ADT Solar (formerly Sunpro Solar)

Great product and Installation. Unsatisfactory administration.

I first contacted ADT Solar sales representatives on July 21, 2022. The representative with whom I spoke assured me that the additional panels I requested would be installed within a few weeks of initial payment. After several discussions and changes, I received and signed a contract on September 21, 2022, and made the initial payment. The contract estimated that the approximate completion date for the work would be between 30 and 120 days (one to four months). Over the next seven months, I wrote repeatedly to ADT asking for an estimated installation date and for reasons for delays. My letters were either ignored, or resulted in unsatisfactory responses. It took nine months from the time I first requested the additional panels until they were finally installed on April 21, 2023.

Over paid

After doing extensive research, and talking to others. After signing the contract. I paid about 8-10 grand too much. The financing terms weren’t clearly explained. I get an email after the system is installed. Stating that the price in the contract is only good for 17 months. After that the price goes up 70 dollars unless i pay them the 26 percent of the total loan. Currently waiting on the energy audit items to given to me. I was very excited and happy when i first started the process, started giving recommendations right away..but now in good conscience, I can’t recommend ADT/Solarpro

Communication is Lacking

I signed up with ADT Solar in June, 2022. While the sales consultant was here, we had questions about the installation. We were planning to have panels installed on the detached garage in the backyard and were concerned about digging in the yard, we were told since we had power already in the back we'd have a small trench dug from the house to the garage and that would be it. I had advised the sales consultant that I would need some time before the install was scheduled as I wanted to replace my roof before the installation was completed. They were great about giving me the time to delay the installation. Once I had my roof done, I let them know on 8/23/22 and by 9/8 they were calling me to schedule the installation. 9/20 was the installation date (so there was practically a full month to plan the installation). There was never any walk through done to explain to us what to expect on installation day, the only thing I was told was that the installers would be at my house at 2:00 PM. My biggest recommendation to ADT Solar would be to a walk through of the installation for their customers BEFORE installation day. The morning of the install, I got a call at 7:15 AM saying they were about 20 min away. I said oh, I was told this wasn't happening until 2, he said oh that's the installers, I am the electrician. So, #1 item not communicated was anything other than the panel installers being there at 2. So they arrive and then I see a trench digger on one of the trucks. We asked and he said oh yeah, we have to dig a trench from the house all the way to the back of the garage (which is practically through my entire backyard - 5 weeks later, I'm still trying to grow grass). So, #2 item not communicated was anything about what the installation would be like. Then the electrician asks if there's attic access, I live in a cape cod so there are the typical crawl spaces. He said ok, well since you don't have a full attic space, we'll have to run conduit from the panels to the box. At the time I said oh ok because I didn't really know what to expect from that statement. Now, I can say this looks horrible and I don't see any other houses in my area with this - I still have no clue why my house had to have this. Around 10, I get a call from the panel installer saying he was on his way and about 25 min away. Again, I was like wait I was told 2 - he said well, that's the rest of the crew, I'm coming to get a head start on things. At the end of the installation day, somebody knocks on my back door. I open it, he presents me with the punch out checklist and says I've checked all of these things, sign here and walks away as soon as I signed it. I had a question about where they had dug in my flower beds and had to grab one of the workers because the lead was already in his truck ready to go. Today is 10/27/22, 5 weeks after the installation and I still DON'T have working solar panels. A week after the installation I got paperwork to sign stating they had to revise the paperwork because they installed a different panel. My original paperwork was for the QCell 360 & they installed the QCell 365. I immediately signed the paperwork on 9/26. Every time I have followed up with ADT Solar, I just keep being told they are waiting on the "revision". I have no idea who we are waiting on, just that we are waiting. I have no idea why when they had a FULL MONTH before the installation they never submitted this paperwork BEFORE the installation. I keep asking if there's anything that I can do to help speed this up and that question has never been acknowledged. Oh and also, my electric bill actually went UP in the month after the installation because I'm not on a smart panel plan. So yeah, after all of this I would not recommend ADT Solar.

Installers Great! Customer Service Lacking!

The Installers did a great job. The Project Management is terrible. They don’t respond to Emails, phone calls or voice message in an acceptable timeframe. Eventually they do but only after several weeks. This company must be so busy they can’t keep up with the customer service side of business.

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

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

Promises That Haven’t Been Met

We were told we would get a $1000 credit to offset the cost in the beginning. Signed up in March and have been running since the May install. Still no $1000 credit to our energy company. Left messages, asked the sales rep. No response from anyone but the sales rep who keeps “checking on it.” Also was promised we would produce enough to be energy independent by the time it catches up and produces power fully; we are barely producing half of what my home needs to operate even on full sunlight days. Now I have an extra bill on top of my energy bill. I’m only 3 months in and am regretting the next 10 years especially in the economy today.

I signed a contract with SUNPRO in July of 2021 and I am still waiting for the company to complete the job. The equipment is installed and been tested. There are issues with the county and company. that need to be resolved. You try to get answers and all you get is unfulfilled promises.

Little to no explanation of lengthy delays. Installation team quick and professional.

Nothing like promised and confusing dates=headache

1. Interest rate charged before the product is fully installed. 2. Almost 3 months and still not complete. 3. I would like to know if I can back out since you have not satisfied your promises. 4. I put erroneous numbers because I don't know the answers.

Process Great but Rebate Process horrible.

The whole process with sun pro was good but they claim and said it takes 16-18 weeks to get your rebate check to you. That's totally unacceptable as a buiness. I bought my panels in February and it's almost June and still have received my rebate. Its about $2600. They agreed to pay for tree removal and the first 6 months of the bill, that was a factor in me buying the panels. So please be aware your rebate check will take 6 months at least to receive.

Budget breakdown of what I paid

Hello, Several times with your salesmen I had asked for a breakdown of the costs of my payments and even provided a sample spreadsheet. But, no one responded and keep saying that the request will go to management. So, as most Americans we get a receipt of itemized items we purchase anywhere. When your salesman comes and magically comes up with a cost of solar power installation for my house within in minutes, there is a software on the laptop that spits out the number which relates to some sort of itemized listing of costs. Why is it so difficult to provide me with that software listing of costs each time I pay. I thought the installation of the solar power was efficient and crew very nice. What was the cost of the 5 installers of the solar panels, 2 electricians, 2 energy evaluators and the 2 sales reps who came to my house?

Sales pitch

I am very pleased with the product but very disappointed with the sales pitch. I sat with my salesman for 3 hours and as part of the information given it was stated that if I ever needed a new roof that I would have to use Sunpro to remove the panels or I would void the warranty, no problem. It was also stated that this company also does roofing. I would think that if you have the expertise, you should inspect the existing roof before panel installation because what was not mentioned was the quite expensive cost of the removal. As it turned out my roof started leaking which I thought was caused by the panels, but it turned out that was not the case, I needed a new roof. I contacted 3 local roofing companies and signed a contract with one of them, then I contacted Sunpro to remove panels and was told to my surprise I would be sent an estimate This is a case of my word against the salesman but I'm pretty sure a cost for removal was never mentioned, and I was shocked when I received it, it was more than half of what the new roof was going to cost. I talked to my roofer, and he agreed to void our contract but as he had already purchased the materials, I would have to pay a restock fee. I then gave Sunpro a shot at doing my roof and even though the removal fee was supposedly waived it was more expensive than if I had paid the fee and used my own roofer. I think every aspect of your sales should be discussed at the beginning including a roof inspection, removal fee and advising the customer to have it checked before the install, it would have saved me a lot of money. As I said at the beginning, I am happy with the product, most of the people I dealt with were very nice but as I told the salesperson the last time, I spoke with him I am very dissatisfied with him and his performance.

would not recommend

We purchased solar in April 2021, it was installed June 2021, it didnt work until Oct 21. We have to pay full electric bills and the solar finance bill. We complained and they did pay our electric bill several months later. It is now Dec and still have not got the check they promised for 1 year solar payments. When you call you are told we will get back with you and no one calls back.

Salesman was very nice and helpful

Actually, we didn't choose Sunpro Solar; they chose us. It was a cold call, which makes me very nervous, and the callers (there was more than one call) wouldn't take no for an answer. Talking with the salesman convinced us to proceed.

Caveat Emptor

I chose SunProPower because of the reviews of other customers. The contract was signed in late July of 2020. At that time I was told it would take 6-8 weeks to get the system installed depending on the time it took to get the necessary permits. In late September 2020 I was contacted by a young lady and told they had the permits and were ready to install the system. I just happened to ask if they had approval from the HOA for the install. It turns out they had not received the approval. I had told the sales person the particulars about getting HOA approval when I signed the contract. This oversight cost a months delay in the install. In November 2020 the solar panels we’re installed. In December 2020 the electrical support equipment and batteries were installed. At that time I was told they had to wait on the county inspector to review the the as built system versus the drawings and the power company to install the proper meter. That took about a month. The system was finally placed in service at the end of January 2021. I was told by the sales person I would get a $500 credit with the power company that never happened. Also since I was paying on the loan before the system was operational they said they would remit a months payment to me. That also never happened. I could go into other missteps, but they were a minor irritation. In all fairness the installers were very pleasant and hard workers. However, they seemed to be working on a last minute schedule that could change at any second. The scheduling out of the Tampa operations center seemed very chaotic.

Slow on communication with questions I have.

Saw the ad on Facebook.

Installation

My installation was nearly a month later than promised when I contracted with Sunpro. When the day finally arrived, things went well. the roof installation was completed before noon and the electric about an hour later. However, the people to do the energy efficiency did not arrive until around 3. So I had to wait around all day. wost part is that I have been installed for about a month and still have no solar due to coordination with Duke Energy. very disappointing.

Going on 7 months and still no solar

First off they are all nice people and the work is good quality. Problem for me is that I signed a contract around April and we are coming up on November and I have no functioning solar. It started off great, but the train went off the rails when they had trouble getting a permit for a ground mount system, so I asked if they could mount to the roof, which they could, but now it seems as if I have been lost in the shuffle. I send messages asking for updates and I get a response saying they will look in to it and get back with me, and then nothing. I had part of a system installed a couple months ago, and I was told it has a short somewhere and trips a breaker, and no one has come out to fix it, nor do I have any idea when that will happen. I was told that the electric company has to switch out a meter, but again no mention of when that will happen, I guess they have no control so oh well my problem? In the quest to change from a ground mount to a roof mount, they are also replacing a roof first, which is great, win for me since that was needed. However... when I ask for an update, I always get the same response, well since you switched to the roof... I am soooo tired of hearing that, how about I just get some dates that can be held? I am not asking for anything special, just let me know when I can expect to have solar, that is it! My goodness....

Long on promises/short on delivery

Lot of promises were made including production guarantee and referral dollars for recommending. Nothing done. Promise made by manager himself