Review for Sunrun Inc.

04/18/2024
js West Haven, CT

Personable technicians, dreadful customer service

When approached by the salesforce, we were told that if a panel wasn't working or had been cracked by a falling branch, they would know IMMEDIATELY and automatically send someone out to fix it. Over the summer of 2023 our electric bill was high, my spouse thought it was due to using the air conditioner. In September we were contacted by Sunrun telling us our system hadn't been working since May 14, 2023. A technician came out and said a part had to be ordered. He made a point of saying when it was fixed, we should ask for a credit for the months we had no service. The part did not come in until mid December 2023 meaning we had no solar service for seven months. After asking for a credit and getting a run around from one Customer Service rep to another they agreed to a three month credit - not seven. So what happened? They not only took the payment from our checking account, they reduced the credit by the same amount! I had to call several times and honestly, no one seemed to understand why pulling 113.00 dollars out of our checking account AND reducing the credit by the same amount was double billing. My husband died recently and now they are claiming there is a problem with checking my credit. I have a very high credit rating. Every credit card, bank, phone, utility, cable, wifi company immediately changed to my name - except Sunrun. Now I am waiting - was told they are having "trouble" with their site. If their Customer Service was one quarter as good as their technicians, I would be a happy customer. It has become clear why the repair tech reminded me TWICE that I would have to ask for a credit - he knew - and even then, it was not for the full time I had no service. Extremely disappointing.