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

  51 Rio Robles San Jose, CA 95134-1858

• 

  SunPower Corporation

  102 W 38th St Fl 7 New York, NY 10018

• 

  SunPower Corporation

  262 Washington St Ste 700 Boston, MA 02108-4632

• 

  SunPower Systems

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

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:02/24/2023

  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.

  Signed contract with Sunpower for Solar Installation/Connectivity.1. First team arrived on Friday 1/13/2023 and began the installation. About 20 minutes into the installation, we had a major storm, however the team continued the installation. I had to ask them to stop to avoid any leaks and sent their supervisor an email. Installation was halted and rescheduled for Tuesday, 1/17/2023.2. Second team arrived on 1/17/2023. Soon after a fight broke out between the team in my backyard to the point where I almost had to call the police. The fight broke up and they continued the installation. On their break they proceeded to play basketball in my backyard court. Extremely unprofessional. 3. Installation completed the same day and inspection was completed a few days later.I was informed that the only next step was for PGE to approve activation.PGE approved activation on 2/2/2023, however my system was NEVER activated by Sunpower.4. 2/24 - Awoke to find water on my kitchen counter after a stormy night. Please note that this is a 2-story home meaning that for water to reach the downstairs kitchen, it would have potentially damaged the walls and ceiling on the way down.I cleaned up the water myself and by noon more water had pooled on the counter as the storm continued.5. I called the Sunpower ***************** Spoke to Bianca;ID *****. Phone # ************ She indicated that the earliest they could have someone out to look at the damage was Monday.I informed her that that was very late as more storms are expected to arrive throughout the weekend.I also informed her that Sunpower would be held liable for any further damage caused by the storms.6. My requests. First and foremost, repair my roof ASAP.Repair and remediate any damage caused by the leak to the *************** walls, and kitchen.Cancel any contracts I have with Sunpower due to the breach on their side; the breach being that I have not received any power from SunPower's solar panels since installation over a month ago.(I spoke to them about this and they said that the inverters are not working; I was NEVER informed about this until I reported the lack of service to them.)I would rate SunPower a negative number if that were possible. ALL potential customers BEWARE.

  Business Response

  Date: 03/04/2023

  We are sorry to hear about the issue you are currently facing. We understand that you have not received the service as detailed in the contract, and we apologize for any inconvenience this may have caused you.
  Please be assured that we take your concerns seriously, and we are doing our best to resolve the issue as quickly as possible. Our team is actively working to identify the cause of the problem and find a suitable solution to address it.

• Initial Complaint

  Date:02/24/2023

  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 improperly installed the solar panels on my home, causing damage to my roof. My roof began leaking water into my living room in early October 2022. As of this writing (February 24, 2023) SunPower has acknowledged the issue but still has not remedied. I've called no less than ******************************************************* "someone will call you back to schedule" but they never do. I've tried escalating to managers, they never call back either. I have a hole in my living room roof, which is not covered by home owner's insurance because it was due to improper workmanship, and SunPower refuses to engage to remedy.

  Business Response

  Date: 03/08/2023

  SunPower will be coordinating to address the following items for the HO:

   

  1.A scheduler needs to schedule the installer company to remove the
  upper slope. ASAP. (The last time this was scheduled it was nearly a
  month out and I was told "we will try to pull it closer." Which
  obviously didn't happen.) Optional if they want to remove the panels
  above the patio. The patio is not leaking, but if they want to remove
  them for easier movement / limiting damage during this whole process I
  hold no preference.
  1.To be abundantly clear, this is the next step which is needed.
  NOT the roofer, that your CS folks keep telling me. The roofer doesn't
  remove the panels. The panels need to be removed so the roofer can do
  their job.
  2.Reimage Roofing (POC: ******) has said they are ready to come fix
  the roof as soon as the panels are removed. I have no concerns about
  their timeline, as he said they can be here in a couple days once the
  panels are removed.
  3.Once the roof is repaired, two further items are needed. 1) the
  solar needs to be reinstalled. 2) a contractor will need to be assigned
  to remedy all the damage done to the interior of the house. Painting,
  drywall, remediation of any possible-rotted wood, etc.
  Again, to be very clear: I have had rain coming into my living room
  since OCTOBER. There is damage to my ceilings now (bedroom and living
  room), walls, and floor area. I also now pay a large monthly fee for the
  financing of your panels, and since the system has been limited in
  production / turned off entirely, I now pay for electricity. This is
  costing me thousands in unnecessary costs due to Sunpowers inaction.
  
  

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19493940
  
  I am rejecting this response because it is a copy-paste of my request. Ill accept the response when theres an action plan in place and not just my own words sent back to me.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/17/2023

  We are now going to remove the 2nd plane of solar panels, scheduled for 4/17. Then ***************** will be out there on 4/18 to do the roof. We will then reschedule the reinstall ASAP.

  Customer Answer

  Date: 03/20/2023

  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. I will file another complaint if, once again, SunPower fails to follow through. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/22/2023

  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.

  Paid a $25 fee and am trying to recouped.

  Business Response

  Date: 02/23/2023

  We are sorry to hear about a negative experience, which the customer encountered.
  Based on database review, the customer is not a ********************** customer.
  Moreover, ********************** does not collect fees from potential customers.
  

• Initial Complaint

  Date:02/21/2023

  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.

  at the end of October 2022 the inverter panel on my solar panel system stopped working completely. I have been trying for the last 4 months to get SunPower to come and fix this issue, but I continue to get a run around about what is going on with my claim. Mid-November, a tech support person came to my home and ran all diagnostic testing and spoke with a supervisor and was told that the inverter panel needs to be replaced. It is under warranty until May 2023 so this should be covered. she shut down our entire system including the 3 Tesla Powerwall batteries. 2 weeks later, I called to get an update and they had nothing on file and had to send another service person to re-evaluate the system again. this time it was an independent contractor who came and was very informative and helpful. this is now 6 weeks AFTER my initial call about the problem. 2 weeks later, I have to call for an update and I'm told the *** isn't filed yet because they are waiting for more information. I called the independent contractor who assured me that he had already given them what was required and he would call them himself about it.. I have had to make several calls to customer service for updates and they still have not completed the order for the *** to get the necessary repairs completed. I was told at the beginning of January that the part(s) were ordered and it usually takes about 4 weeks and could expect the repairs to be completed by beginning to mid-February 2023. Most recently, I called again 1 week ago and was told that can understand my frustration with this situation and it was being escalated to a supervisor who would call me personally. I expected that call yesterday (2/20/23) and when it came, again it was a tech support person updating me and saying that they are still gathering information about the required voltage so that the part can be ordered. My system is now nonfunctional for 4 months. My electric bill charges are now amounting to almost $6000 since October and this system was designed and installed to completely cover all electric usage in this home. to say that I am frustrated is one thing. At this point, I'm just angry about the lack of communication and support this company is supposed to provide and has NOT.

  Business Response

  Date: 03/01/2023

  SunPower is currently in review of customers case to address all present concerns. Needed replacement equipment is pending shipment and a technician site visit will be scheduled once received. Updates have been provided to the customer and will continue as they become available. 

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19444610
  
  I am rejecting this response because: according to Sunpower, my claim has been escalated to a tier 3 case manager at Sunpower who initially called me on Wednesday of last week. He said he needed a few days to review everything and figure out what was going on and where it went wrong and then would get back to me on Monday. It is now 48 hours after that expected callback and I am still waiting for his call. I have in the meantime called and left messages on Tuesday and today requesting that call back to no response from them. I dont know anything more than I did prior to filing the original complaint. The customer service and notification from this company has been and IS still terrible. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/07/2023

  SunPower is currently processing the request for equipment replacement as needed. Customer has been provided with updates on next steps the timeline. Updates will continue to be provided to the customer as they become available. 

  Customer Answer

  Date: 03/13/2023

  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/21/2023

  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.

  In 2008 H32343633333031**3432H only made products that they sold to Solar installers and did not do any installing themselves. That year I chose H32343633333031**3432H products over others offered by my installer because they provided more KWs per panel. The purchased system (which I paid cash for) consisted of 11 SPR-230-WHT-U and a SPR-3300X inverter. Panels guaranteed for 25 years and inverter for 10. Four years after my 9-2008 purchase H32343633333031**3432H quit making these inverters (2012). The inverter lasted for 14 years and after attempts were made by my very good installer to repair/revive it in November, 2022 it was declared dead. There are no replacement inverters made by any company. I now have 11 working panels with 11 years remaining on the guarantee and no way to to connect them to my local utility. I began trying to resolve this issue with H32343633333031**3432H in about 2018 when I discovered that this was a positive ground inverter and therefore batteries could not be connected to it. I was also hoping to find a H32343633333031**3432H Regional installer who still had an SOR 3300X inverter in their store room. Every call to the 3 Regional H32343633333031**3432H Companies near me (whose phone numbers I got from H32343633333031**3432H&#**;s ***** customer service line) went to voice mail and no one ever returned my call. Also, in late 2022, a H32343633333031**3432H door to door salesperson put me on speaker phone with his boss and I was told the only thing they could do was sell me a whole new system. This is the thanks I get for being an early adopter of solar and for helping get the industry off the ground. My independent installer has done everything in their power to help me and others that bought the same H32343633333031**3432H products and they too have been stonewalled. At 74 y/o I have limited skills to "upload" the documents (invoices and such) which I still have in my possession.

  Business Response

  Date: 03/02/2023

  SunPower has made contact with the customer. The equipment the customer mentions is no longer covered under her original warranty, and would require the customer to purchase a new inverter for her system. SunPower is aware that the customer lives on fixed income, and is in the process of determining if an alternative piece of equipment can be presented to the customer at a lower cost. ********************** will make contact with the customer again in the next 7 days. 

  Customer Answer

  Date: 03/03/2023

  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.

  If SunPower Systems had not quit making the Inverter (in ****) for their panels (which have 10 more years of warranty), I would simply have found had it replaced.

  I will be truly amazed and pleased if they can provide me with a functional Inverter with a 10 year warranty!

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/21/2023

  Type:Product 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.

  Have contacted customer service on two occasions. Today 02/21/2023 and roughly 2 weeks ago. Our system has been down and not producing energy since 01/30/2023. We have been given two different reasons for outage with no resolution, no follow up and no call backs. We have requested a technician be sent out, however we are told it has to be approved, even though our system has been down for 22 days. This is a lease system with a maintenance agreement. All system maintenance is to be maintained by SunPower with the exception of option cleaning. We want the system fixed, and are seeking a reprieve from the February Lease payment sconce the system has down for the entire month

  Business Response

  Date: 03/02/2023

  SunPower is currently working to resolve all of the customers concerns. A technician site visit has been scheduled and next steps will be determined by the outcome of the technicians findings. Updates have been provided to the customer and will continue as they become available. 

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19443108
  
  I am rejecting this response because: The business is not addressing ALL concerns. Yes, a technician has been scheduled for 3/10/2023. However, they have not returned any of my emails or calls regarding my billing requests for February 2023. 
  
  Sincerely,
  
  Cali ******

  Business Response

  Date: 03/08/2023

  SunPower has confirmed the requested technician site visit to address all equipment faults for resolution. Once site visit has been completed next steps and updates will be provided to the customer regarding any compensation to be provided for system downtime. Follow up with customer will be conducted to provide updates. 

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19443108
  
  I am rejecting this response because:The scheduled visit has been rescheduled and was not conducted on the 10th. They still have not addressed the billing issue or the compensation issue for zero energy production in relation to my utility bill. 

   

  I will not accept resolution and the closure of this complaint until it is resolved in full. 
  
  Sincerely,
  
  Cali ******

• Initial Complaint

  Date:02/21/2023

  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.

  SunPower Corporation, Systems, (lic. # ******) installed a solar PV system on the roof of my house in 2017.The contract included monitoring of system performance.The system produced no power from January 2022 to January of 2023.The communication component of the system failed so no one was notified that the system was not producing power, however, SunPower's production monitors would have shown that the system was shut down. It turned out that multiple micro-inverters on the panels were defective.I found out that the system stopped working when I recieved my true-up bill from PG&E which was over $3,000 higher than it was the previous year.SunPower replaced all of the micro-inverters on my panels and changed out the communication device. As of February, 2023, the system is working and production information is being sent.However, SunPower is not honoring its obligation to reimburse me for the lost production. The value of that lost production, based on PG&E ******** for the 2021 year (full production), compared to the 2022 year (no prodcution) is approximately $3,250.I have called them four times and have spoken to four different customer service representatives. They all tell me the same thing. "Your claim is being processed and we will be back in touch with you in two to three days." They never call or email me back. They never give me the name or contact information of any person in charge so I can take the issue up with someone in charge.

  Business Response

  Date: 03/07/2023

  Thank you for affording SunPower the opportunity to respond to the customer's concerns. The system repairs were completed after the warranty claim was submitted and the data monitoring has been restored. The warranty does not include compensation for loss of production but SunPower is making an exception to the warranty. At this time, we are reviewing the customer's compensation request and will communicate directly with the customer.

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19442004
  
  I am rejecting this response because: I appreciate that they are making an "exception" and are reviewing my claim. However, they provide no time frame regarding when I should hear from them. This was the same response I got from them on four previous calls and I never heard back from them. That is why I went to the BBB. I understand that they do not "guarantee" system production. However, I was financially damaged by *********'s lack of system monitoring and notification to me that the entire system was down for over a year. They have a responsibility to do that and because of that failure on their part, I had to pay over $3,000 for my utility bill than I should have. The failure of SunPower's communication device meant that I was not able to check the power production myself. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/14/2023

  Thank you for affording SunPower the opportunity to respond to the customer's concerns. The system repairs were completed and the data monitoring has been restored. The warranty does not include compensation for loss of production but SunPower is making an exception to the warranty. At this time, we are reviewing the customer's compensation request and will communicate directly with the customer. We have sent communication to the customer last week and anticipate our review to take approximately two weeks from today.

• Initial Complaint

  Date:02/20/2023

  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.

  I decided to go with Sunpower (based on price and quality of the panels). We started the process at the end of October-2022. As part of the process they sent an inspector to check my attic and roof. After that, signed the final contract for the installation (31 panels , annual production of ****** KWH and total cost of $57,593 based on a 20 year loan at ****% fixed/year).Finally the company came to install the system on 01/06/23, they installed 3 boxes on the wall and modified the electrical panel. After that (probably 3-4 hours into the installation) I was told that they broke several tiles on the roof and they were not able to continue with the installation because the roof needed an "inset". The person in charge told me that the project manager would reach out to me with more information. The project manager never called me. I had to complain in ******* to the company and then the project manager's supervisor called me ("AJ"). ** told me that this was a huge mistake from the company because they never scheduled an inset installation, I was never told about the extra cost of the inset and of course the extra cost was not included in the contract that I signed. He said that this was a "sales ***** issue so they will contact me.After trying several times, I was able to contact the sales person (*******************************) and I explained what happened. He agreed that there was a company error, because I was never told about the inset and it was not included in the contract (eve though a full inspection was done in my roof prior to the signing of the contract). ***** said that he was going to solve the problem with his supervisor because clearly there was an error from the company.After several calls I was told that I have to accept the extra cost of the inset (approx. $13k) or cancel the contract. I don't think this is fair considering that the market has changed since october-22 (with higher solar prices and interest rates increasing from ****% to ****%). Thanks!

  Business Response

  Date: 03/03/2023

  Thank you for allowing SunPower the opportunity to address this complaint. Your issue has been escalated internally and are working to resolve this dispute. A representative for your escalated case will reach out to you next week to discuss next steps. Thanks for your continued patience throughout this process. 

• Initial Complaint

  Date:02/16/2023

  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.

  Sunpower contracted ******************** that created a faulty system stating it would meet our KWH needs. The sales man stayed at our house until 11:59 using scare tactics to get ** to sign before "the price went up the next day". After they put the system on our roof, it was not only not working properly, but we soon realized the amount of KWH he sold us would not cover our electricity and we relied a bill from ******* We contacted Sunpower and they let us know that ******************** had scammed multiple families in the same way they did us. We spoke with an operations specialist, ******************* who said they could either take the panels off the roof or add more panels so that the leased system would produce 16,000-18,000KWH/ year. The apologized and told us they would take care of us for the remainder of the 20 year lease. We agreed to the additional panels. The system produced 15,000KWH 2 years in a row and then drastically fell to produce 7,000KWH. In 2020 **** helped us again, manually meeting the performance guarantee refund with a check for what we paid ******. This year the same thing happened, however, **** no longer works there. We have been going back and forth with them for a month. They are unwilling to honor maintenance on all 34 panels and state they will only maintain enough of them to meet the 9,000KWH on the original fraudulent contract. The last person we spoke with said they would not update the contract nor the performance guarantee to match the amount of panels we are leasing from them. The half of the system not working on our roof is not going to be maintained by them. We feel they tricked us into staying with them and are not honoring maintaining all of their panels which means we are double paying both Sunpower and ****** for energy.

  Business Response

  Date: 02/24/2023

  Thank you for affording SunPower the opportunity to respond to this complaint. SunPower recently received this BBB complaint on 2/20/2023 and case ******* has been assigned to one of our Executive Support representatives who is currently reviewing the situation. An introduction email was sent to the customer on 2/21/2023 providing the representatives' contact information and we will continue to work with the customer directly. 

• Initial Complaint

  Date:02/16/2023

  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.

  We purchased solar panels with our new home that are paid in full since Oct 2013 with a monitor included for life. We became aware in September 2022 that the panels in our house have not been working for apparently some time now. We currently rent our house and have live out of the country for a few years. I was in the State from September 2022 to Jan 2023 taking care of our house for new tenants and have called and emailed numerous times to get the panels up and running again. I have had NO luck in getting someone out to correct the problem. My panels are still under warranty and they refuse to even send someone without first, me giving a credit card number and agreeing to a set fee of $300, for a problem that can't be confirm over the phone. Who agrees to pay without knowing the issue and who can charge a set fee for an unknown problem that should be covered under warranty anyway. The panels just stoped working and haven't been saving anyone anything for months maybe years. The company can't even answer when they have stopped working and my online account has been conveniently locked. They should be paying me the money I am loosing during the time they have just been gathering dust. Fix my panels they weren't cheap!

  Business Response

  Date: 02/24/2023

  SunPower is aware of the concerns for the homeowner. We have been in contact with the customer and will be working closely with the customer to help resolve her current issues. 

  Customer Answer

  Date: 02/25/2023

   
  Complaint: 19414812
  
  I am rejecting this response because: I do not consider that sufficient to resolve this matter. I need to get someone out to repair and have my solar panels up and running again. I did get a response from someone at the company who was assigned to help who then forward an email to another person to schedule and I have not heard back from that person. I need more than a email response, I need the repair completed. As of now I haven't even been scheduled to get a technician out to my home, which is what I need. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/08/2023

  The Homeowner currently has a system that is out of warranty. As part of SunPower's process if a part is out of warranty the homeowner has to pay out of pocket for repairs or we can refer our home owner to an installing dealer for a quote. In this case our home owner has a monitoring system that needs to be replaced. We've reached out to the homeowner to give her the option to proceed with Sunpower for the repairs. We are currently waiting for the homeowner to respond.