Sunrun Inc.

Lack of Transparency, Delays, and Unclear Contract Terms

I want to share my experience with Sunrun to warn potential customers about the significant issues I’ve faced with their solar system purchase process. My experience with Sunrun has been extremely frustrating, especially regarding the Fair Market Value (FMV) appraisal for the solar system I purchased. Despite repeated requests for clarity, Sunrun has provided zero transparency. Here’s a breakdown of my issues: Vague and Ambiguous Contract Terms: The contract I signed with Sunrun lacks essential details, particularly around the FMV appraisal process. There is no clear explanation of how they determine the FMV of the system, nor does the contract identify the independent appraiser or explain the methodology used. This left me with no way to assess whether I was being charged a fair price. Failure to Follow Through on Contractual Obligations: Sunrun is supposed to hire an independent appraiser to establish the FMV, but after several attempts to contact them, I still haven’t received any information about the appraiser or when the process would start. Sunrun also failed to provide any details on how they determine FMV or when I can expect to get the appraisal report. Poor Communication and Delays: Sunrun’s communication has been poor from the start. The delays in providing necessary information have made it difficult for me to make an informed decision about the purchase. It’s been weeks without answers. Lack of Compliance with Consumer Protection Laws: Their lack of transparency and failure to provide clear, accurate information raises concerns about whether they are adhering to California’s consumer protection laws, which require businesses to be transparent and fair in their dealings. Final Thoughts: I’m extremely disappointed with Sunrun’s handling of this process and would caution anyone considering their services. Their lack of transparency, failure to follow through on their contractual obligations, and poor communication make it difficult to trust them. If you’re looking for a reliable and transparent solar provider, I suggest looking elsewhere.

3 months system still not working

I have had a terrible experiences. It’s been 3 months and system is still not working right. The first think was they submitted the wrong pictures for my install to center point. So it got rejected. Then when they sent the right picture is approve, but when the system was supposed to be activated it doesn’t work right. It’s not generating what is was designed to produce. Call customer service and they set up an appointment it that got rescheduled due to weather. I have to wait 2 weeks before I can get another appointment. Now I have to miss another day of work to wait on tech to possible show up. To top it all off no one explained how to even use the system ( I was told to YouTube it.) so basically I have a pretty wall decoration outside my home

Would not recommend Sunrun ever

My monthly bill is more then agreed on, I still get monthly bills from eversource so now I pay more than I did before. Never never use Sunrun.

Very dishonest

They damaged my home with no repair. They did not leave me any written evidence that they were here so I don't even know what their contractor license number is. Customer service won't call me back. My telephone number gets routed automatically, so I can only reach the main customer service line and not individuals that I call. I asked for help from their installation supervisor with no reply. Now they have sent my account to a collection bureau for $50,000 and they still will not return my calls. The reason I did business with Sunrun in 2024 is because of their excellent service and product in 2014. After my really negative experience, I see they were bought out and have been criticized for their dishonest practices. You can search for it. If I had only known their reputation became dismal, I would not have worked with them at all. Their sales person was great. Their customer service is the absolute worst in all my decades of working with contractors. Do business with Sunrun at your peril.

Worst experience and investment ever

Extremely expensive compared to savings prior to solar panel installation. Deceptive on savings, solar production and tax savings. Rather than one inexpensive electric bill, we now have two electric bills. Neither the loan company or SunRun care to resolve this issue where I believe fraud is present

Took too long to get installed and still not activated

The installation made a mistake and failed the first inspection. It took weeks to correct it to pass the second inspection. We started the purchase of Solar in May 2024, and now it is November 2024, and it is still not activated. Waiting to hear if I earned 6 months of free solar?

My panels are not producing the amount of energy i need. The company underestimated the energy i use daily so now im getting billed from sunrun and pseg. I. Paying more now then b4 i went solar. Pseg informed me im Using the same amount of energy as last year.

Owfull

(This is my response through text massage I received on my phone 11-2-2024 Sunrun asking me if i am enjoying my solar service which was installed back in May 2024) Isn't that too late you are asking if I am enjoying my solar service Even though they installed the solar service in May 2024 up to date I don't have any solar service to enjoy it I am still paying my regular electric bills without solar help I have called, text, emailed, and other type of communication possible to Sunrun yet to get any results I thought if I am dealing with Costco the companies they deal with is going to be legitimate Sunrun has caused me a lot stress and damages I applied for solar back in March 2024, i knew in the summer time is going to be real hot and the solar would help me to bring the cost down today 11-2-2024 yet to get any help from solar, me and my wife live in a single family house and during the summer i paid electric bill as high as $275.00 and that is with nights free, Sunrun care only about their pocket with closing the deal quickly without finishing their promises, i am still waiting for someone to show up and explain how the system work and finish the contract for me to choose which financing option to pick and explain how the system will work and things to do and what to expect, is not like i had solar system before and know about it. if someone owes money is Sunrun that owes me causing a lot of stress paying high electric bills without solar not other way around This is a company that care about a quick sale and make money not the service.

NEM 3 failure

The sunrun sales rep assured me that the system would be able to be configured to take advantage of the export rates of NEM 3 during the month of September between 7-8pm. However, after the system was installed and I contacted Sunrun support to configure the system to accomplish this, they refused to provide access privileges to do so. After much back and forth where I argued that the NEM 3 regulations gave me the right to these credits, they agreed to give me access to the battery settings provided that I sign an agreement releasing them from their warranty obligations. After signing this document and supposedly being given the admin privileges, the battery manufacturer, SolarEdge, claimed that only the installer, Sunrun, could have access to the battery settings. Sunrun claimed that this was no longer their problem, and I would now need to convince SolarEdge to give me the required access. It was only after I filed a complaint with CALSSA that Sunrun and SolarEdge agreed to give me access to the battery settings. It took over six weeks to finally resolve this issue. Sunrun claims that they care about customer satisfaction, but they refused to be concerned that their sales rep had misled me, and they refused to allow me to configure my own system, saying that my warranty would be void because they could not monitor the system. This is also a lie, since the sunrun monitoring site clearly shows continuously collected data for my system.

The product/service was purchased/agreed to through Costco and Sunrun on 06/15/2024. Shon-Mark Henry, Cira Flores and Laura Wood are the contacts. Shon-Mark was the main contact. Our hopes were stoked high for this service by him with the bluster of this Sunrun is the one of the best Sunrun division and that we would have a satisfactory experience with them. Generally, everyone was cordial and friendly. Instructions were followed explicitly and promptly. The equipment was installed on 07/12/2024. We were told to wait for inspections to take place. We have had to wait through now (11/02/2024 as the moment of this review) and we continue to wait to receive the service to be provided with the latest reason being that SunRun is waiting for IRS/IRA Rebate Approval as of 10/14/2024. We had kept in contact with Shon-Mark through October mostly through texts but the last contact attempt ceased further texts and tries because my direct call to him was hung up upon without actual conversation. It’s a shame that this review comes while in the middle of the process, a process that unfortunately remains incomplete and becomes increasingly dissatisfying and frustrating. Despite being given reassurances and encouragements, we are uncertain and growingly skeptical as to if and when this step into the 21st century will yield what we were led to believe about lowering our electricity costs or even if it will happen at all. This is fair warning, not given in rage but with a lot of thought, to those who have read this review that this may be your Sunrun experience as well and to research the service providers who attempt to gain your attention as you exit Costco.

2 Months Still No Solar

It’s been 2 months since install and still no solar. I have to keep following up and am told it’s out of Sunrun’s hands and up to Edison. I asked my sales rep if there was someone else in the company I could talk to and the response was “ There’s not really a customer relations person for this step because it’s all out of Sunrun’s hands. Just waiting on Edison’s final approval.” I was also told I could call Edison myself if I wanted to. Why as the customer am I going to call Edison and waste my time. Seems like you are growing too fast and can’t keep up. I was really excited for my new system and was sharing with lots of friends about it. I get asked all the time how’s it’s going because they are interested in putting up their own but I simply have to say I have no idea. All lot of hurry up and wait.

Not working still

I’ve been waiting for how many months and it’s still not working. They didn’t tell me about this will happen. So I’ve been contacting some person and they will reply after a week. Which makes me more mad about it. You ask for review and this is my honest review from you guys.

Sunrun solar panels were installed July 1st, today is Nov 1st we have twenty five solar panels and twelve of the panels were never working. Two of their tech teams have come out twice to fix them and they didn’t know how, it was above their pay scale.

Don't

To anyone looking to add sunrun solar to there home, don't do it, I was mislead, misinformed flat out lied too. The solar reps, came to my home home explained and outlined everything to me in regards to sunrun solar, and that I would only have one bill and one bill only, and that I would not have a Edison bill anymore, wow great sounds good, flat out lie, I've been receiving Edison bills ever since I signed up with sunrun, I'm now paying to bills a month, they are loosers, I'm waiting for a class action lawsuit i know will be coming soon. My advice to anyone who's looking into getting sunrun solar, beware.... don't do it.

We had our solar install back in june 2024 and now we are in november and they cant seem to get us connected to PG&E. I keep getting the run around and excuses from them that PGE is back logged and some missing photos. Every time I contact the person in charge of the final step i get a different excuse and a no answer to my phone calls or texts. At this point if i dont get this resolved ASAP i will cancel this whole thing and have it removed from my home. This is ridiculous going on 6mo since install. I will definitely not recommend this company to my worst enemy.

Excellent service before the sale

we had the best experience with our sales person and with the installation team. But once that was complete, it was next to impossible to get anyone to answer our phone calls or answer our questions or email. The service after the sale was horrible.

Many false promises, then told sorry

Absolutely terrible

The team that did the install was nice. Every single person I've had to deal with after the install has been horrendous. Refusal to provide information requested, no responses, yet constantly calling stating there's an issue without stating what it is at all, threatening a void on warranties stating I didn't reply to them when they never responded to me for information. It's the absolute worst. Anyone that's talked about solar I've warned against sunrun.

Did not speak the truth

Was told my monthly payment was 198.00. The system was installed and the installation was done sloppy work and damage to my house stucco. When asked why the bill is different was told that it was an add on and that the sale person did not tell you the truth and that how it is. Still waiting on the house repairs will not recommend sun run for any reason other than not a up front company.

Almost three months since solar was turned on and my battery is still not working properly. Have talked to multiple people and just continue to get the run around. Stay clear.

I had a very bad experience with Sunrun. It took 4+ months for my system to be turned on. They were not truthful with me. The representative would take days before replying to my email. However, I do think it's a good idea to go solar.

Lies and stories

We had Alicia as our representative. Everything seemed great on paper. It took a few extra weeks for the roof and equipment to get installed. Then once installed, it took several months to turn on. There was no customer support for answering question and we were sent from one department to the next. And the biggest complaint is that the system we had installed does not even begin to cover our electric bill. So instead of saving money, now we have to pay your company $200 a month, plus our electric bill. I am extremely unhappy and dissatisfied with your company and its employees. And further more, this is the second review I have left. And you obviously do not care, since I have never been contacted by a company representative. Thank you for making my life a lot more difficult, rather than making some things easier.

Incompetent liars

I was treated respectfully with loads of attention until the moment I handed over a check for $27K. From that moment on, I was treated like something on the bottom of your shoe. They missed appointments, communicated poorly and then botched the initial installation so that power was shut off to half my house. When I called they told me it would be two weeks to come back. I went to Costco and spoke to a manager there and he made calls to get someone back to my house. The day PGE was due to make final inspection, they called me at 7am because they realized there was still something awry. Got that fixed and system finally came online. Recently the inverter failed and for four months no power was made. I looked at the app and it said there was a”possible issue” they were actively monitoring, but that’s another lie. Took weeks to get someone out and another month for a return visit with the right part. Get call from Megan at SunRun to tell me how she’s going to advocate for me and tells me they will pay me for ungenerated power cording to my contract. But after the inverter installed she denies ever saying that to me. I don’t understand how Costco continues to associate themselves with this company of liars and incompetence.

Fraudulent Sunrun

Sunrun is a deceitful company. Unfortunately I was a Vivint Solar Customer who was ok at first. Then Sunrun comes to the door saying "We've bought all the Vivant contracts, because they're out of the Solar business. Yes, Jared (he's the 1st shielder, prep you for the other 2) , Steve, the area manager and Bridgette the so-call project manager, all with the same deceitful message. I'm thinking all is Good. Making $225 payments faithfully. This month I get a past due owing $186. Mind you, I get the payment info with acct # and address. Come to find out, I now have TWO DAMN SOLAR ACCTS charging me. Yes TWO!! and a PG&E bill. No mention by the Deceitful 3's I will have TWO DAMN SOLAR BILLS to pay on now along with PG&E. Yes, my electric bill has more than doubled. At NO TIME was I told I will have two systems. I was told they would be tied together so we would have Solar power and Storage and my bill would be $175 per month. Since Aug 2 to now, I've paid $1K and behind another $186. They led us to believe we would have one Solar bill. Gave a whole comparison chart between them and PG&E over the course of 24 years. Nothing about 2 systems being operated separately. Only saying they'll taping them together. What a way to mislead customers. Tell them you're adding storage and panels to the existing system making them 1 system. Total Fraud and a deceitful tactics. I'm so screwed in trying to keep up with a almost triple in electrical billing. I was better off screwed by PG&E with their 5 times FCC approved rate hikes. At least I knew it was one system they were ripping me off with. Now here is Sunrun doing tactics to screw Americans too. If you haveva Vivant Solar contract owned by Sunrun, RUNNING, LOVK YOUR DOORS and don't let the cute salesman into your home. It's a SCAM OF ALL SCAM!!!!! I wish I stuck to my 1st inclination when Jared came onto my property. Please don't let them get you GOT!!!!

Remove panels

I signed a contract with Vivint 4 years ago. Now my insurance company says I need a new roof . Sunrun wants to charge me $7000.00 to remove the panels. I think this is outrageous. My contract states there is a fee to remove and replace panels . But they don't tell you it's going to cost that much. I've never saved anything going solar. They tell me I can't get out of my contract. Save yourself a lot of money and Don't go with Sun Run