Check your roof for leaking and shingles for damage. We have an older roof and the installers were absolute tools and caused an entire reroof worth of damage, leaks included. The sealant under the EMT conduit is poorly sealed and loose causing leaks on the inside. They also installed a bunch of pieces of flashing under the shingles for what they said were "tie offs." That aside, we were undersold on panels and our system never reaches above 50% charge and most nights during the winter we lose power and are forced to buy power from Pg&E for .43 per kw even though it could have been avoided. The salesperson Kim said it would be an off grid system but clearly lied to get a sale in. Had to call tesla to get info on how to disconnect from the grid and figure out how to use the app and connect it to the internet because the installers didn't go over anything such as the utility rate plan or how the system actually works, and we were hit with a $1500 true-up bill because of it. Hours and hours of emailing and phone calls back and forth to get these issues resolved and just when I thought I was making progress with them, my case manager takes a 10 day vacation. I was contacted by the previous escalations expert Ashloyds supervisor Melissa who said they would take over and get a new escalations expert named Deanna for us, bribed us with a $100 gift card and said everything would be taken care of. A local sales rep Tami notified us that Sunrun has a 90% production guarantee and that they are supposed to reimburse for a true up if it occurs since the systems are able to go up to 150% production. Also notified me of the roof readiness and watertight for 10 years guarantee where they are supposed to fix any leaks caused by solar within 10 years of install. They have already said they would honor this to the point of us signing the contract with the roofing company to fix the damage (which Sunrun got wrong numerous times causing me to have to call Sunstone Roofing and Sunrun and coordinate them since they are in shambles and nobody communicates,) and are now backtracking saying since the title holder (my wife) isn't on the contract due to not meeting the requirements for the credit check upon sale of the system, that they aren't willing to work with me or I until she is on the contract. Basically now trying to strong arm my wife into getting into the contract in order for them to honor the warranty they have with me.
Edit: I passed the torch to the BBB and they switched my escalation expert to Emily since apparently they have their own BBB department (I wonder why) and she has already attempted to gaslight me into being unprofessional. I'm sorry, but your company has caused about $30,000 worth of damage and you're calling me unprofessional for being upset about it? I wasn't even disrespectful. On top of that they tell me they are going to update me weekly... well my roof is leaking now, how about getting someone to fix the leak and get a permit now, or confirming with me that the line drawing is correct.. Nothing.
All in all, if you want to be lied to by a salesperson, have one minute to view your $90,000 solar contract, not own your system, have an inspector who doesn't climb ladders say your 20 year old roofs ready, have damage done to your house and covered up without being notified, a leaking roof, damage to your shingles in numerous places, moisture and mold in interior sheetrock, a heavily underperforming system causing a much higher bill with PG&E after being told you are off grid for all intents and purposes, to take numerous days off to deal with incompetent techs or people who don't even show up on numerous occasions after being told somethings wrong with the system on many occasions through text and email causing Sunrun to threaten to have your warranty cancelled because of it, hours off to talk to customer support, hours to argue with an incompetent escalations department and coordinating with roofing companies, to be flat out lied to, bribed, treated like you are stupid, by all means go with them, otherwise sunRUN. read more