ComplaintsforSuntria

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date 02/21/2024 Paid, ****** Install solar panels The dispute is over the damage to my roof when the company installed the solar panels. The transaction was made on 02/01/2024. Due to a hail storm, the installation was put off until I had a new roof installed in mid-summer. When the Installation was complete, standing from the ground, I did not see the damage until I had set a ladder up to clean out the chimney. That's when the damage was seen. I contacted the company and was advised that roof damage from Solar panel installation was normal and is expected in any panel install. I advised him that the damage was excessive and he did not care about my concerns. I asked him if all the granule loss was normal and he said it was. I disagreed with him and said that the granules were what protected the asphalt shingles from the sun's solar rays. He then told me that they were only there for the looks. I then mentioned the holes in the roof and asked if that was to be expected and he said yes it was and that he would send someone out to patch the holes. I asked him if his crew wore special shoes and he said no. I asked him how his crews find the roof truss and he said the crews use their fist and not the hammers I had seen them using on my new roof.. I mentioned the conduit under eve, but no response. After our conversation, he told me not to call him again. I have never been more disappointed in a service in the 65 years of my life. Also, I have never dealt with such disrespect for ones property and in the conversation I had with this company.

  

  Business response

  11/15/2024

  Good morning! From our notes you had a conversation with ****** who agreed we would repair the holes/divots that were made, we are waiting for you to send additional photos so we may get this scheduled out for you as soon as possible 

• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is an absolute disaster. From the moment I signed the contract, it was one nightmare after another. Their sales pitch was pure deception, promising unrealistic energy savings, false installation, and needed roof repair. The reality is months of delays, shoddy workmanship, and nonexistent customer service. They're impossible to reach and offer no solutions other than to just take more money for issues that they caused in the first place. First, they sold us on false promises, including a professional inspection of the roof before installation - that never happened. After installation we noticed that they did not follow the agreed upon blueprints and caused destruction to our house. Furthermore, we discovered that our roof has leaks and the entire thing needs replaced. This was disheartening since we were told that the installation would not take place yet if the roof needed repaired- but no professional came to inspect it like we were promised. It took nearly 8 months to get a response from anyone in the company after reaching out countless times about these issues. In the end? They are asking us to pay $8,000 to remove the panels to fix THEIR MISTAKES. This company has caused my partner and I immense frustration. AVOID THIS SCAM OF A COMPANY AT ALL COSTS. You'll save yourself time, money, and peace of mind.

  

  Business response

  10/18/2024

  Good morning we apologize for the frustration you are experiancing, it looks like ****** has tried to reach out to you and no answer she has also texted you to help resolve this. Please contact her back so she may work on getting this resolved ASAP 

  Customer response

  10/19/2024

  We have indeed talked to ****** and she only offered the same "resolution", which was to still pay around $8,000 to fix a problem that was not our fault. I believe we are giving up on trying to get any help from this company at this time. They have only caused more distress in our lives than any good at this point. 

  

  Business response

  10/25/2024

  Good morning! ****** should be giving you another call today about the options and is working on getting a lower cost for your re-installation. 

• Initial Complaint

  10/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have filed multiple complaints regarding this company and the way they are handling the issues that they caused to my brand new roof. They did finally come over a year later and replace the roof on the one damage side, but they never repaired all of the interior damage that was done due to, the water coming inside the interior of my home through the ceilings. I have damage in my attic, insulation, and several of the ceilings. They have came multiple times took pictures said they’ll get back to me said that it all needs to be repaired and then go silent. I am going to attach multiple text messages between me and all the different people that I have been sent to about this issue then they finally just stop replying to me, I spent $58,618.12 on these panels. they don’t even produce enough to pay my electric bill. But I’m more worried about all of the damage to the interior of my home that they will not address. I do not want them to come in and do these repairs themselves. I have seen their incompetence on my roof, and I’m not going to have them working on the interior of my home for everyone to see. I am attaching a bid from a trusted contractor here in town and I will accept nothing less than them giving me a check to pay this man to fix my house because they have utterly failed in every aspect of taking care of this mess. .

  

  Business response

  10/11/2024

  Good morning! We apologize for your experiance of your inside work not being done, we  are having our service support calling you ASAP to schedule a time to have our team complete this! Please let her know of any other issues you are having and she will make sure to get it resolved! Please let us know if you do not hear back from anyone by EOD WED! 

  Customer response

  10/11/2024

  I have provided plenty of documentation multiple times over the last 2 years. There have been 10 or more times ppl were supposed to get back with me and nvr did. People have came out, looked, took their own pics and then nothing is done. I have zero faith in them ever doing anything. After seeing the quality of work I do not want these people repairing my home. I sent you a quote from an accredited BBB contractor who inspected my home thoroughly and I know will do the job properly. I want him to do the repairs  so I dont have to keep enduring the agony of getting it done correctly. THIS IS MY HOME IT HAS BEEN NEGLECTED BY SUNTRIA FOR ALMOST 2 YEARS NOW. WE WANT OUR QUALIFIED CONTRACTOR TO DO THE REPAIRS  BACK TO THE QUALITY IT WAS BEFORE THEY DAMAGED OUR HOME!

  

  Business response

  10/18/2024

  Good morning! Alexys has reached out and will be the one to contact to get this resolved, she has reached out to our team to schedule a time for repairs just waiting to hear back for a date 

  Customer response

  10/18/2024

  this is how they have the drug this problem into a 2 year ordeal. I file a complaint they say they will send someone for repairs. Then no shows or they send someone not equipped or trained to do the repair. They have significantly damaged my home. They are not doing the repairs they will pay a BBB accredited business to do the repairs. I want the person that I sent the estimate to do my repairs not their company they have already shown their incompetence in doing installing and repairs. This is the interior of our Home in multiple areas and the attic. I am not going to continue down the path of insufficient work ethics. I want it done by someone who has taken the time to do a complete examination of the damage and knows what to do to repair it properly.  Multiple ppl have been sent to do the repairs and think they are gonna be here a couple of hours. They didn’t come with Sheetrock,insulation, texture mud and the tools required to do this. Along with paint and other required things. They do not know what they are doing. They just want any to put a bandaid on it. I’ve tried to work with them and now the only solution is my trusted contractor. 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I live in *****, *******, *****. I am tired of dealing with (SUNTRIA) the solar system that was sold to me was under false pretense. I've had nothing but problems from day one before the contract was finalized. I am tired of this, and no one is doing anything. I do not want the panels any longer. Everybody's taking my money but they don't want to do it f$$$$n thing about it. So send somebody over here to take the garbage off of my roof. I am tired of people coming and not being able to do anything to fix it. it is a problem with the SOLAR SYSTEM and this company. It is not my Wi-Fi and not the circuit breakers outside. The system is GARBAGE. I want it removed IMMEDIATELY and the contract to be voided and my roof repaired.

  

  Business response

  09/06/2024

  Good morning! ****** had a tech come out 9/4 and trouble shoot the system he has sent that information to enphase and is waiting for their repsonse on what they are seeing on their side, he will update you when they have an answer!  

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My system has been running for months and in addition to trying to get questions answered, failure to complete the contract, failure to communicate, and the solution working below ratings, I get treated like I don't understand solar when I do get someone on the phone.1) My solar package is only producing around 55-60% of its rating. I have been told it's because trees are shading some of the panels by ********************, however we were told during our consultation that at least one tree would be taken out which was never done.2) My electric company is not reporting the same power generation as the solar reporting. I would like to understand why, even though the electric company seems to have the favorable numbers.3) I was required to remove wooden cabinetry from the outside of my house where the electric comes in to make room for the new equipment and pass inspection. I have in writing that they would replace the housing if I source the work as a reimbursement. This has never happened.4) The team that did the installation damaged the area around two of my fuse panels. They only sent a crew to fix one and I can't get anyone to talk to me about the other repair.5) I just had power outage due to nearby utilities work, and the house lost power even though it's rated to produce for the entire house. I called during the outage and was told that it's impossible, as that requires batteries. I reviewed Enphase consume page and see they clearly work as a daylight source. Called Enphase and they explained that my setup is missing the required transfer switch that they sell, which is one of the main things we stressed was important to us when designing the system.

  

  Business response

  08/30/2024

  Good morning! ******** is working on this with our operations director and enphase as well , she is waiting for their response for a solution and has it in her notes to update you once she has heard back 
  

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2023 a rep from Suntria came to my door selling solar panels. He said if he could review my current electric bill, he could tell if we could get a savings from buying and installing solar panels. After that, an “engineer” was sent to my house to review the sun exposure and my home roof to see if I could benefit. I was told my home could benefit from solar panels and was assured that the panels sold would provide 95-96% of my home’s electrical needs. So I agreed to the purchase and installation. Installation was completed and the panels were on by October 2023. However, right away I noticed that the panels only provided 30% of my electrical needs, which I thought was based on the season. However, there was no change after 6 months. On June 10, 2024 I reached out to Suntria via email to discuss the issue. I was told that the matter would need to be reviewed by the engineers. One month, and several emails later, no resolution had been offered. Then I was told that my consumption in the evening was too high and would need to be reduced. I was also told to contact Enphase, a web based monitoring company, that monitors my solar panels and their energy production, to determine if there were any technical issues with the panels. Suntria said if there were issues, they would send a technician. Enphase said the panels were functioning normally with no issues. They also explained that at maximum the panels I have on my home will produce 60 kWh a day. The problem I have is that I use on average 117kWh a day, and have for the years I have lived in my home. I shared this information with Suntria and even provided documents showing the kWh consumed from 6/2022 through present averages 117 kWh per day. In addition I showed the kWh produced by the panels compared to consumption or usage. On average the panels produce 30-35 kWh per day, no where near my needs. Unfortunately, after providing that information I have received no more communication from Suntria. I need help!

  

  Business response

  08/09/2024

  Good morning! It looks like you were able to get in contact with Francineabout this, she will be reaching out again to get this resolved. If you have any questions please make sure to reach out to her she is the best point of contact, if you do not hear from her by EOD TUE please let us know 

  Customer response

  08/13/2024

  Francine responded with the same information that she has repeatedly supplied, that does not offer a resolution. She has said multiple times that she is going to send the information to the engineers for their review and resolution, then I do not hear from the engineers or from Francine regarding her discussion with them. I did get a phone call at 10:44am cst on Friday, 8/9/24, when she stated she was going to discuss the issue with engineers (again) and she said she would get back to me by Monday, 8/12/24. I have not heard back from anyone. This has been going on for two months now with no resolution. You can see the repeated emails attached that same the same thing.

  

  Business response

  08/16/2024

  Good afternoon! It looks like Francine confirmed a tech visit for 8/16 please let us know if the tech did not arrive 

  Customer response

  08/19/2024

  A technician or electrician did come to my property and speak with me. But he did nothing to the panels or the electrical box. I provided him with a copy of a report I created showing my consumption history from 6/2022 through 12/2023. He stated he needed to call the engineer desk. After making the phone call, it was determined that my panels are functioning normally. (But they are not producing what I need and what I was promised; Which is 90% of my consumption needs.) He stated that the Suntria team will need to meet to determine how to resolve the issue. 
  The issue I have had from the initial complaint is that the panels installed are not producing the 90% promised, or anywhere near the amount of electricity consumed at my home. No one has offered a resolution to meet that 90% production of my home’s electrical needs.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had been approached by a salesman for suntria and he had explained all the benefits of solar panels and about the government tax program that goes towards the panels. We had been talkin about getting panels for the house for a while anyways. **** had explained that he was giving us the price that would beat our electric bill and replace it all together. After we had gotten the panels we stopped hearing from the company. We could not get ahold of **** to help at all. We were given a the fee of transferring everything, which they hadnt disclosed we would pay. **** had told us when going over the contract that we would get 100% coverage with the solar panels and that we would actually have more and benefit from the solar buy back program. We had called multiple times to see when our panels would be up and running so we could cancel our light bill (**** said we would get 3 months free of light bill charges) and no one would get back in contact with us and again **** wouldnt answer our messages. After calling the main office I was informed that we would signed up for 62% coverage which was not correct. What was the point of adding another bill when we were trying to save money. We now pay $120 more a month in energy costs. We were told to wait and see for our panels to heat up and get going and we would get a call back and we never heard anything. We got scammed out of what was supposed to be a fun and enjoyable home purchase. Instead **** collected his commission and we got screwed over on our bills.

  

  Business response

  07/26/2024

  Good morning! We apologize for the experiance you have had and are working on getting this resolved ASAP! ******** or ***** will be reaching out to work on a solution please let us know if you do not hear from anybody by end of day Tuesday!

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Its been five months of pure nightmare with this company. We were told that once these were installed we would see our electric bill keep going down for three months until there was no bill and then it would switch to the solar bill that was incorrect we are going on two months of paying electric and solar bills. We tried getting ahold of the company for two months and silent no one would answer. When we finally got someone to answer us we were told the panels were never supposed to cover all of our electric bill we were straight up lied to by this company its a huge SCAM and now we are about to lose our house because of it they also promised us gift cards that weve never received. The sales man told us he was the owner of the company just to get our trust. Because that was not true All they do is lie through there teeth stay far far far away from this company if you want solar find a reliable company

  

  Business response

  07/26/2024

  Good morning! We apologize for your experiance with solar and are working on getting this resolved ASAP! Someone will be reaching out to you by end of day Tuesday, please let us know if you do not hear from anyone till then! 

  Customer response

  08/07/2024

  Good evening I am responding to complaint ID # ******** I did not have a chance to resolve this within the five days as I just got the letter today in the mail Suntria called on Tuesday with no resolution said someone would call us Wednesday and we have not been able to get a hold of them for the past two days again this issue is not resolved

  Also we called today two different times and it seems like they have blocked our phone numbers

  

  Business response

  08/09/2024

  Good afternooon! In our notes is shows ***** was able to reach out to you on 8/8 and was able to take care of your concerns if you have anymore issues please contact him or Francine 

  Customer response

  08/16/2024

  this has been going on for over 6 months ***** has not reached out to us since July 23rd so saying he did is a complete lie on his part. Just like almost 100 percent of what he said is a lie we just keep getting a run around and like *** stated before in my complaint i would run far far away from this business all they do is lie 

  

  Business response

  08/23/2024

  The ** has been able to get in contact with ******** who has reached out to the sales *** and VP of sales everytime they call. It looks like on our notes 8/15 ***** the sales *** did contact the ** through phone call, ******** is having him call back to to discuss the solar offset and talk about any concerns they have! 

  

  Business response

  08/26/2024

  We apologize for the frustration you are experiancing, ******** was able to get in contact with you 8/23 and she is still reaching out to ***** to get back to you! Once she has a response she will let you know! We have also looped in our VP of Sales to get in contact with the sales rep! 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have one solar panel not functioning. I contacted ******* (who does the product) on June 8th, 2024. They sent a microinverter within 7 days, and I was instructed to contact my installer (Suntria) to do the repair. I first contacted Suntria on June 14th, 2024, using the customer service #: spoke with a woman named ********. She took my information and would call back Mon-Tues next week. No call.. Recontacted same person on Wed 19th @ 11:30. She said she needed to eat her lunch. She called me at 2:23pm, saying the coordinator was not responding.She would try 1st thing next day. Recontacted her Thurs @ 12:28pm. She transferred me to ********* but there was no identification on the message machine. I did leave all my information. No response. June 27th. I found a Service Request form online from their website, so I submitted it. No response July 10th, 2024, I called a different phone number posted for the ********************, Euless Tx. Again, ******** answered. Again, stating I have not been able to set an appointment to get my microinverter replaced for the one panel. She said she would talk to her Branch Manager, and would call back. As yet, there again, has been no response. I don't know how they can advertise that they take care of their customers. This has been past frustrating. AND - do I have to go through this if something else goes wrong. This woman ******** seems to be the ONLY person answering the phone. How can that be? And all she is good at is stalling. I have never missed a payment with this contract. So far, Can you help me?

  

  Business response

  07/19/2024

  Good morning! ******** is still working on getting a date for you she should have an date for you by EOD Monday if you do not hear from her please let us know! We apologize for your experiance and are working on getting this resolved ASAP 

  Customer response

  07/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  Suntria has completed the repair with the solar panel working correctly when checked on Saturday, 20th a.m.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Horrible communication. We initially were very happy with the sales and installation process. Communication was great, until we needed help. I had reached out to ***** (act rep) and **** (sales rep) with questions about our tax credit, ****** reply was always to call ****. **** never responds. We now have questions regarding the performance of our panels, as we have not gone over 45% and our system should be 80/20. We were told multiple times after reaching out that ***** supervisor would call- still nothing. My electric bill has gone down some, but now Im paying way more with both solar and my electric bill combined. I just want someone to call and check our system.

  

  Business response

  06/28/2024

  Good morning! ******** will be reaching out to you soon to check your system and see the production if you do not hear from her by end of day Tuesday please let us know! 

*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. ↩