Sunrun Inc.

Deplorable service!

After paying 26k for our solar to be installed back in Summer 2022. Our solar panels are still NOT operational and it is now December 2022 going to 2023. Called customer service which takes an hour just to talk to someone, we were told that we would case manager assigned to our case and someone to come check until NOTHING! We’re so sick and tired with dealing with these people because for the amount of money that we’ve paid we’re getting pittance in service! DONT GO TO THIS COMPANY AND TAKE YOUR SOLAR NEEDS ELSEWHERE! I would give 0 stars if we could but no such luck!!!

Vivint Solar Now Sunrun - WHAT A VERY COSTLY MISTAKE

Our experience started with Vivint Solar which was purchased by Sunrun. Vivint, with whom we signed the contract, was a better company to deal with. Our sales person Edgar Chavarria, was very professional and truthful. He would follow up on things that we forgot about. Then came Sunrun. Phone calls were totally ignored, emails remained unanswered and for months I left messages after messages still with no answers until one day I refused to hang up until the rep put someone on the phone. I explained how my electricity bills were getting higher while I was also paying Sunrun. Between January 2021 and June 2022 we paid our electricity company over $3,700, in addition to paying Sunrun as well. This is after we were promised a production surplus to sell to the electricity company. We’re talking about a house under 1500 sqft. The contract shows that they are underproducing by almost 1442 kWh and being the liars that they are, they keep saying that Connecticut will not allow them to install additional panels which the state totally denied. We have reported them to all the agencies (BBB, Attorney general office), etc. This is a very unfortunate situation that we would not wish on anyone. We believe they are just unwilling to cooperate by installing extra panels.

Installed the panels but when activated the system does not work in fact one month after being installed it is yet to produce any solar I told them day one I don't see anything for net metering they told me to wait 10 days later took me 6 days to get a hold of someone to get a technician to my place scheduled 3 weeks later this is terrible...

Sunrun Cheating Customers

My solar panel (Napa, California) was broken for half a year and no one repaired it till half an year later, resulting in a loss of 2500$ (including increased bill charge and NEM charge high as 1560$), but Sunrun is unwilling to pay me for the loss. It delays in replying to emails, falsifys data, and exhausts all kinds of methods, with the aim of avoid compensation. It wasted a lot of my energy and time and made me disgusted! Very bad company, and bad experience!

run away or lose time and money

Run away! Sunrun is the WORST for being proactive, getting the job done, and for any communication about what is going on. I would leave negative stars if possible. Customer service seems to be a frontline defense to prevent customers from speaking to anyone in a position of authority who can get he work done. I have been waiting over two months for a reinstall after getting a roof replacement and I am afraid that Sunrun has no intention of ever completing this project. They keep blaming the City of Boston for permit delays but I check in with the City regularly and Sunrun has not applied for any permitting for my residence. When they aren't lying to me about the permit and placing blame elsewhere, they claim the project is with their "design" department but no design is needed - it's the exact same array going onto the same but newer roof. Meanwhile, my panels sit on the ground, unattached. I've wasted hours on the phone talking to very polite but useless customer service people who have no authority or ability to direct me to anyone who can move the project forward. I'd love to talk to someone on the "design", team or the people who have supposedly applied for permitting but am stonewalled at these requests. Project managers disappeared once the panels were removed and have been completely unresponsive. Several times I've been told I'd get a call back and I don't and more than once, they've asked to put me on hold and then simply hung up. By all means, get solar panels but please avoid Sunrun unless you want a massive headache and loss of time and money. In fairness, the ground crew from Shrewsbury who removed the array were really WONDERFUL - polite, efficient, good people but those doing the organizing and managing in the offices in Utah and wherever else they pick up the phone are apparently pretty useless. Problems like these usually stem from really poor management so I don't know if management is high or simply toxic but even if they were properly doing their jobs, their communication is pretty abyssmal.

Sunrun is worst company I've ever done business with. I was told st dome point in time I should see a decrease in costs. In the last 5 years costs have only increased. The company when it was Vivant was run out of the state of New Mexico for their shady business practices.

Another Disgruntled SUNRUN Customer!!

Into 7 repeat SEVEN months since my installed system has been monitored! It was ME (not sunrun) who noticed, on 15 May 2022, that there has not been any on-line monitoring since 2 May 2022. Customer Service always provides platitudes, we are so sorry, but don't do anything. I call, email, chat, and am told we'll call you in 3 to 5 business days, most, if not all, to no avail, as no one calls. The latest was our failed meter was finally replaced on 10 November 2022 (6 months later), but still no monitoring! Short version, the outsourced installer assured me(phone calls/emails/chats) he did install a new meter and it is working, however, SUNRUN monitoring system hasn't deleted the old meter serial number. Finally a SUNRUN person called on 17 November saying they were fixing the serials nrs; she also stated that she would call me by 28 November to make sure it was working. Guess what happened no phone call since then and it still doesn't work, although I've called, emailed, chatted to no avail. STAY FAR AWAY FROM CONSIDERING GETTING SUNRUN SOLAR AS THERE IS ZERO CUSTOMER SUPPORT AFTER INSTALL!!!!

When it's down, its a looooong time before repairs

Solar is a great idea, and it's something that should be looked into with the higher electric bills these days. But Sunrun isn't the company you should be looking at. Sunrun is too big now, swallowing up smaller companies left and right. They don't know who is what or where. I can't tell you who to look at, as Sunrun's snake oil charmed me into getting their service, but after having their service, I can tell you, when they work, it's pretty good. When it doesn't work, you're screwed!! 6 months downtime in 2021 and again, almost half a year in 2022 I've been without solar. I included a graph showing the downtime. It's amazing, a company can have such horrible service, horribly trained employees and still be in business. They state my solar should be repaired on 12/13/22. I'll try to update.

Sunrun sucks

2 Things happened this year. One is that we had a leak under our solar panels, and the other was that our inverter for the panels wasn't functioning properly. Sunrun couldn't handle our having 2 problems, let alone tackle one. My husband called Sunrun 12 times over a few months period with promises that Sunrun would get back to us. Finally, Sunrun sent out a team to remove the panels so we could fix the leak. The team came out and said they couldn't remove the panels because they didn't have the correct tools because our panels were "so old" (we've had our panels for 8 years) that they stopped making those tools anymore. Two months later, a team came out to take the panels off- which was great. Except, to this day (December / 9 months) no one has showed up to fix the inverter, despite several no-show appointments. Without the inverter functioning, we aren't getting any solar power. Instead we are having to get power from the regular grid, which will end up costing us around $2000, which normally would be $0 if Sunrun had come and sent someone to fix it. And our panels aren't put back either after we had the leak fixed. My husband has talked to so many people and has called and emailed so many times (about 50 attempts overall) - Sunrun has shown itself to be completely incompetent and unreliable.

RUN AWAY From This Fraudulent Company

How this POS company remains in business is beyond my comprehension. My system was installed in June'21 and it is has functioned properly only 4 months in this time and THAT stretch ended 4 months ago. I have looked over my calendar since the install, they have been out to my house [literally] 20+ times and still cannot get it to work properly. But this in only half of it, when approaching me in the sales pitch I was guaranteed 100% offset, but after 6 months of gross underperformance, they come back and tell me "oops! we can only guarantee 80% offset", so this was this first time for material breach of contract. But wait, it gets better bc I referred these crooks to my girlfriend, who had the installation the day after the crew left my home, her system had the SAME GROSS UNDERPERFORMANCE ISSUES as mine. we renegotiate our contracts and get great rates and are informed they are to stay with the house even when we sell our homes. fortunately, her system works and her house is under contract for sale to close shortly. in the contract transfer with POS company, they are now attempting to renege on their promise to transfer lowered solar rates that we used as an extra to sell the house. so great f'ing job... this company will do every thing it can to screw the consumer... stay the f away at all costs! btw the, NOTHING is made by this company! they are an assembler of various makers' products, so when their techs are in your home, they are calling the manufactures of the inverters and batteries to be guided thru the repair as if they are can the iPhone help line at Apple... these crooks should he sued into oblivion!!!

5 months later and still not 'live'

We signed in July and equipment was installed in September. Three months later it's crickets. They have not had the city out here for the inspection and we haven't switched over yet. There is NO COMMUNICATION from any PM's or managers. I basically have panels on my roof for decoration. I do not recommend Sunrun. Please do your research.

No panels, no response, no customer service

This company is terrible. 9 months later I still have no solar panels. I finally cancelled and now they are trying to charge me $1,000 for a new electrical panel I did not need on my 3-yr -old house. Next they are going to send me to collections. The "Project Manager" contacted me one time and then disappeared. After several months of no responses from the project manager, I reached out to my sales rep, who was helpful, and eventually assigned a new project manager. Same thing- No solar. There is no management to talk to about lack of service or response, and no customer service person who can change anything. Do not choose this company; once they suck you in, you are stuck.

Resale

I am told by SunRun it is my responsibility to "sell" the solar panels to a new potential home buyer and my house needs to be on the market for me to speak to their "transfer specialist" for any help! Another SunRun answer is "breach of contract" if new potential buyer doesn't accept! Poor customer service, very intimidating and not customer friendly

Another victim

I had similar experience with sales; what I was PROMISED and what I actually received. I was told I'd save money and have NO electric bill with added panels. The price doubled, and the panels came with interest. I was NOT given the price I was promised, and the interest rate goes up during the loan. I'm hoping they give me what they promised. If not, they can take back these panels. This is a downed economy, and I am not earning what I used to. NO ONE cares about the customer, rather they just want to make a buck.

Untruthful

If negative stars were available that is what I would give them. Thinking that I was receiving the service that Costco is known to provide is why I moved forward with them. They have been a nightmare to deal with. It’s been over a year since this project started and they still can’t seem to get the system to operate correctly. They’re project managers don’t fulfill the plans that are put together for solar system. Run don’t walk away from SunRun.

Poor

Inverter failed on 8/22/2022. Sunny Boy, manufacture of my system, went out of business. On 8/24/2022 representative stated that the part had to be engineered - it would take two to three weeks. It is now three months - no inverter, no time as to when it will be available. Currently Sunrun wants the monthly payment (426.09) even though the system is not working. Previously the panels had to be replaced as did the battery. No back up system - "we are working on it". According to Sunrun the system can be purchased for $54,418.05. I have contacted customer care and talked to billing a number of times - Sunrun has demonstrated the company has no desire to fix the current problem - "

worst customer service ever

worst customer service ever, hard to get someone to speak english, having to fight them to get them to do what they promised, this last time ive been waiting 3 weeks just for them to come and fix the problem and their answer is that the person who makes the appointments is out of the office and it seems like no one else can do her job pretty sad for such a large company, ive already hired an attorney to see if we can get these panels off my roof and be done with sun run once and for all..... buyer beware

Panels havent worked in 3 months

This company has the worse customer service of all time. My system worked fine for 6 years, and once they came out an did this 3G upgrade, my system hasnt worked for over 3 months. I have tried contacting CUSTOMER SERVICE numerous times, and I continue to get the run around. I get left on hold, then disconnected, or forced to leave voicemails (Jennifer/Taylor/Katherine) to people who never call back. I need this contract terminated so I can take my business elsewhere.

A masterclass in incompetence

Working with Sunrun has been an absolute disaster. It's the most disorganized project I've ever seen, and I regret having chosen to work with them. My project consisted of adding more panels to an existing solar installation. The old system was not to be touched. The new system would operate independently of the old one. In Aug Sunrun sub-contracted out the installation of another company, Bright Planet. Bright Planet installed the panels in Aug, along with a new subpanel that they did not bother to put fuses/breakers in. No fewer than 4 teams have come to my residence, seen that the new panel was missing breakers, acknowledged that they couldn't do anything until that was fixed, and then left without ever hearing another word from them or Sunrun. Weeks ago I opened a "case" and was assigned a case manager. I was told to expect a call. No call ever came, so I called back yesterday and was told my case manager was in a meeting but to expect a call back. No call ever came. I called back today and was finally put in touch with the case manager, only to be told that this is the first she's heard of my issues, and she would look into things. She would call me back by noon her time, a las, I have not received a follow up call. Also, two weeks ago I received a call from scheduling and was told I was scheduled for my final inspection with the city. After I told the scheduler that the project wasn't finished they said they needed to hold off then. Fast forward to yesterday, I get another call from the same scheduler, and was told "I know your project isn't complete, but we are going to schedule your final inspection for tomorrow". I reiterated that the project isn't even fully installed and she just said that was fine, and the final inspection would be today. Today, when the tech showed up, he said that he would have to cancel the inspection because, wait for it, the installation isn't finished! I would highly recommend looking elsewhere if you're looking for Solar. The amount of time and money I've lost as a result of disabling my entire system since Aug is growing every day, and I'm really hoping that they make good on their promise to reimburse me for the solar generation that I'm loosing by having a bricked system.

Don't fall for there BS

Ok, I did fall for the no cost install and decreased energy cost. All is well the install is scheduled. The installers come out and now the fun begins. The guys drill multiple holes in my roof in order to find the rafters. This happens multiple times while they are trying to mount the rails for the panels. How soon is it going to be before my roof starts to leak? They are not careful walking on the roof, dragging their feet. Now they start unloading the panels and find one that has been damage "by the fork lift driver". All but the one panel is installed, the inverter is installed, the wiring is connected and they pack up leave. Wire ties, and other packaging material is left all over the place. (Oh this crew is not from Sunrun, but from Bright Planet Solar). Two weeks and another crew stops buy, unannounced and replaces the damaged panel. They leave with two short sections of electrical conduit in the middle of my front lawn for me to mow over or threw away. The building department inspection is scheduled and passed, but the Bright Planet Solar representative shows me that there is no production from the Solar Panels to inverter. He states he will create a service ticket and they will get it repaired. This is at the end of October. November 2 and PG&E approves the system for production. I contact Sunrun multiple times and get pointed to different people with out of the country, out of office or here is somebody else to contact. Finally Sunrun passes me back to Bright Planet and we have a schedule for November 23rd. WTF, the customer has to make multiple calls to even get a technician out to fix a poor installation? It takes a month to schedule a repair call? No one from either company shows any responsibility or ownership. I think they are trying to the award for worst customer service in the world.

Solar panels never met our electrical needs.

We used went with Sunrun through Costco and had our panels installed in June 2020. We were told during our consultation that the number of panels needed would meet the electrical usage of our home and would only have a solar bill and a minimal electrical bill. However, our solar production has never met the needs of our electrical usage. We pay just as much with our Sunrun bill and our electrical bill as we did before with just our electrical bill. I have complained to Sunrun since August of 2020, and they have checked our solar panels which are working efficiently and that is not the problem. The problem is we do not have enough panels to meet the needs of our home. Now, Sunrun's representative said we use more energy than the system's ability, they can not reconfigure our solar needs, and that suggested that we get an additional system. This is ridiculous! The system was configured wrong in the first place and apparently that is our fault. I want the panels removed and the lease nullified however that would require an attorney on our part. This is a racket and I wish we had never used Sunrun in the first place.

Over Promise and Complete Undeliever

I purchased a complete 5.67KW system back in Feb 2020. After a year of having my system, I took advantage of the $1000 refer-a-friend program and recommend Sunrun to my father-in-law. He got a complete system installed about a year ago. He used my name and info in the refer a friend and the sales rep said that I would receive a $1000 gift card. They had my name, number, and address. It is now a year later and I have not received anything from Sunrun as they promised. My father-in-law and I have reached out to Sunrun many times with no response. We have escalated this with customer service managers with no reply. We have spoken to reps at Costco who have escalated this to their managers and again no reply. It feels like the customer is not valued at all by this company once you purchase from them. I finally gave up as it was apparent that Sunrun was not going to follow through on its promise of the refer-a-friend program. If anyone from Sunrun actually monitors these reviews, it sure would be nice to have what was promised to me. ~Adam

Horrible customer service

We recently had an addition to our PV installation. Part of the installation was to include painting of the external conduit. The painting was never accomplished. I contacted Sunrun customer service on 10/28/22 and was told to submit an on-line claim and that I would hear from a damage resolution team in two business days. The email for the on-line claim states that a response would be received in two days. I should have had a response on 11/1/2022 - no response. I called on 11/2/2022 and was promised a call that day from a manager - no call. I called again on 11/4/2022 and was again promised a call - no call. I called the local office at 808-626-5124 and was rather rudely transferred to the customer service line. I was then told that I was incorrect in expecting a call in two days and that the response would have come in five to seven days after filing the claim. Still no calls as of 11/8/2022. Several attempts to contact Sunrun on 11/8/2022 have resulted in the agents dropping the calls as soon as they answer. Horrible customer service! The agents are extremely nice, ask for details, promise to help and its all empty - empty promises and no follow through. If you're looking for PV, look elsewhere!

Billing

I don't recommend this company!!! I had to call several times a month for 9 months because I wasn't receiving a bill due to a system error and 9 months later it's finally fixed and now I finally received an outrageous bill. I've been deactivated because I haven't paid my full balance!!! This company never once reached out to me!

Beware

I have had such a horrible experience with Sunrun. The sad part is that while having services with them, I had no complains. Let me explain, we sold our house December 2021 in Victorville Ca. By the way, I selected the Barstow office because I was unsure of what office actually handles my case. Anyway, while going through escrow, we reminded them that we had two separate systems in our house under different names. BOTH forms were signed and turned in, in a timely manner signed by both the sellers (us) and buyer. We got the green light from Sunrun and Escrow closed December 2021. Fast forward to April 2022, I realized I am still being charged a monthly payment for the system under my name. I reach out and they opened an escalated case and I get in contact with 1 of the many service coordinators we had during escrow. She informs me that my system was never transfered to the buyer and that they have been trying to get a hold of the buyer without any luck. He refuses to answer any phone calls, emails ect. I explained that it really wasnt my problem, I turned in all the paperwork required in a timely manner and it was their fault for overlooking to transfer both systems to the buyer and I would appreciate a refund for the over charges. It's November 2022, after many many emails and phone calls and voicemails trying to reach the service coordinator, no success and when she does reply she gives me the same update. She tells me they can't get a hold of the buyer, she tells me his credit was bad (we knew that, thats why he had to get a waver while going through escrow, it got approved so they transfered 1 system but they should have transfered both). Round and round we go, I can never speak to her supervisor. On October 14th 2022 I had the collections department reach out to me... to ME. Really? So it's their negligence but somehow I'm still responsible for the system (which the service coordinator sent me an email October 14th as well to remind me I am still responsible for the system). Don't bother with this company, seriously!!! They make it IMPOSSIBLE to get a hold of anyone other than that one person which helps you with nothing. I think what happened is the service coordinator knows they mest up and refuses to take the fault thinking I'm ignorant and thinking they are going to pin this on me. I have started to dig up documents, verifying dates and looking up all of the emails in which I reminded them numerous times of both systems. Please save your emails, documents ect because they will try to pull something like this on you. This company has brought me nothing but stress and it's taking a toll on my mental and physical health. Borderline harrasment. Save yourselves the grief!!!