Sunrun Inc.

System Failure

Our system failed (41 panels) but we only found out after installing their new App which flagged an issue. Sunrun's 'active monitoring' FAILED to notify us of the failure and when we called for service the next available slot wasn't available for 4 weeks. Despite 3 separate requests to speak with a supervisor or case manager, nobody is available and nobody calls back. TERRIBLE COMPANY. Find other options.

System Down approximately 30% of Tome

Since installation and operational in May to August of this year (2024), our system has been down approximately 30% of the time. Plus we have had to pay for full PG&E usage. This is not what we signed up for. I cannot, in all honesty, recommend Sunrun at rid time.

Awful company

First of lying about how the product works and what it covers, extra fees i didnt have with utility before. A panel goes down and takes them months to get someone out to look at it. He diagnosis it but needs someone else to fix it. More months go by no one contacts me I keep reaching out to them. Finally 2 guys show up with no clue which panel it is and mention other components needing replacing. No one has reached back out. Why am I paying them? What a scumbag company.

Bad luck or bad service?

Unfortunately I inherited the Sunrun lease when I purchased the house. First issue was a roof leak due to the mounting posts not being sealed correctly. Of course the previous owners didn't fix it, and we purchased the house a year after the 5 year installation warranty expired. Not only did I have to pay for the roof, but I had to pay $7,250 for Sunrun to remove and reinstall the solar panels. Being the idiot I was, I thought that would be the only issue, so I installed a second circuit in order to get a battery backup. The original did not come with a battery (and one can't be added apparently) so, besides being more expensive than the power company (in many cases), I would still lose power when there was a disruption from the power company. I was told this new circuit should cover all of that power shortage (I still paid around $1,000 extra to the power company per year with the original circuit) and I could put 6 house circuits on battery backup. However, this year I'll probably end up paying an extra $2,000 to the power company in addition to the new solar/battery circuit's monthly cost (no new power requirements in the house by the way). One reason is that part of my original circuit apparently shorted when the new circuit was added. It took a year and a half for Sunrun to address it and 6 months after I complained about bad power output. That aside, the new battery circuit has been a disaster too. Because the battery drains to the grid in the afternoon, it's nearly dead if/when the power goes out in the evening (happened twice in the last year). Sure, that doesn't happen often, but what does happen often (at least two to three times a week over the summer) is that the breaker trips on the new circuit when the battery recharges from the power company, which occurs during peak cost hours for some reason! That means if we don't notice or if we're away from the house, the refrigerator and freezer that I was trying to protect by keeping on the battery-powered circuit dies in the middle of the night once the battery is drained. I've asked them not to drain the battery, but it seemed to switch back automatically. If you're wondering whether it's worth the cost in any way, I've tried to match up the daily numbers from the power company to the numbers that Sunrun provide, and there's just no correlation. Anyway, I try to talk my friends and neighbors out of signing up for Sunrun if I can. In fact one time the solar breaker actually tripped while I was discussing the problems with an interested neighbor! Definitely convinced them to stay away.

Sunrun is a scam!!!

I've contemplated get solar before the covid started from sunrun, put it on hold till this past year, spoke with a representative Andrew, before covid then got in touch with him this past year to start th process, gave him my last to sce bills, was showing I'm using about 16.000 kw per year, so we got a pool this.past year knowing we would need a m bit more power, concluded we need 38 panels was told system will produce 23.000-25.000 kilowatts per year, yeah o thought that would be more that we need but we got them installed, with 2 large back up batteries that will store power in the and charge at not. Was told you should just have $30-$40 dollar bill from Edison just being connected, again yesh!! No high Edison bill, our normal summer sce bills would be around $750 - $950, starting may till about end September, this is current today's date is 9/26/2024, may last 4 bills from Edison starting from may was about $250 , June $457 , July $680 August $680 , plus trying to pay my commitmented bill to sunrun each month for $580, I just can't do it. One of my back up batteries went out 3 months ago, I get the run around by everyone in the office, I call a begged can sunrun help me with my power boll thar they created cause I was lied to when I got the system, they promise you anything goes wrong well be right there for you, now I. Stuck with a 35 year ppa lease plan that's not doing what I wad promise. And I. Paying more now before i got solar, when you call for help everyone gives you the run around, please please do your research and reconsider not using sunrun, they'll tell you everything you want to hear then ghost you. 1 very unhappy customer.

Sunrun Customer Support Nonexistent

Sep 26, 2024 If I could give 0 stars I would. I have had my solar system since 2014 and although my system was contracted through Grid Alternatives, Sunrun was the provider. I had to have my house re-roofed in May, for which Sunrun charged $5,790.00 to temporarily uninstall and reinstall the panels. Fast forward to August 2024. I now have a $927.00 electric bill. I called Sunrun, they remotely checked the system and said it was fine, I insisted they send someone out. They sent Grid Alternatives out. Long story short, Sunrun reconnected only half of the system. Sunrun had assured me I was eligible for compensation. They wanted to compensate $120.00 , not acceptable, they came back with a final offer a week later of $210.00. I also opened a case to attempt to recoup at least a portion of the fee they charged for their shoddy workmanship to which there has been no response. I have never seen a company So unwilling to take responsibility for their poor work and errors. Instead, they want their customers to just suck it up and take it.

Horrible customers service & horrible company

I purchased a property in September 2023, which had Sunrun leased solar system. The system was supposed to be transferred to my name in 2023 per the escrow company and per the 6 months payment we sent them, which they took and applied to the account. I was paying SCE Edison monthly, thinking it was total solar cost, until this month which I received a bill for $4,200. I was shocked. I called SCE & they told me this is a year end bill. I argued that regardless my bill shouldn't be this high since this house is in the desert, I used it 4 times a year & the system NOT only should be producing enough power to offset the usage but should have generated revenue as well. They told me that NO solar was produced since I purchased the property & to call Sunrun. I called Sunrun & the first lady I spoke to was rude, confused & didn't want to help because evidently, the system was still under the old owners name. I got the run around, called again & the same ting, they refused to speak to me. I got my escrow company involved & sent them all documentations to prove that they should have transferred the system to my name on 09/18/2023, BUT they failed. They screwed up and after numerous emails and calls, they finally transferred the system to my name on 09/24/2024. However as of this date, they still show the system inactive. I called again and they keep referring me to different departments. I was on hold for 48 minutes on one call, then 56 minutes the last call. Then they gave me a case manager "Antonio Mora" who has to be the worst employee I have ever talked to. He didn't want to deal with it, he didn't offer any help and kept on referring me back to customer service. This guy shouldn't be working for any reputable company. He sounded bothered by the call and it appears like he was working from home (Doge barking, etc). He didn't want to check on anything or offer any help. he REFUSED to give me his supervisor name. Sunrun says they record calls, PLEASE PULL THAT CALL between us and see how this guy treats your customers. He should be fired. I called the customers care department & I have been on hold for 26 minutes so far. someone from this company should pay attention to what's going on. No wonder you guys have horrible ratings & bad reviews. I want someone to do the right thing, take ownership of the mistake you guy's made and compensate me NOT only for my $4,200 SCE bill but for my $1896 escrow payment I made you on 09/18/2023 since you never activate the system as well as compensate me for my wasted time I spent trying to solve your mistake. I will never recommend you guys for anyone or use you for any of my other properties ever again.

1 year without service!

We just recently found out that our system has been down for a year waiting for an inverter, and when we called in to find out what the expectation was in getting our system repaired, they just told us we have no updates and you'll just have to wait for us to get the part and call you, after it's already been an entire year! Unbelievable.

RUN - you will be paying MUCH MORE for electrical use!

We have had Sunrun for 9 months (Since December 2023) and it was the WORST choice we could have made. At the time of sale, it sounded like a great idea - save the planet AND lower our cost for electricity. In fact, our contract and our sales rep PROMISED that if there was ever an issue with our solar panels, Sunrun would know about it before we would - basically stating that they monitor their system 24/7 and the customer is their priority. LIE. FALSE. Let's look at a typically Illinois summer...hot as hell by mid June all the way until September. Awesome! We would be able to "bank" all that sunshine into our 60 (yes, 60!) panels and our Ameren bills will be hopefully, gone. Backup to July 30, 2024. I get a bill in the mail from Ameren for nearly $900. WHAT?! I quickly look at our Sunrun app (remember Sunrun has been "monitoring" our system since installation, right?) and notice an error message on our panels. I look at our monthly solar input. ZERO. NOTHING. NO SOLAR. I scroll into June and realize the last time our panels worked was on June 29th - a month ago! Where was my Sunrun monitoring team that promised this would never happen!? Fast forward - 1 week later we have a service call (August 5) and it's apparently fixed. I look at the Sunrun app daily - it doesn't seem to be producing much, even on the most sunny days in August. Remember, we have 60 panels on our home and should be producing well over 100 kw per day. We aren't even close. :/ And...there continues to by a system error on our setup. Another call to Sunrun - they will be back out on September 11 to fix it, again. That's over a month away with NO solar and our Ameren bills keep coming. Did I mention I'm ALSO paying my Sunrun lease fee of $388 per month (and we don't have solar!). All in all, my best advice it to RUN. They make empty promises and their product doesn't live up to their hipe. Now, nearly $2500 later our system is error-free (for now) and I expect Sunrun to reimburse us for all this hassle and their poor product. I guess I shouldn't hold my breath. Like their repair service, it could be weeks away...maybe longer.

Cancelled Appointment

The appointment was cancelled before the sales rep arrived to my property. Stated that he needed a photo of my back yard. so that he doesn't waste my time. The appointment was for a Saturday at 3 pm. I felt he cancelled my appointment because it was 3 pm on a Saturday. Then when i said I would share my experience on social media and google, I was told I was a "NASTY Person" Which I have all the text message threads from the sale rep. After I contacted customer care service, they informed me the Sale Manager would be contacting, I am still waiting on the contact. The initial call was great, I would hire that lady on the phone who set it all up. But the Sales Rep, I would not let on my property EVER!

The technicians are amazing, solar not so much.

I needed a new roof and decided to go with solar while I was at it, but I wish I did my research. I have lost count how many times I have been without solar since I got it. I had a roof leak for at least a year that just got fixed and have gone without solar multiple times during the past year. Customer service is hit or miss if they are helpful. Communication with my case manager could definitely be better and would have probably made this a better experience. The technicians though always show up when they are supposed to and fix the issue or reinstall my solar panels and communicate during the whole process.

No Solar Again

My solar panels stopped working in March 2024. A repair person came out in April and told me that the inverter was broken. They came back four weeks later only to inform me that the inverter is discontinued, and they have been trying to get parts for it for months with no success. I called in June and they said they're still trying. I called again today in September and they told me that they can get the inverter, but it will take 10 to 12 weeks so in Sunrun time that will be 16 weeks maybe. It will be a year with no solar, and I'm still paying $163 a month.

Awful Customer Service

I've been only 2 months with their solar system and I already had an issue not been solved. I've been trying to communicate with someone that could change the setting of the system. The system is programmed to use the battery at night but, at night I experience outages and when it happens there I no enough energy to power my house defeatingthe purpose of having solar system. I called, emailed, and chatted with no solution. I'm already disappointed with this company.

Sunrun is a scam!

We were forced into an existing sunrun contract when we bought our home. A contract from 2018 was transferred to us with 36 outdated panels. In two years we have spoken to representatives from Sunrun multiple times about the inefficient system on our home. They refuse to give the option of updating it and will not service it since it is producing what the previous owner's contract stipulated. And they DO NOT monitor their systems. We were told if we notice the not producing, we need to call them! Our 1st year true up was $5000 and our 2nd year was $2500 for a moderately sized single story home, no pool, no extravagance. Sunrun has told us they have upgraded panels that would cover our needs with half the panels, but will only offer us a new contract with additional panels. They will not do anything with the nearly 40 panels we currently have. We asked for a buy out quote. They quoted $45000 without any appraisal or documentation of how they reached such an exhorbant number for an outdated, inefficient system. I have emails. At this point, we just want this system off of our home and to never deal with Sunrun again.

Awful Customer Service!

I have had Sunrun for several years on multiple properties and I regret it. I've experienced issues with two inverters going out on different properties and the customer service from their repair team is embarrassing. The first time around, it took four months for them to replace the defective inverter. It would have taken longer had I not reached out to the CEO's office. I had another inverter go out last month and it took 3 weeks just to get a technician to the house. They're telling me it's going to take 2-6 weeks for the inverter to arrive. My system has already been down for 6 weeks and they're telling me it will take 1-5 more weeks to fix. I don't understand why it takes up to 6 weeks to get an inverter when local electricians in my area can get them immediately. Meanwhile my last electric bill was $675. The repair rep only communicates by text and took 5 days and 3 texts for him to last respond. Upper management hasn't responded to me so I reached out to the CEO's office this morning but haven't hear back yet. Go with a local reputable solar company. Sunrun sucks!

Deceptive tactics/ horrible customer service

In November of 2019 I started a contract with Sunrun. Over the course of the years I was still receiving high energy bills. I was told it might take some time for the system to work to where my electric bills would decrease. As the years progressed I was still getting higher electric charges and it didn't make sense. I tried reaching out to SUNRUN and SDGE and still would not get any explanation that made sense. The in Feb 2024 a rep called me and was explaining to me that it was in my best interest to add on panels. She stressed that the electric company was be going to be raising costs dramatically soon and that I should start a new contract to avoid these excess electric costs. I only have three people in my household and have not changed the use of electricity and am still getting a bill from SDGE. Then I was contacted by a rep that was receiving several complaints from clients in my neighborhood about still getting high electric bills and when I explained what my situation I was ignored. No calls back or suggestions on what to do. Why would a company suggest adding an additional system if it was not beneficial. Now I pay more to SUNRUN than I would just having SDGE. The tactics were deceptive and was given false information. At this point I am convinced SUNRUN is a SCAM and it looks like they have done this to other customers as well. It is upsetting and hope no one has to go through what I have.

Double billing

I've had Sunrun panels for 10 years. There were issues when I needed a new roof, the communication was poor and only ultimatums made them do what they were supposed to do. Now the panels are completely useless to me. This summer I built up no KW hours and I'm paying Sunrun for the production and I'm paying PSE&G for usage. My solar production seems to just evaporate. I'm paying both entities full bills for the last 2 months. Calling either doesn't help since their equipment is "working fine". I'm not disconnecting from the grid so the panels are about to go, contract or not. I will never recommend Sunrun, Vivint was good but that's over now.

Worst customer service

Don’t even go near Sunrun. Worst company to first install they will rip you off with no consumption study. I believe they don’t have expertise to get you right equipment configuration for your consumption. Roof study they have 0 knowledge and they will just throw their equipment on customer head to earn money Then the worst part is their customer service no one care/work towards customer issues. For smaller permit they took 65 days plus just to try getting permit and even then no one communicates with customer. Whole management sucks.

No elderly family members safe from this scam!

Looking at the reviews and copy/pasted answer format for & from SunRun is not a surprise because this seems to be just how they operate! If any elderly family members of yours talk about getting solar panels with Sun Run or Freedom Forever get involved IMMEDIATELY! These companies CLEARLY do not care about taking advantage of elderly & disabled adults or those with declining cognition just to make a sale, even when said disabilities prove a "signed deal" should not have happened at all. It has been weeks of going back and forth with these companies and trying to stop my elderly family member from being harassed in regards to a deal they can't remember details on. Shame on ANY company willing to stoop to these levels!!

Poor experience

This is the wurst company to do business with. From the start and trusting the sales rep we have had nothing but trouble. It has been almost a year we signed up for the solar. We opted for ground solar and we got a contract and nothing on there was a true statement. The sales person told us because we are seniors we would not any tax credit for having it and that the state of mass will not let you produce more than you need. We offered to make a pad for the rack and panels but they refused. We told them a better way to lay the wire so they would not disturb any existing underground wiring. Wouldn’t listen to us and ruined the yard, the tree hydrangea. We had to keep calling for the inspector to check it and he denied the approval. Sun run has not come back to fix the issues and want us to sign a new contract when we don’t have a completed job . What a scam this is

Avoid at all costs, incompetent and unresponsive

Sunrun started installing my in March, but it is still not operational 6 months later after multiple installation visits to repair parts of the system and two failed county inspections followed by more repairs. Customer support is equally incompetent, with web chat only with people who know nothing and can do nothing. My advice: avoid under any circumstances.

Poor Support

Our system have issues since June where the backup did not trigger during an outage. Each tech visit has taken a month. First visit in July a communications boards replaced. The system still did not trigger on the next outage. The next tech visit was not available until late Aug where the system was reset with some new communication antennas were added. The system sometimes would not produce and the battery no longer charges to 100%. The last tech had mentioned that to call Sunrun to have the battery replaced. Now after a 20 minute chat about this issue the agent said she could not schedule a new visit and to call the toll free number to talk to the department in charge of the case. Oddly, the agent could not tell me what the O&M department was nor what O&M stood for. The above effectively means the system issue will go on for at least 5 months. Do they really expect people to recommend them with this kind of support?

Unethical company lacking any customer service.

Sunrun's solar system has been broken since July 2024. Several (3) escalation experts updated me that they have no idea when system will be repaired. Then updates discontinued. repeat of a malfunction in 2022 that took 4 months for Sunrun to remedy. (Only after filing a complaint with CA consumer protection agencies). So, lesson learned - only after filling a complaint does Sunrun even pay attention. Now, After 2 months with no power generation a new complaint will be filled. Sunrun does not compensate for months of no power generation. Worthless and meaningless warranty.

Horrible service

They forgot to install a piece of equipment on the roof for the panels which caused my room to get flooded with water. Now they refuse to fix my floors because it was only damaged in one area of the floor(over 4 laminate planks where damaged). Mind you they haven’t checked the roof plywood for any damage ( I installed the roof in 2022 completely brand new btw). Don’t use SunRun they don’t care about your property!

Still Waiting

My original panels were installed in 2017 and provided good energy output for several years. However my roof was deteriorating and needed to be replaced. A Sunrun rep reached out to me and sold me on additional new panels, a roof replacement, and a backup battery. He never told me the process for the roof replacement involved a separate unit called the R&R (Removal & Reinstallation) team. I had to reach out to them separately and get a quote for that. They scheduled the removal and then the roof replacement. Eventually they finished the new project and got the new system activated, but the reinstallation process has been atrocious, with poor communication. I was given a date in July 2024, then they were able to move it up to June, and then both dates were canceled and pushed back to September. Now the September date has come and gone with no crew arriving. I had to reach out to them to find out that date had been canceled also, and they need to reschedule again. I am very disappointed with the way they treat their customers - especially those who decided to buy or finance their panels as opposed to leasing with them. Their customer service has been horrible.