Sunrun Inc.

The day that our solar was supposed to turn on, they were having issues getting it started and it took two weeks for someone to come out and get it fixed. During that time, I was paying Sunrun (when nothing was working) and since I wasn't getting any solar, was also paying my local energy company. When I asked to adjust the start date on my bill or prorate that first month, they refused and said I signed a contract that said I start paying from the date we're allowed to turn on. I asked if there's an assumption that the equipment works on that day and they said no. As far as they're concerned, whether or not their equipment works does not matter. Ridiculous ethics and customer service. I'm also disappointed in them not making the most of our roof. Their original design had such sparse panels for the amount of available roof, and it didn't cover our electrical use. I had to ask if they could add more, which they did, but after installation it was pretty disappointing to see that they definitely could have added more to fully cover our bill. Would not recommend.

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They lie, I was told they are independent and would not use my current electric company. I now pay two electric bills exceeding way more than I would if I would have stuck with my current electric company. Worst part they get you to sign the contract before you ever find out and when calling them about it they send you to customer service instead of the person who came out to your house and sold you on their services. I can’t even get a call back from them. If you’re thinking about it, save yourself the headache and don’t do it.

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I would not give not even one start if I could submit without rating. I bought a house with solar panels from Sunrun and since Aug. it has been a nightmare dealing with this company. Sunrun claims that there was a glitch and my acct. was tied to another property on the west side of the country. They decided because of a similar name that I had to pay for service for this home plus my property in the east coast. I had spoken to at least 10 different rep at 10 different levels and have not resolve my issue yet! Every day I receive phone calls from collections asking for payment for the house at the West coast but U I have explained that is not my house and that I do not have nothing to do with this house nor know anyone at that location. I would ask for ANYONE to think twice before dealing with SUNRUN. Very bad service and their staff don't know what the hell are they doing. They rather lie saying everything is fixed but 2 days later I still receive a payment request for a property that is not mine. I have 4+ months dealing with this for almost everyday on phone and for 2hours each time and NO ONE can fix their "mistake". Next step is to get an attorney involve because SUNRUN is not able to cooperate on fixing their issue. DO NOT GET INVOLVE WITH THIS COMPANY UNLESS YOU WANT TO GO THROUGH A LOT OF ISSUES JUST LIKE ME FOR THEIR SO CALLED 'GLITCH'

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I allege that they used the CALIFORNIA Public Utilities Commission (CPUC) Solar Guide signing through DocuSign as a means to accessing my internet connection in order to fraudulently forge my signature on contract documents. If it sounds too good to be true it probably is. These people are very professional and slick. Confidence men to be sure Take a hint from their name don't walk run!

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We had problems with installation and have current on going problems with it running. Avoid this company at all costs. Customer service is a joke. We’re now stuck in a contract that is not being fulfilled by sunrun.

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I can write an essay on Sunrun from the start of the process to what it is line 2 years later. I wish I could go onto their website and explain Sunrun’s definition of the services they provide. I am not sure I want to write that much or my latest discovery and problem. I purchased my system 2 years ago with a battery backup and and another a week ago or 10 days by now by backed up circuits stopped working. I called Sunrun and after explaining my problem he said he could send a technician for $561. I said I thought I had a 25 year guarantee. He said i didn’t since I purchased the equipment and got got to keep the tax benefit. That bothered me to hear that because he was admitting why Sunrun wants you to lease the system. I had no choice but to pay. He eventually said if the problem is equipment failure I would not have to pay for repairs. Now comes the scheduling. I had to wait till January 5 for a technician. I made the request on December 18 and they can’t get there till January 5th. I explained I have no oven/range and no refrigerator or microwave and I have a disabled daughter confined to a wheelchair but it made no difference. I just don’t get what they mean they have technicians available to repair. Waiting 2 weeks isn’t that available in my books. I was thinking if I backed up my whole house it could have been worse. Sunrun doesn’t want to pay their technicians OT or they just lie about their products. Maybe another day I will write about the process and being delivered a broken product.

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I purchased a home that had an existing contract with this company. I set up auto payments as I do with all of my bills. One month, they took 3x the amount of my monthly bill due to a “glitch” in their system. The never returned the funds to me, but instead put a credit on my account (after spending hours on the phone even though they were aware of this issue. They did not fix it until customers called in). Since this occurred months ago, I am harassed via text and automated phone calls (no human on the line when you answer their daily calls) about outstanding payments on my account, even though I have a credit. When I reached out via chat I was told I need to call in to have them apply the credit to my payment No, I don’t. I don’t owe money. This is the company’s responsibility to figure out. I will never recommend this company that I’ve spent way too much unnecessary time dealing with over something that was their fault. I have not received any outreach from management, I didn’t receive interest on my money that they kept, nothing at all. I will not be renewing my contract at the end of this disaster.

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We have had ongoing problems with 1 of the 2 inverters that were installed with our system. It's been going on for a couple years now and it has occurred at least 8 times in the past 2 years. It's always the same inverter and same error messages. Most of the time when I call to request that we need service they start with the usual "we will monitor the system and let you know how it goes....". Then I get the email where they congratulate me because our system is "back to normal". Only thing is, nothing has changed on our end. Same 2 errors and same inverter not working again. Getting extremely tired of this ongoing issue. It's time to resolve the issue once and for all what ever it is. Always the same inverter which tells me something about that setup in wrong.

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Terrible experience. Took multiple years longer to install (blamed most on the county, which may have been 1-2 months of delay) but literally over 3 years to get it running from when I signed with them from home depot. Sent my account to collections for something they will never see - seeking payment to "upgrade my roof." Although I pay the regularly agreed to amount monthly as originally agreed to with the first & second Sunrun employee assigned to my account. Company had me sit and wait multiple times for no show no call, and then I had to call them to ask where their team was. After I asked for credit back on my account they gave me ~$100 credit and a $1,200 charge. There was suppose to be no bill to me, no labor on my side. Instead it cost me over 45 hours of calls, waiting and no shows on their part. Only reason I gave them 2 is because it is running now and App is decent. They added a collection as I have no other way to fight their handling of this other than paying something they should be crediting me I am trying to give fair warning to anyone who might think they are decent.

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Very professional. Communicated every step.

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