Sunrun Inc.

A Truly Rotten Company

We started this process back in April, 2023. We were told the system would replace the power company and they showed us a fake picture of what our house would look like with panels covering the roof. They said it would take 6 to 8 weeks to get the system up and running. It took them until July to install the panels. At that time they said it would take about two weeks to clear inspection and it would be in operation. The they said they hade to move some of the panels from the front of the house to the back of the house. They did that in November. It is still not working. I found out the roof should have been replaced before the panels were installed. We are trying to sell our house and no one wants the panels. I told Sunrun to get the panels off my roof because it is not working and I can't sell my house.

3rd class solar

We agreed to put there system on our house and it's been a horrible experience. They destroyed our 100 year old pine. Started working left and didn't finish. Beware you can't back out after they start. Unless you're going to pay for the 3rd class work.

No Maintenance

My system has been inoperable for about one year. The Sunrun maintenance came out in August 2023 and confirmed that the inverter (the big Box on back of house) was inoperable and needs replaced. In the meantime, Sunrun keeps charging me for electricity that I’m not receiving. I am now also paying the local electric company for electricity. I’ve called Sunrun “many” times and sent them many emails. They keep making promises but to date “nothing” has been done. I’m ready to turn this matter over to an attorney which I probably should have done months ago. I recommend that everyone avoid doing power purchase agreements with Sunrun

Misled!

Worst experience I had dealing with this company. From being mislead by the salesperson to not explaining the procedure and also not producing insurance certificate. Will not recommend them!!!!!

Sunrun is terrible

I signed a contract with them in April 2023. They came installed a sub panel supposedly ready to install the panels and 8 months later I get an email that "I" have cancelled the installation. How did "I" cancel this? I have been waiting for them for over 8 months and nothing. Then I call the main office to see what's going on and they tell me the loan has expired and that I need to cancel the loan and request a new loan. Who knows what the current interest rate is? They couldn't guarantee me the terms I had before when I signed the contract and will not continue the process until I cancel the loan. I think that's breach of contract and will be seeking some legal advice.

Did not uphold agreement on system

SunRun installed the 2 systems in 2011-2012 as part of the SolarizeMass initiative. It is a leased system. At the time we were told the inverters would be replaced after 7 years. They never were. We were also told they monitored the system. Obviously they don't, as it has been down since January 2023. Due to the very rainy year and the other system still working, I never realized the house system wasn't working until July. I contacted SunRun about it and a few weeks later a contractor came out and verified the failed inverter. He also said the 2 inverters were obsolete, so obsolete he'd never heard of the company. He could do nothing but report what he'd found to SunRun. I have made multiple calls to SunRun over the last few months trying to reach Deja Roper, the person responsible for getting the work done. She has not once returned a call. I was told on November 29, 2023 by a customer service person that a couple days before the request for the new inverter had been authorized. It sounds like they authorized replacing the inverter with another of the obsolete brand. When I have been on the phone with a customer service person, they have not once been able to speak with Deja Roper, she doesn't answer their calls either. As it stands, I have no credit left with the power company and have been paying electric bills since January in addition to the monthly fee to SunRun. I am a disabled elderly widow on a fixed income and this winter's bills are going to hit hard.

Sun Run

If there was something less than one star to rate this scan of a company, I would put it. I’ve had these damn things for 3 years , took two years to get someone on the phone to ask about my benefits or the lack thereof. Sun Run put the blame on the electric company! After the run around and two months later I saw some bill changes, then today (thanksgiving day 2023) I get a docusign email in regards to signing a documents that states that I agree to be the (Host) to their equipment and I have no rights to the tax credit given by the US government.! I wonder what state or federal agency is assigned to regulate solar panels, I’ll find it and send them my concerns. Maybe the BBB will be interested…i will want these things off my roof! Even if I have to take a hammer to them

WORST SOLAR COMPANY

This company do not follow through with promises and contracts. Over charged and lied about roof. Installers damaged my roof and scratched new panels. Do not go with this company. Worst thing we ever did. Very dishonest company.

Absolutely HORRIBLE!!!! SCAM!!!

When I signed my contract to lease the Sunrun Solar Panel, they indicated that when I need roofing work done, they would send someone out to remove and reinstall the solar panels for $500. Couple years later, I actually need to get some roof work done, and contact them. They keep dodging my calls / put me on hold for 1+ hours / say someone will call me back but never call me back. I cannot get ahold of them to help me at all. Absolutely horrible and a complete scam!

Lies and misdirection

Their business model is to basically have the sales reps tell you a ton of amazing benefits and then afterward have support say, "Oh, they shouldn't have told you that." Anything they tell you, get it in writing. Delivery time, monitoring options, fees. Anything.

Panels not producing anything close to promise

Purchased enough panels to cover 115% of our annual usage and now Sunrun is trying to sell us an additional 7 panels to come out a fix the work "for free" that they never did the first time around. They are the professionals and should have known they needed to derate my panel and they never did so now I am not getting the credit for all of the energy produced by the panels and it is completely waste. Do not trust this company.

Engineer stole $500 from my bedside drawer

Beware of this company Sunrun. They sent out a slick salesman and I decided to get my house evaluated. The engineer showed up and I was in a different part of the house. I had just put 10 $50 dollar bills in my drawer right before he got there and when he left I opened my drawer 2 hours later to put the money in my wallet only to discover it was gone. Nobody else was here except my roommate who had just given me $500 for rent. His name is Sergio, he’s 5’11 skinny mid 20’s early 30’s very bad complexion and Hispanic. If you read this, do all you can to warn everyone you know that Sunrun is a total scam. You’re still going to pay Edison and then you’ll have to pay sunrun on top of that. Don’t let them steal your money like their engineer Sergio stole mine.

Can’t get any worse

From start to finish it was a disaster. They lied about the amount of boxes they were installing. Destroyed part of my landscaping, messed up my electrical panel, subbed out installers that destroyed my roof.

ABSOLUTELY TERRIBLE

We have had our system for 2 1/2 years. We started noticing water damage to our walls and ceiling in our living room area, so we went to our attic and saw leaks EVERYWHERE!! My walls, ceiling and insulation in my home is damaged as well as my roof!! We contacted SunRun immediately. After weeks of constant emails to our "escalation expert" they finally sent someone out to our house. The so-called "repair" was to glob and smear tar around the attachments!! I looks a two year old did it!!! DISGUSTING!! We had our own roofer come to our house to evaluate the repairs. He took photos and wrote us a report that explains in great detail that in installation was done incorrectly and has compromised the integrity of the roof. We sent the report to SunRun, the response is that the "Per contract, we completed repairs for leaks due to solar penetrations, satisfying the agreement." UNACCEPTABLE!! Per contract, they guarantee "watertight seals for 10 years" They are refusing to correct the damage they caused! Now they won't return any emails or texts. No one has mentioned the additional damage to the ceiling, walls or the wet insulation in my home!! I have asked about it several times!! I WILL NEVER RECCOMEND THEM TO ANYONE!

Worst experience ever, sunrun is a nightmare

If you are looking for a drama at your property, you have found the right company. They will help you experience delays, mistakes in design (designing your system based on your neighbor roof), sending the documents to the wrong email and not able to fix the error for weeks, firing their sale rep and not able to assign a new rep to you for month, delaying in loan process, and after 15 months, still no running solar system. They are not responsive to you immediately after signing the contract, will disappear, and very unprofessional. Please read hundreds of complaints against this company before coming into business with them. Please google them and read carefully about them. Do your research and avoid drama for yourselves and your family. Avoid avoid avoid

I have been waiting for over 600 days !

I have been waiting for over 600 days to get the solar working in my house. Failed inspection after failed inspection and no way to contact anyone to help me with a way forward. I want these panels off my roof now! I don’t trust anything this company says. I will be contacting BBB now.

No Show Appointment

I had appointment scheduled for today, November 8, 2023. It is now 45 minutes past my appointment time and I have received no call, no text, no communication whatsoever. Am I to understand that there's no interest in generating business? Even if that is true the The considerate and prepper thing to have done would have been to communicate with me. After having this no-show I looked up your company's profile and ratings by customers. I can see why your rating is so low. Totally unprofessional. For me day one is all I need from this company. They are very unprofessional and sloppy and obviously do not care about the inconvenience they cause people who are waiting for an appointment that never happens. Linda J

Non performance violation

There have been leaks in my roof in the past that were fixed by Sunrun. This latest issue requires the back of my roof to be replaced. They sent out 3 inspectors & was told the work would begin in October. After the estimate was sent to Sunrun, they sent out a third party contractor (not a inspector) who said that he would be telling them not to repair my leaking roof. Now I can't get a hold of them. BTW the last guy insulted my military homeowners insurance.

Sunrun sucks!!!!!

We purchased a 42 panel system. 59 k. Went with sunrun for two reasons: first, they are a Costco vendor and two, their financing was awesome. Didn't realize sunrun subs their installations. The installation was grossly negligent. Their advertisement guarantees a 10 yr watertight roof but the contract guarantees a 25 yr watertight roof. Two months after the install with the first rain, we had leaks. Sunrun denied responsibility. That was shitty. I fought with them for "months" to pay for damages. Year two, we had worse leaks and much more water damage. Some to our one yr old insulation; our master bdrm ceiling; our hallway and site of the first leak. These leaks were not a coincidence. Our roof was LEAK FREE for 20 yrs. Sunrun gets credit for paying for interior damages. However, they are are not taking care of our roof issue. The cause of all our leak problems. Sunrun did not follow industry standards by sealing each puncture site with flashing. They used only some stupid goop. Some mounts had lots of goop. Some less goop. That crap would no way last 25 yrs. Didn't last through the first rain. Didn't last through the second rain. I've been forced to cover our roof with tarps and plastics. Sunrun has been warned we are fast approaching our rainy sesson. They don't care. Probably trying to deny responsibility. I do NOT recommend sunrun...ever.

Once you sign, they’re done with you. Not true to their word. Incompetent as they don’t get back to you were at all or they get back to you at a later date. First signed in July and still waiting for two units to be turned on.

Run

If u want to pay twice as much...

Horrible service. All lies

Sun run continues to disappoint. I have had service since 2018 and have yet to save any money on my electricity. Not only that, but my unit has also failed to produce the amount of energy that was promised in my contract 3 years in a row and the company will not honor its agreement and reimburse the difference as promised in my contract. I have been in contact with a Rep by the name of Joe Back for weeks and have had no progress made on this issue. I will be reaching out to the BBB and pursuing legal action now.

Stay far far away

Nothing with this company has been good, from sales to transfer. I can't leave less than 1 star, but this is the worst company I've ever had the displeasure of dealing with. The salesman was smooth and had a lot of promises, luckily I got those promises in writing/on the contract, since it turns out they were mostly just words to get people to sign. At first the install process kept getting stalled due to the inability of the company to get proper permits and overbooking their installs. I signed paperwork in July 2017, but the system wasn't operational until March 2018 (9 months). During install, the installers were caught on my ring camera damaging my landscaping purposefully (playing golf with and intentionally throwing items at my mature cacti). The company denied all wrong-doing then offered two mini replacement cacti as an apology when confronted with the video footage. The first three years of the service cost MORE (even in the grandfathered net metering arrangement since I signed before that plan was frozen) than it would have without solar, so the company had to credit my account back after their review since that was part of the original contract (~$2500 in credits in the first 3 years). Then there were the pigeons, nesting pigeons in/under the system, destroying the wires and leaving decaying and disgusting bird matter all over my roof and property. Since my salesman had guaranteed that pigeons won't roost in the solar system on the contract, I was able to get Sunrun to install pigeon guards and clean up the mess AFTER 2 years of complaints and notification to the company that they were contractually obligated to rectify the issue and the added pressure of possible litigation. They removed 4 large trash bags of material from the roof, and left another 2 trashcans full of material on the ground after washing the roof. Additionally, in 5 years, my system went down 3 times due to a broken inverter. 3 times, during the summer in AZ, and it took Sunrun ~2.5 months each time to get someone to look at it and another 4-6 weeks to replace/fix. Anytime I called customer service, it was hours on hold and no resolution just promises to get back to me. Finally, I sold the property and notified the transfers team in late October 2022 before listing the home in late December. An offer was accepted in February 2023, and Sunrun was provided all paperwork before the final closing date in late April. As of early April, Sunrun had stopped responding on the transfer to me, the buyer and the title company. Sunrun continued to bill me for this property and continued to call me to harass for payments daily, but did nothing else. My title company and I were on the phone for ~10 hours a month (and sending emails asking for updates) with different people at Sunrun and nobody taking any action or even bothering to respond to emails from April until August, when my case was transferred to a new transfer agent after someone finally listened to me on the phone. She finished the transfer in 2 weeks and let me know that the period of time that Sunrun dropped the ball would be credited against my account (I turned off auto-pay after paying through the sale date). She put in the data and had April-July credited off of my account; however, this left a little over a month on my bill (for late July-Sept 1st which hadn't hit at that point). I have continued to contact Sunrun since Sept 1st looking for the remainder of the credit and have received ZERO response from both from the transfer agent, customer service and transfers department. We are now in November and I'm still getting no answer and being harassed for payment and constantly told it is my responsibility until the transfer goes through even though I have in writing their commitment to credit it for the period of their incompetency. Do not do business with this company.

Broken Inverter Since March 2023

Called it in around late March 2023. A technician came mid April. He wasn't able to fix it because the inverter needed to be replaced. Was suppose to follow up the coming week but never heard from him or anybody from Sunrun. Called back many times only to be told that somebody will get back to me. Finally a case manager called me back mid June and stated that the part needed was still coming. Called back many times to get an update. Never got a return call until around early August. Talked to the case manager about how urgent this needs to be. Never got another update until mid September. I finally was able to get the email address of the case manager and contacted her. There was a couple of email exchanges to get updates. Still getting a reply of 'waiting for inventory'. As of today Nov. 2nd, 2023 still not fixed. THAT IS A TOTAL OF 7 MONTHS. Total fail for Sunrun.

wrong system installed

Sunrun installed the wrong system and will not call me back to fix it. Looks like it is court time.