Review for ADT Solar (formerly Sunpro Solar)

Office location: 11540 Pellicano Dr, El Paso TX, 79936

07/14/2021
ZiaLuna Silver City, NM

Very Disappointing

First of all, we would not choose to install solar if we had it to do over again. If we had been informed, we would have avoided getting sucked into the sales pitch we were given about selling power back to the electric company. Sunpro sales failed to inform us of the paltry pay-back the utility would give us for the power we now generate on their behalf. Basically, the electric company charges thirty times more for power than they pay us for our meter "running backwards". Oh how the solar industry loves to use that term, but what it means at the end of the day is that we are paying on a large loan to generate power for them. Nor were we informed that the loan we took out for solar would be considered by most banks a 2nd mortgage on our property. We had endless problems with Sunpro and would NOT recommend this company to anyone. From the time we signed a contract it took TEN months to get hooked up to the grid! Along the way we had regular and innumerable problems with Sunpro dropping the ball on us, to the point of ridiculousness. We are thoroughly disgusted at this point, especially because the state inspector that finally showed up informed us that we had just that day appeared on the state docket — after being told by SunPro that they had submitted the inspection request weeks prior. We kept hearing things from the SunPro office that turned out to be false. There were multiple problems with the administrative offices of this company — while we feel that the ground crews did a good job when they were here for installation work. Here is the list of issues we've had with this company — 1 - The salesman did not convey the complexity of our installation — either to us (ahead of signing) or to the SunPro staff so that they could assess the installation ahead of time. This resulted in confusion and delays, and a less than optimal execution vis a vis protecting our trees. 2 - There were multiple miscommunications on SunPro's part that resulted in project delays. We often felt that it was only through our own diligence that information got conveyed between involved entities, to wit: SunPro's various teams, our electric company, and government offices. 3 - Our installation was supposedly scheduled, and we were ready and waiting at home for the crew... which never showed up. In following up, we learned that our "account manager" had spaced it out. This resulted in another two weeks' delay. 4 - On a regular basis we were told we would receive call-backs from SunPro staff to update us on status and in answer to our questions. Frequently we did not receive promised phone calls from the seven different "account managers" that were assigned to us (including at least one supervisor). We found it surprising and confusing that we kept hearing, "I'm your new account manager." This shuffling between staff members demonstrably contributed to delays and misinformation. We ultimately found out that we'd been lied to about inspection scheduling, resulting

Sales process
Price charged as quoted
On schedule
Installation quality
After sales support

ADT Solar (formerly Sunpro Solar) reply 07/16/2021
Hello Zialuna. I would love to assist you with your concerns. However, I am unable to locate your account. Please email us at solutions@gosunpro.com. Thank you