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Business Profile

Solar Installation

Sunwise Energy LLC
BBB accredited business seal
BBB Accredited BusinessA-Rated by BBB

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/22/2024

    Type:Order Issues
    Status:
    Answered
    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.
    The finance company started billing me and the job is not complete. They are delaying the repairs and/or changes required by code for unknown reasons. They do not respond in a timely manner and continue to make excuses for the delay. As of right now I am paying for a product that is not operational. I unfortunately am going to have to get an attorney involved.

    Business Response

    Date: 05/29/2024

    Dear ****,

    We sincerely apologize for the delay in completing your project. We understand your frustration and deeply regret any inconvenience this has caused.

    During the inspection, the inspector detailed some corrections that needed to be addressed. I am pleased to inform that these corrections have been completed, and the project should now proceed as planned. We are currently working on scheduling a new inspection date and will keep you updated on its progress.

    Regarding the billing, please note that the payment schedule is managed by ******, an external financing partner. Unfortunately, we do not have control over their billing processes, but we understand your concerns about paying for a product that is not yet operational. 

    Referencing our last call, we are still committed to discussing a way to compensate you for the lost time. If there is a resolution that you find appropriate please let us know and we will do our best to accommodate your request.

    We truly appreciate your patience and understanding during this time. Should you have any further concerns or need additional assistance, please do not hesitate to contact us directly. Your satisfaction is our top priority, and we are committed to resolving this issue swiftly.

  • Initial Complaint

    Date:04/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Reported a number of panels not logging electricity at the beginning of March. One panel was resolved however a quarter of my system is still non-functioning. The system has been online since February 2023.Panels are not generating electricity, system is not connected to the grid currently.This is causing increased electricity bills and our inability to utilize solar energy benefits.Attempts to Resolve the Issue:-I have attempted to contact Sunwise and was told I would be receiving a call. to discuss further but have received no such call.-I have spoken to several representatives and managers and explained the issue as well as the dissatisfaction in the resolution for a warrantied system.-I have left voicemails and sent emails detailing the problem, but have not received a response.-My system has been fully turned off by Sunwise for a week, with panels lacking productions since the end of February.Desired Resolution:-I request that Sunwise promptly dispatch a qualified technician to diagnose and repair the solar system under warranty.-I expect the repairs to be completed within a reasonable timeframe to minimize the impact on my energy usage and finances.I am very disappointed with the lack of response and service from Sunwise. A malfunctioning solar system not only negates the benefits of solar energy but also results in additional electricity costs. I urge the BBB to intervene and ensure that Sunwise Energyfulfills its warranty obligations and repairs my solar system promptly.

    Business Response

    Date: 06/04/2024

    Dear ****,

    Thank you for bringing these concerns to our attention.We take your feedback very seriously as we have offered you multiple resolutions to address the issues you have raised regarding the integrity of your solar system.

    Our various technical assessments confirmed that your solar system installation has been altered due to rottens or animals nesting underneath it and damaging the wiring under the panels. As per the terms of your contract and warranty, such damage caused by external factors out of our control is not covered by Sunwise Energy nor by the manufacturers warranty for the installed equipment. On the various recorded phone conversations you had with our **************** team, you acknowledged that those damaged caused are not our fault or negligence. 

    We understand that you wished you have known about the pest protection guard at the moment of the sale. Unfortunately, as you are aware, ****, your salesperson is from a third party company, and that would be something to be taken up with them. In the meantime, we do understand the urgency of your situation. Thats why we have repeatedly offered to install this protection and to fix any issue associated with the solar system at cost to help you as much as possible. 

    We regret this issue escalated, and your reaction on social media, internet and other platforms are not helping us find a resolution, beside not being accurate. Again, we understand the frustration, but the company would not be able to perform those reparations for free, as we are not responsible for the damages. 

    The proposed resolution is to have the solar system rewired where needed and a critter guard installed surrounding the solar panels. Referencing our previous conversations: there is a price associated with these services and, upon internal discussion, I can confirm the provided quote is non negotiable.

    We sincerely apologize for any inconvenience and frustration you've experienced. We stay at your entire disposal to work together towards a resolution to this matter and we hope to find an agreement satisfying everyone in the matter. 

    Sunwise Energy

  • Initial Complaint

    Date:12/16/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 took a $54000 loan through a finance company provided by the solar company. The ************* got their money in May of ******************************************************************************************** battery backup. They started installing the system February 2, 2023. I was told by the salesmen that they would not bill me until the system was operational. I told the finance company and they said that is not their problem.

    Business Response

    Date: 12/18/2023

    Dear ***************, 

    Thank you for reaching out. We are sorry to hear about your disagreement. 

    As you are aware, the situation is a bit different than explained. You purchased a solar system with a battery and we originally installed it with an Enphase battery and inverters. You asked us to change it, as contracted, to a Generac system. We advised that new generation of Generac inverters had manufacturing issues and that an Enphase system would be better and more efficient. You insisted, as per the the research you had done, that we change it and we proceeded with the of inverter and battery swaps as per your request. 

    The Generac parts that were installed are indeed and unfortunately having problems. We sent technicians to your property on various occasions and we are follow up with these issues closely. We already successfully handled 2 parts replacement with Generac and we are in constant contact with them to have the remaining issues addressed.

    We will always assume responsibility for mistakes and damages caused by our team and labor and honor the terms of our workmanship warranty. However, in this case, the issue comes from the manufacturers equipment, and we are in touch with them to help you resolve this matter as quickly as possible. 

    We remain at your disposal and will do our best to help you resolve this inconvenience and have your solar system up and running. 

    Sunwise Energy Team

Sunwise Energy LLC is BBB Accredited.

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