Sunrun Inc.

Dissatisfied with follow through

My original review was good. That was up to the installation. Since the installation, the follow through has been very poor. I have been waiting for 7 weeks to get the solar turned on. Now I hear that there is another document that I need to sign. Baased on this follow up, I would rate Sunrun on the low side.

Great results

Excellent customer service. Alex and Gonzalo were very professional, and guided me every step of the process.They provided all the information I needed, for a smooth transaction. I have not paid an electronic bill since the panels were installed. I am very pleased with the results. Highly recommend Sunrun solar panels.

Took almost a year to get setup took way to long and also now that it’s setup been setup for a few months now and it’s costing me double a month what I was paying before I got the panels don’t waste your time or money

Got sunrun solar panels installed 11/2022 and never heard back

I got my solar panels installed by Sunrun since 11/14/2022 and never heard back from the company. Kyra Saunders was my project manager and I send her emails , texts , and phone calls and no call back. I’m wondering what’s wrong with this company. If you are spending 25-30k and can’t get a call back. Now I’m worried if I ever have an emergency with the solar panels what to expect. STAY AWAY FROM THIS COMPANY.

A Living Nightmare

We bought a home, which already had leased solar panels from SunRun. Working with this company has been an absolute nightmare, from them having to go up a chain of supervisors to get a simple email sent to us, to them committing theft by incorrectly applying a payment to the wrong account and then refusing to correct or refund the payment. Get solar panels from ANYWHERE else

Deplorable service!

After paying 26k for our solar to be installed back in Summer 2022. Our solar panels are still NOT operational and it is now December 2022 going to 2023. Called customer service which takes an hour just to talk to someone, we were told that we would case manager assigned to our case and someone to come check until NOTHING! We’re so sick and tired with dealing with these people because for the amount of money that we’ve paid we’re getting pittance in service! DONT GO TO THIS COMPANY AND TAKE YOUR SOLAR NEEDS ELSEWHERE! I would give 0 stars if we could but no such luck!!!

Seamless experience

Sunrun did everything they said. Installation (including roof and trees) went withour a hitch. Thanks Mandy. The sales process was painless and clear thanks to Gulsum. Final inspection by my town was slow but it got done thanks to Mike. We had an open electrical permit (unknown to us after 22 years in the house) and Mike corrected the flaw and got us improved.

Vivint Solar Now Sunrun - WHAT A VERY COSTLY MISTAKE

Our experience started with Vivint Solar which was purchased by Sunrun. Vivint, with whom we signed the contract, was a better company to deal with. Our sales person Edgar Chavarria, was very professional and truthful. He would follow up on things that we forgot about. Then came Sunrun. Phone calls were totally ignored, emails remained unanswered and for months I left messages after messages still with no answers until one day I refused to hang up until the rep put someone on the phone. I explained how my electricity bills were getting higher while I was also paying Sunrun. Between January 2021 and June 2022 we paid our electricity company over $3,700, in addition to paying Sunrun as well. This is after we were promised a production surplus to sell to the electricity company. We’re talking about a house under 1500 sqft. The contract shows that they are underproducing by almost 1442 kWh and being the liars that they are, they keep saying that Connecticut will not allow them to install additional panels which the state totally denied. We have reported them to all the agencies (BBB, Attorney general office), etc. This is a very unfortunate situation that we would not wish on anyone. We believe they are just unwilling to cooperate by installing extra panels.

Installed the panels but when activated the system does not work in fact one month after being installed it is yet to produce any solar I told them day one I don't see anything for net metering they told me to wait 10 days later took me 6 days to get a hold of someone to get a technician to my place scheduled 3 weeks later this is terrible...

Sunrun monitoring app does not work

I got a new Sunrun/Vivint Solar system activated in San Diego recently. Strangest thing I cannot monitor the generation, export, usage on Mobile app nor Website my.sunrun.com. Customer service keeps closing the ticket saying problem is being worked on but no ETA. Bad customer care is adding to the technical problem. They keep saying your system is fine on our end. But isnt that the point of Monitoring app that I certify that too per contract under "Internet Solar Monitoring". Hope this post catches Sunrun's Management attention. My experience with SunPower is 100 times smoother and still happy customer. >>> Your system is still producing normally. The app issue is a technical issue we are working to resolve across all accounts. Please contact Sunrun Customer Care if you have any further questions. You can reply directly to this email or call us at (855) 478-6786 during our normal hours of operation, listed below. Best regards, Priscilla Morrison SUNRUN CUSTOMER CARE Sunrun Inc. P (855) 478-6786

Sunrun Cheating Customers

My solar panel (Napa, California) was broken for half a year and no one repaired it till half an year later, resulting in a loss of 2500$ (including increased bill charge and NEM charge high as 1560$), but Sunrun is unwilling to pay me for the loss. It delays in replying to emails, falsifys data, and exhausts all kinds of methods, with the aim of avoid compensation. It wasted a lot of my energy and time and made me disgusted! Very bad company, and bad experience!

run away or lose time and money

Run away! Sunrun is the WORST for being proactive, getting the job done, and for any communication about what is going on. I would leave negative stars if possible. Customer service seems to be a frontline defense to prevent customers from speaking to anyone in a position of authority who can get he work done. I have been waiting over two months for a reinstall after getting a roof replacement and I am afraid that Sunrun has no intention of ever completing this project. They keep blaming the City of Boston for permit delays but I check in with the City regularly and Sunrun has not applied for any permitting for my residence. When they aren't lying to me about the permit and placing blame elsewhere, they claim the project is with their "design" department but no design is needed - it's the exact same array going onto the same but newer roof. Meanwhile, my panels sit on the ground, unattached. I've wasted hours on the phone talking to very polite but useless customer service people who have no authority or ability to direct me to anyone who can move the project forward. I'd love to talk to someone on the "design", team or the people who have supposedly applied for permitting but am stonewalled at these requests. Project managers disappeared once the panels were removed and have been completely unresponsive. Several times I've been told I'd get a call back and I don't and more than once, they've asked to put me on hold and then simply hung up. By all means, get solar panels but please avoid Sunrun unless you want a massive headache and loss of time and money. In fairness, the ground crew from Shrewsbury who removed the array were really WONDERFUL - polite, efficient, good people but those doing the organizing and managing in the offices in Utah and wherever else they pick up the phone are apparently pretty useless. Problems like these usually stem from really poor management so I don't know if management is high or simply toxic but even if they were properly doing their jobs, their communication is pretty abyssmal.

Very Happy with SunRun Install and Operation

Katherine Ashton came to our house to explain what Sunrun had to offer and what it would cost. We had done a lot of research before hand and had many questions. Kate was very patient and professional and thoroughly answered all our questions. We felt no pressure to accept her offer. Our home install with back-up battery was completed in September, 2021. We have only had to use our battery once in that time. We have been extremely happy with the system overall.

Sunrun is worst company I've ever done business with. I was told st dome point in time I should see a decrease in costs. In the last 5 years costs have only increased. The company when it was Vivant was run out of the state of New Mexico for their shady business practices.

Another Disgruntled SUNRUN Customer!!

Into 7 repeat SEVEN months since my installed system has been monitored! It was ME (not sunrun) who noticed, on 15 May 2022, that there has not been any on-line monitoring since 2 May 2022. Customer Service always provides platitudes, we are so sorry, but don't do anything. I call, email, chat, and am told we'll call you in 3 to 5 business days, most, if not all, to no avail, as no one calls. The latest was our failed meter was finally replaced on 10 November 2022 (6 months later), but still no monitoring! Short version, the outsourced installer assured me(phone calls/emails/chats) he did install a new meter and it is working, however, SUNRUN monitoring system hasn't deleted the old meter serial number. Finally a SUNRUN person called on 17 November saying they were fixing the serials nrs; she also stated that she would call me by 28 November to make sure it was working. Guess what happened no phone call since then and it still doesn't work, although I've called, emailed, chatted to no avail. STAY FAR AWAY FROM CONSIDERING GETTING SUNRUN SOLAR AS THERE IS ZERO CUSTOMER SUPPORT AFTER INSTALL!!!!

When it's down, its a looooong time before repairs

Solar is a great idea, and it's something that should be looked into with the higher electric bills these days. But Sunrun isn't the company you should be looking at. Sunrun is too big now, swallowing up smaller companies left and right. They don't know who is what or where. I can't tell you who to look at, as Sunrun's snake oil charmed me into getting their service, but after having their service, I can tell you, when they work, it's pretty good. When it doesn't work, you're screwed!! 6 months downtime in 2021 and again, almost half a year in 2022 I've been without solar. I included a graph showing the downtime. It's amazing, a company can have such horrible service, horribly trained employees and still be in business. They state my solar should be repaired on 12/13/22. I'll try to update.

Sunrun sucks

2 Things happened this year. One is that we had a leak under our solar panels, and the other was that our inverter for the panels wasn't functioning properly. Sunrun couldn't handle our having 2 problems, let alone tackle one. My husband called Sunrun 12 times over a few months period with promises that Sunrun would get back to us. Finally, Sunrun sent out a team to remove the panels so we could fix the leak. The team came out and said they couldn't remove the panels because they didn't have the correct tools because our panels were "so old" (we've had our panels for 8 years) that they stopped making those tools anymore. Two months later, a team came out to take the panels off- which was great. Except, to this day (December / 9 months) no one has showed up to fix the inverter, despite several no-show appointments. Without the inverter functioning, we aren't getting any solar power. Instead we are having to get power from the regular grid, which will end up costing us around $2000, which normally would be $0 if Sunrun had come and sent someone to fix it. And our panels aren't put back either after we had the leak fixed. My husband has talked to so many people and has called and emailed so many times (about 50 attempts overall) - Sunrun has shown itself to be completely incompetent and unreliable.

RUN AWAY From This Fraudulent Company

How this POS company remains in business is beyond my comprehension. My system was installed in June'21 and it is has functioned properly only 4 months in this time and THAT stretch ended 4 months ago. I have looked over my calendar since the install, they have been out to my house [literally] 20+ times and still cannot get it to work properly. But this in only half of it, when approaching me in the sales pitch I was guaranteed 100% offset, but after 6 months of gross underperformance, they come back and tell me "oops! we can only guarantee 80% offset", so this was this first time for material breach of contract. But wait, it gets better bc I referred these crooks to my girlfriend, who had the installation the day after the crew left my home, her system had the SAME GROSS UNDERPERFORMANCE ISSUES as mine. we renegotiate our contracts and get great rates and are informed they are to stay with the house even when we sell our homes. fortunately, her system works and her house is under contract for sale to close shortly. in the contract transfer with POS company, they are now attempting to renege on their promise to transfer lowered solar rates that we used as an extra to sell the house. so great f'ing job... this company will do every thing it can to screw the consumer... stay the f away at all costs! btw the, NOTHING is made by this company! they are an assembler of various makers' products, so when their techs are in your home, they are calling the manufactures of the inverters and batteries to be guided thru the repair as if they are can the iPhone help line at Apple... these crooks should he sued into oblivion!!!

Amazing Company to Work With

Had nothing but a great experience from the sales process to installation. They were professional and gave me updates throughout the process. I’ve had many neighbors go with Sunrun as well and they’re actually the ones that referred me. Nothing but great things to say!

5 months later and still not 'live'

We signed in July and equipment was installed in September. Three months later it's crickets. They have not had the city out here for the inspection and we haven't switched over yet. There is NO COMMUNICATION from any PM's or managers. I basically have panels on my roof for decoration. I do not recommend Sunrun. Please do your research.

No panels, no response, no customer service

This company is terrible. 9 months later I still have no solar panels. I finally cancelled and now they are trying to charge me $1,000 for a new electrical panel I did not need on my 3-yr -old house. Next they are going to send me to collections. The "Project Manager" contacted me one time and then disappeared. After several months of no responses from the project manager, I reached out to my sales rep, who was helpful, and eventually assigned a new project manager. Same thing- No solar. There is no management to talk to about lack of service or response, and no customer service person who can change anything. Do not choose this company; once they suck you in, you are stuck.

Resale

I am told by SunRun it is my responsibility to "sell" the solar panels to a new potential home buyer and my house needs to be on the market for me to speak to their "transfer specialist" for any help! Another SunRun answer is "breach of contract" if new potential buyer doesn't accept! Poor customer service, very intimidating and not customer friendly

Another victim

I had similar experience with sales; what I was PROMISED and what I actually received. I was told I'd save money and have NO electric bill with added panels. The price doubled, and the panels came with interest. I was NOT given the price I was promised, and the interest rate goes up during the loan. I'm hoping they give me what they promised. If not, they can take back these panels. This is a downed economy, and I am not earning what I used to. NO ONE cares about the customer, rather they just want to make a buck.

Untruthful

If negative stars were available that is what I would give them. Thinking that I was receiving the service that Costco is known to provide is why I moved forward with them. They have been a nightmare to deal with. It’s been over a year since this project started and they still can’t seem to get the system to operate correctly. They’re project managers don’t fulfill the plans that are put together for solar system. Run don’t walk away from SunRun.

Confusion, dismissal, silence

If I could go back and start this project over again, I would not choose Sunrun. There were red flags right up front that I missed, so shame on me. Issues I had: #1 was that I was contacted and discussed installation with 3 separate people in fairly rapid succession, without much explanation (the first guy just disappeared, no idea what became of him), and then a 4th guy became involved (who would be, I later found out, our project "manager," a massive overstatement of what he did.) #2 was that the roof work was done by a sub, and that sub knew nothing about the project, or the area and was given a contact by Sunrun that didn't match what has been discussed (i.e. we wanted to keep our tile roof, the sub was planning on removing that completely and replacing with composite.) Sunrun's reps sent me *pictures* of what the final install would look like, which maybe saved me. Luckily I asked those questions, at least... #3 was scheduling... of which there was none. It was just silence, then, boom, we're ready to start next week, we'll be there on Tuesday. #4 was an inability, even after many repetitions, for either Sunrun or the sub to speak to our GC (the house is being renovated), or keep her name, my name, ou my father-in-law's names straight (as in, I once got an email with my GC's first name and my father-in-law's last name, but emailed to me... WTF?) #5 is that when things went wrong with the roofer, Sunrun was *nowhere* to be found. Like, silence. Their roofer repeatedly dismissed concerns and questions, even as we failed several inspections and then had a (minor, admittedly) roof leak. #6 is that far into the process, when I noticed that batteries were not being included, I was told (and so far, this has not changed) that the project cannot be altered. This is, granted, partially my fault. I accept that. But I am a novice at this, and the 3x sales team members and the project non-manager made this so much harder (I'm still not sure what happened, in part because I had to sign the same paperwork twice because of some SignNow/Docusign issue, and I'm still not sure if the mistake was introduced there, or when I was bounced from one salesperson to the next, to that next, or what...) #7 is that I just got a demand for payment from their collections department, and we have not passed inspection, dealt with all the issues RE: the roof to my GC's satisfaction, or closed (despite repeated asks by me) on the issue of having the batteries added. (I mean, I'm asking to PAY them to install 2 or even 3 Powerwalls... this should be an easy "Yes" but we're into that specifically by a bout 5 weeks and I don't have even a definitive "No" yet.) My overall take is that the panels will probably all work fine, the system was installed as quoted (well, as one of the quotes; not the one we finally settled on verbally, but the one that I ended up signing for in the shuffle), etc. But the installation process... a circus, with no one in charge, close to zero communication, minimal responsiveness. I have *zero* faith that if something does go wrong, Sunrun will do anything about it in a timely fashion (I dread the day in a year or three when the roof starts leaking...) Even if the panels themselves, the "core product", might end up working great, my overall experience was such that I would actively recommend *against* using Sunrun.