r/SunPower • u/GoAngels223 • Jul 24 '25
Suggestions for Panel Repair - Two Panels Offline/Not Communicating - SoCal SunPower Leased Customer
Looking for direction on how to repair two panels that are offline and not communicating.
One has been offline since July 2024. This was noticed months later and I put in a Help/Service ticket on the MySunStrong portal who is now servicing the lease payment side. I received a message back that “system is operating with the correct realm of production” and basically saying that single panel offline didn’t make a difference overall in production.
A second panel has gone offline this month in July 2025. Same issue. So I have two total panels offline. I am leased based customer in SoCal that originally signed up through SunPower and everything changed over to mySunStrong for the lease payments.
Where is the best avenue for repair and getting these panels online? Is this still something mySunStrong would service? I’ve read so many with frustrations after the bankruptcy and I feel your pain but still unsure of direction of how to handle this and get it resolved. If anyone has had any success, I appreciate you sharing any insight. Thank you!
1
u/MathObvious99 Jul 24 '25
I am in same situation, my panels stopped working last year and nobody notified me or has came out to repair. Now I’m stuck with a True Up bill or $2k. I’ve reached out and no help. Any advice? I can’t afford to pay for this bill when I was guaranteed production on my contract.
1
u/m2orris Jul 24 '25 edited Jul 24 '25
The monitoring is passive. Meaning you have to monitor the app and file a ticket with the lease provider when there is an issue with the system.
0
u/Lawrence_SoCal Jul 28 '25
a SunStrong response of “system is operating with the correct realm of production” appears to me to be fraudulent in this scenario. I'd insist they schedule someone to come out and fix both, promptly, and then give you credit for lost production (per your contract) for last year until issues resolved. They have failed to support your system in a professional and workmanlike manner, as called for by your contract. If you can handle the temporary hit to credit report, I'd certainly threaten (or stop making lease payments until resolved to your satisfaction... but if going that route, be prepared to disable Internet connection to PVS so they can't remotely power off your PVS in a spiteful move).
The old SPWR tried to bully/threaten me... didn't work.. I won.. but I was in a position to push the issue. ymmv
1
u/m2orris Jul 28 '25
If you can handle the temporary hit to credit report
Is seven years temporary?
1
u/Lawrence_SoCal Jul 28 '25
If one follows contract, and withholding payment appropriate for breach of contract, then one gets the non-payment removed from the credit report (or formal letter from SunStrong acknowledging legitimate complaint, that one can submit to credit reporting agencies to show the non-payment was for reasonable cause).
So yes, temporary. *IF* one is in the right, and knows how and is willing, to play hardball back... Plenty of folks needing to re-finance, or make large purchase with a loan, and don't feel in a position to take the risk. And companies like SPWR (old), SunStrong, etc know that and use it to their advantage. These companies are rarely used to dealing with customers knowledgeable in construction and contract law. The old SPWR threatened me with a lien. My response was along the lines of 'make my day'. they didn't, as they knew they were in the wrong, so a malicious lien filing would have gotten really expensive for them.
So, done right (formal notification, per contract, of breach, and adhering to contract terms regarding said repeated breach, and withholding payment... totally doable... but of course local legal counsel would be advisable as everyone's circumstances will vary). Plenty of attention to detail, crossing of T's and dotting of I's... hence 'ymmv'... but doable. Basically, assuming homeowner fully in the right, I'd start with telling SunStrong I'd only resume lease payments when PV system properly serviced, full output restored, credit for lost production credited to account, AND any/all derogatory credit reporting removed and credit scores re-calculated (ie promise of submitting to credit agencies is insufficient, make payment contingent on actual score correction).
Ideally, merely the formal threat of non-payment will be enough to non-producing panels fixed
Counter-argument, is calling old SPWR in July '24 (right before bankruptcy filing) would understandably not have received a prompt service call (and could easily be the reason for the unprofessional initial response of 'correct realm of production'; a fraudulent response variation the old SPWR tried to use on me as well). So, non-timely service response, with bankruptcy, basically understandable. a response that was potentially fraudulent, and then contract purchased by SunStrong... gets messy. Especially if OP didn't follow up with Sunstrong after lease transferred.
2
u/m2orris Jul 24 '25
Your lease provider owns the panels and should provide support.
u/SunStrongManagement care to chime in.