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

  
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  ATTYX LLC

  94-117 Malakeke Pl Ste 102 Waipahu, HI 96797

• 

  Attyx

  1231 Shields Rd Ste 5 Kernersville, NC 27284

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:05/09/2023

  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.

  This is the second time I am trying to get repair for the same issue on my solar system within one year. My system is completely dead for the last 5 days, no lights, no electricity. No transmitting. I received e-mal from the monitoring compony on Friday night, 2 days after the last signal. I called the headquarters and received the usual run around for the second time from the same person. She is offering me tutorials how to connect the system to wi-fi or turn it on. Then she finally agreed to *************** department. She advised that I would get a ticket via e-mail and they would monitor the system remotely for 2 days before contacting **** am still waiting for ticket at the end of working day. And what are you going to monitor remotely, The system is not transmitting. The last time it happened they had to change all breakers I am losing significant amount of money every day the system is out of order. Unfortunately, there is nobody else to ask for help at Sunco Solar. It looks like this lady is ruling the compony alone

  Business Response

  Date: 05/09/2023

  Yesterday, on May 8, 2023, the client called in to vocalize their complaint. A ticket was created in SUNco's CRM system and the appropriate professionals were notified. Our customer service representative attempted to troubleshoot the problem with the client before more costly measures were employed. We understand these circumstance can be frustrating but the verbal aggression and insults of incompetence were not helpful to resolving the issue. Each customer is responsible for the monitoring of their system with Enphase's downloadable app. We can resend an email which will walk the client through downloading the app if they would like. We have received word today that we will be dispatching professionals to investigate the problem at the property of the client. A day has not been set as of yet. 

  Customer Answer

  Date: 08/31/2023

  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:

  I an unable to schedule service for 2:weeks now. The person I spoke with is not working for the company anymore. It looks like the company doesn't exist anymore

  
  
  
  
  
   
  

  Business Response

  Date: 09/01/2023

  The customer has to let us know if there is a problem with their system. We do not give a runaround to the customer. We tell all of our customers troubleshooting steps that are easy, fast, and can fix most problems. We gave the homeowner these steps, hoping it would fix the problem. When we create a ticket, ************** does a more complex remote troubleshooting that takes 2-3 days. After this, he monitors the system for 5-7 days to see if he fixed the problem. We have scheduled a visit with this homeowner to get his system back on. His appointment is on 9/6/2023, and he has confirmed this appointment. We will do our best to get this problem fixed on this visit. If it doesnt get fixed, we will work with the customer to resolve it.

• Initial Complaint

  Date:04/17/2023

  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 April 30, 2022, my wife and I met with *************************, a SUNco Solar representative who was referred by a neighbor. ************ promised to have Solar and new roofing for a total cost of $ ****** and after all the incentives, my net cost will be $26,320 he told me that would be my only responsibility with a term of 24 years at a ****% interest rate. All he did that day was get my credit score for approval then I received an email from EnerBankUSA telling me I was eligible for a financing amount of up to $ 125,000.I gave no Contract to myself or my wife. I did not sign a contract on that day.I only got the contract from EnerBankUSA. ******** claims that the signatures don't match. I believed that Sunco Solar cut and pasted my signature on the contract.

  Business Response

  Date: 04/17/2023

  To whom it may concern, the claims that ********************************* did not sign his contract are false and unsubstantiated. SUNco would not and did not fraudulently sign or copy and paste their signature.

  - SUNco has a recorded an in-depth welcome call with the client discussing, with a SUNco representative, the details of the project. The client confirmed they got through Enerbanks (Concerts) security questions. This is how SUNco can confirm that they are approved and aware of the loan parameters and expectations. The contract was sent and signed through the clients email address which is listed on the contract on April 30, 2022. ********************

  - SUNco uses a virtual signing software (*********) which slightly differs from the software used with the ******** (Concert) documents. Hence, why the signatures are different. The font is auto generated which may be the reason the client feels they can claim it is not their signature.

  - Solar and roof contracts take months to complete. They require immense communication booking site surveys, inspections, electricians, roofers, solar installers, ect. In addition, the client signed off on the solar design. The client agreed and assisted in the completion of the solar and roof project the entire time.

  - On May 17, 2022, the loan was resent via email by the request of the client. A few days later, the client was cut a deal where they were offered three additional panels to which the client agreed and signed off. This was offered to push the project along so there were no delays in our operation. 

  - This client received Permission to Operate (PTO) on 7/7/2022 and the project was signed off as completed by the ********** of ******** (DOB) on 8/24/2022. The question must be asked, why would the client reach out eight months after completion with such serious accusations of fraud and demanding a discount? The perceived assumption: the deferred loan repayments are about to come due for the client and they are having buyers remorse. As stated in their ******** contract under the loan highlights, it states, "No payment required until 12 months following substantial completion of installation (deferred payment period)" The client signed back on April 30, 2022. We are almost 12 months since signing the original contract.

  SUNco has not acted fraudulently at all despite the clients claims. There will be no discount offered.

• Initial Complaint

  Date:03/13/2023

  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 saw an ad for a free roof if I went solar. My roof needed to be redone so I entered my info. The sales **** ******************* called and we setup a day and time for him to come speak to me. At the appointment, ***** looked over my con ***************, he saw my monthly kw usage was about 600 kwh per month, roughly $125 per month and he called into SUNco to let them know. Based on my usage they decided on a **** kw system. I asked ***** if this wasnt sufficient would SUNco re-evaluate and adjust? He said yes they would. We were then told we would receive $15,000 in rebates back that we can apply towards the total of $38,150 which would bring our total down to $23,150 making our monthly payments equal to our con Ed **** (which will be little to nothing as a result of the solar panels). Fast forward to our panels being installed and operational, we learned the $15,000 rebate is actually a tax credit. You arent getting $15,000 to apply towards the loan, it all depends on your tax situation what you actually get back when you file your taxes. The **** system at best will generate around **** kw of power a year. Ive reached out to SUNco about this and I was told I have the legal allowed amount of solar panels. But why was I told this system would cover my needs of 10k kw a year when it clearly cant? Id like to give them the opportunity to correct this before I take legal action, if I had known better I would have done more research before signing the contract but not much I can do about that now. Hopefully they do the right thing and replace my solar system with one that will cover my electrical needs as I was led to believe it would before I signed the contract. A 6kw system would be what I should have gotten. Otherwise, if they can reduce the cost of what I was sold to make it make sense, I would be ok with that as well. I will have this complaint removed if SUNco attempts to make this right, otherwise I hope new customers dont make the same mistake I did.

  Business Response

  Date: 03/13/2023

  An explanation for the size and number of solar panels:  In Westchester County, it takes a considerable about of time for all the county and city entities to issue permits.  They also only approved 8 panels and would not let ** install any more panels.  With those 8 panels and the fact you received Permission to Operate (PTO) in December 2022 it is nearly impossible to get the full scale of what your panels will produce during the off peak season.  It is correct that the city and state tax rebates are issued when you file for your personal income taxes.  It is based on your tax filing and liabilities.  This is discussed when you sign the contract.  

  Because of the stipulations that Westchester County implements, we are at a maximum number of panels and if in fact we were able to get approval for additional panels, it could take ***** months.  

  Customer Answer

  Date: 03/13/2023

  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:

  On my contract it states (8) x Premium Solar Panels - **** kw Solar Distributed Generation Unit.  Which means after ************************* communicated my electrical needs to SUNco (before I signed anything) You (SUNco) determined an 8 Panels **** kw system was suitable for my house. I was told by ******** and in an Email by ***************************** (SUNco Employee) that my system should cover my full electrical bill.  When I research this system it shows an annual output of about **** kWh and when I spoke to ************** they explained my system will output around 650kw per year, are you saying these numbers are wrong and a **** kw system can output the ******+ kWh per year I would need?  One month of my Con ** averages about 600kw.  It would appear SUNco purposely sold me a cheaper system, lied to me that it would cover my needs in order to get me to sign the contract and are now hiding behind the legality of adding more panels and blaming the town as to the reason.  If SUNco is honest in this response and puts a plan in place to right this wrong, I will wait the ***** months it takes for more panels in order for the system to do what I was told it would.  Otherwise I would like a significant refund to reflect the limited amount of energy the system I currently have will produce.  Please get back to me with a plan of action, something I can look over and sign that will satisfy my complaint and I will revoke this complaint and not proceed with my next steps of further complaints and legal action.  Instead of trying to respond quickly to satisfy the BBBs policy, please be concerned about your customer and reach out to me directly to discuss how to make this right.  Regarding the tax rebate, you clearly state on my contract how much I will get and how much our net cost will be after the rebates.  We did not get the amount you wrote on our contract, so that is another breach that we will have to address with a lawyer if it gets to that.  I plan on calling my town to see if more panels can be added, if so I would appreciate if SUNco would do the right thing and follow through on what I was told I would be getting "A system that will cover my electric bill so THAT payment can then go towards the Solar loan".  If my town says only 8 panels (as you suggest), I would appreciate a significant discount to make up for the difference of not having my full electric bill covered as I was told it would by ************************* and ******************************  At this point I am going to have two bills which I never would have signed up with SUNco had I known this would be the reality.  Please do the right thing, if you don't I hope this complaint heeds as a warning to anyone thinking about going Solar... PLEASE do your research and check the annual kWh output of the system they recommend and make sure it aligns with your yearly usage. DO NOT SIGN if it doesn't and also shop around and make sure you're getting the best price.  I don't believe that I did.

   

   

   

   

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

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

  Business Response

  Date: 03/27/2023

  SUNco has a recorded welcome call with the ** that goes over the terms of the contract as well as asks if the ** had the welcome call with the financial institution.  ** agreed to the terms of the contract and the loan.  SUNco has met the conditions of the contract.  We have had continuous phone calls with the ** and has done our best to complete and answer all questions.

  Customer Answer

  Date: 03/27/2023

  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]

   The complaint isn't about the contract terms, the complaint is that I was sold a product with the promise it would produce enough energy to cover most if not all of my yearly energy usage.  SUNco looked over my Con *************** and determined a **** kw system would do the job and charged me an absorbent amount of money for that system with the promise it would cover my yearly needs.  The system they sold me will barely cover 30% of my yearly needs and it is not my job as the customer to know what the best ********************** system would be, that is what I (the customer) am looking to YOU (the ********************** Experts) to determine for me.  I was purposely sold an inefficient system for SUNco to make a larger profit margin.  I was lied to and taken advantage of and now SUNco are hiding behind the fact that the contract has been filled/satisfied since they purposely keep the contract item list vague and non-descriptive.  

   

   

   

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

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

• Initial Complaint

  Date:02/27/2023

  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.

  Sunco representive came to my house 2/15/2023. He made us call ****** financial institution in ******* to request a loan (loan ******.) We were not happy with stipulations in original Sunco Solar contract. For example, the contract stated "no employee or representative of Sunco is authorized to make any promises to you that is not contained in this contract, additional costs not explained to us by salesman." There were contradictions from what salesperson ******** said and what was in our contract. On February 22, 2023 we (wife and I) personally drove to Sunco in *******, **** , where we met ************************* (Account Manager) who provided me a new contract agreement: dated 2/22/2023 - with loan number from ****** ******. We (wife and I) personally drove to Sunco Solar on 2/25/2023 to deliver my cancellation to Sunco's agreement of 2/22/23. I also went in person on 2/27/2023 and met with Sunco representative, ************************* who stated Sunco received our cancellation notice that we delivered on February 25, 2023. We asked ************************* to call ****** to cancel our loan agreement. He said "no, ****** will call us at Sunco." Our complaint is that ****** placed our cancellation request into "post funded cancellation department." We never received any goods or materials from Sunco Solar. We also met cancellation policy of three business days as stated on cancellation notice. The first loan ****** should have been voided by ************************* when our NEW Sunco Solar contract was initiated on 2/22/2023. Today, we were told ****** is awaiting Sunco Solar to verify our cancellation agreement. We do not owe Sunco Solar or ****** any money (zero) because we cancelled our Sunco Solar contract of 2/22/2023 within three business days. It was cancelled 2/25/2023. WE DO NOT OWE (ZERO) to both Sunco Solar or ******. I do not want my credit rating affected. Please assist me with this dispute. ********************************* tel. ************ or ************.

  Business Response

  Date: 03/10/2023

  We are currently looking into the time frame and cancellation documents.  Please be patient while we do our research.

• Initial Complaint

  Date:02/21/2023

  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 am writing this letter to file a complaint against Sunco Solar for their predatory and dishonest business practices. On April 28, 2022, ***********************************, a sales representative from Sunco came to our home to sell us a solar panel system claiming that it would eliminate the costs on our electric bill and that we would receive a tax credit back to offset the costs of the solar panel system. Per ********************, Sunco would provide us with a new roof as part of the Solar system installation to reduce heating costs and a new electrical box as an upgrade. I was also told by him that Sunco would be handling my tax rebates and not to worry about a thing. Sunco installed a new roof towards the end of June 2022. We did not have an option of the choice of roofing, nor were we shown a sample of what would be replacing our current roof. After the installation, we noticed small white particles littering our backyard and a couple of weeks after, we had a major leak in our house because the roofing company did not overlap our gutters. We had to pay $350 out of pocket to the roofing company to have that fixed. To this day, we are still seeing a lot of white particles that blow off our room; it causes our family concern over our health and the safety of our three dogs. The electrician(s) came to install the new box and left a hole on the side of my house when he drilled from the outside of my house to establish a connection from the power panels that would be installed on the exterior of my house. There was some back and forth with Suncos team and Con ****** as they worked to obtain enough voltage for the panels to function. The panels were functional in October 2022. I allowed a few months to pass before I reviewed my Con *********************, only to find that the panels did not make a dent into my kilowatt usage. When I reached out to ********* and spoke to **************** at the ************************ informed me that the number of solar panels installed by Sunco would not generate enough energy to offset my electrical costs. He asked if an assessment had been done by Sunco to ensure that they were giving me enough solar panels. I was confused and concerned by this, so I reached out to Sunco on January 31, 2023 to obtain clarification. ********************* replied to my email inquiry on January 31, 2023. He stated that the lender had only approved me for $45,000, after a rebate of $264 from NYSERDA rebate (which they added to the loan and credited out, original loan was $45,264) and according to Suncos stipulation, could only go towards the roof and the remainder would only afford me three solar panels. I was never told this. Instead, Sunco moved ahead and replaced my roof and charged most of the cost towards that. He told me that if I was interested in increasing the kilowatts generated by the 3 panels that they could sell me two more panels at an out-of-pocket cost of $8,000 because the lender would not finance that, and even with adding two more panels it would not be enough to offset the electrical costs and that five more panels would be needed. I should not have to have any additional out of pocket costs. I wanted a detailed itemization of how the $45,000 was spent since that is how much they were charging me, and ****** told me that they could not provide an itemization. After a couple of email exchanges, he marked my project complete and said that they would no longer be reaching out to me after I expressed my anger and disgust over the misrepresentation of what I was getting from them. In addition, Sunco was supposed to install some guard rails for us to receive a *** rebate. They came sometime on December 6 or 7, 2022, went on our roof, placed the guard rails , took pictures of it and then took the rails with them and I did not hear back from them until February 10, 2023 when ******* from Sunco called and left a message to install the guard rails - this is two weeks after ********************* informed me via email on January 31 that they would no longer contact me. They did not completely finish the work but charged me $45,000 for the project on October 23, 2022. Their solar system is not cost effective and it's a waste of money. I am in debt for a system that does not generate any power for me. I'm quite sure that Sunco was also aware that they were selling me a product that would not generate any savings and put its customers in debt. The tax credits that they claim will help to offset the cost are not true.

  Business Response

  Date: 02/23/2023

  Solar only eliminates/offsets the electric bill if you are producing more than you are consuming.  SUNco provides you with an APP that shows you at all times what your panels are producing.  We have shown you how to download and use this app.  It is called Enphase/Enlighten.  In your SUNco contract, it mentions the State and Federal Tax Credits that are applicable to you depending on your tax situation.  When selling the solar, we do not ask the what standing you are at with your taxes.  We simply state that the credits are available to you.  By law, it is illegal for anyone to file another persons taxes unless they have legal documentation.  ******** is very well educated on this and I believe he would not say that we would take care of your taxes.  Perhaps a misunderstanding.  

  All the roof work that was completed is stated in your SUNco contract on page 4 which was signed and agreed upon by you. The white particles that you mention are simply granulers that are necessary to do a proper replacement. They are in now way harmful to humans nor dogs.  We do 100% of he cleanup.  Unfortunately is an extensive project, dust and debris are always possible with wind and weather.  The only additional purchase were gutters because the original ones were not working and this is what was causing the leak.  To our knowledge, there was not leak caused by our installation of the roof and new gutters. 

  Solar does start producing immediately once Permission to Operate  (PTO) is established.  We did install during the off peak season where there are many overcast and rainy days which will slow down the production.  We have mentioned during phone calls that to get the maximum benefits, we need to get more sunny days.  

  Regarding the number of solar panels installed, there are several variables that go into determining this.  First, how much room does the roof allow per code and Second, how much does the homeowner qualify for with the lender.  The second is usually the deciding factor.  If the homeowner will not see a significant reduction with the number of panels they qualify for with the space and qualification from lender, we will advise options which will be solely up to the homeowner.

  We offer a Roof and Solar Package which unfortunately is not itemized out.  Our pricing and costs are very competitive in the market.  The lenders also regulate pricing so to price ***** is not possible.  

  I do not see anywhere in our agreement that the Scope of Work has not been complete. 

  Customer Answer

  Date: 02/28/2023

  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:

  When ******************** met with me in my home and he stated that I would not have any out of pocket costs.  Furthermore, he did state that I would not have to worry about the tax rebates/credits.  He advised me not to worry about it and that these would be taken care of by Sunco as these would arrive in time for me to start to make the payment on $19,000 that would cost for the solar panel system.  ******************** grossly misrepresented the product that he was selling.  Further, I found that his tactics were predatory and unethical;  he was very pushy and told me that once he left my home without me signing, that I would lose the discounts being offered by Sunco.   He did not provide a full contract, instead he provided an almost empty document to sign on his iPad that did not provide the full details of the contract disclosures.  
  Ive had your product(s) for a few months now (a roof that constantly rains white fiber particles on my property and solar panels) and I will say that they are absolutely unsatisfactory and I am requesting a refund on the product that was sold to me by Sunco.  With regards to itemization,  businesses are required to itemize the products that they are selling; lumping all costs into one or two amounts prevents the consumer from confirming if they are getting a good deal from the vendor and it questions the vendors transparency and integrity. 
  Again, the promotions and benefits that were expressed to me by ******************** were grossly misrepresented in order to close the deal and make his sale.  I remain dissatisfied with your product and find that your organizations lack of transparency in providing an itemized invoice conceals the true cost associated with the purchase of your solar system and prevents me from confirming the costs quoted to me are competitive and you state.  Furthermore, I find that your organization targets the elderly and minorities and places them into debt for a product that does not offer any form of savings.  I am requesting a refund or partial refund for the product that was sold to me by Sunco.
   

   

   

   

   

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

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

  Business Response

  Date: 03/02/2023

  ****, SUNco has received numerous calls, texts and emails addressing your concerns.  Our Vice President of Sales along with many others have been in constant contact with you as well as addressed your written concerns.  Please be patient with us while we work with you on your issues.

  Customer Answer

  Date: 03/07/2023

  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:

  I disagree with Sunco's representative's response that there were numerous texts and email correspondences with regarding my grievance.  I was never contacted by the Senior Vice President of Sales.  I am attaching here my one correspondence with Sunco on January 31, 2023 where I reached out to obtain clarification on the solar panel and electric savings that it was promised to me.  On this email correspondence, after I asked for an explanation and expressed my disappointment, ************************* informed me that they would consider my project closed and that no further communication would be made regarding the matter.  On February 10, 2023, see attached screenshot of the voicemail, a representative from Sunco reached out to me to inform me that Sunco needed to install guardrails so that they can sign off on the project.  As of today, I don't have the necessary guardrails and it illustrates that Sunco did not properly manage my project.  I was charged for the project in full before it was completed. 

  Again, I did not have numerous texts or correspondences regarding my grievance.  I only had one email inquiry which resulted in"marking my project as complete" because I inquired about the cost savings promised and expressed my dismay and frustration about the product. 

  Again, I am requesting a refund for an unsatisfactory product.  The new roof is still shedding small particles of fiberglass after months of it being installed; I find to be a health hazard and a nuisance. 

   

   

   

   

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

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

• Initial Complaint

  Date:02/14/2023

  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.

  01/26/2023 Roof remodeling and solar panel installation $80,000 When we first negotiate I was told I would get brand new roof and my yard will be cleaned from all debris and garbage. What I got is half of the roof and all broken gutters and no solar panels I did not wanted to take a loan and I have text message pricing that they told me if there is no loan then there is no deal. They said I would only pay $400 per months and government will reimburse me for around $50,000. When I finally saw loan documents it says that monthly payments are $800 per months. At first I thought that if I pay the $50,000 government will give me the monthly payment amount will go down. But at the end this roof will cost me an arm and a leg. Everything was done on computer and I have never seen any representative from the company. Somehow I think I am not the only one they did this to. So now for $80,000 I have half of the roof broken gutters, I do not know how much it will cost me to fix, and no solar panels.

  Business Response

  Date: 02/14/2023

  Homeowner signed a contract with SUNco on November 29, 2022 which included Roof and Solar with additional roof work including the front extension of the house.  Homeowner agreed in the recorded Welcome Call on November 29, 2022 that states the scope of work as well as stating the question to the homeowner, "What lender were you approved by today?"  Homeowner says, Good Leap. Homeowner was completely aware that she was approved for a loan for the project. It as also discussed in the call that the total project cost was also agreed upon to be $82,220. Homeowner said "absolutely" agree to the cost. 

  The roof was completed on January 26, 2023.   We have made several attempts to contact the homeowner to set up an appointment to fix her gutters.  She has never responded back to us.  We were never sent any pictures with proof that we didn't clean up her yard from the roofing debris. 

  We are in the stage of Solar installation now that we have permits back from the respective departments. Solar project is moving along as it should.

• Initial Complaint

  Date:02/12/2023

  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 made an agreement with Sunco Solar to install a solar Generating system System was installed on 05/11/22 and the system never worked correctly. There is ongoing issues with the system they installed, on day of installation the fuses that was installed blew out at least 5 times.There was ongoing discussion with the Director, *******, who promised to get it fixed.at this point Sunco, at advise of the director, ******* placed 3 locks on the sytem because he explained someone was intefering with the system. The system with locks in place still continues to have intermitting fault.I was told they would come out and change they equipment that *** be defective, but the technician is not able to schedule.I paid two installments which was arranged by Sunco financing Bank, *********** 1st Payment 03/30/22 for $34,320.00 2nd and final Payment for $22,800.00 i was trying to hold the final payment, but was convinced by ***************** that they would fulfil their contract to get the system working as it was supposed to. and that they need the money to continue.This sytem is being Monitored by Enphase System, as per Enphase review installation was 5/11/22 and it only started working 08/09/22. there was a $10,000 reimbursement for the new roof that was installed by my contractor.at this point after almost 9 months Sunco is unable to install a working solar generator as it supposed to be without interruption. They are not able to provide working equipments despite of ongoing request that I have made.Sunco sent me an email today, 02/10/23 acknowleding the system is faulty. but they have to wait for system failure to intervene. this is ongoingfor the monitoring system.Again, they locked the system with 3 padlocks and took all the keys so me, as the consumer has no access to what I paid for.there is no other Solar company that can look over the system.The system still continues to be faulty from Enphase monitoring

  Business Response

  Date: 02/14/2023

  ****************,

  We will and have been conducting in-depth diagnostic tests of the concerns regarding the panels.  Please allow us time to do this with the appropriate departments and get back to you.

  Customer Answer

  Date: 02/14/2023

  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:

  [Your Answer Here]

  This is the same response I am getting from Sunco for several months since installation of the system  

  it is coming up to a year, when some of the component warranty will run out  I expected a working solar generator. 
  I cannot be hanging in the air for diagnostic test to take several months to happen.

  You can come and remove the problem system and replace it completely or refund my money and I will get another solar company to install another.

  Again, sunco is fully aware the system never worked without an issue since installation 05/2022, that is 9 months ago. I cant pay almost $50,000 for a non working system.

  Please give a timeline when you would replace the system with a new one  I asked this before and got no answer  This is why I am seeking help to get it resolved.

  Thanks

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

   

   

   

   

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

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

  Business Response

  Date: 02/16/2023

  SUNco has spent countless resources and time managing **************** account.  He claimed that squirrels damaged the wires inside an electrical panel which is impossible for a rodent to access. In addition, the wires are screwed into the electrical panel making it impossible for a squirrel to pull it out.  We went to the home, and checked every wire on the roof, and everything looks fine.  However, we found something really odd.  Somebody pulled a wire from the Envoy system which caused the system not to report (see image in attachments).  After a thorough investigation, it was deemed that the wiring was clearly disconnected by unscrewing it.  It could not of simply been pulled out or you would see damages to the wires.  

  **************** also accused SUNco of tampering with his Enphase system to show that it is not producing solar.  We have sent our team of experts out to verify the solar is producing and that no one has tampered with his box switching it to the Off position.   We did in fact send our team out at the request of **************** to check his panels again.  We have been more than generous with our time and resources over the last 6 months to try and make him happy but to no avail.  His panels are producing.  Our electricians are experts in the solar arena and have spent countless hours trying to convince homeowner that systems are working and functioning.  

  Homeowner has had Permission to Operate (PTO) since May of 2022.  His system has been operational and fully functioning since that time.  

  At this time, there is nothing wrong with his system.  

   

  Please deem any further correspondence as perhaps buyers remorse and close the case.

   

   

  Customer Answer

  Date: 02/17/2023

  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 dont agree with Sunco version of this, if you spent countless hours and cannot get the system to work without a fault, does that make it value the almost $50,000 that you received.
  

  The Enphase review clearly indicates when is working and when is not. Is there for you to review. I can print it and forward to sunco, but is there and Sunco has access to it.
  

  The wires that the squirrel bite was on the roof under the panels you installed. You sent me the picture of it several weeks after I was told there was no issue on the day your technician was there. 
  

  The unscrewed wire in the Enphase box that you are talking about was shown to me after your technician took apart the internal parts of the same Enphase box and was located way inside. He had to remove parts to get to it. Your technician  could have staged that, he spent almost 1 hour before bringing that to my notice and I was at my backyard. I have a picture of that too  After that was fixed the system still remained faulty as before.

  Again, the system you put into place is faulty and as per Enphase review of the system is clear.

  I need a fully functioning Solar generating system that I paid for.

  May I remind you that after Sunco technician showed me the wire was loose out of the screwed clamp you put 3 locks to prevent me or anyone else to access the system and it is still faulty. The system has warranty as per the agreement we signed.  
  

  Please fix or replace or remove the system and refund my money.

   

  May I bring to your attention that it was the ************* Inspector who told me 3 times that I should have access online to the system and ensure that is working correctly. He had to have a reason for that.

   

   

   

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

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

• Initial Complaint

  Date:01/20/2023

  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 removed my old roof that wasnt leaking and replaced it with a new roof and added solar panels. The roof is now leaking. The roof has a 20 year warranty and its a new roof. The roof isnt pitched properly and I was told thats not a problem. Now I have a leak in the upstairs tenants apartment.

  Business Response

  Date: 01/20/2023

  SUNco is sorry to hear about your roof leak.  You are correct that you have a 20 year warranty on your roof.  The roofing department has been made aware of the situation and will be contacting you today to set up a time for inspection and repairs.  If you do not hear back from them in a timely manner, please reach out to ***************************************** or ************.

• Initial Complaint

  Date:01/12/2023

  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 would like to file a formal complaint with your office (Better Business Bureau) against a company by the name of Sunco Solar Panels In March 2022 a representative from the company, *************************, came to my house to explain the installation process and that they would come back on April 14, 2022, to complete the installation of the new roof which included the solar panels. I was told this wouldnt be any cost to me, and it was a government-run program. At no time during this conversation was I told that my credit would be run, or any funds would be requested on my end. After the installation, I tried getting in touch with ************ to ask questions about the roof and the panels to find out more details as Con ****** would be coming over to install a box. I was unable to get in touch with him. A few months later I was informed by ********* that I owe them $74,000 for the solar panels that Sunco Solar Panels installed. Without my knowledge, Sunco Solar Panels took out a loan in my name, which would begin in May 2023 and I will be billed $426 monthly. I would appreciate your help in investigating this matter on my behalf as well as helping me get the bank to release me from the loan contract that I was never aware of. This has caused a severe impact and blockage on my credit. Having this large amount of money owed under my name has interfered with my ability to apply for medical assistance, increased my stress level, and will cause a financial strain on me. P.S. I am a senior person on a fixed income and cannot afford that monthly payment of $426, which I never agreed on. Thank you in advance for your help.

  Business Response

  Date: 01/12/2023

   

  Homeowner entered into a signed contract on March 24, 2022. We also have a recorded Welcome Call explaining next steps as well as talking to the homeowner about the loan processing and asking them if they were able to go through that process easily.  The complete terms of the scope of work is also outlined in the SUNco agreement.  Homeowner was granted Permission to Operate (PTO) which is the process where all licenses, inspections from all parties including Con ******* ********** of ******** etc. have passed and we connect to Solar and the homeowner starts to produce energy from that date.  That date was May 3, 2022.  

  The homeowner is 100% made aware during the initial meeting with representative, SUNco will be pulling credit to see how much they qualify for which also determines how many solar panels the homeowner is sold.  Their respective financial institution sends out documents as well with their signature.  At no time does a representative of SUNco sign on behalf of the homeowner especially on any financial correspondence or documemtatiom.

  
  

  Customer Answer

  Date: 01/16/2023

  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 information that was given by Sunco is incorrect. It was not thoroughly explained and at no point did ******************** state that I will have any out of pocket expenses. I asked why these figures were being displayed and he said " these were the numbers he needed to qualify for the Government funding". If there is a recording as mentioned I would like to hear it. There was no point where it was mentioned that I was being recorded. As stated in the original complaint I did try to get in contact with ******************** after the installation as ********** would be coming to my house and there was no reply. I have attached both the contact information and a text conversation my daughter had with ******************* stating that it was not mentioned that I would be responsible for $74k and he said " Sunco will straighten everything out". It was also mentioned that the financial institution had reach out to me and ******************* said they would be contacting me, however at no point did that happen. 

   

  Please let me know what additional steps can be taken. Thank You. 

   

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

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

  Business Response

  Date: 01/17/2023

  SUNco apologizes if you feel the response and the information provided was incorrect.  Our messages, contracts and call are recorded and at no time was nor does SUNco offer free Solar.  ******************** is correct in stating that we do run a credit check to see how much the homeowner qualifies for in order to potentially maximize the number of panels being purchased.  Homeowner is fully aware of the credit check and they are entering into an agreement with a financial institution for the funding of the loan should they not have the means to pay out of pocket.  The amount of the loan also helps indicate how much both State and Federal will give you on your tax returns.  Most people apply for those tax incentives and once they received the rebate checks, they apply them to the loan bringing the amount down significantly. 

   

   

   

  Customer Answer

  Date: 01/17/2023

  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:

  I continue to explain that the information that was provided to me was not given correctly. If I was applying for a loan the bank didn't call to tell me that I have been approved for a loan or asked if I was able to pay for a loan of that amount. At that point I would've declined that amount as I am on a fixed income and i am not able to afford the monthly payment. It was never expressed to me that I would have to take out any loan in my name. I have called ******************** numerous of times and have gotten no response. In the previous attachment it says the bank would get in contact with me to explain the procedure, which they did not nor ********************/ Sunco. Prior to the credit check and involvement with the financial institution ******************** already stated how many panels would be on the roof before he even left my house.  The statement that Sunco provided contradicts what exactly happened during our interaction. If the credit check and loan details the amount of panels that would be installed and I was approved form he wouldn't be able to give me that number before he left my house as approval from the financial institution would have to be done.  

   

  If there is nothing else you can do to assist me with this problem please let me know. 

   

   

   

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

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

• Initial Complaint

  Date:01/10/2023

  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.

  Stop. Do not use this company. The sales pitch is a new roof and a solar system that will save you enough in incentives and electric costs to pay for the financed job. The reality:1) Overpriced construction and solar system. 2) Rushed and inadequate roofing work. They removed the only rain gutter on our home and then argued with me for over a month about whether should even have one (!) 3) When panels were installed the racks were not caulked and roof leaks damaged interior ceiling of home. Was promised compensation but have been ignored for over 4 months now.4) Solar system is undersized for generation needs and will not come close to promises of cost offset to financing of project. I asked about this before system was complete and they have never shown the math to back up their promises.Customer service is non existent - I have been made compensatory promises that have not been kept, and they are padding their online presence with fake positive reviews. Do not make the mistake I made. stay far away from SUNco.

  Business Response

  Date: 01/11/2023

  SUNco is competitive and follows industry standards.  We offer a roof and solar package where most solar companies strictly install solar.  Therefore adding additional cost for an all inclusive package.  In reference to the gutter concern, the old roof has what we call a Yankee Gutter which is attached to the roof.  It needed to be removed so we could install the new roof.  After installation, SUNco did install a new gutter.  

  The size of the system is calculated by several variables:

  1.  Utility Bills showing past usage

  2.  Size of roof (determines the amount of space we can install panels)

  3.  The amount a homeowner qualifies for regarding funding (loan)

  We also use a robust algorithm that computes the details.  Homeowner was sent a check for $300.00 for his compensation.  It is a standard practice for companies to reach out and request Customer Satisfaction Surveys or Net Promoter Score as well as ****** to get a consumers experience and give companies the opportunity for improvement as well as referrals. They are all honest feed back from consumers.  

   

  Customer Answer

  Date: 01/11/2023

  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]

  The response from SUNco contains untruths and does not address the concerns at all.

  The yankee gutter that is the only gutter on this landmarked structure was actually not removed but sheathed over by the roofing contractor, leaving the building with NO drainage system whatsoever. This removal of the gutter was not described in any description of the scope of project because it is incorrect and left the house unprotected as well as in violation of building codes. Did Mention this is a lakmdmarked house and that Sunco filed a permit for solar but did not permit the roofing work?

  Sunco promised a solar array that would effectively lower the monthly electric utility bill enough to "pay for the financed solar installation"  They were never transparent in explaining the size of the system and the effective output vs the homeowners average electric usage, leaving me with an undersized, low output system that could have been installed by a reputable solar contractor for 1/3 the price.

  I have asked for them to outline the cost of the pre installation roofing work vs the solar package ( which is needed for insurance and real estate tax puposes ) 

  Sunco refuses to break out the portion of the total package that was for roofing.

  It took me over 6 months and repeated correspondence with SUNco to get the $300 promised to me on the first day of roofing work in August. To be ***** I still have not received this payment, which was for roofers showing up without any plan to access the roof when i was told they would be using a lift and working from outside the home. No they actually tracked up 4 stories and an internal ladder to do demolition resurfacing and tarring. 

  I have asked for months and months for a review of the usage and solar assessment done for my home to see how they decided on this undersized system, and why the project cost remained unchanged if the total system is smaller. Again I was cold shouldered by the company.

  I have water damage from the solar panel rack installation, where they neglected to caulk and seal the drilled holes in the roof.  This caused interior damage that has still not been addressed or compensated for by SUNco.

   

   

   

   

   

   

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

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

  Business Response

  Date: 01/17/2023

  In the homeowners contract it states on page 4:  During installation of the roofing system there exists the possibility of stress cracks, popped screws, rotten plywood, rotten bending or cracked
  

  beams, etc... in the underlying construction. There is no way to predict this will occur and any damages are specifically excluded from this contract.
  If gutters exist on the home currently, there is no guarantee the gutters will be salvaged. Contractor is NOT responsible for existing skylights, gutters.  However, we did in fact remove the yankee gutter as yankee gutters are attached to the roofing materials and thus it is necessary that it be removed in order to install the new roof.  We did replace the gutter.  The roof has full drainage.  
  

  SUNco does connect to the Array.  Enphase/Enlighten is an application that the homeowner is given to download.  It lets them know at all times what their solar is producing and what panels are pulling the KwH.  

  As mentioned in prior responses, SUNco offers a solar and roof package.  It is not broken out per detail. 

  A check in the amount of $300.00 was dated and sent out last week.  Homeowner should be receiving it any day now.

   

  Customer Answer

  Date: 01/18/2023

  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:

  SUNco is lying when they state that gutters are not covered in their contract as they are responisible for the original roof restoration and it is ludicrous to even attempt to state that restoration of an existing roof without the original gutter drainage system, indeed without ANY drainage system in the work is acceptable.  

  Their latest response attempts to indicate that the leakage was from stress cracks when the issue was negligence-the solar array contractors did not caulk holes drilled in the roof for panel the mounting racks, poor workmanship and inadequate inspection when the job was completed. 

  Sunco lied and misrepresented the capacity of the system, contracting and promising a ****kw production array, and only installing a ****kw system, as indicated on contract and approval documents from Con Edison.

  This system as delivered has 20% less output than promised, which impacts the financial feasibility of the project and is an actionable misrepresentation to the customer. ********************** has made no attempt to address this matter. 

   

   

   

  le  

   

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

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