SunRun Customer Service Issues

Since January 1, [redacted], I have had a solar system from SunRun that I am deeply dissatisfied with. In a 20-year lease, my payment has increased from $[redacted].50 to $[redacted].79, which wouldn't bother me if the system was functioning properly. However, my electric bills with Eversource have doubled since the solar panels were installed, leading me to arrange a payment plan with the electric company. Despite contacting SunRun to request a checkup on the system, they claim it is operating correctly and refused to send someone for inspection. I have reached out via email twice to inquire about the cost of terminating the lease as I am considering selling my home and don't want to burden the buyer with these issues. The whole situation has left me regretting my decision to go with SunRun, even though I had researched multiple quotes diligently before making a choice.

I opened a claim on September 5th to have my solar panels removed for a roof replacement. On September 17th, a SunRun crew took out the solar panels. The roofing work finished on October 1st, but I'm still waiting for the solar panels to be put back. I've tried contacting Connor, my SunRun field representative, but he hasn't responded. I've also reached out to DeNae, the original rep who handled my claim, with no success. Customer service has been unreachable, and I've been on hold for two hours. It's frustrating to not get any assistance. I hope to have my solar panels reinstalled promptly to resolve this issue. Gil D. [redacted] Fox Ridge Way Upland, CA [redacted] Phone: [redacted]

I installed solar panels from Sunrun, but strangely, I am still getting electric bills from So Cal Edison. The combination of the electric bill and the solar lease payment has resulted in a higher overall cost for me. Despite reaching out to my Sunrun sales representative, a Sunrun representative at Home Depot, and contacting Sunrun directly, the problem remains unresolved. It seems like my solar system is not working at its full capacity and needs to be looked into, fixed, or removed altogether. My name is Diane Torrey, residing at [redacted] Manitou Dr, Apple Valley [redacted]. You can reach me at [redacted].

I reside at 67 Byron Ave, Yonkers, NY [redacted], and have been experiencing an issue with Sunrun since March [redacted]. Despite numerous calls to Sunrun, the problem remains unresolved. A technician inspected the system and identified missing components but never followed up as promised. Upon contacting Sunrun again, we were told the person we spoke to is the manager who assured us he would order the necessary items and call back within a week. However, we never received a callback. Our attempts to reach out again have been futile, leaving us frustrated as we continue to pay for a service that is incomplete. We are contemplating switching to another company or canceling altogether. I believe compensation for the damage caused to my roof is also warranted.

I've had my solar panels for 4 months now, and I've been informed that Edison is still awaiting payment for a Heat Meter adapter necessary to connect to the electrical box. It's been 4 months, and the delay is frustrating. I feel like I could have purchased and installed the adapter myself by now. I've tried reaching out to my salesman, Alan Pinto, via calls and texts but have not received any response. I believe this installation might have been a mistake. Please contact me at [redacted] or visit me at [redacted] Paisley Ave, Hesperia, CA, [redacted]. The account number is under my wife's number at [redacted]. This message is intended for Manager Chelsea Gerts.

I have Sunrun solar panels. When my spouse and I signed the agreement in September [redacted], they were under the name Sungevity. Everything was fine until we discovered a leak under the panels and had to replace the roof this year in [redacted]. Dealing with the removal of the panels has been a frustrating experience. Communication has been slow and unresponsive, with promises made and not kept. After contacting the Better Business Bureau and persistence, we were able to get the panels removed and the roof replaced. However, communication with the field service manager, Kyllan Snow, was mishandled, leaving us feeling anxious about the process. We are now waiting for the panels to be reinstalled and are worried about the cost, which was not clearly outlined in our original contract. Despite the financial strain this has caused us as retirees, we value the energy savings the solar panels provide, especially for medical reasons.

I have not received the completion documentation for several weeks, since around April 9th. Additionally, your team did not provide the correct photos or any photos at all, resulting in me having to complete their work. Despite being told this is a problem caused by ComEd, I have spoken to their representative. It is always necessary to include photos (and the correct way to take them), a copy of the City inspection, a photo or invoice of the inverter, and a photo of the house for reference. ComEd has been waiting on your team. Your delays have set me back weeks in starting to generate energy for the winter months. Previously, we faced issues with a 2-day installation that lasted nearly 2 weeks. The project address is [redacted] Old Orchard Rd, Harvard IL, [redacted]. My ComEd project number is 21-[redacted]. Please inform me of how you plan to address these mishandlings of my project. Thank you, S. Berg

I am facing issues with the solar panels on my roof. There is a leak, and though the company claims it's not their responsibility, the roofer mentioned it was due to the panels. I have already paid the roofer more than $[redacted], but I have not received any assistance from the company. When I reached out to them to address the continued leaking issue, I was informed I had to bear the cost for another professional to inspect the panels. As one of the initial customers in the area to have Sunrun installed, it is disappointing to feel neglected by the company.

I am currently experiencing delays in obtaining an umbrella policy for my solar panels through our agent. Despite assurance of a $1 million coverage for $[redacted] with Nationwide Insurance, contacting two agents revealed that a homeowners policy was necessary first. I reached out via email requesting the contact details for the $[redacted] policy, but have received no response or returned calls. This lack of communication has stalled the process, and I am unsure if our agent is aware of the issue. Thank you for your attention to this matter. - Mike or Dorothy K.

I have contacted Sun Run's customer service multiple times regarding an issue with installing a Generac Generator in my home. The installer cannot reconnect the electric to the main power due to concerns about back feed problems into the solar system. Sun Run representatives have given me conflicting information - from needing a technician to reroute wires to stating there would be a $[redacted] reconnect fee. After being put on hold for 30 minutes and receiving email instructions, I was told Sun Run does not provide a technician for this service. The representatives seem misinformed about connecting generators to the system. I am looking to speak with a knowledgeable U.S.-based customer service representative to resolve this simple issue.

After initially signing up for a PPA and then changing to a loan, I went through the process smoothly with my salesman. The system was installed and everything seemed fine until a bill for the PPA arrived unexpectedly. Despite my efforts for the past two months, Sunrun has been unresponsive. The salesman admitted the error but without a change order, they are unwilling to rectify the situation. This could end up costing me an extra $[redacted] over time. It's frustrating that no one at Sunrun seems willing to assist in resolving this issue promptly.

We recently purchased a home in Dixon, CA in the Valley Glen subdivision which included solar panels. Despite this, our PG&E bill in mid-December showed no indication of the solar panels being linked. I reached out to the Sunrun representative, Jonathan S., who sold us the panels. After sending him our PG&E bill information as requested, we did not receive confirmation that all required information was provided. Numerous follow-up calls yielded no response. PG&E confirmed they had no record of our solar panels. After contacting Sunrun's customer service and speaking with Jonathan's supervisor, Sara B., and leaving a message, I am still awaiting assistance in getting our solar panels connected. I am requesting guidance on the next steps to resolve this issue promptly. Thank you.

The solar panels installed by Sunrun on the house below ours in December [redacted] are causing a blinding glare in our backyard and on the back of our house. Despite contacting the city, we were informed that the installation was permitted. Sunrun states they can only act if the customer requests it. The owner of the panels is unresponsive to our concerns about the glare. How can we escalate this matter further, and is there a direct contact number for Sunrun or another avenue to address this issue?

I am a Sunrun solar customer experiencing issues with the backup battery system. During recent PG&E power outages, the solar installation did not work as expected, leaving parts of my house without power even during daylight hours. This malfunction has also caused failures when utility power is restored, affecting areas that should be backed up by the solar system. This has put my family, who rely on electricity for their well-being, at risk. Additionally, I am facing financial losses due to spoiled food resulting from these problems. I am concerned for my family's safety and considering having the entire system removed from my house.

After the reinstallation of my solar panels, they were left dirty, causing white streaks on my brand new roof. I have been trying for over five weeks to get this addressed to no avail. The service for removal and reinstallation is unreachable, and I have received no assistance. I need someone to address this issue promptly. I have called multiple times and either been dismissed or given incorrect contact information. Please reach out to me for assistance at [redacted] or email me at [redacted]

Our A/C stopped working this weekend, and we had a technician fix it. He provided a detailed report which points out code violations during our system's installation. Here is the summary: The technician replaced a failed run capacitor and reset a tripped breaker serving the condenser located at the PG&E main panel. An arcing noise was heard while resetting, revealing an excessive voltage drop through the breaker of over [redacted] mV. It was discovered that the breaker's rejection clips were broken and a non-compliant quad was installed by solar installers. To comply with code, a standard breaker was installed to restore the A/C, leaving the solar system disconnected. The technician mentioned a possible need for a sub-panel installation if the main panel doesn't support the appropriate breaker. The repairs also included topping off the charge, but a metering device restriction may exist. I anticipate receiving an email to schedule an inspection to address the code violations and address the solar system issues. Thank you, N. F. Walnut Creek, CA [redacted] [redacted]

On July 28, [redacted], a windstorm caused damage to the solar panels on my home as the roof became separated. I've asked Sun Run to authorize the roofing company to remove the panels for roof replacement. The removal is complete, and now I need the damaged panels replaced for reinstallation of the solar system. I've been in touch with Brandon regarding my claim, but I'm still waiting for updates or a response. My contact information is as follows: [redacted] Marc Place, Tucson, AZ, [redacted]. Phone number: [redacted]. Name: Jose J. Hernandez. Thank you.