Sunrun Inc.

Good start then went south

Everything started off so well. Met a Sunrun rep at Costco, set up appointment, got sales pitch, signed contract, had roof inspected, and then radio silence. Was told it might take a month so I waited patiently. After 1.5 months and not being able to reach my rep via phone, I emailed the main office. Eventually someone got back to see and promised to escalate the matter. A month went by with a couple emails that basically said "Have you heard from anyone yet?". Another month went by and a customer service rep finally emailed me "Oh, we don't service Arizona anymore. You need anything else?". Do yeah, pretty terrible service, can't bother to reach out to customers when they plan to end a contract. If I could give 0 stars, I would.

Very bad

I had a meeting with a sunrun salesperson yesterday to be able to explain to me how the program worked, he told me that it was all without commitment, he explained to me almost every procedure he asked me to sign some documents and talk to his secretary, so far everything well but when he left and the secretary sent me the documents i saw there was a clause in there that he hadn't explained to me so i wasn't comfortable going through with the deal and i called the seller he was very stupid with me calling me bad character, liar and other things, that he had wasted his time with me that he could be serving other customers, I told him I'm sorry for wasting your time but this is a salesman's job sometimes he sells sometimes not. Well, summarizing everything, you should evaluate your sellers better, it's not because he didn't make the sale that you have to be stupid with your customers, very disappointed.

Sunrun/ Freedom Forever

My experience has been bad. They installed the panels damaged my roof, took almost a year to fix it too busy playing the blame game. They removed some panels took the system offline to fix the issue almost 2 years later my system is still offline. Poor communication, rude service people, money hungry. Only thing they are consistent with is sending that monthly bill. I have to mentally prepare myself to to talk to them no one reads notes, I don’t know how many escalations and incident reports have been filed nothing gets done.

Slowest customer service, lame excuses

I noticed my system was producing 1/2 of normal totals in February 2023. To SunRun's credit, they noticed the drop as well and notified me that service was being scheduled. I did not get service for a full 3 months after this notification, service men came on 6/16/23 and determined one string was out, 2 panels had fried. They reconnected the string (minus the 2 panels) and stated that they would start the process to get the replacement panels, but the panels I had installed are no longer manufactured, substitute panels would be ordered. 2 months later nothing has been done, customer service states that the "Design Team" has not recommended replacement panels yet, basically have not looked at the issue. It seems a very simple thing to me to order 2 replacement panels as SunRun is billing themselves the largest solar installer in the country, but their work flow process is bogged down by excuses and finger pointing (customer service can't order panels-design team must recommend-design team is short staffed etc. blah blah blah. 5 months and my repair is not complete, this is not good customer service by any stretch of the imagination.

Still waiting…

I have everything signed ready to go, day of install (April 24, 2023), everything was going great. I was told I needed a county and PG&E inspection and then they would be turned on. Today (August 24, 2023) I am told be a tech who showed up that he is here to get my panel “more up to code.” Still no date set to have my panels turned on. This company is a joke and a scam. 0 recommends to anyone and will advise all to avoid this company.

Sun run is incompetent and rude

Sunrun customer service is completely incompetent. I called 6-8 times between my wife and I to try and get a bill but they kept telling us to wait a week, then finally someone took us seriously and actually looked into it and found a problem when transferred to us from previous owners. I was told a case was opened and I’d hear from a case manager later that same day, never did, didn’t hear from a case manager until 4 days later and was told to wait another 2 business days. Then I call the number of case manager 3 times and left 3 voicemails to get no response at all. I am almost 3 months with no bill and no response and no resolution. JAMES CARAGDAG is the case manager that won’t return my calls and won’t do his job. While the rest the company seems to support this same way of servicing their customers… leaving them in the dark. Stay away!!!

Service is pitiful

Warranty on installation covers roof leaks. My roof has been leaking since 6/28/23. It still is as of 8/21/23. Setup service for 7/24/23(earliest appt) Guy came from 1.5 hours away, here for an hour. Yes, panels are causing roof leak, They don't repair just report back. Sunrun will come to repair it................ Just on phone with customer care for 30 minutes. She was reaching out to my case manager. He doesn't return my phone calls or emails. Got disconnected. Back on hold now.

worst customer service

WORST EVER

Run away. This company borders on corruption.

I should have known something was up with this company when I was trying to get the lease transferred into our name when we bought our house. It was a MAJOR fight just to get this done. Now fast forward. We had a windstorm that destroyed our roof necessitating replacement. Imagine my surprise when I am told that it will cost $170 per panel to remove so I could get my roof replaced. And another $170 per panel to reinstall these very same panels. By the way the turn around time is “when they can get to it”. How many roofing contractors are going to accept a reply of “when they can get to it. Finally, my contractor found a third party to remove and replace the panels with the blessing of Sun Run. Now Sun Run wants $350 to assess the installation since it was another company that did the work. The so called assessment was less than 5 minutes by 2 different employees as I was told the first employee did not have the supplies to do a simple fix. Numerous times I was told that someone will be calling me back generally a manager or director. NOTHING. The worst customer service ever. It took me numerous phone calls and waiting on hold up to an hour to get an appointment. The first appointment I was given was 2 1/2 months from now. Finally, I get an appointment for 8/6 only to receive a phone call the very next morning from a supposed director by the name of Rich that they were having a hard time getting people to come in on the weekends as they were all busy. I was told he had several techs in the area and he would send them over today as it was a simple fix. I have told them I will not be paying this bill as I view this as insurance fraud. This is far from a thorough inspection. I was told by Eric that they will send me a check as a credit to pay this bill. I told Eric if I receive an invoice it will not be paid until I receive this supposed check. What are they trying to hide to make their books look good. Run as far away from this company as possible.

Insufficient system

The salesman stated our house would only need so many panels for the year. After a first few years. The system broke twice. Then on the third year, it actually became a hot year. The panels are so woefully insufficient for the hot months that my bills was about 500 bucks with panel and power. The credits the system produce for 7 cold months, could not cover more than one hot month. This is just poor planning on their part on what is actually needed for the home. Should have gone with Tesla...

The worst company I have ever had to deal with

Of the two years I've had it, it's only worked problem-free for about a year. Sunrun is HORRIBLE at customer service and follow-through. You have to call repeatedly and fight and complain to get them to come service the system. And when they do service the system, 50% of the time, in my experience, the technician has either NOT fixed the problem, or actually made it worse. They have wasted my time and money - I am currently paying them for the system, and SDG&E because their system isn't working. Sunrun is, by far, the most inefficient, ineffectual, and incompetent company I have ever dealt with, and I regret signing the contract every day.

Worse Company I've ever dealt with!

I purchased my home in New Jersey on March 30, 2023, it already had a solar system installed by Sunrun. A requirement to purchase the property was that the Sunrun contract be transferred from the previous owners. Sunrun also demanded that they had to run my credit report even though I just qualified for a mortgage. All paperwork and requirements were completed and signed off by Sunrun on April 4, 2023. Now the fun starts; After three weeks of the system being down and disconnected I placed a call to Sunrun and they advised me that the system was turned off do to non payment. I advised them to update their records. After numerous phone calls, emails and having a case number I finally got some activity. A technician arrived on July 24th for three minutes to turn the outside system switches to the off position. Calling Sunrun yet again they told me I needed an updated meter and they will contact a local company. It is now August 15th, and the technician installed the new meter which took 10 minutes but he was unable to advise me if the system is operational, meter was for communication purposes only. Issue continues and of course I was not advised on the next step. Also a previous buyer on this property offered to pay the full remaining contract amount but Sunrun refused. All your going to get from this company after they take your money is NO customer service and a mountain of aggravation.

RUN away from SunRun!

We had a solar ground array installed by SunRun. I need to first start off by saying Mark the sales person was excellent. Very friendly, very professional, and the only one that I could call to get anything done. After months of waiting to hear when our project would begin, we called and found out that our project manager had left the company. Our new project manager, Nate, was very nice and responsive. However, he kept telling us this was his first job with SunRun in New Hampshire. Whenever I had questions, he kept telling me that he wasn’t sure about New Hampshire, but he knew everything about New Jersey and Pennsylvania. The communication between SunRun and their subcontractors was horrible. (The subcontractors were excellent when they got here and did their job properly.) The first time someone came out to stake the location of the array, it was done incorrectly, resulting in the location of the new solar array shading our existing solar array that we owned. My husband made a point of going out and telling him that it should be lined up in line with our existing solar array. He obviously ignored what my husband told him and it should have been blatantly obvious that it was not correctly staked! My husband had to re-stake it properly! It was obvious in photos and was noted in the original notes for our project that a significant amount of fill was necessary before the array could be installed. SunRun had included that in our contract. The project manager completely missed this fact and set a date for the frame to be installed. At this point we ask them when they were going to deliver the fill and it was a complete shock to the project manager that it was needed. It had already been 10 months since we signed the contract, and we didn’t want any further delays so we paid a company to bring in the fill and level the area where the array was going to be installed. The subcontractor that was installing the frame had problems with their equipment two days in a row. The first day they had to wait two hours for SunRun to deliver screws (the screws were 6 ft long and weighed 50 lbs each) that were missing when the framing was delivered 5 weeks earlier. They proceeded to dump 30 screws on our front lawn. Our job only needed 10 screws. The SunRun crew that came out to do the trenching and the installation of the panels was excellent. They were very friendly, very professional, and did their job quickly and correctly. 3 weeks later when the panels has still not been turned on, I was told that they couldn’t turn on the panels until our utility company had inspected the job, and sent SunRun their approval. After waiting another two weeks I decided to contact the utility company myself to see what the holdup was. They had no idea what I was talking about and said that the job had already been approved six months previously. I noticed that the letter of approval had the incorrect kilowatt hours for the project. After investigating further, it became apparent to the utility company that SunRun had installed an inverter that was too large for the transformer on the street. SunRun had to come back out and remove the the inverter, install a new one and unplug two of panels that now could not be used. The job took 11 months and we waited for a month after installation for the panels to be turned on. The communication between the departments of SunRun and between SunRun and their subcontractors was nonexistent. Every time we talked to someone they had no idea what we were talking about or they would forget details about our job that were important. With the job finally done and paid for, I am still waiting for a receipt. I’ve been told somebody will be in touch with me in 2 to 3 days. From previous experience with this company I know I will have to make more than one call to get our receipt. SunRun did reimburse us for the fill and the two panels that were installed that could not be used.

Sales guy doesn't know what he is selling, and neither do I

I just had a "Run" sales guy at my front door. Well I assume that he was a sales guy. He kept talking giberish, and I kept insisting that he get to the point and tell me why he was at my front door. This went on for a few minutes until I told him to get off of my property. He also insisted that he has been to my house many times over the last few weeks and left messages on my Ring, and wanted to know why I didn't get back to him. My wife and I both work from home and are here all day.

CONSUMERS BEWARE OF THIS COMPANY in MASSACHUSETTS!

DON'T BELIEVE SUNRUN SALES PEOPLE HERE IN MASSACHUSETTS! I was fed lies and misinformation by Steve B or G, (never got his last name) in order for him to meet his monthly bonus projections. I'm extremely disappointed with the whole process from sales to installation to never having my phone calls returned to me once the panels and the transfer from Eversource to Sunrun was completed. I live in a multifamily house and there was a promise of all 3 electric meters to be updated; only the 2nd floor electric meter where I reside was updated and this is the only floor the panels are servicing. I was told by Steve that there is always only one meter and Connie in corporate told the same story. Also, there is only one solar meter and when I see other multifamily homes there are 2 to accommodate 2 apartments. I have a 3 family with the 1st and 3rd floors still getting charged by Eversource for their electricity when I was told that the monthly $271 charge would satisfy all 3 apartments (another lie). I intend to talk to a legal team so that I can extricate myself from this alleged contract and get these panels off my roof. Maybe Eversource electricity isn't so bad after all; or, I need to find a reputable solar company that is not out to cheat consumers just to get a sale. I was rushed into an installation date 5 weeks before the actual date I was given of April 11th. Received insistent calls to be able to get this done b/c of a "cancellation" that became available on March 7th. My granddaughter's friend was calling her to be available since Steve, the sales guy, used her friend to drum up my interest in going solar. Bottom line, I'm not at all satisfied with how this solar panel "cradle to grave" activity took place. I would NEVER EVER refer the many people I was going to give to Steve and there was a lot of interest from the folks I told about Sunrun...until I got stiffed.

Deceptive Business Practices

The representative Thomas Horrell of East County San Diego SCAMMED my boyfriend (which I am the other joint homeowner) into signing a contract to start solar. This guy sat in our living room for hours giving us quotes that weren’t true and saying there is no lease fee. He said we could initial a document for the CPUC information. I asked my boyfriend “what are you signing??” The rep made sure I never saw the documents and said it was only the CPUC information. My boyfriend said it looked like they were wanting us to start Solar but we only wanted to get a consultation. He was reassured by Thomas and a rep on the phone that it was only for consultation. When I asked my boyfriend for the signed paperwork it was a COnTRACT for SunRun to start the permitting process and a lease! I said WHAT?! Their own contract says all homeowners must agree. Well I don’t and I was never shown the paperwork! Also we were told no money out of pocket. Yet the power company was going to charge us over $1,300, which SunRun never mentioned. The fact that you can sit in my living room and cook up lies about signing things and how the system works is unfathomable. We cancelled immediately and will never go back to this company. This company has completely eroded trust and is obviously out here to SCAM! Beware!

Say no to Sunrun!

Sunrun is an absolute nightmare to deal with. Once you sign, they do not care about you whatsoever. A squirrel chewed through the electrical causing outage to our panels. We paid $1,500 to fix it and install guards and Sunrun has rescheduled 4 times! And every time there are weeks in between their “next available appointment”. I just laugh every time they set a new date because I know they won’t show up. Absolutely HAD it with them.

Ghosted with no resolution

I would seriously think twice before considering using SunRun as your solar company. We have used them for 7 years and I used to sing their praises and refer them to anyone I heard say the word “solar” but I would’ve run as fast as I can if I knew how bad their customer service was going to be when I need them to follow through with things, especially things that they initiate. I am a very patient person and have been dealing with an issue with them since March and it’s now August with no resolution. In 2016 before installation, my husband brought it to their attention that their plan drawings done by their wonderful engineers looked like bad panel placement because we have trees nearby and our neighbor’s yard is right next to that side of our roof so their trees that we have no control over may shade our panels. They talked us into agreeing to place the panels there saying they assessed and know what they’re doing so the trees will not cause a problem. Well, theirs/our trees have grown to almost 30 ft and are causing shading which isn’t surprising. We have trimmed trees and are not responsible for policing our rental neighbor’s trees. There is a string of 21 emails and 7 texts since March and still no resolution. Appears it’s as easy as panels needed to be relocated and now that it’s summer we’re dipping into Edison more than ever. They have stopped all communication and will not respond to our issue which has not been resolved and reimbursement that was promised has not been paid as of this date. Think twice!!!

Pigeons under solar panels solar

I have tried to reach out to Sunrun for help With pigeons and birds building nests under my solar panels and trying to get them removed. They told me if I purchased critter guards from them that they would remove them for over 50.00 a panel and I have 42 panels on my roof can’t afford them to install them. This is the worst company to deal with nothing , but problems with my system not working very unhappy.

Turn around time

If you have a problem with your roof as a result of the solar, you will wait weeks to get the issue resolved. I’ve been working since the beginning of the year, and now, I need a new roof. They can’t even schedule someone to come out to remove our solar with a contracted company for 3-4 weeks, so that the roofing company can come and tear our roof off, in order to put a new roof on… we’ve had this solar on for less than two years by the way. 8 months we’ve had leak issues. They patched holes not once but twice, each time, it took 3-4 weeks to get someone out. This is utterly unacceptable.

Run away from SUNRUN

We bought a home with pre-paid solar panels already installed. You might think it sounds like a great perk, but not when the panels don't produce not even half of what you use. Now we can't get them removed because according to them WE HAVE TO LEAVE THEM ON for the remainder of the 20 years they were paid for! We want to remove them and add some that actually generate what we need and we can't! The ones that are installed don't even produce the amount that they say they do! Oh and we don't get any tax credits because we don't own the system, they get the tax credits!

Company performance borders on a scam operation

I wish I could give Sunrun a decent review, but sadly the other reviews about Sunrun appear to be accurate from my experience. Sunrun's representative was quick on the sales pitch (which had numerous factual errors in the pitch), and they had the panels on the roof relatively soon after the contract was signed. They then forgot to file the paperwork with local utility for net metering and permission to operate, so I sat in limbo for a month, jeopardizing my tax benefit for going solar. But that hasn't been the worst. Since the system went operational, the inverter is giving inaccurate readings and has been remotely diagnosed by Sunrun as failing. I have been trying to get Sunrun to fix this since March (it's now August), and the same pattern repeats itself--I call them, they say that they are having trouble finding anyone to do the repairs (funny how they still are doing installations in my community), but they will get a third-party company to do the repairs and contact me within a day or two. They invariably fail to call me back. Three weeks later I call back, to be told the exact same thing. At this point I am examining what legal options I might have to prompt them to conduct a warranty repair on a system that is only eight months old (and for which Sunrun's financial division is insistent on taking payment each month). This is particularly irksome, because Sunrun (and companies who behave like them) give the industry a black eye, and risk killing a necessary part of the transition to green energy by behaving like this. I could not in good conscience recommend going solar to anyone in my neighborhood, and if I did, it would be with a strong warning of caveat emptor.

Sunrun makes solar panels not worth it

We bought our house that already had solar installed on it. We hadn't looked into the company beforehand but it was already on the house so there wasn't really getting around it. Well since then our system has gone out 3 times in the last 2 years. The first time it went out we hadn't noticed as everything was on auto-pay. It was out for 5 months before they got it working again, worked for 4 months then was out for 2 months again. Scheduling is always at least a month out, the people on the phone are fine, thought they always seem confused and unsure. I would never in good conscious recommend this company to anyone.

Scamming Solar System

You should be ashamed of yourself with how you are scamming people. Your solar stopped working and I did not have solar for approximately 2 months, ended up paying over $600 extra for electricity and your response for compensation was first to wait 3 months then call us. Then when I called after 3 months you made me wait in line for 20 minutes then tell me I will be compensated for $90??? That is a joke and I recommend everyone to look somewhere else. Worst customer service and company to have as solar.

Need space or negative stars.

I bought a house that had solar panels installed but it needed a new roof. After coordinating the new roof with sunrun, it took months to get the panels on the roof. I noticed something that did not look right, discovered that the technician who installed the roof made errors which he patched. The roof had to be replaced and it took sunrun months to cover their damage. They refused to let me out of my contract. It took about 50 phone calls (I am not exaggerating) multiple hours on the phone, talking to higher ups at sunrun to get the panels reinstalled correctly. 6 months later, the panels are not functioning. I have already spent 4 hours on the phone trying to get the problem repaired. Now, a new twist. Starting today, I cannot call any of the sunrun numbers now, because the computer that answers the phone does not recognize my phone number. Rather than being the gift that keeps on giving, sunrun is the torturer who keeps on torturing. For the people who wrote good reviews, wait till something goes wrong and deal with this irresponsible, uncaring, incompetent poor excuse or a company. For any body who has these panels, accept my condolences. for tax payers, you should not be paying anything to subside sunrun.