Review for Sunrun Inc.

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

11/30/2023
PamR Hatfield, MA

Did not uphold agreement on system

SunRun installed the 2 systems in 2011-2012 as part of the SolarizeMass initiative. It is a leased system. At the time we were told the inverters would be replaced after 7 years. They never were. We were also told they monitored the system. Obviously they don't, as it has been down since January 2023. Due to the very rainy year and the other system still working, I never realized the house system wasn't working until July. I contacted SunRun about it and a few weeks later a contractor came out and verified the failed inverter. He also said the 2 inverters were obsolete, so obsolete he'd never heard of the company. He could do nothing but report what he'd found to SunRun. I have made multiple calls to SunRun over the last few months trying to reach Deja Roper, the person responsible for getting the work done. She has not once returned a call. I was told on November 29, 2023 by a customer service person that a couple days before the request for the new inverter had been authorized. It sounds like they authorized replacing the inverter with another of the obsolete brand. When I have been on the phone with a customer service person, they have not once been able to speak with Deja Roper, she doesn't answer their calls either. As it stands, I have no credit left with the power company and have been paying electric bills since January in addition to the monthly fee to SunRun. I am a disabled elderly widow on a fixed income and this winter's bills are going to hit hard.