Sunrun Inc.

Can't Get Anyone To Talk To

We are trying to get an equity loan on our home but apparently Sunrun placed a lien on our property. We can't move forward until they remove the lien long enough for this loan to go through. We have called for days in a row, have been placed on hold for 20 minutes each time, then placed in a que for two hours before we have given up. We have left a message where thy supposedly will call you in the order you left the message, we have sent emails and we are getting nothing- I can't move forward with my loan until they freaking help us!

ABSOLUTELY TERRIBLE CUSTOMER SERVICE

I have had a leak for 3-4 weeks now and still cannot get anyone to check it. I have had three separate roofers here and none of them can find an issue with the exposed roof. They are all pointing to the solar panels causing the issue. i have filled out their form and nothing. that was three weeks ago. sunrun sucks!

Customer service

We have couple of questions about Vivint Solar so far we are waiting more than one hour for somebody to respond. We think that Vivint Solar did not have enough man power to handle the current volumes. We don't have ALL DAY just to be connected to the customer service.This issue should be resolved immediately! Who can we trust to have proper answers to our questions??? Duane& Barbara Hillyard Henderson NV

Worst lame ass company ever..

Lying salesman to lying supervisor Tim Hoover. We have waited since June of 2021 and it's now Sept to get hooked up. Delay this, no return phone calls that, you name it...Looking into changing companies to do work Stay away from these idiots if you can.

SunRun Worst Solar Company Ever!

My solar has been down over 3 months now and I am unable to get it repaired. This should be a standard warranty repair and they keep giving me the Sun Run Around and no one can provide me with a straight answer as to why. Worst company ever, steer clear!

Sunrun Service

Last year I had problems with my system and it took months for Sunrun to do a repair. This year I have been waiting months again for service (need to have an inverter replaced). For this year and last my system has produced far less than I contracted for. I have lost all the summer sunshine solar production.

They damage my roof when installing. Water leak after installati

They installed the solar panels. Days later I had a water leak from rain. They send someone that took maybe 10 minutes on the roof and said my roof was leaking from loose shingles. Lying because my roof pass roof inspection from my insurance weeks before installing. Now they saying to get third party person to fixed the damage they did to my roof wich never had this problem before. Even there pre inspection pass the inspection. Now I am left with damage shingles. Take my word they sound good when selling but they are not good with taking care the customers. I learned my lesson I hope this could help someone else put there don't believe the hype or you will regret it. There customers service is just terrible. Better service out there do your research.

Horrible customer service

I called the customer service line to report a leak in my roof, a tech came out on 8/25/2021 and removed a panel and located the source of the leak under the solar panel. We were told it would cost $170.00 per panel to have them removed so we can have our roof repaired so we agreed and have been waiting for over two weeks for a response. I have called repeatedly and have been told that our request has been escalated but still no response! In the meantime our roof continues to leak and the rain is causing more damage to our house. Rain comes in through our ceiling fan, and in other places on the ceiling. Sunrun seems to not care about the customer after the initial sale! And we were unaware that it would cost $170.00 per panel for an issue. We also asked about critter guards to prevent future issues and was quoted another cost of $58.00 per panel! I am extremely disappointed and frustrated with Sunrun! I am located in NJ but I am not sure what office I was speaking with so please don’t hold this review against the office location I listed as I said I called customer care line. What a crock that is! Sunrun doesn’t care about its customers!

Customer service for Installs team in terrible.

I had to pay in advance to have my solar panels removed so my roof could be replaced. Now I have been trying for 4 months to try and get the panels put back up. The first appointment it rained for 1 hour in the morning (Sunny the rest of the day) and no one ever showed up (no call no nothing). I had to call them to find out what was going on and they said they would have to reschedule due to rain. They gave me a new date 6 weeks out. Now I try to call and verify the new appointment and they do not answer the phone. The system says you can press one and hold you place in line to have some call you back. I have tried that for two days now and no call back. So I tried staying on the line today, it says your wait time is less than 1 minutes. I wait 1 hour and 36 minutes before I hung up. I then called back again and tried waiting again and still never got anyone to pickup the phone. When they cancelled my first appointment I asked to speak to a manager. The person put me on hold and came back and said the manager said he was busy to just transfer me to the complaint line. So they clearly do not even care about the complaints. This company is going down hill fast. They have more negative reviews than they have positive on the web. Do not buy from any Sun Run company or Vivint Solar (one in the same company). I am regretting I every purchased from them. Now I am paying monthly for Solar I do not even have on my roof (going on 5 months now).

Would not recommend them at all

Because of there sales rep but who has no control after you sign.

Terrible comoany

They are helpful until you sign the contract. After that you're fucked. My solar panels broke in March when I called them to request tech. It took over month to send someone. Nobody monitors this so you don't know if it works or not. My bill is higher than it was ever before

Avoid Sunrun like the plague

Sunrun has the worst customer service I have ever experienced. The main inverter failed in May and it didn't get replaced until July; still didn't work after the replacement. The main inverter was replaced again only last week and this system still isn't generating what I was promised. Their so-called customer service department is almost impossible to talk to; these losers aren't being paid until my system is working like I was promised.

Complete Trash

Everyone who works here must be completely stupid. The customer service is about as bad as it can get. They will never call you back, your install will take 3 months, and customer service is pretty much a joke. The prices are too high, their sales reps are full of crap, so dont believe a single thing they say. And when they damage your house (and they will) be ready to fight with them for compensation. Maybe the worst customer service in all of business.

they damaged my brand new roof

I live in IL and I need to put a brand new roof,when they re installed the solar panels they damage my brand new roof and when I have the construction company inspect my roof for any damage, they took pictures of it and they said that when Sun Run first put the solar panels years ago, they damaged it and so they decided after putting the new roof in to inspect right away after Sun run reinstalled the solar panels because they said if they damaged the previous roof there is a possibility that they will also damage the new roof and they want to make sure the roof they put in should not be damaged and if so sunrun has to pay for it. When you call them be prepared to be placed on hold for 30 mins to 1 hour and the resolution takes months

Garbage

Prior to having my solar panels installed very attentive caring company. After installation they treat you like trash. They say they monitor your system for faults that is a lie as well.

Sunrun service is terrible.

I have been a sunrun customer for about 3yrs. I called sunrun in regards to my system being off line. The first time I called the customer service was unprofessional and absolutely no help. After about a hour long conversation, after being put on hold numerous times, the results was for me to fill out an online request to have a technician come over and solve the problem. It took me 4 more phone calls dealing with the worst representatives, with no knowledge of the business, and over 3 weeks later until a technician finally arrived. Well he came and because it was late. I was instructed to check in the am with the sun out to see if I had two green lights on the panel box. After doing so I discovered that the system was still not fully functioning. So once again I call sun run and once again the worst representative called me back. Once again after numerous times of being put on hold, I was actually emailed instructions on checks they want me to preform. I was so shocked by this response but decided to give it a shot because at this point I was willing to try anything. After reading the instructions I realized that this the job of their technicians not me after explaining to the rep I was once again put on hold and "for some mysterious reason" I noticed the phone was disconnected. After waiting several minutes to see if I would get a call back , which eventually never happened.

AVOID!

Sunrun is absolutely horrid in every sense of the word except of course when you first work with them and they try to lure you in with lies and false promises. You will save very little or nothing at all as we've found out. Our electric bills from Comed remained the same or even higher at almost every month after our installation. Customer service never calls back and never follows-up on anything. And as we've found out, if you try and sell your house whilst you're a customer good luck because perspective buyers will also run away when they find about the service agreement and read these reviews. AVOID AT ALL COSTS!

No follow through and don't deliver on basic critical things

I didn't choose Sunrun, as I was buying a new construction home that the builder already had Sunrun as the chosen provider. If you are buying new, take that into consideration, as basically anything the builder promises regarding your solar is likely untrue if Sunrun is the one that should be taking care of you after that. I was told when I filled out all of my paperwork with Sunrun weeks before we closed that it would take some time to process with utilities company and for our solar to be turned on, they said it could even be 4-6 weeks. Seemed long to me since all of the equipment was already installed, etc. but regardless I expected that. After 6 weeks and no word I kept contacting my local Sunrun rep on status, was mostly ignored, but finally got a message saying that we are still waiting on SDGE. So I wait a few more days and call SDGE and they tell me they don't have any paperwork from Sunrun and once they do it will take 2-3 days to do their thing and my solar could be on. I had filled out the paperwork SDGE needed 8 weeks prior to that and Sunrun had it, but still had not sent it in! So during the heat of summer I'm paying top dollar in my brand new home for electricity, after also paying $24,000 for solar panels, when they could have been turned on many weeks ago if Sunrun simply did their job and forwarded the paperwork properly. I talked to some of my neighbors, all are experiencing the same exact thing. And don't let their replies to contact Customer Care for help fool you - they don't answer to anything sent there - or at least surely not in a timely manner, as I still haven't heard anything from messages sent there yet either. So as of now, I honestly have no idea if my solar panels are any good, what they'll save me in electricity, etc. as they still aren't turned on after 2 months and I have no idea when they will be turned on as no one at Sunrun is communicating what the problem is and when they will do their jobs and submit paperwork they've had for 2 months to the utility company. They should reimburse me for the electricity I've had to pay for while they've not been doing their jobs. My experience so far has made me extremely scared of what the future holds if I have any problems with my panels, etc. as their customer service has been awful. I'm just at this point hoping they work as advertised when/if they ever get turned on. I also was interested in having a home battery and possibly some other items besides just the solar panels, but when I asked about those things early on in the process got absolutely no response at all. If you have a choice of providers, I'd definitely look elsewhere as I will later when I add a battery wall to my system.

Horrible experience

This company is terrible. They promise you a great deal, but it is a horrible experience. Never use them. My system was installed in May, and it is September and it still is not operational. No benefit during peak of summer electricity use. They don't communicate at all, and customer service is nonexistent. I am at the end of my rope, and seriously considering suing them to escape the contract and get my house restored to its original condition. Terrible company.

good installation - awful customer service when system failed

We used Sunrun through the Costco solar program thinking Costco would only work with a reputable company. The installation planning and selection was good and the install was efficient. But 2 years later the system failed and customer service has been worse than awful. After two months we are still not generating any power during an Arizona summer. When I called to say we had a problem I was told - "No - everything is fine" (our critical circuits (fridge etc.) were receiving no power even from APS). Eventually they agreed maybe something was wrong and they would send a technician out who a while later did confirm that the inverter needed replacing and that they had none in stock and it would be about two weeks to get another. After two weeks I requested an update and got a (prompt) acknowledgement of my contact and a promise of a reply within two days - which never came. Repeated contacts got the same prompt acknowledgement - and the same no reply. Calls to individuals in the company were answered by voice nail - and no call backs. After over two months they eventually scheduled a visit to install a new inverter - which of course did not work so we are back to square one - still not generating any power. I did have an appointment for a technician to visit and review the system on Sept 3rd but got an email today to say it would now be Sept 15. This is one of the worst companies I have ever dealt with and I will be following up with Costco to advise them that they may wish to review their relationship with Sunrun.

Non-existent, rude, incompetent customer service: AVOID

My husband chose Sunrun for the installation of our solar panels because he MISTAKENLY believed that they had good customer service and would be there, should we have any issues with our system or its installation. We had our system installed on 07/13/2021-07/14/2021. The next time it rained, our roof was leaking. We have a puncture hole near one of our roof vents/pipes. My husband spent nearly 6 weeks trying to reach out sales/customer service rep. The rep responded to none of his calls/voicemails/text messages. I reached customer service on 08/31/2021 only to be told we had to submit a "claim" form and all of the promises our sales rep made were LIES. They did not cover early termination fees of our previous power company and they do not stand by their work if there is roof damage as a result of installation. Today, 9/2/21, we were told that <sarcastically> none of their installation reps would dream of standing in/near that roof vent and they couldn't possibly have caused a puncture hole in our roof. Our only recourse is to get a 3rd party opinion. DO NOT. I repeat DO NOT do business with Sunrun. We are now stuck with these incompetent liars until our solar panels are paid off.

Piece of Crap Company

I lease my system 9 years a ago was told by sales person their would be no charge to remove/install them for one time during lease if my roof needed repairs. And now I need to replace my roof Sunrun wants to charge me $4500. Another example of multi million dollar company screwing people.

Panels stopped working after a year

A friend recommended Sunrun and the representative that sold me the panels was perfectly nice. After signing our contract in March of 2019, they were not installed until July. In November of 2020, they stopped working, but I didn't realize it because the message I got on my homepage implied that it was the webpage that wasn't working - not my solar panels. I finally got tired of the same error message, and when I called, they confirmed that my panels hadn't been producing energy since November. They also informed me that it would take a month for a technician to come out, another month to install a new part and my panels still do not work. DO NOT GET SOLAR AT SUNRUN!!!!

STAY AWAY FROM THESE BAIT AND SWITCH FRAUDS

This is a scam - our sales rep promised us this would cost us nothing, it was a "special deal" from our electric company and what our solar panels generated (back to the power company) is what would not only PAY for the panels but reduce our electric bill by $50 a month and keep it there (at $100 as long as we have the solar panels). They installed our panels and 10 months later (noticing) there wasn't any discount on our electric bill, there wasn't any Kwts being generated to our electric company. I started calling and complaining, For two weeks I got the same thing. A representative will call me back within 2-3days (after two weeks), I went online to speak to a representative online. All I got was an online "firewall" who refused to give me a supervisors name or number and wouldn't help any further. I contacted a lawyer to start a suit on Breach of contract. All of a sudden, I get a notice that I'm on the hook for $30 thousand dollars (on a 30yr contract)!!! I call the loan company tell them I do NOT agree to this (why am I getting this after 10months) AGAIN - they start to push this out as "binding" and I'm "on the hook" TAKE MY ADVICE - STAY AWAY FROM THESE CROOKS

Disappointed & Disrespected

I wish I could leave a 0 star review after the service I received from Sunrun. At the beginning our "rep", if our will, Michael Frank, was very helpful in getting our quote set up and letting us know the next steps in the process. He let me know that I needed a panel upgrade and a new roof, unfortunately these are costly expenses that I can not fork our right now. I let Michael know this and he said Sunrun would cover half o these expenses, which was great. However after this conversation I had called and left voicemails for Michael 3 times over the course of the 2 weeks that followed with no response back. I finally called the main office and spoke with a woman and let her know that we needed to cancel our quote because we did not want to move forward with the project. Fast forward 2 weeks later and today I got a call from my neighbor that SDGE had welcomed themselves into my yard (through my gate) with out permission and when my neighbor asked them why they were there unauthorized they said they were there for a project with Sunrun to do a panel upgrade. AFTER I had already canceled everything. I called Michael twice this morning with no response back so again I called the main office and they then transferred me to Michael. When Michael came on the line he was nothing but rude and distrustful towards me, I can only think it was because we weren't going through with the service. Saying that I "ghosted" him for 3 weeks, which is the complete opposite of the way things happened because I have left him a total of 6 messages with no response. His tone was very disrespectful in the manner that he just wanted to get off the phone with me. He proceeded to tell me that he had marked me as a "Risk Client" to their company. All in All I do NOT recommend Sunrun to anyone and if you do decide to go with Sunrun and get Michael Frank as your point of contact, at least ask for someone else so you don't get treated the way I did. I hope his upper management sees this review and thinks twice about giving clients to him.