ADT Solar (formerly Sunpro Solar)

Service and Communication are lacking

I bought this system 6 months ago and they still have not turned the system on, they have no commination to the customer after they get your money. Do not pay them before the panels are installed, as you will never see them again and they will not let you know the status of the system, instead you must call them and plead to get you system turned on. This was a lot of money and they refuse to communicate or turn the thing on.

Still waiting

I purchased a monitor for my solar panels because my old one went out. I paid for it in full and no one can till me when a technician will come out to install it. You cannot talk to a supervisor or to the local office all you is call centers in who knows where. I really need this monitor because as of two months ago my sales back to Entergy has gone to nothing. So this is costing me money. ADT customer service is a joke.

The Stuff of Nightmares

ADT solar purchased Sunpro last year, and our solar project became the stuff of nightmares. They started that merger like every corporate monster - by firing everyone and refusing to honor agreements made by former reps. It took us the better part of a year to receive reimbursement we had agreed to in writing for a tree removal completed prior to installation. Permit requests were lost, staff were rude and unhelpful in getting those done, and local offices repeatedly made clerical errors leading to delays. Our original install date was supposed to be in may or June of 2022, and we finally received our panels on September of 2022. There’s where the real fun begins! All through the winter of ‘22 and ‘23 we had a persistent leak in our roof. We had ADT out 6 or 7 times to repair it, with the issue worsening each time. We have continued this process all summer of 2023 and have finally received confirmation our roof will be replaced. However, more scheduling and clerical issues have led to an upcoming rainy weekend - and NO roof replacement. Buy solar panels. The panels themselves are great! But stay faaaaar away from ADT Solar if you don’t want 15 months of clerical nightmares and a leaky roof.

SCAM, salesperson lied.

We were told that if we produced more energy via solar panels than we consumed in electercity, we would not pay anything in electric bill. LIES! According to our meter readings, our lifetime usage thus far has been 76.5 MWh produced thru solar panels, and 72.4 MWh consumed in electricity. Thats a net plus of +4.1 MWh. Clearly, we produce more than we consume, yet we are still paying on a light bill. How is that? Well, solar is a SCAM, thats how. Especially Sunpro.

Remember, you asked...

Not sure how much space I have so I'll be brief. Terrible. Like, shockingly so Original Salesperson told 5 significant lies. - No longer with ADT Second salesperson did his best but basically had to sell a second system to make it work as first salesperson stated - No longer with ADT Have had 4 different "coordinators" - no warning, they just changed. I assume some left ADT Promised the following - sunlight backup - not possible with original system second electrical panel if needed - was told I didn't need it, then I did, then I'd have to pay for it 70 percent offset conservatively - not possible with original system free insulation in attic - not delivered and not likely to be ADT seemed unfamiliar with the requirements regarding the meter and disconnect therefore requiring multiple trips from Utility - and related fees waited months for reimbursement for those fees little things like ... "well, since we started your project we don't do that anymore." So what, you did when I bought from you. installation crew had to leave and reschedule 3 times due to misunderstandings between sales and engineers .. and utility. and so so much more ... what a beating.

Beware

I have had nothing but problems since installation. I did above ground installation and the quality of the material is cheap. Installation day the trench digger broke at the very beginning of the job. I called the guy that sold them to me and he contacted his manager so that a trench digger could be rented because the workers were not digging deep enough by shovel for the wiring that was going from house to the panels. I never heard back and they would not answer my call. I have had solar panels fly off in windy days because they were not screwed in tight enough, the holes were not deep enough to keep the mount in the ground. They knew that the installation needed to be redone and i have called multiple times to get this fixed and they just leave me on hold. More than half of my panels are broken and the mount is leaning and will eventually will fall. Do not do business with this company. I would give this business 0 stars if I could but it makes me give 1 star.

Excellent service

The crew arrived early, and were very efficient and polite.

Do not recommend

ADT failed to meet my expectations. The installation took an excessive three months and the trenching in my backyard was of poor quality, as shown in the attached picture. The promised installation of correct light bulbs and an air-sealed test did not occur. Despite contacting supervisor David Ortega, he made promises to provide answers but failed to follow through.

Great Interaction

All started off great in regards to our experience in meeting with the sales rep. Things started to go sideways due to the lack of communications, but positive action was taken to improve all. My current impression is extremely high and the installation crew and scheduling department are stellar! ADT Solar has earned my highest recommendation and the closer we get to my system being on-line the higher regard I have for the entre team!

The installation crew called before they arrived. They were efficient and courteous. They explained what was installed and that an inspection was the next step. I wish the company would be more transparent on what steps are required to get connected with the power company. I was fearful I would unwittingly delay the process because the next steps were not clear.

Great customer service

We had ADT Solar install our 47 panels last year. There was a glitch to get PTO ( permission to operate) but ADT made my monthly payments until the issue was resolved I could not have been more satisfied with my customer service representative who was relentless in solving the issue. My panels are producing power exactly as shown in my presentation I would recommend ADT without hesitation.

Very poor scheduling and customer service

Initial Contract was handled somewhat well (compared to other solar companies I did not use) but the payments were weird compared to a usual construction contract. (I paid cash and was totally glad i did not finance!) Contract signed in December, Lots of emails about nonsense for the next 3 months and oh by the way you need to upgrade you electric before we start. Team showed up to install in July and finished in 1.5 days. Good work . Needs city inspection. Done 2 weeks later (some on me). Radio silence. Phones went dead, texts returned undeliverable. emails not answered. Found out back door some reorganization. Could not get turn on until Ameren notified. Sent wrong system. Sent stuff to sign but looked fake so delayed another month (no email/text to explain). Finally got approval from Ameren who will be here in Mid October to turn on. Whew what a mess. Make sure you get dates in contract and pay AFTER work is done and system turned on or say NO to sales person. Price was good. If you finance make sure finance NOT paid until work done. 10 months of interest payments and no electricity would have made me boil over.

If I had to do it again, I would NOT choose ADT

I initially signed with SunPro to have our solar panel system installed. Shortly after entering into a contract with SunPro the company was sold to ADT. This is when the issues started. The panels were on my roof for 18 months before the system was active. After about a year FINALLY had our first inspection. The plans that were submitted to the county did not match the actual system that was installed, so we failed our first inspection. In each case, ADT assured me that the plans would be updated to match the work that was done and resubmitted to the county. Another 4 failed inspections for the same issue later, I opened a complaint with the BBB and ADT finally got things working. After the system was finally activated, I noticed a large discrepancy between the amount of power the system said it was sending pack to the grid versus what the power company claimed. It turns out ADT installed the CT sensor in the wrong place and it wasn't reporting the power that the air conditioner was using - not an insignificant amount of power here in Florida. It took nearly a month to get someone from ADT to resolve this issue. A few weeks later roughly half of the inverters in my system stopped reporting to the gateway. I called ADT to report the issue on May 15, 2023. I called ADT once a week but the number takes you to a call center where the representatives can only enter information and check the status. After 7 weeks of this, I created another complaint with the BBB and ADT responded. It took 5 visits to get the issue fixed. Each visit was a different technician with a different reason for the problems and the "fix" would last a day or two before roughly half of the inverters went offline again. I finally managed to get someone from ADT on the phone (not a call center) and she informed me that there should only be 13 panels/inverters on each breaker. It turns out ADT installed 20 panels on one breaker and that kept tripping the breaker. When the tech came out after I spoke with ADT, I had to communicate the problem to the tech - ADT apparently does not believe in internal communications. After 4 months, I have a fully operational system again. I truly hope it continues to work without issues because dealing with ADT is terrible. They are slow to respond, don't communicate internally and generally don't seem to know what they're doing. Had I known that ADT would be purchasing SunPro I would have picked a different installer/provider. We previously had ADT for our home alarm and customer service was just as bad for that, so we switched to another provider years ago. It's a shame that a company as large as ADT with the corresponding resources does such a a poor job. A coworker went with another provider and had a fully functional, trouble-free system installed in less than a month. Do yourself a favor and avoid ADT.

Paid them in May installed in Aug and still not turned on!

They told us 9 weeks, installed in 1 day, needed to update plans to county, took 3 weeks, lied about that said submitted right away. They told me they were waiting for the county and the energy company to call ADT to schedule inspection and commissioning of Solar. Both those were lies. I wasted half a day, calling all these people and they said ADT didn't reach out about inspection or commissioning and sent me their last communication. Tried emailed updated drawings the day I complained 3 weeks later and now it may be another 6 to 8 weeks to schedule anything. Won't give out phone numbers, last names, won't even overnight drawings to the county because they aren't allowed to. Find another company, sold it wrong to begin with. The only pleasant experience was with installing the project. Not happy at all. Just get the run around and false information!

Don't believe the lies

There is no saving going solar. We were lied to. We were told we would save an average of $1200 a year. Last year we lost $1,300. They lie and say we would be 94% energy independent. We never went over 60% in a month. You note have to add in the cost of the panels which will now put you over what you paid the year before. Don't let them fool you or scam you. It will take 20 years to pay off those panels. It's all a big scam. I filled a complaint with the BBB of course they lied and tried to backtrack.

Untrue on pricing

With Sunpro, we had no issues. Great service, easily accessable, always helpful with answers. After ADT bought it, we've been unable to receive answers or a call back about adding services. The biggest frustration is that our main selling point was that the price would never change. Even over 30 years paying the loan, it would always be the same and we've NEVER missed a payment. We received word last month that it would be increasing nearly $70 and they refused to give straight answers or show us where or why. It has gone up now and we're paying MORE than what our electric used to be and are stuck with it. Very deceptive on pricing and absolutely no customer service. I like solar, but I would not recommend ADT.

Unbelievably bad customer service

The worst customer service I have ever experienced. This company gets paid for the install by the finance company and then completely drops the ball. It took over a year to get connected to the grid. My system failed inspection and no one fixed the issue before the permit expired. Once a permit expires you have to refile for a permit then we were hit with a hurricane. 6 case workers in the customer service dept later and a year later they finally came out and passed inspection. I am happy with my system now that it is connected but I wish I went with another installer.

Review

My wife and were greatly impressed with the professionalism of Jon in charleston SC and on time service provided by the ADT team. We will be pleased to tell family and friends about our new adventure. Thanks again

Don’t go with Adt

Bunch of lies. First, Michael Peet lied to me and 3 other customer I referred to him. Second, miscalculated they amount of panels. Third, we aren’t saving money at all. Forth, customer service unprofessional. I just called last week and this new rep was trying to sell me 10 panels to get more power but it would be an xtra $150 plus previous panels and electric bill. This is a scam. I would like to start over again without solar panels.

Failure after failure, worst experience imaginable!

I had 2 properties getting panels. Both took a year and had so many failures. I paid cash and found out 5 months in that I was charged almost double the amount for panels as they utility company said they installed way too many for my house size. It took 6 months to get a refund. They also incorrectly added panels to a porch and it took months to get them off. I had to pay personally to get the damage repaired. I was so frustrated that I wished I had never started this project. Avoid ADT at all costs!

Pay Us Before operational

Be careful. ADT considered installation complete when panels are installed and want full payment before operational. It has been over 30 days since panels were installed and we are still not operational. I have heard nothing from ADT in weeks. We are waiting for Duke Energy to inspect. Is. There follow up from ADT to find a date for inspection? No! Now a Hurrican hits so no telling how long it will be before inspection. ADT has been fully paid so there is no sense of urgency. If there was 20% held back until Duke approves, there would be urgency. Don’t purchase without a revised agreement. Make sure you understand the contract before you purchase. Again! Their idea of installation is when they finished installing panels. Not when operational.

ADT solar

I have been pretty disappointed in the quality of their product and service. The installation took about 2-3 months longer than what we were told at the time of the sale and we have had several issues since the installation. The installer damaged our generator, they left screws, zip ties, and chalk marks on our home. We were promised that our system would be monitored and yet less than a month after they told us our system was running as expected, we received an electric bill of over $600. We then went online to discover our system had not been running for weeks. They did send a repairman, showing us the main system wiring had come loose because of poor installation but after more than a week we still have not heard from "management" to discuss reimbursement for the past 2 electric bills.

Do not buy anything from this company!!!

These people take advantage of customers. My brother-in-law recommended the salesman MICHAEL PEET, he came to my house in November and did the calculations. The installation was in January and while it was cold everything was going very well. When the high temperatures began, the problems began. My georgia power bill is still high, we have called everyone at this company to get them to fix the problem and no one answers. The salesman MICHAEL PEET has disappeared from the face of the earth. We contacted Enphase and they confirmed that the seller made his calculations wrong and the number of boards installed in my house are not enough to cover the cost of power. Now we have the Georgia Power bill and the ADT Solar bill. EVERYONE WHO SIGNED THE CONTRACT WITH MICHAEL PEET IS IN THE SAME SITUATION. Don't believe anything ADT SOLAR employees tell you, they take advantage of everyone!!!!!

Very Good Customer Service

{I know that this is a very long review to read but, if you are truly interested in getting solar panels or batteries, it will be well worth it for you to read all of it. It is a COMPLETE accounting of the problems and process that I encountered during the process of having solar panels installed and then having solar batteries installed at a later date. I have covered the information regarding both installations and the situations involved.} I have been meaning to write this review for quite a while now but, I wanted to wait until everything was completed and installed and tested in real time. I had only solar panels installed in the beginning. The total process was easy from signing up to all the way through installation, however it was long. {Please remember that COVID-19 took place during the majority of this timeframe. COVID-19 played a large part in keeping companies from having enough employees to do the work and caused paperwork to take longer getting approval signatures. Some individuals were working from home.} The person that came to my house and did my paperwork, Godfrey Jackson, back on 8 July 2021, was a very easy person to talk with. He asked all the right questions, and he prepared the initial financing paperwork for what I needed. He was available throughout the whole process of installation and turning on the system. The team of installers were very proficient, courteous, and kept me informed throughout the installation. As I stated, the paperwork began on 8 July 2021 with my finance company giving approval for the initial information provided by Godfrey. My paperwork was then submitted to Sunpro Solar who then started the process of verifying the correct items that I needed were available and writing up the actual paperwork for the finance company. My actual loan was approved, and I signed it on 28 August 2021. When the installers arrived around the middle of September, a problem was discovered with the paperwork. No one got upset that they could not start work right then or that they made the trip for nothing. It was just a paperwork problem that had to be corrected back at the office. As with most paperwork that deals with cooperation between two different companies, Sunpro Solar (name of ADT Solar before it was combined with ADT) and the electric company that provides my power (Okefenoke Rural Electric Membership Corporation), it took a while for the correction to be made and for all the signatures to be obtained. The change order was input on 16 September 2021. On 30 September 2021, my loan paperwork with the finance company was adjusted showing the new information. On 4 November 2021, the change order was approved by all parties. The installation of my solar panels and other required equipment were then able to be scheduled and installed onto my house. Once they were installed, the county inspector came out to give his approval and then Okefenoke Rural Electric Membership Corporation (OREMC) came out and installed the new meter. On 23 November 2021, I was notified by Sunpro Solar that OREMC had given their approval for the activation of my solar panels. As with any new electrical additions such as this, there are a few glitches that sometimes still need to be worked out. This was one of those times. However, this was during the holiday season (Thanksgiving and Christmas and New Years) so I was not that concerned about speeding to completion. Did I contact Sunpro Solar personnel about the delay? Yes. I must confess that I did. But I am a widower, have 4 boys (in their 40’s now), and I remember how it is at this time of year. That, along with COVID-19 in the mix of things, I held off on major complaints. During the solar panels’ installation, my contact personnel with Sunpro Solar were Leslie Brambila and Dennis Valentin. They were there for me and helped me make it through the holidays. My solar panels were completely operational on 28 January 2022. From that date on, the solar panels have worked great, and I have been very happy with the free energy that the sun is giving me. (Note: During this time, Sunpro Solar became ADT Solar when it joined ADT.) After having the solar panels for a while and after looking over my monthly electrical bill more closely, I started thinking about adding solar batteries to my setup to capture and save some of that extra energy that my solar panels are capturing. At that time, any extra energy that the solar panels were collecting was being sold back to OREMC. However, what OREMC was paying me was only a fraction of what I was paying them for electricity. That is when I decided to check into what I could do to save some of that excess energy for myself. On 16 June 2022, I completed paperwork with Godfrey Jackson to have 2 batteries financed for adding to my solar panel system. On that same day, the finance company gave an initial approval for the loan. Since it was just adding batteries to the system, not as much paperwork was needed and the official contract with the finance company was signed on 16 June 2022. The first step in the process was to decide what parts of the house would be connected to the batteries. In other words, what parts of the house would operate using the batteries whenever electrical power from OREMC was unavailable. Most were easy to decide with one exception. I live in the country and have a well. The well pump was on a circuit with other items. The circuit breaker for those items is in a separate breaker box in a different location. That meant that a new power line from the well pump had to be run to the breaker box where the solar panel system was connected. Even though the battery installation is a simple addition to the system, since it deals with power it needs OREMC’s approval for the setup. It took several months for ADT Solar and OREMC to agree on how the circuit breaker connections should be made for the solar batteries. After the breaker box connections were agreed to, ADT Solar was then able to start the process of scheduling the installation. First, they had to verify that all items needed for the installation were available. This is where another snag caused a delay. One of the items needed was not available. ADT Solar did receive the needed part in January 2023 and started installing the batteries. However, before they completed the installation of the batteries, ADT Solar discovered that my loan approval had lapsed due to the amount of time waiting for the unavailable part. ADT Solar had to wait until I could get new financing before they could complete the installation. It took a while; but new financing was obtained, and installation of batteries was completed on 12 June 2023. This was a very long process, and I would not have been able to keep my cool or sanity if it had not been for one person – Brandy Knighton, ADT Solar, Account Manager. Starting on 16 June 2022 (the day of my initial paperwork for the batteries) to 12 June 2023 (day the batteries were installed and turned on), Brandy has been there for me, assisting me all the way. She gave me my official greeting to ADT Solar. She kept me up-to-date for any and all delays. She also thoroughly explained the reasons for any delays. Most importantly though is that she contacted various personnel throughout ADT Solar to get information for me regarding my problems. She was always there for me (and still is) and fought for me to get answers quickly. Her help kept me from losing my cool at various times. She is someone to ask for when you decide that you want solar panels or batteries. ADT Solar needs to make clones of her, so that she can assist everyone. **Note: As I stated at the very beginning of this review, I waited until after I could test the system in order to give a true account of how good or bad it is. I can now state that it works as advertised and then some. So, it is GOOD! Our area has lost power several times in the past 2 months. Some of those times, it was just for 15 or 20 minutes. Another time it was for an hour. Each time we lost power, the batteries started operating immediately. If we were in a room with lights on that were connected to the batteries, we did not realize that we lost power until we looked elsewhere. One of those times that we lost power was due to Hurricane/Tropical Storm Idalia. The power was off for several hours and everything worked exactly how they were supposed to work. We had power and water. We had what we needed.**

Don't do it

I bought solar panels from sun pro that is now ADT. I have saved zero money and actually my bill has increased. I called customer service and they told me it's my problem and hung up on me. They have no interest in getting down to the problem. Since buying solar my bill has increased by at least one hundred dollars. So unless you just want another bill to pay I highly recommend not buying solar further more If you do I recommend not buying from ADT.