Sunrun Inc.

Worst decision I made in buying a house with a Sunrun lease

The seller did not advise me of the leased panels until 1 week before closing. Clue to back out. The contract had an escalating price where I could be paying $300+ a month for these panels. Seller paid a lump sum to keep my payments static. About $130. Promised 16,000 KWH per year and 14,000 may be a good number and it goes down every year. The excess they sell to the Electric Company that we get credit for stays the same per KWH for the life of the 20yr lease even if the power rates increase every year. Please not if you need to apply new shingles during this time expect to pat in excess of $10,000 for the removal and reinstallation of theses panels, plus the cost of the roof. If I wanted to buyout of the contract, it would cost me about $6,000 more than what my monthly payments would be. Imagine buying a car and paying more for the car than what you could finance it for. When I think of Green, I think of money in my pocket. Sunrun green means the green is transferred from my pocket to their pocket. I would be very wary of any leases with a solar company as I am sure I am stuck with this piece of Cr@p until I can find another sucker or die trying

Very bad experience and super costly

When I signed up, I was told that the smallest system they have is 'way more than I would need.' I signed up knowing I would be paying more (about double) than what I was paying SDG&E as it is better for the environment. I do not qualify for any discounts because my electricity bill was low (<$60/month). I asked over and over if the cost for sunrun would replace SDG&E, and I was assured it would as my electricity bill was so low with SDG&E. I have seen a decrease in $5/month with my SDG&E, but in essence, paying the same amount in addition to what I am paying sunrun. On 10/21, I contacted the company and was told to send my electricity bills and someone would contact me in 24 hours. It has been 8 days and no one has contacted me. I contacted via the name of the person I have at sunrun - Amanda Caldwell - and she told me to contact customer service (despite her email signature stating "Customer Experience."

14 months to install, terrible customer service

My best friend's son became a representative for Sunrun. So when he called and spoke with my husband, my husband agreed to look into getting a system, trusting him because of the relationship I have with his mother. When the documents came, my husband did not realize they were for a lease, not a purchase, nor did he print them out, or show them to me. At about 10 months with no installation and some huge electric bills, I started getting upset that it was taking so long. My husband told me that Sunrun had said it was the city's fault. A few months later, I called Sunrun and said I was going to the city to find out why they were slow walking the process. The woman put me on hold, then told me NOT to go to the city. She said that Sunrun had an appointment for the next week, with the city. That was a lie. Because when nothing happened that "next week", we went into the city to ask them what the hold up is. They said it was Sunrun slow walking everything and that they had even let a permit expire. So, my husband and I paid for the permit and then went to the Burbank Water & Power to facilitate getting them to come out, once the Building Department had approved the plans. The building department came out the next business day and failed the plans, because there were no electrical shut off levers. So Sunrun had to send someone out to put those in. Sunrun again blamed the city, because there were no shut off valves in the plans. However, every existing electrical panel we have, has those shut off levers, so why didn't they include those in the plans? It took another week to get those installed. Then I called my contact at the BWP and they finally sent someone out on Friday, October 25th. We had to go to the city ourselves to get the job finished. Needless to say, my husband and I are very disillusioned with Sunrun customer service. This summer we had 3 bills that were over $700 and 2 over $600. It should have been installed by February of 2024, but it took 14 months. I only found out that my husband had signed a 25 year lease agreement, because I was looking for a legal remedy to hold Sunrun's accountable for their negligence. I asked and my husband told me that he was never offered a buying price for the system. In the agreement he signed, there is a clause stating that if the system was not installed within 180 days, and there was no fault on our part, he could cancel the contract. My husband had filled out the DocuSign on August 23rd, 2023, so they are 8 months late. We have now asked them to cancel the lease and to give us a buyout. We told them that my husband was never offered a buy out price, that I never saw the paperwork and that I would never have agreed to a lease. I also explained that we do not want to be at the mercy of Sunrun and their horrible "customer service" for the next 25 years. So now that it is installed, we are getting the run around, regarding ae buy out. Dejuan in the management team, told us to call Customer Care, Customer Care told us to call Dejuan in the management department. This whole thing is unacceptable. If they do not agree to the buyout, we will have to go to Arbitration, which is fine with us. I will show them the agreement that my husband signed and the clause stating that they are past the 180 days agreed to for installation. I will show them our trust, which the property is held under and which states that I am also an owner, but that I did not sign off on that agreement. I will bring the 8 months of electric bills, showing the losses we have incurred because the system was not installed in a timely manner. I will tell of the lies we were told and the fact that we have been passed over to several different management teams within the 14 months, which I am sure, contributed to the chaos and the delay in completing installation. We just want out from underneath Sunrun's leaky umbrella. They pass the buck, they lie and their customer service is awful!

Horrible service and even worst Customer Service

This is the worst experience I’ve ever had with any company! Avoid them at all costs! Since June 2023, we are still awaiting for the completion of the installation of the solar panels. They keep telling me that they are waiting for the City to come inspect. Finally, the City of Chicago comes today to do a final inspection and a SunRun inspector also came before the city arrived and said that we will automatically fail the city inspection because the necessary work that should have been completed prior to the city’s visit was not done. I have been exceedingly patient with this company, but I am now determined to find a solution to this predicament, as it has been nothing short of a headache filled with ongoing issues from the start. My experience with this company has been extremely disappointing, as they have failed to complete the required work for the inspection to be successful. The solar panels installation remains unfinished, and there are metal poles scattered throughout my backyard, with no one returning to finalize the job. I need to speak with someone, this company either completes the installation or they can remove these panels from my roof! They do not return calls accordingly, they give you the runaround when there’s an issue. We will definitely be in court soon. I have yet to see the benefits of having solar panels.

Very poor customer service and product support

My solar panels have been down since March 15th, 2024, and as of October 24th, 2024, Sunrun still hasn't been able to install working panels. A solar company that cannot provide or install functional panels for months, with no clear timeline, is incredibly disappointing. The lack of accountability and inability to resolve this issue speaks volumes about Sunrun's reliability. I cannot recommend a company that leaves customers in the dark for such an extended period.

Paid more than LADWP. Sales agent unreachable.

It's really saddening that I got myself into signing up with this company. When all docs needed to be signed, they would rush you. Really rush you. But again, my bad, I overlooked the monthly payment because trusted them, thinking I would get a good deal. I got my roof fixed - which is a necessity before installing the solar panels. The project was so rushed that they installed the roof in the hard rain. The first monthly bill came and I ended up paying more than our usual LADWP charges. Reached out to the sales person Louie Gutierrez - he was very difficult to get to. We were able to get in touch with multiple case managers, one was able to process a $500 credit but when asked about the referral bonus, no response even after 3 emails. Disappointed with how they are very good in selling their product yet I don't see the financial benefits of having solar panels installed. As of current, I have reached to speak to anyone from this company in efforts of lowering our monthly bill but to no avail.

The Sales Team should be in Politics!

I have only been a 'customer' for Sunrun for a month but when I was considering going with solar and using this company in particular, I met a few times with Jamie, the regional manager I was told, and then Alex and Kevin, his subordinate sales team. These 'fine people' promised that I would only get a single bill for electric, and that would be for Sunrun; SDG&E would only send me a bill for my gas service. I was looked into my own face and told this! Then Kevin showed me how to work the Testla app for the solar and I saw the 'Off Grid' option. I asked about this and he said, yes, indeed, I could go off the grid and run my home only from the batteries and panels. He used Alex's phone for this (which he then dropped and had to return later for). I was excited, that I could have my home be self-sufficient, not burning fossil fuels for electric! BUT. Big but! I began watching my day to day service when it went live on 9/18/24 and noticed that my panels were not able to charge my batteries over about 48 percent! I was, like, how come my panels can't get more power to my batteries? I contacted Derek, my Sunrun liaison, and he told me that I could NOT go off grid, that it was illegal, and I was, like, WTF? I was told otherwise by Jamie, Kevin and Alex! He then told me how to go into the self-sufficient mode so I could run my house at night from my batteries and so I decided to try this. Well, my batteries NEVER went over 48% except for one 3-day test period where I ran my home from the grid in order to get my batteries charged to 86%. Then I switched to self-sufficient mode. Within 2 days my batteries were down to 20% and I was running off the grid. I grumbled and decided that to do what needed to be done, I would need more panels to charge my batteries. So I spent all of last Wednesday afternoon, 10/16, on the phone with Sunrun trying to get more panels put on my home to fulfill my needs. I was transferred to different departments 11 times, twice to the battery department (which indeed determined that my Tesla batteries were in great shape but my panels were too feeble to generate a good charge), 4 times to the panel add-on department (they could NOT fathom why I needed more panels, surely it was a battery problem), 4 times with customer service and a final call to Kyra, presumably a manager. She said I needed to talk to Alex, that she would ping her number and that she would HAVE to contact me, Alex would have no choice in the matter. Well, Thursday and Friday passed, nothing from Alex, gee, imagine that! Then, today, Monday, 10/21, I called Sunrun again to talk to Kyra, only to find that the man I talked to, Raul, could not find a 'Kyra' in his directory! Frustrated, I explained the situation, was told that I had no choice but to run from the grid and 'sell back UNUSED power for credit', I said, what UNUSED power? I have none! I then talked to a supervisor, Esteban, who patiently tried to explain that I was stuck. I said that, with the monthly Sunrun charge of $167 plus the electric charge of $67 from SDG&E for what I was drawing from the grid, my next bill would be close to $240, TWICE what I'd be paying if I'd just stuck with the grid. Could I get more panels to make my house self-reliant? NO. Could I reduce my carbon footprint to zero? NO. Am I going to save lots of money going solar? NO!!!!! My advice, if you go with Sunrun, be sure to RECORD the sales interviews and use this for evidence of fraud if you get shafted like I am!

This is the worst experience I’ve ever had with any company! Avoid them at all costs! We’ve had them when it was Vivent, then Sunrun bought them out, overcharging, no return calls, they give you the runaround when there’s an issue. We recently had a generac backup generator installed, Sunrun came out to disconnect for the installation, then when we needed them to come out to reconnect, they want to charge me $2200 to to it! Then we’re still charging me for what the system was generating even though it was disconnected! We will be in court shortly

Professional scam artists

I am under contract to purchase a home In Hawaii. The seller has a lease with Sunrun. The experience I have had with most of the staff I have spoken with while trying to get information in fragmented and inconsistent sessions has been nothing less than frustrating. I have spoken with over 8 different people and have had unpleasant experiences with most of them. The inconsistency of information and communication has taken hours of my time. Because of this experience paired with a few friends dealings with Sunrun, I am not interested in continuing the lease and would like to purchase the equipment outright. The system was installed in 2018 with the declared value of system, when permits were filed, being $23,200. The HI tax credit for this system was $5500 paid to Sunrun, The federal tax credit was $6960 paid to Sunrun. Total credits = $12,460 . Using a straight line depreciation method over 20 years to stay in line with lease and warranty term puts the system valued at $16,540 in year 7, which is the lease year the contract is currently in. Taking this depreciated value subtracting the tax incentives already collected by Sunrun, puts the value at $4080. This is what I believe the fair market value of the system to be per the contract, specifically section 4.c. Purchase Price. The purchase price will be the fair market value ("FMV") of the Solar System at the time of the purchase. Sunrun will determine the FMV of the Solar System by hiring an independent appraiser to estimate the value of a comparable in-service photovoltaic solar system in your state and Utility service area. This valuation will take into account the Solar System’s age, location, size and other market characteristics such as equipment type, service costs, the value of electricity in your area, and any applicable Incentives. My simple analysis above takes into account the most basic of these principles and would be further decreased if size and equipment type is taken in the mix with the significant improvement and advancement of PV and battery electricity since this system was installed 7 years ago. Sunrun started by offering a purchase of the equipment at $22k, which is the original value of the equipment and doesn’t take into account the tax credits (incentives) they received nor depreciation. This huge corporation is taking up huge chunks of state and federal tax rebates that should be going to consumers. Then they are not passing them on to consumers. They are clearly unethically running a business to take advantage of people’s lack of knowledge around solar.

What a company so disappointed

I am from Arizona and our heath weather can be up to 120F, my sistem wasn't working since July through October, the only reason why I knew my sistem wasn't working was because my electricity bill were more then usual from 400dll to 900dll I call the aps company and they told me my account was working more times then usual. So I call an electrical person to an inspection on my house he charge me 150dll for it. Nothing was wrong, next month my electric bill were 950 I call again to the aps company and they told me my panel stop working since the las day of June. I call sunrun company and they told me was true and until I call them they start working on it, they told me my contract have a policy saying the sistem when is no producen kw they will give some amount for the kw wasn't produce and call back to them when everything were working so they can calculate the amount. Now I have a bill from aps of 2,700dll for this 3 months and they telling me is an case on this 2 years the sistem stop working the 10%of the time

This company is a joke

They were contracted in Feb 2024 to install 2 systems. One is up and running and the other they are unable after 8 months to complete the installation. And the for the system that is actually up and running the contract price changed in the middle of the billing cycle with no explanation of why it happened. This company is farcical. I suggest to go with a more competent company and I regret my decision to work with them!!!!

Here's a fun update about my new solar panels. Back in August they finally got everything online. Someone was supposed to come out to set everything up and show me how to run it. Well no one came out I tried to figure it out but I can't even get the battery to pair with the phone. I called Sunrun to ask them when someone was going to show me how to run the system. They tell me everything is working fine I'm off the grid and done with Edison. Cool I'm good then. My first bill from Sunrun will be Oct 16. I get the bill from Sunrun and guess what I get a bill from Edison for over$300. WTF!!!!! I call sunrun and all the dumbass there can do is give me the number for Tesla. Really I'm supposed to do all the work? I called the salesman who sold this crap to me and he was able to figure it out fairly quick. Here's were it gets really freaking stupid. When they set my system up the set it up so my power went to Edison. So Edison was getting my power for free and then I get to buy it back from them at their freaking high ass price and i also have to pay Sunrun for the convenience of getting screwed!. Update talked to a second customer service rep. She also said they couldn't do anything until I call Tesla and get an access number. After arguing with this person for awhile all I got was I had to call Tesla and get an access number. So I call Tesla and I tell them sunrun said I had to call you to get an access number. He literally ask for what and no you don't need one you're already registered. Tesla was able to show me how to read the app and explain how the system had been dumping my battery to the grid and that my system couldn't even handle my usage. 80% of my electricity is coming from Edison. Now I call customer service armed with even more knowledge of how they have screwed this up and all I get is hold a moment, your using to much power. I kept asking for someone to come out and look at system and find out what's going on. (This is all there equipment) all they say is I'm using too much power. She puts me on hold again comes back reading a script. I kept asking for a supervisor she kept reading the script. Now I lose it and I'm cussing this moron out. Nothing then she stops reading the script and starts hello are you there. Hangs up. They won't even send someone out to look at the damn system.

Terrible Service

The project manager on the installation dropped the ball several times. Fast forward to getting the solar panels to work and a hurricane causes a leak in my roof where the solar panels were secured to the roof. I have a 10 year warranty on the roof through Sunrun that expires in 2032. The claims department called me to tell me to contact my homeowners' insurance. I told them I don't have insurance so they sent me to their partner company Sunsystem/Novasource which will take a week to call me back to even give me an appointment. Meanwhile my neighbors who went with different solar companies are already getting their roofs repaired. DO NOT USE SUNRUN!

Liars

Pesimo servicio ofrecen, me contacte con ellos desde abril 2024 para poner paneles en mi casa, fueron y me explicaron segun ellos bien como manejaban todo y con que compania de luz trabajaban. La instalacion y la firma de contratos fue rapida pero luego tardaron hasta agosto en activarla porque segun no habia llegado un papel para autorizar la activacion de los paneles, osea fueron 4 meses en los cuales desde la instalacion nunca se movieron si no hubiera sido que estuve llamando y preguntando nunca me dieron updates. Ahora mi sistema desde agosto esta funcionando y ahora que me toca mi segundo bill me informa Ambit que esta asociado con ellos que tengo que pagar este mes de luz osea son los $225 de Sunrun mas los $136 de Ambit osea mas de $361 por mes, me contacto con el representante y me dice que tengo que estar pagando de aqui hasta verano del 2025 asi porque el sistema necesita produccion y que porque asi me estaria ahorrando en los siguientes meses, del siguiente año osea no veo de donde me estoy ahorrando y adicional como le dije al representante eso nunca me lo explico el donde yo iba a pagar todos estos meses osea dos bills, la compania ha sido demasiado poco professional, el representante no brindo la informacion correcta lo que me presento fue informacion acerca de los meses que ya segun me ahorraba nunca que iba a pagar dos bills dos cuentas. Estoy demasiado molesto y disgustado con su compania. Nunca los recomendaria, es mas no entiendo cuando el sistema ya hizo produccion porque tengo que pagar algo que ya los paneles hicieron y estoy pagando a su compania porque permiten que la gente pase por estas cosas osea segun es para ahorrar no me estoy ahorrando nada, mas bien quede peor tengo que pagar mas dinero de lo que pagaba en mis billes They offer terrible service, I contacted them since April 2024 to put panels in my house, they came and explained to me, according to them, how they handled everything and which electricity company they worked with. The installation and signing of contracts was quick but then it took them until August to activate it because according to what they had not received a paper to authorize the activation of the panels, that is, it was 4 months in which since the installation they never moved if it had not been that I was Calling and asking they never gave me updates. Now my system has been working since August and now that I have my second bill, Ambit informs me that it is associated with them that I have to pay this month for electricity, that is, it is the $225 from Sunrun plus the $136 from Ambit, that is, more than $361 per month, I I contact the representative and he tells me that I have to be paying from now until the summer of 2025 because the system needs production and because this way I would be saving in the following months, the next year, I mean I don't see where I am saving and additionally how I told the representative that he never explained to me where I was going to pay all these months, that is, two bills, the company has been too unprofessional, the representative did not provide the correct information, what he presented to me was information about the months that already according It never saved me from having to pay two bills. I am too upset and disgusted with your company. I would never recommend them, what's more, I don't understand when the system has already made production because I have to pay for something that the panels have already made and I am paying their company because they allow people to go through these things, I mean, it is to save, I am not saving anything, Rather, it is worse, I have to pay more money than I paid in my bills.

They'll steal and lie

They'll lie, steal and cheat. They'll make promises, then break them, your system will go down and they'll take zero accountability

DO NOT USE SUNRUN!

We put solar on a couple years ago. Our first Tru-up was $500. This year we are looking at over $3000. I was not aware there was a sunrun app and did not realize our system was not working for 4 months before someone came out to look at it and make the repairs. But honestly, $3000 is ridiculous even if it was broken! We would have been better off just paying PGE. The sales guy was great of course, but forget about after the sale. I would stay as far away from this company as possible. We trusted them because they were at Costco, but now they got kicked out and I see why. Costco does not want a bad name because of them.

Do NOT use Sunrun

They are terrible. My system was installed June 2023 and is still not working as promised. They do not understand the rules in my city. They provided inaccurate paperwork. They are unresponsive. All of these issues have caused over a year's delay. And forget the "escalation expert" I have had 3 so far and none of them have helped. I used a different company to install solar on a rental property. No problems. Do NOT use Sunrun.

Bad and unethical company

NEVER AND NEVER work with SUNRUN folks!!!! My home's annual usage was close to 15 thousand kWh/year with conserving the energy to cut the bill down. They built for us a system that was close to 14 thousand kWh/year. They kept on saying the power company does not allow them to build 100% offset. They said, "We save you a lot of money!" I ended up paying more overall cost per year after having the solar system and continuing to conserve the energy. Now, I'm stuck with a 2.5% compound escalation rate for 25 years. The worst experience and a bad deal that I was encouraged to get into. I highly recommend anyone to consider staying away from them. Facts: 1. Starting rate at 11ish cents with a 2.5% compound escalation rate over 25 years. 2. 8.4 KWH system for more than 31 thousand buyout cost with the production of 13,729 kWh estimated. In my first year experience, the actual production was 13,478 kWh. The term "don't worry, we will pay for the difference if the system did not generate enough as guaranteed. Liars!!!!!!!!!! 3. BE AWARE of the term "Don't worry, we will add more panels for you if the system was not enough for you" - BIG SCAM statement! This is how they will add 7 panels more for us by selling us at a ridiculous rate of 19 cents/kWh while I'm paying 12 cents/kWh from the local power company. And look at the buyout cost roughly 45 thousand for a total of 11 KWH solar systems. 4. The loud cricket sounds from my proof scare the hell out of me whenever the strong winds come. Often It wakes me up at night. This happens very often because Las Vegas has a lot of strong wind, especially during the winter I called Sunrun, and they said, "You will pay for our technicians to come out if we find nothing wrong with it." Here is why I review Sunrun as an unethical company: 1. Knowing that the annual usage on the electric bills does not reflect the actual usage for our home needs. They still encouraged us to sign up with guarantees and promises and built us an insufficient system. 2. I called the local power company, NV Energy, and they had nothing to do with the limits of the amount of power approved from the solar panels so that is an outright lie that the reps keep saying. I'm very disappointed in Sunrun.

Don't gwt a solar loan

Pay up front, forget a loan with sunrun. After 6 years you are supposed to be able to pay off but they make it very difficult. They Don't call back. Or you send email and no one replies. Get different purchase price depending on who you talk too. Horrible

Horrible, threatening customer service

Last year we went on vacation and the Sunrun bill was overlooked in 10 years. I have never missed a payment. I miss one payment and I have this person. Call me and threaten me that they will take me to court if I don’t pay the bill, it was unbelievable.

Interviewing For Sales Position

This company is a joke. The first time I tried setting up a time up for an interview, Jackie, whom is the recruiter, and I, agreed on a time. I received no response from her. Had to reach out and reschedule. Then, as I am sitting in front of my computer waiting to be let in the Google Meet, Mike Brennan, whom is the person that is conducting the interview, had to cancel because one of his meetings was going past the time that my interview was at. Okay that's understandable. Had to reschedule again for the 3rd time. Next day arrives, as I'm sitting in front of my computer waiting to be let into the Google Meet, 5 minutes goes by, 10 minutes goes by, 20 minutes goes by. This dude doesn't even show up. This is very disrespectful for wasting my time and playing games with me. This is a very unprofessional company and if that's how they treat potential employees, then I can't even imagine how they treat their customers. Take your money elsewhere. Stay far away from this company.

Worst company ever!!

This company is a scam do not buy anything from this company you'll get ripped off.

Worse product I’ve ever used

System has always underperformed and all they want to do is add more panels and batteries that probably won’t work just like their panels. I regularly wash my panels monthly and even had a tech come out and check the system, now it produces even less.

Zero stars. Sunrun putting elderly in harms way

We have had sunrun solar panels on our home for a few years now. We needed a new roof installed this year. Called sunrun made all the arrangements to have the panels removed, this was in July. Sunrun informed us they no longer have any technicians in our area, they would have to drive to us over 2 hours away. That’s fine, we just need to get our panels off for our new roof installation and then get the panels put back on. It took us almost 4 weeks of daily calls to SunRun begging them to schedule someone to remove the panels for us. The panels were finally removed August 30th. The new roof was completed Sept. 10th, I stared calling that same day to get on the schedule for reinstallation (knowing how long removal took). it is now October 6th and we are still waiting for someone at Sunrun to schedule technicians to reinstall our panels. When we actually get a human to speak to at SunRun they tell us they source our area out to NovaSource and we need to speak to them directly. So we call and talk to NovaSource and they tell us they are waiting on SunRun and we need to speak to them. Both companies are unwilling to help. These solar panels are on our house to keep our power on for my elderly mother who is on oxygen. This is a safety concern. No one at SunRun or NovaSource seems to care or be worried about helping us resolve the issue. But SunRun has had no issues taking the monthly payment for our lease. We just want to get our panels Reinstalled on our roof.

customer service

for about 8 years there was reliable good production, for the past 2 years the system has performed poorly and was eventually determined to need a complete system removal and re-install. A new design was approved the old system removed and the new system has still not been installed and communication from Sunrun is non-existent. Also noted is that the old system panels were left in my driveway, now 6 months and still sitting there.