I am beyond appalled at how terrible my experience with Sunrun has been, I would never recommend this company to anyone. My bad experience started with the deception from my salesman, Fred Martin. Fred advised that my electrical panel was old and would possibly need to be replaced to work with the system. If replacement was needed Fred stated that with a system as large as mine Sunrun would cover the cost of the new panel. Fred also said that because I was an Xfinity customer I would receive a $1000 gift card about 3-4 weeks after installation.
The first site surveyor advised my electrical panel would need to be replaced for "safety reasons" and that Sunrun would cover the cost to replace it. A second site survey had to be completed to address an issue with the first survey. Two surveyors came out this time, both advised that it was very likely Sunrun would replace my electrical panel due to safety concerns.
Final design came through and the electrical panel was not going to be replaced. I contacted Fred Martin and Project Coordinator Frederico Nunez regarding my concerns that I had now been told several times that my electrical panel was a safety issue, and it wasn't being replaced. Fred told me he would look into this and didn't get back to me in a timely manner. Frederico told me that Sunrun could install one and charge me $3000, but they would not cover the costs as Fred told me. Fred spoke to his boss, Eric Lovely, who agreed to provide an additional promotion due to the "incorrect" information that I was given and to avoid losing my sale. In addition to the $1000, Eric and Fred agreed to provide an additional promotion of $250 promotion to keep the sale.
Fred advised that I would receive $1250 of the promotion three weeks after the install. My solar install was November 1st, 5 weeks later I still had yet to receive the promised promotions. I emailed Fred about this with no response, I called him many times without an answer or a call back. Fred finally answered the phone one day, told me he was in the grocery store and that he would have Eric look into why I haven't received the promotions yet and have to call me back. Fred never called back. A week later, still not hearing from Fred, I called him many more times without an answer. Finally he answered, he called Eric on a conference call and asked what was going on with the promotions. Eric stated he didn't see any promotions on my account and none had been set up.
Eric sent me an email showing he just added the promised promotions, 5 weeks after install on December 3rd. He advised they could take 4-6 weeks to arrive. I responded with a complaint about my entire experience with Sunrun, I asked Eric to please look into another way to get my promotion to me before Christmas. My response went to Eric, Fred, and Frederico and was sent on Wednesday. I never received a response from any of them. I followed up the next Monday asking if any of them planned on responding to my email. Late Monday night Frederico responded that he would look into it but the promotion typically takes 6 weeks to arrive. Fred and Eric never responded to my emails.
I have since emailed who I was told is Eric's boss, Patrick Kent, who never emailed me back. Fred used lies, deception and lacks integrity, all to make a sale. Eric and Fred have horrible customer service skills and are extremely hard to get a response from, they don't return emails or calls appropriately.
We're now almost 7 weeks after install, I have still not received any of the promised promotions. Today I just learned Sunrun should have reached out to me on November 18th to have me sign a meter agreement to get my solar turned on, which they never did, so now we're behind on having the meter installed as well. Fred has called me saying he would see if the promotions could be expedited and never got back to me.
This is by far the worst purchase experience I have ever had, and I strongly encourage everyone to PLEASE NEVER consider Sunrun.
Bottom Line: No, I would not recommend this to a friend