Sunrun Inc.

Love going green -- don't love the customer service

My solar panels have been working great since 2016. On installation, the representative told me they are always monitoring the energy collection and will know right away if the panels experience any problems. I can tell you that is absolutely not true. This is October and my panels have not worked at all since the end of May--all the sunniest months of the year. I have tried to get service, but no luck yet. We'll see if they show up next week. Good luck trying to get much help on the phone. When I got a representative, they were polite but not entirely helpful and getting a supervisor is non-existent. "They are not customer facing" is what I was told. What??? That is just another way to say no customer service. Disappointing.

DO NOT DO BUSINESS WITH SUNRUN SOLAR

This company was happy to send somebody to my house and run my credit, get me a loan, and completely dropped the ball when I sold the house and moved they told me up one side and down the other how they’re going to take care of me when I move and don’t worry about it it’s all squared away. All you have to do is call us. All lies. Now I have a $2500 bill from Southern California Edison because the two companies won’t talk and they didn’t pay their bill when I moved. Of course, there is no customer service at least anybody in the United States that I could reach. And that guy that came and interviewed me and ran my credit, well, of course he’s nowhere to be found now. Sun run is another giant corporation that doesn’t care about you and wants your money. They outsource their customer service overseas, I’m assuming somewhere in the Philippines, based on the accent of the person that gave me a bunch of canned answers and never actually solved my problem. I am sorry I had the misfortune of doing business with this company. just validate myself I’m an active duty service member who owns his own home and I had to move for orders.

Our Thanks to Chris

While we didn't move forward with SunRun in the end (due to wanting to get a better read on annual energy costs with a recently installed heat pump in place before making any new commitments), we had the great pleasure of working with Chris Martinez in getting to know SunRun and its offerings. Chris was a total delight and walked us through all of our options with knowledge and patience. He listened carefully to our needs and reassured us that moving through the exploratory process was not binding. When we told Chris we wanted to wait on the action of moving forward, he was nothing but professional and accommodating. He's a gem, and we wouldn't have explored this option in the first place if it wasn't for Chris and his great introduction to SunRun via his professionalism! Many thanks go out to him. Give this guy a raise, SunRun!

Alex Reyes Review

Alex was very professional and helped explain the solar process to make it abundantly clear solar was the way to go. Alex also helped build financial case vs electric while sun run pulled permits and did all the leg work. This went a long way and will go a long way for other customers who are looking at solar. I’ve already seen a huge savings after just a month of using sun run.

Carlos Garcia is an excellent Solar consultant

Very well mannered, knowledgeable, detailed oriented, bilingual (Spanish/English), on time, responsible, respectful, well dressed - all in all a 5 star experience and would refer him to others for sure.

Worst customer service I have ever had to deal with. I have an open permit from 2018 for 21 additional solar panels that were never installed on my roof. I never signed or gave permission to install additional solar panels on my property. I keep getting the run around from the case manager. To this day the permit is still opened & no one can tell me why

We signed contracts with these people months ago. The equipment was installed August 8, as of October second it has not produced a watt. They cancelled again today. They have been totally worthless and I seriously regret ever speaking to them, much less havingntheirnuseless crap installed on my roof. There is approximately no customer service, either AR Sunrun or the installer Titan Solar. I would never do business with them again, and will be warning everyone I know to avoid them.

Chris M was extremely thorough and gave a clear presentation. He took time to explain everything and was professional and polite. Chris even attended the installation and inspection to be sure everything went well. Very pleasant process so far!

Leak into house

I noticed a small leak in Aug 2023. By the time t They got someone out here to fix the leak ( one month later), it had developed to 5 times its initial size. The guy fixed the leak and said someone would call him to fix my ceiling. It rained that same night and the stain on my ceiling got huge, rain water started leaking into my house. Now I have a bucket collecting water. I called the very next day and my assigned person Said he would get someone out a s a p.. everyday it has been raining. Everyday i call or e mail. 5 days later i get someone to talk to me and I find out I don't even have a task associated with them Getting someone to come out here and fix my leak. At this point it's been one week in they "fixed" it and now I have mold starting to grow on my ceiling. My ceiling is also a custom design. If they would have gotten to my home in a timely manner, all of this would have been resolved and my ceiling would have needed very little repair. In fact I would have felt very comfortable fixing it myself. Now they are going to need a very good handyman and I guarantee you that's not what they have.

Very positive experience everything was done as promised and in a timely manner. I would definitely recommend Jenn Adelman to anyone considering putting in solar panels for their home.

5 stars

Having explored solar options with other companies, I found Sunrun and Jen Adelman very easy to work with and knowledgeable. She was able to answer all of my questions confidently. The install went smoothly. I enjoy seeing the credit on my electric bill increase monthly. My only regret is that I waited as long as I did to go solar with SunRun.

Just started SunRun solar

Process took some time for paperwork, but install was swift and it's working well. The app is fun to track energy generation.

poor communication, lack of customer service

Inadequate Communication. It took 2 months for approving the project. Longer wait time to communicate. Unresponsiveness: Failure to address customer issues promptly or not following up on promised actions can lead to dissatisfaction and erode trust. Failure to Acknowledge Mistakes: When businesses do not take responsibility for their errors and seek to rectify them, it can exacerbate customer frustration. Unresolved Issues: Failing to provide my refund back.

After two years, suddenly and falsy "disqualified" my home

Now that the zero-cost installation program is over SUNRUN has backed out of their agreement to install solar on my home citing fabricated deficiencies and a lack of building permits for my home that are lies. I'm now consulting with an attorney as their delay tactics have caused me to lose out on subsidies that are no longer available.

Great job

Everybody from the sales rep Ariana Ryan to the installers, to the roof treatment guys, treated us with respect and courtesy, I would recommend them to anyone Thank you again

Getting things taken care of in a timely manner.

I have dealt with this company on two different occasions with deaths in my family. They have put me thru the ringer both times. First when my mother passed away it took over 5 months to get the contract put into my sisters name, and I was executor of my mothers will. and now that my sister has passed I am going thru the same problems, only SunRun would not allow my sister to put a second person on the account. They sent me 2 bills by mail and they were paid, but now they refuse to send them to me. There is no one living in the house and we are trying to keep the bills up to date but Sunrun refuses to send the bill. The house will eventually be put on the market to be sold, but until that happens we need to keep the bills paid. Sunrun refuses to help!!!!! I am not a happy customer to be going thru this again!! Very poor customer service with this company. I wish they would have never bought out Vivint Solar, They had great customer service. I also have solar panels from this company!!!!

We had been holding out on getting solar panels for a while till we were able to take down a lot of our trees on our wooded lot. Bryce Nelson with sun run was the first person we called. Not only did we know Bryce personally from living in our town but he gave us the peace of mind right away that we were making the right choice. He walked us through everything step by step and gave us his personal guarantee of each step from discovery if we qualified for panels to design and then installation. We had dozens of questions that he was able to answer easily and precisely. He even came to our house after the install to double check on the work that had been done. We got the Trina panels and they are sleek. Very impressed of the work so far and we are looking forward to slashing our electric bills. If anyone in the south shore of Boston is looking for a great experience when it comes to sales and install you should call Bryce Nelson. At no point did we ever feel like we were being “sold”. It’s a win win for everyone.

Solar Installation

Loved working with Carolyn Villella. She is extremely knowledgeable and happily assists you throughout the entire solar process from start to finish. I will make sure to recommend anyone interested in going solar to Carolyn and the team at SunRun!

Worst company I've ever worked with.

I've had the system on my roof for 4 1/2 years. There's so much I could write here regarding their total disregard for their customers, but suffice it to say once you enter into a contract with them, they will do the bare minimum to help you with any issues that develop. Initially, they damaged a gutter, and roof vents during installation (every one was damaged - all I can figure is the installers literally sat on them), and failed to seal holes they punched through shingles. To their credit, they did take care of everything except the gutter, which they left up to me to find a contractor. That was a nightmare (when's the last time you tried to find a contractor to replace one gutter?). So I pulled them back in and waited for them to deal with it. Guess what - they did nothing - multiple calls, emails - no replies. Finally I got a contactor to give me a quote, which I forwarded to them. Guess what - they didn't pay me. Not until I followed up multiple time did I get someone to take care of it - literally nearly 4 1/2 years after the initial damage!!! Then there were the squirrels. They were building nests under the panels and chewing through the wires. I had the same type of experience getting them out here to take care of it. Multiple calls to schedule a technician with no follow up. Finally they took care of the wires. In the process I inquired about having them install critter guard. I thought it was reasonable for them to at least share in the cost of the install since it was only a matter of time that they would be back out to replace the wires, and maybe a little payback for my less than satisfactory experience thus far. But no, they wouldn’t budge. Then there was about a 7 or 8 month period where I was unable to monitor my production on their website, and the response was there’s nothing we can do. After repeated calls they were able to fix it. And I’m assuming that this could have been done the first time I called when I initially noticed the problem. Why they didn’t, who knows? Now we come to the reason why I am even writing this review at all. Due to a hail storm, I am having my roof replaced. Unfortunately I have to involve Sunrun again to remove and reinstall my panels. After numerous forms I had to complete and sign (one of them twice as they apparently lost it??), I am told to wait for the person assigned to my case to call me. Guess what, never happened. I called them multiple times, each time being assured I would get a call back. Never did. About a month elapsed during this period. Finally the person answering my last call tells me the earliest date they can come out to remove the panels is December 5 (which is a ridiculous 10 weeks from today). Guess what, the roofer can’t do a roof that late into the winter in northern Illinois, as the repair includes stucco replacement. Thanks once again Sunrun. You could have informed me in the middle of the summer when I started this process that this would need to be scheduled 2 ½ MONTHS in advance. WOW!! Now I’m stuck waiting until spring with a damaged roof, hoping I get through winter without major water damage. And oh, I’m supposedly waiting for a supervisor to call me back by the end of the day. Really? Looks like I’ll have to call back tomorrow. Beware of this company! Worst customer service I’ve ever experienced being on this earth 64 years. Once they got you in a contract, forget about them even pretending to take care of you. They know they’ve got you over a barrel.

Carolyn Villella was extremely patient and knowledgeable as she introduced you product. She was always available via phone and promptly returned my queries. I would recommend her to anyone as a representative for your company. I’m very pleased with the whole experience. Thanks, Don Costello

My experience with SunRun and Brian Galfano the sales representative that I worked with was very positive. Brian was very clear and exact with all of the features and benefits associated with SunRun solar. He answered all of my questions and concerns and stayed on top of the account throughout the whole process up to and including installation. I highly recommend SunRun and Brian as a solar provider.

Panels not Reliable in durability, energy savings for the costs

Sunrun installed panels on my house that have been defective for two years in a row. It took them several months to return to my house to replace them each time. My contract called for me to be monetarily compensated, for the additional monthly costs accumulated on my electricity bill, when the defective panels were not working. But, when it came to refund me the extra money that I paid on SOARING electricity bills, for the months that the panels were defective, Sunrun decided to take a portion of my refund money to go towards a monthly bill and then compensate me with the balance amount of my refund money. Their case managers "are not" reliable. They LIE about customer follow-up calls and e-mails when they "do not" follow-up with phone calls as promised or e-mails. The case manager will put in Sunrun's system that they followed up when in fact they didn't. I've been experiencing not only defective panels but also metering problems. You are unable to speak with management. The only people that you're able to speak with are their phone representative who appear to be people from "other countries" seems. They will attempt to talk over you when you're expressing your concern and can only promise to assign a case number to an agent who "will not" get back with you. There's so much more to be said about Sunrun. But, there's not enough character space to continue. If you decide to invest in solar panels, for your house, please do your homework before settling for Sunrun!!!! The sales guy for Sunrun will sell you a GREAT bill of goods only to get the opposite from the actual product! Dealing with Sunrun has been a TOTAL HEADACHE & NIGHTMARE!!!!

Do not enter into a contract with Sunrun

I have one panel that has shattered, have notified Sunrun, sent pictures and they refuse to replace the panel. entire system went down for 41 days during August and September of 2023 (no solar production) my utility bill plus my Sunrun bill for the two months surrounding the down time cost me $987.00 Sunrun was nice enough to credit me a whooping $15.00 how they can legally bill you for not providing service is insane. Just please go look some ware for solar.

Sun Run sales representative Colin Gibson was great the construction company was one of the worst I have ever worked with very poor communication both phone or email my project is still not up and running yet was just by NV Energy-to not to expect inspection at the earliest October 4th

Sunrun had a few mistakes

finally, we have solar power. we have a few setbacks by Smud and Sunrun.