Sunrun Inc.

Worst company ever!!

Starting with the sales guy Michael Lopez claiming the promotion of Home Depot paying our first year for us was completely false. Once our bill came and we called about the promotion, they claimed he never put it on our contract and he no longer answers our phone calls or emails because it was clearly all a lie to make us sign the contract. I also referred my daughter and she signed the contract the same day I did and was told everything was going good until our solar panels were installed and she called to see what was going on with hers and was told Michael Lopez cancelled the process without reaching out to her. About three weeks ago our electricity went out and came back up except for the whole second floor, dining area, and were our ac was connected, once I called customer service they scheduled for someone to come out a whole week later not caring I have little ones in the house with no ac and no electricity in there rooms in a city that has been at 100 degrees. The day came that someone was suppose to come out and no one showed up or even contacted me to say no one was going to come. Once I called customer service again they couldn't give me an explanation why no one came and just said that she will email Jaime Franco which is in charge of this area to contact me. Which never happened all he did was email me to let me know he has rescheduled someone to come out a whole week later. Knowing we have been with no electricity in most of the house for almost three weeks and still not making it an emergency for someone to come out is very unacceptable and very unprofessional. I would never recommend this company to anyone ever again for how they treat there customers and have there sales workers lying and then disappearing.

MY Service is dead for the 4 Months!!!!

My system is not working since March, I called customer service many many times. Sent email s to different groups, they don't do anything, except assign the case to someone. Really frustrated, please do not sign any contract with them. If I could I will give them negative 10 *.

System broken and lack of customer services

Hi Mary I'm currently waiting for my system to be repaired again! And once again your company has failed to perform. I have been in the customer services for over 40 years. Sunrun has by far the worst customer service I have ever dealt with. I'm waiting patiently for a return call/email from Case Manager Riley Beck on the status of my system repair. She has not followed up with updates as promised. Please review my customer history and you will see a pattern of my system not producing to it's full capacity. I assume I will be reimbursed monies due to the under performance of my system? My current case; #07994262, is too "ONCE AGAIN" replace one of my inverters. This is the second one to be replaced. And Sunrun recently had to replace all 30 of my solar panels because of the failure to preform. There has been 3 technicians this time looking at my system and each time someone tells me a different story off what's going on. This situation happens every time my systems fails. The technicians show up with no information on the past visit(s) and each time I speak to a Sunrun customer representative they always state "Sunrun understands your frustration"? If Sunrun really understood my frustration my system would be currently working 100%. As the CEO of Sunrun I would appreciate your attention to this matter. No one else seems to be doing their job! Thank you, Doug Elliott El Cajon Fire Department Captain (Retired

No communication and no service

My inverter went out in January/February 2022. They finally came with a new inverter on May 31st. The new inverter had a bad card in it. They told me they would be back in 7 to 10 days. It is now July 5th and no call, no answers to my calls, no status - no nothing!!! My last electric bill was almost $500. I am completely frustrated and upset. Even the CEO doesn't answer her email.

Too bad I did not cancel

I started this process in Sept of 2021, that’s when we signed the contract. Months went by with no follow up, not until I called to see if I could cancel. They talked me into giving them another chance, I spoke to one of the managers. Everything started rolling….. I had a roof installed through Sunrun too, the roof was finally installed in March 2022…. Yes, 6 months later….. then in April 2022 the panels and battery were finally installed. You would think that all would be well…. Nope. Since they (Sunrun) changed the panels without notifying anyone, AND didn’t change it on the plans to resubmit, now my county has to re inspect. Yep, still waiting….. so my panels generate during the day from about 8:30am-5ish pm…. But between 5ish pm and 8:30 am I also pay an electric bill. Sure they said they would credit me for the cost of my panels for last month. But the whole reason for getting solar is because of the cost of electricity. My monthly bill during the summer is roughly $500 per month (I live in the desert and have a pool). My monthly for solar would be half that….. so here we are 10 months later and I can’t even use the system to its full capacity. I wish I would have went with another provider. Sad thing is the only reason we went with them to begin with is because they were backed by Costco, (where we first talked to them).

PPA PREPAID LEASE BE WARY

System stopped working and they tried to cover it up . Going into the third month and it is generating zero power . Meanwhile my electric bill has gone from under $200 to over $600 a month .

Horrible service

Make me sign a contract and told me it wasn’t binding!! Why force me to sign!! Then I see tesla is way better!!! I’m stuck

My Sunrun system stopped working 3 months ago - NADA

Receive an e-mail from Sunrun telling me that they need to make an appt for maintenance. I speak with the Tech that is working on the system and he tells me that he will be working on it for a while as he is trying to figure out what's wrong. He leaves a note saying that the appt is incomplete and that another appt will be necessary. I go online and check my Sunrun account and find out that there has been nothing generated from the panels since April. STOPPED WORKING TWO MONTHS AGO AND NO ONE REACHED OUT TO,ME. I call their customer support and a rep assures me that they will compensate me next February for power not generated. I am furious and ask for the contact info of someone that can help and he tells me that he will submit a ticket and someone will respond in 5 BUSINESS DAYS . And there is more ......

Horrible!!!! Do not do business with Sunrun

The customer service is horrible. They claim that they monitor my system. It was down for four weeks before someone at Sunrun noticed. Then it took another month and a half for the technician to come out. They do not respond to emails. I asked for compensation for the time my system was down and no response, even after multiple emails. Sunrun sucks! DO NOT do business with them!!!!!!!

Worst ever don't believe sales people

Worst use of my money. seems the panels only work if the grid power is on. without grid power no solar power. Well i got them in case of power outage. was told yes they will give you power in the day and if you install a backup battery it will carry you the rest of the day. Well if panel only work when grid is on the during a power outage you get nothing except the little bit in the battery. nothing after or at night and since panels only work with grid power what is the point. Get tesla Sunrun is useless

If I could give zero stars I would...

This is the worse company I have ever dealt with.... My elderly father signed the contract with Sun Run after someone knocked on his door and told him that he could get "free" solar installed on his house, and this was back in September of 2021, so almost a year ago... the solar installation is still not completed. I have been speaking with one of the representatives who contacts me every now and then when I reach out to them for updates and the last update I received was that they were still waiting to get an inspection done in order for the solar to be completed. As with anyone would be my father is very frustrated and so am I. I was told in the last text message from representative that we can not remove the panels and that my elderly father is still obligated for the financial obligations to SunRun for solar contract. I was told a superisor would call me and of course, I have not heard from that supervisor. So, basically, these people lie to you to to get you to sign a contract and then negate on the contract holding you hostage with the finanncial obligations. Its a disgusting business practice and are predators that focus on the elderly.

Horrible Customer Service

I’m not one to write reviews, but this company is very unprofessional. My family and I are looking into getting solar panels installed for our house, and as most people are, they look around for a quote from other companies as well. After getting our quote first quote from Sunrun we decided to go with Sunrun. Fast forward a few days, we decided to cancel Sunrun and decided to go with a different company. We tried to be very polite and courteous about things, so we called the representative that came to our house to cancel Sunrun. The representative’s attitude was horrible as he didn’t seem as nice or as willing to help when we were talking to him prior. After being told we wanted to cancel with Sunrun, the representative hung up instantly without saying a single word being very disrespectful in my opinion to their customers. This was my experience with the representative, but that’s not all. What infuriates me the most is the fact that we schedule a site survey at a certain time. Not only did they no show up at that time, they showed up earlier. Sounds great right? Wrong!! We texted the guy who was supposed to do a site survey of our house that we are not available at that time. The guy came anyways without notice, jumped our gate and decided it was okay to invade our home?!?!?! Like what the f***?!?! Who gave you permission to do so. That is very unprofessional. What happens if our pets were to attack you?!?!?? There are many different scenarios that could’ve happened, but long story short that is an invasion of privacy that is completely NOT ACCEPTABLE!!!! Long story short, to those who are reading this, don’t get Sunrun. This company not only charges high, but their equipment is old and they take forever to do anything. My family did not end up going with Sunrun and I’m glad we didn’t.

Bait and Switch ... Read the Fine Print

Signed a contract for a system that produces 9kw power. After installation the AC output has NEVER exceeded 6.2 kW. Did some research and discovered the maximum output for the inverter is 6Kw. After multiple calls to SunRun I was told the signed contract is for 9kwdc, and they don't guarantee output. The panels are rated at 98% efficiency, which means if the correct had been installed, it would have produced at least 8kw AC output. I offered to pay for a higher rated inverter (despite it not being my mistake), and was told NO. Because that would entail getting new permits from the city, and the system hasn't been installed for over a year. So now I have a system that is inadequate and pulls from the grid whenever my air conditioner is running. I wasted $60K

Worst Solar Company Ever!

Don't bother with this company unless your job is cookie cutter and then it still isn't worth it. Sunrun approached me 2 years ago in 2020 and said I qualified for 2 free Tesla Powerwalls installed on my house. Applied and had a SGIP grant approved in July of 2021. Spent a year trying to find a location, had other companies give them a solution that works, and Sunrun cancelled my contract on me and said they couldn't find a spot to put them. I literally had a proven way to install them and they wouldn't do it because it was a little different from their cookie cutter installs. The company is also terrible with responses. You can go weeks without information and have to keep calling to get them to do their job. My solar advisor Jacob Lopez was the worst. It would take a month to get in contact with him and at one point I find out he is in Panama with limited service. Would have been nice to know that in an email or given me someone while he was out of the office. No bounce back emails or responses to text to let me know about the situation. All customer service will say is it has to go through your solar advisor who was worthless at helping me. I also had another project manger on my team that I never could get in touch with. After repeated calls to Sunrun and bounced back emails, I found out they assigned me to someone that doesn't even work for the company anymore. So unprofessional for a company to treat its customers like this. I will never recommend this company to anyone and they don't deserve anyone's business with the way they treat their customers.

This is why you should absolutely avoid VinScam!

So when I got my first set of panels I was totally impressed. How quick and honest they were. So when I got my second set of panels. I was like why so long? They said unfortunately we didn’t do these. So many lies to me. When I thought that it was as S.R. I was told since my tenants don’t have C.A. That theirs would be free! Lie number 1. And I was relieved that S.R. Was taking over for VinScam! However because I thought they wouldn’t stand for this. But unfortunately because I sold my Soul to the DEVIL. I’m screwed. And because in Ma. It was hotter than Arizona. My May bill was just 248% higher than SunRun! $78.59 versus $194.17. So now if you get the chance totally avoid this one. It doesn’t matter that SunRun has taken over. But because I got gouged. I got charged by my bank.$30 because of VinScam!

Lied to about Extra fee

Was told my bill would be xxx. No fees period..and if i signed up for auto pay would save 7.50... NOT charged 7.50 for not signing up for auto pay. So i was out right lied to about no fees and charged for not signing up for auto pay..Really pathetic to lie and find a way to add fees.. contacted customer service and just oh its for not signing up...just ignored the fact i was lied to. Im seriously thinking about a different solar company..

Beware before going with Sunrun

March 10th 2022 I received a call from a tech saying he was at my home from Sunrun and was scheduled to check are system becues it wasn’t working.. I said I hadn’t been informed our system had any issues or that anyone was coming out. I let him do what he was there for and he called me back and said our inverter was out and would have to order a new one and this would take up to three weeks. He also stated that our system wasn’t working until fixed. 04/15/22- I called to see what is happening with our system and was given a case #07080562 and was told the case manager would call me in 3 to 5 days to inform me of what will be taking place to fix our system. I haven’t heard back from any one from Sunrun or a case manger. I called Sunrun number 385-484-5013 on 05/04/22 and spoke to someone that scheduled a tech to come out to install a new inverter on 05/05/22 between 8am and 11pm. I asked who I could talk to about what all I going on with our system. Was told I would have the case manger contact me. I haven’t heard back from any one from Sunrun or a case manger. 9am I received a call from a Sunrun # and a man by the name of Jordon said that the tech wouldn’t be coming that they didn’t have the inverter they need for my system in the wear house. He said the case manger is aware of this and I could call him or email him. Jordon was of no help, never contacted me. when i asked for his bosses contact information refused. Why isn't anyone from Sunrun contacting me?? I’m still paying Sunrun for a system that isn't working for three months. my true up was $600 for the whole year in 2021 as of now its over $1,200 due to my system not working I'm sure!! this isn't what I'm paying for!! I'm truly unhappy with Sunrun and have been since I got it!! a month later the new inverter was installed and still no one has contacted me about reimbursement for the months i paid for my solar that was working also was told on one could come out to my home to talk about the issues and that no one could contact us ater 5pm or the weekend to discuss what happened

Customer Service Is AWFUL

We had our system installed last summer and have not really had any issues. We are having some work done on our house this summer and need to have the wall unit removed and reinstalled. I've been told there are no support teams in my area, why would have systems in an area you do not support?! They told me that I have to find my own contractor, fill out a form to get them approved, and then have the reinstall inspected by SunRun. They gave me NO details for what would get a contractor approved, so I could spend the time finding someone who could do the work when I need it, submit the form, and have them get denied. I have to pay said contractor, and then pay $95 to have that work inspected ... what?! If everyone has to get their contractor approved why is a list of approved contractors in my area not maintained?!?! The supervisor that I spoke to was NOT helpful and kept saying the same things over and over again. She wouldn't transfer me to anyone above her, even though I requested that multiple times. I have a full time job, and I'm supposed to be able to call around to contractors DURING BUSINESS HOURS to set this up. WHAT THE HECK DO I PAY YOU FOR?!?! I could understand more of this falling on me if I OWNED my system, but I lease it and part of the reason I made that decision was for situations just like this. I was told during my install that if we ever needed anything all we had to do was call. I am very disappointed in the customer service provided and the fact that I have no help in getting this done.

Non responsive

Do NOT go with sunrun. Terrible experience. Signed contract back in December. Took them 6 months to come out and install (during which they spared no details or updates on the process). After installation completed, it's still not switched on. Pg&e is unaware of the project and nobody in sunrun can give me updates. My project coordinator ghosted me and now I have non functional panels on my roof.

in costco quoted 30K, run loan check 30K after design needed two additional panels suddenly i need a bigger loan their person Jason Best just wanted a really BIG TIP also asked for info on panels "best in market" really you know anything else about them

Worst crooks!

I have had nothing but problems from Sunrun. The point was to reduce my electric bill but since the start we have been paying $1000-2000 at the end of the year to our electric company on top of the $190 a month. Today we are at $300+ a month to electric company, with no change to our electric use habits from the start. Now I have been dealing with a leaky roof ever since it was installed the past 3 years because the tar and gravel is not sealed to the brackets correctly. They did send someone to patch some issues but it never fully got resolved. Their roofers stated we needed a new roof. Well if that were the case then Sunrun should remove the panels for free and reinstall them so we can add a new roof rather than charging me $3,500. It clearly states that our roof must be less than 10 years old to install the panels. We moved in 10 years ago so did not know how old it was clearly, their inspectors were wrong when determining the age of our roof. I have since then had local roofing companies do an inspection and they all say the same thing 15 to 18 years old minimum. I have simply asked that they pay to remove it so we can install a new roof but has declined to help. So I am now hiring an Attorney to fight tooth and nail not only to have the whole system removed but to pay for the damages to the walls from the leaky roof, to the black mold behind the drywall that has caused severe illness in my 5-year-old at the time of the leaks, to all the overage I have been paying to the electric company since I started this whole fiasco. PLEASE DO NOT USE THIS COMPANY TO SAVE YOUR LIFE THEY ARE CROOKS.

Stay far away

This is the worst company I have ever had to deal with. everything was great till after we agreed on proceeding with Sunrun even though they were the highest quote. When we began asking questions everything started going downhill. We could not get a straight answer and then SUN RUN began to play games with us. The system is not working properly to this day, The inverter does not read proper numbers and the service sucks they love to tell you just wait. I have had over 4 technicians come out, the first said that the wire they used was wrong and replaced a bunch of wires. The second on told me nothing is wrong..... then began to yell at me and tell me I am stupid. I am not dumb solar doesn't work at night and according to how it's set up, It shows I am producing more power at night than during the day. The third tech came out and said oh everything is working look at the app, At this time I had already spoken with multiple professionals and told the person what the problem was, he did not want to listen, so I kicked him off my property. the fourth tech comes out and said part of the Tesla battery contact points were installed backward. all a sudden 2 months after the installation, It started working but now the inverters are still not reading properly. WTF? This is what $80,000 gets you? Honestly, do your research before hiring a company and release this company is not the one you want.

Rude and unprofessional

First guy was ok. Told me about the programs and credit requirements. Offered for a cash quote consultation when I said I needed to wait for financing. I had a family emergency the next day where I hadn't responded to any messages for a couple of days after that. I forgot about an appointment for the cash quote. Never got any voicemail reminders. Finally got to check my phone and this guy named Brad leaves a text basically saying "thanks for nothing" not even checking to see what's going since I wasn't able to confirm...Screw Sun Run. Unprofessional.

Poor Customer Service

Sunrun did not provide the system as in their proposal. They offered a refund that would be sent. I have been emailing and calling my sales rep and get no reply. I have had several calls with customer care. The last correspondence was it could take 29 weeks to get the refund. Sunrun should be avoided when selecting a solar provider.

Home owner

Wednesday, June 15 2022. Sun Run Solar has to be one of the poorest managed companies i have ever had experience. You can reach a Customer Representative, but that seems to be as far as it goes. I don't want to seem bigoted but there is usually a language barrier when talking to customer service. And when you ask to speak to a supervisor, that usually doesnot happen. Then the Customer Service is just following instructions. They tell you that someone will be contacting me in a day or 2. Never happens. I have written several responses to their on line customer opinion poles. They have contacted me and tell me that they will handel my concerns. That never happens. I have solar units on two homes, my home I live in and a townhouse that one of my daughters lives in. i have never missed a payment to SunRun. And my townhouse system was down for over three months. I had to monitor the system and notify them that my system was not working. They said that a tech would be out in a day or two I had to call them a couple of times because no one had shown up. Then the contractor that SunRun used called and told me that the inverter was bad and needed to be replaced and of course they had to order it and they said that they would contact me. Well a month later, I called SunRun to ask them when my system was going to be back up. They told me that I would have to call the contractor and ask them. I called them and they said that the inverter had been installed and that SunRun needed to contact the inverter manufacturer to activate it. I called SunRun and told them what the contractor said, and SunRun told me that they didn't know that. Well after more thab 3 months the system was back up and working. I then ask SunRun how my billing was going to be adjusted they said that they would be making adjustments. Never has happened.. I told SunRun that I was paying tjhem $197 a month and also having to pay my full power bill because their system was not operating. That has been over 10 months and not one response from Sun Run. Now I am having trouble with my system at my residence. Again I had to contact SunRun and notify them that their system wasn't operating. They tell me that they monitor our systems too insure that they are operating properly. Then the Customer Service Rep. Started having me check the system out to try and reset it. I am a retired Journeyman electrician with over 50 years experience, and have supervised 50 to 100 employees. So I didn't mind doing the troubleshooting , but what would a person with no background in electrical. Well I did get the system reset. t seemsNow today I checked it and it seems that I am still having issues with the system. And I am having to call SunRun and advise them that my system is having issues and they say that they monior our systems. Bull!!! Like I said at the beginning of my comments, SunRun has to be the most poorley managed company that I have ever dealt with. I have tried to find out where a person goes to file a formel complaint. Sorry my ranting and raving, but it is frustrating. Thank you.