ADT Solar Reviews

Original Review: Oct. 6, 2022

There were serious communication problems from the beginning. Several no shows of the inspector and the inspector found a major issue, they continued to try to schedule installation without addressing the issue. Asked about the issue multiple times, and would get a message back saying they could answer my question, but wouldn't actually answer it.

To this day, I don't know if they were going to charge more to resolve these concerns. Telling them there were concerns about trusting them, it was as if that wasn't heard at all. They simply ignore concerns and continue pretending to move forward. On the day I said I was cancelling, I got a cancellation notice along with a call wanting to schedule the same day. They try to use the contract to pin you in the corner, but I'm going to pay the 3K fee before I spend 50K letting these people mess things up even more than they have. It shouldn't be this confusing. I couldn't actually tell you who is in charge of installation as I got 3-4 different people texting to set it up "tomorrow" with an electrical box that their inspection said wasn't up to go to do the project. Not a good service.

I can understand electric company dragging their feet so they can still charge me for the 100-104 degree summer days here in AZ and the Pro Team is backlogged. Pro Team is checking house for energy loss and replacing light bulbs with LED bulbs. I will come back when or if anything happens. I understood when the salesman said the Federal and State credits are against the tax you owe because I researched that. To increase my tax owed I began moving money from Traditional IRAs to Roth IRAs so that money is taxable in the year I move it. In that way I will be able to use most all of the energy credit.

On my Enphase App, it reads “This microinverter is reporting a production issue. Contact your maintenance for help.” I have contacted the company several times and they told me they are aware of the problem but are being very vague with details about what they are doing to get them repaired and WHEN they will be repaired. In the meantime, I am paying my electric bill and also paying for solar panels that are defective and ADT/SUNPRO Solar is not doing anything to assist me with this issue.

We can give you example after example of the incompetence of this company. We were required to schedule time off from work to be here for installation. Two days turned into 4, which turned into 6, plus a half day which ended up being 11 hours. The reasons we were given for all the delays were numerous from the teams were not informed of what was needed or what was done prior, or they are lacking the equipment and/or supplies necessary to complete the project.

The hardest and one of many annoying things is they received their money from the finance company, even though the system is not usable. We are responsible for the payment even though we are not able to get the system inspected and final steps (we were told another 2 weeks after the inspection). With no answers from our Service Manager Chris, we will be paying a couple of months charges for a system still not ready to use.

Overall, I would warn you of how unprofessional, unresponsive, lack of professionalism they have displayed in the several months dealing with them. Now they have their money we are not a priority and can't get anyone to respond to our inquiries until you get to the point of anger. If you are thinking about this type of system, I again would strongly suggest someone else. We are researching how to proceed legally - get their equipment removed, and our home roof and bricks (where they installed something, we would have never approved) repaired. I wish you the best - but I would not recommend wasting your time, effort and money with ADT / Sun Solar.

15 Days ago I called her and she was very upset with my complaints (which I think were justified) she told me I would be called the following day to schedule the inspection (I'm waiting for that one either). I have several people that I wanted to refer you to for solar panels but I don't want them to get the same service as me, I decided to contract with you because I thought that ADT was more diligent in the process. I was offered that I was not gonna have a regular utility bill when the first credit payment is due, but I'm worried that's not going to be the case. So here we are mid September with some solar panels in my roof that can not use and a credit that I have to start paying next month.

They used silicon caulk which is not for roofers and was pulling off on day 2, they left old bracket and a unsealed hole in our roof so new damage from recent rain and didn't seal the moved electrical box they hid under the panels so KBR was not able to get to it. They were supposed to remove the on electrical line and run it through the attic space where here for 1/2 day and upon inspection, it's still there. ADT/SunPro can't do anything right. They stood on one of the panels with the "panel flop" and have a photo with their boot marks on it and a panel is now not working correctly and I told them 3 weeks ago. They still have not even mentioned getting this fixed. This company is non responsive and does crap work. They had also no showed the first time to meet with KBR for repairs. We had these panels installed 4 years ago, they screwed up the paperwork, very delayed install and failed inspection 3x. Worst company ever. They just don't care about their customers or the quality.

I have spent hours trying to reach out to the supervisors and even the CEO and have never gotten so much as an email or phone call reassuring me that they were working to find a solution. I am currently paying a power bill on top of a loan for solar panels that don't even work. If you have unlimited time to sit on the phone, write emails and throw away your hard-earned money then ADT Solar is the right company. Please do your research and don't make the same mistake I did. This is now my reality and there does not seem to be an end in sight.

Original Review: July 15, 2022

Read this if you are thinking about hiring ADT Solar! I am a retired disabled senior citizen living on social security. I thought it was a good idea to go solar to save on my electricity bill and have it lowered. I wish I had found this website before and had read all of the negative comments before I decided to purchase the solar panels from ADT SOLAR. This whole experience has been one big nightmare! I should have known better than to listen to the sales pitch from the salesperson from SunPro Solar. I must admit that he was very good and believable and I fell for his lies.

First lie was that I would receive a check from the federal government in the amount of $12,064.00 for my tax credit. I checked with my tax accountant and she advised that they would not be sending me a check but that I would only receive a tax credit if I owed taxes. Living on a fixed income you don't have any tax credits because I don't owe any money to the IRS. My system was installed on May 10, 2022. However it wasn't up and running until July 5, 2022. Since then I have been checking how many kWh my solar panels have been producing and each day since that date my system has been underproducing solar power. The salesperson advised me that my system would produce enough energy and that I would only be required to pay for my loan and the minimum customer service amount to Duke Energy. With my situation of underproducing his comments turned out to be another lie!!!

I purchased this system to lower my bills and with this current situation I will be paying double for my electric bills. I will have to pay for my loan for the solar panels and for everything the panels are not producing to Duke Energy. So far no one from ADT SOLAR has offered any help to rectify the under production on my solar energy!!! I feel like I have been taken advantage of by a ADT Solar/SunPRO sales guy for a solar power system that does not work and now I'm paying double for my electricity! In addition they have not bothered to correct the system by placing more panels on my roof! I'm sorry that I ever decided to go Solar and especially with ADT Solar!!!

Initially the wiring was incorrect which my husband, who is not an electrician, noticed and brought to their attention, but ADT did not update the engineering diagrams and sent the inspector anyway. After the failed inspection, and upon "escalation," it took five weeks to make a revision on the engineering diagram and it is still wrong! It doesn't properly account for our whole house generator and as depicted does not match the wiring that they changed in the house weeks ago. Despite this fact, they're planning on sending out the county inspector again next week which won't go well, but we're inclined to let it go through for additional documentation of this painful process. The bottom line here is you're probably better off doing the research yourself and contracting out more reputable electricians and installers on your own than going with this company.

You'll pay a premium if you do, and in the end, it will not be hands off at all. These are good people that mean well but they're overwhelmed with the demand and their crews lack experience, especially if your home configuration is more complicated than a single meter and breaker box. You'll have to pay for your system up front once they put the panels on the roof or in the ground, and there is no guarantee on how long it will take, if ever, to get the system actually producing power.

They will tell you that they'll make the loan payments if the system does not become operational but we haven't experienced that yet. They'll also tell you a lot of other things, like you can call their CEO, they are the best in the business, their account manager will monitor and communicate with you throughout the process, and much more. Just ignore them and move on. There are many better options. Join a Facebook forum to read the good stories and get multiple quotes on the companies that perform. AVOID ADT!

Now, let's fast forward again to 2022 when our monitoring suddenly stopped, called Enphase (monitoring company). They said we needed to upgrade the cell modem, okay, let's do that..."Thank you ma'am, That will be another $476.00..."You have got to be kidding me. After interest this system will run us 65k, no, I am not giving another red cent. Enphase refuses to cover the modem regardless of the verbiage in my contract "The purchase of any Enphase microinverter will include the installation of the Envoy energy management system with lifetime free online monitoring access provided by Enphase". Now this is on Sunpro letterhead, they chose this monitoring, not me. Nowhere in the contract does it say that there are components that may become obsolete in 3.5 years requiring additional expense to the customer.

When I reached out to now ADT Solar with the issue, they push me back to Enphase completely washing their hands of the issue stating the monitoring is free but whatever else is involved is not their issue and was told at one point "ma'am you are clearly not comprehending what I am saying". Oh I comprehend just fine, ADT combined with Enphase equals...cha ching for them and forget the customer. This is the worst experience I have had. Those of you that just got your panels, wait for it, it's coming, you just won't know it until you are mmm 18 months into your new panels or until you try to refinance your home. Come to find out, "Oh look there, it's a lien on your home." Think twice and have an attorney review your contract before signing up with this company.

Regardless, we were hoping for what was promised. Even though their installation and customer service are subpar at best, and even though they deceived us with a PACE loan, we are hoping that for the cost of these panels, we would be 100% energy efficient as we were told. Per their Sunpro Solar 25 Year Power Production Guarantee, we will produce 25,087 kWh per year. Per their app "Enlighten," in 2020, we produced:22,900 kwh, and in 2021: 23,300; obviously less of what they "guaranteed." I called, and a rep stated they would review it, but they need 12 months of electric bills, which I will send. However, even with the yearly degradation % not explained, we are still producing less.

This company engages in unscrupulous practices to lure customers, does not provide all the pertinent details so we can choose to either buy them or not, and then they have customer reps like the one I spoke to, named Sherrie, who was incompetent to answer questions. This company is dishonest, with untrained employees (they opened holes on our roof in 2 spots because they didn't calculate the installation correctly the first time), and utterly unprofessional. Needless to say, the salesman only wanted to talk to my 100% disabled vet husband with a TBI because he knew my spouse would not adequately understand or ask questions. Additionally, even though they required me to sign the PACE loan, they somehow thought I didn't need to sign the sales contract. They prey on disabled homeowners or the elderly.

Company with beautiful brochures showed misleading advertising graphs (KW cost, national inflation), incorrect pricing parts, $3000 to cancel on 4th day if you do sign and figure out nothing matched salesman statements. SunPro came out to install, told twice, "This looks wrong" by installer before they even started. 8+ trips to get system working over 6 months, then roof leaks. They use their own employees however they are untrained. No idea what's going on. Brand new roof had leaking roof, inside with buckets and drywall falling, tracking tar and dirt in house, 3 more trips trying to caulk holes, replaced roof separate company, still left with $14K loan and partial solar. Apparently this is normal*, several company employees said they had 3 more problem appointments to fix just that day, not alone. Employees completely agreed it was a scam. :/

They charged a premium for the most horrible service you could receive. No one at company knew what the other was doing, every person coming out had some new person with them training, technician shows up and would ask what they were there for. Took 2 months for them to even notice the solar was completely offline during roof repair. Loan for 8 panels (2.9KW) was 14K, saves me $42 in electric bill and pay $52 on my loan. Something they won't say, your insurance will cost more and they don't cover it under hurricane deductible.

Install was clean and app is very user friendly.

LOWS:

Account manager that isn’t proactive regarding issues that arise. (“Hey, just saw the email, this is what we’re doing to fix it”) Not wait for the customer to reach out.

Final thoughts:

Have salesman that are educated on all products and can answer all questions correctly and confidently. Now we have been put in an incredibly difficult position due to the lack of communication and deceitful tactics of Sunpro. We are going from $130 a month, not to $194 like we were told by our salesman and shown on our contract. No, now we will be paying $500+ a month due to no longer being eligible for the plan we were on with NVEnergy and having to pay the solar loan until the utility credit is applied in 4-6 months.

Have customer centric minded support staff. In my instance, the sales/account team are hindering the growth of the company. I would not refer sunpro to anyone due to the simple fact I would not want anyone to go through what I did. I truly feel like I spent 50K on an investment and it is an inconvenience for sunpro to email me. I scrubbed my social media and had to edit my reviews that I had written. I feel embarrassed when asked about my experience because I told so many of my friends and relatives about going with sunpro in the beginning. While the product itself is great thus far, the customer support is incredibly unsatisfactory. This was a project my wife and I were so excited for and then piece by piece it got less and less exciting. Communication is key with every business, it is severely lacking at sunpro.

This company is terrible, signed paperwork in May of 2021, now it's March 2022 and we are paying for a system that is still incomplete. We were told installation would begin 30 to 45 days after signing and that it would be a 1 day install because our setup was "simple". A little over 90 days later the installation started but only after I made few calls, and was given the excuse of scheduling mistakes and heavy workload. Then the 1 day installation was the panels only. By the way the reason they put the panels up on day 1 is so they can tell the loan company that the job is complete so they start getting paid, also once the loan company starts payments you're stuck.

I contacted the loan company Mosaic that Sunpro setup by the way, and explained that the job was barely started & far from complete. Mosaic said because the last payment had not been made they would hold it until I notified them that the job was completed, this also did not happen. Back to the install, it was a little over a month after the panels were installed before the trenching crew made it out to do their part of the install again after I made a few calls. Finally everything is installed just waiting for it to be commissioned, get tired of waiting and make another call. They emailed the start up instructions to me to have me turn everything on which is against their policy.

I followed the instructions and a few weeks later was having problems so I called again, they sent an electrician and a tech support out. They both agreed that I should not have been the one to turn the system on and because there was no wifi connection the components could not communicate and burned up a $15k to $20k battery that they had to replace. Because we are in a rural area we were on a Hotspot but the system will not operate on a hot spot. To sunpro's credit they have offered to set us up with Starlink and pay for 2 years service, problem is starlink is not supposed to be available in our area until the end of 2022. So we are still waiting and getting no communication. Really just want them to come remove the equipment & have nothing to do with them.

They came out after a few months of waiting, unannounced to install panels, got the wrong permits, didn't tell us that they got the wrong permits, installed the wrong electrical devices and then hoped we wouldn't notice, took an additional few months to get new permits, cut through vertical studs, tore apart the interior and exterior of our home, cut into the drywall behind the electrical panel exposing out kitchen cabinet and countertops, patched the outside with yellow putty (we have a grey house), failed inspection and washed their hands of us.

They have left us with unusable panels, holes in the inside and outside of our home, with a monthly payment to our utility company AND for the solar payment because they got paid for merely putting the panels on our roof. Did I mention they failed the county inspection for negligent installation and then sitting almost 3 months later, and still no one has touched the house and won't return our calls or emails to their "legal" department. I cannot express enough how much someone thinking about going solar should stay away from this company! It has been nothing short of an absolute nightmare! They got paid and left us with their mess! LG solar panels are not LG, they are Hammer.

As of Sept. 2021, I have not received a return of of cost or credit for over production of solar energy. In fact, the monthly payment for the solar system and the monthly electric charge by the electric utility company has nearly doubled my energy cost. These 32 solar panels, without the backup Tesla battery, were suppose to return to the electric grid enough solar generated energy to off-set the cost of fossil generated electricity.

Monthly payment (18+ years) 345.40

The average solar energy savings have been approximately 30.00 per month. Where is the off-set? 224.00 + 254.59 = 478.59 - 18.00 (night lights) = 460.59. My energy cost has more than doubled. Not a good investment for retirement dollars.

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 in six more weeks delay. While it is still unclear which SunPro entity was responsible for the misinformation we received, we definitely lost trust in the company's word.

5 - The incompetence we've suffered at the hands of this company has also cost us in much wasted personal time, and stress. If it weren't for our time-consumptive monitoring of the situation and our constant follow-through, who knows how much longer the delays would have been???

6 - The installation crew was not provided with either training or the type of equipment that could have prevented damage to tree roots on our property — trees that are very important in terms of both property value and environmental benefits in a desert climate.

We cannot recommend Sunpro Solar. While we appreciated the two installation crews who did a good job, the administrative-level problems were continuous and daunting, up to the very end. Our impression is that this company jumped into the home solar market without having sufficient infrastructure in place to support its customers. As is so often the case, accountability to the consumer has been sacrificed on the altar of company profits.