Review for Sunrun Inc.

09/19/2018
Anonymous Easthampton, MA

Roof Leaking

I've been a Sunrun customer since 2011 and for most of that time I was very satisfied. In 2015 there was a leak under the panels and they were very responsive. They came out and fixed the leak, replaced insulation in the attic, and painted the ceiling which was stained due to the leak.<br />This past May I again noticed a leak, contacted them and they responded quickly again, reporting they fixed the leak. However, when I checked the roof it was still leaking in several places. When I called (after several tries) they finally responded saying that my “five-year roof intrusion warranty” had expired, and they should not have come out to fix the roof in the first place. Customer Care Rep. then stated I needed to have the roof replaced and I should contact my insurance company to see if they'd cover the cost. They also told me it would cost $100 per panel ($2800) for Sun Run to remove and replace the panels. When I pushed back on this they eventually stated they would remove and replace the panels at no cost, but I would still need to replace the roof. I stated I was still incredulous that they expected me to pay for this repair as it was so clearly due to faulty installation. I also told them that I would need some time to get bids and find a contractor to do this work. I told them I would be back in touch when I was able to coordinate that work. At no time did they tell me that this was a time-limited offer.<br /> In August, I contacted Sunrun stating that I had a contractor ready to go and needed to coordinate having the panels removed. I talked to the same customer service representative who informed me that the company would no longer honor the agreement to remove and replace the panels for no charge and the fee had gone up to $150 per panel ($4200). I of course was quite disturbed by them going back on their word. I spoke with a supervisor who simply reiterated the same position, stating that it was not something he could control or decide and when I asked to speak with the people who do decide he replied that those people don't talk to customers<br /> I also have no knowledge of and can find no stipulation about a five-year roof intrusion warranty. I cannot find any such stipulation in the contract and have asked them to provide me with written proof of this agreement. I have not heard back.<br />I've had three roofing companies bid on replacing the roof. The roof has a 30-year architectural shingle installed in 2003. They all voiced surprise that I was being told the roof needs to be replaced stating that it had a good 10+ years left in it. The only place the roof leaks is in 6 spots where the lag screws that attach the system to the roof are located. I've had to go up in the attic and install a large tarp to inhibit further damage to the house.<br />I also have concerns about Sunrun removing and replacing the system as it seems clear to me the system was either installed incompetently or their technology is faulty. They came out to inspect the roof in 2011 and then agreed to a 20-year contract. Four years later the roof was leaking and 7 years in the roof is allegedly non-repairable. What's to say If I comply I'm not in the same situation 5-7 years from now? It is my hope that this issue can be resolved but having been in effect stone walled by Sun Run, I've contacted a lawyer and fear this is the direction I'll have to go. I'm quite disillusioned by the company at this point.