SunPower Corporation

They took over Blue Raven Solar. I called for service as my system was down I needed it fixed right away. I asked when they could come out but they said I had to pay first and then I could speak to the scheduler. I paid $349 and the scheduler told me he couldn’t tell me when he could come out that he didn’t have any business in Virginia at the moment and would contact me. The following day I found someone local to do the job and I called for a refund. Days later I made an inquiry on my refund and they told me that it was being processed and they would have to send me a check when I paid with my American Express. I told them that wasn’t acceptable and they have not responded back. There’s too many red flags with this company. Now they’re trying to hold onto my money as long as they can. I’m sharing this in the hopes that I can prevent anyone else from being treated this way.

Do not work with SunPower! Do not be fooled by this Boston address - everyone I spoke with was located in Texas. Sales reps are highly responsive but my "project coordinator" refused to provide any updates. The design phase is stated to take 2-4 weeks. After 10 weeks, I was notified that SunPower could not install the batteries we had agreed on, and after several more emails, I was able to get my agreement cancelled. I was grateful for this out as I had lost all confidence in SunPower and I did not want to rely on them for any future service. After more than 4 months under contract with SunPower, I am going to restart my search for solar panels and batteries with a local provider. I was lucky to have not lost any money, only time.

Terrible customer service, please avoid this company to save yourself time and money. In February of last year, our solar system encountered a malfunction where half of the panels ceased functioning. We reached out numerous times to report the problem. In May, a contractor was sent to investigate the issue, but we haven't received any follow-up since then. The situation has worsened, and now the entire system has ceased to function.

I'll start with the positive- the actual solar generation portion of the system works great. It is performing as expected in the first 4 months it has been operational, and the system that they sold as being able to replace 80% of our energy usage, actually appears that it may be closer to 100%. Everything else about the company, the installation experience, customer service has been horrible. I signed a contract in March of 2022. I was given a schedule that added up to about 3 months from contract date to having a system up and running. The sales rep conservatively said it could take up to 6 months to be fully complete. Installation was completed at the end of May 2022, and then it took until the end of December to actually get them to schedule the inspections, fix the part that wasn't installed to code, and get approval to turn the system on. Throughout the process I would have to reach out 4-5 times before getting any response. It took more than a month of asking before being able to speak to a supervisor, who then claimed they were escalating things. Nothing changed. Even when they did respond, it was usually just to say they were following up- consistent non-answers. They claimed a few times that the city inspector was holding up inspections, and when the inspector finally came a month later he told me that he was never called until the day before he came. Another shady practice was the fact that they have a project status tracker on their website- it regularly said that the project was ahead of where I actually knew it to be, and they had marked things complete in that system months before I actually had a system that was turned on and producing. I don't know what that is supposed to accomplish apart from maybe keeping their internal metrics down. Now my system has stopped connecting to wifi. I've reached out to customer service multiple times. They promised a callback within 3 days. Then an email response within 2 days. Now I've been waiting 3 weeks and have yet to hear anything. The system is still producing energy, but none of the monitoring or reporting is working properly. Customer service is horrible. Project management was horrible. Installation was not done to code the first time and had to be corrected before the wiring inspection would pass it. I was constantly misled about the status, and timelines they commit to mean nothing. This has honestly been the worst company I have ever worked with. The only redeeming factor is that so far the system is generating power well.

I wish I could give ZERO stars! I have been waiting for 8 months for my solar panels. It is IMPOSSIBLE to get in touch with anyone. Don’t be fooled, they are not in Boston, they are on the West Coast. I can’t even get in touch with anyone to cancel the project?! After waiting on hold for 30 minutes, they tell me the project coordinator will call me back. But he never does. I have never had such terrible customer service in my life! DO NOT use this solar panel company.

It’s been absurd that my project has been delayed many times, and nobody is even on top of my project. My project started in October 2023, and yet today is March 26th, I’ve been waiting for more than half a year, it still hasn’t been accomplished yet. What’s worst, we failed the building department Inspection. The Sunpower guy didn’t even try to fix it and left in the middle of the process, and it’s been seven days I’ve never heard back from them again . It’s been a very stressful process. I have to try to contact them a few times a week just so I can get a hold of someone on top of my project, otherwise it’s being ignored. I’m investing $50,000 cash in the solar panel project, expecting it to be reliable and giving me a long-term benefit. Now I’m not sure with this type of irresponsible service, how much I can expect in the future. I suggest people to look elsewhere, I do not recommend Sunpower

AWFUL CUSTOMER SERVICE. When the panels work, they are great, but if they go down for any reason - then you're screwed. Sunpower ignores and delays requests for service. They told me to contact my local installer. The installer said they can't come out without a work order. Good luck getting one of those from Sunpower. UPDATE 1 (Still two Stars) Ok, it’s now been 8 months since my panels stopped working. Sunpower did subcontract the panel maintenance out to another company. That company (Novosource) schedules work two months out. So if they can’t fix it the first time, it takes two months before they will return again. It took them five visits to finally solve the problem. They thought they had to re-wire (restring) the system, but in the end it just needed a firmware update! Sunpower says they will reimburse me for the lost power but they don’t seem to be moving that very quickly on that so far. Time will tell. If they do reimburse fully then I will upgrade my rating from two stars. One advantage here is the entire system was Sunpower’s, so when it didn’t work there was no finger pointing about who was responsible. I can’t imagine the frustration that may have occurred in that scenario. UPDATE 2 (Upgrade from two stars to three stars) Well my problem was finally resolved a little over 12 months after it occurred. Actual Sunpower techs (Not the company they were subcontracting) just showed up one day out of the blue and started working on the system. They said it was miss-wired. They replaced some wiring and it now seems to be in full working order. Why they could not have sent these techs a year ago is beyond me. To their credit they did provide some initial compensation (first six months plus SRECs) and then additional compensation (For the additional six months) for the lost power so I should not be out of pocket much, but it's hard to tell - though I think I lost out on the second six months of MA. SREC money.