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Business Profile

Solar Installation

Sunlux

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Solar Installation.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/31/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    On June 6th, our solar panels stopped producing 50% of the output. The next day, the stopped producing in total. 2 days later I noticed no production. An appointment was scheduled on July 3rd with no scheduled time. Per California Civil Code 1722(b) they are to give a 4 hour window which they did not provide. On the morning of, I had to contact ******* for a time. Shortly after, the technician came out. While her, he spent maybe an hour. While here he "tightened up a loose connection" which did not fix the issue. He was supposedly told by a SolarEdge technician that it can take up to 24 hours to reflect the correction. 24 hours came and went. Nothing was fixed. Another appointment was scheduled with ******* on July 5th for Friday, July 12th between the hours of 12-2pm. Their technician arrived at approximately 2:40pm. This technician spent ***** minutes here, replaced a "faulty connection" that fed 7 of my panels. Because it was an overcast day, he was not able to see the full production. A few days later I reached out to Sunlux via phone call and was contacted by ** for an appointment on July 18. I informed her that I was out of town till the 31. She refused to give me an appointment with the excuse we "are working on the schedule now for August." I told her that I did not believe that and threatened to file this complaint. On Thursday July 25, I was given an appointment date and time of today between 9-11 am. It is currently 1245 and no response from CJ after 3 attempts to reach her (2 via text and 1 via phone call which her mailbox is full). * Just now (12:50pm) received a call from "***********************" informing he is in ************* (over an hour away) and still has 1 more stop till he comes to my house. Per his own estimate, it will take him an hour to get here, not including his next stop.

    Business Response

    Date: 07/31/2024

    Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience caused by the scheduling conflict and the delay in service. Our technician is currently on-site, diligently troubleshooting the solar panels to ensure they operate at full capacity. We appreciate the customers patience and understanding. Rest assured, we are committed to resolving this issue promptly and providing you with the best service possible. If you have any further concerns, please dont hesitate to reach out to us, and we apologize once again for any inconvenience.

    Customer Answer

    Date: 08/01/2024

    The job was not completed with no precise time of when it will be completed. Sunlux failed in the "24/7" monitoring. Had they fulfilled that portion of the warranty, we would not be here today. Failure to recognize and act upon a failure in equipment should not rely on the consumer especially when told Sunlux will monitor and take corrective action. This has been an ongoing issue from June 6.of this year.

  • Initial Complaint

    Date:07/12/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 purchased solar panels and installation Sunlux in 2022. I was told that any referrals I send to Sunlux that turn into a sale for them I would receive a $500 referral fee. I referred my Nextdoor neighbor and he purchased solar panels and installation from Sunlux. His project was completed March 2023 and I have called several times about the referral fee and Sunlux has confirmed that I am entitled to the fee but have yet to receive it.

    Business Response

    Date: 07/12/2023

    The customer ****** is correct.  We do owe a $500 referral fee and that was missed by me.  I will get this check cut today and send him a receipt to show we processed.  I apologize for this, it should of been done a couple months ago. 

    Customer Answer

    Date: 07/14/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

     

  • Initial Complaint

    Date:02/06/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 have purchased a solar energy system from Sunlux. Following the issuance of the permission to operate, I have entered a service request to resolve an issue with the circuit that is connected to the electric hot water heater. This circuit has tripped daily since the installation of the ** charging unit. The ticket was opened on January 13, 2023 and states that Sunlux personnel will be in contact within a week or sooner. To date, I have not been contacted regarding this ticket and I have emailed the Sunlux project manager, ***********************, the Sunlux operations manager, ******************************* as well as the Sunlux president/CFO ****************** My email requesting an update and date to resolve the ticket remains unanswered by the named individual while we continue to experience problems with the circuit that their company installed. Also within the ticket is a request to move the ** charging unit, which was incorrectly placed by their installer such that the charging cable is unable to be stored properly and as designed by the manufacturer. The same ** charging unit is now also improperly secured to the wall due to poor installation and is starting to fall off.

  • Initial Complaint

    Date:01/19/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On 9/28/2022, I entered into a contract with Sunlux for solar panel installation on my home in ***********. Based on the written proposal, I was to have a complete home inspection and would receive 29 Aptos Solar panels, and 1 SolarEdge inverter at a price of $37,364 (cash), with a 25-year manufacturer warranty and a 10-year installation warranty. Upon reading the fine print of the contract, I noticed that the warranty would not transfer if I sold my home and questioned the project manager and salesperson about it. After getting mixed messages about what would transfer and what would not, the salesperson and owner ******************************* sent an additional one-time transfer document and I agree to proceed with the installation. Based on the sales proposal presented, the first step was to be a full inspection of my home which would be completed after they received a deposit of $1000. I paid the deposit and scheduled the inspection. The inspector did not arrive at the scheduled time, and because no one was home, stated that he would take pictures of the outside of my home and another appointment would need to be made to see the interior attic and garage. A week later I was informed that the inspection was complete and the following additional charges and changes were to be made to my contract. I questioned the project manager about the lack of interior inspection but was told that the inspector was able to estimate the project by the exterior photos alone. I was then told that the panels I was sold were not available and I would need to go with an alternative Canadian Solar ******************************************************************** order to get them. I was also told that the pitch of ******* on one side required additional heavy-duty brackets and the electrical panel would need to be upgraded all at an additional cost. With all of the above-mentioned changes, I no longer felt I was getting anything that was proposed in the sales meeting and was no longer comfortable proceeding with Sunlux. On 11/21/2022, I submitted a written request to cancel the contract and requested a refund of the deposit, due to the lack of inspection and changes in product and services. I was then notified that the contract was canceled but have not received a response regarding the refund of my $1000 dollar deposit. I have contacted both ******************************* (the owner) and the operations team as listed in my contract via email with no response.

Sunlux is NOT a BBB Accredited Business.

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