Sunrun Inc.

Waiting for support

My system is not working/functioning properly. Called support and was told the technician would be available 8/26 to come out and address the issue. 8/26? Today is 7/25. It will take over a month for someone to come out. Whaaaaaaaaaaa?

Customer Services installation/repqir

From day of installation (in Jan 2020) the battery was not connected to the power outlets… I was told “ I” needed to run an extension cord from my battery into the house for my appliances! And the problems have continued to plague us to this day. One problem after another! The current problem is there is no power from battery to my home. We have no electricity for air conditioning, washing or cooking since May of this year. The heat is unbearable! It’s awful. But one of the main issues aside from having no power, is the kind of customer services we have received! There is a lack of integrity, a lack of professionalism, lack of communication and a lack of compassion. My husband and I are 78 and 85 years old respectively. And we have medical conditions that are excavated by the lack of power. Promises made that were not fulfilled, broken appointments without notification of cancellation. And failure to notify us of rescheduled appointment! Additionally, we have lost three freezers of food (hundreds of dollars of food) since May 2024. We are unable to prepare food so we had to cancel our food delivery services forcing us to eat out more frequently.

Misrepresentation, misleading and fraud

Hi I am contacting you in regards of my opened case what was opened on July 1st I still didn’t receive any call from case manager and it is July 23rd Melvin Marciano - 603-696-1686, it’s been an ongoing problem for past 6 month since panels were installed Every time I’m calling person never replies and agent is promising me that someone will be in touch with me in next 24 hours! The agent who installed and sold me my panels, mislead, misrepresented and frauded me, instead of $160 bill that I was promised I receive additional $300-$360 bill on the top from electric company, when they installing solars they signed me up for a night solar plan, which we later found out is not a buy back Program, so now I need to pay for difference, some guy Devon Webb called with opportunity to “HELP”, and he gave me 2 options, first - to be stuck with it for next 25 years and pay the difference each month and second - to add additional panels and battery but my solar payment will double and increase to $320/month for next 25 years, so I’m trying to understand how does it help me but increasing my bill twice? no one wants to talk or take responsibility, agent Brenton is not picking up the phone or answering my texts, why do I have to pay for for companies mistake? Both Devon and Brenton confirmed that agent was new and didn’t know what he was doing, being first time in Texas I need to talk to a manager, legal counsel or Human Resources, I’m reporting you To BBB and consumer protection agency Please give me a call back 832-769-7069 - Serj Best Regards Serj Behterev

Unhappy

I had my system installed by Freedom forever who is contracted by Sunrun and I am unhappy extremely with these two companies. I have not had it turned on until June 19 and since then it’s been a nightmare trying to get a hold of somebody in charge has been incredibly difficult and now I cannot get out of the contract that I have with them for the next 25 years supposedly. I do not recommend them. I don’t even have my solar established generating operating correctly and all they can tell me is that they’ll send out a service ticket and nobody calls me back. I have to continue to call them back. They do not address my concern. All they say is that it is working and that they’ll send out another ticket, do not use this company or Freedom forever

the worst company I have ever dealt with.

This has been the worst experience possibly dealing with a company. I had a friend who used them and raved so I was super excited to go green and save some cash at the same time....wrong. I think his great experience was at a time when they were starting and had quality people working and the customer service was still intact. I don't know but I do know as soon as the happy great super helpful salesperson had me sign he never got back on the phone with me and that started an endless shuffle of handing me from one new person to the next....each time having to go over everything again.....I was told it would take about 6 months and after a year I was still dealing with one issue after another...the communication in the company is non existent....nobody know what the other depts are doing so roofers, installers and technical folks have no idea and it drags on and on and because people leave so often you have to start all over again...its insanity so finally the big day comes and Im trying to just "let go" with the past but it works for a month and then stops working ( by the way they are supposed to be monitoring so they know when their is an issue and after getting a high energy bill I looked and noticed the light was not on my solar source and I called to ask and they said " oh hmmm it seems to not be working" that was months ago after many calls I finally got someone who said he works directly with the president ( he actually said that ) and I was in good hands, they came out and the guy said it was not installed correctly to begin with but it was now fixed.....a week later its out and once again im trying to get someone on the phone. The new person given to me to help me and get this settled for once and all informed me the however she was leaving on a two week vacation so it would have to wait until she returns...what company does this???? I finally wrote to the state attnys office and suddenly I get a call but that was a week ago and I have called twice to no avail and return back. I spent two hours on the phone today trying to get a person...said they would call me back in 20 and nothing.... Im going to hire an attny . I want out of my contract seeing they have not help up their end of the contract. Im still being charged monthly for a service I don't have..... all I can say is stay far far away from SunRun. they are not honest and not an ethical company.

Nurse

There customer service is bad you keep getting a run around . I know people work for a paycheck . But to not help and can’t find an answer . Sit on hold to get no where. No money back at end of the year from to electric company all lie. No power when electric goes out . There excuse is you use all you power at night ! Right don’t cook at night no lights on . Hell you can do this with your electric company . And have a generator to back up. They are lifers don’t do . Save your self. Get a generator it all lies.

Awful customer service

Our solar panels were removed 2 months ago so a new roof could be installed. For 2+ months the panels have been sitting on my patio so I have lost use of my yard for entertaining the entire summer. They are now telling me that my “case” has been closed out. After many calls and emails that went unanswered, I finally got to speak with a human being who told me the panels would be re-installed in another three months. ABSOLUTELY UNACCEPTABLE!!! BEWARE ALL!

Worst Service. Unethical Fradulent Company

15 days after they installed my solar is not working. They said my inverter is bad. It stopped working from July 6. 2024. Nobody has called so far or come to replace the faulty inverter. But promptly on July 17th they took my money. A fraudulent company should never be allowed to do business in NJ. The sales guy said oh I will talk to my manager but so far nothing. I spoke to customer service 4 times. No use. I was on hold for 11/2 hrs.. full of BS. State of New Jersey should take action immediately. Such companies should never be allowed to do business. Now I am paying both for Sun run and my electric company. The sales guy took his commission and literally no use in helping us. It is pathetic! I have reached out to Sun run via resolution email. Nothing! I feel like they totally ripped me off.. Can I give a negative rating? That is what they deserve. To replace an inverter should not take 25 days… also it is a brand new solar unit installed. Such a waste of our money. Please do not buy Sun Run solar! Beware they are a fraudulent, unethical, horrible company…

4 half years with nothing we have been given way too many supervisors and still here we sit with no solar running for four and a half years worse company in America

Worst company

They sell my some solar panels and fuckup my roof and never answer back and never get solar panels from this company ever nightmare Craig butler matthew and Curtis worst thing ever happened to me

Over a year and my system is still not running correctly

I regret doing business with Sunrun. We’ve had our system serviced many times over the last year. My SCE bill continues to be high and I continue to receive high bills from Sunrun even though the system has failed repeatedly. I am paying way more out than I did before having the system installed.

Dont Get Solar in Texas

I was lied to about solar and solar backup system and lost over $700 of groceries during Beryl my systems first true test. Before you get solar in Texas, here are a few things you need to know. Sunrun salesman will lie to make a sale. I was told it was a better option than getting a generator because during an outage you will still produce electricity and even got the battery backup for it so that it would be recharged by the system during the day and have power at night while the power was out. Which is a lie. during an outage your system will be automatically turned off (can't produce or recharge the battery) so once the battery is out your system is useless. Worse enough I have been paying two electric bills for two years now hoping the situation would change. My lifestyle didn't change, I didn't add any new appliances I haven't changed my consumption. Sunrun has told me the system is producing what it was made to produce that's 120% of what they had during installation. But I still get a $300 electric bill. They asked me to pay for more panels which I turned down. If they had planned for 120% of my consumption. I don't want to play this game anymore and would really like a resolution as I continue to throw away my hard-earned cash at a useless system. Which does not do the two primary things I got it for. Savings and backup.

Terrible customer service

SunRun is my biggest regret ever! At first I thought it was due to staffing issues but now I think its just terrible customer service. Since the day I signed the contract I have had nothing but trouble. The tech's that come out are personable and seem to know what they are doing to have the problem happen again and again. Poor communication within the company. Go with someone else!

Re-instal

If I can give no stars I would give no stars. I had my panels removed in Oct 2023 to repair my roof, it's July 2024 and I never get any updates from sunrun. Each time I call they tell me they will contact me back with an update, they never do. I ask to speak to a supervisor and they say a supervisor will call you back within 3 days, never get a call. They say they are waiting for permits, I call my township and they said they have never received any contact from Sunrun for my property. Case manager tells me she will call me that day with an update and never calls back, not that day not the next day, not the next week, not the next month. This has to be by far the worst company. Customer service is below zero stars if you can give that. Just a horrible, horrible horrible company.

Total scammers

They try to get you to lay 60,000 over 25 years for a system that’s worth 20,000!

Without integrity or accountability

Terrible company. They lied about a $2,500 rebate, lied about retaining excess electricity, and refuse to take accountability. They punctured my corner vinyl on my house during install. They did not install snow gaurds on their panels - sheeting snow has since removed my gutters. The sheer force of hundreds of pounds of snow falling at once has also cracked my drywall & ceiling. They refuse to acknowledge ANY of these problems, and their multiple locations do NOT return phone calls, text, or emails. Avoid this place like the plaque. Refuse to send your enemies here even. You can build what they offer for only a few thousand dollars. Most systems are plug & plug.

SUNRUN SUCKS!

Ever since I started with SUNRUN in 2018, it started out as a scam because they hired a third party company (FLUENT SOLAR) to come to my home who knowingly signed my name to a contract with a computerized signature. FLUENT SOLAR claimed I would get free solar since I'm a veteran. I believed every word so I trusted them. Before I knew it, I was under a 20 year contract because I started receiving notices from SUNRUN and then I spoke to someone. Initially, my solar wouldn't work properly for about a year because FLUENT SOLAR was maintenancing my solar. I discovered they were sabotaging my solar so it wouldn't work. Once I figured out what was going on, I called SUNRUN and told them that FUENT SOLAR is no longer allowed to service my solar and that SUNRUN has to. Since then, I feel like SUNRUN has been retaliating against me over the years because I held their hand to the fire and forced them to make things right. They've made it hard for me to get a battery backup over the years, claiming they couldn't add it to my home after the solar was installed. Many times, someone would come to my home, only to try and sell me more solar when they claimed I can now get a battery. What a joke! In 2021, I had to have my roof refinished. SUNRUN charged me $1300 for the removal and reinstall of my eight solar panels. I discovered I have to have my roof redone again due to the bad storm we had in January 2024. I requested the removal and reinstall of my eight solar panels thru SUNRUN and received a new quote for $1680. The problem I have with this is the fact that my roof contractor showed me what SUNRUN charged his other client to remove and reinstall 24 solar panels. They were only charged $650 for the removal and reinstall for their 24 panels. That's why I believe they must have something noted in their system so their workers know to screw me over.

I just finished talking to Sunrun and was telling them about how dirty their panels were and that they needed to come out and clean them. They told me that it was not free that it would cost me $15 per panel for them to come out and clean them. I told them I am not going clean them. They are not my panels they are their property and they need to take responsibility for them. I have not liked this product or company since six months after they put them on my house and the nasty part is I am stuck with them for 20 years. Stay away from this company they are a total rip.

Horrible experience

No solar production for a year, then Sunrun ruined my roof when they removed the Trina solar panels which failed (cheap panels - surprise, surprise). Now they want to bully me into signing an agreement to let them put up the same cheap panels.

I'm a senior citizen who feels duped

I feel like I've been duped by this company. I'm a disabled senior citizen, and at the time they approached me, I was in the early stages of trying to improve my expenses to fit with my new fixed income. The sales person made it all sound like pie in the sky. But, it took me a year of paying their monthly fee to realize I'd been duped. My electric company is a co-op. I'm not able to change electric companies but, in all honesty, I now realize they are the best thing to have. My electric bills are only very high in the heat of the summer. In 20 years, the highest bill I've had was close to $300. I live alone and try to keep my electric cost down. However, I'm now paying minimum $227 each month. Why are they leasing me a solar panel system that is going to increase my monthly cost for electricity? My average monthly electricity was $116.74 per month. Yes, some months were higher than others, but overall where is the benefit of having solar panels? You can't tell me the salesman didn't realize I was being duped in order to make the sale! How do they sleep at night when they are taking advantage of me and people like me? This is so unconscionable it screams of preying on the elderly. Now I'm trying to stop this madness and they are telling me I have to pay over $34,000 to cancel my service. I trusted the salesman who preyed on me and they want me to pay them over $34,000 to remove the solar panels that are only a year old and can be reused. If I can't get a resolution to this situation, I'll be contacting a lawyer about this problem. DO YOUR HOMEWORK! TALK TO YOUR ELECTRIC COMPANY ABOUT WHETHER SOLAR PANELS IS A GOOD INVESTMENT FOR YOU, BECAUSE YOU CAN'T TRUST THE SOLAR COMPANY TO BE HONEST!

This company is a scam

I bought a house and this company took my signature and put me in a 25 years contract without my knowledge. They make me sign a "transfer contract" so that they can provide me with the information of the prior owner. The old house owner didn't know he was in a contract, his realtor didn't know he was in a contract, the tittle company didn't know he was in a contract. I gave them a couple of days to work a deal so that I can keep the solar panels and they keep saying that is only for "new customer", I am a NEW CUSTOMER. They are all rude over the phone keep harassing my wife phone even though I am asking them not to contact us any more. I am looking for a reasonable attorney that would help me handle this case.

Worst company ever

Thanks a lot sunrun said no one. For once again giving false promise. If I could give negative stars I would. After 5 years with sunrun and a massive true up bill and having to reset breakers in my house every hour or so in the summer time after the install. I decided to give them a chance to correct there problem before pursuing legal action but to no surprise I was given nothing but empty promises. I wish I could upload pictures to show what has to be done to hopefully keep my breakers from going out. Find it funny when I sign your contract I am give a certain amount of time to cancel but you can just cancel whenever you like. I would expect I will see a response to reach out to customer care and I will but nothing will come of it but false promises again.

Hidden Rates for removal for new roof

Shit service. $5000. To remove and reinstall on a leased system. My boss and buddies from work went with the other big competitors and have a $250-$500 dollar removal and reinstall fee for the purpose of installing a new roof on their home. This really BLOWS! Considering breaking the contract and going with the other guys!

Inferior products and poor customer service

So unhappy I went with sonrun. I have a 3 year old system which now requires my 4fh warranty service call. Getting them to respond to my needs is very frustrating and nearly impossible. The micro inverters they used on my system are crummy. Each year at least one stops producing. My system has 25 and I am now in need of another replacement.I hate to think of the expenses I will encounter after my 10 year warranty expires. USE THIS COMPANY AT YOUR OWN RISK!!!

WORST COMPANY ON EARTH

This company deserves ZERO stars. I have been trying to reach someone regarding removal of the panels so that my roofer can install a new roof. NO ONE has called or emailed me back despite multiple attempts (more than 10 times) to get this service scheduled. This has been going on for several weeks. I have NEVER experienced such POOR customer service in my life. Sunrun apparently just wants to collect its monthly fees and is absolutely not interested in providing any customer services whatsoever. It is obvious that money and profits are the only thing Sunrun cares about. It is mind blowing how little they regard they hold for their customers. It is equally stunning how such a pathetic company was able to become the country's largest residential solar company. I'm certain there are many third-world companies worldwide that are providing infinitely better service than Sunrun. NO ONE COULD POSSIBLY BE WORSE. There is a very good reason why Sunrun consistently gets abysmal ratings on multiple consumer rating sites. Any 5-star reviews are highly suspect and are likely posted by company employees. I am completely regretting ever having heard of Sunrun and urge anyone considering signing up for Sunrun to AVOID SUNRUN LIKE THE PLAGUE. You'll thank me later. Trust me.