Sunrun Inc.

They are liars

We purchased a house last year. It came with sunrun solar that was transferred to my wife's name. We were told it defrayed the cost of SDG&E and to not worry about how much electricity we use. We pay $158 a month for sunrun. We just received a bill from SDG&E for $678. Sunrun keeps changing their story. 1st they said everything was running fine. Then they said it wasn't. Then they said the contract was based on the prior owners usage, the pervious owner died years ago. They lied when we transferred service and now they are full of excuses. And WE are the ones stuck having to not only pay $678 to the power company but, we have to keep paying sunrun $158 a month.

Don't

This is my second review after my initial review of 1 star. I regret signing a contract with Sunrun. We had great communication with the people signing us up and over the 8 months it took to get it running then when we had a problem after installation we couldn't get anyone to answer locally. We decided to lease the panels and we were told with the number of panels they figured out we would have a set bill rate of $158 a month and we might occasionally have a bill of maybe $15 from our Tucson Electric Company. The total of our TEP bills have been $1641.80 in the past 8 months with Sunrun and we have spent $306.78 more on our total bills with Sunrun than we did for the same months last year. We believe we don't have enough panels to make our bill close to the bill they told us we would have, with those occasional $15 over charges. I believe we don't have the correct number of panels and/or that the panels are poor quality, which I have heard in other reviews of Sunrun panels. Response to YELP review: Thank you very much for providing your service address and a brief description of your issues. We're so sorry this has been your experience, and we want to do everything on our end to resolve your concerns quickly. I look forward to turning your situation around! I've assigned an Expert to review your account and reach out to you as soon as possible to assist you further. Next response from Frances: My name is Frances, and I am part of the Social Media team here at Sunrun. I'm following up with you regarding the review you provided. I'm so sorry to hear about your system and savings concerns, and we definitely want to turn your experience around. In order to look into this further, please provide me with your service address. Once we have your information, we can personally assign an Expert to you who will be more than happy to assist you with any questions or concerns regarding your case. Sounds like they want to turn this around Here are highlights from Joe the Expert: 1. Our team is dedicated to improving your experience with Sunrun by resolving existing issues and ensuring they do not happen again. 2. I will confirm if you're getting credits for the electricity you're exporting to your electric company. I'll also see if you're saving money overall with solar, and possibly reducing your payments to Sunrun. 3. I don't know exactly how your salesperson phrased it, but it's possible the system size changed from what he was originally talking about. Section 18 of the signed agreement does state that the agreement supersedes any prior agreements or representations made. It also states on page 36 that there's a possibility that you may realize no savings, which is why I'm offering to lower what you pay Sunrun. 4. We don't have insight to see how much energy you're consuming during the day, so while I can't say for certain that your solar production is covering your usage during the day, that's generally true of most customers. Please let me know if I can help further. 5. It's possible your rep originally spoke about a certain size of system with you, when making claims of what your utility bill would be, but at some point a smaller system had to be installed. This sometimes happens if the roof doesn't allow for as many panels as they originally think. He also told us that once the sun is down we are 100% on TEP. That was news to us. Our rep told us that we would not have to change our lifestyle. Now we are keeping the house colder than usual, using less lights at night, being vigilant about doing laundry or running the dishwasher at night. All this and paying more for electricity. After several emails with Joe" Sunrun gave us a huge discount on our bill. $14. When Joe called to follow up on our great deal my husband gave him his perspective of being conned and ripped off and Joe said something to the effect of he will be making sure that the sales department works on being more truthful. I'm so glad our sacrifice and loss of money is helping the sales department stop conning people. From the reviews on this site we are not alone. There are a total of 3661 angry members of 4 groups on Facebook and many more if you google Sunrun reviews. Reviews about damage to roofs, poor response to calls, dissatisfaction with panels. I read that the company no longer has its own employees doing sales or installation in Arizona. Ironic since Arizona is called the Sunshine State averaging over 300 days of sunshine a year. They now use a network of affiliated sales and build partners to interface with customers in the state. I hope those workers get the "don't con the public memo". Joe said "Please let me know if I can help further." Yeah take your panels off our roof and end our contract. I hope we don't have trouble selling our house with a Sunrun contract. We should have never signed a contract with a company that sends reps to the neighborhoods and knock on doors. Don't make that mistake.

JOHN G.

This solar co. is not telling the truth about rebates. You have to owe money to the IRS if your expecting to get a rebate. They told us we would get a 20000 dollar rebate we dont owe the IRS anything so no rebate. Panels dont produce the energy the say they will. Tried to get a service call to check out our system they want to charge 270.00 dollars for a service call. This company is a rip off scammers.

Monitoring

Shortly after Biden took office I started to get exorbitant electric bills. I just assumed it was due to the green agenda. Recently I started to speak with family and friends and realized that their bills hadn't changed dramatically. I called PSE&G and they changed out their meter only to receive an email from them telling me that the meter that was replaced was a 100% accurate. I then called Sunrun and they told me that their meter hasn't been operating properly for 2 years and just to get someone out to the house was going to cost some $200 hundred. Upon which I said why hasn't this been addressed sooner. I have this box on the outside of my house that is supposed to be monitoring my system but they told me that because I paid off the lease and own my system they no longer monitor it. After arguing my case with that customer service rep back and forth she put me on hold for 45 minutes and then just hung up. I never realized any thing was wrong because the meter was continuing to give me generation data. I called back right away and asked to speak with a supervisor and that rep asked me to work with her to no avail. She in turn told me that it was $300 to replace the meter. Don't know if that would be in addition to the $200 the prior rep had mentioned. Ultimately asking to speak with a supervisor again only to have her tell me there are none there. I asked for her to have a supervisor call me when one becomes available I will not be holding my breath. I will call back on Tuesday after the holiday. My system was purchased in 2015 according to the second rep my lease was 20 years so if I wasn't good with paying my bills and hadn't paid it off early they would still be monitoring it? Going by my math I should still have my system monitored for 11 more years.

Bad experience

I am writing my reviews to share my worst experience Sunrun. They installed solar panels at my new home. Their rep had informed me the acquiring solar systems will significantly eliminate my energy bills. In fact , he mentioned that my monthly bills should not exceed $20. Fourteen months down the road. It’s turns out this was not the case. To make matters worse, after 3-4 months of solar installation, another rep came in and determined that the issue was that the initial rep did not do an accurate assessment of my energy needs. He then promised that the issue will be addressed. Later, I got a call and was informed that the case has been reviewed and that I will be getting additional panels at no cost. What was not explained to me is that he was selling another contract, the PPA, to implement some other systems with batteries from Sunrun. I only came to knowledge of this when I was sent some documents to sign off the contract. A company that failed to get things right the first time is now selling another contract to the same customer to fix their initial error. What a shameful company filled with reps that have no honor.

Texas isn’t listed. Previous Vivint customer, beware!

Texas isn’t listed as a state to select. It has been 6 months of having delt with Drew Taylor a Vivint sales rep for solar. The install was performed by Freedom Forever. It was the absolute worst decision we’ve ever made in our life time. Drew’s swift tongue and supposedly paying out our current electric provider and his pleas kept us barely on the line. They covered half my contract buy out. He is a good salesman and true con artist. When I had my doubts I should have followed it, always go with the gut. To make it worse supposedly when getting solar we were supposed to receive a monthly service credit of $20 for life on our alarm system we signed up for. Well that was a line of BS as well. Drew said we didn’t get the credit because our roof line was difficult. We have no elevation changes on our roof! Freedom Forever (their subcontractor) did there part of the installation, no complaints with them. Respectful workers and clean work. When we tried complaining to Vivint about the solar they kept placing blame back to Freedom Forever. I kept telling them they didn’t do anything this was you sales rep that we are disgusted with! We loved Vivint on our previous monitoring system dating back 10 years but now that company has obviously changed. Once our contract is over they can kick rocks I will never recommend or use their services again and hope they higher honest people or bankrupt .

Poor service No concern for customer Technically inefficient systems Mis-use of personal banking information on file. Charges credit card for high $$ without notice that customer has no clue about Takes months to revert back on a case. They just keep transferring calls from one team to other. Customer reps have no knowledge Just Concerned to mint money

Do not use Sunrun and definitely DON'T REFER ANYONE!

We purchased Sunrun back in 2022 and made a loan instead of out right purchasing. The installation took longer than usual and the company blamed it on Covid. We had to start paying for our loan even though the product wasn't delivered and Sunrun couldn't do anything to postpone the payment start date. One month loan amount was paid before the installation was finished. So the lesson here is that the financial company's loan start date is unrelated to the Sunrun's completion date. Second thing about Sunrun is their referral program. My neighbor used Sunrun(same Sales Consultant) with my referral and when I reached out to them about the credit, Sunrun's response was it's beyond the time frame to connect the Accounts so they couldn't process it. Their internal process is not my responsibility and their promise to give $1K bonus is a scam! Don't refer anyone if you don't want them to go through the numerous phone calls I had and don't even pay out on their promise due to some kind of system error. Third is that after the installation was finished, the team left garbage on my roof. My kind neighbor across the street pointed out one day and I have a picture to prove it. My neighbor saw it from their second floor. They left a pile in the center of the roof so when you look up, it's not visible but you had to walk away from the house to see it. Sunrun eventually sent someone to clean that up which took weeks. This company is one of the biggest solar company and it will be around. So, if you have a problem you can reach out. But keep in mind, big does not mean they know what they're doing. Especially their internal Ops team has no clue or has limitations. Customer support also put you on hold for a long period in silence before they can do anything. We can't return our panels so we're stuck but you don't have to!

No real warranty and no monitoring

It's now two months my 10 months old system is down. All 19 inverters stopped working. Sunrun did not monitor the production and only when I noticed it they reacted. It turns that Sunrun either can't fix the broken inverters or that they are in no rush to do it. They came twice but did not have inverters or didn't know what the problem was. Next (the third) visit is scheduled five weeks from now. Noone knows why these delays are happening. Last crew that came did not have inverters and left main control panel box open and exposed to the rain. I covered it with tarp and hope it will not be damaged. Sunrun is asking me to pay $3200. I have no choice but to pay. In short SUNRUN provides no warranty and no timeline for repairs. Stay away from this company. Fine print in your contract will tell you that you are completely at mercy of Sunrun.

Solar contract signed by tenant

I am trying to get a lawyer to represent me. My tenant signed a contract and 57 panels were placed on the roof of my house. The tenant passed away. His family gave me copies of all paperwork. I have experienced roof leaks which I had to make repairs. Sunrun is responsible for Vivint the company in question for installing and taking off roof tiles. I asked to have the tiles replaced on my roof and have my roof certified. No one at the company gets back to me with any resolution. Mary Ann Mooney

Run away from this company

Run. Especially from Angel Vasquez, who I am convinced 1) isnt a real person and is some robot the company uses to not answer customers 2) doesn’t work and is being paid for absolutely nothing. We bought a house that already had leased panels with Sun Run so we had to take over the contract. Needed our roof redone (drywall in ceiling collapsed due to monsoons and roof being 20 years old). It took 8 MONTHS just to get the solar panel removal scheduled. Just scheduled. I had multiple written communication on the date and time or removal. 1 year after ceiling collapsed, roof repair day comes, get a call from roofing company, solar panels were not removed. Me, my husband and the roofing company called multiple times trying to resolve, only to be told SunRun wasn’t sure when they would get there. I finally get a call from Rich from SunRun (who is amazing and should leave this shitty company and go somewhere where his amazing hard work is valued). He had no idea there was even a removal scheduled. He sent a crew over and got them removed. The roof repair was finished 5 weeks ago. We have called and emailed Angel Vasquez numerous times and still no answer. I finally reached out to Rich, who went out of his way to get us scheduled. Finally got an email yesterday (computer generated email) from Angel Vasquez, our panels are scheduled to be reinstalled March 6. Officially 2 full months after roof was finished and 13 months after we first asked to get them removed. Y’all pray for us they’ll actually follow through. I think it’s better to take a sledge hammer to your panels then waste any time with this company. Beside Rich. He’s great.

root customer services

dont take have 80.50 pay to sunrun + 140 to Comed monthly so welcome to sunrun club

Worst company ever

This whole company is crooked. They should all be in jail.

Sale Process and Price Structure

Was first approached by a door to door salesman who only offered me a PPA however sold it as if there was a State Program you had to apply for free solar panels. After researching on my own realize the negatives of a PPA. When I inquired about purchasing the unit was offered a price of $34k for a 8k/w system financing with a 5% interest rate. When I challenged the price of $34k I was told I could purchase the same unit, cash for $23k, a difference of $11k in price of the unit just because I wanted to finance it. I was told they used to be able to finance the systems at the $23k price when interest rates were lower.

monthly cost is more with solar vs. O&R power

The salesman did a great job in showing me numbers and excel sheets to make me feel as if I am saving lots of money with solar. He reviewed my current bills and told me that he is making sure I am receiving enough solar to cover more than of what I need. I got my panels installed and working yet I get a bill from O&R for the remaining energy supply needed in the amount of $125-$600, depending on the months. In the same time, I am paying Sunrun additional $200. So I calculated how much I save with Sunrun's supply and the cost on those kwh are more expensive.... So I got solar and pay more.... I spoke to customer service and they just confirm that this is what I signed for on my agreement. While solar seems promising, it most likely ends up costing more.... The promise of covering my needs was far from truth.... I would never agree to pay $200 monthly for 20-30% of my electricity use... A true scam

Horrible customer service

Save yourself the time and don’t go with this company. They will bend you over backwards and never explain anything. They will call you repeatedly with an automated call system. Service reps can’t ever answer any questions and every time you call they don’t have records of anything so you have to start all over. I’ve had reps hang up on me instead of solving the issue.

Customer Care? Solar Panels

Sunrun is a company you do not wan to get involved with, if you do please dot your I's and cross your T's. I have been dealing with them now for ten month because of their negligence. The company never sent a roofer over to check my roof and I am dealing with a leaking roof since March. They response is "Sunrun is a solar company I have gone through five individuals to no avail. All they are interested in is my bill and if I want my panels removed I would have to pay for 25 years. Sunrun was negligent and needs to do a better job starting from re-training their field representatives. All I am receiving is someone asking for money for the company I guess my next option is court.

Customer Support

The one thing you should know before deciding to go with Sun Run is Customer Support. Sun Run is not a 24/7 company. I know right a Power and Energy Company does not offer any kind of support on a Sunday. I asked every question almost 100 different ways of getting help or looking at our and account for any kind of assistance and the answe is " We don't have anyone in Customer Support or Tech Support working on Sunday. So if you are like us and your Energy stops working Saturday night you will need to wait till Monday at 8am to get any kind of help. Oh but the sales line and sales team is working and happy to take your calls.

Absolutely terrible. Customer Service Reps lying to the customer

In the span of 4 months that I have been paying for the service, it was non-functional for approximately half of that time. When I moved to my new house, it took me 3 weeks of constant calls, speaking with 8 different representatives who promised to call me back but never did (except for one person who actually resolved the issue). After a few more weeks, my system stopped working again. I made multiple calls, spending an average of around 50 minutes each time. Despite their repeated promises to resolve the problem and call me back, they marked my open case as solved without fixing anything. It is incredibly frustrating to be paying monthly fees for a service that doesn't work and also losing money on my electricity bill. This has been an extremely disappointing experience and easily the worst customer service I've ever encountered. If you can, do not choose Sunrun as your service provider.

Worst solar company ever, is wasting money and time, don't invest in this is not worth it

This company sucks

The salesman that sold me this system is a lying, POS and deceiving sunrun (Vivint) employee that works for this crooked company. I am paying double my previous monthly comed invoice. I was lied to, deceived and roped into a scamming company. I AM HERE TO WATM OTHER CONSUMERS, DO NOT, I REPEAT DO NOT BUY FROM THIS COMPANY!!!!!! THEY HAVE 1,000'S OF LAWSUITS AGAINST THEM!!!!!!!!!!

Run, run away as fast as possible!!!!!

Don't do it!!!!! This is the worst company ever. The person who came to our house to talk and seal the deal did nothing but lie to us. What i signed was a tablet, not a printed out copy of the contract. I know now how much we were lied to. Out of 24 months, we only had 7 months of 0 or low electric bill!!!!!!! We now pay them $155 per month and an average of $260 to our electric company. The northeast is not a place for solar!!! We have to wait 3 more years to get out of contract at an appropriate cost of $35,000 to us and a company to take panels off our new roof!!! We have had leaks. This company does not care about customers at all after the contract is signed.

Beware!!!!!!!!

Absolutely horrible customer service !!!!! Nobody calls you back …. They put you on a merry go round at customer service’s !!!! Had panels put on our tenants home and because of their slip shod installation the roof is damaged and leaking down to the second floor bathroom and now has gone down to the first floor ceiling …!!!!! Sun runs answer was a quote to remove their faulty panels and to charge a fee for reinstalling them !!!!! Are you kidding me ????!!!! Beware of this company because nobody at SUN RUN is capable of calling you back !!!!!!! BEWARE !!!!!!

Biggest regret ever

For starter they lied to me four years ago sale rep said they were going to cover installation if I agreed to a 20 year contract with them. Months later I got a surprise Bill and owed them $2k. now I had hail damage and had to have my roof replaced. They charged me 5k for a single person to do 4 hours of work in total to take the panels off and put them back on. He didn’t even clean the panels when he put them back on there. There was dirt and grass all on them. Stay away from this company.

Ripped off

as found out it is leased not owned after paying on them for years when my husband died I tried to pay them off just to find out I wasn't allowed to as I would have to buy them at the end of the 20- 25 year term. I can't believe this and I want to get out away from this company and get to one who will really let you have what you pay for. On top of that they don't do the amount that was promised and the company has only been out here once since they where installed. I clean them once a week but to no help getting the input I was told. So I now need to put Powerwall's in so that the batteries can cover the cost of the power I am putting out. I put out $300.00 or more in Electrical cost as well as $221.00 for the panels so that is more that I was in just electrical. So if you want ripped off this is the company to go with because after more than 5 years I'm not at all happy.