Sunrun Inc.

Panel not producing any power 5 months now.

I bought my house on April 20th 2022 Today is September 19th, 2022 (5months) Sunrun charged me six months in advance. Unitil today the system is producing zero. I made numerous phone calls to them only to be told that the system is deactivated. spent hundreds of hours on the phone. I'm in Real Estate and I had many clients who had a hard time selling this service when they decide to sell their home. Something Needs to be done on the federal level to stop this fraud.

process unacceptable slow 7 months and no activated

march we sign a contract august 5th installing the panels to day sept 16 still not active the company is following the process. I DO NOT RECOMMEND THIS COMPANY FOR THE SOLAR PANELS

Don't Do Business with SunRun

My solar system was installed in May of 2021, it stopped producing in Oct 2021 and was down for 3 months. I was not notified by Sunrun, but found out when I received a high bill from my electric company. New Inverter was installed in January 2022. System went down again in April 22 and we were again not notified by Sunrun. New Inverter was installed on Jun 29 before it went down again on July 1st. It took 13 days for Sunrun to notify us that the system was down. A new inverter was installed on August 19 and only produced for Aug 23 and Aug 24. We have had this system for 15 months and it has not worked for 9 of those months. I have been told that the inverter is on back order but yet Sunrun is still installing solar elsewhere. Although we have received a credit for lack of service it does not compare to the cost of electricity I'm paying to my electric company. I have to continuously call to find out the status of my issue; Sunrun is severely lacking in the customer service department. I'm tempted to have a sign printed and put on both my front and side yards (we have a corner lot) telling people not to do business with Sunrun. My other option is to contact our local TV news channel. Our you can come and take the equipment down. The ball is in your court.

Horrible Service

Company is a joke. Didn't install as many panels as house needs and will not add more. Stuck with a $2000 electricity bill each year on top of the monthly solar lease. Will not reimburse you electricity cost if their system fails. Customer service can never provide any updates on work that needs to be done and can't even support communication between themselves and outsourced contractors that actually perform the work. Horrible company.

My system stopped working in June. I received an email that I would be hearing from 1st Light energy to schedule service within 5 days. I never heard from them. I left multiple voice mail messages and never received a call back. Then, after multiple calls to Sunrun, was told that 1st Light was coming to my house that day. They never came. Then, I got an email that they switched the service company to SunSystems or Novasource. A service rep did come out on August 2. They said the inverter did not work and would need to be replaced, because it was under warranty. After 2 weeks of hearing nothing, I called. After 2 days, a rep asked if my inverter was in sleep mode. I said that it was not in sleep mode, the representative had turned the electricity off to the inverter, because it was not working. About a week later, someone from Novasource called and said they needed to come out for an "inverter troubleshoot". The person who came said he thought a fuse needed to be replaced, then left. I left a message with my contact on August 30 regarding next steps and still have not received a call back. I received another email on 9/6/22 that Novasource would be contacting me in 5 days. I called Sunrun on 9/12. They said the inverter does need to be replaced and I should hear from Novasource that day or the next. It is Thursday 9/14 and I still have not received a call despite calls and texts. My system has not generated electricity in over 3 MONTHS. Poor service and communication.

WORST SOLAR COMPANY TO DATE IN HISTORY

- Horrible Customer Service!!! - System HAS NOT functioned as promised since installation day, nearly 3 years ago!!! - System was SEVERELY UNDERSIZED! As a result, I have an $800+ electric bill with 23 panels AND 2 Backup Batteries. - When asked when my 2 batteries are going to be repaired. They keep giving me the run around! - I WILL NOT recommend this Company anymore. They have terrible business practices, systems DO NOT perform as designed, and once they get their $$$ post installation they alienate you and never return calls or try to help you out!

I had solar installed 2 months ago and it is still not turned on. I’ve had all my inspections and have reached out to my sales person only to keep being told it will happen soon.

Constant delays and faulty equipment

We decided to go with SunRun because of their relationship with Costco, who typically only partners with reputable contractors. The sales and contract were all very quick and easy with promises of a quick installation and "proactive monitoring." The installation was scheduled quickly, but ended up taking several days longer than expected. No big deal. At the end of the installation, some of the panels in the most prominently visible part of our roof had large scratches going across them. The installation team has very poor communication with the "customer success" team. A week after the installation was completed, I emailed to ask when the city inspection would happen and received a response that they didn't know the installation was completed yet. Ok... a couple week delay. Not the end of the world. After the city inspection, all we were waiting for was the interconnection request. It took over 2 months to get SunRun to even file the request with PG&E. Once again, the customer success person didn't even know the inspection was completed by the city. Then, they needed to send me a change order for the equipment because they installed something different than they originally quoted. Many many emails with slow, or no response and the system was finally approved by PG&E. Yay! Turn it on! A few days later, I got an email from the customer success manager saying the system was showing production. But, they failed to notice that our 10.8kw system had failed to produce even a single kWh. When I emailed this customer success person, she quickly passed me off to customer service. Apparently, we were no longer in the installation phase and were no longer her problem even though our system wasn't doing ANYTHING and had worked at any point in time. Called customer service, was told I had to wait 48 hours for a response. Called back more than 48 hours later and was told that the inverter had a fault and needed to be replaced. 3 more weeks until the first available appointment to have someone fix it. So now my question is, how "proactive" is their proactive monitoring service? They didn't notice that our system wasn't producing any energy. Good thing I checked. Too bad it's been 3 months since the installation was completed and we're still waiting for our system to be functional.

Ready to sue SunRun for no repair service

On 8/16/22, my solar system stopped working. I have made multiple calls to have this system fixed to no avail. SunRun customer service representatives have told me they would call back by days end but never did. SunRun has a service case in their system but Freedom Forever (the installer) has yet to come and fix my system. I just paid SunRun $55 for a system NOT working. It is now 25 days paying for a broken system. I am getting ready to sue. The contract calls for arbitration for any disputes. Paying for service not supplied is not something for arbitration - it is not in dispute - I've paid for something they have not delivered. It is something that I will gladly take to court. today is 9/10/22. In five more days I will be without solar for 30 days. I expect my system to be working by 9/14/22 and I expect one month credit or I will take this to court and I will have my solar (repaired by a local company) and I will own, outright my solar system. Fix it or see me in court.

Literally Stole $7600 from My Account

My account is on autopay and my monthly bill is about $200-300. They randomly billed me for $7600 one month and that was taken from my account on autopay. Just call in and get it fixed, right? It has now been TWO MONTHS with about 20 phone calls and dozens of emails and they still haven't returned my money. All I can do is warn other people... DO NOT DO BUSINESS WITH SUNRUN. Unless you can spot them 7K for months at a time

Changes made to panels without our concent

I started the process with them back in June and it has been nothing but delay and runaround answers. The latest issue that has not left us with a total negative view of SunRun, is the installation of lower rated panels even though our signed contact states we will have 23 panels producing a certain amount of energy, now they placed 25 panels and never even informed us of the changes nor were we asked if it was ok to add additional panels. The installer Freedom Forever says its a SunRun contract so they can't answer my questions and SunRun says Freedom forever will address my concerns......They installed lower producing panels and never even bothered to ask if we agreed to the changes. I have made numerous attempts to get this addressed but all they say is someone has been assigned to the case yet no update are ever provided. I will most likely hire someone to remove the panels and look to see how any and all damages made to my roof as part of the installation are fixed and they can come pick up the panels when ever they like. I am beyond upset and disappointed.

Zero follow up on repairs

Sunrun made me replace my roof prior to installing the solar system. Sunrun hired the roofer directly. Within one month of the roof being replaced there was a leak due to a faulty flashing installation. It has been 9 months and it still isn't fixed. Customer service is awful and there is no way of contacting the "home upgrades" division responsible for the repair. The solar system seems to be fine but I would not use Sunrun if they are going to require roof replacement.

They are liars, There is a lot of fraud in the contract

They are liars, There is a lot of fraud in the contract.

No custom service

My system has been installed for 2 month and still waiting for inspection. I can understand that this can takes time. I have been trying to contact their support person to get updates. They simply ignore my messages. I should have checked the reviews before getting into a deal. Once you paid them, you will get no support.

Don't Use Sunrun

We have had issues with our panels since they were installed 4 years ago. I have attempted to get someone out to check the panels which we know are not working properly and no one ever follows up. They do a desktop review saying everything is fine. In addition, they under provisioned us despite promises they would add more panels if needed. When I inquired about adding panels they said I can purchase another system. They lie and they do not care about the customers.

COMPLETE AND TOTAL LIARS

Our landlord had Sunrun install solar on our home at our request a couple years ago. In 2022 we had our largest true up to date $2,066. We were approached by Oscar a second time stating that Sunrum was currently offering a program to "add additional panels to our existing system" so that we would "never have a true up again". Oscar and his trainee Jaxson assured me that this would NOT be a second additional account. All panels would be on 1 account and the best news? According to Oscar our payment would be less then our current payment of $124 starting at only $113 per month. He had us sign paperwork and said that he would let us know in a couple weeks if we qualify for this program. Now I am convinced this program was all a lie. The installers came and put the panels where they thought they would look best rather than following the signed design plan. The accounts are NOT combined. I now have 2 accounts and will be paying TWICE as much a month as I was. DO NOT TRUST SUNRUN. DO NOT TRUST THEIR EMPLOYEES. THEY DO NOT DO ANYRHING THEY PROMISE. THEY WONT EVEN RETURN CALLS.

Submitted a permit without informed consent

Wanted a QUOTE on a solar project and they proceeded to submitted a rushed, poorly planned, not approved permit request to the county. Now having do deal with cancelling their permit so that our approved project can proceed. BE CAREFUL when working with this company.

I had SunRun installed about 6 years ago. It has been working fine. About 5 months ago we accidentally found out the system was not generating anything. We called and spoke to Easton FullMur and they came out about a week later. They had to change the inverter. After a couple of days they said it was still not working and they need to replace the box. This has been ongoing since June. We called numerous times and left messages for Easton and emails. He does not respond. Called again a week ago and left a message for a supervisor to call me back and still no one returned my call. The customer service in -0. Horrible company. They got their money and could care less about you after they install. I live in ALL electric house. I do not have gas. This is the 3rd heatwave we had and my electric bill is going through the roof

Sunrun is not timely in installation and warranty service.

I contracted with Costco and Sunrun was their sub contractor. I paid full price up front for battery and panels. They did not install until 6 month later. The battery quite working and the Sunrun tech said I need a replacement and it was on warrantee. It took almost 3 moths for them to get the tech out and then they claim they do not have a battery or train tech to do the work. It is not they have no parts because they are still selling installation and products. They have over extend there ability to provide what customer have paid for. or they are making contracts they cannot honor on a timely fashion.REC Solar Model: REC290TP2 BLKREC Solar Model: REC290TP2 BLK

Will not give me admin access to a system I own out right

I have own my 2.6 kw system with brightbox battery backup for 3 years. The Sunrun app is terrible. I have the solar edge app (I have a Solar edge inverter). Sunrun never gave me owner access which lets me view how my panels are running. I had to call Solar Edge. I want admin access to my system so I change the settings of my bright box battery to how I see fits best for my home/electric bill. Every time I call Sunrun I get the run around. I talk to a supervisor. They say they’ll call back. They never do! I own my system out right. I do not lease. I should be able to have full access! Ive heard other company’s give you that upfront. Go with them. Sunrun also charges double. I was going to do an addition to my current system but them not granting me access to my first system cost them a same. Also, the price for the addition was more than my first system with no battery backup. What a joke. I called the Solar guy and they said Sunrun cost more because they have better customer service. Another joke. Their customer service list them a same as well for not granting me admin access to a system i paid for outright!!! Go with Tesla. It’s half the price. Even if Tesla takes longer to install and you have to put in some work. It will be better than Sunrun and save you upfront and in the long run. I’m also sure I’ll get a generic message from Sunrun to contact them…. Heard that before. I hope your rep at Costco don’t ask me about Solar. I’m sure they won’t be ready for what I have to say.

No service

Took a little over 10 months to finally get connected to the grid. But found out nothing appears to work. Have spent the last week trying to resolve the problem. The problem is SunRun does not live up to its promises. All I get is sorry for the inconvenience, we’ll look into it. No communication from the unit to the app. Was told the inverter didn’t update. That was a week ago. Has it been looked at ,has anyone tried to fix it, the answer is no. I wish I’d had read the reviews, really thought this was a reliable company, I was wrong. Stay away from this company.

Don't use!!!!

Had solar panels installed middle of July. Thought going with a company affiliated with Costco would be a safe bet. WRONG!! Still waiting for paper work to get to county for the permit process and it is the beginning of September!! Our payment starts next week and NO SOLAR. wish we could say it was the county, but it's not. Sunrun has not sent necessary paperwork to county, our bill starts next week and no phone calls returned from Sunrun. If you think going through a company affilliated with Costco would be a safe bet, you'd be wrong. DO NOT USE!!!

SunRun sold us a lie

SunRun sales people described a package that seemed like a dream - we could take advantage of incentive programs through our energy company + state and local tax incentives; they'd maintain our system until we paid it off and we'd save $50,000 over 25 years. We were thrilled with the install efficiency and overall ease of getting panels, but since then, customer service has been a nightmare and we've revealed all the lies we were sold. They won't honor their warranty, it's significantly shorter than they told us, and their customer service team tells contradicting lies!

Horrible, Horrible Experience – I DO NOT RECOMMEND THEM PERIOD…

I recently purchased a home with an existing Sunrun solar system installed by the previous owners, so the remaining lease was transferred with the house… It has been a nightmare since day one… From signing the transfer which they fumbled up… then problems opening an account on Sunrun… finally after numerous attempts I managed to get one opened… I’ve been kept in the dark about the balance and payments left on the solar system… no one from the company ever contacted me to this day with that information…Then if that’s not enough my account has shown a zero balance since day one… finally after waiting 3 months I called them to inquire why I’m not receiving a bill… They apologized for that… they were fully aware of the problem I’m told… then I’m told that it has an open internal case for this billing error and there working on it… so now I sit and wait…. I kept checking there site daily for weeks and no change… Then the finale…now the nightmare gets real… now 6 months almost 7 months later… 3 months after I called them about not receiving any bills in the mail, I receive a notice from their collection department that the account is over 60 days… the notice is demanding payment or else! … again, I checked my account at Sunrun … still shows zero balance… no payment or balance information on my account… the funniest thing is they still don’t have it right…. they have very serious problems there… people the reviews say it all…. I DO NOT RECOMMEND THEM AT ALL!!!…

not as good as Vivint anymore

When this company was Vivint we never had a problem. Now -- not so much About March or April of this year I noticed our system was not producing power. This meant that I had to rely on local electrical system (SDG&E) for power at much higher rates. It took many weeks to get an appointment, but the problem was not solved. It wasn't until August that a crew fixed things. I asked Sunrun to make up the difference between what should've been charged and what I had to actually pay to SDGE which was about $850. They offered a token $50 and said my contract didn't require them to cover the difference EVEN THOUGH IT WAS THEIR EQUIPMENT THAT FAILED ! Also, customer service is a joke. It is a call center in the Philippines and their understanding of English is poor making it hard to communicate complicated issues like I had. Asking for a supervisor was useless I would like Sunrun to reply to me and offer to cover the $$ I had to pay to SDGE (the True Up is due in September and it is over $1000. Usually its around $200-300)