• Report: #1082300

Complaint Review: SunMaxx Solar

  • Submitted: Fri, September 06, 2013
  • Updated: Fri, September 06, 2013

  • Reported By: Allen — Republic Washington
SunMaxx Solar
56 Broome Corp. Pkwy Binghamton, , Select State/Province USA

SunMaxx Solar SiliconSolar Theft, Lies & Incompetence. They'll charge you, but will they send you the product? Binghamton

*Author of original report: No Refund Issued

*UPDATE Employee: Addressed, Resolved And Experience Gained

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TL;DR: Took my money, sent me half a product, repeatedly lied to me about sending the rest, refuses to refund me, still don't have a complete product, and they still have my money.

I purchased a SunMaxx Solar water heater in the begining of March of 2013, intended for an off-grid installation I would be moving to in mid April. From the very begining I had nothing but issues with my order, that proceeded to escalate, and continue through present day. 

Firstly, the shipment was delayed. There was no mention of a backorder or supply line issue when the order was placed. Upon multiple requests for information, I was given the answer of "We are opening up a new West Coast fulfillment office, and there are delays getting it operational.' Blaming the "fulfillment office" will prive to be a regular scapegoat this disaster unfolds. 

The order was finally shipped April 9th, 2013, and gauranteed to be delivered April 11th, 2013. The order never showed. This is now an issue, as I had intended to move on April 14th. Upon multiple phone calls to many departments and freight handlers, it's finally determined that the product was not properly palletized and labeled, and is somewhere in a freight terminal and can not be located. To get my water heater in, I was required to go down to the terminal, and sort through freight containers to try and locate the product. Upon finding it, it is forklifted into the back of my pickup in the pouring rain, and I'm on my way.

Upon arriving at my new home, unpacking, and sorting things out, I get around to unboxing the waterheater and begin installation in early June. This is when I realize that I am missing a handful of major components to the system. The shipped package was marked as "1 Pallete", so the exact number of boxes in the complete system was unknown at time of pickup. I contact SunMaxx Solar to report the issue and the real fun begins.

They immediately acknowledge that I was shorted components and never argued that fact. However, getting the components to me has proven impossible. Since reporting the issue to them, I have been promised that they have been shipped a multitude of times, then received excuses of "The fulfillment department lost power" or "we are having logistic issues" or "the logistics team was on vacation" or "our computer systems crashed" or "we are installing a new voice system". The excuses were endless, and the components never came. Additionally, I was bounced between SunMaxx Solar and SiliconSolar. I'm not sure the differentiation between these companies, but their representives constantly vollied me around.

I was patient and understanding through out June and July, at first believing that they were making a good faith effort to make the mistake right, but slowly realizing that the company is horribly incompitent, unable to respond to phone calls and emails, makes promises that are outright lies, and, in the end, makes it impossible to get me a complete, funcational product.

In August I had enough. I requested that SunMaxx Solar refund me my money, and have what was shipped to me retrieved at their cost. They ignored my request and kept promising that fulfilling the components was their "top logistics priority". I repeatedly informed them that their word had no merit with me, and I could wait no longer for them to deliver what I purchased; I needed a refund. Immediately. Afterall, summer was ending, and winter was approaching. Installing the product would be impossible soon, and I needed a hot water solution. 

After repeatedly requesting a refund, their final response was "send it back to us at your cost, and we will refund you". Translation: "Spend $200+ to send the useless components we did send you to us, and trust us that we will give you your money back, even though we have lied to you for months now." I told them this was unacceptable, and they need to refund me immediately, and retreive their parts on their dime. Afterall, this was their failure to deliver me a product. They responded by informing me that I'll get the rest of the parts when I get them, and that if I want, I can sell it on craigslist. Furthermore, they tried to tell me that I got a "great deal" on the hot water heater and I should be happy. Talk about insulting.

So here we are. I have no hot water heater system and no refund. SunMaxx Solar is a dishonest, incompetent, sleezy company that no one should do business with.

This report was posted on Ripoff Report on 09/06/2013 01:09 PM and is a permanent record located here: http://www.ripoffreport.com/r/SunMaxx-Solar/Binghamton-Select-StateProvince/SunMaxx-Solar-SiliconSolar-Theft-Lies-Incompetence-Theyll-charge-you-but-will-they-1082300. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

No Refund Issued

AUTHOR: - ()

Despite what Matthew claims, no refund was issued to me for the product. My recount of my experience remains true and accurate. SunMaxx has made no additional efforts to right this situation.

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#2 UPDATE Employee

Addressed, Resolved And Experience Gained

AUTHOR: Matthew B - (USA)

My name is Matthew, a representative for SunMaxx Solar.  It is complaints such as this one, and our experience with the customer that has driven to completely retool our staff, our internal communications policies and our training programs.

From our internal records, this customer has been given a complete refund for their order, though obviously mistakes were made and the errors that have plagued some of our customers in the past are one of the major motivating factors in the work we are currently doing to increase our customer experience today and into the future.  On top of that, I would like to personally apologize on behalf of everyone in the SunMaxx Solar Family.  I am sorry that you had such a rough experience with our company and would like to assure (and everyone) that we have addressed (or are in the process of addressing) all of the internal problems that have led to situations like this in the past.

The reality is that there are thousands and thousands of excited and happy SunMaxx Solar customers who are savings thousands of dollars every year on their energy bills through the products we offer.  Not to make light of any customer’s bad experience, but this experience is the aberration and while a serious problem that has been addressed, is in no way representative of the service or experience of the average SunMaxx Solar customer today, or in the past.

Some of the steps that we have taken to address these issues include:

  • Replacing / retraining key staff in sales, customer service and logistics positions
  • Working closer with suppliers to decrease lead times and offer faster initial shipments
  • Developing extensive internal training programs for staff and management in all departments within the company
  • Working through all past customers with outstanding issues and problems to clear them up and generate a clean slate moving forward
  • New programs in place where customers can pay for merchandise when it is ready for shipment

If you have any questions about the steps that we have taken to correct these issues moving forward, please feel free to contact SunMaxx Solar by visiting www.SunMaxxSolar.com.

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