Sunrun Inc.

Communication stinks!

When signed up all went well. I got my son in law and daughter on board, promised a referral of $1000 and another bonus of $2000, all which I haven’t seen. I can’t even get a hold of the sales rep who signed us up. A woman I’ve been in contact with from Sun Run, I guess she handles issues, she did say monies will be her by 9/11, well it’s 9/16 and heard nothing. She said she will reach out to sales rep… sure… still nothing. So don’t believe anything Sun Run says!!! A billion dollar company… telling this 68 year old women one thing and was a lie… so buyer beware… look around!!!! Helene Gordon!!

Kinda disappointed

Initial contact was great. Fast contact, prompt installation, really good staff for installation. PG&E held up the approval, so we got, essentially, 6 months of very low cost power. That was terrific. However, once approved and running under Sunrun, two of our three batteries quit and had to be replaced, just six weeks after approval. Now, in August, all three batteries have quit! And on the weekend, when I couldn't reach anyone at Sunrun. They are available on Saturday until 4:00, but the system quit after 4:00 pm. The batteries just started making a louder noise than usual and started discharging to the grid. In a half-hour they had completely drained, according to the app. Actually, the Tesla app showed the discharge and shutdown. For the entire weekend and Monday, until I called Sunrun, their app showed the batteries as fine and system normal, which it wasn’t. On Tuesday, I was sent an email and link to make an appointment. The link connection said no appointments for more than 90 days. I called and the person I got gave me an appointment for two days later. There is no one local to call and all the local people who were there for the install are not reachable. Support is either a very inefficient chat or a phone call to and overseas call center. This is not an acceptable support system. Sunrun owns the equipment and needs to maintain it. They charge substantially for their services and abandon the customer once installed. To have two equipment failures within 3 months and only 6 months after installation is unacceptable, poor business and not a great way to increase business. I was a big supporter of Sunrun, but not now.

Good local team

The Petaluma office answered my questions and the panels are working well. Scheduling took a little time but the crew communicated on install day.

Still awaiting completion of the install

The initial installation team was great except for one guy who left his dirty fingerprints all over our walls. Since then I've gotten mixed messages about when the installation is going to be complete. They're supposed to have another team come out and finish who never showed up. We used sunrun for our house in Connecticut and everything went super smoothly. But here in New Jersey it's been frustrating

Some bumps in the road.

Overall, it went well but there weresome bumps in the road. The initial inspector made three visits to our home when he was only supposed to make one. This was very inconvenient and annoying for us. We don’t understand because he had a checklist of things he was supposed to check so why did he have to come back two more times? In addition, the finished product did not look like the blueprint. The front and the back panels were fine and installed as they were supposed to be, but the four panels over our garage were crooked. We understand that our garage roof was slightly concave, but they should’ve made more of an effort to install them straight. It is a bit of an eyesore and not at all what we expected. There was a lot of waiting around for things to get done, so I just put that out of my mind for the most part. Now that we’re in the final stretch, I hope everything goes smoothly.

Lucia Mejia

I had a great experience working with Lucia Mejia. Lucia was very helpful during the whole process. Lucia was very professional, honest, and straight forward. Lucia was always available for questions and follow-ups.

Solar panels

These are amazing

Frustrated

I am a new owner of this house featuring solar panels. I need to setup a password to get WiFi connected. I called Sunrun many times in two days. I still haven’t got the WiFi connected. I was told to download the app to setup my self, but I don’t see anywhere to find settings in Sunrun app. I keep calling and keep getting phone call disconnected. Finally Zak ( one of the best tech which I could finish the call with him) told me they will schedule a tech to my house in 3 days. I am waiting for the schedule. Very disappointed at this beginning of using Sunrun. Thank you!

sunrun experience

kim helmuth my sales consultant is wonderful. sergio zuniga [installation crew foreman] and his crew did a fine job, the installed system looks great. the difficulties i have had are with the dept responsible for co-ordinating with the local city authorities and PGE the performance in getting my system approved and operational has been sub-par the system was completed august 19 and as of today sept 2, PGE has not rec'd any req'd documentation to move fwd with authorizing my my system to be permitted to be turned on

Panels installed, no permit sign offs

The experience of reviewing options, pricing and getting a new roof and the panels installed went well. Unfortunately Stephanie Perez, the "new expert on your way to activation" has not answered any calls nor truthfully responded in texts. It has been nearly 3 weeks and there are 3 inspections needed for which the town has not been contacted to schedule (town states they can schedule in 24 hours). Incredibly unresponsive since (as of now useless) panels were placed

The installers damaged the shingles on my patio roof by putting the panel supports in the wrong place. SunRun was supposed to arrange to have a roofer contact me that has not happened. Also, I’m waiting on PG&E to come out and finalize the project. I’ve sent messages to SunRun representatives and gotten no replies.

Communication can be spotty at times

Some of their staff definitely has been helpful. The installation (which is still on going at the moment) is becoming a nightmare. We started this process early in the year and we're still trying to get the installation finished

Monthly electric bill has been reduced with solar power but I am not saving money. Solar Energy charges me each month of $62.00.. So even though I am saving on electric I am not seeing a savings. The electric cost and Solar's cost it is currently costing me each month than I was paying before Solar. Be very careful that all cost are shown before sighing a contract. Do you home work.

I chose the option to give SunRun my Federal tax credit in exchange for all future maintenance plan. My system was installed in early July. I paid over $20,000 as soon as I got the invoice( within a week). I was told by the SunRun rep assigned to me(I think from California), it could take up to 2 months for my system to go on line. I had the app, which kept noting we were waiting for the electric company to activate the meter. I emailed my SunRun rep in mid September who said sometimes it takes longer. Mid October came with no approval as did mid November. Each time I asked the SunRun rep to investigate the hold up. I noted in one of the earlier emails sent to me and SunRun an attachment from the utility. I replied to that email with my SunRun rep cc’d. Within 24 hours, I got a reply from the utility that there had been some glitch between SunRun and them and the application to connect to the grid would have gone anywhere if I hadn’t reached out. My system got activated in early January - 6 MONTHS after it got installed and I paid in full! I had been patient and fully expected my SunRun rep was working to get me connected, but I was wrong. A simple email from them to the utility would have cleared it up a few months earlier. I lost out on hundreds of $ at the peak time of year. I wonder what future servicing of the equipment will be like? BTW- the solar salesman was good, the installation team was good, from scheduling the install, to getting the system completed in one day!

Coordinator

Poor communication Stage 2 - City inspection 1st * no inspection report provided * no corrections report provided * no reply after request…. * reply after reached the salesperson Aaron. - City Inspection 2nd * No inspection as well as correction report provided * need to push the coordinator to find out the status of the mentioned reports.

Have had no solar production from my solar panels for January, and February. Still waiting for someone from SunRun to contact me. Said I would be contacted within three business days. It has been five days , and still have not heard from them.

Disappointed

The beginning process was smooth and easy. I had concerns about the size of the system because we weren’t in the house long enough. The sales person said it was fine and it’s not. The system seems to be undersized for usage. We were promised a grant to offset the winter months since the system didn’t turn on until September. We haven’t received a grant and getting ahold of our rep has proved to be incredibly difficult. We’ve paid our sunrun bill AND an electric bill since the system has been turned on. We asked about waiting to install the system until the spring and our rep told us about the grant and said it wouldn’t be a problem. I wish we had waited. This experience has been a disappointment.

Not Happy

UnKnowledgeable sales person. To my surprise. When everything was said and done and too late to change anything, found out from other Sunrun marketers working around Bakersfield, that there was other things that could have been done to enhance my overall experience with my service. On that note, trying to get technical help was nearly impossible. Come to find out, that when technical help was finally offered and completed , they had informed me that there actually was a problem with the system from the initial install. Which explains why I was getting such massive electrical bills and still making the payment on my solar. Overall not happy with the company in general.

Not sure if it’s worth having Solar

Now that the electric company has changed its rates really not worth it They went down on the price of kilowatts so that increases the amount of kilowatts you need to produce to pay them $10 a month Because they do still charge you a charge even if you don’t need any electricity And they have increased the shipping fees Pretty much 35% So every kilowatt you create is worth about four cents right now You roughly need 250 kW per month just to pay them they’re 10 bucks So an extra 3000 kW per year I feel like everything about Solar now is somewhat of a scam You receive a bill from the solar company and you will receive a bill from the electric company Make wise choices

No service

I don’t think we are creating electricity like I thought we would,As of 9-6-2424 we only have 800 watts.My monthly bill is just as high as it was before we got them.

Slow to respond

Ongoing problem of Powerwalls supplying to the home has been going on for some time. It will be exactly 1 month for Sunrun to finally get a tech here to diagnose what's wrong. So far, phone support and a rep visit seemed to think I had app choices wrong and software options would be the cure. Wrong! House has been 15% powered by solar, my PG&E bill will be bad. Also, the initial equipment install had a bad Powerwall 3, it took 6 weeks to replace. Not happy.

We started our solar installation project mid-October 2024. It is now mid-January 2025, and we’ve just been told it may be another 3-4 months before we can be connected to the grid and turned on. So, since we still don’t have solar at this time, I’m surprised I was prompted to write a review.

Support Communications followup

Great promises of being the best in the Solar business. First test of being the "Best", fail. Within 1st month, installed wireless heat sensor failing; warning going off & tablet sensor reporting has communication issue with sensor. Left numerous e mails, phone messages with both our initial contact & after installation support personnel. Zero response from either. Finally reached someone who could only asign a "case" number. Then continuing calling and reached another Sunrun personnel who said, "moving this case to an "Escalation Team". Been total of two weeks without anything done. The best?

Customer service is POOR

we had solar installed towards the end of 2024. When they came to upgrade the ameren meter on the side of the house our siding was damaged in the process. Keep getting the run around on when someone will be here to correctly fix our siding and re-attach the ameren meter to the house. This issue was reported to them November of 2024 and still currently waiting for someone to show up and take care of this issue. Not happy at all with getting the run around on when someone will be here to fix this.

It has been 6 months since this process started and we are still not connected to the grid. The beginning of the process started out well but since then we have been passed to different people and are currently only dealing with text messages The inspections have been the worst with staff blaming the previous inspectors, we even had an inspector bring the wrong person. We wonder when this whole process will end