Sunrun Inc.

Sunrun is the Worst. Great at installation, horrible afterwards

Sunrun is the worst. They were happy to take my money for the solar panels, but a year later my roof started leaking like crazy in multiple spots. They claim it's absolutely not because of their installation, but that means they've installed on a failing roof, which they shouldn't have! They can't have it both ways! I was willing to pay Sunrun for removal and remounting and pay for my own new foam roof, but they refuse to do that because "they don't install on foam roofs". However, they don't need to install on a foam roof - all the mounts that actually penetrate the roof (which is the thing that Sunrun and some other companies are afraid of with foam roofs) are already in and will stay - the roofer sprays foam over mounts and takes on all future leak liability. And Sunrun STILL refuses to cooperate. It's unbelievable - they either caused the leak or installed on a failing roof, don't take any responsibility for either, and now they won't even take their panels off so I can pay them and pay for a new roof myself!!

Keep your good service.

LIARS

I was accosted at my local Costco by an elderly gentleman pitching the benefits of solar, especially here in Arizona. He was a SUNRUN representative. I informed him that I was already a Sunrun customer and was currently happy with my system and the plan we had in place. He proceeded to inform me of the potential upcoming rate hikes that APS has proposed and that I should consider adding panels to my existing system to offset the impending increase of my APS bill. So I agreed to meet with a representative to go over the new proposed system where he told me the new panels would increase my current productivity to offset my bill to the point that APS would have to buy back my excess KwHours. While the kid who came to my home did mention I would have to drop my current plan and sign up on the current plan, he failed to mention that the new plan would. A) More than double the rate that APS was currently charging me. B) Make it virtually impossible to ever meet the hidden "Fine print" criteria required to make the addition capable of accomplishing what he claimed. C) Made me susceptible to the new APS rate hikes that I was protected from by the Grandfather clause in my original agreement with both SUNRUN/APS. D) Our Sunrun bill increased by about 40% and our APS bill increased up to 6x what we were paying, and that's before the proposed hike. Upon taking with both SUNRUN and APS representatives I have been informed that the system is working within required parameters and there is nothing they can do. If SUNRUN actually cares about customer service & satisfaction, they'll make arrangements to unwind this "Deal" with APS and even remove the excess panels which has only resulted in a financial hardship that I won't be able to endure.

Worse company ever

Every experience with SunRun is like having a Root canal. Takes them months to resolve simple issues. They have no accountability of any kind. Takes a minimum of at least 10 calls to resolve an issue. Worse service ever, I would stay clear of this company if you want good customer experience. Don't waste your hard earned money on this company.

The worst compay

If you are planning to get solar system. Never ever work with Sunrun. They book appointments for any technical issues and their tech guys never show up. You have to call 10 times till someone show up. Do your self a favor, if you see them at home depot or Costco, lowes just walk a way.

AWFUL CUSTOMER SERVICE

If I could give zero stars I absolutely would. We bought a house in October of 2022 that unfortunately already had solar panels on it through SunRun. If we wanted the house, we had no option but to take over the contract so here we are - and let me tell you it has been nothing but a nightmare ever since day one. It started with billing issues, being overcharged, etc. After numerous phone calls that was all straightened out - it was not an easy process to correct by any means though it was definitely a struggle! Flash forward to August 7, 2023 - we had a tornado come through our area causing numerous trees to fall onto our house. We filed an insurance claim as a new roof is needed and solar panels are damaged as well. Contacted SunRun to get the process started with them to remove the panels and the lady stated it would no problem that she was going to email me a form and I just needed to complete it and email it back - no problem! Except for the fact that she never sent the form. Called back the next day and they apologized and sent the form - great, we completed and returned the form. Two days go by and I hear from no one, so I contact SunRun and ask for an update. They state they don't have any updates and I would have to wait. Flash forward a week and I call again, finally speak with someone who seemed helpful at the time. Stated he was passing our information on to a third party company, American Solar Repair, and that I just needed to contact them. I have called American Solar Repair for 2 weeks straight and left messages - no answer, and no returned call. I have called SunRun to assist, each time they put me on hold to tell me that they are going to try to contract American Solar directly. Each time coming back to tell me they also cannot get in contact with American Solar and that I would just need to wait for a call back. We are now a month and one day out from the tornado - I still do not have a date to get the solar panels removed nor do I have an estimate to submit to insurance regarding the repairs needed on the solar panels. At this point, I cannot get in touch with anyone and when I do get a rep they inform me that my Account Manager, Jesus, will contact me shortly - apparently "shortly" to SunRun means a month and counting.... The last lady I spoke with told me Jesus would call me back, I informed her that I would stay on hold as call backs don't seem to be a thing at SunRun. She put me on hold for 40 mins, came back on the phone to her talking in the background and her baby screaming and then the call was conveniently disconnected. At a loss as to what to even do at this point.

Do not lease any power from these losers!

I have had the solar panels for about 2 years now and have had nothing but problems with the company and with the system. It's been 2 months now that my panels are not producing any electricity but they still expect you to pay your monthly premium. Do not let them sell you a system telling you this will produce 105% of the electricity you need. Make sure that they sell you a system that will produce 25 or even 30% more than the electricity you need especially if you tell them that a pool is being built in the next couple of months. Worst mistake I made was going with this company.

Sun run has poor communication. I received my electric bill high than the usual that I’m paying every month. So I called sunrun and found out that my solar is not working for over a week already. If I did not call, there’s no way that I am aware of this. There’s no communication, no email nor call. The customer service that I spoke told me they cannot give exact time to fix since the replacement depends on the availability of the parts. Very disappointed. No follow up call or email that I received.

Reinstall

Needed a new roof. Sunrun removed it Thanksgiving week last year. Panels are still in my yard and wiring hanging off house. Terrible company

Everything about this company was first class from design to installation including the TESLA reserve battery pack.

Sorry people I have solar panels for one year and two months and I figured that I’m paying more than before I could to the main office and I asked what I have to do and after few minutes asking they handed up on me. Be careful with the comments like this

Worst customer service

Had to have solar panels removed to place new roof on the residence. Once roof was done called them to put the panels back up (they told us we had a time frame to put them back on). Was told we’d get a call back more than once and no one does. We had to call 3 times to speak with someone to set this up. The earliest date they could give us was August 31st. The roof was finished June 24th!! We then received a bill for July for the solar panels that were not attached. When we called (again multiple times) they told us we have to pay an “estimated” amount based on our contract if they are not up on the roof soon enough. How can you charge us when the earliest date YOU gave us was Aug. 31st. They are adamant we are paying this bill when they are the sole reason they were not up sooner. We will be filing a complaint against them with consumer affairs. DO NOT USE THIS COMPANY!

Terrible

I bought my house with the panels already on my house. This is hands down the worst solar company. I first contacted them May of last year that I had a leak in my roof and was told I was out of the warranty period. Fast forward to May of this year, the leak got worse and their first appointment they could give me was July 22. I went with another Long Island base company, which gave me an appointment the following week. Now, my roof has been replaced and I was told I needed a new survey since I have a vent in my roof, where 2 panels were previously located. July 18 the survey was complete and I have no update from them. I call them once a week, every week just to be told "it's being escalated." So now almost 2 months later and I still have no panels. Maybe they should invest more in their design team and less in the cold calling.

Would give 0 stars if available

This company has really bad business practices and are not trustworthy in the slightest, I have a no soliciting sign on my door that you can clearly see and yet the salesman still knocks on the door and then is so disrespectful when asking not to do it anymore. I've also heard that there employess like to steal tools from their customers. Please don't ever buy from this shitty company, and if you do please lock up everything you own before they come by. You never know what they might try to steal from you next.

Do not buy solar system from Sunrun

Our experience with Sunrun has been a nightmare and we do not recommend anyone buying a solar system from Sunrun. We bought a complete home solar system that would produce more power than we could consume and a backup battery for black outs. They were late with promised installation and it only got worse from there. For the last 16 months our system has been underperforming according to Sunrun and our actual home monitoring apps they recommended we use. Sunrun told us everything from the original plan was wrong, they installed all wrong panels, all connectors were bad, and everything in between. There were at least a dozen times I stayed home from work to meet with technicians and was assured they would talk to us about findings and at least half the times we never saw them or they didn’t show. The last group of techs said they didn’t properly install all wiring on initial installation and they and we were only monitoring part of the system, but all I know is we are still paying our electrical company and shouldn’t be. We are trying to get fairly compensated and as you can guess Sunrun is not playing fair. Tommy

Not the Best Customer Experiences - Wastes My Time

I've gotten calls from 2 reps asking me to text my electricity bills to them. The first girl told me she would call me back in 15 minutes after I send them.. she never did. I called a couple of times to get back in touch with her. I thought it was a scam. I think her name was Brittney?? Just got a call today and was aligned with another rep asking me the same thing. Why would I gather all that info if you already received it? I asked that because it is weird and it should be in your system if you are trying to help me out. Basically when I said I didn't have any roof space left, he didn't care and hung up on me. The rep's name was Dustin. (Call was at 4:30-4:40pm EST 9/5/23) They say that try to save you $. What are they doing with our electrical bills that they don't give us calls back? Also why do they want it via text? Thats kinda sketchy... Also why dont they save them in their system? Is this just a sales tactic? I wish I didn't even have electrical bills. I cant even use my solar panels when I lose power anyway.

This company is a scam

They'll damage your roof and never come to repair it, and then when you ask to terminate your contract they'll dismiss it for no good reason. This company is a scam. We pay far more for electricity than we did before.

All steps of the installation went great

Very respectful They got all the permits and everything went well

Save with Solar

Sunrun allows you to have Solar installed with NO out of pocket costs up front. Sunrun owns the Solar panels and guarantees them for 25 years and will replace non functioning panels at NO cost to the consumer. You pay for the KWH (Kilowatt Hours) that the panels generate on a monthly basis and excess energy supplied to SDGE will be credited on a yearly basis by SDGE. You have the option to buy the panels at a reduced cost after 6 years and will no longer have the monthly payment to Sunrun. Note that the 25 year guarantee will be null and void if you buy the panels. Solar panels DO NOT come with a warranty. The 25 year Warranty is only covered by Sunrun, Inc.

Very dissapointed with sunrun, we added panels to the existing contract and the guys who install them did something wrong because my roof start leaking I called them they came and fixed it. Now I have to replace the roof and they are charging me a lot of money to remove the panels, my question is where are my savings with sunrun?. I don't own the panels, they at least should provide one time deal to remove the panels, knowing that in between those 25 years the home owner has to replaced the roof. I got charge for 2 redesign prices. Very very dissapointed looking my energy savings going away. The government should do something to control companies like this and be on the consumer side.

Misleading company

We were sold in the idea of getting our electricity bill dramatically reduced, however it is far more now than it ever was. In other summers we payed significantly less. Now we pay more plus an additional 120 a month. We are deeply unsatisfied and are considering getting the panels removed. We are getting robbed blind by both APS and sun run.

SunRun is a good solar company

When I had questions or needed an issue addressed, SunRun/Vivint has been very responsive. The customer that we recommended some years (2) has also been satisfied. I still want to reiterate the focus for existing customers who want to add battery backup to their systems..This is key for us to remain solar customers as we want to be independent on the monopoly power company PG$E who we have to have as our Gas and Electric service.

Don't do business with this company

Don't do business with this company.I've been working with Sunrun for over year now and my Solar System is still Is not generated any power for my home. I've been in communication with my so-called project manager named Charles, I have texted him as well as called and he never takes time to return any phone call or reply To any of my questions, comments or Concerns. l also called sun runs. Customer care line to get issues resolved with no luck! Since this Project started i've had many issues time delays, Since this started, I've had many issues time delays. Voltage issues that Caused Mini of my appliances motors to burn out and of course, sunrun didn't have anything to say about these issues. And now I am receiving bills from sunrun without the Solar System Generating and sending any power back to the grid. I have verified this through PG & E , as well as pg&e Energy mode in app.I have had phone conversation with pg and e supervisor last night? And she mentioned to me that the system got OK for operation on July 31st 2023. But they show no energy being produced since that date. But they show no energy being produced since that date. Do your homework and. Beware before starting a project with this company. If anyone would like to speak up office, my phone number is 5597080003.

A very positive experience

Impressed with the installation, the service and the savings.

Proactive service and maintenance

We noticed that our recently installed system was not producing the right amount of power and were about yo call customer service when to our surprise, we received a call from Field Maintenance seeking to make an appointment to service the system. He got here as scheduled and corrected the problem that the system was not communicating with Sunrun and when I explained it wasn't producing enough he looked at our inverter and saw we were only getting about half the production, so he will be coming back to fix the issue when he has the parts and we will be getting a credit for the lost production. That is excellent service!