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 Corporation

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

• 

  SunPower Corporation

  51 Rio Robles San Jose, CA 95134-1858

• 

  Sun Power

  300 American Metro Blvd Ste 230 Hamilton, NJ 08619

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:12/07/2022

  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.

  Feb 21,2022 I started my solar upgrade consult with Sunpower. Then by August 1 2022 the upgrade team finally arrived to start the upgrade process which took a couple of attempts because they did not bring the correct equipment.After that Sunpower stopped corresponding. My **************** was going to shut off my power becuase they charged a tampering fee which I paid on the very last day because no one from SunPower paid the fee.It has now been 4 months since they first started, repairs are still not completed, and equipment upgrade still pending.

  Business Response

  Date: 12/20/2022

  SunPower is in communication with the customer and we are attempting to resolve their issue.

  Customer Answer

  Date: 06/30/2023

  Date Sent: 6/29/2023 11:42:11 AM
  We are working to schedule a repeat visit to this customer home. 

  Business Response

  Date: 06/30/2023

  Date Sent: 6/29/2023 11:42:11 AM
  We are working to schedule a repeat visit to this customer home. 

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 19313673
  
  I am rejecting this response because:

  We are now on the schedule for July 13th for a site visit. Is it possible to leave this open? Or do I file another complaint if no additional steps are taken after the site visit?

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

• Initial Complaint

  Date:12/07/2022

  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.

  Our solar panels have not been working for a year. The installer came out, did troubleshooting, and sent all of the information to SunPower. They then sent their own person out THREE months later to do the same troubleshooting. That was two months ago. Now they sent an email saying they will send a repair person out THREE months from now to do repair on the monitoring and that's not even what's wrong! So now we're paying close to $600/month in PGE true up costs, $276/month for the solar panel loan and all we have are solar panels that are lawn decoration at this point. No one will help us, and we can't get answers from anyone. Please help us.

  Business Response

  Date: 01/06/2023

  We are currently set to go out to Homeowners home for system check regarding Microinverters.

• Initial Complaint

  Date:11/24/2022

  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.

  Date of transaction: Contract signed on May 12, 2021 Contract price: $36,800 (paid $14,720, remaining $22,080 not incl. $5k credit)What the business committed to provide you: 1) A 10kW ** solar system that will generate an est. ****** kWh system.2) Issue a $5,000 credit to homeowner for upgrading main electrical panel.What is the nature of the dispute:1) SunPower badly damaged ******* during solar install. Multiple roof comp shingles were torn and excessively worn shingles from foot traffic caused during installation. 2) Some ** panels were improperly fastened with missing mounting clamps. 3) An access hole was cut in the ceiling and left unpatched.4) Several ** panels and the frames were scratched during install and visible from street level.5) ** panels under producing rated power 6) The $5,000 electrical credit was not applied towards final bill.Has the business tried to resolve the problem?No. ** panels were installed on Oct 19th, 2022. Roof issues were immediately reported to SunPower on Oct 20th. Two SunPower field supervisors came out to inspect the damages on Oct 24th and arranged for a ACME ******************** to provide a repair estimate who came out on Oct 31st. After SunPower and their roofing company came out to inspect, there have been no further communications to when *******, ** panels, and ceiling will be repaired. I have tried contacting SunPower on several occasions via email and phone (left voicemails) but no one has returned any of my messages (tried unsuccessfully contacting my project manager and sales person). I did however receive the final bill in the amount of $22,080.00 which did not include the agreed $5,000 credit for the electrical panel upgrade which I paid for out-of-pocket.Lastly, the ** panels are under-generating power. I have opened a case with customer support on Nov 11th, 2022, which I have also not heard back from anyone.Account/order/tracking number:2918578-001

  Business Response

  Date: 12/22/2022

  SunPower is continuing to work with ************** regarding each of his concerns, and has advised ************** on the necessary steps to address the ceiling, and the credit mentioned. At this time, ****************** concerns about the roof and panels are being reviewed, and the next steps are being determined. We will continue to remain in contact with ************** regarding his concerns.

• Initial Complaint

  Date:11/09/2022

  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.

  Solar system starting producing at 38 to 41 kwh a day to 6 months later barely 15 kwh a day. Have warranty stating if system production is under 90 percent efficiency that on site inspection and repairs would be made but after numerous attempts to get sunpower to come and inspect system they only responds is clean panels. Panels have been cleaned and still every month their is a steady decline in output production...I need sunpower to either honor its warranty, pay my increased electric bill while they refuse to service the system, and or void contract due to them not honoring there end.

  Business Response

  Date: 11/16/2022

  SunPower has contacted customer to make aware of system production review and troubleshooting steps taken. Additional evaluation of system is required. Updates have been provided to the customer and will continue as they become available.

• Initial Complaint

  Date:10/25/2022

  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.

  I contacted ********* customer support a month ago, (in ***************) about an issue with my system. Was told that someone would be in contact with me in 24 to 72 hrs. after the 72 hrs I had to call back and happened get the same rep. ** said he wasn't sure what had happened. Again was assured that someone would be back in touch with me. Had to call back again got a different rep and got no were with her and asked to talk to a supervisor and was told that it could be up to 72 hrs for them to call back so they could look over the issue. (really!) Wrote a poor review on Trustpilot and had someone from the U.S. get hold of me, (******************* Ph: ************) gave me his direct line and was told I could call to get updates. Was told he was going to schedule for someone to come look at our system. NEVER HAPPENED! Tried calling him, no answer, no return call. Finally I called the line as if I were a new potential customer and got hold of ***********************, (the only one that really seemed to want to help!! She was great!! she found ****'s work email rather than going through the customer support email. ** said he would expedite a service call, got a date a month out. That will be 2 months since I contacted them!! I found that the problem started back in Jun!! Sun Run when we had a problem at our old house let us know we had a problem when our inverter stopped working with days! ********** nothing!! Then only way I get any replies to emails is to keep sending emails. It is like pulling teeth! reading the complaints on the BBB site it seems this is normal for them, make it difficult in hopes people will give up and they won't have to do anything. Ticket number is ******** Need a sooner date for on site visit

  Business Response

  Date: 11/09/2022

  SunPower has scheduled and confirmed a technician site visit to address and resolve customers system concerns. Updates will continue to be provided to the customer as they become available.

• Initial Complaint

  Date:10/21/2022

  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.

  SunPower sold and installed solar panels on my roof. They have worked well, except during this summer *********** 2022). My average solar generation is about **** KwH per month. At the end of the month, I sell those SRECs to ***** Exchange. However, the system stopped putting SRECs in my account from July 12 to August 31. During this time, their website stated that customers shouldn't worry, as they was a system issue, they were tracking all solar generation in the backend, and would add that "missed solar generation" when the system issues were resolved. The system issues were resolved in September, but there was no spike in my generation for September. See the logs below. * May 2022: I see generation of **** KwH * June 2022: I see generation of **** KwH * July 2022: I see generation of only 568 KwH <= problems started on 7/12 * Aug 2022: I see generation of 0 KwH * Sep 2022: I see generation of **** KwH For September, I was expecting about **** KwH (**** from Sept, **** from Aug, and 800 from July). I am therefore missing about **** KwH from my account.Even after repeated inquiries, neither the representative that told me not to worry about missing solar generation, nor their customer support department, has returned my emails. Calling them is pointless, as I've sat on-hold from 45 min to 1.5 hours, after which I've just given up.

  Business Response

  Date: 11/22/2022

  We have a system issues, limiting some of the data being viewing in our system. This HO has had his system historic data restored despite this issue. We do anticipate there may be issues in the future due to ongoing data migration. We do not have an 'end date'. Which is what the homeowner feels we should be able to provide. The system is producing solar and data is migrating normally at this time.

• Initial Complaint

  Date:10/12/2022

  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.

  I have solar panels from sunpower and they have not been working for over a year. There still is 22 years left on the warranty and the company is avoiding me. They are obligated to fix the systems and tell me to go to the dealer and set a schedule. The dealer will not do the repairs because they didn't do the installation. The company that did the installation pulled all contracts with sunpower due to the fact they are extremely hard to work with. So now I have a 50k dollar system that doesn't work and is costing me money.

  Business Response

  Date: 10/27/2022

  We are currently working with **** to ensure his system is working at full capacity.

• Initial Complaint

  Date:10/12/2022

  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.

  After numerous attempts at trying to communicate with solar power about an issue regarding my solar panels I have not received a response and I am continuing to be charged by my electricity company due to an issue regarding my panels. I am seeking a resolution to the issue with my panels and a refund of $320.

  Business Response

  Date: 11/03/2022

  SunPower is currently in contact with the customer, and addressing her concerns. A recent analysis completed by the SunPower Residential Performance team indicated that the system is producing as expected, and there are no issues found with the original design. SunPower is drafting an additional production/usage analysis that will be presented to the customer upon completion. ********************** will continue to communicate with the customer.

• Initial Complaint

  Date:09/30/2022

  Type:Customer Service 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.

  My Solar System has been offline since June 20, 2022. The error message is "Electrical Arc Detected and Check DC Generator" **************** SunPower is not responding to my request to repair my solar system. I reported my system down to them on 9/9/22 and attempted to contact them on the status of my repair. They have defaulted on our contract. I am a Paraplegic, retired, veteran I cannot afford $500 power bills. My Address ********************************************************************. Sunpower Lease# ****** Account No: ***********. Case # ********, ********, ********.

  Business Response

  Date: 10/25/2022

  SunPower has been in contact with the homeowner. We are working to resolve his concerns.

• Initial Complaint

  Date:09/29/2022

  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.

  My solar installation stopped producing power in April. I didn't notice this in the status app until June (I don't always check it every month). At that time SunPower said it was a known issue.First complaint: If they knew it was broken and they immediately knew the issues, why did they wait for me to call?They sent a tech who changed some parts. Now the system itself says it is generating power but not sending it back to grid. The SunPower monitoring says a component is having problems.They say that "a work order for a return visit has been sent to our ************** We will work with them to schedule an appointment and continue to monitor the progress of this case until the issue is resolved". This was almost 2 months ago. They have stopped responding to email and their support phone line is a 30+ minute wait.My solar system, which cost tens of thousands of dollars is being held hostage. I can not get them to respond. It has been down ALL SUMMER (peak solar months) so my annual true-up power bill will be very large.The last response was 9/7 - 5 months AFTER it failed and more than a month after they failed to fix it the first time. No response since then (now 9/29), despite repeated emails from me.

  Business Response

  Date: 11/04/2022

  SunPower has confirmed all faulted system equipment has been replaced and customer's system is fully functional. We are now in the process of reviewing any compensation requests and will provide customer with updates once completed.