ADT Solar (formerly Sunpro Solar)

Sunpro Didnt provided a system that could support my demands

To whom it may concern, In September 2021 I signed a contract with Sunpro. Prior to signing the contract, I provided the Sunpro Sales representative, <insert-name>, with copies of my electricity bills. Since I bought my current residence in February 2021, I only provided copies from March 2021 to July 2021. The Sales Representative worked with a Sunpro designer and quoted me a system size of 12.75 kW. This included 34 panels and micro-inverters. According to Sunpro, this system was enough to get me off the grid and the extra kilowatts were going to be there for the days or months that I did not generate enough kilowatts to be off the grid. The understanding was if I accumulated enough kilowatts, then OUC was going credit me monthly at their reduced rates. The solar panel system was enabled in February of 2022 and from the onset was producing borderline. For the months of March, April, and May, I was off the grid. In June I started to pay OUC for extra kilowatts required to support my house. I have reached out to Sunpro numerous times with my concerns. Emails have been sent and I have spoken with multiple representatives, each promising a callback or investigation. I have requested to speak to a manager, and none have bothered to return my call. Everyone appears to be avoiding me or hiding behind the issue. After several calls, I was able to get a new Sales Representative to come and re-evaluate my system. While doing so he informed me their systems are designed to provide 90% of the customer’s needs and the other 10% needs to come from OUC. As such, he suggested purchasing batteries to support my current system, an additional $20,000 investment. I am disappointed with the solar panels system sold to me by Sunpro. Their designer built a system that does not meet my needs. I feel cheated. If I needed a bigger solution to future-proof my system, then I was willing to pay more for it at the initial sale. When asking for a quote to add panels to support the increased demand during the Summer, I was told it would be $18,000 for an additional five panels. That is absurd when I only paid $28,000 for the original system of 34 panels. Something is not right here when the cost to add five panels is more than half of the original cost of the system. What I want from Sunpro is to come to my house and investigate where they went wrong. I trusted their word in designing a system to meet my current and future needs, took their advice on what I needed and went with it. Sunpro has failed me and I am looking for answers.

Lost in translation

We had our panels installed in 2018 and for the most part have not had any issues. Now some of the panels have become detached from the roof and slam against the roof when the wind blows. That’s when I discovered Sunpro is now ADT Solar. So I contact them and they can find no records of our installation. Not by address, name, phone number, nothing. They told me that I would have to give them the contract number. So now I have to dig through 3 years of documents. This is unacceptable in this day and age of technology.

ADT solar installation

Jasmine Sanchez was my ADT solar representative. My installation, sales, and service was absolutely amazing. The staff and installation crews were very knowledgeable and professional. Easiest and most quality service I have had to date! I will absolutely recommend them to everyone looking for solar.

Customer Service

The customer service (Ms. Deedra Hayes) was exceptional, and she was with me through the entire process from the start (getting the association's approval to build) to the final inspection and monitoring of the system. Thank you for your kindness and grace working through this install journey.

Customer Service after the fact is almost non-existent

I have had Sunpro (ADT) Solar Panels since 2019. In general, I am happy with the technology and results. Before the company was part of ADT, I was much happier with Customer Service. Since then, It's like a black hole. I've had two issues I've been trying to address for 3 months now. I send email to support@sunpro.com and customersupport@theprocompanies.com. Most of the time, I receive no acknowledgement of the email. Occasionally, I get an email back with a Case #. Then, I have to do weekly email follow ups, that go unacknowledged. When I call, I DO get a person, they DO find my Case and tell me Brittany Evans, the Customer Support manager has my Case and they will ask her to follow up with me. And that Shaun , the Tech Support manager has my technical case, and they will ask him to follow up with me. Two weeks later, no communication from anyone at this company. A couple of times, I've had success by escalating to Marc Jones, the original SunPro owner, now part of SunPro/ADT, but not with these two open cases. They hold the WARRANY on my equipment. When I called 6 days ago, I asked the Call Support rep to inform Brittany and Shaun that if I didn't hear back from them by EOW I would be posting unsatisfactory reviews. ..... no communication. I'd find another company with similar good technology and make sure they have GREAT customer service, because you will need it after the installers are done.

Fixing city code issues

I had my solar system installed. The city inspectors came out on the 6th on September and found that the installer where using outdated codes and they had lower a couple of pannels so that they are 18in from the roof ridge as too they was 15in at the time of inspection. They also found that they need to label one of the boxes with a high power sticker, and secure a conduit with straps. As of this day the only thing the front office keeps telling me is that, some one will be out soon to perform the need repairs. Today 9/30/2022 was told that they are short handed in the electricians to insure all the electrical is perform correctly. They could give me a date on when they would be coming out. I do believe that the product is a great solar system to have installed, but the finishing work is what I'm not happy about at the moment. Just a word of advise is that to insure that you find out what is theclatest codes your municipality is going by and relay that to the crew who is doing the installation. This will save you alot of headaches.

Still no power 4 months after installed and 6 after paying

Paid for 51 panels in march. Installed in June. Still not through inspection and we still need to have the 2-way meter installed. In addition to all of the lost sunshine (it will be October tomorrow and days are much shorter) we have taken 5 days off work to be here for electrician appointments. The salesperson was great and ADT has had tens of thousands of our dollars for months. I am furious with each $300 electric bill I have paid since. I understand that there was a supply chain issue with a needed part right after installation. But now it feels like they have the money and we have the panels so we are very, very low on the priority list. At this point no one is benefiting from those 50 plus panels on the roof :( If you go with ADT don’t just ask about the timing of panels installation. Ask about when they will be functional.

Installers Great! Customer Service Lacking!

The Installers did a great job. The Project Management is terrible. They don’t respond to Emails, phone calls or voice message in an acceptable timeframe. Eventually they do but only after several weeks. This company must be so busy they can’t keep up with the customer service side of business.

Lost Confidence ADT Solar

I had high hopes for this company and it all started out really well. The sales team was very professional, follow-up timely and were a pleasure to work with and little sales pressure. Once that process was complete, things started to unravel. I signed all the sales paperwork on 5-19-22 and awaited the start of the installation. I understand the process of needing permits to get the work performed so I tried to be patient. After following up with the project manager and calling the city independently, I found out what I had been told was not accurate. The company had not filed an application for installation and permits after all, which caused a delay. I attempted to follow the company's protocol of escalating the issue to their customer service area and then to an operations manager/director in Louisiana. After leaving both a message, I never received a phone call or email. The work was started August 4/5th and then an electrician came 2/3 weeks later. After failing the electrician's review, another crew was sent to the house (fairly quickly I must say) and was made ready for city inspection. Well the system failed inspection on 8-30-22 and to be fair it seems that it was tied mostly to the city inspector needing to understand the system better. I sit today nearly a month later and still awaiting for the electrician to meet with the city inspector so that I can start using the solar panels. If the company is listening to this message, you need to hire additional electricians that can be more responsive. I was told that some customers have waited over 6 months for their solar power to be turned on; hardly an excuse I would expect someone from ADT Solar to mention to me. Project management staff need additional training on proper construction management and follow-through with the various projects. Customer service management and directors need to follow-up on escalated concerns from their customers. I advised the PM on this job (early this week) that I would be completing a Google review on Friday (today) if I did not hear anything on scheduling a time for the electrician to meet the city inspector. In a similar fashion, I will be taking additional steps by the end of this month if no further traction is made.

Prolonged wait

Becareful, going with this company very little customer service. My adventure started in the middle of April 2022. I listened to the sales person presentation he was very kind and assured me that he was working for a reputable company. I figured being ADT that they were well known and respected their customers. I signed the contract I was advised within the first couple of weeks that com Ed had approved the permit. Now it was moving into my local county permit phase. The company called me in June to let me know that LG was no longer going to be in the solar panel business and asked if I would be ok with changing to a new company called SILFAB. I said ok they told me those panels were comparable to LG. I waited a few more weeks after that phone call and left phone and emails with my project manager to find out where we were at with the county permit. I received no response at all. I then contacted our sales rep and he told me the reason there was no response is that my project manager had quit. I then received 2 additional phone calls from employees within the company stating that my permit was close to being approved but there had been a issue with the design that ADT had sent the county and ADT was supposedly making the necessary changes and it shouldn't take to long. I called the county to see where the permitting was at they checked their records and said they couldn't find any request for a solar permit for my address! Fast forward to the end of July 2022. I finally was at my wits end and called and said I would like to cancel. They were more than accommodating to that request but that advised me that I would have to pay a 3000.00 cancelation fee for all the work they had already supposedly done. I didn't want to have to pay that cancelation fee so I gave them another month. In that month the person I was dealing with went out on leave for a few weeks so they gave me the account manager name number, if had any issues they could help me. Well I didn't hear from anyone so I tried calling the account manager they never responded to any text or phone calls. I then called the county to see how the permitting was going they had advised me that they to had left several messages with ADT and no one responded to there numerous phone messages and emails. At this point I filed a complaint with the BBB requesting to cancel my contract even if I had to pay the cancellation fee I didn't care I was done. They finally honored that request and today is the last week of September 2022 and everything has finally cancelled. P.S. LG had made it known in February 2022 that they were no longer going to be in the solar business. In April ADT was still offering those panels. Respectfully, Michael Markison

Installation OK. Project management & service failure.

Sales process was simple & online forms were good. Expectations were missed regarding setting a timeline for installation. Installation did happen on the date that was ultimately committed. The installation went OK, appears professional and accurate. Team was pleasant, professional, cleaned up site extremely well. Electrical installation was not to the drawings, however this was for good & accepted reasons. Electricians were friendly & explained what was going on with variance from drawing. Wrong expectations about when power would be out. Failure of main office to communicate to our utility provider (City) regarding inspection, power restore caused us to be without power for 6H when 1H would have been ok. Project manager is not communicating anything about when this will be handled & how. So we have an installation that the City will need to accept in as-built form. We don't know how this will affect timelines and getting our installed system working. I'd like to think this is routine but nobody will respond to me to tell me. It is 3 days after installation. We also want to know if (when) we will be credited back parts & labor for the circuit panel & controller that were not installed; we expect there were included in our price. Office now ignores our emails, calls. Frankly, I'm trying to contact the ADT VP of Solar as experience shows no one local will respond. Considering going to the media next. Finance company has released $71K to the company. I hate to say that it looks like they're "paid and gone", but without communication I can't say anything else.

Solar Install

I just had my panels installed. So far my experience has been a positive one. I was hesitant about adding solar, but after talking with Steve Delgado, I decided to go solar. He is very knowledgeable, and answered all my questions and concerns. The install team was very friendly, professional and did the install much quicker than I anticipated. Steve has come out to my home to show and explain every step of the way. I am now waiting to the PTO, but I would definitely recommend ADT Solar, especially Steve Delgado to anyone looking to install solar. If you are on the fence about it, talk to Steve. He will answer all of your questions honestly and thoroughly.

Service after the sale

My solar system was installed seven years ago One panel has gone bad in that time which took over two months to replace Now the system no longer performs as guaranteed for a solar system that has a twenty five year guarantee We are now over a month since reporting the performance issue with no repair plan Also another panel has gone bad and we were told if would be at least a month before someone would address Beware beware beware If we could go back in time this installation would not have happened

Exceptional service

My experience was amazing. I haven’t been this happy about something since I had my last child almost 13 years ago. These young men were very respectful, efficient and got the job done.

Very happy with this company

We worked with AJ Lu and he was very helpful and a pleasure to work with. AJ explained everything very thoroughly and made us feel confident and comfortable with our decision to save money with ADT solar. We can’t recommend him enough. AJ is definitely the one to work with on your solar solution!

Solar System Reconnection

My Enphase Solar System was disconnected from Austin Energy Grid for over 2 months. I had hard time finding a qualified electrician to perform the reconnection. My Installing Solar Company is out of business. Derek from ADT Solar / Sun Pro Solar was Awesome, he knew exactly what needed to be done to reconnect to the Grid. He made improvements like adding fuses to protect the Enphase Control box. He was on time, communicated well and stayed until the job was finished. If you need Solar System Service, then request Derek.

Great at promising but fails to deliver

I was pleased with the installation but when it came to inspection/permitting everything came to a grinding halt. I have repeatedly been told untruths and have not received return calls. After several delays, I finally got the system inspected - the ADT representative opened my back gate, then did not close it - my dog ran away. I was able to get my dog back but was really disappointed in the lack of attention to detail. It could be the Sunpro solar did a better job, but I really regret going solar with ADT.

Top Notch Service

Starting from our interaction with the salesperson through the install, I've been nothing but impressed with the way ADT has handled our purchase. They are on top of all the details and proactively keep you informed about what o expect and when to expect. Then they do exactly as promised when they say it will be done. You can't do better than ADT Solar.

Nightmare Company and product!

My solar nightmare began when I hired this company. 12 months ago my solar panels were installed. This company has failed to pull the necessary permits with Dominion Energy to hook the panels up to the house. I have been paying for one year for an uncompleted job. Their "financing" credit union pays them without them doing the work so please don't get tangled up with that. There is no communication and on the off chance someone returns a call it will lead to zero progress. I have reported them to the Board of Contractors as well as BBB and Dominion Electric. Don't even let them on your porch to ring your bell!!!

Great company

Installed within 6 weeks. Team did a really good job and our sales rep kept in constant contact through the process. Would recommend so far

Would not use ADT solar if doing again

Panels were placed quicker than expected, but managment turnover caused delays with everything and new manager doesn’t seem to actually being following up on the steps when we make calls ourselves. 2 months in so far can’t use the panels or my battery. At this point, there’s no redemption and I would not recommend ADT solar to anyone else. Also maybe unrealistic, but at the cost and with what I was told initially to actually purchase the system, I didn’t expect daily stress just trying to get a usable system.

DO NOT USE THIS COMPANY

If you want to be lied to repeatedly call this company. I signed up for solar in July 2021 with a completed completion of 90 days. I am over a year into this project and they just got my system up and running in Jy 2022. They sold me 35 panels alleging I would have 100% solar. I have yet to produce over 55% of my energy via these very expensive solar panels....so now I continue to have an FPL bill on top of the solar panel bill. AND now they try to say it could be up to one year before the panels are producing at full productivity. Do yourself a favor and call SunRun...my neighbors did and they are 100 % satisfied and from the time they signed their contract they were fully solar powered in 60 days. Thos is the Worst company to deal with as they only care about getting more and more contracts and will tell you when you realize that you were duped thst you are under contract!!!!!!

Terrible Services and Big delays

On May 2022 we started this process of getting solar panel in our home and now (mid September 2022) we still don't have the system working. First they started with the history that city of kissimmee was still reviewing the plans, I went to the city to check what was happening and they showed me that there was no permit request under my address 3 month ago, when i confronted the customer representative that they assigned to me (Leslie Cruson) she came back with the same history, that she needed to ask and that she could only tell me what was shown in the system. Magically, they installed the whole system (on July 28th), but without the proper approval from the city, them she called again on August 10th to tell me that the permit was about to be approved and that she called the following day to give an update (I'm still waiting for that call). 15 Days ago I called her and she was very upset with my complains (which I think were justified) she told me I would be called the following day to schedule the inspection (i'm waiting for that one either). I have several people that I wanted to refer you to for solar panels but I don't want them to get the same service as me, I decided to contract with you because I thought that ADT was more diligent in the process. I was offered that I was not gonna have a regular utility bill when the first credit payment is due, but I'm worried that's not going to be the case. So here we are mid September with some solar panels in my roof that can not use and a credit that i have to start paying next month.

Horror Experience

The salesman was great presenting the advantage of going Solar. The pros and cons and the tax savings etc. I fell for the Trap and signed the contract in June 2022. Exactly 2 months, i get weekly updates in emails and i was assigned account manager who constantly provided update until the day of Installation which is 08/12/2022. All the HOA approvals went through and had no issues. Until then i was very happy with the experience. Period. 08/12/2022 installation did not happen and they gave a new date which is 1 weekl later which is fine, and it never happened on that day. Instead the electrical showed up and installed the pipes and wires.. and the electrical pipe went next to my Gas line. I asked them if this could be a safety issue and they replied back it will be taken care in Inspection. After a week, the solar got installed. It is now 3 weeks since installation. I received no communication from ADT (Account Manager and his Supervisor), whenever i call the customer support they have one answer that they will reach me in 24-48 hours. I called them atleast 3 or 4 times and it is exactly the same answer. I did not recieve any call from ADT. There is also 60 days that credit union will start billing from the day solar is installed. The solar installer had accidentally dropped the paint on the wall and they promised me it will be fixed, till date within a week and no one called to fix the paint. They gave me number to call and no one picks up when you call. No replies to Text. I spoke again to the customer service (and that is the only number i can even reach): I asked if i have any portal that i can look at the status to track the progress, Answer is NO. Conclusion: I dont know where i stand in the entire process, i have no updates from ADT and no response from Account Manager. I know one for sure, even if there is no power generated from Solar i have to pay the monthly installments.

The Best in the West.

In the world of options, we have the best people behind the best product. Total happiness. No regrets. Randy Johnson