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:03/21/2025

  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.

  Sungage has been a hassle from the start, first they only communicate via email and my mother is a senior and has trouble with emails and technology. Our real-estate agent helped her submit PW the first 5 days we were in escrow. We waited 2 weeks before we called to see the status. Sungage states that my mom can't continue the process because the loan was in my dads name. Why did they not tell us this 2 weeks prior. We then provide the death and mariage certificate. Three days later they send my mom the authorization PW to esign and asked for the $250.00 fee which was in my dads name, not my moms. My mom received a confirmation email stating that they received her authorization PW and waiting for the payment. But our bank showed they withdrew the money. Then another generic email a while later telling her they did not receive her authorization and she needed to do another one. No email stating that they sent the wrong documents for her to sign, just stating that she did not do it. We have confirmation email she did. After calling in several times on her behalf trying to get this figured out. I drove from ***** to ********** to help her with this. We are told that she signed documents that had my dads name and not hers. Sungage sent the wrong documents and did not let us know, we had to call in. They messed up and now our 30 escrow date passed. We pushed it out a few more days. I have been on there case for several days and finally got them to send the correct documents only to get another email needing us to push our close date another 12 days minimum. My buyer's are loosing there rate lock and can fall out of escorw in a couple more days. The fact that Sungage loan transfer department only deals with emails and not calls is ridiculous as many seniors are not computer literate. Sungage doesn't want to talk to anyone other than the person on the loan. This is horrible business practice.

  

  Business Response

  Date: 03/21/2025

  Thanks for reaching out Kym, and we apologize for the frustration you've experienced. The $250 processing fee is a standard part of our process with ********. This is a one-time fee, so you can apply again and will not be charged a second time. We understand that transferring ownership of your solar equipment and the associated costs can be challenging, and we regret any inconvenience this may have caused.

  Furthermore, at this point, we have received the Seller's Authorization Form and we are waiting for the buyer to fill out the credit application. We needed to extend the close date because the buyer has to fill out the credit application before proceeding with the next steps.

  Our goal is to be transparent about our fees and procedures, and we are committed to addressing concerns and improving our communication to ensure a more positive experience for our customers. We value your input and thank you for bringing this to our attention. If there are specific details we can assist you with, please don't hesitate to contact our customer support team at **************************.

  Customer Answer

  Date: 03/21/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  On 3-20-2025, we call to find out the issue with previous authorization form. We filled out form again that we were sent in PDF, printed and scanned back. Then another email sent to us to fill it out docusign, which we filled out for a third time and sent. On 3-20-25 we also get email saying they received the sellers authorization from docusign and they followed up with the buyers to send them the credit application. 

  I receive a response from Sungage through BBB on 3-21-2025 stating they received the sellers Authorization and are waiting for the buyers to fill out the credit application. Funny thing is, the sellers didn't receive the credit application until after this response was sent to me on 3-21-2025. No one in this company seems to know what's going on or wants to help us get through this process. Keep getting miss information. They say to call them but the person who answers the phone has to email their own people to try to get a response or the say someone will call you or email you back with your questions. We have asked for phone calls and emailed our questions for weeks with no answers to all our questions. Please call us and expedite this process. 

   

  

  Business Response

  Date: 03/25/2025

  Hi ***, thank you for reaching out and sharing your concerns. We apologize for the confusion and frustration this process has caused. Our goal is always to provide a smooth experience, and we appreciate the opportunity to clarify and assist.

  To address your concerns:
  - We sent the Loan Transfer credit application to the buyer, *********, on 3/20. On 3/21, the co-buyer, ******, reached out requesting the application link as well, and our customer service team promptly forwarded it to him.
  - It appears that ****** was unable to locate the first email, which likely led to the timeline discrepancy you referenced. However, we have since spoken directly with him, resent the link, and confirmed that he has now received it and will be completing the application soon.
  - Regarding communication, we have been responding to emails and are not seeing any outstanding messages from you. However, we absolutely understand the importance of clear and timely updates and regret any inconvenience this may have caused.

  We are actively working to facilitate the completion of this process as quickly as possible. If you have any further questions or require additional assistance, wed be happy have a call at your convenience.

  
  

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as 

  I still have not received a call from you in regards to my concerns. The statement you gave me is false as the buyers have supplied us with there approvals. When I call in to get clearificarion i am told you do not have there applications and then im told you do have them by another agent. I have requested a call back, a number to get in contact with you, and a way to contact a supervisor and none of those have been given to me. You are not addressing my concerns when requested. Im getting generic responses,  aggressive responses as well as being hung up on. Im not sure what type of business you all are trying to run over there but your customer service is terrible and you dont give your customers appropriate forms of communication. I expect better from a finacial institution. ]

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Kym

   

   

• Initial Complaint

  Date:04/15/2024

  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.

  We applied for a Solar Panel Loan and received an incorrect adverse action notice that was not properly validated. This was not due to high low, rather denying criteria based on inaccurate data that leads me to believe they are acting by discriminatory practices. They stated property was indelible without properly confirming. My husband is African America and I am *************** *********** corporate needs to contact us to handle this matter and explain this. Please refer to the verbiage included in the adverse action notice.,

  

  Business Response

  Date: 04/16/2024

  We are sorry to hear that you were displeased with the disposition of your solar loan application. It is Sungage policy to administer the credit review process fairly and we have implemented procedures, which were followed in this instance, to ensure that this occurs. **************** is of paramount importance to us; to that end, our solar financing specialists have provided via phone and emails an explanation as to why the loan was declined. Please note, we are only permitted to discuss this with the person listed on the application. If youd like to connect with someone immediately, call  844 SUNGAGE or email: ******************************************.

• Initial Complaint

  Date:04/04/2024

  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 purchased solar panels from Sungage. The first problem that I have is that the everything the salesman told me was a lie. Secondly, my meter shows that it is not producing any energy. I have tried several times to get the installer to come to my house and help. Every time we speak, he claims he will come by that Friday and never shows up. I am not sure how many months I have made payments on a product that isn't even working. I spoke to an employee at Sungage this week, who assured me the installer would contact me. I haven't heard from them yet. Also, when the installation was done, a pile of unused materials was left in my yard. I have also asked the installer several times to come pick them up. This grievance is with both Sungage Financial and *********.

  

  Business Response

  Date: 04/05/2024

  Thank you for letting us know about your concerns. We are sorry you have experienced frustration with your solar installer, but there appears to be some confusion about who Sungage Financial is in relation to your installer. Sungage is in the solar lending business. We are not in the business of selling or installing solar panels, but it is important to us that homeowners have a positive and smooth experience. Our records indicate that your installer is Ztech Solar. After our conversation with you on Wednesday afternoon, we attempted to contact your installer and are waiting to hear back from them. We will continue to reach out and ask them to be in touch with you directly to resolve the outstanding issues as soon as possible.

• Initial Complaint

  Date:11/29/2023

  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.

  We bought a home Aug 2023 with solar panels and 2 back up batteries. It was paid off ($94,000) when we bought the home from the previous owner. When we first moved in we noticed one battery operational which our electric was $280 estimate. We got contacted by sungage financial, omidian, and independent energy to fix the issue. The contractors independent energy was hired to fix a previous company (mana solar I believe) work because they ripped people off and didnt do the job right with permits. Independent energy came all but 2-3 times within the last 3 months and now 2 batteries are not operational which our electric bill rises to about $480. Ive been contacting them the issue is not resolved where theyd say per their records it was completed and passed inspection. What inspection or whats been completed? Because independent tells us we waiting for a mother board from warranty to fix things and as I contacted Generac (the actual company the solar belongs too) had no records of us buying the home or any info. I have the call from them as well as email from these companies. I want a operational system as I told them or I want to be refunded our electric bills and the payment for the system since we bought the home and the previous owner paid off the solar loan with them for it. I even asked if another company which my husband does solar can do it but they did not answer. With having solar and two batteries we believed wed have less than $100 electric bill or even $0 but thats not happening.

  

  Business Response

  Date: 11/30/2023

  Dear *********,
  

  We are sorry to hear you are experiencing issues with your solar panel and battery system. We understand the frustration of not achieving the expected energy savings and the challenges you've faced in resolving the issues. We have been working with ********, a national solar operations and maintenance provider, to resolve the service issues. Please expect a follow-up communication from ******** shortly. If you choose to handle the issues on your own, please let us know. 

  Best regards,
  Sungage Financial

  Customer Answer

  Date: 11/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  My name is ******************************* and I filed a claim regarding my solar financing company. I dont want to accept the claim that they responded back. I want them to fix this as they told the previous owner before he sold the home that the subsequent owners will have a fully fictional system. Which we do not have and they been making us wait to get compliance check and more waiting. I want them to fix it immediately or refund us the entirety of the system that the previous owner paid when we bought the home. We want an operational system. If they cant give us a system that is fully operational I rather go to a company that actually will. I want help with this and just dont want to have a down system on our home that wed think would save money but is causing more stress since we didnt know as well as wasnt expecting this to be an ongoing issue. I know this system wasnt our fault. They have different stories from the contractors and the financing company. All we want is operational solar and batteries, which was the reason we bought this home.
  Thank you 

  

  Business Response

  Date: 12/01/2023

  Dear *********,
  
  Getting your solar system operational continues to be our goal as well. Here are some things to keep in mind:
  
  - Because Sungage is a solar financing company, not a solar servicing company, we hired a known, reputable independent contractor to get the system at your address operational. We took this step on behalf of the former owner of your home.
  - We continue to push the contractor to complete the work and share your frustration in the slow progress. The independent contractor has visited your home several times last month to diagnose the problem. Our records show you have heard from them as recently as yesterday. We believe progress is forthcoming but we are not in control of the timeline for remediation.
  - At the heart of this problem is the warranty with the battery manufacturer and the availability of the replacement part. Neither of these issues can be resolved directly by Sungage. 
  - Sungages contractual relationship is with the prior owner of your home, the person who purchased the solar system. We are not responsible for any misrepresentations at the time of the purchase made by the previous homeowner and/or their realtor about the functionality of the system or the timeline to get it operating.
  
  It is understandable that you are highly frustrated with your situation. The best course of action is to both continue to be in close contact with the remediation contractor for more concrete information about the timeline for replacement parts and scheduling the service work.
  
  Finally, if you do decide to address the issues using your own contractor, please let us know.
  
  Sungage Financial
  
  

  Customer Answer

  Date: 12/07/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

  I am not satisfied with their response because I messaged the Chief Operating officer and now if I want to handle the issue myself they can cut me off the contractors list? And get away with free money? I looked at the contract. Were missing a 200amp battery from what the contract states and we dont see it on our system or the connections. So theyre ripping us off, I want someone to confirm it so its positive that they arent going with the agreement from the previous owner. I want actual ******************* to work but now I just want to be reimbursed and go to an actual company to put a system on thats efficient and functional

   

• Initial Complaint

  Date:09/11/2023

  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.

  On September 10,2023 I attempted to complete an online application for Solar Financing. I was not able complete this application as Sungage has my property identified as a "commercial" property. It is a townhome in a residential community. When documentation provided that the information was in error, the reply was " Unfortunately, we are only able to work with properties listed as residential in CoreLogic. There are no exceptions to this policy. We regret any disappointment this causes.". I followed up with a request for a contact at CoreLogic to correct the false information. No response.

  

  Business Response

  Date: 09/12/2023

  Hello *******,
  

  Thank you for writing us, and we are sorry to hear there has been some confusion around the classification of your property. Your application indicated that you live in a multi-family home with 5+ Units. We cannot issue a solar loan for a building or unit with more than four units sharing the same roof space/attached at the sides and sharing the same roof/walls. CoreLogic lists your property as a condo. If this classification is incorrect, it would need to be re-classified by CoreLogic. You can contact CoreLogic at ************.
  

  Sincerely, 
  Your team at Sungage Financial
  
  

  Customer Answer

  Date: 09/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The web application does not disclose the limitation that you now assert is the reason. As I recall the options were 1-4 units and 5-7 units. The response stated that my property was "commercial" rather than residential.  Only after filing a complaint did, I get a response with contact information.  I was also told that there was nothing that could be done. The story keeps changing and calls into question the ethics of the company. I was also told that there was "no one who can change this".

  As part of my due diligence, I was able to contact CoreLogic who informed me they did not see Sungage as a customer, however agreed to take steps to ensure that my property was property coded as residential.

  I expect better than what was provided. If it is in fact a "limitation" was the reason, then it should have been ******* clear at the beginning of the process. This has cost me valuable time in the installation process and as a result higher electric bills.

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 09/14/2023

  Dear *******,

  I would like to again apologize for the miscommunication regarding your property being classified as commercial. We deeply regret any inconvenience this may have caused. Your application was thoroughly assessed, but unfortunately, we are unable to provide a solution based on the information provided. We understand your disappointment and frustration and want to assure you that we have explored all available options to assist you. Regrettably, at this time, we are unable to offer an alternative financing solution due to the design of your home.

  Sincerely,
  Your team at Sungage Financial
  

  
  

• Initial Complaint

  Date:03/04/2023

  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.

  Purchased a residential solar energy system in 2022. Cost was approximately $68,000. Financing was done through Sungage Financial. Part of the loan involves a deferred payment of approximately $20,000. Was told by salesmen and multiple emails that this could be paid by tax credit refund money that I would receive (30% of cost). When doing taxes, found out that I will only receive about $5,000 and the rest is applied to future tax years. The deferred payment is due June 2023 or my monthly payments will go up.Called Sungage customer service and was told very rudely that "this was all in the welcome packet". Maybe it was in the fine print, but it was never mentioned by either the salesman or in any of the "informative and helpful" emails that have been sent to me to remind me to file my taxes and get my refund so I can pay this deferred payment amount.I feel lied to. This is a very deceptive business practice.I will also be filing a complaint against ******** (salesmen) if I do not hear back from them during the week.

  

  Business Response

  Date: 03/06/2023

  Hi ******,

  
  We are sorry to hear that you didn't have enough tax liability to take advantage of your full federal investment tax credit this year. Sungage Financial always advises the homeowner to consult their tax professional to learn how the **************** Tax Credit (ITC) will impact their taxes specifically.
  
  
  Certain tax circumstances (e.g. alternative minimum tax) may prevent or reduce the use of the credit. Again, we are so sorry that your tax situation didnt produce the full 30% federal tax credit this year and as your tax professional indicated, you can use the balance of the credit on your future tax filing.
  
  
  Please keep in mind that, in the event you do not repay all of the Deferred Payment Portion when planned, you can still make a lump sum payment later and lower your payment back to its original year one amount.
  
  
  If you do not pay the Deferred Payment Portion, your monthly payments would be higher of course, but unlike other solar financing options, you will not pay any penalties or have an increase in your interest rate.
  I hope this provides clarity on the tax credit, and we encourage you to please call 844 SUNGAGE, or email: ****************************************** with any additional questions or concerns.

  
  
  Sincerely,
  Sungage Financial

  
  

• Initial Complaint

  Date:01/10/2023

  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.

  Sungage Financial is partnering with an UNLICENSED local solar company in ***************. They did not have a thorough inspection on ***************** ****** Solar LLC on their creditability to perform solar installation. Put me in over $150K debt and a non-operational pv systems. I filed a complaint with *************** ********** of ******** and Consumers protection agency and they investigate *************** to be unlicensed and they revoked all their permits including mine. This has been going on since June of 2022 and they taking forever to resolve this and causing a negative credit report on my profile even the *************** investigator told them I do not have to pay until the system is operational. Everytime I called Sungage Financial I was told it will taken care of but it is now 2023 and its not going anywhere.

  

  Business Response

  Date: 01/11/2023

  Despite the thorough investigation into *************** that occurred before *************** began installing systems financed by Sungage Financial, we have been informed that some *************** customers, including ************, have had difficulty getting their solar projects completed. Sungage is diligently working towards solving this issue, including working towards having Mr. ***** system fully energized and operational.
  
  We have contacted ************ several times, and have taken (and are continuing to take) specific steps to obtain completion of the project, including contracting with a different installer to ensure the project's workmanship is in order, obtaining the necessary permits and inspections and obtaining any necessary final approvals. That process is currently in progress.
  

  Sincerely,

  Sungage Financial

• Initial Complaint

  Date:10/14/2022

  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.

  Sungage Financial did not have a proper audit procedure when partnering with a local solar company. They are partnering with *************** ****** LLC who are NOT license to install Solar in the ***************. When I called Sungage Financial ********************************************* about *************** and he told me that the company is credible. Now I am $132K in debt with the help of Sungage Financial as they source via NBT Bank for my financing. I filed a complaint with the *************** *************************************** ********** of ******************** Affairs so they investigate this company and comes out that Mana does not have proper license. They just hire electrical contractor to do electrical work that is not up to ****** code. That is the reason why they disappear once completing installing the solar panels. Everytime I call sungage financial I am getting a deflection that they only handle the paperwork and that I need to speak to NBT Bank or Mana.

  

  Business Response

  Date: 10/17/2022

  Dear *****,

  We are concerned that your solar system is not yet up and running and your frustration is certainly understandable. We are aware of the situation and actively working towards a resolution which we will communicate to you directly. Our bank partner works with customers to give extensions when loan payments are due, but systems are not yet energized. We can help connect you to the bank to arrange the extension.

  Sincerely,

  Your Team at Sungage Financial