Sunrun Inc.

Horrible company

Sunrun is a misleading, fabricating, unprofessional and unresponsive company. The panels they originally installed on my roof were recalled, and the only reason I found out about the recall was after two of the panels nearly burned down my house. I've been without panels for months, while Sunrun continued to bill me, and now I have to seek legal representation to remove hundreds of dollars of charges for invoices when I did not even have service! I've placed over 30 calls to Sunrun in the past four months and never, not once, received a call back.

Service Transfers and System purchase

Like many people on this page I inherited the solar panel lease from the previous homeowners that were 80 and 90 years old. First of all this company had these poor folks agree to lease agreement that only the Devil himself could come up with. That being said that same lease contract was not the first item sent to me by the transfer coordinator. I was sent the docusign agreeing to comply with the lease contract. I requested it and was given the runaround for 2 weeks. I was ready to close on the house before i received the document; oh and was it a comical read. It pretty much said we are liable for little to nothing and here is how much you will pay for our subpar overall service. now i am trying to purchase the system and its been nearly 2 months and it still isn't complete, but i am responsible for paying SunRun the monthly payments while they use delay of action. I cannot understand how this company can continually deceive and delay people and get away with it. I honestly hope this company get their head out of you know where and begin to treat their customers as something more than a monthly payment. that being said they are delaying the purchase of the solar system to me because they stand to make 20K more by not selling it to me and denying me my contractual right. absolutely the worst company that has ever existed, If you plan on getting a solar system and are curious how SunRun is just call customer service for existing customers and enjoy the wait. be wise and learn from us here, stay away from SunRun.

Worst customer service of all time

When I purchased my home, I inherited solar panels run by Sunrun (though I was told it was Vivant). In the past 2 months, I have not been able to contact them. I randomly get emails from them asking for some kind of document to complete the transition, I respond with a question, and I don't hear from them again for a month when they again come demanding a document (and never answer my question). They gave me no information on how the solar works with our electric company. Their phone system leads you through a maze of numbers that ultimately goes nowhere. I'm sure they'll respond to this saying to email them but they have NEVER responded to a single email I've sent. Avoid at all costs if you can!

Worst Customer Care response

As the new home owner I have been working for 3 months to get the solar transferred over to me. I have called the company at least 50 times - they have NEVER called me. Every email sent says they will call within 3-5 business days. they NEVER do. and EVERY call is constantly on hold while they check with the department. As a customer you cannot talk to anyone but the front line and they talk to all the departments and the promise people will call you back and they NEVER CALL BACK! worst customer experience i have ever had!

Absolute Worst Experience!

I have been a Sunrun customer for four years and it’s been a complete nightmare! 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 property (one bedroom apartment) to determine my family needs for a four bedroom house. Since then, every year my panels have only generated about 65% of my energy needs, even though I’m paying for 100% of the price. Despite me calling dozens of times for support over the past couple years, Sunrun refuses to make any adjustments. They state they are unable to add another system, adjust my monthly fees, or 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.

They have the most horrible service on everything.

They took 2 year to complete the process. The made more the 20 inspection but never someone talk to us. They never tell us when they turn our sistem on. They don’t answer the calls. 5 times I have to used my phone, mi husband’s phone and my daughter’s phone to see if they answer and they never answer. The guys who work in costumer service don’t know nothing. I was waiting in the phone for 1 1/2 for they to answer and all the time they have a different answer for the same question. But the way, we the for the whole sistema 88,000 in the first month after we sing the contract. I had to call 4 times to the BBB. It was horrible and still horrible service even now with sonrun.

Horrible Customer Services – worse company ever

If I can give them ZERO stars – I would!!! We bought the house with Sunrun panels. I cannot cancel the contract; I was forced to take over the panels for the rest of the contract which is another 17 years. I literally called 4 times to request to remove solar panels to fix the roof, every time they said they will have the removal team call me….I have waited 2 months. One of the calls I have waited for is more than 2 hours, still, no one pick up the call. Plus, they told me I have to pay $170 for each panel removal and reinstallation. Shouldn’t they inspect the roof condition before they install it? I have reviewed their initial contract, according to their contract the roof condition should last as long as the contract which is 20 years. However, this is not the case and when we purchased our property, the inspector said there are roof leaking indications. Furthermore, people who pick up the call and the live chat are from India, no offense but they don’t understand what’s going on here in the states. A simple request to change of billing address via the live chat literally took them half an hour and the representative told me 3 times, I can add my billing address in the app. I have the client portal but the function is not there. Regardless, I only need to add my billing address, that’s a very simple basic request. NEVER EVER BUY FROM SUNRUN!!!!!!!!

Negative Stars

This would have been a negative star review if I had the choice! After almost 8 months of complaining and stopping to pay their bills, Sunrun technician finally came to examine our system on 9/29/21. Per their customer service, “system was on but was not producing due to a missing grid!” Customer service also confirmed today that “though the technician had the system running, it is still not producing so there is another problem that needs to be fixed!” In the meantime they expect me to pay the past due bills of $900 or they will disconnect my system. If this is not highway rubbery I don’t know what is.

GARBAGE Salesman and customer support

I'm having a horrible experience with my Sunrun salesman Blake F. This guy said everything he needed to sell me, and has only told me lies since. I spent a ton of money with Sunrun, only to feel neglected and tossed aside. Angela Smith and Emma Wood have not been responding to my emails either. I have a damaged ceiling that needs fixed, I'm still waiting on my Visa gift card to apologize for their unprofessional inspection issues, and my brother is now being told that he doesn't qualify for the referral. I'm not happy with Sunrun right now.

The Absolute WORST... do not walk away from them... RUN!!

This company has been the worst nightmare of my life. Currently my system is not sending power to my utility... so my utility is charging me as if I have no solar system. SunRun says they show the system IS producing power so it is not their problem. I have called many times and they refuse to make things right. This was a mess from the beginning. Their installers botched the job and made a mess that they still have not fixed. I've had to report them to the BBB and now I have to see if I can find the money for an attorney.

Their support is horrible

I did not have a choice in choosing SunRun - a solar purchase agreement with them transitioned to me as part of a house sale.

Worst customer service experience of all time.

If I could give them 0 stars, I would. I have had a non-functioning system since June. Despite 5 different phone calls, each lasting over an hour, I have had 0 resolution, no service technician sent out and never actually spoken to a manager or supervisor who was actually handling my case. I will be getting my real estate agent and a lawyer involved.

Absolute garbage of a company

We bought a house with Sunrun panels. That was the beginning of the nightmare. We attempted to transfer the lease to our name. They dragged their feet, messed up the process and then just stopped responding almost costing us the house and delaying our closing date. Fast forward a month later and they STILL HAVENT SET UP OUR ACCOUNT. They lie every time we cal and say “48 hours and the account will be active”. They have said that 8 times now. I want these PANELS GONE.

customer service is non existent. literally

"Your estimated wait time is less than one minute" that was at 930 this morning. 3 hours later I am still waiting for a callback. this on top of an hour and a half yesterday and 4 hours on friday. your own customer service can't even get in touch with the R & R department I having work done and needed 4 panels removed. 2 were taken. I need two more. there is no communication between departments

Worst customer service ever!!!!!!

Battery backup hasn’t worked properly since new, months of calls and services, still broken RUN from this company!!

Shut down my battery and ignored me.

Sunrun turned off my battery because it is involved in a recall. That is fine… but did not tell me they were going to do this. It wasn’t until I had a power outage that I found out. After complaining about the battery, Sunrun said they were going to give me a monthly credit until the battery is replaced. Did not happen. It has been a month… When will I get my battery replaced? I'm currently getting an electric bill at about $100.00 a month because of this issue. Why won’t they respond to me? The reason why I'm rating their customer service so low is that I've asked these questions twice and received an automated response that does not answer my questions. Calling in takes hours... so, I'm not about to do that.

Sunrun took over my panel company and it's a nightmare

I had solar panels installed by Vivint and they were a decent company. They resolved issues and handled repairs properly. Sunrun took over less than a year ago, and it's been nothing but issues since. Their customer service department has ignored multiple service requests that I've submitted, making me call and wait on hold multiple times to get a response. They then mis-schedule appointments, telling me a different time/date than they schedule a technician for. I had technicians tell me they arrived on the 10th at 12pm with no answer because I wasn't home. Sunrun told me to be home on the 13th at 8am, so they claimed I missed my appointment on the 10th! On top of that, they then try to charge me for repairs and maintenance for the solar panels, claiming that issues that were identified from installation are no longer going to be covered. That makes NO sense to me! Why am I paying for issues that are now arising due to issues upon initial installation?

Delayed removal

This company apparently took over Vivint. Experience horrible. I need my panels removed to address a leak on my bed. Took two weeks before I spoke to someone who told me to wait 6 weeks or get a private person. They tell you to call 8336062514, but no one answers or calls you back when you select to call back. I already paid Vivint, and can’t reach anyone to discuss reimbursing me. Horrible, horrible, horrible!

Awful Company

This company has been absolutely horrific to deal with. Not only have the majority of the customer service agents I've spoken with (and there's been many in the short 3 months of owning this home) have been rude and clueless. Their online system doesn't work at all. I'm unable to pay my bill for two months now. I spent over an hour and a half on the phone to pay our bill so it wasn't late and to enroll in autopay option and they disconnected the call after all that time and never called back like they said they would. Autopay isn't coming out of my bank account like it's supposed to so all I see is "unpaid". When I try to ask the company why, they say to reach out to Vivint and give me a number that leads to nowhere. No idea how to work my system (a lease I had no choice but to takeover due to buying a house with solar) and they refused to send out an agent to fix our system when it wasn't working. My solar bills are so high and I have no idea why. I'd do anything to be rid of this company, but there's nothing I can even do about it because they are so incompetent.

Terrible Service In So Many Ways

I signed a contract with this company, and 10 months later, it still is not up and running. Calls are never returned and their partners XO energy are equally inept. Customer Service is non-existent, and now I will need to resort to litigation to have the panels removed and my roof restored since they are seeming unusable.

Worst Company Ever!!! Want Ever get Solar Panels Again! SMH!!

So, I have had these panels for at least 5 years. Now they stated in their contract that I haven't ever seen at all. That I can get them taking off, and someone will get in touch with me. I haven't got a word from anyone. So I got a lawyer on SunRun, it's a shame that a company that goes up every year on panels that are not doing anything for me. They saying I am consuming too much energy that I don't suppose to consume. That is bs, and it doesn't sound right. You all have been going up on my monthly payments that are crazy, you all don't care about people's financial situations at all. Don't buy from this company I just want to be done come get you all panels I wouldn't ever go back to solar at all. Especially when you have to pay 4,000 and up to get panels taking down when you need your roof fixed just BS.

No Customer Service

Production down most of the summer. Have been unable to get a call back or contact them re resolution of energy costs generated by lack of production Hours-long waits, then disconnected after finally getting someone in the Philippines. Sorry 0 stars is not an option. THE WORST!!!!!!!!!!!!!!!!!!

Huge disappointment

Horrible experience. I specifically asked that no piping be visible from the street or I would not be interested. There was no communication of this promise and an actual denial that this was communicated. Unbelievable!!. The installation of roofing and panels was done without a way to make sure this was possible. Now I am waiting for someone to at least paint the pipes. After several calls and promises no one has followed up. I heard from my project manager one time only to introduce himself and was not able to contact him again. I've convinced 3 people so far to go solar but to steer clear of this company. I could not be more disappointed after spending 35K.

THE WORST COMPANY EVER

I am writing this in regard to Sunrun as a whole with no specific office in mind. I highly recommend getting solar panels, but I HIGHLY RECOMMEND NOT GOING WITH SUNRUN. I moved into a home with Sunrun solar panels in May, and I have had nothing but problems. Their customer service makes you sit on hold for hours to just dump your call over to someone else who never fixes your issues. Of the 4 months that I have had solar panels, they have only worked for one month. I have had no production data and I have called the company at least 20 times to fix this issue. When I ever get to speak to a human being, they all tell me that this is a "high priority" call and someone will call me back. No one has ever called me back. Further, they overcharged me twice within 2 weeks due to a transfer issue on their end. This is the worst company ever. If there was an option for 0 stars, I would have chosen that.

The worse company, bad service even worse customer service.

Do not sign a contract with this company you will be paying for service you don’t receive, system always malfunction, horrible customer service, they don’t act on good faith. Do you self a favor, stay way from this company!!!!