Complaints

• Initial Complaint

  08/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was sold on a larger solar system by a sales person who I learned was fired. The system that was installed is smaller than promised and produced substantially lower results. I have had initial conversations with the provider but had to learn everything by self discovery because they never provide any information. I contacted PSEG where I learned the system will never be able to offset energy usage even if it over produces. I have left 5 messages with the recruiter Liah for ********************* but they have never been returned. I have left messages with other departments but they have never been returned. Every time I call ***** is either in the bathroom, on a call, or has left for the day. I am a victim of bait and switch and need a resolution because this was a large investment into my home and the promise vs what was delivered is too far apart.

  Business response

  08/23/2022

  It is a utility rule that we cant give a customer overproduction - The application would be denied as it needs to match what you are producing already. We go off of your last 12 months of usage that you showed in the initial design. We cannot get approval from your local utility for anything else. If you've had an increase in usage since then, had people move in, are simply using more electricity than what you had 12 months prior etc, or your roof space doesnt allow for a bigger system - these are all reasons for a lesser offset. Your roof doesnt allow for more panels therefore youve maxed out your solar output. We apologize for any inconvenience but simply are following township and utility rules. Thank you.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Typical ************* and Staff Sun Access Global.Promise everything and get nothing.When they knocked on my door about free Solar Panels my senses went on high alert.I did advise at that time that my roof was over 25 years old and was currently leaking.I told them panels could not be installed on this old leaky roof.Of course the guys stated there is grant ***** from the state for a new roof.Also they would send their roofer out to inspect the roof, which did happen.I showed him where it was leaking, but he never went up on a ladder.I was also told the leak could be repaired, but I stated the entire roof is too old.Months went bye and nothing.Sales guys started calling again. But no new roof or repairs.Next thing I know installers show up and put panels on my old roof.I complained to this company and the installation company with no help.So panels are sitting on my roof for almost two years now, never turned on!The installation company could never get their installation approved by the township inspectors and the company just walked away.BEWARE OF SUN ACCESS GLOBAL!!!STAY AWAY FROM THEM!!!

  Business response

  07/05/2022

  As the sales company, Sun Access Global and our staff are the door-to-door channel that connects clients to a solar provider and a local installer.
  Sun Access Global are the ones who provide clients with the sales contract to help them save money on their utility **** by utilizing solar energy. 
  After reviewing the minimal information on file, it appears ********************* was responsible for this client's solar contract as the sales company. 
  Vivint Solar was the solar provider and Sunbound was the install company.
  The installers (**************) was the entity responsible for ensuring the quality of the client's roof and determining whether or not repairs/replacement are in order. Since Sun Access Global was not the sales company on this contract, we are unable to locate supporting documents to verify if the roof costs were included within the contract. Typically, after the installers complete the site survey (where they inspect the roof quality), they report this information to the sales company (*********************), so if any adjustments are needed to absorb the costs of repairs or replacement, they can be made prior to installation. Unfortunately, it sounds like this installer did not relay this information to the sales company and/or this contract was not updated by ********************* 
  The installers, **************, are responsible for getting the solar system they installed to pass township inspections (fire, building and electrical). From our understanding, ************** is no longer in business. For Sun Access Global clients, we were told ************** would be contracting the solar installers, ************** to complete any of our active projects.
  Although Sun Access Global does wish to assist this person through these issues they are experiencing, it appears they were never signed up through our company and the issues they are experiencing originated from the installers, Sunbound. If there's any further information we can provide to help this person, please let us know - Sun Access Global is here to help people save money and protect their future through solar energy. 
  Thank you for your time and understanding.

*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. ↩