Sunrun Inc.

The Fakawi Tribe

I was thrilled to get everything installed. The team did a great job and cleaned up after. They were able to everything done even with bad weather. I was informed of any issues and was kept up to date on progress

Sales Representative

Chad Keen was spectacular in presentation, explaining, checking up on everything. I am recommending him to all my friends.

Worst company bad customer service

I need to fix my roof so they have to remove the solar panels. This is been so far on month and nobody helped with that. I did explain there is so much water coming inside my house and nobody want to help.

A Complete SCAM!!!!!

Almost a year and the panels are not even activated! DO NOT MAKE THE SAME MISTAKE OF NOT DOING YOUR RESEARCH ON THIS COMPANY FIRST!!!! After installing the panels and taking so long to correct their plans to be approved by the city, and after almost a year they are now requesting we increase our homeowners insurance to cover no less than a million dollars!!! We have asked the sales rep. Hector Navarro from Vivint before we even signed any documents about the insurance coverage and he assured us that what we had was fine, that there will be no need to change any coverage, so now they are not activating the system until the coverage is changed, so according to their own words we are stuck with non-working panels for 25 years! Oh! and they said that we actually have a contract with them for 25 years! when actually the sales rep. Hector Navarro said that it was not a contract, that we were just signing for the service, and that if at any time we wanted the panels removed, they would come and remove them, so Hector Navarro gave us misleading information, reassured us of things that were not true, and now the company is basically saying we are SCREWED!! And this sales rep. Hector Navarro is nowhere to be found! is not responding to emails nor to phone messages!!! This is a complete SCAM!! From the beginning with sales people going door to door selling and telling lies all the way to the whole process!!! Had I known all of this or had I done the research and read all the reviews on this company I would have never, ever, gotten their services!!! I DO NOT RECOMMEND THIS COMPANY TO ANYBODY! NO VIVINT ENERGY! NO SUNRUN! AND NO FREEDOM FOREVER!! these are the companies you are getting in business with if you sign up for these panels!!!

Yansha Yin

Yansha Yin was a joy to work with. I was skeptical of getting solar but when she explain how solar works and how it benefits us and the environment I was sold. The best part is after I signed the contract and when I need to ask questions her response is immediate. She is awesome. I had others solar reps that came before her but I didn’t feel the trust that I felt with Yansha. If I could give her 10 stars I would.

Efficient and professional

The crew who installed our solar panels were timely, professional, and neat. They were very kind and did a fantastic job, the whole roof was fully installed in just a few short hours. We would highly recommend them to anyone.

Worst Experience!

Signed contract 2022- Installation was for different quantity and different panels. they sent me a revised contracts months after installation for me to sign because they decided to install something different. back and back and multiple contracts signed and still no activation of panels 15-months later. customer service is non-existent. You can't get a hold of any management and they don't care. The finance company has started charging me because they paid Sunrun so they don't care.

LIARS

Being first homeowners has been a very rewarding experience Being a single income family of four we are always looking for ways to cut our expenses: I contacted Lukas from Sunrun He told me "everything" and explained most details. He said it would be easier to talk in person so we made a time to meet. Verbally, He told me that the sun will produce energy, our bill would be at least cut in half or none at all because our house gets so much sun we will over produce. My husband and I were so excited that would help us out so much financially but "what was the catch?" My family did this to save money as everyone else wants to save money in their future. Lukas said that it didn't cost anything for the panels, if we look at our national grid bill we are actually paying toward it. He said if we under produce compared to the electricity that we were using, then we would have a minimal bill. My bill $5 less than last year. I received my bill concerned why the first 2 months were the exact same. I called sunrun, the representative explained to me that in my contract I have a set monthly amount and it goes up 3% every year. It has nothing to do with as much energy that I use Or don't use it is a set amount now. That was not what was verbally said to me! Lukas blatantly lie and deceived us. He told us one thing when he knew it was something totally different. Dealing with sun run customer was horrendous, professionally. The representative informed me to write a letter of complaint that this is not what was promised. My husband called and a representative opened a case for us. Ann our case manager left a message on my husband's cell phone, since the account is under his name, along with an email with her Direct line on 12.19.23 I emailed her back, I got a response of an automated message from sunrun customer service and they will be in contact with me. From then on I would reply to her email directly. I called her direct line and it always went straight to voicemail. I was unable to speak to anyone until 1.4.24. She told me to send any of proof that I have of what Lukas had said to me. He promised me a gift card of $250 (never received) along with all the details of how much money I would be saving! I sent what I had, but confirmed that most of what he said was verbal. I got a reply on 1.19.24. She informed me that the complaint was sent to the integrity team and she could give me a one time $300 credit for the difference in our monthly bill. Insinuating we using our electricity differently….She said once our system reaches a full year, they can initiate a Home Electricity Report where they will be requesting our 12 consecutive invoices from our utility provider and their Specialized agents will be working with me directly. I did not agree since that would put a band-aide on our current situation. She then closed the case. Why would I drill 32 panels into my 3 year old roof to save five dollars, it doesn't make any sense. I am not using my electricity any different than I did a month ago. This is a clear case of bait switch. Their average response time to emails is 3 to 4 weeks. It takes weeks for them to respond to an email. So, in the end, the consumer gets taken advantage of, promised gift cards and substantial savings that doesn’t happen. It is true our house produces much energy, but that energy is stored and then sold to other consumers. If I had known that my savings would be five dollars per month. I never would have put panels on my three-year-old roof.

Glad I read reviews and used common sense before buying

I was approached by SunRun about 5-6 years ago. They almost got me until the inspector said he'd have to put a hole in my roof for safety reasons at which point the discussion ended. I wasn't about to have an uninsured hole in my tile roof that I'd be responsible for, or be forced into a lease to cover it. The 2nd time now March 2024, 2 women came to my door and talked at length about NEM 3 benefits which led me to believe I was leasing batteries and reselling energy back and that panels weren't involved. Per their request to discuss in more detail, they took a copy of my PGE bill and returned the following day. They had taken an aerial shot of my roof, calculated the sun alignments and figure out (roughly) that I'd require a 7kwh system and began writing out in long form, a comparison of my current usage and compared it to some calculations they made on the fly showing the monthly savings if I went to Sunrun. In advance of the meeting, I'd gone through my annual bills and figured out total costs, usage and averages. After looking over the numbers they'd written out hastily in table form comparing PGE to Sunrun, I noted that the savings weren't as significant as I'd hoped. They went on to claim that the rates would continue to rise, some 12-18% in the years following and that Sunrun would rise 3.5% annually for the 25 year contract period. It dawned on me that the sums I had totaled from my existing usage were over 50% less than Sunrun was planning to charge me. As my usage is split between PGE and Pioneer, they stated that I wasn't adding in my Pioneer totals and that I was going by last years rates which were 12% lower. I questioned several other things, but most notably how they had derived the future PGE rate increases and requested they prepare a spreadsheet showing all the figures to which they agreed. Before I had agreed to anything, I was told they'd send for an inspector to come the next business day and was told about the many legalities of the contract and that I had 7 days after the inspection to decline the offer. I was then put through a slough of legal emails and questions that I had to digitally sign off on which bound me to their lease program before I had ever had a chance to think it through or receive the information I requested. After they left, I looked through my bills again and noted that I had added in both electric bills (PGE/Pioneer) and that the numbers they'd given me specifically for February 2024 (after rate hike) were considerably higher than what I was already paying. ($188 vs $294). I immediately wrote to them requesting to cancel the appointment and wanted to see the spreadsheet before moving forward. In addition, I had located information on the internet that stated there would be only a 2.8% increase in 2025 and a decrease of 1.6% in 2026 - not anywhere near the 12% they were telling me that the CPUC had agreed on (CARE program rates). As I didn't hear back before 6pm, I texted them to again cancel the appointment and that I wanted to see the numbers they'd calculated in a spreadsheet form. Later that evening they did finally get back to me and said they'd have the numbers out that night but wanted to go on with the inspection despite having said specifically that I wanted to cancel it. Saturday morning after another text trying to cancel, I was informed that the information I had requested would be forthcoming and later found an email pointing to various links showing previous rate increases along with projected trends from alternate liberal sources talking about the climate 'crisis' and so on. No spreadsheet still. Complaining that their rates were still higher out the gate and promising that my home's roof was adequate, they finally agreed to cancel the inspection appointment citing they couldn't get another so soon. I kept saying that I was in no rush, and wasn't but it didn't seem to matter. They wanted the sale. I don't like high pressure sales tactics, and this is just that. Trying to rope the customer in before they have checked all the contractual dots. Like many experienced as noted in these negative reviews, many didn't get the kind of support they were promised and ultimately paid significantly more for their electrical usage either because of higher rates or inefficient or poor customer service. I worried too whether the future purchaser of my home would want the same contract or I'd be stuck giving it away though they did their best to make it sound like it was a win win as PG&E would always be higher. Not so fast.... If Sunrun was any good, they wouldn't have to go door to door like vacuum cleaner salespeople to sell you on it, much less make you sign up before you've ever had a chance to think it over. If this were a valid product, they could well advertise their rates and contractual obligations publicly and let the people come to them. To me, their sale approach is deceitful and misleading and likely untrustworthy as many have found here.

Worse company ever!!!!!!!!!

Please stay away from SUNRUN, you will be paying more in electricity and if you need to redo the roof you have to pay over $8000 dollars just to take it down .Stay awayyyyyyy

Lost my deposit

Had an interview with a representative November 2023. Paid a $500.00 deposit. Called to find out next step, no answer. Called Sunrun, was told to expect a call same day, no call. DO NOT advise doing any business with this company. Seems to be a total Sham.

Horrible Customer Service

Calling the customer service number is an action in futility. The agents are rude, ignorant, and complacent. I have to call every week to get something resolved. They messed up my roof upon installation and have yet to fix it over a year.

Worse company and bad customer services

I have my system installed from Sunrun for about 1.5 years. I pay more my electricity now than without the solar panel. Call the customer service to see if there anything I can do lower my cost. Previously they told me that they can analyze the electricity usage for the previous year with solar and they can provide a credit if there is no cost savings between the period with solar and without solar. The customer service told me that they will not do anything. I ask if can talk to the customer rep that I dealt with when I first got the system they say no. The customer service does not know anything. They say whatever to get you off the phone. They give me a case number for the rep to call me in two business days but the rep never call. Based on my current bill I pay almost twice as much for my electricity with solar panel. I pay for Sunrun with the lease and pay the utility company. Based on my experience, do not do any business with Sunrun. If you want solar, just buy the systems from another company. Do not lease or do anything business with Sunrun. They will scam you to get their crappy system.

Clean and fast

The crew arrived on time and completed the job before days end. The foreman, Eric, went over everything with me before starting. The crew was very neat and even worked in the rain. I have heard stories in the past about bad installs but this crew met every expectation as discussed with my sales rep. I could not be happier with this process.

No Worth it

Pay attention to this review, Sunrun Solar Company and all solar companies out there to trick you into installing solar panels on your roof whether you lease or purchase the panels. This is an absolutely SCAM, period. In all New England States, we don't get enough sun light to actually generate enough energy and save on the electrical bill that you will get every month from the utility company. They do all this calculation when they are trying to get you to install the panels, but nothing is true about it. During the winter months we only get about 10 hours of day light, during the spring season rains every week or even snow. If you don't agree with me, go ahead and have solar panels install at your home, you will be adding another bill to your paycheck every month without much benefits. I've completely regret installing the panels at my home at a $123.00 monthly plus the electrical bill from National Grid on top of that, where's the saving. Don't do it or you'll ended up like disappointed like me.

Homeowner

Holes in roof since install 2 years ago remediation process is so unprofessional I literally have been left in dark and now considering getting attorney. Repairs are scheduled for April 15,16 .. I need compensation for motel during drywall and mold removal, no one will communicate with me forcing me to take action

SUNRUN TREATS VETERANS LIKE DIRT

My husband bought a 23 Lightning on 2/17. Sunrun has sent the charger to Texas once or twice. We don't live in Texas. We live in FLorida. We cannot get a charger to save our lives. Andrew Hopkins will not return calls or emails and is extremely rude. After I left him the message that I called him out on the Better Business Bureau, he was able to call back to tell my husband, a disabled veteran, that he "will get the tracking number when he decides to ship it out," which will be next week. Andrew has known that the address is wrong for weeks but will not rectify the issue. We have called Sunrun at least 50 times for updates, a tracking number, or anything. I went higher up to ANdrews boss, Ganem Tebet Baez and same thing. Nothing. He doesn't care. My husband is a 100% disabled veteran. It's hard enough to find chargers in Florida but try finding a charger with a handicapped parking area where you can get into wheelchair. I reached out to BBB yesterday, but I thought it might be best that someone higher up at Sunrun can investigate the issue. I would be embarrassed to supply this level of customer service to my customers. PLEASE HELP Jennifer Yates

Worst experience wver

From the sleazy salesman, who had me signing stuff before I even knew what was going on to the horrible customer service that will not take me out of their system and continues to call me and try to schedule installation. I cannot reinforce to everyone out there do not use Sunrun.

They Suck

Had my roof redone and paid for the removal and re-install. Three months go by and the system is not reinstalled, I kee[ paying, for the service, no pannels re-installed, case manager never calls back, and when I call, I am being told that it would take another week for the plans to be uploaded to the work schedule. This is Kafkaesque at best. If there was a way to grade with negative stars - I would

If you have one year to wait get your solar activated and working, then choose this company! The entire project is so uncoordinated and it looks like the company's goal is to actually not help you save money on power. There was no one briefing the home owners how the project is going to pan out. We waited 2 months after the panels got installed for the 1st inspection because there's no one from Sunrun to follow up with LADWP. You have to be so proactive that you might as well do the job for them. They'll be so quick to charge you money and change configurations of the project but they're slower than sloths to follow through anything. Although there's always an available customer service agent to chat and speak to you, they have absolutely no clue on what's going on. After waiting 9 months and the LADWP gave their final approval and finished the last inspection, panels are still not working. You'll have to jump through multiple hoops to actually get proper help and for them to send someone to check the junk they installed. Absolutely, not acceptable! Instead of saving money, you'll have to waste your time on the phone with them, at least for a month just to get them working on what you've requested. Warning for future homeowners planning to install solar panels, don't fall for the empty promises of this company.

Very nice crew. Work completed quickly and no messes left behind. Highly recommended

Installed Solar system

Nam and his team did a great job with the job and he was very confident that the job would be satisfactory for me. He was extremely courteous with my house and property.

professional crew. Process was explained to me in detail. Very quiet installation. Everything was cleaned up at the end.

SKEPTIC- CUSTOMER

The process went so well. I was skeptical because my husband was skeptical for a long time. I’m grateful that I let McKenzie in because they were able to help us with the electrical panel as well as my electric bill. What I liked about all of the people I have worked with sunrun is they have all know what they are talking about. They are super professional and clean. They have been extremely reliable and knowledgeable. A lot of my neighbors and friends have done it and I’m excited to get the benefits with them!

Shining Star job

Great crew. Too live!