SunPower Corporation - Roseville, California

Leslie Sanford

I originally contacted Sunpower for my solar project and it was completed my Axia. The entire project has been a nightmare. It started with inappropriate text messages in the middle of the night after signing my contract with the sales rep names Ryan. His card said Sunpower but he in fact worked for another company. I contacted Sunpower originally and did get a response from HR who said they would handle the situation. I never heard bak. I contacted my project manager Colton at Axia regarding the situation. Nothing was done about it. I now can not go back to the sales rep with the current issues.
The project was supposed to be a new roof and solar. The roof failed inspection 4 times and never should have passed. I am currently filing complaints with the CSLB. I still have dry rot. Despite this the solar was installed prior to the roof even passing inspection. I was supposed to get new gutters with the roof I in fact did not receive. It was in the proposal from the sales rep but apparently not in the paperwork for the roof which I never received.
Moving forward to the solar. It was completed 4 months after it was supposed to. It worked for a few days and then stopped. It was not being monitored by anyone and not producing. I didn't receive a link to monitor myself until after I complained. For 3 months I was making a payment on a solar loan as well as Smud bill. For 3 months i was paying about $800.00 for electricity in my home. The project manager will no longer communicate with me and I have been advised to contact Axia support. Extremely unhappy with entire situation start to what they call finished. Do not recommend this company. I thought I was signing with Sunpower but in fact they passed it on to smaller less reputable companies.

Betty Jo Santin

WARNING!!!!!!!!!!!!
Do not use this company. We signed up with the lease program the first part of February. Panels were installed at the end of April. We were told at that time there was a part that needed to be ordered. Finally by May 24th the project was completed. The only reason I feel it was completed is that everyone in the company last day of work was the 25th of May.
June 12th we received permission to operated from P.G.E. I called Sun Power and they said they would expedite the “Notice to Proceed” and we would be connected in 24-48 hours. That was 7 days ago. Now we have to communicate with someone in the Philippines. We were are still being told they are waiting approval to connect from someone within the company.
I REPEAT DO NOT USE THIS COMPANY!!!!!!!!!!

David James

My experience is similar to those on this review. My reports that they provide me have literally NO information on the energy generation. Was able to speak with Customer Service (CS) last July 2022, they mentioned that they were upgrading servers and that my reports should be back up soon. Since then I have sent several emails through to CS and no one has ever responded back to my follow-ups. What good is having solar if you don't know how much you are saving?

Update: they worked through my problem. All is restored.

Stacio Krieger

Have had my system on my brand new home on for a couple of months, that does not work. I’ve spent multiple hours on the phone with multiple reps who continuously tell me someone will reach out to schedule a site visit to get my system working, but nothing ever happens. When asked to be compensated for the system I am paying for that does not work, I am told compensation is not pasty of their warranty package, only the equipment is covered. This is frustrating as the equipment does not work, or at least not properly, and I receive nothing but empty promises from them that they’ll come fix it. If your shopping for solar, I’d recommend a different t company

Claus Weisemann

Initial service problems. System did not connect to our Wifi and behaved differently than in the on-line video. Now the control light turned yellow. Service is not reachable (was listening for one hour to "we are experiencing an unusually high volume of calls" and elevator music).
I guess that what happens if your product is government mandated and you do not need to care for your customers.
Actually giving them an upgrade after they reacted to an e-mail. We will see whether they keep the service appointment. And they actually came on time and it seems to be fixed. So maybe I give them another little upgrade.
And another piece of good news: the system had disconnected from the web, but this time I reached a real person within a very short time and was helped quite competently.

Update as of end September: System has now been inop for more than one week. While I reached a real person quite quickly, the problem has not been addressed yet. Initially, I was promised a turn-around time of 3-5 business days, and an email with the case number. It needed a reminder to get the email. When I called on business day 4, the associate mentioned that the 5 days are not over yet (in other words" "how do you dare calling us early"). Nevertheless, I was promised that I would get an update the next day. Not surprisingly, I did not get an update. I called on business day 6 and there was no news other than I should wait my turn (my paraphrase, not a quote) and there were a lot of other customers. I asked to talk to a manager and was asked "why?". I explained that I had not been happy with the process so far and was promised that a manager would call me back within about 3 hours. Did not happen.
I start asking myself, whether this is the kind of customer service you have to expect, if the company's product is mandated by the state and the company feels they do not really need to worry about the customer,
So for now, I am going down to one star.

Update with a slightly positive note: shortly after the publishing of the last update, a case manager actually contacted me via email with a pretty unspecific update, but surprisingly the system just resumed production.
So back to two stars

And back to one star again: the system stopped working again - zero output. I contacted the case manager, who had been reasonably helpful last time, via email, but no response. I called and was told to turn the system off and on and wait 24 hours. After 24 hours I would get a call with further actions. Needless to say, there was no call, so I called and the associate confirmed that the system was indeed not working. I was then told that I would hear back in 5-10 days to make an appointment for a technician visit...to make an appointment...not to have the technician visit!! Luckily, we have the good old electrical grid and are not dependent on the solar panels. They are not ready for prime time.

I asked whether I would get reimbursed for the outage time and after getting some inconsistent information initially I was told that at the anniversary of my system they would compare the expected output against the real output and reimburse me accordingly. In fact, I received a note some time in October about a $9 dollar and few cents rebate. Until now (Jan 24), no rebate and no change to the monthly bill. I called and was told the rebate would be administered by a third party. I called the third party and they had no record whatsoever of the issue. I called SunPower again and a different agent explained to me that I actually did not have an outage, it was only not showing and the system was actually producing. I would not get a rebate but the $9 would somehow "stay on my account". You can't even get a consistent piece of information within 30 minutes.

I repeat: the underlying problem is that their product is mandated by the state of CA and they do not need to worry about customers.

Bruce Clark

I have had Sunpower Solar since April 12,2022 . The experience was less than perfect.Solar was installed by very professional crew but beyond that I have never actually had anyone at my residence.Since going live I have never been able to check what my usage is or what my panel’s are producing.
When I have contacted the project director, Service department, sales technician. All these individuals were passed my information to someone else and promised I would be contacted with in 48 hours, no contact has ever occurred. Product may be good but SERVICE is nonexistent.
Getting many request for referrals but still unable to actually see what system is doing.

Chinny

Unfortunately my first solar experience is not great. My setup has been under several re-evaluations since purchase and activation (Sept-November 2022).
Since Novembers 8ths solar launch, my homes assigned tech already discovered an issue one of our panels not functioning correctly. After that was revised, we are having issues where the micro converters appears to not be collecting properly.

While I understand that these issues can be fixed, getting an email that states that "There is a possibility that the issue we uncover with your system may fall outside of the warranty. In these circumstances, we may charge a $300 fee" is not something a new construction home owner should be receiving.

SunPower customer service has not been stellar when trying to connect and confirm an appointment to resolve the issue:

I reported the issue on January 25th 2023 and followed up several times between then and Feb 5th and finally received confirmation (via email) for me to setup an appointment that is convenient for me... I responded right away and now find myself following up again (Feb 8th) to inquire for an update for this to happen.

This is why I am rating as such.. I have not been able to witness the full value of SunPower and have taken it upon myself to work with Tesla (as an add-on to my current panels) since their setup/ consulting experience is more customer/user-friendly. I have a neighbor who finds Tesla to be true to their value and evaluating performance in what they are offering vs leaving it up to the customers to figure out that what we paid for is poor in performance and not living up to its value.

Sunpower, I would highly recommend committing time to ensuring your customers setup meets what they paid for.

Melanie Bravo

NIGHTMARE! I have had 2 SunPower leases so far; I sold one home in AZ and the transfer to the new owner was a breeze. I am in tears as I write this review. Stella with SunPower stated to me, "I guess you won't be selling your home". I have tried contacting Mike who sold me the system, for assistance, but can't get any response. I have a qualified buyer for my home that is struggling with my "partner" SunPower. Multiple phone calls over 2 weeks and a different rep every time, having to re-explain every time. We were thinking of using SunPower for a 3rd time on the new home we are buying but this experience could scare off potential buyers in the future. I am so disappointed to have seen such great customer service when I was signing on the dotted line, to turn so poorly that a SunPower representative would tell me I won't be selling my home.