Sunrun Inc.

The worst customer service experience

I made the mistake to contract with SunRun the panels installation and roof repair. And it is the worst experience I had in a long time. 1/ The roof contractor damaged my AC unit and doesn’t want to pay for the repairs. 2/The SunRun sales person stop answering my calls and messages the day I signed the documents. 3/ Few months later my roof started to leak and SunRun who has a contractual obligation with me under a 5 year warranty on my roof as not pick up my calls and doesn’t provide a solution. 4/ I call every day and the Case Resolution manager Rafael Hernandez is always busy and never returns my calls. 5/ Calling to the customer service line is the most frustrating experience and they never provide a solution. Now I had to cover the additional expenses to repair my AC unit and the roof leaks and up to this point SunRun just doesn’t pick up the phone to provide a solution. I just hope that whomever reads this review thinks twice before enter in a 25y contact with SunRun.

Customer service designed to give no resolution

I am currently attempting to sell my home. So, I call Sunrun to determine my options. I am told that I cannot take the solar system off the house because "we have a lease contract", that I can either "pay in full" or "buyout". Pay in full sounded like a good option, but that ended up not working because "there is a contract" and I cannot simply pay for the entire years services and not want the services, no waiver available that would allow me to say Sunrun would not be held responsible for the services from here out. Nothing. So, I went with the only option that was left. I paid the buyout amount. $7 higher than the pay in full option, btw. So, now, I am trying to get paperwork showing that I have paid in full and can not get through to my "transfer service coordinator". You guessed it, 3 to 5 days for him to get back with me. Guess what isn't happening. That's right, no return call even after multiple messages on multiple days. So, I call the customer service line and am told that the office is closed even though I am calling during business hours. So, I go on line and use the "live chat". They tell me that they cannot do anything for me that I MUST talk to my transfer service coordinator but that they will leave a message to call me "urgently" with him. Nothing, absolutely nothing from the company, the transfer service coordinator, or their email. Yes, I have even emailed the info@sunrun.com and servicetransfers@sunrun.com and all I have received from them are automated emails. I would definitely NOT recommend doing business with this company.

THE WORST CUSTOMER SERVICE EVER!

AVOID! AVOID! AVOID! AVOID DOING BUSINESS WITH SUNRUN! THEY SENT A LINK STATING I HAVE COMPLETED THE APPLICATION ONLY TO HAVE ONE OF THE TEAM MANAGER (KELY TO BE EXACT) SAY THAT I HAVE NOT COMPLETED THE APPLICATION AND THEN PROCEEDED TO SEND A NOT WORKING LINK MULTIPLE TIMES. I HAVE NEVER EXPERIENCED SUCH RUDE AND UNHELPFUL COSTUMER SERVICE! AFTER MAKING NUMEROUS CALLS AND REACHING OUT TO MORE THAN ONE PERSON, THEY HAVE YET TO ADDRESS MY CONCERNS AND RESOLVE ANY ISSUE. I WOULD GIVE THEM NO STARS IF I COULD! SAVE YOUR TIME AND AND HASSEL WITH SUNRUN LOCATION IN STOCKTON.

Want to remove panels

Installed solar panels April 2021. Quick install is the only thing that went well. End of June I am being told that PG&E is backed up. This is why we have not gone live just yet with the new panels. I reached out to PG knee and they said that at the beginning of June they reached back out via email to the contractor stating that the wrong forms were filed and Vivint has not responded. When we started this project we were 200 projected true-up and by the time we finished and we’re alive we were 900 projected true up. I called emailed requested management to reach back out to me to discuss and have never received any phone calls or email by any manager. Installed and April finally went live during August. 120 days to go live on solar miss the entire summer. And increased my true up almost $800. I requested to have the solar panels pulled off and no one would entertain my conversation or respond to emails.

Poorest Customer Service Ever

Stay away from this company. Their is zero customer service. I'll spare the details because the issues are many. Bottom line they didn't provide what was agreed upon and won't answer my concerns when I call. I am EXTREMELY disappointed.

Go with literally any other company before Sunrun

Recently bought a new house and was not provided an option on solar companies. Unfortunately, that meant I now have to deal with Sunrun. Panels were installed prior to our move-in late June. They gave us the wrong information for getting them associated with our PG&E account so nearly two months later we finally started generating solar. So large true-up charges accumulated and massive PG&E bills since it was summer. Finally up and running and Sunrun tells us almost immediately that the panels are only producing at about 50% capacity. Great! FOUR MONTHS later, they finally send an email letting us know they've contracted with a third party for maintenance and we'll be called to schedule an appointment. Nope, that didn't happen. Called Sunrun and got the company's number so I had to call them directly to schedule. They come out, only reset the system and say it's 100%. Shockingly, it wasn't. Tried calling back and am told that they tried to reach the company and couldn't get through but left messages. So I called the third party back directly and was told they severed ties with Sunrun as of the day the tech came out because Sunrun sucks so much! Now I had to call Sunrun to tell them that the company no longer works with them (something maybe they should already be aware of!?!?) and to get us an appointment with someone else. Now we're waiting yet again for some unknown third party to call us to schedule. We'll see if the issue ever gets fixed or if I'll just keep paying higher energy bills, accumulating true-up charges, all while paying for the panels themselves. Avoid this company like the plague. My parents used them too and have had nothing but issues.

I wish i could have a ZERO here!!

BAIT AND SWITCH!!!!! BEWARE!!!!! The sale person Sabrina Rahman, LIED to get the sale. They will tell you that you will not have a utility bill and that you will only pay a low price a month to get the system on your roof and then you will receive a bill from them and your utility company for TWICE!!!! what you pay now!!! DO NOT USE THIS COMPANY!!!!!! HORRIABLE!!!!!! If they come to your house RECORD every word that they say!!!! THEY LIE!!!!!!

Terrible Customer Experience

Its not shocking to see the ratings and comments associated with Sunrun because they have earned this reputation based on my recent experience. My system was just installed by Sunrun in July. Living in Texas and having a house with no shade, I was told that the system would provide 106 percent of my power. Since installation, I not even come close to this. I requested a review by Sunrun to see if my system was functioning properly with the interfaces especially the grid which in Texas is a mess. To my shock, they wanted me to pay $190 for this inspection. I declined this and the customer care manager said there was nothing else that could happen to solve my issues. This team was a mess from the start. There was never an attempt to take care of me or the situation and truthfully, I have zero confidence, trust, or faith that anything will be resolved. I have used APEX Solar in the past and they are wonderful! Do yourself a favor and NEVER use Sunrun. Use a smaller company instead.

Awful, awful company

We had a salesman come to our door and swear he could save us money. He presented a proposal from Sunrun and it was a good rate for us, locked in for 25 years. We signed the contract and they did a roof assessment. When the final design came back, Sunrun said they had to raise the rates to something that was not at all beneficial to us. The panels would be installed by Freedom Forever who was charging them too much. Now, since they are raising our rates, we are permitted to cancel the contract. Out of nowhere, they are charging us a $3,000 cancellation fee after telling me repeatedly there would be no fee to cancel before the panels were installed. They lied about rates. They lied about fees. Despicable business practices.

Horrible customer service

Once you sign the contract with sunrun, their customer service is awful. The first time one of our inverters went out it took over 4 months to get it replaced. Another inverter has gone out and it's been 4 months and we have yet to be contacted. We have sat on hold for over an hour to have the call disconnected, have sent emails and have even replied to their survey of our recent customer service experience that we have not been contacted, yet. I would definitely not recommend sunrun. We have had three inverters fail in the 3 years we've had them have had horrible service with two replacements and mediocre service when the first one went out-which happened the first day it was fired up.

This is a CHEATING company!

I bought a new build house with Richmond American, and signed a 20 lease agreement of $81.46/month with Sunrun. At the time I signed the agreement, the Sunrun told me in order to get the $7.5 auto pay discount I need to give them my credit card, so I put my credit card on file. But at the first bill they automatically charged $101.85 on my credit instead of $81.46. I keep calling their customer service, their customer service keep telling me that they need their manager to approve it. every time they told me that I should get the answer in 3 days, but almost one month past, I keep called at least 5 times. Until now, I still haven't got the answer! Everything is so clear! my lease agreement is on line, Sunrun can see the agreement, I can see it online too! Why they don't want to correct the mistake? Even more, one of their customer service called Eduardo keep arguing with me that I didn't give them my checking account, so they couldn't give me the $7.5 discount. But on my lease agreement it states that I could either give my checking account or my credit card, otherwise, why they charged me on my credit card? I am very frustrated with this!

Atrocious Customer Service

Like many customers on this thread, I recently bought a home with PAID solar with the system installed by SunRun. Repeated attempts to transfer the system (after providing Grant Deed to the property and Articles of Organization for the business that owns the property) have gone unanswered. When we finally DID get a response from Customer Transfer Department, they listed the wrong address and released personal information to me on the customer from the wrong address who owned it (e-mail, account number and details of the system). I can see the response coming; "Oh no, we are so sorry" or "Thank you for your feedback" or contact customerservice @sunrun.com. The company hides behind it's e-mail and phone systems. Response in 24 hours? Nope... 3-5 days? Nope... I visited the San Diego office at 6370 Nancy Ridge Dr. Ste 108-109, SD, Ca and nobody home, empty building, no personnel and no furniture. What does that tell you people??? It's damn near 2022 and to deal with this type of service (or lack of) is absolutely ridiculous and intolerable. So don't bother referring me to customerservice @sunrun.com because there IS NO CUSTOMER SERVICE! This case will be legally elevated without a doubt. Companies that employ these practices are a stain on our economy and business environment. Do I have your attention?

Terrible follow through

We have been trying to get our panels removed for a home addition for over two months. We keep getting the run around with no definitive answers. This is absolutely ridiculous and horrible customer service.

Look Elsewhere

The communication with Vivint has been horrible. I’ve had my panels installed for over 17 weeks now and still NOT powered on. Our sales rep has ghosted us numerous times and no one seems to know what’s going on with our project…. Or care! Horrible follow up and extremely disappointing. NOT looking forward to being a customer once we’re powered on now that we’re stuck in this long term contract. The company needs to stop preying on new customers and focus on customer service for the accounts that you’ve already entered into contract with. I would NOT recommend Vivint to anyone and am disappointed that we were duped into thinking we’d be taken care of as customers.

Awful Experience

Totally dysfunctional customer service. Just bought a house w a SunRun PPA lease agreement. Can't get questions answered, no outreach from their customer service person (assigned to me), no response when I reach out. What an awful experience to get an introduction to this company. In order to NOT deal w these folks again, I am trying to buy out the lease... think about that: I am willing to write a check to get rid of this vendor. Word of advice to all prospective customers - find another solar provider to deal with. These guys are the worst. Don't take my word for it - read the other reviews. wow!

Horrible customer service

I had a complete system failure five months ago and was told the system needs to be replaced. We have been getting the runaround ever since!!! Not one single person has reached out to us about the status of the system and the repairs needed. We have called and emailed numerous times only to get BS from “customer service”. To this day still no calls or updates. Still paying monthly lease and no hope in sight!!!

If I could give it a Negative 30 I would

I'm simply appauld at the service with installations. I signed my contact March 17th 2021 and it is literally no Oct 22nd and my solar system is still not up!? I'm not blaming the sales people, they could only sell the service and products but the entire installation and service process! Complete BS and lack of communication. I have NO Idea how these yahoo's are still in business with the BS support they have. I know recently these two companies merged Vivint and Sunrun but Holy Crap what a sham! SUN RRRRRRRRUN away !!!

Completely misleading and no support

Sunrun has cost me over a thousand dollars extra a year in electricity and there’s no end in sight. It started day one when Sunrun inaccurately assessed my yearly energy usage by pulling data from a previous year and not taking into account the fact that we now work from home although I explained this to them. They said they would reevaluate production after a year and add panels as necessary. This was a bold faced lie. I just got off the phone with customer care and they said they can't add panels to an already existing system. They might be able to add a new system, but that depends on the city. So now my system is producing 60% of my usage. They of course claim it is 101% because they are using previous year's usage. Sunrun refuses to make any adjustments. They state they are unable to reevaluate my yearly electricity needs. Due to the “contract” you sign at the beginning, they make it clear that their hands are tied and you are a slave to whatever unfortunate circumstance you find yourself in down the road. My advise, do your research and don’t assume that they have your best interest in mind.

STAY AWAY

I do not even have my system installed yet and I'm fed up with this company. This company is quick to get you to sign a contract and drags its feet with completing their obligation on the contract. Since March 2021, I have been trying to get solar installed and have encountered numerous delays all caused by Sunrun representatives that do not know how to communicate. I recommend the entire company go back to kindergarten and learn how to talk to other people. Today I experienced another delay. They perform work that is far below expectations. I will be seeking legal counsel for the thousands of dollars of damage caused to my property from their construction crew. I also have reason to believe they severely oversold me on the system. Screw you Sunrun. NO ONE USE THIS COMPANY. ANY OTHER COMPANY WOULD BE BETTER THIS THAN PIECE OF S***.

Horrible COMPANY

I m not happy with the company, panels are not producing as i was told . I am still paying the solar company and pepco my utility co. now recently i m having a issue that wires near solar panels some critters have chewed on it, they said i need critter guard but they will only pay 50%. I am not happy with the decision they should take care of it fully. I have asked several times but no answers yet. what happened if all wire are chewed and they will end up replacing all.

Worst Service I have ever received

This company suck!!! This has been the worst company to do business with. First Thayer put me with a rep that wouldn’t call me back about getting the system transferred into my name because I purchased the house with it. Then I finally got a hold of her; she put me on hold for a hour and hung up. Didn’t call me back and no response. I send that email to the support team and I didn’t here back from them for 28 days. Then when I did get a email back it say they could help me. I then kept calling and finally got it worked out so I thought it was over. No, they never turned the panels on and when they did I found out they not working right. I been trying to get somebody out to my house for months and still nothing. They are the worst company and anybody reading this stay away.

No response

So, a lady sells her house to my mom just months after signing on to a lease with Vivint. The panels were installed, but for some reason, they were not turned on. Since my mom downsized into a smaller house, she was not sure how her monthly bills were going to be. After receiving her electric bills, it was about half of what she use to pay in her previous house. We contacted Vivint to modify the lease so that it would be beneficial to my mom. After many phone tagging, we were able to negotiate something. Well, it's now October 2021 and still not turned on. She bought the house in May 2019. Meanwhile, Sunrun has taken over Vivint. So, the panels have been on the house for 3 years without service. Something fishy going on. They probably figured out that it was going to cost Sunrun more money to turn it on.

The absolute worst company I have ever had to deal with!!!!

I, like many others, inherited the solar panel system when I bought the home. The panels were not producing power and the technicians came out twice. They finally realized that the panels were not working and they had been recalled. My panels have not been working for 5 months and they continue to charge the monthly lease fee for USELESS panels. Someone from Sunrun reached out to me through email and offered me a credit of $319.00 for 5 months!!!! WHAT A JOKE! The best part is that they want me to sign a document releasing a bunch of people associated with Sunrun from ALL LIABILITY!!! If only I was that stupid! They refuse to answer my question on when are my panels being replaced? I am going to seek legal action. I’m done! Stay away from this company!

Great product. Horrible service

A horrible service provided by Bruno and the sales manager(Bruno) and team on the organization and completion of this project. I truly wish we didn't use this company as it took over a year to complete after scaling back and altering the size of the work.

Unresponsive, TERRIBLE Company-DO NOT USE

I have had a damaged roof since April 15th 2021. I filed an insurance claim, found roofers, and contacted Sunrun about removal and reinstallation of my panels. That process began on July 22nd. I was contacted by email by Tre Miller out of Colorado and was told that I would be contacted within 7 days. Nothing. On August 4th I contacted Tre again, btw, no one actually answers a phone. I left a voicemail and received an email with the Field Supervisor Kyllan Smith's name and contact info and again told he would follow up with me in 7 days. Nothing. I called Tre and Kyllan, even emailed repeatedly with no response until The Field Supervisors outgoing message stated he no longer worked in scheduling and to call their Customer Service line. That was September 7th, 2021. So, I contacted customer service, who spoke with someone in scheduling and was again told my case would be expedited and I would be contacted in 7 days. Nothing. I called again September 27th and this time demanded a cancellation because I no longer want anything to do with this company. I was told that it would be noted on my account and that I would be contacted in 3-5 days. Tooday is October 12th, 2021 and I have yet to hear a thing. Meanwhile, my roof continues to deteriorate, and they have sent my account to collections. The WORST part is that I am at their mercy for removal because it states in the contract that if you have anyone not contracted by sunrun interact with the panels in any way, the company can try to collect damages!!! I've filled a complaint with the BBB and contacted a lawyer because this is ridiculous. NEVER, NEVER, make the mistake of trusting this company. I've had the panels for 3 years and this is my first and LAST issue with this untrustworthy company.