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Andrea A | Sacramento, CA | 10/21/2021
STAY AWAY
I do not even have my system installed yet and I'm fed up with this company. This company is quick to get you to sign a contract and drags its feet with completing their obligation on the contract. Since March 2021, I have been trying to get solar installed and have encountered numerous delays all caused by Sunrun representatives that do not know how to communicate. I recommend the entire company go back to kindergarten and learn how to talk to other people. Today I experienced another delay. They perform work that is far below expectations. I will be seeking legal counsel for the thousands of dollars of damage caused to my property from their construction crew. I also have reason to believe they severely oversold me on the system. Screw you Sunrun. NO ONE USE THIS COMPANY. ANY OTHER COMPANY WOULD BE BETTER THIS THAN PIECE OF S***.
Jamar | Deptford , NJ | 10/19/2021
Worst Service I have ever received
This company suck!!! This has been the worst company to do business with. First Thayer put me with a rep that wouldn’t call me back about getting the system transferred into my name because I purchased the house with it. Then I finally got a hold of her; she put me on hold for a hour and hung up. Didn’t call me back and no response. I send that email to the support team and I didn’t here back from them for 28 days. Then when I did get a email back it say they could help me. I then kept calling and finally got it worked out so I thought it was over. No, they never turned the panels on and when they did I found out they not working right. I been trying to get somebody out to my house for months and still nothing. They are the worst company and anybody reading this stay away.
Not saving | San Diego, CA | 10/13/2021
No response
So, a lady sells her house to my mom just months after signing on to a lease with Vivint. The panels were installed, but for some reason, they were not turned on. Since my mom downsized into a smaller house, she was not sure how her monthly bills were going to be. After receiving her electric bills, it was about half of what she use to pay in her previous house. We contacted Vivint to modify the lease so that it would be beneficial to my mom. After many phone tagging, we were able to negotiate something. Well, it's now October 2021 and still not turned on. She bought the house in May 2019. Meanwhile, Sunrun has taken over Vivint. So, the panels have been on the house for 3 years without service. Something fishy going on. They probably figured out that it was going to cost Sunrun more money to turn it on.
Kevin | New Bedford, MA | 10/12/2021
The absolute worst company I have ever had to deal with!!!!
I, like many others, inherited the solar panel system when I bought the home. The panels were not producing power and the technicians came out twice. They finally realized that the panels were not working and they had been recalled. My panels have not been working for 5 months and they continue to charge the monthly lease fee for USELESS panels. Someone from Sunrun reached out to me through email and offered me a credit of $319.00 for 5 months!!!! WHAT A JOKE! The best part is that they want me to sign a document releasing a bunch of people associated with Sunrun from ALL LIABILITY!!! If only I was that stupid! They refuse to answer my question on when are my panels being replaced? I am going to seek legal action. I’m done! Stay away from this company!
SB | Spring, TX | 10/12/2021
Unresponsive, TERRIBLE Company-DO NOT USE
I have had a damaged roof since April 15th 2021. I filed an insurance claim, found roofers, and contacted Sunrun about removal and reinstallation of my panels. That process began on July 22nd. I was contacted by email by Tre Miller out of Colorado and was told that I would be contacted within 7 days. Nothing. On August 4th I contacted Tre again, btw, no one actually answers a phone. I left a voicemail and received an email with the Field Supervisor Kyllan Smith's name and contact info and again told he would follow up with me in 7 days. Nothing. I called Tre and Kyllan, even emailed repeatedly with no response until The Field Supervisors outgoing message stated he no longer worked in scheduling and to call their Customer Service line. That was September 7th, 2021. So, I contacted customer service, who spoke with someone in scheduling and was again told my case would be expedited and I would be contacted in 7 days. Nothing. I called again September 27th and this time demanded a cancellation because I no longer want anything to do with this company. I was told that it would be noted on my account and that I would be contacted in 3-5 days. Tooday is October 12th, 2021 and I have yet to hear a thing. Meanwhile, my roof continues to deteriorate, and they have sent my account to collections. The WORST part is that I am at their mercy for removal because it states in the contract that if you have anyone not contracted by sunrun interact with the panels in any way, the company can try to collect damages!!! I've filled a complaint with the BBB and contacted a lawyer because this is ridiculous. NEVER, NEVER, make the mistake of trusting this company. I've had the panels for 3 years and this is my first and LAST issue with this untrustworthy company.
Tina C | Kailua Kona, HI | 10/08/2021
Horrible company
Sunrun is a misleading, fabricating, unprofessional and unresponsive company. The panels they originally installed on my roof were recalled, and the only reason I found out about the recall was after two of the panels nearly burned down my house. I've been without panels for months, while Sunrun continued to bill me, and now I have to seek legal representation to remove hundreds of dollars of charges for invoices when I did not even have service! I've placed over 30 calls to Sunrun in the past four months and never, not once, received a call back.
Rafael Garcia | Hollister, CA | 10/08/2021
Service Transfers and System purchase
Like many people on this page I inherited the solar panel lease from the previous homeowners that were 80 and 90 years old. First of all this company had these poor folks agree to lease agreement that only the Devil himself could come up with. That being said that same lease contract was not the first item sent to me by the transfer coordinator. I was sent the docusign agreeing to comply with the lease contract. I requested it and was given the runaround for 2 weeks. I was ready to close on the house before i received the document; oh and was it a comical read. It pretty much said we are liable for little to nothing and here is how much you will pay for our subpar overall service. now i am trying to purchase the system and its been nearly 2 months and it still isn't complete, but i am responsible for paying SunRun the monthly payments while they use delay of action. I cannot understand how this company can continually deceive and delay people and get away with it. I honestly hope this company get their head out of you know where and begin to treat their customers as something more than a monthly payment. that being said they are delaying the purchase of the solar system to me because they stand to make 20K more by not selling it to me and denying me my contractual right. absolutely the worst company that has ever existed, If you plan on getting a solar system and are curious how SunRun is just call customer service for existing customers and enjoy the wait. be wise and learn from us here, stay away from SunRun.
S | Maynard, MA | 10/07/2021
Worst customer service of all time
When I purchased my home, I inherited solar panels run by Sunrun (though I was told it was Vivant). In the past 2 months, I have not been able to contact them. I randomly get emails from them asking for some kind of document to complete the transition, I respond with a question, and I don't hear from them again for a month when they again come demanding a document (and never answer my question). They gave me no information on how the solar works with our electric company. Their phone system leads you through a maze of numbers that ultimately goes nowhere. I'm sure they'll respond to this saying to email them but they have NEVER responded to a single email I've sent. Avoid at all costs if you can!
Spartet | North Salt Lake, UT | 10/07/2021
Worst Customer Care response
As the new home owner I have been working for 3 months to get the solar transferred over to me. I have called the company at least 50 times - they have NEVER called me. Every email sent says they will call within 3-5 business days. they NEVER do. and EVERY call is constantly on hold while they check with the department. As a customer you cannot talk to anyone but the front line and they talk to all the departments and the promise people will call you back and they NEVER CALL BACK! worst customer experience i have ever had!
John | Goodyear, AZ | 10/06/2021
Absolute Worst Experience!
I have been a Sunrun customer for four years and it’s been a complete nightmare! Sunrun has cost me over a thousand dollars extra a year in electricity and there’s no end in sight. It started day one when Sunrun inaccurately assessed my yearly energy usage by pulling data from a previous property (one bedroom apartment) to determine my family needs for a four bedroom house. Since then, every year my panels have only generated about 65% of my energy needs, even though I’m paying for 100% of the price. Despite me calling dozens of times for support over the past couple years, Sunrun refuses to make any adjustments. They state they are unable to add another system, adjust my monthly fees, or reevaluate my yearly electricity needs. Due to the “contract” you sign at the beginning, they make it clear that their hands are tied and you are a slave to whatever unfortunate circumstance you find yourself in down the road. My advise, do your research and don’t assume that they have your best interest in mind.
