Sunrun Inc.

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!!!

Horrible Service

I had solar put on 8 months ago. Took 5 months to get it running. Now I am being billed by Sunrun and the utility company for the full amount of usage. Both meters are running at the same time. Sunrun will not answer my emails or my calls. Like many of you, when you do get through it is someone from India who cannot speak clearly. They also see to be reading off a script and constantly repeat themselves. I have reach out to the salesman who sold me this package of BS. He now is not returning my calls. They are taking money out of my account every month, but not providing me with an invoice. I was told that their invoice software has issues. I am so angry that I allowed them to put solar on my roof. Will be taking further action with the horrible company.

Horrible Customer Care...Never get it!! Negative Stars!!!

1. Had to wait 3 months for a tech to respond to look at our roof leak. 2. They closed the case, without any clarifications given to us. 3. Have to wait 2 hours to get a supervisor on phone. 4. Once they realize its the same customer, that you previously couldn't answer their questions, the supervisor hangs up on you. 5. No one has answers, not the agent who picks up the phone, not the supervisors!!! Basically No help! Worst company to deal with. Saw the reply from Sunrun to other reviews, stating please call the customer care.... for what to wait on hold for another 3 hours?????

SCAM- do not buy

This is a SCAM. We were told by this company that we will get 26% of the solar panel cost back from the government on our tax return, which is ($8,000) After filing tax, we saw that Fedral owe us $8000 but we did not get it. Later we realized that if we owe money to the Fedral on our tax, the Fedral will forgive that money up to 8,000$ But if we do not owe money to the Fedral in our tax , so we will not get any money back from the Fedral. ( So WE LOST THE $8,000) Is it a SCAM ? We will get a lawyer. Solar sun never explained that.

Horrible experience

We've had our panels for almost a year now & they're still NOT turned on. When Eversource was scheduled to come out, not long after installation- they denied them & didn't let them past inspection. They told us that Sunrun had done the wiring completely wrong and would need to fix everything, for it to be able to pass inspection. We called & emailed every person we had contact with at Sunrun to try to get them out here. They never returned our calls or emails and left us for over 6 months, with no explanation or call backs. Horrible customer service!!!! If we knew how terrible this was going to be, we would've never had these installed. We bought a new house and thought panels were an awesome idea, to save cost and instead all we've had was a headache from this. They don't respond, care about their customers & don't even apologize for the faulty wiring job that didn't past inspection. I WOULD NOT RECOMMEND THIS COMPANY TO ANYONE. If I could give 0 stars instead of 1, I would.

Disatisfied customer

My system has been down for almost 8 months they do not fix or let me cancel but they still charge me please read your contract they never answer the phone and they do is somebody on India that can barely understand I am very frustrated hope I never signed up with them

Deceptive business practices

Their contract states they guarantee your system will produce the wattage promised, and you get 20 years of maintenance, but in the small print, the contract states that if it doesn't the contractual wattage, instead of repairing it, they give you 0.06 cents for every kilowatt it doesn't produce, every 2 years. Which basically means if my system quit working totally, all they would have to do is send me a check every 2 years at 0.06 a watt. I know this for a fact because my system went down and though I contacted them several times, no one showed up to repair it for 2 months, but they continuously made sure my payment was made for the lease. Since I've had the system and I leased it, so I would have the comfort of knowing they maintain it, I have not seen a single employee come and clean or maintain it. You cannot not sue them per your contract, you have to go through arbitration…. In San Francisco and according to the lawyer I contacted, YOU have to pay the Arbitrators hours of research at $400 an hour. I’ve complained numerous times that my system is not producing what I was promised in my contract, but I have been ignored. It also took them 6 months to install it, even though I have called Pima County and talk to the construction permit division, they wanted to make sure I have chosen lease, not what Sunsolar had filed as I was buying them. They even screwed up that paperwork. If you request, I will have no problem sending a copy of my contract. Stay far, far away from Sunsolar.

Horrific, dishonest, difficult

SunRun sold Solar Panels to my aging mother, who in addition to not having the mental facility to agree to a legal agreement which would stretch several decades, did not have the legal authority to have panels installed on her property. When my mother passed away and I took control of dealing with SunRun, I found them impossible to deal with. As others have mentioned, cancelling autopay then not sending a bill for months, not transferring a credit that was attached to my mother's account when she passed away, suing her estate for the entire cost of the solar panels when she died even though the family had kept her account current. Just a nightmare. Most concerningly the neighbors have reported that Sunrun has had workers over at the property and on the roof without having notified us as property owners, received permission, and have subsequently denied having had anyone on site. Run, do not walk, away from this company. *and no, I will not be calling you because your autoreply message has asked me to.

Horrible experience

(9months to have it installed and pass city inspections. I was promised it was going to be done in 12weeks. I was also sold on professional and full texh,installer and online support all of that is a lie. I have had to chase down installing company for city inspections and after almost 9months and finally passing city inspections. It turns out their monitoring system is not working properly and measuring energy output. No one from this company contacted me regarding this issue. So much for professional tech support and it has been close to a month. I don’t believe this will ever run properly and I feel I’m stuck with this company and empty promises. I guess next I will be contacting state agency that monitors this. I would not recommend this company. I feel was sold a lemon.

BAIT AND SWITCH

I am severely displeased with Sunrun and the sales people they employ. I indicated that I was interested in getting solar while taking advantage of the Costco promotion several times throughout our communications. During the months that I considered Solar my salesperson inundated me with calls and texts to follow up and sell me solar. I was shopping around looking for the best value and most affordable solar panels, to which my sales person promised as an added bonus that he would throw in an additional $1000 gift card to "sweeten the deal" in addition to other incentives promised. Eventually after he wore me down I truly entrusted my sales person's word and that he would hold up his end of the bargain. We planed the initial installation which I received 2 separate visits of Sunrun employees assessing whether installation was doable or not. Neither communicated with with the previous employee where they left off, nor had my salesperson communicated that they would need to come into my house even though I mentioned that I work late at night and therefore sleep later into the morning. Finally came the day of installation to which I communicated to my salesperson again that I sleep late so I couldn't have them coming into my home. I was assured that would be the case, unfortunately to my surprise he did not convey this message. They were very loud in their installation and I was not able to go back to sleep after being woken up while they worked. After installation they shut off my power, they tripped a wire and blew out my heat pump in the middle of winter leaving me without heating for my home. Again my sales person promised they would cover the cost of repairing my heater, which I have never been reimbursed for. Fast forward to my solar system being installed and I am patiently awaiting my incentives that were promised to me. I contacted my salesperson, I receive no response to my request. I was passed onto a "project coordinator" that knew nothing of the incentives promised to me. I follow up and got passed on to another project coordinator. At this point I am beginning to get extremely frustrated and contact my sales person who at first could not stop contacting me, but when I needed him was no where to be found. After not hearing from him for 3 months!!! All of the incentives and tax rebate information I needed he miraculously was no longer knowledgeable about. Furthermore, the Costco incentive I mentioned I was interested in from the beginning, I was informed i wasn't eligible for because my sales person filed the wrong paperwork for me. Whether it was out of malice (perhaps getting a bigger commission for not going through Costco) or sheer ineptitude they have noting to rectify their mistake. My sales person said that the Costco promotion was discontinued despite having spoken to a Costco representative saying that it has been ongoing, uninterrupted during the time I was seeking to get my solar installation. Needless to say, I highly recommend you either go directly with Costco Sunrun representative to mitigate confusion or support a smaller Solar installer, as the large the company like Sunrun are less likely to enact or keep their promises. I am in conversation with journalist at the moment to make a national publication documenting the companies false claims. If nothing else arises from this I am already prepared to start taking legal action in the coming days.

Mr. Richardson

Had system installed August of 2021. After many phone calls to the useless customer service, many e-mails and texts too...no one cares that my system is not operable. Who runs a company like this. Has to be a scam! Sunrun probably gets credit from Feds after system is installed but nut running. Then they leave the customer hanging with a system that doesn't function. I'm in contact with Better Business Bureau, IRS and FBI as this is a case of fraud. Warn anyone you know....stay away from this company!!!!!!

Liars

SunRun has reps that lie to get you into a sell. They lied to my mom and told her that she will get $8000 back by the government if she signs a lease with them. You only get the tax incentive if you purchase the panels. Bunch of liars! Don’t go with them!

No care for customers

Going through support is a nightmare. The companies inverter went out on our system, and it took 3 months to get a tech out to fix it, once the tech came out and replaced the inverter, we still haven't been able to get power generated through the system. Going on 2 weeks of waiting for they system to come back up and start generating power. Support try to be helpful, but they are just there to act as a deterrent and push customers away.

Long on promises, short on performance

In late summer, 2020, we met with two representatives of Sun Run/Legacy Power. Solar panels and inverters were installed in Sept 2020. We were advised that our monthly lease cost of $82 would provide 109 percent of the power we had been consuming. Our bills from Oct 2020 to date have ranged from $7-8 per month to nearly $100 in late summer 2021. This is hardly the cost savings shared with us by your sales representatives. We have been requesting feedback from your sales representatives and customer service without any response. Thank you Lawrence Fetkenhauer

Not good company at all

My Solar request May 2020 and now almost 2 years and still not connected. Run away from this company !!!!!

Bad all around

Funny how I read they want us to call Customer service but as I’m writing this I’ve been on hold for over 32 minutes. I’ve been dealing with Sunrun for a year now and still the project is not complete. I have been handed off to 4 different coordinators and they are all hard to get ahold of, EVER! After 33 minutes I now am waiting for a manager to call me back. Person on the phone said 1 to 2 hrs. Who wants to bet I never receive that call? If I could have seen I The future I would have NEVER have used Sunrun. My biggest fear is that this relationship has just begun. I Pray things get better.

Absolutely Terrible!!!!!!! Please stay away!!!

Hello All, To everyone that see's this please stay away from sun run. I have not seen any changes in my light bill at all. I signed up and got wrapped up in this terrible program. They even damaged my roof and did not want to except responsibility for it. I have called Customer service and that was a waste of time. they do not stand behind any of their work. All they have done is LIE LIE LIE. Please people stay away. If I can find away to get out I will. Salesperson just told me lies from the beginning. I should have stayed away from this!!! Please everyone stay away from this.

Nobody returns your calls

I started the process of getting solar in February 2021. I had to deal with multiple delays because of scheduling issues and permit signoff all because of Sunrun mistakes. The installation itself was spread out of months because the team could not finish the job in one day and was "busy" with other jobs for 3 months after. They even left a pile of wood on my lawn killing the grass. When the builders finally came back they had new wood and acknowledged that this should not have been left there. After finally getting solar turned on and the Authority to operate form National Grid in October 2021 the paperwork Sunrun submitted was not complete. I have been calling on a weekly basis and elevating my issue to any manager i can get ahold of but as of 7 March 2022 i still have not received any net metering deductions on my electric bill and have to pay both Sunrun and National Grid full bill. Everytime I talk to someone they say "3 to 5 business days to get back to me" and they NEVER call back. once I do get ahold of someone after calling multiple times they assure me the issue will be resolved and i will receive a status update form my project lead (IT NEVER HAPPENS). 4 of my neighbors all got solar after me and i told them NOT to use Sunrun. they are all operational with no issues. while i am still here waiting. DO NOT USE SUNRUN. GO WITH ANYONE ELSE.

Bad company Sunrun to deal with

Sunrun don’t stand behind there promise, always give you run around when calling the customer service; my concern is my solar batteries that has been out of service since July 2021 until now there’s only one working out of the 3 batteries installed no follow up with them as far as when I’m getting the batteries that has been order since last year. My electric bills are higher now compare from the time my house never have a solar installed.Sunrun ripping off peoples by not providing the power i need paying them monthly lease since they turn on my solar,

This company has been a complete nightmare to deal with. In December 2021 we noticed a leak in our Living room so we called a roofer who fixed it short term and said the causes is due to the panels. So I called Sunrun and they sent out a technician who long story short said that only 1 of the leaks was caused to their panels. After 2 additional techs coming out they somehow concluded the case had been closed…without actually fixing anything??! It’s been 3 months so far and we’re going crazy dealing with them. Trust me run far away from this company!

Never got my #Sunrun refer a friend" payment, use to with Vivint

Gotten the SunRun around trying to get a referral payment for a friend who has had solar for 5 months. Our friend told the sales rep Ton we referred him! Even added it to the website as instructed, Customer service can't help after calling them multiple times, Referral dept. won't call back, everyone seems to have a short term memory. Polite Persistence will get you nowhere here!

I am sorry for myself & Costco for choosing them as "Preffered"

If it was possible I would give no star but in order to post my review I chose one star. The sole reason I chose them was Costco, and now I am so sorry for myself and for Costco for choosing these crooks as "PREFERRED"! Five months after installation of the solar panels, we are still waiting to use solar electricity. The people who work there are a bunch of irresponsible, unprofessional rude people (specially first contact Randal Butler) who ignore my calls and emails. I just blame this to financing company who paid them for an undone job, so they feel free to treat us as they like! I am pretty sure they will write an automatic response asking me to call Customer Care and discuss with them the issue. This is also just a BS because I contacted them several times with no result. My recommendation to you is before signing a contract with them just think twice, and better stay away from these crooks. And I also recommend Costco to think about their reputation before going into partnership with a company like SunRun!

Terrible Customer support

First of all, if I can give a NEGATIVE 5-star rating I will. Here is a summary of my issues with Sunrun since I bought a house in October 2021 that had a sunrun system installed on it. I am having several problems with Sunrun solar: this claim is for billing issuesonly Issue 1: My sun run account still shows that I have had a $128 overdue payment since November even though payment was made on time. I took picture evidence of the website showing the payment was submitted, my credit card account showing the funds withdrawn and a follow-up email from Sunrun confirming the payment was made. After all that I am still receiving emails from the Sunrun collection system that I have overdue payments. Issue 2: The other issue I haveis with how Sunrun is managing the account, I received an email for a $5 overdue payment even though the account on thewebsite is showing a negative balance (the account has been overpaid) and that's because of how they mismanage theaccount. The account mismanagement can also be seen in the irregular billing cycle. I called and emailed Sunrun 15-20times and every time a customer service representative gives me a different issue and a different answer. Every time I get aninvoice there is a different account number from the month prior, I can't really track which is my account. Issue 3- it is worth mentioning that after I bought the house that had their system installed on it and during the transfer process when sunrun transferred the account to me, I had a written confirmation from them that it is only one account. Sunrun changed that after I signed the transfer and are showing 2 accounts under my name and they keep changing the account numbers, I can't really tell which are my accounts and if I am paying bills for other accounts because of their negligence

Fraudulent

Run from this company. They lie and have no customer service! I am so mad that they tricked me into getting solar! I wish I had seen the poor reviews. I hate them.

Worst decision ever!!

After much debate we agreed and had solar installed rep promised bills would be 70% lower never more then 40$ a month. Biggest lie !! I know pay double a regular electric bill plus the solar bill. I have called and emailed numerous times never getting and response. I'm thinking of hiring an attorney this is all a scam Sunrun is running.