Sunrun Inc.

Miserable and Unfair Experience

I got my panel installation done on March 6th and finally got the system working on September 15th. It took 7 months and me following up and escalating things every few days. City Inspection was rejected 4 times and got approved on 5th attempt. On top of all this, I found out that the rate and deal that I was offered are not same as my friends in my neighborhood. My friends who live in the same community got way better deal and rate than I did. It is unfair for the same company to offer different prices and rates. They have same number of panels and similar energy production.

Inept, Poor Follow-through

I am having work done on my property and requested that Sunrun relocate the batteries; however, they put in a work-order to temporarily remove and re-install the panels. I have made multiple phone calls, put in two work orders and spoke with many people--most of whom live out of state with a two-hour time difference. Not only did they just recently (in September) correct the work-order, but the 45-day clock restarts. My contractor cannot continue the work until the batters are relocated. Not only this, Sunrun charges over $3,000 just to relocate the batters, even though they did not ask my preference before the original instal. The burocracy is astounding! I cannot get a manager to return my call, even though they said they would, I speak with a different person each time I call, and some don't even document the conversation--causing other to start over documenting the complaint. IT WAS THEIR MISHANDLING OF THE REQUEST IN THE FIRST PLACE THAT CAUSED A DELAY--THREE MONTHS AND COUNTING.

bad roof prior to install

first, I really like the solar. it works... my pricked l problem is. 2 years ago I was told my roof was ok to put solar on it. Today I have 9 leaks. roofer said, 3 of them, it's from lag bolts holding the panels. roof is old, yes, but now, I need new roof, new insulation, new sheet rock and new plywood. sun run will pay to remove and replace panels, that's nice but the roof is leaking, it's raining and they won't help, help, not pay for, a new roof. I didn't have trees removed, I did not get a roof, sooooo here we go, another corporate screw the little people. today they said, it's not from the panels... OUR COURSE THEY DID.... SO BUYER BEWARE... THEY ALL WORK FOR THE BIG GUYS NOT US

Not sure what's happened to this company (but it's not good)

We're 14 years into a 20 year lease, and the first 13 years were great. The past year has been a disaster. Essentially, the system and panels need to be replaced, and their output is completely inconsistent (and at times, non-existent). Sunrun's communication and customer service, which previously when things were working and seemed solid, have been lacking to say the least. Their customer chat and phone employees consistently say everything is working great... despite our system breaking down 5 times since October and needing to have technicians come each time. Finding someone to discuss replacing the panels and compensating us for producing less than 95% of its expected output (per the contract) has also been impossible: unreturned calls, unanswered emails, etc. Really disappointing from a company we've trusted until the past year. 

Do not and I repeat do not work with them

I would write a comment But it would turn into a book of problems I've been having with them. They were great in the beginning and now I do not know what happened to them and I cannot express enough do not do not do not find a contract or work with them.

Deceptive tactics poor customer service

I had two competing solar companies and I must say I didnot adequately research Sunrun. ISSUES 1-They didnot upgrade my electrical panel as promised and I was charged for it. There were two spaces in the braker box which they utilized. 2_They cut a hole in my wall above my water meter which they have not yet repaired its been four months. 3- Very poor customer service little or no response 4- No actual savings i am paying more money to Sunrun with no savings on my electric bill Donot use this company

Autopay

Company offers autopay. I choose to use my credit card, which they said was okay. After I received my monthly bill, I see I was charged a a "Loss of Autopay Discount" - $7.25. This was added to my usage. I called customer service, which was an awful experience. I spent 27 minutes talking to a customer service rep., to which he could not rectify the issue. I had him cancel my autopay and re-enter my credit information into their system. Again it did not work. I asked to speak with a manager, and after 8 more minutes I gave up and called back. Then another customer service rep came on the line, and I asked to speak with a manager. Another 8 minutes later, a manager spoke with me. Telling me, I had to give them access to my bank account to charge the bill. NO ONE gets access to my bank account, that's why I use a credit card. After installation they tell me this. This is wrong. If I could have it removed I would. I hate being SCAM.

Poor customer service and ethics

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.

Disappointed

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.

Ongoing problems with 1 inverter

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.

If you have 3-5 Years

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.

Meh

I bought my home in 2021 and it came with a Sunrun solar lease, which I had to purchase as well. I decided to purchase my solar to end the lease. I must say, my team, mainly Andre, was absolutely wonderful, polite, and courteous until everything was complete. Then I had a specific question about my contract. It is funny how all these pleasant people became suddenly quite cold and evasive once the business end of the purchase was completed. I would think that for a $43,000 investment they could do better. I am now have very little trust that they have my back now that they have my money.

Over charged

I want to start out by saying this is the first time I've ever reviewed a company in my life. I've had sunrun since the end of 2023. I have never been late on a payment. My system was not running right for a few months so they had maintenance come out. The worker explained something was wrong with the panels and he needed to shut it down. 3 months later they finally came out to fix it and during those months I paid both electric bill and solar bill which was $600-$800 a month. I called in about the over payment and was told they can't do anything about the electric bill but they would credit me for all the energy that my system should've produced. I took them on their word. They have not credited me anything up until today when I called once again. This time they said I didn't have the warranty for this so I get nothing back. After being pretty mad they credited me $150, but the $350 I paid every month that their system didn't work was just me donating to Sunrun I guess? This company is def shady and you need to make sure you read the fine print because you are just dollar signs to them. Proceed with caution so you don't get locked into a long term lease like I did.

Autopay

So they installed solar for me. Apparently if I dont sign up for auto pay, I have to pay $7.50 on top of what I pay. It does not make sense to charge people that. I have never missed a payment but being called multiple times to pay the balance because I didnt sign up for auto pay. This is stealing from people outrightly. I talked to customer support who says , I have to. I refused and will not pay it. Its not fair to get $7.50 from someone for free ontop of the payment being made each month. These corporations want extra money from people in every single way, and I wonder who made that possible. As long as I pay every end month, that should count. And then I was never told that I should have a battery with it. Another company came and told me they misled me in everything, coz whats the use of solar if you cant use it when you dont have electricity?.run from them.

Sunrun Snow Shields are wrecking my roof

Sunrun wants to charge me $600+ to remove snow shields they installed(I did not rrequest or was asked to install). These snow shields close off the lower or bottom panel opening so that any tree debris(leaves sticks pine needles collect under the panels and are very difficult to access or blow our because the snow shield is in the way as well as causing the issue. None of the other solar installations I have seen in the neighborhood have these installed and it is for a reason. I have had my fill with Sunrun. I should have never gone with them

Runaround and lies

**DO NOT USE SUNRUN.** We started with them in **November 2024**, and it has been an absolute nightmare ever since. The sales guy was friendly—then vanished. We were told we needed a trench dug, and that Sunrun would cover a $10,000 trench. We explained we had a contractor digging a trench already and it would be cost effective to use the same one, or make that one wider, but where they planned ot dig was impossible due to main lines. They told us we absolutely were wrong and they had to go in a different place. They were wrong. Once they realized they had the trench planned in the wrong place We had to **start completely over**, wait 6 more weeks, and then were told the new trench had to go *exactly where the first one already was*—but now it cost **$14,000**, and we owed $4,000 out-of-pocket since they only said they would cover $10,000 the first time. The new rep, **Tyler**, promised a Visa gift card to cover at least half the cost. That was a lie. The install company, **Smith and Electric**, gave us 3 install dates, and confirmed the wrong ones, then randomly showed up early—causing construction delays and fees form our other project. They **ruined our driveway** with a rushed concrete pour in the rain, leaving a **neon orange stripe**. The tech admitted it looked terrible and said they’d fix it. They haven't fixed it and here we are 4 months later. Then came the endless runaround, inspection delays: weeks of silence, botched scheduling, failed inspections, and **constant ghosting** by our new rep **Zulema**, who repeatedly said “almost there” without any answers. It took **EIGHT MONTHS** total to get the system running. The moment it was turned on in **July 2025**, we got a bill for **$4,388**. When I called to ask about the gift card Tyler promised, Zulema claimed it never existed. She said she’d look into it, then disappeared—until finally texting us that she’s “no longer handling your account.” Now we get 2–3 emails and texts daily demanding payment for work we were misled into, while the driveway is still wrecked and nobody is accountable. Sunrun lied, stalled, overcharged, and abandoned us. **This company is dishonest, disorganized, and absolutely infuriating. RUN the other direction.**

Poor Maintenance Service

Essentially, my service has been off for over 6 months. I discovered, not them, even though they are "remotely monitoring the system". I have made multiple calls to Service Representatives and have been told in not so many words. "Yea, you're right it's off, we are looking at it. Please give us three days." the next call three days later, "Yea, you're right it's off, we are looking at it. Please give us three days." and the next "Yea, you're right it's off, we are looking at it. Please give us three days." Evidently three days for this company is a never ending loop, so they don't have to have a service call to "maintain the equipment" as stated in the contract. Customer Service is great at stonewalling and irritating customers.

Underperformance

I have been with Sunrun since 2016. I bought my system 29 panels as opposed to lease knowing I would be staying in my home and I saw it as an investment since roof was newer. Also, the 25 year warranty and the underperformance guarantee was appealing and that is why I bought. For the first few years I saw very good results. Then I noticed I got a significant electric bill and noticed a significant underperformance. It appeared this was happening for several months. They came out fixed the issue and everything was up and running efficiently again. Then I put in the claim for the underperformance. Unfortunately I only got compensated for when I called till issue was resolved, it was an inverter that needed replacement, which was under warranty. The other months were not compensated due to not monitoring the system, I was disappointed by this but will watch system like a hawk now, twice weekly. Hoping not to lose any more in returns. All was fine for the next 18 months and noticed a third less performance from April this year. I called towards end of April since underperformance was consistent. An appointment was set for beginning of May to have a tech come out. Unfortunately it was a no show so I called letting them know and another appointment was set a few weeks later. The tech that came out was helpful explaining the box. A breaker needed to be reset so he showed me I can do on own if happens so was helpful. I would not touch or explore system before due to worry about voiding warranty and never touched leaving to the professionals. During visit he mentioned he had to do more investigation and another appointment was set. Another no show another week someone came replaced inverter and looks like all is good to go again. I then called to put in underperformance claim from April till June from when problem first started to resolution. After getting nowhere for 20 minutes of back and forth my claim was denied saying system was still underperforming but not enough underperformance to substantiate a claim. My charts (Sunrun app) showed was performing a third less from target zone and tech even confirmed this. This happened during peak months with most daylight and felt I got porked, due to diligently monitoring system and delays in getting issue resolved I lost a third of peak performance for 2 months. All in all I am still proponent of solar. I do feel you get treated differently if you own system rather than lease. I expected to get a really good return on investment but in my case has been marginal at best even facing South and no obstructions. Sunrun has been good with warranty but takes awhile now for issues to get resolved. During that lag of underperformance you would expect to get compensation for performance lost. However, the underperformance guarantee as I explained is not great and unfortunately was a deciding factor in purchasing system hoping to make up for any losses if system was underperforming which has not been the case.

Overcharge for Removal and Reinstallation of Solar Panels

I was getting a new roof, so I needed to have the solar panels removed and then later reinstalled. During this process, I received a quote from my insurance company. Well, when I received the final bill from Sunrun, it included a charge of $750 for a city permit fee. But the thing is, there was no permit fee charge through the city! When I reached out to Sunrun asking why I was charged the $750, the answer I received was that it was their usual permit fee amount. WHAT!?! I couldn’t understand why they didn’t check with the city first, or at least check with my insurance company to see whether or not there would be a charge. Needless to say, it took over four months to get the matter resolved and for Sunrun to reimburse me the $750. The reason I’m posting this is to forewarn others.

Was happy until I needed service

Customer service is not good. Been down for 60 days before I notices, took 2 weeks for them to acknowledge problem, had no inverter to replace failed on (they have 12 year mfg warranty). Week later, have invert, now have to wait 90 more days for install of inverter. that will be 5 months, 120 days during the best sunshine part of the year not generating KW. Ridiculous. No reply to why they let my problem go for 60 days un disclosed, I had to find it. No reply to why it takes 90 days for a tech to come install. They answer phone in 5 min or less but have no answer, can not get a manager or supervisor to call back with more info.

Support is terrible

Contacted support through chat and described my problem including technical details (described later). After 3 days I was finally contacted with a date. Tech never showed because their system showed everything working fine. I called the next day indicating the tech never showed, and that the issue was a potential safety issue. Didn't matter, since the system shows working I will be put back in the queue for a visit. Chat and phone support would not elevate the issue. Issue: Outlet that supplies Envoy has a GFI which kept tripping due to water getting into the box housing and the envoy.

Buyer beware

When we purchased our system with Vivent it was explained should we need to replace roof it would cost us $500 to remove and replace solar system. Vivent was puchased by sunrun. We had to call sunrun to report a leak. Sunrun sent teckd to check it out. They fohnd a gaping hole from otiginal instal. Had to take enough time to soak throuh the insulation and drywal. Sunrun plugged the hole and left us with the cost of any other repair. Now that we need to replace roof as more leaks have shown up snd we are unable to prove the install is the issue, they will not help and told us we have to get roof repair through their aproved contract company who want either $18000 for a ten year rated roof or $11000 to simply remove and replace the solar pannels. If you get anouther company to remove and replace the pannels on the roof it voids all warenties. This is the sort of thing you may expect with Sunrun.

Not as promised

We have had Sunrun panels for almost 3 years now. Being a new construction we installed a set of panels to gauge the use and the utility. During the first year, some glitch in their system resulted in no power transferred to the grid for a month or so and so we paid more than usual. This was brought up to them and they fixed the issue. Earlier last year we installed a few more panels which according to the customer service agent would cover 100% of our usage. However that hasn’t been the case and we have have been paying more or less the same amount every month to the utility company despite having more panels while the usage remains the same. So at this point we remain totally confused as to where the extra electricity from the new panels are going. Upon contacting the customer service, a certain manager was contact us back in 24-48 hours and we haven’t heard from them in 5 days. Totally disappointed with their service now.

Not Satisfied

I just spoke with a gentlemen from costumer support. He was excellent, he listened to me, and helped me determine what I’ve been asking about for a year with other customer service reps. This experience was great, but all the other experiences over the past year were nit helpful at all. In short, I’m paying much much more for solar power than I was with commercial. It doesn’t even out or break even, and even though I’ve been complaining for a year, SunRun has done nothing to help. I had to switch all my power consumption to night in order to reduce my energy bill, even so I’m still paying 25% more for energy than I was on commercial power. There is no benefit in owning solar, and I feel it was a huge mistake switching.

Make sure they explain how to use the app and keep an eye on it. We have 24+ panels and are still paying PG&E over $400 every month. SunRun came out, found a problem, said they fixed it. Credited us a measly $150. The problem isn’t fixed. We are still paying over $400/month to PG&E. They are coming back next week 3-4 weeks later to see what is wrong!! This experience has cost us so much money!!