Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:05/23/2025
Type:Service or Repair IssuesStatus: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 Sept. 2020, I contacted Sundog Solar for a heat pump estimate. I made it clear I needed a primary heating source that would work reliably in subzero ***** *******. At first they were unsure, but ultimately assured me they could meet those needs.I was provided a proposal with two outdoor units. The difference was described only as port count (3 vs. 4 zones) and *** output. No mention was made that either unit might be unsuitable for cold climates. Based on their guidance and a plan to add a third indoor head later, I chose the 3-port 3MXS24RMVJU.Since installation, the system has underperformed in cold weather despite regular maintenance. I later found out:The *** output in the proposal was overstated. Official documentation rates the unit at 24k ***, NOT 36k *** as quoted in the proposal.The two installed indoor units (15k + 9k ***) already fully consume the capacity of the 24k outdoor unit, making it impossible to add a third head, which was another deciding factor in moving forward with Sundog.None of this was disclosed to me beforehand.I raised concerns with Sundog, and their only initial response was to offer maintenance. Later, I gave a deadline for resolution. When they responded, they claimed the *** error was only in one document, but the correct spec was not shown to me until after installation and payment.I moved forward based on their written proposal and verbal assurances. This is a clear violation of ****** Unfair Trade Practices Act, whether or not Sundog claims it was accidental.I no longer trust Sundog Solar. Their explanations blame my home or maintenance - neither of which are valid.Resolution Requested:A refund to cover the cost of a correctly rated (36k ***) cold-weather Daikin outdoor unit and the labor to swap itestimated at $6,000.Customer Answer
Date: 06/03/2025
I have not heard from the business in response to my complaint.Business Response
Date: 06/05/2025
Sundog Solar acknowledges the potential confusion around the data in the original proposal of 2020. The capacity of the outdoor unit was either a typographical error by a former salesperson, or was referencing the maximum capacity of the unit at higher ambient temperatures. Note, however, that all heat pumps lose efficiency in colder temperatures and that reality of physics isn't limited to any particular make or model of equipment. This was never intended to mislead the customer, and the model number *********** (nominally 24K BTU, hence the 24 in the model number) was consistently referenced throughout many subsequent documents including:
- Mr. *********** signed contract,
- HP Exhibit A referenced in contract,
- Partial-payment invoice
- Full-payment invoice
- Efficiency Maine Residential Heat Pump Rebate Claim FormWhile multiple system solutions were offered in 2020, Mr. ********** selected the 24K outdoor unit referenced earlier, mated to a pair of indoor units of 15K and 9K BTUs respectively, pairing well with the 24K multi-port outdoor unit (15+9=24, utilizing its full capacity). We have no record of communication indicating customers desire to potentially add a 3rd indoor unit in the future.
Sundog offered to perform a service and cleaning on the 2020-era heat pumps, as there is no record that such recommended maintenance ever occurred on these units, potentially leading to less than optimal performance. Sundog also offered to install a drain pan heater and / or air adjustment grill to improve cold weather performance, as these were optional features on the Daikin units not selected at time of original purchase.
All offers were declined by the customer.
********************** questions that if cold weather heating performance has been less than satisfactory/expected since installation, why wasnt it brought to our attention in the ******* of *****, *****, *****, or *****? It was also noted that (per 2020 photos of installation site) customers residence was lacking insulation on the ceiling of the master bedroom and lacking siding on the rear of the home. Sundog recommended that the homeowner consider remedying these sources of heat loss if not already addressed since heat pump installation. While these were intended as helpful suggestions to improve his homes thermal performance, it was viewed by the customer as an attack on the condition of the home.
Sundog was (and still is) willing to assist the homeowner in optimizing the performance of his existing system, but are not willing to entertain the customer request of a $6,000 refund, as the contracted agreement was met.
Customer Answer
Date: 06/05/2025
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.
I appreciate Sundogs response, but several points are either inaccurate or misleading:
First, Sundog admits the original proposal contained a BTU error but minimizes its importance. This is not a "misunderstanding". I relied on that information when selecting a primary heating system for ***** *******. I was told the system would handle subzero temperatures and allow for a future third head. Neither claim was true. The unit cannot reliably heat my home in cold weather and cannot support a third head, as the two existing heads already use its full capacity.
They also deny knowing I planned to add a third head. That was discussed at the site visit and the proposal even included a third indoor unit as an option. It was absolutely known that I planned on adding a 3rd indoor unit later on.
They question why I waited to complain, and try to shift blame on lack of maintenance without any knowledge whatsoever about what maintenance has been performed. This is also irrelevant to the fact that the **** on the outdoor unit were misrepresented, and that I am now stuck with a unit that does not perform well in sub-zero temperatures as promised, and that does not have the capacity to add another indoor unit as planned.
Pointing to old photos of my home to explain poor performance is also irrelevant. They dont know what improvements Ive made since, and once again this does not reduce their liability for misrepresenting a key data point in the sale.
Their offers of a drain pan heater or air adjustment grill do not solve the core problem. I declined because they do not address the misrepresentation, and do not solve the issue of being unable to sustain the addition of a 3rd indoor unit.
Additionally, pointing to insulation and siding in 2020 photos to justify underperformance is disingenuous. Sundog has no knowledge of what has been completed for renovations since installation.
This system was sold to me under false promises. I believe a refund is fair. Replacing the unit with a cold-climate rated 36k BTU model will cost $5,050 plus $1,000 for installation.
The "24" in the model number is not something a customer should be expected to interpret.
Sundog Solar has been unresponsive at best, and dismissive at worst. Rather than taking accountability, theyve minimized valid concerns, shifted blame, and ignored clear evidence that the system was misrepresented. Their approach has left me with an underperforming unit, added financial burden, and no real resolution.
Regards,*****
Business Response
Date: 06/13/2025
We at Sundog understand the customer's frustration and recognize that he continues to share his discontent with his 2020 heat pump purchase through several avenues. We wish to share the specification sheet for the ****** unit selected to ensure that he, the BBB, and any other future readers of this exchange, understand the source of the 36k maximum BTU rating in question.
Please see the highlighted areas on pages 4 & 5 of the attached document, from which the values stated in Mr. ************ original sales proposal were harvested. While his existing outdoor unit can indeed be equipped with a 3rd indoor unit, the increase in total heat output to his home would be minimal (23.8k nominal, 34.4k max vs 24.0k nominal, 36.0k max) as seen in the spec sheet, but it would redistribute that available heat to another area of the home.Sundog has offered to install an additional 9k BTU indoor discharge head at a reduced material cost and labor rate, as our respective schedules allow, if that is a solution path in which Mr. ********** is interested.
Customer Answer
Date: 06/15/2025
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 # ********.
The business just now figured out how the misrepresented values were pulled into their proposal, and I hope this will help them in preventing this type of misrepresentation in the future.
The document provided here was never provided to me, and the place where they pulled these numbers from does not change the fact that this was represented to me as actual capacity.
As Sundog had stated, installing a 3rd indoor unit will not provide additional heat, it will only redistribute the existing heat by including a 3rd location. This is not even close to acceptable, as the plan from the beginning was to add on a 3rd that would have BTU available to provide additional heat. Sundog had claimed that this was never discussed, however the proposal contained both a 3 port and 4 port outdoor unit (evidence that future expansion was clearly discussed).
I do not accept their proposed resolution and stand firm on my demand of $6,000 to cover the cost of a 36k BTU Daikin Aurora cold weather system that will provide the coverage promised to me by representatives of Sundog Solar.
Regards,*****
Initial Complaint
Date:10/04/2024
Type:Service or Repair IssuesStatus: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 purchased a heat pump unit for all 3 floors of our home. We did not need it for heat as we have oil heat, but we did need air conditioning in order to survive the awful change in the weather here on the coast. After we purchased it in November of 2022, we did not have to use the air conditioning until late spring or summer. In the summer of 2023 the air conditioning unit would work for a few days and then stop working. They have 1 technician who works on these units so you have to wait until he has time. The tech, ***, is a very competent man, and he said he had never seen a unit that didnt work as ours did. It took until August of this year that he showed us what to switch on and off to get the unit working again. Every time he came up until the last time, he had to fill the Freon as it was always leaking out. I have called to speak with the owner and he doesnt evidently speak with customers. I went up and sat down with the Service Manager and we discussed the problems we have had since the unit was installed and he said he would speak with *** the owner and get back to me in a week to 10 days. That was in August and I have never heard back. I now have a bill for service in the amount of $467.43 that I feel is not an invoice I should be charged for, because they are charging me to fix an air conditioning unit that has never worked properly or consistently since installation. We paid $13,300.00 for the unit, I just dont understand why I must pay the novice for service of $467.00 when it was to get the unit working for the first time consistently and as well as we can tell properly. I dispute the Invoice bill of $467.43. Thank you.Business Response
Date: 12/11/2024
Sundog Solar acknowledges the subpar experience of our customer with their tri-zone heat pump system, and the multiple indoor coil leaks observed since its installation two years ago. The company has responded to the complaint by crediting the customer $467.43 for labor charges, previously incurred as the product was (at the time of the third repair), now out of the standard, previously communicated, warranty period. We detailed our efforts to fix the recurring issue, emphasizing our commitment to customer satisfaction and professional service, through prior private communication with customer.
This gesture reflects **********************'s dedication to resolving customer grievances and maintaining a positive relationship with the community, despite challenges in product performance.
Sundog Solar and the heat pump manufacturer have covered all costs for three separate repairs, with the latest involving a labor charge to the customer, now credited back.We, at Sundog Solar, hope that both this response to the customer's complaint, and their financial compensation, highlight our commitment to service excellence and customer satisfaction, despite the hurdles in product reliability.
Customer Answer
Date: 12/13/2024
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.]
Shortly after making this complaint my heat pump shut down once again. I called for service and was told it would be at least a couple weeks before they could get to it. They said that they would call me to let me know when they would come. As of today, they never called. I believe that the only solution would be to replace the unit.Regards,
*****
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