Sunrun Inc.

WORST WORST WORST for Vermont

I have had sunrun for 4 years, the first year of which my system didn't work properly or generate what it should have but their fine print made it so I couldn't get any payment credit. My system is 52 panels and required the power company to install a transformer at my main pole for distribution, the sunrun inverters trip all the time so last winter i refused to make a payment until all of the issues where resolved. My system was shut down for non payment and sent to collections which was then written off by the company. My power company found the transformer that was installed was still to small for my output and was upgraded about 9 months from the time I refused to pay. I paid off the past due to get my system turned back on, 4 months later and an average of 500 a month for a power bill and my system still hasn't been turned back on GMP has been assisting with getting sunrun to turn my system back on but still no luck. $42,000 in panels just sitting on my shop roof as an ornament.

Just look at their reviews here

I was a SUNRUN customer. Thank goodness I am no longer. They have owed me $600+ since June 2021. I have been told literally four times that the check is in the mail. They will answer this review with a great big, "Oh no, please let us resolve your issue," but rest assured it's all smoke and mirrors. SUNRUN, please check your records for case # 6541723 and 06504661 before pretend that you want to help. You have dodged me for 5 months. Just send my check.

Terrible Customer Service!

I received an email on October 18,2021 that my solar panels needed servicing...Here it is December 8,2021 and I have had TEN phone calls/ attempts to communicate with someone...and only getting a complete run around!

A no go

Slow on the install and failed the first inspection. Two inverters failed. the first one was fixed quickly. The second one failed in June 2021 and I have spent countless hours with phone text and emails to get it fixed. They say no parts are available by there are systems going up in my neighborhood. So there are parts. I can also find inverters online that may be comparable. I have been charged the monthly rate since then and there has been no service.

Terrible Customer Service

Have been billed for usage service since August 20. System was not turned on until end of October. Bank account was charged for usage while the system was not on and for the last month have been trying to get credits. Customer service horrible. They claim an investigation report is prepared to make the adjustments and I will hear from them. This was a month ago and still on December 2 my account shows no billing information. When I call up again no one knows anything. All I get from them are request for customer satisfaction survey which I complete as being poor!

Beyond horrible experience

Would give 0 stars if I could put system has been under performing for 3 months and they weren’t doing anything about it. This company is the worst in customer service and in its business. Spending hundreds a month for solar panels that don’t do it’s job our bill from Edison is some now even higher than it was before we got these panels installed, and customer service reps hang up on you and just keep going in circles this company is a joke.

Home owner

Do your self a HUGE favor. Have anyone but Sun Run install your solar. I have never had such a frustrating group of people to deal with in my life. And come to find out are the most expensive and worst solar company out there. I had Sun Run install solar on my home in Ventura County and it went perfect. I was contacted by Sun Run here in Visalia got price and promised install date by salesmen, signed contract Aug 10 solar didn't get installed until Oct. in the process there crew while moving around breakers in my mail breaker box, shorted out my oven, and broke the breaker box support bar that keeps the breakers held in place. Ever time they didn't live up to there scheduling commitments, or broke something they were going to reimburse me or send me a $500.00 vise card for my inconvenience. That must have been a chapter in there sales training manual, in the lie to customer section. Well to say the least I have never seen a $500.00 visa card, can't get any updates form any of there so called customer people. I did however get the solar install as I mentioned in Oct and now it's November 30th and have not had a final inspection. as I have found out today Sun Run has not scheduled one with the City of Visalia. I have been told by a receptionist that did finally answer there phone someone would get back to me today with a schedule for inspection, I wont hold my breath. So in closing do not put yourself through the headaches and frustration of dealing with these folks, by all means have solar installed but have it installed by a company that is not full of Sh*t.

RIDICULOUS

I am appalled at this companies customer service. I am a new customer and only had my panels for about 5 months now. From DAY ONE was still receiving a bill from HECO and could not figure out why as we went well over our usage in our calculation on number of panels. Each month my HECO bill gets higher and higher still. Called customer service after a 3 month average and they noted that it seemed we are not putting out even 1/2 the power we should be. How is it that no one within Sun Run noticed this before I called? If I hadn't called would ANYONE even have caught this? The technician comes out and says we have a newer system that he is not familiar with and needs to send out another technician during earlier business hours as this particular model is mainland based. 15 days later no response for a reschedule (while my HECO bill continues to go up and my power efficiency from solar remains < 1/2). I call again to inquire why. Told me they will send out referral to diagnostics team and someone will call me to reschedule in 1-5 business days. How is that even possible that I have to wait AGAIN when this is not my mistake at all? Ask for a supervisor to assist with this complaint and they tell me no one is on duty and I can leave a message!!!!! The audacity. This place will get ZERO stars and referral from me EVERY.

terrible customer service

Called today with my first customer service inquiry after 5 years of no issues. Could not understand, nor hear, the lady on the phone. After half a dozen times of asking the same question, I got half a dozen different answers. I explained there obviously is a language issue here and asked her to please transfer me to another agent - she hung up on me. Not the way to treat a loyal customer: 1. Make me search for a telephone number. 2. Make me wade through another half dozen telephone circuit messages to get to a live person. 3. Have the live person barely understand nor speak English. 4. Hang up with no explanation nor call back. 5. When I returned the call, the new customer service woman stated there is no history of who handled my last call. This is a classic example of intracranial-sphincter inversion.

Missed Reinstallation Dates TWICE!!!

I had my roof replaced, and SUNRUN removed the panels (quickly I might add). I then called for a re-installation date. I was told 27Oct21. They never made it. I was called that morning and told that the crew went to the WRONG ISLAND. Really??? They then made a second appointment for 15Nov21, and they never showed again. This time they said they did not have the CAD drawings (from the manufacturer). Really? They must have had these for the initial installation over 7 years ago (I was not home owner at the time). I can't believe they did not have this CAD drawing in time for the first install. NOW, I can't even get SUNRUN to respond back to me. They say they will get back within 3 business days, and I still have not heard from them.

Bad Customer Service

SUNRUN is the worst of the worst. DO NOT do business with this company. Their customer service is unacceptable, they put me on hold for hours only to come up saying "we do not have any other info, but we will contact you later". They rescheduled my installation to no end! Keep changing their plan, at the very last minute.. . They have no regards for customer time ( I had to take time off from work to wait for their visit, only to find out it has been cancelled at the last moment).. I am crying with frustration, I know they just laugh at this..so sad..

Will overcharge you and then dodge all attempts at resolution

I bought my house with an existing Vivint (now Sunrun) installation at the end of 2020. My December production charge was more than $100 over what the system actually produced. Customer service told me that the system did not report July's production correctly, so the extra charge was an adjustment... for PRODUCTION BEFORE I OWNED THE HOME. It is now November 2021. I have been trying to get this charge corrected for ELEVEN MONTHS. Each month I reach a different person via chat or phone, they transfer me five times, I wait for HOURS ON HOLD. Then either the call ~~mysteriously~~ disconnects, or they never come back from hold, or I get someone who insists they will email me with an update -- and that email of course never arrives. I have wasted dozens of hours of free time trying to get this resolved. Much of the blame is on Vivint, but Sunrun assumed responsibility with their buyout and have done nothing helpful to fix the situation. So beware. They will do everything in their power to avoid fixing billing mistakes. Do you really want to work with a company like that?

Do not refer. They will never pray the bonus

I have been attempting for months to get my referral bonus but they have it so completely screwed up I referred a former friend, her system was installed in May yet the referral was not put in until September, we are no longer friends and she will not confirm the referral, the issue is, I called customer service who fixed the referral problem (they had the wrong person as my referral) and advised after speaking to her supervisor that since the sales person put the referral in, I would not need the confirmation. I then get an email from Johan Bernal saying that I needed the confirmation. I immediately emailed back advising what the customer service person told me, and now silence. I’ve emailed 3 times now and no response They want you to refer, but will do everything in their power not to pay the bonus Let’s not talk about the fact the my system was installed in January. Performed great until the inverter died and it took nearly 2 months to get it fixed. The whole time, I paid them (for a system that wasn’t doing crap) and my electric bill. I’m so annoyed. But had they paid the referral I may not be so upset. But the $400 electric bills and the not honoring the referral bonus has me beyond angry. I’m giving it until 12/1 to receive the referral bonus before I go all over social media and possibly the local news to bring light to how bad this company actually is

WORST COMPANY IN THE INDUSTRY

Was approached by sales in April. I SHOULD HAVE SHUT THE DOOR! From installation my units have not worked I'm paying Sunrun $300.00 per month and APS 300.00+++ per month for units that don't work. They have sent out tecs to fix the units and every time they say they can't fix it for some reason or another, the last tec told me they can't see previous tickets so I told him everything every other tec has said and still couldn't fix the units and would have to send yet another person out to look at the units. So what do we do now? I have filed complaints with anyone and everyone and still nothing. I guess consult an attorney? Why am I paying for something that’s not working? They even went as far as to tell me if I don't pay I will be sent to collections. If I didn't care about my credit, I'd let them.

All sales no service

If you enjoy sales calls day and night but zero service after you've signed then SunRun is the company for you! These guys are relentless in their pursuit of you signing a contract but will literally fall off the face of the earth after installing. It's been months now and SunRun keeps giving us the run around about how things are still in limbo with the city. They won't ever call you back or return calls, it's someone else's job. If you're looking for a solar company, DO NOT USE THIS COMPANY!

Unfinished solar system

The company has the Worst customer service. Have spent the last 2 weeks trying to get ahold of someone on when my solar system will be finished. Repeated promises from customer service that they will call me back and no one calls me back. Repeated emails from my project coordinator that he doesn’t know the status of project, and that he is waiting for someone to call him back. Not even sure what my next step would be. Purchased them through Costco, so hopefully they will help me out. Maybe threaten legal action? But I have currently have a unfinished solar panel system that starting next month will start to be charged for. Worst decision I have ever made going through Sunrun

No warranty service

Last April my first inverter went down. Fixed in July. Second inverter went down right away. Sunrun sends emails telling me it is down and they are sending a technician. I talk to very polite Customer Service. I talk to the contractor they refer it to. I call the technician they tell me to. All talk. I have had huge electric bills for 8 months. But salesmen knock on my door regularly to sell me solar systems! I bought the house 5 years ago with the system already installed. The ludicrous Agreement says Sunrun can “modify or terminate” Service whenever they choose. Really?

Useless

We purchased a new built where we had to either purchase or lease the solar panels. We decided to go with the latter. It’s been 5 months since we’ve moved in and we still don’t have solar power. We’ve been given the run around that they’re waiting for the city’s approval to activate the system. Then come to find out that there’s some issues with the application that was submitted. They have never called to keep us updated it was just us calling them. They gave some lame excuse about the project coordinator’s phone not working that’s why he wasn’t able to reach out. Really? For 5 months? I see sunrun technicians coming around to other homes in my neighborhood that were built after ours. Not once have they come by. At this point I wonder if it’ll ever be up and running. It’s a good thing we are leasing it and haven’t signed any contract.

Worst Company I have ever dealt with

Trying to get a phone call back from this company is a joke. I always have to follow-up and am always given the same run around. Forget trying to speak to a manager. They don't honor their contracts. Their service leaves a lot to be desired.

Terrible

Terrible customer service. Would give 0 out of 5 stars if it were possible. Save yourself a ton of wasted time and heartache - don’t do business with this company.

BEWARE OF SUNRUN

Problem with solar output began approximately the end of May 2021. APS bills climbed for several months. Not being familiar with solar I was't sure how to troubleshoot. (Plus I'm just the tenant paying the electric bills). At the end of September, APS was informative and advised that there was no solar output at all. When landlord finally got in touch with Sunrun (2 weeks later ) they advised that they were aware of the problem. BUT THEY DID NOTHING ABOUT IT! It took another 5 weeks and many calls and e-mails to get the problem fixed. Sunrun told the landlord that they would refund the $$ for the paid electric bills when the system was not working. I did an analysis and showed the system declining functionality in June and July and not working at all in August, Sept and part of October. I paid high electric bills for all of those months. I have estimated that Sunrun owes me a minimum of $300. Once again the landlord is trying to get in touch with Sunrun but they are non responsive. Or, worse, they say they will make contact and then don't. Sunrun is a horrible company with zero customer service practices. They do not stand behind their product. They do not honor their contract. And worst of all they could care less about the customers once the product is installed. There are many solar companies to deal with. DO NOT USE SUNRUN!!!!!

Don't trust Sunrun's "promises"

Sunrun overpromises and underdelivers. Part of the process of shopping for solar is to see how much electrical production each company will deliver and at what price. Sunrun promised that my solar panels would produce a certain level of electiricty for a certain amount of money that was less expensive than other providers. Well, that sure is easy to do when their promises don't represent reality. They didn't come anywhere close to the promised level of electricity production. Then, they promised that they would "make a financial adjustment" to make up for their underproduction. I have it in writing. Gee, guess what? They welched on that, too. What a surprise. They're a totally untrustworthy company.

Poor Customer Service

I had received two phone messages from Sunrun stating that someone would be over to check the solar panels and I was getting zero bill. First they said I had critter damage and would need $3200 worth of guards installed. I requested that someone call or email me at the time but there was never a response. Then my daughter found some Sunrun workers at my house working on my roof without any warning who told me that 16/18 power inverters were faulty and the panels had to be removed from the roof. Once again, I asked for some type of contact from the company but there was never any response. Finally, I was able to speak to a Sunrun representative who was apologetic who said that they would get back to me, but here we are a week later and nothing but radio silence. Now I have 16 panels lying in my yard and the other half of the panels still on the roof with critter guards. Clearly, the reviews are justified for this company.

USELESS as a Customer Service rep

I got a new roof in 2019. Then Sunrun installed my solar panels which I contracted them to do. Truthfully, my electric bill never dropped once the panels were installed. My electric bill still stayed at $160.00, which sets me in to a High State of Pisstivity, but that's not my point right now. Because a bad hail storm hit our neighborhood earlier this year, I now need new shingles. My repeated calls to Sunrun for them to remove my panels so I can get my shingles replaced have been repeatedly ignored by Carla "We don't have a Project Manager for your job. I will get back to you." Nothing happens. This has dragged on for the ENTIRE SUMMER of this YEAR, 2021. It is now getting close to Snow Season here in Colorado. I am MORE THAN DISSATISFIED with Sunrun?? Not only is my electrical bill high, but the company is being UNREASONABLE about removing my panels so I can get a new roof!!! Do NOT use Sunrun, I have rued the day! I have "The Perfect Yard", no trees, nothing to impede the panels from getting sun, yet my bill is still high, AND Sunrun does NOT follow through with their PROMISE about removing and reinstalling the panels when it is deemed NECESSARY due to hail damage on my roof. They are charging my insurance company a pretty penny to remove and reinstall the panels, boy, aren't I the lucky one? I didn't even bend over! And I still pay the monthly payments to Sunrun: $125 or so per month!! Everybody, SAVE YOURSELVES from Carla and from Sunrun. The HASSLE is NOT WORTH IT. FOR SURE!! I cannot tell the kilowatts on my box. The ink has faded, probably because I have good access to the sun! . I think it is 100 KW.

Little if any difference in my electric bill

I was approached by a Sunrun salesperson in Home Depot and I knew they were also working out of Costco, so I figured they were reputable. Well, The whole process was not easy to change to leasing solar panels and the guy, Alan, who is the guy who figures how many panels I would need, seemed helpful. End result.... not enough. I am paying exactly what I would have paid for PSEG and Now I have a Sunrun lease bill on top of that for $112 each month! I called Sunrun... the customer service was not easy to reach and unhelpful. Just asked to see my PSEG statements for past 12 months. And Alan stopped returning my calls and no email response. I have had Sunrun for 2 years. I DO NOT RECOMMEND anyone to use them. I will be contacting Home Depot and Costco this week to be sure they know they are supporting a company that does not deliver what they promise.