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Sun Run is Terrible | Ramona, California | 11/29/2022
No panels, no response, no customer service
This company is terrible. 9 months later I still have no solar panels. I finally cancelled and now they are trying to charge me $1,000 for a new electrical panel I did not need on my 3-yr -old house. Next they are going to send me to collections. The "Project Manager" contacted me one time and then disappeared. After several months of no responses from the project manager, I reached out to my sales rep, who was helpful, and eventually assigned a new project manager. Same thing- No solar. There is no management to talk to about lack of service or response, and no customer service person who can change anything. Do not choose this company; once they suck you in, you are stuck.
LAC | Brick, New Jersey | 11/29/2022
Resale
I am told by SunRun it is my responsibility to "sell" the solar panels to a new potential home buyer and my house needs to be on the market for me to speak to their "transfer specialist" for any help! Another SunRun answer is "breach of contract" if new potential buyer doesn't accept! Poor customer service, very intimidating and not customer friendly
KBG | Surprise, Arizona | 11/25/2022
Another victim
I had similar experience with sales; what I was PROMISED and what I actually received. I was told I'd save money and have NO electric bill with added panels. The price doubled, and the panels came with interest. I was NOT given the price I was promised, and the interest rate goes up during the loan. I'm hoping they give me what they promised. If not, they can take back these panels. This is a downed economy, and I am not earning what I used to. NO ONE cares about the customer, rather they just want to make a buck.
Hector Martinez | Spicewood, Texas | 11/24/2022
Untruthful
If negative stars were available that is what I would give them. Thinking that I was receiving the service that Costco is known to provide is why I moved forward with them. They have been a nightmare to deal with. It’s been over a year since this project started and they still can’t seem to get the system to operate correctly. They’re project managers don’t fulfill the plans that are put together for solar system. Run don’t walk away from SunRun.
Daniel | Arcadia, California | 11/23/2022
Confusion, dismissal, silence
If I could go back and start this project over again, I would not choose Sunrun. There were red flags right up front that I missed, so shame on me. Issues I had: #1 was that I was contacted and discussed installation with 3 separate people in fairly rapid succession, without much explanation (the first guy just disappeared, no idea what became of him), and then a 4th guy became involved (who would be, I later found out, our project "manager," a massive overstatement of what he did.) #2 was that the roof work was done by a sub, and that sub knew nothing about the project, or the area and was given a contact by Sunrun that didn't match what has been discussed (i.e. we wanted to keep our tile roof, the sub was planning on removing that completely and replacing with composite.) Sunrun's reps sent me *pictures* of what the final install would look like, which maybe saved me. Luckily I asked those questions, at least... #3 was scheduling... of which there was none. It was just silence, then, boom, we're ready to start next week, we'll be there on Tuesday. #4 was an inability, even after many repetitions, for either Sunrun or the sub to speak to our GC (the house is being renovated), or keep her name, my name, ou my father-in-law's names straight (as in, I once got an email with my GC's first name and my father-in-law's last name, but emailed to me... WTF?) #5 is that when things went wrong with the roofer, Sunrun was *nowhere* to be found. Like, silence. Their roofer repeatedly dismissed concerns and questions, even as we failed several inspections and then had a (minor, admittedly) roof leak. #6 is that far into the process, when I noticed that batteries were not being included, I was told (and so far, this has not changed) that the project cannot be altered. This is, granted, partially my fault. I accept that. But I am a novice at this, and the 3x sales team members and the project non-manager made this so much harder (I'm still not sure what happened, in part because I had to sign the same paperwork twice because of some SignNow/Docusign issue, and I'm still not sure if the mistake was introduced there, or when I was bounced from one salesperson to the next, to that next, or what...) #7 is that I just got a demand for payment from their collections department, and we have not passed inspection, dealt with all the issues RE: the roof to my GC's satisfaction, or closed (despite repeated asks by me) on the issue of having the batteries added. (I mean, I'm asking to PAY them to install 2 or even 3 Powerwalls... this should be an easy "Yes" but we're into that specifically by a bout 5 weeks and I don't have even a definitive "No" yet.) My overall take is that the panels will probably all work fine, the system was installed as quoted (well, as one of the quotes; not the one we finally settled on verbally, but the one that I ended up signing for in the shuffle), etc. But the installation process... a circus, with no one in charge, close to zero communication, minimal responsiveness. I have *zero* faith that if something does go wrong, Sunrun will do anything about it in a timely fashion (I dread the day in a year or three when the roof starts leaking...) Even if the panels themselves, the "core product", might end up working great, my overall experience was such that I would actively recommend *against* using Sunrun.
Marilyn Van Norman | Barstow, California | 11/23/2022
Poor
Inverter failed on 8/22/2022. Sunny Boy, manufacture of my system, went out of business. On 8/24/2022 representative stated that the part had to be engineered - it would take two to three weeks. It is now three months - no inverter, no time as to when it will be available. Currently Sunrun wants the monthly payment (426.09) even though the system is not working. Previously the panels had to be replaced as did the battery. No back up system - "we are working on it". According to Sunrun the system can be purchased for $54,418.05. I have contacted customer care and talked to billing a number of times - Sunrun has demonstrated the company has no desire to fix the current problem - "
tom l | Palm Coast, Florida | 11/21/2022
worst customer service ever
worst customer service ever, hard to get someone to speak english, having to fight them to get them to do what they promised, this last time ive been waiting 3 weeks just for them to come and fix the problem and their answer is that the person who makes the appointments is out of the office and it seems like no one else can do her job pretty sad for such a large company, ive already hired an attorney to see if we can get these panels off my roof and be done with sun run once and for all..... buyer beware
Brian Greene | Corona, California | 11/17/2022
Panels havent worked in 3 months
This company has the worse customer service of all time. My system worked fine for 6 years, and once they came out an did this 3G upgrade, my system hasnt worked for over 3 months. I have tried contacting CUSTOMER SERVICE numerous times, and I continue to get the run around. I get left on hold, then disconnected, or forced to leave voicemails (Jennifer/Taylor/Katherine) to people who never call back. I need this contract terminated so I can take my business elsewhere.
Leland | Henderson, Nevada | 11/16/2022
Good company to work with. My sales rep Daniel was very patient in answering all of my questions and concerns, He worked extremely hard to answer our questions. Much beyond our expectation. The surveyor was professional and courteous. The installation team did the installation professionally and in a timely manner.
gg | Clovis, California | 11/15/2022
A masterclass in incompetence
Working with Sunrun has been an absolute disaster. It's the most disorganized project I've ever seen, and I regret having chosen to work with them. My project consisted of adding more panels to an existing solar installation. The old system was not to be touched. The new system would operate independently of the old one. In Aug Sunrun sub-contracted out the installation of another company, Bright Planet. Bright Planet installed the panels in Aug, along with a new subpanel that they did not bother to put fuses/breakers in. No fewer than 4 teams have come to my residence, seen that the new panel was missing breakers, acknowledged that they couldn't do anything until that was fixed, and then left without ever hearing another word from them or Sunrun. Weeks ago I opened a "case" and was assigned a case manager. I was told to expect a call. No call ever came, so I called back yesterday and was told my case manager was in a meeting but to expect a call back. No call ever came. I called back today and was finally put in touch with the case manager, only to be told that this is the first she's heard of my issues, and she would look into things. She would call me back by noon her time, a las, I have not received a follow up call. Also, two weeks ago I received a call from scheduling and was told I was scheduled for my final inspection with the city. After I told the scheduler that the project wasn't finished they said they needed to hold off then. Fast forward to yesterday, I get another call from the same scheduler, and was told "I know your project isn't complete, but we are going to schedule your final inspection for tomorrow". I reiterated that the project isn't even fully installed and she just said that was fine, and the final inspection would be today. Today, when the tech showed up, he said that he would have to cancel the inspection because, wait for it, the installation isn't finished! I would highly recommend looking elsewhere if you're looking for Solar. The amount of time and money I've lost as a result of disabling my entire system since Aug is growing every day, and I'm really hoping that they make good on their promise to reimburse me for the solar generation that I'm loosing by having a bricked system.
