Sunrun Inc.

Terrible customer service

There is clearly an issue with my system. My recorded generation accepted by my electric provider has decreased by 65% between 2024 (avg production of 1452.5 KWH) to 2025 (avg of 516.42 KHW). So far in 2026, that average has gone down further to 467 KHW. Sunrun did not seem willing to help, they indicated basically there was nothing wrong with the system (numbers don't lie), and now I need to initiate a form which basically requires me to relinquish any and all legal remedies except arbitration if a dispute arrives. Further, per Sunrun's monitoring, my system is meeting expectations per my contract, so I will not be eligible for any reimbursement. However, my electric provider bills have gone from an average of $20.19/month in 2024 to $269.72/Mo in 2025 (more than 10x increase). My electricity requirements have increased as well (avg. 1431.9 khw used in 2024 vs. 1756.08 khw used in 2025), but that change is only a 23% increase, and should not result in a 10x increase in my electricity bill. Sunrun is not providing this customer the service it promised.

Terrible Experience with Sunrun

I have been a Sunrun customer since 2021. We have had issues and concerns with a number of customer service and overall technical performance areas. Recently, we had our Tesla battery which was purchased from Sunrun with our Sunrun system completely die in less than five years. This problem was exacerbated by a supply chain issue. But over the course of my conversations with Sunrun I was repeatedly told this is really not a Sunrun issue because this is a Tesla battery and it is not the company's responsibility. This became the overall theme with everyone from untrained and unknowledgeable reps who lacked any empathy for the situation to people at the top that proved to be snakes. One of these people, Joe Nath, a top customer realations employee said that we would have a conversation about compensation, which he said was owed to me for the technical issues and the way I was treated as a client. Speaking with Joe last week after the new battery was installed, he determined that he could give me no more than $150 dollars for my trouble and time. I called this amount insulting and to date have not accepted the check from the docusign documents given to me to absolve Sunrun for their issues. I have had solar with small companies like Apex in New York. Their customer service team was amazing, attentive, and empathetic if there ever was an issue, which was rare. Sunrun, one of the largest solar providers is a completely different experience ran like the people that represents them, shady and incompetent.

Pays Employees Practically Nothing

Avoid Sunrun. All your money goes to the execs for mediocre results while employees need 1-2 other jobs to stay afloat.

Account Transfer

Apparently Sunrun bought out my contract through my original solar company, however, they could not locate my account. Turns out they put my account with my husband, under my mom's name and at an address she doesn't live at. My unit hasn't been working for months and I was frustrated the first time I called that I just left it since it was Winter time. Today, I called, I could barely understand the gentleman helping me but still cannot understand how two accounts got lumped into one and they aren't aware that my unit is down and not working? If you're going to purchase another Solar company, maybe you should make your new customers aware. Now I have to sign documents for them to separate the accounts? None of this makes any sense, not to mention I am in AZ and this wasn't a state option when leaving this review. Beyond frustrated.

Roof and basement leaking

They installed my solar panels and battery back up on March 7. Since then there has been a few days of rain. A water stain has since appeared on my ceiling and water was leaking from my electrical box in the basement. Its extremely hard to get ahold of anyone. They hire a third party contractor to do the work, and then avoid you at all costs. Super unhappy with my experience. Luckily I haven't done an inspection or finished the install process before I found the leaks. I don't plan on allowing anything to finish until all issues are fixed. Don't waste your time with this company.

SunRun- Down Twice a Year, Every Year

I am writing this to warn anyone considering Sunrun. My 66-year-old father was sold a 25 year lease with the promise that it would cover 80% of our energy needs. Instead, we have spent the last two years paying a $115-120/month lease for panels, inverters, and a battery that consistently fail, paired with a customer service department that actively avoids communication. This is my second review on SunRun, as they continue to show that they are inept in maintaining a functioning solar panel system, while still happily charging me monthly. The most glaring issue is that the system has stopped generating energy four separate times in less than two years. Each time, the system goes down during peak production months, and Sunrun offers zero proactive notification. If I didn't check the app daily, we would be paying for a dead system indefinitely. August 2024: System hit zero production. Sunrun refused to pause billing while the system was broken and wouldn't send a tech for over a month. December 2024 – April 2025: The battery broke. It took four months to get a resolution. July 2025: System down again. March 2026: System down yet again. There is a clear pattern where hot weather causes the system to fail, yet Sunrun offers no permanent fix—only temporary patches after months of badgering. The "support" is a maze of ghosting and redirects. I have had case managers (Mckaila B., Maria S.) hang up on me, ignore voicemails, and transfer me to hold lines with "90-minute" wait times. We only saw any movement on repairs after I filed formal complaints with the BBB, Solar Reviews, and the CPUC. The Bottom Line: Sunrun will lock you into a decades-long contract and then abandon you the moment their hardware fails. Do not let your elderly parents or loved ones sign anything with this company. You aren't leasing a solar system; you're leasing a headache.

Don't ever go into agreement with this company. They have agents of doom that lie to you, make you sign a contract, continue to hide the contract from you until installation knowing that at that time you can't do anything again. I am so disappointed right now.

HORRIBLE,, SOLAR SYSTEM

GOT MY CONNECTION LAST OCTOBER 2025,, THEY CAME TO MY HOUSE PRESENT TO INSTALL SOLAR SYSTEM FOR ME TO SAVE MONEY,, THEY CALCULATE THE HIGH USAGE OF ELECTRICITY AND AMOUNT OF BILLS. AS THEY EXPLAIN THEY WILL GIVE ME ENOUGH SOLAR AND MORE FOR WHAT I NEED, SO I WONT HAVE ANY EDISON BILL,,, EVER SINCE THEY CONNECT SYSTEM, I HAVE PAY THEM AND EDISON, I HAVE TWO BILLS , PAYING DOUBLE,, CALL COSTUMER SERVICE NO HELP,,,THIS THE WORST COMPANY TO DEAL WITH,, BEWARE!!!!!!1

Terrible company

My husband and I got solar from sunrun not even a year ago. Like everyone else we were told that with the panels we have we would not be paying an electric bill and would actually be selling some back to SDGE. NOT! Now we pay sunrun and SDGE. There are a lot of lawyers looking for these cases so I think we will do that!

I would give negative 100 stars if I could, run fast!

They are preditory and lie about what their service offers, theres a 3.5% escalation in price for the lease, they dont help with repairs, they sell you systems that dont produce what you need, and screw over every customer. So many lawsuits against them, complaints to Attorney general (which they put in their contract you are not allowed to do!) Their contract makes ot so you cant hold them accountable because they are after your money and thats it! They dont care about integrity or their customers. Run far as you can from them!

Run from Sunrun!

We have had our system for 4 years now and it has been offline more than it has produced. It brakes. We wait for someone to come out and repair it. Months go by its fixed. I month later its broken again. Rinse and repeat. My roof leaks in 8 different spots and my panels over my porch broke loose in a thunderstorm six months ago and they still haven't sent someone out to look at them let alone fix them. A special shout out to Gabriel Thompson who has had our account for months now and is part of a "solutions team" who has done nothing. Not one phone call and a few emails to tell us she's "working"on the problem. I cant believe that a "Solutions Team" cannot manage to get someone out to my house, to fix my solar panels, that are in danger of blowing off, for the last six months! ABSOLUTE WORST EXPERIENCE AND WORST COMPANY EVER!!!

Horrible customer service

I called during high winds as I could hear something flopping around on my roof. I have no way to see the top of my roof to know what is happening. I called and was told they could send someone out and I would receive a call. 3 hours later I called back and was told No one was coming and they didn't have an emergency team. I asked to speak to a supervisor and was denied. I was then told they could send someone to check it but if it is not the panels they would charge $560. So they do have people to send!

Ongoing Issues

Where do I start… our initial rep was great through and through. Once we signed the contract and started the process is when things fell apart. There has been nothing but communication issues, scheduling issues, leak issues, and system issues. There has been multiple occurrences on all of these issues, it’s been so exhausting and time-consuming to deal with it all. Anytime I hear someone is looking into solar I highly recommend them against sunrun. At this point we regret getting solar.

Customers aren't important

Our system stopped operating due to a mechanical issue. Our contract includes monitoring services by Sunrun, and according to their own staff, their system detected the issue in June 2025. A case file was opened but never assigned to anyone. Because the issue was not addressed, the system shut down completely in August. I only discovered the problem in December when I checked my Edison true-up bill (our cycle runs August–July). The bill was extremely high, more than I’ve ever paid in an entire year. When I contacted Sunrun, a case manager found the original June notification. They scheduled repairs (which took about a month), and I was told to contact billing afterward to request compensation. It is now March 2, 2026. It took two technician visits to get the system running again, and I have been paying high Edison Tier 2 (or higher) rates for six months without solar production. Sunrun’s compensation offer was a $75 credit and waiving the repair fee for their own system’s mechanical failure. When I questioned why monitoring did not prevent this, I was told that monitoring is only a convenience and that I should be checking the app daily myself. Because I did not notify them sooner, they claim they are not obligated to compensate me, citing contract language that production is not guaranteed. To be fair, I did not pay Sunrun during the months the system wasn’t generating. However, I incurred significantly higher SCE electricity charges as a result. I accept responsibility for not noticing sooner, but having a monitoring service in my contract, only to be told it’s essentially my responsibility to monitor daily, feels misleading and demonstrates poor customer service.

Horrible Experience

Dear Sunrun Team, I am writing to report a serious issue regarding the solar panel system installed at my property. When we first met with your sales associate, we were told that Sunrun would install a system designed to cover approximately 96% of our electricity usage. This was based on a proposal of 18 panels with an estimated annual production of 9,300 kWh. However, the utility company later informed us that the maximum allowable annual production should not exceed 8,100 kWh. As a result, Sunrun reduced the system to 14 panels, stating that the revised system would produce approximately 7,500 kWh per year. After the township inspection, the final rebate documentation clarified that each installed panel produces only 410 kWh annually. This results in a total system production of approximately 5,700 kWh per year—covering only about 70% of our electricity usage, not the 96% originally promised. This discrepancy is significant and does not align with the expectations set during the sales process. I am requesting a prompt review of this matter and a resolution that reflects the original commitment made to us. We addressed this matter with our sales representative, who informed us that she would contact her manager and get back to us. unfortunately, since that conversation, we have not received any updates, and the issue remains unresolved. We kindly request a prompt response and a clear explanation of the situation, as well as next steps to resolve this matter.

Deceptive Sales Practices and Poor Customer Service

We were told verbally by the salesperson person that our monthly payment would remain constant for the life of the contract. Then we had an increase in the monthly payment in December. I called to complain and was told the contract specifies a 2.7% annual increase in the monthly payment. Unfortunately, we did not read the contract thoroughly because we believed the salesperson only to find out later that he lied. Their customer service also sucks. I made an appointment with them to remove the wire cover at the bottom of the panels because it hold leaves on our roof. They never showed up. When I called to find out why, I was told that the appointment was canceled internally (without notifying us) and that they would only consider coming out if I send them pictures of the problem. The panels are 27 feet above ground level. In essence, they are asking that I risk my life to get pictures before they will consider coming out.

Stay Away

I deeply regret choosing Sunrun. After Sunrun installed solar panels on my home, we began experiencing a roof leak that did not exist prior to their work. Despite multiple repair attempts by Sunrun and their contractors, the leak has never been fully resolved. Each time it rains, the leak returns — causing ongoing interior damage and stress. What’s most frustrating is the lack of urgency and accountability. Communication has been inconsistent, follow-ups are slow or nonexistent, and repairs are treated as “temporary fixes” rather than real solutions. During active rain, water continues to enter my home, and we have now discovered mold forming on our ceiling as a direct result of the unresolved leak. I have had to escalate this matter through formal complaints and mediation just to get attention. No homeowner should have to chase a large company this hard to fix damage caused by their installation. Sunrun markets peace of mind and professionalism — but my experience has been the opposite. If you value your roof, your home, and responsive customer service, I strongly recommend doing extensive research before signing a contract with this company.

Nothing but deception

Not really sure where to start. I will list to keep it coherent; -Right off the bat I am sent paperwork stating it is “just” to get things going when in fact it is a full blown contract. -Agreed to move power panel when installing new span panel due to location. Its at an exit and is now sticking out of the wall about 2”. It is also plastic. This was not honored during install and def a selling point -Completely Ignored agreed upon plans for equipment location and when all was said and done I lost the entire opposite side of the house to solar equipment. Stacking is an unknown concept here. -Was sold a battery that I could use to stay off grid at nights. This was also a lie as sunrun locks batteries in useless standby mode. I have not lost power in 7 years. 20k well spent no doubt. Sunrun is also probably the only ones that lock them according to Franklin Batteries rep. I would avoid this conniving company like the plague and if you want solar its only worth it you straight out purchase which is also apparently something this company does not even do Good lick

SUNRUN is a big SCAM

i signed with sunrun on Sep-2023 since sep-2023 till date my electric bill is never under $200 i m paying on an average $300 to electricity company and $286 to sunrun i need to get rid of sunsun scam

SunRun's Extended Non-Production With Inadequate Resolution

I am a New York customer and experienced extended system underperformance and non-production during 2025. From February through September 2025, my system recorded zero or near-zero production for multiple billing cycles. During this time, automatic monthly lease payments continued without suspension. I did not receive proactive notification that the system was not producing. A technician visited on September 29, 2025 and indicated the system had been malfunctioning for most of the year. Production resumed after that service visit. After multiple written requests to customer care to open a case and review the issue, a credit was eventually applied. However, the resolution did not fully address the impact of the prolonged outage for the following reasons: • Billing continued during documented months of non-production. • The credit calculation was not clearly explained. • It did not appear to fully reconcile all zero-production months. • It did not address increased utility charges incurred during the outage. • There was a significant delay between internal awareness of system failure and repair. Sunrun promotes system monitoring and a performance guarantee. In my experience, monitoring did not result in timely notification, billing was not paused during non-performance, and resolution required repeated follow-up on my part. Consumers should carefully review how monitoring, billing, and performance guarantee provisions function in practice during extended outages.

Bad start

Our system was supposedly brought on line Dec. 10, 2025. Got a PGE bill for December. Did SUNRUN steal some of my rebate? Got another PGE bill in Feb. and one from SUNRUN. Removed my auto pay so they couldn’t charge me without my permission. Customer service has been dismal with reps that have strong accents and are difficult to understand. Regardless, SUNRUN hasn’t resolved my issues after two reports. Regret getting into business with this bunch. Wish I’d seen these reviews before signing on the dotted line!

Dishonest, dangerous and terrible customer service

During the sales process, we were told that the roof was at half life. I asked the question about what happens when the roof needs to be replaced. The salesman stated the sun run well take care of removing and installing the panels. Three years in the roof needs to be replaced. When asked why I was told half life on the roof the response from Sunrun was “well your village approved the install, go talk to them.” What Sunrun means by they will remove and reinstall, is that you have to hire their contractor for $12000. More we have found that their install penetrated the watery proofing on the roof and my attack is starting to mold. The decking will need to be completely replaced. This is a terrible company and one of the worst decisions I have ever made. There was a period of about four months that the panels didn’t produce. The service guy was scheduled when we noticed there was a problem. The truck sat at the end of the street for over an hour and then left with no contact because it was raining. Sunrun did not reschedule and after a few months sent a letter claiming that they are no longer responsible for their energy guarantee because we did get the issue fixed. Do not use this company.

Worst company

Worst company to deal with glad see attorney general in CT is suing them hopefully he wins and NJ goes after them they destroy your roof and hardly work

PREYS ON SENIOR CITIZENS

I am 61 years old and my spouse is 70. Their salesperson, Frank Edwin, pursued me for about a year, beginning in 2024. He first came to my door and spoke with my husband, who directed him to speak with me instead. I was hesitant from the start because I didn’t understand their product or how it was supposed to benefit me. Frank told me this was a State government program offering “free” solar to qualifying homeowners and that approval wasn’t guaranteed. When I still didn’t agree, he added pressure by saying the program would end in September 2024 and that I’d be missing out on savings—especially since, according to him, New Jersey imports energy from Canada and prices would continue to rise. At the time, I was on PSEG’s equal payment plan, paying about $300 a month. He reviewed my bill and insisted solar would significantly reduce my costs. He explained that I would have to upgrade both the roof and electrical panel for the install. I told him I didn't have the money. He told me the state would help offset the cost. I still didn’t understand how the company made its money, so I told him that if the program was still available in 2025, I might consider it. Honestly, that was just my way of ending the conversation. But he returned in February 2025. Around that time, my spouse had mentioned wanting to retire in 2026, and with kids still in college, I was trying to find ways to reduce expenses. I told Frank that if my electric bill could drop to around $200 a month, it would make a real difference. He assured me I would “most certainly” be better off. The reality has been the opposite. I was removed from my PSEG payment plan, and now my winter energy bills run $450–$500 a month—before adding the Sunrun bill. Altogether, I’ll be paying $450–$600+ in the winter and likely $200–$250 in the summer. Where is the savings? When I contact the company, the only response I get is, “Did you read the contract?” I’ve since learned—through an exposé—that around year 20–25, Sunrun can claim the New Jersey rebate and even take the panels, which supposedly have a 45‑year lifespan. By the end of all this, I will have paid over $50,000 for panels I may not even get to keep. It feels incredibly deceptive, and I don’t understand why the state is silent about it. If any lawyer reads this, please contact me. I can provide the full story.

Terrible Service

We started this journey and someone would call back ASAP> Now that they have installed, we can never get someone on the phone. System battery (Telsa) went down, and electricity never went back to COMED. We were without for several days. The customer service reps did not care. As a work from home person with small child, we had to get a hotel room that SUNRUN will not repay us for. I am still getting bills from COMED and SUNRUN is also automatically taking from our account making our monthly electric bills over $300 a month. All they do email and send text messages. When you ask for a call back, they email. You can never get management on the phone. And still to this day we are having battery issues and system issues that according to them they are aware of but no resolutions in sight. I DO NOT RECOMMAND THEM AT ALL!