Complaints

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

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  ATTYX LLC

  150 Eileen Way Unit 5 Syosset, NY 11791-5313

  
• 

  Attyx

  1231 Shields Rd Ste 5 Kernersville, NC 27284

• 

  ATTYX LLC

  94-117 Malakeke Pl Ste 102 Waipahu, HI 96797

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:12/04/2023

  Type:Product 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 had solar panels, but was made aware of a program who would give us a free roof with the installation of solar panels. We asked if we could even take part in this program as we already had solar panels. We were informed that if our Solar panels were older than 3 years then yes it would be possible. So we took advantage of this offer as we needed a new roof and more solar panels would not hurt anything. Our solar panels were installed as of July 7, 2023. When we received our eletricity bill we noticed a big increase even though we had installed more solar panels. We reached out to Sunco and they informed us that our panels were not turned on due to a pending electrical inspection on their side. We received an email on 7-20-23, saying that the electrical inspection had passed. On 8-7-23 we received and email stating that the system was ready to be turned on. Since then we have been in contact with Sunco because we have yet to have working solar panels and our electricity is higher than prior to thier installation. They also messed up our 20 solar panels that we had previously, which were paid off and working just fine. We have been back and forth, and they have not remedied the situation. They keep telling us we are a high priority yet we still currently have not had any solar power. We reached out to a lawyer to help us and still have not had any success. We want our solar panels to work and major compensation for the energy lost, money paid for electricity, damage to our 20 solar panels, and damage to our credit as they sent it to collections even though we do have any working panels.

  Business Response

  Date: 12/08/2023

  Our team is actively looking into why the solar panels are not reporting to their Enphase account. We will review the compensation that can be given to the customer from the time they informed us the system was not working. We cannot correct the customer's credit report. The customer chose not to pay for their loan, which got sent to collections. We are still working on getting this customer's problem solved.

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Because it has been six months from our first complaint and still do not have working panels and we cant pay for a loan and our new high electricity bill simultaneously. Plus our existing 20 panels we had prior to our installation with them worth $60,000 are not  working as a result of their work.  They  keep saying that they are looking into it but no resolution . They say that they have attempted to reach us but we have no missed calls and they have not left any messages. 

   

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

  Business Response

  Date: 01/09/2024

  We are aware that it did take ** longer than expected to fix the issue. We are sorry we couldnt find the issue on one visit. We wish all problems could be a simple one visit and fix, but not all problems are that easy. Due to the delay in finding and fixing your issue we will find a reimbursement that is fair for you. We are giving a reimbursement to show you goodwill. Because we do not guarantee production we are not obligated to give reimbursements. The amount will be determined by estimating how much electricity your system may have produced during that time. Our support team will email you shortly when we have the fair amount. With the information that we have through Enphase we see that your system is operating properly the system is not underperforming. 
  
  

  Customer Answer

  Date: 01/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: due to their lack of availability and lies and willingness to fix our problem.  I cannot trust that we will receive compensation until they reach out to us via email.   We are aware that the system has been up in running since Dec. 15.  We spoke with enphase and they are the ones who told us that the one panel needs maintenance, that there is some ** default in it and that it looks like the system is underperforming.  They have only came out 3 times in a 7 month span and each time was only at our home for less than 20 minutes.  The first time it was our electrical they claimed was the problem, the second time they came and left and said nothing, and the third time they said it was something that was a roof issue and that the company who did the roof would be in touch to correct the issue.  When out reached out via email to find out when the roof guy would be coming I was informed that we no longer had a problem and that the panels were working.  There was no explanation as to what was going on. 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:11/22/2023

  Type:Customer Service 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 am a homeowner who sought out a solar project that would help my ridiculous energy bill. ******* from Sunco was a smooth talking salesman that made all types of promises that the company did not live up to. My reason for complaining here is that no one should have to go through what so many of us have already. Read Reddit, yelp, or you tube videos. They did the old bait and switch and explained to me what my bill would look like. So I jumped to the occasion. The roof they put on that was supposed to be free was not free. In fact the bank told me that they have to put the roof price on the loan to get paid for it. The incentives were supposed to offset all of the fees and loan Amortization but you would have to apply said incentives at tax time to offset them. What you fail to understand is extenuating circumstances like the fact that I didnt get a refund. So in a nutshell I am spending more money until **** for these panels plus my energy bill of over 200 a month which brings me to over 500 a month which is more than I was paying for con ** prior. And these panels will only depreciate which means they will not do the job they are supposed to be doing later on. Company should be shut down and everyone working for them should be put in jail. I cannot wait to seek reparations for this company has no business doing business.Lets also talk about my credit being destroyed for not making the first of six payments that *********** told me not to pay. Insisting that it's part of my incentive not to pay the first 12 months.SCAM SCAM SCAM SCAM SCAM

  Business Response

  Date: 11/29/2023

  Unfortunately, our agreement states that we do not guarantee the amount of the tax credits you may receive. We also do not guarantee that the solar will completely offset your utility bill. We did send you some assistance for the loan payments. We are sorry to hear that you are unsatisfied with your solar. 
  
  

  Customer Answer

  Date: 11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  
  Not one part of the agreement that we all agreed to has been fulfilled. you did not give me a free roof, you did say that the amount of panels will offset my bill so that I will pay ******* monthly to the loan company and I will have a ***** grid charge.
  You offset ****** because you were guilty of telling me in writing my first year was to be deferred and yet my credit tanked after three non payments. Your  company deserves to all be put in jail for illegally scamming people. This is far from done

  You have had many opportunities to make it right and you took total advantage of people. Your staff even left you and told me all about how you s**** with people. Unfortunately it was too late I was already knee deep with you.

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

• Initial Complaint

  Date:11/21/2023

  Type:Order 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.

  On the 18th July 2023 ***************** phone # ************ of Sunco visited my home to installed Solar panel I electronically sign for. $18,450.00, to be repaid to Sunco, about a month later I received information from ***** stating that I request a loan via Sunco for $46,900.00 and I am past due since I didnt pay for September and October, I never contacted ***** for any loan, Sunco manipulate my electronic signature for $18,450.00 and apply for a loan from ***** without my consent for $46,900.00. I am looking for Sunco to cancelled the loan that they took from ***** under false pretense.I didnt paid Sunco nothing, I signed the contract for $18,450.00 in order to repaid them monthly but instead they went without my consent and falsely took a loan in excess of $18,450.00.Sunco receive the funds from ***** and I have to repay it. I need to cancel the loan they took in my name. I s/b repaying Sunco $18,450.00 from my pocket.

  Business Response

  Date: 11/29/2023

  We did not manipulate the customer's signature. The ********************** agreement states that the amount of the project is $46,900. After the customer receives the available tax credits and pays those toward the loan, he could drop that amount to $18,450. The customer doesnt understand the tax credits. We have a recorded welcome call verifying the loan amount and his lender. We also verified if he received the documents from his lender, Enuim. It is too late to cancel the project since the cancellation period has ended, and we have already started work. We need to finish the project if the customer wants to receive the available credits.

• Initial Complaint

  Date:10/30/2023

  Type:Customer Service 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.

  Sunco Solar recently repaired my roof and did a poor job! However since then I began having major water coming from my roof as a result of using cheap material. I informed Sunco Solor and they sent a non English person that was unable to articulate the much needed repairs to *******! To date no repairs have been made. Due to the fast approaching cold weather I am concerned as I am the caretaker for my 85 year old elderly mother.

  Business Response

  Date: 11/01/2023

  When we sent our crew to fix the leaks, the homeowner refused our crew to make the proper fixes. Our crew also informed us of racist comments that he made towards them. We have not been back to this customer's house because of his racist comments and his not allowing our crew to fix the problem.

• Initial Complaint

  Date:10/02/2023

  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.

  Sunco installed a brand new roof earlier this year that was "free of cost' with the installation of solar panels. No problems with the panels to date as they have generate sufficient energy to negate my coned ed ***** However, I have had two leaks on the so called "new roof." My cost for fixing the first leak out of pocket was fully reimbursed. I have contacted Sunco about the second leak and was told that because I hired someone to stop the immediate leak via applying water proof paint to the area leaking, the warranty is voided. Keep in mind Sunco does not have emergency department to address issues. Was i supposed to let the leak continue for days if not weeks until Sunco showed up. A " new roof" should not be leaking. It was overall bad workmanship. A very expensive ****** learned. I'm stuck with a bad roof with Solar Panels!

  Business Response

  Date: 10/05/2023

  We warranty the work that our roofing team completes. Because you hired someone who was not SUNco, their work isnt under warranty by SUNco. Because you went outside SUNco for fixes, our 2-year workmanship warranty is void. Unfortunately, there is nothing further SUNco can do for your roof. You didnt allow us to fix the problems under your warranty. You still have a manufacturer warranty for the roof material. We suggest you go through them to check if their warranty covers any additional issues you may have.

• Initial Complaint

  Date:08/07/2023

  Type:Order 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.

  Son **** has threatened to haul my tax abatement because I will not let them install a yellow rail on my home. Im a senior citizen, and I did not agree in the contract to have a yellow railing put on my house now they are not releasing my tax abatement documents threatening to hold them please assist

  Business Response

  Date: 08/07/2023

  SUNco is not withholding the tax abatement from the customer. The government fully controls it. To receive the tax abatement, the customer has to follow the regulations made by the ********** of ********** That regulation is having guardrails installed for safety purposes. If the homeowner refuses to install it, they cannot receive the tax abatement from the government. SUNco informed the customer of the consequence if she refused to install the guardrails. SUNco is not holding anything against the customer because of her age. ********************** is trying to help the customer receive her tax abatement from the government. If the customer reaches out to ********************** to get them installed, we can submit the required information to the ********** of **********

  Customer Answer

  Date: 08/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I am not rejecting the railing. I am rejecting the yellow railing that the company says I have to install. I spoke to them and they said they will call me back for an alternative. The yellow railing cannot go up, but a railing that is suitable for my house will be allowed just not a big yellow railing on top of my house. The company said that they will have an alternative but no one has contacted me as of yet. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 08/11/2023

  We do have to follow the regulations of the **** We are looking into what other alternatives are available. It does take time to look into this. We will reach out when we have an answer to what the *** will approve. If the customer wants to receive the tax abatement, she has to get the guardrails the *** approves.

  Customer Answer

  Date: 08/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: The business is taking their time to  to give me an answer Please have them respond at a timeframe date and time we have let them know that the ************* taxi colored railing is unacceptable at the time of purchase. They did not state that we had to put this railing on our home . There were no barriers at the time we would like our money back for what they have done to breach this contract.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:07/25/2023

  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.

  I had solar panels installed 4 months ago. Issue #1, no one told me they would be dropping off the supplies a day early and put them in my driveway when I wasn't home and blocked a car in. Issue #2, our solar panels don't match. 2 of them are a lighter color. Issue #3, they use multiple 3rd parties we weren't made aware of. Issue #4 the electricians never flipped the switch so when the solar panels were installed on 3/7/23, we just now started getting power this week. The electrician came out unexpectedly after a complaint was made to Sunco and we had to leave so we weren't notified if it was working or why no one finished the job to begin with. Issue #5 after the sales people make their sale, it's very hard to get ahold of the on the phone. They revert to texting and hiding behind a phone. For the amount of money that was spent, better customer service is expected. Issue #6, when complaining again to Sunco, I stated I wanted a credit for the 2 months I had to pay higher electricity for an error that wasn't our fault, the rep informed me it was above their pay grade and we are now waiting for someone to reach out with a resolution.#7 After further investigation on MY part, the salesperson didn't take into consideration that we had free nights. We technically should have DOUBLE the solar panels we do now. I called reliant and they said it was cheaper to keep the plan we have now than to switch to the solar plan. Doesn't make sense to me as to why we have solar panels then. #8 I have sent **** yes, 8 emails BEGGING for a manager to call me, I don't get a response via email of phone call. I will say the POSITIVE thing about this is the app, Emphase. The reps name was ***** and very informative and helpful. Overall this has been a very negative experience.

  Business Response

  Date: 07/26/2023

  Issue #1: SUNco has no control over where the materials were for the solar installation. These materials were in an accessible location for our crew to start the work the next day. If there needed to be special accommodations to where the material was, the customer should have made those arrangements. 

  Issue #2: Per our agreement, the customer received ten premium ********************** panels. The photo of the completed work shows that all the panels are the same color.

  Issue #3: SUNco does have partnerships with multiple entities. These partnerships do not hinder the customer or the completed installation. ********************** facilitates that work to make sure it is complete. SUNco does partner with entities that are fully qualified and licensed with the **************. 

  Issue #4 and #6: SUNco is unable to turn on your system the day we install it. We have to wait for the utility to give us, Permission to Operate (PTO). PTO was given to us on 03/7. Our team turned your system on the same day we conducted your inspection with the city on 3/16. Your system was operational from 3/16/2023 to 3/28/2023. From 3/28/2023 to 5/16/2023, the solar was not reporting. It is the customer's responsibility to monitor their system. Out of Goodwill SUNco will reimburse the customer for what the ********************** system was estimated to produce during this time. 

  Issue #5 The sales representative is not responsible for customer service inquiries ********************** does have a customer support team for these instances. Which you stated you have reached out to. 

  Issue #7 Each utility company has its programs for Net Metering. We do not guarantee savings. The customer did not conduct her research for her specific program.

  Issue #8 If you need a manager to contact you, we are happy to do so.

  Customer Answer

  Date: 07/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  #1-Common sense on the 3rd party business you subbed out for, should have COMMON sense to NOT block in cars in the driveway. COMMON sense should let the homeowner be aware that materials are being dropped off the day PRIOR to work. No special accommodations needed to be made, just using common sense on where to put the materials. 

  #2-The panels are NOT the same color. You can have someone come out here and take a look. Also, the 2 panels that are not the same color, do NOT produce the same amount of energy as the rest of the panels. GO figure on that one. 

  #3-When  a customer has issues with the 3rd parties you sent out on SUNco's behalf, it would be nice to have simple ways to contact them. I cant get a hold of people at this company, how am i suppose to get ahold of people from the other companies we weren't given contact information to?

  #4-Something happened between when it was turned on and when it quit working. I am 67 years old. I don't go flipping switches on/off for fun. You want to blame me for not monitoring my system...who showed me how to use it? Who taught me how to use it? As a major company, one would assume customer satisfaction would be your priority and I'm clearly telling you I am NOT satisfied. 

  #5-The sales rep gave me his word and in my day, that meant something. He said he would be there for me throughout this whole process and he hasn't. I have since heard from him and he is no longer with the company. Surprise. 

  #7-Your sales person did in fact guarantee a savings. I have a witness saying so. Why would I invest in a $30,000 investment to not end up saving in the long run?

  #8- I want a face to face meeting with a manager. I will come to a location in the DFW area.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 08/04/2023

  #1 The materials were placed in an area that was accessible to the crew. Were sorry that your car was, stuck in your driveway. 

  #2 The panels are all the same make and model. With solar panels, they may look a different color with shading. And if it is at a certain angle. This look does not affect the production of the solar panels. The production of solar panels is affected by shade in the area. 

  #3 SUNco is the main point of contact for the solar installation. For all questions regarding the completed work, you will need to contact SUNco. These 3rd parties dont need to be contacted by the customer. 

  #4 As I conducted more research into your situation. I see that we already reimbursed you for the month that your system was unresponsive. The Enphase app will have a walkthrough on how to view your system. If you do not have this app downloaded, we are happy to send you the instructions on how to do so. 

  #5 I understand the Sales rep **** returning your calls. As stated earlier, that is why we have a customer support team. 

  #7 I understand your frustration in the matter. As stated in the agreement, Spoken promises can lead to misunderstandings. We will gladly put all promises in writing. If you are not saving money due to a specific program with your utility, youll need to change the program. SUNco has no power over the program you have with your utility provider. You will have to speak with your utility provider to get on a better system for solar.

  #8 *********** doesnt have a manager to help with your situation. That is for our sales representatives. I am sorry face-to-face meeting with a manager is not doable. As stated previously, if you want a phone call from our customer service manager, we are happy to comply. 
  

  
  

• Initial Complaint

  Date:07/06/2023

  Type:Order 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 was approved for solar paneling and was told that with this project I would also receive a new roof ( if needed) free of charge. I later learned that this was not the case and that on August 31, 2021 I had two disbursement of $39, 000 and $26,000 with a ****% interest. May 3, 2022, I tried to get a pre-approved letter however I was told by a loan officer that I had a mortgage from ******** for the total of $66, ******! My understanding of this loan was that there would be no interest attached for one year and that there would be no cost for a new roof to homeowners! I have attached all correspondents, documents and numbers between Sunco and I and also between ******** and I.I am looking to having the $39,000 roof disbursement along with any interest attached to this loan removed and a letter clearing me from this mortgage. I thank you for all assistance that can rectify me in this matter.

  Business Response

  Date: 07/07/2023

  All lending related concerns of the customer must be directed towards ******** and not SUNco. We have nothing to do with any funding of the project. ******* was made aware of the terms of the loan prior to signing. SUNco is solely in charge of providing a functioning solar system and new roof as per the contract. *******'s solar system has produced a ton of energy since she signed up with SUNco. To date she has generated a whopping 12 MWh.

  At the origin of the sale, ******* and SUNco conducted a recorded welcome call verifying the specifications of the project. As stated in the welcome call, it was outlined that the cost of the roof was included in the project amount of $66,481.

  SUNco's only recommendation, if the client has not already done this, would be for is for the client to file for all the tax credits and rebates available to them as listed on the contract. SUNco does not give tax advice.

  Everything that was on the contract and welcome call has been upheld with exactness. 

• Initial Complaint

  Date:06/28/2023

  Type:Order 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.

  Its has been over a year since sunco Solar installed the panel they install the panels on the plp meter they was supposed to to install the panel on the first floor nobody life down stairs l have been calling them for months they dont answer my calls or my emails l have been paying con ****** over a year paying my monthly bill over $200 dollars each and also paying the bank back for the solar panel l dont think this is fair l been call *************** over 3 months she is the one that suppose to help we this situation she never response please help me with this situation to have them install my solar on the first floor l am paying to much money especially now is summer time thank you for your attention to this matter ******************* ***** The contact is under my son name ************************* an myself thanks again.

  Business Response

  Date: 07/07/2023

  Thank you for bringing your concern to our attention. Please, email into ***************************************** to have your request looked into. I have spoken to the team and they are anticipating your emailed response. They will conduct an in-depth investigation surrounding your request.

• Initial Complaint

  Date:06/21/2023

  Type:Order 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 am frustrated with SUNCO and their servicer SOLAR MOSAIC. I wanted solar energy to protect the environment and save money, but dealing with them has been a nightmare. SUNCO was quick to sign me on, but I suspect they intentionally confused me with multiple sets of documents. MOSAIC placed a lien on my property before installing any panels, without informing me about it. I also didn't know there would be additional equipment on my roof, and SUNCO failed to inform their installation team about my property's landmark status, resulting in an unsightly conduit system on the front facade. Despite ample time to fix it, the equipment hasn't been moved since August 2020. Moreover, they refusing to pay for any construction costs associated with the relocation of their equipment on my property. Therefore we are at a standstill and I am continuing to pay for CON ****** electricity on a monthly basis - which is by the way much cheaper than their $336.71 monthly payments. My Con ** payments average $197/month.In protest, I stopped paying my solar bills, and now SOLAR MOSAIC has put me in collections for over $54,000. They refuse to clarify who owns the loan and provide conflicting information implementing a "good cop/bad cop"strategy. The proposed settlement requires paying $6,586.22, with increased monthly payments and additional construction costs. SUNCO's solution of running the conduit on the rear facade is unacceptable. They also refuse to reimburse any construction costs. Furthermore, there are still liens on my property.I feel misled by both SUNCO and MOSAIC, because they HAVE NOT COMPLIED with the contract while continuing to harass me. I request your intervention in this matter.

  Business Response

  Date: 06/27/2023

  Hi, *********, we are currently investigating your situation and will get back to you shortly. It appears the project had many variables and layers that were not accounted for in your complaint. I will dig a bit deeper and get back to you. Thank you for reaching out. 

  Customer Answer

  Date: 06/28/2023

  Better Business Bureau:
  

   

  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  1. After having spoken this morning with Con ****** ************************ I have learned that only on July 05, 2022 was my solar officially turned ON. That I am being harassed by SOLAR MOSAIC (SUNCO's servicing partner) to pay for anything PRIOR to that date is outrageous and completely unethical suggesting fraudulent business practices on the part of both entities: Sunco and Solar Mosaic.I have every intention of reporting this to BOTH the ********** and the New York Attorney General.

   

  2. Per the attached summaries from Con ****** (showing my old billing address) it is clear that my kilowatt usage FAR EXCEEDED the basic usage of between ***** kilowatts. That means, I have been paying hefty Con ****** bills  all along which underlines that THE SOLAR EQUIPMENT IS NOT DOING ITS JOB!!! Moreover, it was never explained to me that in addition to the solar I would also be paying Con ****** a basic fee of approximately $35/month per account of which there are two: 1st floor and 2nd floor. It is clear that I have been sold an entirely different bill of goods the result being that I must pay not one but TWO providers and I can never recuperate the loss of my time spent dealing with the incompetence of SUNCO and SOLAR MOSIAC.

  3. To reiterate, the fact the panels were NOT installed in the correct location (Per Landmarks specification) constitutes that SUNCO is not in compliance with the Contract. To date, the equipment still has not been moved to the correct location because SUNCO refuses to payoff any construction costs associated with the relocation.

  4. I have grown weary of the good cop/bad cop games that I have been subject to by SUNCO and SOLAR MOSIAC.

   

   

  Sincerely,
  
  *************************************
  
  
  
  
   
  

  Business Response

  Date: 07/06/2023

  *********, we cannot turn your system on until you allow SUNco to bring your solar system in accordance with the *** & DOB (Landmark ********************************** ********** of ********* standards. You have not allowed us to move the conduit and BOS unless we agree to pay for the interior damage. Everything you are wanting depends upon you allowing us to move the equipment to be code compliant. This has been communicated many times. SUNco has already communicated we could do this for free but interior repairs would not be included. If you but let us to complete the job we can submit your solar project to the *** and DOB and have your system approved and turned on. There is nothing SUNco can do unless you allow us to complete the job. 

  Customer Answer

  Date: 07/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  First and foremost I did not "personally" delay my project. My original GC was a disaster and I am currently in a lawsuit as the Plaintiff against them. Covid put things hold and then It took me a while to find another GC who was willing to take a project that was half done. 

  I was not at liberty to dictate to the new GC about how he should sequence the project, It was also my understanding that the equipment would be relocated inside the wall of the street-facing downstairs bedroom. Then you changed your mind and decided it should be placed on the rest of my facade (an eyesore). It is not up to me or my GC to clean up or pay for your blunder.

  Moreover, CON EDISON confirmed that my solar power was officially switched on only a year ago on 05 July 2022. I have been paying high electric bills all along which underline that your equipment is at fault. Obvious to a fool, this is not sustainable. Moreover, art is not the bill of goods that SUNCO sold to me. It is your servicer who is harassing me and going after me in collections making me responsible to pay for something way before it was officially turned on. 

  SUNCO has a terrible and I am not at all surprised.

   

  
  

  Sincerely,
  
  *************************************