Sunrun Inc.

>2 year struggle with SunRun - still no functional system

I signed up for a full purchase of a SunRun solar system in August 2020. Updates from the company were slow and the project was not actually completed until abut 1 year later. While this was disappointing, it was understandable given the delays caused by the COVID period to several industries. However, from there my experience has only gone downhill. We had a project manager and inspection coordinator who were in charge of making sure the appropriate town inspections were completed and then interfacing with our utility (Eversource). There was zero progress for several months during which time both the project manager and inspection coordinator had left SunRun. I spoke with our town inspector who had left them multiple messages with no response and no plan to address the issues they identified. Ultimately, our project was simply abandoned as the local manager did not appoint a new person to fill the vacancy for project coordinator or inspector. The manager is named Dave Norris. I attempted to reach date through multiple methods but he did not respond to my calls or emails. Eventually, I sent a email to Dave's supervisor . Only then did I get a callback. At first Dave was very helpful. Instead of assigning a new project manager he would manage the project himself and promised to keep me updated on my project. Sadly, we failed inspection again. The solution proposed was to move one of my gas lines, which would not only involve construction on my house but was also apparently out of the capabilities of SunRun and would require hiring a third party contractor. With some effort, I asked Dave to meet at my house with one of this team members and we were able to come up with a simpler and faster solution. This was ultimately implemented and we passed inspection after this additional delay of several months. During this period, by calling the service number and demanding to speak with supervisors I was eventually connected with Dan Butay, who was able to help me with several questions regarding tax incentives and has been exceptionally helpful throughout the process. However Dan is a field sales consultant and not actually responsible for project management - i.e. making surge the program moves smoothly from one phase to another. This appears to be a key weakness for the SunRun program. We submitted our completed application to the Utility at the end of July 2022 and were told to expect permission to operate and placement of a solar meter on our property in 1-2 weeks. Nothing happened. I eventually contact the utility who told me they had to confirm some aspects of the system with SunRun and were waiting on SunRun's reply for a few weeks. During this time, no one updated me and Dave simply attributed this to a delay with the utility. It is now October of 2022, more than two years after I initially signed the contract with SunRun. The utility tells me they have installed the new meter. However I have no received any permission to operate and SunRun has not activated my system. Dave Norris will no longer reply to my text or answer my calls. I have fully paid for my system at a cost of over $60k but have nothing to show for it. I do not know what the next step is here. To anyone who is considering SunRun as a vendor, please note that your contract likely includes a provision requiring disputes to be settled through a formal arbitration process. Personally, I did not think I would ever have to go through this process as I (erroneously) thought I would be able to work it out with supervisors. I have a very good track record of being able to resolve dispute and have never before this posted a negative review for any service, etc. However, there is zero responsiveness or sense of professional responsibly among the management team in my region and I feel I no longer have any choice.

System Not Performing As Per Contract/Won't Honor Warranty

We purchased a Sunrun system through Costco in December 2015 and the system went live in early 2016. Our contract has a100% Performance Guarantee and states that Sunrun will monitor the panels constantly. That has not been the case. Noticed recently that we do not appear to be generating the usual power since we purchased the system. Checked the box and it showed only 22 of 23 panels were operating. Then went to the mySunrun website and it shows we have produced approximately 9,000 kwh annually until 2022. With 3 months remaining, we have only 3372Kwh as of today. I called "customer service" today and was told I will have to pay $300.00 for a new meter before they will repair the bad panel. And get this..................They said this has been down since February of this year! What a joke! ZERO notification or contact from their promise to "monitor constantly" in our contract. Asked to speak with a supervisor and was transferred to another guy who repeatedly the same thing. No explanation why this has been down for 8 months. Glad I went through Costco, after reading all these complaints, I see I have my work cut out for me on pursuing this. Glad I'm retired and have the time. So sorry to see all of fellow customers having issues. **** Late addition: Would not let me post my complaint unless I put the brand of the solar panel on this form. Tried to put it in several times. Surprise!!! My panels are not listed. I will have to randomly put in one of the ones that pops up, even though that's not the ones I paid for, just to get this posted. Hmmmmmm.

Since Sunrun has taken over for Vivint and I have added a third set of panels I have had nothing but horrible service. My third set of panels was turned on in January 2022 and I was promised no true up bill….what a joke. My panels have been down more than up, I cannot get anyone in customer service to answer my questions, all I get is case manager will contact you and its a month by the time a technician comes out fixes the system and what do you know, still not up and running properly. I wish management would contact me, I don’t know how many times on the recorded line I’ve asked for a supervisor/manager to be told “no”.

Liars, Keep customer hanging, Terrible Overall Experience

I was having problem with system so called SUNRUN to take a look. One of the technician came and take a look and sure enough found multiple problems. Big problem he found was ground fault issue and potential fire hazard issue. I was told he is going to report issue and SUNRUN will replace panels. This was November 2020. But nothing happened. No calls. Nobody came or any action. So I called again and again and got hold of SUNRUN in Feb 2021 and they send another technician to take some numbers and pictures of solar panels. After that again nothing happened. No calls. Nobody came or any action. So I called again and again and got hold of SUNRUN in Oct 2021 and this time after many attempts and convincing about severity of problem they open a case to replace faulty Trina panels. This time finally I have been given a name Jackie(if I spelled right) a contact person. With whom I am not being able to talk once. Every time either she is on lunch or on vacation or somewhere out. I am starting to really question if she is even a real person. I have tried to contact SUNRUN so many times that I have memorize their replies. If I press too hard to talk to someone higher or Jackie herself. Their reply would be "Oh we were able to get hold of Jackie and she will call you back in a hour". And guess what nobody calls back. If I call on Monday/Tuesday SUNRUN reply would be "Jackie would call you back in 3-4 business days". Guess what after 3-4 days - weekend and nobody calls back. If I call on Wednesday/Thursday SUNRUN reply would be "Jackie would call you back in 1-2 business days". Guess what after 1-2 days(weekend) and nobody calls back. I am sick and tired of you SUNRUN. You are really shameless people and don't respect your customers or their property at all. Based on how you have treated me and my property for last 2 years I have nothing but bad things to say about you. Not one good thing happened since I got you! Just think about how miserable and helpless you are making your customers. Just lure them with fancy numbers and leave them hanging.

Run, just run from this company!

9/29/2022 Unit installed in March, unit had a partial failure in April. In May I got my first big electric bill. Cut to today, September 29th. System still down. Paying Electric company $400-500 a month PLUS my Sunrun contracted payment amount of $181 a month. To be clear, I noticed my system was down, not Sunrun. Your system isn't monitored, as promised. Sunrun subs out all system maintenance. Sunrun doesn't have repair staff in the Tucson area. "We used to" was the response I received. Harmon Electric is the repair sub and they're so frustrated with Sunrun and their customers. 6 months my system has been down. 6 long months of back and forth and run-around. They're from hell.

A total disaster!

We have a solar panel for almost a year now and constantly calling them because the electricity bills are the same or higher, the electricity provider said that the solars have not been installed or connected correctly, have someone to reinstall them. Sunrun said they sent someone and it is all fine, but no one came over that day as I was at home. Never get involved with them if you value your time and money.

Can you give them less than one star? I would!

terrible terrible and more terrible! From beginning till now (note I did not say end), they have been awful. Complete unable to provide basic service or support. Our sales rep (william) is a disaster and I am not sure how he even has a job. Their electrical installer is good, but that is about it. Do not use them or go through Costco.

Over promise and under delivers

Buyer beware! They don't put anything in writing! The reps come to your house to try and sell you a solar system and say that you don't have to pay for it upfront. They are very slow on everything. There is 1 representative that handles everything. I asked for my contract in writing and did not receive it until all the work was done. I asked for a copy of my scope of work and none was provided. They promised to replace the MPU panel for electric and never replaced it, even thought they sent an email stating that it would betaken care of. Finally, they said that they would not cover my MPU panel and that would cost $2500.

We were lied to by the salesmen

In 2019 we decided to go solar. The panels were installed and finally it was turned on. I was not happy as we were charged for the electricity from Vivant and also from Southern California Edison. We also in the year and a half not earning any credits. I finally told my husband something has to be done. This is costing us more. So, in 2021 we started trying to contact someone who could help us. We have had to go through so many salesmen. The first was Zack Watson, Jonathan, Mike, Nathaniel, Brad and finally Laura. It's so strange that when we said yes add more panels to our system, we started earning credits. (But the new panels weren't even added yet). Nathaniel said we could add more panels to our existing ones and have a flat bill of $74.85 per month from solar. Edison at the time our first solar went in we could only have 80%. Now, Edison was allowing us to make 110%. Nathaniel then had to come back and said he wasn't allowed to work with us, something due to the first panels were from Vivint. So, this is when Brad came in. Brad told us the same exact thing. We asked several times to verify the fact we would ONLY HAVE ONE BILL FROM SUNRUN AND ONE FROM EDISON. Brad did not finish setting up and we could not receive any contacts back from him. We finally found that someone named Laura now had our account. She finished the process. Where we have been lied to is, we have 2 bills from Sunrun, and we have one from Edison and we don't earn credits again! We are senior citizens on a fixed income and are now paying triple for power!!!!! Sunrun sales and company should be ashamed of themselves for the tactics of their salespeople. We have been trying to get this resolved and all they ask if we have it in writing what we were told. I hope no one else falls for their tactics.

Very Poor Customer Service

scheduled a reinstall of my panels sept. 20 and came knocking my door... installer dint event bother to ring the door bell and my wife and mother in law were waiting for them that day. it took me months to get this done but it dint materialized. called customer service and they could not give any person or case manager in charge with the project. No follow up from them ..calls, emails or text..... and they gave a wrong report where are the panels are stored ( panels in the basement ) wrong report! ITS IN THE GARAGE!.. Its been a week know and ZERO CONTACT from you guys...no email, no text, no calls. I want that panels reinstalled as soon as possible people....im paying for a service fee that Im not benefiting from a solar panel thats been seating in my garage. VIVINT/SUNRUN this is your customer ALEXANDER CARILLO.... MY ADDRESS IS: 80011 BRASS HORN LN, GLEN BURNIE,MD 21061.

Multiple issues left unanswered

Daniel Coleman (Field Energy Consultant) was patient with us during his sales pitches, answered our questions every time we called no matter the time or day. However, once we were locked in things went bad to worse. 1. Roofers from Trojan Roofing were not very approachable, every time I would ask the workers about roofing related questions they would look at me like I am such a bother and would just laugh and walk away (Language barrier or they were not well informed?). It took 2 weeks for them to replace the roof (we have a 2,000 sqft house) and they would come unannounced; quite difficult when you work the nightshift and is trying to sleep for your next shift that same day. Not only that, but I do believe that the workers used the corner of our house to urinate at. We have dogs, but our dogs urinate lower to the ground (they are female dogs). Every time the workers would leave, there would be a fresh puddle against the same wall corner of the house. After the work was done, they never secured the AC unit and its accompanying pipes which are located on the roof. When I addressed this with Daniel Segura, the roofers came back (unannounced, I just heard banging and walking on the roof one day) and they just tied the pipes with pieces of wood and twine and called it "secured". The AC unit itself is not back on the securing block properly-braces were not put back on. WE complained to Daniel Segura about this and till this day he has not gotten back to us about it-he said he was going to look into it and review some before and after photos. 2. It is going to be a year since we started this process of getting the solar panels up and running and I have had to re-apply for the loan, since it was pass the 6 months since we first applied for it. Our rate and price has not changed that was great. But in a month or two we will be charged for the loan and the solar panels are not even operational. We finally got the city to inspect the work last week (09/20/2022). I was told it passed, no one seems to know when we will be able to switch the unit on, since I have not heard anything since the inspection was done. They also promised to have the LADWP come back and update our electric meter, when? No one knows, the Sunrun rep that was here on the day of inspection stated that he is "not familiar with that process of who at Sunrun calls the LADWP, all I know is that LADWP has to come and update that old meter from analog to the digital one so it that your rate will be adjusted properly". We understand that we are at the mercy of the city and with them being busy with other things, the least you guys can do is keep us updated not just with the usual copy and paste texts. 3. We would send emails to Daniel Coleman to help us communicate with Daniel Segura and the email would just come back to us cut and pasted (forwarded) with a post scrips "Daniel Segura, Can you please follow up with the customers Daniel S?" 3. I called (747-215-4493) and sent an email to Daniel Segura (09/23/2022) to let him know that there is a recent problem with the circuit breaker (it tripped off) we had no power to certain parts of the house; ironic since we also purchased a back up battery incase of a power outage, and I got no call back. I called again this morning and I got nothing. Is this the kind of service we will get throughout our business relationship? This kind of communication (more like lack of communication) makes me feel like Sunrun doesn't care about their customers once they get the sale. The unit is not even operational and it already has issues to which no one would care to address. Is it because we purchased the unit and not leased it? By the way, the panel installers were better at communicating with me while on site and were patient with my questions, they secured all of their cables using the correct brackets. They did a professional job with minimal damage to the outside walls and roof. The electrician Victor was very courteous and he didn't mind us questioning everything he was doing. And the side of our house walls were urine free and dry.

no communication

I have been waiting since August 29th 2022 for someone to look at my inverter. it is now September 26 and still no solar power. I will now have to pay for 1 months electricity plus my sunrun bill. Im still waiting to here from Freedom Forever. For people wanting to get solar, Do yourself a huge favor and do not get Sunrun.

Aweful

One year old system have had it down most of the time. They are terrible to service it then think I’m paying for this on top of my enormous electric bills. Trinity solar sold this to me and that’s all they are good for selling good smooth talkers but zero help in taking care of issues.

No startup

The system was installed in Feb.,2022. So far it hasn't been activated. Don't know what is going on, because I only get an e-mail every 3 months or so. Every time they set up a hoop, I jump through it and then they set up another one.

Over charged and poor customer service

Their customer service is horrible I requested some help to get access to my emphase account and I've talked to 2 representatives and over 3 weeks now and still haven't got the information to login to my emphase account they also over charged me by $6300 which pisses me off I bought my system during the pandemic and the LG panels I order were on back order so I switched to a different LG panel (a older one) with the pitch being your cost for your system will be cheaper we can do it asap and these are a little large panels so you won't need as many for your system well instead of th system being less like it should they ended up charging me more the these older LG panels I even showed them on their contract thay they added up the numbers wrong and over charged me but they still wouldn't refund me the over billed amount. All in all SUNRUN is a rip off one of the most expensive solar companies around and there customer support is crap takes forever to get results. Definitely would look at other companies if I ever buy solar in the future. The company is sneaky always double check their work and contracts before signing.

Terrible Overall Experience - Do Not Use This Company

We started this process in March of 2021 and it took until March of 2022 to get the full process completed. Now we are still dealing with additional charges based on continuous miscommunications from their team. Not any part of this process was made easy. Highly do not recommend working with this company!!!!!!

Sunrun is the absolute worst company

We've had solar since 2014 and NEVER activated!! We get zero benefits and stuck with a monthly payment along with a large bill from SCE. I've tried multiple times to get a tech out to fix/connect us and they either show up and say "sorry we don't have the right equipment" or never call and simply cancel the appointment. Although, I have a case worker assigned to my account, Emerson Fullmer, has NEVER reached out and has yet to answer my emails. He should be fired along with the entire management team, especially the CEO for allowing this. I'm totally disgusted and wish I could rip these panels off my house and be done with Sunrun. I've never had an experience like this they should be ashamed.

WORST COMPANY, SOLAR OR NOT, EVERRRR... STAY FAR AWAYYYYY

My fiance and I bought a home and the roof was affixed with solar panels which were under a Power Purchase Agreement between the seller and Vivant Solar (now Sunrun). We negotiated with the Seller and over phone calls with Sunrun to buy the system out, specifically mentioning that we would have right to any benefits of the system, including but not limited to the power that it produces and the Solar Renewable Energy Credits (SRECs). Upon executing the contract to buy the property, the seller paid Sunrun the amount of $36,186.77. After some time and no contact from anyone, I reached out to Sunrun to see how to go about receiving the SRECs. Since then I have been passed from one agent to the next who all tell me that they will have it resolved "this week." I've requested documentation that the system has been transferred into my name and nothing. I've asked for the NJ certificate that should be transferred in my name and nothing. I've asked for them to fill out a transfer of ownership form with PJM GATS (who is key in reporting SREC generation), and nothing. In the meantime Sunrun is collecting the SRECs from my system, valued at approximately $200/month. Those are my credits that could go towards helping my family pay the mortgage. Keep in mind, instead of negotiating to have the seller buy out the solar system, I could have opted to simply reduce the price of the property and stayed in the PPA agreement. I made the decision to buy the panels, in essence, and it has been the worst experience of my life. I will recommend other companies to EVERY ONE OF MY FRIENDS AND FAMILY. Sunrun customer service has been shockingly, the worst CX experience of my life and I'm surprised that a publicly traded company conducts themselves this poorly. Absolutely terrible

Terrible service all around

The crew who installed my system left a mess in my front yard. Then the system itself has been down every year that I’ve had it. It became operational in January 2019 and I’ve have nothing but terrible luck with it. The inverter seems to brake every year. Then minimum 1-2 months to get a tech out to look. I wish I did more research when I picked these idiots. I chose them because they’re affiliated with Costco. Definitely would not recommend them.

Faulty installation

The company did not install the proper flashing on my roof allowing water to leak in during the last two rains. I have been trying to get them to repair this since 9/9/22. Their forman looked at the dama ge when they installed a system next door and he said the flashing was not properly installed. I have now turned this over to my homeowners insurance and they will be here tomorrow to begin repairs. DO NOT USE THIS COMPANY!

Read the small print and ask lots of questions.

Up to this point (installed in (2017) we were very happy with our solar experience and recommended this company to others without hesitation. Well, our roof (which was replaced for the panel installation in 2017) has started to leak. We contacted Sunrun- a technician came out and found that squirrels had nested under one of the panels and that was causing the leak. We foolishly believed that by renting the panels, any issues that would come up would be fixed by Sunrun, since they owned the panels. Surprise.... we have been told that we are responsible for paying for all repairs to our roof- as well as the cost of removing and reinstalling the panel to get to the roof. There would not be a squirrel nest if it weren't for the solar panels. The roof came with shingles that were guaranteed for 50 years. We had a tech come out a month ago as a piece of panel support was on the ground (prob knocked down by nesting squirrels). He stood in the back yard (didn't go up a ladder) and said the pieces that fell were probably just "extras" that some how fell after 5 years.. The 10-year roof penetration warranty lists several exclusions, but there is no mention of animal damage. It also states that regular inspections will be conducted- there have not been any. We currently have a steady stream of water into out attic and have been told it will be 2-3 business days before contacted again. Very unhappy with our customer experience.

Earle Doudera was the most unprofessional sales consultant I've seen in my life. His couldn't answer any of my questions, and when I ask why it's more expensive than other companies, he insulted me with attitude. Sun run is not getting my business thanks to this funny guy.

Solar Installation for our home

I am very dissatisfied with Sunrun Solar Company. I had my solar installed on April 11, 2022 and have made several calls to Sunrun before and after finding out that PG&E never received needed documentation to schedule the inspection and activation of our solar system. I have now been waiting over 5 months from installation to notification of PG&E to then be eventually be put on PG&E waiting list. I signed up for Solar Installation with Sun Run on March 9, 2021 so have waiting >6 months and making payments to PG&E for my electricity. I would think that Sunrun would have been able to get me a return on my investment much sooner. With PG&E now putting us on a waiting list it will likely be 8 plus months before I see any savings for this significant investment. Yeaks!

Horrific communication and follow through

We started this process in March of 2022. We were considering Tesla Solar Panels but were disappointed in their response time during the sales process and were told that SunRun would be a faster install. We were wrong. The electricians were sloppy. They failed to work with the city to get permits and approvals efficiently. And now we've had panels on our home for two months and are still not connected. SunRun will not respond to text or email. They say they escalate but nothing happens. No follow-up. No communication. Empty promises. Truly Horrific. Avoid at all costs.

Failed to get the system working for months

It took them 2 months to get a COA and multiple calls on my part to push it. I was told it was activated but the battery was not activated and they had to send out a technician. The battery was activated but they used the wrong company name so they couldn’t monitor the battery. Sent a technician to fix it. After all that I got my first utility bill for the first month and it was the highest bill in 12 months. I’m at a loss at this point.