09/06/2024
F.C.
San Jose, CA
Our system have issues since June where the backup did not trigger during an outage. Each tech visit has taken a month. First visit in July a communications boards replaced. The system still did not trigger on the next outage. The next tech visit was not available until late Aug where the system was reset with some new communication antennas were added. The system sometimes would not produce and the battery no longer charges to 100%. The last tech had mentioned that to call Sunrun to have the battery replaced. Now after a 20 minute chat about this issue the agent said she could not schedule a new visit and to call the toll free number to talk to the department in charge of the case. Oddly, the agent could not tell me what the O&M department was nor what O&M stood for. The above effectively means the system issue will go on for at least 5 months. Do they really expect people to recommend them with this kind of support?
System size (kW): 3.6
Year installed: 2021
Sunrun Inc. reply
09/11/2024
F.C., sincere apologies for the poor support we have provided you with and for not helping resolve your concerns. We want to help provide you with quality information and resolve your concerns. Please send us an email to resolutions@sunrun.com with your service address and your concerns so we can help you. Thank you!