SunLux

Techs

Everything was fine until a roof vent needed to be removed due to incorrect measurements of how the 10 panels would fit on the roof. It took three visits and three techs to install one roof vent correctly. The techs arrived unprepared for the day and no one had spoken to them about what needed to be done on the vent BEFORE they arrived. I had to catch them up on what happened during the last visit. You guys need to meet with your techs a lot more. Such as every morning? Send them out with a plan. It seems the company struggles with something out of the normal installation routine

My experience

I called SunLux based on an interview I listened to on KFI AM640 with Dean Sharp. I looked at several companies and received many quotes, but after reviewing the warranty and the quality of the panels, my husband and I chose SunLux. I really liked the person who gave me the quote. We waited and asked questions over several months. He always checked in with me, but did not do a hard sell, as he respected my warning that we didn't react well to that style of sales. When we finally decided to go with SunLux, we were assigned a project manager. Unfortunately, the project manager is out of the loop when it comes to certain scheduling which defeats the purpose of having one go-to person who should coordinate what happens and when, as well as communicating appts to the customer. I liked our project manager, and I don't know if it was her or how scheduling is handled (is she even in the loop?), but there was a major breakdown in communication. I would often get a text, after I had left for work, that a worker was coming over. They needed the gate unlocked and the touch-up paint, etc. This was not good. Also, I learned after the first appt, that I need to ask how long I must be available at each appt. This info should be given without asking, so the customer can take the time off work and prepare. When my electrical panel was replaced, they failed to replace the GFI for the spa (which is expensive). We were not able to use the spa for several weeks without this safety mechanism. It wasn't in the original plan, so they were going to wait until it passed inspection before remedying the problem. In the meantime, I had an electrician put in a GFI spa power box in to solve the problem. I was happy that SunLux agreed to reimburse us for this. At the final inspection, when the city came out, the city had no record of my recent roof replacement inspection. The SunLux employee came to my door looking concerned asking if I had recently replaced the roof. I said yes. He said that the inspector had no record of my inspection. Luckily, I had it in a folder on my desk. SunLux should have pulled the permit on the roof before designing and installing the panels. There is really no excuse for not having this, in my opinion. Can you imagine what might have happened had I not had the inspection at my fingertips? Finally, the person replaced my electrical panel, for some reason, took off the phone box cover and didn't replace it. Getting this ordered and replaced has taken SunLux a few weeks. It is supposed to be replaced tomorrow. I have found that I must follow up continually to make sure things happen, which is weird because I still owe over 7K to SunLux, and I would think they would be even more motivated that me to finish this project and settle the bill. The best part of this entire process was how efficiently the panels were installed. I battled between 3 and 4 stars. Everyone at SunLux has been helpful and tried to remedy problems.

Good install, but painful process getting there

I debated long and hard how to rate my experience with Sunlux. In the end, I believe I got the high-quality product I wanted with excellent installation, but the process of getting there was slow and very frustrating at times. Here’s the short version: Pro: I was happy with the quality of the components used. Pro: I was very happy with the installers. They did a quality job, used every best practice I am aware of, and were great about answering questions. Con: The install took nearly three times as long as they indicated. (I was told they had a good chance of completing the install in 2018, and it was late April 2019 when it powered on). Con: Response to questions was often horrible. Questions would often take weeks to answer, or they would never put the answer in writing at all. Big Con: Despite being told my system would include an integrated EV charger in the inverter, having this in writing in multiple emails, and having it as part of the spec sheets submitted with the building permit, that actual install was missing this. Because the contract said “inverter” rather than “EV inverter,” they wouldn’t install the charger until I paid half of the extra cost. So I guess the bottom line is that I am happy with the final product, but would only recommend signing a contract with Sunlux if every detail of the system you want is explicitly called out in the contract.

Update to my review on 9/9/2018

- After all my issues with the Inverter not working and communication issues with customer service manager Garrett, the COO Guillermo Santomauro got in touch with me to see how he could help. - Gillermo was very helpful and wanted to rectify the situation. - After the Inverter was replaced, Guillermo sent us a refund check promptly for the loss of service. - I appreciated Guillermo's hands on approach very much. Thank you Guillermo.

SunLux install

Communication could improve. The process took quite awhile. The city inspector kept finding issues. Finally all done and looking good.

Solar panels and a new panel

I had a full system installed, also a panel upgrade was needed. The installers did great work! It looks top notch! I am very happy with the quality of the work that was done. What I was not happy with was the service from the office. I didn't get updates as the job was going on. Very bad communication from the office. That is my only complaint from the whole job. great workmanship!