Complaints

This profile includes complaints for SunPower Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SunPower Corporation

  1414 Harbour Way S Ste 1901 Richmond, CA 94804-3606

• 

  SunPower Corporation

  262 Washington St Ste 700 Boston, MA 02108-4632

• 

  SunPower Systems

  2125 E Katella Ave Ste 220 Anaheim, CA 92806-6073

• 

  SunPower Corporation

  8900 Amberglen Blvd Ste 325 Fl 3 Austin, TX 78729

• 

  Sunpower Solutions, Inc

  300 American Metro Blvd Ste 230 Trenton, NJ 08619-2371

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:03/11/2023

  Type:Billing 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.

  Been with the company for 10 + years so far. Made every payment perfect timing for 10 years. I have autopay set up to make sure. My January 1st payment was taken out of January 4th for some reason. On the 15th I received a call stating Im behind on January payment. After dealing with them for 3 months proving it was taken out of my account they still refuse to credit back double payment which they took of February 1st. They take weeks to get back to you and even with proof they still refuse to help a loyal customer. 10 years of payments over a lousy $220 they made me pay twice!! I wont be coming back to this company after lease is up. It proves loyalty does not matter to them!!!

  Business Response

  Date: 03/17/2023

  SunPower is currently in contact with the customer to address all payment concerns. Final resolution pending and awaiting approval. Updates have been provided to the customer and will continue as they become available.

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19583636
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/10/2023

  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.

  I have leased my solar panels with this company since 2012 when they bought my account from Solar Alliance. I have contacted Sunpower by e-mail and phone over the last three months about my panels not producing any solar production since August 2022. When they had me download an app to track my production I found out that in September of 2021 through February of 2022 my panels did not produce any energy as well. I did not notice this because in September of 2021 I also had Sunrun install new panels because I was not seeing much of a savings from my solar production. Finally in October of 2022 a technician came to our house to check out our panels. He said they will get the replacement part or have to replace the panels. Nothing has happened but a continuous run around on auto reply e-mails and no return of phone calls.

  Business Response

  Date: 03/17/2023

  SunPower is currently working to procure the needed equipment to bring customers system to fully functional. SunPower is awaiting approval for the customer satisfaction approval of the out of warranty part at no cost to the homeowner. Once approval is processed updates and next steps will be provided to the customer on arranging the technician site visit for installation. Updates have been provided to the customer and will continue as they become available. 

• Initial Complaint

  Date:03/10/2023

  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.

  Our AC/DC Inverter purchased from SunPower failed under warranty during the summer of FY 2022. We initiated a claim on 9/29/2023 (Case #********) to fix the issue under warranty. After service call confirmed it was not working, we have had between **** follow up calls and various emails regarding the issue. They ultimately removed the inverter from our house, with wires dangling on 11/30/2023 to send it for repairs. From calls made, they continue to provide different answers, delay in getting a part, unit was not shipped by them to their vendor and many other excuses. While our solar is out we are incurring significant electricity bills that we wouldn't have had if our solar was up (one month our electricity bill was almost $1,000). Our last call was on 3/10/2023 where they said another mistake was made on shipping the unit and no word on timing or ultimate status of claim was given. I don't know how to resolve this matter with them and would appreciate any assistance you can provide. I'm looking into other legal options also, but customers or potential customers of SunPower should be aware of these issues.

  Business Response

  Date: 03/18/2023

  I was just able to speak to the customer on 3/17. Will continuously follow up with her until desired resolution has been delivered.

• Initial Complaint

  Date:03/09/2023

  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.

  We have had our solar system for 3 years now and from day one the system has underperformed and has never worked properly. We have had inverters fail, fuses fail and wires burn up and with numerous attempts to fix the issue with no results. I feel this system has put a minus value on my property and if I sell the house the likelihood of someone wanting to assume the lease is minimal. At this point the system is not working at all, it is off. I have requested a total buy back of this system because of the failure of the system and a failure to fix the system in a timely manner. I feel this is a fair request and want to give ********* the opportunity to fulfill this request. I have reached out to ********* multiple times both with email and phone calls with no results.

  Business Response

  Date: 03/17/2023

  We are currently waiting for a replacement for the Homeowners system.

  Customer Answer

  Date: 03/18/2023

   
  Complaint: 19577427
  
  I am rejecting this response because:There's been nothing but problems with this system and nothing has been fixed in a timely manner. At this point I have no confidence in Sunpower that your able to repair this system.  There has been issues from the start and hasn't been fixed for 3 years now. Now we're racking up electric bills and also Sunpower is still taking lease payments from us this is not acceptable! And only now your saying there's a delay in parts? Unacceptable! I request a full buy back because of a failed system.
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/27/2023

  I apologize for the delay in repairing our Customers system.  There have been some delays authorizing the repair.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19577427
  
  I am rejecting this response because: After 9 day this is their response? This is totally unacceptable! This is basically what they have been doing, not replying to phone calls or emails then finally responding with a lame excuse. Meanwhile they keep taking my money for a system that doesn't work! It's not producing at all. Like I said before I have no confidence that Sunpower can or will to fix this problem. I fill they broke the contract my not maintaining a properly running system and not paying the production guarantees and for that I want a total buy back of this system. It's not fair to me that I have been paying for something that they promised as an energy saver but now I pay ****** & Sunpower. Again, so since they broke the lease contract by not fulfilling there obligations a total buy back is the only option.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/09/2023

  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.

  For around six months I have had two panels that have not worked due to micro inverter failure. The technicians that installed the panels *************** systems have been out many times and has discussed the issue with Sunpower. It is clear that the Microinverters need to be replaced, the problem is that Sunpower will not replace them. The technician has done all the diagnostics to figure out that the Microinverters are not working. Ive been without generating power with two of my panels now for over six months, because Sunpower will not replace the Microinverters that are clearly under a 25 year warranty. They keep saying that they need to send a technician out to troubleshoot but he has been out many times and have found that the Microinverters are not working and need to be replaced. I called sun power today and they told me that the technician needs to come out again and troubleshoot some more, I think its just a situation that they do not want to replace the Microinverters.When I called to ask about the situation, I had to talk through another person to get to the person that was actually handling the situation. This company has awful customer service.I was on the phone with them for 45 minutes to find out that they would not do anything for me that they need to send out the technician for around the eighth time.The crazy thing is is that I added 11 panels from Sunpower and that only took three months. Also, when they had sent the new panels, they put in the wrong micro inverters. If I knew that this company was this bad I will not have put in these panels. My suggestion to people that want to do solar panels on their house would be to do their homework and research the companies that stand behind their product.Sunpower offers a 25 year warranty, but does not follow through with the warranty shame on you!!!!

  Business Response

  Date: 03/17/2023

  We are in contact with the Homeowner and are working to repair his system.

• Initial Complaint

  Date:03/09/2023

  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.

  This references a previous complaint, complaint number is #********.Problems is still not fixed. ******** services says they're working on it. It's been almost 3 months. How much more time is needed? UNACCEPTABLE!!!!On November 14, 2022 we had a solar panel system installed on our roof by ****************************. The system was manufactured by SunPower Systems. Since the day it was installed it has NEVER reported properly the amount of power the home used. We have spoken to Sunrise Solar, the installer and then the SunPower Systems themselves. To date, it has NOT been corrected. We are told "will take 3-5 days for them to get back to us." We call and are told they are working on it and they will call us back. This has been going back and forth since November 2022. We want this corrected already. This is a problem using the mySunPower app on our iPhones. We are using iPhone 14 Pro ***** using iOS version numbers 16.3.1 so our operating systems are up to date. The system seems to be working properly and we are saving money from our utility company (Con ******* so the complaint is not in the system not working properly. The complaint is in the reporting of the numbers and they can't seem to fix it for going on 4 months now. We have spoken to operators and now supervisors, They recently did something that made it worse. Please help us, BBB!!! ***********************

  Business Response

  Date: 03/17/2023

  An escalations specialist has been assigned to the case and we are actively working on a remote solution if a remote solution can not be found we will work to have a tech sent to the customers home to investigate the problem.

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19563643
  
  We are rejecting this response because: We have been hearing this exact response for going on 3 months now.  I reject this response because they say this but no adequate resolution has been found.

  They say they are doing something about it over and over again.  We will accept the response when it is finally fixed.

  We don't want to hear the same old response.  We want to get what we paid for and not empty excuses.

  
  Sincerely,
  
  *****` ******

• Initial Complaint

  Date:03/08/2023

  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.

  SunPower installed solar panels to my home in Pasadena. The install team made errors which resulted in a roof leak that caused damage to my kitchen ceiling, wall, door frame, and hardwood floors. I opened a case and they sent a team to fix the roof leak under one of their panels in early November. I was then told that another team would come back to my home in one to two weeks to fix the damage. What has followed has been four months being completely neglected with minimal correspondence from the case manager who would from time to time say, "sorry for the delays, I'm working on it." It was suggested by the case manager a couple of times that I do my own legwork of vetting a repair team and hiring them directly then getting reimbursed by SunPower after the fact. I was not interested in this proposal as I am not qualified to vet an appropriate repair team and had to ask them to do their job on more than one occasion. After several months of following up with no resolution, the case manager took it upon herself to simply close my case and I had to re-open it as my wife and I have been living with a damaged kitchen since the first week of November (it is March 8th as I type this complaint). I can't get ******* to call me back and I just want them to follow through on repairing the damage they caused, and as they promised four months ago. This has been an extremely frustrating experience and some of the worst customer service I have ever experienced in my 48 years in this country. Hoping for some resolution soon so I can shift my focus to the many other things which need my attention.

  Business Response

  Date: 03/17/2023

  SunPower is currently working to resolve all pending repairs needed on the customers property. The project manager is pending update on next steps and the time line for those to take place. Updates have been provided to the customer and will continue as they become available. 

  Customer Answer

  Date: 03/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Things seem to be moving in the right direction and I am hopeful that the repairs will actually take place. However, as I type this I am still having quite a bit of trouble getting the project manager to return my calls and no repair team has actually visited my property yet.  I do remain hopeful that this matter will reach its long overdue conclusion in the near future.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/07/2023

  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.

  My complaint will start on my installation date, 8/4/2015. I was out of town and my husband was at work. Arise Solar who is contracted through SunPower did the installation. They had installed the inverters on the side of the wall, in my backyard, near my pool where we sit. The ugliest site in my backyard. After much complaining, I got them to come out and move them to the other side of my gate (where all my other neighbors have them) They had many holes to repatch, texture and repaint to match the house. Things were not working properly from the very beginning. So bad that I had the owners personal cell number and they were just coming to the house, without even calling, to check the system, cause they were constantly monitoring it. They ordered new inverters, they were on backorder...went months without producing solar, yet I was still making my monthly payments. They ended up replacing both invertors at different times, system still wasn't working. So then, they came out to attach some kind of module to them. Nothing. Finally, after 3 years of constant battle, the entire system was removed and reinstalled with new panels. Since then, we have had an operating system, with a few issues then with the "computer", that was replaced. As this unusual rain kicked up, I noticed a ceiling leak in my loft area. I go into the attic and there's huge leak! I see leaks from nails that were removed and a couple from nails. I have a new commission date of April 17, 2018 and their warranty is 5 years from installation. They will not honor the 5 years from that date. My lifetime date starts on that day and that day I had SunPower employees on my roof removing and "installing". They will only go off the original installed date, when technically, I don't have anything original from that date. When referred to my account, Lifetime starts at April 17, 2018. When looked at what was produced that year, its a third of the years after. I feel my house deteriorating from installing solar.

  Business Response

  Date: 03/16/2023

  I was just able to speak with the customer on 3/14 after playing phone tags. 

  Nonetheless, I have committed to follow through with the customer to determine best resolution. 

• Initial Complaint

  Date:03/04/2023

  Type:Customer Service 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.

  concerning customer service. ********************** will only communicate through email and trying to get them to respond is very difficult and you have to chase them down.

  Business Response

  Date: 03/13/2023

  Hello,
  
  I am continuing to look into your concern and push towards a resolution. I will reach out to your coordinator and ensure that we are moving forward. I will be in touch again soon with further updates.

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19539195
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 03/16/2023

  sunpower sent an email stating that they were looking into the issue and there has been no other contact since. i sent another email yesterday requesting status of my issue and have not heard back. so my issue is still unresolved.. i have requested a phone call to discuss several times but yet to recieve one. 

  Business Response

  Date: 03/24/2023

  An escalations specialist has been assigned to the homeowners case and we are working with their project coordination team to ensure the install moves forward and to keep the home owner better in the loop to resolve their concerns.

• Initial Complaint

  Date:03/02/2023

  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.

  Sunpower as partner of Ikea offered to install solar panels on my home. I was send an electronic contract, and I asked to get a printable ( pdf) version which I could sign in ink after I had read through the contract. I send the contract back with comments on page 13 " *****. ELECTRONIC INVOICES I do not agree/ paper copies mailed to me..." to indicate that I needed paper copies of invoices. This was accepted and we had a site audit, and the price increased for replacing electrical panel for the home. Second contract was sent on 2/9/2023 and I sent it back on 2/11/2023. I did not hear back from ************************* until this morning. I had asked him by several emails and phones calls to let me know if the signed contract I send was acceptable or not. He said " I have been informed that in order for us to accept a wet signature on the contract, it must be unaltered and signed as-is. We cannot move forward with an altered contract." 15 minutes ago I resent the contract with my comment removed from contract and I told him that I will be filing a complaint with BBB.ISSUE: SunPower practice does not allow customer to make reasonable changes to the contract. I made this change request because using computers may not be possible in the future as progressive loss of eyesight occurs due to **** Both Contracts are attached- please see page 13 and 15 for comments and ********************: Invoices need to be send in the future as hard-copies so someone can help read them.

  Business Response

  Date: 03/06/2023

  SunPower has been in contact with the customer to answer all pending contract questions and concerns are confirmed answered. No further action is needed and SunPower has informed customer of case closure.