Complaints

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

close

Find a Location

ATTYX LLC has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ATTYX LLC

  150 Eileen Way Unit 5 Syosset, NY 11791-5313

  
• 

  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:01/04/2023

  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.

  On 8/2/2022 I signed up to convert from electricity to Solar energy with SunCo Solar. On 9/16/2023 Sunco Solar sent roofing contractors to remove my previous roof which was not leaking and install a new roof. On 10/1/2022, the roof began to leak causing damages to ceiling and walls on the 2nd floor. I immediately contacted Sunco by telephone and emails about the problem. On numerous occasions Sunco promised to repair the roof and damaged ceiling, but nothing was done to resolve the issues. I corresponded with the following SunCo staff members ************************** ********************** and ***** about the issue about the leak. Every time it rains the ceiling would leak. After several complaints to Sunco and nothing was being done, on 11/15/2022, my daughter *************************** and I *************************** sent a cancellation letter to SunCo Solar LLC by email as well as by certified return receipt mail. On 11/15/2022, ************************* sent an email to stating we are unable to cancel and we must pay $20,000.00 to Sunco. On 11/19/2022 we hired a roofing company to install a proper roof to resolve the leaks. On 1/3/2023 I also received an email from Hunter at Sunco stating I owed SunCo Solar $20,000.00 for the installation of the roof and if I do not pay it a lien will be placed against my property.

  Business Response

  Date: 01/04/2023

  SUNco offers a Solar Roofing Package Deal.  If our expert roofers deem that the current roof is in good enough shape to install the solar panels and can **************, we leave the existing roof as is and proceed with Solar only.  Homeowner mentions that her prior roof wasn't leaking but did in fact need to be replaced in order for a solar install of 8 panels.  This agreement was signed on August 8, 2022.  Both our roofs and solar installs come with a ***** year warranty.  We attempted to resolve the roof leak with homeowner but in the meantime, homeowner didn't want to wait to get on the schedule for the repairs and contracted an outside 3rd party to take a look at the roof.  Unfortunately, this does void her warranty with with her roof.  

  SUNco has a 3 day Right of Recision from the day the contract is signed.  Homeowner entered into her agreement on August 8, 2022.  Her request to cancel her Solar Project is not an option at this point in time.  Homeowners, take a loan with a financial institution and that loans stands once they sign that contract with the bank.  

  Customer Answer

  Date: 01/07/2023

  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:

  SunCo fail to resolve the leaky roof condition and repair my ceiling that callopsed in a timely matter. After several unanswered calls, emails and promises I had to pay a professional roofing company to reinstall a new roof so as to stop the leaks and a general contractor to repair the ceiling. Every time it rained in a timely matter which caused my ceiling to collapsed. SunCo kept promising to send a contractor to check the roof and repair the ceiling, I agreed to appointments that resulted in no shows. In the meantime, whenever it rains I had to deal with leaks from my chimney to my basement and on the 2nd floor ceiling.  In Addition my water heated corroded as a result of the leak to the basement so I had to purchase a new water heater. I was forced to hire a professional roofing company to reinstall my roof properly so as to stop all leaks. My Tenants couldn't use their kitchen because the ceiling was opened due to SunCo keep saying, we put in a ticket for a contractor to come to fix the ceiling. I did what was best for my property and the safety of the occupants. SunCo caused major damages to my property. I do not trust SunCo to provide any service or do any business. I would like to end all business transactions with SunCo. 

   

   

   

   

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

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

  Business Response

  Date: 01/09/2023

  Homeowner signed contact on 8/8/2022.  Roof installation was scheduled and installed on 9/17/2022.  Homeowner called in October saying her roof was leaking. SUNco came out to assess the roof leak  and determined that the leaking was not coming from the roof installation but from a very old and cracked cement barrier around the parameter of the roof.  SUNco offered to repair the cement barrier at NO COST to the homeowner but needed to get it on the schedule.  SUNco scheduled and did in fact complete the repairs.  We have allowed the homeowner to cancel the project and NOT continue with the install of Solar.  However, we did in fact install a new roof.  The invoice is for $5,416.00 for cancellation fees (stated in the agreement) as well as $15, ****** for the roof work that was installed and completed.  The original amount for the Solar and Roof package deal is $55,712.  

  Customer Answer

  Date: 01/09/2023

  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 representatives are lying, Sunco did not complete any cement work.  This is an unethical behavior for a business to engage in lying that they completed work that they did not do. The leaks were as a result of a poorly installed roof. The leaks did not come from any cracked cement barrier around the parameter of the roof and SunCo did not offered or completed any cement repairs. After several promises and no show appointments from Sunco I had to call professional roof contractors to inspect the roof and they advised that the roof needed to be properly installed with the correct materials so as to stop the leaks. Due to several rainfall during the time, I had no choice but to hire a roofing company to install a new roof to stop all leaks, prevent further damages to my property and protect the safety of the occupants. I do not owe Sunco any money because my roof did not had any leaks prior to Sunco installing a faulty roof and claiming that I need a new roof in order to convert to solar energy. The cost to correct the leaks were $12,000 plust ceiling repairs, water heater purchased and installed and damages to personal items. Now I am being harrased by SunCo to pay for a poorly installed roof that that was needed that caused damages to my property. My property would have gotten further damages if I didn't take action by hiring a professional roofing contractor. I have include an email that was sent by Sunco on 11/15/2022, to show how this company is engaging in unethical practice. Clearly, this company is engaging in fraud.

  [Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  Date:01/04/2023

  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.

  We had solar panels placed on our home that should be producing energy we have contacted the company several times no one has helped us we have contacted *** ****** Who supplies energy who have informed us that the energy is not being produced the company has not helped us and they do not respond to call we are seeking some type of resolution With the company correction of the problem They are aware we are Not producing energy for they are the ones that did a survey and they did not tell us that we would not produce energy with these panels that they placed on our home Yet they charged us $50,000 for a roof that is not producing energy

  Business Response

  Date: 01/04/2023

  Homeowner ************************* signed up for Solar on October 26, 2020.  Her system has been producing since we received Permission to Operate (PTO) April 5, 2021 which starts the beginning of the solar panels production.  The homeowners are given an application that they can download on their personal devices as well as an APP to constantly watch the production of their system.  Over the last year (365) days, homeowners system has been active and producing at the normal rate of someone that has 16 solar panels installed.  The homeowner has the ability to send us emails as well as our *********** Support.  We only have 1 missed call from her during this time.  

  *** ****** does not have the ability to see what a homeowner is producing.  They only can see the consumption which is pulled off their grid if in fact the homeowner is over consuming which is an ebb and flow during seasons. 

  We have been in touch with the homeowner letting them know how to download the Enphase/Enlighten app so they are constantly aware of their system and the production.

   

  Customer Answer

  Date: 01/30/2023

  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:
  

  I have reached out to this company for more than a year I am paying for the panels upwards of $50,000 as well as a bill double of what my *** ****** bill was before getting the solar panels installed they assured us that we had enough light to get the panels energy. We do not our neighbors have theirs on stilts, and this company knew that the building that is next to us. Roof is higher than ours before installing the panels I am asking them to reevaluate what they did so that we may receive optimal sun by putting the petals on stilts or refund us our money and we can go to another company that is willing to help   
  
  ****** ******
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 02/07/2023

  Through numerous calls and emails, we have done our very best to resolve the homeowners concerns.  On February 2, we responded and as it stands our research and response has not changed.  Homeowner is producing and can see what they are producing with the Enphase App which they have been given.  If the solar panels were not working, they would not be reporting.  Homeowner is free to call into our support team at ###-###-#### and we can make sure homeowner is educated on how and how much their panels are reporting.

  See our previous response.

  Homeowner signed a contract with SUNco on October 26, 2020.  SUNco Solar has in fact spoken to the homeowner on several occasions.  Sixteen panels were installed which is more than enough to produce the amount of energy for the size of home.  There are many variables that are considered when calculating the number of panels needed along with calculated algorithms.  *** ****** is not able to see the production of solar panels.  They can however, see the consumption which is what they bill off of should the homeowner consume more than the panels produce. This can happen depending on the season with the usage of AC units, heating units etc.  The homeowner has access and has downloaded the application that shows the panels at all times.  Should there be a problem or an outage with the panels, the homeowner can see that and is aware.  We monitor the panels and can see to date, they have been producing since April 5, 2021 with no interruptions.  

  Customer Answer

  Date: 02/07/2023

  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:
  

  
  

  [Your Answer Here]

  
  

   My concern is every other house on the line of my house reports that they areThe bills of $300 from Conedison and paying the solar bills we are continuously paying more than anyone else on this line and that concerns me. Yes you have contacted us but I’m asking that the solar panels are raised as others are so that we may receive optimal sunlight. 

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:12/07/2022

  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.

  The date of the transaction was 7/10/20 but the work did not begin until 8/22. After the installation of the roof from day One it leaked into my third floor tenant bedroom and third floor building hallway. They were able to reslove my hallway leak but every time it rains my tenant states that water is coming down from her bedroom ceiling.( the 3rd floor is the top floor). The company has made numerous trips they replaced the small sky light and the roof still leaks, in Oct they cut off a protruding pipe and the roof still leaks( they wanted me to pay them for that the cutting of the pipe cost $250. I did not pay them because the roof still leaks. I was suppose to get a new roof that does not leak i unfortunately did not get that. I have downloaded the cost and the warranty. Please help. I need help.

  Business Response

  Date: 12/07/2022

  To Whom it May ****************************** roofs come with a ***** year warranty depending on the type of roof (flat vs pitched).  The warranty does cover leaks, however it can be complex to find out where it is leaking from.  We usually can only investigate when it rains which we have done on several occasions as consumer mentions.  We have requested a date to go out and check on the leak with our roofers which should be sometime this week.  SUNco is doing its best to help rectify with the consumer and fix any leaks that could have been caused with the roof installation.  

  We hope this satisfies the consumers complaint.  

  Customer Answer

  Date: 12/07/2022

  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]

   They have made appox.  8 visits to ******* and many times they want to charge me claiming that what they have done should resolve the problem which it never does. I have not paid any monies to them because their so called resolution does not resolve the leak. Since they laid the roof it leaked at the first rainfall. I truly think the roof needs to be  removed and examined especially the area that is constantly showing leaks in the 3rd floor bedroom. They informed me thst they will be coming back again on dec.10th i requested they send a english speaking supervior so i can communicate with them. Please dont close this case i need your help.

   

   

   

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

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

  Customer Answer

  Date: 12/09/2022

  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 has scheduled a visit on 12/10/22 at that time i will know what steps they are willing to take. Need i say the roof leaks only when it rains. Rain is expected on 12/11/22. I will see if they institute any repair and if it ****** this ongoing problem.

   

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

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

  
  
  
  
  
   
  

  Business Response

  Date: 12/09/2022

  To Whom it May ************************************************** is correct.  As stated in previous reply, we will do a full inspection on December 10 and troubleshoot the root cause.  If it is in fact roofing or solar related, we will discuss next steps.

• Initial Complaint

  Date:10/14/2022

  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.

  When we signed up with Sunco for solar panels; in April 2021 we stated that we had two floors (we are on 2nd floor and tenant is on the 1st floor) and the sales rep stated that both floors can be on the panel. We initially sent our *** ** **** then we were asked for our tenants ****. We were not updated about the installation - after the installation ( I was on the road traveling) my sister called to tell me that it was only one panel. we called the sales rep - he wasn't sure - we called the office and they assured us that the 8 panels that we signed for would cover the two floors and the two meters. Recently I received correspondence from *** ** only in my tenants' name. Today 10/13/ 2022; Sunco is informing us that *** ** does not allow 'sharing'. i asked what does that mean? They stated that only one meter will be covered by the installation. So basically i have a $55,000 credit with Enerbank to pay for panels for my tenant only - I emailed their correspondence said this is what i agreed to - but we were not informed until today that it would only cover our tenant's meter or else; we would not have gone through with this. We cannot afford this and we will still be paying for light when we thought we would be on the solar panel. i would like them to come and take back their panels. and take this off my credit report. Enerbank said they paid them already. I told them the job was not what we were promised. we authorized them to sign for all permits, etc. but they did not keep us informed that it will only be for one meter. They took both *** *************** so we expect both meteres to be on the panel.

  Business Response

  Date: 10/14/2022

   To Whom it May ************************ regards to complaint by *****************************:  SUNco Solar entered into an agreement to install a Roof and Solar package for ****** on April 16, 2022.  She signed a contract that clearly defines the terms of that agreement.  SUNco also does a "Welcome Call" with all of our clients that also state terms of the contract.  That call was recorded on April 16, 2022 1:39 by ********************************* and her Account Representative **********************************  In that call, ****** was asked if she agreed to the terms and conditions.  We asked ****** if we were correct in connecting to the FIRST FLOOR meter, in which she replies "YES".  Nothing was mentioned about tenants and her not wanting them to receive solar.

  She was also asked if there was any additional or extra work that was promised to her that was not stated in the contract.  Her reply was "NO, I don't think so".
  

  SUNco states that she will receive emails laying out the designs of the solar panels etc. SUNco uses a very robust CRM that tracks calls, emails, status of the project and communication throughout the whole process.  ****** mentions in the complaint above that she was not updated about installation.  We do not enter the homeowners premises without their consent nor do we start any type of inspection/installation without scheduling with the homeowner first.
  

  ****** received 8 Microinverters which are solar panels.  I am not sure why she mentions she only had 1 panel.  

  In the *****************, energy and solar are managed and regulated under *** ************* Company.  They direct us as well as the homeowner what Zone and Rates a homeowner falls under.  We follow their criteria as far as meters and how we connect to them.  If the homeowner feels they are under the incorrect rate, or they should be connected to other meters, they will need to work that out with *** **ison.

  We encourage ****** to respond if she has any further concerns.

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

  Director of Customer Experience

  Customer Answer

  Date: 10/18/2022

  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]

   

  Im rejecting this because its Missing the point and what we were promised.  The point is that we were promised connection to the two meters. CB is the tenant. Why is it going to her and not to us? Only one was done and then we were told that it would connect both then to be told later that *** ** does not allow sharing. 

  We were told that both meters will be connected to the panels  not just the 1st floor. The day that they installed, my sister called and they said both meters will be connected to the panels.  Do you have a recording of that?
   I want to hear this recording from April because i agreed to the 1st floor with the understanding that it was in addition to the 2nd floor. This is really crooked.  I am not paying Solar for the tenants meter while our meter is not connected. We were asked to provide both electricity bills. Does not indicate that both meters will be connected to the panels? 
  

   

   

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

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

  Customer Answer

  Date: 12/07/2022

  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]

  Again; That was not our understanding on April 15th that the connection only referred to one meter. When i said yes, my understanding was that we would connect the 1st floor meter in addition to our meter.  Because it doesn't make sense that half of the house would have clean energy; why not the whole house?  We even asked if we had to get extra panels to cover the entire house and we were told no, the eight panels would produce enough energy.  Our understanding from the meeting with our sales person is that both meters would connect, that's the only reason we would submit both *** *************** to SUNCO..

  Now that we have been informed that only meter at a time can be connected, We want the solar panels to be switched to our meter on the second floor as opposed to the 1st floor, which is the tenant's meter.  

   Thank you. 

   

   

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

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

  Business Response

  Date: 12/08/2022

   

  To Whom it May ***************** per our numerous conversations regarding the proc**ure for requesting Remote Net Metering and/or switching to the Host Meter, the decision is entirely dependent upon *** **.  The process is as follows:

  1.  Submit a request to *** ** to approve Remote Net Metering.  The timeline can be very lengthly (up to several months).  This was done back in November.  We are waiting on approval from them with no ETA to date

  2.  The only way that *** ** can and will approve RNM is if there is a surplus of cr**its (Production vs Consumption).  As a rule of thumb, *** ** requests 12 months of surplus of cr**its

  2.  SUNco has to r**o the 3LD (3 Line Diagram) and submit for changes to be accept**

  3.  The same process is requir** for changing meters and since we have already begun the process to request RNM, I would recommend we stick with that path instead of starting the process over to change over meters. 

  I hope this is helpful information as well as bringing piece of mind knowing that we are engag** in the process and are working through the process with *** ** and consumer.

  
  

• Initial Complaint

  Date:09/20/2022

  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.

  On 3/29/2022 Sunco had an Electrician come to my house to do an adjustment on the solar panel box on the exterior of my house. It had failed inspection by the ********** of ********** I was at work that day and was told the Electrician would not need enter to my home. I received a called around 4::30 p.m. from Sunco call center asking if I could let the Electrician I to my home. Which at the time I was at the time I had an emergency visit to my daughter's pediatrician. I informed the Sunco representative I could be home in about 20 minutes. I arrived at my home at around 5p.m and discovered there was no power in home entire 3 family home. I called Sunco and they stated that they unaware of my home not having power. At around 5:13 p.m. a ConEdison truck pulled to my home. The ConEdison representative stated that my home blew off their grid and that's was the reason they came to my home. They stated they did not receive any communication from Sunco about the power loss. The technician left my house without power and did inform anyone. Due to the surge from the work that was the Electrician did thst caused my home to lose power on that day. My garage Central air system don't not work because the electrical line was blown. My refrigerator that was in my garage does not work properly and does not get cold. I tired to work with the Sunco *********************************** - dircetor of operations. After many back and forth. I was told Sunco was not responsible. And I would have to replace the blown electrical line myself

  Business Response

  Date: 09/29/2022

  Hi *********************,

  You had existing illegal electrical work that was not up to code in numerous parts of your home. After we installed your solar system our electrical work passed inspection (Attached Passed DOB inspection). Weeks later some of your existing illegal electrical work gave out. It was unrelated to any of our work, we sent our electricians out, documented everything and sent you exactly why it was unrelated to any of our work. We recommended having a third party electrician come look at your electrical issues and determine what the cause was. We have been waiting on you to have this scheduled. One you have their findings, please email ****************************************** We look forward to hearing from you. 

• Initial Complaint

  Date:09/09/2022

  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.

  My name is ********************* and I am the grandson of ************************* who is the main homeowner (along with my father ***********************) for *******************************************. Back in early 2021 we saw promotions from suncoproject.com with advertisements about savings and government incentives to go solar which all sounded good based on the limited information they provided to us which was enough to convince us to go solar back in April 2021. We were given the incentive of getting a completely new roof if we went solar with their company as we did have shingles missing from our roof and could really use the new room. Since my grandmother, ******, is retired and living on a fixed income from Social Security and Pension I thought this would be a great saving benefit for her. The sales agent ********************* (cc'ed on this email) sat down and explained all of the benefits of going solar and told us we would only have a small $20 service charge with ****** which would be great and since we financed the purchase of the panels we would only pay $177 a month which would've been fine to have the $20 monthly service charge plus the fixed expenses of $177 which we thought we could use the government tax filings to help offset the balance we have incurred from the financing of the solar panels which still didn't work out as they have explained to us. As you can see from the continuous email chains back and forth with them over the year as our *** ****** bills have still continued to be very high and when we reached out repeatedly and have been in recent contact with ******************************* (also cc'ed on this email) he basically stated that the panels are producing fine and since the panels have been installed there is nothing more they can do depsite them telling us our monthly service charge whould be $20 a month which has not been the case as our recently electric bills was over $300 and have been over $100 the past few months. It is completely unfair to have to pay such a high ********** bills.

  Business Response

  Date: 09/10/2022

  Hi ********************* & *************************. When your system was designed & built, we used your home's historical electrical usage. You submitted a bill showing roughly ***** kWh's a year of electrical usage. The new bill that you submitted shows that your usage has increased 142% to just shy of ****** kWh's a year. When you use more power than your system was designed for, ***** will bill you for the difference between your usage and your solar system production. Your system is working as designed, this appears to be a more of an issue of you using more electricity after your solar system was designed based off the historical usage you submitted. Please note, without your solar system your ***** bills would have been thousands of dollars more. Please reach out to ***************************************** and we can see what we can do about adding more panels.

   

  Customer Answer

  Date: 09/12/2022

  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 the Business Owner, ************************** findings that our usage have increased since the panels were installed April 2021. I don't believe they have properly analyzed past bills from 2020 to Feb 2021 to determine the right amount of panels that were to be installed to properly offset our need to rely on electricity supply from *** ****** which is why our monthly bills are so high. We havent had any extra usage because we are not doing anything different as we are always mindful of our electrical usage and we expect higher usage during the spring and summer months due to use of the central AC. We dont have anything else any other time that would spike our usage.

  I have provided them with past bills from June 2021 which is the farthest back I could access on the ********** portal that might prove otherwise about our usage (I dont recall which bills specifically the sales **** ********************** actually reviewed). We cant afford to to pay anything extra to add solar panels at this point as my grandmother, ************************** is living on a fixed monthly retirement income and can't take on any added expenses.

  If there can be a much more favorable resolution to this that would be great as I think there was a big mistake on the amount of panels suggested which is what is causing this problem and its disappointing that I had to escalate it in this manner to finally work towards a resolution.

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

   

   

   

   

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

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

  Business Response

  Date: 10/25/2022

  *****,

   

  You contracted SUNco to install a certain amount of solar panels. We installed the correct number of panels. Your solar panels are producing. Your household has used more electricity than previous years (consumption + production). When you use more power than the solar panels produce you purchase the difference from *****.
  

  please email *****************************************

   

   

  Customer Answer

  Date: 10/26/2022

  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:

  ******

  
  My grandmother and I contracted SUNco Solar with the trust that you guys were responsible to provide us with the service and expertise to install the right amount of solar panels which was not done in this case from reviewing the full year of historical bills which was not done in this case I have realized and I think he looked at only the months when the usage was low and then made his recommendations based on that which was not accurate. Instead of doing the back and forth I would like to move forward with now figuring out how much panels will need to be added at least at a discounted rate with financing based on our grievances to move past this to a fair resolution. Please advise. 
  
  We look forward to hearing back from you with a favorable resolution. 

  Thank you,

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

   

   

   

   

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

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

• Initial Complaint

  Date:08/18/2022

  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.

  My parents and myself was deceived by the sales representative of this company. The person didnt give us the full amount of the total cost and had us sign a contract without given copy of the documents. When we actually got the contract that I had to call in for. we werent told if cancelled we had 3 days before they charge us a fee. Basically want out of this contract as we werent given full disclosure of the whole project cost.

  Business Response

  Date: 08/18/2022

  Hi *****,

  Thanks for bringing this to our attention, I've dug into your account. It looks like you have been in contact with *****. If you have more questions after your call tomorrow with him, please email ****************************************** To address the concerns about not leaving a signed contract, a signed copy of the contract was left with ******** on 7/20/22, via email ***************** That email is the one that he recommend to SUNco on the welcome call. 

  Looking forward to resolving your concerns 

  SUNco Support

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

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

   

  Customer Answer

  Date: 08/23/2022

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

• Initial Complaint

  Date:08/18/2022

  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.

  Hello, my name is *********************** and I live at *************************************************************. Im writing to get help regarding SUNco Solar Company after installation of my solar panels.I signed up with SUNco Solar Company last year for my home and the panels were installed at the end of November 2021. They told me based on my credit score the 1st year payments were free and I didnt have to pay until the end of 2022. So far nothing is free because my solar panels have not been turned on or activated.They have been giving me the runaround ever since regarding turning on the panels to use for my home. I found out that **** has canceled my Solar account management because SUNco did not file the proper paperwork and does not return **** emails regarding my account. Ive been calling SUNco for months but they always assure me they are following up with ****, but they never do!I have been paying my normal electricity bill with **** as usual but the solar panels on my roof is not in use due to the lack of professionalism from SUNco Solar Company. Please advise any help that *** can provide regarding this ongoing problem.*********, ***********************

  Business Response

  Date: 08/18/2022

  Hi ******,

  We have worked diligently to get **** to approve your application. They have proven particularly hard to deal with in your case. Can you please email ***************************************** and we can schedule a 3 way call with **** to get to the bottom of why they are delaying approval. 

  Looking forward to hearing from you

  SUNco Support 

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

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

  Customer Answer

  Date: 08/19/2022

  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:

   

  Im sorry but this is not accurate, we already had a 2 way telephone call with a SUNco manager, myself and a manager from **** in July of 2022. **** stated that SUNco needed to follow up with their request for additional information so they can review and approve my account, the SUNco manager agreed to follow up and submit the additional information through email. I waited 2 weeks before I called the **** department to see if their were any updates and they told me they never received the information they requested from SUNco. I then called the SUNco manager again and she said she would forward my issue to her boss and assured me it would be reviewed and the information sent to ****. I waited a few more weeks and called back again to **** and SUNco with the same result, **** is still waiting to receive the additional information from SUNco and the SUNco manager claiming she is working to urgently send the requested information to ****. 
  

  This has been happening since November 2021, almost a year later my solar panels are not being utilized and I continue to pay my normal electricity bill to ****. This is just a mess and a HUGE red flag for SUNco Solar, their ineptitude and unprofessionalism is astounding to me. They dont follow up with the customer, they dont follow up with ****, and Im left to keep calling all over *** to get help for their lack of professionalism. 

   

   

  
  
  
  
  
   
  

  Business Response

  Date: 08/25/2022

  Hi ******,

   

  I am glad **** is finally getting around to your application. Hope they approve it shortly.

   

  SUNco Suport

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

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

  Customer Answer

  Date: 08/25/2022

  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]

  **** has always reviewed my application, its been SUNco Solar that has not fulfilled their obligations sending **** the correct documents in a timely manner for approval. SUNco Solar needs to be more diligent to processing their customers and **** requests and committing to following up to completion.

   

   

   

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

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