Sunrun Inc.

RUN AWAY!!!

First installers, did $30K in damage to roof tiles and of course are denying any responsibility, Stay away from their scam lease agreement. The increase the lease cost 2.9% per year/every year. That means in year 25 you are paying 72.5% more, for a system that degrades in efficiency every year. (ie: in later years you are literally paying more for the lease than you are getting in value of your 'produced' electricity. Run away from this company!!

Horrible solar service

I know of several class action suits in other states but I'm not seeing one entered here in NYC-NYS area. Is anyone aware of any open case that I can join with my complaints and misdirection in this purchase?

Unethical and Unresponsive

In December 2021, Sunrun agreed to remove the annual escalator fee and lock in the rate of $131.84 in exchange for our prepayment of $4,074.98. In January 2022, my husband enrolled in Autopay using our bank account. In January 2023, Sunrun increased our rate, and my husband found out that Sunrun has been pulling monthly payments from the $4,074.98 prepayment, when they should have been pulling from our bank account. Also, Sunrun should have applied the prepayment and honored our agreement to lock in the rate and remove the annual escalator fee. Plus, they charged our account a fee for not enrolling in autopay, even though we received confirmation from Sunrun that my husband successfully enrolled in Autopay. On March 8, I called Sunrun to resolve this issue. I spoke with a Case Manager, who verified that Sunrun failed to apply the prepayment. She said she was going to call me back to resolve the problem. I did not receive a phone call or email. I sent a detailed email on March 14, clearly outlining what happened, including the dates and copies of email messages from various Sunrun Case Managers since December 2021. I waited patiently for a week. I did not receive any email or phone calls. I left voice messages for our case manager on 3/20, 3/23, 3/27. When I did not hear back from her, I called the general Customer Service line. I spoke with a representative on the morning of 3/27, who said that she would relay the message that I need a phone call by end of day. I called again at the end of day on 3/27 and spoke with another representative who said that someone will get back to me in 3 business days. No one called me. On 3/31, I called Sunrun again. The rep said that she couldn't do anything and that someone would get back to me in 3-5 business days. It is now April 1, and Customer Service put me on hold for over 30 minutes and dropped the call. I called again, had to repeat explaining our situation again, and the rep told me that no one can help me this weekend, and that our Case Manager will call me on Monday, Apr 3. In sum, they have not honored our agreement and have been completely unethical and unresponsive. They are doing whatever they wish with our money, and are not working with us to rectify their errors.

Nighmare

-Damaged roof, paid over $60,000 to repair. -No response from the installation dept in over 6 months to put it back. -Panels are just sitting in front. -I received several letters saying the project is canceled. -I do have a guy who came to my door from Sunrun I explained the situation and he found out they are backlogged. But that's not my problem! -Honestly, it never even helped with my electric bill. I've been over $400 to $600 over on my electric bill. Now I am receiving emails my project has been canceled. So does that mean my contract is canceled? I have had no response from my case manager.

Worst Company, Scam Company!

Overall experience, highly NOT recommends anyone to use SUNRUN, we hugely regret purchasing solar system with them. We got trapped by their sales, we got told we will get a 30% tax refund, the sales helped us set up a solar loan package, planned to use that 30% refund to settle part of our solar loan payment. End up we found out that is a non-refundable tax credit, as we don't have that much tax payment last year, we only got 10% tax credit back, now we have to figure out how to settle the 20% loan payment, if we are unable to that, our monthly installment will increase $80 more each month. We checked with the Sales, he said that's how he got trained by his company. Checked with SunRun, they won't take any responsibility for this. They changed their installation appointment few times in the last minute. After installation, the panel hasn't been activated for over a month and half, they said there was an internal miscommunication. For energy production, since these two months don't have enough Sun for producing energy, we are paying installments plus around $100 on the electricity bill. We feel stressed. Please do more research before you make the decision to go solar. We are super regretful to get it with Sunrun.

Bad company

Very bad service and customer service after one month from the system installation , it’s stop working and the company didn’t know about till we call them and find that was down for three week plus big company doesn’t have tech available to come fix so they gave appointment for three week later what a bullshit bad company stay away from them

Roof leaked after Sunrun installation

After the Sunrun installation of the solar panels we later discovered that our roof leaked, and water was pouring into our living room. We contacted Sun Run and were told that they were so busy with repairs they would not be able to get anyone to us for at least 6 weeks and recommended we hire an independent contractor and forward any findings to them. We hired a roofing contractor to inspect the roof and he found a solar panel bracket that had been installed by Sunrun but not used, or removed. It was covered with a piece of duct tape, and then the tile. This had not been sealed at all and the rain obviously found its way through. He took photos to show us, and we forwarded them to Sunrun along with an estimate for the repairs totaling $1300.00 The representative Jessy Moreno called us from the Legal Escalations Department agreeing to pay the repair cost.and asked us to sign a general release, which we did. That was 2/18/23 and we have still not received the check. Jessy Moreno in Legal Escalations is no longer responding to e-mails and his voice mailbox is full, so we cannot leave messages. We are retired and since we needed to get the roof fixed, we had to pay the roofer from our savings. We have tried to find out where the check is by calling Customer Service and were told the case shows closed, but with no record of the check being sent. We asked for this case to be escalated to find where the check is. The person we spoke to was in the Phillipines, and could not supply a number for head office and only had the customer service number.

Sunrun's failure to make repairs

I leased solar panel system from SunRun, and it seems that over the years their ability to service or replace their equipment has deteriorated. I called in the beginning of November of 2022 about arc error message. Was told that i needed new solar panel to be replaced and an upgrade of the inverter. It is now going into March 2023 and have yet to receive an appointment to take care of the problem. I call every mostly every week and they tell me that it is in the planning department finally. It took me time and effort to get it to this point, because somebody didn't do this or that or I failed to fill out the forms. Bla bla bla. If i had not kept calling, they would have simply, and conveniently forgotten about me. I am still waiting and waiting. What would help, is if there warranty (customer service) would at least update me keep me posted so I wouldnt have to chase them down. Very unhappy and on the verge of being pissed off. At this rate, I would never ever recommend SunRun because of their poor customer service.

Worst company

This company line so much, tells you everything you would like to hear and don’t accomplish. Offer to provided service for both homes at the end came back that only one could get done. Said that will still give the 1000 bonus didn’t. They broke one of the cars park on the drive way didn’t event bother on letting us know so we could report it on time. When I call to check on the bonus a year later they ask me for a written proof How can i have it if they call me to tell me that. Worse experience ever I wish I could cancel the panel… haré been lied.

Disgusting hardcore sales with zero follow through

Stay away from this company, they are the "used car sales" of the solar industry. High pressure sales with loads of promises and assurances until you need them.

Worst mistake ever, Sunrun = scam!

I feel scammed, lied to and taken advantage of. Customer service here is TRASH and rude. They don’t offer any help if you lose your job and fall behind on payments. It almost feels like extortion having to cut $800 checks to this company every 3 months. At first it would help a bit with PGE bill, but after five 4 years the monthly bill has gone up $60 from $200 to $260, and it’s gonna eventually hit over $300 a month. PGE has allowed customers to make partial payments on late power bills, but Sunrun is like the mafia and they threaten you for payment with no forgiveness. The customer service I talked to sounded like a gangster hustling me for money, absolutely rude. They put a $20k system on my roof and now will hustle me for $60k for life of the lease. I was new homebuyer and naive and got completely taken advantage of, especially with the yearly rate increases and zero guarantee of power offset. I would have rather just dealt with PGE at least you can do partial and late payment and they are forgiving in this economy, with the bill CA passed to end moratoriums. Lawmakers need to step up and offer this same forgiveness to anyone who got duped into going solar thinking they were going green and helping the energy grid just got hustled into a very long, very costly contract with zero leniency and bill forgiveness. Shame on Sunrun for taking advantage of people!

Stay away from Sun Run

My panels haven’t been working for the past 6 months!! My electricity bill has gone up 30% more!! They keep canceling the tech that is supposed to come and check the panels. It’s very frustrating because they make you sign a contract for 25 years plus im talking to attorneys office. I want this panels off my roof!!Dont get Sunrun!

Terrible

I had my solar panels installed and now I'm getting charged by my electric company more than what I was paying without the system. The whole point of making the decision to move forward with Sunrun was to save on electric costs. Before I signed the agreement, I asked all of my questions regarding cloudy days, nights, cold weather, hot weather. The sales man reassured me that no matter the weather I would have no impact on the energy being provided. When reaching out to the company about this issue, they told me that the contract that I signed says that in the daylight hours I will be receiving energy from my solar panels and that at night from the electric company. This is very disappointing because I wish I had never been roped into this lie. I want to get those panels off my roof - there is no point in going through with the whole process when you're going to end up paying more money and having a useless system occupying space on your roof. If you get approached by a Sunrun rep. RUN !!!!! Don't be coerced into the lie

AVOID AT ALL COSTS

Current owner (came on the house I bought) of two systems. Customer service has been atrocious Had to place new roof on, took 3 weeks to get someone out to remove, now 4 months later STILL BEING CHARGED, AND SUN RUN WON'T re intall the system and panels. Buy your own, don't use this company, they are doing all their customer service through India and Pakistan, and no one to talk to in US. I am a professional, and now having to get legal representation, to stop the charges and address their breaches of contract. STAY AWAY FROM SUNRUN

The WORST

Trying to save money and be a eco friendly family we decided to use Vivint for solar. The only thing we were paying for was our electricity usage that solar didn't cover. At first I was just a little disappointed that the panels were not providing nearly enough electricity. A few years in, we discovered we had roof damage from a hail storm and there was a leak. We had to have to roof replaced so we contacted Vivint and paid our $500.00 charge to have them remove/return the panels. I tried to get in touch with them to have the panels removed for over a month and I was getting no where so I got on Facebook and trashed the company. Seems that was the golden ticket to get on the schedule. Finally the panels were down and the roofers immediately replaced the roof. It took over a year to get Vivint/Sunrun to schedule the return of the panels. During that time they were charging me for usage every month... THERE WERE NO PANELS ON MY HOUSE! I called several times about this and was told it would all clear up once the panels were put back. That was a lie. If they are charging me for usage when the panels aren't on then were the panels actually doing anything when they were on the house. How did they come up with these numbers? I don't think the panels were actually solar. I told them not to put the panels back on the house. After all this I don't trust them and they weren't saving me any money. It was actually more expensive. They said they had to because I signed a contract. I told them that they didn't honor their part of the contract so I didn't have to honor mine. They finally forced me to let them put the panels back on house but apparently they didn't turn them on. Recently I started getting calls and emails to set up an appointment to do that I have refused. I told them I wasn't authorizing them to come to my property. Yesterday I noticed a van from Paradise Energy Solutions. It was parked across the street in front of my neighbors house. I thought maybe they were getting solar panels on their house until my Ring alarm went off and I saw the guy coming from the side of my house and walking through my front yard. He must have done something to the solar box. I called the company to tell them they were trespassing on my yard and found out that they were a third party company that Sunrun hired to update the system AFTER I specifically said they weren't authorized to come on my property. I'm in the process of getting an attorney. I don't want the panels and I'm not paying for any fake usage.

non-existing Customer Service

I started with SunRun about 8 months ago and initially it was pretty good and fast. A design was developed and then we signed a contract and setup an installation date. During the installation they realized they didn't have the right panels and installed different ones. Then we setup an inspection and our borough inspector found couple of issues. Long story short inspector had to visit us 2 more times until he signed off. Since then I haven't received any communications from SunRun and I have no idea what's going on. Oh, and on top of all that the Customer Service contact # 1 (855) 478-6786 is some sort of medical services company. and they just called me and told since they installed different panels my monthly cost will be twice as much .. So, half a year after the panels were installed it's still not operating and no one can give me an estimate when it will happen/

Worst company for Solar systems

This company cannot even fix it's phone system. please try to call and you will see that you have to enter your zip code 4 times, and after every time hear "got it" and being asked to enter your zip cone again, before you get to an operator. Unfortunately the problem doesn't stop just there, should you have a problem with your panels or system, you will have to call times until someone responds, because they will not follow up with you, and you have to follow up with them. Do yourself a favor and look for a more reputable company for your solar needs.

Great sales team- pooe performance

After having the system for 2 years my excel bills are higher than they were before I had solar and they have no answer as to why or solution

Worst company ever. They have cancelled on us twice after taking time off from work. When they actually showed up, they installed all the brackets then decided the configuration they came up with wasn’t going to work. Now I have holes in my roof with brackets and no panels. Take your business elsewhere!!

Rip off

I purchased my house 4 yrs ago and it hade solar panels a couple of months ago a sales representative came to my door saying that suntunn hade purchased our account and he was introducing him self to us and to see if there was more room to put up some more panels so we asked him if there was going to be an extra charge to us and he said no that if they did install more it would not change our bill so my husband said that he wanted sunrun to clear our broker box because we needed space so he said we woul only have to pat 80 dls a one time charge so my husband singed the contract that was not even under his name and all off a sudden now we have an additional account for 25 yes for 88dls and every year after 2.9% more wtf we got riped out and aperwntly there is nothing that we can do because the sales person doesn't take our calls..... I'm filling a complaint and getting an attorney....... pls don't fall for this they rip out people

Standing by product

I purchased a system , but in Nov 2022 it stopped working. Which I was never notified that they monitored. Called them it took over 2 weeks for someone to check system. It needed a new part. They ordered it but it still took them over 3 weeks to fix. Now after 3 months my system is now working. Called them to help with me paying over $700 a month for solar and electric. All they would give me was $75. This is so wrong. I would not ever recommend going with SunRun. Your system doesn’t work it takes over 3 months to fix and on their part they on,y help with $75. When it costed me over $1800. Do not go with this company

Panels Don't Work

It has now been two months since my solar panels were installed, and they simply do not work. They haven't worked — ever. Not from day one. I have messaged with my sales rep, who has told me various dates for the activation. After two months, I think it's fair to warn people not to get involved with SunRun. The cost was very high, and all for nothing. SunRun has claimed there is a problem with permitting. This doesn't make any sense. It shouldn't take this long to activate the panels. At a certain point, if the panels never work, obviously legal action will be necessary. This was not a headache we needed.

Worst customer service ever

I’ve been a Sunrun customer for 10 years and I can say they are on if the worst companies I have ever dealt with. When my system was first installed it was installed incorrectly and the panels were under producing. That issue was addressed around Year 4. Two years ago the system was once again under producing and after about a dozen service calls they determined that my panels were defective and due to be replaced. Two years back and forth trying to find out when they would be replaced and was eventually told that they were in a class lawsuit with the manufacturer and wouldn’t be replaced until the law suit was over. Do no do business with this company.

Got sunrun solar panels installed 11/2022 and never heard back

I got my solar panels installed by Sunrun since 11/14/2022 and never heard back from the company. Kyra Saunders was my project manager and I send her emails , texts , and phone calls and no call back. I’m wondering what’s wrong with this company. If you are spending 25-30k and can’t get a call back. Now I’m worried if I ever have an emergency with the solar panels what to expect. STAY AWAY FROM THIS COMPANY.

A Living Nightmare

We bought a home, which already had leased solar panels from SunRun. Working with this company has been an absolute nightmare, from them having to go up a chain of supervisors to get a simple email sent to us, to them committing theft by incorrectly applying a payment to the wrong account and then refusing to correct or refund the payment. Get solar panels from ANYWHERE else