Sunrun Inc.

Sun run complaint

My cousin had sunrun installed. In 2019 And has had nothing but problems with it since it was installed with leaky roofs, people not coming out to do the proper fix getting somebody to contact her regarding it. She is now contacting the Attorney General and Call Kurtis at CBS channel 13 in Sactamento and having a private investigator look into the company and these issues.

SCAMMERS!

Sunrun’s sales rep Kyle Marshall lied to my face! He assured me that if my roof is old Sunrun would replace it at no cost to me prior to the installation of solar panels. Based on this assurance, I signed a contract that same day. A couple of weeks later I received a report, stating that my roof is good. Now, only a few months later my roof is leaking! I have reports (with pictures and drone video) from 3 accredited roofing companies who clearly show that the roof has multiple cracks, missing and broken shingles, exposed roof nails, there are numerous spots with algae and moss, indicating that the shingles are letting water get through, etc. It is absolutely clear that the solar panels should never have been installed on a roof in such conditions. I have exchanged several dozen text messages, emails, and phone calls with Sunrun’s so-called “customer support” who are openly rude and unhelpful. After 3 weeks of daily messages on my part, a case was finally open. The case manager, Judith Jordan, had the audacity to tell me that there is no leak in my home! Even though I have proof to the contrary from 3 roofing companies! Now Sunrun wants to charge me to remove the solar panels; panels, which should not have been installed in the first place! I have spoken with several other families in the neighborhood, who have signed with Sunrun, and they all confirm that the same has happened with them – the sales representatives would offer to replace the roof and even cut down nearby trees to maximize access to sunlight, but once the contracts were signed, none of this has been done. This is a clearly established pattern of misrepresenting their services. Additionally, Sunrun ignores / doesn’t warn the property owner of the poor condition of the roof, because later, when damages occur, Sunrun can charge the house owner extra for removing and reinstalling the panels. This is not simply negligence but an intention to defraud! Frankly, it borders on extortion! I am filing complaints with the county and state division of consumer affairs, and with the BBB. Sunrun’s dishonest and predatory practices, and abusive behavior to their customers should not be allowed to continue!

Roofing

Not a good experience overall had lots of problems. They gave me a quote to roof my house but not the whole thing and don't make that clear what's so ever. Not only that thier roofers damaged the part they didn't roof and I now have a leak. Do nor recommend this company at all will infante be telling people from here out to go elsewhere. Smh.

Mrs. Gonzalez

Panels was put on in timely mater however was told only will have one bill that will be sunrun solar panels and for that reason sunrun solar panels will be high. Now I’m paying the Atlantic City bill plus the solar panels that is more than my regular bill. Plus just was told of power goes off I will stay without power too. Not the truth and bad customer service with lies and lies just to get people.

Employee stealing

On Thursday a technician came to our house to install the motherboard and smoke detectors. I was alone in the house with the family dog, so when the technician came into the house to install smoke detectors inside I had to stay downstairs with the dog to keep him out of his way. The tech couldn't have been inside for more than 10 minutes, but later that day I found my nightstand had been searched and $300 in large bills (tucked away in case of emergency) was gone. The technician rifled through my stuff and stole from me.

They always have a lame excuse

Today I realized I was not producing power because a breaker had tripped. This happened last year and it was 3 months before I realized information was not being sent to SunRun or PGE. Today while checking my activity, I noticed no stats since 03-13-2024. I checked PGE site and no power was being reported. I went online and chatted with SunRun and a very polite women chatted with me. First she asked me to check my control box to see if there was a green light on. My box only has three array breakers. We have an electric meter like a typical utility meter below the solar control panel. It was dead with no production registering. I flipped the three breakers off and back on. Still nothing. Next I opened our service panel for the home and noticed the SunRun breaker was tripped. I turned it back on a production resumed. I explained that to SunRun and was told they could not come to my house for a 9 days. The fact I had to tell them confirms they do not monitor production. They didn’t do it when i wasn’t producing for three months so why should I expect them to do it now? I pray for the day my solar lease is up and they get out of my life for good!!

Biggest scam out there ! They don’t give enough batteries & they say they give u more then u need lol lies and never mentioned a back up battery and that’s not to mention the back up abbyery I’ve been having issues w them since day one & now Gilbert won’t answer my calls … don’t do it

Personable technicians, dreadful customer service

When approached by the salesforce, we were told that if a panel wasn't working or had been cracked by a falling branch, they would know IMMEDIATELY and automatically send someone out to fix it. Over the summer of 2023 our electric bill was high, my spouse thought it was due to using the air conditioner. In September we were contacted by Sunrun telling us our system hadn't been working since May 14, 2023. A technician came out and said a part had to be ordered. He made a point of saying when it was fixed, we should ask for a credit for the months we had no service. The part did not come in until mid December 2023 meaning we had no solar service for seven months. After asking for a credit and getting a run around from one Customer Service rep to another they agreed to a three month credit - not seven. So what happened? They not only took the payment from our checking account, they reduced the credit by the same amount! I had to call several times and honestly, no one seemed to understand why pulling 113.00 dollars out of our checking account AND reducing the credit by the same amount was double billing. My husband died recently and now they are claiming there is a problem with checking my credit. I have a very high credit rating. Every credit card, bank, phone, utility, cable, wifi company immediately changed to my name - except Sunrun. Now I am waiting - was told they are having "trouble" with their site. If their Customer Service was one quarter as good as their technicians, I would be a happy customer. It has become clear why the repair tech reminded me TWICE that I would have to ask for a credit - he knew - and even then, it was not for the full time I had no service. Extremely disappointing.

Miss lead and over selling sales person

We have had this system for 6 years and it sucks. Under produces poor insulation and the salesman way over promised and over sold their services. We have to have our panels removed due to a roof replacement. $8100. Absolutely crazy. Then if you chose their service or attempt to hire a 3 party they make you sign your life away and forfeit your right to any legal action and warranty. And you’re going want to test the warranty cause the equipment SUCKS. Customer service is non existent. They collect money quick and answer questions and have you sign your life away to make them more money. But that’s the end of the line. Stay far far away

CROOKS

They are very misleading in fooling homeowners into those loans. DO NOT, I repeat DO NOT believe them when they tell you that solar panels increase the value of your home. Or when they tell you that you can easily transfer the panels to new owners if you decide to sell. Actually, most buyers NEVER assume the payments and SunRun will put a lien on your house that you have to pay at closing. They are crooks as we never knew the actual dynamics. These panels add zero value to my home, in fact, they are taking $33k out of our pocket. RUN don’t walk away from SunRun. Kick them off of your porch when they arrive!!

Scam artists at work

Please be careful. Sales reps of any kind can do whatever they want with your contract for financial gain. This includes adding things you don’t need as line items. Don’t be swayed by the nice guy routine, and constant pushy tactics to convince you to sign. They are just looking to make a profit at your loss. Good product? Maybe. But at what cost? Research your sales person online. Did they ask their supervisor to help you with something? You sure he’s not THE supervisor??? I did not go with SunRun because I was smart enough to know that something was wrong and I researched the truth about the supposed “extras” and the rep himself. (His own LinkedIn page gave him away! He was the top supervisor!!!!). When I canceled my contract because of things above, I discovered later that my sales rep never actually canceled it. Permits were pulled. I reached out to him to be sure everything was canceled. He tried to guilt me, saying he would be held responsible and would have my permit fees taken from his paycheck (lie) and that my permits couldn’t be changed for six months (lie). At my request my town canceled the permits the next day. Turns out, this is common in the industry. A good company will help you get solar with no strings attached. The price will not magically go down. What they quote you, when they quote you, will be accurate. There will be no additional line items. They will take their time and not push you. No additional cold calls to your house to “check up” on you(r decision). They will pull permits when you say it’s okay and it will take awhile. The truth is that solar panels will cover most of your electric bill and sometimes you will still owe money to Eversource. It takes a while to collect energy to the grid. SunRun will oversell you panels so you will pay them heaps of money for energy you don’t need. The panels overproduce which you may think is great, but you actually are paying for it either way! This is actually illegal in CT. Bottom line? Do your homework! Don’t believe everything they say. SunRun has some wolves working for them, in sheep’s clothing. This I can say with confidence.

We inherited this system and we were promised lower monthly bills and we would not have a big bill to pay PG&E. All lies. Sunrun monthly billing has gone up every year abd our PG&E monthly bills are in the hundreds. At the end of the year we end up with a yearly upcharge in the three to four thousand range. Making our yearly expenses in the eight to ten thousand dollar range. Sunrun is deceptive and has hidden fees. Not a good company to do business with. Stay far away from these thieves.

charging

I experienced a very bad feeling with the accounting policy. The system installed on last October, but because of wrong proposal, the system was not working, even they received PTO, nobody comes to turn on the system, after find out the problem, the whole system is installed at Feb. 22, 2024. Yet still no one come to turn on the system, after contact the sale person, with his instruction I turn it on myself. But when I receive the bill, they started to charge me from November last year, even though the system is on only one month ago. I need to emphasis that the proposal was proposed by their staff, so they need to responsible for any problem that created during the installation process. It is a very bad company policy, I emphasise on company policy, because all the staffs I contact with are very nice.

Want to charge me $2,220 to remove and reinstall the system to repair my roof which they damaged during installation. Takes weeks to get someone to call you back from the escalations team. Judith Jordan is the person handling my case has 0 empathy for my issue. I really regret getting 2 systems from them. Stay away from this company I beg you.

Sunrun Horrible Service

Since our solar has been installed we have had nothing but leaks. First, they installed the solar without pigeon guards which were promised. They came out and installed the pigeon guards, without cleaning the Spanish tile rough. Then our rough leaked in multiple places. They said it was due to pigeons droppings piling up and causing water to pool. They came out and cleaned it as "best they could". During this last rain storm, we had multiple leaks that leaked through a master bedroom closet and down through the first floor. The technician came out and said they would come out to remove the solar, re-paper the roof, fix the broken tiles, and re-install. On the day of the appointment, they didn't show. Called Kylie and she said "the appointment was changed to two days later without her knowledge. Two days later Tech shows up and says we are only going to patch where it is leaking. So frustrated!!!!!!!!!!!!!!!!!

Worst company ever

The worst company,worst customer service,worst services.the sales team are trained to lie.

No sun here just clouds!

Sunrun solar deserves negatives stars to be allowed on the rating system! One is far too much for them. Panels were installed faulty/incorrectly/negligently causing water damages over $30k to my home. While they accepted fault, agreed to fix all in writing, they continue to push off to the next “escalation” person doing absolutely nothing! They took weeks to tarp, which was done wrong causing more damages, took panels off then retarped(water still coming through) They tried to send a shady contractor to do a $15k patch job on a 3 min walk through of my home, no documentation, did not go on roof or in attic) he wanted to patch over wet drywall amongst his list of repairs! All to avoid using their insurance claims to avoid deductibles and possible higher rates. When we called them out they said we can use our own contractor! We committed time and energy to get 3 thorough and competent bids. After relentless pressure they offered to write a check for one of the bids then backed out. They are breaching their own contract and not upholding their own warranty. With the water damages, the mold possibilities are there as well as the asbestos. I am disgusted and outraged at such a wealthy company providing such low level customer service. The CEO has been non responsive to multiple messages then blocked me on social media from tagging or messaging her. This company has no moral compass nor provides the service they claim to. Misleading and lying to the public. Today still 7 weeks later, my house sits tarped, still leaking, my panels sitting on the ground and my bill higher now because I’m generating no energy!

Disappointed with Sunrun

I regret to say that my experience with Sunrun has been nothing short of a nightmare. I opted for their solar panels with high hopes of saving money and reducing my environmental footprint, but the reality has been quite the opposite. First and foremost, the panels provided by Sunrun have failed to perform up to the specifications promised. Instead of seeing a significant reduction in my electricity bills, they have remained stubbornly high. It is clear that the panels are not generating the expected amount of electricity, leaving me questioning the effectiveness of the system. To add insult to injury, when I reached out to Sunrun to address a current issue, I was met with indifference and unhelpfulness from their customer service team. Long waits no follow up with my prompting. It is incredibly frustrating to be left in the dark (both literally and figuratively) by a company that claims to prioritize customer satisfaction. As if the above issues were not enough, I was shocked to discover that Sunrun was attempting to price gouge me when I inquired about having the underperforming panels removed for a roof repair. The quoted cost for removal was exorbitant, making it clear that Sunrun has little regard for the well-being and financial interests of their customers. In conclusion, my experience with Sunrun has been a costly mistake. Their panels have failed to deliver on their promises, their customer service is abysmal, and their pricing practices are predatory. I strongly advise anyone considering solar energy solutions to steer clear of Sunrun and explore more reputable and customer-focused alternatives.

Worst company bad customer service

I need to fix my roof so they have to remove the solar panels. This is been so far on month and nobody helped with that. I did explain there is so much water coming inside my house and nobody want to help.

A Complete SCAM!!!!!

Almost a year and the panels are not even activated! DO NOT MAKE THE SAME MISTAKE OF NOT DOING YOUR RESEARCH ON THIS COMPANY FIRST!!!! After installing the panels and taking so long to correct their plans to be approved by the city, and after almost a year they are now requesting we increase our homeowners insurance to cover no less than a million dollars!!! We have asked the sales rep. Hector Navarro from Vivint before we even signed any documents about the insurance coverage and he assured us that what we had was fine, that there will be no need to change any coverage, so now they are not activating the system until the coverage is changed, so according to their own words we are stuck with non-working panels for 25 years! Oh! and they said that we actually have a contract with them for 25 years! when actually the sales rep. Hector Navarro said that it was not a contract, that we were just signing for the service, and that if at any time we wanted the panels removed, they would come and remove them, so Hector Navarro gave us misleading information, reassured us of things that were not true, and now the company is basically saying we are SCREWED!! And this sales rep. Hector Navarro is nowhere to be found! is not responding to emails nor to phone messages!!! This is a complete SCAM!! From the beginning with sales people going door to door selling and telling lies all the way to the whole process!!! Had I known all of this or had I done the research and read all the reviews on this company I would have never, ever, gotten their services!!! I DO NOT RECOMMEND THIS COMPANY TO ANYBODY! NO VIVINT ENERGY! NO SUNRUN! AND NO FREEDOM FOREVER!! these are the companies you are getting in business with if you sign up for these panels!!!

Worst Experience!

Signed contract 2022- Installation was for different quantity and different panels. they sent me a revised contracts months after installation for me to sign because they decided to install something different. back and back and multiple contracts signed and still no activation of panels 15-months later. customer service is non-existent. You can't get a hold of any management and they don't care. The finance company has started charging me because they paid Sunrun so they don't care.

LIARS

Being first homeowners has been a very rewarding experience Being a single income family of four we are always looking for ways to cut our expenses: I contacted Lukas from Sunrun He told me "everything" and explained most details. He said it would be easier to talk in person so we made a time to meet. Verbally, He told me that the sun will produce energy, our bill would be at least cut in half or none at all because our house gets so much sun we will over produce. My husband and I were so excited that would help us out so much financially but "what was the catch?" My family did this to save money as everyone else wants to save money in their future. Lukas said that it didn't cost anything for the panels, if we look at our national grid bill we are actually paying toward it. He said if we under produce compared to the electricity that we were using, then we would have a minimal bill. My bill $5 less than last year. I received my bill concerned why the first 2 months were the exact same. I called sunrun, the representative explained to me that in my contract I have a set monthly amount and it goes up 3% every year. It has nothing to do with as much energy that I use Or don't use it is a set amount now. That was not what was verbally said to me! Lukas blatantly lie and deceived us. He told us one thing when he knew it was something totally different. Dealing with sun run customer was horrendous, professionally. The representative informed me to write a letter of complaint that this is not what was promised. My husband called and a representative opened a case for us. Ann our case manager left a message on my husband's cell phone, since the account is under his name, along with an email with her Direct line on 12.19.23 I emailed her back, I got a response of an automated message from sunrun customer service and they will be in contact with me. From then on I would reply to her email directly. I called her direct line and it always went straight to voicemail. I was unable to speak to anyone until 1.4.24. She told me to send any of proof that I have of what Lukas had said to me. He promised me a gift card of $250 (never received) along with all the details of how much money I would be saving! I sent what I had, but confirmed that most of what he said was verbal. I got a reply on 1.19.24. She informed me that the complaint was sent to the integrity team and she could give me a one time $300 credit for the difference in our monthly bill. Insinuating we using our electricity differently….She said once our system reaches a full year, they can initiate a Home Electricity Report where they will be requesting our 12 consecutive invoices from our utility provider and their Specialized agents will be working with me directly. I did not agree since that would put a band-aide on our current situation. She then closed the case. Why would I drill 32 panels into my 3 year old roof to save five dollars, it doesn't make any sense. I am not using my electricity any different than I did a month ago. This is a clear case of bait switch. Their average response time to emails is 3 to 4 weeks. It takes weeks for them to respond to an email. So, in the end, the consumer gets taken advantage of, promised gift cards and substantial savings that doesn’t happen. It is true our house produces much energy, but that energy is stored and then sold to other consumers. If I had known that my savings would be five dollars per month. I never would have put panels on my three-year-old roof.

Glad I read reviews and used common sense before buying

I was approached by SunRun about 5-6 years ago. They almost got me until the inspector said he'd have to put a hole in my roof for safety reasons at which point the discussion ended. I wasn't about to have an uninsured hole in my tile roof that I'd be responsible for, or be forced into a lease to cover it. The 2nd time now March 2024, 2 women came to my door and talked at length about NEM 3 benefits which led me to believe I was leasing batteries and reselling energy back and that panels weren't involved. Per their request to discuss in more detail, they took a copy of my PGE bill and returned the following day. They had taken an aerial shot of my roof, calculated the sun alignments and figure out (roughly) that I'd require a 7kwh system and began writing out in long form, a comparison of my current usage and compared it to some calculations they made on the fly showing the monthly savings if I went to Sunrun. In advance of the meeting, I'd gone through my annual bills and figured out total costs, usage and averages. After looking over the numbers they'd written out hastily in table form comparing PGE to Sunrun, I noted that the savings weren't as significant as I'd hoped. They went on to claim that the rates would continue to rise, some 12-18% in the years following and that Sunrun would rise 3.5% annually for the 25 year contract period. It dawned on me that the sums I had totaled from my existing usage were over 50% less than Sunrun was planning to charge me. As my usage is split between PGE and Pioneer, they stated that I wasn't adding in my Pioneer totals and that I was going by last years rates which were 12% lower. I questioned several other things, but most notably how they had derived the future PGE rate increases and requested they prepare a spreadsheet showing all the figures to which they agreed. Before I had agreed to anything, I was told they'd send for an inspector to come the next business day and was told about the many legalities of the contract and that I had 7 days after the inspection to decline the offer. I was then put through a slough of legal emails and questions that I had to digitally sign off on which bound me to their lease program before I had ever had a chance to think it through or receive the information I requested. After they left, I looked through my bills again and noted that I had added in both electric bills (PGE/Pioneer) and that the numbers they'd given me specifically for February 2024 (after rate hike) were considerably higher than what I was already paying. ($188 vs $294). I immediately wrote to them requesting to cancel the appointment and wanted to see the spreadsheet before moving forward. In addition, I had located information on the internet that stated there would be only a 2.8% increase in 2025 and a decrease of 1.6% in 2026 - not anywhere near the 12% they were telling me that the CPUC had agreed on (CARE program rates). As I didn't hear back before 6pm, I texted them to again cancel the appointment and that I wanted to see the numbers they'd calculated in a spreadsheet form. Later that evening they did finally get back to me and said they'd have the numbers out that night but wanted to go on with the inspection despite having said specifically that I wanted to cancel it. Saturday morning after another text trying to cancel, I was informed that the information I had requested would be forthcoming and later found an email pointing to various links showing previous rate increases along with projected trends from alternate liberal sources talking about the climate 'crisis' and so on. No spreadsheet still. Complaining that their rates were still higher out the gate and promising that my home's roof was adequate, they finally agreed to cancel the inspection appointment citing they couldn't get another so soon. I kept saying that I was in no rush, and wasn't but it didn't seem to matter. They wanted the sale. I don't like high pressure sales tactics, and this is just that. Trying to rope the customer in before they have checked all the contractual dots. Like many experienced as noted in these negative reviews, many didn't get the kind of support they were promised and ultimately paid significantly more for their electrical usage either because of higher rates or inefficient or poor customer service. I worried too whether the future purchaser of my home would want the same contract or I'd be stuck giving it away though they did their best to make it sound like it was a win win as PG&E would always be higher. Not so fast.... If Sunrun was any good, they wouldn't have to go door to door like vacuum cleaner salespeople to sell you on it, much less make you sign up before you've ever had a chance to think it over. If this were a valid product, they could well advertise their rates and contractual obligations publicly and let the people come to them. To me, their sale approach is deceitful and misleading and likely untrustworthy as many have found here.

Worse company ever!!!!!!!!!

Please stay away from SUNRUN, you will be paying more in electricity and if you need to redo the roof you have to pay over $8000 dollars just to take it down .Stay awayyyyyyy

Lost my deposit

Had an interview with a representative November 2023. Paid a $500.00 deposit. Called to find out next step, no answer. Called Sunrun, was told to expect a call same day, no call. DO NOT advise doing any business with this company. Seems to be a total Sham.