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The current and most pressing problem now is that the communication unit stopped working in December of 2020, and they seem to be incapable of fixing or replacing it, as call after call, appointment after appointment are scheduled to no avail. They even send out repairmen without checking if the replacement part has come in (it had not). They finally installed another small box, but it still didn't communicate. I called again and "Mary" told me that they needed to enter the serial number in the system and it should work in a day or two, and she PROMISED to call back and check. She never did, and it's still not working. (She's in a long line of customer service reps who have promised to follow up and never did.) THIS HAS BEEN GOING ON FOR A YEAR AND 8 MONTHS SO FAR. I call again and again, and they say that Riley Beck (who is assigned to the account) is the ONLY person that I'm allowed to speak with - but Riley is NEVER available and NEVER calls back, so I wait a few days and call again, and spend another hour on the phone PLEADING for ANYONE WHO CAN HELP. In the meantime, SDG&E wants their money, but Sunrun is unwilling to speak to them about what my system is generating until the technical issues are resolved, which apparently is never. UNBELIEVABLY POOR SERVICE.
Desired outcome: Fix or replace the system
I can totally relate with you. Mine stopped communicating, but it was due to the invertor failing, which took 2 months to replace. I must have spent 5 hours on the phone with Sunrun getting no one to ever call me back. We lost both July and August solar production and no one will call me back about compensation. Now my battery is dead and once again hours on the phone with no one helping me. No one calls me back and I call on a daily basis talking to a rep who just reads responses off of a prompt. I have had 3 different case managers, who are all in meetings, when I ask to speak to them!