Sunrun Inc.

Worst ever

Wouldn't recommend Sunrun. They got my $ paid out upfront and within few years, battery backup went down. Sunrun promised to replace the battery backup. It's been 10 months since it went down and they still haven't replaced it. They won't give me any reliable dates on when the battery back up inventory arrives and when they can install the replacement battery. Please choose a financially stable company that shows decent customer obsession. You don't want to spend multiple 10's of thousands of $ on a company that least cares about its customers and based on my experience, the product and customer service are both awful.

Removal and reinstall same panels

My contract has 1 free removal and reinstall for replacement of new roof. Last year in May of 2024 I requested this . My contractor was lined up, sunrun told me my town required permits! I believed them! I cancelled the contractor until permits were required. After 8 months of no answers, I called my town of Southampton and was told there were no permits applied for from sunrun, and that no permit was even required as this was a maintenance issue! Now sunrun is telling me they did apply and were denied 2 x! Where are they applying? Not at my town building dept! I asked and now they are telling me they can’t give out any phone #s for their permit dept and they will email the denials Now, my contractors prices have gone up $2,000. This is absurd, it’s almost a year since I requested this! I will not be recommending them in the future to any of my family and friends! And also, the solar panels are not really saving me any money in the winter as my electric bills are almost $300 adding to the monthly lease of $140.

Not a company to TRUST, Beware!

It's been around a year with no solar energy production. I've been calling almost every month to check on the status of the part that I need for the system to work. Poor customer service- they care about if you paid the invoice. Only they want money, money. The contract is only protects Sun Run. And, when you tell them your roof is leaking they blame you. Also, if your solar equipment is on "off" position, you still need to pay an estimated monthly payment calculated by them. For this company, the client does not matter, what is matters is how much they can make for each quarter. The communication process between Sun Run, subcontractors and supplier very incompetent. I definitely do not recommend it to anyone even to my worst enemy!

DO NOT HIRE!!!

Please do not hire them. Hire any other company. They will tell you anything you want to hear to sell you on their product. I have been going through problems since I hired them on April of 2024 and still not resolved. The salesman never got back to me, I had a customer service rep assigned and he never gets back to me. Company is absolute trash. I promised them I would leave bad reviews on any and every platform I can.

Communication

Since I purchased this material I regretted it . No communication skills between the manager and myself. Want answer calls ,he will text sometimes. Feel like I was rip off..

AVOID SUNRUN

It’s fine until you need to refinance and they will do nothing to help you. Scary to think what might happen if you ever need to sell your home if trying to refinance is an absolute nightmare. They will not assist at all with any addendums or forms needed to complete a refinance. I’m in the middle of a dispute with them just trying to get an addendum. Terrible customer service - refuse to take calls and only responds thru email before ignoring and punting to another team that punts back. Services are no good if I don’t have a home to use them

There system broke often. If you want more trouble in your life, go sunrun

System Not Performing as Promised, Regret Installing the System

I had a Sunrun system installed in March of 2024 and while the initial installation was easy, the system has been a scam. I was promised that the system would generate 18,606kwh each year, which I was told by my sales consultant was 135% of my annual energy usage. After months of paying both electric company bills and Sunrun bills and realizing no savings whatsoever, I just pulled all of my usage data from 2023 (which was the year used to calculate my energy usage when the system was developed and presented to me) and did the math myself and I used 21,501kwh hours that year. In order for a system to cover 135% of my usage, it would need to generate 27,951kwh. I will be lucky for it to reach 16,000. Between SunRun and the electric company, my power is going to cost me approximately $2,400 MORE per year with the solar panels than without. My sales consultant knew that this was my big concern and swindled me with promises of not only would my bills be less, but at the end of the year I would have "extra" electricity to sell back to the electric company. I was not looking to save money, just to not spend anymore than I was currently spending with the electric company and the opposite has been true.

Worst company ever

We purchased our brand new home/ built house 3 yrs ago now and purchased the solar panels with our home which we are still paying for with our mortgage. A year ago our solar panels were not connecting to their server for over 6 months and no one contacted us about it. We reported to them the issues and they took care of it and the person who came to fix it told us if we have anymore issues to let Sunrun know and will be free of charge since we are still paying for it and they will come again to check it out. Last month the issue started again. I didn’t realize it until I checked the app and noticed it wasn’t reading it. I been consistent on checking the app to make sure it shows that is working but due to the holidays we got busy and I completely forgot to check daily last month. The beginning of this month I checked since I got back to the routine of doing that again and noticed it wasn’t working. I called sun run a week ago to report the issue and submitted a claim for them to come. They told me they would call me in 24-48 hrs. I waited 3 days and no one called me and did not show up. I called them and they told me they would have someone call me this Monday. No one did! Again! I called today and this representative is now telling me I have to pay for someone to come and take a look at the issue!!!! No one ever told me that before! I did not sign or pay for anything but the fact that this had been an issue for the second time and I’m still paying for the solar panels and they want to charge me to check to see what is wrong with it it’s completely ridiculous! They want to charge me 585 just for someone to take a look and check what it is wrong with it! I’m considering on switching companies as this is becoming a major issue now. I also had requested to speak to a supervisor and the representative stated that “there is no supervisor right now!”

Sunrun Solar not providing power as promised.

I started with Sunrun April 2024, and ever since I have been paying more than what I usually been paying my eletric bills. SCE and combined with Sunrun my bills are now twice what I am paing for. According to Sunrun that I am no longer paying SCE and will only pay them. But no, I still get bills from SCE and being billed also from Sunrun. I have been calling Sunrun regarding about this because it doesn't make any sense to have a solar and pay more. I called them several times and a case manager that is assigned to will request a copy of your bill. After a few days they will pretend they never received your email and will request it again. As I am explaining to the case manager when I first introduced by Sunrun solar they have reviewed my electric bill and provided them a whole year of statement of my personal billing from SCE. In this case they can review how many panels and batteries I needed installed at my house. Obviously Sunrun did not meet the required Kwh usage I needed for my home because even the first billing I already started complaining that i am paying more. The call has been on going ever sinced and up until now it's never been resolved. I've been calling and I have been telling them on every each call that I am paying more and would like to get this solar pannels out of my house as they're not complying with what they promised to begin with. The only thing they can do is assign your account to another case manager and tell you that they will call you back but they never will. Then you start calling them again and again and no resolution.....

close to a year installation.

Inaccurate description by sell people. Argumentative staff - when they destroyed my roof - took a long time to get their admittance to this and long time to repair. Asking things that are not in a contract. 5 times redone electrical work (can not pass an inspection) with destruction of my basement furniture. I have to show them youtube video to explain what thy suppose to do. Terrible work, I deeply regret dealing with them. Have to complain to Better Business Burau for them to take my complaints seriously.

Think twice

When it came time for installation, everybody was always available to speak on the phone to answer questions to get things done properly and efficiently. But once the panels were up, their customer service is terrible. At the time of signing, I was promised the first six months, free solar and a referral fee was to go to my friend who referred me. It took me two months to fight for my six months, free solar, which finally Got accomplished, but as far as the referral money promised to my friend to this day being six months, she has not seen a dime. I don’t think this is acceptable for a company as large as SunRun, and just the mere fact that they don’t stand behind what was promised or advertised. After going through all of this, I find there are many other solar companies out there, and if I could do it all over again, I certainly would. So “think twice” before going with Sunrun.

Solar Panels not producing enough energy

My family decided to get solar panels put on the house since we were paying almost $500 a month of electricity. We were recommended Sunrun by a rep we met at Costco. We decided to give it a try and one of the Sunrun employees came and spoke to us about how we were going to see savings in our electric bill after a few months of installment. We got the solar panels put on January of 2023 after 6 months we saw very little decrease in our electricity bill. I kept reaching out to customer service to see what’s going on they stated that we are not producing enough energy for the amount of electricity we use. Our bill is still at $500 or more on top of paying $105 a month to Sunrun. So we are not saving anything if anything we are paying more now than before we got solar.

Total scam

The sales person said our electric bill would decrease by about $150.00 a month but after 5 months it is still the same. Hopefully all of us that feel we've been cheated will be able to bring a class action lawsuit against this company.

Solar Savings & Promo Gift Card Fraud?

The sales rep who sold us the solar energy was fantastic! However, once we got to operation, the customer service went sideways. We were assured that we would pay less for their solar than Edison utility. Our first bill for both companies is 2x the amount we were paying for Edison! Additionally, we were encouraged to sign up for solar service during the promo to get the Sunrun Six Offer Promo Gift Card (valued at 6 mos of monthly billing), that was to happen in 6-8 weeks from PTO. Well, that would have been 12/27/24. No gift card. There is such an indifference to good customer by this company. They are either evasive or unresponsive to customer engagement for problem solving.

I am being charged for two tesla powerwalls that do not work

I have two Tesla accounts registered at different addresses. My first experience was excellent, which prompted me to request the service for another property. Bright Ops Solar began the installation, but after many visits spanning four months, I grew increasingly frustrated and requested that they remove the hardware so I could hire another company. Reed Riely from Bright Ops Solar reached out to me to discuss my concerns. I expressed that the project should have been completed months ago. He calmed me down by promising to cover my high PGE bills during the peak of summer. However, in September, when I requested the promised payments, I found out it was a false promise, and no such payments would be made. From October to January, both Bright Ops Solar and Sunrun struggled to determine why my two Tesla Powerwalls were not functioning, despite the fact that I am already paying for the service. No one seemed willing to take responsibility, and I felt like I was being tossed around like a hot potato that no one wanted to hold. Brayam Rosero at Sunrun claimed he could check the system remotely and insisted that the batteries were functioning properly. Yet, a month later, we experienced a power outage, and my house went dark. Interestingly, when our neighbors' power came back on, our house also received power. Despite having twenty-nine solar panels and two Tesla Powerwalls, we could not withstand a 90-second power outage.

Mislead

The representative for the Hawaii base name is Chase Pineda was nice to begin with and told us everything we wanted to hear. We was transparent with him on how we didn’t want to have dual bill bc my parents are in a set income. He failed to mention that we will have two bill one from HECO and another from SunRun. To compensate he promised to compensate us that never happen. After the installation was done, he was no where to be found. Chase and the other Hawaii rep didn’t reply to any of my texts, messages, and phone calls. They seem trustworthy at first but after installation they are no where to be found and the customer service is no help bc they act like they don’t know each other. They will just refer to the policy and don’t believe anything you say and don’t want to get in touch with their rep for clarification. I thought I was saving my parents money but I just gave them headaches and problems that we have to deal with for the next 25 years. Save yourself and don’t trust them.

Not getting the service

After several months, the system is not working. I pay Sunrun, And my utility bill. Together the total has been more than twice of what I paid before. I have a customer service representative that has no clue and is missing in action.

Had a power outage Sunday, app showed battery @ 9%. My power was out. The battery back up was one of the reasons chose to go solar. Very disappointing.

Extremely disappointed by the delayed solar panel activation

The salesperson visited in June 2024, and the solar panels were installed on October 18. It’s now December 30, and the connection still hasn’t been turned on. Every time I call (and i have reached out to the representative number of times), I’m told there’s an issue, but no clear estimate is provided. To make things worse, the bill for the first month has already been generated, even though the connection isn’t active. This process has taken far too long, and I’m deeply disappointed with the delays and poor communication.

Sunrun faulty wiring

They said they have trusted people who do work but, the wiring they did on my house is faulty. I kept emailing and calling if they could fix it and I got no response. The one time I got a response she was VERY disrespectful. She was not helpful and kept lying, saying she had no supervisor yet after I called back another person answered and led me to the main manager. They still did not pay me back for the amount of months the solor did not work. Never go with Sunrun. They pretend to be interested in the beginning and later on they don’t care about you.

Horrible service have been told nothing but lies. Worst decision I've ever made was going through sun run

Rhode Island customer Run from SunRun!!!!

I was told one thing yet here I am with a credit that is getting less and less even though no electricity has changed. I can see on my Tesla app I’m getting a lesser amount of solar than the SunRun app and a roofer came because of a roof leak caused by installation and said I have at least 1 cracked panel. I was also told it would be replaced because I’m leasing their equipment. However, they aren’t replacing it and I keep saying the system had an issue. Then I get someone to actually listen and look and I’m told yes there is an issue however it’s basically too bad so sad they look at the information and my panels are showing all green yet my Solar shows less coming in and if I want to have somebody come look at it, I have to pay them. All I can say is RUN from SunRun!!!

They don't take care of issues

After 5 years they still haven't taken care of the destruction they did on the 2 years old roof. I want to fix my house up and can't until they take care of the filtration on the roof they caused.

Fraud from the Sunrun salesman

The Sunrun salesman provided faulty promises in terms of the fee they going to charge. He did an estimate for my electricity usage, and promised that the electric company and the Sunrun together would charge a fixed flat fee for my monthly electricity usage as the same I had been paying to the electricity company. However, after the system started running, the Sunrun is charging a fixed fee, which much higher in the summer months than the regular pay, and they would not credit me when the electricity company is charging me more, which makes the whole charge to me is much higher than my original electricity expenses. I contacted Sunrun about this, the customer service just closed my complaint without any explanation.