Sunrun Inc.

Mixed feeling

System is still new to me. It was awesome installing and Michelle was great. Since September the battery never gets to full 100%. I get to about 50%. And I am pulling ftt fry on PGE f to I’m about 11pm until mid morning. In my mind I did not want to pull from PGE at all. I have a 2 bedroom house and it is just me.

Experience

I was informed of each step the installers were working on. All questions were answered. I was happy with the entire experience. At this time, I have nothing negative. Installers were respectful.

Great pricing options

Price is very reasonable and Excellent options for to choose from for how you’d like to pay. Great communication and the only reason I’m not giving 5 stars is it took a full month longer to get our solar turned on because the crew was not leveraging their existing checklist to ensure all photos were captured to get all the required approvals causing 4 to 6 extra trips to our house followed by weeks to find out they needed to come back.

The system has been operating the way it was described with no problems. Installers were very good. Getting final payment submitted was irritating. I had been asking them when to pay and they told me someone would let me know. My first personal contact was a call from a person that told me I was 12 days late paying. They wanted me to use a credit card and I wanted to pay by check or electronic transfer. Electronic transfer eventually worked, but getting in touch with a person to coordinate was not easy (it was hard to reach the right person on the phone).

The whole process went very smoothly very impressed, especially especially with the installation team

I had a positive experience with the company. From the beginning of my experience with the initial representative Hunter Mason to the end Cassandra Gregory, everyone was attentive to any concerns I had, maintained consistent communication.

All members of Sunrun were professional and the work continued quickly and on schedule. However, I was encouraged to sign the contract without reading it. The cost of the power to Sunrun could have been lower. Plus i was lead to believe there was no increase in the cost thru the years. After reading the contract i noticed cost increases 3% per year.

Installation

They had problems with the installation: failed city inspection once (improper grounding) and system failed to function at first (pinched wire). All problems were finally fixed and it seems to be working properly now, but it two months longer than originally expected. Their new app does not install on my Samsung Note 8 Android phone.

Service was good . But they had committed yo give me first installment free. But I never got it. They also charged more for my roof than what they had quoted. We have to be careful !

Widow

Everyone was nice, polite and professional

Sunrun was a very good solar contractor. They were safe and seemed easy to get along with. The only complaint it was a bit of a challenge to get them to repair our tile roof. They did finally complete the repairs before the rains came.

Our salesman Chris May was very professional and friendly, answered all of our questions and explain things in detail and followed up with us. The actual inspections took four times but we did get through it and now we’re working just fine.

Good overall, but...

Something to remember when you purchase a solar power system for your home from Sunrun: You will NOT take advantage of your system's full potential. My solar system has surely made a difference on my energy bill. However, Sunrun customer service is really poor. My system was installed less than six years ago, and it malfunctioned twice. In both cases, Sunrun determined the inverter needed to be replaced. The problem is that they will take their very sweet time to visit your home and do the repairs. The first time, I had to wait 1.5 months. The second time, it took them 2.5 months to fix the system. In the meantime, while you wait and they keep rescheduling your service appointment, you will again pay the full cost of the corresponding energy bills. They will even tell you on the phone that they will compensate you for the foregone production when they inform you that your service appointment must be rescheduled because of an "emergency," and you try to explain to them that it's completely unacceptable to wait for so long for a repair. They won't refund you, most likely claiming that the total production of your system since installation has exceeded the guaranteed minimum, which is typically true. However, while your system is broken and your energy production is zero, you keep paying your loan on something that does not work. I guess it's a strategy: In the first place, they claim that the system can produce much less than in reality to convince you that you need a larger system upon purchase, and then they play with the guaranteed minimum level of production they state in the contract to avoid refunding their customers when the system does not work for very extended periods of time and they do nothing about it.

Switching to Solar

I was referred to McKenzie and she was very knowledgeable and helpful !! Very responsive to any concerns I had and the process went as smoothly as it could ...Was suppose to get a backup battery as part of the process but that didn't happen because of an issue with the city ...Everything else went as planned !!! I have now had my system for two years and what’s cool is recently it went down and I didn’t even know. They showed up one day to make sure it got fixed and honored their system performance guarantee! I now have the new app which is great so that I can also see the system too.

Great... except...

So far, three years in, I love it ... except ... How does the "customer service" part work? Seems my system may be "not producing" as much as it did in the beginning, so how would you like to help me? Do you folks monitor my system as I do myself? Or, do you wait for me to call? Are there any upgrades or such that I need to know about? Let me know what you think???

Need more solar panels

They got it done

So after a while of Sunrun fighting with Narragansett Electric about me having to purchase a new transformer they was able to get my panels installed without me having to purchase a transformer that would’ve costed me big money. My bill has shrunk tremendously. Anyone thinking about getting panels but has been told by others that it’s not worth it don’t listen to them. Just do it.

good panels, work better than expected

I installed my panels in 2016; my summer electric bills were immediately reduced to zero, and were very low even after I bougtht an EV in 2017. My only gripe with Sunrun is that they will not intall batteries with an existing solar panel system, which they claim is controlled by SDG&E, and if you don't go through Costco, your customer service will be terrible. I am thankful i went through Costco so everything went smoothly.

Disappointed

As one of the first customers on my block. I would think that any new innovations would be first for me. My neighbor across the street gets a back up battery and solar panel washing. I do not. He got his panels after I did. This is lousy service.

Overall good

Overall happy with Sunrun’s solar but not happy with their post sales support is horrible

So far so good

As of now, we are satisfied with the service provided by Vivint.

It's OK but not the total solution. Still I am happy.

Was pushed in that direction

Seems to be working for me.

See above.

Professional, hard working, friendly & fast

Great job & arrived early

Expect more savings as Utility rates increase.

Expect rates will have to increase since PG&E filed for bankruptcy.