• Report: #1136778

Complaint Review: Sunrun

  • Submitted: Sun, April 06, 2014
  • Updated: Wed, May 07, 2014

  • Reported By: Andy — Bakersfield California
Sunrun
595 Market St 29th Fl San Fransisco, California USA

Sunrun We were deceived San Fransisco California

*Author of original report: The wiring was incorrect

*Author of original report: Our system is very undersized

*Consumer Comment: Additional information..

*Consumer Comment: Sorry for your trouble....

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First of all, never ever agree to a contract, purchase anything or continue to talk to someone knocking on your door selling anything.  If the product was any good, you would go to them, not the other way around.
We fell for the sales talk which turned out to be false. After 2 years with the solar system in place there have been no savings and a higher realized cost. We were told that we would save hundreds a year, have complete warranty coverage for the life of the system and the panels would be cleaned by them if the electrical production drops (they never did clean them, big surprise!).


Before the first year was up, we had electrical problems in our house causing outlets in our kitchen GFI to go out (4 outlets).  I called Sunrun about it and after 3 weeks there was no reply by them.  We were tired of not having any kitchen outlets.  I finally had to call a licensed electrician who told me their wiring job during installation had doubled the current through one breaker to make room for their breakers.  The wiring melted and almost caused a fire.  The electrician only reworked their job and gave me a letter stating the dangerous incorrect work done by Sunrun's contractor.  They also broke ceiling tile(s) during the install.


After over one year of complaining to Sunrun about a permanent fix they still would not take care of it even though there is a lifetime warranty in writing and a fire hazard exhists.  Only after a BBB and CA contractors licensing bureau complaint was filed by me did I get a response from them

.  
As of this writing, it still is not completed and their customer care is slow and arguemenative.  The replies ignore my complaints and they try to change the subject as a politician would.  We have had this dangerous (fire trap) system almost 2 years and have used less electricity personally but have spent more for this lower amount of power than without them.  The "hundreds of dollars a year savings" never materialized.  They continue to tell us "the savings will come soon".  Soon!  Two years later, a negative amount saved!


We were deceived, ignored and left in a very dangerous unsafe situation.  The fact they only responded after complaints were filed should tell anyone of their character.  We have saved nothing for all our grief and wish we could get rid of them and their useless system attached to our house.  Per the contract, the price of the electricity from the system will continue to increase exponentially every year for 18 more years.

 
After all the time with calls and emails, they are stonewalling and refuse to honor their salesman's bogus claims. Never buy anything that knocks on your door! Especially one with a 20 year commitment.  I never thought companies like this that prey on people's good nature still exist but they do.

The last contact I had from them the phone went dead during our conversation as I feel they do not want to correct this horrible problem and want it solved their way.  Still paying more for solar. 

                                                                                       


This report was posted on Ripoff Report on 04/06/2014 03:29 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sunrun/San-Fransisco-California-94105/Sunrun-We-were-deceived-San-Fransisco-California-1136778. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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2Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

The wiring was incorrect

AUTHOR: - ()

The neutral lead is the one that melted.  the hot side was OK.  I have a letter on company letterhead from the licenced electrician stating this.  A copy was provided to sunrun.  I am not just stating "whatever" for effect.  They reimbursed me for the electrician ($75) after a few months.  Obviuosly, they were convinced there was an issue as they paid me back and sent their own person to supposedly make a permanant fix.  It only took over a year after notifying them and going through the trouble of hiring an electrician and filing online complaints for them to send one.  I still, to this day, do not know what "repair" was afforded as I was not home when the person showed up. 

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#2 Author of original report

Our system is very undersized

AUTHOR: - ()

The system installed on our house is only a 3KW one.  I do not know what the weather is like where you live but it is over 100 degrees here for 2 weeks straight and our AC runs a lot.  I am in my 4th round of talks with sunrun and they are really taking their sweet time "talking" about what to do to make this right.  Been over 4 years now!!!!  Initiated this last round 3 months ago!!!! Like I said, stonewalling.  Glad you are able to get savings with your 8KW system. 

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#3 Consumer Comment

Additional information..

AUTHOR: Ken - ()

I went back in our records and found our power bill in 2010 (BEFORE activating the solar) was over $2700.00. Last year, with the solar it was $1300 for the year.  This is even with the ever increasing rates from the power company. 

Hang in there..you WILL see positive results.

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#4 Consumer Comment

Sorry for your trouble....

AUTHOR: Ken - ()

I've had an 8kw system from SunRun since Sept 2010 and it's already starting to payback..not a lot, but it won't be long before we're looking good.  Our bill from April through Sept. is about $8.00 to the power company and an equivalent $90.00 to Sun Run.  Prior to the system going in our summer power bill was almost $300/month during the summer. I also must run medical equipment 24/7 and that quickly adds up.  I have been VERY satisfied with their service and responses.  I believe them to be an honest company.  You should have received a power plan summary when you purchased the system.  Are you generating (solar) approx what the chart shows?  What is the size (kwh) of your system?  You can also look on their website and see your production versus expected production.  How is that doing?  Their website is VERY informative on system performance.

I don't know what you were really "told", but you just don't immediately start making money with your solar.

Do your solar panels need cleaned? Has the production dropped?  How did the wiring melt due to too much current through the breaker?  The breaker is there to protect the wiring and will trip at rated  capacity no matter how many wires are connected to it. If the breaker is 20 amp, it will trip a bit over 20 amps, no matter the number of outlets or wires. If, they connected a 14 gauge wire to a 20 amp breaker, it could present a wiring problem. Utility circuits (kitchen, laundry, etc) are usually 20 amp with 12 gauge wire.  Other household circuits are usually 15 amp with smaller 14 gauge wire.  Did your electrician install a double 120 V breaker to fix the problem? That allows an extra breaker position in your electrical panel.

Again, hope you can work it all out.  I'm very satisfied with the service. 

No, I DON'T work for them only subscribe to their service.  It's nice to know if something fails or the panels get broken by hail, that they will take care of it.

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