Sunrun Inc.

Worst company and customer service

I bought a house in 2016 that had the panels already on the roof so I took them over. I have had nothing but issues with them. I thought when Sunrun took over from Vivint it would be better but I was wrong. Worst customer service ever! I just looked at my bill and I am now being charged $1700 because my panels apparently havent been producing energy since last August. My case manager said it was because some customers got dropped when they transferred to Sunrun and to disregard the bill. No one ever called me to tell me, no one has come to fix the issue. Meanwhile I have been paying my bill each month. No one can tell me how my bill went up $1700 in a month! I have been emailing and calling my case manager every day who said he was going to get billing on the phone....no response. Now I just got a collections email! No one calls me back, no one answers the phone. I am so fed up with this company! 6 years and they suck!!!

WORST Company EVER

I bought a home in June 2022 that has solar panels on it from SunRun. It has been nothing but a complete NIGHTMARE dealing with this company. The system doesn't work, they keep telling me it's producing yet I can't see anything on the app or on the website, they won't telling me what the production actually is?? So how am I supposed to know it's really working if you guys won't tell me what it's producing and I can't see anything? They keep telling me they're going to send someone back out to fix it (again), yet every week I get an email "someone will be in contact within 3-5 business days" and that comes & goes. And then I'll get an email "So how did we do??" You didn't do ANYTHING! Then I setup autopay, to pay for the system that doesn't work, and they tell me the autopay failed and mark my account late. There's no issue with my bank account or the info I entered, the error is on YOUR end. This company is complete garbage. Stay FAR FAR away, you'll regret it I promise you. I would give zero stars if it were an option. You guys should be ashamed of yourselves.

it has taken forever to get it powered up

it has been almost 1 year since I started to get my solar and I still don't have it powered up the system was installed 4-19-22 still no solar I really haven't heard from anyone till I email then even that is hit and miss on the reply now I find out that they haven't sent the right paperwork to the electric company now I might wait for another 20 business days before they power up and the summer will be over and what I wanted solar for won't help me

Very disappointed

They will give you the wrong kWh usage for the year then you’ll find yourself paying Solar and electricity bill, plus if you finance it once they get their big fat check you are not their priority. I was fortunate enough to find this before I got stock with a bad company “ I don’t care if you already install over 1 Million homes, even if you do only 100 but back them up with reliable customer service and actually care about the ones that are actually paying for the system I see and trust most reviews but there’s also a lot on people complaining on your Instagram page and other platforms that made me cancel with you guys!

Unresponsive & Unfinished

My experience with sunrun has been abysmal. I started the process in November 2021 and 8 months later it’s still not finished. It’s been 90 days after installation and no one will return my calls and the only step left is to complete the utility company application. I’ve never dealt with so many incompetent people in my life. Based on the reviews I’ve read, I’m not alone. DO NOT PURCHASE SOLAR FROM THEM. For all of those suffering similar situations as myself, please contact the BBB. They have a history of this unresponsiveness and they’ve been sued before.

Worst customer service

It’s been 8 months since the panels are up in my roof. They installed them wrong so it failed final inspection. Their team didn’t note the issue so they went 2 months rescheduling final inspection. Until the 6 inspection someone finally did their job and notes the issue. It turn out they need to start all over. I called their parents infinity of time. I called sunrun and the representative was so rude all he said was that their not responsible that I have a contract with their partners. So I have to do their job and chase their partners. You guys are horrible I sent the writing email so you guys have 90 day to get it solve or else I’ll cancel the contract.

Non working Solar Panels day 57

I have been a Sunrun customer since 2017. We have only had 2 issues since signing our contract with Sunrun. The first was the original signed contract was voided and updated increasing our monthly lease charges an additional 60 dollars a month after having only lived in our home less than 6 months. Although, I pushed backed I was led to believe that the business process team had collected historical data on the previous homeowners and then used the few months of data from when we moved in. I made the poor decision of taking them at their word only to learn months later that the process they used was flawed. Anyway, forward 5 years later. In the middle of the most important months of collecting solar power our solar powers have been completely down since May 31st. As of today it is a total of 57 days without any potential resolution. I have called and spoken with Sunrun's customer support team almost everyday since July 8th to no avail. Everyday I call I am promised by each representative that they will get this issue fixed, which obviously has not happened. I have spoken with a supervisor who committed to helping get service out to my home to fix the issue and he committed to providE me a credit on my monthly lease charges. The only problem is I have been sending him daily emails and calling him without getting a response back. I would seriously caution anyone who is looking to sign a long term contract with Sunrun to think long and hard about that decision. As a former Regional Account Operations Manager for a fortune 500 company I can tell you that when a company ignores the concerns and issues of their customers the likelihood of it happening to anyone else out there considering Sunrun as their vendor of choice is highly likely to end up in a similar or like situation if they ever need service support. Strong service is the backbone of any service provider. "Let the Buyer Beware"

Aweful

The salesman lied thru his teeth. They are charging me $6120 to remove the panel and put them back on due to reroofing. My 29 year old son directed them to put them in the garage. They told him no they were putting them outside. Now I have to relocate them so the roofers don't accidently damage them because they are leaning against the back of my house. You people are very disrespectful. Dis honest and stealing from the public.

Consistently inconsistent.

went into contract with Sunrun for a residential solar kit with Tesla battery back-up for our home in September 2021. It is still not turned on. To state a bit about my background: I am the former Global Head of Retail Design for Apple Inc, overseeing design and on the leadership team for retail build-outs globally. I also ran all of R+D, Manufacturing set-up, and procurement for materials and technologies globally. I also built out the retail sustainability plan with Lisa Jackson, former head of the EPA. I have over 35 years in commercial design/build and have done this work internationally at the highest level of development. I am telling you this so you understand where I am coming from. Our experience with SunRun has been frustrating, to be kind. We are 11 months into what should have been a simple design-build, still do not have power, and are now going to start paying the loan on a system that is still not up and running. From the beginning of this process I continually asked for an opportunity to review design and construction-level documents for the system that was to go on my house. I spoke with multiple people within your organization and never received any cooperation. I finally cold-called sunrun's engineering group and still did not get full documents to review. I finally got design level documents that I could review and ask questions about when installation teams were about to show up and start work - almost 8 months after signing the contract with Sunrun. The person who came out to do the initial site survey of my home had no experience in construction and was relatively new to the job. He was not competent to do the job and I had to walk him around and help him understand what he was looking at. When install teams finally showed up on site we were told that some of the basic connections we wanted from a backup system were not going to happen because of our sub panel locations. As a result, my home office will not get power from the back-up battery. Had I known this 8 months earlier I could have done something about it. Instead, I let it go as we had been waiting for months for anyone to even contact us and I did not want to upset forward progress. When the electricians came to install the work was OK, not great. The panel installers mounted panels on our roof incorrectly. I ended up making multiple calls to their supervisors and had to mark up photos to show mistakes. They have since returned and resolved the issues. Immediately after the installers left the site in the first round of installation, I found a water bottle full of urine tossed off the side of our driveway. We live in the Santa Cruz mountains on a private road. I know that installers left this as was where the truck was parked and like i said no one else has been on site. What is equally frustrating is that I let the job boss know they had access to a restroom in the house. I also can see that the panels put on my roof are not of the highest quality. The frames are scuffed up and this is visible from the ground. Very unsatisfying. Upon their departure, the job boss let us know that the scheduler was notified their work was complete, and would contact PG&E to get us into their queue for PTO, which we were told takes two weeks. After a month went by with no word from anyone (SunRun or PG&E), I contacted our scheduler. It turns out no one notified PG&E that we were ready for the PTO, and additionally, we had to sign off retroactively on change-orders before they could contact PG&E for the PTO. Frustrating! When the change order finally arrived (10 days to turn around) it was not accurate and listed equipment we did not receive, more back and forth to get correct and now is signed off. We signed the contract for the solar system with battery back up with the understanding that our loan payments would be offset by savings on our electricity bill. We cannot begin paying for our system without it working and offsetting our energy use from the grid. Additionally, as our home is in a high fire danger area, the purpose of the system is to maintain power to our home when the grid is turned off for fire danger and when the grid shut off is triggered by an object on the lines. We have experienced multiple power outages this summer while waiting for our PTO, with solar panels on the roof doing nothing. The entire process, despite delays - some of which were likely related to county permitting - has been extremely frustrating and inadequate. At this point I cannot recommend SunRun to any of my friends or neighbors. It is Sunrun's responsibility to make this right: get our system turned on immediately and delay our loan payments without fault until the system is on and functioning as promised and expected. I have completely lost faith. Incredibly frustrating.

Inverter issue

Almost one month since I got approved to activate my panels. Nothing has worked, the inverter has an error and now my back up battery is dead. I emailed my rep and all they told me is "monitor it and remind them next week". Calling customer service didn't help either, 95% at the time it just rings and it tells you to leave a voicemail. The 2 times I have been able to get ahold someone, they just told me someone would call me in three business days. Well no one ever did, I called back and they told me to wait another 2 days. This is terrible I paid the panels in full, only to get non existent service. If could I would go with someone else.

SUNRUN is terrible company please do not get SUNRUN

When it comes to sales they at your step right away.. but when there’s issue with the service.. they give you runaround… my solars production has gone down… it’s been very sunny almost 15 hours of sunlight.. my solar is producing 9 kw.. when I called .. they said we don’t guarantee how much production provided…. They keep referring to me to read the fine print I signed .. which is BS… there’s is clearly a problem with my system … they want to send a tech and they want to charge me 170 for the tech to come out to look at their own system and fix.. this is completely BS… my system is barely 1 year old.. customer service is absolutely no help. They keep repeating same thing over and over.. they keep saying long it’s producing it’s working.. but they don’t care how much it’s producing.. 9kw in 15 hour sunny day is not acceptable.. I paid 30 thousand for this …. What a complete rip-off and disaster..

Terrible service

It’s been over 7 months since my solar system has been installed and it still hasn’t been turned on yet. I keep getting excuses that it’s the city inspector and energy company’s delays, but the Sunrun project management does a terrible job of keeping me updated, so I’m sure they’re not doing enough to be pushing it forward either. I’m also rarely told before someone will be coming to my house to do work, I just get people calling and knocking loudly at my door at 7:30 in the morning or earlier. Overall terrible service and I’ve already had to start paying off the solar loan with nothing to show for it.

Horrible Customer Service

We've owned our house now for 8 months and I've had to go back and redeliver documents to Sunrun 3 times. Customer service continues to say we need to provide them the documents again. When I ask for a customer service solution on their end, they're robotic in their response. It's so frustrating dealing with this company it's not worth it. Save your peace of mind and go elsewhere.

Billing/customer service

STAY AWAY! THIS IS THE WORSE SOLAR COMPANY OUT THERE. I started with vivid. Since they bought them out my bill constantly goes up higher and higher along with my electricity bill. I updated my auto pay 2 months ago but they decided to take the money from my old bank which cost me bounce fees. They refuse to take any responsibility for their negligence. When I bought my home I had to take vivid who charged me 4 months because the home owner wasn't paying her bills. So it was either pay it or have it turned off. It took me over a year to get my money back and again they took no responsibility or gave me a discount.

Sunrun is a nightmare to deal with

If you value your sanity, do not use Sunrun. I have had a terrible experience dealing with Sunrun. The sales process is quick and easy, but as soon as they have your money, you are in for the worst experience you will ever encounter. Sunrun billed my loan company for the cost of the solar equipment and labor all up front. I started receiving bills before the equipment even at my house. Delay after delay and every excuse you can imagine. Even after the install was completed, it has been months and I still don't have producing solar. I have emailed, called and texted everyone involved in the transaction and absolutely no response. Do not use Sunrun!!!! I have been paying for the solar and my electricity bill for 6 months and still no end in site.

Less than 50% of the system rated output since installed

I am getting the run around from Sunrun My system is 13.8 KW and I have finally been given access to My Solar Edge app but they haven't setup the system so I can see the output of the panels only the total from each inverter. One inverter has produced a max of about 7 KW and the other inverter is about 3 KW. I am seeing on the Mysunrun app has a peak output is 7 KW (my Tesla app says the same). I am being told everything is working fine when they look at the inverters but the other KW is missing in the output going to power my house and back to the utility. My one inverter is producing but the power is not registering or leaving the inverter, the panels are producing but the power is going nowhere. It seems once they have your money your concerns are ignored and you are ghosted hoping you will just go away. Even the $500 signing bonus with signing up at Home Depot has never been received. You pay $75000 for a system and the output should be as was promised

ZERO Customer Service

The final electrical installer wrapped the cable from the back of the home to the front with no regard to the appearance. The cable is 1.5 feet off the ground and extremely unpleasant to the structure of the home. I called, left a message, and sent emails and it’s been 2 months with no reply. TWO MONTHS… Unbelievable!

My system has not worked since April 4 2022 with a bad inverter, I have called numerous times. All I get is the same BS and a phone number for “Juan” who is in charge of installation. I have NEVER received a call back from ANYONE. Then a person from Sunrun stops by my house checking on how I like my solar system. He had sunrun ID. I certainly give him an earful. He said he would get right on it. He made several phone calls and would contact me later that day. Never heard from him or anyone else. I have been around for a few years (79) and I have never experienced such lousy, shitty service in my life. This company should be “banned” from the earth.

Terrible customer service, don't care about their clients.

Horrendous customer service. Call 7-11-22 because our electric bill was over 650.00 through our local electric company (Normally is between 150-200). Sunrun told us our system was not working (Duh), said the problem started May 1st( almost 2 1/2 months ago. They are supposed to be monitoring the system remotely. Sunrun said they would have someone out in 4-5 days to check the system. On 4th day I call to see when someone is coming out. Sunrun said no one made an appt. The soonest someone could come out is 2 weeks away(7-27-22). This will cost us almost 400-600 dollars by then.

Most unethical company of all time. 0 stars!!!!!!!!!!

Sunrun came to my home to add additional solar panels to my existing system. I was told this would offset my True-up bill from Edison. Not only did the installation take MONTHS But I was NEVER notified by Sunrun nor SCE that adding panels is the same as starting a whole new system. Which moved me from an NEM1 to an NEM2 ( time of use rates). Not only did my electric bills INCREASE due to change in NEM status SUNRUN claims ZERO respoinsibility!!!!!!!!! When the sales pitch is to ADD panels not completely start a new account with SCE which will completely change your billing cycles and change your NEM status the consumer should be notified!!!!!!! SUNRUN associates are absolutely useless. I was told I would have a resolution in 7-10 business days. 4 weeks later I had to chase down the representative who had ABSOLUTELY NO RESOLUTION. SUNRUN blames SCE. SCE blames SUNRUN and im stuck with increased energy bills because how could I have possibly known ADDING to a system would completely open a SEPERATE SCE account when I already had an established SCE account with the panels already on my roof!!!!!!!!!!!! This company is a complete joke and they are professional scam artists. Please save yourself the frustration and use a reputable company!!!!!!! Should have known better when they have to send people on foot to your home to scam you for your business. I sincerely hope a class action lawsuit is brought up. These companies should not be allowed to misguide consumers for their own greed. They need to be HELD ACCOUNTABLE for their grotesque business practices. The CEO of this company should be ashamed to show there face or share their title

Worse Customer Service EVER

I understand jumping thru hoops to get something accomplished, in this case changing the ownership of the panels into my name after purchasing the house. What I don't understand is how a major company could be so utterly incapable of getting this process done. I have moved beyond anger and frustration, now it is just a big joke. 1. Emailed them my deed 4x. They couldn't open the attachment then they couldn't "see" it in the body of the email. Then they thought it was changing from my name to the old owner. Everything is done by email. They route all calls to India where you will get zero help. India is really just a place for your call to go so someone can "understand that you are very frustrated". That's it. 2. Kept getting an email to me addressed to the old owner to sign a document that was going to the old owners email. Old owner is not doing anything. So I have to pretend to be the old owner and get them to send the document to my email. this took about 10 phone calls to figure out not joke. 3. The document to sign had the old owner's name for both the previous and future owner. I told them this and they still kept sending me the document this way anyway. 4. They finally changed the name so it was my name but again in both the previous and future owner spot. Unbelievable. 5. That is where we stand now. I own the panels outright but when Sunrun calls I have to pretend I am the old owner because they are completely incompetent. Not once, not twice, not three times but over and over and over. I would spend more money to not have them as my solar company. 6. Also, apparently they can't keep around techs to work in the local office due to bad management (heard this from the techs themselves) so the techs in the next county over have to come out which is miles away. Those guys are cool though and helpful.

STAY AWAY HORRIBLE EXPERIENCE

MY SOLAR WAS INSTALED....SUNRUN TOOK MY TAX CREDIT......I HAVE NEVER RECEIVED A REDUCTION IN MY BILL......IT'S BEEN 9 MONTHS

They are great at Sales, but terrible at Service

For them to make a sale, their salesman will meet you asap. However, after they installed my panels, the installers made numerous holes in my roof that caused it to leak in my bedrooms, and dining room. It has been over three months and so far no one has called to resolve this. They keep on passing the buck to different departments. The only department that called me is the billing department because I refuse to pay until this is resolved. So while everything is working, it is great, but when things go wrong, they are the worst!

NADA NADA NADA

Hello. My LEASED Sunrun system has not produced since June3. My APS bill has exploded. It seems that all of your ‘processes’ are designed to avoid resolution (may I interpret that as incurring an expense?) 1. NO notice of any kind of System Failure recorded on June 3. (Recorded on the account energy system tab) 2. Obviously NO active surveillance of system not meeting performance specifications 3. Humongous APS bill alerts customer to SYSTEM FAILURE issue 4. Chats with Customer Care (ahh, not exactly a ‘caring’ relationship) result in tasking customer to do things 5. ‘Power Cycle’ does not resolve. 6. Next chat says, oh too bad, will push it up to case manager, ‘that is the process we follow’ 7. Well, where was case manager on June 3? 8. Well, where as case manager on July 11th? After case forwarded again to ‘case manager’ 9. Referred again today? Should I hold my breath? Will you resolve this problem? Even if you have to send a technician all the way to Florence AZ

Glad did not go with SunRun

Got a sales pitch via Costco. The pricing was 20% more expensive than local installers with sub-par products used. The sales rep disappeared and stopped responding. I had to call their sales office and get a new sales rep assigned. That guy was another story, was rude, didn't have solid answers. I asked him why does the company have such bad reviews, he said "I dont know what site you are looking at but the reality is that we install 700,000 homes and we are likely to run into issues." and further adding "I cant speak where they get their information. Do you still want to move forward or should we cancel everything?" as if it were my loss to give up on a 20% more cost solar installation with sub-par equipment.