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:01/24/2024

  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.

  Signed a contract for roof and solar install with battery backup 5/22 and still to date do not have a full functioning system. The roof leaked some the solar panels were not functioning the backup battery was defective and had to be replaced and is still not operational

  Business Response

  Date: 03/08/2024

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

  This letter serves to address a series of events and concerns regarding the roofing and solar panel installation for ******* ******* located at ** ******** ***** ** *** ******** **. Providing the best professionals for this particular project, I subcontracted *******' project to a very knowledgeable group of professionals, ******* **** *** *****. Arranging and preparing for the roof installation became a challenge due to rainy weather patterns that are common during that time of year in **. The roof was also 3500 square feet, requiring sealing and multiple days of work, which the client was aware of.

  Once we had the roof properly sealed and prepped, *******' wife demanded that we stop all work until her “professionals” gave her a second opinion, and she proceeded to threaten us with the police if we continued. In doing this, she halted the project for 2 weeks, even though we had begun our roofing process with the utmost professionalism and craftsmanship. Once we were able to return to the property, after weeks of stalling from the The ******* Family, the roof now required additional visits and work to guarantee moisture was completely rectified before we shingled. Once singling was done, we had to then pat down the shingles after settling, which did add additional time, but not by company fault.

  The work environment during this time was extremely hostile and uncomfortable for not only my employees and myself, but for the contractors as well. I received many complaints from my team about *******’ wife screaming while they were working on their property. She was extremely disrespectful and dehumanizing towards these professionals making it very challenging and dangerous for them.

  Despite the challenges on site, the roof was finished in a few weeks (only breaking due to weather and customers demands). When the roof was finished, I was contacted by ******* about a leak in the attic. I was in communication with the customer, and checked the issue. During this leak investigation, we found a nicked flashing rubber boot, that was unrelated to our new roofing installation, however we still replaced the flashing boot, and even double secured it with a boot cover, for the leaking flashing as well as all of their flashing on the entire site, all for no cost to the client.

  Once this additional issue was resolved, we got a start date for their solar system installation, and it was installed in 2 days. During the installation process, our electrician was working on the side of the home near the utility enclosure when *******’ wife halted the project again by complaining about the placement of equipment outside, and demanding that we move the utility enclosure box into the basement. My team was trying to do everything to make the customer happy, and agreed to move it for her. Once installation was complete, inspection was done and we were granted town approval to engage the utility company for PTO (Permission to Operate).

  The utility company went to the property multiple times without changing the meter, and never indicated any reasons why. After reaching out to the utility company directly, multiple times, we found that the issue was due to the utility enclosure not being placed outside. Once finding this out, I again communicated to *******, and told him I would move the utility enclosure back outside where we were going to originally place it, before his wife's demands. I was back on site within two days to rectify this issue.

  After fixing this for *******, the utility company was able to install the production meter outside. After turning the system on and running upgrades and testing, it was discovered that the battery had drained due to the lengthy time taken by the utility company and due to multiple challenging client complaints. At no cost to the project we facilitated a battery replacement with **, which again cost time and money to uninstall and reinstall the new battery.

  After battery replacement and completion, we were monitoring their system from our office, and it was discovered that there was a shorted solar panel that was causing a group of panels not to work. This was not an installation issue, it was a hardware issue from the ** Solar Panel being internally shorted. We again reached out and communicated with the customer, replaced the ** Solar Panel at no cost, and confirmed that all 54 solar panels were producing and working at 100%, which is still their production to this day. Also included in that production is their battery, which is also at 100% of storage to this day.

  Months after their solar installation, ******* contacted me about a minor power outage he encountered and stated that the battery we installed did not back up his home but it has 100% of storage. I again communicated, and agreed to check the issue. On site I contacted ********* and **, and we troubleshooted the site. It was found that the issue was due to a jammed auto transfer switch, which is a hardware issue. It took multiple hours to find the issue and troubleshoot back to being operable, by this time there was not enough daylight to do a storage test to prove backup is working and final test on the battery. When there is no daylight, the manufacturer of the battery does not recommend it and it is not allowed to void the warranty by doing backup testing without producing power. I told ******* that without daylight I could not do a backup test and would be back at my earliest availability, which was a Tuesday, only 2 work days later. That Tuesday we had a major snowstorm so we agreed to reschedule. Unfortunately due to the

  weather pattern and need for clear skies I communicated to ******* that as soon as the weather cleared we could schedule a new date he said okay. Two days later he mentioned if we had a date and I told him not yet and sent him the weather forecast that showed snow and clouds with rain for a week ahead. This was the last communication The very next day Mosaic emailed us another complaint from ******* stating that we were unresponsive. These complaints have been completely false as I have communicated with ******* since day 1 of the installation and have proof through phone, text, and email. Since the very beginning ******* and his wife repeatedly make complaints while being in communication. I told ******* personally if he does this again we will never work on his property again. This clearly proved another false complaint. This client made a statement that he was in support of new companies and professionals that have passion in their work and we could not be more satisfied with the great work that was performed by great talented professionals. After this client we have serviced over 1,000 properties and 99% 5 star reviews as we continue to provide excellent service and practice our trade. We are supposed to install and hand over ownership which we have done and we have addressed every encountered issue. It's unfortunate their patience ran out and thoughts to sabotage a company's integrity was a way to wish for a faster visit, safety and patience is needed due to high voltage equipment.

  The client has 25 year warranty they could hire any other technicians to do a backup test, we offer client visits at no cost due to installing issues and there not any on site and we still offered to service a hardware issue at no cost and during the process another false complaint due to that i would recommend anybody else other than SUNZER0 LLC.

  SUNZER0 LLC will offer this client an incentive contract to show our integrity was practical with all great intentions the ability to sign up for clean energy incentive that will pay them for clean production produced of the lifetime of the system this incentive could help client through these transitional stages if they are interested my office will email them the contract and being that they have a large system they will benefit from $500- $1,500 yearly paid out quarterly.

  Our team values the trust you've placed in us and remains committed to upholding the highest standards of professionalism and quality.

  We look forward to your response and moving towards a positive resolution. Best,

  Irwin M***** SUNZER0 LLC,

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

  Customer Answer

  Date: 03/08/2024

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

  Customer Answer

  Date: 03/16/2024

  Mr. ******* response is so unbelievably ridiculous that it almost doesn’t require a response.
  
  To begin, if Mr. ***** was not qualified to complete this project, he should not have taken it. Instead, he now tries to blame a subcontractor for the unacceptable outcome. Regardless of whether he did the work himself or subbed it out, my contract was with Sun Zero and Mr. ***** is ultimately responsible.
  
  The rest of his story is nothing but an attempt to confuse the issues by disparaging myself and my wife. At the end of the day, I have been left with a solar system that never has worked. Even though the system has never successfully run, Mr. ***** falsely told our financing bank that the job was completed, causing the bank to release final payment for this job that has NEVER BEEN FINISHED, and triggering my repayment period. Mr. ******* assertion that his “25 year warranty” offers me protection, Mr. ******* shoddy work has left me paying for a system that no other licensed ******* service provider is willing to work on. Finally, Mr. Munes’s offer of this incentive contract is beyond insulting and does nothing to address the problem – that we have been stuck paying the bill for a system that has never and will never work without substantial cost to remove and replace what Mr. ***** and Sunzero have done.

  Business Response

  Date: 04/01/2024

  This complaint is false and attached are the proof of this system fully functional until this day. This client clearly still makes false accusations that the system has never worked, also making these false statement to BBB and our financial Partner. For the record the group of professionals that we chose to work on this project for the roof and solar install did an amazing job, and could not ask for more than the workmanship offered, they also certified, and any personael on site will continue to be certified. We stopped communication when this client did another false accusation stating that we were not in full communication, but I serviced and fixed a hardware issue, the tripped faulty breaker caused the backup not to set, and this was set with ********* and documented. This procedure was completed, but could not do a backup test to test the backup mode but this ATS was left set and system fully functional. I told this client we needed another site visit due to weather and the very next day he did a false complaint that I was not in communication with him and these patterns are not acceptable by any company and this caused us to stop communicating with this client. When this client accepts this system is fully functional I would send another technician out. This client has other motives and to tarnish and discredit our accomplishments seems to be their intentions and we will not tolerate this behavior as we honored their install every step of the way. ********* has the Proof, We have access to the system and provided yesterdays production as proof for this statement, and our financial partner has the proof from us and *********. We have accomplished over 800 site installs and upgrade services and we have no complaints. Please see attached items.

   

  Best, Irwin