Sunrun Inc.

CONSUMERS BEWARE OF THIS COMPANY in MASSACHUSETTS!

DON'T BELIEVE SUNRUN SALES PEOPLE HERE IN MASSACHUSETTS! I was fed lies and misinformation by Steve B or G, (never got his last name) in order for him to meet his monthly bonus projections. I'm extremely disappointed with the whole process from sales to installation to never having my phone calls returned to me once the panels and the transfer from Eversource to Sunrun was completed. I live in a multifamily house and there was a promise of all 3 electric meters to be updated; only the 2nd floor electric meter where I reside was updated and this is the only floor the panels are servicing. I was told by Steve that there is always only one meter and Connie in corporate told the same story. Also, there is only one solar meter and when I see other multifamily homes there are 2 to accommodate 2 apartments. I have a 3 family with the 1st and 3rd floors still getting charged by Eversource for their electricity when I was told that the monthly $271 charge would satisfy all 3 apartments (another lie). I intend to talk to a legal team so that I can extricate myself from this alleged contract and get these panels off my roof. Maybe Eversource electricity isn't so bad after all; or, I need to find a reputable solar company that is not out to cheat consumers just to get a sale. I was rushed into an installation date 5 weeks before the actual date I was given of April 11th. Received insistent calls to be able to get this done b/c of a "cancellation" that became available on March 7th. My granddaughter's friend was calling her to be available since Steve, the sales guy, used her friend to drum up my interest in going solar. Bottom line, I'm not at all satisfied with how this solar panel "cradle to grave" activity took place. I would NEVER EVER refer the many people I was going to give to Steve and there was a lot of interest from the folks I told about Sunrun...until I got stiffed.

Deceptive Business Practices

The representative Thomas Horrell of East County San Diego SCAMMED my boyfriend (which I am the other joint homeowner) into signing a contract to start solar. This guy sat in our living room for hours giving us quotes that weren’t true and saying there is no lease fee. He said we could initial a document for the CPUC information. I asked my boyfriend “what are you signing??” The rep made sure I never saw the documents and said it was only the CPUC information. My boyfriend said it looked like they were wanting us to start Solar but we only wanted to get a consultation. He was reassured by Thomas and a rep on the phone that it was only for consultation. When I asked my boyfriend for the signed paperwork it was a COnTRACT for SunRun to start the permitting process and a lease! I said WHAT?! Their own contract says all homeowners must agree. Well I don’t and I was never shown the paperwork! Also we were told no money out of pocket. Yet the power company was going to charge us over $1,300, which SunRun never mentioned. The fact that you can sit in my living room and cook up lies about signing things and how the system works is unfathomable. We cancelled immediately and will never go back to this company. This company has completely eroded trust and is obviously out here to SCAM! Beware!

SunRun - goes beyond expectations!

We still can't believe how quickly and thoroughly the whole process was. From sales rep at door, to the installation, to the connection to ComEd!! Incredible.

Say no to Sunrun!

Sunrun is an absolute nightmare to deal with. Once you sign, they do not care about you whatsoever. A squirrel chewed through the electrical causing outage to our panels. We paid $1,500 to fix it and install guards and Sunrun has rescheduled 4 times! And every time there are weeks in between their “next available appointment”. I just laugh every time they set a new date because I know they won’t show up. Absolutely HAD it with them.

Ghosted with no resolution

I would seriously think twice before considering using SunRun as your solar company. We have used them for 7 years and I used to sing their praises and refer them to anyone I heard say the word “solar” but I would’ve run as fast as I can if I knew how bad their customer service was going to be when I need them to follow through with things, especially things that they initiate. I am a very patient person and have been dealing with an issue with them since March and it’s now August with no resolution. In 2016 before installation, my husband brought it to their attention that their plan drawings done by their wonderful engineers looked like bad panel placement because we have trees nearby and our neighbor’s yard is right next to that side of our roof so their trees that we have no control over may shade our panels. They talked us into agreeing to place the panels there saying they assessed and know what they’re doing so the trees will not cause a problem. Well, theirs/our trees have grown to almost 30 ft and are causing shading which isn’t surprising. We have trimmed trees and are not responsible for policing our rental neighbor’s trees. There is a string of 21 emails and 7 texts since March and still no resolution. Appears it’s as easy as panels needed to be relocated and now that it’s summer we’re dipping into Edison more than ever. They have stopped all communication and will not respond to our issue which has not been resolved and reimbursement that was promised has not been paid as of this date. Think twice!!!

Pigeons under solar panels solar

I have tried to reach out to Sunrun for help With pigeons and birds building nests under my solar panels and trying to get them removed. They told me if I purchased critter guards from them that they would remove them for over 50.00 a panel and I have 42 panels on my roof can’t afford them to install them. This is the worst company to deal with nothing , but problems with my system not working very unhappy.

Turn around time

If you have a problem with your roof as a result of the solar, you will wait weeks to get the issue resolved. I’ve been working since the beginning of the year, and now, I need a new roof. They can’t even schedule someone to come out to remove our solar with a contracted company for 3-4 weeks, so that the roofing company can come and tear our roof off, in order to put a new roof on… we’ve had this solar on for less than two years by the way. 8 months we’ve had leak issues. They patched holes not once but twice, each time, it took 3-4 weeks to get someone out. This is utterly unacceptable.

Run away from SUNRUN

We bought a home with pre-paid solar panels already installed. You might think it sounds like a great perk, but not when the panels don't produce not even half of what you use. Now we can't get them removed because according to them WE HAVE TO LEAVE THEM ON for the remainder of the 20 years they were paid for! We want to remove them and add some that actually generate what we need and we can't! The ones that are installed don't even produce the amount that they say they do! Oh and we don't get any tax credits because we don't own the system, they get the tax credits!

Company performance borders on a scam operation

I wish I could give Sunrun a decent review, but sadly the other reviews about Sunrun appear to be accurate from my experience. Sunrun's representative was quick on the sales pitch (which had numerous factual errors in the pitch), and they had the panels on the roof relatively soon after the contract was signed. They then forgot to file the paperwork with local utility for net metering and permission to operate, so I sat in limbo for a month, jeopardizing my tax benefit for going solar. But that hasn't been the worst. Since the system went operational, the inverter is giving inaccurate readings and has been remotely diagnosed by Sunrun as failing. I have been trying to get Sunrun to fix this since March (it's now August), and the same pattern repeats itself--I call them, they say that they are having trouble finding anyone to do the repairs (funny how they still are doing installations in my community), but they will get a third-party company to do the repairs and contact me within a day or two. They invariably fail to call me back. Three weeks later I call back, to be told the exact same thing. At this point I am examining what legal options I might have to prompt them to conduct a warranty repair on a system that is only eight months old (and for which Sunrun's financial division is insistent on taking payment each month). This is particularly irksome, because Sunrun (and companies who behave like them) give the industry a black eye, and risk killing a necessary part of the transition to green energy by behaving like this. I could not in good conscience recommend going solar to anyone in my neighborhood, and if I did, it would be with a strong warning of caveat emptor.

Don't be a slave to Southern California Edison

I moved into my home about 3 years ago and I knew with all of the prevalent Sunshine up here and the high temperatures my electricity was going to be an issue. I moved in in late spring and contacted Sunrun within the first month to start my solar experience and I have never regretted it. My electricity bills are Rock Solid every month and automatically paid through my account. Even though I've been keeping the house in the mid to Upper 70s All Summer Long with your conditioning running almost Non-Stop day and night some days I have never received an overage charge for electrical usage. My pool pump runs 6 hours every day while the sun shines and it is crystal clear and ready for a nice cooling dip. I keep lights on in the house while I'm away without ever worrying about electric usage and my home always look like there is someone there even when empty, which is important as the home break-in rate in the high desert has increased exponentially since I moved up here. Anyone that is not taking advantage of the sun beating on the roof and creating enough electricity to run their home and put something back into our overloaded electrical grid is very foolish. I'm sure that some of my neighbors who don't have solar have been paying some pretty enormous electric bills this summer or suffering as they try to tolerate temperatures in the mid to Upper 80s inside their homes because they cannot afford to run their air conditioners and make their homes livable. Thank God for Sunrun and for the continued sunshine that creates more electricity than I use everyday. Gas prices have increased over 240% in the last year or so and I am seriously considering some way of heating my house during the winter using the plethora of extra juice that my cells provide every day.

Quality Product & Quality Service

From day one when the gentleman showed up at my door, I was apprehensive. However, from that point on the customer service has been exemplary. Every phone call, email or in person communication has been professional, kind and super helpful. Having someone walk you through everything and still answering questions 5 calls later on the same thing and not being frustrated or rude as I get used to this new technology. The You Tube videos are super helpful as well, especially understanding the bill. My City was a pain in getting the inspector out for their part. I appreciate that you all stayed on top of them to make it happen. The only things I can say that would be a great addition is adding the bird guard option so that can be done all at once and having backup power that is not through Tesla. Other than that, I love my solar and I am very appreciative of the excellent customer service. Please do not ever change that. So many companies have it is is disappointing. I would pay more for a quality product and quality customer service. Please don't ever lower the standards. Thank you for being terrific!

The Best

In 2015 when I was having my system installed I was having some doubts about it's productions. Here I am Eight Years Later a very happy man that I made the decision to go with Sunrun. This is the truth I have not paid an electric bill since the system was installed. Richard Gauthier

Sunrun/costco

Did a great job listened to my concerns. Got a nice Costco shop card. Wanted a company that would still be in business if something went wrong down the line.

After removal and replacement

For a reroofing project it took me noticing a drop in performance after 2 1/2 months and notifying SunRun of the drop. It then took SunRun another 3 weeks to send a repairman out who found 70% of the system not working properly. He could only fix half of the problem and said I would have to contact SunRun to send a different repair crew out. When I contacted them about repairing the remaining fault they said the soonest they could get a crew out was another 3 weeks. So they are still bugging me about the removal for the replacement even though the system isn’t working properly and are collecting the monthly payment’s when the system isn’t working properly because of their people that removed and replaced the system. So in final customer service leaves much to be desired.

Sunrun makes solar panels not worth it

We bought our house that already had solar installed on it. We hadn't looked into the company beforehand but it was already on the house so there wasn't really getting around it. Well since then our system has gone out 3 times in the last 2 years. The first time it went out we hadn't noticed as everything was on auto-pay. It was out for 5 months before they got it working again, worked for 4 months then was out for 2 months again. Scheduling is always at least a month out, the people on the phone are fine, thought they always seem confused and unsure. I would never in good conscious recommend this company to anyone.

Scamming Solar System

You should be ashamed of yourself with how you are scamming people. Your solar stopped working and I did not have solar for approximately 2 months, ended up paying over $600 extra for electricity and your response for compensation was first to wait 3 months then call us. Then when I called after 3 months you made me wait in line for 20 minutes then tell me I will be compensated for $90??? That is a joke and I recommend everyone to look somewhere else. Worst customer service and company to have as solar.

Need space or negative stars.

I bought a house that had solar panels installed but it needed a new roof. After coordinating the new roof with sunrun, it took months to get the panels on the roof. I noticed something that did not look right, discovered that the technician who installed the roof made errors which he patched. The roof had to be replaced and it took sunrun months to cover their damage. They refused to let me out of my contract. It took about 50 phone calls (I am not exaggerating) multiple hours on the phone, talking to higher ups at sunrun to get the panels reinstalled correctly. 6 months later, the panels are not functioning. I have already spent 4 hours on the phone trying to get the problem repaired. Now, a new twist. Starting today, I cannot call any of the sunrun numbers now, because the computer that answers the phone does not recognize my phone number. Rather than being the gift that keeps on giving, sunrun is the torturer who keeps on torturing. For the people who wrote good reviews, wait till something goes wrong and deal with this irresponsible, uncaring, incompetent poor excuse or a company. For any body who has these panels, accept my condolences. for tax payers, you should not be paying anything to subside sunrun.

I am so happy to hear that you are doing well and that you’re doing a good job

kWh not being transferred to electric company

I have contacted your company every month and always get a run around and then they try to school me in usage. This is simple math. If my app states I have generated 3000 kWh for a month, then I receive my electric bill and it says I produced 2100 kWh for that month where did the 900kwh go. And no do not say about usage. I have deducted that. Simple math. I understand usage. I want a simple answer as to where those kWh went. The electric company tells me it is Sun Runs problem not theirs. If they are not receiving them through the meter they can not account for them. No one at Sun Run will give me an answer. I wish I would have never put these panels on my house and am considering contacting the PUC.

Ineptness, Ineffective customer support and poor communications!

We purchased a home in Mesa in 2021 that had a SunRun contract in place and 64 solar panels on the roof. The deal was a prepaid lease paid for by the previous owner. Sounds great, right? The problem comes when an inverter goes bad (they only last 8-10 years max., so we expect that will happen over the life of the system) SunRun has the responsibility to replace the inverter when they go out during the life of the contract (about another 8 years). They replaced one already and a second one is out. Both times we were told the part had to be ordered, which took months. Then they emailed us saying the part was in and we had to make an installation appointment several weeks out, which we did. The installer doesn't show up on the day of the appointment and when we contact our contact person we are told the part is not in the warehouse. Then we wait again for a part to be ordered and go throough it all again. The first one finally was installed. The second inverter has been out since early this year. In April, we contacted SunRun to get them to replace the second inverter. We finally got an email July 7th telling us the part was in. We set an appointment for between 7:30am and Noon today. Nobody shows up. I call SunRun and they say the part is not in. No call, no email although the appointment was confirmed twice. I suspect the part was in, but was used on someone else's install? No email or communication to me that nobody was coming today. We had planned several trips around this appointment to make sure we were here for the install. Super inconvenienced and frustrated at the lack of communication in SunRun internally and with their customers. SunRun sends an automatic survey when you have spoken with a customer service person. You are supposed to give one to 5 starts for the interaction, but there is nowhere to leave a comment. The people on the phone are very polite and nice, so I hate to give them one star, but the company in general has shown themselves to be poorly organized and not very customer oriented. The customer reps say, "I understand completely", but of course that doesn't help solve the problem. I'm supposed to hear from a supervisor today who is supposed to call me back. We'll see if that happens. Not holding my breath.

Warning

STAY AS FAR AWAY FROM THIS COMPANY AS POSSBILE. Contract signed on 10/15/2021 and still not hooked up. Panels went up in one day (all I needed to do was to pick up the left-over hardware off my driveway) they failed the town electrical inspection, then the UI inspection. I have made dozens of calls to the USELESS 800 #. I am at wits' end. I wish I could just rip them off my roof and call another company

Poor Customer Service

Went into contract over 4 months ago for a major upgrade to my existing Sunrun solar system. Was promised 8 new panels, a car charger and an upgrade to my electric service panel. All in time to keep my neem 2 status. They got the parmits had PG&E come out and take a look and now I have crickets. They stopped responding to my emails and I am left with a home shop in my garage that is inoperable because I have had to remove everything on the wall that will have the electric work. What kind of company just stops responding after you enter into a contract with them. Sunrun talks about being all about customer service. Well where is the customer service now?

Sunrun is a Scam

They do horrible work, can’t even mount the panels correctly. Then proceed to tell me it is my fault. Everyone who works there is an idiot, can’t seem to get a straight answer out of anyone. They don’t seem to understand the fact that people work and don’t answer the phone when working. They need to be shutdown for horrid business practices!

I have had the worst experience ever with Sunrun, they installed the panels on my house last year, and within less than a year my roof in my bedroom started leaking, I reached out to my insurance company , they came and inspected, the inspector informed me that the roof was damaged by way too many panels on my roof, ,43 on a 1600 sq. Ft house! I called Sunrun ,the customer service representative assured me that I was under warranty and they were responsible for fixing my roof, them I didn't hear anything back about when they would be out to fix it, so I called them, and that time I was told that they were sending a inspector, I agreed to that, well, I called them again after the inspection and they informed me that they were not responsible for the repairs on my roof! Then they sent another inspector and again I was told that they were not responsible, well, this morning my roof collapsed and now my floors are damaged too

WORST COMPANY I'VE DEALT WITH IN 32 YEARS

I leased 54 panels from SunRu in 2010. They didn't like my roof, so I allowed them to install a new one, BIG mistake. They hired some unknown, fly-by-night sub who did not get the required city permit (I didn't know then one was required). Their electrician told me the roofer intended to install 30 lbs. roofing paper instead of the industry standard 60 lbs. paper. I told the roofer I wanted industry standard roofing paper and he attempted to blackmail me for $3K in cash. I refused. The sub pushed their electricians relentlessly and I could see they were frightened. (They were both fired upon completion of my installation.) Almost immediately, the roof started to leak. A 20-foot crack developed in our cathedral ceiling, which covers two large rooms. SunRun sent out a very young man who told us some of the stanchions had been installed upside down. He couldn't remove any panels by himself but said he applied a waterproofing seal as best he could. Inside, he used one finger to apply some white stuff along the crack--on our light blue ceiling. After awhile, the roof was clearly still leaking. About three years ago I opened a case with SunRun; on the phone, I was told we were in the 17th year of our contract and SunRun was "no longer liable for the roof." This was completely untrue, as we are only now in our 13th year. Long, bubbling streaks began to appear all over the ceiling drywall. In the first days of May this year, SunRun notified me my system was not working properly. The first company they sent out failed to show but made another appointment for May 16. SunRun canceled that and got a different company to come out on May 22. That tech told us one of two inverter boxes had failed, could not be repaired, and had to be replaced. We needed a new roof. I hired a contractor and on June 8 signed a contract with SunRun that they would remove the panels at no cost to me within 45 days so a new roof could be installed. As that time was ending, SunRun informed me they couldn't remove the panels until August 29--82 days after I'd signed the contract. They didn't care that they were in violation of their own terms! In fact, they told me "Contractor will schedule to remove panels within 45 days of this signing" meant only they had to give me a date within 45 days--meaning there was no timeline for execution of the contract at all. This stands logic on its head; as a career lawyer I know that "within 45 days" clearly follows and modifies "removal." A contract that has no timeline for its execution is meaningless. Additionally, I was told they would not replace the useless junction box, either, and that I was expected to continue paying $335+/month even though I was now having to pay Ca. Edison for electricity my system was no longer providing! When I deducted $91. from my payment for my payment to Ca. Edison, SunRun began texting me many times a day. Then they began phoning me, every day. It didn't matter to them that I had an open case; they said I could submit for reimbursement later. Meanwhile, I had submitted a claim for $4,250 for new ceiling drywall, which is now necessary. SunRun has never addressed my claim for damages. When the city inspector looks at the wood supporting the roof, I expect much of it will need to replaced after so many years of leaks everywhere, and my costs will soar. SunRun is acting in bad faith. I have asked for my contract to be rescinded but SunRun refused. I am now considering having to buy out the remaining 4+ years of my lease, as I want nothing to do with this disreputable company now. I know there is a class action lawsuit against SunRun alleging deceptive sales pitches. I know they've lost money from a recent bank failure. They no longer have--if they ever have had--sufficient manpower to service their customers adequately. But their reaction has been to stonewall rather than to admit mistakes and do better. Reviewing the graph that should show my system's productivity, I see this instead: "We are working on overhauling the Energy System Graphs. Graphs on this page are no longer supported and data displayed may not be accurate." Small wonder they rate only 1.6 stars in reviews.