Legacy SunPower Corporation (Out of Business) Avaliações 523

Julian did a great job putting the finishing touches on our new home!

Update August 3rd:
After my initial review, I received email from SunPower stating that the issue has been escalated to product support team and they are working remotely to fix the issue. It’s additional about a month now and no resolution yet. First they said the micro inverter will be replaced now they are fixing remotely the problem that they initially stated needed replacement. This is really a bad company. I wonder how many are scammed by SunPower.
———————————-
Initial review:
Despite high cost I installed sun power panels. I was thinking that this company manufactures as well as provides warranty. Seemed like a one stop shop so the expectation was quite high: good quality and excellent service. However, my view has changed completely now and suggest anyone thinking of going with this company to think twice.
The problem started earlier this March’23 when half of my panel suddenly stopped producing power. I immediately reported this problem. Sun power customer service rep asked me to perform some trouble shooting over the phone. That didn’t fix the issues. Then they told be that they have assigned a sub contractor company to come to my house and fix the issue because sun power don’t have their staff to cover my neighborhood. This wasn’t mentioned when I had purchased the panels. Moreover, the sub contractor seemed to be a fake company as they never called once and wouldn’t return any call. When I Google searched the company, they seemed to have business address in Southern California (by house is in Northern California). I was wondering why such assignment. I tried calling sun power to report my concern but they kept telling me to call the sub contractor. This went on for over a month, no one showed up. Finally, sun power agreed to send some technicians to fix the problem. This happened after spending many hours over the phone with customer rep over 2 months. The technician determined that the micro inverters were bad and needed replacement. They will place an order and call me to schedule the time to replace. However, after another month I never received Single call from them. I t tried calling several times and every time they would have different excuses. They kept saying that the issue had been escalated but surprisingly there’s no action. Now they are saying that they need approval before placing order to replace the panels. Not sure what to decide. It’s been over 4 months, the issue has not been fixed and they don’t have estimate when it will be fixed. It’s quite frustrating as I’m losing money everyday as system is not producing rated power during the best time of the year.
I will caution anyone who are thinking of going with sun power as there’s no advantage in paying premium price for unreliable product, horrible support and needing to deal with lies the company will say.

Over the past 2-3 years our system has been shutting down with increasing frequency due to an 'Electrical Arc', according to the inverter status display. We've had several visits, one of which was to replace what appeared to be the mother board in the inverter. Long story short, the problem remains. VERY frustrated with Sunpower's inability to fix this problem AND for the loss of electrical power each time our system shuts down. Willing to update my review if they can fix finally this problem but up to this point this has been one of the worst consumer experiences I've ever had. BTW I should not have to wait more than 3 weeks for a site visit for a RECURRING PROBLEM! Sunpower: see Case # 03217946

Our technician Warren Grennan is knowledgeable and walked through the PVS system setup in a timely manner. Highly recommended!

*Review just for Julian's Tech visit*
Tech visit went great. Julian got the system updated and running when it was not previously. No issues with this interaction.

Bad customer service , call 5 times to get a chance to talk to someone and they do like they do not understand what is going on, if you have kwh and the system reset you will lose them all and it starts from zero ..
Bad choice being waiting for someone to come and fix the solar panels because they no working properly and after 4 months waiting no one responded and I'm getting 2 bills way more that I use to pay with out solar panels....

Have been trying to have my solar system repaired under warranty since early june. Been told different things after multiple calls as to when my system would be repaired. Latest reason is that I have a work order in process but due to a lack of staff, a timeframe could not be given. Definitely concerned at the inconsistency and time it takes for a repair to be done.

Update 7-31-23

After contacting sunpower a work order was submitted (after much calling on my part), but now the solar repair company contracted to do my repair and sunpower are pointing fingers at each other as to who should order a part for my repair. This is comical as to the inefficiency. Good luck if your system needs a repair under warranty. Seems like they will not help the customers to actually get a repair done.

Absolutely an awful company to get solars from. They will lie and be deceitful to gain your business. I would never advise anybody to use this company they are THE WORST.

We have had SunPower panels for 10 yrs. Our original install company sold out. Now at 10 yrs plus 1 month the first inverter has failed. Of course, this is a 10 yr warranty. My brother has had a different brand installed for even longer and has never had to change out an inverter. I believe this to be a suspicious failure. Yup, our new electrician, not associated with this company, got the customer service sales pitch and no satisfaction other than to verify that the inverter doesn’t work. Is this planned obsolescence by SunPower? Has anyone else had this issue? We have no choice but to abandon this company and perhaps this is why our original installer sold out. The writing was on the wall! We could never recommend this company.

Stay AS FAR as you can from SunPower - I have had an absolutely disgusting experience with them.
- The sales team would sell you the Solar concept beautifully but have NO KNOWLEDGE of how it works - whats WORSE is that they will make promises that the company will 100% FAIL to honor. They would commit to you that you will never have to pay more than $40 to your current electric supplier but you will be in for a shock - I have had to pay from $200 to $900 every month after the SunPower solar installation was done.
- Initially the first excuse was the system needs sometime to settle in and after 2 months the results will follow - something that NEVER happened.
- You would have to BEG to them after paying close to $50000 and all they would do is to BLAME YOU that you have used way too much - which is an IGNORANT LIE.
- It took me more than 1 year - where I kept showing them all my past bills from EDISON which clearly proved that they were lying and were absolutely disinterested after selling the system to even care about what you pay EDISON - all they are concerned about is that they get their payments
- BEWARE - SunPower has multiple sub-companies which may have been setup just to pay the BLAME GAME or save them for LEAGAL situations
- They will use all kind of collection companies and threaten you withe dire consequences to PAY THEM NO MATTER WHAT
- After 1 YEAR they accepted that their fault was their sales team was in a rush to lock the deal while their tech team did not do the necessary analysis of how many solar panel would actually be required - once again playing their BLAME GAME - the worse came later as they promised that if I was to buy more solar panels from them - and PAY THEM an ADDITIONAL 10-15 THOUSAND DOLLARS every thing would be fixed and I would never have to pay more than $40 - which was initially promised without due diligence from their TECH TEAM.
- So now I have payed them close to $60,000 - and NOTHING has changed

- It's nothing less than a NIGHTMARE !!! STAY AWAY from SunPower - these are the kinds of companies that cheat you and intimidate you from the overall solar concept
*In addition to my above review I am happy to share SCREENSHOTS of my SCE BILLS - so you ALL can see for yourself how stressful has it been for us after paying close to $60,000 and then having to pay SCE from $300-$2600!!!

It's a very poor experience with Sunpower directly. I don't get panel installed after I work with them for 1 year. The process is very slow. They changed 3 project coordinators and did site surveys 3 times. Recently, the coordinator doesn't reply to me anything regarding installation. I called Sunpower and customer support said I have to go through the coordinator. You can do nothing even if you want to cancel the contract.

I’m currently in middle of having a Solar System and Main Panel upgrade by Sunpower. I signed the agreement with Sunpower on 12/16/2023. I was inform via email and phone call that both the Solar Panels and the Main Panel upgrade work was scheduled for 3/9/2023.

On 3/9/2023
Only the Solar System was completed. No work for Main Panel was started or completed. First payment was made on 3/13/2023.

On 5/12/2023
Sunpower’s Subcontracted Electrician worked on the Main Panel upgrade and left the property without informing me. The installation of the main panel was NOT Acceptable. I work in the Utility Industry and it is the ugliest Main Panel installation I have ever seen. Additionally, one of the circuit was not complete. I called Sunpower and the earliest Sunpower could schedule their Electrician was for 5/15/2023.

On 5/15/2023
Sunpower electrician saw the Main Panel installed by their Subcontracted Electrician and told me that the Main Panel was installed poorly and will not pass inspection. Sunpower electrician said they will not reinstall my Main Panel because the Main Panel was originally installed by their subcontractor and that the subcontractor have to come back to fix the poorly installed Main Panel. Therefore, the Sunpower Electrician only completed the previous uncompleted circuit that was missed on 5/12/2023. I informed Sunpower Project Coordinate of my dissatisfaction and the main panel needed to be install correctly.

On 5/22/2023
Sunpower still requested a rough inspection by Los Angeles Department of Building and Safety (LADBS). LADBS sited multiple violation. I continue to express my dissatisfaction and frustration to Sunpower Project Coordinator. Sunpower did not provide timeline or solution.

On 6/9/2023
Sunpower requested a second rough inspection by LADBS and their subcontracted inspector. The LADBS Inspector saw the Main Panel and noted no correction was made. The subcontracted inspector also acknowledged that the installation is poor. I requested the Sunpower Project Coordinate for a corrective action plan.

Today on 6/29/2023
The Sunpower Project Coordinate said their electrician was able to address the corrections with the inspector and will be holding an inspection on 7/5 and then stucco repair on 7/6.

I emailed Sunpower back asking how is it possible for their electrician to address the correction when they have not been back to house to physically fix the multiple violation sited by LADBS.

I am extremely feed up with Sunpower Project Coordinator and their subcontracted Electrician. I have requested Sunpower to provide a clear corrective action plan and to physically correct the inaccurately installed Main Panel upgrade multiple times. It seem like Sunpower only want wrap up the projects, collect my money and move on. Ultimately leaving the customer with poor quality product and service.

I still don’t my solar system connected or have a properly installed Main Panel. I will continue to provide my honest review and progress.

***7/24/2023 Review Update
After my review on Trustpilot, Sunpower Escalations Specialist contacted me via email on 7/7/2023.
On 7/10/2023, I provide all the emails information I had to the Sunpower Escalations Specialist.
On 7/11/2023, Sunpower Escalations Specialist emailed me with the BS. They did not provide any details on the resolution.
On 7/11/2023, I replied the Sunpower Escalations Specialist email and request a detail corrective action plan.
On 7/24/2023. I have not heard back from the Escalations Specialist or my original Project Coordinator. I have already paid 40% of the total project. I have Solar on my roof, but it's not connected to the grid. It has been 100 degree and I can't run my A/C.
On 7/29/2023, Sunpower emailed and did not provide additional clarification. He just copied and paste his response from his email from 7/11/2023.
As of today 8/9/2023, Sunpower has stop replying to my emails for 2 weeks.

I have no issue at all with my panels.

I do want to call out the incompetence of their tech support team in charge of data collection and monitoring.

In June of 2022 during a major database upgrade, they lost 2.5 years of historical data. It took almost a year to get them to restore it, months just to even acknowledge that it is indeed lost. And they didn't even restore it 100%, I'm still missing 1.5 months of data. But at this point I'll take 1.5 months over 2.5 years. Totally unacceptable.

New solar installation and I was not able to connect or get the system running. Warren Grennan, from SunPower came out. He was SUPER nice and professional. Even better, he really knew what he was doing. It turns out the original install was done so poorly the system couldn't work. Warren spent extra time correcting those mistakes and stuck around until everything was up and running properly. Thank you Warren!

I purchase 6 panels and after 2 months my system is not fully functional. I can’t rate the performance of the system because I’m not able to monitor it. I can rate the customer service. The fact that I’m writing a review which I rarely do. But I wanted to warn anyone who wants to purchase a product and have good customer support. I haven’t gotten it. Definitely one of the worst consumer experiences I’ve ever had. I purchased instead of lease and regret it. I spoke to the city utility rep again yesterday she basically said she has never seen a situation like mines but unfortunately you are stuck with them. I contacted another company to remove and reinstall another solar provider. Will cost me thousands but I would rather pay for good customer service and support which is sad to say becoming more rare these days.

Warren did a great job installing our solar system. He is very knowledgeable and pay attention to detail in doing his job. He ensured everything was working perfectly before leaving our house.
I will highly recommend Warren to my friends and family

I have had possibly the worst customer service experience of any company I have worked with. My solar panels weren't communicating to sunpower at first for a few months but still operating and then also stopped working. It wasn't until the summer when I usually have credits to cover most of my power coats months later that I found out they weren't producing. Even though their annual power generation report by contract was supposed to have been done in january that would have caught this. I find out they hadn't done it for the last 2 years since when I took over the lease.

Now I'm trying to get payment and they're only trying to pay me under their guaranteed minimum power generation portion of the contract which should be for underperforming and WORKING solar panels. AND an amount less than the total of the monthly lease payments I made with ZERO power generation. I am literally losing money from their mistakes because of this even if I accepted their calculated reimbursement.

Trying to dispute this with customer service who is lacking in understanding of legal documents hasn't been unfruitful. I've demanded speaking to a manager and they have said they would call me for weeks now but still haven't. They even promised me today and it is currently 4:25 my time with zero call again. I've called over 6 times asking for this manager to respond to me. Do I need to contact a lawyer to resolve this because it's ridiculous and there was clear breach of contract.

Their email system is also atrocious because you have to respond to the originating email every time and they don't always respond to confirm they received your emails.

I do not recommend using sunpower for your solar panels because of this and I wish I hadn't when I assumed the lease when purchasing my home from the previous homeowner.

04/21/23 edit:
Again I was supposed to receive a call that was scheduled today and AGAIN another call never came. At this point I think I need to get my lawyer involved because this seems to be getting worse by all accounts not better.

05/03/2023 update:
This was escalated even higher to some sort of executive review team as you can see from sunpower's response below but I, of course, still haven't had any full response on the matter. I'm not sure if this needs to be resolved in a legal matter at this point since Sunpower appears to have had multiple breaches of contract per my lease contract.

05/09/2023:
Still no update and even multiple unanswered emails asking for updates after this "escalated" to the executive review team.

06/20/2023:
It's been OVER TWO MONTHS since I left this review and STILL haven't had a single shred of evidence of recalculation of my issue or any attempt to rightfully pay me what I am owed or at minimum refund me the months of my lease where my solar panels were not producing at all. I would never recommend sunpower to anyone looking to lease solar panels they do not have the customer service or systems in place to adequately serve you if ANYTHING goes wrong.

I’d give a -5 if I could. Going on a year and a half now, we still don’t have solar working. A year after we started the process we finally got the panels installed. The panel installer didn’t seal the holes drilled into the roof and it rained buckets into our garage. They had to remove the panels, remove and reinstall the roof, mitigate mold and asbestos in the garage. 3 months later, the inspector finally came out and he wasn’t provided with the proper permits and isn’t coming back until the end of July. Meanwhile, we are already getting invoices from SunPower and still have to pay our electric bill. We called SunPower finance and they said there was nothing they could do. We brought this to the attention of the project manager and said she would ask if we could get reimbursed and nothing ever happened. Run FAR FAR away from SunPower!!

The activation is fast and smooth. Our technician Julian did a great job explaining how the system works and making sure we have everything set up properly.