Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a solar system through Sunlux. I was notified in June 2024 that my system was not producing. I called Sunlux at that time and was told that it was producing, there was just an issue with the 3g connectivity and it could take a few months for the remedy. I made no further inquiries based upon that response. In August (two months after my initial inquiry), Sunlux was finally notified that there was an issue with my inverter and my system was not producing. That is when they started the process to have the inverter replaced. Their response is that their contract does not guarantee production, which I understand. My contention is that, had they started the replacement process when I first notified them, the inverter would have been replaced two months sooner than it was actually replaced. I am out, not only the cost of electricity for those two months but also the value of the electricity I typically sell back to the power company for the over-production during those peak months. I have many emails going back months between myself and one of their representatives (Logistics Coordinator), many of which went unreturned. She will not accept my phone calls, did not call me back even though she said she would, and cannot give me the names of supervisors to speak with. Lately, the only time I do receive an email reply is when I copy the sales team.

  Business Response

  Date: 02/12/2025

  Dear Better Business Bureau,
  We appreciate the opportunity to respond to ****** ********* complaint and provide clarity on the timeline and resolution of his service request.
  ****** submitted a service request through our website on September 6, 2024. Our system includes a monitoring feature that we encourage all customers to review at least once a week. In this case, the system went down on July 23, 2024approximately six weeks prior to our receipt of the service request.
  Once we received the request, we promptly contacted the manufacturer to secure a replacement inverter under warranty. The new inverter was delivered to our warehouse on September 23, 2024, and installed on September 25, 2024. We worked as quickly as possible within the warranty process to resolve the issue.
  Regarding ******* mention of an initial inquiry in August, we do not have any record of a service request prior to September 6, 2024. Our records show a time-stamped submission from that date. However, our priority is ensuring customer satisfaction, and we want to address any concerns ****** *** have.
  We value our customers and understand the importance of maintaining a positive relationship, especially given that warranty coverage can extend up to 25 years on certain components. We will be reaching out to ****** directly to discuss this matter further and work toward a resolution.
  Please let us know if any additional information is needed.
  

  Customer Answer

  Date: 02/20/2025

  ****** ******** **** *** *** **** ** ** **** **** ****

  Thank you for your reply and attempting to address this issue for me. Here is my rebuttal:

  
  

  I dispute their claim that the system failure occurred in late July. Our issues began in mid-June, when I received a third-party notification about system problems. When I tried to use the monitoring app, I couldn't connect to my equipment, which prompted my initial call to them.
  
  In June, they informed me that my system, along with many others, was experiencing 3G communication issues. They assured me the system was still producing power and that I simply needed to wait for a technician to perform an update to restore monitoring capabilities. They estimated this might take several months due to the volume of affected systems. At the time, this seemed plausible since we had accumulated credit with the electric company from previously selling back excess power.
  
  It wasn't until September, when we began accruing electric charges, that we realized the system likely hadn't been producing power at all, contrary to their June assurances. Throughout this entire period, the monitoring feature remained non-functional.
  
  While I acknowledge their contract states there's no guarantee of system production, and I accept responsibility for costs from my September service request until the repair, I maintain they should be liable for June through August. Had they properly investigated the issue when I first reported it in June, the repair could have been completed by mid-July instead of late September.
  
  The company initially refused to address my concerns, stopped responding to my calls and emails, and claimed nothing could be done. Only after I filed a BBB complaint did they respond, requesting additional information which I provided. They stated they would forward the matter to their "compensation department." When I followed up last week, they indicated they were still awaiting a response from that department.

  Business Response

  Date: 05/22/2025

  Thank you for bringing your concerns to our attention. We take customer satisfaction very seriously and strive to provide timely and effective support for all system-related issues. Upon reviewing your complaint, we found that some details regarding system performance and service timelines were misstated.

  To ensure clarity, we have attached documentation that verifies the actual sequence of events.

  The attached screenshot from your solar monitoring system confirms that your system was fully operational in June 2024, disproving the claim that it was not working at that time. A separate screenshot shows that the inverter failure occurred on July 23, 2024.

  The customer submitted a service ticket on September 6, 2024, reporting a higher-than-normal electricity bill and a potential issue with the system. On September 9, 2024, SunLux service technicians diagnosed the issue and confirmed with the manufacturer that the inverter had suffered a critical failure. A replacement unit was approved under warranty. The replacement inverter arrived on September 20, 2024, and the installation was completed on September 24, 2024.

  
  It is critical for customers to report system issues in a timely manner. SunLux cannot proactively monitor individual system performance.  In this case when the issue was reported, we acted swiftly to diagnose and resolve the matter, ensuring minimal disruption to  energy production.

  
  While we regret any inconvenience this may have caused, we believe our response time and resolution efforts reflect our commitment to providing excellent service. We remain dedicated to supporting our customers with any concerns they may have.

  
  Please let us know if you require any further clarification.

  
  Sincerely,

  SunLux Support

  
  

  Customer Answer

  Date: 05/23/2025

  My complaint's timeline remains consistent. I'm not disputing whether I was producing energy in June and most of July. However, in June, I received a notification from the third-party monitoring application stating that my system was no longer producing. I contacted Sunlux, who confirmed that I was indeed producing at that time. They explained that the notification was due to unsupported 3G connectivity for the monitoring app, and it would take months to update all affected systems.
  Sunlux indicated that monitoring the system is my responsibility. However, I couldn't do so due to the 3G connectivity issue. I only discovered the problem when my electricity bills increased. My intention was to monitor my system, but the 3G connectivity failure, which Sunlux stated would take months to repair, prevented me from doing so. Therefore, I contend that Sunlux should be responsible for the lost production from mid-July until early September, when I became aware of the issue through my bills.
  I'm not even asking to be reimbursed for the lost energy production from the time I reported the issue in September through when it was repaired. Their last communication requested copies of my bills, which I provided. I am doing whatever I can to get this resolved in a reasonable manner.

• Initial Complaint

  Date:12/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  teh solar system failed to the meet the guaranteed power output they owe me $795.64 for the time period in question this has been acknowledged by them they are just simply not paying me it has been over 6 months of me trying to collect

  Business Response

  Date: 12/19/2024

  The check for production guarantee has been mailed and will arrive in the next 10 business days.

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent $40,000 on solar panels with Sunlux and have had issues with the panels. They did not work for over a year and it took longer than that to get someone out to fix my issue which cost me more than $7000 in electricity since none was being produced from my solar panels in a year. I was never shown how to track my electricity from Sunlux. I am now having another issue and all my panels are not producing energy and I am not getting responses from Sunlux to take care of my issue. I personally do not have the time to write complaints but I am hoping that someone at Sunlux takes a little bit of pride in their service and they will actually act to resolve my issue. Buyer beware, they are amazing on the front end but once the job is installed there is much to be desired should you have issues.

  Business Response

  Date: 08/01/2024

  We have emailed the customer once on 07/26/24 and on 06/31/24. Below is a copy of the correspondence, perhaps ****** has not noticed the emails in his inbox. We are here to help.

  Hi ******,
  
  
  CJ is out of the office. I did see an email was sent on 07/26/2024 which has not yet been opened stating the system's production was within range of your estimated annual production of ****** Kwhs. 
  
  
  However, I can add some more color/details regarding your system's production.
  
  
  A new communication card was installed on 01/30/2024. Below is chart that shows your system is working and is on par compared to the previous years when the monitoring was reporting.
  
  
  2021 - System Production Total 12,360Kwh's
  
  
  2024 - Year to date production 6,960Kwh's, with 5 months remaining your system is on pace to hit the estimated year 1 production of ******Kwh's.
  
  
  If there you have any further questions, please let me know.
  
  
  2021
  
  
  
  2024
  
  
  
  2021 vs 2024 Production comparison
  
  
  
  
  
  Email Sent on 07/26/2024
  
  
  
  
  
  
  
  
  
  ***************************************
  A: *******************************************************
  E: ********************************************* | W: www.sunlux.com
  CSLB# 1008374  TECL #: 34136

   

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2020 I purchased a Solar energy system which included electrical panel upgrades for no cost in the contract. In 2021, Sunlux added a 250 Amp outlet for my electric vehicle. They combined breakers within the existing panel causing electrical problems for my home. Within days of the initial install i started having breakers blow. I have been contacting them for over 22 months requesting the repair. They keep claiming it is something else not the panel. I have been more than patient during the process to allow sufficient time to repair/up grade my panel. The worst part is they claim a 25 year warranty on my system but they have not followed through on repairs needed within months of the initial work.

  Business Response

  Date: 09/25/2023

  Subject: Addressing your concerns regarding Air Conditioner breaker tripping post ** Outlet installation

  
  We acknowledge the receipt of your complaint concerning the repeated tripping of your air conditioner breaker after the installation of a 240V ** Outlet in October 2021. We understand the inconvenience that these issues can cause, especially during the warmer months. SunLux prioritizes customer satisfaction and as such, we took your complaint seriously and acted promptly on the service requests you placed.

  
  As per your record, we responded to your initial service call in August 2022, during which our service technician inspected all wiring termination connections, checked the voltage, and inspected the breaker for any signs of overheating or damage. During the visit, the ** unit was turned on and the voltage was monitored; the breaker did not trip while ************** was on site.
  Following your subsequent complaint, we dispatched a technician for a second service call in August 2023. During this visit, the technician again inspected the ** unit breaker, and monitored the voltage while the ** unit was operating. We would like to reiterate that both ** units are on 30Amp breakers, as they were prior to the addition of the ** outlet. The technician examined the breaker for any signs of overheating or damage and found none. As a precautionary measure, the breaker was replaced. Upon turning on the ** unit, the amperage draw at the breaker was monitored and recorded at only 10 Amps. Despite multiple tests, the issue of breaker tripping could not be replicated during **************'s visit.

  
  We are committed to ensuring the correct and efficient operation of your ** unit. If the problem persists, we suggest a Installing a monitoring system to track the performance and issues in real-time could help in identifying the exact circumstances under which the breaker trips, which would aid in diagnosing the problem.
  We value your business and are committed to resolving this issue to your satisfaction. Please let us know how you wish to proceed or if there's another way we might be of assistance.

  Thank you for bringing this matter to our attention and for your patience as we work towards a resolution.

  
  Warmest regards,
  ***************************************

  SunLux

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  solar system installed and paid for seven years ago with 10 year warranty on roof and system.we had roof leakage and cracked solar panel at beginning of 2023, they insisted problem caused by nature act of god, asked us to buy other brand solar panel and provide labor at $600. Actually the fact is the solar panel they installed is not in the market anymore, they just try not to honor the warranty by giving us the excuse of act of god. we don't have any severe rain, hails, or high winds in the area I live. Too shame the company is untrustful and warranty is null.I just had the whole tile roof serviced in January 2023, the roofer stated no service on solar panel area to avoid future warranty issue, but when I had leakage at panel side, they told me is my roof issue. now I end up leakage problem without warranty either from roofer or solar installation company.

  Business Response

  Date: 02/02/2024

  *****,

   

  I am writing in response to a complaint we received regarding one of our solar panel installations. Despite our best efforts, we have been unable to directly reach the customer involved, and I would like to provide clarity on the situation from our end.

   

  The customer reported a damaged solar panel, which upon inspection, appears to have been caused by external impact. Our warranty policy specifically covers defects in manufacturing and faults inherent to the panels themselves. Unfortunately, in this instance, the damage is not a result of a manufacturing defect or fault but is due to an external cause.

   

  To draw a parallel, this situation is akin to a vehicle accident, where the damage is not covered by the vehicle manufacturer's warranty but typically falls under the domain of personal or auto insurance.

   

  We understand the importance of customer satisfaction and take all feedback seriously. Thus, in a gesture of goodwill and in an effort to resolve this matter amicably, we have attempted multiple times to contact the customer to discuss potential solutions, including offering to address the issue at no additional charge, despite it being outside our warranty scope.

   

  However, we have not received any response from the customer to date. Our goal is to ensure a positive resolution, and we remain open to further discussion with the customer. We are committed to maintaining high standards of customer service and product quality, and we believe in finding fair solutions even in challenging situations.

   

  We kindly request the BBB's assistance in facilitating communication with the customer so we can resolve this matter to their satisfaction and clarify any misunderstandings regarding our warranty policies and customer service commitment.

   

  Thank you for your attention to this matter. We look forward to the opportunity to amicably resolve this issue.