Sunrun Inc.

Poor Management VERY SLOW

Signed contract the end of July 2024. It’s March 2025 and still don’t have a working system. Poor communication. I had to constantly follow up. Very sloppy installation work where they left a mess around the install site every time that I had to clean up myself. Broken components at install. They try to blame PG&E and the city but that isn’t the delay. The delays come from their own schedulers and installers and very slow response times. I wish I had never done this. Beware.

Not meeting expectations that sun Run gave me and no response to my calks

Continuous struggle

After the first meeting with Mathias there were numerous half truths, failures to return calls and finally after 4 months of my calling and talking to numerous foreign call centers I finally got the promises filled. If the salesman had the professionalism to step in at the beginning much of the headaches would have been avoided. Instead I demanded the panels be removed and this too was ignored. Many many times . You asked and this was my experience. Does not appear Sunrun is still in Costco. I can understand why solar companies have such a poor reputation.

Such a scam!

The reps were super nice, the installation was quick and easy. Everything sounded great. For the first half a year everything seemed amazing, we consistently checked our usage and always ended up under whatever we were allotted, or estimated, to hit. Yet now, less than a full year later, we somehow have an electric bill, AND a Sunrun bill! So we essentially doubled our electric bill. Makes no sense. This is so damn wrong. Of course they just tell us we signed the contract, so now we’re locked in, to continue to be screwed for however long that is. One of the biggest mistakes we’ve made as homeowners.

My experience with a leased solar system from SunRun

My solar system was installed in November of 2012 with the first full year of operation being in 2013 and this is now 2025. It is a 20 year prepaid leased system with 20 panels and a 20 year lease. The problem I am experiencing is a gradual drop off of performance from 2013 through 2024 and what to do about it. The system produced 7202 kWh in 2013, then gradually continued to drop off to 5848 kWh in 2018 and in 2024 to 3775 kWh. The maintenance on the system has been sketchy over the years as there was no regular maintenance program by SunRun in play. It is now producing about half of what it produced in its first year and I have 8 more years on the lease. So my electric bills have continued to increase dramatically over the years as the panels continue to produce less and less each year and are not performing anywhere close to what was promised when we signed the lease. I would like to speak to someone at SunRun about this situation.

Dusappointed

First problem was discovering 2 leaks in our roof after installation. Luckily one was on our covered porch which lead us to check in the attack where the other one was. What a nightmare if we hadn't discovered it. Fortunately it was fixed. Now we have discovered that we have not produced power for 5 months and have a $600+ PG&E bill. Problem was fixed but now I'm told I won't be getting reimbursement at the level promised in our contract. The case manager Devin will not return my calls. We were told that our system would be monitored for proper production. Now the fight begins to try to recoup our loss. Very disappointed.

Terrible Billing Dept

We were billed for a removal and reinstall for our system and paid the bills in 2021 when the company was Vivent. Now three years later, we are being billed for the same work. Sunrun claims to not receiving the payments but both the bank and credit card company have proof that the payments went through. I am getting no help after hours of phone calls. The matter still stands as they say they didn't receive the money but I have proof that I paid three years ago.

Run from Sunrun

I inherited our solar panels from the previous owners of our home in 2017. Initially - not much frustration and problems. The past two years the company and the product has been basically unusable. The patter is: Panels break -- minimum of two weeks for anyone to come out and assess broken panels -- no fix available, two months go by with broken panels -- sunrun refuses to reimburse for invoices that I'm paying for the broken panels. This company is a joke. Find an alternative.

We started our project in June to date it is all installed but not running. They were right on when we were signing and now they are no where to be found. Can’t get a phone call for status just a lot of equipment and still $500 + PGE bills. They said they’d cover the bills but we have not seen a penny or any solar power. They are all talk to sell you but now can’t be found

Response to Maintenance Issues-leased solar system

I have had maintenance issues since 2018. An Enphase inverter monitor quit working. Also, production has declined, and I suspect a bad inverter. I have made numerous attempts to get this issue fixed so that I, Sunrun and Enphase can monitor individual panel production. Enphase says it is up to Sunrun to initiate the replacement process and they notified Sunrun. They have supplied Sunrun with case and site numbers. There has been no response at all from Sunrun. The sales staff and installer were good and professional, and I think in general the equipment is good. However, I have noted in other reviews response to maintenance issues on leased systems is poor.

SCAM ALERT!!!

I originally purchased my Solar panels in June of 2020 through Vivint who was later bought out by SunRun. I paid approximately $23,000 to own my panels (not lease them). It is now November 2024. I received a call from someone at SunRun stating that they are contacting panel owners whose panels are NOT under warranty and whose panels are be 'under performing' and apparently mine are supposedly under performing. The guy said he can send a Tech out to my house to assess why the panels are under performing and give me an estimate to get them up to par. He mentioned that there could be a defective <blah! blah! blah!> part but they would have to come out to be certain but I would need to esign the document for them to come out and there would be a fee for it and from there they would give me an estimate to 'repair' whatever was causing the under performance. When I looked at the document to esign I found the fee for the assessment was a whopping $645! Wait. What? So do they really mean to tell me that after paying $23,000 for the panels they're defective after just 4 years? Whiskey Tango Foxtrot! That's what I call a SCAM product! What happens if I fix them now and 4 years from now the panels are 'under performing' AGAIN? I would NOT recommend this company to anyone. Please everyone... Don't make this mistake!

Over bloated savings

I was told I would save 87% off my electric bill. After the install and after paying them their cut of $325 per month, I'm lucky if I save $50 per month. If I knew now what I thought I new when first contacted by Sunrun, I would have said no.

unorganized and poor communicators

I originally interviewed with the solar representative in June 2024. Actually, the construction company that was hired to install the solar system was fabulous. They came out here in one day installed the system. The batteries. The new 200 amp panel. They were awesome. Cleaned up their mess. I could not have asked for a better installation company. And whoever is coordinating, organizing running. This thing really has a poor ability to hire the necessary people to execute their plan. After the system was installed, took almost a month. Maybe not that much to get the city to come inspect it. I've had City inspectors on several projects that usually only takes a couple of days. Maybe a week to get an inspection scheduled. So I would imagine their internal office is not familiar with scheduling inspections even though that would be their business to do. And now we're going on three, four, five months maybe before we'll be able to get it approved by Southern California Edison. So either Edison is unfamiliar with solar systems or sunrun is unfamiliar with how to get the solar system approved by Edison. What I've been told is that Edison's greed is what's driving the bus and they want to get all that big money from the summer electric bills, which were my absolute highest this year that they've ever been in the 25 years that I've lived in this home. So it's hard for me to really give you a truthful evaluation of the system. I can't wait! Can't wait! Can't wait to find out if this system actually works or if it's just another hoax but the program seem to be right. I've been looking at getting solar for over 14 years and their program seem to be the best that I've seen that I haven't seen. So I don't know if this system works or doesn't work. I don't know if it's going to be cheaper or more expensive. I have no idea what this is going to be like once it gets approved by Edison. I don't know if somebody at sunrun needs to go to Edison and grease somebody's Palm to help get this through. I don't know if kickbacks are the way Edison works and sunrun doesn't or what and I don't approve of kickbacks. I've been in the business for 40 years and I've never ever taken or given a kickback to any of the contractors I've worked for or customers I've had, but sometimes kickbacks are unnecessary part of getting shit done and maybe Edison needs to have their palms greased as they say in the trades because they sure seem to be dragging their feet on allowing my approval to go through so I can actually experience with solar power will be like. I could say more but it probably wouldn't matter. The results is going to be the same when they get around to it whether it's January 2025 or January 2026. We're still waiting to see.

The installation crew were exceptional. After that it was downhill. With that being said I will say the first delay was on me. I had to get a permit from the city for an upgraded electrical panel that had not been permitted. This was completed in about 4 days. I left 3 voicemails and two text messages with the Sunrun technician that was working with the city for final inspection. It was over two weeks before I received a response from him and this was after I called my sales representative who then contacted someone at Sunrun. There was finally an appointment setup for final inspection and city approved. SCE signed off the solar installation in about 4 days and sent information that they approved the project. Once again no response from Sunrun regarding turning the system on until I reached out to my contact, Mark. Mark replied a couple of days later that they received the ok to move forward but it would take 48-72 hours for the system to be ready. He would give me call to go over the system and how it works. That was on October 2nd. I sent a follow up email to Mark about 3 weeks later for status. I have yet to hear back from him. Today is November 2nd. So 48-72 hours has turned into one month. This process stated 4 months ago still not complete. But Sunrun was very timely sending me a bill!

Support

I called your office regarding a billing question and the agent could not resolve my concerns. He then said he pass it on to a higher level and they would call me back. They never did.

Not happy with the installation, the panel was not configured to maintain all of the circuits that are necessary and repeated attempts to get this rectified have been unsuccessful. I have also asked to have someone come out to go over the setup of the Tesla app (I am not computer savvy) and that has not happened. Of course though, my account has been charged. Wouldn’t want SunRun to be waiting!!!! This is not the way the presentation came across and I’m not pleased. I won’t be recommending you to anyone.

I was excited to get solar power. I selected Sunrun because of Costco. I consider them a business with integrity. My solar was turned on in April. In July I received a bill from So Calif Edison for $500 . I was shocked. I called my salesman 8 days in a row and he refused to answer my calls. Finally another bill I called customer service. A very nice man talked to me and suggested I may need a few more panels. He said he would pass on my problem. It is Nov 1st and I am still waiting for someone to explain and fix my problem

Poor communications

The process of getting panels on the home was extremely quick but getting them inspected and turned on has taken months and still not complete! The process was given to a 3rd party to complete the install and inspections and SunRun expects the 3rd party to maintain comms….here’s the thing, I didn’t sign a contract with the 3rd party. I expect SunRun to run the point for all comms, regardless of who is doing the work. I even had damage to my property from the 3rd party, who promised to take care of it promptly…that was 9 weeks ago and it still isn’t resolved.

it has been six months still waiting for my system to be turn on. no updates or anything.

Customer service after installation

my experience with Sunrun initially stride it is very good. I was quite impressed with the follow-through by the customer service representatives calling, and keeping me informed every step of the way. However, once the panels were installed, the customer service representatives seem to have disappeared. I have text I have called and I have emailed and none of those forms of communication have been responded to. Apparently my system went out was not communicating with my mobile monitoring device and, I wasn’t even told why the malfunction happened or anything. Just not impressed with the follow up customer service.

Horrible customer service

DO NOT DO AUTO PAYMENT!! THEY WILL OVER CHARGE YOU AND PUT YOU TGROUGH A BUNCH OF B.S TO DISPUTE IT! YOULL STAY ON HOLD AND GET TRANSFERED FOR HOURS BECAUSE NO ONE KNOWS HOW TO DO THEIR JOB! I DO NOT RECOMMEND THIS COMPANY AT ALL, COMPLETE RIP OFF

SunRun needs to rename themselves SunRun-Around

The sales people were great. My concierge was very knowledgeable and helpful. He walked me through the whole process, came to my house and we discussed how the only area where they cannot put their "outside box" is where we are planning an addition to our home. The sales person and concierge kept in contact with me almost daily via text. The day of the install, the workers were professional and respectful. When they completed work, I looked over their work and saw the "box" in the exact location that I told them the box could not be (due to the future addition). The lead technician apologized, saying that the other location didn't work because the a/c unit in the window was too low for the box to be - they didn't speak to me about this decision to move the location. If they had, I would've told them "NOT THERE!" He then said that moving the box wasn't a big deal - that it was an "easy fix." They'd come back another day to do that since it was the end of their work day. Someone from SunRun Around would call me. I texted my complaint to the sales person and my concierge. Another SunRun Around employee called the next day to set up a date for the inspector to come. I set the date. The sales person texted to say that I signed the plans and allegedly the plans have the box in the location that they put it in. This is untrue. I told her that I was going to cancel the inspection until they moved the box. The inspector couldn't come until the box was moved. The sales person texted back that they would move the box after the inspection. That doesn't make sense to me. Why should the inspector come to inspect work that (as far as I am concerned) is not complete (because they have to move that box)? I refused to allow the inspection and cancelled it. The day of the cancelled inspection, the inspector and SunRun rep came to my house! I couldn't believe it. I refused to allow the inspection. If this is such an easy fix, then they can move the box before the inspection. I am not putting myself in a position to have to chase these people down to move a box which I was told is an "easy fix." I'm going to call SunRun Around tomorrow so they can them take these panels off of my roof. I am going with another company. This is really ridiculous.

Bad inverter and lies...

My inverter went out June 26ish of 2024. I discovered it on July 5 2024, jumped on the phone as quick as I could and they found the inverter had failed. They gave me an app of Aug 5, I at the time asked if there was sooner. Was told not at that time. I'm in California middle of the heat waves and of course ac needs to be on. I'm disabled and require my home constant. Few days later I call and try and get sooner app, I explained my situation and at that time was reassured I would be compensated for the lost power. So from there I left it alone. Inverted gets put in and things are finally rolling. Now, the reimbursement issue is back, I'm told I don't qualify. We'll, was told with assurance that it wasn't going to be an issue from another employee. Long story short they finally agree to compensate for the month of lost power. Keep in mind, I'm in California where some of the highest rates in nation are. My true up went up over 1k. Had my solar been running I could see it go up for a month typically around 200 maybe 300. So that's an extra 700 in electricity easy. There systems for 1 month compensation is 100. For those people that lease, that's not worth it. It's frankly a slap in the face.

Terrible Customer Service

We have had our panels up for over 10 years when we needed to replace the roof on our home. We made arrangements to have the panels removed to replace the roof now for a month these panels have been sitting on my back deck and SunRun has ghosted us in working to get them up and seeing about upgrading them. At this point, I’m ready to give them back.

Deceptive policies

Everything went great thru the sales and installation process. Sunrun sales and design told me how many panels I needed and that I would have a battery system that would store energy and then use the stored energy to supply my needs when the panels would not be producing. Surprise, surprise, the battery is being charged in the morning hours and then in the afternoon the panels are not producing enough energy to supply my needs, so the battery supplies the needed energy to run my home needs. Usually by 6PM the battery is down to 0% so i am pulling electrify from the power company (which is very expensive) for the next 12 to 13 hours until the next morning when the panels start producing.