Sunrun Inc.

Sunrun

I am totally not happy with our solar. The sales guy used the sales pitch we will never have APS bill and will have credits. That is a joke! I always over pay and they cannot say it is my usage! How is it that my APS bill is 164.00 in total, 64.00 in solar credits, so I pay 100.00 to aps and 121.00 to Sunrun, see the math here? I am overpaying every single month. I could of just paid 164.00 only to Aps! I called to see if I can have the system checked. Of course they said if the send someone out and the system is fine I have to the pay the service fee. I asked if maybe I need more solar panels and that assistance was not offered. I am going to just get a lawyer since they will not help me.

I was very negative about solar panels system before I met Chris Martinez in Sun Run. He explained details about solar panel system very carefully and kindly that makes me very positive about it and melted down my sturbbon prejudice about it. Anyway he is very kind and very nicely answer my so many silly questions about solar panel system and how SunRun company manage the system with the client.

Sun run needs to do better

We have 24 panels on our roof. I kept complaining since 2019 that this system was not working. They kept telling me over the phone that it all looked good. Fast forward to April 2023 still complaining Titan came out they climbed on the roof and said you have 24 panels installed but only 12 were working this whole time since 2019. The other 12 were never installed right the connection was not correct. I called Sun run told them all about this and they offered me a whole $60 back. This system has not worked since 2019 and they only gave me $60 refund or credit towards the problem. I would never suggest anybody gets Sun run. They owe me more credit than $60 since 2019 because 12 of them were never working because they were not installed right and the only way you can find that information out is titan told us you have to go on the roof and check yourself. Titan did a great job. They told us the truth, but Sun run lies. I want my credit back from 2019 till now. Do not get this company to do your solar system. I will let you know if I ever get my credit. If I don’t, I’m gonna have to go another route because we are very unhappy with them. A friend of mine has Sun run and her system was not working right. She had the same problem as I was having. Sun run claims no responsibility for my system not working right.

SunRun's customer service is abysmal

SunRun's customer service is abysmal. I am their customer from May 24, 2010. I am leasing their system. Lately the LCD screens on both inverters stop working. I asked them to fix inverters. I called , sent them emails but nothing was done. They asked to provide pictures of not working LCD screens and I send them pictures on 09/14/2023. They would open the case and immediately close the case stating that system worked fine. I paid $190 for technician visit to check the system. Tech name was Joel. He came and stated that both LCD screens are not working and that he will order new LCD screens and install them. When I followed up with customer service there is no mention anywhere about LCD screens not working. I do not recommend Sunrun for your solar needs.

Liars

I fell for the smoke and mirrors... Smooth talking salesman got me with his pitch and cash$$ incentive. I chose the option that seemed reasonable and made sense, the lease option. The salesman's impression was that my cost for power would go down as Sunrun would become my power supplier and seeming to be giving such a good deal. The reality is this: -Unless you are buying the panels you are actually not saving squat! -not only are you paying sunrun but you are still paying your electric provider, so reality is now your power costs have increased because you are paying them and your og provider. -and to top it off you dont get the option to buy the panels until 5 yrs. I regret falling for this crap and now im screwed. Dont make the same mistake I did, if you cant afford to just buy the panels dont waste you time or money.

Thieves that rob from the poor and give to the rich

I HAVE AN INTELLECTUAL DISABILITY, NO ONE EXPLAINED TO ME HOW ANY OF THIS WORKS. I WAS GIVEN PANELS AND PLANS THAT DIDN'T SUIT MY NEEDS AND ENERGY CONSUMPTION AND STUCK WITH BILLS THAT WERE/ARE HIGHER THAN WHAT I HAD BEFORE. NONE OF WHAT I AM CURRENTLY GOING THROUGH WAS EXPLAINED TO ME AND NONE OF IT FITS MY NEEDS. NO ONE EXPLAINED WHAT ANY OF THIS MEANS WHEN GOING THROUGH THE PROCESS. WHOEVER DESIGNED MY PLANS AND INSTALLED MY PANELS DID SO UNDER THE GUISE THAT MY CURRENT ENERGY CONSUMPTION WOULD COVERED UNDER THE SOLAR PANEL PLAN I WAS GIVEN. THIS WAS NEVER TOLD TO ME OR EXPLAINED. NO ONE CARES THAT I WAS GIVEN A PLAN THAT THE ONLY WAY IT MAKES ANY SENSE TO HAVE IS TO DRASTICALLY REDUCE MONTHLY CONSUMPTION. IF NOT I ACTUALLY WILL PAY NEARLY DOUBLE WHAT MY UTILITY BILL IS. NO SALES REP EXPLAINED THIS, NO ONE AT THE COMPANY CAN EXPLAIN THIS IN A MANNER THAT MAKES SENSE FOR ME AS A CUSTOMER TO HAVE.

We've given Sunrun 5 years and have contacted them on several occasions because they are simply underperforming. We pay $162. per month and the rate goes up every year by 2% for so-called inflation, even though the panels are expected to perform at a diminished rate with time. We still pay anywhere from $200.00 - $300.00 per month to Duke. With that said, they are CRAP. We do have trees but they took those trees into consideration when we installed them and were told we'd have a small Duke bill regardless . They did take 2 panels off so that it could pass inspection & we've contacted them about a damaged panel. To date, we are just told that they are working 92%- 95%. We're thinking of locating an attorney to handle this because their representative misrepresented the company at signing & if we were at the very least, getting proper use out of them, we would disregard the misrepresentation but enough is enough. At this time, we want to remove the panels since they are nothing but useless garbage. DO NOT HIRE SUNRUN. Their customer service is also horrible. My aunt also has similar issues and is paying more than I am. She has no trees impeding the rays of the sun.

Run from Sun Run

They have been giving me the run around for two months about replacing my inverter. I have to call them, they never call me. I’ve made three appointments and had to make sure someone was at my house, only to not have them show up 3 times. At this point I want out of this solar contract and am going to start a class action lawsuit. Anyone interested in joining I will post regular updates here.

Our experience with Sunrun was a 10 out of 10, specifically because we worked with Jen Adelman. She went above and beyond for us, answered the millions of questions we had, dealt directly with the company so we didn’t have to, explained every detail and worked with us and the company during the design phase and left no stone unturned. She was on top of our contracts and extended them for us to lock in at great rates and checked in with us continuously and kept us updated on everything! She has an extremely pleasant demeanor and I can’t explain how easy and transparent she made this solar project for us and recommend working with Jen Adelman 100% There isn’t one complaint or regret we have from choosing Sunrun or Jen, it was truly a pleasure from start to finish.

Pathetic roof repair effort

My mother has had a roof leak for a month, no one has come to fix it. Water just keeps dripping in from a lousy, bad, lazy panel install. Nobody emails back, nobody calls back, nobody does repairs. Pathetic company. Avoid

Bad Experience

So far is the worst experience i had in my life with a company that i am buying a service. Was ok in to i sign the contract and they schedule the first install day that was in April 4. After that they show up in my house left after 1 hours because they didn’t have tools and hardware to install my panels after 4 inspection in my house. I had to call than 2 times a week for 3 months for than to return. Project manager never called me sales man never contacted to explain i had to go after him to get any update. Call center doesn’t now nothing and they give you 5 days to get back to you. I am sorry I don’t know how this company is the #1 in the USA I will never refer this company

Only Want New Customers NOT Past Customers!

Where do I start? It started off pretty good with the sales process, solar install and updating of our 100A electrical panel. We got our 30% federal tax credit, and lowered the majority of our electrical bill. Fast-forward 3 years and our solar system turned into an ongoing nightmare of wasted months trying to get any support from Sunrun for a failed system after only 3 years of service. We still believe in solar, yet we cannot recommend SunRun, they are driven by profit, profit, profit NOT customer service if anything goes wrong. We will add more panels and support local solar companies who will focus on the customer AFTER installation and need word of mouth to stay in business! After months of talking, emailing and meeting with 10+ Sunrun employees, we learned their business focus is leasing solar now, NOT selling and definitely NOT servicing past customers. I had numerous visits, calls and emails to lease panels, yet no one would help with our existing panels. 3 years after install the inverter started making buzzing noises. After calling and emailing for help, no one would come out. Finally, a sales person told us he would get us help if we signed up for more panels. Then after 4 months of down panels, the salesperson told us he would give us $2,000 of his commission if we leased panels through him. We told him first we needed our existing panels that cost us $24k only 3 years earlier working! Lastly, the service person who came out for the lease panel estimate did not even figure out the inverter was failing and producing much less solar, costing us $2,000 over 6 months. Just look at their website and listen to their messages and they only focus on new customers. Customer service is almost non existent unless you waste months trying to get help. They only have a single phone number and email to lower costs which makes customer service so generic that what should take a week or less, took us 6 months. The worst experienced we have had dealing with corporate America in decades. The closest bad experience is telecom - AT&T, Verizon & PacBell back in the day! Yet this was much more costly, costing us $2,000+ in lost electrical production with a failing inverter. We had to hire a Solar Detective to get to the bottom of what to do next with our solar panels. We still believe in solar, yet we cannot recommend SunRun, they are driven by profit, profit, profit NOT customer service if anything goes wrong. Just look at the 1,000s of bad reviews and save your self months of trying to get help from a company that is growing too fast and needs to spend more money on customer service rather than more customers leasing their panels!

Happy

I am so happy to work with my representative Neily Ramos. She worked around my busy schedule to get my SunRun solar system off the ground. My panels went up in September 2022. I am ecstatic for the huge savings it has made on my electric bill. I have referred a few friends who had concerns. Neily educated me to provide them with honest & precise answers. Thank you Neily, installers, electricians & the whole SunRun operations. I will continue to pass along my good fortune.

BE CAREFUL WITH COSTCO/SUNRUN YOU MIGHT ENDED UP WITH A LEMON.

BE CAREFUL WITH COSTCO/SUNRUN YOU MIGHT ENDED UP WITH A LEMONAND THEY WILL NEVER CHANGE IT WITH A NEW SYSTEM. Installed in 2018 and having problems with the connection, battery, installation, SDGE payments, and underproduction. Horrible experience, more than 10 supervisors, managers, hundreds of emails, phone calls and many technicians and it is October 2023 and no final resolution. The best part!!, when they get frustrated is usually when the customer is right... then they ignore you. No calls, no emails from them, suddenly you don't exist. Several times I asked to change the whole system since it was not working!!!, and SUNRUN insist in trying the same thing over and over again. SIX TIMES CHANGE THE BATTERY IN LESS THAN ONE YEAR! and still same connection problem. Problems with SDGE payments!! Now SDGE is threating me to cut the service if I don't pay. They offer you a check for $77.00 Technicians charging the battery from your AC and SDGE charging $800 and SUNRUN...crickets, crickets. $21,772 in loans, interests... and when you talk about compensation for underperformance, and energy bill and loans... COSTCO/SUNRUN looks to the other way. What a horrible experience DO YOUR RESEARCH FIRST! Forget about trying to sell your house! Your disclosures will bring the price DOWN!!! specially when you tell them that the solar problem has more than 4 years and no resolution. ======================== Since you review this review, I'm afraid of SUNRUN technicians and supervisors retaliation They have cut me from looking into the SolarEdge app several times, so I will not know what it is going on with my solar panels and production. They delete the cases and then they assign another supervisor. And start all over again. I found it out after 2 years of no production And last month, when I complained, they did it again. Ignored my emails and completely left me deal with SDGE threats.

No follow-up after inoperable installation!

We have been working with Sunrun since July 2022 on an additional, new solar / battery system. Finally after over a year of waiting, our installation occurred on 8/15/2023. The installation was done but the system was left in an inoperable state due to a faulty micro-grid (power transfer module) component. It is now nearly two months later and the system remains inoperable with no updates on when it will be repaired. Is Sunrun still in business?

Mixed up my address

Put the wrong address on the permit After being told countless times it was wrong! Pg&E cannot & shouldn’t hook up , SunRuns answer is to claim it’s our fault Because we refuse to go through the process of changing the 60 year old address on our property to match their Mistakes , at this point I wish I’d never heard of The company

Reinstall of solar ground units takes months

I've had sunrun since 2018 and I bought about 27 panels (not leased). Earlier this year in June, we had to replace our siding on our entire house and that unfortunately required calling sunrun to "temporarily" remove the ground units attached to the side of the house so that the sidings can be replaced. Scheduling sunrun to remove was not a problem as they had sent a crew to remove the side units in June, but no one from sunrun warned me that reinstalling the side units back would take months. I've now ping ponged back and forth with their internal teams, where it took almost 3 months to get the same solar plans that was used from the initial installation back in 2018 approved (I got the barely revised solar plans in September), and now, apparently the township has to approve the plans all over again and is in yet another waiting state. It's now October and still the solar ground units are not reinstalled. I have these solar panels on my roof fully paid for and sitting unutilized! Their delays for something that's already paid for and they will not make any more money on is quite obvious!

Worst company ever

I went solar in 2014 with VIVINT Solar, which was bought out in 2020 by SUNRUN. VIVINT was great during the installation as well as when I had questions/concerns about the performance of the system. However, during storms this year (2023) I got a leak in my roof (into a bedroom), so need the solar panels temporarily removed. Have been trying to get SUNRUN to remove the panels for over 50 days and still don't even have a scheduled date for removal. Only thing keeping even more extensive damage from occurring to my home has been the lack of hard rains. So SUNRUN customer service = joke. BTW if bad customer service is okay, also take into account that SUNRUN has raised their rates the maximum each year allowable by our contract, soaking us to pay someone in the company (certainly not the customer service people). By the time the contract is done, we'll be paying twice what we paid the electric company for our electricity. At least we are helping the planet; would highly recommend saving the planet with another company though.

Had a great experience on account of my representative Joe Davis. Everything went as planned and all our questions were answered.

I have nothing but great to say about this company. They have done everything they said they would. Dan came to my house and told me a story that I thought was too good to be true, and then it turned out to be true. I am very happy with my solar. I have only had to pay Duke Electric the service fees. The company was prompt and my service was running before I knew it. I would recommend this company to everyone.

Terrible Service

Sunrun is a terrible company. Avoid at all cost. Like the previous review, our panels were installed on our house in April. They were not turned on until September after the heat of summer. We have had them on our house for a year now and the inverter stopped working for n August. We didn’t find out until the end of August. And then was told it couldn’t be fixed until 0ct 3rd. They have continued to charge us even though we do not have a working service. Are having to pay pge and it’s the past the 3rd still not working and no update as to when they can get to fixing it. Terrible customer service and bad product.

What a joke!

Proactively called to get a quote. Received a call from David the Northern CA rep. He requested 12 months of PGE which I promptly provided. After 10 days of emails, call and text, he was unable to give an estimate. Based on that poor experience, I emailed him to say that I was no longer interested in a quote. Why spend over 20k with a company that can't be bothered to give you a simple quote.

Overall experience with SunRun was excellent. My sales rep. Julian Somers was very knowledgeable and kept me informed throughout the whole process. From the initial inspection to the installation he was very responsive and helpful with scheduling and let me know just what to expect. The installation team was great, on time quick and efficient again keeping me informed on the process throughout.

One of the WORST companies I’ve ever done business with. Had solar panels placed 7 years açaí ZERO savings. Customer service promises to call us and send us information and look into things and never ever has followed through, then we get another customer service person who tells us the case is closed. No way of getting to upper management. POOR CUSTOMER SERVICE!!

Lies

I had vivient solar was never told the company was taken over by sunrun six years later my roof needed to be redone went to the town was told the permit for the solar was never closed called sunrun was giving a royal run around two months now and still can’t get the permit closed called the installation team to get the panels removed and I am getting a charge fee of $7165 bad service