Sunrun Inc.

kWh not being transferred to electric company

I have contacted your company every month and always get a run around and then they try to school me in usage. This is simple math. If my app states I have generated 3000 kWh for a month, then I receive my electric bill and it says I produced 2100 kWh for that month where did the 900kwh go. And no do not say about usage. I have deducted that. Simple math. I understand usage. I want a simple answer as to where those kWh went. The electric company tells me it is Sun Runs problem not theirs. If they are not receiving them through the meter they can not account for them. No one at Sun Run will give me an answer. I wish I would have never put these panels on my house and am considering contacting the PUC.

Ineptness, Ineffective customer support and poor communications!

We purchased a home in Mesa in 2021 that had a SunRun contract in place and 64 solar panels on the roof. The deal was a prepaid lease paid for by the previous owner. Sounds great, right? The problem comes when an inverter goes bad (they only last 8-10 years max., so we expect that will happen over the life of the system) SunRun has the responsibility to replace the inverter when they go out during the life of the contract (about another 8 years). They replaced one already and a second one is out. Both times we were told the part had to be ordered, which took months. Then they emailed us saying the part was in and we had to make an installation appointment several weeks out, which we did. The installer doesn't show up on the day of the appointment and when we contact our contact person we are told the part is not in the warehouse. Then we wait again for a part to be ordered and go throough it all again. The first one finally was installed. The second inverter has been out since early this year. In April, we contacted SunRun to get them to replace the second inverter. We finally got an email July 7th telling us the part was in. We set an appointment for between 7:30am and Noon today. Nobody shows up. I call SunRun and they say the part is not in. No call, no email although the appointment was confirmed twice. I suspect the part was in, but was used on someone else's install? No email or communication to me that nobody was coming today. We had planned several trips around this appointment to make sure we were here for the install. Super inconvenienced and frustrated at the lack of communication in SunRun internally and with their customers. SunRun sends an automatic survey when you have spoken with a customer service person. You are supposed to give one to 5 starts for the interaction, but there is nowhere to leave a comment. The people on the phone are very polite and nice, so I hate to give them one star, but the company in general has shown themselves to be poorly organized and not very customer oriented. The customer reps say, "I understand completely", but of course that doesn't help solve the problem. I'm supposed to hear from a supervisor today who is supposed to call me back. We'll see if that happens. Not holding my breath.

Warning

STAY AS FAR AWAY FROM THIS COMPANY AS POSSBILE. Contract signed on 10/15/2021 and still not hooked up. Panels went up in one day (all I needed to do was to pick up the left-over hardware off my driveway) they failed the town electrical inspection, then the UI inspection. I have made dozens of calls to the USELESS 800 #. I am at wits' end. I wish I could just rip them off my roof and call another company

Poor Customer Service

Went into contract over 4 months ago for a major upgrade to my existing Sunrun solar system. Was promised 8 new panels, a car charger and an upgrade to my electric service panel. All in time to keep my neem 2 status. They got the parmits had PG&E come out and take a look and now I have crickets. They stopped responding to my emails and I am left with a home shop in my garage that is inoperable because I have had to remove everything on the wall that will have the electric work. What kind of company just stops responding after you enter into a contract with them. Sunrun talks about being all about customer service. Well where is the customer service now?

Sunrun is a Scam

They do horrible work, can’t even mount the panels correctly. Then proceed to tell me it is my fault. Everyone who works there is an idiot, can’t seem to get a straight answer out of anyone. They don’t seem to understand the fact that people work and don’t answer the phone when working. They need to be shutdown for horrid business practices!

I have had the worst experience ever with Sunrun, they installed the panels on my house last year, and within less than a year my roof in my bedroom started leaking, I reached out to my insurance company , they came and inspected, the inspector informed me that the roof was damaged by way too many panels on my roof, ,43 on a 1600 sq. Ft house! I called Sunrun ,the customer service representative assured me that I was under warranty and they were responsible for fixing my roof, them I didn't hear anything back about when they would be out to fix it, so I called them, and that time I was told that they were sending a inspector, I agreed to that, well, I called them again after the inspection and they informed me that they were not responsible for the repairs on my roof! Then they sent another inspector and again I was told that they were not responsible, well, this morning my roof collapsed and now my floors are damaged too

WORST COMPANY I'VE DEALT WITH IN 32 YEARS

I leased 54 panels from SunRu in 2010. They didn't like my roof, so I allowed them to install a new one, BIG mistake. They hired some unknown, fly-by-night sub who did not get the required city permit (I didn't know then one was required). Their electrician told me the roofer intended to install 30 lbs. roofing paper instead of the industry standard 60 lbs. paper. I told the roofer I wanted industry standard roofing paper and he attempted to blackmail me for $3K in cash. I refused. The sub pushed their electricians relentlessly and I could see they were frightened. (They were both fired upon completion of my installation.) Almost immediately, the roof started to leak. A 20-foot crack developed in our cathedral ceiling, which covers two large rooms. SunRun sent out a very young man who told us some of the stanchions had been installed upside down. He couldn't remove any panels by himself but said he applied a waterproofing seal as best he could. Inside, he used one finger to apply some white stuff along the crack--on our light blue ceiling. After awhile, the roof was clearly still leaking. About three years ago I opened a case with SunRun; on the phone, I was told we were in the 17th year of our contract and SunRun was "no longer liable for the roof." This was completely untrue, as we are only now in our 13th year. Long, bubbling streaks began to appear all over the ceiling drywall. In the first days of May this year, SunRun notified me my system was not working properly. The first company they sent out failed to show but made another appointment for May 16. SunRun canceled that and got a different company to come out on May 22. That tech told us one of two inverter boxes had failed, could not be repaired, and had to be replaced. We needed a new roof. I hired a contractor and on June 8 signed a contract with SunRun that they would remove the panels at no cost to me within 45 days so a new roof could be installed. As that time was ending, SunRun informed me they couldn't remove the panels until August 29--82 days after I'd signed the contract. They didn't care that they were in violation of their own terms! In fact, they told me "Contractor will schedule to remove panels within 45 days of this signing" meant only they had to give me a date within 45 days--meaning there was no timeline for execution of the contract at all. This stands logic on its head; as a career lawyer I know that "within 45 days" clearly follows and modifies "removal." A contract that has no timeline for its execution is meaningless. Additionally, I was told they would not replace the useless junction box, either, and that I was expected to continue paying $335+/month even though I was now having to pay Ca. Edison for electricity my system was no longer providing! When I deducted $91. from my payment for my payment to Ca. Edison, SunRun began texting me many times a day. Then they began phoning me, every day. It didn't matter to them that I had an open case; they said I could submit for reimbursement later. Meanwhile, I had submitted a claim for $4,250 for new ceiling drywall, which is now necessary. SunRun has never addressed my claim for damages. When the city inspector looks at the wood supporting the roof, I expect much of it will need to replaced after so many years of leaks everywhere, and my costs will soar. SunRun is acting in bad faith. I have asked for my contract to be rescinded but SunRun refused. I am now considering having to buy out the remaining 4+ years of my lease, as I want nothing to do with this disreputable company now. I know there is a class action lawsuit against SunRun alleging deceptive sales pitches. I know they've lost money from a recent bank failure. They no longer have--if they ever have had--sufficient manpower to service their customers adequately. But their reaction has been to stonewall rather than to admit mistakes and do better. Reviewing the graph that should show my system's productivity, I see this instead: "We are working on overhauling the Energy System Graphs. Graphs on this page are no longer supported and data displayed may not be accurate." Small wonder they rate only 1.6 stars in reviews.

Big mistake!

Where do I even start, i’m so frustrated with this company Shame Costco for advertising this horrible company! We were scammed and lied the guy that we welcome to our house pretty much lied to us about everything, he made us sign a contract that was totally fraud. We’ve had our solar since May 2022, it’s been over a year we have not had anybody call us back. We did a fraud claim. And yet nobody has even tried to reach out to us. We call almost everyday and they tell us the same story, they’ll have someone call us back and get no one does. We are finally getting a call Lawyer to handle this case. However, is reading this I hope you don’t ever have to deal with this company.

Overcommit, no communication and don't deliver

I engaged with Sunrun when I met the sales guys at Costco. Given Costco's reputation I trust them blindly and first time in 22 years Costco failed me. I worked with Sunrun team since April, I have been made false promises on the installation timeline and update. I was initially promised installation in 2 months then the sales guy (Han Yang) kept making more promises . Finally he blamed the operations team and his managers for not getting an update even after escalation. I was given managers email address and I sent an email to both Michelle Grays and Lorena Nicholls and they did not even bother to acknowledge the email. I am appalled at the way Sunrun team members passed the blame and make it a customer problem rather than solving the customer problem. The least I expected was being honest about the delay and forthcoming on the new deadline. When I reached back to the sales guy to cancel the contract he was more than happy to and did that within minutes and had to audacity to tell me that it will not cost me any money. If the installation process is so terrible I can't even imagine the after sales service. I am surprised Costco is promoting such a service. I would recommend to "Run" away from this company

Awful up down and all around

So we went with sunrun for our solar panels to be installed. I was told many different things like the roof isn't good for solar no it is good for solar. But you'll need a new roof. Long story short, they get me a new roof. With the roofing tiles cut all round the panels. 7-3-2023 some crazy wind hit my house and threw a bunch of roofing tiles all over my "new roof". Mind you my solar isn't even on yet. It's going on close to a year. Roofing tiles were even thrown onto the panels. I call sun sun and they want me to pay to have them remove the panels 170 each. I have 20 panels. That's $3400. To remove just the solar panels. Nope. I'll go up and tear them down myself. Nothing but issues with sun run since day one. And now I have a destroyed roof.

Worst company I have dealt with in 50 years

I bought a house with Sunrun panels. After reading the reviews of this company I wanted nothing to do with them so I bought the panels on the day of closing with the check sent directly to them from the Title Company. First they claimed they didnt get the money and I have to prove they had cashed the check. Now they are going after me for a monthly leasing fee even though I never leased panels even for a day, nor had a lease agreement with them. I have spent countless hours dealing with these people. Nobody you contact is able or willing to resolve their company's mistakes. Not sure if it is greed, massive incompetence or a "not my job" mentality. I am surprised Costco has an agreement with them.

Sales

Zero absolutely no star they deserve after 2 time’s talking over the phone by sales person Marco Esparza I decide to hang up the phone on him he was rush and rush to get me sign in with them he’s telling me he waisting his time on me and I told if you think you’re waisting your time with customers you should definitely get different job ! He can’t explain any questions and he get easily mad , Sunrun show me the truth face after 2 phone call that’s why your review is too low in all over the Internet .

No resolution

Still no resolution from SunRun after Sales Manager forged my signature on a SunRun Solar Contract. No call. Nothing. Came home to sub contractor digging a trench on my property. He is still listed as a SunRun employee and his HIS status is still active. Why would you keep someone like this employed and ignore my calls? Filled out an ethics violation form. No call to investigate further. Left messages for his boss with no return call. Who are you protecting?

Horrible!!!!

2 months in, panels in place and not functional. They contracted out the installation and BOTH Vivint and the installer have seemed to disappear. So, highest usage of energy for the year and we are paying on panels and our a full utility bill. Several calls back and forth with promises they'll have someone get in touch... Nothing. The guy that set it up and "guaranteed" a smooth process, not return call. Completely terrible experience, regretting making this decision. Should have known it was going to be the worst decision when it took over 6 months just to get them installed after we signed up. Horrible.

Costing Me the Sale of My House

I had panels installed on my house March 12 ,2023 at the same time my house went on the market. My house was schedule to close June 30th, I still don't have panels turned on. I've been reaching out to them for weeks to get information about connecting my panel and the transfer process since the panels were not on. I've been given the run around and I still don't know what to do with panels. Horrible customer services. My close date was pushed back to the July 5th. Orlando office has made serious error in handlijg this issue. More likely not having oanle turned on by new closing. I dont recommend this company

Still waiting after 5 months

We bought our new home from Taylor Morrison in Lincoln Ca in February 2023. The solar system was already installed. I submitted the paper work they require 5 days after closing escrow. They say it will take 8-10 weeks for PGAndE to approve the system so we can start using it. They have not even submitted that request to PG and E and it is the end of June. I am furious and this company should be shut down. We paid over $18,000 and are still paying PGE bills every month because of SunRun’s incompetence. I call them every few weeks and I get the same lame excuses. If you have a choice do not choose SunRun. I will be filing a BBB complaint.

Worst company to do business with

I have had my panels on my house for over two months (mid April) and I’m told there has been another delay…on my third. I won’t be getting solar now until the end of July. They don’t seem to care either. Great sales pitch, rotten everything else!! If you’re looking into solar DO NOT use this company!!! I can’t stress enough the aggravation Sun Run will bring you. They will give you excuse after excuse, Titan Solar is the ridiculous company they use for the install. They don’t seem to know what they’re doing either! From licensing issues to wrong paperwork…. All comes down to delay, delay, delay. The two companies really do deserve each other, it appears they have the same work ethic. DO NOT USE THESE COMPANIES!!

Should have read reviews first

Unresponsive Not fully forthcoming Not proactive. I’m not even hooked up yet and I already regret using this company.

Rip Off company

Do not do business with this company. I leased my panels 8 years ago and these panel only produced what they said for 2 years. They were supposed to produce 10,000 kwh and for years they produced 6000kwh. I leased them so they could manage them but I’m the one calling them to tell them they aren’t producing. I have paid thousands of dollars in electricity to Edison not including my solar payment. When you call they say it is producing okay but can’t give you a rate it’s supposed to produce. You stay on the phone with them for hours while they keeps stating then need to put you on a 3-5 minute hold so you can speak to the supervisor. They end up transferring you to another agent and you hear the same run around. I got a quote to buy them out for $28,000 dollars what a rip off because I will still need more panels. DO NOT SIGN A CONTRACT WITH THIS COMPANY BECAUSE IT YOU BRAKE IT THEY BUT A LEAN IN YOUR HOME WORST MISTAKE I MADE

The worst solar company on this planet

I signed a contract proximately seven years ago originally with Viviant solar company. Proximately a year and a half ago sun run acquired Viviant contract. Back in 2021. I had 11 solar panels fail. It took me approximately six months to get the panels replaced. I had to literally threaten them with a lawsuit to get them replaced because I was still under contract with a 20 year warranty. Also from 2021 to 2023. There’s 11 panels were not producing and I requested compensation in the beginning they refused to compensate me. It took 12 phone calls of lotta threatening of lawsuits in order to get compensated for the downed solar panels. They were getting their money and I was paying out of pocket with higher electric bills from Potomac Edison. Their customer service is the worst in the world. They want you argue with you about everything. Their customer service people are not from this country, and they are trained to beat you down and make you give up. However, they mess with the wrong person with me. I told them the way it was going to be they will continue to talk over you every time you call deny you any compensation. Be very rude to you in the process . I literally did not take any of their shit and demanded what was owed to me. I did eventually settle with them and got compensated. I suggest anybody that deals with this company and has a problem take legal action immediately! Contact the attorney generals office let them know you are having problems with this company as well as the Better Business Bureau. Even contact your local new station and have them come out and report what kind of problems you’re having to educate other people not to deal with this company. I hope this helps someone not to get involved with this company. Respectively, Larry Myers.

Very poor response

Battery concern still not resolve for 6 months now. Sunrun graph to monitor battery and discharge have changed with incorrect information (kw in thousands instead of decimal only). Battery performance cannot be monitored due to this graph error. Sunrun’s customer service responsed named Andrea Cameron is for me to talk to their battery supplier directly. What a response!!!! Sunrun should fix the information that they’ve provided to customer and not customer to talk to their supplier to fix it. DO NOT USE SUNRUN FOR YOUR SOLAR. I’ve choosed sunrun since it was tied in with Costco. Costco should remove sunrun as their solar provider…..

They have a great sales pitch. They get you hooked quick. As of right now the panels are working great. The problem I have is with the app and customer service. You couldn't get worse after the sale customer service if you tried. They will not answer the phones. You have to do everything by chat. They will not pick up the phone once the panels are installed. There app is 24 hrs behind and the graph is almost impossible to read. If you do a PPA, they absolutely refuse to give you access to Solaredge app. That's who makes almost all the solar inverters. They do not want you having real time access to the panel outputs. They say trust us, we monitor the panels 24 hrs a day. They control access to the inverter so you can't actually see if they are living up to the 90 percent guarantee. I would ask all these questions prior to signing up with them. I have to get a separate monitoring system to see what the panels are doing and if they are performing as agreed to, by their contract.

The WORST Customer Service/Communication

The home I purchased had SunRun solar and I NO choice but to accept the solar lease agreement if I wanted the home. For the last 2 years SunRun solar equipment has damaged my gutters and deck railing due to the placement of panels on my roof because of the snow sliding off with extreme speed and force. My boyfriend was shoveling snow on the deck and snow gave away from the panels and nearly knocked him off the 2 story deck, VERY DANGEROUS. I filed an accident report with them 3/8/2023 and have still no resolution to the problem, Finally after 3 months a tech came to access the damage. At this appointment I was told that SunRun would be responsible for the damages and that the solar panel installation was not up to fire code and they would need to be moved. Since that appointment I have called at least a dozen times to my resolution case manager who NEVER EVER answers her phone. I called customer service and made a complaint and then that same day she calls and doesn't even have the right information on the damage of my home! I was told by Judith Jordan that "the engineers/installers" of systems would be setting up an appointment to come out and access the damage. Later that day I receive a document via docusign and was told that in order for the engineers/installers to come out I would need to sign the document. This document would release SunRun and their affiliates from ANY LIABILITY caused to my home. THIS IS COMPLETELY WRONG! I would NEVER EVER RECOMMEND SUNRUN. My experience has been TERRIBLE.

Find someone else for solar

Worst customer service I have ever experienced. Rude to my wife during installation. Lied to us about the program. Fldmaaged my property during install- won’t answer phone calls or emails to rectify it. I should have done more research, I could have gotten a better price with better service. Do not use sun run. Find a local Solar company.

Salesmen Only Interested in Making Sales

Panels are not working until you see true up charges from your utility company. They have little effort in helping you with dead panels because apparently if you own the system, it’s your problem. They don’t want to take any acciuntability. They let customer service reps with zero knowledge to help you.