Review for Sunrun Inc.

Office location: 41653 Margarita Rd, Temecula CA, 92591

03/14/2024
MeisterMan Temecula, CA

Sunrun Customer Service - Deplorable!

Need to let off some steam folks, I apologize in advance. My issue all stemmed from a home inspector as I am planning to sell my home. They suggested that I get the roof inspected. I did so, and the roofing company cited 32 broken tiles. More specifically they said that they are all broken around where the solar panels and conduit are located. I decided to get the roof panels take care of for the new owner. They said to go back to Sunrun and see if they would reimburse for the repairs. I called Sunrun, got the canned response "someone will contact you in 24-48 hours". I was fine with that. Super nice gal, Katherine called and made the appointment for Jim to come out, which he did, and determine the roofer was correct and that I needed to get paid for the repairs. I forwarded all the pictures of the before and after repairs as well as the invoice. I was thinking this was smooth so far, BUT this is where it all went downhill. I was assigned a Case Manager Sherril Teller. It took 2 weeks for Ms. Teller to respond to my request. She emailed me asking for the pictures and the invoice. I gladly responded back that they had been sent to Jim and Jim confirmed that they were uploaded into whatever system they have. No response back for 2 days, she didn't have them. I was happy to send them to just her the same day. No response back, I emailed her to confirm receipt, nothing. I text her, no response. I tried to call, no answer but left voice mail, again, nothing. Crickets! This went on for 2 weeks then finally the day before yesterday, I decided to call Sunrun, again I got that canned response of 24-48 hours. This is where it gets better, I decided to look at MySunrun app to see the production of my system, AND FOUND OUT THAT MY SYSTEM WAS DISABLED UNTIL THE ROOF MATTER WAS TAKEN CARE OF. WITHOUT MY AUTHORIZATION OR KNOWLEDGE. So I called again, asked why it was shutdown, Tamica stated that I would have to talk to my case manager, Ms. Teller. I explained that Ms. Teller is not reachable. I asked to get her supervisors name, Mr. Pennington. He doesn't have a phone number, so I emailed him and Cc:'d Ms. Teller as well asking to have a conference call and determine the path forward. Bottom line, deplorable customer service, hard to understand phone that answer the phones, canned responses of "we will get someone to reach out to you in 24-48 hours, poor communication, no way to have a call escalated to a supervisor. I'm VERY upset with no one to discuss. I'm disgusted with Sunrun. The sad part is I went through Costco to get it all started.