Sunrun Inc.

Disappointed and disgusted

Went with vivant in 2018. Was mislead with many broken promises about rebates, guarantees and tax credits. Found out in 2023 that sunrun took over. Contract was not updated and there is no literature from sunrun as to warranties, guarantees etc. Get a call in January 2025 from sunrun about purchasing 21 more panels to offset electric. Can't afford the panels I do have....don't want 21 effing more. Then find out that invertor isn't working for 3 years AND panels aren't producing. Takes 2 weeks and arguing with escalations and customer care to get a freaking invertor replaced....then find out about the app........SO.....now I can monitor the panels when I couldn't in the last 3 years. I request a credit to my account to escalations and I am told NO since I was supposed to monitor the panels as with no freaking app from vivant. O M G....can't even make this stuff up. Sent several emails about the cost to remove the panels and NO reply from anyone. So BBB and AG was notified and Court is next. And I have a complex special needs child on top of all this BS.

Excellent solar experience

Devin was my rep and the design process went fast and smooth. Af tree rewards there was a delay but then they reached out to me and scheduled the installation. Install day was excellent. Usually workers don’t talk to me but they explained anything I asked them about. They were courteous in explaining the process through the entire day. There are no hidden fees. It had zero cost upfront and my bill is cheaper than what I was paying PGE.

Never made service call

They gave me a 5 hour window and still never made it or called

Horrible company

Sukh Sandhu (Vivint, freedom forever, & sunrun) He is a very smooth talker and made a lot of promises and even sent me the information with the promises but when I went to go to my email the information was all gone from the email (It looked to have been only available for a certain amount of time) I have called several times trying to reach the guy;l because he said I could always call him with anything issue and he would take care of it or at least help to take care of the issue. He never responded So I called the office countless times and they couldn't get a hold of the guy as well and he didn't respond to them either So the office sent notes to the supervisor which the supervisor never responded either I had to stop paying because I can not afford two large bills and the guy knew this and I told him if it was going to be two big bills I will not be able to pay both... i said this several times to the guy.. And now my credit score is hurt by this So surrun needs to make this good reverse all charges and fix my credit on there part and take there panels off and fix my roof It is really bad when a company gives broken promises and broken contracts I would never recommend this company to anyone

Sunrun

Sunrun is helping Me to fix delmarva powet they are ripping people off. They are working with me to lower electric bill. Sunrun is amazing

Paying for solar & high bills—system underdelivers badly.

I’m extremely disappointed with my experience with Sunrun. I was told by the sales rep that solar would significantly lower my electricity costs and save me money over time. That couldn’t be further from the truth. I'm paying $180/month to Sunrun plus over $200 in electric bills—more than I was paying before I had solar. I’ve contacted customer service multiple times, and their only suggestion was to add more panels—which would mean another separate bill. That’s not a solution, it’s just more cost. Clearly, the system they installed was not properly sized for my home despite what I was promised during the sale. I feel misled and taken advantage of. This system has brought nothing but financial stress and zero savings. I expected better planning, honesty, and support from a company like Sunrun. Think twice before signing anything—they sell you big promises but leave you with bigger bills.

Still waiting on HECO to finish BUT...

From the beginning with Jake as our sales rep, to Stevie our project manager, Irish and Garyn with the panel upgrade; Natallia, Ramon, Christian, and Corbin for the Solar Panel installs, and HECO, the whole process has been very informative, and everything that was going on, we were kept in the loop of everything. We have been waiting for almost a year now, but we are almost finished with everything and are very excited to switch to Solar with Sunrun.

Sunrun did a great job with every step of our solar process. Great communication and very quick inspection and installation.

Fast, knowledgeable, and extremely nice.

Everyone from Karlene ( the bestest sales person) the people who call on the phone and Adam's crew who did the install..who by the way left the area after the install like no one had been here, they all have been top notch.

Install team was excellent and professional. Sale consultant Nick Haag was as well.

Was happy until I needed service

Customer service is not good. Been down for 60 days before I notices, took 2 weeks for them to acknowledge problem, had no inverter to replace failed on (they have 12 year mfg warranty). Week later, have invert, now have to wait 90 more days for install of inverter. that will be 5 months, 120 days during the best sunshine part of the year not generating KW. Ridiculous. No reply to why they let my problem go for 60 days un disclosed, I had to find it. No reply to why it takes 90 days for a tech to come install. They answer phone in 5 min or less but have no answer, can not get a manager or supervisor to call back with more info.

Deceptive and illegal business practices

It has been a year of hours and hours spent with SunRun trying to get them to follow their legal contractual obligations. Over 100 calls, Multiple people spoken with and refusal to pay what they owe after being promised I would be reimbursed the "early performance guarantee" as soon as the work was finished. Terrible company.

Install

So far installation moving along pretty well

My husband and I bought our house in 2023 from a disabled man. It was a fixer upper- needed a ton of work and the only thing he had done was put solar panels on in 2019. We inherited the 25 year lease which was a terrible contract, after spending months calling to try to transfer with little to no response from SunRun. We later found out they had put panels on a 25+ year old roof, which obviously would need to be redone within 5 years. They told us we needed to pay $185 per panel to remove and reinstall (there are 19), on top of the cost of the roof. Then, a year later in Sept 2024 when our roof started leaking in our 1 year olds room we decided to prioritize saving to do the roof, and they told us it was now $210 a panel. Fast forward to now, 6 months later, and we’ve finally saved enough and now they’re telling us the cost is $315 per panel to remove. I tried to call and talk to them esp given the fact that we spoke to a SunRun rep who works with our roofer and he told us SunRun never should have installed panels on a roof that old, and that they often will redo customers’ roof to install panels (which is true, my friend just did it). They won’t even honor the pricing from September, which means we will have to pay $6k ($2k extra) to have panels removed and reinstalled. Not only that, the customer service reps were cold and defensive when I tried to explain the situation. Roofers we’ve talked to are floored that they even installed the panel given the roofs condition, but as mentioned the former homeowner was disabled and did no work to his house except this. Given our experience I wouldn’t be surprised if they took advantage of him to make the sale. Terrible ethics, terrible customer service. Definitely wouldn’t recommend.

Monthly electric bill has been reduced with solar power but I am not saving money. Solar Energy charges me each month of $62.00.. So even though I am saving on electric I am not seeing a savings. The electric cost and Solar's cost it is currently costing me each month than I was paying before Solar. Be very careful that all cost are shown before sighing a contract. Do you home work.

Professional/ Honest

Tom, our sales rep. was transparent thru the process and set up. There was professionalism and integrity thru the entire process The crew that did the installation were courteous and explained what they were doing throughout the installation.

So far the assessment and the installation of the solar panels went well now the inspection of the circuit breaker and ground wire by the water meter is left to check. Looking forward to when the power goes on to truly see the amount of money I can save on my electric bill.

Terrible Customer Service

I have recently had an awful experience with Sunrun. My system was not working for 9 months and it took multiple service appointments to get the issue resolved. The workers who came out to fix the system were great and even encouraged me to speak with customer care regarding the length of time it took to fix the system and the resulting financial burden. However, when I reached out to customer care the agent was awful. Their "understanding" and "care" for the situation was not genuine and they did not offer any viable solution. No compensation was offered for the 9 months that the system was not producing any power (so don't believe their "minimum production guarantee" or any underproduction/underperformance policy that a salesperson will tell you, they don't do it). When I asked to escalate my issue to a manager or supervisor I was told they could not do so. I have been with Sunrun for 6 years now and I do not feel like the added solar has resulted in any savings for me and the fact that they have no problem with your system not working for 9 months with no compensation to the client is disrespectful. I would choose to go with any other company than this one.

Crappy Service

I bought a new construction house that was installed with a new Sunrun system. The first year was great! I had to pay $600 to SCE (electric company). When I got the second years bill I almost fell on the floor! The bill came to $6500. I called the electric company and they said the bill was correct. So I then called Sunrun and asked them to send out a technician to check my system out. They never sent a technician but said the system was working properly. I’m coming up to the 3rd years bill and again my bill is $6500. It’s just me and my wife and we are at work all day so we don’t use much electricity. I’m beginning to think I’m being scammed by this solar company.

Excellent Install

Joe and crew were on time, courteous, and overall did an excellent job. They addressed questions, worked with purpose (no messing around), resulting in a system that worked the first time and installed neat and organized. They cleaned up afterwards such that you would never know that an install occurred.

I just want to say that my husband Jean and I had the best experience possible working with Brenno Delima(Bob). he was patient and thorough about the process of qualifying for the no out of pocket cost solar program. I highly recommend him and Sunrun.

Support is terrible

Contacted support through chat and described my problem including technical details (described later). After 3 days I was finally contacted with a date. Tech never showed because their system showed everything working fine. I called the next day indicating the tech never showed, and that the issue was a potential safety issue. Didn't matter, since the system shows working I will be put back in the queue for a visit. Chat and phone support would not elevate the issue. Issue: Outlet that supplies Envoy has a GFI which kept tripping due to water getting into the box housing and the envoy.

Wonderful experience with solar consultant

I signed the contract with Sunrun today. Rick Carn was very welcoming and patient, he was very knowledgeable and acted like a teacher to me, he gave me a solar energy course and explained it clearly so I could fully understand it. I am very grateful to him and I am glad that your company has such a talent. .

Underperforming panels

My system has been underperforming since June,2023. Almost 2 years now and no one has come to fix the problem.

Solar install

We had such a great experience, getting our solar. From the very beginning our rep Cuong was incredible. He was extremely knowledgeable was always available to answer our questions, hesitations, and was easy to talk to. The install team lead by Nam was also top notch. They were polite, respectful, and available to answer questions and guide us through this process. Highly recommend!