Sunrun Inc.

Terrible

Terrible customer service. Would give 0 out of 5 stars if it were possible. Save yourself a ton of wasted time and heartache - don’t do business with this company.

BEWARE OF SUNRUN

Problem with solar output began approximately the end of May 2021. APS bills climbed for several months. Not being familiar with solar I was't sure how to troubleshoot. (Plus I'm just the tenant paying the electric bills). At the end of September, APS was informative and advised that there was no solar output at all. When landlord finally got in touch with Sunrun (2 weeks later ) they advised that they were aware of the problem. BUT THEY DID NOTHING ABOUT IT! It took another 5 weeks and many calls and e-mails to get the problem fixed. Sunrun told the landlord that they would refund the $$ for the paid electric bills when the system was not working. I did an analysis and showed the system declining functionality in June and July and not working at all in August, Sept and part of October. I paid high electric bills for all of those months. I have estimated that Sunrun owes me a minimum of $300. Once again the landlord is trying to get in touch with Sunrun but they are non responsive. Or, worse, they say they will make contact and then don't. Sunrun is a horrible company with zero customer service practices. They do not stand behind their product. They do not honor their contract. And worst of all they could care less about the customers once the product is installed. There are many solar companies to deal with. DO NOT USE SUNRUN!!!!!

Don't trust Sunrun's "promises"

Sunrun overpromises and underdelivers. Part of the process of shopping for solar is to see how much electrical production each company will deliver and at what price. Sunrun promised that my solar panels would produce a certain level of electiricty for a certain amount of money that was less expensive than other providers. Well, that sure is easy to do when their promises don't represent reality. They didn't come anywhere close to the promised level of electricity production. Then, they promised that they would "make a financial adjustment" to make up for their underproduction. I have it in writing. Gee, guess what? They welched on that, too. What a surprise. They're a totally untrustworthy company.

Poor Customer Service

I had received two phone messages from Sunrun stating that someone would be over to check the solar panels and I was getting zero bill. First they said I had critter damage and would need $3200 worth of guards installed. I requested that someone call or email me at the time but there was never a response. Then my daughter found some Sunrun workers at my house working on my roof without any warning who told me that 16/18 power inverters were faulty and the panels had to be removed from the roof. Once again, I asked for some type of contact from the company but there was never any response. Finally, I was able to speak to a Sunrun representative who was apologetic who said that they would get back to me, but here we are a week later and nothing but radio silence. Now I have 16 panels lying in my yard and the other half of the panels still on the roof with critter guards. Clearly, the reviews are justified for this company.

USELESS as a Customer Service rep

I got a new roof in 2019. Then Sunrun installed my solar panels which I contracted them to do. Truthfully, my electric bill never dropped once the panels were installed. My electric bill still stayed at $160.00, which sets me in to a High State of Pisstivity, but that's not my point right now. Because a bad hail storm hit our neighborhood earlier this year, I now need new shingles. My repeated calls to Sunrun for them to remove my panels so I can get my shingles replaced have been repeatedly ignored by Carla "We don't have a Project Manager for your job. I will get back to you." Nothing happens. This has dragged on for the ENTIRE SUMMER of this YEAR, 2021. It is now getting close to Snow Season here in Colorado. I am MORE THAN DISSATISFIED with Sunrun?? Not only is my electrical bill high, but the company is being UNREASONABLE about removing my panels so I can get a new roof!!! Do NOT use Sunrun, I have rued the day! I have "The Perfect Yard", no trees, nothing to impede the panels from getting sun, yet my bill is still high, AND Sunrun does NOT follow through with their PROMISE about removing and reinstalling the panels when it is deemed NECESSARY due to hail damage on my roof. They are charging my insurance company a pretty penny to remove and reinstall the panels, boy, aren't I the lucky one? I didn't even bend over! And I still pay the monthly payments to Sunrun: $125 or so per month!! Everybody, SAVE YOURSELVES from Carla and from Sunrun. The HASSLE is NOT WORTH IT. FOR SURE!! I cannot tell the kilowatts on my box. The ink has faded, probably because I have good access to the sun! . I think it is 100 KW.

Little if any difference in my electric bill

I was approached by a Sunrun salesperson in Home Depot and I knew they were also working out of Costco, so I figured they were reputable. Well, The whole process was not easy to change to leasing solar panels and the guy, Alan, who is the guy who figures how many panels I would need, seemed helpful. End result.... not enough. I am paying exactly what I would have paid for PSEG and Now I have a Sunrun lease bill on top of that for $112 each month! I called Sunrun... the customer service was not easy to reach and unhelpful. Just asked to see my PSEG statements for past 12 months. And Alan stopped returning my calls and no email response. I have had Sunrun for 2 years. I DO NOT RECOMMEND anyone to use them. I will be contacting Home Depot and Costco this week to be sure they know they are supporting a company that does not deliver what they promise.

Total professionalism from start to finish

I had heard good feedback from friends who went solar with Sunrun, so I decided to go with them. The entire process was smooth from start to finish, I was kept in the loop by my salesperson and had the proper expectations set. When my system got installed in mid-September and I still got a $50 APS bill, I knew that was because I didn't have any credits built up (which is still down from $300). Reading some of these reviews, it seems to me that most people who are upset did not have the proper expectations for how their utility works with solar. I would recommend Sunrun to my friends and family.

The worst customer service experience

I made the mistake to contract with SunRun the panels installation and roof repair. And it is the worst experience I had in a long time. 1/ The roof contractor damaged my AC unit and doesn’t want to pay for the repairs. 2/The SunRun sales person stop answering my calls and messages the day I signed the documents. 3/ Few months later my roof started to leak and SunRun who has a contractual obligation with me under a 5 year warranty on my roof as not pick up my calls and doesn’t provide a solution. 4/ I call every day and the Case Resolution manager Rafael Hernandez is always busy and never returns my calls. 5/ Calling to the customer service line is the most frustrating experience and they never provide a solution. Now I had to cover the additional expenses to repair my AC unit and the roof leaks and up to this point SunRun just doesn’t pick up the phone to provide a solution. I just hope that whomever reads this review thinks twice before enter in a 25y contact with SunRun.

Customer service designed to give no resolution

I am currently attempting to sell my home. So, I call Sunrun to determine my options. I am told that I cannot take the solar system off the house because "we have a lease contract", that I can either "pay in full" or "buyout". Pay in full sounded like a good option, but that ended up not working because "there is a contract" and I cannot simply pay for the entire years services and not want the services, no waiver available that would allow me to say Sunrun would not be held responsible for the services from here out. Nothing. So, I went with the only option that was left. I paid the buyout amount. $7 higher than the pay in full option, btw. So, now, I am trying to get paperwork showing that I have paid in full and can not get through to my "transfer service coordinator". You guessed it, 3 to 5 days for him to get back with me. Guess what isn't happening. That's right, no return call even after multiple messages on multiple days. So, I call the customer service line and am told that the office is closed even though I am calling during business hours. So, I go on line and use the "live chat". They tell me that they cannot do anything for me that I MUST talk to my transfer service coordinator but that they will leave a message to call me "urgently" with him. Nothing, absolutely nothing from the company, the transfer service coordinator, or their email. Yes, I have even emailed the info@sunrun.com and servicetransfers@sunrun.com and all I have received from them are automated emails. I would definitely NOT recommend doing business with this company.

THE WORST CUSTOMER SERVICE EVER!

AVOID! AVOID! AVOID! AVOID DOING BUSINESS WITH SUNRUN! THEY SENT A LINK STATING I HAVE COMPLETED THE APPLICATION ONLY TO HAVE ONE OF THE TEAM MANAGER (KELY TO BE EXACT) SAY THAT I HAVE NOT COMPLETED THE APPLICATION AND THEN PROCEEDED TO SEND A NOT WORKING LINK MULTIPLE TIMES. I HAVE NEVER EXPERIENCED SUCH RUDE AND UNHELPFUL COSTUMER SERVICE! AFTER MAKING NUMEROUS CALLS AND REACHING OUT TO MORE THAN ONE PERSON, THEY HAVE YET TO ADDRESS MY CONCERNS AND RESOLVE ANY ISSUE. I WOULD GIVE THEM NO STARS IF I COULD! SAVE YOUR TIME AND AND HASSEL WITH SUNRUN LOCATION IN STOCKTON.

Want to remove panels

Installed solar panels April 2021. Quick install is the only thing that went well. End of June I am being told that PG&E is backed up. This is why we have not gone live just yet with the new panels. I reached out to PG knee and they said that at the beginning of June they reached back out via email to the contractor stating that the wrong forms were filed and Vivint has not responded. When we started this project we were 200 projected true-up and by the time we finished and we’re alive we were 900 projected true up. I called emailed requested management to reach back out to me to discuss and have never received any phone calls or email by any manager. Installed and April finally went live during August. 120 days to go live on solar miss the entire summer. And increased my true up almost $800. I requested to have the solar panels pulled off and no one would entertain my conversation or respond to emails.

Poorest Customer Service Ever

Stay away from this company. Their is zero customer service. I'll spare the details because the issues are many. Bottom line they didn't provide what was agreed upon and won't answer my concerns when I call. I am EXTREMELY disappointed.

Go with literally any other company before Sunrun

Recently bought a new house and was not provided an option on solar companies. Unfortunately, that meant I now have to deal with Sunrun. Panels were installed prior to our move-in late June. They gave us the wrong information for getting them associated with our PG&E account so nearly two months later we finally started generating solar. So large true-up charges accumulated and massive PG&E bills since it was summer. Finally up and running and Sunrun tells us almost immediately that the panels are only producing at about 50% capacity. Great! FOUR MONTHS later, they finally send an email letting us know they've contracted with a third party for maintenance and we'll be called to schedule an appointment. Nope, that didn't happen. Called Sunrun and got the company's number so I had to call them directly to schedule. They come out, only reset the system and say it's 100%. Shockingly, it wasn't. Tried calling back and am told that they tried to reach the company and couldn't get through but left messages. So I called the third party back directly and was told they severed ties with Sunrun as of the day the tech came out because Sunrun sucks so much! Now I had to call Sunrun to tell them that the company no longer works with them (something maybe they should already be aware of!?!?) and to get us an appointment with someone else. Now we're waiting yet again for some unknown third party to call us to schedule. We'll see if the issue ever gets fixed or if I'll just keep paying higher energy bills, accumulating true-up charges, all while paying for the panels themselves. Avoid this company like the plague. My parents used them too and have had nothing but issues.

I wish i could have a ZERO here!!

BAIT AND SWITCH!!!!! BEWARE!!!!! The sale person Sabrina Rahman, LIED to get the sale. They will tell you that you will not have a utility bill and that you will only pay a low price a month to get the system on your roof and then you will receive a bill from them and your utility company for TWICE!!!! what you pay now!!! DO NOT USE THIS COMPANY!!!!!! HORRIABLE!!!!!! If they come to your house RECORD every word that they say!!!! THEY LIE!!!!!!

Terrible Customer Experience

Its not shocking to see the ratings and comments associated with Sunrun because they have earned this reputation based on my recent experience. My system was just installed by Sunrun in July. Living in Texas and having a house with no shade, I was told that the system would provide 106 percent of my power. Since installation, I not even come close to this. I requested a review by Sunrun to see if my system was functioning properly with the interfaces especially the grid which in Texas is a mess. To my shock, they wanted me to pay $190 for this inspection. I declined this and the customer care manager said there was nothing else that could happen to solve my issues. This team was a mess from the start. There was never an attempt to take care of me or the situation and truthfully, I have zero confidence, trust, or faith that anything will be resolved. I have used APEX Solar in the past and they are wonderful! Do yourself a favor and NEVER use Sunrun. Use a smaller company instead.

Awful, awful company

We had a salesman come to our door and swear he could save us money. He presented a proposal from Sunrun and it was a good rate for us, locked in for 25 years. We signed the contract and they did a roof assessment. When the final design came back, Sunrun said they had to raise the rates to something that was not at all beneficial to us. The panels would be installed by Freedom Forever who was charging them too much. Now, since they are raising our rates, we are permitted to cancel the contract. Out of nowhere, they are charging us a $3,000 cancellation fee after telling me repeatedly there would be no fee to cancel before the panels were installed. They lied about rates. They lied about fees. Despicable business practices.

Horrible customer service

Once you sign the contract with sunrun, their customer service is awful. The first time one of our inverters went out it took over 4 months to get it replaced. Another inverter has gone out and it's been 4 months and we have yet to be contacted. We have sat on hold for over an hour to have the call disconnected, have sent emails and have even replied to their survey of our recent customer service experience that we have not been contacted, yet. I would definitely not recommend sunrun. We have had three inverters fail in the 3 years we've had them have had horrible service with two replacements and mediocre service when the first one went out-which happened the first day it was fired up.

This is a CHEATING company!

I bought a new build house with Richmond American, and signed a 20 lease agreement of $81.46/month with Sunrun. At the time I signed the agreement, the Sunrun told me in order to get the $7.5 auto pay discount I need to give them my credit card, so I put my credit card on file. But at the first bill they automatically charged $101.85 on my credit instead of $81.46. I keep calling their customer service, their customer service keep telling me that they need their manager to approve it. every time they told me that I should get the answer in 3 days, but almost one month past, I keep called at least 5 times. Until now, I still haven't got the answer! Everything is so clear! my lease agreement is on line, Sunrun can see the agreement, I can see it online too! Why they don't want to correct the mistake? Even more, one of their customer service called Eduardo keep arguing with me that I didn't give them my checking account, so they couldn't give me the $7.5 discount. But on my lease agreement it states that I could either give my checking account or my credit card, otherwise, why they charged me on my credit card? I am very frustrated with this!

Atrocious Customer Service

Like many customers on this thread, I recently bought a home with PAID solar with the system installed by SunRun. Repeated attempts to transfer the system (after providing Grant Deed to the property and Articles of Organization for the business that owns the property) have gone unanswered. When we finally DID get a response from Customer Transfer Department, they listed the wrong address and released personal information to me on the customer from the wrong address who owned it (e-mail, account number and details of the system). I can see the response coming; "Oh no, we are so sorry" or "Thank you for your feedback" or contact customerservice @sunrun.com. The company hides behind it's e-mail and phone systems. Response in 24 hours? Nope... 3-5 days? Nope... I visited the San Diego office at 6370 Nancy Ridge Dr. Ste 108-109, SD, Ca and nobody home, empty building, no personnel and no furniture. What does that tell you people??? It's damn near 2022 and to deal with this type of service (or lack of) is absolutely ridiculous and intolerable. So don't bother referring me to customerservice @sunrun.com because there IS NO CUSTOMER SERVICE! This case will be legally elevated without a doubt. Companies that employ these practices are a stain on our economy and business environment. Do I have your attention?

Great experience, great product

I was referred to Sunrun by a neighbor. We had done quite a bit of research on solar before making a decision, and chose Sunrun because we felt they were not another fly by night solar installer, as so many of them are! Our process was very smooth. We had a sales consultation at our home, and the consultant, Tom, was knowledgable and took the time to listen to our needs. She clearly proposed a system for us, and we decided to go for it. The rest of the process was smooth, communication was clear. At one point there was a handoff from a coordinator to the branch office, and we didn't hear from them for a day or so, but once they reached out again, we felt better. It took about 2 months from start to finish to have a fully functional installed system. It has run beautifully and is doing what was promised.

Terrible follow through

We have been trying to get our panels removed for a home addition for over two months. We keep getting the run around with no definitive answers. This is absolutely ridiculous and horrible customer service.

Look Elsewhere

The communication with Vivint has been horrible. I’ve had my panels installed for over 17 weeks now and still NOT powered on. Our sales rep has ghosted us numerous times and no one seems to know what’s going on with our project…. Or care! Horrible follow up and extremely disappointing. NOT looking forward to being a customer once we’re powered on now that we’re stuck in this long term contract. The company needs to stop preying on new customers and focus on customer service for the accounts that you’ve already entered into contract with. I would NOT recommend Vivint to anyone and am disappointed that we were duped into thinking we’d be taken care of as customers.

Awful Experience

Totally dysfunctional customer service. Just bought a house w a SunRun PPA lease agreement. Can't get questions answered, no outreach from their customer service person (assigned to me), no response when I reach out. What an awful experience to get an introduction to this company. In order to NOT deal w these folks again, I am trying to buy out the lease... think about that: I am willing to write a check to get rid of this vendor. Word of advice to all prospective customers - find another solar provider to deal with. These guys are the worst. Don't take my word for it - read the other reviews. wow!

Horrible customer service

I had a complete system failure five months ago and was told the system needs to be replaced. We have been getting the runaround ever since!!! Not one single person has reached out to us about the status of the system and the repairs needed. We have called and emailed numerous times only to get BS from “customer service”. To this day still no calls or updates. Still paying monthly lease and no hope in sight!!!

If I could give it a Negative 30 I would

I'm simply appauld at the service with installations. I signed my contact March 17th 2021 and it is literally no Oct 22nd and my solar system is still not up!? I'm not blaming the sales people, they could only sell the service and products but the entire installation and service process! Complete BS and lack of communication. I have NO Idea how these yahoo's are still in business with the BS support they have. I know recently these two companies merged Vivint and Sunrun but Holy Crap what a sham! SUN RRRRRRRRUN away !!!