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Business Profile

Solar Energy Contractors

Sundance Power Systems, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Solar Energy Contractors.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/16/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Sundance Power Systems installed our heating & cooling system in 2018 when our house was built. The heat pump, an AERMEC product, no longer works properly. We've called Sundance to repair the heat pump.. A Sundance technician made a service call & let ** know that he doesn't have the knowledge or experience to identify the problem or offer a solution. The owner, ****, was supposed to come out last week (May 10th or 11th) however he didn't, nor have we heard from ****. The Sundance technician talked with **** and was told by **** that AERMEC, a company based in *****, pulled its presence from ****** during the ***** pandemic. I question the accuracy of ****'s statement about AERMEC. I located a company in ********, ****************************, that advertises AERMEC on the company website. The bottom line is Sundance is unable to repair a system it installed 5 years ago. It appears we need to buy a new heat pump. My preferred resolution is that Sundance pay for a replacement heat pump. Short of that I want consumers to know that Sundance installs systems it can't stand behind or service. In my opinion, Sundance is not a reputable company. I would not recommend Sundance to anyone.

    Business Response

    Date: 05/24/2023

    Gretings,

    the timing and content of this complaint seems out of step with what has actually happened.  When our service tech first was on site he honestly said he did not know about certain aspects of the system which involved hi integrity.  Sundance partners with a partner to work on the heat pump part of these systems.  We engaged our partner and have gone on site and touble shot the system and he placed orders for the replacement parts.  Once they come in we wwill install the components to fix the system.

    In addition, from the time we did the initial site visit, our service tech recieved a text from the customer to NOT come out when the complaint said we did not show up.  This is confusing.  Furthermore, our Tech was sick for two days.  

    Point being we have addressed this situation with the partner of the woman who filed this complaint at the property and the situation is being dealt with in the most timely way possible at this time and under the circumstances.

    I personally went on site the the partner was very grateful for the support we provided to get the system up and running.

     

    Best Regards,

     

    ******************* -- President

    Customer Answer

    Date: 05/25/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me..  I appreciate ****'s response. I do want to clarify the timeline of events.

    1. I filed my claim on 5/16/2023.

    2. On 5/17/2023 we (my wife & I) received a phone call from ****, the Sundance service tech, letting ** know that Sundance had secured the services of a more experienced service technician, or "a partner" in ****'s words. During the call **** arranged a service appointment for the afternoon of 5/22/2023 with my wife, ****, Sundance owner, ****, Sundance Service Tech, and the more experienced Service Tech from a partner company. This appointment occurred as scheduled. The more experienced service technician diagnosed the problem as a failed compressor unit in the heat pump. **** stated to my wife that Sundance would fix the problem. Let me clearly state that my wife and are are grateful for the May 22nd service appointment, and the effort put forth by Sundance to involve a partner in troubleshooting and resolving our heat pump problem. Thank you *********

    3. **** call my wife on Friday, May 23rd and left a vague voicemail message. My wife returned ****'s call, leaving **** a voicemail message. To date (May 25rth) we've heard nothing from ****. It was not until this morning when I read ****'s response to my complaint, through the BBB portal, that I learned that Sundance has order the  parts to repair our heat pump, and that once the parts are received Sundance will fix our heat pump.


    Thank you. 

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

     


Sundance Power Systems, Inc. is NOT a BBB Accredited Business.

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