Sunrun Inc.

Customer service is POOR

we had solar installed towards the end of 2024. When they came to upgrade the ameren meter on the side of the house our siding was damaged in the process. Keep getting the run around on when someone will be here to correctly fix our siding and re-attach the ameren meter to the house. This issue was reported to them November of 2024 and still currently waiting for someone to show up and take care of this issue. Not happy at all with getting the run around on when someone will be here to fix this.

Thus far my experience has been very positive

SOLAR POWER!

Overall everything was great. Joe Hess explained the program and answered my questions. Joe #2 was covering the installation and covered anything I needed to know. My inspection with the city hasn’t happened yet so I have no Solar Power yet.

Think twice

When it came time for installation, everybody was always available to speak on the phone to answer questions to get things done properly and efficiently. But once the panels were up, their customer service is terrible. At the time of signing, I was promised the first six months, free solar and a referral fee was to go to my friend who referred me. It took me two months to fight for my six months, free solar, which finally Got accomplished, but as far as the referral money promised to my friend to this day being six months, she has not seen a dime. I don’t think this is acceptable for a company as large as SunRun, and just the mere fact that they don’t stand behind what was promised or advertised. After going through all of this, I find there are many other solar companies out there, and if I could do it all over again, I certainly would. So “think twice” before going with Sunrun.

Run from Sunrun

I inherited our solar panels from the previous owners of our home in 2017. Initially - not much frustration and problems. The past two years the company and the product has been basically unusable. The patter is: Panels break -- minimum of two weeks for anyone to come out and assess broken panels -- no fix available, two months go by with broken panels -- sunrun refuses to reimburse for invoices that I'm paying for the broken panels. This company is a joke. Find an alternative.

It has been 6 months since this process started and we are still not connected to the grid. The beginning of the process started out well but since then we have been passed to different people and are currently only dealing with text messages The inspections have been the worst with staff blaming the previous inspectors, we even had an inspector bring the wrong person. We wonder when this whole process will end

Solar Panels not producing enough energy

My family decided to get solar panels put on the house since we were paying almost $500 a month of electricity. We were recommended Sunrun by a rep we met at Costco. We decided to give it a try and one of the Sunrun employees came and spoke to us about how we were going to see savings in our electric bill after a few months of installment. We got the solar panels put on January of 2023 after 6 months we saw very little decrease in our electricity bill. I kept reaching out to customer service to see what’s going on they stated that we are not producing enough energy for the amount of electricity we use. Our bill is still at $500 or more on top of paying $105 a month to Sunrun. So we are not saving anything if anything we are paying more now than before we got solar.

Total scam

The sales person said our electric bill would decrease by about $150.00 a month but after 5 months it is still the same. Hopefully all of us that feel we've been cheated will be able to bring a class action lawsuit against this company.

Jared Fernandez was our guide through the process. He was clear and instructive with all our questions.

Great experience with Sunrun

We are very happy with everyone we had contact with at Sunrun (Erika, Bryson, Nick and the installers). Everyone responded promptly, were polite, knowledgeable, and friendly. The work was done quickly and professional. They cleaned up after they finished, so all that was left was the wonderful leased solar system that will help reduce our electricity costs for many years to come.

Solar panels added to detached barn

Process when smoothly with excellent communication and updates. Design was reviewed and discussed before approving.

Solar Savings & Promo Gift Card Fraud?

The sales rep who sold us the solar energy was fantastic! However, once we got to operation, the customer service went sideways. We were assured that we would pay less for their solar than Edison utility. Our first bill for both companies is 2x the amount we were paying for Edison! Additionally, we were encouraged to sign up for solar service during the promo to get the Sunrun Six Offer Promo Gift Card (valued at 6 mos of monthly billing), that was to happen in 6-8 weeks from PTO. Well, that would have been 12/27/24. No gift card. There is such an indifference to good customer by this company. They are either evasive or unresponsive to customer engagement for problem solving.

Corey Duncan!

Corey Duncan is the reason we had no concerns with making a switch to solar. If every businessperson was like him maneuvering the world would be pleasant. He was informative, understanding, understandable, kind, communicative, responsive....the list goes on with nothing but praise. Thank you Corey!

Sy is a GREAT solar rep!

Oh man! What can I say?? Dealing with Sy, I feel so confident with her. Every time she checked up on me and returned my call. That’s what made me feel so good about Sunrun. I’d recommend Sunrun to anyone because of the service I get from Sy. She was right on top of everything to get my roof replaced at no cost to me. If I have to recommend, I’d give her a ten because she’s loyal. Sy’s a person you’d want to work with all the time!

I am being charged for two tesla powerwalls that do not work

I have two Tesla accounts registered at different addresses. My first experience was excellent, which prompted me to request the service for another property. Bright Ops Solar began the installation, but after many visits spanning four months, I grew increasingly frustrated and requested that they remove the hardware so I could hire another company. Reed Riely from Bright Ops Solar reached out to me to discuss my concerns. I expressed that the project should have been completed months ago. He calmed me down by promising to cover my high PGE bills during the peak of summer. However, in September, when I requested the promised payments, I found out it was a false promise, and no such payments would be made. From October to January, both Bright Ops Solar and Sunrun struggled to determine why my two Tesla Powerwalls were not functioning, despite the fact that I am already paying for the service. No one seemed willing to take responsibility, and I felt like I was being tossed around like a hot potato that no one wanted to hold. Brayam Rosero at Sunrun claimed he could check the system remotely and insisted that the batteries were functioning properly. Yet, a month later, we experienced a power outage, and my house went dark. Interestingly, when our neighbors' power came back on, our house also received power. Despite having twenty-nine solar panels and two Tesla Powerwalls, we could not withstand a 90-second power outage.

Mislead

The representative for the Hawaii base name is Chase Pineda was nice to begin with and told us everything we wanted to hear. We was transparent with him on how we didn’t want to have dual bill bc my parents are in a set income. He failed to mention that we will have two bill one from HECO and another from SunRun. To compensate he promised to compensate us that never happen. After the installation was done, he was no where to be found. Chase and the other Hawaii rep didn’t reply to any of my texts, messages, and phone calls. They seem trustworthy at first but after installation they are no where to be found and the customer service is no help bc they act like they don’t know each other. They will just refer to the policy and don’t believe anything you say and don’t want to get in touch with their rep for clarification. I thought I was saving my parents money but I just gave them headaches and problems that we have to deal with for the next 25 years. Save yourself and don’t trust them.

Not getting the service

After several months, the system is not working. I pay Sunrun, And my utility bill. Together the total has been more than twice of what I paid before. I have a customer service representative that has no clue and is missing in action.

Hardllyn , Dylan, and Casey were all great to work with.

New to solar

Rudy worked great with us on our project. Wanting to see first months savings

Sunrun Experience

My experience from beginning to end was above and beyond, my rep Irv was excellent with showing me my options and what works best for our home. My contact person Julia was very sweet, she kept me informed on the next steps in process. The foreman Travaun was very helpful, he did the power off part later in the day for me due to us having family over for the holiday. I love Sunrun and the savings on our power bill even with my employee discount at PGE we still see some great savings and now we have protection from blackouts and better control over when we use power with SPAN

We started our project in June to date it is all installed but not running. They were right on when we were signing and now they are no where to be found. Can’t get a phone call for status just a lot of equipment and still $500 + PGE bills. They said they’d cover the bills but we have not seen a penny or any solar power. They are all talk to sell you but now can’t be found

Installation

Kept me informed throughout the entire process

Very thorough

Had a power outage Sunday, app showed battery @ 9%. My power was out. The battery back up was one of the reasons chose to go solar. Very disappointing.

Everything was excellent!!!