Sunrun Inc.

Irma & Efrain

This is scam.. we had install my solar panels 6 years ago .. first 2 years we had so much problem with my electricity bill .. then this pass December 2021 we had leak in my roof so we call this people.. they sent a inspector to see what was the problem .. then this inspector told us that my roof was not a candidate for solar panels .. no one told us this before they came 6 years ago and installed solar panels .. now they don’t want to take a responsibility to fix my roof .. their excuse is my roof is old .. this is a BS.. so please if anyone want to contact me for taking a legal matter please will do ..!!

Vivint customer originally and was taken over by Sunrun1

Have a perfect payment history with Vivint since I had system installed in 2015. Billing was transferred to Sunrun in November 2021 and no payments were made as my information was never transferred to Sunrun with prepay and contact information. Realized I have not received a bill in months and logged into Vivint only to realize Sunrun now owns my system and past due for months. No contact or payment information was transferred when transition happened. Was sent to Sunrun collections as that is the first in my life that has ever happened. No call or email or mail was ever sent to me about the transition or payment delays. Customer service indicated that the transition to Sunrun may have been the issue and was unable to void any late fees this may have caused. I did reset my contact information and submitted a payment, also updated my auto pay. So due to the lack of Sunrun responsibility to transfer the data, I am stuck paying the late fee’s as they did not waive them and also having my acct go into collections.

Started without permit, left with hole in house for over a month

My partner and I signed on with Sun Run in hopes of saving money on our electric bill and doing our part to go green. The gentleman who sold us on the plan was friendly and great. We were excited to get started, which is where we encountered one problem after another. The start date was pushed back multiple times from early December 2021 through the end of February. When SunRun came to install the necessary electrical box, they did so without securing a permit from SDGE and the work was put on hold. Meanwhile, our home has had a large hole exposed to the elements for well over a month. They had attempted to cover it with duct tape, but that peeled off weeks ago. We tried calling to get someone to fix it, even though I had offered to cover it myself. No luck whatsoever. And the woman we have been working with, Janine Dupois, has failed to follow through on her promises to fix these problems. Additionally, questions go unanswered and our concerns are never eased, and this is the beginning of a 25-year contract. We are currently looking to cancel the contract because we have no faith in Sun Run to follow through on their word or get the work done. I would highly advise you to look elsewhere for your solar needs considering how awful our experience has been.

Disappointed

Signed on with Sunrun Nov 2021. My electric company estimated I would pay $2400 in 2022. I'll pay $1950 additionally I may or may not owe my electric company. What appears to be a minimal savings, in my opinion is not worth being tied up in a 25 year lease. Much like my first marriage, can't wait for this to be over. I had talked to a sales rep from another company about 2 years ago who was very forthright with me and admitted he would not be able to save me money

Thieves

Sunrun is a company full of liars and thieves. They sell underperforming under powered systems at an overpriced rate, steal your money through escalation clauses, don't stand by their materials and have the worst customer service I've ever encountered. My system was broken for 2 months, they lied to me about it's functionality, then let it stay broken while charging me monthly until I threatened to take them to arbitration, at which point they fixed the system and still refuse to refund any of the money they stole from me.

BEST ADVICE EVER -- Do NOT contract with this company!!!

SO DISGUSTED!!! I don't even want to give a Star Rating at all. It has been almost a week now since the fire department was here to disconnect the SunRun system from our main panel as a result of a burning/arcing connection. We, too, have not had any luck in speaking with anyone after MULTIPLE calls all week! Similar to a previous review, we have paid religiously on our account since it was installed about 4 years ago. It is unconscionable that we have not even received a courtesy call. We are very lucky that we were at home. Rather, we (and, even our neighbors a few doors away) could smell the burning and immediately called 911 so there was not more damage. I suspect, we will also be contacting an attorney.

Horrible service and follow up

I've had nothing but problems from the beginning of my installation, sloppy work, left things in a mess and never came back to clean things up after multiple complaints. The final straw was about a week ago I had to go check something in my breaker box (which supposedly SunRun had to upgrade) and I found out they had actually put in the wrong breakers! I then had an electrician come out and tell me I've been very lucky nothing has caught on fire. I have spent the last 3 days (about 3-4 hours)trying to get someone to speak with me on the phone only to be put on hold and eventually be told I would be called back (which still has never happened. Looks like at this point my recourse will be to contact an attorney.

Lack of energy in some points of the house

I did a big investment on solar and battery equipment last year. The quality on this project was terrible taking about efficiency and clean job Instalation. As up today I have no energy in some electrical outlets in the house. I did a claim about 8 months ago and the customer service department ignored my emails an phone calls. I do not recommend this company. In fact the bad job has been reflecting on the stock value which coming down from $80 dlls to almost $24 dlls per share.

Consistent Ghosting and No Response from Company

SunRun started exceptional, but then due to disagreements/misunderstandings from the scope of the project they started to ghost me. They sold me the system Oct. 21, Feb. 22 and our system is still offline. I can not get anyone to respond to me at this point.

Worst After Service Customer Support

I have had solar with Sunrun for over 5 years, always paying in time with autopay. But then started to have problems with the system and home appliances having “power failure” issues. As soon as the solar system was turned off, problem is gone. Turn on solar again, problems return within minutes. Already burnt a garage fridge and a expensive Samsung laundry machine. Called Sunrun and did nothing for 2 months. When I stopped the autopay that’s when they finally started contacting. But never solved the problem and I have been for 9 months with no solar, my account on collections and they want me to pay $1,400 “due balance” before they can do anything to fix the system. I’m buying the power the system produces, I’m not even leasing their system and they GUARANTEE power production or to provide credit for the extra power paid to SDGE. But they just froze my system, have not done anything and have been nothing but rude after waiting hours and hours on the phone trying to talk to them. I’m about to call another company and ask them to remove the system and install a new one with another company. Sunrun told me they will sue me for $40,000 for the system value. But still, even when the system has been down for 9 months, they have billed me for every month and now in collections and they not even attempting to fix the system unless I pay for the 9 months the system has produced NOTHING. If you can, stay out of reach from this crappy company. If anyone know a group where to become a member and fight together against this company, please let me know if. Alonso L.

Sunrun

Installed in July 2021 and couldn’t get it up and running until September 2021. Had multiple techs come out about 6 times since it was up and running due to issues with it not working properly and something not working right. On the 6th visit for problems a few weeks ago we had a tech who was finally able to troubleshoot and fix the issue. He said Sunrun installed an incorrect major part of the original install which is why it hasn’t worked properly since day of original install. Long story short we’ve been paying on a solar loan since last summer and haven’t even had solar up and running correctly with the right parts so the system can actually work properly and we can finally get some relief in electric bill. Customer service still hasn’t called us back in weeks. I proactively called and was on and off hold for 45 minutes and they offered me $50 for the concern and then changed it to $75 in same breath. This has been a crappy experience and our solar has never worked properly since install. We’ve had zero benefit since last July of having 20+ panels and a garage back up battery, very disappointing. Customer service is horrible. Find another company. Costco should not be having their name attached to this company.

Do not buy, if you do you will be sorry!

I regret ever signing up for Sunrun. The system is inefficient for the size of my house. It took over 0ne year just to get the outdoor outlet working. The batteries has failed in less than one year and it has been over 6 months and still not replaced. Also multiple inverters has failed. Whom ever designed the system did not know what they was doing. I should have had 40 panels installed, only 30 was installed. At time of installation, we had 13 people living in my house, now only 4 and my electric bill is higher now than before the system was installed.

Do not get involved with SunRun/Vivint solar providers

In all fairness my experience with SunRun actually started with Vivint Solar. To start with I was sold my power purchase agreement by a door to door salesman. He told me that on top of me saving money on my monthly utility bills I would also receive a refund check from the power company for surplus electricity that is sold back, that never happened, have not received any checks. The first issue that I had was right at the install, the technicians from that Vivint installed the system were having problems "finding roof rafters" they said that their bolts weren't getting tight and asked me what dimension my rafters were? The house was recently built and has 2"x10" roof rafters which should be more that adequate to hold the bolts for the mounts. They were unable to do the install that day and needed to return another day with an engineer to asses what the problem was. Finally the system was installed, however a section of my aluminum fascia was damaged by that crew and needed to be replaced. I honestly have to say the installation did look very sloppy especially where they mounted the meter and boxes on the side of my home. They used conduit that really didn't match and fittings that were mismatched as well, they also used way to much caulk to fill in holes that they made. As far as monthly savings, that I can say is something that has been true compared to the utility company. The system was installed approx 2016, in July of 2021 we noticed water leaking into our bathroom which we traced back to the location of one of the mounting points of the solar on the roof. We immediately contacted Vivint and they did arrange for a crew to come out to look at the situation. The crew did find that the leak was in fact coming from their mount, which they removed, repaired and reinstalled. While that crew was there we actually found several other areas where water was leaking in through the roof and staining the plywood on the roof. That crew told me that they could not make any additional repairs that day due to scheduling but they informed me that they would make a report and someone would call me back to schedule another visit and also advised me that they would recommend a full panel removal so that they could inspect and repair any additional leaks. I never heard back from anyone , so about 10 weeks later I attempted to contact them and that's when the nightmare really begins. I couldn't get anyone on the phone, emails were returned saying that I needed to submit a damage claim which I did several times. I was told I would receive calls from "supervisors" from the damage resolution department. It took several phone calls to even talk to someone, one call they even told me that I would have to pay them to remove the panels. The attempts to get this resolved went on and on. Finally they did make arrangements for a crew to come out. It was actually the same crew that was originally came out. That visit happened somewhere between halloween and thanksgiving 2021. When they arrived they were expecting all of the panels to be removed, they were not, and that crew did not do any work but did contact a "supervisor" to let them know that the panels needed to be removed so that they could do the necessary repair work. Before leaving they told me someone would contact me to schedule the removal and once the removal was done they would schedule another repair appointment. No body ever called, I finally tracked down the install/removal department and was able to set up an appointment for removal which was originally January 12, 2022, however it was moved up to December 30, 2021. The removal went smoothly, and they stacked and wrapped the panels on a pallet in my yard. Shortly after they did call to schedule the "repair" appointment for January 13 2022. I was told that all of the delays and miscommunication was due to the fact that Vivint was sold or taken over by SunRun. So all of the repair issues that I have had are in my eyes due to SunRun's lack of customer service and generally not caring what goes on to your home as long as the power and cash keeps flowing to them. So on January 13 2022 a single technician came out and on arriving he went up in the attic, I showed him the locations of the leaks, he didn't take any photos, any measurements at all. He went on the roof , was up and down in probably less than 20 min and said he was all done. He said he didn't remove any mounts but he fixed the leaks. Ok, my assumption was that he saw the leaks weren't from the mounts and fixed them. After he left I never heard from anyone from SunRun to come back and reinstall the panels. Yesterday was February 7 2021 and it was raining so I went in my attic to see if any water was still leaking , the first spot that I went to was clearly wet and it hadn't rained for a while and that location was very close to my furnace so it would have dried out from January 12 when the last technician made his "repairs". That night I phoned the same number that I had for the panel removal and was given a persons email that was handling my case. I emailed that person explaining everything and request a phone call back to get this resolved. I received an email the next day that she was not in charge of repairs and gave me another phone number. She didn't offer to assist me or forward my email or contact anyone on my behalf to get this resolved, just "here you go, call them, not my problem". So here it is almost 8 months after contacting them and I still have water leaks, stained plywood on my roof, a stack of solar panels in my yard and they couldn't care less. You may save money going solar but the customer service from SunRun is absolutely the worst, they don't care and they really don't care that they don't care

Horrible company!!

This company has the absolute worst customer service I have ever had. They will not return phone calls. It took me two months to try and schedule them to remove the panels long enough to have our roof replaced, calling and emailing weekly. I had to reschedule the roofers twice, and they charged almost $4,000.00 to remove and reinstall. It took getting the Better Business Bureau involved for them to come. I am now fighting with them over the loose wires hanging over my sidewalk to be moved. If I had it to do over again, I would never have left them in the door. I can not say enough about this company to say STEER CLEAR!!!

Salesman will flat out lie repeatedly

Door to door salesman misrepresented the Power Purchase Agreement, claiming that customer would not be responsible for excess energy used, and that Sunrun would pay the yearly bill. This is completely untrue, and when I called them on it and showed them the proposed contract, they wanted to blame everything on me. Sunrun might be a decent company, but their sales reps are outright crooked, and will say anything to get you under contract. I would not believe anything they say.

Multi Phone Call with no Messages

We just started looking at Solar. Did the option to find out pricing and gave a time to call us. They now call two to three times a day and dont ever leave a message. Caller ID shows the call is from customer service #786-567-5937. 1st, they should call during the time we requested (they called during my work hours) 2nd if they would have ONCE just left a message i wont have been so mad. I called customer service @ above and told them to remove me from call list, if they cant leave a message as to whom to call back i didnt want their calls. They said they took me off, we will see.

After a year + 3 salesmen our Solar System isn't saving us $

The first salesman said a lot of things to sell us a package, including that he'd get part of the roof replaced and replace the electrical panel. We decided to move forward with 26 panels and a back up battery (which was described as a storage of energy but it's really not the way they have it set up it's just a glorified $10,000 generator). Then they tried to take the roof replacement away and the panel. It took me almost a full year of BS before they finally added it back on. Then the 2nd salesmen told me I was sold TOO MANY PANELS and I didn't need 26 panels. He took us down to 18 panels stating the old salesman was ripping us off. Okay. We said. How did we know that this 2nd salesman was also ripping us off by underselling the package so that once the system was installed it wouldn't produce enough energy, we'd still have a major electric bill every month and running $1000+ in energy bills a year to Edison after spending $30,000 on a new system. When we called shocked about our bill, they told us the system was probably too small and we'd have to buy a second system. Not that they could add more panels the way it should have been done at beginning but we'd have to buy a second system. It's a total scam and I'd LOVE to go after them for it as I doubt I'm the only one with this issue. Underselling systems to sell more systems later is genius. In the end, we also had to wait 3 months to get switched over and paid $400 summer edison bills while paying the payment on our solar package loan. It was costing us over $650 a month for several months after install. They never reimbursed or did anything for that. They are the worst company do not do business with them. They'll change the story to suit them. Several people who work for them have told us wildly different things, including how the system actually works. Even in repairs, one tech said the back up battery hadn't been working and that's why our bills were so high and then the next guy said that wasn't true. It's insane.

surprised at inefficiency

For a company that only does solar, I'm shocked at how inefficient they are. We started the process of getting solar panels installed in July '21. It is now February '22 and we still do not have them up and running. They came and installed the solar panels on the roof, but DID NOT GET THE REQUIRED INSPECTION DONE. They said all they needed to do was take pictures of the new roof. However, when the inspector came to look at the final work, they were told that because Sunrun did not get the required inspection approval for the roof, they need to get someone back out to approve that. If they don't accept the "pictures" taken by Sunrun, then Sunrun will have to REMOVE ALL OF THE PANELS AND ROOF TILES AGAIN to get the roof inspected. Really ridiculous. And to top it off, we are already making payments on a system that is not even working.

Horrible experience

Do not use them to save your life. They drop the ball at every step. Took almost 6 months to get panels up and running. It was not a pge and problem. Lack of communication when the messed. Promises not fulfilled. Do not let them get panels on your roof than it’s too late.

Billing

I regret ever signing up for sunrun. So far it took months to activate then I was over charged. In the past two months I have been notified two different times that I did not pay my bills and once time was from their collections department when I fact I paid on time. Then they want proof from me even though they should have it on file. I have to waste my valuable time either calling them and or texting them proof because their billing department sucks and don’t know what they are doing. I am so sick of them and wish I had never signed up.

Horrible customer service experience

My inverters have been in error mode since April 2021. SUNRUN has replaced one, called on the other today and they don’t even have a claim open. Isn’t Sunrun’s responsibility to monitor our systems? They obviously don’t care if our systems are under performing and our tru-up is $1,500 more then last year. I have been a customer since 2014…an existing customer has no value for sunrun, sunrun just wants to get bigger and bigger. I wish someone would bring up a class action suit against this company, perhaps someone from sunrun would care then.

STAY AWAY !

This is by far the WORST customer service I have EVER experienced. In a nutshell, I have spent over a month and countless hours on the phone with the customer service agents, and I still have not gotten a clear answer from any agent or supervisor regarding hidden charges on my bill. Every single time I call, the agent opens up a case and tells me that a case manager will be in touch with me within 3-5 business days. I have gotten this response 4 times so far, and have not received ONE SINGLE phone call from any supervisor. I am always the one that has to call back to check on the status of the case and when I do call back, they tell me that the case has been closed with no resolution or explanation. Their system One of the supervisors even sent me tax Table that I was later told was outdated. I have yet to be provided with an updated table, yet they are still charging me more than agreed. Beware, this is a big SCAM and this company will get your money and not answer any questions whatsoever about your billing concerns. They will continue to charge you whatever they want without an explanation. I STRONGLY suggest staying away from this company and their horrible costumer service.

Unfit for Solar

The Sales, Customer Service, Installation team are not well coordinated. Its mere waste of time. Not sure why Costco listed Sunrun - they should immediately take out Sunrun. Sunrun team doesnt work well and make sure panels are installed and worked properly. It just generates 2Kwh per day and its worthless system. They dont even address issues on time. Quality of standards is very poor. Dont dare to invest your hard earned money with Sunrun

RUN AWAY!

TERRIBLE BILLING- MUST ENROLL IN AUTO-PAY OR PAY 5.00 MONTH SERVICE CHARGE. RIDICULOUS. THEY DO NOT EVEN EMAIL MONTHLY BILLS. STUCK WITH THIS COMPANY NOW SINCE VIVINT SOLAR WAS BOUGHT OUT.

THIS COMPANY IS THE WORST I CAME HOME FRIDAY FROM WORK NO.POWER CALL THE COMPANY THEY TOLD ME TO CALL PGE I DID THEY CAME OUT AT 8PM THAT NIGHT IT WAS NOT THERE ISSUES ITS A SUNRUN ISSUE CALLED THEM BACK. THEY SAID IT'S GOING TO BE 3-5 BUSINESS DAYS YESTERDAY I FOUND OUR IT WON'T BE UNTIL THIS SAT 9 DAYS I HAVE NO POWER I HAVE TO WORK ON MONDAY NO HOT WATER I CAN'T COOK MY FOOD IS RUINED I HAD TO SEND MY FAMILY MEMBER TO A FRIEND SHE ON OXGEN I asked to speak to a supervisor NOTHING THIS COMPANY DOES NOT CATER TO THERE CUSTOMERS THERE HORRIBLE I WILL NEVER RECOMMEND THEM TO ANYONE I WILL BE CALLING CORPORATE IN THE MORNING