Sunrun Inc.

FRUSTRATED

I had solar panels installed for month’s now and the system is still not turned on. We live in Florida but dealing with SUNRUN is a nightmare. We are paying twice as much for our electricity, meaning I am paying Duke Energy and also Goodleap for the panels. We were only supposed to be paying Goodleap. SUNRUN is the worst company to deal with. I called customer service they give me phone number to my coordinator Caleb, the salesman Jamie and also the manager Chris well we contacted all three of them and no one returns your call or email you back. This company needs to be out of business. All they are doing is signing up people for solar taking their money and not getting the solar turned on in a timely manner. We the customers are the only ones suffering financially because they don’t give a dam after you sign on the agreement. The kicker of this also is that they damage my pool screen when they were putting up the panels and up to now after 3 months they still haven’t fixed my screen nor do I have functional panels. Something needs to be done about this company. They are taking advantage of customers. This company is so UNPROFESSIONAL no one should deal with them. I will also put in a complaint with Costco wholesale because they have them in their store selling solar to people. This is where I got suckered into purchasing solar. I should of just stuck with the electric company and not do solar. PLEASE DO NOT USE SUNRUN

The company is a joke.

It all started back in January of 2021 when I made the mistake of contacting Vivant Solar for a quote on solar for my house. I spoke to a salesman named Patrick that told me that Vivant Solar was in the process of being bought out by SunRun but they were the largest and BEST solar company in the US! That was the first lie. They maybe the biggest but that’s about it! Patrick also told me that he has worked for Vivant for several years and that he would be around to “hold my hand” through the entire process of getting my solar installed. Second lie. He was no longer an employee in March of 2021. Don’t know why, don’t much care. I was told, by Patrick, that someone from Vivant would call to set up an appointment for one of their “engineers” to come and check out my electrical panel to see if it would be compatible with their system and also to check my roof to see if it was in good enough shape to hold all the panels. Ok, fine. A week goes by, a month goes by and now we are in March of 2021. I finally received a call from a Snarky young lady in Utah that told me that someone would be out tomorrow to check the roof. The problem with that was that Chicago was experiencing the largest snowfall of the season as I was speaking to her and my roof had 4-6 inches of snow on it. Even if they could have checked it, I didn’t want the liability for someone slipping and falling off my roof. So I asked her if we could reschedule the inspections for a later date. She (with attitude) said “ Fine, when would YOU like to reschedule it for?!” I asked for a date 2 weeks out. So she schedules my appointment. The “engineer” came out to check and told me my roof was fine but the electrical panel would have to be replaced at their cost. I’m thinking to myself, great, I not only get the benefit of solar, but I get a new, upgraded panel too. He told me someone would be in touch a couple days later for the electrical panel install. Well, as you can guess, the couple days turned into weeks and finally got the appointment and the the 2 people showed up in a leased unmarked truck saying that they worked for Vivant and they were there to install the new panel and run a ground wire to my water meter. So they started cutting my drywall around the electrical panel and running the conduit to my water meter. Everything was going smoothly and they I didn’t hear anything in my garage for about an hour. They had the power to the house already shut off while they were working and I was told ahead of time that they would have a backup generator connected so while they were working I would still have power. That was not a lie, but it was a small generator that only had enough power to power up my tv, modem and computer. The refrigerator was off the whole time. So, I went into the garage to see what was going on and the young lady whom was in charge was on the phone with what I can only assume was Vivant. When she got off, I asked what was going on as there was this gaping hole in my drywall around the electrical panel . She told me that she had some questions about the install and was attempting to get clarification from her boss at Vivant or Sunrun, not sure which. After a couple more hours and several more phone calls to whoever she was speaking to, they told me that my panel was adequate to handle the solar. In all actuality, they just didn’t want to do the job as the new panel was substantially larger than my existing panel and they wold have to be cutting conduit and rerunning the wires. I mean come on, did you think this was a 5 minute job?! Really?! I should have realized at that point to cancel my contract before they did anything else. 2 days later the drywall repair guys, unannounced mind you, show up and tell me that they were going to fix the drywall. They did a great job. Kudos to them! Finally something that has gone my way. Those guys told me that because of the Sunrun/Vivant takeover, communication with the company has not been the best. Boy, I’ll say! The guys left and cleaned up better than it was when they got there. They also told me that someone would be contacting me about the panel install. As you guessed it, it took a few weeks for someone to contact me. Then, when they did, instead of asking when would be a good day or time to install the panels, I was TOLD they would be there tomorrow. The crew showed up and did the install, as I’m not a professional solar panel installer, I can only assume that the panels were installed correctly. I spoke to the crew foreman who told me that he would show me how to check my panels output on the app. When I went back out to speak to him he was already gone. So I’m left to my own devices. I’m still thinking to myself this is a good thing and it’ll all work out. Yeah, right. Everyone left and it all seemed to be in order. A month or so later, a repair guy shows up at the house and said there’s a problem with one of the panels and he needs to get on the roof. Luckily he didn’t need to replace the panel but only a connector. Pleasant guy, also told me about the lack of communication within the company. I agreed. Now comes my first electric bill. A little high but I figured id give it another month. To my surprise, it was a low electric bill. The only one. All the subsequent bills were a lot higher. Also, I was checking my bank statements and nothing had been taken out for Vivant solar. I had given all my bank information to Patrick when I signed the contract so I could get the lower rate, or so I thought. So I tried to get in tough with Patrick only to find out he was no longer with the company. Go figure. So I called customer service and spoke to a young lady who was obviously not in the United States and in the middle of our conversation was cut off. So I called back and had to reexplain my situation to another person. I was told someone would get back to me. No one did. I can’t believe that I’m attempting to give them money and they have to have someone get back to me? Ok whatever. I waited a week, then 2 weeks and I tried again. I was put into the call que and was disconnected after about 15 minutes. So I called back. This time I was just hung up on, never making it to the que. so I figured that I would just wait until they contact me cuz I know they are going to want their money. I have received a few computer generated calls to call them back but never any human to speak to. I’ve tried calling again and again but either haven’t got through or been put in the que for long periods of time. Now I get a delivery service leaving a letter from Sunrun saying I had better get in contact with them or they’ll have legal action against me, signed by John Dickinson. So I promptly called the number and spoke to a young lady, again out of the country, who was attempting to help, I told her I wanted to speak with John Dickinson. She had no clue who he was. After about 10 minutes, she said she would connect me with his voicemail. I said great and she promptly cut me off. Called back again and spoke to Brian, again not from the US, who gave me John’s direct line and said he would put me through to his voicemail. You guess it, I was cut off again. So I called the number in Denver, Colorado that I was given and all it did was ring. I did that 3 times. Same stuff all 3 times. Do these people really not want my money? Oh yeah, my electric bill really hasn’t gone down at all. Think twice before you use this company. And to you supposed Sunrun employees reading this, don’t spew your computer generated rhetoric saying “We understand your frustration, or Gee we are really sorry” I just regurgitated most of my story here. I don’t want to hear that I have to do this all over again on some email address where you will supposedly will assign some “specialist” to look at my case. If you want my money, have someone human contact me. With all the negative reviews about this company on not only this sight but others, Yelp, etc. I’m surprised no one has filed a class action lawsuit yet. Or better yet contacted a news agency to cover this on the 10 o’clock news. For those of you considering Sunrun or Vivant Solar, don’t walk, run away!!!!!!!!!!!

Bad Service

We installed our solar panels through vivant and had their support for years. Always a pleasure and very few issues. recently Sunrun bought out vivant and we had to transfer over service to them. I was on autopay with Vivant and it transferred over to Sunrun without any issues but I noticed after a few bills that I had a second charge of $5.00 on my bill. I called and found out that it was an extra charge I had because I was not on autopay. But obviously I was. I told them this and they said it was because I use a credit card. This was not true either, it was a debit card. They said it has to go straight from my bank. So, I changed the information and asked for a credit to my account since I was charged these fees without being notified and they were pretty much fraudulent charges. Well that was denied. So, they've taken extra money from me and are refusing to credit it to me and I really have no recourse. So, that is pretty bad service in my opinion.

227 Days, thousands of $ lost, and still no operating panels!

We signed an agreement with SunRun on 10/25/21, which was 227 days ago (as I am writing this on 6/9/22). It states In their contract E. 1. A. “Approximate Completion Date: 60-180 days following the Effective Date.” Not only are we 47 days over the approximate completion date, but those 47 days have been a financial burden to us. First, our electrical meter was replaced by Sunrun (or a contractor for Sunrun) on 4/1/22. When it was replaced, the lever was left in the up position. (We did not touch anything and nobody informed us what would happen because of this.) After 4/1, we noticed that our electricity bill from the UI went up dramatically. My husband and I did not understand the rise in electricity usage until another Sunrun technician that came to our house on May 23 explained what happened. He said that the solar panels were producing electricity that was going through the old meter and that we were being charged for the electricity created by the solar panels. As such, our April and May bills were at least double what they should have been. In addition to actually suffering financially for having solar panels, we have lost out on any energy generation that we could have used to offset our energy use this summer. It has been 11 weeks since the start - days with increased sunlight for which we did not get energy credit. Finally, this whole experience has been chaotic and unprofessional. It is clear that the lack of communication, misinformation, and lack of will has contributed to the failure of this project. I called UI myself to ask what the status of the "permit to operate" was, and they said they didn't have anything in their system requesting a permit to operate, even though Sunrun told us last week that they submit the information. To say my husband and I are frustrated is an understatement. I have reached out to Sunrun to make it right, but it has been crickets. My next step is registering a complaint with PURA which I will do tomorrow.

Battery Issue

Customer service is horrible! Our Vivint (now Sunrun) installed Sonnen battery suddenly went out in January of 2022...its is now June 2022. Still do resolution to the problem. Sunrun has sent out repairperson several times but always come up with excuses and delays. No one answers calls or emails. Do NOT do business with Sunrun!!

NO SAVINGS-NO PROFIENCY

We started with Sunrun in April. On our first SCE bill, we lost $88. That is based on the Sunrun payment, SDE payment and what the system generated, and the actual credits (kWh). We called customer service, and we received LIP SERVICE; a guy on the phone with no idea how solar works and stated he was not there to offer solutions. If you live in the Inland Empire and a salesperson called Jada Gonzales, say NO. Choose to stay with SCE or choose a different solar company.

my solar panels have been overproducing since installation. have called sunrun and gotten run around, saying the panels are working and they are not responsible for the $2400 credit I have with eversource. every person I talked with at sunrun all had same answer, all repeating the others. All I asked for was a rebate or reduce power output from panels. they said no to every thing. I am paying sunrun more money than I ever paid eversource. would not recommend sunrun to anybody. Bob

Has to be the worst solar company

No one knows what they are doing. I have been having problems for the past year and no one seems to be able to help. I just get transferred to different departments and keep getting the same answer, which is we don't handle that contact customer care. Customer doesn't have any answer either. I wish I never went with this company. My true up bill is high, I installed more panels and they aren't working properly. I can't get no managers to contact me. It's a horrible company.

Terrible company all around

Sales uses deceptive practices to get you to sign. Management doesn't follow up to complaints. In NJ you have to escalate your problems to the clean energy team 609-913-6349 to get a response from sunrun on anything. Apparently Sunrun is cautious once the state is tagged in. Their response time is still terrible but they do respond once you make a case with BPU.

Vivint was amazing -bought out by a joke of a company

Buyer beware! I feel horribly stuck. I've had my solar panels with Vivint for 10 years and their customer experiences was absolutely stellar! Well they sold to SunRun and I've spent so much of my 6 months trying to get help from anyone with my accounts and they are an absolute joke! They speak to you every time like it's the first time because they apparently don't keep good notes. I've asked to speak to anyone at a higher level than customer service but that will never happen. You notice their pre-canned response to every bad review that they will help you but they won't. When I signed my contract with Vivint, it was a rate for life. Well now SunRun just sent me a notice that they raise their rates by 2.9% every year. I don't know what the heck they are doing but they are money grubbing people who know that you aren't going to want to take off your solar panels - LOOK FOR ANOTHER COMPANY!!! Even this review is ridiculous - No where does it say the type of panels that I have but it's required .... I hope they are disgraced by the number of reviews they are getting and actually do something to change for the better

Is this for real?

I'm looking at a Sunrun Contract. The contract shows this: 0 Deposit 25 years $123.0 per month .15 Cost per KWH So for just the monthly fixed cost you pay over $55,000 by the end of the 25 year term. ....AND... you are charged 15 cents for every KWH used? That only saves 1/2 of 1 cent over what the electric company charges. Why would anyone want this? With their system you get no tax credits from the government. Please, tell me I'm wrong. I was considering purchasing a house with a Sunrun lease until I saw this contract.

Stay Away from Sunrun

It has been 9 months since I signed a contract with this company. I have yet to get a system installed. This company kept telling me that the City of Glendale is to blame for the lack of progress with my project. Sunrun keeps telling me that Glendale, CA is very strict with the permit process and they take a long time to release permits. Lo and behold, I called Glendale Water and Power. They said that it only takes 2 to 4 weeks to process solar permits if the contractor does the plans correctly. Sunrun kept feeding me lies. This guy, Eiszenhower Dieszmo sends me e-mail messages saying he is on top of things at Sunrun. He also says that my contact person, Daniel Segura should be able to answer my questions. Guess what, I have never talked to either of these clowns! They are holding me hostage because they already did the roof work at my house. I essentially cannot back out. Don't make the same mistake that I did. Find another honest and reliable company. Now I am finding ways to get out of the contract and sue this horrible company. Don't believe their lies!

Super delay of project, no update even I pushed so hard

The project was super delayed. Contract was signed on July 2021 and modified on Dec 2021. However it is now end of May 2022 and my project is still not completed. They sub contract to multiple contractors and had super delay on that. They didn't even do the roof per what i signed on contract and have to correct it and caused extra delay. Now the roof is still exposed under sun without penal and they are still checking with electrical contractors. They don't have good planning and work order management. Below ask me what brand for the panel, and i don't know yet as no process on the project. just select the random name.

Steer clear if you can

I never would have worked with Sunrun if I had a choice but I kind of got roped into it since the house I purchased had a lease agreement with them. We need to remove the panels temporarily to have the roof redone and that comes out to 170 to panel so nearly $5000. Basically any money we would have saved on energy costs in the long run is out the window right there. It's annoying but it is what it is and that's not really what im writing about. The customer service is just awful. We signed the quote to have the panels removed and I was told a scheduler would reach out within 5 business days to book a time to have the work done. That seems like a long time just for someone to call to schedule something but whatever. We are going on about a month now and I have not received a call or email to schedule and there is no way to track down this "scheduler". There is no way to email or call anyone at the company and everything just goes to a general customer service line that isn't capable of doing anything. Any email goes straight to a general queue where you get a response 2-3 days later if you lucky saying that they have informed whatever team of your situation. Basically you are better off just not having panels rather than using Sunrun. If you do want to get panels just work with literally any other company.

No Service No Help

. Pre install there was communication every other day and after solar panel installation 11/2022 it has been very difficult to get a update on why we still do not have service. There has been many calls to Sunrun and attempts to figure out what the problem is and what the next course of action should be but its all confusing now. Now we are paying for solar panels and our monthly electric bill with no resolution in sight. We feel this was a very bad decision on our part to get involved with Sunrun without knowing how stressful this would be. My wife wants them removed but I don’t know if that would cause more unanticipated financial burdens. I’m a disabled US Air Force Veteran so I’m no stranger to being patient but this feels like we’ve been scammed.

Worst Company Ever

From beginning to end, every experience with SunRun has been frustrating and infuriating. This has to be the most incompetent and inept company on the planet. Installation was horrible, the system keeps breaking down, I didn’t get the number of panels I agreed to, the constant monitoring hasn’t been successful, and everything else that could go wrong has gone wrong. I’d recommend looking elsewhere for your solar PV system.

Horrible Customer Service Support

So six months ago I had a problem on the roof because the panel so I called the service department to solve the problem, they send two technicians they removed the panel and the switch was off after three months I see they was charged me even when the system was off so I called to cancel the autopay , they keep charge me till now even the panel was taken off the roof and they keep calling me to collect this amount, with 4 Times they called I requested to speak with supervisor and each time they said she is on Meeting ..what company that there supervisor Not talking with customer , this company should shut down the government should step up for our right ,you can tell how many people get charge without service…

Warranty

We reported a problem last June about our inverter having to be reset . It seemed to be an overheating issue because it happened at the hottest point of the day. Someone came out and said our inverter was the problem. Also you can not read the display of the inverter anymore. My wife has talked to several people and they never follow up. The inverter has a 10 year warranty. Their response Agent: Upon checking, your system is producing. Agent: I apologize for the delay. For us to fix the issue, we can request a service visit that will cost you $190. Contact: I don't understand Contact: Someone came out a long time ago Contact: And diagnosed that the inverter had a problem Agent: I understand, but that case on reviewing and fixing your system is already closed. Contact: How could they close it Contact: Nobody fixed the problem Agent: I am sorry to hear that it wasn't fixed yet. Agent: Have you tried contacting Costco customer care at 888.858.2496? Contact: No but I guess I will need to. Agent: I am sorry for the delay. Agent: Is there anything further I can assist you with today? Contact: Once again. A dead end Contact: How did they close my issue without resolving it ?

Terrible!

It's been a nightmare. Avoid this giant corporation like the plague unless you love terrible customer service, ignored emails, phone calls, no show appointments, and foreign customer service that reads scripts and will never help you.

Signed with them in November and we still haven’t had much done (it’s May now). Still waiting for them to get city permits accepted. Customer service is the worst, hours to get through. Finally got through to a manger, Dulce Correa, and she’s even worse. Makes promises but never keeps. 3 broken promises already. Terrible

Poor - Visalia Ca.

Please do not use this company! They do no disclose all facts: 1. You 1st 3 months, you will receive a bill From your current company and SunRun. 2. For those of use that calculate your average, please understand that any overage of energy produce is not carried over. In December we will not have much sun, but remember we use a lot of Christmas lights. 3. I signed up for auto pay for a lower monthly payment and for some reason it was not set up. Three months later they made me pay the high rate. 4. Don’t open the door to these high pressure salesperson, they do not take no for an answer. 5. Since they use e-signature, we are not well informed and you will learn with time.

They are holding up everyone involved in me buying my first home

Horrible experience, would have them take the panels and go away if it was an option. Incredible stress as lender keeps trying to send funds and cannot because sunrun has not completed their documentation. Round in circles with terrible information, uninformed people, and no results besides just ‘wait for docs’. Unbelievable that they can - and are - holding up so many people. I move tomorrow and hope I am not out on the streets if something fails as a result of this company’s terrible service and communications.

Horrible Customer Service Support

We had 30 panels installed August 31, 2010 while we were in a drought in California. We did not discover that our roof was leaking until it started raining in 2013. We have made multiple calls and filed multiple damage claims regarding this over the past several years. 8/31/2010 Installation of 30 panels (drought conditions in California) 11/16/2013 Reported Leak 1/6/14 IES Acru Energy inspected and left notes that repair needed to be done NO REPAIR WAS DONE 2/6/14 Reported Leak 4/3/14 SunRun asked for picture of repair NO REPAIR WAS DONE 4/8/14 IES Acru Energy submitted a "satisfaction report" NO REPAIR WAS COMPLETED Nobody asked if we were satisfied because they never repaired anything. 4/5/22 Reported Leak Never got a call or email from SunRun. Followed up with a call on 4/27/22 to ask about progress and got an email from Trish A. stating we were out of warranty, and referred me to the customer service number that I've been calling for the past 9 years! Then she CLOSED my damage case again. The leak had always been on a covered patio that connects my kitchen and primary bedroom. At this point, the leak is massive and is now affecting my bedroom. At first I was only asking that SunRun un-install and re-install my panels for free so i could have my roof repaired at my expense. My husband is ready to file a lawsuit in court and in the court of public opinion on social media.

Customer Service

Inverter went out and did not get notified. I noticed it and had to call sunun several times before someone determined that it had to be replaced. It took them a month to get me back online. I had to consume energy form edison at higher rate while they worked on solving their own issue. Now, they refuse to reimburse me for what SCE is charging me. I just wish they had better customer service and cared for their long standing customers.

The worst company

My story is way too long to put in this small space. I even contacted sunrun’s customer care and they did nothing. I would only recommend this company if you like working with rude, non-communicative and incompetent people.