Review for ADT Solar (formerly Sunpro Solar)

Office location: 4492 Eagle Falls Place, Tampa FL, 33619

08/08/2022
ChipD-Tpa Tampa, FL

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...