Review for Sunrun Inc.

10/12/2021
SB Spring, TX

Unresponsive, TERRIBLE Company-DO NOT USE

I have had a damaged roof since April 15th 2021. I filed an insurance claim, found roofers, and contacted Sunrun about removal and reinstallation of my panels. That process began on July 22nd. I was contacted by email by Tre Miller out of Colorado and was told that I would be contacted within 7 days. Nothing. On August 4th I contacted Tre again, btw, no one actually answers a phone. I left a voicemail and received an email with the Field Supervisor Kyllan Smith's name and contact info and again told he would follow up with me in 7 days. Nothing. I called Tre and Kyllan, even emailed repeatedly with no response until The Field Supervisors outgoing message stated he no longer worked in scheduling and to call their Customer Service line. That was September 7th, 2021. So, I contacted customer service, who spoke with someone in scheduling and was again told my case would be expedited and I would be contacted in 7 days. Nothing. I called again September 27th and this time demanded a cancellation because I no longer want anything to do with this company. I was told that it would be noted on my account and that I would be contacted in 3-5 days. Tooday is October 12th, 2021 and I have yet to hear a thing. Meanwhile, my roof continues to deteriorate, and they have sent my account to collections. The WORST part is that I am at their mercy for removal because it states in the contract that if you have anyone not contracted by sunrun interact with the panels in any way, the company can try to collect damages!!! I've filled a complaint with the BBB and contacted a lawyer because this is ridiculous. NEVER, NEVER, make the mistake of trusting this company. I've had the panels for 3 years and this is my first and LAST issue with this untrustworthy company.