Office location: 225 Bush St. #1400, San Francisco CA, 94104
02/09/2019
Anonymous
I still do not have a working solar system. I have now paid 2 months of loan payments as well as electrical payments. <br /><br />Sales Representative lied to both my wife and I. He promised up to $5,000 in repairs and that was due to the fact that we were aware that repairs needed to be made. He promised they would be taken care of. They have not.<br /><br />Logistics Prior to installation were good. I was aware of the time and day of installation and communication was very good. I even took the day off work because "Someone needed to be home" to run the lines through the attic.<br /><br />The first installation team was horrible. I told them that I had the day off, so they could run the lines through the attic. They told me that the company does not do that anymore (which I later found out wasn't true due to numerous customer service calls). They punched a hole through my wall into my sons room, and then sunrun didnt send out a repair team for exactly 59 days (during that time, we had numerous rainstorms and the room basically flooded a few times. The repair team they sent didnt even cut out the wet dry wall, nor care about the mildew smell coming from the damp carpet. They just patched up the wall and painted. Can you say mold? Anyway, back to the first install crew. One of the guys pooped in a bucket and then dumped it into my neighbors trash can. While my neighbor watched. And hes a Highway Patrol Officer. He wasnt very happy, and had plenty to tell me about how "I hired a very unprofessional company" and other crazy environmental laws that sunrun had broken. The conduit they ran down the side of my house is very crooked. They later "fixed" it by painting it to match the house so it was less noticeable. Its very much still crooked though (and if they would have ran the lines in the attic like they were supposed to, it would have been non-existent). The next day I had no power to half my house. Sunrun sent out someone that day to check, and they had found that the install crew had left some things unattached in the breaker box. After power was back on, some of the promised fixes (mentioned earlier by the sales representative) were still not working. Sunrun sent out a licensed electrician (apparently the only licensed person to step on my property) and he found the problem pretty quickly. However, he did not fix it as it was a "pre-existing condition." Uhh, yeah, it is. This is the same problem we showed our sales person who promised that it would be fixed. It still hasnt been fixed.<br /><br />The second install crew that came to clean up the first crews mess was much better.<br /><br />Later, after the second crew had finished, we failed inspection because my panel was not permitted. We had just bought the house and the old owners did an upgrade without pulling a permit. So I went to city hall, pulled an owner/builder permit and got it inspected. It failed the inspection, can you guess why? The breaker that sunrun added to my panel was not U/L compatible with my panel. Also, the cover would not close with moving live wires because the thick PV lines that sunrun installed were not properly routed. A quick call to sunrun and I was told "We do not work on unpermitted panels. Get it permitted, then we can come out."<br /><br />To recap: They broke two electrical laws in my panel, which caused my panel to fail the permit inspection. They told me they would not fix the problems, that they made, because my panel was not permitted. A full days labor to an electrician and the cost of the permit came to just under $1000. Which I had to pay out of pocket for this "no out of pocket" solar system. But I did it anyway, because at this point I was paying both my electric bill and my solar loan. <br /><br />Finally my inspections all passed, and I was given the green light to power up. After numerous phone calls and emails, my system still does not work. It gets an 3x6E about 10 minutes after each restart. Its a communication error, and Ive noticed that each time i go to reset it, the breaker in the battery box had flipped itself to off.<br /><br />Sunrun called me yesterday to tell me that it isnt a problem on their end, its on the electrical companies end. Even though the problem is with the battery that they installed. They even tried to cancel a standing appointment to get it fixed!<br /><br />No I will not recommend the group of liars calling themselves "sunrun."
Sunrun Inc. reply
02/15/2019
Thank you for your communication. We strive to always provide outstanding service. In keeping with this, operating with the highest level of integrity happens without question! That's why we immediately shared your experience with our sales leadership team. Remember that solar is seasonal. The panels will produce more during the sunnier months and less during the winter. Over the course of 12 months, you will still be saving. Feel free to provide us the full name as shown on the service agreement and we can have a Specialist will reach out to you.