Sunrun Inc.

ABSOLUTELY TERRIBLE

We have had our system for 2 1/2 years. We started noticing water damage to our walls and ceiling in our living room area, so we went to our attic and saw leaks EVERYWHERE!! My walls, ceiling and insulation in my home is damaged as well as my roof!! We contacted SunRun immediately. After weeks of constant emails to our "escalation expert" they finally sent someone out to our house. The so-called "repair" was to glob and smear tar around the attachments!! I looks a two year old did it!!! DISGUSTING!! We had our own roofer come to our house to evaluate the repairs. He took photos and wrote us a report that explains in great detail that in installation was done incorrectly and has compromised the integrity of the roof. We sent the report to SunRun, the response is that the "Per contract, we completed repairs for leaks due to solar penetrations, satisfying the agreement." UNACCEPTABLE!! Per contract, they guarantee "watertight seals for 10 years" They are refusing to correct the damage they caused! Now they won't return any emails or texts. No one has mentioned the additional damage to the ceiling, walls or the wet insulation in my home!! I have asked about it several times!! I WILL NEVER RECCOMEND THEM TO ANYONE!

Worst experience ever, sunrun is a nightmare

If you are looking for a drama at your property, you have found the right company. They will help you experience delays, mistakes in design (designing your system based on your neighbor roof), sending the documents to the wrong email and not able to fix the error for weeks, firing their sale rep and not able to assign a new rep to you for month, delaying in loan process, and after 15 months, still no running solar system. They are not responsive to you immediately after signing the contract, will disappear, and very unprofessional. Please read hundreds of complaints against this company before coming into business with them. Please google them and read carefully about them. Do your research and avoid drama for yourselves and your family. Avoid avoid avoid

Over the top experience: highly recommended

What can I say...the estimate we were given was within our price range. The installation process was explained at every step. Sunrun personnel were friendly and informative. We were not in a hurry for project completion, but Sunrun beat all of their estimates on timing. We highly recommend Sunrun.

New customer

I recently had solar panels installed at my house, and couldn’t be happier. What really sold me on the switch to solar was Reginald Scribner. Between his knowledge of the product and willingness to answer all of my questions until I completely understood everything made this a very easy decision for me. Once I decided to make the switch he stayed in contact with me through the installation process to make sure everything was taken care of to my satisfaction. He continues to check in with me as I wait for GMP to do their part. From the beginning Reginald has made this a great experience.

I have been waiting for over 600 days !

I have been waiting for over 600 days to get the solar working in my house. Failed inspection after failed inspection and no way to contact anyone to help me with a way forward. I want these panels off my roof now! I don’t trust anything this company says. I will be contacting BBB now.

No Show Appointment

I had appointment scheduled for today, November 8, 2023. It is now 45 minutes past my appointment time and I have received no call, no text, no communication whatsoever. Am I to understand that there's no interest in generating business? Even if that is true the The considerate and prepper thing to have done would have been to communicate with me. After having this no-show I looked up your company's profile and ratings by customers. I can see why your rating is so low. Totally unprofessional. For me day one is all I need from this company. They are very unprofessional and sloppy and obviously do not care about the inconvenience they cause people who are waiting for an appointment that never happens. Linda J

Non performance violation

There have been leaks in my roof in the past that were fixed by Sunrun. This latest issue requires the back of my roof to be replaced. They sent out 3 inspectors & was told the work would begin in October. After the estimate was sent to Sunrun, they sent out a third party contractor (not a inspector) who said that he would be telling them not to repair my leaking roof. Now I can't get a hold of them. BTW the last guy insulted my military homeowners insurance.

Thomas Minkler is a Fantastic Solar Consultant

Thomas Minkler is very knowledgeable and detail oriented. He was always on time, respectful and well dressed. He took the time to make sure every one of our million questions were answered. We ended up needing a tree cut down and he made sure that happened for us. Sunrun even let us keep the wood for our fire place. Thomas showed up to our install and made sure the processes were going smoothly. He kept in contact with me through the whole process and made sure I knew what was going on every step of the way. All in all a 5 star experience and if you are on the Cape I for sure recommend Thomas Minkler to be your Sunrun Solar Consultant.

Sunrun sucks!!!!!

We purchased a 42 panel system. 59 k. Went with sunrun for two reasons: first, they are a Costco vendor and two, their financing was awesome. Didn't realize sunrun subs their installations. The installation was grossly negligent. Their advertisement guarantees a 10 yr watertight roof but the contract guarantees a 25 yr watertight roof. Two months after the install with the first rain, we had leaks. Sunrun denied responsibility. That was shitty. I fought with them for "months" to pay for damages. Year two, we had worse leaks and much more water damage. Some to our one yr old insulation; our master bdrm ceiling; our hallway and site of the first leak. These leaks were not a coincidence. Our roof was LEAK FREE for 20 yrs. Sunrun gets credit for paying for interior damages. However, they are are not taking care of our roof issue. The cause of all our leak problems. Sunrun did not follow industry standards by sealing each puncture site with flashing. They used only some stupid goop. Some mounts had lots of goop. Some less goop. That crap would no way last 25 yrs. Didn't last through the first rain. Didn't last through the second rain. I've been forced to cover our roof with tarps and plastics. Sunrun has been warned we are fast approaching our rainy sesson. They don't care. Probably trying to deny responsibility. I do NOT recommend sunrun...ever.

Once you sign, they’re done with you. Not true to their word. Incompetent as they don’t get back to you were at all or they get back to you at a later date. First signed in July and still waiting for two units to be turned on.

Run

If u want to pay twice as much...

Horrible service. All lies

Sun run continues to disappoint. I have had service since 2018 and have yet to save any money on my electricity. Not only that, but my unit has also failed to produce the amount of energy that was promised in my contract 3 years in a row and the company will not honor its agreement and reimburse the difference as promised in my contract. I have been in contact with a Rep by the name of Joe Back for weeks and have had no progress made on this issue. I will be reaching out to the BBB and pursuing legal action now.

Stay far far away

Nothing with this company has been good, from sales to transfer. I can't leave less than 1 star, but this is the worst company I've ever had the displeasure of dealing with. The salesman was smooth and had a lot of promises, luckily I got those promises in writing/on the contract, since it turns out they were mostly just words to get people to sign. At first the install process kept getting stalled due to the inability of the company to get proper permits and overbooking their installs. I signed paperwork in July 2017, but the system wasn't operational until March 2018 (9 months). During install, the installers were caught on my ring camera damaging my landscaping purposefully (playing golf with and intentionally throwing items at my mature cacti). The company denied all wrong-doing then offered two mini replacement cacti as an apology when confronted with the video footage. The first three years of the service cost MORE (even in the grandfathered net metering arrangement since I signed before that plan was frozen) than it would have without solar, so the company had to credit my account back after their review since that was part of the original contract (~$2500 in credits in the first 3 years). Then there were the pigeons, nesting pigeons in/under the system, destroying the wires and leaving decaying and disgusting bird matter all over my roof and property. Since my salesman had guaranteed that pigeons won't roost in the solar system on the contract, I was able to get Sunrun to install pigeon guards and clean up the mess AFTER 2 years of complaints and notification to the company that they were contractually obligated to rectify the issue and the added pressure of possible litigation. They removed 4 large trash bags of material from the roof, and left another 2 trashcans full of material on the ground after washing the roof. Additionally, in 5 years, my system went down 3 times due to a broken inverter. 3 times, during the summer in AZ, and it took Sunrun ~2.5 months each time to get someone to look at it and another 4-6 weeks to replace/fix. Anytime I called customer service, it was hours on hold and no resolution just promises to get back to me. Finally, I sold the property and notified the transfers team in late October 2022 before listing the home in late December. An offer was accepted in February 2023, and Sunrun was provided all paperwork before the final closing date in late April. As of early April, Sunrun had stopped responding on the transfer to me, the buyer and the title company. Sunrun continued to bill me for this property and continued to call me to harass for payments daily, but did nothing else. My title company and I were on the phone for ~10 hours a month (and sending emails asking for updates) with different people at Sunrun and nobody taking any action or even bothering to respond to emails from April until August, when my case was transferred to a new transfer agent after someone finally listened to me on the phone. She finished the transfer in 2 weeks and let me know that the period of time that Sunrun dropped the ball would be credited against my account (I turned off auto-pay after paying through the sale date). She put in the data and had April-July credited off of my account; however, this left a little over a month on my bill (for late July-Sept 1st which hadn't hit at that point). I have continued to contact Sunrun since Sept 1st looking for the remainder of the credit and have received ZERO response from both from the transfer agent, customer service and transfers department. We are now in November and I'm still getting no answer and being harassed for payment and constantly told it is my responsibility until the transfer goes through even though I have in writing their commitment to credit it for the period of their incompetency. Do not do business with this company.

Neyt Soto is a great Representive of Sunrun

I’m writing this review in regards to the Panel brand called Tina by SolarEdge. I have been working with Neyto Soto. Neyt has been very helpful and knowledgeable regarding the solar panels. I have yet to have them installed but working with Neyt has been smooth and great. I’m hoping the process continues to be smooth once the panels get installed. I would recommend SunRun so far solely based on the ease of the process I have experienced with their great and passionate staff.

Broken Inverter Since March 2023

Called it in around late March 2023. A technician came mid April. He wasn't able to fix it because the inverter needed to be replaced. Was suppose to follow up the coming week but never heard from him or anybody from Sunrun. Called back many times only to be told that somebody will get back to me. Finally a case manager called me back mid June and stated that the part needed was still coming. Called back many times to get an update. Never got a return call until around early August. Talked to the case manager about how urgent this needs to be. Never got another update until mid September. I finally was able to get the email address of the case manager and contacted her. There was a couple of email exchanges to get updates. Still getting a reply of 'waiting for inventory'. As of today Nov. 2nd, 2023 still not fixed. THAT IS A TOTAL OF 7 MONTHS. Total fail for Sunrun.

wrong system installed

Sunrun installed the wrong system and will not call me back to fix it. Looks like it is court time.

Terrible service!

At the beginning The company intentionally calculated much lower average consumption for us which we discovered later and we are paying now about 35-40% higher than we paid before panels. Of course we should have checked and not to be so trusting… still very disappointing for such serious company… But when we decided to put a new roof they charged us almost $5k for removing and reinstalling panels though other company include one time reinstallation free in NJ… Took them 2 months to finally remove panels and now - the worst part roof company changed the position of one pipe on the roof and Sunrun want us to pay additional $2.6k for “redesign “!!! This is absolutely outrageous! Such a disgusting way of pulling money from clients!

Worst Experience I Would Never Recommend

If I could give negative 857 stars I would since that's what I was charged EXTRA ON TOP OF my monthly contract for the sale of the solar panels. Something malfunctioned with my system which caused the solars to not work. For the past three months I have been offline of the solars and back on the NV Energy grid incurring their outrageous fees plus the Solar fees. Do you think SunRun cares? Absolutely not. My case manager Mary Delgado won't even respond to any of my emails. She is aware I am writing this because I warned her that if I didn't get a response from her I would have no choice but to take it to social media since I know SOMEONE will respond from this company if you leave a negative review...it's just how our world operates these days. They don't care that I'm being charged crazy energy bills even though I paid for a product and a system to better the world and go easy on my pockets...all they care about is making the sale and collecting their payment each month. Don't go with this company, GO WITH TESLA. I REGRET the day I chose SunRun over Tesla. And now I'm paying dearly for it...twice a month with my hard earned money and no response from the company or Mary, who should be ashamed of herself. UPDATE: Mary actually responded and did not take any accountability or provide any solutions, just gave me the customer service number and said it’s not her case.

Total Thieves Bait n Switch

I already had 29 panels When Mr Merik Flanagan salesperson for SR promised me 14 more tgen admitted he could only do 7. He promised me$11k .. Then he added a bogus Home Improvement cost of $1500 to Downgrade my clay tiles to asphalt shingles! Originally SR in 2015 placed 29: panels on my tile roof! He claimed he’d pay for tge bogus home unimprovement…Start dates were false finish dare was overdue and green I get a new home improvement contract to Sign that I refused for $8600 I told him n Sunrun to go to Hell Filed a dispute with my credit card company. They lied about Everything including my refund. Avoid at all costs They are awful and completely dishonest! A plague on them !

Misleading and corrupt company

My sales representative Adam Sadler that works for Vivint was very dishonest. I was told that I would have enough solar panels that I would never have a electric bill again. THAT WAS A LIE. Also I would get 6,000 dollars back from the IRS as a rebate check. THAT WAS A LIE. Also I was told that if I had to get the panels removed and replaced for any reason that it would only cost me a total of 100 dollars. THAT WAS A LIE. It actually cost me 2400 dollars. So for the first year it actually cost me about 250 dollars a month. Before the solar panels my average monthly bill was 88 dollars a month. This is the worst mistake of my life. This is the most corrupt company that I have ever dealt with. I stopped paying for the panels so my service was turned off. Please stay away from this corrupt company.

Bait and switch???

We started the process of inquiry about the SunRun solar system this past summer. Costs were given for the lease program and what would be in our package explained. We opted to go with what was discussed. This was with Cody and Collin from California. What we were offered and what we received were two different things. When I mentioned this, Cody denied wow as said. My utility company suggested that we have legal access to the recorded conversations. So eventually they were sent to us. We listened to them and found out that we were correct in what was promised. They claimed that we signed the paper which we did on a small cell phone. They pushed me to sign quickly to keep the process moving. I trusted that what we were promised was what we would receive. We now have the system in our house but it is not hooked up to the utility company. They have put this on pause until we get the differences worked out. So now in an attempt to contact anyone, I get no response. We would rather not hire a lawyer for this but may be forced to. We need a response from this company so that we get what we were promised. Please respond so that this.

BEWARE

Beware this company TRASH I regret I made this mistake by allowing them to attach this trash to my home I’ve live in my home 6yrs “ Alone” electricity bill has NEVER been over 70bucks. Service complete in August and in September “ 1 month later” I receive a Sunrun bill for $87 on top of my $65 ComEd bill. This is a SCAM

six months waiting,open Case #12801601 and there is no solution

I feel compelled to express my deep dissatisfaction with the experience I have had with your company in relation to the service provided by one of your managers, Ryan Tall. Approximately six months ago, I committed to Sunrun due to a written offer made by Mr. Tall, who promised to refund me the sum of $1050. Unfortunately, to date, this promise has not been fulfilled. From the outset, I experienced a lack of seriousness, responsibility, and commitment on the part of Sunrun, which has become even more concerning with the non-fulfillment of Mr. Tall's refund offer. Despite having opened a case against this manager, I have received little to no assistance from your customer service team, who, while acknowledging Mr. Tall's lack of seriousness, have not taken effective action to resolve this matter. The situation has become even more frustrating as I have decided to stop paying for the service due to the lack of fulfillment of the agreed-upon offer. I now find myself in the position of owing $300 for two months in arrears, and I am being threatened with the involvement of a collection agency. This threat only exacerbates an already unsatisfactory and damaging situation for me as a customer. It is crucial for companies to honor their promises and written offers, and it is disappointing that Sunrun has been unable to do so in this case. The lack of transparency and the failure to resolve this issue have led to an extremely negative customer experience. I hope that Sunrun takes immediate steps to address this problem and finally fulfills the offer made by your manager, Ryan Tall. Furthermore, I suggest you consider reviewing your internal policies and procedures to ensure greater seriousness and responsibility in the future. As a customer, I should also have the right to resort to a collection agency if Sunrun fails to meet its commitments. I hope that this negative feedback is taken seriously and that appropriate measures are taken to address this situation and restore trust in your company.

The absolute worst experience

SunRun could not be more unprofessional. I get an email that there’s an error identified on my panels and to make an appointment. I make the appointment and a tech comes out and I’m told everything is fine. This has happened on repeat 5-6 times just this year. When I ask what the issue is, not one person can tell me what’s wrong. Why is this company so incompetent??? How the hell do I get out of this damn lease.

Sales was deceptive on installation bonus

Terrible experience from the start. Talked to sales person at Costco and set appointment for sales person to come to my house. She showered up on time and gave me options and pricing. After 2 site visits I was supposed to get a site plan drawing for approval but I never received the site drawing. My sales person said there was not enough space on my roof for all the panels I wanted. I gave her the option of installing the panels on my detached shop building in my back yard. Another site evaluation and then nothing again. I reached out again and was told that they could not install on my metal building, No word of any alternate options so a few months later I started looking into other companies, while making inquires a different sun run sales person reached out and said they could install a few less panels ( should make my electric net zero)on my house roof. He offered a good portion install bonus to help with my upcoming 1,200 pge true up bill. another site survey and then finally a site drawing. Installation was scheduled a few months out but the first install crew arrived, looked at my standing seam metal roof on my house and said they didn't have the correct hardware for install (I specifically told my customer care person setting up the install that I had that roof so the installers could bring the necessary safety equipment to be up there). The crew said they would order the correct hardware and then make another install appointment once it came in. about a month later they set up another appointment and when the second crew arrived, they unloaded all the install components and realized they did not have the correct hardware either, Another month and the third crew showed up with the incorrect hardware again so they had their hardware supplier rep come out to see what they needed,. The rep ordered the correct hardware and had uber drop them off so the crew could install. Finally after 10 months since first meeting I have panels installed but now it's so busy the inspection was 8-10 weeks out and then another 4-6 weeks for approval from pge to activate my system. No I have panels but it's fall so I will not get much production this year. I had to call and request my install bonus which ended up being only 400 7 months after my 1200 true up was due. It took so long the sales rep was no longer working there so the gave me the bare minimum which was significantly lower than the sales rep indicated by saying they could help out with a good portion of my 1200 true up. Now I am stuck for at least 5 years. I can't even buy my way out of this company before then. If I stay it's 25 years I'm stuck with them. I have a previous leased system with solar city/Tesla with no issues for over 10 years already but they will no longer install on a metal roof so I could not add more panels with them. I would not ever use sun run or recommend them to anyone.