ADT Solar (formerly Sunpro Solar)

Ceiling distorted right where my solar panels was installed

Had little to no issues until 2 years later, my ceiling right where the solar panels were installed is distorted and has water damage, I am trying to get help from ADTto get this fixed. So far it's been hassle through emails!

Big on Promises Small on Delivery

We had solar put in with the promise of a near zero electric bill. We knew we would at least have to be connected to Clay electric. We did our homework. We had numerous quotes and researched. After talking to them and them guaranteeing that the amount of panels chosen for us would acomodate our energy needs to be virtually independent from Clay Electric, we signed. Later, our bills continued to stay over $100 regularly and even went over $200. It did go down some, but has never been close to what they promised. Now, they have closed up shop. They have left the job to sub contractors to do repairs. Now that we have had our last two months over $200 we have to figure out who these subcontractors are!!! It's a nightmare! They have screwd us!

ADT take over down fall

Sunpro Solar was great until bought out by ADT. I had micro inverter go out. It was covered under warranty. Received new one but no contractors on their approved list service MS. I was advised by help center ADT is also getting out of Solar business and offered no more assistance in this situation.

Do no go with ADT Solar in AZ

Just got the system up an running mid October 2023. Early January I noticed a roof tile about to fall down and several other cracks in the mortar between other tiles. Turns out the office in Arizona is closed now and it has been several weeks and no one has called back to schedule someone to do the repairs. Jan 21, 2024 we have been getting rain and I went in the attic to discover all 3 points where they ran the electrical wire from the panels are leaking. Called ADT Solar again and they said it will be a while since we are in a wind down area. Who knows how long it will take for the repairs to be made. Also, what about all the drill holes made in the roof to secure all the panels?!

Not satisfied

Took forever to have the system installed: Over 2 months beyond what was estimated, the system ADT sells is more expensive than the average, but I still went for ADT as they are a known company and not the typical firm that goes out of business and leave you stranded. Once installed, it took forever for them to stop by and inspect the installation, almost one more month later. Then, I had to wait more time until the utility company gave the final permission to start the system. I received an email with instructions to activate the system and download the monitoring software: OH surprise! Not working, not generating 1 watt and the day when I have to start paying the solar panel loan is approaching quickly. After calling and sending many messages to get ADT Solar at my house and fix the problem, they hldid not show up! To summarize: my advice to everyone, I totally regret having signed a contract with ADT Solar, stay away from ADT Solar!!!

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.

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.

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.

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.

Installed 2021. Leak in bedroom ceiling under panels reported on july 8, 2023. They have come to look at it, stopped the leak but not come back to repair the damaged drywall or roof deck. They do not call me, ever. When I call them I am told “someone will be calling you about this”. Never happens. I believe they are not going to fix this damage their solar panels have caused. Sunpro was great, with ADT my only experience has been negligence.

Poor support

My system doesn’t work very well, I have two Tesla power walls and they don’t work. I have called multiple times and they told me they were aware because my power walls told them they don’t work. But every time I call, they say they’ll send someone and they don’t and everyone seems concerned, but nobody does anything

Fraudulent

My experience with this company has been the worst financial nightmare I have ever faced. They sweet talk me into a 60k installation they never finished. They added 30k to the loan on incentives, now I'm in debt for 100k and no solar service. I has been a year and they never finished then proyect. I have changed customer service reps about 7 times. No one ever know what is going on and have no answers. Stay away from them! Don't let them scam you!

Customer Service

Customer Service is HORRIBLE! Communication is HORRIBLE!

took for ever to get even started with project

Fixing city code issues

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

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.

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!!!

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.

Trying to get set for Service, like pulling teeth...

Up front, my original installing provider for my Enphase equipment is no longer in business. I worked with Enphase to select an installer in my area to cover warranty issues on my system. ADT Solar (Previously SunPro Solar) was assigned. First, it was a nightmare to get the correct installer assigned by Enphase, but was resolved. Now I get to ADT, explain the issue. Got to technical, they see my system issue (not producing, and I believe I know what the issue is, it happened before, and was melted wire at the junction box panel at the roof), however I can smell burned wire smell in my attic. First, now that ADT has my system view, I need to pay $150 for them to come out (I expected some charges / cost for this). So two days to get the agreement / invoice setup and docusigned, THEN they can send me to customer service. So my payment was cleared last Wednesday now (this is the following Monday) and still no callback from Customer Service to get on the schedule. According to the agents, it's about two weeks to get your first callback, and then up to when they could fit someone in, which could be several additional weeks. What it appears to me is that they are so focused on installing new ones, that anything existing is falling on the wayside, and has the lowest priority. The largest complaint is lack of calling back and updating me (call or email), and frankly I have had to do all the reaching out. Whatever happened to customer service? I hope this gets better, or I may have to go take a class on these systems resolutions and troubleshooting... This is why people want to do it themselves, you can't get anyone to respond these days...

Poor customer service

Has been a boondoggle from the start. Installing solar panels on the shady side of the roof is only the first of their issues. Getting anyone to answer the phone is almost impossible, getting anyone to fix a problem is impossible as they don't care about fixing problems because they've already been paid because they've sold the customer a loan and never been told that they're even taking out a loan in the first place. It's not surprising they have over 300 BBB complaints this year alone ,they're fixing to have one more. Get your solar from someone else because this company does not provide customer service ,buy elsewhere.

Don’t buy solar

I have the solar system installed since March and as today the solar panels are inactive because they have not inspect my home yet, so I started paying the solar panels bill plus TECO electric . They aren’t a responsible company.

Maintenace Issues

I had my panels removed so the company could replace my roof. They finally reinstalled the panels and in 24 hours the entire system went offline. I called the account rep and was told that they would place an incident report, and someone would contact me in 24 hours. Three days and still no call. Now when I call all I get is voice mail. After all the scheduling issues and now Maintenace problems I am really starting to question my decision to go with Sunpro.

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.

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.

Florida Solar Nightmare 50% Chance Happens to You

It is unfortunate to want to do solar and in the end be advocate to not get solar in Florida residential, your neighbors are horrified, and your stuck with a 20 year loan. Real ROI is like 23 years don't be fooled. FYI Solar in general is bad at residential level and new Florida net metering makes it useless. Get a Generator and Gas tank for backup power. Below is apparently common, educate yourself before signing anything. Company with beautiful brochures showed misleading advertising graphs (KW cost, national inflation), incorrect pricing parts, $3000 to cancel on 4th day if you do sign and figure out nothing matched salesman statements. SunPro came out to install, told twice this looks wrong by installer before they even started. 8+ trips to get system working over 6 months, then roof leaks. They use their own employees however they are untrained no idea what's going on. Brand new roof had leaking roof, inside with buckets and drywall falling, tracking tar and dirt in house, 3 more trips trying to caulk holes, replaced roof separate company, still left with $14K loan and partial solar. Apparently this is normal*, several company employees said they had 3 more problem appointments to fix other issues, not alone. Completely agreed it was a scam :/ They charged a premium for the most horrible service you could receive. No one at company knew what the other was doing, every person coming out had some new person with them training, technician shows up and would ask what they were there for. Took 2 months for them to even notice the solar was completely offline during roof repair. Loan for 8 panels was 14K, saves me $42 in electric bill and pay $52 on my loan. Something they wont say, your insurance will cost more and they don't cover it under hurricane deductible.