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Chris | Norfolk, Massachusetts | 09/07/2024
Poor experience
This is the wurst company to do business with. From the start and trusting the sales rep we have had nothing but trouble. It has been almost a year we signed up for the solar. We opted for ground solar and we got a contract and nothing on there was a true statement. The sales person told us because we are seniors we would not any tax credit for having it and that the state of mass will not let you produce more than you need. We offered to make a pad for the rack and panels but they refused. We told them a better way to lay the wire so they would not disturb any existing underground wiring. Wouldn’t listen to us and ruined the yard, the tree hydrangea. We had to keep calling for the inspector to check it and he denied the approval. Sun run has not come back to fix the issues and want us to sign a new contract when we don’t have a completed job . What a scam this is
David M | Los Altos, California | 09/06/2024
Avoid at all costs, incompetent and unresponsive
Sunrun started installing my in March, but it is still not operational 6 months later after multiple installation visits to repair parts of the system and two failed county inspections followed by more repairs. Customer support is equally incompetent, with web chat only with people who know nothing and can do nothing. My advice: avoid under any circumstances.
F.C. | San Jose, California | 09/06/2024
Poor Support
Our system have issues since June where the backup did not trigger during an outage. Each tech visit has taken a month. First visit in July a communications boards replaced. The system still did not trigger on the next outage. The next tech visit was not available until late Aug where the system was reset with some new communication antennas were added. The system sometimes would not produce and the battery no longer charges to 100%. The last tech had mentioned that to call Sunrun to have the battery replaced. Now after a 20 minute chat about this issue the agent said she could not schedule a new visit and to call the toll free number to talk to the department in charge of the case. Oddly, the agent could not tell me what the O&M department was nor what O&M stood for. The above effectively means the system issue will go on for at least 5 months. Do they really expect people to recommend them with this kind of support?
Shmuel Shottan | Sunnyvale, California | 09/06/2024
Unethical company lacking any customer service.
Sunrun's solar system has been broken since July 2024. Several (3) escalation experts updated me that they have no idea when system will be repaired. Then updates discontinued. repeat of a malfunction in 2022 that took 4 months for Sunrun to remedy. (Only after filing a complaint with CA consumer protection agencies). So, lesson learned - only after filling a complaint does Sunrun even pay attention. Now, After 2 months with no power generation a new complaint will be filled. Sunrun does not compensate for months of no power generation. Worthless and meaningless warranty.
Eric Larsen | Holbrook, Massachusetts | 09/04/2024
Everyone I have dealt with has been very professional and very helpful
Greg P | Greenlawn, New York | 09/04/2024
Still Waiting
My original panels were installed in 2017 and provided good energy output for several years. However my roof was deteriorating and needed to be replaced. A Sunrun rep reached out to me and sold me on additional new panels, a roof replacement, and a backup battery. He never told me the process for the roof replacement involved a separate unit called the R&R (Removal & Reinstallation) team. I had to reach out to them separately and get a quote for that. They scheduled the removal and then the roof replacement. Eventually they finished the new project and got the new system activated, but the reinstallation process has been atrocious, with poor communication. I was given a date in July 2024, then they were able to move it up to June, and then both dates were canceled and pushed back to September. Now the September date has come and gone with no crew arriving. I had to reach out to them to find out that date had been canceled also, and they need to reschedule again. I am very disappointed with the way they treat their customers - especially those who decided to buy or finance their panels as opposed to leasing with them. Their customer service has been horrible.
JoAnne | Forestdale, Massachusetts | 08/29/2024
Malfunctioning panels
Our solar panels have been malfunctioning for several months finally on August 29th two technicians arrived and spent several hours repairing them. Totally dissatisfied with Sunrun. Summer is when I am able to store and build up the most solar energy. Now I am paying over $400 dollars to Eversource besides the Sunrun billing. I would like to be compensated for the months the panels were barely functioning.
Kristina | La Crescenta, California | 08/28/2024
Easy process
The end to end process was great. Everyone we dealt with was knowledgeable and kind. We were kept up to date on the permitting process and once approved, our panels were installed two days later.
John Evelyn | Downey, California | 08/28/2024
Exceptional and professional customer experience and work functions.
