ADT Solar (formerly Sunpro Solar)

5/24/2022 =5 months still no solar.

My experience has been so bad, I don’t even want the home anymore. I have never felt so cheated. This is five months and still no service. I have received little to no communication, after many attempts. Always a different person that knows all about it until there confronted with when, why, or did you. Note in my case it’s as if they own my house, and not me. This company has taken advantage of my situation and has kept me in the dark and out of the loop. I asked to be called and I am ignored and am lucky to get any response at all but occasionally an email. One solar panel has cost 2 months of production. The first was the need to add 1 panel so 12 to 13. This takes weeks for the change of order to install 13 panels on work order but, only 12 were installed. I was told that I didn't want to make too much power because it could hurt me, really? I was told that I don't want to make all this power because they would be selling it to my neighbors at a high cost, yeah? That hurts me how? I mean, I pay the same price as my neighbor so, I'm a little smarter than the numbers guy. I was charged an unreasonable amount for my roof. Have a hole in my ceiling. Received 2 hundred dollars for the damage and I wasn't informed of the damage. I informed their supervisor of the hole after the crew left while the supervisor was gone. It took 6 weeks to get pictures of the repair work after my insurance renewed without coverage for the roof and solar. So out of pocket for that, it won't be added into my escrow till next year. That cost me now and another year also. There were nails left in the facial board through aluminum so leave the nail or whatever. Demand for new decking under all solar panels didn't happen. My thermostat inside didn't work for whatever reason and was left. That could have paid for the one panel after up two months. Two months, 350 dollar panel two months in time and leave a worthless 200 plus dollar thermostat on the floor. I also have a mobile home and a picture of a broken truss. The roof decking mounts to this piece. They have shown up unannounced and interrupted me while asleep. I woke up with sales person in my living room waiting for me to sign the contract straight out of bed. Monday morning. Yes in my living room. Had this person there in the morning like this on multiple occasions. Sign the contract and she turned ghost somehow also got me to sign the loan and ADT got paid. Oh those months I was supposed to get a break from payments well ADT has taken that time and I will be making a payment before my system is running. They might have Twelve hours labor at my home and it has taken five months and still waiting. What is my next move? I am treated like someone that's already paid. I can’t communicate with them and they won’t communicate with me. I am on medication and was unable to walk and check on them and they left my home unfinished and on the back burner so ya speak. Will ADT call me? Do they care? Do I feel comfortable in my home? There are way more instances in this case but my blood pressure is high and I am furious. 18k for my roof a 28x78 mobile home shingle roof a job priced 10k more than I could have paid if it was local, like I thought, like an all under one roof company one stop for everything and I’m writing this because only way to get their attention. But Monday morning can be there first thing for that signature! ADT yep got my back. They are gonna take of everything? Really they lied and cheated me and insulted my character in so many ways. They can take what they have done and stay away from me for life. The company has done nothing to benefit me rather damaged what I had. But they got paid. Home owner, Richard Cooper Hahira, Georgia

SOLAR

I SIGNED UP WITH THIS COMPANY INITIALLY IN MARCH 2022. OUR SALES REP ROBERT WAS VERY THOROUGH AND EXPLAINED THE PROCESS OF HOW EVERYTHING SHOULD WORK. WE THEN WAITED FOR MONTHS UNTIL JUNE TO HAVE OUR PANELS INSTALLED THINKING WE WOULD BE UP AND RUNNING SHORTLY AFTER. IN JUNE, I STARTED RECIEVING MY BILL FOR THE SOLAR PANELS WHICH I WAS TOLD I WOULD BE REIMBURSED FOR BECAUSE I WOULD NEVER HAVE TO PAY MY ELECTRIC BILL AND SOLAR BILL. I HAVE BEEN PAYING BOTH MY ELECTRIC BILL AND MY SOLAR BILL SINCE JUNE AND HAVING TO WAIT MONTHS TO REQUEST A REIMBURSEMENT AND ACTUALLY RECIEVE A REFUND. ON OCTOBER 14TH WE FINALLY GOT PERMISSION TO OPERATE BUT I STILL RECIEVED A BILL DUE TO IT OBVISOULY BEING A BILL FOR THE PREVIOUS BILLING CYCLE. I AM NOW BEING TOLD THAT I WILL NOT BE REFUNDED THE MONEY AS PROMISED BECAUSE WE GOT PERMISSION TO OPERATE. THIS COMPANY HAS BEEN NOTHING BUT A HASSEL TO DEAL WITH AND TIME CONSUMING AS I FEEL I HAVE TO FIGHT FOR MY MONEY. THEY EXPECT PEOPLE TO PAY $800 FOR SOLAR AND ELECTRIC DUE TO THEIR SIGNIFICANT DELAYS. PLEASE THINK TWICE BEFORE EVENT THINKING ABOUT GOING SOLAR WITH THIS COMPANY AS THEY ARE NOT HOLDING UP TO THEIR END OF THE BARGAIN. OBVIOUSLY, WE DID NOT GO SOLAR TO SPEND ALMOST $1000 PAYING OUR UTILITY COMPANY FOR ELECTRIC AND THE SOLAR COMPANY FOR SOLAR THAT HAS NOT BEEN EFFECTIVE UNTIL A WEEK AGO. I FEEL LIKE I HAVE TO CONSTANTLY REACH OUT WITHOUT TIMELY TURN AROUND TIME. DO NOT RECCOMMEND THIS COMPANY AT ALL!!

Worst experience with a company ever!

We had the most terrible experience with ADT Solar! Awful customer service, communication, management and quality. I would not recommend them to my worst enemy! Over 7 months to get the system up and working! Workers cut my power, cable and irrigation! They even urinated on my property in broad daylight! I endured at least 24 different issues with this company. They caused me great stress. Here are the latest mistakes made by Sunpro/ADT Solar on my solar installation as of 9/2122: A) Half, or 24 of 48 of my solar panels were not working on a brand new install That is pathetic! B) This company knew that half of the panels were not working on a brand new system that was promised to be working in March! ADT told me that the panels wouldn’t be fixed until the end of September! That is certainly not being responsive to a customer that has had all these issues getting solar panels working! 7 months! Really! C)Noor, one of the account manager supervisors assigned to my case, told me that she would see that the solar permit was submitted to my power company. I waited 3 days and it still had not been submitted, so I submitted it myself. Another promise made and broken from your poor customer service personnel. D)Vince said he would take over and work with me to resolve the many issues on my project. I sent him pictures of the latest broken pipe issue on the 7th Sept and asked him to contact me but he never did. Ghosting customers is never good policy. E) As stated above, our gardener just noticed massive water pipe breakage due to your company’s negligence. He fixed fix all the broken lines and I included 2 bills. Half, 24 of 48 solar panels are not working on this brand new install, Candy informed me on Friday. I will need to pay someone to be there to supervise the repair. Really?! This company’s crew can’t even install the solar panels correctly? So to sum up, I have at least 24 issues with my solar installation. The company has sent me 2 gift cards and Candy says a third is on its way. Those do not even begin to make up for all the anxiety, stress, time and effort I have experienced to to this botched solar installation. 1) I signed the contact in January ‘22. It was supposed to be installed on roof in March. You folks came out three separate days to try to install it. We had to change our schedules 3 different days only to be told that they could not do a roof install. 2) I was very upset and was put in touch with Neal. We decided to do a ground install. He was kind enough to tell us for all our trouble and delay that he would charge me the roof price for a ground install. Neal personally came out to tell me where the install would happen so I could move any shrubs in the way and call to have all utilities marked, which I did. I paid around $35,000 to you in March. The ground install could not happen for two months so I lost two months interest on that money. 3) We had to leave for Vermont when the ground install was scheduled so had to pay someone to be at house during install. I was told install would be 1 to 2 days. It took over a week, so that’s 5 days I had to pay a worker to babysit a job that was supposed to be finished in March! 4) ADT’s crew first cut the power line to our house, leaving the house hot for about 4 hours. Then they cut the Xfinity line leaving our house unprotected by alarm and cameras when no one was there! Your workers said both were not marked. I was not there so don’t know what the truth is. I do know One of the workers told Donna Sunpro would take care of getting Xfinity out to fix it ASAP. Well, that did not happen! 24 hours passed before I called Xfinity myself. Brian also called around the same time and a crew was dispatched but this company really needs to communicate clearly with the customer and this repeatedly has not happened. 5) We went out to speak with one of the workers on a Friday in May and saw him peeing on our property! C’mon! Where is this company’s professionalism???! 6) There was no supervisor the whole time M-F the crew was working. Again, not professional. Who knows what else that crew could have been doing on my property. 7) The crew destroyed one of my shrubs and tore up my grass without my permission. 8) Brian and the crew told us on a Wednesday that they did not have the parts to finish the job and did not know when they would arrive. Seriously! What professional company tells a customer their project is all ready to be completed in 1 to 2 days as Spencer told me and then does not have the parts to complete the job!! Or not know when the parts will be in? 9)Brian, the supervisor told us the crew would be working on Memorial Day so I paid a worker double to come in. But they did not show up. Again, total lack of accurate communication with client and very unprofessional. 10) Sunpro/ADT told me the solar would be up and running in March, so that is 5 months of higher electric bills because of the company’s delays. The concrete they used was uneven, unsafe and full of holes. It needed to be redone and have all the chunks left all over my property removed. Again, where is the supervision and professionalism of this company? They did repair it eventually, but really? 12) Noor, who is supposed to be dealing with my complaints as a customer seems put out that I am bringing them to her attention. She says I have “been bashing” her. I don’t need that from a person whose job is to resolve customer complaints. None of this is personal. I just want a working solar system and to be fairly compensated for all the unprofessional screw ups, delays and lack of communication that has been repeatedly happening since March! 13)All of this has caused great stress on me, my spouse and our relationship. In short, this job has been botched so many times in so many ways! What a horrendous experience with this company!

Deceptive Trade Practice

I was convinced to purchase solar panels after speaking to a sales representative because he (sales Rep) told me that I would get a tax credit of $6,000 and incentives such as discounts on my electric bill lower monthly payments, and no cost to the electric bill. I later learned that everything the sales rep told me was a lie. I immediately called SunPro and asked that they remove the panels because I was not happy learning that the panels were sold at a much higher price than I was told I would pay, the tax credit is NOT at all work as explained, and learned that I would still have an electric bill bring my monthly payment tighter than what I pay without solar. SunPro responded, that they would not pick up the panels and stated that I am responsible for the panels because they already got paid. I reported them to the BBB, OAG, and several attorneys, Local agencies. I am pending review and will see what happens.

Waiting for installation...

Well, what started out as a great experience has turned into the worst experience ever. We signed the contract back in May/June; had regular updates on the status between Excel energy and Broomfield County. We've signed paperwork from Excel and the finance company. And now, NOTHING! we can't get any updates and have no clue when the panels will go up. When we call customer service we don't get called back and if we do they tell us we need to sign something from Excel. And then we get from Excel what we have already signed. At this point we are completely fed up and looking to seek legal advice on how we can handle this going forward. A phone call from someone higher up than the front line customer service and that someone can actually give us honest information would be appreciated. What was going to be and August/September installation is now close to the end of October. Totally UNACCEPTABLE!

NIGHTMARE

The whole process with this company has been a nightmare. The panels were installed in December of last year, 2021. It took until mid September 2022 to finally get the electric company approval to turn them on due to the fact that Sunpro/ADT couldn't follow through with paper work. The panels were turned on for less than two weeks and on 9-/30/2022 we get a tropical storm with wind gusts up to 50 MHP. We were told and the industry standard is that panels would hold in up to 140 mph wind guts. That is what Sunpro told us any how. Well during the tropical storm 4 of the panels came flying off the roof and another panel was damaged in the process. One panel put a small whole on the front of the roof as it flew over the house. They tell us we need to go through out insurance company to replace the panels?!!!! The were obviously not installed correctly and we want someone to acknowledge this is a warranty/install issue and help us get new panels installed and this whole mess functioning again. We didn't buy these things to have a headache the rest of our adults lives.

OUR SYSTEM HAS STOPPED REPORTING, AGAIN!!!!!

SAVE YOUR MONEY DON'T WASTE IT ON THIS PRODUCT!!!! This has been one of the worst investments we have ever made. The panels don't produce as promised. The reporting system has stopped reporting AGAIN! And when they do produce it UNDERPRODUCES. This company's Customer Service may or may not call you back. It took an act of congress to get a tech out to determine 2 of our 22 panels were not working. Most of all the panels don't, DO NOT produce as promised. Save your money, they will tell you whatever they think you want to hear to make the sale. a Representative has been calling to get us to sign a non-disclosure agreement. NOT until there is a resolution to this terrible product.

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.

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.

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.

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.

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

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.

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!!!

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.

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.

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.

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.