Sunrun Inc.

Sales people sweet talk you then disappear

Sales people sweet talk you and make getting the panels on the roof an easy experience. BUT once the panels are on, you are on your own. Have had the panels for over 2 years (NEVER have been able to connect to the Tesla battery directly through the app; sales person said call a number--it was to an automated customer support line and still no help). More recently by account was charged 3 times instead of the usual auto-draft. Called the customer service line was told it would be fixed. Days go by; nothing changed. Went through the chatbot on the website. Got a reference number; nothing changed. As a mater of fact I was told that there was not a "formal" request and that it would be handled. Days go by STILL nothing. Customer service is embarrassingly bad. Avoid this company at all costs.

Service and conduct

I had solar panels installed by Sunrun about two years ago, and unfortunately, my experience has been extremely disappointing. The sales representative gave me information that I now feel was misleading. I signed a 25-year lease for $182/month with a 3% annual increase. Looking back, I regret this decision and wish I had done more research before signing such a long-term contract. Six months after installation, I had my roof replaced. Sunrun removed and later reinstalled the panels, but they did not reinstall them according to the original design. Several panels were supposed to be on the east side and the rest on the north side. Instead, they placed all of them on the north side. I reported the issue, and Sunrun acknowledged the mistake. Their proposed solution was to move some panels and patch the existing holes. I was not comfortable with that solution. After numerous calls and discussions, they agreed to address the affected roof area, but insisted on using their own roofing contractor. I provided an estimate from my roofer, but Sunrun refused to pay it and provided a much lower estimate from their contractor. More than a year later, the issue is still unresolved. Meanwhile, my electricity bills are now significantly higher than they were before I had solar, and I am still paying the monthly solar lease. I have contacted Sunrun multiple times about the system’s production, but I was told they will not investigate the production issue unless I close the existing roofing case first. From my perspective, this feels like I am being pressured to accept their offer before they will address the production problem. Overall, this has been an extremely frustrating experience. I regret choosing Sunrun and would strongly encourage anyone considering them to do extensive due diligence. Carefully review the total long-term cost, annual increases, roof responsibilities, and what happens if the system does not perform as expected before signing.

Don’t fall for Sunruns promise

I had already purchased solar panels from Kumukit (Hawaiian Solar) which did cut my monthly HELCO bill to average $350/month, but sometimes higher because I didn’t purchase storage batteries. Sunrun came knocking with a promise they could reduce my bill to a flat rate of $300 monthly by installing more panels plus two Tesla batteries, which would be leased for 20 years. Bear in mind our household is two adults who are mindful of energy use. We only do laundry and run the dishwasher on sunny days and keep the central AC set between 76-78 and turned off at night. So now I’m paying $300 to Sunrun plus another $300 monthly average to HELCO! When something seems to good to be true it usually is!

Inherited the Lease, Now Sunrun Is Jeopardizing My Home Sale

I inherited a Sunrun solar lease when I purchased my home. I did not choose Sunrun, and after dealing with them for years, I would never choose them voluntarily. I am now trying to sell the home, and the buyers do not want to assume a solar lease. I have a contractual right to purchase the system, Sunrun has already issued me a Purchase & Sale Agreement and invoice for $10,956.48, and I am ready to pay them in full. Somehow, giving this company money has become nearly impossible. I have spent hours on the phone with Sunrun, including calls approaching an hour long. I am repeatedly told the issue has been “escalated” and that someone will call me back within 48 hours. The callbacks do not happen. I call again, explain everything again, and get sent through the same cycle. This is now jeopardizing the sale of my home. The experience before this was not much better. The panels never performed the way they were represented in the original sales literature. Sunrun advertises a performance guarantee, but the agreement makes customers wait two years between performance evaluations before the guarantee is reconciled. In my experience, the customer also has to do the legwork to identify the issue, follow up, document it, and push Sunrun to address it. Now I am in the absurd position of having buyers who do not want the lease, a written agreement from Sunrun allowing me to purchase the system, an invoice in hand, and the money ready to pay, yet Sunrun still cannot seem to complete the transaction. This is the worst company I have ever dealt with. I genuinely never imagined that trying to give a company more than $10,000 could be this difficult. If you are considering Sunrun, I would think very carefully about what happens years later when you sell your home, need service, want to exercise a guarantee, or try to buy out the system. The sales process is only the beginning of the relationship.

SunRun RunAround!

I’ve had SunRun for 7 years and at the beginning of this year, 2 of the panels stopped working. It is now September, 8 months later and still not fixed. Had 4 tech visits and they wasted time saying the optimizers that work with the panels are bad but they don’t know which ones because there is no diagram of the numbers for each of the panels so they have to go on the roof to check each panel. They said they need 2 techs to do the job and they have to order the parts. Each tech gives you a story then I get text messages that parts were ordered and that it has been 15 days since ordered and it will be another 11 days before it arrives. A month later get a new message that parts were ordered. The most recent tech never showed up for the appt after waiting a month. Then I call to complain that I’ve been waiting and they rescheduled for another month BUT wait on on the cancellation list call back so if any appts get cancelled I’m on the list to get a sooner appointment…yeah right! I’ve been on it twice. Escalating to a manager is impossible and no one gets on to resolve the issue just keep making appts with the hope they will show up and actually do the work to repair the non-working panels. Worst service!! Avoid the headaches with this company and don’t bother. It’s all rainbows and sunshine till something has to be repaired.

Worst Solar Company

They try to compensate their aggressive sales by making extra money in roof repair, panel upgrade, etc. They are very slow in responding and ignore messages and calls. Better stay away from that company

Misleading sales

I am sorry the day I sign up these people They are very misleading every year they push-up the the monthly payment and my electricity bill is still high . I call them and they informed me twenty years to get out of their contract . I am 70 yrs old now and every year their monthly payment goes by 20% . This is the biggest mistake I make .☺️

Worst solar company

I paid full amount. Its been 2 and half months after installation. Still solar power did not started. I texted and contacted CX Pro and support. No proper response. Sometimes they tell waiting for building permit hardcopies and sometimes they tell waiting for PSEG permits. Its so much frustrating. Not sure how to deal with this. I dont they will start solar or not for me.

Transfer process as a new customer

As we purchased a new home in sunrise Arizona we filled out all the transfer documents and received multiple emails over and over again that they were ready to transfer on the day of close of escrow. After we closed on the house we are over a week and still after multiple conversations with people in there customer transfer process nothing is happening except being in limbo. Then all of a sudden we get an email that our panels need service but the first available service is October 8th. We will continue to wait and are helpless together this lease that we signed for the panels to ever get activated.

Poor customer support

Sunrun customer sevice is vey good over phone. In fixing the issues with solar system, too much delay in attending the issues. For a non working solar system it took 8 days for the tech to showup.After he attended the system next day system faulty again. Next appointment is on 9/23/26 after 14 days. In effect I do not have any service on these days. I made at least 6 phone calls, no restoration of service, I am so unhappy about this sevice.If this the way they do service I dont recomend any one for SUnrun solar system.

Sunrun Sucks

This company is the worse company I have ever deal with... I would never recommend them for anything and I strongly recommend you use another firm...

Want your system fixed? Good Luck

I first experienced problems in June. Power cycle appeared to fix, but it is back, and there is nothing I can do. Contacted Sunrun numerous times, sometimes no answer. Finally got an appointment in early August, which resulted in another round of phone calls and non answers, now waiting (for two weeks) for an appointment with a subcontractor, (sunrun engineers are "too busy"). The project manager is uncommunicative and ineffective. I do not recommend Sunrun.

Terrible customer service

Our solar system stopped working about a month and a half ago which I just recently realized. Sunrun tells me my system is not communicating with them but they told me it’s a really big job so the soonest they can get someone out here is in 8 weeks. So they’re telling me they know the systems not working but they are billing me anyway because they policy is to estimate what it should be producing and bill that amount. Meanwhile, I’m paying a huge electric bill and have to pay sunrun on top of that for months and months of non service. Their customer service is horrible and their customer service policy’s are disgraceful. The agents talk and talk and talk but do nothing to help you. Tons of requests were submitted on my behalf with zero resolutions

True up bill

Had an inverter go out July 31 2025 and it took 3 months to replace it on Oct 16 2025. They were the really hottest months of the year. I got my true up bill and it was 1200 dollars. My regular bill is usually 150 to 250 per month and all of a sudden I get a true up bill for 1200 dollars. I talked to sunrun and they gave me 150 refund and I believe thet should pay at least 80% of the bill. But they would not listen to me. I am really dissatisfied with how this company handled my situation. I dont recomend people to sunrun from my experience. If they treated me this way they will treat you that way also

Solar…Extremely disappointing.Took advantage of an 88 years old.

I believe this company took advantage of my 89-year-old father-in-law during a very vulnerable time. He was not clearly informed that he was entering into a 25-year contract. Instead, he was told that the service was required by the city. That is a very serious matter, especially when dealing with an elderly customer. What makes this even more upsetting is that the company knew his wife had passed away the previous year. Despite knowing his circumstances, they continued coming to his home almost every day without making sure he fully understood the long-term commitment he was agreeing to. In my opinion, this is unacceptable business practice. Customers-especially elderly customers-deserve complete honesty, transparency, and a clear explanation of what they are signing. I would strongly caution others, particularly seniors and their families, to read every detail carefully and ask questions.

SunRun Equipment failure: They can care less

Besides the Actual energy production falling below sales projections, leaving them with unexpected utility bills.Poor Customer Service: Customers frequently cite long wait times for repairs, unresponsive support staff, and multi-week delays when systems break down. Sunrun Solar System has been down for over 2 months due to a system equipment failure. They seem to be in no rush to fix. A serviceman came out 5 weeks after stop working, needed a part (Which apparently is a very common part, plus only a few dollars at a hardware store, and Sunrun booked the revisit 2 weeks after that, for 3 weeks away. Which means we will be without a working solar system for close to 3 months for a $20 part that should be on every truck. The solar panels' degradation is horrific. The system is leased, and yet we're still being asked to pay for the 3 months the system is down. Run away from this Sun (Solar provider), I think that is why they are named SUN RUN! So frustrating!

Beware of Solar

Buyer Beware Before you enter into a 25 year contract with any Solar Energy Company be sure you have a brand new 25 year roof. You’re not told the cost to remove and reinstall your solar panels. I’m being told $350.00 per panel.In my case that comes to over $9000.00 plus the cost of the new roof. Also the life expectancy of a solar panel is 25 too 30 years and you just can’t get rid of them in a junkyard. With the heavy metals and other materials that are in a solar panel they are considered Hazardous Waste and you have to pay to have them removed. Any savings I saved over the last 10 years is going away with the $9000.00 it’s going to cost to replace my roof. The ones that make or benefit from solar energy are the Solar Companies!

Beware of the sales pitch, read the contract carefully

My experience with Sunrun has been a major regret. The biggest problem was that what the salesperson told us verbally was very different from what was actually written in the contract. Unfortunately, we trusted the sales representative and did not go through every page of the agreement carefully before signing. The salesperson made verbal promises and explanations, but when we later reviewed the contract, we found that important terms and limitations were not what we understood from the sales conversation. When it comes to a major purchase like solar, verbal promises mean very little if they are not written into the contract. I also felt pressured to move quickly and sign the agreement. In hindsight. There are also terms in the contract that I believe a typical homeowner could easily overlook — including limitations regarding solar production, roof work, and what is and isn't guaranteed. For example, our agreement states that there is “No Production Guarantee,” even though the system's projected production and energy offset were important parts of the sales discussion. The contract also states that if the solar system needs to be removed and reinstalled because the roof is replaced, that cost is the homeowner's responsibility. My advice to anyone considering Sunrun: DO NOT rely on the salesperson's verbal promises. Get everything in writing. Read the entire contract before signing. Don't let anyone pressure you into signing immediately. And honestly, if you're not comfortable reading a long solar contract yourself, have an attorney or another qualified professional review it. Even using an AI tool to help identify confusing or unfavorable terms is better than simply signing without understanding what you're agreeing to. I personally regret not doing this before signing. Based on my experience with the sales process and the differences between what we were told and what the contract actually says, I cannot recommend Sunrun. Take your time, read the fine print, and make sure every promise the salesperson makes is written into the agreement before you sign anything.

Customer service

I called roof leaking from installation penetration for yers has caused mold. I need a whole new roof and mold remediation. They were not will to help. I am highly allergic t mold and have been sick for 3 years all documented and they will not allow me out of contract since I am dishing out 22k for everything. I know there are ways they can help. Do not use them at all never allow them to install panels on you roof. I loved the solar and the discount I received but hate how uncaring and unconcerned they are about my health

Never a call back for my problem 16 days

I have solar and two Tesla Powerwall batteries through Sunrun, and my recent experience with Sunrun's customer service was extremely disappointing. On August 3, 2026, approximately half of my house lost power, including critical areas of my kitchen. I called Sunrun and explained that I had no power to essential kitchen appliances, that food in my refrigerator could spoil, and that I could be left unable to prepare meals in my home. I was repeatedly told that it could be five days before someone would even call me back. I told them that was unacceptable and asked to speak with a supervisor. The supervisor assured me that my situation would be made a top priority, that I would be put at the top of the list, and that someone would call me within 24 hours. Fortunately, I was able to resolve the immediate power problem myself. I waited for Sunrun to call so I could tell them the problem had been resolved. They never called. Today is August 19 — 16 days later — and I still have not received the promised call. What concerns me most is this: What would have happened if I hadn't been able to fix the problem myself? Would I really have been left without power to a substantial portion of my home for days while waiting for someone from Sunrun just to call me? I make my monthly payments to Sunrun, and I expect reasonable support when something goes wrong with the system. Installing solar and batteries is only part of the service. What happens when your system goes down and you actually need help matters just as much. Based on my experience, I cannot recommend Sunrun's customer service. If you are considering Sunrun, I strongly recommend that you ask exactly what kind of response time and support you can expect when your system has a serious problem. Please note, I do not know the information of my system so I just put random numbers in so I could complete this review.

Useless

Solar panels broken for 6+ months and no sign of fixing. THEY ARE THE WORST

Defective product from a Company that ignores warranties

Do not buy a Sunrun Solar system. My system is five years old. It stopped functioning over five months ago. Sunrun was not monitoring it, despite their contractual obligation to do so. They never notified me that it stopped working. Their customer service is abysmal. The "live chat" is barely staffed, and the phone lines will leave you on hold for annoyingly long waits. Each time you call, they claim that they are "experiencing unusually high call volume." When you talk to an agent, they will misrepresent the situation. They are now pushing homeowners into a $79 a year "monitoring fee," even though my original agreement said that Sunrun would monitor the system without a fee. Now, they want $700 for a "System Performance Inspection," which they claim is not covered by my warranty. I think of my Sunrun Solar System as a waste of money. It doesn’t work, has not worked for a long time, and will not work unless I throw more money at a company that is ignoring their contractual obligations. In my experience, Sunrun sells a defective product, and the company does not honor their warranty.

Bad Sales Rep./Shady Customer Service

Summary: Sales persons are either deceptive or unintelligent. Customer service support is shady. They do not care about the customer whatsoever after you sign your contract. We originally had a decent representative who set us up with a reasonable contract to meet our needs at the time. We purchased an electric car and the following year found ourselves with a bill. So through Sunrun we worked with a door to door rep who sold us on a few more panels and a couple battery systems. Throughout the negotiation I repeatedly asked for confirmation that the price I was being quoted was an updated bill replacing my old bill and not an additional bill. I was reassured it was. Almost a year later we are now being billed twice. Once for the original contract and once for the new. When calling to work this out we were met with customer service who referred us to our two open accounts, focused on confirming whether or not this verbal negotiation was documented, and at no time offered to take any steps towards righting this miscommunication. Now upon trying to retrieve contract documents through customer service we were cut off from customer service and all our documents were scrubbed from our account making them no longer attainable.

Worst of the worst

Terrible decision

Service

If you lease if your system goes down no matter how long it takes to fix you still pay Sunrun plus power company for what you use.took a month to fix

🚨 WARNING: Sunrun took complete advantage of my elderly father. Their improper installation of solar arrays caused severe roof leaks over our garage. When my senior father called multiple times to report it, Sunrun representatives intentionally gave him the runaround, blamed him for the damage, and shirked responsibility. They left the roof leaking through TWO FULL WINTERS.I had to step in to protect him. Sunrun’s own third-party team did a water test and watched the water pour into our garage. It has now been over two months since that test, and they are still stalling, claiming they "don't have the paperwork." Meanwhile, a local 5-star roofing company came out and gave us a full report in just 2 days.Because of Sunrun's 2-year delay and bad-faith victim-blaming, my elderly parents now have a massive 5x5-foot dry-rotted hole in their garage, rotted structural 2x4 beams, and active mold growing in the ceiling framing. This is a severe health hazard to elderly homeowners. To make it worse, Sunrun removed half the panels over a month ago during peak summer, leaving them with skyrocketing utility bills and no repair schedule.Sunrun will happily damage your home, blame your elderly relatives, and run away when their installation fails. We are filing official complaints with the California CSLB and the California Attorney General for elder consumer abuse. Avoid this company at all costs.