Escalation path for Sunrun?

[jthespartan]

I finally took delivery of my Lightning last week! I received the 80-amp charger months ago. Sunrun did the survey back in November. I signed all of my paperwork—but nothing has happened since. I've probably emailed the sales rep and project manager a dozen times. I've called them, too—the agent proposes to escalate and that I'll hear back in 24-48 hours, but that never happens. Hell, I even contacted the Sunrun CEO on LinkedIn... Nobody is responding... I have no idea what's happening with my installation.

Is anybody aware of an escalation path?

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[syrc]

Don't hold your breath, I started the process back in June. As of yesterday they're still messing around trying to get the permits squared away. I had someone else come in to install the charger itself yesterday and canceled the Sun Run order.

 

[jthespartan]

Don't hold your breath, I started the process back in June. As of yesterday they're still messing around trying to get the permits squared away. I had someone else come in to install the charger itself yesterday and canceled the Sun Run order.

Thanks! I started reaching out to third-party installers this morning. The flat rate with Sunrun is so appealing. Fingers crossed, I can find something equal in cost!

 

[F150ROD]

Find someone else, SunRun is straight trash and you’ll be waiting months. I’m still waiting on my deposit to be refunded from August

 

[ChrisCon]

I finally took delivery of my Lightning last week! I received the 80-amp charger months ago. Sunrun did the survey back in November. I signed all of my paperwork—but nothing has happened since. I've probably emailed the sales rep and project manager a dozen times. I've called them, too—the agent proposes to escalate and that I'll hear back in 24-48 hours, but that never happens. Hell, I even contacted the Sunrun CEO on LinkedIn... Nobody is responding... I have no idea what's happening with my installation.

Is anybody aware of an escalation path?

Spoiler alert: there isn’t an escalation path to get you $100 back either

 

[tls]

Local small claims court is a sensible escalation path to get your $100 back. Even if they notice they won't show up because paying a lawyer to appear would cost more than $100.

 

[Aschool]

SunRun was absolutely terrible to work with. I ended up just randomly receiving the charger without any warning after weeks of discussion and follow up....I guess it's hard to complain due to it showing up. To say the process was extremely frustrating would be an understatement.

Keep calling, emailing and good luck ?

 

[MJDore]

I had no trouble whatsoever. Charger made it before my truck, installation soon followed. SunRun is a middleman. I think it matters most which electrical contractor you end up with. Bates Electric for us. No issues.

 

[Henry Ford]

Are you doing the whole home backup system or just a charger install?

It seems you've figured it out but any electrician and a lot of handy homeowners can handle the install.

 

[cvalue13]

SunRun itself is also trash (despite one comment above to the contrary).

Never even made it to any middle-man contractor, and as the OP points out it’s impossible to get SunRun itself to provide any (correct) information or attention.

Partnering with SunRun was a huge mistake for @Ford Motor Company

 

[davehu]

I finally took delivery of my Lightning last week! I received the 80-amp charger months ago. Sunrun did the survey back in November. I signed all of my paperwork—but nothing has happened since. I've probably emailed the sales rep and project manager a dozen times. I've called them, too—the agent proposes to escalate and that I'll hear back in 24-48 hours, but that never happens. Hell, I even contacted the Sunrun CEO on LinkedIn... Nobody is responding... I have no idea what's happening with my installation.

Is anybody aware of an escalation path?

Hey fellow Spartan! ('76 grad and from Lansing) good game last night, heh? Sorry for your Sunrun problems. You didn't say what you were having Sunrun do. For the home integration they are the only game in town. as for getting the CSP once ford tells them the lighting is sold most people say it shows up 2-3 weeks later. My Lightning was just built but not yet shipped. I have tried to get the CSP prior to deliver but that's not going to happen. My local electrician will install it. Congrats on getting your Lightning... GO GREEN!

 

[MJDore]

Are you doing the whole home backup system or just a charger install?

It seems you've figured it out but any electrician and a lot of handy homeowners can handle the install.

I only got the FCSP installed but my belief is you need to go through the motions of letting them give you the home backup system quote and, of course, solar panels. It was only an hour of my time. That allows you to start a relationship with a PM at Sunrun and then things went smoothly after that. They don't try to pressure you into anything so I didn't mind letting them in for an hour to quote the bigger job.

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