Sunrun Inc.

Buyer Beware — don’t do Sunrun!!!

It’s really bad. Their customer service is so poor and these panels are constantly having issues. I live in a 1100 sq foot home and just got a $200 power bill from Xcel and I have Sunrun! And I’ve never been able to ale advantage of their guarantee nor have I ever seen a credit from the power companies. It’s going to take me probably hours of calls to sort this out. Sunrun was the worst decision I’ve ever made. These people are criminal!

The best at nothing

If you thought going solar was going to save you money and help the Earth stop and read this review. Let's start off with a small matters and work ourself up to the big ones if you thought by getting customer service on the phone that would resolve your issue you would be wrong they only care about rushing you off of it. If you look forward to spending more time on the phone with customer service then actually enjoying a product then sign right up for this is the company you need. They have expert the way of getting you to call in. If you thought by telling them hey I got equipment falling off the side of my house will pump them to urgently send someone out it would be wrong that will require at least three more phone calls. Last but not least if you love absolutely love thrown away thousands of dollars to a company that's going to treat you like crap than this is absolutely the best company on the marketplace.

Terrible billing

I noticed others are having the same issues as me!! My systems were part of the buyout from Vivint Solar. Never had ANY billing issues with Vivint. First month with Sunrun, I receive a notice from their collections department that one of my systems was delinquent on payment. I have autopay enabled for both my systems, but only one was delinquent. I went onto my sunrun account and they only show 1 account when I have 2 and the collections account isn’t listed. I called customer service and explained it to them. After 15mins of searching the Rep found my other account which was in collections!!! Both my accounts have been on auto pay since we signed up with Vivint over 7yrs ago. Never a billing issue… I have excellent credit and I shouldn’t have to be going there all this work to pay my bill!!

System not working for 4 Months!

So first of all, I used to be with another Solar Provider (they make cars too) and whenever my system even hiccuped, I had a call within hours telling me my system needed attention. They even called and upgraded the panels when there was a problem with the array. THAT SAID! My system went down early October 2021, and guess when I found out? When my APS Bill was higher than expected. I had to call and let SunRun know that my system was down. Then, after a week or two I called back to see when it would get fixed, and was told to call SunRuns 3rd Party installer, who in turn said that I had to call SunRun because they were waiting for SunRun to provide the replacement inverter. So I called SunRun again, and was given Margeritas Arondondos name and email for an update. Know what she told me? If you do I would like to know because she has not returned a single email to me.... I keep getting told by the 1st line customer service personnel that the Inverter I need is on back order. That makes no sense to me unless SunRun has stopped installing all new systems using this style of inverter. And if that is the case, then a different inverter should be spec'd out and installed. I leased solar to save on my electric bills, especially through the summer - every day that my system is down I am loosing credits with APS. Channel 3 "3 On Your Side" is my next phone call........

Sunrun company is a total JOKE!

Find another company if you are looking for solar! Sunrun took over my Vivint contract. Never had a problem with Vivint. Only had problems since Sunrun has been in charge. Or should I say supposed to be in charge. Service and customer service is basically non functioning! I have never been so frustrated with a utility company in my life. I have not had a functioning system since beginning of December and still fighting with company to solve their issue. They are supposed to monitor system and let me know when it needs service. I have made so many phone calls, chat sessions, emails, etc., etc., with no resolution, only to be put on hold over and over again for hours. Tired of hearing how frustrated I am and they are trying to help me. Obviously, NOT THE CASE! I have heard SORRY over and over again :( It seems funny to me that I have to live by a contract and do my part and SUNRUN doesn't. Not wasting my time anymore answering surveys about how they did. Obvious no one reads them, again very sad asking me to do this and waste my time. A one star review is not accurate, as it should give you the option of less than!

THE LEFT HAND DOESN'T KNOW WHAT THE RIGHT HAND IS DOING

AVOID this company at all costs! When you have a problem AND YOU WILL, they do not get back to you. You can show them written proof from your bank/credit card records that you paid and they will still demand payment. They will put basically a lien on your house and it will costs you up to over $30,000 to remove the panels if you want to sell your home to someone who doesn't want the panels. They don't return messages on the most common, basic questions and are forever at getting back to you if you leave a message. RIDICULOUS, incompetent and I would say criminal behavior. One more time.....do NOT use this company!!!

A nightmare

PLEASE READ IF YOU ARE CONSIDERING SUN RUN. I was introduced to Sun Run through Costco while in Home Depo. I have always trusted vendors that operate through these two companies as being thoroughly vetted. The salesman we met with told my family, "We may not be the cheapest, but we will make up for it with superior customer service ." My experience with Sun Run has been a nightmare. I built a brand-new home and hired Sun Run. The initial install was quoted for half a day. The crew was here for three, and when they left, they had only completed a partial install. The team blamed Sun Run for not supplying them with the necessary parts to complete the installation. An installation crew member explained that he was instructed to "make it work" with what they have. This resulted in the crew cutting untreated 2X4 slats in my driveway to secure solar panels. When the team left, I inspected what I could see from a neighboring lot. It is evident that some of the panels were diagonal and not in line with the others. I climbed a ladder to gain a closer look and found that three panels were not installed at all and were, in fact, just sitting on my roof. I retrieved one without getting on the roof but contacted Sun Run about the other two. It took two days before someone came out to inspect my complaint. These unsecured panels could have blown off at any time and injured someone. I submitted my findings to Sun Run, and they attempted damage control by sending a crew out unannounced. I only knew of their existence because I heard someone on my roof. By the time I confronted the crew, they had removed the two unsecured panels and filled the bed of a truck half full of broken tiles retrieved from the roof. The crew asked permission to enter my attic space to inspect the work of the previous crew. I allowed on the condition that they did not take any tools to cover up mistakes made by the last crew. While they were up there, they unplugged my security system. I can only guess they were hoping this would disable recording; however, this only disabled me from accessing the recordings remotely. Locally everything was still being stored. After seeing the wood and unsecured panels, I decided to hire a third-party home inspection company. What they found was beyond incompetence on Sun Run's behalf. After I submitted my finding, Sun Run sent another crew out. The gentleman who came out told me that he has been with Sun Run for 14 years, and mine was the worst install he has ever seen. We worked out an agreement that Sun Run would hire a nonaffiliated roofer to do any repairs before we continued the solar panel installation. Some days later, it started raining. My roof was full of missing tiles and numerous holes where the original crew attempted to tie into the trusses, missed and left the holes unfilled. My brand-new roof was leaking! I contacted Sun Run through their customer service number because they were ignoring my Emails. Sun Run sent a crew out to replace the missing tiles and stop any leaks. At this time, the crew leader informed me that the install job was unsalvageable. They took down everything the original crew had installed and replaced the broken tiles. They assured me that they would do what they were within the scope of their profession. Then the aforementioned unaffiliated roofer would come and make the repairs. The next day the roofer arrived and spent about an hour before leaving. I contacted Sun Run and asked for the report from the roofer. To this day, they have not given me the report. The solar panels have been stored in my garage for months now. Sun Run started my install in September, and it’s now mid-January. My driveway is permanently stained from the 'make it work" crew, and now I'm having to deal with their legal department because I want to cancel with them. They won't let my family out of the contract because they claim they already installed the same panels stored in my garage. I have filed with the R.O.C, and now I'm trying to warn everyone I can about my experience with Sun Run.

Misleading

I signed a contract with Viviant, who I had a wonderful experience with. My contract was sold to SunRun without me being alerted to this. I found out by looking at my savings account statement and seeing that SunRun had taken money from my account, and I called to see when I was sent an invoice or notification, and they confirmed that they did not. The amount that they are taking out is more than my electric bill would've been without solar panels. I am now stuck in a 20 year contract, and each year the monthly fees will go up. HUGE mistake. HUGE. Just don't

I write this review because I don't want any more people being scam by Sunrun. They are not responsible for their service after they sell me the system! I have to pay for PG and E $1,875 because the system has not worked for many months without notification about that. Now we are struck with the solar system that we don't know when it works or not. Their seller won't answer my call at all.

bad decision, should go with Tesla Solar program

I already waited for 3 months for the inspection, but there is still no progress on the inspection. I wrote many emails to them, but still no progress at all!!! I already started to pay for the system but I still can not use it. This is just a robbery. I wish to give them zero stars for the experience. People who have similar problems should sue this company!

crappy customer service

It's been three months and the solar is still in the house's previous owners name. I've spent hours on the phone with them. Ridiculous.

worst customer service ever

I don't know which office is really handling my case. But my case manager is so slow to my request. I want to make prepayment and I have sent so many emails and calls for this request and still no response from the case manager. The phone could never be reached whenever you call. I don't know how a company could still run his business if they deal customer in such way... Anyway, I will keep sending email and make calls until I resolve this issue. After this contract, I will never buy any products from this company and no recommendations to my friend.

No Customer Service, No Technical Support, Disaster : Run Away

Since last 5 months my system performance has dropped, after multiple ( may be 100s) phone calls I managed to get technicians thrice and they keep going in circles. They have absolutely no idea why system performance dropped to 1/3rd. COSTCO should seriously rethink of ending their relationship with such fraud of a company like Sunrun. You may buy it at your own risk. By the way, when I told their customer service team that I will post a review on their poor service, he laughed and said be my guest, it won't go below the rating where it is. Indeed we all have to give One Star mandatory. What a disaster of a company and wonder how employees take pride in working here. Sad American Corporate Story.

Poor Customer service and practices

My systems were part of the buyout from Vivint Solar. Never had ANY billing issues with Vivint. First month with Sunrun, I receive a notice from their collections department that one of my systems was delinquent on payment. I have autopay enabled for both my systems, but only one they said was delinquent. I called customer service and explained it to them. They confirmed my autopay was enabled, and apologized and took the payment. Next month, same thing. This time the customer service representative explained that the delinquent notice is their way of getting people to update an account if they had bad info on their end. Debit card vs bank and routing numbers. So basically, a guy like me with EXCELLENT credit doesn't need to get notices from a company like this. Fix your issues Sunrun. A solar system is a long term relationship.

Appauling customer service.

7 months ago we contracted Sunrun as the to roof needed to be replaced and needed to have the panels removed and reinstalled. That has still not been done and have several leaks that are now causing several thousand dollars in property damage and now they don't respond at all. I fear we have no other recourse other than legal action. Home owner

Roof leak

From sales to installer, everyone is always good in the beginning. I live in california, rarely get rain fall, one day in december i got rained, and my roof has a leak. Contacted Sunrun solar, they said, "IT has nothing to do with solar", so we are screw. Seriously? Your company did my roof and solar, less than a year ago. How im i paying lease for IT each month, and the roof is not covered? Fraud. Doesn't matter whom does my roof, its all contracted by Your company, you Guys are responsible for IT.

Company is a disaster, customer service is torture chamber

I have had it with this schlock outfit! My system was installed in late May’21, went live in July’21 and it has never worked properly! The so called promise to call within 48 hours of their 24/7 monitoring finding a system malfunction never happened. After the second bill from my utility i called to ask why this was happening and was informed “oh, it takes a few months for the new system to work its way through my utility to get the bill to stop…” But they never stopped, the bills kept coming and actually never went down bc the system was under performing. Now I am paying double for power than before this shit system was put on my roof bc I have to pay the utility to keep the lights on. It turns out The battery was offline until mid October and i was told it was in sleep mode. Techs have made 4 trips out to my house and still no improvement in system output. On Dec 2, a three man crew came out to my house bc it was a “priority” case, they spent most of the day here, commented on terrible shading and questioned placement of panels on my roof bc a large segment of the main panel array was shaded by another part of my roof (I live in a contemporary house). Someone from the “executive escalation committee” called me on 12/20 claiming my situation has been moved to the highest level and I would be getting at least two emails per week on the status of case, my first update email would be received by no later than Thurs, 12/23. As of 12/30 no one has contacted me, nothing has happened. It has been six months of absolutely nothing from customer service, the company is terrible the customer service is terrible. To make matters worse, i referred this POS company to my close friend, who had a system installed by the same team that installed my system literally the day after they completed the installation on my home. The same problem that I am having with my system is going on at her house, gross underperformance vs what was sold to us in the initial presentation and even greater double power bills. I have been advocating on her behalf as well and nothing from customer service! Nothing at all,,, and please spare me the platitudes when SunRun reviews abysmal reviews beneath this, I have called the lame customer service line repeatedly to have inexperienced reps tell me how sorry they are for me and they will do their best blah blah blah, it is useless bc nothing ever gets done. Spare yourself headaches and frustration, stay away from this craptastic company, it should be called SunRunAway’

Very poor service and installation damaged my roof

After 2 scheduled appointments and 2no-shows, and received no calls that they were not coming. The 3rd time they did come and I wish that they had not. My yard was trashed with debris, bolts, brackets and springs, construction trash. They tore up shingles on a brand new roof, after mistakes were made in layout, they drilled dozens of holes through the new roof and the wood below the shingles. They DID NOT MENTION A WORD ABOUT THIS and said everything was perfect. We had our roofer go up just to check and found a disaster. Many brackets were not attached and just left hanging. Large globs of white indoor sealant (on a black roof ( not even roofing sealant!) with broken shingles pushed into it. They walked white sealant all over the roof, squirted sealant into holes that went through the roof into the attic. Customer service is very bad and takes hours to get through. When you do get through people are nice enough, but you can’t trust what they say or promise. I had to get a lawyer. The solar panels save a ton of money, and work very well, but you will lose this and more in roof repairs and damages. Read your contract carefully! There are hidden costs that you need to be aware of! If they need to remove the system from the roof so the roof can be replaced, it will cost you $4,000.00 up front for removal and reinstallation. Do not go with this company.

Reinstall

We had Vivant (now Sunrun) for several years. Had an addition put onto our house. Since JULY I have been calling weekly/bi-weekly to get someone out here to reinstall. After waiting the whole day, the 1st surveyor never showed. A week later a guy came. That was July 22. Continued to call inquiring what is going on. Nov 9th I was told they had to come back out to survey the roof line again. It is now over 6 weeks later and still no appointment yet to get it surveyed again. Was told it will take an additional 4 months to install after the survey. So now it has been 6 months without the use of solar panels and there is no end in sight. Customer service is fine, but they don't have the answers and supervisors/lead agents aren't supplying answers.

Cannot deliver on getting the system running

Sunrun finished the system install on Oct 27th. It is now almost 8weeks later and I keep getting the run around on when the final inspection will happen. I keep getting told me the project coordinator that this the city fault or that now it is SRP's fault. Sunrun has taken zero ownership of this process. Now I am paying for a system that I cannot use. STAY AWAY from Sunrun!

The worst company garbage

This company needs to be investigated by New York’s attorney general this company should be closed down I never signed with place they bought out my company my inverter burnt up in September now December and still waiting. They still take my payment monthly not anymore put a stop at the bank screw them they have until February I will have there panels removed just try and do something your company sucks

Stay Away

I had Sunrun installed in September. I have now paid them over a $1000 a the system has produced know energy. Every time I call they tell me they will get the issues resolved. They are also unable to give me a refund for the last 4 months of payments until the system is fixed. I'm going to be working with a lawyer soon to get the system off of my roof. I can't wait to be done with this company!

BUYER BEWARE: Really bad quality solar panels

The solar panels they use are poor quality. Look at the picts to see how bad my roof looks in the afternoon. I contacted them and over the phone they said my panels must be dirty. They are not, but I cleaned them anyway to prove a point. Then they said "too bad" and can't do anything about how the panels look. I contacted the panel manufacturer and they said it is a design problem with the internal busbars reflecting light. DO NOT USE SUNRUN. Find a company with better quality solar panels.

Worst customer service experience ever!

I have been a customer for over 3 years, and it's been a nightmare! My system went down the first summer and it took over a month to get it back up. It went down AGAIN on 8/11/21. They came out and checked the inverter on 9/20/21, but couldn't replace it until 10/18/21!!! I just compared the output to the last several years, and it's still not putting out what it should. I have a large system that requires a large and a small inverter, so it's putting out a little (the little one is still working), but it never jumped back up, so obviously they didn't fix it, AND they never bothered to check to make sure it was fixed! I have had nothing but problems with customer service, and the system has NEVER covered the cost of the lease. If I had known that I would be spending MORE for my energy than I was paying before I went solar, I never would have gotten it!

dont do it find a different provider

Ive just about had enough of this company and their lack and compassion with customer service. I expressed my concern with a roof leak 2 months ago, solar panels are damaging my entire roof, ive called customer service over 20 times. Sent emails and no response. Bobby S. "In charge of my case" and he supposivly scheduled a tech to come to my house on 11/24 between 8am-11am a tech supposivly arrived at 7am did not knock did not call, and since then i havent heard shit from anyone. I literally want to climb up to my roof and personally hammer these solar panels off my house. This is a nightmare.