Sunrun Inc.

Completely misleading and no support

Sunrun has cost me over a thousand dollars extra a year in electricity and there’s no end in sight. It started day one when Sunrun inaccurately assessed my yearly energy usage by pulling data from a previous year and not taking into account the fact that we now work from home although I explained this to them. They said they would reevaluate production after a year and add panels as necessary. This was a bold faced lie. I just got off the phone with customer care and they said they can't add panels to an already existing system. They might be able to add a new system, but that depends on the city. So now my system is producing 60% of my usage. They of course claim it is 101% because they are using previous year's usage. Sunrun refuses to make any adjustments. They state they are unable to reevaluate my yearly electricity needs. Due to the “contract” you sign at the beginning, they make it clear that their hands are tied and you are a slave to whatever unfortunate circumstance you find yourself in down the road. My advise, do your research and don’t assume that they have your best interest in mind.

STAY AWAY

I do not even have my system installed yet and I'm fed up with this company. This company is quick to get you to sign a contract and drags its feet with completing their obligation on the contract. Since March 2021, I have been trying to get solar installed and have encountered numerous delays all caused by Sunrun representatives that do not know how to communicate. I recommend the entire company go back to kindergarten and learn how to talk to other people. Today I experienced another delay. They perform work that is far below expectations. I will be seeking legal counsel for the thousands of dollars of damage caused to my property from their construction crew. I also have reason to believe they severely oversold me on the system. Screw you Sunrun. NO ONE USE THIS COMPANY. ANY OTHER COMPANY WOULD BE BETTER THIS THAN PIECE OF S***.

Horrible COMPANY

I m not happy with the company, panels are not producing as i was told . I am still paying the solar company and pepco my utility co. now recently i m having a issue that wires near solar panels some critters have chewed on it, they said i need critter guard but they will only pay 50%. I am not happy with the decision they should take care of it fully. I have asked several times but no answers yet. what happened if all wire are chewed and they will end up replacing all.

Worst Service I have ever received

This company suck!!! This has been the worst company to do business with. First Thayer put me with a rep that wouldn’t call me back about getting the system transferred into my name because I purchased the house with it. Then I finally got a hold of her; she put me on hold for a hour and hung up. Didn’t call me back and no response. I send that email to the support team and I didn’t here back from them for 28 days. Then when I did get a email back it say they could help me. I then kept calling and finally got it worked out so I thought it was over. No, they never turned the panels on and when they did I found out they not working right. I been trying to get somebody out to my house for months and still nothing. They are the worst company and anybody reading this stay away.

No response

So, a lady sells her house to my mom just months after signing on to a lease with Vivint. The panels were installed, but for some reason, they were not turned on. Since my mom downsized into a smaller house, she was not sure how her monthly bills were going to be. After receiving her electric bills, it was about half of what she use to pay in her previous house. We contacted Vivint to modify the lease so that it would be beneficial to my mom. After many phone tagging, we were able to negotiate something. Well, it's now October 2021 and still not turned on. She bought the house in May 2019. Meanwhile, Sunrun has taken over Vivint. So, the panels have been on the house for 3 years without service. Something fishy going on. They probably figured out that it was going to cost Sunrun more money to turn it on.

The absolute worst company I have ever had to deal with!!!!

I, like many others, inherited the solar panel system when I bought the home. The panels were not producing power and the technicians came out twice. They finally realized that the panels were not working and they had been recalled. My panels have not been working for 5 months and they continue to charge the monthly lease fee for USELESS panels. Someone from Sunrun reached out to me through email and offered me a credit of $319.00 for 5 months!!!! WHAT A JOKE! The best part is that they want me to sign a document releasing a bunch of people associated with Sunrun from ALL LIABILITY!!! If only I was that stupid! They refuse to answer my question on when are my panels being replaced? I am going to seek legal action. I’m done! Stay away from this company!

Great product. Horrible service

A horrible service provided by Bruno and the sales manager(Bruno) and team on the organization and completion of this project. I truly wish we didn't use this company as it took over a year to complete after scaling back and altering the size of the work.

Unresponsive, TERRIBLE Company-DO NOT USE

I have had a damaged roof since April 15th 2021. I filed an insurance claim, found roofers, and contacted Sunrun about removal and reinstallation of my panels. That process began on July 22nd. I was contacted by email by Tre Miller out of Colorado and was told that I would be contacted within 7 days. Nothing. On August 4th I contacted Tre again, btw, no one actually answers a phone. I left a voicemail and received an email with the Field Supervisor Kyllan Smith's name and contact info and again told he would follow up with me in 7 days. Nothing. I called Tre and Kyllan, even emailed repeatedly with no response until The Field Supervisors outgoing message stated he no longer worked in scheduling and to call their Customer Service line. That was September 7th, 2021. So, I contacted customer service, who spoke with someone in scheduling and was again told my case would be expedited and I would be contacted in 7 days. Nothing. I called again September 27th and this time demanded a cancellation because I no longer want anything to do with this company. I was told that it would be noted on my account and that I would be contacted in 3-5 days. Tooday is October 12th, 2021 and I have yet to hear a thing. Meanwhile, my roof continues to deteriorate, and they have sent my account to collections. The WORST part is that I am at their mercy for removal because it states in the contract that if you have anyone not contracted by sunrun interact with the panels in any way, the company can try to collect damages!!! I've filled a complaint with the BBB and contacted a lawyer because this is ridiculous. NEVER, NEVER, make the mistake of trusting this company. I've had the panels for 3 years and this is my first and LAST issue with this untrustworthy company.

Horrible company

Sunrun is a misleading, fabricating, unprofessional and unresponsive company. The panels they originally installed on my roof were recalled, and the only reason I found out about the recall was after two of the panels nearly burned down my house. I've been without panels for months, while Sunrun continued to bill me, and now I have to seek legal representation to remove hundreds of dollars of charges for invoices when I did not even have service! I've placed over 30 calls to Sunrun in the past four months and never, not once, received a call back.

Service Transfers and System purchase

Like many people on this page I inherited the solar panel lease from the previous homeowners that were 80 and 90 years old. First of all this company had these poor folks agree to lease agreement that only the Devil himself could come up with. That being said that same lease contract was not the first item sent to me by the transfer coordinator. I was sent the docusign agreeing to comply with the lease contract. I requested it and was given the runaround for 2 weeks. I was ready to close on the house before i received the document; oh and was it a comical read. It pretty much said we are liable for little to nothing and here is how much you will pay for our subpar overall service. now i am trying to purchase the system and its been nearly 2 months and it still isn't complete, but i am responsible for paying SunRun the monthly payments while they use delay of action. I cannot understand how this company can continually deceive and delay people and get away with it. I honestly hope this company get their head out of you know where and begin to treat their customers as something more than a monthly payment. that being said they are delaying the purchase of the solar system to me because they stand to make 20K more by not selling it to me and denying me my contractual right. absolutely the worst company that has ever existed, If you plan on getting a solar system and are curious how SunRun is just call customer service for existing customers and enjoy the wait. be wise and learn from us here, stay away from SunRun.

Worst customer service of all time

When I purchased my home, I inherited solar panels run by Sunrun (though I was told it was Vivant). In the past 2 months, I have not been able to contact them. I randomly get emails from them asking for some kind of document to complete the transition, I respond with a question, and I don't hear from them again for a month when they again come demanding a document (and never answer my question). They gave me no information on how the solar works with our electric company. Their phone system leads you through a maze of numbers that ultimately goes nowhere. I'm sure they'll respond to this saying to email them but they have NEVER responded to a single email I've sent. Avoid at all costs if you can!

Worst Customer Care response

As the new home owner I have been working for 3 months to get the solar transferred over to me. I have called the company at least 50 times - they have NEVER called me. Every email sent says they will call within 3-5 business days. they NEVER do. and EVERY call is constantly on hold while they check with the department. As a customer you cannot talk to anyone but the front line and they talk to all the departments and the promise people will call you back and they NEVER CALL BACK! worst customer experience i have ever had!

Absolute Worst Experience!

I have been a Sunrun customer for four years and it’s been a complete nightmare! Sunrun has cost me over a thousand dollars extra a year in electricity and there’s no end in sight. It started day one when Sunrun inaccurately assessed my yearly energy usage by pulling data from a previous property (one bedroom apartment) to determine my family needs for a four bedroom house. Since then, every year my panels have only generated about 65% of my energy needs, even though I’m paying for 100% of the price. Despite me calling dozens of times for support over the past couple years, Sunrun refuses to make any adjustments. They state they are unable to add another system, adjust my monthly fees, or reevaluate my yearly electricity needs. Due to the “contract” you sign at the beginning, they make it clear that their hands are tied and you are a slave to whatever unfortunate circumstance you find yourself in down the road. My advise, do your research and don’t assume that they have your best interest in mind.

They have the most horrible service on everything.

They took 2 year to complete the process. The made more the 20 inspection but never someone talk to us. They never tell us when they turn our sistem on. They don’t answer the calls. 5 times I have to used my phone, mi husband’s phone and my daughter’s phone to see if they answer and they never answer. The guys who work in costumer service don’t know nothing. I was waiting in the phone for 1 1/2 for they to answer and all the time they have a different answer for the same question. But the way, we the for the whole sistema 88,000 in the first month after we sing the contract. I had to call 4 times to the BBB. It was horrible and still horrible service even now with sonrun.

Horrible Customer Services – worse company ever

If I can give them ZERO stars – I would!!! We bought the house with Sunrun panels. I cannot cancel the contract; I was forced to take over the panels for the rest of the contract which is another 17 years. I literally called 4 times to request to remove solar panels to fix the roof, every time they said they will have the removal team call me….I have waited 2 months. One of the calls I have waited for is more than 2 hours, still, no one pick up the call. Plus, they told me I have to pay $170 for each panel removal and reinstallation. Shouldn’t they inspect the roof condition before they install it? I have reviewed their initial contract, according to their contract the roof condition should last as long as the contract which is 20 years. However, this is not the case and when we purchased our property, the inspector said there are roof leaking indications. Furthermore, people who pick up the call and the live chat are from India, no offense but they don’t understand what’s going on here in the states. A simple request to change of billing address via the live chat literally took them half an hour and the representative told me 3 times, I can add my billing address in the app. I have the client portal but the function is not there. Regardless, I only need to add my billing address, that’s a very simple basic request. NEVER EVER BUY FROM SUNRUN!!!!!!!!

Negative Stars

This would have been a negative star review if I had the choice! After almost 8 months of complaining and stopping to pay their bills, Sunrun technician finally came to examine our system on 9/29/21. Per their customer service, “system was on but was not producing due to a missing grid!” Customer service also confirmed today that “though the technician had the system running, it is still not producing so there is another problem that needs to be fixed!” In the meantime they expect me to pay the past due bills of $900 or they will disconnect my system. If this is not highway rubbery I don’t know what is.

GARBAGE Salesman and customer support

I'm having a horrible experience with my Sunrun salesman Blake F. This guy said everything he needed to sell me, and has only told me lies since. I spent a ton of money with Sunrun, only to feel neglected and tossed aside. Angela Smith and Emma Wood have not been responding to my emails either. I have a damaged ceiling that needs fixed, I'm still waiting on my Visa gift card to apologize for their unprofessional inspection issues, and my brother is now being told that he doesn't qualify for the referral. I'm not happy with Sunrun right now.

The Absolute WORST... do not walk away from them... RUN!!

This company has been the worst nightmare of my life. Currently my system is not sending power to my utility... so my utility is charging me as if I have no solar system. SunRun says they show the system IS producing power so it is not their problem. I have called many times and they refuse to make things right. This was a mess from the beginning. Their installers botched the job and made a mess that they still have not fixed. I've had to report them to the BBB and now I have to see if I can find the money for an attorney.

Their support is horrible

I did not have a choice in choosing SunRun - a solar purchase agreement with them transitioned to me as part of a house sale.

Worst customer service experience of all time.

If I could give them 0 stars, I would. I have had a non-functioning system since June. Despite 5 different phone calls, each lasting over an hour, I have had 0 resolution, no service technician sent out and never actually spoken to a manager or supervisor who was actually handling my case. I will be getting my real estate agent and a lawyer involved.

Absolute garbage of a company

We bought a house with Sunrun panels. That was the beginning of the nightmare. We attempted to transfer the lease to our name. They dragged their feet, messed up the process and then just stopped responding almost costing us the house and delaying our closing date. Fast forward a month later and they STILL HAVENT SET UP OUR ACCOUNT. They lie every time we cal and say “48 hours and the account will be active”. They have said that 8 times now. I want these PANELS GONE.

customer service is non existent. literally

"Your estimated wait time is less than one minute" that was at 930 this morning. 3 hours later I am still waiting for a callback. this on top of an hour and a half yesterday and 4 hours on friday. your own customer service can't even get in touch with the R & R department I having work done and needed 4 panels removed. 2 were taken. I need two more. there is no communication between departments

Worst customer service ever!!!!!!

Battery backup hasn’t worked properly since new, months of calls and services, still broken RUN from this company!!

Shut down my battery and ignored me.

Sunrun turned off my battery because it is involved in a recall. That is fine… but did not tell me they were going to do this. It wasn’t until I had a power outage that I found out. After complaining about the battery, Sunrun said they were going to give me a monthly credit until the battery is replaced. Did not happen. It has been a month… When will I get my battery replaced? I'm currently getting an electric bill at about $100.00 a month because of this issue. Why won’t they respond to me? The reason why I'm rating their customer service so low is that I've asked these questions twice and received an automated response that does not answer my questions. Calling in takes hours... so, I'm not about to do that.

Sunrun took over my panel company and it's a nightmare

I had solar panels installed by Vivint and they were a decent company. They resolved issues and handled repairs properly. Sunrun took over less than a year ago, and it's been nothing but issues since. Their customer service department has ignored multiple service requests that I've submitted, making me call and wait on hold multiple times to get a response. They then mis-schedule appointments, telling me a different time/date than they schedule a technician for. I had technicians tell me they arrived on the 10th at 12pm with no answer because I wasn't home. Sunrun told me to be home on the 13th at 8am, so they claimed I missed my appointment on the 10th! On top of that, they then try to charge me for repairs and maintenance for the solar panels, claiming that issues that were identified from installation are no longer going to be covered. That makes NO sense to me! Why am I paying for issues that are now arising due to issues upon initial installation?