Sunrun Inc.

Big mistake!

Where do I even start, i’m so frustrated with this company Shame Costco for advertising this horrible company! We were scammed and lied the guy that we welcome to our house pretty much lied to us about everything, he made us sign a contract that was totally fraud. We’ve had our solar since May 2022, it’s been over a year we have not had anybody call us back. We did a fraud claim. And yet nobody has even tried to reach out to us. We call almost everyday and they tell us the same story, they’ll have someone call us back and get no one does. We are finally getting a call Lawyer to handle this case. However, is reading this I hope you don’t ever have to deal with this company.

Overcommit, no communication and don't deliver

I engaged with Sunrun when I met the sales guys at Costco. Given Costco's reputation I trust them blindly and first time in 22 years Costco failed me. I worked with Sunrun team since April, I have been made false promises on the installation timeline and update. I was initially promised installation in 2 months then the sales guy (Han Yang) kept making more promises . Finally he blamed the operations team and his managers for not getting an update even after escalation. I was given managers email address and I sent an email to both Michelle Grays and Lorena Nicholls and they did not even bother to acknowledge the email. I am appalled at the way Sunrun team members passed the blame and make it a customer problem rather than solving the customer problem. The least I expected was being honest about the delay and forthcoming on the new deadline. When I reached back to the sales guy to cancel the contract he was more than happy to and did that within minutes and had to audacity to tell me that it will not cost me any money. If the installation process is so terrible I can't even imagine the after sales service. I am surprised Costco is promoting such a service. I would recommend to "Run" away from this company

The work was completed on schedule and we have realized great PGE savings ever since. We also got a battery pack that work on Kitchen and garage during power outages. All good. We purchased the system. Thank you.

Very helpful

From the beginning to the end Ariana Ryan have been very informative, helpful, n just someone thats easy to work with. No matter what questions i had she was there to answer it. At first we backed out from the agreement but she worked hard and made it work out for us. N now we are happy with everything thats happen so far. Thank you.

Great Company

I've had solar panels for 8 years and there has never been a problem with any of the services provided by Sun Run. The panels continue to produce power and reduce my total electric bill. Also, I recently had a visit from Bruce Nelson to check on my system. He was very courteous, knowledgeable, and a pleasure to talk to.

Awful up down and all around

So we went with sunrun for our solar panels to be installed. I was told many different things like the roof isn't good for solar no it is good for solar. But you'll need a new roof. Long story short, they get me a new roof. With the roofing tiles cut all round the panels. 7-3-2023 some crazy wind hit my house and threw a bunch of roofing tiles all over my "new roof". Mind you my solar isn't even on yet. It's going on close to a year. Roofing tiles were even thrown onto the panels. I call sun sun and they want me to pay to have them remove the panels 170 each. I have 20 panels. That's $3400. To remove just the solar panels. Nope. I'll go up and tear them down myself. Nothing but issues with sun run since day one. And now I have a destroyed roof.

Worst company I have dealt with in 50 years

I bought a house with Sunrun panels. After reading the reviews of this company I wanted nothing to do with them so I bought the panels on the day of closing with the check sent directly to them from the Title Company. First they claimed they didnt get the money and I have to prove they had cashed the check. Now they are going after me for a monthly leasing fee even though I never leased panels even for a day, nor had a lease agreement with them. I have spent countless hours dealing with these people. Nobody you contact is able or willing to resolve their company's mistakes. Not sure if it is greed, massive incompetence or a "not my job" mentality. I am surprised Costco has an agreement with them.

Sales

Zero absolutely no star they deserve after 2 time’s talking over the phone by sales person Marco Esparza I decide to hang up the phone on him he was rush and rush to get me sign in with them he’s telling me he waisting his time on me and I told if you think you’re waisting your time with customers you should definitely get different job ! He can’t explain any questions and he get easily mad , Sunrun show me the truth face after 2 phone call that’s why your review is too low in all over the Internet .

So Far, So Good

First, allow me to note that a lot of the negative reviews are about the time it takes to get your solar panel system connected to the grid so that it is generating power to the grid. Sun Run has no control over how long it takes your local utility company to allow your system to connect to the grid to generate power to the grid. In our case, it took the utility company, Dominion Energy Virginia, over six weeks to connect our solar panel system to the grid. Our system was installed and ready to operate by the fourth week of April, but Dominion did not connect it to the grid until the middle of June. A Dominion rep told me that the excessive delay was due to the huge numbers of new solar panel systems being installed in the state. Sun Run had no control over that. Anyway, so far, we have had a good experience with Sun Run. Our Sun Run rep has been great, every attentive, and very responsive. The installation team that Sun Run used did a good job and even came back twice to make sure the system was installed properly when they detected some minor issues. They came back and resolved the few minor issues in a very short time, and our system is working very well. Also, I have had no problems getting ahold of Sun Run's customer service department. When I decided to pay for my system all at once instead of using financing, I had to call customer service to change my payment contract, and I had no problem reaching them, and they quickly switched my payment option. Finally, I should add that the actual price of my solar panel system will only be $23K after the federal solar-energy tax rebate.

No resolution

Still no resolution from SunRun after Sales Manager forged my signature on a SunRun Solar Contract. No call. Nothing. Came home to sub contractor digging a trench on my property. He is still listed as a SunRun employee and his HIS status is still active. Why would you keep someone like this employed and ignore my calls? Filled out an ethics violation form. No call to investigate further. Left messages for his boss with no return call. Who are you protecting?

Horrible!!!!

2 months in, panels in place and not functional. They contracted out the installation and BOTH Vivint and the installer have seemed to disappear. So, highest usage of energy for the year and we are paying on panels and our a full utility bill. Several calls back and forth with promises they'll have someone get in touch... Nothing. The guy that set it up and "guaranteed" a smooth process, not return call. Completely terrible experience, regretting making this decision. Should have known it was going to be the worst decision when it took over 6 months just to get them installed after we signed up. Horrible.

Costing Me the Sale of My House

I had panels installed on my house March 12 ,2023 at the same time my house went on the market. My house was schedule to close June 30th, I still don't have panels turned on. I've been reaching out to them for weeks to get information about connecting my panel and the transfer process since the panels were not on. I've been given the run around and I still don't know what to do with panels. Horrible customer services. My close date was pushed back to the July 5th. Orlando office has made serious error in handlijg this issue. More likely not having oanle turned on by new closing. I dont recommend this company

To bad a 5 star company acts like a 2 star

We needed a new roof. We called and went through an excellent process to have our panels removed. No problem. 5 stars. Roof was completed. We reached out and let them know we are ready to put the panels back on. We were informed due to some regulations in Massachusetts that we have to go through the inspection, design and permitting process again. So now we have to wait about 2-3 months until our panels are re-installed. The issues are as follows 1. We should have been told right front start this was the process. 2. Why not do the 6-8 week design phase immediately. The roof layout is not changing. 3. As an existing customer, why is it taking 6-8 weeks for the design phase, which is the same as a new customer. While it is appreciated they are not charging us our monthly fee during this period ($82), our electric bill this past month was $722. A year ago? We paid ZERO. Looks like we won’t have them installed until late august early September. So we miss the biggest producing months all the while paying full rate to our electric provider because of poor policy decisions by Sunrun.

Still waiting after 5 months

We bought our new home from Taylor Morrison in Lincoln Ca in February 2023. The solar system was already installed. I submitted the paper work they require 5 days after closing escrow. They say it will take 8-10 weeks for PGAndE to approve the system so we can start using it. They have not even submitted that request to PG and E and it is the end of June. I am furious and this company should be shut down. We paid over $18,000 and are still paying PGE bills every month because of SunRun’s incompetence. I call them every few weeks and I get the same lame excuses. If you have a choice do not choose SunRun. I will be filing a BBB complaint.

Worst company to do business with

I have had my panels on my house for over two months (mid April) and I’m told there has been another delay…on my third. I won’t be getting solar now until the end of July. They don’t seem to care either. Great sales pitch, rotten everything else!! If you’re looking into solar DO NOT use this company!!! I can’t stress enough the aggravation Sun Run will bring you. They will give you excuse after excuse, Titan Solar is the ridiculous company they use for the install. They don’t seem to know what they’re doing either! From licensing issues to wrong paperwork…. All comes down to delay, delay, delay. The two companies really do deserve each other, it appears they have the same work ethic. DO NOT USE THESE COMPANIES!!

Should have read reviews first

Unresponsive Not fully forthcoming Not proactive. I’m not even hooked up yet and I already regret using this company.

SunRun solar panel installation was fine

My experience with SunRun Inc. has been simply superb: from the initial sales process (Keegan Fisher) answering all my questions and explaining the cost, after sales support for achieving all permits on time (Taau Lesa) as well as the solar panel installation and logistic (Rose castillo, Ryan, Steve) on the scheduled day and fine tuning after sales support. All SunRun personal involved (see their names above) on my case were very helpful both in person, over the phone or by email, explaining everything clearly to me. Thanks you for been a so efficient company.

The process was easy! My account manager Mackenzie was awesome and kept me updated throughout answering all my questions until I was comfortable. The install was great and they made sure everything was working properly. They came back a few days later because one of the panels was registering properly, found the problem and fixed it quickly. I have had the panels for a year and am so happy! Especially since rates have gone up twice since then!

Rip Off company

Do not do business with this company. I leased my panels 8 years ago and these panel only produced what they said for 2 years. They were supposed to produce 10,000 kwh and for years they produced 6000kwh. I leased them so they could manage them but I’m the one calling them to tell them they aren’t producing. I have paid thousands of dollars in electricity to Edison not including my solar payment. When you call they say it is producing okay but can’t give you a rate it’s supposed to produce. You stay on the phone with them for hours while they keeps stating then need to put you on a 3-5 minute hold so you can speak to the supervisor. They end up transferring you to another agent and you hear the same run around. I got a quote to buy them out for $28,000 dollars what a rip off because I will still need more panels. DO NOT SIGN A CONTRACT WITH THIS COMPANY BECAUSE IT YOU BRAKE IT THEY BUT A LEAN IN YOUR HOME WORST MISTAKE I MADE

Sunrun delivered!

Good experience with Sunrun, punctual, good installation and customer service. Couldn't be happier. We are now a net zero home and generate the power we use and then some.

The worst solar company on this planet

I signed a contract proximately seven years ago originally with Viviant solar company. Proximately a year and a half ago sun run acquired Viviant contract. Back in 2021. I had 11 solar panels fail. It took me approximately six months to get the panels replaced. I had to literally threaten them with a lawsuit to get them replaced because I was still under contract with a 20 year warranty. Also from 2021 to 2023. There’s 11 panels were not producing and I requested compensation in the beginning they refused to compensate me. It took 12 phone calls of lotta threatening of lawsuits in order to get compensated for the downed solar panels. They were getting their money and I was paying out of pocket with higher electric bills from Potomac Edison. Their customer service is the worst in the world. They want you argue with you about everything. Their customer service people are not from this country, and they are trained to beat you down and make you give up. However, they mess with the wrong person with me. I told them the way it was going to be they will continue to talk over you every time you call deny you any compensation. Be very rude to you in the process . I literally did not take any of their shit and demanded what was owed to me. I did eventually settle with them and got compensated. I suggest anybody that deals with this company and has a problem take legal action immediately! Contact the attorney generals office let them know you are having problems with this company as well as the Better Business Bureau. Even contact your local new station and have them come out and report what kind of problems you’re having to educate other people not to deal with this company. I hope this helps someone not to get involved with this company. Respectively, Larry Myers.

Very poor response

Battery concern still not resolve for 6 months now. Sunrun graph to monitor battery and discharge have changed with incorrect information (kw in thousands instead of decimal only). Battery performance cannot be monitored due to this graph error. Sunrun’s customer service responsed named Andrea Cameron is for me to talk to their battery supplier directly. What a response!!!! Sunrun should fix the information that they’ve provided to customer and not customer to talk to their supplier to fix it. DO NOT USE SUNRUN FOR YOUR SOLAR. I’ve choosed sunrun since it was tied in with Costco. Costco should remove sunrun as their solar provider…..

They have a great sales pitch. They get you hooked quick. As of right now the panels are working great. The problem I have is with the app and customer service. You couldn't get worse after the sale customer service if you tried. They will not answer the phones. You have to do everything by chat. They will not pick up the phone once the panels are installed. There app is 24 hrs behind and the graph is almost impossible to read. If you do a PPA, they absolutely refuse to give you access to Solaredge app. That's who makes almost all the solar inverters. They do not want you having real time access to the panel outputs. They say trust us, we monitor the panels 24 hrs a day. They control access to the inverter so you can't actually see if they are living up to the 90 percent guarantee. I would ask all these questions prior to signing up with them. I have to get a separate monitoring system to see what the panels are doing and if they are performing as agreed to, by their contract.

The WORST Customer Service/Communication

The home I purchased had SunRun solar and I NO choice but to accept the solar lease agreement if I wanted the home. For the last 2 years SunRun solar equipment has damaged my gutters and deck railing due to the placement of panels on my roof because of the snow sliding off with extreme speed and force. My boyfriend was shoveling snow on the deck and snow gave away from the panels and nearly knocked him off the 2 story deck, VERY DANGEROUS. I filed an accident report with them 3/8/2023 and have still no resolution to the problem, Finally after 3 months a tech came to access the damage. At this appointment I was told that SunRun would be responsible for the damages and that the solar panel installation was not up to fire code and they would need to be moved. Since that appointment I have called at least a dozen times to my resolution case manager who NEVER EVER answers her phone. I called customer service and made a complaint and then that same day she calls and doesn't even have the right information on the damage of my home! I was told by Judith Jordan that "the engineers/installers" of systems would be setting up an appointment to come out and access the damage. Later that day I receive a document via docusign and was told that in order for the engineers/installers to come out I would need to sign the document. This document would release SunRun and their affiliates from ANY LIABILITY caused to my home. THIS IS COMPLETELY WRONG! I would NEVER EVER RECOMMEND SUNRUN. My experience has been TERRIBLE.

Find someone else for solar

Worst customer service I have ever experienced. Rude to my wife during installation. Lied to us about the program. Fldmaaged my property during install- won’t answer phone calls or emails to rectify it. I should have done more research, I could have gotten a better price with better service. Do not use sun run. Find a local Solar company.