Sunrun Inc.

Great Workmanship- First Class

Installers were very professional and attentive to what I wanted. They were real first class workers that treated my home like theirs. Conduit was run nicely. Everyone has been responsive. My bill every month will be under $75 which is quite the improvement. System was turned on in under a month after install which I understand is faster than usual. New to solar and excited to see how the next few years pan out.

BUYER BEWARE: Really bad quality solar panels

The solar panels they use are poor quality. Look at the picts to see how bad my roof looks in the afternoon. I contacted them and over the phone they said my panels must be dirty. They are not, but I cleaned them anyway to prove a point. Then they said "too bad" and can't do anything about how the panels look. I contacted the panel manufacturer and they said it is a design problem with the internal busbars reflecting light. DO NOT USE SUNRUN. Find a company with better quality solar panels.

Worst customer service experience ever!

I have been a customer for over 3 years, and it's been a nightmare! My system went down the first summer and it took over a month to get it back up. It went down AGAIN on 8/11/21. They came out and checked the inverter on 9/20/21, but couldn't replace it until 10/18/21!!! I just compared the output to the last several years, and it's still not putting out what it should. I have a large system that requires a large and a small inverter, so it's putting out a little (the little one is still working), but it never jumped back up, so obviously they didn't fix it, AND they never bothered to check to make sure it was fixed! I have had nothing but problems with customer service, and the system has NEVER covered the cost of the lease. If I had known that I would be spending MORE for my energy than I was paying before I went solar, I never would have gotten it!

dont do it find a different provider

Ive just about had enough of this company and their lack and compassion with customer service. I expressed my concern with a roof leak 2 months ago, solar panels are damaging my entire roof, ive called customer service over 20 times. Sent emails and no response. Bobby S. "In charge of my case" and he supposivly scheduled a tech to come to my house on 11/24 between 8am-11am a tech supposivly arrived at 7am did not knock did not call, and since then i havent heard shit from anyone. I literally want to climb up to my roof and personally hammer these solar panels off my house. This is a nightmare.

WORST WORST WORST for Vermont

I have had sunrun for 4 years, the first year of which my system didn't work properly or generate what it should have but their fine print made it so I couldn't get any payment credit. My system is 52 panels and required the power company to install a transformer at my main pole for distribution, the sunrun inverters trip all the time so last winter i refused to make a payment until all of the issues where resolved. My system was shut down for non payment and sent to collections which was then written off by the company. My power company found the transformer that was installed was still to small for my output and was upgraded about 9 months from the time I refused to pay. I paid off the past due to get my system turned back on, 4 months later and an average of 500 a month for a power bill and my system still hasn't been turned back on GMP has been assisting with getting sunrun to turn my system back on but still no luck. $42,000 in panels just sitting on my shop roof as an ornament.

Just look at their reviews here

I was a SUNRUN customer. Thank goodness I am no longer. They have owed me $600+ since June 2021. I have been told literally four times that the check is in the mail. They will answer this review with a great big, "Oh no, please let us resolve your issue," but rest assured it's all smoke and mirrors. SUNRUN, please check your records for case # 6541723 and 06504661 before pretend that you want to help. You have dodged me for 5 months. Just send my check.

Terrible Customer Service!

I received an email on October 18,2021 that my solar panels needed servicing...Here it is December 8,2021 and I have had TEN phone calls/ attempts to communicate with someone...and only getting a complete run around!

Horrible Customer Service

Contact Better Business Bureau with your complaints! Waiting 6 months plus for installation of a Bright Box and additional solar panels. Plans were approved by me, Sunrun and PGE came out to give their go ahead. NOW, silence. No one knows what status is. My Project Manager Angela Maminta went silent. No phone calls, emails, nothing. Contacting SunRun Customer Care doesn't work, I've been doing that for months. They just push off on someone else and they sound like a broken record. I can already anticipate what they will say when I call. Same old lies. SunRun, please don't respond by saying to call or email Customer Care, because they don't really Care.

Great job

The whole process was simple. I decided to go with the PPA and am saving money monthly and haven't had to pay a penny for the system. Install crew did a great job too

A no go

Slow on the install and failed the first inspection. Two inverters failed. the first one was fixed quickly. The second one failed in June 2021 and I have spent countless hours with phone text and emails to get it fixed. They say no parts are available by there are systems going up in my neighborhood. So there are parts. I can also find inverters online that may be comparable. I have been charged the monthly rate since then and there has been no service.

Terrible Customer Service

Have been billed for usage service since August 20. System was not turned on until end of October. Bank account was charged for usage while the system was not on and for the last month have been trying to get credits. Customer service horrible. They claim an investigation report is prepared to make the adjustments and I will hear from them. This was a month ago and still on December 2 my account shows no billing information. When I call up again no one knows anything. All I get from them are request for customer satisfaction survey which I complete as being poor!

Beyond horrible experience

Would give 0 stars if I could put system has been under performing for 3 months and they weren’t doing anything about it. This company is the worst in customer service and in its business. Spending hundreds a month for solar panels that don’t do it’s job our bill from Edison is some now even higher than it was before we got these panels installed, and customer service reps hang up on you and just keep going in circles this company is a joke.

Home owner

Do your self a HUGE favor. Have anyone but Sun Run install your solar. I have never had such a frustrating group of people to deal with in my life. And come to find out are the most expensive and worst solar company out there. I had Sun Run install solar on my home in Ventura County and it went perfect. I was contacted by Sun Run here in Visalia got price and promised install date by salesmen, signed contract Aug 10 solar didn't get installed until Oct. in the process there crew while moving around breakers in my mail breaker box, shorted out my oven, and broke the breaker box support bar that keeps the breakers held in place. Ever time they didn't live up to there scheduling commitments, or broke something they were going to reimburse me or send me a $500.00 vise card for my inconvenience. That must have been a chapter in there sales training manual, in the lie to customer section. Well to say the least I have never seen a $500.00 visa card, can't get any updates form any of there so called customer people. I did however get the solar install as I mentioned in Oct and now it's November 30th and have not had a final inspection. as I have found out today Sun Run has not scheduled one with the City of Visalia. I have been told by a receptionist that did finally answer there phone someone would get back to me today with a schedule for inspection, I wont hold my breath. So in closing do not put yourself through the headaches and frustration of dealing with these folks, by all means have solar installed but have it installed by a company that is not full of Sh*t.

RIDICULOUS

I am appalled at this companies customer service. I am a new customer and only had my panels for about 5 months now. From DAY ONE was still receiving a bill from HECO and could not figure out why as we went well over our usage in our calculation on number of panels. Each month my HECO bill gets higher and higher still. Called customer service after a 3 month average and they noted that it seemed we are not putting out even 1/2 the power we should be. How is it that no one within Sun Run noticed this before I called? If I hadn't called would ANYONE even have caught this? The technician comes out and says we have a newer system that he is not familiar with and needs to send out another technician during earlier business hours as this particular model is mainland based. 15 days later no response for a reschedule (while my HECO bill continues to go up and my power efficiency from solar remains < 1/2). I call again to inquire why. Told me they will send out referral to diagnostics team and someone will call me to reschedule in 1-5 business days. How is that even possible that I have to wait AGAIN when this is not my mistake at all? Ask for a supervisor to assist with this complaint and they tell me no one is on duty and I can leave a message!!!!! The audacity. This place will get ZERO stars and referral from me EVERY.

terrible customer service

Called today with my first customer service inquiry after 5 years of no issues. Could not understand, nor hear, the lady on the phone. After half a dozen times of asking the same question, I got half a dozen different answers. I explained there obviously is a language issue here and asked her to please transfer me to another agent - she hung up on me. Not the way to treat a loyal customer: 1. Make me search for a telephone number. 2. Make me wade through another half dozen telephone circuit messages to get to a live person. 3. Have the live person barely understand nor speak English. 4. Hang up with no explanation nor call back. 5. When I returned the call, the new customer service woman stated there is no history of who handled my last call. This is a classic example of intracranial-sphincter inversion.

Missed Reinstallation Dates TWICE!!!

I had my roof replaced, and SUNRUN removed the panels (quickly I might add). I then called for a re-installation date. I was told 27Oct21. They never made it. I was called that morning and told that the crew went to the WRONG ISLAND. Really??? They then made a second appointment for 15Nov21, and they never showed again. This time they said they did not have the CAD drawings (from the manufacturer). Really? They must have had these for the initial installation over 7 years ago (I was not home owner at the time). I can't believe they did not have this CAD drawing in time for the first install. NOW, I can't even get SUNRUN to respond back to me. They say they will get back within 3 business days, and I still have not heard from them.

Bad Customer Service

SUNRUN is the worst of the worst. DO NOT do business with this company. Their customer service is unacceptable, they put me on hold for hours only to come up saying "we do not have any other info, but we will contact you later". They rescheduled my installation to no end! Keep changing their plan, at the very last minute.. . They have no regards for customer time ( I had to take time off from work to wait for their visit, only to find out it has been cancelled at the last moment).. I am crying with frustration, I know they just laugh at this..so sad..

Will overcharge you and then dodge all attempts at resolution

I bought my house with an existing Vivint (now Sunrun) installation at the end of 2020. My December production charge was more than $100 over what the system actually produced. Customer service told me that the system did not report July's production correctly, so the extra charge was an adjustment... for PRODUCTION BEFORE I OWNED THE HOME. It is now November 2021. I have been trying to get this charge corrected for ELEVEN MONTHS. Each month I reach a different person via chat or phone, they transfer me five times, I wait for HOURS ON HOLD. Then either the call ~~mysteriously~~ disconnects, or they never come back from hold, or I get someone who insists they will email me with an update -- and that email of course never arrives. I have wasted dozens of hours of free time trying to get this resolved. Much of the blame is on Vivint, but Sunrun assumed responsibility with their buyout and have done nothing helpful to fix the situation. So beware. They will do everything in their power to avoid fixing billing mistakes. Do you really want to work with a company like that?

Do not refer. They will never pray the bonus

I have been attempting for months to get my referral bonus but they have it so completely screwed up I referred a former friend, her system was installed in May yet the referral was not put in until September, we are no longer friends and she will not confirm the referral, the issue is, I called customer service who fixed the referral problem (they had the wrong person as my referral) and advised after speaking to her supervisor that since the sales person put the referral in, I would not need the confirmation. I then get an email from Johan Bernal saying that I needed the confirmation. I immediately emailed back advising what the customer service person told me, and now silence. I’ve emailed 3 times now and no response They want you to refer, but will do everything in their power not to pay the bonus Let’s not talk about the fact the my system was installed in January. Performed great until the inverter died and it took nearly 2 months to get it fixed. The whole time, I paid them (for a system that wasn’t doing crap) and my electric bill. I’m so annoyed. But had they paid the referral I may not be so upset. But the $400 electric bills and the not honoring the referral bonus has me beyond angry. I’m giving it until 12/1 to receive the referral bonus before I go all over social media and possibly the local news to bring light to how bad this company actually is

WORST COMPANY IN THE INDUSTRY

Was approached by sales in April. I SHOULD HAVE SHUT THE DOOR! From installation my units have not worked I'm paying Sunrun $300.00 per month and APS 300.00+++ per month for units that don't work. They have sent out tecs to fix the units and every time they say they can't fix it for some reason or another, the last tec told me they can't see previous tickets so I told him everything every other tec has said and still couldn't fix the units and would have to send yet another person out to look at the units. So what do we do now? I have filed complaints with anyone and everyone and still nothing. I guess consult an attorney? Why am I paying for something that’s not working? They even went as far as to tell me if I don't pay I will be sent to collections. If I didn't care about my credit, I'd let them.

All sales no service

If you enjoy sales calls day and night but zero service after you've signed then SunRun is the company for you! These guys are relentless in their pursuit of you signing a contract but will literally fall off the face of the earth after installing. It's been months now and SunRun keeps giving us the run around about how things are still in limbo with the city. They won't ever call you back or return calls, it's someone else's job. If you're looking for a solar company, DO NOT USE THIS COMPANY!

Unfinished solar system

The company has the Worst customer service. Have spent the last 2 weeks trying to get ahold of someone on when my solar system will be finished. Repeated promises from customer service that they will call me back and no one calls me back. Repeated emails from my project coordinator that he doesn’t know the status of project, and that he is waiting for someone to call him back. Not even sure what my next step would be. Purchased them through Costco, so hopefully they will help me out. Maybe threaten legal action? But I have currently have a unfinished solar panel system that starting next month will start to be charged for. Worst decision I have ever made going through Sunrun

No warranty service

Last April my first inverter went down. Fixed in July. Second inverter went down right away. Sunrun sends emails telling me it is down and they are sending a technician. I talk to very polite Customer Service. I talk to the contractor they refer it to. I call the technician they tell me to. All talk. I have had huge electric bills for 8 months. But salesmen knock on my door regularly to sell me solar systems! I bought the house 5 years ago with the system already installed. The ludicrous Agreement says Sunrun can “modify or terminate” Service whenever they choose. Really?

Useless

We purchased a new built where we had to either purchase or lease the solar panels. We decided to go with the latter. It’s been 5 months since we’ve moved in and we still don’t have solar power. We’ve been given the run around that they’re waiting for the city’s approval to activate the system. Then come to find out that there’s some issues with the application that was submitted. They have never called to keep us updated it was just us calling them. They gave some lame excuse about the project coordinator’s phone not working that’s why he wasn’t able to reach out. Really? For 5 months? I see sunrun technicians coming around to other homes in my neighborhood that were built after ours. Not once have they come by. At this point I wonder if it’ll ever be up and running. It’s a good thing we are leasing it and haven’t signed any contract.

Worst Company I have ever dealt with

Trying to get a phone call back from this company is a joke. I always have to follow-up and am always given the same run around. Forget trying to speak to a manager. They don't honor their contracts. Their service leaves a lot to be desired.