ADT Solar (formerly Sunpro Solar)

VERY DISAPPOINTED CUSTOMER

If I could get away with rating a zero, I would. The name may have changed, but the same terrible culture still exist. We didn't choose SunPro based on the horrible reviews that we read. We pride ourselves on doing research on companies, but I guess we need further training. ADT Solar acquired SunPro and that's the reason we decided to do business with them. We utilized their security monitoring service for years and was satisfied. Now that we have their solar panels for a couple of months, we have been very disappointed with the mundane services that we have received. We wished we never had panels installed with them. The solar panels are not doing what Cory, the representative promised and he spent 3 hours pitching ADT Solar. Once they are installed, no one returns calls. We are stuck with Goodleap, who is financing the panels, so not only are the panels not doing their job, we have incurred another bill with Goodleap. Also, our electric bill is more now than previously without the panels. They promised $3000 as a rebate for going with them. Also, they promised that if we receive an electric bill, they will reimburse you. They paid one electric bill and we paid the subsequent electric bills. We are still awaiting on return phone calls from the Manager. DO YOUR RESEARCH BEFORE INVESTING WITH THIS ADT SOLAR aka SUNPRO. Additionally, check with your local electric company prior to signing on the dotted line with this company. Select a company that has been in business for a number of years and is knowledgeable about Solar Energy and one that cares about their customers. One that can answer your questions intelligently and not just to obtain your business and leave you alone once the sales is over as did ADT Solar.

Truly the only bad thing I have to say about the company is the salesman that I had for the process (David Moses). During the initial application process, my cousin was living with me and was going to co-sign for the panels. While giving David his information, he submitted the application with my cousins name only and screwed me on the whole process. Promised to reach out to them and fix it to where I was on the loan too. A year goes by and while trying to consolidate debt, I cannot include the solar loan into the consolidation because of him and his hunger just to make money off the sale. Was also rude any time I contacted him after everything was finalized.

Sonia F. & Rene V. came by to check how my solar panels were working for me and it was amazing to see how much energy, beyond my families usage, they were producing. I’m happy to say we’ve gone Solar!

Awesome customer service

Great service, Victor is always available to answer any questions.

Delays And Poor Excuses - They Are Full Of Them

We began our ADT Solar project in late April of 2022, today is 09/06/2022 – and our system is still not operational. The salesman had a great presentation, and from my research, ADT/Sunpro Solar seemed like the perfect fit for us. The financing was easy, the savings we were to receive on our electric bill seemed amazing, and the process seemed very cut/dry. After we signed all of the paperwork, we initially received a visit from EnergyPro. Their technician went through our house with a fine-tooth comb, helped to identify ways we would improve our energy efficiency, and also installed a NEST thermostat for us. We were very impressed with the customer service and thoroughness of the work. The initial solar permit - from the City of Jacksonville - did take nearly two months to receive approval; however, once approved the project got under way. The installation day came, and a sizable crew arrived - electricians, panel installers, etc. Everything seemed to go well so they packed up and stated the next step was to get the electrical and building inspections completed. The first electrical inspection failed, miserably - so then there was a delay to get another electrician out here to fix everything. The second inspection passed. Then the first building inspection also failed - so yet another delay to have a few fixes made. The second inspection passed. However, at this point, we noticed a small leak in the roof, near the panels. ADT Solar sent out a person to look at it, and he stated that it was not the panels that caused the leak. Then we had a separate 3rd party person come out and look, and he stated it was definitely the solar install that created the leak. Either way, we were then informed that we had to get a brand-new roof! I'm simply a homeowner - I'm not a roofing inspector, or a solar panel installer. However, would it not be common sense that if a company is going to install solar panels on your roof that they would first do a full roofing inspection to ensure its condition? Well, ADT Solar does not do that. So then we had delays while we made urgent calls to get roofing bids. We were now really getting frustrated, as we knew that the panels would now need to be removed, a full roof replacement completed, and then the entire solar array put back on. After getting an understanding of ADT Solar's sister roofing company (BuildPro), we agreed to have them do the work. We figured as they are sister companies it should alleviate any unnecessary back and forth with questions and the process would move right along. Well, what I can tell you is that once I received a Customer Advocate from BuildPro (Shirley), it was a whole new world. She communicated frequently and thoroughly with me, as well as working outside of what her job duties most likely entail and got things moving again with ADT Solar. She was/is a God send! So, the day came for the panels to be removed - in order to have the new roof installed - and although the morning weather was beautiful that day, ADT Solar prioritized a new install (instead of taking care of an existing customer), so by the time they were to come to our home, the weather was horrible. I figured our panel removal would simply be moved to the next day - NOPE! Another TWO-WEEK DELAY before we are back on the schedule for the panel removal. Again, our panels still have not been turned on - we have made our first payment on them, and the panels are not even working. (Note: After I called to complain, ADT Solar did agree to reimburse us for the monthly payment(s), until the array is working - but that is not the point - it should not take well over 4 months to get this work done. Our salesperson told us over and over about ADT Solar's reliability, ADT Solar's years of experience/excellence, ADT Solar's great customer service and reliability (note: we are now on our 4th ADT customer service advocate, as their employee turnover is constant.). Again, the salesperson makes everything sound amazing, but the whole experience has been nothing short of a nightmare. You will also be told about a referral program, where you will receive a $35 payment for a referral - and - a bonus program where you will receive $1,000 if a referral turns into an installation... But at this point, based on our experience, I would not recommend ADT Solar to anyone. Yes, their products are great, their warranties are great - but their staffing and ADT's takeover of Sunpro has been / is continuing to be a disaster. I've been informed by multiple individuals that there have been large #s of people laid off, the remaining staff are stretched WAY too thin, and field staff are expected to increase their production with less staff on hand. No wonder the customer service and workmanship suffer. We were "strongly advised", on the down low - by several individuals with ADT Solar - to stay on top of the entire project. To always follow-up with phone calls / emails / any communication possible, as there are a large number of customers going through this exact same trauma / headache / exasperating experience as we are. Maybe sometime in the future their customer service will actually be praiseworthy, their workmanship will pass inspections on the first time through, and they will not have nearly every step of the project(s) filled with delays, delays, delays. But that day is not today - and tomorrow isn't looking good either. In all honesty - at 57 years old - I wrote my very first email ever, in ALL CAPS. This is the frustration level you will currently have with this company. So, you need to ask yourself, is the product quality and product warranty worth your sanity. I would advise against it, as I understand we are not the only customers who are on the breaking point of looking to lawyer up.

Great experience

This company is very good I would recommend anybody that would be interested my person that help me out with Adrian very knowledgeable on what he does very passionate about his work so please I do recommend son Pro which is now ADT

Sales-great, install-okay, follow up-poor

My salesman Jose was great. Explained things properly. Answered questions as I had them, and attempted to "make things right" throughout the process. The install was okay. The panels went up in just a couple of hours. Then the electricians started in. On the first day, the new panel I'd been promised did not appear. Excuses were made. When the next set of electricians arrived, I discovered through them that the first team hadn't finished their work. Same with the third set of electricians. They claimed that the second team hadn't finished their work. When the final electrician came out, he had the same claim. The previous team hadn't finished their work, but he would do it. It would take 3-4 hours and he'd have to cut my power as he rewired my original electrical box to accommodate the "consumption meters." If he could get them in at all. I sent him off before he could get started as a storm was building. As he was cleaning up the work he was able to do, I sent off an email to may salesman, the salesman's boss, and the account manager who was in charge of the installation. In that email, I detailed the information above and asked for a reply. After two weeks, I had no reply. Just a cheery email from that same account manager congratulating me on a great install. I never did received any response to my email from the day of the incomplete installation. I sent another email 10 days laters, which has now been eight days ago. No response the second time either. I would like some sort of communication from some person who has some authority and experience; someone who will listen to the issues and come up with a plan to resolve them. I'm done with excuses and lack of response.

Total incompetents

I did my due diligence and spoke to the sales person at the Home and Garden show. Had an appointment and signed a contract. An associate called me and introduced themselves as the Project Manager - the PM. They were very personable throughout the process, but Sunpro didn't give them the right tools to manage the project. The first documents I received came from Duke Energy indicating that they now new of my project. The PM called and said that the installation was scheduled for April 12. That was the start of my descent into hell. The installers showed up and messed up my neighbors lawn. They spray painted the aluminum extrusions black at my house. Does Sunpro think that black spray paint is going to last 25 years? Why not hard anodize or even better powder coat the aluminum. They told me that they needed to cut a hole in my finished basement ceiling for electrical wires. I had to provide them with a tarp to cover the dust from the hole - they didn't have one. Gave them access to my attic for wiring - didn't have a second ladder, nor did they clean up insulation when they came down. Got a call from the PM that company A was coming to repair my basement ceiling. Looked them up on the net and saw good references. Day before they were to arrive a new PM said no, another company - specialty was plumbing coming to repair the hole. Next, received repeated emails from an unknown person (not known to my PM) requiring my signature. That looked fishy. Finally a person called and identified themselves with Sunpro. Opened the document, and said "OH NO". Misspelled words immediately thought that this was a fishing scam. Ran a check of my stuff to see if it was safe. Can't they even run spell check! Called the PM and asked what this wall about, and they said that they had no involvement with finance. I said are you kidding? You're a PM and not involved with any thing financial! Next financial screw up - Sunpro sold my contract to someone else, who sold it again. I am now with Spectrum Finance. Now the wait - please note the installation date - April 12. I did not a get the IBB inspector to certify my installation for 3 months. (IBB is the inspection company certified by my county for electrical work, I have several stickers for other electrical work)When I asked him in the presence of a Sunpro associate when could he have been here - his answer - one week after installation. One week later the County builder came to check and I received an official certificate from them via FedEx two days after that. Duke Energy changed meters 10 days later. Total time from installation to meter change was over 120 days. According to the PM it should have been done in less than 60 days. Sunpro - now ADT Solar doesn't know how to manage the project.

Worst Customer Service - Use ANY OTHER Solar Company

Absolutely the WORST CUSTOMER service I've ever experienced. They are inefficient and ineffective. Coordination is non-existent. I bought the system outright. I can only imagine how terrible I'd feel if I leased. Installation of the panels went fine. In house checks were fine. After initial interactions, they simply fell apart. I've asked to speak to a manager for 5 months and NO ONE has responded to my requests. GO with ANY other company.

Lack of communication and stressful

So far I have not been able to get problems solved that have been occurring. They say they will get back to me but when they do they still do not have any updated information. My utility bill increased 3X the amount it has ever been since getting the panels installed. I was told the electricity of the solar energy should not be on yet but it is which could me the MAIN reason my utility bill is so high! They are not able to get the permits needed to schedule the inspections required and I do not knowwhy that is. It will take over 3 months for them to give me the funds that they promised me. I was told it would take only a few weeks after installation to receive the funds before signing but after getting the panels installed now I'm told up to 12-16 weeks. Very frustrated and I'm getting sick of calling around and nothing truly getting done. I just need this resolved or come back and get the equipment and I will stay with what I have. It should not be this frustrating to get this project done. Everyone should be on the same page especially if they work for the same company.

Worst experience ever.

If there was a option to give negative rating I would. Do not fall for this scam. The salesman lied me about what all I was getting. The panels have been installed for like 6 months now and they are not yet operational. After 6 months the inspector from county comes to inspect the instillation but the installers from ADT who was supposed to be here did not show up. The installer went without inspecting. ADT’s service is ridiculous. I would not recommend them to anyone.

8 months waiting for the instalation and don't have a final date

Sale and contracting process was fast. They came and installed the panels in 1 day, back in Dec 31,2021. ADT bought SunPro and no one ever return to my house to finish the instalation. We called several times, and no one has an anwer, they only passed the message to Ana Brice (Project Manager) . Every time the answer from her is "We greatly appreciate your patience during this process. I will continue to monitor your project and will reach back out to you next week". 8 months passed and we are still waiting. We don't know a thing about what they did or how they installed all the equiptment. What we know are we have a significant increment in our FPL bill since this instalation start.

Absolutely great

Thank you to Sharon Daum, the installation crew and Mauricio for the great job they performed on my home. You guys are absolutely the best thank you.

Wish a 0 was an option.! HORRIBLE Company!!

It's been 13 months of a nightmare. Sunpro Solar company lied about installing and never got an average usage for the home we just purchased, was told by a rep later it was a best guess to usage(wrong by 17 panels on usage) installing was a nightmare due to no notice on installing after pulling off the job sue to their error and just showed up to install 3 months later without letting us know until they were at the door. Caused $65,000 in damages upon installing the solar and has been a complete disaster trying to get things repaired as well as getting reimbursement checks for what I paid up front even though I put $30k down on the system. It's been 13 months and ADT has since bought Sunpro Solar but they seem to care even less since I go months without communicating with them at least twice a week and what was told to me by the same employees that are still there with the company change act like it's all new information they are getting. RUN AWAY NOW!! Lots of companies out there that do better...

Feeling Cheated

We decided to get solar panels when it was still SunPro Solar. When the solar panels were installed they didn't have all the parts. They told us they would be back in about a week once the parts were in. Over a month later, the panels are all finally hooked up - but not working. It took another 2 weeks to get them working. SunPro did reimburse us for the months that were having to pay both an electric bill and a monthly payment for the panels. We have had to have people out to fix some of the panels one more time after they were finally all installed properly. We were told when we signed all the paperwork that we would get a tax credit for conserving energy, and that if we applied that tax credit to our balance for the solar panels our monthly payments would be lower. This is what truly angers me about our whole experience. We were NOT told that you only get that credit if you have to PAY taxes. If you get a return, you don't get the credit. Now our payments are going to go up substantially because we weren't told everything clearly at the time of signing. We will NOT be referring any friends or family to this company for installation of solar panels. There has GOT to be a better way.

Don't waste your TIME or money!

We signed our contract 3/1/22. Received HOA approval the last week of June. Solar Panels were installed July 1st. I am still waiting on our PTO and it is 8/29/22. Practically 6 MONTHS from when we signed our contract. We signed a tariff application on 3/22/22. This application is good for 90 days. When our solar was installed, this application was already expired. We were told on 7/15/22 that our final inspections had passed and we were waiting on PTO. I started calling every other day starting on 8/8/22. I have not received a call back and we are going on week 4. 8/17/22 I signed another tariff application, as ADT finally figured out their mistake. But I still have not received a call from my project manager, Jeremy Sasser, his supervisor Dusty Fisher or anyone to tell me that they made a mistake. Our solar loan starts next week. Why should we have to pay for that loan when ADT solar is at fault? We signed our contract with Sunpro who was acquired by ADT this year. ADT has been a huge disappointment. Unorganized, horrible customer service and communication. God forbid if I need anything warranty related in the future. Don't waste your time or money!!

Do not use ADT Solar

ADT Solar, formerly know as Sunpro has been the worst experience I have ever had in doing business with any company. Our panels were installed in April and are still not up and running in August. The lack of communication and level of incompetence from the leadership, supervisors and technicians is something I've never witnessed. ADT tried and failed miserably at the solar business and unfortunately I was the test subject. Do not waste your time and money because you will waste both trying to deal with this company.

Very Good

Everything was on time and the salesperson was very respectful. My system has been up and running for 4 months and we've had no issues at all. I have no power bill I get credits on my utility bill every month.

Everything was done in a very professional manner and technicians were very polite and knowledgeable

No rebate

Paid for solar outright in 3 payments. On last payment I asked about the clean energy rebate and was told it was knocked off the top of price. Was not told this when I purchased it nor was in the contract. The rebate certificate was in the contract but now they won't honor it. Also wanting last payment but solar monitoring has been incorrect since it's been on.

Panels not on yet.

We have had our panels installed a month now and have not been able to turn on. We keep getting told that they are waiting on city Inspection. But I checked with a friend who had Solar panels installed by another company and he was up and running within 2 weeks of installation completion. I now wish I had went with my friends Solar Company instead of ADT Sunpro Solar! STILL WAITING!!!

REGRET!!!

We purchased solar panels back in 12/2020 from Sun Pro Solar before they were ADT Solar. The sales person assured my husband that our power bill with panels would be $10 - $20 a month. We are now in 08/2022 and we've only had a few bills in that range. During peak usage summer and winter months I now have a $156 loan payment for these panels in addition to $150 -$170 electric bills. It's costing me more than before we had solar panels!!! We've also had a recent issue with many of the micro-inverters being off due to a tripped breaker that's stuck in off and have been waiting a week for a call from someone to come out and fix this so bill will just keep going up. I regret purchasing this system more than I can express. We're located in GA and anyone that asks about our panels, I tell them about our awful experience and strongly encourage them not to go this route.

Instal team was on time and tomas romo kept me informed throughout

Lack of customer service skills

We signed up for Solar in May it took HOA until July to give approval. ADT hounded for the approval letter, and once they got the letter they refuse to call us back or even reach out. We have called 22 days in a row leaving messages and emails with absolutely no response from Wesley, who we are told every time he was on vacation weeks ago and will call us back which he still has not. They even gave us the number for someone above him and she refused to call us back. This is terrible service who cares so little about their customers to atleast give a call back or a simple email. We still have no idea if and when it will be installed.

Not responding to customer

I signed the contract on the month of May and since the day I signed the contract I hardly got the update once or twice on the project status after that there is no update from any one. I am trying to reach the respective account manager and the sales person and no one responded to my call or my email. There is no clear explanation of what’s going on with the project and no one bothered to give an update.