Legacy SunPower Corporation (Out of Business) Avaliações 523

Customer service is a joke to them. I am 10 months of trying to get service to fix a system that produces 25% of what it is supposed to. After 1 visit from them my system still does not work and now I have broken roof tiles from it on top of that. The only time they came out was 3 months ago. I call them once a week and I'm about to call a lawyer since it's a lease and their equipment.

[2024-01-16: 1 Star]
Project started September 2022, it is now Jan 2024 and still not complete. It took them over 1 year to begin instillation. I would email once per month with no response. Now that the system has been installed, it has been 3 months and has not yet passed inspection and I am beginning to make monthy payments. After a few more emails asking about the current status, I am at the point where I am getting no response. It is incredibly frustriating and stressful to work with this company. After seeing other reviews, I don't know how they can be a functional business with so many 1 star reviews.

[2024-02-19: UPDATE - 3 Stars]
The next day since my last revew (above), Sunpower escalated my case with new good folks within the company. They assigned me a new project manager, Ronin, who took the time to provide weekly updates... Ronin and the escalation team got my case passed city inspection by going straight to the city inspector manager and approved by my electrical company. My solar system is officially green. Half way through the month, I'm already seeing savings from my electric bill.

I really wish I can give SunPower 5 stars. They're system is top notch. I did the research which showed their systems is the way to go. The app has been awesome. Knocked off 2 stars because the 1 year and 4 months I have been waiting, about 8 of those months without hearing from them was frustriating. All they had to do is keep me in the loop once every 2-3 weeks. After taking a 44k solar loan, I don't think that's too much ask for.

I telephoned Sun Power by Précis and made an agreement on November 22, 2019 to install a 18,467 kWh system for $44,733.60. Tim Marquez was the salesman representing SunPower by Précis.

As a retired contractor, I asked Mr. Marquez, if the installer's would be performing a load capacity test of my pool and pond pumps because I wanted to make sure that the system would off-set my energy's demand.

Mr. Marquez assured me that the installation team were professional's in the industry at sizing up solar systems. After paying off the 40 panels on our garage through Solar Max I wanted to be sure that the additional 36 panels by SunPower for a total of 76 panels would be sufficient to off-set my energy consumption and I made this clear to Mr. Marquez.

In fact, I invited Mr. Marquez to my backyard and showed Mr.Marquez the swimming pool and pond systems. Since

Mr. Marquez assured me that I would have at the most a 200 dollar a month bill or possibly no bill at all.

After installing the new system, I started getting SCE bills from $500-900 monthly.

After complaining several times to SunPower by Précis, over the past year, that the system was not functioning properly, I finally was able to get Précis technicians out to figure out why I am still getting $500-900 dollar a month SCE bills on top of a $400 dollar a month solar payment on a dysfunctional system .

The technician's said we were probably using too much power to off-set our SCE bill.

Then, I was told that some of the micro converters were not working and would have to be replaced.

When I telephoned SunPower by Précis to let them know that the new micro converters are still not working nor registering.

Fran from SunPower by Précis e-mailed me and explained that any further concern's with their Solar system would have to be addressed through Sun Power and that SunPower by Précis Solar would no longer be providing service to our system.

This abandonment and lack of accountability is unacceptable, unprofessional, and unlawful and has led to me having sleeplessness, anxiety, stress , and frustration being a disabled senior on a fixed income.

As a disabled senior on a fixed income, I will proceed to file complaints with the CSLB, the attorney's general's office through the State of California, The BBB, and yelp, as well as the financial institution that supports the financing for SunPower by Précis of this dysfunctional system.

My complaint is as follows:

1. Failure to fulfill the terms of our agreement (abandoning) service and maintenance of my system as per Fran's e-mail dated 01-11-2024.

2. Failure to take my daily kWh energy requirement and divide it by my peak sun hours to size up our system and then to divide the kW output by our panel's efficiency to get the estimated number of solar panels needed during the initial site inspection, and to access my homes unique attributes. This also contributed to SunPower by Precis 's underestimating my energy consumption for off-set.

3. Failure to use a multimeter to measure current, voltage, amps, and watts to my pool and pond pump equipment, as requested, prior to installation.

4. Failure of my Solar equipment not working properly or producing to their specifications.

This "failure to properly measure load capacities and installation of a dysfunctional system is negligence / Fraud , among other factors, this negligence has caused hardship, stress, and financial distress to me as a disabled senior woman on a fixed income.

Julian Sierra came out after I was unable to activate my system. He was extremely knowledgeable, professional and kind. My issue was quite troublesome but he stayed until my issue was resolved. I commend him on this, especially in a new development with prebuilt technology sources. He was very patient with me as I’m not familiar with how this all works. Even my internet was tricky because I initially went with one provider and upon activation of the smart home, my Wi-Fi was changed. It was very confusing to me, but he helped me sort through it all. Also, he took the time after resolving a lengthy activation process and walked me through the system to ensure I understood its functionality. Julian is a pure gem and an exceptional professional.

My system has been dead since September of 2022. I have called SunPower 21 times since the system crashed. I've had 9 site visits from the tech that services the system at SunPower's request. The reports all say the same thing since the wall monitor in the garage was replaced. Nothing changes. SunPower continues to ask for the tech to make yet another useless site visit which only wastes more time.
In those 21 calls from me, I have been promised callbacks every time and every time they have ignored me and I have to call, again, to get any updates. My case has been escalated at least three times. How high can this continue, or, is it just an empty claim? Any new information, such as that I've gotten yet another case manager, is only obtained by me when I call in frustration, yet again! You are never allowed to call and speak to your own case manager, ever, and they never call you!
Through all this, I have to keep paying full price for electricity and continue paying my solar system loan payment.
Avoid this company! They have supposedly high ratings, elsewhere, but just look at all of the angry customers on just THIS site!
Perhaps I am too trusting and have waited too long for what I had originally thought was a company with customer service ethics. Maybe it's time for a Better Business Bureau contact and finding a legal company to help (and, of course, add to my costs!). I will also look into seeing if there is a state level office that handles such issues.

Note: This is a US review from Massachusetts, I was in Mexico when I wrote it.
I first contacted SunPower on 5/25/2023. Our contract was final-signed by SunPower on 6/5/2023. Since that time, we have had four project managers and we do not have any permits yet. We are 7.5 months into the project with nothing to show for it. We live in a HOA community. The municipal government won't issue permits without HOA approval. I have had to track down documents that were SunPower's responsibility to obtain. I am now missing only one document for HOA approval that SunPower has to provide. On December 6, 2023 I informed my SunPower Project Manage that the Certificate of Insurance that they provided was defective and required correction. As of today, January 8, 2024 I have still not received a corrected COI. I have terrible problems reaching my SunPower Project Manager. It takes her up to a month to answer an email. She doesn't follow up on anything in a timely fashion. She was unable to obtain a copy of the roof design, available from the municipality's building department. I obtained a copy of the roof design and submitted it to the HOA. I informed the project manager that i had obtained and submitted it. She apparently does not read my emails because she is still asking for the roof design on subsequent (infrequent) emails. SunPower has placed an emergency disconnect on an exterior wall for the system in the design (an appropriate design element). The HOA asked for documentation that the disconnect has to be installed on an outside wall. For a month, the Project manager "has not been able" to obtain the documentation. I called the building inspector today and obtained the information in less than 3 hours. Our project manager routinely drops the ball, does not respond to emails in a timely fashion, does not followthrough with the HOA or municipality, and is not moving the project forward. I am ready to cancel the contract, particularly in light of all of the negative customer service reviews on this site. If you have not yet signed a contract with SunPower I would strongly recommend that you reconsider.

Wish I could give negative rating.
I was forced into using them as part of my house build. They cost $22k.
The system has never worked properly- I got zero credits in my bill. After an immense amount of bouncing around in their service over the course of a year, it might be fixed - but I need to constantly check it and onus is on me to repeat the process if not.
I will be given no credits for a broken system.
Run to literally any other company. This product doesn’t do what it promises!

I had an inverter issue so I called Sunpower to schedule someone to check it out. Was told someone would contact me and after 2 weeks no one had so I called again and was told again someone would contact me. Waited another week, no call so called them, was put on hold then told my inverter was out of warranty (apparently its 10 years on the inverter and I was out by a few months). Apparently no one thought to just tell me that on my first call.

Was then asked if I wanted to have someone call me back for service and was actually told it would be faster to seek out a 3rd party to repair it.

The best quote from their website "We’ve got you covered for 25 years, including performance, labor and parts.*" I guess not exactly if you dig deeper, "10 years for everything not on your roof (storage and monitoring)." funny how the word inverter is left out.

Do better

Cannot give a zero so one but I meant zero.
My system is down due to inverter problem. They told me that is I am lucky it will take 6-9 month to get a new one. The contract say they have to fix it in a timely manner. Contacting my lawyer and FTC.
In the mean time they a still taking money from my bank account

4th year in row my bill keeps creeping up. It takes months of me emailing/calling (on hold right now) to get someone to listen and get boots on the ground to come check system. They check remotely and it ALWAYS seems to be generating correctly. But each time local contract company comes they have replaced 6 panels or 8 panels or realized it wasn't hooked up to wifi. So, customer service is horrible and i haven't had a bill less than $50 consistently after first year EVER! This month over $300, from in the $190's. Had to complain to BBB last year to get someone to listen. Looking like may be practicing my writing skills again if this is rectified on this call.

No communication. 2 weeks every day, more than 1 hour holds, no one answers.

The system hadn't worked for months. After many calls and hours spent on hold, they finally came out 2 months later after my last complaint to do repairs. They found one of the two inverters were not working and not repairable. Tech said he'd be out in "a couple of weeks" to replace it, since they had none in stock. So were they not going to install new systems without inverters? BS. Anyway, I heard nothing for over a month. I finally contacted them yet again and got a supervisor. They scheduled me for an appointment another month away. I'm the meantime my electric bills have been through the roof. They say they will reimburse me, but I'm not holding my breath. BTW, when the tech had to call in, he had to use the same number I call for customer service. He was on hold over 20 minutes on site and left before they answered. Their after sale service is beyond horrible. The State AG should look into them.
UPDATE:
Service man finally came out on 1/9/24. He said I'm here to replace your transmitter. I said they replaced that in November. You're supposed to be here to replace the faulty inverter. He said he had no inverter and the order said transmitter. I took him to look at the transmitter I had and he could easily see it was brand new. He called in and they told him that no inverter had been ordered. They have now supposedly ordered one. Goodness knows when I will get it. They couldn't be any worse of a service company. I don't know what solar company is good, but avoid Sunpower like the plague.

I had solar installed summer of 2022. Before installation, technicians were sent to evaluate my roof. They told me my roof was in excellent condition. I asked them how that could be considering the roof is 37+ years old. The technician told me it looks good, but if the roof needs to be replaced in the first ten years, SunPower will pay to remove the system and reinstall it.
When I contacted SunPower about removing the system so I can reroof, they sent technicians to inspect and they reported that their system was not the cause of the leaks. I never said it was, I just need to coordinate them removing the panels so I can reroof. I'm then told it will cost me $5000 plus a $300 inspection fee to remove the panels and replace them. When I told them what their technician had told me about them paying for it, they denied this was their policy. They might tell the employees so they don't mislead potential customers.
I finally agreed to pay this fee under protest and they removed the panels, they removed them, and I had the roof replaced.
On 10/25/23 I called customer service to schedule the re-installation of the panels.
On 11/2/23 I contacted a customer service rep and complained that I hadn't heard anything from them.
On 11/8/23 the customer svc rep said scheduling should be completed that day.
On 11/15/23 I contacted the same rep and informed him I still didn't have an installation date.
I had some concerns about additional charges and questioned them. It turns out almost half those charges were to provide and install the mounting brackets. I told them the mounting brackets are already installed and asked them to remove these charges and I'll agree to the rest of them.
On 11/17/23 the rep told me he'd have someone call me to schedule the installation.
On 12/1/23 they emailed me a contract to sign thru DocuSign. They had not removed the fees I had asked them too, and the redraft the contract and I will sign it.
I never received a new contract. It's now 12/9/23 and I still have no contract, no installation date, and I've been without my system for about 6 weeks.
SunPower doesn't let you talk to anyone but the operators in their call center. There is no communication between the departments and the consumer.
They tell me they've "Escalated" the case, but this is a meaningless term. I've contacted the sales rep who tells me he's going to follow up but I don't hear back from him either.
This is the worst choice anyone can make for a solar installation. Buyer Beware!!!

While solar power is efficient and works by itself producing power when it sunny. I’ve enjoyed numerous years of solar power reducing my electric bills unfortunately I’ve gotten stuck in a very terrible situation where SunPower customer service doesn’t respond after numerous emails. Long story short. I was alerted to a problem with one of my 17 panels. After 3 months service came and for one reason or another things just got worse. The was issue with squirrels chewy in the outer wire casing and the service techs lifted and checked all panels and declared that 14 of them had been chewed and needed to be replaced. So tech removed wires from 14 panels and left and has not been back. Customer service has no idea what they’ve done and so I’m now left with a non working system that I pay lease cost each month without any power production. All customer service does is make excuse and says they are soon it and will update me in another 7 days. This has been going on since April. Terrible terrible service. Sorry I went with SunPower.
Check repair case # 03228248
Be careful when you call customer service as they like to open new ticycase number and then they lose track of how bad this is getting.
Update after SunPower reply. I received virtually no substantial information from the support person and it seemed the information he had from repair was months old. I asked a straightforward question and received no reply. He can’t even tell me at what point the repair or replacement of panels are. Just wait another week for a reply. I point out the repair guy should make things better but reality is when he left with pane disconnected it made the situation worse.

My Sun Power monitor went out last July 2022. Every month I receive a nice update, the same update that we are still looking into it and we referred the problem to an another department. Each department has a different name. I think the only department left is the billing department but I’m not sure they could help me either. Not my system seems to be failing, no power being produced or minimal power. Called customer service and was told that they couldn’t look at the system unless the monitor is working. “GREAT”. No monitor system no technical support no help! I am now at a loss of what to do. My monitor system haven’t worked since July. Four division should have fixed the system by now or they can’t or they just don’t want to

Sun Power systems work great most of the time try to have something repaired and you will hit a very well trained fire wall. The first time I had a problem with insufficient power it took almost 8 months now the system isn’t working monitor system is down for 6 months. Customer service can’t even see what’s wrong
Please let me know what to do next.

Sunpower installed my original system on my new house. Everything went as planned without any incidents. 2 years later, i decided to add more panels to my original system. There were a few problems with this install. One by one, the issues have been fixed. It has been a lengthy job to say the least. The last problem, they refuse to fix.
With the second install, they put in another monitoring box. Not sure why. They should have hooked up to our original monitor box. When its all up and working, they tell me the system is working fine. I don't see the panels on my app. they tell me the panels are under a separate account. so to see the system, i have to look at two different accounts. They tell me this is normal. I'm pretty sure this is not normal. I should be able to look at the app, and see all my panels in one account.
Im going to get this fixed one way or another. I find it hard to believe that a company that has the best panels in business acts this way.

Our solar panels went live in February and two panels stopped functioning in May. No matter who I call at this company, I cannot get somebody to come out and check the panels. I was finally contacted by email and offered a date next FEBRUARY. When last I called to say that was too long to wait, I asked to speak to a supervisor. The person on the phone was borderline snarky, and eventually promised that a supervisor would call me back within 24 hours. Well, unsurprisingly, nobody called. I am considering my legal options.
UPDATE February 10, 2024: Sunpower never did contact me after they responded to this review.

Description of complaint:
I am the Trustee of my Dads estate. He had a Sunpower Solar System installed on his home. After he passed, I found a buyer and called Sunpower to find out if the system was 100% purchased or leased so I could disclose this to the new buyer. I was told by two (2) different reps at Sunpower, on two (2) separate calls on recorded lines that the system was 100% purchased in 2021. The initial call confirming the 100% purchase was weeks ago, the second call (on 11/24/23) was to double-confirm that the system was 100% purchased after the "Life team" told our title/escrow officer it was leased, and not purchased (11/22/23). It was double-confirmed on this second rep call that the system was 100% fully-purchased in 2021, and that the rep had proof of this purchase in their system under a new, "purchase" account number (vs an older lease account number). This rep also said he would make certain to forward this info to the "life team" so they could remove the UCC1, and provide an updated warranty for the new buyer as he wanted to make sure this would not have an adverse effect on our closing. The Trust relied on this information from both of these Sunpower reps on the real estate disclosures to the buyer, agents etc. In turn, once again the "Life team" denied the 100% purchase today (11/27/23), asked for proof of payment, and held steadfast to their claim that it's a leased system the buyers could purchase for $52k (or lease). Frankly, there are two (2) Sunpower reps on separate, recorded lines both claiming to already have seen 100% proof of purchase of this system. After the "Life team" asked for proof of payment today (11/27/23), I spoke to a third Sunpower rep who volunteered that this "issue" has been elevated (with a "new" case number), and that the two (2) previously recorded reps "may actually be wrong and are confused." This is highly unprofessional protocol, maybe illegal, and as a result our real estate sale is now compromised.

I am adding to this review (12/8/2023) as the Escalation Process at Sunpower is a sham. In fact, the process has been equally frustrating . Your "Specialist" has not returned any calls/emails after we provided all he asked for and promised he would respond by a specific day/time for next steps. Instead, he continues to "ghost" us. As a result we missed our escrow closing date as a result of Sunpower, and may likely miss the extension on 12/15/23 if Sunpower does not resolve this issue immediately. We are currently preparing complaints to the CSLB and Attorney General as we have lost faith in Sunpower to do anything right at this point. I have never had such an awful consumer experience in my life.

After yet another failed attempt at getting a purchase agreement emailed to us case owner continued to give us the run around. Case owner also failed to respond to the request of the email. After the deadline for a purchase agreement came and went we informed our agent we would no longer be able to move forward with this purchase because of SunPower. Now we are out thousands of dollars in inspections because Sunpowers could not fulfill the requested information.
11/18/2023…
We have completely cancelled our escrow and will not be purchasing the home solely on the incompetency of SunPower and their case owners. Good luck getting the 56k you are trying to collect from seller.
We will never buy a home with your products because we don’t want to have to deal with this garbage of a company ever!
If you are a reading this review… DO YOUR HOMEWORK AND INVESTIGATE THESE SOLAR COMPANIES THOROUGHLY!!! They a disgusting vultures praying on the home owners!

Julian was very helpful and kind during the setup! He was informative and answered all my questions.