Complaints

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:06/06/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  I am submitting a formal complaint against SUNUP Zero Down, a solar energy company with whom I paid in full for the installation of a residential solar panel system. The company has failed to fulfill their obligations regarding the proper transfer of solar connectivity to the new homeowners, which has resulted in my inability to receive Solar Renewable Energy Credits (SRECs) as promised at the time of purchase. See attached formal letter for further details.

  Business Response

  Date: 06/10/2025

  Hey ******* -  Just a friendly follow up.  I did a bit of research into your system and found the following...
  Our technician Brandon has spoken with the new homeowner multiple times, but the system continues to disconnect from the internet. Since the new owner is not recognized as the system owner in ********* records, she’s unable to contact ******* or manage the account herself.
  To my knowledge, we were never made aware that you intended to retain the SRECs after the sale, this is pretty uncommon for this reason.  You are trying to access production information for a system that you no longer own.  Most homeowners transfer the SRECs at the time of sale.  If you didn't disclose that you were keeping the SRECs at the time of sales, that can create issues for you later down the line.  All of that being said, I do know of a few homeowners that were able to keep the SRECs.   
  The new homeowner has indicated she’s not interested in paying the fee to officially transfer ownership.  This is typically done at the time of sale when SRECS are transferred.  This further complicates servicing the system. 
  All of that being said, I fully understand what you are trying to do here and we will continue to try and accommodate you.   I’ve asked Brandon to return to the property to see if there’s anything further, we can do to stabilize the connection.  I’ll follow up once Brandon has had a chance to assess the system again.
  Sincerely,
  
  David P*******
  Managing Partner 
  Direct Call or Text: ###-###-####
  Office/Fax: ###-###-####
  Sun Up Zero Down LLC. 

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  As a response from the General Manager of SunUP Zero down, they have reconnected the (solar system) and no payments have been missed. SRECTrade will pull the data for May 2025 this month and issue any due payment accordingly. As you may know payments are 5 months behind and the May 2025 payment would be issued in October 2025.

  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:05/31/2024

  Type:Sales and Advertising 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.

  I payed for Solar panels and now my bills are double for electricity - The panels were placed where the sun does not hit them - therefore Im not getting solar and paying too much

  Business Response

  Date: 05/31/2024

  Hello ******,

  Sorry to hear you are not satisfied with your systems performance.  I will have a production vs consumption report created asap so you can see how your system is performing in comparison to the production guarantee in your contract and original proposal.  You can expect to hear from us within 2 business days.  
  

  Best Regards,

   

  ************************;