Sunrun Inc.

WHAT A JOKE!!!!

What a complete joke... went to them through costco. Came in, thankfully skipped the sale gimmick, price - 4.36$ per watt (looking at 12kw system). The other big one, also starts with Sun***** was at 3.05$ per watt.... anyway, quickly parted ways with the sales rep, especially after I told him that they are WAY high, he said that everyone else is just lying to me and they will not install what they claim, it will be a smaller system... nice... week later, there corporate calls me, I quickly explain why they are not in the running, they offer to transfer me to someone who can help. WHERE DO I BEGIN!!! just some quick comments from "corporate": - you can't compare solar systems like that, how many panels is the other system? - oh, 31, well we are 37 so we are only 400$ more per panel so it's comparable like that - you are buying quality and company history - we are number one in the nation, better than sunpower Probably the best one: - have you considered leasing? because ROI will go out the window when something breaks. What are you going to do when a panel breaks after warranty period? REALLY!!!! after 25 years??? Anyway, I gave them a shot, but I guess should've just listened to this site... But wow!!!!

This company trains it’s employees to be dishonest

Hello, I was employed by Sunrun last year for three months. I was never given permission to shadow or knock on doors. The reason I was given was because I didn’t have a Sunrun shirt. People Who were hired after me began shadowing with no Sunrun clothing right away, and should I mention they shadowed with the exact person that told me I couldn’t, they had every excuse not to allow me to begin my shadowing, and knocking on doors for Sunrun. I was told many reasons first was because I didn’t have Sunrun shirt, next was because I didn’t have an iPad, then it was because my pitch wasn’t perfect. So, I went and bought the iPad with my own money and I bought the iPad which was recommended to me by the Sunrun manager. I was never paid for my completed training which is a total of I believe $800 at the time. I signed up for a data contract with T-Mobile for my iPad to use exclusively and only for Sunrun, I have no other need for an iPad or data for it. In our weekly meetings we were taught how to finesse our sale and give the customer as less detail about the contract the customer would sign as possible To avoid losing a sale. I later spoke with a gentleman who was also with Sunrun and got the chance to shadow and knock on doors. He explained to me that only certain people end up making the money that they promised us in our weekly trainings. They use the same tactic with their employees that they do with their customers, the less information you give the better for them. So I later found out that, the sales That you find by knocking on doors it cannot be finalized without a higher up sales rep finalizing the deal With the customer, the higher up also reap all the rewards financially and statistically. This is quite gross and nearly Criminal. I was disgusted when our training each week told us what to do and how to act in our personal lives, including relationships with family, friends and partners, at times telling us we don’t have time for them or any relationships when It Came time to be in competition with other officers of Sunrun. So I never made a dime instead I lost over $1000, I was treated unfairly and was never given the opportunities that were promised To me by the company Sunrun. Unfortunately, they are promises of making money were accurate. Wh when I asked the district manager For anything including Sunrun information I was always given a bullshit answer, incomplete or inaccurate answer, or never answered at all. I witnessed sexual harassment, indecency, favoritism with only certain employees, being trained to lie to Sunrun customers, and not being given full information to provide to Sunrun customers, Being trained to purposely not go over the contract in full with the customer. I also witnessed favoritism to certain races and women by The managers in charge. Please note, if you do not have a good relationship with your managers at Sunrun you will not have any success or chance of doing anything, I am proof of that and I’m not the only one. I was never given a real chance to succeed although completing all trainings, I never got paid a dime even though I was promised to be paid for my training. We were trained to only spend our free time with other Sunrun employees. Every week in our training it was the same people making the money. Each office has a cult atmosphere to it. And when it came time to answer questions and lead the managers were not there for me or give only half truths, leaving out important details of how we actually make our money and that at first we don’t make any money at all the managers take our accounts and money. I am extremely disgusted, deeply hurt financially as well as emotionally and offended by the experience with sunrun. I was with the company three months. I was never given the opportunity to shadow or knock on doors. There was a potential prospect whom I randomly met and befriended, They had gone to Sunrun at the Home Depot in Watertown earlier that day before we met each other, my manager pressured me to take the client from the Home Depot team becuase nothing was signed yet, but when I checked with a sunrun manager of the retail field he told me I could be fired for that and was against policy. I did feel as though my manager did not want me to succeed in quite possibly could have pressured me to do this in order for me to get fired. I would like compensation for all my time and effort in putting up with the obstacles that were put in my way and sabotage of my time, money and energy! I want my training pay in full which was never given to me even though completed. I would like to be reimbursed for the iPad and data plan in which I was forced into getting or I wouldn’t have an even been able to shadow anyone in which case I didn’t get to anyways even after I got the iPad, which was a broken promise made by the manager. If this do not receive compensation I will take this much further and expose the lies (or information withheld from clients) which sunrun trains it’s employees to employ on clients. It’s quite disgusting to try and force your way into a persons home, be dishonest with clients and expect clients to sing a contract in which they are not allowed out of for decades. Very disturbing disgusting and disgraceful to be honest. I am going to expose this company in the tactics they teach their door knockers to use to manipulate innocent homeowners who have worked hard for what they have. Sunrun promises large amounts of money to their employees and that is all they’re concerned about they don’t care about the customer and it’s quite obvious by the way we are trained. Please respond immediately, I have been very patient.

Roofers were Great and Management/Coordination Horrible

So I just want to say not all what I expected from the number 1 solar Co. Out there. Started off great with Adrian our solar expert. He got me a great design, got my roof able to have solar, and started the coordination process. Then construction team after about a month came through quickly with the complete install. Then the building inspection came 2 weeks later. Then the electrical inspection came 2 weeks after that. Now nothing. So far from the knock on the door with Adrian, to a paperwork mishap with Tiara Monterio, has been 6 months, and no solar. The problem with sun run is they don't have enough people with experience managing projects, then filling out the proper forms/paper work for inter connections with utility Co.s, and then to communicate to the customer that have been dropping the ball the last 3 months with all the paperwork. Don't get solar from them. Don't waste your time trying to communicate ever.

THIS IS FRAUD

Do not use this company. They are about to pass the contract date, and although the panels were installed 5 months ago, no steps have been taken to have them turned on. I keep emailed and calling and they can't even find my account half of the time, and when they do they often can't find record that install was completed. When I get asked "are you sure?" while I'm staring at my inactive solar panels, it gets a little frustrating. Customer service is useless and the salesmen have ghosted me. Although they did try to get my neighbor to buy solar panels from them, i guess not thinking they would ask us about the experience. Since they have taken some of my money, at this point this can only be considered fraud. I reported them to the better business bureau and will likely be talking to an attorney shortly. i have never worked with a worse company.

Customer service agent Laura

Called to ask about the 1000 dollar visa gift card that they offered me for recommendations and the person bought said system back in November was told I should receive it by January called in February they stated it will be in March called in today April 28 2022 been trying to speak to the supervisor but keep getting the run around so this tells me that sunrun customer service has really gone down hill I had an account with them for 7 years it was nice but now I wouldn’t recommend sunrun to anybody

worse customer service EVER!!!

This doesn't even deserve a 1 star. The customer service experience is HORRIFIC! come to find out the customer rep is not even in the US!! I've been trying to obtain the home electronic report from them since my electronic company is charging me for the electric use while I have solars. I was advised to get this report within 5-7 business days now its MONTHS in and no report. The rep initially helped me is no longer with the company yet NO ONE followed up with me. I follow up and even sent an email to their customer service - I got an auto reply of when they will reach back to me; however, no one reach out. Spoke to Kevin (supposedly a supervisor) was not helpful and did not help at all. Provided me with a rep's contact info. I called left messages and email and sure enough no reply or call back.

Appalling Customer Service

I’m not able to submit my complaint to Sunrun so I’ll share the letter I wrote to them here. Dear Sunrun Customer Service, For context, I'm currently a Sunrun customer. My solar panels were installed about a year ago and don't currently have any issues with my system or my billing. The problem I'm experiencing with Sunrun is more along the lines of a communications and customer service issue. Recently, I've received several pestering phone calls coming in from an unknown caller. When I checked my voicemail, I found out these phone calls were coming in from someone by the name of Brittany who works for Sunrun. She left a message and said that "it be important that we speak". Then she left another message two days later and said: "it be important that we speak". I began to wonder if there was something wrong with my solar panels, my billing, or who knows what. The message struck me as being somewhat urgent, so I thought it best to call back. I called back and I asked for Brittany. The person I spoke with said that Brittany was not available, but they could assist me. As it turns out, the phone calls I had been receiving were a solicitation to try to sell me more solar panels. My solar installation used all possible surface area on my roof and there is no more room for any more solar panels nor do I need any. After spending some time with this person on the phone, I explain to him that I do not need, nor would it even be possible for me to install any more solar panels. The messages Brittny left on my VM were deceptive and pestering and as an existing customer, I didn’t appreciate this. I explained this to the person I was speaking with and asked him to please remove my name and number from this solicitation list. He was understanding and there was no problem at this time. The person kindly said that they would ensure it would be taken care of and I would not receive any further solicitations. A day or two later I received another phone call from…yes…you guessed it….Brittany. She left the same message saying that "it'd be important that we speak". I found this very frustrating but not nearly as frustrating as the experience I was about to encounter with the Sunrun representative I was about to call. I called back the number Brittany left and asked if I could speak with Brittany. Again, the person who answered the phone said that Brittany was not available, but they could assist me. I asked if I could please just speak to Brittany. The person that I spoke with said that Brittany was a few levels up in the chain of command, but he would be happy to assist me with whatever my issue was. I said I've already been through this, and I would appreciate it if I could just speak with Brittany. This person gave me the runaround for a while and I said can I talk to anybody at all that is above your level in the company so that I could resolve my issues. At this point, I had had enough, and I really wanted to talk to someone at a higher level. Asking nicely was not working with this individual so I became very frustrated and insisted I be put in contact with a supervisor. I was placed on hold for a reasonable amount of time before this person's supervisor came on the line. This person's name was Marvin De Guzman. Marvin came on and asked if he could be of assistance. I asked him if I could speak to Brittany. He said that Brittany was not available, but he would be able to assist me. Trying to remain calm, I asked if he could please just let me talk to Brittany. This person explained that Brittany was higher in your company's hierarchy, and he didn't know if she was available. I said that I would wait. I said I would be available for a return phone call or any other possible communication method but that I did absolutely need to speak with Brittany, the person who had been calling me incessantly for two weeks. Marvin put me on hold and came back a short time later and said that Brittany was not available now but that he could take my name and phone number and Brittany would call me back. That was some time last week (about six or seven days ago). Not hearing anything back, a few days later, I called back the same number, and this time I was immediately greeted with a message that said "We are unable to take your call at this time. We are sorry for the inconvenience". I thought maybe it was outside your business hours, so I tried calling again the next day. Then it dawned on me, I think my phone number has been blocked. I tried calling the number a day or two later and got the same message. So today I tried calling from a different number and was able to get through no problem. I think it's fair to conclude that someone at your company decided, instead of dealing with a customer service issue that they created, that it would be better for them to just block my phone number. Who does this? What kind of manager does this? What kind of a company does this? It is obvious that your employee, Marvin or Brittany, blocked my phone and cut me off from communication. I have never in my life experienced worse customer service. This is ridiculous. I would appreciate a response and I'd like to know how Sunrun handles these types of customer service complaints. I did do a little Google searching to see what your customer service feedback looks like. It's not good and I can see why. I'm very busy and I really don't have time for things like this, but this was just so ridiculous that I am taking the time to follow up on this. I've been badgered by this person named Brittany for some time and I'd like to speak to her, or I'd like to speak to her supervisor and have my voice heard. I'd also like to know whose decision it was to block my phone number, if blocking your customer's phone numbers is part of your company policy, and what if any measures you will be taking regarding this. I don't think that that's an unreasonable request. I look forward to hearing back from you,

If I could give them a zero I would

Let me just say how much of a terrible experience this has been… they threw a great sales pitch out there but when it comes to education they don’t have any! That’s their lack. I have two meters at my home when before installation I asked if that would be an issue they told me no come to find out, after installation I need to get an electrician to come out and rewire my water heater into my main panel. They did a terrible job, not only that, I had to wait over two months for them to get my system up and running because of they didn’t have photos of my meter. Mind you they took pictures before and after installation. They are terrible company please stick with a regular electric bill. Forget solar and sunrun altogether

Stay away from this company!

We signed our contract in April 2021 and our system still isn't running (1 year.) The issues, in order: 1. Extremely long wait times for everything. Every step below included at least a month, sometimes three to resolve. Customer service is a black hole. 2. After a paper review of our electrical needs and an in-person inspection and months of waiting, when they came to install the panels I was told the batteries wouldn't work for the load we needed. 3. Asked for the conduits to be placed inside the attic. Didn't happen. Insane since our newly built house had the conduits already in place and a fuse/switch labeled and in place. 4. Asked for the batteries to be placed inside our garage. Confirmed with salesperson that that's where they would be. The installer wouldn't do it and claimed that it wouldn't pass inspection. Spoke with the Building Inspector and he told me the batteries would have been fine inside the garage. 5. Because the batteries are outside of our house, near the driveway, we didn't pass inspection because building permit required bollards for protection. Company had no idea. Inspection was two months ago, no word. What they've done: 1. We had ordered LG batteries, but received Tesla batteries. They didn't charge us the additional cost. 2. They have offered us some money (5K), but we will need to fill out a W-9, so we'll be paying taxes on the amount. We've paid $17K to date and we weren't able to claim the tax deduction on this year's tax return. Still no solar. Oh, and we bought an electric car in August. At the time we couldn't imagine it would be long before things were running, my bad. Take my word, there are too many solar companies for you to deal with this kind of nightmare.

Absolutely painful

This has been the worst experience I have ever paid so much for. Sunrun is a completely incompetent company that makes promises they know they can not make. I have had to deal with outright illegal work done during the install, which are not licenses electricians, to hours on the phone waiting to talk to anyone. Sunrun breached the contract and installed different equipment then agreed upon and then approximately a month later they are hounding me to sign the change of plans documents. Now that they have me locked into having to pay they don’t reply and can’t get the system to operate. So I have a huge waste of money sitting on my roof that produces zero electricity and I am paying for it. I still have the same electricity bill I always had and now I pay for solar that does not work. Sunrun please don’t reply with the same generic reply on all the others on this website because I have tried to contact both via email and the phone number provided and have received no reply. This company has no concept of taking care of the customer, which is not surprising because they can’t even provide what they contracted to do. I agree with so many others on this page and do not waste your time, money or energy with this disaster of a company.

Sunrun system stopped producing power for 6 months

I've been a customer of Sunrun for over 10 years. However, since 11/15/2021, my system is not generating any electricity and many calls to them and chatting has not helped fix it. It has taken so many months and still counting. I still get the invoice every month and have to pay for that in full when ZERO power is generated. Hope you do not end up like this. The FAQ of mySunrun.com shows that they will monitor the production and proactively fix any problems when the system does not generate power or detect any problem. That is totally not true. To submit this, it is asking to give the solar panel model, but there is no document in my account at mysunrun.com to check that. So, I've selected some arbitrary panel name. Sorry to the panel makers for using the name without information.

The worst customer service

after they came and finished with the installation they damaged the roof and now I have a roof leak, I have been trying to talk to a case manager for over 3 weeks and nobody is responsible and they don't even pick up the phone.

Sunrun operational issue

I researched many solar companies prior to installation, as a result, I selected Sunrun. Unfortunately, that was my first mistake. Upon installation of the electrical system, I now get water in my basement usually every time it rains. And of course, where the water enters the house is in line with the hot water heater, washer, and dryer. I started calling customer service on January 18th, created a claim, and sent photos of the original damage. I was supposed to be contacted within 24 hrs, never heard from anyone. I called back again on March 28th and was placed on hold again for 20 minutes. they said again, that someone would call me. After, a huge rainstorm last night and a submerged washer/dryer/hot water heater, I called yet again. The customer service rep told me that the case was closed on Jan 19th, the day after I called. I still haven't received any phone call from anyone in customer service or damage resolution. THIS COMPANY IS PATHETIC.

WORST SOLAR COMPANY

I am a new customer. From the very beginning the rep sent to my home was misleading. Once I signed up it was impossible to get through to the rep or customer service. I am now 20 years in debt to them and still paying Con Ed my original bills and it has been months already. Be careful with what they are saying.

Terrible customer service and appliance of solar system

Everything was going fine until the solar panels were applied to our home. Three water pipes in our home were broken and they said they would fix them but we’ve attempted calling over 50 times with no response. Do not recommend this company to anyone when we paid large amounts of money and can’t even get a call back after they had told us they would resolve the issue.

Avoid SunRun/Vivint Solar - will avoid repairing damage

I've had a roof leak causing water damage to my ceiling since Dec 2021 (over 3 months now). Customer service reps are not able to get the Install team to take ownership and repair the leak. I'm sure mold is starting to form at this point. I've emailed to request tickets with no luck. You'll see a repeating theme across 1 star reviews where the company does not remedy issues/damages. New Mexico's Attorney General sued Vivint for Deceptive Practices and settled in 2021; California probably needs to do the same. https://www.abqjournal.com/2391289/settlement-could-curb-practices.html The Vivint (now SunRun) CEO's email is: david.bywater@vivint.com For California, you can file complaints with the Contractors Board: https://www2.cslb.ca.gov/OnlineServices/ConstructionComplaint/ComplaintFormProcess.aspx

Terrible experience with Sunrun

Our solar system was installed in August 2021. As of April 11, 2022, our system is still not operational. No one from Sunrun is able to resolve the issue including the “engineers/technicians” that work there. It has been over 8 months and we are still waiting to get our system online and operational. If you’re in Texas and reading my reviews, do yourself a favor and give your business to Tesla solar or Eastex solar. My neighbors are very happy with their systems from those 2 companies. Those people know what they’re doing and can get your system online and operational in 1 month. I regret giving Sunrun my business! Avoid Sunrun at all cost!

Worst service

This is worst company. I leave messages and text but my rep doesn't call back or respond. I have to keep calling their customer service line and bc they have phone number assigned to the rep so it keeps going directly to her. I have to call from unknown number to get through. System has not been working for 4 months and can't get hold of anyone, ridiculous. I didn't spent money to go through pain.

The worst customer service company I have ever delt with.

I have had Sunrun for 6 years now, from the very beginning the customer service was painful to deal with. Zero follow through, zero communication and very pushy and rude on the rare occasion you can get a human on the line. In November my inverter went down, they never noticed but I could tell from the sound it was making and of course my increasing normal electric bill. Took several weeks to get anyone out to tell me it was a bad inverter. Now 4 and a half months later there is still a bad inverter and I am fed up with them. I want their system off my house. But I can't even get one of there awful employees to contact me back to get that accomplished. I would never recommend Sunrun to anyone. I wish I could leave less than one star! Do not use this company! Do not use this company! Do not use!!!

Customer Service

God forbid you need to speaker to a person! We had a billing issue that we wanted to resolve, but were put on hold multiple times for over 2 hours (no one ever answered). Left numerous message with no return call. Sunrun’s customer service is below zero!

HORRIBLE

I would not recommend sunrun to anyone. We signed the sunrun contract with 119$ per month for our solar panels. We ended up receiving a phone call from the loan company to go over our monthly loan bill. The loan contract was completely different than what we agreed upon with sunrun. The loan ended up being 134$ per month. I explained to the loan company we didn’t agree upon this. Our sunrun salesman ended up sending us over a loan contract that had a greater apr % than what we agreed upon and didn’t tell us. He didn’t bring it to out attention at all. I reached out to him and he said “we have a few months to correct this”. I ended up reaching out sunrun customer service and they said they can no longer help us being that the payment went to the loan company already. I would not recommend sunrun to anyone. The customer service is absolutely horrible.

Fraudulent inducement

We are strong supporters of the current administration’s push for renewable energy and solar. So we purchased solar panels from this company as they promised us not only the panels, but a Tesla Power Wall as well. So excited about the Power Wall (Big Tesla fans too!) that the rep promised, that we cleared out our basement making room for it. Cost about 16 hundred to clear out, haul away and upgrade panel. Even showed their tech, per their instruction, as to the best spot for it. Upgraded our panel in anticipation for the Power Wall. Guess what? Almost 2 years later - no Power Wall. The initial rep, totally unscrupulous, making a pitch about the Power Wall only to reel us in. The signed contract thrown out because no Power Wall. Tried to get the guy on the phone but he would only text. Then he got short and curt with me basically saying too bad, no power wall for you. Finally, he turned me over to his regional manager which has been a SLOW WALK from Hell. Every excuse known to man has been used to exasperate us and wear down our persistence. Soooooooo sloooooooow and all intentional to get us to go away and give up. Beyond annoying. All I say is yes, we believe in solar in spite of this company’s shady business practices. Highly recommend DON’T use them and do your research. Heard they are re-organizing and will probably change their name. If you can, go with Tesla.

Nightmare

8 months for the flawed installation- which was sub contracted out to Freedom Forever … hundreds of broken tile; trash and nuts/ bolts left on the roof … then came the rains and multiple leaks. After all that, Sunrun determined that the entire 4200 sf roof need to be replaced (which they had inspected and approved pre-installation). After 18 months of production, it died in December of 2021. When the bills started to roll in early February, I brought this to their attention and they indicated that they had no technicians available so would contact Freedom Forever for service. FF indicated that they couldn’t get a technician out to service it until March 14th. I waited all day - no show. Today is March 26. I’ve logged 5 calls this week - 3 to Sunrun and left 2 messages for FF. Nothing - still no service date. The worst service experience I’ve ever had to endure.

Sorry they took over my contract

I originally had my solar installed by Vivint and, despite kind of suspecting I got ripped off in terms of installation costs, I was happy with my solar system and the savings that I enjoyed. But then Sunrun took over Vivint's contracts about a year before I needed to replace my roof. Vivint had committed to taking down and reinstalling my panels for about $500 when the time came for a roof replacement. Sunrun is now telling me that it'll cost $170/panel- or $3400 for my 20 panel system. Given that the cost for a new solar panel is only about $300 each, I think this price is completely unreasonable. I also felt that their customer service when I called was frustrating. The person barely understood anything I said and it was painfully obvious that they were reading a script. There was no chance of personalized care and I would probably have been better off navigating a phone menu. Sunrun's system maintenance is beneath contempt. My system hasn't been able to report status to their office for months and they haven't done anything about it. They don't even seem to care. How do they know I'm not having an issue with my system? There's no way for them to know. Do get solar panels. It's totally worth it, and it'll pay for itself. Don't get solar panels from Sunrun. When I sell my house this spring and I'm looking for a company to install panels on my new home, I won't even consider them.

Do not under any circumstance use this company

This is the biggest scam ive ever been involved in. Filled with empty promises, and an empty bank account. My system was apperently down for months and not a word from the company. I still got a bill every month till winter hit and i noticed something off. Come to find out half my panels were not working and the were charging me an "estimated production" cost. So they charged me for electricity i didnt recieve or use meanwhile i had to still pay my electric company on top of that. They never said a word or made a phone call about my panels not working just sat back and collect free money that i worked for. Once i finally got a hold of someone it took forever to get them to come fix it, again still charging me every month. I had to threaten a lawyer just to get compensation for the months i over paid since my system wasnt working. I still did not recieve full compensation and because i have a lease i cant get rid of the panels. Total rip off company DO NOT GO SOLAR ITS A SCAM AND THEY WILL TRAP YOU AND TAKE YOUR MONEY!!!