Complaints

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

close

Find a Location

Zeo Energy Corp has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Zeo Energy Corp

  7625 Little Rd Suite 200A New Port Richey, FL 34654

• 

  Sunergy Solar, LLC

  1636 J D Miller Rd Santa Rosa Beach, FL 32459-5452

• 

  Sunergy

  208 N Orem Blvd Orem, UT 84057

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:05/09/2025

  Type:Product 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.

  I was informed by my solar system that my solar panels have not been working since March 31st. I tried to fix the problem but I am getting no power to my box. I tried to contact Enphase. Their trouble shooting didn't work and they told me I had to contact Sunergy. I called Sunergy on May 2nd. I left a voicemail. On May 7th, I still had not received a response and came onto BBB. It provided an email we could contact from sunergy. I emailed that email and chose to wait to make a complaint. As of today, 5/9, I still have not had contact with the company. I am paying for something that isn't even working/helping me. I cannot get ahold of anyone and just want it fixed. This is ridiculous.

  Business Response

  Date: 05/09/2025

  ******,

  We greatly appreciate your concern for your system. We have had our executive resolutions agent reach out, and he's reported that the issue was a miscommunication about available service hours. The issue should be resolved, please reach out again about any other concerns to the specific agents email, or by contacting ***************************************************************

  Customer Answer

  Date: 05/09/2025

   
  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 disagree about it being in regard to the business hours, due to the fact that they still should've replied to the email and should also make a system where someone actually listens to voicemails (or not accept voicemails at all). That being said, I talked to the company and they will be calling me later to set up an appointment to come check on my system. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/24/2025

  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.

  Nov *****, zeo energy salesman came to my home, saying they **uld save me $100.00 per month on my energy bill. He crunched the numbers on a recent energy bill of mine. Says my bill will never be more than $160.00 per month. I thought Zeo and my local energy ** were working together - i furnish the place for solar panels, the energy ** (Dominion) reaps the power, sell some back to me and share the rest with other **nsumers. Great deal! So the salesman says he has no paperwork, that i have to sign electronically! I did not read details because he indicates it is what we just discussed. All seems well. In April their leasing ** wants my bank info for billing! Only then do I know the truth - they are charging me $160. (Increasing each yr). I finally order a **py of the **ntract which I had never seen! I find they will charge me for 25 yrs; the solar panels be**me less efficient as their price rises each year; they have a lien on my house; my panels are not **nnected to Dominion; and they don't store energy (no sun, no energy!) The salesman made no effort to make me aware of any of this. (I knew nothing of solar prior to this en**unter). I later learned that i should have had 3 days to look over the **ntract and cancel (never saw the **ntract until 5 months later! He asked for my email which i told him i do not use. I would NEVER have agreed to the things **ntained in the **ntract! I feel so taken advantage of! I am 77, and trying to run a household alone, and tend to my 85 yr old husband who has dementia. I do not need this!

  Business Response

  Date: 04/25/2025

  *****,

  Thank you for voicing your concern. Zeo Energy does everything in their power to ensure transparency throughout the installation of any of our systems. We reviewed the welcome call, which is an introductory phone call with the signee. It was performed with both you and your husband, who we have documented on the contract. As we reviewed the call, you and your husband had the terms explained orally and agreed to them. Additionally, there were numerous calls throughout the installation process for permits and scheduling dates, several of which you answered and scheduled. Again, we do our upmost diligence to ensure the installation process happens smoothly, and rely heavily on the signed written agreements and welcome calls performed. 

  Customer Answer

  Date: 05/18/2025

  Please see attached response.

  Business Response

  Date: 05/19/2025

  *****,

  We want to uphold transparency throughout the entire installation process. We as installers must rely on the documents that are signed, either electronically or in person. We rely on several confirmations- the signed contract and a "welcome call", that covers all terms of the agreement and must be accepted orally. We have gone through several steps on your system installation and have initiated contact several times. While cancellation is no longer an option, we would love to work with you on a solution. 

• Initial Complaint

  Date:04/24/2025

  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 entered into contract with Sunergy Solar LLC based in ***********************, ** on 3/11/25 for a solar panel with grid tie install on my home. The estimate for the system installation was $63128.17 minus any Government grants or aid. The contract clearly states that I had 3 days to cancel. If canceling after three days there would be a 10% charge or invoice for cancellation. However two things needed to be completed prior to install. 1) a site survey to determine feasibility 2) loans would need to be secured to fund the install. 1st complaint: Fees are excessive for canceling a contract.2nd complaint: Site survey did not occur until after the three day cancellation period had expired. Thus it is not possible to make an educated decision regarding cancellation prior to the 3 days granted by the contract. And even if canceled, customer is guaranteed to be invoiced for the cancellation regardless of the outcome.3rd complaint: Company used strong arm tactics and threats to try and secure the contract.4th complaint: Loan ******* never contacted me directly to secure the loan.5th complaint: Paying an cancellation invoice for $3500.00 when the site survey took at most 45 minutes is excessive and I do not believe it would hold up in court.

  Business Response

  Date: 04/30/2025

  ****,

  We apologize for the experience you've experienced this far with your solar installation. We strive for transparency throughout the installation process. If you could email us at ************************************** we would love to look into this further and assist with the cancellation fees. 

• Initial Complaint

  Date:04/14/2025

  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.

  A sales *** came door to door in my neighborhood asking if we wanted to hear about a government program that was giving away solar panels to eligible residents. They asked us questions and said they'd be in touch if we qualified. About 3 weeks later they got back to ** and said we qualified and they'd send out another ***resentative to discuss the details. The guy came and explained that the government was running a program to conserve energy and that it would save us a lot on our electric bill. We asked if we had to pay for this program and he assured us ***etitively that there was no charge, it was a "government energy conservation program". He said they'd run a "soft credit check" and I asked again if we had to pay anything out of pocket and he said no. The only costs that were EVER mentioned in this conversation was $151, which he said would be your future monthly electric costs. A LOAN WAS NEVER, EVER MENTIONED. NOT ONCE and both my husband and I were present for the entirety of this conversation. He assured us of this as we signed the paperwork. Then he called someone who were supposed to explain terms and conditions. The connection was so bad you couldn't understand a word, and we questioned this but he said he'd "explain it, that it was basically what he said." He said he didn't have a copy of the contract for us and that he'd email it. This was July 2024. They came out and installed the solar panels and we received a bill for a loan in the amount $29,000 and today is $35,000 with interest and penalties. It's gone against my credit and I now have a lien on my home. The girl that came from the power company to turn them on (which we refused) said she's had several people tell her they were also scammed. I've called several times for a copy of the contract and one has still not been produced. I've gotten in touch with my attorney and am ready to go to court and then will be looking into filing a class action lawsuit.

  Business Response

  Date: 04/14/2025

  ******,

  We sincerely apologize if anything was not made clear via the Welcome Call mentioned, or the written contract that was docusigned. However, we do see that our Internal Retentions Manager had reached out regarding your concerns and resolved the issue? On February 5th, 2025, he was informed of the misunderstanding and had reached out, explaining how a solar panel system works financially and that you were willing to move forward with the project. After that point, we had made many attempts to reach you to help get your system operational and producing, as you are extremely close to having your system turned on. We currently are doing everything we can to get you a system that produces and lowers your electric bill.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23196296
  
  I am rejecting this response because:

  No, the matter was never resolved. I called and was told Id receive a copy of the contract via email and still have not received it. You also are ignoring the entire fact that I was sold these solar panels under fraudulent pretenses. We were scammed and have not turned them on because we will not be using them. I will likely need to have them professionally removed and our roof repaired, which I will add to the list of grievances in the lawsuit. I want this off my credit and the loan resolved, as this is not what we signed up for.

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

  Business Response

  Date: 04/15/2025

  ******,

  Thank you for the prompt response. As a national company, we want to ensure that the process is transparent and clear. That being said, we do have to uphold what is signed for. Every home installation agreement has a Docusigned Certificate of Completion, which includes proof of signatures and timestamps on when documents are sent to the homeowner. We checked our records and it shows a signature on 06/04/2024 from the email ************************ Because it was legitimately signed, we uphold the written agreement. We want to help out with any current concerns to the best of our ability, to ensure you have a functional and operating system.

• Initial Complaint

  Date:03/24/2025

  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.

  Zeo Energy fit solar panels to my roof. They caused a leak which damaged my ceiling. They attempted repair, but it leaked again. They are willing to repair the drywall, but are refusing to paint the ceiling or pay for a contractor to paint it. They only want to patch paint, which will not match. The whole ceiling of the room needs to be painted. They also gave incorrect information to the billing company and I have been billed for service that I did not receive and have been fraudulently charged for not using autopay, when I have not made a payment. I have spent the last two months trying to get this fixed. Then they charge late fees, when they are yet to provide an accurate bill.

  Business Response

  Date: 03/28/2025

  *******,

  Thank you for your prompt response. We are sorry to hear that you've had a poor experience with your system. While the condition of the roof prior to install may have led to issues with the leakage, we want to do everything possible to repair any damage that happened. While we are not paint professionals, we have reached out and offered to contract out a professional to paint-match for you. In regards to the billing information, if any invoices were inaccurately sent we would love to coordinate with you and amend/reimburse for the incorrect amounts. We look forward to your reply.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23109653
  
  I am rejecting this response because: The roof was new and in perfect condition. Your technician has left it unfinished and told me to "knock the texture down with a knife after a few days" This is the second time the roof leaked due to incompetent installation. I have been working on this for two months now. I requested a proper professional ages ago and you refused, only offering that after I filed the complaint.  I need a professional of my choosing to fix the ceiling texture and paint the entire ceiling as it won't match otherwise. I have no faith left in the skills of any of your workers. 

  As for the billing issues, you told Enphase that I had permission to operate when I did not, I have been billed for service in January when I did not receive a permit to operate until Feb 11th. I have spent the last two months trying to straighten it out with them. You need to give them the correct information. As you can see by the attachment the inspection that passed was Feb 11th, 2025. You failed several inspections before that. So, I have received incorrect billing and late fees due to your incompetence. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 03/28/2025

  *******,

  In regards to the painting of the ceiling, the crew had painted the section affected. However, it sounds that you are unhappy with the repair. We would need to contract out any additional services for the paint on Sunergy's part, to ensure the professional's credibility. In regards to any payments that may have been charged due to autopay, those details are with the financier and would need to be addressed with them. However, as previously mentioned, as an act of goodwill, Zeo would be willing to help with any overcharges for prior payments.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23109653
  
  I am rejecting this response because: The crew (one guy, who told me he has never done texturing but watched a you tube video) did not paint anything, he did a very substandard job, left drywall mud on my walls and told me to finish it in a few days. I would like to get my own professional in to fix the ceiling and paint the whole ceiling so it matches. So, it is like it was before your crews damaged it twice. I think you should reimburse me the cost of getting it put right by a true professional. Your hires have all been substandard, and I see no reason why you would be any different.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 03/31/2025

  *******,

   

  When contracting out specific paint professionals, we prefer to have the contractors selected through ***. However, we want to help accommodate to your requests. If you could send us the contractor information of your preferred service, we can communicate with them to have this issue resolved. 

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23109653
  
  I am rejecting this response because: I can accept that. The Contractor I prefer is Chase ********* ***** ****, ************
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 04/01/2025

  *******,

   

  That sounds perfect. Our representative for repairs will reach out and coordinate that service!

  Customer Answer

  Date: 04/01/2025

   
  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:02/25/2025

  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.

  Installation of solar system ***** I have damage to my house from installation that they keep putting off repeatedly.Solar did not work for around 6 months due to an inverter problem they knew about I feel I am paying way too much in electricity per month, this is not what I expected.I have attached the payments made to Sunergy/Goodleap. I wrote down my FPL eclectic bill amounts to show how much this is costing me. I am 62 years old, I can't afford this.

  Business Response

  Date: 03/03/2025

  ******,

  We apologize for the experience you've had up to this point with solar. As a national company, we work to ensure all homeowners receive their system operation promptly. Unfortunately, when issues occur on a home that we are unaware about, we sometimes need to work with utility companies in the serviced area. As we are not the utility, and rather work with them, we are on their schedule and must wait for their availability. Regarding the electric bill amounts, we use an estimate of your usage data to build your system. If that usage increases, you will see an increased utility bill naturally, as the panels wouldn't produce what we didn't estimate for. Again, we are disheartened to hear of any miscommunication that may have happened, and would love to clarify anything should you have additional questions. 

• Initial Complaint

  Date:02/11/2025

  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.

  After being put in contact with Sunergy by a company known as Omega Solar. We had solar panels installed. We later discovered that everything that was told to us by Omega Solar was a lie to get us to sign the contract for the panels. We signed a contract with Sunergy based on the false information that we were told. We were informed that it would power our entire house. We were informed of a $365 bill that we would have to pay for these panels. After installation, we were told that it would not back up our entire house by Sunergy. I made a complaint to *****, and they told me to just plug in heaters to the 4 circuits that I was informed that the equipment would actually support. Omega Solar had told us that our bill would be mostly gone. It has steadily gone up. When I contacted Sunergy to get help, I was informed that there was nothing that they would do. They said the panels were in the ground for too long. I had tried to get help with this prior to them being in the ground for even a year, but I could not find any information and I did know who to contact. You only have 3-10 days to cancel the contract. We did not find out any of this information till well after 3-10 days.

  Business Response

  Date: 02/11/2025

  Dear Mr ****************** you for taking the time to share your concerns with us. We understand your frustration and would like to clarify Sunergy's role in the situation as described.
  First, it is important to note that Sunergy's contract and services are based on the information provided by our own team, and we are not responsible for any claims or misinformation that may have been presented to you by Omega Solar prior to your engagement with us. Sunergy works independently from Omega Solar, and any agreements made or information shared by Omega Solar cant be upheld by us, as we are a separate company.
  Regarding the specifics of the solar installation, Sunergy accurately communicated the capabilities and limitations of the solar system during the contract process. We make every effort to provide clear and transparent information, including energy production estimates and system capabilities, based on standard usage calculations. We regret any confusion that may have arisen, but it is important to clarify that the solar system was designed to meet the specifications and limitations outlined in the contract.
  In terms of your request for assistance, we regret to hear that the situation has led to dissatisfaction. However, due to the terms of the contract, including the cancellation period which was clearly outlined at the time of signing, we are unable to offer a resolution outside of the agreed-upon contract terms. We always encourage customers to carefully review the agreement and contact us within the cancellation window if there are any concerns.
  We empathize with the challenges you're facing, and while we are unable to take responsibility for Omega Solar's actions or claims, we would be happy to answer any further questions regarding your system's performance or help you with available options moving forward.
  Thank you for your understanding.
  

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22927360
  
  I am rejecting this response because:

  You claim no responsibility for what they did, but allowed them to do it. When we discovered that we were mislead, you refuse to do anything about it.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 02/14/2025

  ****,

  We at Sunergy thoroughly research each account to ensure candor and accuracy. As a national company, we do this to maintain our status as a leading solar company. We truly apologize if there was miscommunication between you and the company Omega Solar. When documents are sent from another company and signed by a homeowner, please understand that there is nothing we can do to affect what is signed and what isn't. The information that we have about signed documents is what we have to use and apply. Production from a system is signed for in an agreement, and we work within that tolerance. We again apologize for this issue, and that it's affected your view of solar. 

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22927360
  
  I am rejecting this response because:
  This company was going out on your behalf and selling solar using intentionally misleading information to get people to sign. They hide it cover everything till after installation is completed. Doing business with them based on fraudulent claims is not good for the customers or the company.
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:02/10/2025

  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.

  In 2021, we had a sales *** from Sunergy show up at our house to discuss a whole-home solar power system. As part of the process, he performed a 12-month assessment of our electric grid usage and told us he engineered a system that would provide us 110% of the electric power we would need. The system seemed to work as advertised by the sales *** until September of 2024, when we started to get much larger than expected electric bills from our electric company. After receiving another large electric bill in January of 2025, I contacted Sunergy to notify them that between the larger than expected electric bills starting in September of 2024 and the monthly solar loan payments, $505/mo., we are now paying much more per month for our electricity then before we had the solar system installed. Sunergy looked into my solar system and told me that 14 of my solar panels stopped working in September of 2024. When I asked why Sunergy, the seller and installer of my solar system, didn't know about this problem until I contacted them, their response was that it is the responsibility of the homeowner to monitor their solar systems for issues. The sales ***. of course never mentioned this to us. An $85,000 solar system that needs to be monitored by the homeowner is absurd and unreasonable.

  Business Response

  Date: 02/14/2025

  *****,

  We sincerely apologize for this issue you've had to deal with. From your previous response, it seems that you were initially optimistic for the system. While we are a national company that services many states, incidents do occur and we apologize that this is what you've had to deal with. We had reached out on February 7, 2025 about repairing the panels that were not producing, and are actively messaging you about a few remaining panels that may need additional work. There are many reasons for panels not reporting, and while we cannot state that Sunergy has fault with the information we've collected so far, we want to help make this right. 
  
  As an act of good faith and trust, we would love to work with you, and look into the period of time that the panels were down- reimbursing when necessary for the lost production from the panels that were not reporting. Again, we are a national company and apologize that an incident like this happened, and want to actively help you receive the service you originally were expecting. 

• Initial Complaint

  Date:02/03/2025

  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.

  Over the summer, a solar panel salesman came to my house and explained panels to me. He told me that I would not be responsible for paying off my panels if I were to sell my house. He stated that if I sold the house and the new owners did not want the panels they would come and get them. I was told after by the loan company this is untrue. He told me the money I would get back from my tax credit would not be needed to put into in the panels because I would not need to ever have to pay the panels off. He told me that there would be no interest on my panels and that I would be paying 80 dollars a month (cheaper than my electric bill usually is). He said I would be getting credit into my account every month to go towards my payments. After the panels were finally installed and I see the loan closing come out, I NEVER saw the document that showed I was on a loan with interest! My name is on a docusign which I never saw the agreements where that would be an interest rate of 4 percent and that it would end up costing me what it will. I was put on a loan with interest and will end up paying 50k for these panels which is about 20k in interest. I also will have an extremely high bill every single month close to 200 dollars . I also was told that if my panels dont create enough light, my bill will not be higher with the electric company as it would balance out. I would have never agreed to this and I was scammed by this salesman. I was told lies and he asked me to sign many things without showing me what was on the contract. He never once told me. I trusted what he said and now I am going to be in a lot of debt and struggle to pay my bills. I did not get the closure of the loan and what my payments were until January 30th when I signed the papers he asked on 6/01/2024

  Business Response

  Date: 02/11/2025

  Im truly sorry to hear about your experience, and I completely understand how frustrating and concerning this situation must be for you. It's incredibly difficult when you're given incorrect information and end up in a position that is both financially burdensome and stressful.
  
  I want to clarify that the salesperson you interacted with was from a third-party sales team, and they are separate from our company. Unfortunately, we do not have direct control over what was communicated to you or the terms that were set forth by the sales team. Were genuinely sorry that they didnt provide the level of transparency and honesty you should have received.
  
  I would encourage you to reach out to the company that sold you the panels. They may be able to help address some of the discrepancies or concerns you raised, especially with regard to the miscommunication about interest rates, payments, and the loan terms. Its also worth exploring if they have a customer service or dispute resolution process that could help with this matter.
  
  Again, I am so sorry you're going through this, if there's anything else we can do, please don't hesitate to reach out.

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22892287
  
  I am rejecting this response because: even though this is a third party salesman this is still a contract that reflects your business and if you have salesman from another company being dishonest and doing illegal representation of your companys contract would this not be something that you would look into as this is also a reflection your of your company. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/17/2025

  Marina,

   

  We appreciate your prompt response to your concern. As we are a national company and serve thousands of homeowners annually, that also means that we work with many different salesforces to ensure that homeowners in our serviced states are able to receive consultations for a system. While we strongly enforce transparency within Sunergy, we have a limit to what can be enforced within our partners.

  We appreciate the concern about this specific sales organization, and will actively review the accounts that were made from them. We as a nation-wide company look to work with transparent partners, and will do our due diligence to ensure they are still a company we want to partner with. If necessary, you can leave a complaint with them to help accounts sold through them moving forward. 

  Ultimately, we cannot be in the home with the representative or know what was verbally agreed, which legally is why we adhere to what was signed in an agreement. We would love to reach out and work towards a solution within the parameters of what was signed. Again, we apologize for your experience up to this point, and we are more than willing to explore options while respecting what we can control within the agreement. 

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22892287
  
  I am rejecting this response because: per your contract, it says that you have an informal process to dispute the contract should there be a misrepresentation and/or interpretation of the contract. The contract requested I send a letter which was sent last week and that your company has 30 days to reply. I have been putting any legal processes on hold before going through with a lawyer or the district attorneys office per the contract which says we can agree to work through the dispute in an informal manner.

   

  please let me know what are some of the options we have and I would prefer someone reach out to me directly as I have tried to contact both companies many times, I am being patient as I can but I now have a loan in my name that was unauthorized to begin with and they are requesting funded. 
  

  Please let me know me know what your thoughts are as I have been very patient before proceeding forward in a legal manner. As a consumer, I have legal protections. Per your contract I prefer to do this informally before going forward another way.

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

• Initial Complaint

  Date:01/07/2025

  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 started with my solar project in Feb of 2024. Its now January of 2025 and I still dont have functioning power. The company is non responsive to my issues. They dont return my calls when asked. They dont respond to the text line. The owner said he was going to research and still hasnt reached out to me. Im given the run around and yet they are billing me for a service that isnt functioning. The project was supposed to take no more than 6 months. Were going on a year. This is completely unacceptable. When someone answers the phone, Im passed around to people who can never assist.

  Business Response

  Date: 01/14/2025

  Thank you for reaching out and sharing your concerns. I sincerely apologize for the delays and lack of communication youve experienced. Your frustration is completely understandable, and I want to ensure you receive the clarity and resolution you deserve.
  Here is an update on your projects status:
  
  -The utility company granted permission to operate your system on December 20, 2024.
  -Following activation, we monitored your system from December 20 to January 9, 2025, to ensure it was producing power as expected. During this period, the system operated normally.
  -We understand you recently contacted us regarding an incorrect power consumption assessment from your sales provider (a separate entity from Zeo Energy). Your concerns are important, and our Director of Customer Experience will personally reach out to review this matter and help resolve it.
  
  Regarding the delays, I want to acknowledge the unexpected need to upgrade your main service panel, which unfortunately extended your project timeline. While such upgrades are sometimes necessary, I regret that we did not communicate this earlier or more clearly during the process about the delays it would cause.
  I recognize your concerns about communication, and we are committed to improving in this area. We value your patience and will work diligently to ensure all outstanding issues are resolved promptly. Please dont hesitate to reach out to me directly at ****************************************** if you have additional questions or require further assistance.
  
  Thank you for allowing us the opportunity to address this and restore your confidence in Zeo Energy.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22780065
  
  I am rejecting this response because:
  Hiding behind an email isnt an apology. If you cared youd pick up the phone to talk to me. My delays go far beyond needing a panel upgrade. Associates let me sit in statuss that were no longer applicable. Im getting the run around when it comes to the finance company. No one can give me a number that reaches them and this is the company that Sunergy established. I feel completely bamboozled. I did not get solar to be a good ******* of the earth. I did it to save money and now I have an electric bill and a solar bill. More money is being spent. I have less people in my house than during the assessment. Using far less power but yet Im still 85% dependent on the grid. That makes no sense at all. I have my heat set to come on at 67 degrees for Petes sake.  You created a text line that no one responds to. You have phone numbers that just disconnect you. Im always told someone will call me back and they dont. This is completely unacceptable. 
  Sincerely,
  
  ******** ********

  Business Response

  Date: 01/16/2025

  Hi ********,
  I want to let you know that Ive called and left you a voicemail with my direct callback number, ************, so you can reach me directly. I want to sincerely apologize for not calling you sooner. Youre absolutely rightyour concerns deserve a personal touch, and I regret not making that call earlier.
  I understand your frustration and how this situation feels right now.  
  I want you to feel confident in your decision to go solar, and I look forward to working with you to address these concerns. Thank you for sharing your honest feedbackIll be following up with you soon if I don't hear from you, but please feel free to reach out to me at any time. You can call or text that number.