Ford….. Get Rid of your Deal with SunRun

[adoublee]

Has anyone received a FCSP without using Sunrun as the installer? I just need the charger, no install required. My wiring is ready to go. I reached out to Sunrun, but like most others, I have heard nothing.

Nobody anywhere has recieved a FCSP.

Sponsored

 

[PiMatrix]

@Ford Motor Company please send me a survey on my experience with SunRun. I’m going on 4 weeks since they came out to take pictures and measurements, my “advisor” refuses to take a call or call back on an estimate.

Some owners have already taken delivery with NO PRO CHARGER.

Change the Process before it starts to get out of hand.

Ha, does his first name start with D? Sunrun is literally the worst pre-sales customer service I've ever experienced in my life! A dedicated tech came out for 3 hrs a few months ago and it's been dozens of broken promises since. Ford was sold a bill of goods picking them as a partner. And 90% of their solar sales are high pressure scam leases which are extremely expensive and are dishonest. Good luck getting a cash quote, guess the sales guys are on some commission and if you are not leasing 100K+ solar they don't really want to talk to you.

 

[Eric M]

what a mess. Ive spent several hours writing emails and I’ve so far spent probably 4 hours on the phone or on hold with five different Sunrun employees, I’ve been shifted from one employee… to the next… and to the next again. I’m on my fifth now.

I had the tech out to my site to survey what was needed for the backup generator aspect and we determined it was going to be too complicated and expensive… so I just told him I’d like the charger install only... and would he please advise his contact of same. This info never made it back to my customer service contact at Sunrun. Three weeks after the tech left my property… no contact from Sunrun so I call again… and am advised their engineers/estimators were working on my quote. Another week goes by so I call again and am advised that they are still working on it. I advise that I am just wanting the charger… and this is news to my Sunrun customer service person. So then I’m told that the install price and I agree and give my 150 dollar deposit.

So… then I get an email from Sunrun advising that they will not actually be performing my install… instead they are going to use an un named “trusted partner“ for the install.

Then I get another email from Sunrun from yet another new customer service rep. that they will now be handling my account. This new rep asks for the build date of my truck… which I had previously already provided to various Sunrun customer service people multiple times. So I respond to this email from the new customer service rep… by simply hitting reply… and a second later I get an email back from Sunrun that no such email address exists!!!

aarrrgggghhhhh

This is last straw for me for Sunrun. I’ve got probably 10 hours invested with them so far.

So I call my electrician… who i used when we built our house… and he drove over an hour later and within 5 minutes he knew what he needed parts wise… and that my sub panel had enough space… and was wired with big enough feed from the main. Later that day he delivered the wire… and the breaker and a few other bits… and so all he needs now is the ford charge station pro Charger. My electrician will pull the permit from the city next week and I’m ready to go.

so much easier! Hours and hours and hours easier. And cheaper.

I VERY HIGHLY RECOMMEND using your own electrician if you are just installing the charger. Sunrun is just vastly too difficult to deal with.

now… just how can I get the charge station pro before my truck comes? It could be up and running in about 2 hours once I receive it. I’m all set to go! @fordmotorcompany ?? Please just work with your local dealers to get your customers the chargers.. or work direct with the customer… whatever… please! I’m happy to pay for it ahead of time… and then get that credit off my lariat extended range purchase price.

Anything would be better than dealing with Sunrun any more. It’s truly mindbogglingly frustrating to deal with them.

 

[PiMatrix]

I've decided to go the same route. Spent so many hours with Sunrun and got nowhere. Their sales people basically lie to you.

So I'm reading up on the pro charger and Home integration system to see what we can do ourselves with electrical inspection or electrician. Going to make a separate post to summarize. If you can please add to that will be useful as many will be going our electrician route after sunrun experience.

 

[adoublee]

You won't get your charger in advance of getting your truck. If not having the charging in place puts you in a lurch when the truck arrives, consider buying one off one of the many already selling theirs, and then plan to sell yours when it arrives. A hassle and no guarantee anyone will want to pay for yours what you pay for one today. Doesn't seem to be high demand for them for what it is worth.

 

[RCSarge]

My experience with SunRun has been awful.
- After filling out the forms on the Ford site - Nothing from SunRun.
- Responded to Ford email promoting SunRun - Nothing from SunRun.
- Finally after getting my build date I called SunRun. Spoke with an advisor shared pictures of my install site via email and got a quote. All on the same call. They sent me my contract… twice. I signed it, and found the contract was uploaded on the My SunRun portal. Then silence… Nothing from SunRun.
-Checked the My SunRun portal and my contract had vanished. Called my rep at SunRun and was told that ford rejected the contract. Not sure why, but a new contract, same as the old contract was sent to me again… twice.

- Now my install date has come and gone, and still zero communication.
-On the SunRun portal my status has been in “permitting” for over a month now.​

- Email requests to SunRun for a status update are not answered.​

 

[FordLightningMan]

An unintentional benefit of the SR trim was avoiding the gift of working with SunRun. I've read through this thread and it's brutal, I'd go as far as to say Ford's partnership with SunRun is the biggest mistake of the Lightning launch.

I bought a second Tesla Wall Connector and a TeslaTap, then called a local electrician who came out a week after calling him to set up the chargers for load sharing. Everything was easy and relatively affordable, considering prices in 2022. If you aren't powering your home with the truck, I'd recommend using another charger, they all seem to basically do the trick. Who knows, the dealer might buy back your Ford charger to sell to a future SR buyer?

 

[F150ROD]

SunRun contacted me this morning and said they will not be able to install the HIS….. so now what? Not that I was going to do it anyway, but it seemed to me that they just didn’t want to deal with my current setup.

They asked if I wanted them to install the charger at $1600, I said no, please mail out my ProCharger and the advisor said the charger is on back order until sometime in August. He said @Ford Motor Company is responsible for sending those out…… so now Im confused.

Whats worse is like I had suspected they might be holding Prochargers hostage for those who decided to use SunRun for installation. Who knows.

I hope this is fixed for 2023.

 

[Slohry]

Sun Run quoted me $1600 to $1900 to install the charger. Had a certified electrician do it for for $450 + a $50 tip. Thank you Ford for the $500 gift card that covered it.

 

[Lightning.Dav]

Sun Run quoted me $1600 to $1900 to install the charger. Had a certified electrician do it for for $450 + a $50 tip. Thank you Ford for the $500 gift card that covered it.

You done good! The copper wire from my panel to the EVSE is going to be $500, just for the wire!

 

[Amps]

You done good! The copper wire from my panel to the EVSE is going to be $500, just for the wire!

If it's not aluminum, you must have a short run.

 

[Slohry]

All copper and about 18 ft from breaker. I work in the trades so I know a lot of qualified people. We tend to help each other out.

 

[DroopyHippo]

An unintentional benefit of the SR trim was avoiding the gift of working with SunRun. I've read through this thread and it's brutal, I'd go as far as to say Ford's partnership with SunRun is the biggest mistake of the Lightning launch.

I bought a second Tesla Wall Connector and a TeslaTap, then called a local electrician who came out a week after calling him to set up the chargers for load sharing. Everything was easy and relatively affordable, considering prices in 2022. If you aren't powering your home with the truck, I'd recommend using another charger, they all seem to basically do the trick. Who knows, the dealer might buy back your Ford charger to sell to a future SR buyer?

Even with my SR they had my number and called 2-3 times a day for 2 weeks...

 

[Sea Ranch]

My experience with SunRun has been awful.
- After filling out the forms on the Ford site - Nothing from SunRun.
- Responded to Ford email promoting SunRun - Nothing from SunRun.
- Finally after getting my build date I called SunRun. Spoke with an advisor shared pictures of my install site via email and got a quote. All on the same call. They sent me my contract… twice. I signed it, and found the contract was uploaded on the My SunRun portal. Then silence… Nothing from SunRun.
-Checked the My SunRun portal and my contract had vanished. Called my rep at SunRun and was told that ford rejected the contract. Not sure why, but a new contract, same as the old contract was sent to me again… twice.

- Now my install date has come and gone, and still zero communication.​

-On the SunRun portal my status has been in “permitting” for over a month now.​

- Email requests to SunRun for a status update are not answered.​

I ordered an HIS from AEE Express (which I believe is Sunrun) back in May and it is impossible to get any information about the ship date. Contacting customer service is an hours long ordeal only to end up with no useful information. If the right Ford people could walk in my same shoes, they would be appalled at how their F150 Lightning customers are treated. One of the main reasons that I am purchasing a Lightning is because of the HIS. Other than the marketing information, it is a rabbit hole for those of us who actually want to spend the money to install one.... This entire experience has been ridiculous. Come on Ford!! You can do better than this.

 

[PiMatrix]

I ordered an HIS from AEE Express (which I believe is Sunrun) back in May and it is impossible to get any information about the ship date. Contacting customer service is an hours long ordeal only to end up with no useful information. If the right Ford people could walk in my same shoes, they would be appalled at how their F150 Lightning customers are treated. One of the main reasons that I am purchasing a Lightning is because of the HIS. Other than the marketing information, it is a rabbit hole for those of us who actually want to spend the money to install one.... This entire experience has been ridiculous. Come on Ford!! You can do better than this.

My experience has been the same as yours. I can honestly say there is dysfunction at every level of customer-facing side of Sunrun. Broken commitments are the rule not the exception. I have to assume the people doing the technical work are good and very busy only because when they sent someone out to survey 2+ months ago they were very thorough. They spent 3 hours documenting everything then crickets for months. I signed a contract with sunrun for install this month but have very low confidence it will actually happen based on months of broken promises. My backup plan was to install it myself so I have a FCSP already and ordered a HIS. Originally it said it would be delivered July 11th (now past with no explanation), then it said Sept 1st and now they changed it to November 1st. It's impossible to get any info from sunrun on status. The other day got passed from AEEexpress to sunrun and the actually told me they don't have a store to buy it. This was the group responsible for Ford installs! I gave them the link and that's when delivery changed from Sept 1 to Nov 1, so maybe Sunrun bought up all their store external inventory. it's generally true that after 10s of minutes on hold and passed from person to person you eventually get hung up on. And emails go unanswered or passed from person to person and then eventually unanswered.

Now compare this to a company like Enphase which I'm basing our solar design on and it is night and day. They are so helpful, polite, and pass you to people who have the answer and even mail you documentation until you have what you need. I just don't understand how sunrun can be number one with 90% of people leasing solar with no tax advantage and built-in 3% raises you pay every year. The math does not work but the sales guy insists it's a great deal but refuses to give a cash or financed price.. Anyway I know Ford knows about this at least at the regional level and they are not happy either. I recognize there are always startup issues and am willing to forgive them if they fix their issues and install on time. Nothing is perfect in this world but do what they say they are going to do and communicate!. We'll know in 2 weeks I guess whether the backup plan of self-install will be needed. I do hope they turn this around as Ford's Lightning is groundbreaking and they need partners that take this seriously.

I know that Enphase and others plan their own home backup solution with Ford Lightning. V2G and V2H using EVs is going to be a very big market and a good reason to get solar vs buy gas at these prices. So there will be more choices by next year I think. In the meantime the 7.2 kW from the bed is a good inexpensive and quick. Just use a gen switch that handles bonded Neutral.

As an aside....I have to think there is an easy and safe way to fix this at the truck level, for a little project I may figure out how to do when get delivery since many can use. When the truck is hooked to the house I don't think it is required to meet OSHA portable generator rules so maybe a switch will fix the issue depending upon where the bond occurs. One would just have to switch it back when not hooked to the house panel. The fear that the truck will not be grounded is actually not the case, it's just grounded via the house panel. Removing the ground permanently as I've read elsewhere to get rid of the GFCI fault I don't think is a safe approach. Ford really should fix this for the 2023 model and provide a dealer mod so people can use in emergency in their homes without extension cords.

Has anyone had a HIS or FCSP installed by Sunrun? Did it go well? I hope they turn things around or I'm going short

Sponsored