Sunrun Inc.

Poor

Inverter failed on 8/22/2022. Sunny Boy, manufacture of my system, went out of business. On 8/24/2022 representative stated that the part had to be engineered - it would take two to three weeks. It is now three months - no inverter, no time as to when it will be available. Currently Sunrun wants the monthly payment (426.09) even though the system is not working. Previously the panels had to be replaced as did the battery. No back up system - "we are working on it". According to Sunrun the system can be purchased for $54,418.05. I have contacted customer care and talked to billing a number of times - Sunrun has demonstrated the company has no desire to fix the current problem - "

Amazing experience with ron

Ron showed up at my doorstep a few years ago and mentioned a solar program with no upfront costs that sounded too good to be true at first. It actually ended up being better than I expected because I am saving way more and the system when he showed me was producing 130% of what we contracted for. I Definitely feel like ron set the right expectations and always kept it touch, thank you Ron Donnelly for everything!

worst customer service ever

worst customer service ever, hard to get someone to speak english, having to fight them to get them to do what they promised, this last time ive been waiting 3 weeks just for them to come and fix the problem and their answer is that the person who makes the appointments is out of the office and it seems like no one else can do her job pretty sad for such a large company, ive already hired an attorney to see if we can get these panels off my roof and be done with sun run once and for all..... buyer beware

Panels havent worked in 3 months

This company has the worse customer service of all time. My system worked fine for 6 years, and once they came out an did this 3G upgrade, my system hasnt worked for over 3 months. I have tried contacting CUSTOMER SERVICE numerous times, and I continue to get the run around. I get left on hold, then disconnected, or forced to leave voicemails (Jennifer/Taylor/Katherine) to people who never call back. I need this contract terminated so I can take my business elsewhere.

Good company to work with. My sales rep Daniel was very patient in answering all of my questions and concerns, He worked extremely hard to answer our questions. Much beyond our expectation. The surveyor was professional and courteous. The installation team did the installation professionally and in a timely manner.

A masterclass in incompetence

Working with Sunrun has been an absolute disaster. It's the most disorganized project I've ever seen, and I regret having chosen to work with them. My project consisted of adding more panels to an existing solar installation. The old system was not to be touched. The new system would operate independently of the old one. In Aug Sunrun sub-contracted out the installation of another company, Bright Planet. Bright Planet installed the panels in Aug, along with a new subpanel that they did not bother to put fuses/breakers in. No fewer than 4 teams have come to my residence, seen that the new panel was missing breakers, acknowledged that they couldn't do anything until that was fixed, and then left without ever hearing another word from them or Sunrun. Weeks ago I opened a "case" and was assigned a case manager. I was told to expect a call. No call ever came, so I called back yesterday and was told my case manager was in a meeting but to expect a call back. No call ever came. I called back today and was finally put in touch with the case manager, only to be told that this is the first she's heard of my issues, and she would look into things. She would call me back by noon her time, a las, I have not received a follow up call. Also, two weeks ago I received a call from scheduling and was told I was scheduled for my final inspection with the city. After I told the scheduler that the project wasn't finished they said they needed to hold off then. Fast forward to yesterday, I get another call from the same scheduler, and was told "I know your project isn't complete, but we are going to schedule your final inspection for tomorrow". I reiterated that the project isn't even fully installed and she just said that was fine, and the final inspection would be today. Today, when the tech showed up, he said that he would have to cancel the inspection because, wait for it, the installation isn't finished! I would highly recommend looking elsewhere if you're looking for Solar. The amount of time and money I've lost as a result of disabling my entire system since Aug is growing every day, and I'm really hoping that they make good on their promise to reimburse me for the solar generation that I'm loosing by having a bricked system.

Don't fall for there BS

Ok, I did fall for the no cost install and decreased energy cost. All is well the install is scheduled. The installers come out and now the fun begins. The guys drill multiple holes in my roof in order to find the rafters. This happens multiple times while they are trying to mount the rails for the panels. How soon is it going to be before my roof starts to leak? They are not careful walking on the roof, dragging their feet. Now they start unloading the panels and find one that has been damage "by the fork lift driver". All but the one panel is installed, the inverter is installed, the wiring is connected and they pack up leave. Wire ties, and other packaging material is left all over the place. (Oh this crew is not from Sunrun, but from Bright Planet Solar). Two weeks and another crew stops buy, unannounced and replaces the damaged panel. They leave with two short sections of electrical conduit in the middle of my front lawn for me to mow over or threw away. The building department inspection is scheduled and passed, but the Bright Planet Solar representative shows me that there is no production from the Solar Panels to inverter. He states he will create a service ticket and they will get it repaired. This is at the end of October. November 2 and PG&E approves the system for production. I contact Sunrun multiple times and get pointed to different people with out of the country, out of office or here is somebody else to contact. Finally Sunrun passes me back to Bright Planet and we have a schedule for November 23rd. WTF, the customer has to make multiple calls to even get a technician out to fix a poor installation? It takes a month to schedule a repair call? No one from either company shows any responsibility or ownership. I think they are trying to the award for worst customer service in the world.

Solar panels never met our electrical needs.

We used went with Sunrun through Costco and had our panels installed in June 2020. We were told during our consultation that the number of panels needed would meet the electrical usage of our home and would only have a solar bill and a minimal electrical bill. However, our solar production has never met the needs of our electrical usage. We pay just as much with our Sunrun bill and our electrical bill as we did before with just our electrical bill. I have complained to Sunrun since August of 2020, and they have checked our solar panels which are working efficiently and that is not the problem. The problem is we do not have enough panels to meet the needs of our home. Now, Sunrun's representative said we use more energy than the system's ability, they can not reconfigure our solar needs, and that suggested that we get an additional system. This is ridiculous! The system was configured wrong in the first place and apparently that is our fault. I want the panels removed and the lease nullified however that would require an attorney on our part. This is a racket and I wish we had never used Sunrun in the first place.

Our Sunrun representative was concise and through when he explained the solar system and how it would work. The system was installed within a few weeks of our initial consultation. We have not yet had a full month of solar, so fingers crossed that our energy cost expectations are met. I would recommend Sunrun to others. Please note: I do not know the brand of solar panel, so I just selected the first one.

Great Experience

Over the years, we have had couple of solar companies talk to us about solar but it never kick off. When Mr. Solid approached us about solar, I thought it would be one of those previous experiences. Mr. Solid did his presentation and thoroughly explained the process step by step and the incentives that comes with having a solar panel. From the beginning to the end, Mr. Solid was there to provide guidance in every way, he was a phone call or a text message away, his customer service skills were exceptional. Mr. Solid along with a representative name Linda guided us through out the entire process, we received constant updates as the process progressed. During the presentation, Mr. Solid told us of all the different incentives that comes with getting Solar. We received our check from Maryland State and also we received monthly checks we get from selling the excess solar. Overall, our experience with Sunrun was a great experience and Mr. Solid was exceptional.

Over Promise and Complete Undeliever

I purchased a complete 5.67KW system back in Feb 2020. After a year of having my system, I took advantage of the $1000 refer-a-friend program and recommend Sunrun to my father-in-law. He got a complete system installed about a year ago. He used my name and info in the refer a friend and the sales rep said that I would receive a $1000 gift card. They had my name, number, and address. It is now a year later and I have not received anything from Sunrun as they promised. My father-in-law and I have reached out to Sunrun many times with no response. We have escalated this with customer service managers with no reply. We have spoken to reps at Costco who have escalated this to their managers and again no reply. It feels like the customer is not valued at all by this company once you purchase from them. I finally gave up as it was apparent that Sunrun was not going to follow through on its promise of the refer-a-friend program. If anyone from Sunrun actually monitors these reviews, it sure would be nice to have what was promised to me. ~Adam

Great install

Brittany was great. Met me virtually , we discussed every and she is accessible by text and email. The installer were on time and came at a time that worked for me. They were very nice boys who knew what they were going and have great advise. Brittney Santos 774-766-9057

Horrible customer service

We recently had an addition to our PV installation. Part of the installation was to include painting of the external conduit. The painting was never accomplished. I contacted Sunrun customer service on 10/28/22 and was told to submit an on-line claim and that I would hear from a damage resolution team in two business days. The email for the on-line claim states that a response would be received in two days. I should have had a response on 11/1/2022 - no response. I called on 11/2/2022 and was promised a call that day from a manager - no call. I called again on 11/4/2022 and was again promised a call - no call. I called the local office at 808-626-5124 and was rather rudely transferred to the customer service line. I was then told that I was incorrect in expecting a call in two days and that the response would have come in five to seven days after filing the claim. Still no calls as of 11/8/2022. Several attempts to contact Sunrun on 11/8/2022 have resulted in the agents dropping the calls as soon as they answer. Horrible customer service! The agents are extremely nice, ask for details, promise to help and its all empty - empty promises and no follow through. If you're looking for PV, look elsewhere!

I had Sunrun install solar and less than a year in a part broke and was not replaced for 2 months, so lost all the benefit of the solar for August and September. I called after the repair to see about a credit and was told that it would be assessed two years after owning the product. I’m sure this is in the fine print somewhere, but they certainly fall short with guaranteeing their product with a policy like this in place.

Good if you don't need services

We installed panels under a lease with sunrun in 2018. Everything was great for a while. In June 2022 we had a hail storm which required us to replace the roof. Sunrun was informed and they scheduled our removal 6 weeks out. They told us that they would reinstall the following week. The panels were removed and the roof was replaced. The following week, I called and they told me that I needed to make an appointment, and the earliest appointment they had was in early September. In early September I called them and was told that they had to reschedule for 10/3. When the date got close, we were informed that they had lost a crew and had to reschedule for November 8. I just got a call on Friday (11/4) saying they had to reschedule again because they lost a crew. All the while, we've been paying the lease on these panels that are on the ground and not connected. We were told they would stop the lease payments but they haven't. Last time I called, they said they assigned a "case manager" that would call us. He's supposed to call next week. We'll see what happens....

Billing

I don't recommend this company!!! I had to call several times a month for 9 months because I wasn't receiving a bill due to a system error and 9 months later it's finally fixed and now I finally received an outrageous bill. I've been deactivated because I haven't paid my full balance!!! This company never once reached out to me!

Beware

I have had such a horrible experience with Sunrun. The sad part is that while having services with them, I had no complains. Let me explain, we sold our house December 2021 in Victorville Ca. By the way, I selected the Barstow office because I was unsure of what office actually handles my case. Anyway, while going through escrow, we reminded them that we had two separate systems in our house under different names. BOTH forms were signed and turned in, in a timely manner signed by both the sellers (us) and buyer. We got the green light from Sunrun and Escrow closed December 2021. Fast forward to April 2022, I realized I am still being charged a monthly payment for the system under my name. I reach out and they opened an escalated case and I get in contact with 1 of the many service coordinators we had during escrow. She informs me that my system was never transfered to the buyer and that they have been trying to get a hold of the buyer without any luck. He refuses to answer any phone calls, emails ect. I explained that it really wasnt my problem, I turned in all the paperwork required in a timely manner and it was their fault for overlooking to transfer both systems to the buyer and I would appreciate a refund for the over charges. It's November 2022, after many many emails and phone calls and voicemails trying to reach the service coordinator, no success and when she does reply she gives me the same update. She tells me they can't get a hold of the buyer, she tells me his credit was bad (we knew that, thats why he had to get a waver while going through escrow, it got approved so they transfered 1 system but they should have transfered both). Round and round we go, I can never speak to her supervisor. On October 14th 2022 I had the collections department reach out to me... to ME. Really? So it's their negligence but somehow I'm still responsible for the system (which the service coordinator sent me an email October 14th as well to remind me I am still responsible for the system). Don't bother with this company, seriously!!! They make it IMPOSSIBLE to get a hold of anyone other than that one person which helps you with nothing. I think what happened is the service coordinator knows they mest up and refuses to take the fault thinking I'm ignorant and thinking they are going to pin this on me. I have started to dig up documents, verifying dates and looking up all of the emails in which I reminded them numerous times of both systems. Please save your emails, documents ect because they will try to pull something like this on you. This company has brought me nothing but stress and it's taking a toll on my mental and physical health. Borderline harrasment. Save yourselves the grief!!!

Wonderful

I've had nothing but good experiences with Sunrun. The entire process was great

very unhappy

I was promised a referral reward for my son and a half of 1 for me for some inconvenience in the beginning , it has been 2 months going on 3 now . I contacted them a few times and they assigned a customer care specialists for my case , in. which i supplied him with all the necessary information including the sales rep phone number , in the beginning they told me they were working on my case and resolve it asap. . now every time I call lately I get no response and I have left numerous voicemails . but still no response. I am very very upset.

NEVER use this company!

After a year and a lien on my house nothing has been done. Numerous times reaching out to people who were sooo nice when they wanted by business and now Nothing. Never use this company, horrible. If I could give zero stars I would...

RUN!!!!!

I'm really disappointed with the service. They tell you everything you want to hear. But right after you sign they dissappear. I started the process in July, we are almost in November and still no service. My solar payment is in a few days and I'm still paying my electric bill. I really wish I would of done my research before going with them. I really wish if your reading this don't use them. I don't want other people going through the same issues as me and everyone else on here. I'm not sure but I believe they have other solar companies to install the solar panels. That's why they don't care what happens after you sign. But everything they said they did the total opposite. He promised service up and running in 6 weeks. I should have 25 panels. They only installed 24 and said the generate more power. I this point I don't believe anything they say. I system has failed the inspection before and waiting on the new one. I have to keep following up to try to speed up the process, and Sunrun is nowhere to be found. I'm so disappointed I will be posting reviews in every area possible. Thanks for reading RUN!!!!

Don't go green with Sun Run!

My husband and I made the decision to install solar with this business through Costco over a year ago. Here in California, it is not uncommon to lose power frequently and going solar with a Tesla battery back up installed would give us peace of mind. About six months after it was installed we lost power, so it was time to see how the product worked. Well, it didn't. Half of it did, but the other half (the most important things like fridge and freezers) were not backed up. We called Sun Run and they could see on their end that indeed, our home was only receiving half back up. They sent people out to look at our project, determined what needed to be done, and said they would be in contact regarding when they would be out to fix the problem. That was over six months ago!! They have scheduled us FOUR times, and either cancelled or not shown up. My husband and I have made arrangements to be home for nothing but no shows and cancellations. Meanwhile, we have lost power twice just this week and the service that we are paying for is failing over and over again. After sharing that with them, they make no efforts to put us in the front of the line to make this right since it has been a YEAR since installation and SIX MONTHS of fighting to get it fixed. If I could give negative stars, I would. Find another company who will provide you with the service you pay for!

Sunrun may be the biggest however it's for sure the worst!

Sunrun has on several occasions made appointments and then does not show up. I have been trying to work with them for approximately six months. Costco is also making an effort to help. They eventually installed a sub panel in the garage and when they turned on the electricity back on there was a surge that blew out my air conditioner some lights and a coffee maker. Months later I was notified by another team the installation was in the wrong place. They have not installed the solar panels or the backup battery. They have gone missing in action and I'm in an attempt to cancel the agreement however they do not return the phone call. They stole from my bank account a months payment $168.( Good Leap )I have absolutely nothing but aggravation to show for it.

Angry in Phoenix

I have been trying to get someone to help me on reinstalling the solar panel system on my new house in Surprise. It has been removed from my old house because we moved into a new house. Your customer service department has been no help and doesn’t return phone calls or respond to emails. I have been trying to get help on reinstalling the system for 3 months now. Please tell me who can help to get my solar panels installed and the system running. I am willing to pay the extra cost.

do yourself a favor, do not get solar panels with Sunrun.

I been waiting for my inverter to be replace more three months and they just keep telling me to wait. That they will take about 6 months to fix the issue. It is frustrating because everyone that I contact keep asking me to wait but three months has passed, and I do not see any progress.