Sunrun Inc.

My experience since Carolyn Villella became my representative has been nothing but awesome. She stands by what she is selling besides when she says she's goingbto follow through right till the end she does. Even now it's been 5 months and she still is checking to make sure that I'm still a satisfied customer. Carolyn is definitely an asset to The Sunrun company.

I was a little skeptical of having solar panels and what the process entails but I was pleasantly surprised. Carolyn the sales representative was awesome and reassuring. She explained every step and walked me through it. Always following up with me during each stage of the process. Very professional and knowledgeable. A true asset to Sunrun. Including the installation team, Evan and Lindsay.

DON'T LEASE from SunRun- scammed 66 y/o dad; panels broken.

Panels BROKEN: On 8/8/24, I discovered that our solar panels were producing zero energy. SunRun failed to notify us about this issue, and when I contacted them, they said the earliest a technician could come was 9/12/24—over a month later. They refused to pause billing, stating they would only compensate for lost energy after repairs, leaving us paying $115.98 monthly for non-functioning panels. On 8/9/24, after being assigned a case manager, Mckaila Blackburn, I inquired about compensation. Mckaila sent an email with an Estimated Solar Output and Performance Guarantee Refund Rate by Year, which was unhelpful given the current loss of solar production during peak months. When I tried to follow up with Mckaila, she ignored my calls and voicemail. By 8/12/24, after several ignored calls, I was informed that Mckaila was no longer my case manager, and Maria Sanchez had taken over. When I contacted Maria, she couldn't provide answers about the compensation and redirected me to the main customer service line, where I was left on hold for an extended period. This cycle of poor communication and lack of resolution has left us frustrated and paying for solar panels that aren’t working. Additional Comments on the pricing and how much money they ARE NOT saving us: On 5/4/24, SunRun installed solar panels on our roof, promising that they would produce 80% of our energy needs. However, by 7/4/24, we noticed that despite paying $115.98 per month to lease the panels, our PG&E bill was still $182.59, meaning our overall expenses hadn't decreased. SunRun claimed this was because our 9.7 kWh battery wasn't sufficient, and we were using PG&E's electricity at night. They suggested using electricity during the day to maximize solar energy, a crucial detail they hadn't disclosed earlier. By 8/2/24, our PG&E bill was $155.05, a negligible improvement. I realized that SunRun sells the unused solar energy to PG&E at a discounted rate, providing us with little financial benefit after leasing costs.

Great Service

Really explained everything. Really patient. I appreciate it.

Had panels for 8 yrs. Initially sungevity bought out by sunrun. No problems until recently with a leak and mold in the attic under the panels.whole new roof done in May 2024. As of today panels still not reinstalled. Customer service is awful. On hold for over 20 minutes and still no answers re. reinstalling the panels. All I hear is the engineers are trying to figure out what to do since new fire codes . I would seriously reconsider using them.

Lewd Jokes From Salesperson

This guy approaches my 74 year old MIL leaving my house with my youngest daughter (5yo) and asks if this is the "my last name" residence. She asks why, and his response is "I'm a stalker and I've been digging through their trash." He says he was just joking and that he's selling solar, yadda yadda yadda. Sunrun, you are sending out morons to go knock door to door to sell your product and the opening line is that he's a stalker and shifting through my trash. Do you think that my be a little intimidating or threatening to an elderly lady alone with a 5yo?

Scam

Salesman told me I would be paying a few dollars a month . I’m now paying more. Almost a 150 dollar bill plus what I pay sunrun. My bill during the summer was always around 150 - 200. My house isn’t big by any means and I now see you just get ripped off. Paying 225 this month is ridiculous I want out of my contract immediately. I will be reporting them to BPU and filing a lawsuit soon

The entire experience with incredible. Mike Long was there with us throughout the entire process, answered any and all question and if he didn’t have the answer he put us in touch with the correct person. He was there on the day of install and have been following up with us ever since. We have recommended 2 of our friends already.

Great Costumer Attention

We installed Sunrun last year and after that decided to switch our heating system from oil to Electric heat pumps and water heaters. To be more efficient since we already had solar power. We spoke to Sunrun to add more panels because we increased ( double) our consumption. We reached out to Brian Galfano, our Rep and he explained and priced the new panels. It was a pleasure talking to him as he is very knowledgeable and easy to work with. He was with us thru all the steps from pricing, installation, permits and finally turning on the system. Brian and Sunrun exceeded our expectations. We couldn't be happier. Thank you to the entire team!

Seamless installation. Communicated properly to avoid any disruption in our work. Good work

I’ve had my solar panels for 5 years now. When I was first approached about panels I thought great what a great way to give back to the environment! But I quickly realized I was lied to. The company promised me that my electricity bill would be close to nothing… I even referred a friend who got her panels the same time as I did. We live on the same city. She has no electricity bill what so ever. I have not seen any positive changes on my end. I regret getting the panels because I still get a ridiculously high bill from my electric company and I’m paying for my panels… I wish I had done my research.

Happy Customer

Did a good job, Nam’s crew is good.

TERRIBLE customer service

I contacted this company about solar to see what my options were. The conversation started great and they told me about this wonderful package of everything is no cost and they sell me electric. It's all free but failed to mention it is actually a lease program where you are leasing the equipment from them for 15- 20 years. They are responsible for selling you electric. It wasn't till I said to the person is this a lease that he confirmed it was. I told him I was not interested in a lease and wanted to purchase my equipment. At this point he said you should go to Costco bc we work with them on selling solar and I'll come back with estimated options. I found this to be deceptive selling practices which others and elderly would easily fall victim too. I know the company already has lawsuits pending for the selling practices in other states. I never received my quotes and basically was told to go to Costco. Terrible experience among some of the horror stories I have heard about the company in terms of servicing the panels, installation and customer service. Would never recommend this company to others

Salesperson misleading promises to assure his commission

My mom's was a victim of purchasing an equipment she did not choose.their was a power outage by Edison and it wasn't till then that we learned that the home was not equipped with a back up battery solar panel package..My mom is Spanish speaking only and purchased the leasing option of 25 years believing she was purchasing the the back up battery installation promised and explained by the sales person,we contacted 3 different managers and the last one advised us to buy a generator at a local store to have that as our back up power in thee event of another power outage,this company sun run according to public records generated 2.3 billion dollars in revenue last year and refuse to install the correct equipment my mom was believed to originally have purchased.This sounds like another Eric brockovich repeat like in the movie by a company mongul who is demonstrating to want to bully homeowners and in this case elderly in to sticking. Them with something that keeps them in the dark when in an power outage instead of simply resolving the problem by installing the the back up battery and as simple as that.They choose on pushing people around with the very own revenue that is generated by honest hard working people like my mom..well guess what Sunrun,meet the new Erin Brockovich or as you may know me,as Carlos De Alba...your not going to get away with this one..and I truly hope others like my mom can get a hold of me to start a class action on these bunch of clever deceiving people that clearly know what was not rendered....(442)822-6782 is my number,contact me if you are currently or have previously endured the same treatment,let's get this class action started.

Great job and quick service with the Solar Bear Team. I appreciate the their professionalism, prompt work, and friendliness. Thank you guys, as I am one step closer to Solar energy.

Slow AF customer support

My mother in law had SunRun install solar on her house. The roof has leaked several times. Now it's leaking again and the support sucks! The sheetrock in her kitchen is falling down and mold is growing in the insulation. There is a tropical storm on its way. No return calls for scheduled support. I would think twice before I get solar on my leak free roof.

Sunrun service and takes shortcuts

Sunrun came and did my solar panels. They refused to upgrade the main panel and now the panel is unable to contain all the energy. The panel began to burn and finally last night it was sparking and burning. We have been dealing with sunrun for over a month with this issue. The manager refuses to talk to us. Sunrun has been dragging it's feet in replacing the main panel to a 220. Sunrun has no help for emergencies after 2. My electricity was off. I have two kids and last night the house was over 80 degrees. As a disable vet I do not have the money to go to a hotel . My appliances are damaged. I lost my washing machine due to the surges. Sunrun has done nothing to help us. This has caused hardship financially and mentally for me and my family. The panel could have caught on fire. I had to call an.electrician myself to come and fix the breaker. This company does not care about people. They take shortcuts and have no customer service hours for those who need help with their system

Horrible customer service and no accountability.

The experience with Sunrun for issue resolution has been a nightmare, opening a case for a resolution takes time and they close the case without resolution. They blame the utility company for issues with their panel not generating power.

SUNSCUM

Beware of this company if you are leasing their panels. They will put a lien on your mortgage for the panels. They also inspected my roof before installation and said it was fine. When I asked the sales representative before I installed them about what would happen if I had to remove them and he told me they will take them off and put them back on never mentioning a cost associated with it. Four years later i need a new roof and when I contacted Sunrun they quoted me $10,000 to remove and reinstall their solar panels. I don't even own them. They sent me a screen shot of the fine print in their contract stating this cost in their service. They are sneaky liars. if they come to your door shut it on their face.

Hard Heads

The Hard Heads crew was very professional. Great work.

All steps in the process were very good. All the folks have been great

Very professional and transparent

New Solar Panels

Sunrun Solar installed my new Solar panels today. And they even did it on a Saturday for my convenience. Totally professional crew and installation. Very happy with my installation. Quality of panels seems good.

Crew arrived earlier than expected. RJ was friendly, introduced himself and explained to me what to expect. Foreman then arrived and also explained the process. Very professional crew and explained everything during the process. Very efficient and finished earlier than what I anticipated. Excellent work. Would definitely recommend to family and friends

Horrible customer service

We’ve been customers with Sunrun for over 10 years and had no issues with the company until now, August 2024. Now we have an issue and the company refuses to correspond with us. We’ve talked to no fewer than 6 customer service people. All of whom were very nice, but did not call back or follow up as promised. E-mails go unanswered. Several calls to our case manger never returned. This company offers no reliable support to customers.