Sunrun Inc.

Awful Customer "Service" - RUN from Sunrun!

The worst customer experience I have had in my life. (apparently I am not alone, as I have now read many similar reviews.) Terrible communications, no responses to calls and needs, weeks to get an inspector out to inspect a third party contractor reinstalling panels after a roof replacement. And, a run-around trying to get the inspector back out after an issue (not Sunrun's fault). So, five days to have my roof replaced and likely more than a MONTH to get them finally inspecting! A month without solar, a month making calls, sending texts and live chats with no resolution. They also referred me to their authorized service provider for removal and reinstallation - and he quoted me almost 3 times what my roofer - an authorized service provider of Sunrun - charged me. And he also offered to do my roof work - at about 75% higher than my two bids! Ripoff. I would NEVER use this company again if I can avoid them.

Constant Nightmare!

It's been two years of "something isn't performing the way it should". As a result, we had to pay SDG&E an unbelievable amount of money, in addition to the Sunrun monthly. SUNRUN does not stand behind their product. We have been inconvenienced so many times whether its another trip to check the system or on the phone with customer service. We sadly regret ever selecting this company. We would save more money if we just stayed with SDGE.

RUN AWAY FROM SUNRUN

Why can't I give 0 on yelp please!!!!!!!] This company is a nightmare, how can they survive with such horrible system and customer service? I bought my house in March this year, I've been doing everything possible to transfer the system under my name so I can pay bills on time. They had me to make so many phone calls; they told me the transfer was done; then it wasn't; then I had to call over and over. Finally after I was able to get into the portal and setup automatic payment about 1-2 months ago; then yesterday I received an email asked me to sign a transfer doc, but there's no doc in the email for me to sign. I emailed my coordinator (Rosa Polo) and her boss ((Keyla Hinojosa) and they completely ignore me; no reply to my message at all. Someone else told me to call customer service, I hate to make the phone call because I did too many calls back then and it went nowhere. This company needs to be out of business. They should not exist. It is gross to deal with them.

Beware - Sunrun will not keep its promise to maintain your roof

We have been Sunrun customers since 2018. We would not recommend them to anyone. In 2018 their rep sat in our living room & said "you will never have to worry about your roof with us". Their so-called "roof expert" who inspected our roof for panels approved putting panels on a roof that unbeknownst to us was at the time over 20 years old (we were new to the house). We then got a leak in our living room ceiling from screws in solar panel bracket which is when we found out the age of our roof from our homeowner's association. Their response was we needed to replace our roof. That became a six month ordeal back & forth with pile of panels sitting on side of our house which we were lucky our association didn't fine us over. Finally after threat of legal action they agreed to replace our roof. They sent local roofer who could not believe they put panels on our roof to begin with when he got up there and took photos. They paid him to replace HALF of the roof on the house ONLY! Then they sent him away & sent in a roofer from PA (we live in NJ!) who took off new half roof & rest of rotten roof & replaced with a new roof. They did not use the shingles I chose but at this point it was DECEMBER & we didn't say anything just wanted the roof DONE. That was March 2023. Now come with us to May 22, 2025 we have leak in our bathroom ceiling. We called a local roofer emergently due to constant rain who went on roof & in attic & took photos. A screw was too tight in a bracket & cracked a shingle in half near the leak & a pipe from attic to roof was NEVER sealed, it has an obvious line of water down it & in fact had DUCT TAPE on it which should have been replaced & sealed by PA roofer. So Sunrun sends their "techs" to look at roof, FYI their techs we believe are trained to find Sunrun NEVER LIBEL for anything. Today we got a call back (5 days later) saying their "leadership team" reviewed the photos and determined it's not a panel issue. ??!! The person we spoke to also would not connect us with anyone in management or a supervisory role. Sunrun also would not contact the roofer they paid to resolve anything. We called the roofer who says well there is only a ONE YEAR WARRANTY on new roof with panels. WE WERE NEVER TOLD THAT. There was no communication between Sunrun & roofer they hired and paid. Who does business this way?! All we want is our roof fixed properly so it does not leak! We sent the photos to the roofer and are awaiting their response. I cannot believe Sunrun treats customers (who pay their bill!) this way & would never recommend them. Their rep told us face to face "you will never have to worry about your roof with us". At this point we want panels off at NO CHARGE TO US and roofer that put roof on in March 2023 to come fix it AS THEY SHOULD.

Not transparent

I feel I've been mis-led into Sunrun panels when i did not need them. My electric bill was steady at about $135-$150 pre Sunrun solar and now i am paying $225 per month and STILL owe PG&E money too. sales reps are no where to be found they have blocked there phone numbers that i would be in contact with them on. I cannot believe i fell for this. Struggling to make ends meet. And i believe its a 25 year contract or something like that. UGH!!! Just do your research.

lack of service

I am writing to formally express my dissatisfaction with the service I have received over the past two months as a Sunrun customer. Since initiating service with Sunrun, I have been consistently charged my monthly solar bill. However, despite these charges, I have not received the solar energy services as promised. My electric bill has remained high, indicating that the system is not functioning properly or not contributing meaningfully to my energy usage. When I contacted your support team to report the issue, I was informed that a service technician would not be available to address the problem for another month. This delay is unacceptable, especially considering I am paying for a service that is not being rendered. Furthermore, I requested a refund for the two months during which the system was not operational. This request was declined, and I am still being asked to continue paying for a service that is not working. This situation feels unjust and reflects poorly on your commitment to customer satisfaction. I am requesting an immediate reevaluation of my case, a refund for the past two months, and a suspension of future charges until the system is functioning as promised. If this issue is not resolved promptly, I will have no choice but to escalate this matter further, including submitting complaints to consumer protection agencies and leaving public reviews to reflect my experience.

Rip off !!!

It’s a trap : I leased my panels 10 years ago when they assessed my roof to be good for at least 10 years . What if I need to replace it ? No worries , we will remove and replace at no charge for 48 hours to allow you enough time to fix the roof . So….They promised me free removal of my panels when it’s time to fix my roof … now , with 76 panels they want over $26,000 ! Just to remove and install it back …. Oh , and continently the company who removes the panels can also … get this … fix my roof ! How convenient! Rip off . Going to attorney general , better business , consumer agencies till they do the right thing . Stay away at all cost !!!

Run away with this company

Just like the other review said, run away with this company. My system failure after 5 years and 3 months due to Enphase Envoy fail to connect to network. 1st, you need to pay almost $600 to ask them take look why system not working event though it is under 10 years warranty. 2nd, it take multi months and technician to check what is wrong. Finally they found the Envoy is failure and it is 5 years warranty, i call Enphase and Sun about the warranty just expired 3 months only, but they all say NO, it will more than $1K to fix. I don't understand why Envoy is 5 years warranty but the micro inverters is 25 years, that mean they know something????

Non-functioning system after 12 years

Our system had been working fine for 12 years therefore we’ve never had any issues to contact Sunrun. However, in October 2024, our system stopped working, in December 2024 we had an evaluation and it was determined that our system had to be redesigned and we had broken panels. We have been going round and round since then with no resolution. Our system is still not working and we are getting no help whatsoever from Customer Service if you are considering getting solar go with a different company.

Months wasted

This will be a long review, but I want to be thorough about what we have had to deal with. And our experience with Sunrun lasted about 4 months for them to finally tell us that they couldn't do our solar. From the very beginning, just at the referral process, we started to have a bad experience with Sunrun. Sunrun offers its customers are $1000 gift card if they refer a friend and that friend gets solar through Sunrun. We were referred by a friend so when I went to the website to request a quote, I clicked on the option saying that I was referred. From that moment on, Sunrun tried its best to not have to give that incentive to the person who referred us. It took multiple phone calls, many texts, and my sales person, Roman, had me email the company directly, explaining exactly how we got involved with them. Roman just didn't want to do it. In the meantime, we had our first home visit from Roman, to talk about options. For the first meeting, they set up a preliminary report on your homes' solar potential based on a satellite photo, probably from Google. Roman was enthusiastic, but he only thought we would get about 50% of our electricity from solar because of trees. He explained that we probably wouldn't get solar unless they could get that percentage up. So the salesman told us that they would remove trees at their expense from our property to get a percentage up for us. At that meeting, he also said that we would have solar by the end of spring, which we were expected about. The second step was having another person come to the house to take indoor photos of our electrical system, take drone footage and get measurements. This was February and it had just snowed so I warned them that it might be hard to see and dangerous to be on our roof because our roof is white PVC and the snow is white. They assured me it would be fine. They were wrong and had to send another technician out at a later date to do it again. Our sales agent kept trying to come back over to the house Insisting that would be better than a phone meeting, but we declined because he stayed so long at the first meeting. So we did our second meeting on a video call. At that time they had a more accurate assessment of our roof situation and our electrical panels. He said they would no longer be able to take down the trees for us. We would have to do that at our own expense, because our electrical panel needed work, even though I explained to him that our electrical panel was only about four years old. Roman was unable to answer, almost any of our questions about the report. For the next several weeks, I called and texted with Roman while he still could not answer the questions we had. Then he ghosted us. So I called Sunrun directly a couple of times, reiterating our experiences so far and asking for a new sales person because he was not answering our questions and had already backed out on part of what they promised. Instead of calling me back, the "Senior Regional Sales Director", Eric Goodell, called my husband directly. Which I found disrespectful as I had been the contact person from the beginning. Eric answered some of the questions with my husband and said that they would be getting back to me this time directly as my husband requested, within a couple of days. Then we never heard anything again for several weeks. So I called Eric directly which he said that we could do. He didn't remember any of the specifics of the job so I had to go over everything with him again and then he remembered that he had passed it back to Roman to follow up with us with the info he gave him. Which he never did. So I explained again how much trouble we had had with Roman and said that we did not want him because he couldn't answer our questions. He then assured me that he was taking over our case and would handle it personally and he would try to fast track it since we had already waited so long. So again, we were excited, thinking that we would have solar soon. He had lots of questions for me, all things that I had already answered multiple times. After about a week and many more texts, he finally got back to us saying that they couldn't do the solar at all because of our PVC roof. That was something that I had said from the very beginning, that our roof was two years old, brand new PVC. When I said that they had wasted months of our time, and I asked why they don't work on PVC, Eric ghosted me. No explanation on why they do not work on PVC, which is something I would like to know because we do still want solar. No explanation on why they waited four months to tell us this when I told them from day one what our roof was made out of. And no apology of any kind about wasting all of our time. We are now back at square one when we should already have solar up and running per the timeline, they gave us. What a horrible company to deal with. Liars, terrible communicators, and just shady business practices.

Customer service is horrible. Their response time is ridiculous and their accountability for the issues that do come up there are their fault is nonexistent.

Removal and Reinstallation with Remi

When we signed, Sunrun handled their own removal and reinstallation and it was a flat fee of $500 and $100 a panel; now they are outsourcing to a partner called Remi, which charges double what Sunrun used to charge ($5k for our panels!). They also try to pitch you on other services, such as roof repairs, and the sales team won't leave you alone. I'm extremely disappointed with Sunrun, our overall agreement, and how it compares to what's available on the market. If you go with your own contractor for removal and reinstallation they charge you a $500 inspection fee and you take a risk at the inspector just invalidating your warranty. What a racket! Beware Sunrun!

RUN away from this company

We are SunRun customers for 9 years. We would give 0 stars if possible. This company is horrible. We had a leak that was "repaired" it was a disgrace. To recap the entire experience as briefly as possible, had a leak under the panels, found the leak due to water damage on a bedroom ceiling, this was in late 2024. SunRun inspected, sent sub-contractors out to repair the roof, which included replacing plywood that had obvious water damage. The sub-contractor removed the shingles and replace the shingles. We notified SunRun that the plywood was not replaced, they resent sub-contractors to replace the plywood and re-shingle. We sent a drone up for pictures, work was pathetic, a child could have done a better job. We realized that the roof was now 30 years old, these panels were installed on a 21 year old roof, that they inspected and approved. Also was told that it would be their responsibility to re-roof during the term of the contract (20 year lease), they outright LIED about this. Through this process, we found that the warranty is only for 10 years! BE AWARE!!!!! Read the contract! Long story short, we asked them to remove the remaining 18 panels so that we could put a new roof on our house, at our cost and they refused to do this for free. Honestly, we could have asked them to re-roof the side of the house that holds the solar panels since, we are still within our 10-year warranty. BUT, we don't want anything to do with their sub-contractors as we have seen the horrible job that they did to repair our leak. UNBELIEVABLE! They now have a VERY disgruntled customer that will tell everyone they know and anyone they meet not to use SUN RUN! Horrible experience! So much more to this but, please protect yourself and stay away from SUN RUN

Disappointed and disgusted

Went with vivant in 2018. Was mislead with many broken promises about rebates, guarantees and tax credits. Found out in 2023 that sunrun took over. Contract was not updated and there is no literature from sunrun as to warranties, guarantees etc. Get a call in January 2025 from sunrun about purchasing 21 more panels to offset electric. Can't afford the panels I do have....don't want 21 effing more. Then find out that invertor isn't working for 3 years AND panels aren't producing. Takes 2 weeks and arguing with escalations and customer care to get a freaking invertor replaced....then find out about the app........SO.....now I can monitor the panels when I couldn't in the last 3 years. I request a credit to my account to escalations and I am told NO since I was supposed to monitor the panels as with no freaking app from vivant. O M G....can't even make this stuff up. Sent several emails about the cost to remove the panels and NO reply from anyone. So BBB and AG was notified and Court is next. And I have a complex special needs child on top of all this BS.

Never made service call

They gave me a 5 hour window and still never made it or called

Horrible company

Sukh Sandhu (Vivint, freedom forever, & sunrun) He is a very smooth talker and made a lot of promises and even sent me the information with the promises but when I went to go to my email the information was all gone from the email (It looked to have been only available for a certain amount of time) I have called several times trying to reach the guy;l because he said I could always call him with anything issue and he would take care of it or at least help to take care of the issue. He never responded So I called the office countless times and they couldn't get a hold of the guy as well and he didn't respond to them either So the office sent notes to the supervisor which the supervisor never responded either I had to stop paying because I can not afford two large bills and the guy knew this and I told him if it was going to be two big bills I will not be able to pay both... i said this several times to the guy.. And now my credit score is hurt by this So surrun needs to make this good reverse all charges and fix my credit on there part and take there panels off and fix my roof It is really bad when a company gives broken promises and broken contracts I would never recommend this company to anyone

Paying for solar & high bills—system underdelivers badly.

I’m extremely disappointed with my experience with Sunrun. I was told by the sales rep that solar would significantly lower my electricity costs and save me money over time. That couldn’t be further from the truth. I'm paying $180/month to Sunrun plus over $200 in electric bills—more than I was paying before I had solar. I’ve contacted customer service multiple times, and their only suggestion was to add more panels—which would mean another separate bill. That’s not a solution, it’s just more cost. Clearly, the system they installed was not properly sized for my home despite what I was promised during the sale. I feel misled and taken advantage of. This system has brought nothing but financial stress and zero savings. I expected better planning, honesty, and support from a company like Sunrun. Think twice before signing anything—they sell you big promises but leave you with bigger bills.

Deceptive and illegal business practices

It has been a year of hours and hours spent with SunRun trying to get them to follow their legal contractual obligations. Over 100 calls, Multiple people spoken with and refusal to pay what they owe after being promised I would be reimbursed the "early performance guarantee" as soon as the work was finished. Terrible company.

My husband and I bought our house in 2023 from a disabled man. It was a fixer upper- needed a ton of work and the only thing he had done was put solar panels on in 2019. We inherited the 25 year lease which was a terrible contract, after spending months calling to try to transfer with little to no response from SunRun. We later found out they had put panels on a 25+ year old roof, which obviously would need to be redone within 5 years. They told us we needed to pay $185 per panel to remove and reinstall (there are 19), on top of the cost of the roof. Then, a year later in Sept 2024 when our roof started leaking in our 1 year olds room we decided to prioritize saving to do the roof, and they told us it was now $210 a panel. Fast forward to now, 6 months later, and we’ve finally saved enough and now they’re telling us the cost is $315 per panel to remove. I tried to call and talk to them esp given the fact that we spoke to a SunRun rep who works with our roofer and he told us SunRun never should have installed panels on a roof that old, and that they often will redo customers’ roof to install panels (which is true, my friend just did it). They won’t even honor the pricing from September, which means we will have to pay $6k ($2k extra) to have panels removed and reinstalled. Not only that, the customer service reps were cold and defensive when I tried to explain the situation. Roofers we’ve talked to are floored that they even installed the panel given the roofs condition, but as mentioned the former homeowner was disabled and did no work to his house except this. Given our experience I wouldn’t be surprised if they took advantage of him to make the sale. Terrible ethics, terrible customer service. Definitely wouldn’t recommend.

Terrible Customer Service

I have recently had an awful experience with Sunrun. My system was not working for 9 months and it took multiple service appointments to get the issue resolved. The workers who came out to fix the system were great and even encouraged me to speak with customer care regarding the length of time it took to fix the system and the resulting financial burden. However, when I reached out to customer care the agent was awful. Their "understanding" and "care" for the situation was not genuine and they did not offer any viable solution. No compensation was offered for the 9 months that the system was not producing any power (so don't believe their "minimum production guarantee" or any underproduction/underperformance policy that a salesperson will tell you, they don't do it). When I asked to escalate my issue to a manager or supervisor I was told they could not do so. I have been with Sunrun for 6 years now and I do not feel like the added solar has resulted in any savings for me and the fact that they have no problem with your system not working for 9 months with no compensation to the client is disrespectful. I would choose to go with any other company than this one.

Crappy Service

I bought a new construction house that was installed with a new Sunrun system. The first year was great! I had to pay $600 to SCE (electric company). When I got the second years bill I almost fell on the floor! The bill came to $6500. I called the electric company and they said the bill was correct. So I then called Sunrun and asked them to send out a technician to check my system out. They never sent a technician but said the system was working properly. I’m coming up to the 3rd years bill and again my bill is $6500. It’s just me and my wife and we are at work all day so we don’t use much electricity. I’m beginning to think I’m being scammed by this solar company.

Underperforming panels

My system has been underperforming since June,2023. Almost 2 years now and no one has come to fix the problem.

Worst Business Model for "Guaranteed" Repairs

My system is not uploading any data via wifi connection. In order for them to check it, they will charge $601 for a service visit. If the issue is covered, the fee will be waived. If not, they charge full fee, even if repair is declined by the customer. A good company that promises to monitor their customers system would send out a technician to see what the problem is rather than threaten customers with a possible $601 bill.

Sunrun Sales Woman Scammed me

Do not trust these solar sales people at your door. I was scammed by a woman who had green eyes and was of Hispanic descent. She promised and didn’t deliver what she promised, she also engaged in forgery by signing documents for me. I call the company and is no help, this is a headache please don’t trust this company

Dishonest and lazy

Our system was down for 9 months! Hard to get in contact w someone and impossible to get a returned call. When the system finally got fixed, they did NOT compensate us for the 9 months the system was down! We had to make payments when the system was down and they were in no hurry yo fix it, and won't compensate for it! Most people wear a mask when they robb someone!