Sunrun Inc.

Terrible service!

At the beginning The company intentionally calculated much lower average consumption for us which we discovered later and we are paying now about 35-40% higher than we paid before panels. Of course we should have checked and not to be so trusting… still very disappointing for such serious company… But when we decided to put a new roof they charged us almost $5k for removing and reinstalling panels though other company include one time reinstallation free in NJ… Took them 2 months to finally remove panels and now - the worst part roof company changed the position of one pipe on the roof and Sunrun want us to pay additional $2.6k for “redesign “!!! This is absolutely outrageous! Such a disgusting way of pulling money from clients!

Worst Experience I Would Never Recommend

If I could give negative 857 stars I would since that's what I was charged EXTRA ON TOP OF my monthly contract for the sale of the solar panels. Something malfunctioned with my system which caused the solars to not work. For the past three months I have been offline of the solars and back on the NV Energy grid incurring their outrageous fees plus the Solar fees. Do you think SunRun cares? Absolutely not. My case manager Mary Delgado won't even respond to any of my emails. She is aware I am writing this because I warned her that if I didn't get a response from her I would have no choice but to take it to social media since I know SOMEONE will respond from this company if you leave a negative review...it's just how our world operates these days. They don't care that I'm being charged crazy energy bills even though I paid for a product and a system to better the world and go easy on my pockets...all they care about is making the sale and collecting their payment each month. Don't go with this company, GO WITH TESLA. I REGRET the day I chose SunRun over Tesla. And now I'm paying dearly for it...twice a month with my hard earned money and no response from the company or Mary, who should be ashamed of herself. UPDATE: Mary actually responded and did not take any accountability or provide any solutions, just gave me the customer service number and said it’s not her case.

Total Thieves Bait n Switch

I already had 29 panels When Mr Merik Flanagan salesperson for SR promised me 14 more tgen admitted he could only do 7. He promised me$11k .. Then he added a bogus Home Improvement cost of $1500 to Downgrade my clay tiles to asphalt shingles! Originally SR in 2015 placed 29: panels on my tile roof! He claimed he’d pay for tge bogus home unimprovement…Start dates were false finish dare was overdue and green I get a new home improvement contract to Sign that I refused for $8600 I told him n Sunrun to go to Hell Filed a dispute with my credit card company. They lied about Everything including my refund. Avoid at all costs They are awful and completely dishonest! A plague on them !

Misleading and corrupt company

My sales representative Adam Sadler that works for Vivint was very dishonest. I was told that I would have enough solar panels that I would never have a electric bill again. THAT WAS A LIE. Also I would get 6,000 dollars back from the IRS as a rebate check. THAT WAS A LIE. Also I was told that if I had to get the panels removed and replaced for any reason that it would only cost me a total of 100 dollars. THAT WAS A LIE. It actually cost me 2400 dollars. So for the first year it actually cost me about 250 dollars a month. Before the solar panels my average monthly bill was 88 dollars a month. This is the worst mistake of my life. This is the most corrupt company that I have ever dealt with. I stopped paying for the panels so my service was turned off. Please stay away from this corrupt company.

Bait and switch???

We started the process of inquiry about the SunRun solar system this past summer. Costs were given for the lease program and what would be in our package explained. We opted to go with what was discussed. This was with Cody and Collin from California. What we were offered and what we received were two different things. When I mentioned this, Cody denied wow as said. My utility company suggested that we have legal access to the recorded conversations. So eventually they were sent to us. We listened to them and found out that we were correct in what was promised. They claimed that we signed the paper which we did on a small cell phone. They pushed me to sign quickly to keep the process moving. I trusted that what we were promised was what we would receive. We now have the system in our house but it is not hooked up to the utility company. They have put this on pause until we get the differences worked out. So now in an attempt to contact anyone, I get no response. We would rather not hire a lawyer for this but may be forced to. We need a response from this company so that we get what we were promised. Please respond so that this.

BEWARE

Beware this company TRASH I regret I made this mistake by allowing them to attach this trash to my home I’ve live in my home 6yrs “ Alone” electricity bill has NEVER been over 70bucks. Service complete in August and in September “ 1 month later” I receive a Sunrun bill for $87 on top of my $65 ComEd bill. This is a SCAM

six months waiting,open Case #12801601 and there is no solution

I feel compelled to express my deep dissatisfaction with the experience I have had with your company in relation to the service provided by one of your managers, Ryan Tall. Approximately six months ago, I committed to Sunrun due to a written offer made by Mr. Tall, who promised to refund me the sum of $1050. Unfortunately, to date, this promise has not been fulfilled. From the outset, I experienced a lack of seriousness, responsibility, and commitment on the part of Sunrun, which has become even more concerning with the non-fulfillment of Mr. Tall's refund offer. Despite having opened a case against this manager, I have received little to no assistance from your customer service team, who, while acknowledging Mr. Tall's lack of seriousness, have not taken effective action to resolve this matter. The situation has become even more frustrating as I have decided to stop paying for the service due to the lack of fulfillment of the agreed-upon offer. I now find myself in the position of owing $300 for two months in arrears, and I am being threatened with the involvement of a collection agency. This threat only exacerbates an already unsatisfactory and damaging situation for me as a customer. It is crucial for companies to honor their promises and written offers, and it is disappointing that Sunrun has been unable to do so in this case. The lack of transparency and the failure to resolve this issue have led to an extremely negative customer experience. I hope that Sunrun takes immediate steps to address this problem and finally fulfills the offer made by your manager, Ryan Tall. Furthermore, I suggest you consider reviewing your internal policies and procedures to ensure greater seriousness and responsibility in the future. As a customer, I should also have the right to resort to a collection agency if Sunrun fails to meet its commitments. I hope that this negative feedback is taken seriously and that appropriate measures are taken to address this situation and restore trust in your company.

The absolute worst experience

SunRun could not be more unprofessional. I get an email that there’s an error identified on my panels and to make an appointment. I make the appointment and a tech comes out and I’m told everything is fine. This has happened on repeat 5-6 times just this year. When I ask what the issue is, not one person can tell me what’s wrong. Why is this company so incompetent??? How the hell do I get out of this damn lease.

Sales was deceptive on installation bonus

Terrible experience from the start. Talked to sales person at Costco and set appointment for sales person to come to my house. She showered up on time and gave me options and pricing. After 2 site visits I was supposed to get a site plan drawing for approval but I never received the site drawing. My sales person said there was not enough space on my roof for all the panels I wanted. I gave her the option of installing the panels on my detached shop building in my back yard. Another site evaluation and then nothing again. I reached out again and was told that they could not install on my metal building, No word of any alternate options so a few months later I started looking into other companies, while making inquires a different sun run sales person reached out and said they could install a few less panels ( should make my electric net zero)on my house roof. He offered a good portion install bonus to help with my upcoming 1,200 pge true up bill. another site survey and then finally a site drawing. Installation was scheduled a few months out but the first install crew arrived, looked at my standing seam metal roof on my house and said they didn't have the correct hardware for install (I specifically told my customer care person setting up the install that I had that roof so the installers could bring the necessary safety equipment to be up there). The crew said they would order the correct hardware and then make another install appointment once it came in. about a month later they set up another appointment and when the second crew arrived, they unloaded all the install components and realized they did not have the correct hardware either, Another month and the third crew showed up with the incorrect hardware again so they had their hardware supplier rep come out to see what they needed,. The rep ordered the correct hardware and had uber drop them off so the crew could install. Finally after 10 months since first meeting I have panels installed but now it's so busy the inspection was 8-10 weeks out and then another 4-6 weeks for approval from pge to activate my system. No I have panels but it's fall so I will not get much production this year. I had to call and request my install bonus which ended up being only 400 7 months after my 1200 true up was due. It took so long the sales rep was no longer working there so the gave me the bare minimum which was significantly lower than the sales rep indicated by saying they could help out with a good portion of my 1200 true up. Now I am stuck for at least 5 years. I can't even buy my way out of this company before then. If I stay it's 25 years I'm stuck with them. I have a previous leased system with solar city/Tesla with no issues for over 10 years already but they will no longer install on a metal roof so I could not add more panels with them. I would not ever use sun run or recommend them to anyone.

Sunrun

I am totally not happy with our solar. The sales guy used the sales pitch we will never have APS bill and will have credits. That is a joke! I always over pay and they cannot say it is my usage! How is it that my APS bill is 164.00 in total, 64.00 in solar credits, so I pay 100.00 to aps and 121.00 to Sunrun, see the math here? I am overpaying every single month. I could of just paid 164.00 only to Aps! I called to see if I can have the system checked. Of course they said if the send someone out and the system is fine I have to the pay the service fee. I asked if maybe I need more solar panels and that assistance was not offered. I am going to just get a lawyer since they will not help me.

Sun run needs to do better

We have 24 panels on our roof. I kept complaining since 2019 that this system was not working. They kept telling me over the phone that it all looked good. Fast forward to April 2023 still complaining Titan came out they climbed on the roof and said you have 24 panels installed but only 12 were working this whole time since 2019. The other 12 were never installed right the connection was not correct. I called Sun run told them all about this and they offered me a whole $60 back. This system has not worked since 2019 and they only gave me $60 refund or credit towards the problem. I would never suggest anybody gets Sun run. They owe me more credit than $60 since 2019 because 12 of them were never working because they were not installed right and the only way you can find that information out is titan told us you have to go on the roof and check yourself. Titan did a great job. They told us the truth, but Sun run lies. I want my credit back from 2019 till now. Do not get this company to do your solar system. I will let you know if I ever get my credit. If I don’t, I’m gonna have to go another route because we are very unhappy with them. A friend of mine has Sun run and her system was not working right. She had the same problem as I was having. Sun run claims no responsibility for my system not working right.

SunRun's customer service is abysmal

SunRun's customer service is abysmal. I am their customer from May 24, 2010. I am leasing their system. Lately the LCD screens on both inverters stop working. I asked them to fix inverters. I called , sent them emails but nothing was done. They asked to provide pictures of not working LCD screens and I send them pictures on 09/14/2023. They would open the case and immediately close the case stating that system worked fine. I paid $190 for technician visit to check the system. Tech name was Joel. He came and stated that both LCD screens are not working and that he will order new LCD screens and install them. When I followed up with customer service there is no mention anywhere about LCD screens not working. I do not recommend Sunrun for your solar needs.

Thieves that rob from the poor and give to the rich

I HAVE AN INTELLECTUAL DISABILITY, NO ONE EXPLAINED TO ME HOW ANY OF THIS WORKS. I WAS GIVEN PANELS AND PLANS THAT DIDN'T SUIT MY NEEDS AND ENERGY CONSUMPTION AND STUCK WITH BILLS THAT WERE/ARE HIGHER THAN WHAT I HAD BEFORE. NONE OF WHAT I AM CURRENTLY GOING THROUGH WAS EXPLAINED TO ME AND NONE OF IT FITS MY NEEDS. NO ONE EXPLAINED WHAT ANY OF THIS MEANS WHEN GOING THROUGH THE PROCESS. WHOEVER DESIGNED MY PLANS AND INSTALLED MY PANELS DID SO UNDER THE GUISE THAT MY CURRENT ENERGY CONSUMPTION WOULD COVERED UNDER THE SOLAR PANEL PLAN I WAS GIVEN. THIS WAS NEVER TOLD TO ME OR EXPLAINED. NO ONE CARES THAT I WAS GIVEN A PLAN THAT THE ONLY WAY IT MAKES ANY SENSE TO HAVE IS TO DRASTICALLY REDUCE MONTHLY CONSUMPTION. IF NOT I ACTUALLY WILL PAY NEARLY DOUBLE WHAT MY UTILITY BILL IS. NO SALES REP EXPLAINED THIS, NO ONE AT THE COMPANY CAN EXPLAIN THIS IN A MANNER THAT MAKES SENSE FOR ME AS A CUSTOMER TO HAVE.

We've given Sunrun 5 years and have contacted them on several occasions because they are simply underperforming. We pay $162. per month and the rate goes up every year by 2% for so-called inflation, even though the panels are expected to perform at a diminished rate with time. We still pay anywhere from $200.00 - $300.00 per month to Duke. With that said, they are CRAP. We do have trees but they took those trees into consideration when we installed them and were told we'd have a small Duke bill regardless . They did take 2 panels off so that it could pass inspection & we've contacted them about a damaged panel. To date, we are just told that they are working 92%- 95%. We're thinking of locating an attorney to handle this because their representative misrepresented the company at signing & if we were at the very least, getting proper use out of them, we would disregard the misrepresentation but enough is enough. At this time, we want to remove the panels since they are nothing but useless garbage. DO NOT HIRE SUNRUN. Their customer service is also horrible. My aunt also has similar issues and is paying more than I am. She has no trees impeding the rays of the sun.

Run from Sun Run

They have been giving me the run around for two months about replacing my inverter. I have to call them, they never call me. I’ve made three appointments and had to make sure someone was at my house, only to not have them show up 3 times. At this point I want out of this solar contract and am going to start a class action lawsuit. Anyone interested in joining I will post regular updates here.

Pathetic roof repair effort

My mother has had a roof leak for a month, no one has come to fix it. Water just keeps dripping in from a lousy, bad, lazy panel install. Nobody emails back, nobody calls back, nobody does repairs. Pathetic company. Avoid

Bad Experience

So far is the worst experience i had in my life with a company that i am buying a service. Was ok in to i sign the contract and they schedule the first install day that was in April 4. After that they show up in my house left after 1 hours because they didn’t have tools and hardware to install my panels after 4 inspection in my house. I had to call than 2 times a week for 3 months for than to return. Project manager never called me sales man never contacted to explain i had to go after him to get any update. Call center doesn’t now nothing and they give you 5 days to get back to you. I am sorry I don’t know how this company is the #1 in the USA I will never refer this company

BE CAREFUL WITH COSTCO/SUNRUN YOU MIGHT ENDED UP WITH A LEMON.

BE CAREFUL WITH COSTCO/SUNRUN YOU MIGHT ENDED UP WITH A LEMONAND THEY WILL NEVER CHANGE IT WITH A NEW SYSTEM. Installed in 2018 and having problems with the connection, battery, installation, SDGE payments, and underproduction. Horrible experience, more than 10 supervisors, managers, hundreds of emails, phone calls and many technicians and it is October 2023 and no final resolution. The best part!!, when they get frustrated is usually when the customer is right... then they ignore you. No calls, no emails from them, suddenly you don't exist. Several times I asked to change the whole system since it was not working!!!, and SUNRUN insist in trying the same thing over and over again. SIX TIMES CHANGE THE BATTERY IN LESS THAN ONE YEAR! and still same connection problem. Problems with SDGE payments!! Now SDGE is threating me to cut the service if I don't pay. They offer you a check for $77.00 Technicians charging the battery from your AC and SDGE charging $800 and SUNRUN...crickets, crickets. $21,772 in loans, interests... and when you talk about compensation for underperformance, and energy bill and loans... COSTCO/SUNRUN looks to the other way. What a horrible experience DO YOUR RESEARCH FIRST! Forget about trying to sell your house! Your disclosures will bring the price DOWN!!! specially when you tell them that the solar problem has more than 4 years and no resolution. ======================== Since you review this review, I'm afraid of SUNRUN technicians and supervisors retaliation They have cut me from looking into the SolarEdge app several times, so I will not know what it is going on with my solar panels and production. They delete the cases and then they assign another supervisor. And start all over again. I found it out after 2 years of no production And last month, when I complained, they did it again. Ignored my emails and completely left me deal with SDGE threats.

No follow-up after inoperable installation!

We have been working with Sunrun since July 2022 on an additional, new solar / battery system. Finally after over a year of waiting, our installation occurred on 8/15/2023. The installation was done but the system was left in an inoperable state due to a faulty micro-grid (power transfer module) component. It is now nearly two months later and the system remains inoperable with no updates on when it will be repaired. Is Sunrun still in business?

Mixed up my address

Put the wrong address on the permit After being told countless times it was wrong! Pg&E cannot & shouldn’t hook up , SunRuns answer is to claim it’s our fault Because we refuse to go through the process of changing the 60 year old address on our property to match their Mistakes , at this point I wish I’d never heard of The company

Worst company ever

I went solar in 2014 with VIVINT Solar, which was bought out in 2020 by SUNRUN. VIVINT was great during the installation as well as when I had questions/concerns about the performance of the system. However, during storms this year (2023) I got a leak in my roof (into a bedroom), so need the solar panels temporarily removed. Have been trying to get SUNRUN to remove the panels for over 50 days and still don't even have a scheduled date for removal. Only thing keeping even more extensive damage from occurring to my home has been the lack of hard rains. So SUNRUN customer service = joke. BTW if bad customer service is okay, also take into account that SUNRUN has raised their rates the maximum each year allowable by our contract, soaking us to pay someone in the company (certainly not the customer service people). By the time the contract is done, we'll be paying twice what we paid the electric company for our electricity. At least we are helping the planet; would highly recommend saving the planet with another company though.

Terrible Service

Sunrun is a terrible company. Avoid at all cost. Like the previous review, our panels were installed on our house in April. They were not turned on until September after the heat of summer. We have had them on our house for a year now and the inverter stopped working for n August. We didn’t find out until the end of August. And then was told it couldn’t be fixed until 0ct 3rd. They have continued to charge us even though we do not have a working service. Are having to pay pge and it’s the past the 3rd still not working and no update as to when they can get to fixing it. Terrible customer service and bad product.

What a joke!

Proactively called to get a quote. Received a call from David the Northern CA rep. He requested 12 months of PGE which I promptly provided. After 10 days of emails, call and text, he was unable to give an estimate. Based on that poor experience, I emailed him to say that I was no longer interested in a quote. Why spend over 20k with a company that can't be bothered to give you a simple quote.

One of the WORST companies I’ve ever done business with. Had solar panels placed 7 years açaí ZERO savings. Customer service promises to call us and send us information and look into things and never ever has followed through, then we get another customer service person who tells us the case is closed. No way of getting to upper management. POOR CUSTOMER SERVICE!!

Lies

I had vivient solar was never told the company was taken over by sunrun six years later my roof needed to be redone went to the town was told the permit for the solar was never closed called sunrun was giving a royal run around two months now and still can’t get the permit closed called the installation team to get the panels removed and I am getting a charge fee of $7165 bad service