Sunrun Inc.

Great experience and hands off

Loved the simplicity of sunrun

One year in and I'm very happy with my system. Brian and Sunrun have been great to work with the entire time!

Brian Cartier helped me with my system. He was very professional through the process, answered all my questions and have been using the system and I am very satisfied with it so far. A+

Sunrun, Inc - Vivint Customers under a Power Purchase Agreement

Sunrun, Inc. operates fraudulently and has shown me and countless others that they clearly do not care about the best interest of their customers. Just look at their horrific online reviews. They deserve less than a 1 star rating for what they have put me and my family through over the past two years. Calls and emails to Sunrun always go unanswered and I am forced to have to follow up with them. I am assigned case numbers and false promises that someone would reach out to me within 24 to 48 hours. I can never speak to a manager or a supervisor and am always told that they are either on a call or in a meeting. I have a large binder documenting my horrible experience that keeps growing. My wife and I entered into a Power Purchase Agreement 10 years ago with Vivint, Inc. We don't own the panels, just pay for the energy that they produce. We never had issues with Vivint and were forced to join Sunrun against our will when the company acquired them in October 2020. For the past two years their solar panels have just been sitting inactive on our roof not performing and are completely shut off for safety reasons. Our home has been infested with squirrels nesting on the roof and damaging wires, micro inverters, trunk cable, etc. Our neighbor had a similar issue and he was lucky that his home didn't catch on fire. During this period of time Sunrun has sent contractors from Nova Source to our home a total of 6 times. Every time they come to replace parts they find more damage and we have had to wait many months for them to come back. It has been a never ending cycle of madness. Sunrun has been in breach of contract and they have known that for a very long time. All we have asked is for them to remove their solar system and be accountable for damages. Yet, instead of terminating the contract and removing the system they continue giving us excuses and ignoring our many pleas for help in our very difficult situation. They offer no solution for preventing squirrels from damaging their panels and crawling all over our home. I have critter guards that were installed two years ago when we started having issues with squirrels. They don't work at all and Sunrun has been informed numerous times of gaps in between the panels that continue to allow squirrels to do continuous damage to their solar system and to our home. Last year in April and September I contacted animal control to inspect the roof and damage. They provided their recommendations and I sent the invoice to Sunrun who informed me that they would take care of all damages. I never heard back from them at all and they continue to ignore the situation. I have filed complaints against Sunrun to the MD State Attorney General's Office of Consumer Protection, the Better Business Bureau, and to the Solar Energy Industries Association (SEIA).

Screwed over by Sunrun

I thought I did my dude diligence, I thought that Sunrun would be a good choice. What a mistake that was. I was very concerned about making sure that my Solar System was installed before the grandfather date that APS had, And I did get it done before the grandfather date ended. Months later when my bills did not seem to reflect any benefit, I started asking questions. It turned out that they did not change The rate plan that I had before having solar from the time advantage plan (with APS) to the more advantageous EPR-6 rate plan for designed for Solar. I was told by APS there was no way to change my rate plan, the time to do it was when they turned my system on. Clearly a Sunrun screw up, I will be paying for for years. I was concerned about the roof they were installing the the solar system on, I asked them about it and they said that the quality of my roof was fine and it was ok to install the solar system on it. It turned out that was not true, and there was a significant issue with my roof. I had to reroof my home, When I contacted Sunrun and told them that I had a leak, and I needed to have them remove the panels, so that I could replace the roofing materials underneath them. They told me they were going to charge me over $4000 to remove the panels and replace them once the roof was completed. I have another home that had a similar situation with a Solar System from a different company that was installed on a decrepit roof. That company immediately removed the panels so that I could reroof the house and then reinstalled the panels with no charge. If I could give them ZERO stars I would!!!

9 years of Great Savings!

We were one of the first ones on our street to go solar, we have electric heat so this has been huge savings for our house. The company has been responsive to me when I have had a problem. The system itself has saved us a tremendous amount of money. It was the best thing we ever did! We have been very very fortunate! We have had the system for 9 years and we have probably saved close to $10-12,000! And we didn’t pay anything out of pocket to do that! We had a small leak they fixed it fast with no cost and we have had no issues ever since! That has been the only issue we have had in 9 1/2 years.

They are liars

We purchased a house last year. It came with sunrun solar that was transferred to my wife's name. We were told it defrayed the cost of SDG&E and to not worry about how much electricity we use. We pay $158 a month for sunrun. We just received a bill from SDG&E for $678. Sunrun keeps changing their story. 1st they said everything was running fine. Then they said it wasn't. Then they said the contract was based on the prior owners usage, the pervious owner died years ago. They lied when we transferred service and now they are full of excuses. And WE are the ones stuck having to not only pay $678 to the power company but, we have to keep paying sunrun $158 a month.

That's why they got 1/5

I have been searching for a solar company to put some panels on my roof and I first met 2 Sunrun agents through WeChat (it’s like Chinese WhatsApp app). At that time I’m a newby in the market and had a lot of questions. Nevertheless I work in bank full time and have a baby to take care so I don’t think I overwhelmed them with too many questions. But after a few days they suddenly stopped responding. After some weeks when I’ve done more research and met other solar companies, I asked Sunrun whether they are still interested in selling solar, in the same chat where my questions got no answer. They replied yes very soon, but still didn’t answer my previous questions. I had to assume they share same answers with other companies. After some rounds they stopped answering again! As I was told by them Sunrun is the biggest solar company in US, I was still interested in them and went to their website and expressed my interest officially. Someone picked up my request, called me for 30-60min the same night, gathering information and saying he would contact back when he has proposal— and nothing happened in a week. Then I tried the previous WeChat group again inquiring is it possible to have the onsite examination. From then they started to treat me like a real client. They told me there is $500 deposit in advance, which will be returned to me very soon if I decided not to continue. I paid. They also mentioned there is a call screen process and you only need to answer all the questions with ‘yes’ in order to pass it. The person conducting the call is not local and has a very heavy accent. Being in US for 15 years, I’m almost a local and can understand different accents, but still she gave me a hard time. I didn't want to blindly answer yes to all, so I listened carefully but still I had to ask her to repeat or put in other words what did she mean. But she is just acting like a robot, and only repeats the same question with same accent and requested me to answer Yes or No. I had to follow what my broker told me and answered yes for the questions I couldn’t understand. But I also realized that for at least 1 question the answer should be No! After they’ve done the onsite analysis, the final report shows a number which is 10% lower than previously communicated. I felt a little bit off as if I were told the real number in advance, I wouldn’t need to pay the deposit and waste time in onsite inspection or communication. But still I understand that the final report is expected to be different from case to case. Same time I also realized their review is like only 1 star out of 5 from solarreviews. I did not complain, but just told them I decided not to continue with them. The agent tried to persuade me for some time, but I politely declined and specified the reason is mainly on cost efficiency. Upon knowing that we are going with another solar company, the agent said they have seen a lot of bankruptcy in this industry, and he said he would predict that the other company would be bankruptcy in 3 years. I felt very uncomfortable with his words, but still politely told him it’s unnecessary for him to say that to another company. He told me to write an email to cancel and I’ll receive my refund in 2 weeks. I did and got confirmation that I’ll discontinue with them. On the 17th day, I still haven’t received my refunds with 1 follow up in between with the agent. He told me to write another email copying him which I did, and the 18th day I received an email saying I’ll receive my deposit within 14 days from that day. I replied saying this does not make sense to me. I followed up with my agent but he just said don’t worry, you will get it finally. But i would never expect them to hold my money for more than a month!! The next day someone called me from Sunrun, asking me the reasons I decided to cancel, and I honestly say the reason is due to the kWh off in final reports as well as reviews. The person kept asking me to stay. I was busy working in a bank so I said let’s stop, I don’t feel like this is ending anywhere as I already made up my mind to move forward. When I asked him why I haven’t received my refund after 2 week, he said it’s 14 business days not 14 days (even though my initial agent told me ‘2 weeks’ and the email also says ‘14 days’ instead of business days). I counted and told him even if business day, it will be 14th business day tomorrow and please send my money back before tomorrow end of day. He ignored my comment but still reverted back to his pursuant earlier to push me stay. I got a little impatient and said look I don’t have time and he interrupted (btw he has always been interrupting my words) saying that if you don’t have time you wouldn’t spend 7min now talking with me. I felt really impatient and told him okay just return my money tomorrow before I report…he didn’t let me finish and hanged up. I couldn’t speak for all Sunrun employees but at least For ALL the employees I have met, they are not that professional and all left negative impression. I don't think I'll ever consider working with their company, and will warn people around me to stay away from them.

Vince Sbraga Was our salesman, and he was beyond great very personable. Was there when we had any questions and was on time for every appointment that he said I would recommend Vince to anybody

Don't

This is my second review after my initial review of 1 star. I regret signing a contract with Sunrun. We had great communication with the people signing us up and over the 8 months it took to get it running then when we had a problem after installation we couldn't get anyone to answer locally. We decided to lease the panels and we were told with the number of panels they figured out we would have a set bill rate of $158 a month and we might occasionally have a bill of maybe $15 from our Tucson Electric Company. The total of our TEP bills have been $1641.80 in the past 8 months with Sunrun and we have spent $306.78 more on our total bills with Sunrun than we did for the same months last year. We believe we don't have enough panels to make our bill close to the bill they told us we would have, with those occasional $15 over charges. I believe we don't have the correct number of panels and/or that the panels are poor quality, which I have heard in other reviews of Sunrun panels. Response to YELP review: Thank you very much for providing your service address and a brief description of your issues. We're so sorry this has been your experience, and we want to do everything on our end to resolve your concerns quickly. I look forward to turning your situation around! I've assigned an Expert to review your account and reach out to you as soon as possible to assist you further. Next response from Frances: My name is Frances, and I am part of the Social Media team here at Sunrun. I'm following up with you regarding the review you provided. I'm so sorry to hear about your system and savings concerns, and we definitely want to turn your experience around. In order to look into this further, please provide me with your service address. Once we have your information, we can personally assign an Expert to you who will be more than happy to assist you with any questions or concerns regarding your case. Sounds like they want to turn this around Here are highlights from Joe the Expert: 1. Our team is dedicated to improving your experience with Sunrun by resolving existing issues and ensuring they do not happen again. 2. I will confirm if you're getting credits for the electricity you're exporting to your electric company. I'll also see if you're saving money overall with solar, and possibly reducing your payments to Sunrun. 3. I don't know exactly how your salesperson phrased it, but it's possible the system size changed from what he was originally talking about. Section 18 of the signed agreement does state that the agreement supersedes any prior agreements or representations made. It also states on page 36 that there's a possibility that you may realize no savings, which is why I'm offering to lower what you pay Sunrun. 4. We don't have insight to see how much energy you're consuming during the day, so while I can't say for certain that your solar production is covering your usage during the day, that's generally true of most customers. Please let me know if I can help further. 5. It's possible your rep originally spoke about a certain size of system with you, when making claims of what your utility bill would be, but at some point a smaller system had to be installed. This sometimes happens if the roof doesn't allow for as many panels as they originally think. He also told us that once the sun is down we are 100% on TEP. That was news to us. Our rep told us that we would not have to change our lifestyle. Now we are keeping the house colder than usual, using less lights at night, being vigilant about doing laundry or running the dishwasher at night. All this and paying more for electricity. After several emails with Joe" Sunrun gave us a huge discount on our bill. $14. When Joe called to follow up on our great deal my husband gave him his perspective of being conned and ripped off and Joe said something to the effect of he will be making sure that the sales department works on being more truthful. I'm so glad our sacrifice and loss of money is helping the sales department stop conning people. From the reviews on this site we are not alone. There are a total of 3661 angry members of 4 groups on Facebook and many more if you google Sunrun reviews. Reviews about damage to roofs, poor response to calls, dissatisfaction with panels. I read that the company no longer has its own employees doing sales or installation in Arizona. Ironic since Arizona is called the Sunshine State averaging over 300 days of sunshine a year. They now use a network of affiliated sales and build partners to interface with customers in the state. I hope those workers get the "don't con the public memo". Joe said "Please let me know if I can help further." Yeah take your panels off our roof and end our contract. I hope we don't have trouble selling our house with a Sunrun contract. We should have never signed a contract with a company that sends reps to the neighborhoods and knock on doors. Don't make that mistake.

Lorenna is a shining light in the world of solar energy. Her passion for sustainability and commitment to providing clean energy solutions is truly inspiring. From the moment I met her, I could sense her dedication to making a positive impact on the environment. Not only is Lorenna incredibly knowledgeable about solar technology, but she also has a natural ability to connect with people and make them feel empowered to make a difference. Her enthusiasm is contagious, and she has a way of making even the most complex concepts easy to understand. She has exceeded my expectations. Her attention to detail, professionalism, and genuine care for her clients set her apart from others in the industry. If you are looking for a solar expert who is not only skilled and experienced but also compassionate and dedicated to creating a more sustainable future, I highly recommend Lorenna. She is a true gem in the world of solar energy, and I am grateful to have had the opportunity to work with her.

It’s been a year now, since I have been a SunRun customer and when they said, no out of pocket money they meant it. I am happy with my fixed low monthly rate. Excellent Savings!

JOHN G.

This solar co. is not telling the truth about rebates. You have to owe money to the IRS if your expecting to get a rebate. They told us we would get a 20000 dollar rebate we dont owe the IRS anything so no rebate. Panels dont produce the energy the say they will. Tried to get a service call to check out our system they want to charge 270.00 dollars for a service call. This company is a rip off scammers.

Monitoring

Shortly after Biden took office I started to get exorbitant electric bills. I just assumed it was due to the green agenda. Recently I started to speak with family and friends and realized that their bills hadn't changed dramatically. I called PSE&G and they changed out their meter only to receive an email from them telling me that the meter that was replaced was a 100% accurate. I then called Sunrun and they told me that their meter hasn't been operating properly for 2 years and just to get someone out to the house was going to cost some $200 hundred. Upon which I said why hasn't this been addressed sooner. I have this box on the outside of my house that is supposed to be monitoring my system but they told me that because I paid off the lease and own my system they no longer monitor it. After arguing my case with that customer service rep back and forth she put me on hold for 45 minutes and then just hung up. I never realized any thing was wrong because the meter was continuing to give me generation data. I called back right away and asked to speak with a supervisor and that rep asked me to work with her to no avail. She in turn told me that it was $300 to replace the meter. Don't know if that would be in addition to the $200 the prior rep had mentioned. Ultimately asking to speak with a supervisor again only to have her tell me there are none there. I asked for her to have a supervisor call me when one becomes available I will not be holding my breath. I will call back on Tuesday after the holiday. My system was purchased in 2015 according to the second rep my lease was 20 years so if I wasn't good with paying my bills and hadn't paid it off early they would still be monitoring it? Going by my math I should still have my system monitored for 11 more years.

Bad experience

I am writing my reviews to share my worst experience Sunrun. They installed solar panels at my new home. Their rep had informed me the acquiring solar systems will significantly eliminate my energy bills. In fact , he mentioned that my monthly bills should not exceed $20. Fourteen months down the road. It’s turns out this was not the case. To make matters worse, after 3-4 months of solar installation, another rep came in and determined that the issue was that the initial rep did not do an accurate assessment of my energy needs. He then promised that the issue will be addressed. Later, I got a call and was informed that the case has been reviewed and that I will be getting additional panels at no cost. What was not explained to me is that he was selling another contract, the PPA, to implement some other systems with batteries from Sunrun. I only came to knowledge of this when I was sent some documents to sign off the contract. A company that failed to get things right the first time is now selling another contract to the same customer to fix their initial error. What a shameful company filled with reps that have no honor.

andrew.macdonald@sunrun.com

Andrew had great customer service. He was knowledgeable about this product. Andrew was able to explain how the solar powered unit would work and how we would benefit from its use. He made this process clear to the point and easy to understand its benefits. I'm glad I got Andrew as my representative for Sunrun and would recommend you speak to him for any questions about this solar powered company.

Texas isn’t listed. Previous Vivint customer, beware!

Texas isn’t listed as a state to select. It has been 6 months of having delt with Drew Taylor a Vivint sales rep for solar. The install was performed by Freedom Forever. It was the absolute worst decision we’ve ever made in our life time. Drew’s swift tongue and supposedly paying out our current electric provider and his pleas kept us barely on the line. They covered half my contract buy out. He is a good salesman and true con artist. When I had my doubts I should have followed it, always go with the gut. To make it worse supposedly when getting solar we were supposed to receive a monthly service credit of $20 for life on our alarm system we signed up for. Well that was a line of BS as well. Drew said we didn’t get the credit because our roof line was difficult. We have no elevation changes on our roof! Freedom Forever (their subcontractor) did there part of the installation, no complaints with them. Respectful workers and clean work. When we tried complaining to Vivint about the solar they kept placing blame back to Freedom Forever. I kept telling them they didn’t do anything this was you sales rep that we are disgusted with! We loved Vivint on our previous monitoring system dating back 10 years but now that company has obviously changed. Once our contract is over they can kick rocks I will never recommend or use their services again and hope they higher honest people or bankrupt .

My Sunrun

My experience with Sunrun, so far, has been very satisfactory. The work program is being carried out as scheduled. The problems that have arisen have been satisfactorily resolved. The representative, Matt, has behaved professionally.

Poor service No concern for customer Technically inefficient systems Mis-use of personal banking information on file. Charges credit card for high $$ without notice that customer has no clue about Takes months to revert back on a case. They just keep transferring calls from one team to other. Customer reps have no knowledge Just Concerned to mint money

Do not use Sunrun and definitely DON'T REFER ANYONE!

We purchased Sunrun back in 2022 and made a loan instead of out right purchasing. The installation took longer than usual and the company blamed it on Covid. We had to start paying for our loan even though the product wasn't delivered and Sunrun couldn't do anything to postpone the payment start date. One month loan amount was paid before the installation was finished. So the lesson here is that the financial company's loan start date is unrelated to the Sunrun's completion date. Second thing about Sunrun is their referral program. My neighbor used Sunrun(same Sales Consultant) with my referral and when I reached out to them about the credit, Sunrun's response was it's beyond the time frame to connect the Accounts so they couldn't process it. Their internal process is not my responsibility and their promise to give $1K bonus is a scam! Don't refer anyone if you don't want them to go through the numerous phone calls I had and don't even pay out on their promise due to some kind of system error. Third is that after the installation was finished, the team left garbage on my roof. My kind neighbor across the street pointed out one day and I have a picture to prove it. My neighbor saw it from their second floor. They left a pile in the center of the roof so when you look up, it's not visible but you had to walk away from the house to see it. Sunrun eventually sent someone to clean that up which took weeks. This company is one of the biggest solar company and it will be around. So, if you have a problem you can reach out. But keep in mind, big does not mean they know what they're doing. Especially their internal Ops team has no clue or has limitations. Customer support also put you on hold for a long period in silence before they can do anything. We can't return our panels so we're stuck but you don't have to!

No real warranty and no monitoring

It's now two months my 10 months old system is down. All 19 inverters stopped working. Sunrun did not monitor the production and only when I noticed it they reacted. It turns that Sunrun either can't fix the broken inverters or that they are in no rush to do it. They came twice but did not have inverters or didn't know what the problem was. Next (the third) visit is scheduled five weeks from now. Noone knows why these delays are happening. Last crew that came did not have inverters and left main control panel box open and exposed to the rain. I covered it with tarp and hope it will not be damaged. Sunrun is asking me to pay $3200. I have no choice but to pay. In short SUNRUN provides no warranty and no timeline for repairs. Stay away from this company. Fine print in your contract will tell you that you are completely at mercy of Sunrun.

I am so glad I switched to Sunrun! They were able to not only help me with my electric bills but also my roof and my electrical panel. It has now been a year and I’m so glad a switched. This year will be even better with the spring production. McKenzie answered all of my questions and helped keep me notified through the process. I was very skeptical about solar for years but I am so glad I gave her the time to explain the program because I am in a better position. She still checks in with me and made sure everything was looking okay after my first year.

Solar contract signed by tenant

I am trying to get a lawyer to represent me. My tenant signed a contract and 57 panels were placed on the roof of my house. The tenant passed away. His family gave me copies of all paperwork. I have experienced roof leaks which I had to make repairs. Sunrun is responsible for Vivint the company in question for installing and taking off roof tiles. I asked to have the tiles replaced on my roof and have my roof certified. No one at the company gets back to me with any resolution. Mary Ann Mooney

Run away from this company

Run. Especially from Angel Vasquez, who I am convinced 1) isnt a real person and is some robot the company uses to not answer customers 2) doesn’t work and is being paid for absolutely nothing. We bought a house that already had leased panels with Sun Run so we had to take over the contract. Needed our roof redone (drywall in ceiling collapsed due to monsoons and roof being 20 years old). It took 8 MONTHS just to get the solar panel removal scheduled. Just scheduled. I had multiple written communication on the date and time or removal. 1 year after ceiling collapsed, roof repair day comes, get a call from roofing company, solar panels were not removed. Me, my husband and the roofing company called multiple times trying to resolve, only to be told SunRun wasn’t sure when they would get there. I finally get a call from Rich from SunRun (who is amazing and should leave this shitty company and go somewhere where his amazing hard work is valued). He had no idea there was even a removal scheduled. He sent a crew over and got them removed. The roof repair was finished 5 weeks ago. We have called and emailed Angel Vasquez numerous times and still no answer. I finally reached out to Rich, who went out of his way to get us scheduled. Finally got an email yesterday (computer generated email) from Angel Vasquez, our panels are scheduled to be reinstalled March 6. Officially 2 full months after roof was finished and 13 months after we first asked to get them removed. Y’all pray for us they’ll actually follow through. I think it’s better to take a sledge hammer to your panels then waste any time with this company. Beside Rich. He’s great.

Excellent Experience

We worked with Felix Rentschler from start to finish on our project. I can't recommend him enough, he was there for us 24/7, answering questions from the design stage all the way to when the system was activated. His presence on the installation day was invaluable, helping to coordinate the installation. We had specific requests about the location location of all equipment, and he helped to make sure the installation crew knew exactly what we wanted and that everyone was aligned. Would highly recommend asking for Felix if you are interested in understanding all the options.