Complaints

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

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  Sundog Solar

  222 E Main St Searsport, ME 04974-3312

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  Sundog Solar

  PO Box 465 Searsport, ME 04974-0465

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:10/04/2024

  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.

  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,

  *****