AJTardif | Surprise, AZ | 05/01/2024
No Integrity
My inverter has been down for eight months. I’ve had three appointments for a replacement so far. One technician arrived to say he wasn’t qualified or prepared to replace the inverter and the next two were no calls no shows. The inverters are either on back order, lost, or hard to find because of demand. The newest excuse is they’ve created a new work order and will expedite when they arrive. I pay my monthly installment of $92 a month for no service and I’m told by John Cerda, the Escalation Specialist, that we can’t talk loss power compensation until they get the system working. So they hold the cards. I can’t make them follow through on a warranty system but I have to pay the monthly installments. SunPower has no credibility. Never again. . .
Mary Malusek | Laingsburg, MI | 03/13/2024
Sunpower solar system/customer service
I’ve had my SunPower panels since 2020. CUSTOMER SERVICE IS HORRIBLE!!! NO ONE FROM SUNPOWER EVER CALLS YOU BACK. YOU have to REPEATEDLY call them. I’ve had the SunPower box fail once and 2 panels fail…not at the same time, months apart. This started in March of 2023 and I was STILL dealing with it until November of 2023!! I paid a ton of money for this system, like 30K, I didn’t expect this massively frustrating level of customer service. I would NEVER recommend buying panels made by either company and certainly not managed by Sunpower. So, right now I’m on hold with Sunpower. Today is 3/13/24. They’re doing some kind of trouble shooting, because I had an alert saying one or more of my devices were not functioning. Tech says 8 panels of my 38 are not working!!!!!!!!!!! HERE WE GO AGAIN!!!! I’ve had 2 bills over $300. They’ve NEVER offered to reimburse me for their system not working. DO NOT BUY OR WORK WITH SUNPOWER!! You will regret it.
Iryna | Campbell, CA | 02/21/2024
Can't get SunPower to submit POA after 4 months of waiting
To say that I'm frustrated with the Customer Service and SunPower - to say nothing. First I had to escalate - because SunPower failed to pass inspection for a battery and didn't bother to send us any updates and crew to fix. Now, after 4 months of waiting time - their interconnection team can't submit permit to operate to PG&E, because they can't fix our address in their system! Yes, we have 2 addresses, one for taxes based on the city and another one based on our zip code, it's legal in the US! Why it's so hard to just make a change in the database and submit the address that utility company uses??? Considering that we are already SunPower's customers and for the first installation you used the address based on the zip code and I provided you all needed information (we installed solar panels with SunPower in 2022 and hadn't had any single issue that time) it's so frustrating to not even be able to get proper update when their teams fix the address, and submit POA. It's 5 minutes of work to update that address, why is it so difficult? Escalation specialist John David Cerda - don't reply on emails for weeks, doesn't escalate anything (otherwise with all the documentation that I sent we would already use our battery and receive the permit to operate from PG&E). To be honest, I don't even expect at this point that they will ever submit POA, so we paid 18k for nothing - useless battery in our garage, that in addition being charged from the grid and we are paying for it. It's just nonsense honestly. After our success in 2022 with solar panel and SunPower now I regret that I didn't go to get a battery in another normal company.
Steve | New River, AZ | 01/19/2024
SunPower Severly Lacks Customer Service
I actually purchased solar panels from this company about 12 or 13 years ago and I was very happy I did so they worked as expected and the company was a pleasure to work with, in fact so much so that I had 5 of my friends contact them, all of which purchased their own. Sadly this all changed with the company a couple of years ago. My unit was no longer producing the power it should. I contacted SunPower and almost a year later they resolved the problem. Yes I said that right almost a year. But that isn't even the worse of it, their technician who replaced the faulty unit created a problem with the electrical that caused the main breaker on my house to burn out. At the time I did not realize that, plus it was in the middle of summer here in Arizona, 100 plus degrees. The electrician that did fix the problem had to disconnect the solar panels to do so. This cost me over $1000, which I have been trying to collect for over 6 months now. The company just flat out refuses to work with you. They haven't denied it, which they can't, but they haven't reimbursed me either. Sadly I have spoken with two others that purchased the solar panels which have had problems to where they are unwilling to work with them as well. This company has gone, at least to me, as gone from a good customer service company to an extremely poor one. At this point if you are looking for solar panels, which I believe are a good investment, I would definitely look elsewhere.
AKAY | LOS GATOS, CA | 12/16/2023
Sunpower
What a huge mistake! I read and did research and I thought sunpower would be the best. They are extremely responsive until you sign the contract. The moment you sign you are literally in trouble and the nightmare starts. It took them more than a year to finish my house with a lot of headaches and hiccups. I thought I would be satisfied once the system was up and running; Wrong! The system stopped working after few months and no matter how many times I call them I cannot get any response. It has been down for almost 2 months now. Each time 2 hours on the phone. they always say they escalated my case and waiting for response. What a disaster. I don't know what else I can do to get my system working.
Dave | Phoenix, AZ | 12/05/2023
Horrible Customer service
I've been getting the runaround for a week dealing with Sunpower tech support. I have 5 out of 46 panels that are consistently performing at 33 to 65% lower than all the other panels. They keep telling me the system is producing & reporting as expected. Literally, no matter what I say they repeat that like a zombie reading a script. All products will fail. It's how they deal with it that counts. Find another company. I will no longer recommend SunPower.
CastaicNeighbor | Castaic, CA | 10/14/2023
HORRIBLE EXPERIENCE - HORRIBLE COMPANY!
SunPower installed solar panels on my home in Feb 2023. In Aug 2023 there was a major storm in the area, the first of the season, and we realized that water was leaking into the home due to broken tiles on the roof. SunPower installers were the only people that had been on our roof for years and we had never had any issues whatsoever with leaks prior to this, so we knew the leak was caused by the installers. SunPower sent inspectors who agreed that the damage was caused by SunPower and that the company would take care of the repairs. We recorded that conversation. Three days later, we received official communication from SunPower stating that they would NOT be accepting responsibility, even after we sent them a copy of the recording in addition to several estimates from contractors stating in the estimates that in their professional opinion, the damage was caused by broken tiles (i.e., not by 'wear and tear'). The total cost to repair our home from this damage is approximately $20,000 (between the roof and the water damage in the ceilings and walls inside). We're now in the process of working with contractors to repair the damage, and paying for it all out of pocket. SunPower still refuses to accept any responsibility.
Rosie | Buckeye, AZ | 08/07/2023
Horrible Customer Service
After 3 years my solar panels stopped working. I called SunPower for service since my solar panels are still under warranty for 20 years. They scheduled a technician to come so I was absent at work waiting for the technician that didn't even call to cancel neither showed up. This happened to me twice. Meantime, for 5 months I continued to pay the monthly bill to Mosaic the financing company. John Cerda, Sunpower Rep. promised that the company will pay back the non-service difference. However, up to this date Sunpower have not serviced my solar panels and they stopped answering my phone calls and emails. This is breach of service warranty. Mosaic destroyed my good credit by reporting to the 3 credit bureaus that I defaulted my payments. I do not recommend Sunpower for your solar panels.
Dinesh Mangalick | Atherton, CA | 07/19/2023
Excellent Support and follow thru
Excellent Support and follow thru. Sincere, caring, committed to customer satisfaction
George Tirebiter | Elk Ridge, UT | 07/19/2023
Custom Energy
Custom Energy is who installed our panels. They did a fantastic job. We chose SunPower because they manufacture all the pieces needed for the system.
