Reviews

Review Details

• Review fromDanielle M

  Date: 11/17/2023

  1 star

  Danielle M

  Date: 11/17/2023

  We had a PV system installed in January 2021. At the outset, there was an electrical meltdown in the basement which endangered residents, set off the heat detector system and the *************** came. We also lost income while we waited for SunBug to fix the problem. I understand based on discussions with Sunbug employees that the incident was caused by an installation error. Then, our system was up and running, so we thought. Their monitoring system was supposed to offer Peace of Mind. Their Ownership Package says, Should your array stop producing power over a length of time, the meter can automatically notify both you and us that there is a problem. Unfortunately, when the system shut down again, this did not occur. When I discovered that the system had not been operating, I immediately contacted SunBug. It took months and months for the problem to be diagnosed, moving further and further up their chain of responsibility for some time without any particular urgency. Finally, the problem was found. As I understand it, based on my discussions with Sunbug technicians, there was at least one significant design flaw with this system, and at least two installation errors (i.e. the system not being installed with the specified materials/equipment).From the time of my initial complaint in December 2022, it took Sunbug nearly 6 months to fix the problem and get the system back online. All in all, our PV system should have been continuously producing electricity from January 2021 through June 2023, for 2 years and 6 months, but it was not. Based on Sunbugs Proposal, which included conservative projections and likely underestimated actual financial returns, we should have made nearly $21,000 during this period. Instead, we received approximately $6,000 in National Grid Smart Program payments during this time. The difference, $15,000, was requested in compensation. After reviewing our case, the company offered us $4,500 and now has stopped responding to us.

  SunBug Solar a ReVision Energy Company

  Date: 11/27/2023

  Sunbug strives to provide exceptional customer service, however we know that until recently, the performance of Ms. ******* system has been limited due to multiple issues. We are sorry for that. Sunbug has done extensive diagnostic service work in our efforts to track down and rectify the intermittent issues. We are pleased that currently the system is functioning as designed. Sunbug does not and has never provided production guarantees on our residential and small commercial installations. We provide warrantees for our workmanship, and we resolve issues under that warrantee free of charge. Additionally we facilitate the pass-through of manufacturer product warrantees to our clients so that the equipment warrantees of panel makers and inverter makers are available. However like Sunbug, neither panel manufacturers nor inverter manufacturers offer production guarantees.That said, the extent of initial issues with Ms. ******* system was quite unusual. Because of that, and as a courtesy to ****************, we offered $4,500 as our way of thanking her for being a Sunbug customer and acknowledging that her experience was an outlier. While we were under no obligation to offer this gesture, we regret that this does not appear to be satisfactory to *****************Solar Photovoltaic systems have long expected lifetimes, including 25 year warrantees from panel manufacturers. While the first 2 years of Ms. ******* system performance have been sub-optimal, the system is currently operating as expected and we hope that the ensuing 20 years will be productive.