ADT Solar (formerly Sunpro Solar)

So disappointed

This company is awful. They promise to get rid of all your energy costs and sell you this huge system and the loan is so big but you think , I'll never have to pay for electricity again. WRONG. It took over 6 months after I signed the contract to get it installed and it doesn't even cover half my electricity and it isn't even working the last 11 days and they say they don't know when they will be out. but I still have this huge loan. Their service is awful and I found out the overcharged for everything. do not make the same mistake I did. Just go with someone else. This company is awful.

Issues after install

The panels were installed a month ago, installers and electricians did an excellent job minus a little drywall repair needed. Inspection was scheduled for April 20th and the City showed up but the SolarPro team did not and did not respond to phone, voicemail or email contacts. Still no response and we are close to a month later. I have already been sent when my payments on the loan start but cant get anything working without the inspection and the other help that was promised. Based on the installers and the setup I would love to recommend you guys but I am feeling the completion steps need to come first

Amazing work!

My representative Eliza Garcia was amazing very professional , the whole process was a breeze , checked other companies and they did not compete, already referring friends and family!

Painfully slow. Error prone. Limited after sales support.

Signed a contract June 12, 2021. Was told by the sales rep the entire process would take 4-6 months. As of May 2022, I am still not powered up. I've repeatedly been told since December that we were 'very close' only to experience additional delays. While I recognize that some factors are outside of the company's control (e.g., city permits, utility company timelines) I have experienced multiple mistakes by the company causing significant delays including: 1) incorrect system design 2) lack of coordination with the utility company to schedule inspections 3) lack of coordination with the city on design and permitting I've had three different account managers who have provided various levels of service and communication (my current one is great) but my overall feeling is that I'm playing a significant role in the project management to drive things forward. Me reaching out with questions are far too frequently a catalyst to jump-start activity. Upon signing a contract, the CEO sends a boilerplate email asking how he can help and offers to respond to communication. I sent him three separate emails after my project started going off the rails with a detailed, fact-based timeline and requested action from him. He never responded. Given the misleading timeline provided in the sales meeting along with the fact that I have had panels installed but not producing for seven months (depreciating assets and lost ROI) I asked my account manager about financial compensation. I was directed to my sales rep who I've contacted once a month for the past four months without a response. This company has a significant opportunity to improve the customer experience as well as an opportunity to fine-tune its internal procedures to expedite the process. I strongly suggest reviewing alternative companies that provide greater care and personalization to the customer experience.

Client Advocate: Matt Triebel

I am not sure where Matt is located, but he is the best. He was patient, kind, understanding, attentive, responsive, informative, and the list goes on. Not knowing a lot about solar panels and it being such a huge investment/purchase, I was quite overwhelmed by it all. Matt walked me through everything and clearly answered all of my questions. To be completely honest, I was freaking out and he truly put my mind at ease. I sincerely thank him for that. He also gained my respect as he always put my needs as a customer first and it wasn't just about making the sale. He treated me as a person first and foremost. He is quite the professional who is really good at his job. It was a pleasure working with him. It would be great if all client advocates were like him. :-) I truly only have good things to say about him.

Panels were installed on April 6, still waiting on inspection

The panels were installed a month ago, installers and electricians did an excellent job. It's a month later and we still haven't had an inspection. Heep getting the same boilerplate response from our project coordinator, Blah Blah Blah "still waiting on final inspection". Have already been sent a bill for the system, due early June! How am I supposed to recommend your company to others when my system isn't operational a moht after it was installed?

BEWARE!

The salespeople will talk you into a deal where you will end up paying for your current electricity company and for the panels at the same time. My electrical needs are now costing me more per month. Save your money and stay out of this scam.

So far so good

Julie was a fantastic sales representative. Her personal experience with the product made her highly knowledgeable and authentic. Julie walks the talk! She was able to answer all our questions and when there was something more complicated, she followed up right away with her supervisor or readily got back to us. She has remained accessible and is a joy to work with! We look forward to next steps in our process with her as our guide!

No more battery installs?

No one showed up for the appointment made in mid-April to give me an estimate on a new install with Enphase batteries. Nor the next day for another confirmed appointment. Apparently someone at ADT was cancelling the appointments under the mistaken belief that I wanted a battery serviced, when in fact I was wanting a new solar installation WITH battery. Why I waited weeks just for a no-show is apparently a result of bad communication on the part of ADT, and now I have to wonder what getting an ADT system serviced would be like if I actually did need something serviced.

I don't know where to start...

We signed up in December 2021. It is May 3rd. Every inch of the process has been dropped balls, delays, broken promises. I have had to constantly call, text, to ask about my project. I have received a phone call only once during the entire process. This has been the hardest thing I have ever had to do. My system is finally working and the final step is having someone come out to review everything and here I sit waiting. I have taken yet mother day off of work. Can't reach anyone. Again. Another broken promise. It has been an exercise in frustration and disappointment during the entire 6 month process. I'm not going to make public the amount of money that our system cost but it was substantial. Just know that the process will not be easy. Lengthy and frustrating. Be prepared to have to push each step of the way.

Great customer service and smooth transaction

Gabe did a outstanding job by educating us on how the system was going to work and how the payments were going to be for the next 20 years. I feel confident that he explained everything we needed to know, as when the team came to install they were professional and did the the best they could to leave the system looking clean. This made me recommend 2 of my neighbors as i trust Gabe and liked the worked quality that was performed at my house.

So far so good

Seamless process so far. Just had the install and from day one everything has gone great. Now waiting to see about city inspection and how long till we get permission to operate but no complaints at all. Only praise for SunPro

Install and hook-up

All went fantastic ! The team called ahead and was then on time in their arrival. The team was courteous and professional. The install went as scheduled and planned, and everything looks great.

Customer / Product

Jose Lopez at SunPro was simply outstanding in his product knowledge and friendly wholesome approach. He provided all the information we needed to decide on getting solar. I would highly recommend him to anyone looking at getting affordable and cost saving solar.

1ST EXPERIENCE WITH SOLAR

I hadn’t any experience when I decided to try Solar. Jason Anshaw explained how it works and went through all my questions. After installation i experienced 1st hand having the back up battery and solar and being able to still have power when the rest of the neighborhood was without power. Whats more is Jasón walked me through using the app to best use the solar to cover every bit of the normal FPL bill. I even have credits so I owe FPL $0 for the next 2 years. It’s awesome to experience Solar and while it took time to get things done because of overwhelming demand… it’s strongly heading this direction for those who want energy independence, and a better way.

Please stay away from the company, I am still waiting since September 2021 to finish my services. I still can't believe this is happening in America.

WORST COMPANY AND EXPERIENCE

If I could I would give SunPro a negative star...The electricians and installers were all great and communicated better (I need to be honest here, they were really the only ones that communicated to me what was going on and what to expect). As for my "Account manager" = NO FOLLOW UP OR FOLLOW THROUGH. I don't know what my "Account manager" did as she would not respond to txts, emails and voice messages that I left numerous times. I was told that my incentive refunds/payments would be mailed out within 3 -4 weeks (That was back in January 2022) I just received the refunds/payments...This is at the end of April. I txted, emailed and called so many times with no response. I had to call the account manager's supervisor to get a simple question answered. This company will tell you they are 100% there for you and act like they are a premier company with customer service that reflects that as well. Complete lies and total BS.I have been doing a lot of house renovations and have been dealing with a lot of different contractors for electrical, plumbing and even pool renovations. By far I have never...never ever experienced worse customer service and horrible if any communication, no follow up and no follow through. They couldn't get my solar system operational before my first finance payment was due so I called them out on breach of contract. They did reimburse me for the first finance payment and later got my system working after realizing the installers wired the array wrong. What was supposed to be a 2 - 3 day installation and setup became an 8 -10 day install and troubleshooting fiasco. DO NOT USE THIS COMPANY!!! I REGRET USING SUNPRO AND WILL NEVER RECOMMEND THEM!!!

Excellent company

Gabe and his team did an excellent job. They guide me through the process easily and I understood everything. The installation was smooth and very quick. Thanks Gabe for the great job

Lies, Lies, and more Lies.

I'm a disabled person, sunpro solar, now adt solar lied to me and my wife at our kitchen table and lied for the 7 months it took for the to do the installation. We, actually I, went into debt for $73,000. For a system with battery backup to keep our basics going during a blackout (we have medical devices that must work). One of the installers that came out just before the system was activated informed me that in a blackout, only 19 of my 31 panels would actually work because that's all they battery can handle. That's not what I paid $73,000 for. That's not what I was told by the sales team. I've spoken to several lawyers that I could not afford to pay $350 an hour but they were gracious enough to listen to my story. I was told by all 3 that there definitely red flags in the sales teams tactics. First, I have been disabled for 3 years, but at the time, I had not received a disability decision, thus, $0. Income, they asked my wife what she made last year and entered that as MY income. My wife is not on the contract, anywhere, she never signed anything. All three attorneys advised that I should follow up with appropriate governmental agencies, which I am starting now. Sunpro asked what it would take to make me happy, I told them what I would accept, and they would still make a profit on my job. They refused and offered to exchange the IQ7 micro inverters for IQ8's of course it would cost me to do that. After I refused, they said that they would install an additional smaller battery to make the system work as it should have to begin with. I was then informed that they would not be making any more offers. I said ok don't call me back, that's fine. I will proceed with my plan to ruin as much potential business for them as possible. I'm not a vindictive person by nature, but when a business rakes you over the coals, im not going to play nice. The enphase 10k battery that I had installed, enphase sales for $7002. Sunpro charged me $17,000. for. Every single LG panel and micro inverter on my home, I was charged double the price for. I was informed by a previous sunpro employee that told me, you think $17k is bad? They are raising it to $20- $21k. Here's the long and short, I have a quality system, it just won't do what they promised. They committed fraud by saying that I made a certain amount of money that I did not. The appropriate government agencies are about to find out about this. Sunpro was so greedy, that instead of giving me what I asked for (which would still keep them in profit on my job) they have called multiple times with micro offers that I told them to keep. I guess I just lose at this point, but being disabled, and just ran over by a company for nothing but maximum profit has burned my rear. I will now spend a ridiculous amount of time knocking this company down every spare moment I have. If you want solar, great, go for it. Get at least 3 quotes, from LOCAL companies. If you use sunpro, you will regret it. So now they've changed the name to ADT solar, I can only assume it will have the same lousy rating that ADT home security has. Good luck.

Great Sales Representative and Client Advocate

Tristan Ennis our sales representative was awesome! He spent a lot of time with us during our consult. Explaining the project plan as well as different financial options. Tristan was very patient with all of questions and answered with knowledge. In the end we wasn’t able to go solar put simply cause life happens. However even in the end he offered to help any way possible. He was awesome! After life happened we had to cancel the project that’s when we worked with the client Advocate Lara George she was great too! Even though we had went over the 3 day cancel period she still made it happen that’s when you know someone understands you can’t always plan appropriately for the unexpected. We was only able to interact with two people from ADT but it was a friendly, respectful experience. Thank you to both of you!!!

Professional and thorough!

Was very impressed that the solar panel instal portion of my system went as quickly and smoothly as it did. All the materials and supplies were on hand and came together quickly. Very neatly done and I was completely impressed!

Add-On of 10 solar panels

The Electrical Crew and Installation Crew worked very well together and kept me informed as to the procedures to update from a Tier 1 to a Tier 2 solar system.

Efficiency & Quality

My wife and I bought the LG solar panels recommended by our energy specialist, Shaya, for the extreme heat in El Paso, TX. Coordination with Electric Co and installation took place pretty quickly. We appreciated Op mngr Gabriel Ferrer who kept us informed & updated during the whole process. Solar crew Rey, Eddie, Paz & Gabriel did a very good job on the panels, checking with us on panel placement. Electrical crew Sergio and Angel got our existing electrical compliant & updated with the new equipment. All areas were explained thoroughly to us & cleaned up when finished. Edgar, our project mnger, has kept us updated with appointments and steps of the process. We're so happy with our decision to go with ADT Solar & will use them again for future projects.

Professional friendly personnel

DON'T DO IT!

Horrible customer service after signing contract, you have to make sure to record or have some kind of proof of everything salesman promises to have done for you to get the solar system. If any little thing happens and there's no proof Sunpro will try to sell you new services so that you won't get anything promised. Takes them long enough to do the job and yet their customer sevice won't answer calls, text, email or the salesman leaves the job. The worst company for solar.