Legacy SunPower Corporation (Out of Business) Avaliações 523

This is 3rd time they promised to show up at the meeting but never did. How I can trust these people in the company for my solar panel installation? Instead of promising something you can't do, you guys need to work on team collaboration. This business definitely needs improvements! So far horrible experience

I bought a townhouse a couple of months ago that had a SunPower system already installed, the problem was with the activation of this system.
Most of my neighbors had this activated within a couple of weeks (or less) but my system took over 3 months, very bad follow-up on my case, they kept blaming my power company for not giving the permission to operate but when I questioned my power company they confirmed it was done a week or so after closing on the house. It was one thing after another until a tech (Warren) was sent to my house and completed the activation process.
My interaction with Warren was the first nice interaction, he was knowledgeable and was able to activate on the spot.
Once activated I contacted customer service to see if there was anything that could be done because of the delay and the cost it incurred for running the AC during the summer and I was told I would get a call from someone to discuss further and it's been several weeks and no call.

In late summer SUNPOWER INC completed the installation to my solar panel array. After paying them the final payment after completion I noticed several of the panels were defective and or not reporting. These panels come with an end to end warranty for 25 years including material and workmanship. After almost 4 months, 3 different escalation specialists, and two home visits by their MASTER installers, they have still not been able to complete the task of replacing ONE solar panel. Their repair department notified me today that they would come out, in 2 MONTHS, and look at my solar panels and inspect the micro inverters (inspect not repair/replace). The insane thing is that SUNPOWER’S master installer came out a week ago to check out the micro inverters and they were able to repair the faulty ones, but they found a solar panel that was faulty and needed replacement. SUNPOWER’S master installer informed me that they have no stock of parts and no idea when any parts would be available so they could not schedule an appointment to fix the problem. Now they are coming out in 2 MONTHS to do the same thing that was done last week. In 2 MONTHS it will be 6 MONTHS since I start asking to get this repaired and this with no repair in sight. A warranty is only good if they actually plan on honoring the warranty, which they absolutely don't. Buyer be aware, very aware!!!

Case number 03499607.
Was just informed by text the inverter scheduled for installation tomorrow was damaged and a new one will be ordered. I system has been down for 6 months basically with only 1820 kilowatts generated this year. I please inform the lease outfit that Sunpower will be making the payments until the system is back up and running including the last payments that were not paid as the system has not been operational.
This is crazy. This is no way to treat a customer. Now this process will start all over like the last 6 times. Does anyone look at this stuff that cares?

I only gave one star because zero was not an option. I have had a unresolved case for over a year! My escalation specialist assigned to my case, Hasn't escalated this case at all. Also, she has refused to take my calls or returned my emails. My SREC readings have gone in REVERSE for the lifetime readings. As anyone would know, this is impossible. DO NOT USE SUNPOWER!

Complete installation process was a complete cluster. in other words I'm paying for a good system but all other services is a waste. Customer service with SunPower is a farce. They don't answer the phone. put you on hold and never provide feedback. I had too press them to have my tile roof replaced after it fell off along with the bird stop. Haven't received a system report since Feb 23, it's now Oct. 23. Can go on and on but now you Know. Will not and would not recommend this company.

I am being generous with a three star, but they have been somewhat proactive when issues with performance. That said, when dealing with customer service the rating is ZERO. There was some communication then after 2 MONTHS, zip. When on SM they responded...blah blah blah, escalation blah blah blah and guess what STILL NO CONTACT OR RESOLUTION OVER 2 Months for a rather simple issue.

My experience with SunPower has been incredibly frustrating and disappointing. In my opinion, this company's approach to customer service and professionalism is severely lacking.

The installation of our Equinox battery took an inordinate amount of time due to non-compliance with building codes, which is unacceptable. To make matters worse, when the battery unexpectedly malfunctioned last December, it took SunPower a staggering six months to rectify the issue. This extended period of downtime left us in a precarious situation, given that we rely on life-saving medical equipment that requires backup power during outages. It forced us to invest in multiple Goal-Zero backup solutions to compensate for the unreliability of SunPower's backup system.

Throughout this ordeal, we never received a bill for the initial installation, despite my numerous attempts to address this oversight with SunPower's representatives.

Then, out of the blue, they sent us an invoice last month with no date, no description of the charges, and a due date that seemed to defy logic by being labeled as "30 days past due" just two days after the bill arrived. How can anyone pay a bill without a clear description of what it's for, especially when claiming tax credits could be involved? My CPA advised against paying until we receive a revised bill specifying the charges.

I immediately responded to the email version of the invoice, requesting that they provide a bill with appropriate due dates, a date of issue, and a comprehensive description of the charges. They acknowledged my request with an auto-reply case number, promising to follow up.

However, the following week, I received a call from SunPower's collections department, demanding payment for what was now considered a "past-due" bill. I explained the situation, citing the case number, and the agent acknowledged the need for a revised bill. Despite this, it has been six weeks, and we continue to receive calls from different collections agents, with promises of investigations that lead to nothing. This is happening two weeks after receiving a bill that was bizarrely marked "30 days past due" from the moment it arrived.

We’ve been harassed incessantly by Sun Power bill collectors with zero resolution to the issue from almost the day that we received the invoice, which is shocking.

Frustrated and desperate for resolution, I even began drafting a letter to SunPower's CEO, Timothy Faricy, explaining the entire situation. When I asked to speak with a supervisor during a recent call, I was told none were available. I informed the agent that I was in the process of composing a letter to the CEO and that a supervisor needed to contact me that day. However, it's been three days, and I have yet to hear from anyone.

Adding to the confusion, the SunPower case number I was provided indicates they may respond via their app, which I checked periodically. Today, I noticed that, under payments, it states "No Payment due to SunPower."

In conclusion, my experience with SunPower has been a disheartening and bewildering one. I genuinely considered removing the Equinox battery during the six months it was down and replacing it with a Tesla Powerwall. This company's disorganization and lack of responsiveness are truly baffling and far from acceptable.

It’s now been another 2 weeks since Sun Power stated on Trust Pilot that they’d review my case and reach out to me. As usual, nothing has happened. We owe them approximately $15K, and all they have to do to collect it is provide a valid invoice stating what the payment is for so that we can use it for our tax returns. How difficult is it that this process should take months to simply revise an invoice? Especially for a company that promotes tax rebates for purchase of its products? For Sun Power, this task seems insurmountable as the saga continues...

SunPower sent out a third party company and they said that the reason the panels are not performing as expected is because they put the panels in the shadow of a tree on my neighbor's property. Isn't that considered bad engineering? I thought these people were supposed to be #1 in the Solar industry. Why would a solar company do that? What happens now? I lose money everyday that I have these panels on my roof. The 3rd party company just wanted to get paid by SunPower and SunPower does not want to take responsibility for the problem. They do not know what customer service is all about. Helping the customer with a badly designed system. You would think they would figure something was wrong when they see 9 years of Bad Performance Reports that they generate. It makes me feel like they just don't care. The insanity continues.

The on going issues with SunPower response to problems not being fixed/addressed has been deleted. Someone must be receiving a kickback to remove on going issues with SunPower. Long story short is we have a panel not producing for 3 months. I believe that a SunPower contract can be canceled if they do not fix a problem with a lease program in 90 days. I have called multiple times and after several months we had an appointment that was set up by the Great Jason from SunPower to get the panel fixed. We were all set. We received an email that the SunPower team would be at our location and we needed to be there. As you already guessed the almighty SunPower never showed up or called to say they wouldn't be there. Then I call customer service support to check on the issue and I am informed that our issue would be a priority. I called to check on when I would receive a call and was informed I would receive a call a
week after I was told that our issue was a priority. I finally get the call we have been waiting for. I am put on hold then I am told someone will call me on Monday. Do yourself a favor look elsewhere for your solar panel system. More to come.

The following is the response that SunPower sent about this review. This is a generic commonly used excuse that SunPower sends to customers.

Reply from SunPower

An hour ago
Randy, we sincerely apologize for your experience and would like to investigate this further. We’ve sent another request through Trustpilot for more information. Once we receive your account or contact information we will reach out to provide you with help and work towards a resolution. We value your business and thank you for bringing this to our attention.

Horrible experience. The Solar panels are causing our roof to leak. The ceiling in our living room fell down and the walls were damaged. We are under warranty, therefore, they have to remove the Solar panels. The roof has to be repaired, they are responsible for the repairs. its 10/5/2023, would you believe they informed us that they will not be able to come to our home until 11/3/2023. We are in New York, I guess a roof can be fixed in the cold. Therefore, if it rain, more damaged will be done to our home. What kind of Company is this? And this was an escalated case. Peoples, before you deal with a Company, please read the reviews, go to the BBB. Initially, Greenstreet was our Solar company, they took over Greenstreet. I just wonder what the CEO of the Company would have handle this situation if this was his house. I already contacted the News Media.
What Executive Support Specialist?? The last time I spoke to someone on 10/5/2023, he mentioned that he was overseas, I think India. He was trying to reach the scheduling department in New York, and no one was responding. Because on their end, the date showed 11/6 and my email indicated 11/3. This is so unbelievable, THIS IS UTTER MADNESS. You all are actually causing more damage to our home. Reverse role. What would you do, just sit on the sideline and pray to God is does not rain from 10/6 -11/3 or 11/6.

HORRIBLE! MY SYSTEM HAS NOT BEEN WORKING for over 5 months. I have had at least 15-20 calls to Sunpower. Always "kicking the can down the road", NOthing ever gets done. ON phone now with a where I customer service rep has a foreign accent, and I HEAR ROOSTERS IN THE BACKGROUND! Horrible, horrible company. DO NOT USE THEM. I am writing this while on hold, and wouldn't you know it the line gets disconnected? These crooks need to be sued!!!!

Sunpower has probably the worse customer service I have ever encountered. One of my clients asked me for a solar company and I referred them Sunpower because I thought they were responsive. I filled out the referral application to get a gift card and Sunpower would not honor it, they said the solar panels were installed before your referral credit was claimed.. keep in mind that I don't check in with my client daily regarding when her solar panels were installed... why would I? It's not a daily conversation.

Thank you for the update but it has been over a month and we still have not heard anything, look at the year i got solar, and look at the client year that received and installed solar. The referral is very obvious

I purchased my solar panels through Sunpower specifically for their warranty. It stated they offer a "complete confidence warranty" that if a component needed to be replaced under warranty they were the only company that covered all associated costs with the repair. Which included installation. THEY LIED!! My microinverters and communication system failed. I found a company that was certified through SunPower to do the warranty work. Only to be told I was responsible for the installation. The parts were covered, but NOT the labor. This is not what's being shared on your website. BUYER BEWARE. I contacted support, and they're claiming that since I paid off my solar panel system, that is how it works. They also stated that if I was leasing the system, then they would pay for everything. This makes zero sense, and I am very unhappy with this bait and switch warranty.

I recently had sunpower installed but wasn't able to get a connection through. Despite the setback, sunpower tried their best to provide a solution. This review is for Mike Leporati and his diligent/effort in providing the best service possible. Mike went above and beyond, ensuring the device is in an optimal working state and even provided invaluable inputs in how to maximize the system.

Just spoke to their Customer Service Representative again regarding an issue with my panel not generating power since mid July. The CSR started the conversation coughing as if she just woke up. No excuses at all. I told her about the issue with my panel and asked her for an update(was told 3 weeks ago their technical team will fix the issue remotely and would give me an update last week but no response from them so I contacted them again). The CSR could not give me a clear response. She told me to wait some more as they are having backlogs. I asked the CSR why they have to let their customers wait that long without giving them updates. She just told me, “you’re not the only one!” I pay them on time as well as pay my electric company. Up to now my solar has not generated power and not even one of their technicians has come to my house to check the system.

SunPower Customer Service is unbelievably unreliable for a Top Solar Company to claim on their website, “One Warranty, Zero Worries. Hassle-free replacement, repair or reimbursement for any defective panel. Complete Confidence Warranty covers your whole system (not just the panels), so you never have to wonder which company to contact.”
My inverter which is under warranty, stopped working on May 24, 2023. Technician came out June 12, 2023 determined immediately that the inverter needed replacement and would call in for an RMA. On July 12, 2023 called for a status, they said 4-6 weeks. Aug. 22, 2023, called for status, “Ron” said he would call me back as he was working with the RMA team. He did not call me back. Aug. 28, 2023, called again, still no explanation on why this issue is not being resolved.
I resorted to opening a complaint on BBB on Sept. 5, 2023. On Sept. 14, 2023, I receive an email from an “Escalations Specialist” for a phone call appointment on Sept. 16, 2023, the phone rang once and when I answered there was nothing. I immediately call back and left a voicemail. Also sent an email, but no response till this day, Sept. 25, 2023.
All I want is a replacement inverter, no need for someone to call me or not call me in this case. Is this company not the top company it claims? Like I said, just replace the inverter already or come up with a different solution, like possibly replacing the obviously poor designed string inverter to micro inverters or have a repair team fix the broken inverter if there is a supply issue. Let me constructive here. I believe this is a management issue and no one is taking responsibility to be accountable. After seeing all the complaints dating back years to the present, how can this go unnoticed. Please have the “Escalations Manager” email or call me not a specialist, as that clearly is a waste of that person’s time.
This is my Sept. 19 followup email to ES.
"K**,
Not sure why you are avoiding to call or email me back. Just call me Weds Sep 20, 9am. Or, give me another schedule. I’m eager to see what progress if any you made trying to get an RMA for my inverter replacement. If you don’t have the time, please pass this ticket to someone else. All I want is a reasonable resolution to be communicated."

Sept. 26, reviewed SunPower response. Replied to email with SunPower Case #03342190 Escalation Specialist email address.

Sept. 26, 1332hrs, received call from ES. he said there is a supply issue and that he is in contact with engineering team, to see if a different brand is compatible for the current set up. Will take 3-5 business days and he will reach out to me when he finds out. I'm thankful he finally called but hope in the future SunPower can be more proactive in communicating, escalating and finding resolutions without customers having to react.

Sunpower is not worthy of one star..my roof is leaking .I had the solar panels installed in 2016 my roof was only 2 years old. They checked my roof to see if it qualified they checked my attic and they gave the ok for installation..I should not have any leaks in my roof. They expect me to pay a ridiculous about of money to remove my panels so I can fix my roof.Other solar company will take down the panels with no charge to the customer..there customer service is also a nightmare. People beware they only care about money not you the customer..

TERRIBLE customer service. Called support because their old box stopped working when we changed our WiFi password. Couldn't update the password on the box except by using their app and a physical USB-C to ethernet cable, which I had to purchase. Tried two, neither worked. Phone support was useless and essentially read me back the instructions in the manual, which incidentally I wasn't missing. I emailed customer support THREE times with NO response whatsoever. Meanwhile, our solar panels are for all intents and purposes bricked. Use another solar company.