Sunrun Inc.

Sunrun guarantee is worthless

I have had nothing but headaches with sunrun. Ever since my solar been up and running. I've had problems because my batteries wasn't backing up any power at all. Come to find out my batteries wasn't installed correctly. Freedom came out and suspose to fix the issue. Yesterday my power went out. My back up battery never kicked im.once again called sunrun my back up battery isn't working was not installed properly. It's 109 I have heart failure. This was 2 days ago. Noone has came to install batteries properly yet I get billed 422$ that's because of battery. Don't go with sunrun. You will regret it. Ido

How do I get out of this contract

Sunrun is a great sales gimmick. They make the process of getting solar seem cheap and easy. They promise great customer service, and common sense business culture. That is until you have to do anything involving their solar panels. So me owning my home notices that my roof is taking in water. The roof company informs me that i need to remove the solar panels while the roof is worked on. Sunrun says "well yes we could do that but in 3 months." 3 months my solar company intends to keep the repairs to my house hostage. I threaten legal action and suddenly 3 months become 2 weeks. With that resolved finally my roof is being repaired. Once thats done guess how long it takes for the panels to go back up? 3 months? Of course. From april to July seems reasonable to sunrun. And yes they'll charge you their monthly fee the entire time. Do not get sunrun if your a homeowner.

Forget about the referrals

We finally got our panels up and running and our friends are up and running but I can't get ahold of our sales person about my $1000.00 referral money. I was told that I would be lucky if I got it. Can't get in touch with Dillon he was our sales guy. Now what do I do.

Start up 7 years ago was wonderful. Having problems this year was horrible. Everyone has different information at customer service and you get pushed from customer service to a manager that tells you to call customer service. I would not recommend them unless you have hours of your time you can waste and lots of patience when you have a problem . Not one person gave me the same information it was a horrible experience

Not a great savings

It's not worth it to be stuck under sunrun for all the years that you have to complete the payments. And you have no option to pay it off right away. If you're going to go solar go with somebody else. I pay maybe $200 less a year. And then I actually owed for true up, at the end of the year.

Run Away From Sunrun

Sunrun is horrible to work with. It has been five months, paying on the solar system and yet to have the panels/battery operating. I get the same story "We are waiting on insert excuse here. If you want Solar Panels and hear Sunrun, just RUN FAR AWAY!!!! The Tesla Battery also fell off my house, while I am waiting for it to start operating. So if you actually decide to use Sunrun be prepared to be intensely disappointed.

That's why they got 1/5

I have been searching for a solar company to put some panels on my roof and I first met 2 Sunrun agents through WeChat (it’s like Chinese WhatsApp app). At that time I’m a newby in the market and had a lot of questions. Nevertheless I work in bank full time and have a baby to take care so I don’t think I overwhelmed them with too many questions. But after a few days they suddenly stopped responding. After some weeks when I’ve done more research and met other solar companies, I asked Sunrun whether they are still interested in selling solar, in the same chat where my questions got no answer. They replied yes very soon, but still didn’t answer my previous questions. I had to assume they share same answers with other companies. After some rounds they stopped answering again! As I was told by them Sunrun is the biggest solar company in US, I was still interested in them and went to their website and expressed my interest officially. Someone picked up my request, called me for 30-60min the same night, gathering information and saying he would contact back when he has proposal— and nothing happened in a week. Then I tried the previous WeChat group again inquiring is it possible to have the onsite examination. From then they started to treat me like a real client. They told me there is $500 deposit in advance, which will be returned to me very soon if I decided not to continue. I paid. They also mentioned there is a call screen process and you only need to answer all the questions with ‘yes’ in order to pass it. The person conducting the call is not local and has a very heavy accent. Being in US for 15 years, I’m almost a local and can understand different accents, but still she gave me a hard time. I didn't want to blindly answer yes to all, so I listened carefully but still I had to ask her to repeat or put in other words what did she mean. But she is just acting like a robot, and only repeats the same question with same accent and requested me to answer Yes or No. I had to follow what my broker told me and answered yes for the questions I couldn’t understand. But I also realized that for at least 1 question the answer should be No! After they’ve done the onsite analysis, the final report shows a number which is 10% lower than previously communicated. I felt a little bit off as if I were told the real number in advance, I wouldn’t need to pay the deposit and waste time in onsite inspection or communication. But still I understand that the final report is expected to be different from case to case. Same time I also realized their review is like only 1 star out of 5 from solarreviews. I did not complain, but just told them I decided not to continue with them. The agent tried to persuade me for some time, but I politely declined and specified the reason is mainly on cost efficiency. Upon knowing that we are going with another solar company, the agent said they have seen a lot of bankruptcy in this industry, and he said he would predict that the other company would be bankruptcy in 3 years. I felt very uncomfortable with his words, but still politely told him it’s unnecessary for him to say that to another company. He told me to write an email to cancel and I’ll receive my refund in 2 weeks. I did and got confirmation that I’ll discontinue with them. On the 17th day, I still haven’t received my refunds with 1 follow up in between with the agent. He told me to write another email copying him which I did, and the 18th day I received an email saying I’ll receive my deposit within 14 days from that day. I replied saying this does not make sense to me. I followed up with my agent but he just said don’t worry, you will get it finally. But i would never expect them to hold my money for more than a month!! The next day someone called me from Sunrun, asking me the reasons I decided to cancel, and I honestly say the reason is due to the kWh off in final reports as well as reviews. The person kept asking me to stay. I was busy working in a bank so I said let’s stop, I don’t feel like this is ending anywhere as I already made up my mind to move forward. When I asked him why I haven’t received my refund after 2 week, he said it’s 14 business days not 14 days (even though my initial agent told me ‘2 weeks’ and the email also says ‘14 days’ instead of business days). I counted and told him even if business day, it will be 14th business day tomorrow and please send my money back before tomorrow end of day. He ignored my comment but still reverted back to his pursuant earlier to push me stay. I got a little impatient and said look I don’t have time and he interrupted (btw he has always been interrupting my words) saying that if you don’t have time you wouldn’t spend 7min now talking with me. I felt really impatient and told him okay just return my money tomorrow before I report…he didn’t let me finish and hanged up. I couldn’t speak for all Sunrun employees but at least For ALL the employees I have met, they are not that professional and all left negative impression. I don't think I'll ever consider working with their company, and will warn people around me to stay away from them.

Poor customer service after ten years

I’ve had SunRun for ten years. No issues whatsoever until 2023 when I was quoted $10,000 to remove front of house panels to re shingle which is the total amount of the entire roofing job now only half completed. (And my breakeven over these 10 year). I asked for a manager to call me and recently emailed. It’s been weeks. No call but the emails reminding me to sign for removal keep coming. When I contracted the sales man verbally told me approx. $500 to remove panels, could store in garage for a few days. I use to recommend but don’t know that I will now.

Liars

I fell for the smoke and mirrors... Smooth talking salesman got me with his pitch and cash$$ incentive. I chose the option that seemed reasonable and made sense, the lease option. The salesman's impression was that my cost for power would go down as Sunrun would become my power supplier and seeming to be giving such a good deal. The reality is this: -Unless you are buying the panels you are actually not saving squat! -not only are you paying sunrun but you are still paying your electric provider, so reality is now your power costs have increased because you are paying them and your og provider. -and to top it off you dont get the option to buy the panels until 5 yrs. I regret falling for this crap and now im screwed. Dont make the same mistake I did, if you cant afford to just buy the panels dont waste you time or money.

Only Want New Customers NOT Past Customers!

Where do I start? It started off pretty good with the sales process, solar install and updating of our 100A electrical panel. We got our 30% federal tax credit, and lowered the majority of our electrical bill. Fast-forward 3 years and our solar system turned into an ongoing nightmare of wasted months trying to get any support from Sunrun for a failed system after only 3 years of service. We still believe in solar, yet we cannot recommend SunRun, they are driven by profit, profit, profit NOT customer service if anything goes wrong. We will add more panels and support local solar companies who will focus on the customer AFTER installation and need word of mouth to stay in business! After months of talking, emailing and meeting with 10+ Sunrun employees, we learned their business focus is leasing solar now, NOT selling and definitely NOT servicing past customers. I had numerous visits, calls and emails to lease panels, yet no one would help with our existing panels. 3 years after install the inverter started making buzzing noises. After calling and emailing for help, no one would come out. Finally, a sales person told us he would get us help if we signed up for more panels. Then after 4 months of down panels, the salesperson told us he would give us $2,000 of his commission if we leased panels through him. We told him first we needed our existing panels that cost us $24k only 3 years earlier working! Lastly, the service person who came out for the lease panel estimate did not even figure out the inverter was failing and producing much less solar, costing us $2,000 over 6 months. Just look at their website and listen to their messages and they only focus on new customers. Customer service is almost non existent unless you waste months trying to get help. They only have a single phone number and email to lower costs which makes customer service so generic that what should take a week or less, took us 6 months. The worst experienced we have had dealing with corporate America in decades. The closest bad experience is telecom - AT&T, Verizon & PacBell back in the day! Yet this was much more costly, costing us $2,000+ in lost electrical production with a failing inverter. We had to hire a Solar Detective to get to the bottom of what to do next with our solar panels. We still believe in solar, yet we cannot recommend SunRun, they are driven by profit, profit, profit NOT customer service if anything goes wrong. Just look at the 1,000s of bad reviews and save your self months of trying to get help from a company that is growing too fast and needs to spend more money on customer service rather than more customers leasing their panels!

Reinstall of solar ground units takes months

I've had sunrun since 2018 and I bought about 27 panels (not leased). Earlier this year in June, we had to replace our siding on our entire house and that unfortunately required calling sunrun to "temporarily" remove the ground units attached to the side of the house so that the sidings can be replaced. Scheduling sunrun to remove was not a problem as they had sent a crew to remove the side units in June, but no one from sunrun warned me that reinstalling the side units back would take months. I've now ping ponged back and forth with their internal teams, where it took almost 3 months to get the same solar plans that was used from the initial installation back in 2018 approved (I got the barely revised solar plans in September), and now, apparently the township has to approve the plans all over again and is in yet another waiting state. It's now October and still the solar ground units are not reinstalled. I have these solar panels on my roof fully paid for and sitting unutilized! Their delays for something that's already paid for and they will not make any more money on is quite obvious!

Love going green -- don't love the customer service

My solar panels have been working great since 2016. On installation, the representative told me they are always monitoring the energy collection and will know right away if the panels experience any problems. I can tell you that is absolutely not true. This is October and my panels have not worked at all since the end of May--all the sunniest months of the year. I have tried to get service, but no luck yet. We'll see if they show up next week. Good luck trying to get much help on the phone. When I got a representative, they were polite but not entirely helpful and getting a supervisor is non-existent. "They are not customer facing" is what I was told. What??? That is just another way to say no customer service. Disappointing.

Installation Process Unsatisfactory

I was talked into using Sunburn because the numbers looked like they would pretty much equal my electric bill before getting the solar panels. This relies on the ability to 'bank' energy credits in the summer when the panels will be generating more energy than I use, and I can then use those credits during the winter months, which won't generate much if any energy. The panels were installed in March. It took 4 MONTHS to finally get the panels up and running, which bypassed my whole summer opportunity of banking energy for the winter. When I complained, I got no apology, and an attitude when I suggested I should at least get a few months free (which won't even cover half of the money I will lose, since I will be paying full price from Xcel + my monthly leasing cost from Sunrun for the whole winter). I wish I had done my homework better and read the reviews before going with this company. Also, my monthly cost is higher than what my contract says, and I have to call and fix this with them.

Not the Best Customer Experiences - Wastes My Time

I've gotten calls from 2 reps asking me to text my electricity bills to them. The first girl told me she would call me back in 15 minutes after I send them.. she never did. I called a couple of times to get back in touch with her. I thought it was a scam. I think her name was Brittney?? Just got a call today and was aligned with another rep asking me the same thing. Why would I gather all that info if you already received it? I asked that because it is weird and it should be in your system if you are trying to help me out. Basically when I said I didn't have any roof space left, he didn't care and hung up on me. The rep's name was Dustin. (Call was at 4:30-4:40pm EST 9/5/23) They say that try to save you $. What are they doing with our electrical bills that they don't give us calls back? Also why do they want it via text? Thats kinda sketchy... Also why dont they save them in their system? Is this just a sales tactic? I wish I didn't even have electrical bills. I cant even use my solar panels when I lose power anyway.

Finance Issues

I got approved through Green-sky to do a finance for an electrical upgrade. I go ahead and tell them it's ok. Two months later they sent a bill saying I selected no finance. Why would I selected no finance after talking to my said rep and got approved for a loans. I call Green Sky my merchant, All they need was Sunrun to sent an invoice. I go back and forth between Sunrun and Green sky. Taking to different rep. No one can help me especially Sunrun. Finally they told me it would be $800 more to sent an invoice to Green Sky. I wish I went to a different Solar company.

To bad a 5 star company acts like a 2 star

We needed a new roof. We called and went through an excellent process to have our panels removed. No problem. 5 stars. Roof was completed. We reached out and let them know we are ready to put the panels back on. We were informed due to some regulations in Massachusetts that we have to go through the inspection, design and permitting process again. So now we have to wait about 2-3 months until our panels are re-installed. The issues are as follows 1. We should have been told right front start this was the process. 2. Why not do the 6-8 week design phase immediately. The roof layout is not changing. 3. As an existing customer, why is it taking 6-8 weeks for the design phase, which is the same as a new customer. While it is appreciated they are not charging us our monthly fee during this period ($82), our electric bill this past month was $722. A year ago? We paid ZERO. Looks like we won’t have them installed until late august early September. So we miss the biggest producing months all the while paying full rate to our electric provider because of poor policy decisions by Sunrun.

Good until its not

Install and performance has been good. System installed in 2014. I noticed a decline in output and notified them of an issue. After waiting for weeks for the tech appointment, II am now waiting for months for an inverter, and they cant say when parts will be available. Meanwhile they seem to be happy taking my money on time every month, and I'm sure they are installing new systems every day, but somehow can't repair the existing customers. Just hope you don't need service or maintenance and you should be fine.

Contact

Everything went good until I requested a hard copy of the contract. I have spoken to SunRun several times about it and been promised that I would get a copy of the contract. As of this date SunRun is still shining me on. I’ve tried Costco and Goodleap bank with the same results. My suggestion is that you only sign paperwork. Don’t let the sales agent trick you into signing up using a touch screen computer.

Horrible Service

Just had my Solar Panels installed but they made me turn on the equipment via video. Then it only worked for 48hrs. No one called or came out to check if it was working. I figured out it wasn’t working when I didn’t see any reading on the app. Then customer service guided me on a restart and O had to continually tell the person it still wasn’t working. Then I finally received a call from a tech that someone would be out in 2 1/2 weeks! Unacceptable! I’m stuck with this now and I wished I had researched them more instead of taking a family referral. Completely disappointed in a $26K+ investment!

Dissatisfied with follow through

My original review was good. That was up to the installation. Since the installation, the follow through has been very poor. I have been waiting for 7 weeks to get the solar turned on. Now I hear that there is another document that I need to sign. Baased on this follow up, I would rate Sunrun on the low side.

Took almost a year to get setup took way to long and also now that it’s setup been setup for a few months now and it’s costing me double a month what I was paying before I got the panels don’t waste your time or money

Sunrun monitoring app does not work

I got a new Sunrun/Vivint Solar system activated in San Diego recently. Strangest thing I cannot monitor the generation, export, usage on Mobile app nor Website my.sunrun.com. Customer service keeps closing the ticket saying problem is being worked on but no ETA. Bad customer care is adding to the technical problem. They keep saying your system is fine on our end. But isnt that the point of Monitoring app that I certify that too per contract under "Internet Solar Monitoring". Hope this post catches Sunrun's Management attention. My experience with SunPower is 100 times smoother and still happy customer. >>> Your system is still producing normally. The app issue is a technical issue we are working to resolve across all accounts. Please contact Sunrun Customer Care if you have any further questions. You can reply directly to this email or call us at (855) 478-6786 during our normal hours of operation, listed below. Best regards, Priscilla Morrison SUNRUN CUSTOMER CARE Sunrun Inc. P (855) 478-6786

Confusion, dismissal, silence

If I could go back and start this project over again, I would not choose Sunrun. There were red flags right up front that I missed, so shame on me. Issues I had: #1 was that I was contacted and discussed installation with 3 separate people in fairly rapid succession, without much explanation (the first guy just disappeared, no idea what became of him), and then a 4th guy became involved (who would be, I later found out, our project "manager," a massive overstatement of what he did.) #2 was that the roof work was done by a sub, and that sub knew nothing about the project, or the area and was given a contact by Sunrun that didn't match what has been discussed (i.e. we wanted to keep our tile roof, the sub was planning on removing that completely and replacing with composite.) Sunrun's reps sent me *pictures* of what the final install would look like, which maybe saved me. Luckily I asked those questions, at least... #3 was scheduling... of which there was none. It was just silence, then, boom, we're ready to start next week, we'll be there on Tuesday. #4 was an inability, even after many repetitions, for either Sunrun or the sub to speak to our GC (the house is being renovated), or keep her name, my name, ou my father-in-law's names straight (as in, I once got an email with my GC's first name and my father-in-law's last name, but emailed to me... WTF?) #5 is that when things went wrong with the roofer, Sunrun was *nowhere* to be found. Like, silence. Their roofer repeatedly dismissed concerns and questions, even as we failed several inspections and then had a (minor, admittedly) roof leak. #6 is that far into the process, when I noticed that batteries were not being included, I was told (and so far, this has not changed) that the project cannot be altered. This is, granted, partially my fault. I accept that. But I am a novice at this, and the 3x sales team members and the project non-manager made this so much harder (I'm still not sure what happened, in part because I had to sign the same paperwork twice because of some SignNow/Docusign issue, and I'm still not sure if the mistake was introduced there, or when I was bounced from one salesperson to the next, to that next, or what...) #7 is that I just got a demand for payment from their collections department, and we have not passed inspection, dealt with all the issues RE: the roof to my GC's satisfaction, or closed (despite repeated asks by me) on the issue of having the batteries added. (I mean, I'm asking to PAY them to install 2 or even 3 Powerwalls... this should be an easy "Yes" but we're into that specifically by a bout 5 weeks and I don't have even a definitive "No" yet.) My overall take is that the panels will probably all work fine, the system was installed as quoted (well, as one of the quotes; not the one we finally settled on verbally, but the one that I ended up signing for in the shuffle), etc. But the installation process... a circus, with no one in charge, close to zero communication, minimal responsiveness. I have *zero* faith that if something does go wrong, Sunrun will do anything about it in a timely fashion (I dread the day in a year or three when the roof starts leaking...) Even if the panels themselves, the "core product", might end up working great, my overall experience was such that I would actively recommend *against* using Sunrun.

I had Sunrun install solar and less than a year in a part broke and was not replaced for 2 months, so lost all the benefit of the solar for August and September. I called after the repair to see about a credit and was told that it would be assessed two years after owning the product. I’m sure this is in the fine print somewhere, but they certainly fall short with guaranteeing their product with a policy like this in place.

Good if you don't need services

We installed panels under a lease with sunrun in 2018. Everything was great for a while. In June 2022 we had a hail storm which required us to replace the roof. Sunrun was informed and they scheduled our removal 6 weeks out. They told us that they would reinstall the following week. The panels were removed and the roof was replaced. The following week, I called and they told me that I needed to make an appointment, and the earliest appointment they had was in early September. In early September I called them and was told that they had to reschedule for 10/3. When the date got close, we were informed that they had lost a crew and had to reschedule for November 8. I just got a call on Friday (11/4) saying they had to reschedule again because they lost a crew. All the while, we've been paying the lease on these panels that are on the ground and not connected. We were told they would stop the lease payments but they haven't. Last time I called, they said they assigned a "case manager" that would call us. He's supposed to call next week. We'll see what happens....