Sunrun Inc.

Poor customer service

Our panels stopped working in April. We contacted them multiple times with no result in getting a scheduled appointment to fix the issue. I found that you can schedule an appointment on the app. The closest date I could get was July 24. Outrageous. It seems intentional. June and July are the months we are supposed to produce the most energy. How convenient that it’s not working during that time.

Positive experience

I've had a positive experience over the past 5 years with Sunrun. Good customer service. Just added 7 panels this year and it was a smooth process.

Just waiting for the turn on day.

Bird House Solar

The two young men we worked with were very good at explain the SUNRUN power purchase agreement (PPA) and the process for approval went quickly. System was installed recently and we are awaiting final inspection and then anxious to begin using the system.

Everything went good Victor and his guys did a great job friendly and professional

Great experience

From start to finish it was a great experience

Clear communication, fast and clean install

Everyone I dealt with from Sunrun was friendly and clear. I felt like they took extra pains to make certain I knew what to expect and when.

Everything went good with the installation. Very professional and made sure all was cleaned up. Explained all that was going to happen next

Underperformance

I have been with Sunrun since 2016. I bought my system 29 panels as opposed to lease knowing I would be staying in my home and I saw it as an investment since roof was newer. Also, the 25 year warranty and the underperformance guarantee was appealing and that is why I bought. For the first few years I saw very good results. Then I noticed I got a significant electric bill and noticed a significant underperformance. It appeared this was happening for several months. They came out fixed the issue and everything was up and running efficiently again. Then I put in the claim for the underperformance. Unfortunately I only got compensated for when I called till issue was resolved, it was an inverter that needed replacement, which was under warranty. The other months were not compensated due to not monitoring the system, I was disappointed by this but will watch system like a hawk now, twice weekly. Hoping not to lose any more in returns. All was fine for the next 18 months and noticed a third less performance from April this year. I called towards end of April since underperformance was consistent. An appointment was set for beginning of May to have a tech come out. Unfortunately it was a no show so I called letting them know and another appointment was set a few weeks later. The tech that came out was helpful explaining the box. A breaker needed to be reset so he showed me I can do on own if happens so was helpful. I would not touch or explore system before due to worry about voiding warranty and never touched leaving to the professionals. During visit he mentioned he had to do more investigation and another appointment was set. Another no show another week someone came replaced inverter and looks like all is good to go again. I then called to put in underperformance claim from April till June from when problem first started to resolution. After getting nowhere for 20 minutes of back and forth my claim was denied saying system was still underperforming but not enough underperformance to substantiate a claim. My charts (Sunrun app) showed was performing a third less from target zone and tech even confirmed this. This happened during peak months with most daylight and felt I got porked, due to diligently monitoring system and delays in getting issue resolved I lost a third of peak performance for 2 months. All in all I am still proponent of solar. I do feel you get treated differently if you own system rather than lease. I expected to get a really good return on investment but in my case has been marginal at best even facing South and no obstructions. Sunrun has been good with warranty but takes awhile now for issues to get resolved. During that lag of underperformance you would expect to get compensation for performance lost. However, the underperformance guarantee as I explained is not great and unfortunately was a deciding factor in purchasing system hoping to make up for any losses if system was underperforming which has not been the case.

Josh the Great! Use him. Whatever he’s paid it’s not enough.

Would repeat

Tesla Backup System

Wednesday Sunrun showed up to my mother’s house to install a backup battery system. The problem is the Representative at Sunrun who signed my mother up did not inform her of her options of WHAT her choices were in the actual batteries and who manufactured them! She wasn’t given a choice these people showed up here with a Tesla Battery owned and manufactured by Elon Musk who has been reported as a terrorist and a threat to our country and our National Security! When we realize it was a Tesla Battery it was already installed! I started questioning the Foreman about the battery and he was looking way too suspicious for me! He wasn’t telling the truth! This man blatantly lied to my mother’s face right in front of me! Telling her the Tesla Backup Battery System was the best on the market! One Google search exposed that it’s the WORST! In fact it’s at the bottom of the list accompanied with hundreds of 1 star reviews and several News reports and lawsuits over this very system they put on my mother’s house! Well Sunrun you just met your worst nightmare! You picked the run Mother and definitely the wrong house to manipulate this garbage on! Come get your Tesla Battery off my mother’s house before I have it removed and dropped off at your office! I will have the media and Social Media on top of this! My mother emailed you twice asking you to call her and conveniently your agent has magically disappeared and has not returned her call! No one has come out to inspect the work! Nor do we want a Tesla Battery or to fund any product that’s manufactured by Elon Musk! You think because my mom is elderly she doesn’t have anyone to investigate what you have installed here??? You think because she’s elderly you can choose what battery goes on this house just because you’re in business with Elon Musk and or related to him you can stick his battery on someone’s house without asking if that’s the battery she wants!!! You think because she’s elderly that we don’t have someone to get on the roof to examine whether the Elon’s solar panels has done damage to this brand new roof as it’s being reported the damage that his backup system has caused in countless other places! We don’t do business with criminals, terrorist, or anyone that’s a threat to our United States Constitution, our homes, communities, and our fellow American CITIZENS! 20774 Come get your battery or it will be brought to you!

Smooth, fast, worry free

To me one of the most important things is communication. My past experience with SunRun didn’t go so well at that time. So some time later I made the attempt with SunRun to do our project. After meeting with their representatives I told them that communication was imperative, they heard me and did a good job of staying in touch.

Experience and professional

The installation from beginning to end was faultless.

Smooth experience from introduction to competition despite 1 day delay

HORRIBLE COMPANY

I am going to make this short. After two years of going to more than 10 people, we finally ended up in Mary Powell's office (CEO), which I found online. We were told we are using 53% more energy with solar. We have spent at least $1000 to have different companies come out to inspect and evaluate our system. SunRun always goes back to the times we are using our appliances, which has not changed just because we got solar. We were better off staying with our electric company, TEP, in Arizona. SunRun can't even install solar in Arizona anymore or even provide a battery back up. I have also learned there are several lawsuits out against them. This increase in usage happened immediately when we flipped the switch to turn on solar. There is not one answer that makes sense. We keep getting the run around. Do not use this company!

RUN from Sunrun

We've been dealing with Sunrun since 2021 over an issue they repeatedly refused to investigate. Over the course of four years, more than 20 support cases were opened and closed—many without anyone ever contacting us. They made numerous empty promises, only to disappear without follow-up. Ultimately, the root cause was discovered—but only because I refused to give up. It turned out to be an installation error that should have been caught from the beginning. Had I not persisted, the issue would have continued indefinitely, and we would have kept receiving incorrect bills which were putting us into debt and RUINING our credit score. Throughout this ordeal, Sunrun was neither helpful nor responsive. Their billing department was unprofessional, and despite my repeated requests, I never heard from their management team. While the problem is now resolved, I remain extremely dissatisfied with how Sunrun handled the situation. If I could break my contract, I would. My advice: RUN from Sunrun! They prioritize profit over customer care.

Solar

I’m glad Stephen Woodcock stop by and went over the benefits of Solar with us. He was knowledgeable, friendly, and professional. We recommend sun run.

GOOD JOB, SunRun!!

From the first knock on my door to the final installation, this experience with SunRun was great. Everything happened when they said. The overall experience was fantastic!

They help me all the way possible until I get my installation done.

Pre-installation process? Excellent. Post installation? Terrible

On March 13, I installed a 36-panel, 15 kWh solar system along with two Powerwalls. My experience was excellent up to the installation. However, it has been three months, and the system has still not been activated. I have sent numerous text messages and emails requesting updates, but haven't received any responses. I understand that the system requires permission from my utility company to operate before it can be turned on, so I initially thought the delay was on their end. I also know that the PTO requires the inspection from the county. So, I called the county yesterday to check if the post-installation inspection had been done, and found out that Sunrun had never even scheduled it. So, for three months I’ve been waiting for something that was never going to happen. I filed a complaint with the Better Business Bureau and spent two hours on the phone with Sunrun's customer care team, but I still have not received any response from anyone. All I get is the usual apologies. Additionally, all the lights in my house have been flickering since the installation. I've also complained about that, but I've never heard back from Sunrun with a solution. They just blamed it on the utility company.

The team was professional, courteous, and they left the area spotless. Installation of the system is complete, and we are waiting on final inspection, Oncor's go ahead, and our training.

Excellent service, Fast installation.

From beginning to end, I had pleasant experience dealing with all individuals who were involved in this Solar panel installation. I had to absolutely nothing! These people did all the work needed from getting design approved and obtaining work permits.

Excellent

Crew was on time worked safely very polite double checked some placements with me to ensure I was happy Whole install in a day 36 panels Cleaned up site well Very experienced crew had their procedures on lock Worked as one impressive to watch