Sunrun Inc.

Months with broken system. Not saving on electricity

I have already posted on Better Business Bureau, Consumer Affairs, and have multiple open cases with Sunrun support, yet they have still left me without a working solar system for the past few months. I was promised calls that I never received, I have been assigned "case managers" who have dropped off the map on 2 other occasions (including the latest one a few days ago). I am paying more WITH solar than I would be without it (even when the system was working properly). Zero savings on electrical bill when you factor in the solar lease payment. They have acknowledged this and refunded me a few times, but always at my request after providing a bunch of paperwork. I do not have time for this. If they don't break my contract (for not holding up to their end of the bargain), then I will at the very least continue to let the world know through any avenue possible to stay away from Sunrun.

DO NOT USE SUNRUN SOLAR

Sunrun's design and engineering teams made a HUGE mistake by installing one panel next to our evaporative cooling system making it impossible to access our system for summer cooling as well as causing a dangerous situtation for our contractor to try and get the evap cooler up and running. This was discovered back in March and although they removed the panel in late July we still have the panel in our backyard unused by us or them. We paid for 9 panels and only have 8 through no fault of our own! They owe us approximetly $1700. I have emailed, made phone calls left messages, been told that I have an open case and someone from Remove and Reinstall would be notified and would get in touch. The most recent communications regarding compensation started 8/24, then 8/31 and 9/1 with no response at all! We are VERY dissatisfied customers and do not recommend them no matter how nice they appear in the beginning!

STAY AWAY

I wrote twice to this person, twice to CEO, twice to Action 9 and no one will respond to me..... Here is the last letter I wrong to CEO; I had Jake one of your technicians look over my system to see why I was not seeing any benefits of going solar. Once he arrived, he immediately informed me that my system was definitely not working. He updated and did a few more things and my system is now working according to Jake. He said it was and always has been in Standby Status. I am just hoping I will see a difference when I receive my next power bill. I am really surprised that I have yet to hear from you, but I did want to let you know that finally I do believe we have things worked out as far as the system is concerned, but regarding all these high-power bills that I have been paying is another story. It is very hard to get any communications going when it comes to Sunrun. The only email I ever received and always received is How did we do????? I would hope there is some compensation since I signed this contract in January of 2023 and my system did not start working till August 18th 2023. I do believe compensation of some sort is the professional way to handle this unfortunate situation. Kindly take the time and let me know that you at least read my recommendation to keep me as a happy customer, because as of right now I would never recommend Sunrun to any of my friends, family, or colleagues. The technician and some of your customers service employees, like Jake and Kierra, are exceptional at their job and actually tried their best to do the right thing and get this problem resolved. Most of the people I spoke to would constantly say we will not send anyone over to your house to check the system unless we see something on our side stating the system is not working and on our side the system is working perfectly. I would say glad to hear that, but on my side, it is not working and then I would receive an email asking "How did we do???? I had to call at least 15 times and beg to have a work order put in and finally it happened, and I very much appreciate that. I believe I am owed some compensation and since no one will respond to any of my emails I just wanted to warn everyone else - STAY AWAY FROM THIS COMPANY!

Sunrun is the Worst. Great at installation, horrible afterwards

Sunrun is the worst. They were happy to take my money for the solar panels, but a year later my roof started leaking like crazy in multiple spots. They claim it's absolutely not because of their installation, but that means they've installed on a failing roof, which they shouldn't have! They can't have it both ways! I was willing to pay Sunrun for removal and remounting and pay for my own new foam roof, but they refuse to do that because "they don't install on foam roofs". However, they don't need to install on a foam roof - all the mounts that actually penetrate the roof (which is the thing that Sunrun and some other companies are afraid of with foam roofs) are already in and will stay - the roofer sprays foam over mounts and takes on all future leak liability. And Sunrun STILL refuses to cooperate. It's unbelievable - they either caused the leak or installed on a failing roof, don't take any responsibility for either, and now they won't even take their panels off so I can pay them and pay for a new roof myself!!

LIARS

I was accosted at my local Costco by an elderly gentleman pitching the benefits of solar, especially here in Arizona. He was a SUNRUN representative. I informed him that I was already a Sunrun customer and was currently happy with my system and the plan we had in place. He proceeded to inform me of the potential upcoming rate hikes that APS has proposed and that I should consider adding panels to my existing system to offset the impending increase of my APS bill. So I agreed to meet with a representative to go over the new proposed system where he told me the new panels would increase my current productivity to offset my bill to the point that APS would have to buy back my excess KwHours. While the kid who came to my home did mention I would have to drop my current plan and sign up on the current plan, he failed to mention that the new plan would. A) More than double the rate that APS was currently charging me. B) Make it virtually impossible to ever meet the hidden "Fine print" criteria required to make the addition capable of accomplishing what he claimed. C) Made me susceptible to the new APS rate hikes that I was protected from by the Grandfather clause in my original agreement with both SUNRUN/APS. D) Our Sunrun bill increased by about 40% and our APS bill increased up to 6x what we were paying, and that's before the proposed hike. Upon taking with both SUNRUN and APS representatives I have been informed that the system is working within required parameters and there is nothing they can do. If SUNRUN actually cares about customer service & satisfaction, they'll make arrangements to unwind this "Deal" with APS and even remove the excess panels which has only resulted in a financial hardship that I won't be able to endure.

Worse company ever

Every experience with SunRun is like having a Root canal. Takes them months to resolve simple issues. They have no accountability of any kind. Takes a minimum of at least 10 calls to resolve an issue. Worse service ever, I would stay clear of this company if you want good customer experience. Don't waste your hard earned money on this company.

The worst compay

If you are planning to get solar system. Never ever work with Sunrun. They book appointments for any technical issues and their tech guys never show up. You have to call 10 times till someone show up. Do your self a favor, if you see them at home depot or Costco, lowes just walk a way.

AWFUL CUSTOMER SERVICE

If I could give zero stars I absolutely would. We bought a house in October of 2022 that unfortunately already had solar panels on it through SunRun. If we wanted the house, we had no option but to take over the contract so here we are - and let me tell you it has been nothing but a nightmare ever since day one. It started with billing issues, being overcharged, etc. After numerous phone calls that was all straightened out - it was not an easy process to correct by any means though it was definitely a struggle! Flash forward to August 7, 2023 - we had a tornado come through our area causing numerous trees to fall onto our house. We filed an insurance claim as a new roof is needed and solar panels are damaged as well. Contacted SunRun to get the process started with them to remove the panels and the lady stated it would no problem that she was going to email me a form and I just needed to complete it and email it back - no problem! Except for the fact that she never sent the form. Called back the next day and they apologized and sent the form - great, we completed and returned the form. Two days go by and I hear from no one, so I contact SunRun and ask for an update. They state they don't have any updates and I would have to wait. Flash forward a week and I call again, finally speak with someone who seemed helpful at the time. Stated he was passing our information on to a third party company, American Solar Repair, and that I just needed to contact them. I have called American Solar Repair for 2 weeks straight and left messages - no answer, and no returned call. I have called SunRun to assist, each time they put me on hold to tell me that they are going to try to contract American Solar directly. Each time coming back to tell me they also cannot get in contact with American Solar and that I would just need to wait for a call back. We are now a month and one day out from the tornado - I still do not have a date to get the solar panels removed nor do I have an estimate to submit to insurance regarding the repairs needed on the solar panels. At this point, I cannot get in touch with anyone and when I do get a rep they inform me that my Account Manager, Jesus, will contact me shortly - apparently "shortly" to SunRun means a month and counting.... The last lady I spoke with told me Jesus would call me back, I informed her that I would stay on hold as call backs don't seem to be a thing at SunRun. She put me on hold for 40 mins, came back on the phone to her talking in the background and her baby screaming and then the call was conveniently disconnected. At a loss as to what to even do at this point.

Do not lease any power from these losers!

I have had the solar panels for about 2 years now and have had nothing but problems with the company and with the system. It's been 2 months now that my panels are not producing any electricity but they still expect you to pay your monthly premium. Do not let them sell you a system telling you this will produce 105% of the electricity you need. Make sure that they sell you a system that will produce 25 or even 30% more than the electricity you need especially if you tell them that a pool is being built in the next couple of months. Worst mistake I made was going with this company.

Sun run has poor communication. I received my electric bill high than the usual that I’m paying every month. So I called sunrun and found out that my solar is not working for over a week already. If I did not call, there’s no way that I am aware of this. There’s no communication, no email nor call. The customer service that I spoke told me they cannot give exact time to fix since the replacement depends on the availability of the parts. Very disappointed. No follow up call or email that I received.

Reinstall

Needed a new roof. Sunrun removed it Thanksgiving week last year. Panels are still in my yard and wiring hanging off house. Terrible company

Sorry people I have solar panels for one year and two months and I figured that I’m paying more than before I could to the main office and I asked what I have to do and after few minutes asking they handed up on me. Be careful with the comments like this

Worst customer service

Had to have solar panels removed to place new roof on the residence. Once roof was done called them to put the panels back up (they told us we had a time frame to put them back on). Was told we’d get a call back more than once and no one does. We had to call 3 times to speak with someone to set this up. The earliest date they could give us was August 31st. The roof was finished June 24th!! We then received a bill for July for the solar panels that were not attached. When we called (again multiple times) they told us we have to pay an “estimated” amount based on our contract if they are not up on the roof soon enough. How can you charge us when the earliest date YOU gave us was Aug. 31st. They are adamant we are paying this bill when they are the sole reason they were not up sooner. We will be filing a complaint against them with consumer affairs. DO NOT USE THIS COMPANY!

Terrible

I bought my house with the panels already on my house. This is hands down the worst solar company. I first contacted them May of last year that I had a leak in my roof and was told I was out of the warranty period. Fast forward to May of this year, the leak got worse and their first appointment they could give me was July 22. I went with another Long Island base company, which gave me an appointment the following week. Now, my roof has been replaced and I was told I needed a new survey since I have a vent in my roof, where 2 panels were previously located. July 18 the survey was complete and I have no update from them. I call them once a week, every week just to be told "it's being escalated." So now almost 2 months later and I still have no panels. Maybe they should invest more in their design team and less in the cold calling.

Would give 0 stars if available

This company has really bad business practices and are not trustworthy in the slightest, I have a no soliciting sign on my door that you can clearly see and yet the salesman still knocks on the door and then is so disrespectful when asking not to do it anymore. I've also heard that there employess like to steal tools from their customers. Please don't ever buy from this shitty company, and if you do please lock up everything you own before they come by. You never know what they might try to steal from you next.

Do not buy solar system from Sunrun

Our experience with Sunrun has been a nightmare and we do not recommend anyone buying a solar system from Sunrun. We bought a complete home solar system that would produce more power than we could consume and a backup battery for black outs. They were late with promised installation and it only got worse from there. For the last 16 months our system has been underperforming according to Sunrun and our actual home monitoring apps they recommended we use. Sunrun told us everything from the original plan was wrong, they installed all wrong panels, all connectors were bad, and everything in between. There were at least a dozen times I stayed home from work to meet with technicians and was assured they would talk to us about findings and at least half the times we never saw them or they didn’t show. The last group of techs said they didn’t properly install all wiring on initial installation and they and we were only monitoring part of the system, but all I know is we are still paying our electrical company and shouldn’t be. We are trying to get fairly compensated and as you can guess Sunrun is not playing fair. Tommy

This company is a scam

They'll damage your roof and never come to repair it, and then when you ask to terminate your contract they'll dismiss it for no good reason. This company is a scam. We pay far more for electricity than we did before.

Very dissapointed with sunrun, we added panels to the existing contract and the guys who install them did something wrong because my roof start leaking I called them they came and fixed it. Now I have to replace the roof and they are charging me a lot of money to remove the panels, my question is where are my savings with sunrun?. I don't own the panels, they at least should provide one time deal to remove the panels, knowing that in between those 25 years the home owner has to replaced the roof. I got charge for 2 redesign prices. Very very dissapointed looking my energy savings going away. The government should do something to control companies like this and be on the consumer side.

Misleading company

We were sold in the idea of getting our electricity bill dramatically reduced, however it is far more now than it ever was. In other summers we payed significantly less. Now we pay more plus an additional 120 a month. We are deeply unsatisfied and are considering getting the panels removed. We are getting robbed blind by both APS and sun run.

Don't do business with this company

Don't do business with this company.I've been working with Sunrun for over year now and my Solar System is still Is not generated any power for my home. I've been in communication with my so-called project manager named Charles, I have texted him as well as called and he never takes time to return any phone call or reply To any of my questions, comments or Concerns. l also called sun runs. Customer care line to get issues resolved with no luck! Since this Project started i've had many issues time delays, Since this started, I've had many issues time delays. Voltage issues that Caused Mini of my appliances motors to burn out and of course, sunrun didn't have anything to say about these issues. And now I am receiving bills from sunrun without the Solar System Generating and sending any power back to the grid. I have verified this through PG & E , as well as pg&e Energy mode in app.I have had phone conversation with pg and e supervisor last night? And she mentioned to me that the system got OK for operation on July 31st 2023. But they show no energy being produced since that date. But they show no energy being produced since that date. Do your homework and. Beware before starting a project with this company. If anyone would like to speak up office, my phone number is 5597080003.

Great until panels stop working.

We have been with Sun Run since 2017. Everything was great until our solar stopped working and we found out by an $300 electric bill. We called to schedule an appointment to be fixed and they can’t come out till the following month then called us back to cancel their appointment and reschedule further in the month. Called our case manager about Sun Run paying our electric bill and they want to give us a credit on our solar payment only. Absolutely ridiculous! They should be paying the electric bill not credit our solar payment. We are in peak summer and these are the months we used the solar the most. Up until now I was recommending them but not anymore. You can do way better by your customers Sun Run!

Don’t go with Sun Run!!! Been a horrible experience!!

Hi my name is Monica H from Tucson, AZ. I’ve been a customer of Sunrun since March 2022. I have contacted Sunrun customer service many times. Once about my roof tiles missing and another about inverter not working. When I called about roof tiles missing they said I would need to find my own roofer to fix the problem and customer service also told me inverter somehow was now working and somehow problem fixed itself?! I’m just really confused? No one ever came out to check my system. I never heard back from anyone to see if our solar panels are working properly?! I’m honestly not happy with how everything turned out or with Sunrun customer service. Now my most recent bill went up over $50 for the panels. went from $139.78 to $190.56. Why has it gone up so much???I thought my bill would stay $139.78 till I paid panels off like contract stated? I have been lied to and mislead so many times!! My roof is not the same anymore with cracked mismatched tiles due to Sunrun leaving my roof without tiles then telling me I had to find my own roofer to fix it . I just feel very upset and I feel like nobody is doing their job correctly! Do not use this company!!!

Don’t believe a word they say

I was sold solar and told my bill would be 12 dollars a month with my electric company . My bills are almost 300 all summer long and when you call they just say “your panels are working” well they are not working “as advertised “ to me when you sold me the plan. Of course the salesperson no longer works there when I try to call him . DO NOT get solar from this company !

Explain an $800 power bill when you have solar

I regret the day I signed any contract with Vivint! Being told you’re going to save money in your electric bill when the only difference you’re saving goes straight to leasing the panels. I’ve called constantly, only to be told the panels are working great! 5 yrs in and 15 yrs more to go with a current bill for the month of July being $800 and $100 for leasing the panels. I’ve even contacted the attorney general to make a complaint with no luck either. I just want these panels off my roof as I’d be paying the same amount anyways and without being locked into a contract.

Sunrun did not get a permit for thier installation

I had Sunrun install their system in our house in 2014. It all worked fine and the lease rate was low. Now, 9 years later, I am putting my house up for sale and I found out that the contractor (Sungevity), with whom I have a service contract, has gone out of business. It seems that they forgot to get a permit in 2014 to install the system. This makes me liable for a $10,000 fine and can prevent me from selling the house. In addition it seems that they did not follow the New York City codes for the installation, which is costing me $5000 to change. I have been trying to speak to their "permit department" but have not been able to get to talk with them in spite of haivng spoken to several customer service agents.