Sunrun Inc.

Wish I could give 0 Stars

Truly awful experience. I can count at least 3 flat out lies told by my sales consultant. I have called CS 3 times and haven't had any luck. Run far away from this company.

I signed a contract in October of 2021. I had a reroof and a electrical panel up grade plus solar panels. The roof leaks and one of the breakers shuts off on the electrical panel several time throughout the week. ( now they have said it is in the wiring in the wall. Never said that before.) My roof leaks and I was told they were going to reroof the sections that is leaking and check the rest of the roof to make sure there were no other leaks. That has not happened yet. I received a texted stating that the city had approved my solar system and it could be turned on. Well that has not happen. Ben Daley is the worse person to get ahold of. ( he is supposedly over my project) He does not return calls or text. Stephen Alonzo was very helpful in the beginning, but now he will not answer call or text. I think I have been very patient. I have contacted every person I could find an email or phone number to get help with this situation and have gotten no where. So I am letting you all know I have now contacted a LAWYER. I will get this taken care of now.

Terrible company

My roof is leaking from solar panels mounting they won’t answer phones I waited 2 months before for them to replace a part with no bill credit and now I gave a $500 electric bill they won’t help they don’t care they will only call you back if you stop payments shameful embarrassment of a company steer clear of them.

Horrible Experience - DO NOT RECOMMEND

1 Star is even too much for SunRun. Please read all the reviews and talk with everyone about them before you commit. The experience I am having with them is the WORST I have in my entire life. When we were talking with Gabriel everything was wonderful, but once we signed the contract, oh boy, everything started being difficult! First the budget to redo the roof and install the solar panels was more than enough.. until my husband got a call asking him to redo the roof because the budget was not enough ?! We started everything in February and my service is not connected yet. There was so many difficulties, so many calls that I had to do to keep them moving. They clearly don't know what they are doing! I had to call my electric service company and city inspectors to figure out what they need from SunRun.. which was just saying " They don't have any updates.. they are waiting for the Permit to operate".. I am still waiting for the construction manager to call me to explain why materials were pick it up from my house from SunRun non employee, they are always busy and can never talk with me. Not recommend this company for ANYONE !!!

Worst Customer Service

Had to have panels removed to reroof house. Took a month to get it done with no communication from the company. Called for reinstall after reroof completed first of July 2022. NO one called back. Called numerous times to finally get on schedule for Aug 10. Reinstall team showed up on Aug 9 with no early warning. Reinstall team left after an hour saying that the panels did not fit and would have to be redesigned, even though no structural changes were made to the roof. Again, no communicaation from SunRun, requiring me to call back several more times. Assured on Aug 10 that a team was on the dispatch schedule to be at my house on Aug 11. No one showed up and no communication, requiring that I call yet again. Talked to the unit supervisor finally, after requesting calls from her 3 separate times prior, who assured me that she would expedite everything and keep in touch with me. She then told me that they would have to do a site survey to check the situation out, which was scheduled for Aug19 and that she would call me ahead of time to assure me it would be happening. Received no call. Survey technician advised that his results would be uploaded with 10 minutes into the CAD system and should take 2-3 hours to determine how the panels would fit. Now four days later still no communication. Called to talk to supervisor, still not available. Note that due to the structure of their communications, each call takes around 30 minutes due to wait time as calls are transferred within different departments before getting someone that can provide any answers. Of course through all of this I have missed the prime solar production times and had to pay the high PGE rates, costing me hundreds of extra dollars a month. Worst customer service ever (note received a general note from the new CEO in June about how their primary focus going forward was on "customer satisfaction". How ironic!

DO NOT SIGN UP WITH THIS COMPANY

It took over a year for Vivint (now Sunrun) to turn the system on after installing it due to one issue after another requiring follow-up appointments that were scheduled 3 months out each time. They finally did turn it on 2018. There were numerous problems with breakers, inverters, etc. after that. The current and most pressing problem now with that the communication unit stopped working in December of 2020, and they seem to be incapable of fixing or replacing it, as call after call, appointment after appointment are scheduled to no avail. They even send out repairmen without checking if the replacement part has come in (it had not). They finally installed another small box, but it still didn't communicate. I called again and "Mary" told me that they needed to enter the serial number in the system and it should work in a day or two, and she PROMISED to call back and check. She never did, and it's still not working. (She's in a long line of customer service reps who have promised to follow up and never did.) THIS HAS BEEN GOING ON FOR A YEAR AN 8 MONTHS SO FAR. I call again and again, and they say that Riley Beck (who is assigned to the account) is the ONLY person that I'm allowed to speak with - but Riley is NEVER available and NEVER calls back, so I wait a few days and call again, and spend another hour on the phone PLEADING for ANYONE WHO CAN HELP. In the meantime, SDG&E wants their money, but Sunrun is unwilling to speak to them about what my system is generating until the technical issues are resolved, which apparently is never. UNBELIEVABLY POOR SERVICE.

Solar Panels Never Worked

I had solar panels installed 2016 with Vivint Solar who is now Sunrun that were designed incorrectly my electric bills doubled and tripled. After many service calls of a panel not working , a fuse blew out, panels were not operational one month, Vivints answer was to install a second set of 19 more panels which gave me now 2 additional bills to my electric bill. This did not work either so after numerous emails and phone calls to customer service reps they shut off the system and said they would refund me and not send me to collections. It is now 2022 and I want to refinance my home and found out they did send me to collections and a company named Sunrun bought them out When I first called they did not know who I was by name or address then said they would remove the panels to which I agreed then stated they couldn’t help or talk to me since I’m in collections with Caine & Weiner in Ca who also didn’t know of me I have sent them emails and had few phone calls and again nothing No one will help or talk to me and I cannot refinance since their is a lien on my house and I cannot remove the UCC. Sunrun says can’t do anything to call Caine & Weiner and they not answering me I’m at a loss and in same mess I was since 2015

The most Lies I’ve ever been told by one company!

This has been a 4 month effort to understand and get some help from Sunrun. They continually contradict themselves and said things to me i have a lot of doubt about. I got my system over 4 years ago paid cash (big mistake). Once they have your money they don't care to help you. The only time they have listened to me was when they thought they could make an additional install. I was assured by the original sales person that if we bought an additional 3 or 4 panels than the analysis said we needed. I would get a refund back for power I produced from my regular power company. This was not true and they now admitted today that that is just not possible because the house needs power after dark and we are still getting this from our regular power company. These people need to clean up there act. They claim that they can completely see my power production even on the individual panels installed on top of my house. Yet other neighbors and companies claim this is just not true. Only by actually going to the individual panels can you see the function of each panel. So I’m left with yet another maybe true item. They are insisting on me paying an additional $190.00 to have them do a service call. I just don't trust these people and they need to stop telling lies to the public. Wish I could start over with selection of a solar power company. Maybe I can help others know the truth about Sunrun. A company that has very little customer service!

Sunrun is a horrible choice

I made a horrible choice when I chose Sunrun and I tell that to my neighbors and anyone one else who will listen. Horrible, Horrible, Horrible experience. Installation was bad. My system failed inspection twice. Customer service is bad. Followup is bad. Reality is definitely not meeting the expectations that were set prior to purchase. Now they are telling me that the $10K battery is not supplemental, it is purely for power outages!

not a good deal

In 2021 had a lot of people come by trying to get me to sign with Vivint Solar then they said Sunrun bought Vivint Solar. I told them my true up bill for 2020 was over $2000. They told me in June of 2021 if I would let them add more panels they would eliminate my true up bill for 2021. My true up bill was $3300 for 2021. Now it is August 2022 and the panels are still not on line. They put 32 panels on my roof almost a year ago. I am stuck with these panels. They have made me not a Sunrun FAN!!!!! Now they say September 2nd. We will believe it when it happens. Have Blessed Day!!!

Very poor customer service

We’re in Southeast Florida (Florida is not listed among your states). Giving SunRun one star because it appears I have to, but should be ZERO. Because of incompetence in permitting office, didn’t get panels installed until April 2022 when we signed contract in October 2021. They installed the panels with aluminum pieces around each rod that attaches to the roof, which makes those pieces glint in the sun and look horrible when looking up at the roof. But, serious problem is that no one responds to problems! Solar stopped working almost 48 hours ago. SunRun is supposed to be monitoring the system for production, which certainly doesn’t appear to be the case. We have to throw away food from two refrigerators and freezers. Every time we contact someone in customer service, the “scheduling” person will get back to us. Isn’t happening. Do yourself a big favor and STAY AWAY from SunRun. We went with this company because of Costco. First time we’ve been disappointed with anything we’ve gotten through Costco.

They won't honor their warranty

In 2015, we bought outright a complete solar panel array for our home in Tierrasanta. In 2018, two panels went out and they replaced them without hesitation under warranty. That same warranty is still valid and another panel has gone out. They tried to tell us our warranty was different than what we had (probably what they offer now but certainly not what they offered in 2015). Now, we can't get anybody to return our calls. We have reached out multiple times via email and phone. We even asked to speak to a supervisor, and a woman came on the phone PRETENDING to be a supervisor. We finally got her to admit she was just another customer representative. Terrible, terrible service. I'm not even certain they are operating in good faith or in accordance with the law.

For the love of GOD, stay away.

Even after reading bad reviews I thought this must be only the folks that had rare issues... boy was I wrong. Sales process and planning goes pretty smoothly but after you agree to the payment terms through the lender that's it. My system was designed to have all the panels on the backside of the house, that is what I signed off on. Diego my site survey tech came and I was adamant with him that had to be the design. He said, yep - no worries it can all go on the back side (this leaves no panels visible from front curb). The day of the install Sunny came with his crew and he told me they had a part shortage and had to install 400w panels instead of 360w panels. That was the only change conveyed to me so I gave the go ahead. After they're done I come out and there are 2 panels in the front of the house! Now I submit multiple complaints and outline the issue, I get a response 'Hey, we upgraded your panels, you should be happy' . The panels are NOT the issue, the issue is you changed the design without telling me. Everyone from Sales to go live assigned rep says they will 'look into it'... crickets. The city inspection planned for today 8/15/2022 has to be delayed because they changed the design plan. So right now the system that was installed on 8/5/2022 was NOT approved by the city. More delays and frustrations and of course I get the call from the lender for the solar loan that they're going to start billing. I thought maybe going through Costco my experience would be better. I only had on requirement for the system and everyone assured me that it would be no issue and guess what... they failed. Do not be like me...

No Customer Service

This company will not return phone calls or do what they say they will do. Three people stated they would help me resolve an issue. No response. Customer service won't give out supervisor's names to complain. It took over a year for a friend to get an estimate for solar panels from my referral. I wish I didn't use their panels

Sunrun is very bad

I wish I could give zero stars. System performance is poor. System produced zero kW from 9/21 to 6/22. Was told by "customer service" (wink wink) that they didn't have enough service technicians to service our system. Billing is poor. Although always enrolled in autopay, payments were not processed due to billing system changes (their end) resulting in $15/mo. late payment fees being accessed. Most importantly, very bad service. They can't keep their system working. Steep downhill curve in the service department since Sunrun purchased Vivint (including my contract) and I'm stuck with them for 15 more years. Ugh! oh, almost forgot - their bill doesn't even state the price/kW they are charging.

Horrible

I had my system installed oct 2021, I started being billed for service DEC 2021 but found out i didnt start producing til FEB 2022 because of wires hooked up backward during install. After 2 months of back forth phone calls they agreed to credit me in full for the months i was not producing upon receiving reimbursement check i paid the past due balance as discussed with several different agents That was july 23 2022 my system was "cutoff" due to non payment august 2 2022. Finally got a hold of someone and was told the system would be turned back on in 7 to 10 business days. SO this month they expected me to pay my monthly bill and pay PG&E for their screw up i will be asking for reimbursement for what ill owe PG&E as well. This is the first solar company i have dealt with but is a perfect example of why i held off on solar for so long, I will NEVER recommend SUNRUN to anyone for solar needs in fact i will steer them away far away. I 1000% regret my decision on choosing SUNRUN. Worst experience with a company i have ever had to deal with. STAY AWAY FROM SUNRUN SOLAR. The 1 star is only because it wouldn't allow me to give ZERO stars

Frustrated and Disappointed

I have 2 solar system from SUNRUN the 1st system was installed last 2019 and the second with battery installed last 2021. My DISAPPOINTMENT CAME JUST THIS WEEK WHEN I RECEIVED MY ELECTRIC BILL. ONLY $12 WAS CREDITED FROM MY NET METERING. I WAS INFORMED LAST MARCH THAT THERE WAS A SYSTEM FAILURE ON MY 1ST SYSTEM AND THEIR WORKING ON IT AS WAS INFORMED. I AM CONFIDENT THAT THEY WILL DO IT URGENTLY SO I DONT CHECKED THE SYSTEM ON MY APP. SINCE I DONT CALL THEM MAYBE THEY THINK IT IS JUST OKAY. THEN IT IS NOT FIXED, THEY CALL SET APPOJNTMENT ON JULY 5,2022 NOBODY CAME STILL NOT FIXED IT IS ALREADY 5 MONTHS. I CHECKED THE APP I SAW THE ORDER REQUEST "SCHEDULED" BUT NO DATE. I CALLED THE COSTUMER SERVICE LAST FRIDAY SHE SAID TRY TO HOLD THE PAYMENT FOR THE 1ST SYSTEM ON AUGUST SINCE THE PROBLEM STILL NOT FIXED. ALSO SHE WAS BRAGGING THE THE 2ND SYSTEM IS OVER PROODUCING BUT WHY ONLY 99 KWH SUBMITTED TO KY ELECTRIC COMPANY?? ONE THING WHY THEY DID NOT STOP THE PAYMENT FOR THE 1ST SYSTEM SINCE THE TIME IT FAILED. WORST I AM PAYING FULL FOR THE SOLAR SYSTEM AND ALSO PAYING HIGH BILL ON MY ELECTRICITY. THIS COMPANY IS NOT TO BE TRUSTED, I AGREE WITH ONE WHO REVIEW HERE ONCE THEY GET THEIR BIG FAT MONEY YOU ARE NOT THEIR PRIORITY. IT IS GOOD I DID NOT RECOMMEND THEM TO MY FRIENDS.

vivint solar was fine. Not so much for sun run.

Not a happy customer. I changed emails over 2 years ago but you didn’t change it. No phone calls my telephone. Number never changed. You let this go for 6 months. Not acceptable. If I could at this point give you all my Edison bills including the 400 bill I just received. Where did solar help me?

solar panels

bad service bad timing never respond a took almost two years to get my panel up and running; horrible customer service i will never recommend this company ever

Sunrun: more like sun RUN from this company.

Let me start with the positives. My local rep was fantastic. Responsive, explained things in great detail, always communicated changes that were occurring and what step of the process we were on. One time, I got a customer service representative that said they were in California, I don't remember her name... she was great. Every. Other. Thing. has been awful. I cannot express this enough. I am at the point where we will be seeking legal action against Sunrun. We signed a contract for the company to install 29 panels on our roof. I cannot see the majority of my roofline (2 story house on a hill). Guess what? They installed 36 panels. I am producing more power than I expected. I am paying more money that I expected. I am called Sunrun COUNTLESS times about this. Asking them to either lower our cost/KWH or remove the extra panels. Lots of run around and lots of no answers. Their customer service representatives are trained to reiterate what you say, over and over again. It is infuriating. One male representative asked me if I knew what a screen was. They broke my contract and are now dodging their error. They owe me a solution and an apology a this point. RUN from this company.

Absolute Nightware

We went with sunrun through Costco. It made sense with the executive membership. Planning phase went well. Installation Dec 2021, was good until a worker fell through my patio cover and back door. It is now Aug 2022 and still no fix. We have gotten the run around, and opened/reopened multiple cases to get this resolved, jumped through their hoops, and still nothing. Rafael Hernandez Claim Manager, Damage Resolutions Department P 866-670-1597 C 978-767-2516 is just another salesman at this point stringing us along and lying about the status of our claims. The last contact was in May 2022, and then he ghosted us. Promised a check to pay for the damages, but updated the claim saying something completely different and closed out the case. In the past 2 weeks i have received 2 different responses from customer service on my case status. All we are asking is to fix what was broke during installation and apparently that is too much for this company. When people ask about recommendations i tell them to STAY FAR AWAY from sunrun.

Unresponsive

Solar panels has been installed since June 19, 2022 and it’s already August it has not Been turned on. The financing company said they will be charging my monthly bill, which is unfair as solar has. Not been activated yet. Been calling customer support no response it’s like they don’t exist. The reason why we got solar is to save money but now we will pay sunrun solar and the electric company did not save any money ended up paying double. If there is a zero star I would give it to them worst customer service and worst company ever!!! Buyers beware

Removal and reinstall

Removal and reinstall or a joke. I got my solar panels removed so I can get my roof done three months ago. However, the solar panels are still sitting in my backyard. I have called SunRun multiple times to try to have these put back up and they keep telling me that they’re escalating my case and they assure me that it’s going to be dealt with in a timely fashion! LMAO

Screwed

I have a problem with Sunrun Inc. Their people completed the job of putting up more panels on our roof. I found, thanks to a neighbor behind me, that they neglected to replace one of the tiles. Not a hard fix. All I get is the run around. I am 76 and they want me to climb on my tile roof and take at least 3 pictures (I do not own a cell phone) and e mail them before they will do anything. They don't care if rain comes in my home or if my ceiling is destroyed they just care about their stupid rule of "3 pictures" or we do nothing. Called our sales person, Ryan, and got no help from him either. If you use this company don't say you have not been warned.

Inverter on Intergalactic Back Order

For being one of the biggest solar companies their support is not that great. We received an email at the beginning of July that a tech was going to come out and service the system. Apparently the inverter went bad and caused a system failure in April. We never got notified until we received our electric bill in June