Sunrun Inc.

Open letter to sunrun April 2025 As everyone in the community knows we started with a nice visit from the salesmen offering you the best service in solar panels in the area, as a new homeowners we were really excited to start a project which will help the environment and our community. The salesman offer a $5000 tax credit form ny which never happen because we are leasing the panels without he telling us. It was our first disappointment. Sunrun hired a contractor for our new roof which ended up in a terrible experience when they removed the old roof, they through the pieces and damaged all our new flowers, plants and trees form our backyard. They put a trash container in our new driveway and the truck that pull the trash container left oil spots all over our new driveway. We called and text our salesman and he rapidly confirm that his contractor will make up to us paying for the damage including the repair of the driveway. That was September of last year. Sunrun open a case in November nothing was been resolved. In the meantime they installed the panels, battery and all the equipment and it didn’t work. everything was new for us so I called second week of December and open another case to figure what the system wasn’t working and of course Sunrun started sending the first bill, I said to the representative that I will not paid until this matter was resolved. They send a technician until the third week of January just to tell me that he couldn’t figure out what is happening and they will called me in a week nothing happened. Dealing with both cases, finally we came to a agreement with Sunrun the contractor will pay for the damage of our landscape and they will power wash the driveway to removed the oil spots and if it doesn’t come out Sunrun will take care of the driveway either paying for the repair or hiring another contractor to fix this issue. This was February 14th of this year, the other case finally close as February 28th, promising for a credit of the three months in a half that we didn’t have the service. We have performance warranty and even in the website they said clearly if the system doesn’t works they will pay the difference, well nothing happened. After tons of mails and phone calls full of frustration with two supervisors this situation was affecting even my mental health. Finally after months of waiting and be in the phone with them every single day this is what they offer. Estimate to fix the driveway $3,614.14 Sunrun wants to pay $1,807.07. Three month in a half of not having any kind of service $222.23 each month. sunsun wants to pay $163.00. To respond to this matter WE ARE NOT TAKING YOUR OFFER AND WE WANT YOU TO BE RESPONSIBLE AS A COMPANY. We want our driveway repair and the reimbursement of the three month in a half that the system didn’t work. And I just received a letter if I don’t pay the three months of service that I didn’t have they will cut my service, this is how Sunrun works everybody! I hope the message is clear now and be fair to your costumers who sign a contract of 25 years.

Bad idea

I am happy to have gone Solar, but I wish I had done my research and had not gone with SunRun. First of all in the sales presentation I was told there would be a tax credit once the solar was installed. Guess what, this tax credit went to Sunrun not me the consumer as I was told. That to me is a lie and misrepresentation. During the sales presentation I had to sign up for automatic payments. Ok no problem but they apparently have a customer service problem because I continue to receive text messages and emails that my account is delinquent. I have called to remedy this but I get no where. I have made a payment online and was assured the problem was fixed but it was not. With all the scams that are going on I do not know if these texts messages are real are fake and no one at Sun Run is able to get it fixed. So no I would not recommend this company. There are many other Companies out there offering Solar and I would go with one of them first.

Breach of Duty to Repair Inverter under the Warranty

I signed a PPA contract with Sunrun in 2021 for 18 solar panels. On November 18, 2025 the inverter stopped working. I didn't know until April 16 when I received a bill from Edison. Under the PPA Sunrun has the duty to monitor and repair solar panels that are not working. I have had 0% performance since November 18. I contacted them and they said they found out in February that the inverter stopped working. They have done nothing since then. They never notified me. I asked when they will fix the inverter, and they said the part is en route. When I asked when it was ordered they said they don't know. That is not possible. Of course, they know when they ordered the inverter. They probably never ordered the inverter. They also can't tell me when the inverter will arrive or when it will be installed. No company can survive if they don't keep track of orders and shipments. Of course Sunrun knows what and when they ordered parts and when they will arrive. I suspect that they don't give new inverters to existing customers because their priority is to sell new solar systems. So, the prioritize new sales over maintaining existing solar installations because new sales make profit and repairing systems under warranty costs them money. That is a breach of contract, however. They also told me there is no performance guarantee and that I will receive no refund or credits. I believe they are in breach of contract by not having repaired the inverter in 6 months and failure to monitor my system for at least three months (between November 2024 and February 2025). Both falls under duty of contract and the warranty clause. I have a 20-year warranty. Edison charged me $1,100 for the last 5 months since the solar system stopped working. Prior to that I always had a negative bill; that is, Edison owed me about $200 every year. I have never received a bill from Edison with a charge. I am asking for a refund of the Edison bill in the amount of $1,100 and any future bills until Sunrun has fulfilled their duty under the warranty to repair the solar system. On their website it says that PPA contracts have a 95% performance guarantee but my contract on the App does not say that. They are defrauding customers who have no legal recourse due to the adhesion contract that leaves customers with no legal recourse other than arbitration which is very expensive. It's time that the California legislature prohibits their predatory contracts and forms an investigatory committee and hold Sunrun accountable for their breach of duty under the warranty.

BEWARE

BUYER BEWARE!!!! They are all liars. They tell you that you will never see an electric bill and I have been receiving one every month between $50- $300z plus the bill of Sunrun which is $375 a month. They are FAKE FAKE. Now I’m paying double. They took me they would put a work order to fix the wall panel. It’s been 8 months and no one has came to fix it. I have called multiple times and open a case again them to find out they close my case due to no one answering their calls. It’s a liar. Next step is court. What a waste.

SAFETY ISSUE

over the years i have been fighting with sunrun. the panels that were installed was above my skylite from day one i asked about what they call a snow guard after a couple of years i gave -up so it finally happened snow came off the panel went through the glass and in the family room so this time i called and finally got past customer service boiler plate answer and was able to get to speak to a person that let talk so for only $ 1000.00 dollars they put the snow guard on guess what the installer calls me on the phone and says you cant do the job on what sunrun was going charge you need upper and lower snow guards you better call them back i think sunrun lost the paper work i called nothing and also i told my unit has not communcated since 02/2024 its 04/25 they dont worrie i said i would see the output she wait for the electric bill what more do you need? what service !!

Beware of Bait and Switch

My experience turned negative once the system was installed. Up until that point everybody was really responsive and helpful. After the holes are drilled in your roof and it is too late your mind, the service goes down the toilet and they go back on things they promised you in order to get you to sign up. The sales person became impossible to reach and wouldn’t return phone calls. I requested a call multiple times from management which were refused and I was basically told to go away. If customer service is something that matters to you, you should definitely look elsewhere.

Fraud+salesperson Tomas collado the worst

Tomas collado did fraud he put a solar contract under my name the contract is for 25 years .I never requested solar panels and I never signed any contract and I never provided my personal info. However he manages to close this deal and since November 2024 and trying to get help from sunrun so they can void this contract but I haven't get any help sunrun always have and excuse and the send my case from one person to another but no solution. Tomas collado is the salesperson from sunrun

service

I wish I could leave negative stars! The panels are not registering. Sunrun charges $600 just to come out to see what the problem is. When we bought the panels from Vivant, service was to be included. Sunrun took over the contract to maintain the panels and now we have to pay or leave the useless panels sitting on the roof doing nothing. $30,000 down the drain. They have never generated enough power to pay for themselves as promised. Solar is all a scam. Nothing but trouble. Never got the Government rebate that was promised either.

Extremely Disappointed – Poor Communication and Accountability

I had a terrible experience with Sunrun. What started as a simple solar project turned into a nightmare. There were major delays, miscommunications, and no accountability. Their subcontractors made mistakes during the roofing process, which disrupted my family's life, especially with two small children at home. I was promised follow-ups and support, but instead, I was ignored, manipulated into signing revised contracts, and then blamed for their internal issues. Even after repeated attempts to work things out, Sunrun refused to take responsibility for the stress and financial burden they caused. If you’re considering going solar, I strongly advise you to look elsewhere. Sunrun may talk a good game, but when things go wrong, you’re on your own.

Purchase problrms

If you purchase a system from SunRun , they hang you out to fend for yourself. No follow up and terrible service. The contract states that there will be “ system monitoring”. Wrong- no info when system is down and weeks to get answers and on premise help. They give the solar industry a bad reputation.

I would give negative if it was an option

Very bad service after installation, WOULD NOT RECOMMEND. My system supposed to be powered on on January 28th 2025, but it did not work. Waited two weeks for tech to come they said it was faulty inverter and they will order one. It is mid April, and inverter is still not replaced. A sec tech came in mid March they lied and did not replace it as they said the part arrived. Begging of April an installer came and they promised to order one but still no inverter. Few days ago I received a text stating they are now looking in the warehouse for a replacement part. This situation is getting ridiculous. I have been so patient for 3 months, and we still don't have working system.

They will not fix if system goes down

Stay away! Find a smarter option where customer service is better, and they back the system they install. As well as dont play games saying you owe more money for a system paid in full.

Fails to answer your questions or take responsibility. Headache

I have been facing an ongoing issue with Sunrun for the past couple of months. They have failed to uphold their end of the contract and continually offer excuses. I’ve requested meter servicing for months, and I am well within my rights to terminate the contract. However, they actively avoid my phone calls, provide minimal responses to my emails (despite their resolution email being “monitored” by a Senior Director and a manager, and an automated message promising a response within one business day), and I rarely receive any follow-up from the so-called “legal escalations expert.” I highly advise avoiding this company at all costs. They are untrustworthy and seem to have no regard for customer service. Additionally, they are unable to provide an accurate bill.

Horrible customer service and service

This will be the third time my inventor needs checking or repair. When I call all they say is that the part is on order. Then when it gets in stock will take another 3 weeks to send someone out to replace. So I have been without solar for 3 weeks now. Their saying is that if we don't generate the power you will be compensated. When I called they said it was if production is lower for a whole year or something to that effect then they will do something. This has been a nightmare since they installed the panels. When they work it is great but when they don't you get someone from another country, no disrespect but their accent is hard to understand. I had a tech here and they had to wait 3 hours just for the person they called to say "oh I can just re-set the signal to fix the problem" Really 3 hours for that? This is a joke of a company. I am afraid to pay them off to have another problem that I will be stuck with due to their faulty equipment. Biggest regret is going with them from a referral of a friend. Buyer be ware!

SUNRUN nightmare

my salesman louie gutirrez with sunrun has done nothing but lie to me for the last year and a half , my total bill for 2023 was 4100 and now after the year and a half it has taken them to get it finaled my estimated bill is going to be 6000 a year . from the very beginning ive asked him that im only paying for what i use and he assured me in a phone call thats true,now come to find out im going to be paying for a way oversized system that i dont need and im paying for what it produces not what i use id text him and hed allways say oh ill get back with you or ill ck on that then call me on the phone and say oh yea your only paying for what you use , thats a lie , it has been a nightmare and i would never recommend this company to my worse enemy,

Avoid Sunrun Solar- unethical buisness

Do not get Sunrun bottom line!!! We needed a new roof due to hail damage and they said they would not be able to get our panels off for 4 months but that we could use a different company to remove them. In order to stay under warranty when the panels are reinstalled they need to be "checked by a field service agent" to make sure they are reinstalled properly. Fast forward to the reinstall we had a field service technician come out and he was at our house for approximately 8 minutes and didn't even get on our house. He simply checked the panel to see if there were any issues- which could have been done by me. Now I have a $600 bill for this! This is so wrong to charge that kind of money for a check where no one even got on the roof to see of panels were reinstalled appropriately. I have been trying to fight the bill and they have been avoiding me. Do no use Sunrun, you will be sure to regret it.

Solar panels

2021. I installed Sunrun solar panels through the Costco. Last year solar panels stopped generating electricity. I called Sunrun they transferred me to different department before they answered my question they sent me a disclosure form to sign I must sign that to get help.i make appointments they send me a bill $600 and change. Technician came he said something wrong with hardware.sunrun said I don’t have to pay $600 because system failure. Then they waited about two weeks they didn’t have a parts. Finally they fixed it I got $600 plus bill. Invoice said healthy inspection smart.sunrun is waist of money there warranty is big Bullshit. Don’t do it you will regret it. Trust me.

RUN from SunRun

Terrible company, they actually have a lean against our home and in order to sell the place we have to pay these gangsters off. Previous owner had signed the deal. I never thought is was a good one. Firms like this give solar a black eye. AVOID. You have been warned.

The worst customer service ever, my solar panels haven’t been working for 10 months and the company hasn’t responded or resolved the issue . And they still taking the monthly payments every month . Don’t go with this company , they just want to take your money .

Service Issues

I have been in contact with the support through the chat and the phone regarding my solar system not working multiple times this week and I am beyond disappointed with my experience. The service that I have experienced has been unacceptable. The first time I chatted with support they gave directions on how to reset the system. The second time I contacted support was on the phone and I explained that the reset did not resolve the problem. The employee stated not to worry that parts have been ordered and they will contact us when they are in. I told him that I was unaware that any parts were ordered because no one had even come out to see what was wrong. He said no, parts are on the way. Two days later I spoke with the chat again and they said no parts were ordered but just to find out and see what is wrong it will cost $649. My solar system is less than 3 years old and I have a 10 year warranty. This is the third time that the panels have completely stopped working. I’m not paying $649 for a technician to come out just to see what is wrong. That is an outrageous price. My solar is under warranty and the last two times we had problems someone came out to look and there was no charge. They also spent less than 30 minutes inspecting the system. There was never any disclosure that a service fee of $649 was required just to come out to see what the problem is. I will not be paying that as that is an absolute outrageous price. I paid over $70,000 for this system and it is still under warranty. The fact that the solar panels have stopped working multiple times in less than 3 years is ridiculous and then to charge an exorbitant amount just to come out to assess the situation is outrageous. Not to mention the inconsistent and incompetent service. I emailed the customer care email to see if I could speak to a supervisor and I got an email back saying they no longer use the email and to utilize the chat or phone number. I have asked every time to speak to a supervisor and they totally disregard that on the chat. Absolutely disappointed frustrated and would never recommend this company to anyone ever. My next step will be filling a formal complaint with the better business bureau.

Solar Money Scam

Purchased a pre-owned home with two accounts of their panels, I pay for the energy those panels produce not what I consume, pay more than 3000 a year. Billing is extremely confusing I swear I get billed every week, they over charged my one year and owed me money. System is always underperforming. The customer service is kind but their foreign workers so accents are difficult to understand. As soon as the lease is up I will be thankful that their greed will come to an end. Do not but Sunrun please consider solar through PG&E. I will write a review every month for the poor monthly service and billing nightmare.

Roof leak

Solar panel install resulted in roof leak. Now I can not get Sunrun to call me back. I have called all 5 numbers I have for them, most more than once, and have yet to talk to anyone. I also tried email with not response.

Solor

Solor is more expensive than what I was paying TXU

False promise of savings

I signed an agreement believing their solar service would reduce my electricity costs with a fixed rate. Instead, the system was under-designed, failing to generate enough power for my needs, forcing me to buy additional electricity from my utility, increasing my total costs by 40%. Do not believe ANYTHING their salesmen tells you.

Horrible, Awful, Downright Dishonest Company

I never asked to be a Sunrun customer. I chose a different company that was then bought out by Sunrun, forcing me to be one of their customers. Since that has happened, I have treated like a second class citizen. They have tried to deny me warranty replacements, they have stopped monitoring my system, and their communication is atrocious. I have yet to speak to my case manager after 3 weeks of repeated emails and phone calls. Stay far, far away.