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:12/13/2024

  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.

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  SunnyMac deliberately decided not to work on resolving my issue unless, I make the payment for them to come to the site to troubleshoot the issue. As an installer, as per contract they are supposed to resolve the issue that I'm raising. I verified with SolarEdge (who provided Optimizer) and they suggested that issue is not with optimizer but it seems to be with the panels. SunnyMac is supposed to identify the issue before suggesting if customer has to make any payment for the service or not. I have another solar company before SunnyMac and I never had this kind of weird issue and getting no support from the installer. Unfortunately, now I'm stuck with SunnyMac as I have made a cash purchase with them. What they communicated that for them to come to the site to troubleshoot the issue, they will charge me. There is no specification in the contract about that. They must troubleshoot the issue first before suggesting if there will be any charge or not. They deny doing that. Unfortunately I do not have any other option other than thinking about legal route but that is also cost effective option. I will never advise anyone to work with SunnyMac in future. They simply will not provide any support after installation. 
  
  
  Regards,
  Complaint ID: 22684676
   
  
  
  
   

  

  Business Response

  Date: 12/16/2024

  Thank you for sharing your concerns with us. We understand how frustrating this situation must feel, and we truly appreciate the opportunity to clarify.
  We’ve been in active communication with you regarding the issue and offered to come out to troubleshoot and assess for any malfunctioning parts. We assured you that if any components were found to be defective, they would be replaced at no cost to you, as we fully honor our warranties. Upon reviewing your system’s production, we noted that it was actually exceeding the originally estimated output, which suggests that the system itself is performing well.
  That said, we understand the importance of keeping your system running at its best. We did inform you that if the issue wasn’t related to equipment and the system simply needed cleaning, there would be a charge for that service. Cleaning is an optional service we offer to help maximize efficiency, but it is not a requirement.
  We have also included, on this response, our chat conversation with SolarEdge confirming that they looked into any issues. The identified the panels in questions and confirmed that the issues is most likely from dirt or shade on those panels as they could find no error or issues on the system. Even with this we offered to come out and check everything but needed to let you know that if it was just dirt or shade that there would be a service fee involved. If the result of our inspection showed product defect that would have been covered but because the manufacture ruled that out we wanted to be transparent with our pricing on cleaning. We value you as a customer and remain committed to ensuring your satisfaction. If you’d like to proceed with troubleshooting or discuss the matter further, please don’t hesitate to reach out. Your trust and peace of mind are very important to us.

  

  Business Response

  Date: 12/27/2024

  Thank you for sharing your concerns. At SunnyMac, we deeply value transparency and strive to provide reliable, end-to-end support for all our customers. We sincerely regret that you feel unsupported during this process.
  To clarify, we have thoroughly investigated your system's performance, including extensive communication with SolarEdge. They confirmed that the underproduction is not due to equipment failure but likely external factors such as shading or dirt accumulation. This communication from them, confirming such, was attached previously. Despite this, we offered to visit your site for troubleshooting with a clear explanation of potential costs if the issue isn't equipment-related. This approach is in line with ensuring fair service and avoiding unexpected charges for our customers.
  We understand this situation is frustrating, and we remain committed to resolving it in the most practical way. Please know that if the problem does prove to be equipment-related, our visit will be covered under your system warranty at no cost. We aim to uphold our promise of being a trusted solar partner while maintaining transparency and fairness.
  If you’d like to discuss further or arrange the visit, please don’t hesitate to contact us directly. We’re here to help and hope to find a resolution that restores your confidence in SunnyMac.

• Initial Complaint

  Date:11/17/2024

  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.

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  I do NOT accept this response. **** ***** at SunnyMac Solar is the contact we had that was working on the SMART rebate. We even have emails where he submitted information that was not complete and it got bounced back. The contract says that SunnyMac hired SkyLine as the installer, but SunnyMac was responsible for the filing for the SMART rebate. We've filed BBB complaints against all three companies involved in our solar installation and they're all just pointing fingers at each other. We filed against Sunnova (ID22546212), Skyline (ID 22546175) and SunnyMac (ID 22568417). No one is taking responsibility for this significant amount of money owed to us. SunnyMac should be the company that resolves this issue - either by submitting proper paperwork or, if the incentive has expired, reimbursing me for the money I was supposed to receive. Please pursue this unfair outcome.
  
  Regards,
  Complaint ID: 22568417
   
  
  
   
   y the originator SunnyMac to install the project only. Skyline Solar was not responsible for any of the rebates or other normal paperwork on this job. This would fall under the originator SunnyMac. **** ***** is the contact we have that should be responsible for the paperwork/rebates side of the install.
  
  Despite this not being a part of our scope of work I would be more then willing to help you in any way contact those who are supposed to take care of this work.
  
  Thank you,
  
  **** D.
  
  My email is ****@skylinesolar.net, I will be sending you an email with my complete contact information.

  

  Business Response

  Date: 12/06/2024

  Thank you for sharing the details of your ongoing situation, and I want to express our genuine sympathy for the frustration you’ve endured regarding your Massachusetts SMART Solar Incentive Program rebate. At SunnyMac Solar, we take our commitment to our customers seriously, which is why we’ve worked tirelessly on your behalf for years, exchanging hundreds of emails to seek a resolution.
  Unfortunately, Sunnova has made it clear, as referenced in the attached communication, that the installer is solely responsible for completing and submitting the documentation necessary for incentive programs. In this case, Skyline Solar, as the installer, bears the responsibility for handling this process. While SunnyMac was not the installer for your project, we recognize our role as part of the process, and this is why we have strongly advocated for you since the issue arose.
  We deeply regret that our efforts have not yet delivered the outcome you deserve, and we wish there was more within our direct control to resolve this matter.

  

  Business Response

  Date: 12/18/2024

  While we still maintain that the installer is responsible for filing and obtaining the SMART rebate, we fully recognize the significant hardship this situation has caused you. We understand the importance of resolving this matter and are committed to doing everything within our power to address it.
  To that end, we have re-engaged with the SMART program to determine what options might be available at this stage in the process. Our team is actively working to gather information and explore all possible avenues to resolve this issue on your behalf. We are dedicated to staying in close contact with the program administrators, and we will promptly communicate any updates or guidance we receive.
  Thank you for your patience as we work through this. We are determined to find a way forward and will keep you informed every step of the way.

• Initial Complaint

  Date:09/25/2024

  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 our solar panels removed on 7/10/24 for a new roof. New roof was installed on 7/11/24. SunPower/SunnyMac failed to come back and re-install the solar panels for us despite our effort to reach out to them many times. We need a response/solution.

  

  Business Response

  Date: 09/27/2024

  Thank you for reaching out and sharing your experience. After reviewing our records, we were unable to locate any details of your project in our system. It sounds like the panels may have been removed by SunPower, and unfortunately, they went out of business before completing the reinstallation. While we did partner with SunPower many years ago, we no longer have any affiliation with them and are not authorized to service their projects.
  We understand this situation is frustrating, but we recommend reaching out to another certified service provider who can assist with your solar panel reinstallation. We wish you the best in resolving this as quickly as possible.

• Initial Complaint

  Date:09/24/2024

  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.

  I signed the contract in October of 2023 and was not aware that I gonna have to start having to pay interest right away and that my first payment wasn’t until January of 2024 and then the project manager quit and was never replaced and they were supposed to help her get a broker to start selling SREC’s and they never did so she could have started getting them almost a year ago and now she is not able to sell them from before she signed.

  

  Business Response

  Date: 09/27/2024

  Thank you for sharing your experience, and we are truly sorry for the confusion and frustration you've faced. It sounds like there were miscommunications about the payment schedule and interest timing, and we are disappointed to hear that your project manager left without proper follow-up on crucial steps like SREC brokering.
  At SunnyMac, we value stability and providing comprehensive support throughout the solar process, so it's concerning to hear this wasn’t the case. We would love to help resolve this for you. We will have one of our SREC specialist reach out so that we can further understand the issue and provide proper support. 
  We appreciate your patience and are committed to ensuring this situation is handled properly moving forward.

• Initial Complaint

  Date:09/17/2024

  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.

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. I just want SunnyMac to lose my information. The next time I will initiate litigation.

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 22297268
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

  

  Business Response

  Date: 09/23/2024

  We want to sincerely apologize for the troubling experience you and your wife had with one of our representatives. This behavior is unacceptable, and it’s not how we operate at SunnyMac. We understand how frustrating and intrusive this must have felt, and we take your concerns very seriously. We're already looking into this matter to identify the sales rep involved and ensure appropriate action is taken. This is not reflective of our values, and we’re committed to making sure it doesn’t happen again. We’ll also be reviewing our practices with all of our sales teams to ensure they are fully respecting local laws, no-knock lists, and the personal boundaries of our community members. Thank you for bringing this to our attention. We value your feedback, and we’re committed to addressing it properly. If there’s anything else you’d like to share or if you have any further concerns, please don’t hesitate to let us know.

• Initial Complaint

  Date:08/22/2024

  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.

  We were tricked and deceived by a salesman from SunnyMac who sold us solar panels. We were advised that our monthly bill would NEVER go up. (Currently $331.00) I just received a notice from the finance company (Sunnova) that unless we pay $29,988.86 by October 2024 our monthly bill will go up to $486.00. I called Sunnova and apparently that rate was only good for 18 months.
  We are disgusted that this representative knowingly took advantage of us. $150 a month is a lot of money for us and I'm sure it will continue to keep going up. I wish we NEVER trusted this company. We would have NEVER signed if they were truthful.

  

  Business Response

  Date: 08/27/2024

  We're truly sorry to hear that you feel misled by your salesperson. At SunnyMac, we take great pride in doing things the right way, and it's clear that your experience did not reflect this. We will promptly identify the salesperson involved in your sale and review their approach to ensure that all critical aspects are communicated clearly and transparently.

  
  The contract with Sunnova is designed to be straightforward, and it should have been thoroughly reviewed with you. On the first page of the contract, the right-hand side details the monthly payments for the first 18 months, the additional payment you referenced, and the adjusted monthly payment starting in month 19 if that additional payment is not made. This information is also covered during Sunnova’s validation call, where key contract terms are reviewed with every customer.

  We appreciate you bringing this to our attention, and we're committed to making sure that future customers do not have similar concerns.

• Initial Complaint

  Date:07/18/2024

  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.

  My project is half done they never came back to do the rest of the project I've been calling for months trying to find out why this project is not completed been to two salespeople three people I call at the main number no one returns your call I am looking for someone named David gandy at Sunny Mac try and get a hold of them it's absolutely impossible what a terrible company I'm stuck with solar panels that are not hooked up the other half is what is going on with this company

  

  Business Response

  Date: 07/19/2024

  We apologize for any confusion that may have been caused on our end.  We just followed up with the Project Manager that you have been in contact with and the let us know that you have just spoken with her again.  The project is moving along as it should at this point but we do apologize for any delays that occurred earlier in the process. We will continue to remain in contact as we have and provide updates along the way.  

• Initial Complaint

  Date:05/15/2024

  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 installed a 220 line prior to contract and install of solar, had agreement with sales person line would be counted when they design the system. It was not, now system not producing enough to run home, going back and forth with sunnymac and designer ****** ******* they keep stringing me along hoping I go away, had enough, they keep saying they are going to do something, all I get is talk, I am have this problem because of there employee..NEED HELP

  

  Business Response

  Date: 05/23/2024

  Thank you for reaching out and bringing this matter to our
  attention. We apologize for any inconvenience and frustration you’ve
  experienced. Your satisfaction is our top priority, and we take your concerns
  very seriously.
  We have thoroughly reviewed this situation to better
  understand your system’s production and the design of the system.  When we design a system, our goal is always to
  ensure that we are clear on projected production and that it meets your consumption
  needs.  We have looked at your usage from
  the utility bills that you provided (attached for reference). We also looked at
  what the contract stated as it relates to estimated production (also attached for
  reference). Then we evaluated your system’s current production over the last
  year (also attached for reference).
  We have concluded that that your system was built to meet
  the energy consumption information that you had provided and is currently producing
  more than the estimated production stated in the contract. We apologize for any
  perceived attempt by us to string you along, that was not our intention as
  customer satisfaction is a top priority for us.
  Thank you for your patience, and we appreciate your
  understanding. We look forward to resolving this issue for you quickly.