Sunrun Inc.

very unhappy

I was promised a referral reward for my son and a half of 1 for me for some inconvenience in the beginning , it has been 2 months going on 3 now . I contacted them a few times and they assigned a customer care specialists for my case , in. which i supplied him with all the necessary information including the sales rep phone number , in the beginning they told me they were working on my case and resolve it asap. . now every time I call lately I get no response and I have left numerous voicemails . but still no response. I am very very upset.

NEVER use this company!

After a year and a lien on my house nothing has been done. Numerous times reaching out to people who were sooo nice when they wanted by business and now Nothing. Never use this company, horrible. If I could give zero stars I would...

RUN!!!!!

I'm really disappointed with the service. They tell you everything you want to hear. But right after you sign they dissappear. I started the process in July, we are almost in November and still no service. My solar payment is in a few days and I'm still paying my electric bill. I really wish I would of done my research before going with them. I really wish if your reading this don't use them. I don't want other people going through the same issues as me and everyone else on here. I'm not sure but I believe they have other solar companies to install the solar panels. That's why they don't care what happens after you sign. But everything they said they did the total opposite. He promised service up and running in 6 weeks. I should have 25 panels. They only installed 24 and said the generate more power. I this point I don't believe anything they say. I system has failed the inspection before and waiting on the new one. I have to keep following up to try to speed up the process, and Sunrun is nowhere to be found. I'm so disappointed I will be posting reviews in every area possible. Thanks for reading RUN!!!!

Don't go green with Sun Run!

My husband and I made the decision to install solar with this business through Costco over a year ago. Here in California, it is not uncommon to lose power frequently and going solar with a Tesla battery back up installed would give us peace of mind. About six months after it was installed we lost power, so it was time to see how the product worked. Well, it didn't. Half of it did, but the other half (the most important things like fridge and freezers) were not backed up. We called Sun Run and they could see on their end that indeed, our home was only receiving half back up. They sent people out to look at our project, determined what needed to be done, and said they would be in contact regarding when they would be out to fix the problem. That was over six months ago!! They have scheduled us FOUR times, and either cancelled or not shown up. My husband and I have made arrangements to be home for nothing but no shows and cancellations. Meanwhile, we have lost power twice just this week and the service that we are paying for is failing over and over again. After sharing that with them, they make no efforts to put us in the front of the line to make this right since it has been a YEAR since installation and SIX MONTHS of fighting to get it fixed. If I could give negative stars, I would. Find another company who will provide you with the service you pay for!

Sunrun may be the biggest however it's for sure the worst!

Sunrun has on several occasions made appointments and then does not show up. I have been trying to work with them for approximately six months. Costco is also making an effort to help. They eventually installed a sub panel in the garage and when they turned on the electricity back on there was a surge that blew out my air conditioner some lights and a coffee maker. Months later I was notified by another team the installation was in the wrong place. They have not installed the solar panels or the backup battery. They have gone missing in action and I'm in an attempt to cancel the agreement however they do not return the phone call. They stole from my bank account a months payment $168.( Good Leap )I have absolutely nothing but aggravation to show for it.

Angry in Phoenix

I have been trying to get someone to help me on reinstalling the solar panel system on my new house in Surprise. It has been removed from my old house because we moved into a new house. Your customer service department has been no help and doesn’t return phone calls or respond to emails. I have been trying to get help on reinstalling the system for 3 months now. Please tell me who can help to get my solar panels installed and the system running. I am willing to pay the extra cost.

do yourself a favor, do not get solar panels with Sunrun.

I been waiting for my inverter to be replace more three months and they just keep telling me to wait. That they will take about 6 months to fix the issue. It is frustrating because everyone that I contact keep asking me to wait but three months has passed, and I do not see any progress.

Got a letter from them stating they were turning my account over to collection because I was three months late! Are they not suppose to send out a damn bill for each month. Assholes are just like Vision Solar in Orlando, that installed mine, lie to you and try to screw you over.

BUYER BEWARE! Shady business & Awful Customer Service

My husband and I bought our house in January 2022 and the PPA with Sunrun was already in place from previous owners. We did our due diligence by setting up an account before we moved in and were told we would be getting our bill monthly by mail, pretty standard. When we didn't receive our monthly statement we called MANY times to resolve the issue. After 3 months of back and forth with Sunrun we were told that there is an issue with billing that they need to resolve on their end, AND we would not be back billed while they worked to resolve the issue ( we have this in writing several times). We explained we cannot afford a balloon payment so we needed to absolutely certain they would not send us a massive bill when they resolved their problem. We contacted them every month, sometimes several times, and constantly got new reps we had to start over with. In August we received a collections notice saying we owe $1600 and they would report to our credit in 10days if not paid. We were floored! Especially because the notice was dated the 5th and we didn't get it until the 20th, past the 10days. We called and confirmed they had already reported to our credit (which was pristine prior to this) and we needed to pay them. By the way the collections dept can't see any customer service notes regarding the billing issue. They refuse to acknowledge their agreement we have in writing that we would not be back billed. When we call, often, trying to resolve we get different reps in the Philippines who can't discuss anything without calling us back in 3 to 5 days (if we're lucky) and speaking to a senior rep/manager is not possible. This is a NIGHTMARE! We told them we would be glad to pay our monthly bill if they send us a statement but they apparently can't do this, yet they expect us to pay based on their word about what's due. We cannot understand these business practices and at this point are considering a lawsuit. We love our new home but greatly regret taking on a contract with this shady company. I'm sure I'll get a generic response to this review telling me to contact resolutions@sunrun.com but rest assured we've already done this and are getting NOWHERE! My question, is legal action the only language Sunrun understands? I've looked up all the lawsuits against them and I wish I would have known prior to buying my house. But who can imagine a company treating their customers like this? Do NOT do business with this company!

3 months after solar panels installed I still have no service

I was very happy with the decision of going green in my house. Sunrun was very helpful to get my project and all went fast. After installation, it was detected the the electrician in charge did not install the system properly. A month later, they came to solve the problem and I would still not see any decrease on my electric bill and I was paying Sunrun already for the service. Now after 3 months I got an email from Sunrun saying that my system is defective, I am paying my electric bill, plus Sunrun’s bill and my system still not working. I called in, Sunrun said that in 5 days they would have somebody over to fix my issue and nothing has happened. Now I am wondering how reliable this company is. Funny part is that I was told by their engineers that I only would start paying them once the system was running properly. I am really upset with Sunrun and this situation I am in. No support from them at all.

Really bummed with Sunrun. They were sold to us as the longest running most reliable solar company in California. After having inspected our roof, signing a contract, drafting plans, getting approval from HOA, and replacing our asphalt shingle roof we were ready for installation of the solar. It turns out that Sunrun is just an umbrella company contracting other companies to do the work. After several failed attempts to get a contractor on site (due to miscommunication by Sunrun). We had contractors show up only to say that our roof was too high, and they would not be able to do the installation. The next day Sunrun said they were terminating our contract due to site conditions. This was despite the fact that we had pointed out the height of our roof to the initial inspectors. We wasted a lot of time with Sun Run and hope to save others the hassle.

My Sunrun Sales Rep was a nightmare

I will just stick to her first name, Linda. She was a complete nightmare. She continuously talked over me! Her presentation was non-stop. She would not answer my questions, or she would say things like I covered that yesterday, but I called it something else. During the design phase she put panels on my dad's house, my house, my porch... She went off of my electric bills and said I need 22 - 365 watt panels basically facing east. Another company said I need 27 panels @ 400 watts which face due south. HUH? Who is right? Anyway, she initially, yesterday, said the cost was going to be around $180 a month and I told her that I was skeptical at her price quote. Then today she comes back today and tells me its going to be $350 per month. HUH?? "I told you it was an estimate" The second to last straw was soooo if you are going to charge me $350/mo (fixed for 25 years) why does the payment calculator say ill be paying close to $200K over the lifetime of the lease? I did the math and I came up with $105K. The last straw... I brought up the fact as I did yesterday that i did not want solar panels on my porch and that we needed to remove them while in the design stage. She said she wasn't going to remove them... she of course was talking over me so she did not understand what I was talking about. Soooo, I said you know what I am done with you. She called back and I said I am done with you.... terrible service After looking at some of the remarks here thank god I stopped dealing with them.

Sunrun Solar -unreliable and unethical company

I installed Solar Panel from Sunrun through Costco. Sunrun lied to me to receive my contract, the majorities Solar Panels Sunrun installed did not work since they installed it, Sunrun hide information (the reason the panel they installed did not work properly). I bought large size of Solar Panel over $40,000 plus interest rate and refinance cost which I paid over $50, 000. About 10-11 of Solar Panels did not work since installation. I paid electric bill over 10,000. I tried to communicate with Sunrun customer service and they offered me only 2000 and repair the panels. Unfortunately, Sunrun customer service is trying to ignore and dismissed my request for taking full responsibility for all damages caused to me. Do not trust Sunrun and Costco. I only hired Sunrun because I trusted Costco. They are unethical companies and they are trying take advance of customers. They took my money and Sunrun caused me financial and emotional damages. I filed complaint against Sunrun and Costco with Sate Licensing Agency, State Attorney General Office, Better Business Bureau and Complain to the Solar Energy Industries Association (SEIA). I am going to provide bad review against Sunrun and Costco in Yelp, Google Review, Solar Reviews and others. My next steps would be to contact my local government and local media regarding Sunrun and Costco. Yelp-Sunrun Review: https://www.yelp.com/biz/sunrun-phoenix-2

Nothing short of a nightmare and massive headache.

From the beginning, my solar experience has been absolutely nightmarish. I have experienced everything from false promises, to an underperforming solar system, and no one taking responsibility. I have truly given Sunrun the benefit of the doubt, but they constantly prove to me over and over again that they simply do not care about their customers once those panels are on your roof. Bills are higher than they ever were before and now with an additional Sunrun monthly fee on top of that. With all the problems I’ve had (far too many) I almost feel like I am an unpaid Sunrun employee, having to figure out the installation process and acquiring my own permission to operate through PG&E. Customer service is an option, however these folks clock in, do their hours, and go home. No one takes responsibility and it is impossible to get an employee outside of their customer service crew. Through months of arguing, they finally concluded that my system was gravely underperforming and will not do anything about it. I had the system checked, along with a tree shade report done on my property, resulting in their system just not physically being able to produce anywhere near the promised solar production. As a result, I have my elevated electricity bill (proven to not be using any more electricity compared to my prior bills before Sunrun solar) AND the Sunrun monthly fee/bill. So much heartache and tears on my end from this company that clearly doesn’t care. Please save yourself the trouble and do not give this company a chance to ruin your home.

No back-up battery solution on existing systems

We had our solar system installed in 2016 by Vivant which is now Sunrun. I have been asking customer service for 4 years about getting a battery back-up system. Each time I call I am given the same answer, “We do not have the technology to add batteries to an existing system at this time.” I asked if we could buy a new inverter, or add some solar panels, but I am always told “No”. We live in Florida and it would be nice to have a battery back up during storms and after storms since we have 42 solar panels sitting on our roof. I am in the process of contacting other battery providers to see if there is a solution. When I mentioned that to Sunrun, they told me I would be in breach of contract if I altered the system using another vendor. My plan is to contact the Attorney General of Florida to look into this. My system is completely paid for and all I want to do is add a battery back up in case of outages. It really doesn’t seem like too much to ask. After giving Sunrun 4 years to come up with a solution, it is time to take legal action.

REMOVAL AND REINSTALL SCHEDULING IS TERRIBLE

In July and August of 2022, Sunrun came out PROMPTLY when THEY contacted me to address connection issues or something with the invertor. That is because it affects production of electricity, which in turn affects them MAKING MONEY. So of course they come out quickly and take care of it, THE INCOMPETENCE OF THE REMOVAL AND REINSTALL DEPARTMENT IS BEYOND WORDS. I have been trying to get a new roof installed since July. On the week of July 17th, I completed a solar panel removal form and signed the contract for the agreed amount to pay to have the panels removed and reinstalled. I was informed that someone would contact me to schedule the removal of the panels to have the roof replaced. I waited three weeks, with no phone call. On the week of August 8th, I had to call them and was told Jose would call me back to schedule to removal. He never called, and I called back the next day. I was told Jose was unavailable, and a very friendly girl helped me and allegedly scheduled the solar panel removal for Monday September 12th. Nobody showed up on September 12th, I never got any phone call that entire morning. I finally called them around 12:30pm and I finally spoke to Jose, who said “Oh, I was going to call you to inform you that your removal was not getting done”. He then proceeds to tell me that they don’t have enough crews for what they have scheduled. First of all, why wouldn’t you call me prior to today instead of me chasing you down and telling me this the day you are supposed to show up? Not to mention, I have my roofer scheduled to come and deliver the materials that I have to now cancel. Jose reschedules the removal for Wednesday October 5 and the reinstall for Monday, October 10th. I CONTACT MY ROOFER AND RESCHEDULE AGAIN WITH HIM. Now, I have a leak in my roof (not caused my the panels, but it needs to be addressed) and I made him aware of it. On Tuesday, October 4th, I contact Sunrun at approximately 2:30 pm to confirm that they are coming the next day to do the removal of the panels, as my roofer is scheduled to come the following day. Again, I speak to Jose, who says again “Oh, I was going to call you we have to cancel tomorrow because of the weather” Again I have to chase them down to find out, and it is close to the end of the business day. Jose then tells me he will reschedule me for November! I tell him that this is unacceptable, I have a leak in my roof and I then ask to speak to his supervisor. Jose says she will just send me back to him and only gives me her first name of “Heather”. He refuses to provide her last name and says “That’s the way I have been trained”. Jose finally says that he is going to contact the crew that is scheduled for Monday October 10th to initially do the reinstall of the solar panels, to see if they are “trained” to also do removals. Jose tells me some crews are only trained to do removals, some reinstalls, and some both. (not sure if that’s true). Jose calls me back about an hour later and tells me that Monday October 10th is confirmed, and they will be coming to do the removal of the solar panels. I CONTACT MY ROOFER AGAIN TO CANCEL AND RE-SCHEDULE THE ROOF INSTALLATION FOR THE FOLLOWING WEEK, ON TUESDAY OCTOBER 11. On Friday, October 7 at 5:22pm, Jose contacts me and leaves me a voicemail stating “We would be able to make it out Monday. I want to see what I can do to get this scheduled for you as soon as possible. Give me a call so I can discuss it with you”. I get the message at 5:40pm and try to contact both him and his supervisor back and was unsuccessful. I spoke to Brayden Flygare, who was explained the entire history, along with the fact that my roof has a leak. He stated he sent messages to both Jose and his supervisor (Heather?) and the information about the leak in my roof and the urgency. My. Flygare also sent me a follow-up email: “This is Brayden with Sunrun's Removal & Reinstall Department (833) 606-2514. It was a pleasure speaking with you today, I do apologize I was unable to receive an update. I have reached out to your Case Manager as well as his Supervisor and Specialist to make aware of the Urgency and History of this situation. If you have any questions or concerns feel free to contact me or the Removal & Reinstall Department at (833) 606-2514. Thank you so much and have a wonderful day!” I THEN HAVE TO CONTACT MY ROOFER AGAIN TO CANCEL THE INSTALLATION OF THE ROOF. I then wait until Monday, October 10th at 12:15pm and call to speak to Jose. After an almost 10 minute wait, he finally gets on the phone and says AGAIN, “Oh, I was going to call you” He explains that they have different crews from our area and south Jersey and the crew that was supposed to do the removal was not available. What? You just told me last week they were available. Jose then proceeds to tell me that they are going to have a subcontractor take care of the removal and they will contact me in a few days. I told him that is unacceptable as I have been cancelled THREE TIMES NOW. He then tells me that he will contact the subcontractor to escalate the scheduling and that their crews are now scheduled into FEBRUARY. This issue is STILL NOT RESOLVED AND I AM STILL WAITING TO HAVE MY PANELS REMOVED WHILE MY ROOF STILL LEAKS. DO NOT GET INVOLVED WITH SUNRUN. THEY ARE COMPLETELY UNPROFESSIONAL AND DO NOT EVEN ATTEMPT TO HELP. It is so bad, I actually thought I was on some kind of show like “What would you do?” with John Quinones. So at this point, I still haven’t had the panels removed nor have I had a phone call back from even the supervisor Heather yet. If the supervisor isn’t calling you, what does that tell you?

Sunrun blatant negligence to cause breach of contract for seller

2 ½ years ago we entered into a contract/lease for 90+ solar panels on our house located at 1902 Running Springs Drive. The monthly solar panel lease payment is $222.19. On September 5, 2022 a 3,500-pound palm tree fell on our roof and damaged 12 solar panels. At that time the home was vacant and listed for sale. On September 7, 2022, Tom called Sunrun and spoke with Daniel Lopez (617-830-7786) in the transfer department and inquired about the warranty for the solar panels. Tom submitted a claim including pictures of damages to Sunrun. A claim was also filed with Allstate that day for the roof damage. The response from The Sunrun Team noreply@sunrun.com is as follows: “Thank you for contacting the Sunrun Damage Department. We have reviewed your damage claim submission and have determined that the scope of damage reported does not fall within the warranty of your Sunrun contract or does not indicate solar involvement. We advise you to seek consultation from a contractor or roofer for the damages listed. Please contact our Customer Care department at 1-855-478-6786 if you need to have panels removed for your roofer to make repairs. Please do not reply to this email, it is not monitored.” On September 11, 2022, the solar panels were removed and the active roof leaks were repaired by our personal contractor. On September 20, 2022, 1902 Running Springs Drive went under contract for sale and the closing is scheduled for Friday, October 21, 2022. One of the conditions of the sales contract states that the home is “in the progress of roof and solar panel repairs”. Myself, my husband Tom Gulch, and our real estate agent Tammy Charles have collectively called customer service, the Transfer Department, the Damage Department, the Removal & Reinstall Team, and the Escalations & Prevention Team at least a hundred times typically getting disconnected, sent straight to voicemail or ultimately just told that there is no one available that can help. Case manager, Alejandro Martinez (385-274- 6759), repeatedly promised to send emails that were never sent/received and promised to make phone calls to “corporate” that were never made. When I told him I had no choice but to purchase replacement solar panels from a third-party company, he begged me not to do so “because it would affect my credit”. He also called our real estate agent, Tammy Charles, to ask her to call me and make sure I didn’t purchase replacement solar panels from a third-party company. He never did call me back with a solution or resolution. When I could no longer reach him at the direct number he provided; I once again started calling customer service to speak with a supervisor. I was finally put in touch with supervisor, Vince Trout (786-634-6145) who listened to our complaints and pleas for help. He said he would try to help, but after over a dozen phone calls to him with no resolution, we were finally passed on to Carissa Baca, Case Manager Supervisor, Customer Care (860-960-0717). On September 30, 2022, Carissa Baca called Tom and apologized for all the run around and terrible customer service. She also admitted that our solar system has only been performing at 47% for the past 12 months and we are owed $2,247.03 for a performance review refund. She provided two (2) options to present to the buyers of the home: 1) replace the 12 damaged solar panels, or 2) cancel the solar panel contract. Carissa asked that Tammy Charles present both options to the buyers and get back to her on Monday with their decision. The buyers decided to cancel the contract and that was relayed to Carissa via email on October 2, 2022. On October 3, 2022, Vince communicated that he would no longer be involved in the case and our permanent point of contact would be Carissa Baca going forward. Despite numerous phone calls and emails to the Transfer Department, Vince Trout, and Carissa Baca, we were stonewalled. Carissa finally responded via email on October 4, 2022 at 3:22pm. Her email read as follows: “To clarify, when I talked to Tom, I was under the impression that there were ONLY 12 panels on his home and all of them were damaged by a tree falling onto his home. I had approved for a 12-panel cancellation. I did not approve a 90+ panel account cancellation. It was a misunderstanding that has been communicated to the potential buyer already. I do admit I should have checked the number of panels on Tom's home before confirming the option but I cannot submit an insurance cancellation of Tom's account if only a portion of the system is damaged. I would be happy to personally call the buyer's realtor to discuss options for transfer and to greatly reduce the monthly payments made for the solar system. I also would be happy to offer Tom an appeasement for the confusion. Vince should have given options to permanently remove the 12 panels of the existing system with a payment reduction to reflect this. If accepted, we can get the document for that sent out today. If refused, cancellation will need to go through my legal department here at Sunrun and can take weeks to finalize without a full system insurance claim. Please let us know what you decide so Vince can action this as quickly as possible.” We responded with a list of questions that are still unanswered by Vince and Carissa. Carissa’s response on October 5, 2022, at 5:48 PM: “Here is the answer to your concerns with the proposal. The release letter acts as the agreement between parties. There is another document that will be signed after agreeing for the adjusted payment that is the amendment you are looking for. The $148.30 was a calculated payment removing the 12 panels and taking in consideration your system's production patterns. The performance guarantee was $2,247.03. This guarantee gives a refund for the production that was paid for in the lease payments and was not produced at a rate of $0.111 per kWh. The total $2,700 included additional appeasement beyond the guarantee. I cannot meet you at $5,000 but I can meet you at $3,000 total including the guarantee payment. To clarify, this is $2,247.03 + $752.97 for a total of $3,000. I can get this check sent out this Friday and overnight it to you. Sunrun does not cover utility costs expressly stated in 10a. The $752.97 appeasement is in good faith for your experience with us so far. The $1,000 will be sent as a check directly to the buyers at this property address. As for the electrical equipment, I need to confirm with the removal team to see if we have a contractor available in the next week. If they do not, then we will go with the second option of your contractor invoicing Sunrun. I will have a very experienced representative in our Transfers department contact the buyer as soon as possible to apologize and clarify the next steps of this transfer with them. I still do not have a direct manager and apologize if this is unconventional in your experiences. It is not a normal experience for me either and I hope to hear soon who they have selected for the manager above myself. Currently, I will continue to negotiate with you until we come to a resolution.” We agreed on those terms and asked how to proceed with the next steps. No response. On October 5, 2022 at 2:20pm I received an amendment from Daniel Lopez to sign. I responded saying: “No, this is not good enough to move forward. This is a generic document that doesn’t outline anything regarding the new amended “solar facility” with the cancelation of the 12 panels, the new monthly buyer responsibility, etc. We are also waiting for a response to all the other unresolved issues described in Tom’s email last night.” A Sunrun sales rep (Not Carissa as she had offered on 10/4/22) called the buyers and was not able to answer all their questions so they were left understandably upset and very leery of moving forward with Sunrun. Now we are at risk of losing the buyers because of blatant negligence, horrific customer service, and consistent misinformation made on Sunrun's part. On October 5, 2022, I sent yet another email begging and pleading for someone to help us find a solution and take action. This time I included Sunrun executives Mary Powell CEO, Lynn Jurich Co-Executive Chair, and Edward Fenster Co-Executive Chair. On October 6, 2022, I received an email from Rachael Grant, Escalations and Prevention Specialist (385-290-8055) titled “Complaint to Multiple Executives”. She indicated she would “be our primary point of contact until we are able to resolve our recent complaint. If at any time you can't reach me, you may contact my manager R.J. Pallari, copied here. I have also copied our director, Jennifer Wilson, for visibility”. I was hoping she would actually be able to do something but her last email on October 7, 2022, explained the following: “The main problem at this point for me is that I am limited in what I am able to accomplish in such a short period of time. I am happy to help in any capacity that I can, but this is also somewhat tricky now that we are at the weekend. I can take another look at this in the morning or possibly on Monday when I will have more access to resources. When you say that you are wanting me to own this, can you be more specific in terms of what I can do to help? “ At 11:31pm I spelled out specifically what I was requesting. “Rachael, Specifically, I want someone from Sunrun to take ownership and do the following immediately: 1. Decide whether the damaged panels are being replaced or cancelled. 2. Someone with complete knowledge of our solar system and Sunrun’s processes and procedures to call the buyers and their agent to answer ALL of their questions and to make sure they feel at ease and are comfortable proceeding. 3. If the panels are not being replaced then we need written documentation amending the contract and canceling the 12 panels. 4. If the panels are being replaced, I want someone to find out whether or not there are 12 panels available in the Houston warehouse. 5. If the panels are being replaced and they are available in the Houston warehouse I want authorization to pick them up and have them installed by our contractor immediately (because I’ve been advised that you do not have the manpower locally to do it.). 6. If the panels are being replaced but are not available in the Houston warehouse I want authorization to get a third party to install comparable solar panels. Please understand that you may have just been brought into this situation a few days ago but Sunrun was advised that the panels were damaged by a palm tree/storm on September 8th, an entire month ago. We’ve been seeking guidance and direction from Sunrun since then. We’ve been passed on to countless departments, case managers, and supervisors and still have not been able to resolve anything. If you do not have the resources and cannot help us please don’t waste anymore of our time because we simply don't have it. Please forward this on to someone that can. “ No response. On October 8, 2022 at 6:55pm, I sent another email entitled “URGENT - Complaint to Multiple Executives”. I said “I need someone from Sunrun to step up, take ownership of this terrible situation and do something to correct it immediately. We are running out of time”. Again, I outlined what needed to happen. This time I included Jeanna Steele, Chief Legal Officer and Chief People Officer and Danny Abajian, Chief Financial Officer. On October 8, 2022, I filed formal complaints regarding this situation with the Better Business Bureau (complaint #18187395), the Federal Trade Commission (Fraud Report number: 152665715), the Attorney General of Texas, Houston News KPRC 2 Investigates, the Houston Chronicle, and www.ripoffreport.com. THE CLOSING DATE OF 1902 RUNNING SPRINGS IS IN 12 DAYS. Sunrun has had exactly 32 days to act but to this day NOTHING has been resolved or settled. We’ve only been lied to, ignored, completely disrespected, and passed from one department to another. As I’ve mentioned several times, our financial future is literally hinging on the sale of this home and now the sales contact is at stake because of Sunrun’s refusal to act. WE ARE RUNNING OUT OF TIME. In addition, Carissa Baca never responded with requested tracking information for the $3,000 performance review refund and appeasement check that was promised to be sent overnight and the check was never received.

Billing and customer service

My panels were originally installed by Vivint solar, which was an excellent company, great customer service. Once Sunrun took over I’ve had nothing but problems with billing errors. Every month I have to call to resolve these issues, spend >30 minutes on the phone and get transferred to several different departments. Watch out for extra fees on your bill due to their errors, they add up. Half of their call center staff is incompetent and can’t understand the true issue that needs to be addressed, so they just transfer the call around until finally someone with an actual brain, who isn’t reading from a call center script can resolve the issue. If I weren’t locked in for 20 years I’d cancel without hesitation.

Vivint now sun run

Biggest rip off ever. You save nothing if fact it cost you more. Had it for years. Wish they would tear it down.

Just say NO!

We live in Yuma AZ. A salesman came to our house to talk about adding Solar panels to our home. He asked for prior electric bills. As ours were paid online he looked them up. He explained that for $113.00 a month Sun Run would place and maintain the panels. Said having the panels would take care of all of our consumption except for the service charges from Arizona Public Service. The only documents we saw were via email. We feel very deceived by their presentation. Nothing we were told has come to pass. We are now paying a whole lot more a month plus paying Sun Run the monthly amount. Tried twice to talk with customer service. Was basically told that we must be using a lot more electricity. I really regret signing this agreement!! I’m sure there will be people who blame us for not researching this more. I will never trust another salesman. I think they just targeted senior citizens. Now it seems we are stuck with this for another 24 years!! Does anyone know if a class action suit is being considered? Deception and deceit is evil!! Salespeople should disclose the fine print and not just have you sign on their tablets. Seems our gullibility will be costing us for years! Just don’t make our same mistake. RUN FROM THIS COMPANY!!

Not happy with this company

Our solar panels frequently "disconnect " from thier server, the panels in no way cover the cost of our electricity, the price goes up annually (1.9%) whereas Solar city gave us a locked in price at our old house. The price is still lower than our backup electric provider but still. We wanted to buy the-9 yr old panels outright bc it is an option. They wanted the FULL ORIGINAL RETAIL PRICE of over 27K! Are they insane? For a 9yr old product that breaks down regularly?! Solar city had a very reasonable depreciation policy. They still send a person to my house every month to read the meters...coming into my yard! I do not like that. And today I was given a lousy 8-12 window for them to come see why they aren't connecting again but it's now been over 5 hours and they aren't here and haven't called. They give NO value to their customers. Huge regret

WORST COMPANY EVER!!

I installed solar panels through Vivnt Solar who was now bought out through Sun run. We have contacted them several times over pieces of metal coming off the roof. Also recently had to have our roof repaired due to holes from the brackets being installed inproperly we had a complete roof replacement and we are refusing to put the panels back on due to damage and instead of coming up with a solution sun run has just threaten to sue us if we do not continue our 20 year contract so now we are hiring an attorney run from this company do not use them !!!!!

do not use this company

Overpromised equipment, underdelivered. Overpromised System performance, underdelivered. Absolute worse customer service, zero communication, and zero solutions to technical issues. unsatisfactory follow-up and communication on every level. Would NEVER recommend this company, if I can get out of my contract, I will.

RUN AS FAST AS YOU CAN FROM THIS COMPANY

Sunrun is the worse solar company ever. They lie to you and the customer service is the worse. I had a rood leak due to Sun run installation. My roof is damage and Sun run refuses to remove the panels. I have multiple leak throughout my home. Please run from this company it will save you a lot of stress in the future. Also our solar panels haven't worked in over 8 months but we continue to pay a bill

Incompetence with install and excuses

Let's start by saying I am in favor of solar. With that being said, from installation that was done on on march 17 2022. It did not go well from start to finish. Workers scratched the panels while hoisting them up on the roof, to one of the workers going to the bathroom in my neighbors yard, to getting a bill from both Sunrun and Everesource. Which I keep calling and telling them that I am getting same bill from Eversource to them finally realizing that the panel was not reporting correctly. So they sent a technician to us finally after three months of calling and emailing them.The technician informed me that the SIM card was never installed that it was sitting in the box but not put in. I also stated their are houses smaller and have more panels. I suggested ground panels, panels on back of house, panels on our shed. My whole house gets direct sunlight from ever angle not sure why we only got ten panels.