Sunrun Inc.

Cancelled Appointment

The appointment was cancelled before the sales rep arrived to my property. Stated that he needed a photo of my back yard. so that he doesn't waste my time. The appointment was for a Saturday at 3 pm. I felt he cancelled my appointment because it was 3 pm on a Saturday. Then when i said I would share my experience on social media and google, I was told I was a "NASTY Person" Which I have all the text message threads from the sale rep. After I contacted customer care service, they informed me the Sale Manager would be contacting, I am still waiting on the contact. The initial call was great, I would hire that lady on the phone who set it all up. But the Sales Rep, I would not let on my property EVER!

Installation of pv and batteries

The crew was very fast in the installation of the pv system. Joseph was very professional when introducing himself and what they were doing.

The technicians are amazing, solar not so much.

I needed a new roof and decided to go with solar while I was at it, but I wish I did my research. I have lost count how many times I have been without solar since I got it. I had a roof leak for at least a year that just got fixed and have gone without solar multiple times during the past year. Customer service is hit or miss if they are helpful. Communication with my case manager could definitely be better and would have probably made this a better experience. The technicians though always show up when they are supposed to and fix the issue or reinstall my solar panels and communicate during the whole process.

Luis Hernandez Robert & SamuelAtlas Crew

Just a short message Luis and his crew have gone beyond my expectations in keeping us informed each step of the way and are great workers and very informative

No Solar Again

My solar panels stopped working in March 2024. A repair person came out in April and told me that the inverter was broken. They came back four weeks later only to inform me that the inverter is discontinued, and they have been trying to get parts for it for months with no success. I called in June and they said they're still trying. I called again today in September and they told me that they can get the inverter, but it will take 10 to 12 weeks so in Sunrun time that will be 16 weeks maybe. It will be a year with no solar, and I'm still paying $163 a month.

Installation

Installation was flawless, the men were respectful, clean and answered questions. Great group of workers.

Awful Customer Service

I've been only 2 months with their solar system and I already had an issue not been solved. I've been trying to communicate with someone that could change the setting of the system. The system is programmed to use the battery at night but, at night I experience outages and when it happens there I no enough energy to power my house defeatingthe purpose of having solar system. I called, emailed, and chatted with no solution. I'm already disappointed with this company.

El proceso se dio como estaba prometido

El proceso se dio como estaba comprometido desde el principio por el consultor de venta; la adecuación de las instalaciones, instalación de los equipos, la supervisión y la puesta en marcha se dieron tal y como se comprometió desde un principio sin haber falsas expectativas en cuanto a tiempo y calidad de los trabajos y equipos.

Team No Limit

Great team, outstanding and excellent. Got home on time and completed the job efficiently, professional and safety.

Sunrun is a scam!

We were forced into an existing sunrun contract when we bought our home. A contract from 2018 was transferred to us with 36 outdated panels. In two years we have spoken to representatives from Sunrun multiple times about the inefficient system on our home. They refuse to give the option of updating it and will not service it since it is producing what the previous owner's contract stipulated. And they DO NOT monitor their systems. We were told if we notice the not producing, we need to call them! Our 1st year true up was $5000 and our 2nd year was $2500 for a moderately sized single story home, no pool, no extravagance. Sunrun has told us they have upgraded panels that would cover our needs with half the panels, but will only offer us a new contract with additional panels. They will not do anything with the nearly 40 panels we currently have. We asked for a buy out quote. They quoted $45000 without any appraisal or documentation of how they reached such an exhorbant number for an outdated, inefficient system. I have emails. At this point, we just want this system off of our home and to never deal with Sunrun again.

Sun Run installation

10/10 as far as I'm concerned

Adam L. And the rest of the crew were very very helpful inputting up the solar panel in my house

Awful Customer Service!

I have had Sunrun for several years on multiple properties and I regret it. I've experienced issues with two inverters going out on different properties and the customer service from their repair team is embarrassing. The first time around, it took four months for them to replace the defective inverter. It would have taken longer had I not reached out to the CEO's office. I had another inverter go out last month and it took 3 weeks just to get a technician to the house. They're telling me it's going to take 2-6 weeks for the inverter to arrive. My system has already been down for 6 weeks and they're telling me it will take 1-5 more weeks to fix. I don't understand why it takes up to 6 weeks to get an inverter when local electricians in my area can get them immediately. Meanwhile my last electric bill was $675. The repair rep only communicates by text and took 5 days and 3 texts for him to last respond. Upper management hasn't responded to me so I reached out to the CEO's office this morning but haven't hear back yet. Go with a local reputable solar company. Sunrun sucks!

SunRun needs to rename themselves SunRun-Around

The sales people were great. My concierge was very knowledgeable and helpful. He walked me through the whole process, came to my house and we discussed how the only area where they cannot put their "outside box" is where we are planning an addition to our home. The sales person and concierge kept in contact with me almost daily via text. The day of the install, the workers were professional and respectful. When they completed work, I looked over their work and saw the "box" in the exact location that I told them the box could not be (due to the future addition). The lead technician apologized, saying that the other location didn't work because the a/c unit in the window was too low for the box to be - they didn't speak to me about this decision to move the location. If they had, I would've told them "NOT THERE!" He then said that moving the box wasn't a big deal - that it was an "easy fix." They'd come back another day to do that since it was the end of their work day. Someone from SunRun Around would call me. I texted my complaint to the sales person and my concierge. Another SunRun Around employee called the next day to set up a date for the inspector to come. I set the date. The sales person texted to say that I signed the plans and allegedly the plans have the box in the location that they put it in. This is untrue. I told her that I was going to cancel the inspection until they moved the box. The inspector couldn't come until the box was moved. The sales person texted back that they would move the box after the inspection. That doesn't make sense to me. Why should the inspector come to inspect work that (as far as I am concerned) is not complete (because they have to move that box)? I refused to allow the inspection and cancelled it. The day of the cancelled inspection, the inspector and SunRun rep came to my house! I couldn't believe it. I refused to allow the inspection. If this is such an easy fix, then they can move the box before the inspection. I am not putting myself in a position to have to chase these people down to move a box which I was told is an "easy fix." I'm going to call SunRun Around tomorrow so they can them take these panels off of my roof. I am going with another company. This is really ridiculous.

Deceptive tactics/ horrible customer service

In November of 2019 I started a contract with Sunrun. Over the course of the years I was still receiving high energy bills. I was told it might take some time for the system to work to where my electric bills would decrease. As the years progressed I was still getting higher electric charges and it didn't make sense. I tried reaching out to SUNRUN and SDGE and still would not get any explanation that made sense. The in Feb 2024 a rep called me and was explaining to me that it was in my best interest to add on panels. She stressed that the electric company was be going to be raising costs dramatically soon and that I should start a new contract to avoid these excess electric costs. I only have three people in my household and have not changed the use of electricity and am still getting a bill from SDGE. Then I was contacted by a rep that was receiving several complaints from clients in my neighborhood about still getting high electric bills and when I explained what my situation I was ignored. No calls back or suggestions on what to do. Why would a company suggest adding an additional system if it was not beneficial. Now I pay more to SUNRUN than I would just having SDGE. The tactics were deceptive and was given false information. At this point I am convinced SUNRUN is a SCAM and it looks like they have done this to other customers as well. It is upsetting and hope no one has to go through what I have.

Double billing

I've had Sunrun panels for 10 years. There were issues when I needed a new roof, the communication was poor and only ultimatums made them do what they were supposed to do. Now the panels are completely useless to me. This summer I built up no KW hours and I'm paying Sunrun for the production and I'm paying PSE&G for usage. My solar production seems to just evaporate. I'm paying both entities full bills for the last 2 months. Calling either doesn't help since their equipment is "working fine". I'm not disconnecting from the grid so the panels are about to go, contract or not. I will never recommend Sunrun, Vivint was good but that's over now.

Worst customer service

Don’t even go near Sunrun. Worst company to first install they will rip you off with no consumption study. I believe they don’t have expertise to get you right equipment configuration for your consumption. Roof study they have 0 knowledge and they will just throw their equipment on customer head to earn money Then the worst part is their customer service no one care/work towards customer issues. For smaller permit they took 65 days plus just to try getting permit and even then no one communicates with customer. Whole management sucks.

No elderly family members safe from this scam!

Looking at the reviews and copy/pasted answer format for & from SunRun is not a surprise because this seems to be just how they operate! If any elderly family members of yours talk about getting solar panels with Sun Run or Freedom Forever get involved IMMEDIATELY! These companies CLEARLY do not care about taking advantage of elderly & disabled adults or those with declining cognition just to make a sale, even when said disabilities prove a "signed deal" should not have happened at all. It has been weeks of going back and forth with these companies and trying to stop my elderly family member from being harassed in regards to a deal they can't remember details on. Shame on ANY company willing to stoop to these levels!!

Poor experience

This is the wurst company to do business with. From the start and trusting the sales rep we have had nothing but trouble. It has been almost a year we signed up for the solar. We opted for ground solar and we got a contract and nothing on there was a true statement. The sales person told us because we are seniors we would not any tax credit for having it and that the state of mass will not let you produce more than you need. We offered to make a pad for the rack and panels but they refused. We told them a better way to lay the wire so they would not disturb any existing underground wiring. Wouldn’t listen to us and ruined the yard, the tree hydrangea. We had to keep calling for the inspector to check it and he denied the approval. Sun run has not come back to fix the issues and want us to sign a new contract when we don’t have a completed job . What a scam this is

Avoid at all costs, incompetent and unresponsive

Sunrun started installing my in March, but it is still not operational 6 months later after multiple installation visits to repair parts of the system and two failed county inspections followed by more repairs. Customer support is equally incompetent, with web chat only with people who know nothing and can do nothing. My advice: avoid under any circumstances.

Poor Support

Our system have issues since June where the backup did not trigger during an outage. Each tech visit has taken a month. First visit in July a communications boards replaced. The system still did not trigger on the next outage. The next tech visit was not available until late Aug where the system was reset with some new communication antennas were added. The system sometimes would not produce and the battery no longer charges to 100%. The last tech had mentioned that to call Sunrun to have the battery replaced. Now after a 20 minute chat about this issue the agent said she could not schedule a new visit and to call the toll free number to talk to the department in charge of the case. Oddly, the agent could not tell me what the O&M department was nor what O&M stood for. The above effectively means the system issue will go on for at least 5 months. Do they really expect people to recommend them with this kind of support?

Unethical company lacking any customer service.

Sunrun's solar system has been broken since July 2024. Several (3) escalation experts updated me that they have no idea when system will be repaired. Then updates discontinued. repeat of a malfunction in 2022 that took 4 months for Sunrun to remedy. (Only after filing a complaint with CA consumer protection agencies). So, lesson learned - only after filling a complaint does Sunrun even pay attention. Now, After 2 months with no power generation a new complaint will be filled. Sunrun does not compensate for months of no power generation. Worthless and meaningless warranty.

Installation Completion by "Hard Heads" July 15th 2024

Outstanding work by installation team (Hard Heads). Their attention to details, dedication, and exceptional craftsmanship have exceeded expectations. It was evident their expertise in the solar industry, coupled with their commitment to delivering high quality resulted in the successful completion of the project.

Everyone I have dealt with has been very professional and very helpful

Horrible service

They forgot to install a piece of equipment on the roof for the panels which caused my room to get flooded with water. Now they refuse to fix my floors because it was only damaged in one area of the floor(over 4 laminate planks where damaged). Mind you they haven’t checked the roof plywood for any damage ( I installed the roof in 2022 completely brand new btw). Don’t use SunRun they don’t care about your property!