Sunrun Inc.

Great until panels stop working.

We have been with Sun Run since 2017. Everything was great until our solar stopped working and we found out by an $300 electric bill. We called to schedule an appointment to be fixed and they can’t come out till the following month then called us back to cancel their appointment and reschedule further in the month. Called our case manager about Sun Run paying our electric bill and they want to give us a credit on our solar payment only. Absolutely ridiculous! They should be paying the electric bill not credit our solar payment. We are in peak summer and these are the months we used the solar the most. Up until now I was recommending them but not anymore. You can do way better by your customers Sun Run!

Don’t go with Sun Run!!! Been a horrible experience!!

Hi my name is Monica H from Tucson, AZ. I’ve been a customer of Sunrun since March 2022. I have contacted Sunrun customer service many times. Once about my roof tiles missing and another about inverter not working. When I called about roof tiles missing they said I would need to find my own roofer to fix the problem and customer service also told me inverter somehow was now working and somehow problem fixed itself?! I’m just really confused? No one ever came out to check my system. I never heard back from anyone to see if our solar panels are working properly?! I’m honestly not happy with how everything turned out or with Sunrun customer service. Now my most recent bill went up over $50 for the panels. went from $139.78 to $190.56. Why has it gone up so much???I thought my bill would stay $139.78 till I paid panels off like contract stated? I have been lied to and mislead so many times!! My roof is not the same anymore with cracked mismatched tiles due to Sunrun leaving my roof without tiles then telling me I had to find my own roofer to fix it . I just feel very upset and I feel like nobody is doing their job correctly! Do not use this company!!!

Don’t believe a word they say

I was sold solar and told my bill would be 12 dollars a month with my electric company . My bills are almost 300 all summer long and when you call they just say “your panels are working” well they are not working “as advertised “ to me when you sold me the plan. Of course the salesperson no longer works there when I try to call him . DO NOT get solar from this company !

Professional and reliable

From the first engagement with Sunrun after dealing with many other solar companies I found that it's another level with professionalism, very easy and clear to understand what I am getting and when The contract is clear and simple and the most important that I deal with one company (Sunrun) from A to Z, including warranty The installation was smooth and professional, it took on day and everything worked by the end of the installation day Sunrun worked with the utility company to set up the system I am recommending Sunrun to anyone that looking for solar Shmuel from Santa Clara

Explain an $800 power bill when you have solar

I regret the day I signed any contract with Vivint! Being told you’re going to save money in your electric bill when the only difference you’re saving goes straight to leasing the panels. I’ve called constantly, only to be told the panels are working great! 5 yrs in and 15 yrs more to go with a current bill for the month of July being $800 and $100 for leasing the panels. I’ve even contacted the attorney general to make a complaint with no luck either. I just want these panels off my roof as I’d be paying the same amount anyways and without being locked into a contract.

Sunrun did not get a permit for thier installation

I had Sunrun install their system in our house in 2014. It all worked fine and the lease rate was low. Now, 9 years later, I am putting my house up for sale and I found out that the contractor (Sungevity), with whom I have a service contract, has gone out of business. It seems that they forgot to get a permit in 2014 to install the system. This makes me liable for a $10,000 fine and can prevent me from selling the house. In addition it seems that they did not follow the New York City codes for the installation, which is costing me $5000 to change. I have been trying to speak to their "permit department" but have not been able to get to talk with them in spite of haivng spoken to several customer service agents.

Good start then went south

Everything started off so well. Met a Sunrun rep at Costco, set up appointment, got sales pitch, signed contract, had roof inspected, and then radio silence. Was told it might take a month so I waited patiently. After 1.5 months and not being able to reach my rep via phone, I emailed the main office. Eventually someone got back to see and promised to escalate the matter. A month went by with a couple emails that basically said "Have you heard from anyone yet?". Another month went by and a customer service rep finally emailed me "Oh, we don't service Arizona anymore. You need anything else?". Do yeah, pretty terrible service, can't bother to reach out to customers when they plan to end a contract. If I could give 0 stars, I would.

Very bad

I had a meeting with a sunrun salesperson yesterday to be able to explain to me how the program worked, he told me that it was all without commitment, he explained to me almost every procedure he asked me to sign some documents and talk to his secretary, so far everything well but when he left and the secretary sent me the documents i saw there was a clause in there that he hadn't explained to me so i wasn't comfortable going through with the deal and i called the seller he was very stupid with me calling me bad character, liar and other things, that he had wasted his time with me that he could be serving other customers, I told him I'm sorry for wasting your time but this is a salesman's job sometimes he sells sometimes not. Well, summarizing everything, you should evaluate your sellers better, it's not because he didn't make the sale that you have to be stupid with your customers, very disappointed.

Sunrun/ Freedom Forever

My experience has been bad. They installed the panels damaged my roof, took almost a year to fix it too busy playing the blame game. They removed some panels took the system offline to fix the issue almost 2 years later my system is still offline. Poor communication, rude service people, money hungry. Only thing they are consistent with is sending that monthly bill. I have to mentally prepare myself to to talk to them no one reads notes, I don’t know how many escalations and incident reports have been filed nothing gets done.

Slowest customer service, lame excuses

I noticed my system was producing 1/2 of normal totals in February 2023. To SunRun's credit, they noticed the drop as well and notified me that service was being scheduled. I did not get service for a full 3 months after this notification, service men came on 6/16/23 and determined one string was out, 2 panels had fried. They reconnected the string (minus the 2 panels) and stated that they would start the process to get the replacement panels, but the panels I had installed are no longer manufactured, substitute panels would be ordered. 2 months later nothing has been done, customer service states that the "Design Team" has not recommended replacement panels yet, basically have not looked at the issue. It seems a very simple thing to me to order 2 replacement panels as SunRun is billing themselves the largest solar installer in the country, but their work flow process is bogged down by excuses and finger pointing (customer service can't order panels-design team must recommend-design team is short staffed etc. blah blah blah. 5 months and my repair is not complete, this is not good customer service by any stretch of the imagination.

Finance Issues

I got approved through Green-sky to do a finance for an electrical upgrade. I go ahead and tell them it's ok. Two months later they sent a bill saying I selected no finance. Why would I selected no finance after talking to my said rep and got approved for a loans. I call Green Sky my merchant, All they need was Sunrun to sent an invoice. I go back and forth between Sunrun and Green sky. Taking to different rep. No one can help me especially Sunrun. Finally they told me it would be $800 more to sent an invoice to Green Sky. I wish I went to a different Solar company.

Still waiting…

I have everything signed ready to go, day of install (April 24, 2023), everything was going great. I was told I needed a county and PG&E inspection and then they would be turned on. Today (August 24, 2023) I am told be a tech who showed up that he is here to get my panel “more up to code.” Still no date set to have my panels turned on. This company is a joke and a scam. 0 recommends to anyone and will advise all to avoid this company.

Sun run is incompetent and rude

Sunrun customer service is completely incompetent. I called 6-8 times between my wife and I to try and get a bill but they kept telling us to wait a week, then finally someone took us seriously and actually looked into it and found a problem when transferred to us from previous owners. I was told a case was opened and I’d hear from a case manager later that same day, never did, didn’t hear from a case manager until 4 days later and was told to wait another 2 business days. Then I call the number of case manager 3 times and left 3 voicemails to get no response at all. I am almost 3 months with no bill and no response and no resolution. JAMES CARAGDAG is the case manager that won’t return my calls and won’t do his job. While the rest the company seems to support this same way of servicing their customers… leaving them in the dark. Stay away!!!

Service is pitiful

Warranty on installation covers roof leaks. My roof has been leaking since 6/28/23. It still is as of 8/21/23. Setup service for 7/24/23(earliest appt) Guy came from 1.5 hours away, here for an hour. Yes, panels are causing roof leak, They don't repair just report back. Sunrun will come to repair it................ Just on phone with customer care for 30 minutes. She was reaching out to my case manager. He doesn't return my phone calls or emails. Got disconnected. Back on hold now.

Sunrun Installation

I was very pleased with the presentation because it was very informative. So much so that I decided to go solar with your company.

worst customer service

WORST EVER

sun run proved "too good to be true)

i got an email from my cable provider telling me i can get solar panels with no money down, free installation, a very low lease cost, and a gift card. i've always wanted solar panels and my curiosity got the better of me. i was so glad i called. the sales rep, weston wheelehar, put us at ease and was able to answer all my questions (and there were a lot). i signed my contract in april of 2018. sun run applied for all the permits with no cost to me. it took a little while for the permits to come through and getting the inspectors to pick a date to turn on my panels, but finally in august my panels were turned on. i saw the savings in october ( we decorate for halloween and christmas) even though it was later in the year. having the panels made a huge difference. one of the best choices i ever made.

Run away. This company borders on corruption.

I should have known something was up with this company when I was trying to get the lease transferred into our name when we bought our house. It was a MAJOR fight just to get this done. Now fast forward. We had a windstorm that destroyed our roof necessitating replacement. Imagine my surprise when I am told that it will cost $170 per panel to remove so I could get my roof replaced. And another $170 per panel to reinstall these very same panels. By the way the turn around time is “when they can get to it”. How many roofing contractors are going to accept a reply of “when they can get to it. Finally, my contractor found a third party to remove and replace the panels with the blessing of Sun Run. Now Sun Run wants $350 to assess the installation since it was another company that did the work. The so called assessment was less than 5 minutes by 2 different employees as I was told the first employee did not have the supplies to do a simple fix. Numerous times I was told that someone will be calling me back generally a manager or director. NOTHING. The worst customer service ever. It took me numerous phone calls and waiting on hold up to an hour to get an appointment. The first appointment I was given was 2 1/2 months from now. Finally, I get an appointment for 8/6 only to receive a phone call the very next morning from a supposed director by the name of Rich that they were having a hard time getting people to come in on the weekends as they were all busy. I was told he had several techs in the area and he would send them over today as it was a simple fix. I have told them I will not be paying this bill as I view this as insurance fraud. This is far from a thorough inspection. I was told by Eric that they will send me a check as a credit to pay this bill. I told Eric if I receive an invoice it will not be paid until I receive this supposed check. What are they trying to hide to make their books look good. Run as far away from this company as possible.

Great Experience

Brendon was our sales person. He is very communicative, knowledgeable and professional during the process. The price we were quoted was the price we were charged. We don’t have any complaints and will recommend SunRun to family and friends.

Insufficient system

The salesman stated our house would only need so many panels for the year. After a first few years. The system broke twice. Then on the third year, it actually became a hot year. The panels are so woefully insufficient for the hot months that my bills was about 500 bucks with panel and power. The credits the system produce for 7 cold months, could not cover more than one hot month. This is just poor planning on their part on what is actually needed for the home. Should have gone with Tesla...

The worst company I have ever had to deal with

Of the two years I've had it, it's only worked problem-free for about a year. Sunrun is HORRIBLE at customer service and follow-through. You have to call repeatedly and fight and complain to get them to come service the system. And when they do service the system, 50% of the time, in my experience, the technician has either NOT fixed the problem, or actually made it worse. They have wasted my time and money - I am currently paying them for the system, and SDG&E because their system isn't working. Sunrun is, by far, the most inefficient, ineffectual, and incompetent company I have ever dealt with, and I regret signing the contract every day.

Great... except...

So far, three years in, I love it ... except ... How does the "customer service" part work? Seems my system may be "not producing" as much as it did in the beginning, so how would you like to help me? Do you folks monitor my system as I do myself? Or, do you wait for me to call? Are there any upgrades or such that I need to know about? Let me know what you think???

Worse Company I've ever dealt with!

I purchased my home in New Jersey on March 30, 2023, it already had a solar system installed by Sunrun. A requirement to purchase the property was that the Sunrun contract be transferred from the previous owners. Sunrun also demanded that they had to run my credit report even though I just qualified for a mortgage. All paperwork and requirements were completed and signed off by Sunrun on April 4, 2023. Now the fun starts; After three weeks of the system being down and disconnected I placed a call to Sunrun and they advised me that the system was turned off do to non payment. I advised them to update their records. After numerous phone calls, emails and having a case number I finally got some activity. A technician arrived on July 24th for three minutes to turn the outside system switches to the off position. Calling Sunrun yet again they told me I needed an updated meter and they will contact a local company. It is now August 15th, and the technician installed the new meter which took 10 minutes but he was unable to advise me if the system is operational, meter was for communication purposes only. Issue continues and of course I was not advised on the next step. Also a previous buyer on this property offered to pay the full remaining contract amount but Sunrun refused. All your going to get from this company after they take your money is NO customer service and a mountain of aggravation.

RUN away from SunRun!

We had a solar ground array installed by SunRun. I need to first start off by saying Mark the sales person was excellent. Very friendly, very professional, and the only one that I could call to get anything done. After months of waiting to hear when our project would begin, we called and found out that our project manager had left the company. Our new project manager, Nate, was very nice and responsive. However, he kept telling us this was his first job with SunRun in New Hampshire. Whenever I had questions, he kept telling me that he wasn’t sure about New Hampshire, but he knew everything about New Jersey and Pennsylvania. The communication between SunRun and their subcontractors was horrible. (The subcontractors were excellent when they got here and did their job properly.) The first time someone came out to stake the location of the array, it was done incorrectly, resulting in the location of the new solar array shading our existing solar array that we owned. My husband made a point of going out and telling him that it should be lined up in line with our existing solar array. He obviously ignored what my husband told him and it should have been blatantly obvious that it was not correctly staked! My husband had to re-stake it properly! It was obvious in photos and was noted in the original notes for our project that a significant amount of fill was necessary before the array could be installed. SunRun had included that in our contract. The project manager completely missed this fact and set a date for the frame to be installed. At this point we ask them when they were going to deliver the fill and it was a complete shock to the project manager that it was needed. It had already been 10 months since we signed the contract, and we didn’t want any further delays so we paid a company to bring in the fill and level the area where the array was going to be installed. The subcontractor that was installing the frame had problems with their equipment two days in a row. The first day they had to wait two hours for SunRun to deliver screws (the screws were 6 ft long and weighed 50 lbs each) that were missing when the framing was delivered 5 weeks earlier. They proceeded to dump 30 screws on our front lawn. Our job only needed 10 screws. The SunRun crew that came out to do the trenching and the installation of the panels was excellent. They were very friendly, very professional, and did their job quickly and correctly. 3 weeks later when the panels has still not been turned on, I was told that they couldn’t turn on the panels until our utility company had inspected the job, and sent SunRun their approval. After waiting another two weeks I decided to contact the utility company myself to see what the holdup was. They had no idea what I was talking about and said that the job had already been approved six months previously. I noticed that the letter of approval had the incorrect kilowatt hours for the project. After investigating further, it became apparent to the utility company that SunRun had installed an inverter that was too large for the transformer on the street. SunRun had to come back out and remove the the inverter, install a new one and unplug two of panels that now could not be used. The job took 11 months and we waited for a month after installation for the panels to be turned on. The communication between the departments of SunRun and between SunRun and their subcontractors was nonexistent. Every time we talked to someone they had no idea what we were talking about or they would forget details about our job that were important. With the job finally done and paid for, I am still waiting for a receipt. I’ve been told somebody will be in touch with me in 2 to 3 days. From previous experience with this company I know I will have to make more than one call to get our receipt. SunRun did reimburse us for the fill and the two panels that were installed that could not be used.

Sales guy doesn't know what he is selling, and neither do I

I just had a "Run" sales guy at my front door. Well I assume that he was a sales guy. He kept talking giberish, and I kept insisting that he get to the point and tell me why he was at my front door. This went on for a few minutes until I told him to get off of my property. He also insisted that he has been to my house many times over the last few weeks and left messages on my Ring, and wanted to know why I didn't get back to him. My wife and I both work from home and are here all day.