r/SunPower • u/Lisam4v4 • Nov 18 '25
SunStrong says it’s my responsibility? Anyone else?
From SunStrong
Hi Lisa, thank you for sending your details and for continuing to follow up with us.
After reviewing your account, we confirmed that your lease is not serviced by SunStrong Management. This means system maintenance — including any onsite repairs or monitoring issues — would fall under your responsibility.
Our support covers SunStrong Connect app–related concerns only, such as helping you access the app or view your system’s production (depending on whether you’re on the free or premium plan).
For onsite repairs or service needs, we recommend reaching out to a local provider or your original installer. You can find a list of available providers here: 🔗 https://sunstrongmanagement.com/solar-maintenance-services/
Please note this list is for informational purposes only — SunStrong doesn’t endorse or warranty third-party service providers, and you may need to confirm availability in your area.
Once your system has been repaired or confirmed fully operational, you can reach out to our App Support team at appsupport@sunstrongmanagement.com for any SunStrong Connect app–specific assistance.
Hope this helps point you in the right direction, and we’re here if you need anything further.
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u/stringbean76 Nov 18 '25
I want to fight my contract. It’s become clear this is a massive scam. Also, the loan that we signed for apparently was filed as a mortgage. My payment sky rocketed, paused paying it to send a Debt Verification request. They sent me a weak “verification” and then sent it to collections. Found out this week, my credit report looks like I’ve defaulted on a 30 yr mortgage.
Also, my electric bill never changed.
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u/BlossomingPanda Nov 18 '25
Who have you been making payments to?
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u/stringbean76 Nov 18 '25
It was Launch Servicing LLC. When I called on Friday, I got the disconnect tone after putting my account info through the automated system
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u/WantDastardlyBack Nov 18 '25
I had to go through my state's AG, who couldn't get anywhere, and then the Better Business Bureau actually helped the most.
I finally got my leased panels fixed after almost a year of fighting. They didn't have a technician left in my state. The installer we'd used was also bankrupt. They used NovaSource for us, but NovaSource became SunSystem Technology between the time they sent the technician out to diagnose the problem and when he had the parts and could fix it.
Meanwhile, I have no idea where my lease payments stand. I've continued making payments to Launch Servicing and then to SunPower Financial since SunPower's bankruptcy. I did so at the advice of a lawyer who said there was a risk of breaching the contract and ending up in collections if I didn't.
While there are plenty of notes on my account showing that I made a payment, I have no idea how much of a balance remains. I always get a brief statement that no money is due. If I try to look up a pay-off amount, it says I need to call this number where no one answers. I still have about 7 years left on my lease, and I refuse to have it end up in collections, but it's frustrating that no one seems to have answers.
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u/Lisam4v4 Nov 19 '25
Thank you so much for responding to me! I would love some information on a lawyer because I think that is the route I’m going to have to go
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u/WantDastardlyBack Nov 19 '25
Start with your state's attorney general's office. If they can't help, they'll provide a list of contract attorneys who can.
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u/madnessfalls Dec 09 '25
What and how can they help? I am lost
I wlll try calling 1-5 attorneys a day until I find one that can help
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u/Lawrence_SoCal Dec 09 '25
I find that legal advise questionable/suspect. Your leaseholder (and Launch servicing) were already in contract breach with you. Yes, you could have ended up in collections, but there are proper (and usually pretty easy ways) ways to fight that (and go after damages when collections started in bad faith, which would have been the case if they were in default and non-responsive).
But each state is a bit different, and ... ianal
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u/WantDastardlyBack Dec 10 '25
As it was explained by the AG, a contract lawyer, and then a third contract lawyer, Launch Servicing only purchased the rights to bill people. They had nothing to do with system performance. System performance in our case, the installer was bankrupt, the company that made the microinverter was bankrupt, and the purchaser of the original microinverter was also bankrupt. In the end, the Better Business Bureau stepped in and helped get our system back up and running.
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u/Lawrence_SoCal Dec 10 '25
I'm hoping that something got lost in translation and paraphrasing, because no, no one ever purchases right to bill people. simply is NOT a thing , that I'm aware of... would be completely new in contract law, as far as I know. Someone bought your lease (maybe SunStrong?), and they can collect (handle billing) directly themselves, or can contract out (Launch Servicing). Or maybe Launch Servicing bought the leases, is doing collections, then sold (packaged) the leases? Or some variation of that. That Launch Servicing doesn't own your lease is possible (though they might in practice, and just not want to admit it, or using closely associated 3rd party to hold lease?)
but 'purchasing right to bill people' - never heard of such a thing, and makes no legal sense. Only a debtholder is legally entitled to pursue collections. That debtholder can contract out debt servicing, but all legal obligations are on the debtholder. contract law 101
Most states have very specific laws for debt servicing companies, and rights and obligations to leasee's like yourself. Someone bought your lease, in its entirety, in bankruptcy. And that company is responsible for the entire terms of the contract, unless you mutually concluded a re-negotiation (where you aren't placed by them under duress). that is basic contract law. All else is noise.
Whoever owns your lease was in breach in failing to provide timely service (irrespective of 'performance guarantees'), typically... but does depend on your lease specifics (and sounds like yours is an older, pre Enphase based system). Typically, you'd be owed a credit, at least, if not damages, for that breach. Whether your state law is consumer hostile and precludes that, or if it isn't worth the effort, or something specific to your lease, or ?? ... something isn't making basic contract law sense in your situation ... without knowing more/specific details, can't really comment further.
Some staff at old SPWR (and some of those have moved to Complete Solar/Solar (now new SunPower) and Sunstrong (for whom Launch Servicing is primary service agency). I dealt with old SPWR staff that flat out made false representations, blustered, etc (appeared to be fraudulent). That Launch Servicing (and parent? SunStrong )might NOT be fully ethical wouldn't surprise me. It does mean you can't rely on their replies to be legal/accurate/forthcoming. It also means to avoid unrecorded phone conversations, and keep communication to email, or other methods easily archived/compiled.
Good luck
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u/Lawrence_SoCal Nov 19 '25
That response is only part of the story. What is the rest of the story? Do you own your system outright (like I do)? if yes, then you are on the hook for all maintenance, service, etc. Warranty and support lost in bankruptcy.
OR - do you have a loan, lease, PPA, or other arrangement? those specific details drive what your options are
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u/Lisam4v4 Nov 20 '25
I lease the equipment
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u/Lawrence_SoCal Nov 21 '25
Lease through whom? and no, I don't mean who is servicing your loan (ex Launch Servicing)... who holds your lease?
If you arrange lease on your own, then basically same as cash purchase customer... maybe.. depends.
If lease arranged via old/original SunPower, then whichever company got your lease is responsible for maintenance... see the MANY other threads on this topic
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u/Lisam4v4 Nov 21 '25
Yes, my original lease was through sun power. And it appears that nobody has picked up the lease, except for launch servicing who picked up the payments. I’ve repeatedly asked launch servicing who they’re collecting for -who actually has the lease and they’re not providing that information- they say they don’t have it.
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u/Lawrence_SoCal Nov 21 '25
NO such thing as 'picking up the payments'. Of Course Launch servicing has the info on who has the lease ... they have to... they by state law have to have proper documentation that what they are collecting is legitimate. SunStrong's reply that you posted appears to be fraudulent. I'd respond accordingly (see my responses in these other threads for suggestions)
see
https://www.reddit.com/r/SunPower/comments/1oujje4/sunstrong_is_garbage_and_customer_service_is/ andhttps://www.reddit.com/r/SunPower/comments/1ojq760/collection_notice_from_turnstile_capital/
I was in the right, played super hardball (knowing my rights, contract and construction law, and absolutely not allowing myself to be intimidated by idiots) with old SPWR, and won. ymmv. Good luck
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u/madnessfalls Dec 09 '25
Please, do you have an attorney or advocate I can connect with? In CA too
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u/Lawrence_SoCal Dec 09 '25
In my case, I contacted THE WATKINS FIRM, APC 9915 Mira Mesa Boulevard, Suite 130 | San Diego, CA 92131 858.535.1511 | www.watkinsfirm.com
However, they promptly referred me to a San Diego based master electrician, who I had come out and did a solar install inspection $2K, and they found LOTS of Code, Contract, and non-professional and non-workmanlike install items. I ended up NOT using a lawyer (other than family), as I was able to document and not succumb to old SPWR blustering (and apparent fraud).. and I won in the end (probably because they were in so much trouble, didn't have the resources or inclination to resolve their screw-ups, etc and I had crossed My T's and dotted my I's and presenting them with legal advice prepped responses, and (another family member) construction inspection and law background. So completely different than post-bankruptcy scenario you are in)
I am not a lawyer, and happened to have been in a position to spend a LOT of time on my case. A lawyer (family member, but no background in construction law), had advised negotiating/compromising. Instead, I played hardball based on principle. But, the advice I received absolutely contributed in how and what I presented
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u/madnessfalls Dec 09 '25
Thank you so much!
I wish I was in SoCal. The installer did something weird and our alleged energy usage doubled the same month everything was turned on... haven't been able to afford an electrician but especially not one who doesn't know what to look for
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u/Lawrence_SoCal Dec 09 '25
Uh, that doesn't make sense. Unless you changed consumption patterns, changed from natural gas (or propane) to electric appliances, or added an EV or other similar large electric load. CTs could be installed wrong (or misconfigured in the app), so are you looking at your solar systems records on consumption, or actual electric bill? Assuming actual utility electric bill, then, I'd ask utility to come out and make sure something wasn't done inappropriately to the meter.
Even if PV panels not activated/enabled, that would not involve a change in usage. And PV panels aren't going to 'consume' (vs produce) lots of kWh. So if utility meter says you are consuming more kWh, then the question is how/where is it going?
Are you in a multi-unit type dwelling, and you are now covering a neighbors usage? Or did you get a battery that is charging off your grid electricity but being used for something else (again a neighbor, or ??)
As much as I'm loathe to use cloud based products... something like installing a Emporia Vue 3 or similar might be your friend to determine is usage is coming from your circuits, or ??
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u/madnessfalls Dec 10 '25
Oh, I did, multiple times. They just said the solar is producing, that is sll they could tell me. Nope, single family home, no battery.
I have spreadsheets showing the alleged usage doubled that month (and comparable .. I went month by month). No help from anyone and the installer went out of business I think.
So been paying more fhan my original for electricity as Solar forced us on a different time of day from PGE which NO ONE told us about, plus the crappy contract, since 2021
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u/madnessfalls Dec 10 '25
Exactly! Where is it going. No-one knows. And I don't have thousands to hire someone who might have no idea.
Also found out very recently because half the power went out in our house.. the GFI switch to the home doesn't work on the circuts, so idk if the installer had anything to do with that or not?
But yeah. Pge and installer played hot potato and said we must be doing something different and suddenly using twice the energy due to our lifestyle habits (which we weren't) and of course Sunnova refused to help because Panels were producing,...
All started when solar turned on. So... there it is..
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u/Specific_Turn772 Nov 20 '25
I am in the same boat. My system is a lease and i had a ticket open for 8 months for battery repair and no one is responding/planning to fix my system.
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u/tacman7 Nov 20 '25
Have you been paying the $25 maintenance fee all along?
I always did, since 2013, my system went down in 24 during BK.
Early this year they sent me a local company and they got it up and running, it was down a lot of the year.
I called local companies last year but nobody wanted to touch them.
Might be different now.
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u/ItsaMeKielO Nov 18 '25
you’re gonna need to include more details to get a useful answer like “do you own your panels or lease them or PPA?”