Review for Sunrun Inc.

Office location: 225 Bush St. #1400, San Francisco CA, 94104

01/24/2019
Anonymous Fallbrook, CA

Broken Promises

Before installing Sunrun solar panels, I asked several times about whether they would repair our roof if it should leak afterwards. I was assured each time that they stand behind their product and services and so would definitely do so. After the installation this summer, and a wet winter, we had about a dozen leaks in our ceiling. When I contacted Sunrun they sent a technician out who said it wasn't their fault; the paper under the roof tiles was old. So, why didn't one of the technicians, engineer, installer, someone tell us this before all the panels were installed. We could have taken care of it then before the installation. Instead I got the interior of the house painted and new carpets installed, only to have our ceiling/roof leak over the past month and damage both. I have called the representative numerous times and initially she would get back to me, but I have not heard back from her since I requested Sunrun come out to remove the panels so a roofer can repair our roof before the next rain. I have made 5 attempts over the past week, but no one has called me back. You refuse to pay the cost of repairing our roof, pay the cost of repainting the interior of the damaged areas and pay the cost of new interior plaster when it has begun to bulge from the wetness of the rain. Because you didn't inform me about the paper on our roof, we must incur all of these costs. I believe the 4-6 men you had walking on our roof at various times caused the damage, but you refuse to accept any responsibility. This is bad P.R.

Price charged as quoted
On schedule
After sales support

Sunrun Inc. reply 02/15/2019
Hello, it is very disheartening to hear of your experience, this is not the kind of customer service we wish to provide. We want to help with your situation and initiate our goal of providing a positive customer experience. In order to dispute pour technicians findings, we will need a report from your contractor stating why the roof leak is solar related. Feel free to provide us the information by contact Customer Care. We want to work with you and turn this experience around.