Complaints

• Initial Complaint

  03/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My brother and sister-in-law were in the process of getting the Solar Pannels from Suncor Solar (******** Vendor). My brother and sister-in-law credit wasn't high enough to get the loan. They asked for a reference not a cosigner, so my brother called me to ask if I would be a reference for him and I agreed. The salespeople told me (via on speaker phone with my brother and sister-in-law. All 3 were at my brother's house) that it would not affect my credit and I would not be a cosigner or have any financial responsibility. Salesperson (Aaron) said to me specifically it was only for a reference. They were never given my SS# or any other information needed for a loan. Weeks go by and Suncor had already put the panels on my brother's house and only thing left to do was for Suncor to turn it on for use. Last Tuesday a finance company called me and that's how I had found out Suncor put me on the loan as a cosigner. They removed my sister-in-law from the loan and added me because I have great credit. Suncor was never given permission to use me as a cosigner or for anything else. Suncor forged my signature and signed the loan in my name without my authorization. The contract had so many mistakes you can tell someone changed things around but didn't know how to use DocuSign very well. Because in some parts of the contract you can see that they didn't take out my sister-in-law information out entirely from the contract. This company admits they made a mistake but not willing to do anything about it. I have now hired a lawyer to do a civil action lawsuit. This will be very expensive for me to do this. I also have a police report. The only thing I'm looking for is to be taken off the loan, since I never agreed to it in the first place. If you need anything else from me, please let me know.

  

  Business response

  03/05/2024

  Hello,

  In response to the claims above; as Suncor's support team, we take these claims very seriously. We've looked into this manner and many claims that were made on this issue are completely false. We would like to start by first pointing out what is true however. We do have a working partnership with "*******". ******* is a company that holds its own licenses and insurances but uses Suncor's infrastructure in order to fulfill their needs for financing and material. They have their own sales teams, contractors, installers and administrative staff. Even with them operating as their own entity, we as Suncor maintain record of everything that takes place. We do keep record of recorded welcome calls, have electronic records of signatures and documentation. Though it is a mutual feeling to be in an unpleasant situation such as this, Suncor hasn't been involved at all with this customer's project. We simply provide the material and the banks that we use in order to obtain financing. 

  With that being said, the information required to run applications and the documentation needed was fully provided by this customer. It is impossible for us, or anyone to get that sort of sensitive information without your consent. Bridgett is the sister of Mr. Jonathan ******* (homeonwer) who asked his sister for help in order to be able to do this home improvement project. She agreed and gave her personal information out. That action has nothing to do with any Suncor representatives. Therefore the claim that "SUNCOR" forged your signature is completely and utterly false. There is technology that tracks these kind of details and to reiterate, no Suncor representative has ever been part of this project. It is also false that we admitted to making a mistake, in fact, we have never had any form of communication with this customer in regards to this issue. And lastly, the part of the document that she's referring to where the sister in law comes out is simply for the Net Metering application. That is the application that gets submitted to the Utility company in order to connect their solar system. That is required to be filled out and signed by the person who is under the current Utility bill. In this case, the sister in law, Leslie *******, is the one who has to be on this application. This application is a document that gets signed at the same time the contract gets signed but they are in fact two completely separate documents. 
  
  In conclusion, this seems more of a familial problem than a problem that has anything to do with SUNCOR. .Our reputation matters significantly to us and as a result, we have to get informed on this issue even though it doesn't actually pertain to us. Please, we kindly and respectfully ask for this complaint to be fully removed and taken out of our profile. 

  Thank you!

• Initial Complaint

  06/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a no soliciting sign on my property and a representative failed to comply and still knocked on my door to solicit. The sign is in clear sight just a few feet in front of my door on my walkway. Attached is an image of signage for reference.

  

  Business response

  07/10/2023

  Hello,

  We've reviewed your complaint and noticed that you are not a client of ours. However, we would love to earn your business, as we know we can provide great value to your home and help you out with these outrageous electric price increases from the Utility Company. 

  Our representatives are very passionate and have a huge belief in what we do since we are helping hundreds of homeowners save literally thousands of dollars in their cost of electricity. We are one of the best rated Solar Companies in the entire State of Florida and we are very certain that you would be extremely pleased working with us. 

  Other than that, apologies for our sales representative going to your door and doing his job. Our intentions are not to bother people, only to educate on what is available to you as a homeowner. We work very hard to disseminate our great products and services and hope that one day you too become a customer of ours. Not sure if the BBB is the best place to express a concern of this kind. Please, next time give us a call or visit us at our local branch. 

  Our phone number: ************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Although it took an exceptional amount of time after 2 unsuccessful attempts to pass electrical inspection, 3rd time it passed, excuse was the electrical engineer wouldn’t certify the drawings until they came to my site and changed a circuit breaker. Yes drawings and permits were all submitted after the system was setup. Now that it is supposedly operational (6 weeks), the micro inverters are not reporting and a circuit breaker continues to trip at the gateway turning off 28 of the 44 panels, service requests all go unanswered. I get a text that a ticket is issued but never hear from any service people. This install started in October of 2022 and was not certified until April 7 2023. The problems have been reported several times. I don’t regret solar but I do regret going through SunCor Solar

  

  Business response

  05/31/2023

  Hello, 

  It is interesting to hear this complaint as we have been in active communication with Mr. ****** and have always attended to his needs. The accuracy of his statement is almost nonexistent; however, we will always work with our customers to find resolutions while keeping open communication with them.  

  When he is referring to sending plans and permit to county after the system being set up, he is referring to revisions that were requested in order to have everything up to code. That is not unusual. We could have a permit issued with plans that have been approved but once on site, if something has to change on the electrical or structural part of the project, we must revise the engineering then resubmit that to the county for approval (this doesn't cancel out the permit, it just updates it). Because this project was complex in nature due to it being a ground mount and requiring a Main Electrical Panel Upgrade, it required more than usual involvement from our engineers, electricians and the county which is why it needed multiple revisions. 

  Part of our workmanship warranty is that if for whatever reason, there is something faulty with the system, we cover the labor at no cost and fix whatever issue might arise. We already have one of our best technicians going tomorrow 6/01/23 and Mr. ****** was informed about this as well.  

  Hopefully, we get to a resolution here and avoid this complaint to show on our page. 

  For anything else, please reach out to our support line at ************

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After my panels were installed in Oct 2021, 3 failed inspections, multiple calls to their company regarding the status my solar system, I'm at my whits end. After the 1st failed inspection, the information provided by the county was forwarded to Suncor. None of the changes required by the county inspector were done. Yet, they scheduled the 2nd inspection which also failed because nothing was done. The 3rd inspection was funny. The County inspector showed up and no one from the instillation crew was on site. Better yet, none of the changes required were completed on this occasion either. In December, I spoke to Taneash, the representative who sold us the system. I let her know my concerns. She apologized and stated that Suncor would cover the payments each month my solar system isn't on. (I didn't ask to be compensated, that's what she offered. She also explained that due to some policy changes in my county, there were some delays in processing the paperwork. I accepted that excuse and remained patient. I still haven't received any compensation. Angel stated a check was sent in December. I explained I didn't receive any mail from Suncor. That remains true today. I called on several occasions to inquire where we were with getting my system turned on. The last conversation I had with Angel I aired my frustrations with being left completely in the dark, no updates, no returned phone calls, no follow up and having to repeat my situation. Keep in mind, Angel is the only person I've talked to on the phone. She stated, "don't you have to repeat yourself if you call the power company with an issue?" On two occasions, she had me talk to someone named Rick. However, nothing changed after those conversations. Both times we spoke, he guaranteed a follow up call and did followed. You would believe at this point that I'm asking a large compensation amount or something for free. No. I haven't asked for anything except communication/updates. Nothing more & nothing still.

  

  Business response

  04/25/2022

  Business Response /* (1000, 8, 2022/04/01) */ Hello, In regard to the above-mentioned expectations not being met as swiftly as our original plans due to transitioning policies with different counties and utility providers, we have been in close contact with the client and rectified the situation and frustrations. We have addressed the communication issues internally with our Administration and have compensated the client financially far beyond any expenses incurred. I believe we have reached a mutual resolution between Suncor and the homeowner and will continue to care for their needs and concerns to the upmost of our ability from here forward. Thank you for your patience and understanding as we continue to grow and improve to better serve you and our community. Consumer Response /* (3000, 10, 2022/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The sales representative contacted me after being notified the complaint was filed. The salesperson wired $1000.00, for "the payments they should have been making while my system was down, and compensate the inconvenience." Literally hours after the complaint was filed. All while asking me to remove the complaint. Stating, "being named in the complaint could ruin my reputation." The money was sent through Zelle from the sales representative. There is no real way to reject it. However, I still haven't used a penny of it. Things left to be done as stated by a Suncor associate include but are not limited to. Danny: "I am also going back out there next week to fix things that are going to lead to issues down the road for Mr. *******. Such as no roof boots Conduit sitting on the roof. The supports for the conduit are literally just drilled into shingles. How Freedom got this to pass ** the first place is beyond me bc they would have popped us in a heart beat at Suncor. I am also going to attempt to get a CT installed while I'm on site. I will see him then and discuss further." My consumption meter has not been installed either. I'm still waiting on a time and date for those repairs/installation to be completed. Even to this point, I have not asked to be compensated in any way. The $1000 was sent as a means to appease me, which is not the resolution I'm seeking. I told the sales representative im not hurting for money and that statement remains True. Filing complaint started process and I hope will also finish it. Hours after filling the complaint I was told I could turn my system on. Then Danny came out and found multiple other issues that need to be addressed. I need them to complete the job and stop the lying.

*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. ↩