Sunrun Inc.

Very bad customer service

I would not trust these people with putting equipment on your house, there Salesman make everything sound glorious and how great the customer service truly is… When it comes down to the nitty-gritty I’ve been personally on hold with the issue with my system for almost 2 months.. They claim that they replaced my power inverter now for the fourth time. I was also told it if there’s new technology available I would be able to add that to my house or unit that is complete LIE!! It takes me finding the problem with my current system I have to call customer service they take their sweet time with fixing a problem, and yet it takes him two months to tell me they’re sorry they can do nothing more for me. Long story short I do not recommend this company to anyone I would avoid them at all cost and I regret signing a contract with them.

Wish we were not Colorado Vivint Customer

Vivint has great customer service until you buy the system and then service goes down and it is more difficult to navigate the process. We muddled through it and have had our system for a year. The inverter broke in December 20 and they never notified us even though they monitor our system. February we figured it out and it took 2 months to fix the system and they have no performance guarantee so they don't care how long it takes to get fixed and they had to contract out your repair. Long waits to check on appointments and not even being able to make an appointment is very frustrating. Inverter breaking after 7 months of use also concerning. If I had to do it again, I would not use this company. Now part of sun run so maybe that will help but I would never buy a system again without an efficiency guarantee.

Very rude and lie to get info

Door to door soliciting and said my neighbors referred me but they did not. Several in the neighborhood asked them to leave but they just keep talking like they can convince you of something you don't want. Couple weeks later I get 4 calls a day with messages from the company, I called the company saying I am not interested and to take my name and number off the list. The man told me they wouldn't have my number if I didn't give it to them. I said that was a lie I did not give out my number and he wanted to argue with me. He was very rude and hung up in me. I kid you not 3 minutes later another set of salesman from the company come walking up my driveway following up on my "supposed interest" in their product. These people lie.

Removal of panels for new roof install

Never showed up for appointment or called then trying to find out why or when they would be out I have received no answer. You call and no one can help you. You email and no one responds. Its been 3 days and still nothing. Was supposed to have new installed today. I have waited almost 2 months to have these removed. Terrible customer service.

A company that dose not care about their customers.

When a battery that has been installed by Sunrun from LG proved to be faulty and been recalled and the Sunrun dose not offer a solution. When we asked their customer service manager, what to do. She suggested to sue SunRun, you know what company you are dealing with. Sunrun with their current management / customer service is a scam.

Bad business, lack of care

Bakersfield California. Inherited contract with purchase of home. Bad installation, service, knowledge and care. Promises never kept.

Horrible customer service and Management

I had a billing and system problem twice and was billed from SCE during the system problem. I called and asked for a manager was told they don't have one available they would email me back. Why cant i speak with one? they gave me a report number via email and no more contact. I have called multiply times and nothing! This unfortunate for me is not the first go around with Vivint Solar which is same company as this. How can a company not have anyone else to help a customer? they have them working from home all the can do is take a payment and report an issue. If you have any other issues you are out of luck

wrong choice

everything is good until you need service. what a nightmare ,have not had a fully operating system since 12/19. they have scheduled and cancelled every appointment made to repair my system which is running under their guaranteed performance quote. my advice is to check on service reviews the company before you choose, .wish i did !

Stuck in a lease for solar panels that don't work

My system stopped communicating usage information more than a year ago. As a result, neither Sunrun nor I has any idea if the system is hitting the contracted output. They've sent technicians out to my house more than a dozen times now, which is enormously inconvenient. But the issue has not been fixed. I've asked to be let out of my lease on grounds that the system doesn't work, but of course they won't let me. Terrible company. Terrible service.

Customer Service

Sunrun's customer service is terrible. My system stopped working last May. I did not notice for six weeks and, evidently, neither did they. I notified them and it took two months to get all of my panels and one of my inverters replaced. My contract says they will monitor my system on a daily basis. Last Thursday one of my inverters said "missing grid", I called Sunrun and they told me I had to wait a couple of days for some reason before calling back to report it. Live chatted today, as was basically told I am responsible for monitoring my system. I reminded them it was there system, I am just leasing it and I was told they would monitor their system. Now I'm told someone will call me in 5-7 days to schedule a service call, thanks for nothing.

Horrible service

This company was disappointing to say the least. They told us solar panel installation to our cabin would be a quick job, took our money, then dragged their feet on installation for weeks. They came out to our cabin a few times to inspect our roof multiple times. Finally, our patience ran out and had to cancel the project. They, then, sent us an invoice ($2200) without stating what it was for. We called and emailed for clarification with no reply. More than a month later, an agent (Christopher Rivera) called me and asked for money ($2500). He became very condescending and rude to me when I asked questions about why we are receiving this invoice and explained why we had to cancel the project. He had no idea why the installation was delayed and the reason for the cancellation. In the end, I agreed to pay $2200, which he agreed and admitted that he made a mistake at the beginning. All in all, very negative experience with this company. Don't be lured into using this company through Costco.

Lousy Customer Service

My solar company was recently sold to Sunrun. In the beginning I was pleased with the service. The website provided me with charts and energy consumption reports. In January of this year, the system began malfunctioning and I received an email from Sunrun in March that they detected a problem and would schedule a service technician. The technician, who was not an employee of Sunrun showed up on April 15th. He told me that Sunrun did not give him much detail so I showed him all the reports and spreadsheets I created indicating that the system would not produce any electricity for several days at a time. He did his inspection and told me that the meter was the culprit and needed replacement. He said he would send a report to Sunrun. After four or five days, I had not heard anything from Sunrun so I contacted them. They told me that they did received the report and it was assigned to a field coordinator who show contact me the next day. Well, of course, I did not hear from anyone. So, I called them a week later. This is where it gets good. The customer service rep put me on hold to talk to the coordinator. The one assigned to may case was not available but another tech looked at the ticket. Now, the rep tells me OK we see that we have to order a new meter and we can do that today. TODAY????? So, I asked, how long will that take to arrive??? Two weeks..... Then, we will schedule a tech to replace it. I explained this issue began in January and I am no longer comfortable with Sunrun. I hung up. I am now looking to get the work done (at my own cost) with someone else. LOUSY LOUSY LOUSY LOUSY CUSTOMER SERVICE.....

Horrible Experience

1. Original salesman first told us it made no sense to buy instead of leasing. When we crunched the numbers and decided to buy, he said he agreed buying makes the most sense. Nice, but definitely a snake oil salesman vibe. 2. People frequently showed up to our house without warning. The homeowner needs to be informed if people are coming to your property! 3. The installation team left trash on our roof and ground, leaving my property dirtier than it was when they arrived. They did not use drop cloths to protect our colored/stamped concrete, they spilled tar on the concrete that I had to point out, and they did not sweep up our property when they finished. 4. The project coordinator didn’t know we could get more cash back from Costco by upgrading our membership like our salesman told us, and even after telling him about it, the paperwork he prepared still did not reflect the proper dollar amount and had to be redone. He also took up to 2 weeks to reply or wouldn’t reply at all. He was HORRIBLE at communication. When I complained to someone else, I was told, “He’s just really busy.” 5. Nobody knew my city does not issue "permission to operate" notices. My account was "utility active" for 4-6 weeks, ready to be activated, but Sunrun REPEATEDLY told me I had to keep waiting to receive a “PTO” from the city. This cost me an extra month’s worth of energy costs with my utility company (connected to grid March 12, finally activated on April 17). What’s worse is I regularly asked for updates from Sunrun about the “PTO” and they always just told me to keep waiting. The way they discovered my city doesn’t issue “PTO’s” is because I was the one that contacted the city and I’m the one that educated Sunrun about it! When I asked for them to own up to their mistake, my email went unanswered. 6. A technician from the utilities company installed our digital meter BEFORE the final inspection, which is apparently out of order and Sunrun didn’t know why. He also reprimanded ME because our system was turned on and set to standby mode so it could be activated remotely by Sunrun afterwards. Then he turned my system off and put a lock on the switch. When I told Sunrun it, they said, "In my entire career, I've never heard of or seen a utility technician do that." (also known as the “play dumb” tactic) 7. Communication between the company employees/reps was poor and I received conflicting information from different employees. 8. Not a single Sunrun employee owned up to any of these issues when I brought them up. I did get one or two half-assed generic apologies for delays and whatnot, but nobody actually ever admitted any fault for these things. 9. Four months to get up and running is too long in my opinion. For spending $42K, the process needs to take a new approach to speed things up. Despite all these issues, the equipment quality is nice and I'm finally producing solar energy, but I am SO glad to be done with Sunrun and SO happy I'm not locked into a lease!

They will screw you any chance they get.

The salesman will tell you everything you want to hear then when signing they will leave things out.. i have had 2 separate lies told to me by the salesman. when i called sunrun they do nothing to work with you to try to rectify the matter. Once they have your money they don’t care about your concerns anymore. BEWARE THEY WILL RIP YOU OFF!!

Horrible experience

very shabby work ,,ripped shingles on my roof left a panel loose,lied to me about the warranty,,,STAY AWAY,,,

unhappy customer

I was lied to about how much my bill was going to be. I was told I would saving about 40% of my electric bill. Well so far I have been paying twice us much for Solar then before I had Solar. I sent several emails asking why my bill was so high with no response. I spoke to an agent today and they informed me "THEY" would have to do a recalculation of the system now. Why are "THEY" waiting for me to call to ask them to do this. Now I'm out another 241 dollars for my bill last month and its not even the summer. Lets see how long it takes for them to call me back and set up an appointment.

I would say terrible Customer service if they had customer servi

When you are shopping for solar sunrun will be in frequent contact once you get the solar equipment installed then you'll never hear from them again. When you call if your lucky you'll get an intern that promises you someone will call back but that won't happen. If you've read this far some things to know before signing contract 1. if your roof is 10 yrs old or more then re-roof first or don't install. They will make you par for removal and re-installation and keep charging you for power. 2. Sunruns preferred installer has just as bad of customer service as sunrun have been waiting for a month and a half to have my panels re-installed after re-roof and after 3 visits the panels are still not on my roof 3. Make sure you read all the fine print in the contract and remember this is their contract! It's set up to benefit sunrun not the home owner. I would recommend not using sunrun it's very frustrating having this company as my solare provider and if I could go back in time I wouldn't use this company.

Move on to other solar options. They have been bought out.

We are leasing 24 panels as of the end or May 2020. Seventeen panels have not worked for over 5 months now and nothing has been done to fix the problem. We had a tech come out 2 months ago, but again nothing is getting done. I have written to the company over two weeks ago ( first of April ) and indicated in my letter that I am going to seek a lawyer to see what if any my options might be to break this lease. Vivant has been bought out by Sun run solar, so be careful if your planning on solar. This company sucks as well.

Do Not Use SunRun!

I purchased a home which unfortunately had a SunRun system installed. Their response to system issues is the worst. Last July, my system totally stopped producing power. It took over a month for them to send a technician. Meanwhile, I lost of month of power during one of the sunniest days of the year. Now in March, the system is producing less than 1/3 its normal capacity. It's been over 3 weeks since I reported the issue and a technician still hasn't been dispatched.

When you Sunrun you better run very far

The company has very bad service and very subcontractor. They installed a 10 years warranty of shingles on my roof instead of the 30 years warranty which I was paid for. Good things I found out. The services and installation are very unprofessional, when I asked the installation guys about solar parts. He doesn’t know at all. When I left the a message, they never responded back.

Sun Run has the worst customer service

We were forced to take over a PPA upon purchasing our new home a few months ago. The seller was 5 years into a 20 year contract. Fine, we did it. After our inspection it was deemed necessary that the entire roof be replaced (asphalt shingles) it was estimated that the roof was 27 years old!!!!! My first question is why would sun run install a system on a 22 year old shingle roof knowing it was past its lifetime??? Fast forward our home insurance company is forcing us to replace our entire roof in order to keep our coverage, I scheduled the roof removal/replacement and have reached out to Sun Run no less than a dozen times over the last 3 weeks with no response. I was told once we signed a contract the field service dept would reach out within 24-48 hours to get us scheduled still nothing. I escalated the case 3 separate times with and not a single manager has reached out. Mr Snow with sun Run is ignoring my calls. I left him 3 messages last week. AJ the field service coord ignores my calls. It is awful dealing with a company that has no desire to keep their customers happy or help them in anyway. As a real estate agent I get many requests from my clients on who they should contact for Solar. I will be sure to tell them NOT to USE SUN RUN.

Paid in cash outright; won't/can't turn on, they've ghosted me

Panels were installed in November; we're well into April now with no service. I bought the panels outright and they are unable to turn them on. Not only that, but they are refusing to get back to me. My only option now is for my States' AG office and if that doesn't help I will have to consult with an attorney which may not help because you are forced to sign a document when signing up for service that says you forgo your rights and must go through arbitration. I am not a lawyer, but there may still have a case for outright theft to the sum of five figures; this is not a simple dispute over service level agreements but one that I now consider a criminal case of theft.

Will not put my panels back on after a new roof was installed

I've had my panels for about 5 years now and everything seemed to be going great. However, I needed to have a new roof installed and after paying them 3600 it took them 3 months to finally remove the panels. Now, after the roof was installed, it's been 4 months, going on 5 months, and they will NOT install them back! However, they continue to charge me through auto draft each month. Plus, I also have to pay an electric bill on top of this. If I could break my contract I would in a heartbeat! I will be calling the BBB on Monday and stopping their auto draft as well.

Do Not Use Sunrun!!

We made the mistake of using Sunrun for solar panels. It has been an absolute nightmare. They lied to us regarding the system being up and running when it had not even passed inspection. Fast forward to the first rain of the season and our roof leaking. We have had to call so many times. No one responses. They sent a company to fix the roof, but it did not get fixed and now they are playing games. All I want is my roof fixed, it has been three months and we are still trying to get it fixed.

Worst Ever

What a fraud company. Once your install is done they could care less. The foreman and installers did a great job. Since the install I've had three separate instances where their customer service completely failed. The first time was when my system went out, I wasn't notified. I found out on my own. My contact says they will monitor the system, yet days went by before I noticed the outage. They blamed it on snow. My system went down because of snow? (no snow on the roof at this point) The second incident to get assistance wasn't a system failure, rather I simply wanted to get permissions to get reports from my (owned) SolarEdge inverter instead of their site after they had bad reporting from my inverter that they refused to fix. This experience became unbearable. They closed ticket after ticket after ticket without a single response. I pressed the issue and got the complete runaround until I finally got what I asked for. I also complained to the BBB at that time and told the person that I worked with "I am dreading the day I have a hardware problem. Will you even respond to fix that?" I'm now on my third incident. Rewind to incident #1. This incident is almost identical. My contract wasn't honored once again. They weren't monitoring my system and again found out on my own that I wasn't generating power. I've been out for about a month and I'm just getting service next week, though I'm not holding my breath. Please take these negative reviews seriously. They are by far the worst company I have ever had to deal with in both scenarios of a simple request and more complicated ones such as outages. A lot of money goes into these systems, and this company treats you as if you're worthless, at least as a non commercial consumer. I can't answer for those that they seem to cater to these days. They seem to care less about the average consumer.