Complaints

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent $40,000 on a Sonnen Battery systemand it has never worked properly from day 1, Sun King (installer) has done everything in their power with the best customer service and has replaced every part supplied by the manufacturer and it still does not perform as advertised or promised by the manufacturer, Sun King has never charged me for the countless anount of times theyve had to come, in excess of 20 at least, theyve changed main components months after commissioning, mother boards, hardware, software, etc and the manufacturer keeps giving Sun King and myself the run around, i would like the problem remedied with a system that works, from what ive read and been told by not only the distributors but also ****** research, this company (Sonnen) and particular model has been trouble from day 1 and has been discontinued, they wont remedy the problem, the distributor (CED) has tried making a deal with the manufacturer but Sonnen keeps giving all of us the runarounds, i either want my money back with compensation in labor for Sun King for all their service or the sustem to be replaced entirely with a different model that works along with costs for Sun King to replace

  Business response

  07/20/2022

  We have received your notice in regards to complaint ID ********. We have been in ongoing discussion with *********************************** and his designated installer over the previous months to ensure his sonnen system is working.  In the last week, a service technician made a settings change on the battery that we believe will resolve the problem, and our ***************** Manager ******************* spoke with ********************** on the phone this Tuesday, July 19, ****************************************************************** this conversation, ************** committed to replacing this system with the newest generation of sonnen product if the current problem is not resolved.

   

  We regret that ********************** has had several issues with his sonnen unit and are committed to correct this matte. As ********************** indicated to you, sonnen has worked with ********************** installer over the years to honor the warranty and replace various parts. However, because sonnen is not itself an installer and the *************** Warranty is focused on parts, not installation, communications under the *************** Warranty are often run through the customer's installer or in some instances in parallel. In this case, due to the number of unexpected issues that have arisen and various communication delays, we have failed to provide the product experience that we strive for.

   

  Thank you for calling this matter to our attention. I will work personally with ************** and ********************** to resolve it shortly. If you have any questions or concerns about the sonnen *************** Warranty we would be happy to discuss. 

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