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.

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• 

  Zeo Energy Corp

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

• 

  Sunergy

  208 N Orem Blvd Orem, UT 84057

• 

  Sunergy Solar, LLC

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

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:08/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sunergy Solar came to my house and installed all the panels I needed for my regular month compsumption. On May I received and received my permission to operate. One week after I received an email saying there was an error on my system. After a big ordeal they sent a tech with his helper that told me everything was working "fine". When I was able to log into my account I noticed that most of my panels were Not producing any energy. I contacted them again and after another ordeal they sent another tech that checked everything and told me that most of those panels were NOT working and he needed to come back again with a helper and spend the whole day fixing what they previously have done. They schedule me for August 24th but no one showed up. I have texted the Vice president of the company and he said he was going to fix the problem but he stopped answering his texts. I also called him, but he is not picking up. I have called the business and no one is answering.

  Business Response

  Date: 09/01/2023

  Thank you for sending this complaint over. Our resolutions team will reach out to the customer in order to come to a resolution. 

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Solar panels system stopped working back around June 12.cant get a hold of anybody to fix it.im paying for the system to be monitored now I have an extra bill with ca. *******

  Business Response

  Date: 08/31/2023

  Thank you for sending this complaint over to **. Sunergy Solar does not currently sell or install in **********, is it possible this customer confused ** with a different ********************** company? 

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It would be nice if I could get some kind of update on the project. Install was July 31st 2023. It is now Aug 25 and it has been almost 1 month since install. Project is NOT up and running. Was told 3 weeks ago project went back to engineering, which apparently took 3 weeks. Now I'm told since August 21st 2023 I went to scheduling so an inspector could come inspect it. How long could it possibly take to put me on the schedule. I called three times this week (Monday, Wednesday, today) and am still being told scheduleling will be calling. Complete ridiculous going on. I've had to call for updates every step of the way for this project. never once have they called me to provide an update, it's always they will call me and never do.

  Business Response

  Date: 08/31/2023

  Thank you for sending this complaint over to us. Sunergy was able to schedule the final inspection and pass on 8/1/2023. We were able to reach out to the customer and assist with filling out the *** application so that we can submit for system activation to the utility company. The application was able to be submitted on 8/29/2023 and we are now pending approval to turn on the solar system. 

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20522667
  
  I am rejecting this response because:

  PTO was submitted last week to FPL. I received a call today, 9/1/2023 from sunergy with a voicemail saying Electrical needs to come and DeRate a breaker. If everything was done on their part, as they say, why is electrical coming?

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

  Business Response

  Date: 09/07/2023

  Looking over this account, it looks like *************** needs to preform a derate for this customer in order to ensure the system will produce as efficiently as possibly. This will not affect this customer's ability to receive system activation as the *** application has been approved by the utility company. In the coming days, they should be out to switch the meter.  

  Customer Answer

  Date: 09/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/20/2023

  Met with an installer back in July, salesman (******). We had went over my FPL bills and my energy usage, which he then designed a system. He had stated that the system that will be installed will be a ****kw system. I had expressed that I wanted to make sure that this system would completely take away my energy usage from FPL (Minus Interconnection fee). He had stated that it would and if we needed more panels installed "Sunergy would conver them at no cost". I had relied on this information to make my decision. My Solar system was turned on the week of 9/11/23. This solar system is not even making half of the energy I use per day. I had done a lot of research since and come to find out the system size that was installed will only produce about 16,000-20,000kwh per year. My house uses 100-145kwh per day. Averaged out my yearly consumption is around 45,000kwh. Therefor a system that won't even produce half of my yearly consumption was installed when I was assured the ****kw system would be more than enough. Furthermore I was never given a copy of the contract untill the week of 9/11/23. Which I had reviewed and it states that if I want any additional panels, labor and materials would be my responsibility. I was lied to by the salesman and want to know how Sunergy would like to continue forward.
  

  
  

  Business Response

  Date: 09/28/2023

  Good afternoon, 

  My name is ************************* and I am the Director of Operations at Sunergy. I've uploaded a copy of the original proposal your energy consultant would have reviewed with you during the first visit. 

  Based on the utility bills you submitted, your yearly consumption is ****** kWh. The system was designed to produce ****** kWh during a one year period. That means the system is expected to produce an 82% offset during a one year period. I understand your claim that the energy consultant never suggested that during the first meeting. I will reach out to ************************* to get more information and listen to the validation call. 

  I also wanted to point out that the system received permission to operate on 9/11/2023. As of today, 9/28/2023 the system has even completed one full billing cycle. 

  I would be happy to have someone call you to discuss possible solutions. 

  Thanks,

  *******

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20522667
  
  I am rejecting this response because:

   

  Its nice it took me contacting the BBB for Sunergy to finally contact me after requesting a call back several times for over 2 weeks.
  

   

  Based on the bills I submitted, its Sunergy who estimated my annual usage at 25,498kwh per year. Your sales rep obviously did something wrong in his calculations. Attached is my usage for July and August, 119kwh and 123kwh per day, and Sunergy got there number how!? Your salesrep claimed that would be 100% offset, minus interconnection fee. 

   

  Further your salesperson said that if additional panels needed to be installed they would be covered at no cost to me. Which the contract contradicts now that I finally have a copy.

   

  I also was never provided a copy of the contract on day one. It was not sent to me until the job was complete. 

   

  Let's keep our communication here this way its documented. 

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

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  had solar panels installed by Sunergy Solar, LLC on 6/1/23 and to date it does not work, has never been inspected or hooked up. the installers put hole in ceiling, and lst roof corner cap. we were told by ******************* *************) told us that the Sunergy Solar LLC will pay up to $4,000.00 to have tress trimmed to get them out of way of sun and panel. **** also that Sunergy Solar would pay to have more insulation to date none of this has been done. was never told about tax credits/. we have tried repeatedly to the Solar company, and they tell us they will have someone call us, and they next phone is from the *********************** about payment. to date the system has not been inspected. ************, ************************************

  Business Response

  Date: 09/01/2023

  Thank you for sending this complaint over. Our resolutions team will reach out to the customer in order to come to a resolution. 

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20505750
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  WE HAVE NOT HEARD A WORD FROM THE SOLAR COMPANY TO THIS DAY. I CALLED THEM YESTARDAY 9/7/23 AT 1PM TALKED TO A NATHIAN, HE COULD NOT HELP ME. SAID A SUPERVISOR ******* WOULD BE CALLING ME BACK. NO CALL YET.

   

  Business Response

  Date: 09/15/2023

  Our Resolutions team tried to reach out to this Customer on Friday afternoon, but they were unable to reach her. Currently our customer care is looking into the tree trimming concern. 

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20505750
  
  I am rejecting this response because:

  
  They did not try to call on Friday September 15, 2023, (I even checked my call messages) my phone ************ and husband ************. no has called.

  I included the tree's that they had mentioned, that need to be trimmed so sun can charge solar panels. 

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

  Business Response

  Date: 09/26/2023

  Our resolutions team attempted to contact this customer on 9/26 in order to better discuss a resolution path, but we were unable to reach her. The revision plans for the solar facility has been approved and we should be ready to proceed forward. 

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20505750
  
  I am rejecting this response because:
  they call my husband, since he did not start the claim, so he called me, and i called kayle at ************, and i left a message for her to call me back at this number ************.
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/05/2023

  In an attempt to reach this customer, our resolution manager, ************************* has sent an email to this Customer in order to schedule a call. This account is continuing to move forward in the right direction as the ************ Panel is scheduled to be upgraded on 10/16. A service like this typically can cost upward of $3,000.00, however, since we would like to improve this customer's experience as much as possible we are doing this at no additional cost.  

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20505750
  
  I am rejecting this response because: THEY STILL HAVE NOT TRIM THE TREE'S THAT ARE IN THE WAY OF THE *** GETTING TO THE SOLAR PANELS.

  SHE DID EMAIL ME AND I ANSWERED HER WITH, "YES PLEASE CALL ME AT ************, WAITING ON HER CALL.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/18/2023

  Our resolutions team was able to reach out to this customer to clarify the tree trimming and give her an update on the system activation process. 

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20505750
  
  I am rejecting this response because: I TALKED TO ****, SAID NOT READY TO TRIM TREES YET, THAT ****** LATER. SYSTEM STILL NOT WORKING. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/27/2023

  Our resolution team was able to speak with this Customer and clarify that as stated on the contract, that the tree trimming reimbursement would be provided once her solar system has passed the city inspection. 

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20505750
  
  I am rejecting this response because: like i told **** the tree company want 50% deposit, and we are not paying any tree trim or removal. they can make the check for the 50% deposit to the tree company.

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

  Business Response

  Date: 11/14/2023

  Sunergy will be happy to provide the reimbursement for the tree trimming after the Customer's system passes the city inspection. Until then, we cannot provide the 50% down payment for the tree trimming. If the Customer wishes to move forward with the tree trimming now, we will be happy to reimburse once the solar system passes the city inspection. 

• Initial Complaint

  Date:08/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I can't believe what happened today. Understand that I signed a contract for solar panels in March of 2022--almost 1 and a half years ago. There has been delay after delay supposedly because of the pickiness of the **********************. That is always the excuse. So, today was suppose to be the final electrical inspection, after modifications were made by The City and supposedly corrected by the company. When the company man comes today he discovered that the changes recommended by the city were DONE WRONG!!!! So, another delayed electrical inspection when we were almost finished. No wonder this company is "C" rated. The Three Stooges could do it better! Meanwhile I am paying exorbitant power bills to FP&L while we wait for this to be corrected, and ANOTHER inspection. The Second Summer is almost over and I'm still waiting for this system to function. How I regret ever dealing with these bozos.

  Business Response

  Date: 08/24/2023

  Our resolutions team was able to reach out to this customer to provide an update in the system activation process. Currently, we are pending revisions to the engineering report to reflect was was installed on this customer's home. This can take roughly 3-4 weeks to get back to us, however, our resolutions team will continue to try and push this account through as much as possible. Sunergy will continue to remain in contact with the customer until his concerns have been resolved. 

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me and my daughter ************************* signed an contract with Sunergy Solar on April 13th 2022 it is under producing and they refuse to send someone to check on it I have a transcript of enphase telling Sunergy Solar that it is under producing my FPL bill is $495.00

  Business Response

  Date: 08/10/2023

  Thank you for bring this complaint to our attention. We can confirm that this customer's system is producing as expected. The potential reason for her higher utility bill is that she is using more electricity than the system can produce. Sunergy has reached out to this Customer and offered to install a Consumption Meter at a 20% discount in an effort to resolve her concerns. 

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20448848
  
  I am rejecting this response because: they are giving  you a different reason why the solar panels not working I attached screen shot of conversion with Sunergy on what they are offering they are offering a noise filter because they think I can maybe resolve the issue they are not sure!  I will accept the offer but am asking Sunergy if they installed the noise filter and the problem doesn't fix what happened next they are not answering me on that 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/23/2023

  Our resolution's team was able to send this customer a resolution agreement documenting that her and Sunergy came to the resolution of installing a complimentary noise filter. We are happy to provide the BBB with the agreement if needed. 

  Customer Answer

  Date: 08/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began the solar panel and integration process through Sunergy Solar in April of this year (2023). The solar panels have been installed on my house and connected to my home's electrical grid. When an inspector was sent out to confirm the installation, I was told they had found a small problem and also couldn't finish the inspection because they needed access my attic. I wasn't told that I had to be home for this inspection and also did not receive a call that an inspector was on their way for me to be aware of their arrival.My last meaningful correspondence with them was that they would call me soon about scheduling a fix to the what the inspector had found and then schedule a new inspection. That was in May of this year and it is now August. My last email from them is May 22 saying that my NEM application is approved (whatever that means) but still no call to resume the installation and inspection process. In late June I started reaching out to their support line at least once a week at ************. Each time that call would end with the same response "we have left a message with our inspection team and they should be reaching out to you soon." They have not reached out to me. I also started an email chain with their customer support (attached) as well which has yielded the same response each time. That email chain gave me the direct email of their manager over the inspections team. I have emailed them directly (attached), forwarding the support email chain and re explaining the situation but with no response there either.Meanwhile, the loan for the solar panels, which is done through a different company, matured in June and I have now paid for 3 months of my solar panels loan without receiving any of the benefits of them because the installation process and connection to the energy company has not been completed.I'm just looking to expedite and finish this installation process after almost 4 months and get some form of contact to continue everything.

  Business Response

  Date: 08/11/2023

  Thank you for sending this complaint over to us. Sunergy was able to contact with customer directly and got him scheduled to have his fix completed for 8/15.

  Customer Answer

  Date: 09/11/2023

  I originally filed Complaint ID: ******** about radio silence in a repair and reinspection to get my solar panels up and running. That first complaint netted me the repairs that were needed, though I was not told what they were. However, it has once again been 3-4 weeks of radio silence from this company regarding next steps. To my understanding I am supposed to receive a new inspection so that this process can move along and continue. I have contacted the support via their call center and email, both which "left a note with the inspection team." Leave a note with the inspection team has once again resulted in absolutely no movement on my account or at the very least no contact. I will reiterate now from my last complaint, it has now been almost 6 full months since I started this process for installation and connection to the power grid for solar panels through Sunergy. I have now been paying for solar panels since June 2023 but those solar panels are useless, unconnected, and no sign of having that process completed. I need the inspection for my account to be scheduled and finished and for me to be put back on whatever road map I am supposed to be on that actually gives me consistent contact from this contact for step by step instructions and progress. I needed one small repair to the initial installation and suddenly I have fallen off as a customer for 4 months and can't get anyone to contact me.
  

  
  

  Business Response

  Date: 09/19/2023

  We sincerely apologize for the delay in scheduling the inspection. In the **********************, it requires a state inspection and it can take some time in order to schedule. Our inspections team will work to try and get this account scheduled as soon as they can. 

  Customer Answer

  Date: 09/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, for now. Attached is the email I received that shows that I have moved to the next stage for Permission to Operate from my energy provider. I will be keep track of that request and its timeline in the meantime. For now, it looks like I'm in the clear unless something once again happens and I can't get Sunergy support to help.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I was sold my solar system, I was told that it would cost $0 to remove and replace them for the first 5 years and $500 after that. Last year I was given a quote from Sunergy for $3420 to remove and replace them so that I could get a new roof. I am ************ getting a new roof and Sunergy has quoted me at $13,986. That is more than the cost of the roof and not what I signed up for.

  Business Response

  Date: 08/15/2023

  Thank you for sending this complaint over to us, we will reach out to the customer and work towards a resolution. 

  Customer Answer

  Date: 10/11/2023

  The business stated that they would reach out to me. I was waiting for them to reach out before responding but they never reached out to me. So thats where I currently stand. They said theyd reach out but have yet to do that.

  
  

  Thank you,

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

  Business Response

  Date: 10/20/2023

  Thank you for sending this complaint over to **. Sunergy Solar does charge a fee in order to remove and reinstall the solar facility, however, the specific price on the fee can depend on both the size of the solar system and overall economic inflation. The original quote for $3,420.00 was given well over 18 months ago and has since expired. 

  Their is a way to reduce the price of the removal and reinstall fee, which would be to go through our in house roofing company. Our **************** will reach out to this customer to provide more details on that. 

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20416997
  
  I am rejecting this response because: The actual original amount I was given by the salesman was a *** of $500. The quote of $3400 might have been 18 months ago but the new quote is $13,986. None of that makes any sense to me. Also you say that you can cut the cost by your company doing the new roof. That cost was quoted to me at $26,825 which is pretty much double any other quote. Sunergy needs to honor the price that the salesman gave me. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hey ******;Well, you did it again ... you or Sunergy Solar have blown me off at least six times now ... no return email, phone call or follow-up from any service technicians. You are definitely consistent. I'm sure you have another good excuse why you didn't follow up with me in the last two weeks, after I requested my system install be wired correctly.Looking over the twelve plus pages of customer compaints on this ******************** site reinforces the type of service Sunergy stands for. It's amazing that all I've been asking for these last six months is for my system be installed correctly. For the hour that it would have taken to rewire the system correctly, you have sure created a relationship that is irretreviably broken.The week after my system was installed, a Sunergy representative knocked on my door and explained to me that my system was wired backwards. Within the week, I was contacted by Sunergy to tell me everything was working fine and not to worry about anything.The company refused to correct the problem at that time. It was only after you acknowledged on our telephone call a couple of weeks ago that my system was wired backwards that I realized the company lied to me when they said everything was working fine. Just in case you are not aware of this, a licensed professional is not supposed to go around lying to customers.So add that to the list of actions to be addressed against Sunergy Solar!I would be great to have the company fix this issue so I can read the Enphase app and understand more about how my system is operating.

  Business Response

  Date: 08/03/2023

  Thank you for sending this complaint over to **. After looking through this Customer's account and production, we can confirm that the system is working as expected. Our customer care supervisor, *****, was able to review the customer's utility bill and compare it with his solar production. It was discovered that the Customer is using more energy than the system can produce. This was able to be explained to the customer multiple times. 

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20413491
  
  I am rejecting this response because:

  When I access my Enphase app and read the information being generated from my solar output, it's not coherent.  It says just the opposite from what Sunergy's response says ... it says I'm producing multi-fold times more energy that I'm using. I've been told by two Sunergy employees it is because the system was wired incorrectly.  If my system is fine, then go to the Enphase app and check out what I'm saying and tell me why it is saying I'm producing more energy than I'm using.

  I have a new system that I purchased from Sunergy that isn't working as advertised.  Wouldn't it be normal to expect your brand new system to operate correctly after it is installed?  If the system is in fact wired incorrectly, as the codes on the monitor at Sunergy headquarters indicate, there could also be issues with the sysem communication, which could compromise the output of solar panels too.  I'm saying Sunergy has access to this information because the Sunergy customer service representative explained to me there is an "N" appearing on the screen for my system, which means the system was incorrectly wired.  This isn't the first time a Sunergy employee explained to me my system was wired incorrectly.  A Sunergy representative explained to me this was the case about six months ago, the week my system was connected to the grid.

  Two separate Sunergy employees just happened to make this story up out of nowhere, right?

  This wiring issue could be a problem because the Sunergy salesman who sold me my system recommended I purchase ten panels for my house.  I went with eleven panels to give myself an extra ten percent cushion.  Currently, several months into my new billing cycle (using the solar output), my utility bill has been reduced about forty percent from the same period (July) from the previous year.  When I purchased the system, I was told the system would completely reduce my electric bill to zero.  The only charge I would be incurring would be the minimum charge the utility has for customers using solar.

  This is not the case.  I need to be able to understand the Enphase App that I was sold to see whether my system is underperforming or not operating correctly because I was promised something from Sunergy that was inadequate.

   

   

   

   

   

   

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

  Business Response

  Date: 08/10/2023

  Sunergy has reached out to the customer in order to gather more information on what he is seeing from the Enlightened App in hopes to either help troubleshoot or clear up any confusion. 

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20413491
  
  I am rejecting this response because: I have heard back from the Sunergy Solar and I responded with screenshots of the App and explained that the information on the App is not working correctly.  The App is indicating I am producing more electricity than I'm using.  This is not the case, as I am still paying the utility company in excess of $100 on a monthly billing.  Several weeks ago, I was told by the company I needed more solar panels to meet my current electric demands.  I'm now waiting to hear back from Sunergy Solar.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/23/2023

  This customer has recently let us know that he has hired an attorney and wishes to communicate through them. Sunergy can confirm that the system is operating normally, but the confusion may be with the consumption meter. Sunergy will work with this customers attorney to come to a reasonable resolution. 

  Customer Answer

  Date: 08/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased our home in Sep 2022. In April 2023, we attempted to complete the transfer of ownership because it wasn't done at closing. It took several weeks because they continued sending to the wrong email (sent to the previous owner multiple times). Finally got that resolved after approx a month. We have 1 panel that was not working at the time of our home purchase that had already been reported by the previous owner. We still had not heard anything about the replacement panel in May so we contacted Sunergy about it. We have been trying since the end of May to get that one plus another that is not working fully replaced. Over the past 5 weeks we had 3 appointments for someone to come out and fix but no one showed up, no one called and no other communication. When we do call, it is very difficult to actually talk to someone and when we do, all we are told is that it is being escalated and someone will call back (which doesn't happen). We have spent hours on the phone trying to get this resolved and there has been no progress. Not to mention the lost energy savings.

  Business Response

  Date: 08/03/2023

  Thank you for sending this complaint over to us. This Customer had an appointment on 8/1 and that was able to resolve her production issues for the most part. She was able to speck with our service team member, *****, that was able to handle the Customer's concerns accordingly. He will give her another call later today to ensure all her concerns have been resolved.