Complaints

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

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  Sunstrong Management

  9229 Waterford Centre Blvd Austin, TX 78758-7504

• 

  SunStrong Management LLC

  1 Park Pl Ste 200 Annapolis, MD 21401

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own Sunpower solar panels. They went bankrupt and were bought by Sunstrong Connect. They put all data behind a paywall. Data that tells me and other customers if your panels are working. Unless you are watching the app 24/7, there is no way to see if your panels have had an outage until you get a bill from your electrical company. In addition, the app no longer works to see current data and there has been no customer support. They are extorting customers.

  Business Response

  Date: 06/24/2025

  Dear Jaclyn Guerra,

  Thank you for raising your concerns with SunStrong Management. Please find our response attached.

  Thank you,

  SunStrong Management  

  Customer Answer

  Date: 06/26/2025

  Complaint: 23480238
  
  
  
  I am rejecting this response because: you are restating your reasoning behind charging customers for something we already paid for and doubling down on your argument. The app does not consistently work and cannot be trusted to alert us to any technical failures on the part of the equipment. The infrastructure was already put in place by Sunpower before they went bankrupt. Your company changed nothing when they took over. It is the same exact app. You are extorting customers for data that is theirs.
  
  
  
  Regards,
  
  
  
  Jaclyn Guerra

  Business Response

  Date: 06/26/2025

  Dear Jaclyn Guerra,

  Thank you for reaching out to SunStrong Management. Please find our response attached. 

  Thank you,

  SunStrong Management 

• Initial Complaint

  Date:06/07/2025

  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 January 6 2025 I filed a ticket, number *******, with SunStrong who has taken over our lease on our solar system due to my solar system not working properly. This ticket was done thru **************** a second party company that SunStrong has partnered with. After several months of weekly phone calls with **************** no one has contacted me to have our solar system repaired. We have been constantly told that SunStrong has been overwhelmed due to the amount of claims and that they are working on trying to find more service providers. In May we reached out to the original installer asking for his opinion and we found out that he has been approved to be a service provider for SunStrong but has not been contacted by SunStrong to do any service work. **** ******* is our original installer, his company *********** has reached out several times to SunStrong and they have not been given permission to fix our solar system and have been getting the same run around as I have. Part of our lease agreement has section that states that we are guaranteed a certain amount of solar production and that we will be reimbursed if the production is not met due to failure of the solar system. SunStrong now says that they are not going to honor that part of the lease agreement. I would like SunStrong tp honor the terms of the lease.SunStrong Phone # ************ *************** phone # ************ **** *******, *********** phone # ************. Ask for *******

  Business Response

  Date: 06/12/2025

  Dear Ronina Manny & William Shoemaker,

  Thank you for raising your concerns with SunStrong Management. Please find our response attached.

  Thank you,

  SunStrong Management 

  Customer Answer

  Date: 06/12/2025

  Complaint: 23438370
  
  
  
  I am rejecting this response because:

   We have not been contacted by SunStrong except for a email stating that they have remotely looked at our system and confirmed that there is a problem. The email was a “no reply” email, and we have no way of knowing what they did, if they did anything. 
  Our solar contract clearly states that they are responsible for loss of production. The contract was never changed, so SunStrong is responsible for loss of production and reimbursement. 
  
  
  
  Regards,
  
  
  
  William Shoemaker

  Business Response

  Date: 06/20/2025

  Dear William Shoemaker,

  Thank you for raising your concerns with SunStrong Management. Please find our response attached.

  Thank you,

  SunStrong Management 

  Customer Answer

  Date: 06/20/2025

  Complaint: 23438370
  
  
  
  I am rejecting this response because: I have not been contacted by anyone to repair our system yet. SunStrong sent an email on 6-11-25 stating that they could not remote fix our system and that they would have someone contact us. NO ONE has contacted us.

  I called SunStrong on 6-20-25 and they Home Services assigned to our problem but have not given Home Services permission to work on our solar system yet. As a matter of fact they sent an email to Home Services telling them that they. (SunStrong) has assigned the work to another company, but would not tell me or Home Services who. 
  
  
  
  Regards,
  
  
  
  William Shoemaker

• Initial Complaint

  Date:06/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to pay off my solar through refinance i had a pay of in March 2025 and in June they provided updated pay off which increased $15,821.87 within 3 months. I see nothing in the agreement that they can increase and the fair market value for solar panels that not increase either. I had called multiple times and when i request explanation they state there are not aware, the supervisor are not available and finally they hang up on me. what they are doing is illegal. Knowing that I am refinancing and want to pay off my solar they are increased my pay off for significant amount without explanation.

  Business Response

  Date: 06/11/2025

  Dear ***** *****,

  Thank you for raising your concerns with SunStrong Management. Please find our response attached.

  Thank you,

  SunStrong Management 

• Initial Complaint

  Date:06/06/2025

  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 have solar power and sunstrong management bought the previous solar company. Since they bought it they are impossible to get ahold of - no person will answer the phone. We need to resolve the fact that the power out is way off! I am being charged thousands I should not be. I NEED them to call back.

  Business Response

  Date: 06/12/2025

  Dear ***** *******,

  Thank you for raising your concerns with SunStrong Management. Please find our response attached.

  Thank you,

  SunStrong Management 

• Initial Complaint

  Date:06/03/2025

  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.

  Leased Solar Panels from ******************* in 2018. ****** partner ******** took over in 2024 and then filed for bankruptcy. SunStrong LLC ended up taking it all over in 2024. Customers have dealt with a total mess - who do we pay, who does repairs, etc. It now seems that SunStrong LLC is the big player and has taken over financial as well as monitoring and repairing our ****** solar systems. The BIG problem is, I now have 4 panels that are not working. I tried to contact SunStrong to see if they could help. All they would tell me is that they handle all the financial things and that I need to reach out to someone else for monitoring and repairs! They told me to use about 3 different websites. I tried them all and finally found one called SunStrong Connect where I could actually look at how my panels are performing and identify which ones are not. Now, I cannot get through to anyone who can help me get them fixed - under my lease agreement they are responsible for that. I've tried everything and today I found a site where many other people have complained about the same problems. One said they emailed support but I can't even find that email address! Everyone is desperate to get repairs done and find out just who is taking all this over and who is going to be a reliable contact for billing, monitoring and repairs. NO ONE is getting any satisfaction from this Company. Somone suggested filing a BBB complaint so that's what I'm doing in the hope you can help resolve this and get someone to contact me or open up their site so we can communicate with them and talk to a live person!

  Business Response

  Date: 06/09/2025

  Dear John Schambre,

  Thank you for reaching out to SunStrong Management. Please find our response to your concerns attached.

  Thank you,

  SunStrong Management 

  Customer Answer

  Date: 06/09/2025

  Complaint: 23415889
  
  
  
  I am rejecting this response because:

  The attachment CLEARLY shows that there are 4 panels not working and 3 panels that are performing at less than maximum.  Further delays in getting a technician out to my home to fix these problems and to check the whole system to ensure it is performing at maximum performance, is costing me a lot of money paying Southern California Edison for power and delivery!  My lease payments are made automatically on time every month.  Should I stop paying until the panels are fixed?  Will you give me a discount on the lease because these panels are not working?   HAHAHAHA.  I know you won't do that.  So the alternative is to fix them.

  Ever since you took over for SunPower it's been a total disaster.  Oh, you collect the money just fine, but no one can reach you and no one can get anything fixed.  We are told that a 'request has been submitted" and that "someone will be in touch with you" but nothing ever happens.  It's getting hot here in the desert!  I need those panels working.

  I won't accept your response or your excuses.

  
  
  
  Regards,
  
  
  
  John Schambre

  Business Response

  Date: 06/18/2025

  Dear John Schambre,

  Thank you for reaching out to SunStrong Management. Please find our response attached.

  Thank you,

  SunStrong Management 

  Customer Answer

  Date: 06/18/2025

  Complaint: 23415889
  
  
  
  I am rejecting this response because:

  It is quite clear on the attached report that there are at least 4 panels producing ZERO power - those need fixed.  There are 3 other panels not producing maximum output and those need checked.  How can you look at this and then tell me that YOUR review of my system - remotely, of course - says it is working just fine???   I'm telling you it is NOT and since I'm the customer, I want you to live up to your end of the lease agreement and get someone out here to do what is necessary to bring this system 100 percent back on line!  I demand it!  I will proceed with looking into filing a class action lawsuit against SunStrong if you do not take care of this immediately.  I don't care what you're working on at your agency or office, customer service and honoring the lease is what is the MOST important thing.
  
  
  
  Regards,
  
  
  
  John Schambre

• Initial Complaint

  Date:06/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** went bankrupt and is still in its stages of the process during which time SunStrong management assumed responsibility of the companys financial and operational management responsibilities to include upkeep and maintenance of its buyers/consumers equipment On March 6/7 2025 my solar panels/equipment went off line and a ticket was created and no progress or repairs or communication has been attempted to resolve or repair the system On may ***** and independent contractor was hired by the family (me) to come out and investigate issues or problems and finding were submitted later to me with a total cost to meet if not exceed seven thousand dollars I am seeking help on getting the company out to service the Panels and replace or repair parts

  Business Response

  Date: 06/02/2025

  Dear Andrew Plagge,

  Thank you for reaching out to SunStrong Management. We have received your correspondence and appreciate the opportunity to assist you. Please find our response attached.

  Thank you,

  SunStrong Management 

  Customer Answer

  Date: 06/02/2025

  Complaint: 23407452
  
  
  
  I am rejecting this response because: my solar has been out out of service or offline since March of this year and I’ve called multiple times in the past 60 days with same answer that was supplied in the company’s response as well as have multiple conversations with different agents 
  
  
  
  Regards,
  
  
  
  Andrew Plagge

  Business Response

  Date: 06/09/2025

  Dear Andrew Plagge,

  Thank you for your recent correspondence. Please find our response attached.

  Thank you,

  SunStrong Management

  Customer Answer

  Date: 06/09/2025

  Complaint: 23407452
  
  
  
  I am rejecting this response because: per the response of the system is operating normally or as expected is false due to the system(S) is/are operational below or less then 50% or total system rated capacity and requires a system tech to analyze/review systems performance 
  
  
  
  Regards,
  
  
  
  Andrew Plagge

• Initial Complaint

  Date:05/30/2025

  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.

  In December 2023, we discovered that solar power system was not generating any power. After speaking with Southern California ******* we learned that no power had been generated since at least 2022. At no point prior to our discovery were we contacted by SunStrong ******************** to alert us to any system issues or irregularities, despite the complete loss of solar generation for such an extended period.The timeline below outlines our efforts to seek assistance:December 2023: Opened initial support ticket with SunPower. I was told I would be contacted to schedule a system assessment.January 2024: Followed up. Informed that the ticket was still open, and delays were due to SunPowers transition to SunStrong following their bankruptcy.February 2024: Called again; the same delays were cited. I pleaded for escalation, reiterating that no solar generation had occurred since 2022 while monthly lease payments continued. I received an email on February 13, 2024, stating that a remote system diagnosis was underway and I would be contacted if an onsite visit was needed.April 2025: Again emphasized the ongoing issue and asked when a technician would be scheduled. I inquired about a direct contact for the maintenance team and was told there was no way to reach them or obtain an update on the case.May 15, 2025: I called once more. The representative could only reference the February email and again stated there was no way to contact the maintenance team or track the status of the case. I asked whether we could hire an independent technician, but was told this is not allowed under the terms of the lease.Despite numerous calls, emails, and pleas for help, SunPower/SunStrong has failed to take any meaningful action. Their customer service team has been ineffective, citing internal limitations and offering only vague reassurances. This continued lack of service, transparency, and accountability is unacceptable. We are requesting that the system be repaired

  Business Response

  Date: 06/26/2025

  Dear Patrick Crowley, 

  Thank you for reaching out to SunStrong Management. Please find our response attached.

  Thank you,

  SunStrong Management 

• Initial Complaint

  Date:05/29/2025

  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.

  My family lost our Altadena home on January 8, 2025, in the ***** Fire (a total loss). ********************* (********) installed a solar panel system on home's roof in ******* August 2024, ******** filed bankruptcy. ******** Financial andSunStrong Management("SunStrong") continued to provide billing services, customer service, and technical support.On January9th, I informed SunStrong of the loss of our home and was told to submit a "life event" online.I could not complete that online because there were no options for a life event thatresulted from anatural disaster. I contacted SunStrong again on February 7th about the total loss and requested that SunStrong cancel our Solar Lease. I was told the request would need to be reviewed by SunStrong as a "maintenance/repair" issue, and was offered a postponement of payments that began on February 9th. I contacted SunStrong again on March31st, and requested an update. I was told that the request was still under review by SunStrong. I contacted SunStrong again on April7th and April 8th, but was not given an update. I contacted SunStrong on May 20th, and requested an update. I was told that my request should not have been processed by SunStrong as a "maintenance/repair" issue.The representative who I spoke with said that she would elevate my request to a manager.I contacted SunStrong on May 23, 2025. The representative who I spoke to believed she understood a way to cancel the Solar Lease, but after speaking with her helpline, she told me that there was nothing that she could do to process the request and would elevate my request to her manager. She was able to postpone the payments again beginning on May9th. No one from SunStrong has since called me back. SunStrong should have insured the panels. The complete destruction of the system did not result from our gross negligence nor did we intentionally damage the system.SunStrong should have filed a claim with their insurance company concerning this loss.

  Business Response

  Date: 06/02/2025

  Dear Serita Young,
  Thank you for reaching out to SunStrong Management. We
  have received your correspondence and appreciate the opportunity to assist you.
  Please find our response attached.
  Thank you,
  SunStrong Management

  Customer Answer

  Date: 06/02/2025

  Complaint: 23394996
  
  
  
  I am rejecting this response because the letter drafted by SunStrong Management is addressed to "Susan Rashkin," not me.  I do not know who Susan Rashkin.  Further, the letter does not address my request that SunStrong Management immediately cancel the Solar Lease applicable to the solar panel system that was located at 2816 McNally Avenue, Altadena, CA 91001, and was completed destroyed by the Eaton Fire.  The letter does not specify the location of the account that SunStrong Management is "currently in the process of terminating."  The letter does not specify when the cancellation of the Solar Lease will take effect.  The letter invites "Susan Rashkin" to reach out with questions or for further assistance, but provides no contact information and is not signed by a person, but rather "The SunStrong Management Team."

  
  
  Regards,
  
  
  
  Serita Young

  Business Response

  Date: 06/03/2025

  Dear Serita Young,

  Thank you for reaching out to SunStrong Management. We
  have received your correspondence and appreciate the opportunity to assist you.
  Please find our response attached.
  

  Thank you,
  SunStrong Management

  Customer Answer

  Date: 06/04/2025

  Complaint: 23394996
  
  
  
  I am rejecting this response because, contrary to what is stated in the response letter,  I have not received any written communication from SunStrong Management regarding placing "a hold on all collection efforts related to [my] account."  What SunStrong Management has done is "deferred" the payments under the Solar Lease until August 8, 2025.  I have also been consistently told by SunStrong Management representatives that they are only able to approve 3-month deferral periods.  The fact that the next payment under the Solar Lease is due September 8, 2025, does not indicate to me that SunStrong Management has placed a hold ON ALL collection efforts related to the solar panel system (only those efforts through August 8, 2025).  The written correspondence that I have received from SunStrong Management instead states that they intend to resume collection efforts starting September 8, 2025.

  I also do not understand what SunStrong Management's finalization of its insurance claim with its insurance carrier has to do with the cancellation of the Solar Lease.  SunStrong Management can process its insurance claim without the Solar Lease.  It is frankly unacceptable  behavior for SunStrong Management to drag this out for almost 5 months post the Eaton Fire.  We are dealing with so much else.  We have experienced a MAJOR life trauma.  SunStrong Management does not seem to understand that basic truth about the fire victims' current realities.  Forcing fire victims to constantly reach out to SunStrong Management and reach out to other agencies to get SunStrong Management to do the right thing, is inhumane.  SunStrong Management is adding to our trauma.  SunStrong Management CAN cancel our Solar Lease immediately (just like other solar panel companies have done on their own initiatives - e.g., Sunrun), but is choosing not to do so under the guise of "finalizing its insurance claim."  Unlike what is stated in SunStrong Management's letter, I do not believe that SunStrong Management understands how difficult this situation is, nor have I felt that SunStrong Management has been supportive of us through each step.  My experience has been and continues to be quite the opposite.

  
  
  
  Regards,
  
  
  
  Serita Young

• Initial Complaint

  Date:05/26/2025

  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 lease solar panels from them. My panels have been out for months so I am not generating electricity. This must be a scam company because I call and they say they are too busy.

  Business Response

  Date: 05/27/2025

  Dear ***** *******,
  Thank you for reaching out to SunStrong Management. We have received your correspondence and appreciate the opportunity to assist you.Please find our response attached.
  Thank you,
  SunStrong Management

• Initial Complaint

  Date:05/21/2025

  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 have a leased solar system. In the lease that I signed with ********, it states that they will monitor and service the system. ******** declared bankruptcy and now SunStrong manages it. A squirrel ate through the wires and now I have a dead panel. I have tried to have them service at the very least and they wont. I want to ****** the lease.

  Business Response

  Date: 05/26/2025

  Dear ********* *****,

  
  Thank you for reaching out to SunStrong Management. We have received your correspondence and appreciate the opportunity to assist you.Please find our response attached.

  
  Thank you,
  SunStrong Management