Sunrun Inc.

Horrible Customer Service

Calling the customer service number is an action in futility. The agents are rude, ignorant, and complacent. I have to call every week to get something resolved. They messed up my roof upon installation and have yet to fix it over a year.

Worse company and bad customer services

I have my system installed from Sunrun for about 1.5 years. I pay more my electricity now than without the solar panel. Call the customer service to see if there anything I can do lower my cost. Previously they told me that they can analyze the electricity usage for the previous year with solar and they can provide a credit if there is no cost savings between the period with solar and without solar. The customer service told me that they will not do anything. I ask if can talk to the customer rep that I dealt with when I first got the system they say no. The customer service does not know anything. They say whatever to get you off the phone. They give me a case number for the rep to call me in two business days but the rep never call. Based on my current bill I pay almost twice as much for my electricity with solar panel. I pay for Sunrun with the lease and pay the utility company. Based on my experience, do not do any business with Sunrun. If you want solar, just buy the systems from another company. Do not lease or do anything business with Sunrun. They will scam you to get their crappy system.

No Worth it

Pay attention to this review, Sunrun Solar Company and all solar companies out there to trick you into installing solar panels on your roof whether you lease or purchase the panels. This is an absolutely SCAM, period. In all New England States, we don't get enough sun light to actually generate enough energy and save on the electrical bill that you will get every month from the utility company. They do all this calculation when they are trying to get you to install the panels, but nothing is true about it. During the winter months we only get about 10 hours of day light, during the spring season rains every week or even snow. If you don't agree with me, go ahead and have solar panels install at your home, you will be adding another bill to your paycheck every month without much benefits. I've completely regret installing the panels at my home at a $123.00 monthly plus the electrical bill from National Grid on top of that, where's the saving. Don't do it or you'll ended up like disappointed like me.

Homeowner

Holes in roof since install 2 years ago remediation process is so unprofessional I literally have been left in dark and now considering getting attorney. Repairs are scheduled for April 15,16 .. I need compensation for motel during drywall and mold removal, no one will communicate with me forcing me to take action

SUNRUN TREATS VETERANS LIKE DIRT

My husband bought a 23 Lightning on 2/17. Sunrun has sent the charger to Texas once or twice. We don't live in Texas. We live in FLorida. We cannot get a charger to save our lives. Andrew Hopkins will not return calls or emails and is extremely rude. After I left him the message that I called him out on the Better Business Bureau, he was able to call back to tell my husband, a disabled veteran, that he "will get the tracking number when he decides to ship it out," which will be next week. Andrew has known that the address is wrong for weeks but will not rectify the issue. We have called Sunrun at least 50 times for updates, a tracking number, or anything. I went higher up to ANdrews boss, Ganem Tebet Baez and same thing. Nothing. He doesn't care. My husband is a 100% disabled veteran. It's hard enough to find chargers in Florida but try finding a charger with a handicapped parking area where you can get into wheelchair. I reached out to BBB yesterday, but I thought it might be best that someone higher up at Sunrun can investigate the issue. I would be embarrassed to supply this level of customer service to my customers. PLEASE HELP Jennifer Yates

Worst experience wver

From the sleazy salesman, who had me signing stuff before I even knew what was going on to the horrible customer service that will not take me out of their system and continues to call me and try to schedule installation. I cannot reinforce to everyone out there do not use Sunrun.

They Suck

Had my roof redone and paid for the removal and re-install. Three months go by and the system is not reinstalled, I kee[ paying, for the service, no pannels re-installed, case manager never calls back, and when I call, I am being told that it would take another week for the plans to be uploaded to the work schedule. This is Kafkaesque at best. If there was a way to grade with negative stars - I would

If you have one year to wait get your solar activated and working, then choose this company! The entire project is so uncoordinated and it looks like the company's goal is to actually not help you save money on power. There was no one briefing the home owners how the project is going to pan out. We waited 2 months after the panels got installed for the 1st inspection because there's no one from Sunrun to follow up with LADWP. You have to be so proactive that you might as well do the job for them. They'll be so quick to charge you money and change configurations of the project but they're slower than sloths to follow through anything. Although there's always an available customer service agent to chat and speak to you, they have absolutely no clue on what's going on. After waiting 9 months and the LADWP gave their final approval and finished the last inspection, panels are still not working. You'll have to jump through multiple hoops to actually get proper help and for them to send someone to check the junk they installed. Absolutely, not acceptable! Instead of saving money, you'll have to waste your time on the phone with them, at least for a month just to get them working on what you've requested. Warning for future homeowners planning to install solar panels, don't fall for the empty promises of this company.

Incredibly disappointing

They totally upsold these solar panels. They had us so excited about the prospects of never paying for electricity again (just our loan payment for buying the panels). We were wronged. We've been paying more in electricity than we EVER have (even before solar) for the last 10 months and we've had solar for a little over a year. What's worse is their customer service is terrible. I have yet to find ONE SINGLE EMPLOYEE of sunrun that can tell me WHY I'm paying so much in electricity. So incredibly frustrating. Word to potential buyers, please do not do this to yourself or your family. It is absolutely not worth the hassle.

Solar power to wrong meter

Sunrun installed my solar panels in Nov 2021 to a wrong meter unknown to me. I later detected thru the increase in my bill. They breech the contract that says solar will be connected to the second floor, my floor. I complained about having a zero cumulative credit. Sunrun technicians were sent to my house and confirmed that the power was connected to the wrong meter (based on the meter # given to ConEdison). Till this moment, Sunrun has failed to contact ConEd with the correct meter # to swap and rectify the error. It is the biggest disappointment bc I did not receive any service nor saved any money as claimed or presented by Sunrun. A reasonable solar company would have resolved the problem, but they did not.

They don’t keep their word

My elderly parents signed a contract for solar and were told they would receive $ for each referral they received. My parents referred 3 friends, all whom had panels installed. This was well over a year ago. My mom has been calling sunrun and is being told she’s not eligible because it has been too long. Whose fault is that??? Where is your integrity Sunrun? All I see is you taking advantage of the elderly. Shame on you!

Sunrun Solar

Don’t waste your time with Sunrun, the worst decision I’ve made as a home owner is to sign on the dotted line with this company. Their Vermont sales rep is a liar and makes promises his mouth can’t cash. I fought for months to get the $750 “gift card” that was owed to me following install. Ooo and their $1,000 referral program generates a 1099 form, they neglected to ever mention that. They left my yard a mess, I spent hours walking around picking up debris from the install. Many months later I found 4 of the face plate screws on the inverter box were never even tightened, they were ready to fall completely out. Their customer service is beyond awful, if you have any form of an issue good luck ever getting it fixed. Do yourself a favor and avoid this company at all costs. They also promise a performance guarantee, I called and requested the guarantee 4 months ago and have still have heard or received anything. Do yourself a favor and run far far away from this deplorable company.

Roof and Ceiling damage with 9 months of No repair

I had a roof leak 3 days after the Solar Panels were installed and still not repaired. They (installers) came and placed a Blue Tarp on the roof and the solar panels. I have roof, ceiling damage which needs to be repaired. It's been 9 months and I am very upset and frustrated that this Company is not doing anything. I don't know if I need to get a Lawyer or contact the Media, Social Media... Any Advice?

No Critter Gaurds and Pigeon Nest

When we installed the Solar Panels from Sunrun, the sales agent promised that Critter Guards will be installed. No Critter Guards were installed. Sometime later the pigeons started building a nest and roof starts leaking. Mind this is a new house and roof. complained about the roof leak in January 2024 and couple of technicians come and check and make a determination that there is nothing they can do even though the leak is in the panel installation area. Contacted the case manager and requested documents to show how they reached conclusion. It is now March 2024, no response from them and again the roof leak continued now and then. contacted again and they refuse the come back and check, instead they want to contact the case manager again. I would have given 0 Star if possible.

Horrible C/S

I have had solar for a number of years. The problem has been the lack of customer care. Let me start by saying system works well if it is not raining. That’s where the problem starts the breaker that controls the communication module keeps tripping. And has happened a number of times over the last few years. I have made appointments and waited at home but only to find out they close the ticket and cancelled the appointment because the system was working properly since i turned the breaker back on. Tried to explain that this happens only when it storms out an there must be a problem for the breaker to short out. Ask to speak with a supervisor. The rep on phone said they would call in 15 minutes waited over 1 hr no call. Terrilbe c/s another wasted day at home for me. Next time system goes down it will stay off

Sunrun Customer Service - Deplorable!

Need to let off some steam folks, I apologize in advance. My issue all stemmed from a home inspector as I am planning to sell my home. They suggested that I get the roof inspected. I did so, and the roofing company cited 32 broken tiles. More specifically they said that they are all broken around where the solar panels and conduit are located. I decided to get the roof panels take care of for the new owner. They said to go back to Sunrun and see if they would reimburse for the repairs. I called Sunrun, got the canned response "someone will contact you in 24-48 hours". I was fine with that. Super nice gal, Katherine called and made the appointment for Jim to come out, which he did, and determine the roofer was correct and that I needed to get paid for the repairs. I forwarded all the pictures of the before and after repairs as well as the invoice. I was thinking this was smooth so far, BUT this is where it all went downhill. I was assigned a Case Manager Sherril Teller. It took 2 weeks for Ms. Teller to respond to my request. She emailed me asking for the pictures and the invoice. I gladly responded back that they had been sent to Jim and Jim confirmed that they were uploaded into whatever system they have. No response back for 2 days, she didn't have them. I was happy to send them to just her the same day. No response back, I emailed her to confirm receipt, nothing. I text her, no response. I tried to call, no answer but left voice mail, again, nothing. Crickets! This went on for 2 weeks then finally the day before yesterday, I decided to call Sunrun, again I got that canned response of 24-48 hours. This is where it gets better, I decided to look at MySunrun app to see the production of my system, AND FOUND OUT THAT MY SYSTEM WAS DISABLED UNTIL THE ROOF MATTER WAS TAKEN CARE OF. WITHOUT MY AUTHORIZATION OR KNOWLEDGE. So I called again, asked why it was shutdown, Tamica stated that I would have to talk to my case manager, Ms. Teller. I explained that Ms. Teller is not reachable. I asked to get her supervisors name, Mr. Pennington. He doesn't have a phone number, so I emailed him and Cc:'d Ms. Teller as well asking to have a conference call and determine the path forward. Bottom line, deplorable customer service, hard to understand phone that answer the phones, canned responses of "we will get someone to reach out to you in 24-48 hours, poor communication, no way to have a call escalated to a supervisor. I'm VERY upset with no one to discuss. I'm disgusted with Sunrun. The sad part is I went through Costco to get it all started.

Solar experience good wrong

I Remember when a few Sunrun representatives knocked on my door and gave my wife and I good pitch about solar power and how we would save on free installation and panels how wrong we are going to be when came said we needed more solar panels to be able to save enough on energy it gets worse a Company name Freedom Forever sent by Sunrun added so call new roofing well everything got installed and when the rain came the roof leaks started and power outages as well they will give you the run around and really not care your well unless you press the issue every day. I also have friends and family that unfortunately got on with the same problem so if Sunrun or Freedom Forever comes calling or knocking send off.

Unfortunately, my experience was not positive. After receiving an unsolicited call from Sunrun regarding their concern my existing panels weren’t producing enough electricity resulting in higher ComEd bills, it was recommended I speak with a sales rep to see how they could make this better. The sales rep went told me they could install an additional 7 panels (I have 14) for only a couple of dollars more per month for all of them. I was skeptical but was assured this would include both sets of panels. I was convinced based on what I was told several times over multiple conversations, along with the fact that 1/2 as many panels wouldn’t cost more than my original 14. When 2 separate Sunrun bills came plus a ComEd bill, I called to ask when these bills would merge. I was told I signed a contract for only the 7 additional panels. It took months for Sunrun’s sales leadership team to decide that they would not honor what my sales rep assured me, even though I had an email stating she was sorry she confused me with the offer. Lesson learned. I would not do business with this company given the chance.

I got SunRun back in 2018 this has been the worse experience I have ever encountered. I had a sales rep that came to me home lied to me and my husband told us it was 10 year contract. Said that she needed to do the contract on my computer she must have skipped parts and had me to intimidating the process while she was a fraud. I reached out to the company because once I found out what she had done her boss told me she was fired and that he would assist me. I told him what happened he said get the install and he would help me with what she had done. After contacting the company several times he then stopped calling me after the install, he made me feel comfortable until about a month later then no more callbacks. I been trying to get help from this company for 6 years and all they do is brush me off. He no longer work for the company either so I feel like I was scammed with the door to door rep. I hope that anyone that deals with this company be on alert for these type of matters. Talked to a manager today that told me I would need legal help because both of the people that was involved no longer work for the company what a mess and a scam at the same time. Trust me trying to get some help has been hell on wheels.

Equipment failure

We have only had sunrun for 2 years and the computer failed on the system. Each time a tech was supposed to be sent out they showed up late or did not contact us they would be late. The computer had failed and they could not get a replacement for 2 months. This was during the peak time of summer. They informed us we would be compensated once the system was back up and are now telling us they will review it on our anniversary date, meanwhile we have a $2600 true up bill due in early April.

Real Customer rating are best

Started a Lease in 2020, equiptment arrived in 2020, Viviant Solar now Sunrun after so much delay took 15 months to get my system up. In 2023 I reported an issue that my battery was not releasing the power it stored per day. With SCE TOU, your rates are higher from 4 to 9 PM. Its been 7 months and 8 technicians and still no resolution.

Run from Sun Run

This company has the worst customer service relations of anybody I've ever worked with. When they installed the solar panels they put holes in my rubber roof and refused to take any onus for the damage. They sent inspectors from their company or from companies they paid to inspect the damage and of course they found no fault for Sun Run...... however my contractor and roofer sent them videos, photos and proof of the damage they caused ...to no avail. In order to have the roof repaired the roof panels were removed in September 2023 and still lay in my backyard.... This has been going on for 6 months! Sun run does not respond to phone calls, texts, emails and could care less about their customers.... I am being charged every month for services that I am not receiving. I know of two other people who have had disastrous experiences with them also..... There is a class action suit being started against this horrible company..... Run!!! if they come your way...

Super high bills

I am so frustrated- my solar was turned on in December 2023 and my bills for Sunrun and electric are now $500 - $600 a month I checked my usage on my electric bill and it is exactly the same as last year. Can’t get my Sales Rep to answer texts - so now I’m even more angry. I WISH I had read all these reviews - never would have gone with Sunrun and even tho there is an incentive to refer people … I would never I need a response

Worst customer service and high bills

I have had nothing but bad luck with this company! They were super communicative prior to panels going on the house, now they are on we never get calls back in a timely manner! My bills have doubled and tripled in price! Do not get solar panels from this company!

*** Avoid Buying any Home with an Existing Sun Run System ***

In February 2024, I closed escrow on a home in Thousand Oaks, CA that had a leased Sun Run leased system. Before closing I reviewed the Sun Run lease and saw what an absolutely bad financial deal it was for the homeowners. I insisted as part of closing that the homeowners exercise their option in the lease to purchase the Sun Run system. After closing, I sent Sun Run copies of the cashed checks to Sun Run, and copies of a release from Sun Run that released the homeowners from their agreement with Sun Run. I am now trying to get ownership and warranty docs from Sun Run, and after seeing my proof of payoff, Sun Run insists that I signed a Transfer Agreement, in which I agree to assume the same unfavorable financial LEASE agreement they had with the sellers rather than a bill of sale. I have called customer service multiple times (855) 478-6786 Ext. 3, and they tell me that the only way to transfer ownership is to sign their transfer agreement, which I have explained, is their LEASE assumption agreement not a bill of sale, and commits me to receiving services from Sun Run, which are only defined in the agreement as the purchase of electrical power from Sun Run and nothing about the system purchase, the payoff, or their warranty. Oh, and under the LEASE agreement, I waive any rights I might have under state law to file a lawsuit against Sun Run (I guess because so many dissatisfied customers find that they only way to get a response from Sun Run is to file a lawsuit). I want Sun Run, as sellers of this paid-off system, to transfer ownership of the system to me and to stand behind any manufacturer warranties. This was never contemplated as an 'as is' sale, nor one where Sun Run would have any control over my system. I have the name of a person who is supposed to be in charge of transfers, one Sonnie Voorhies (385) 276-0714, but this person has never picked up the phone or sent me a direct message to resolve this issue. I doubt this person even exists. This has been a time consuming and wasteful process. Evidently, Sun Run has no interest in selling solar systems, and prefers instead to install LEASED systems, which, judging from the LEASE agreement I reviewed, generates them massive profits.