Sunrun Inc.

Most unethical company of all time. 0 stars!!!!!!!!!!

Sunrun came to my home to add additional solar panels to my existing system. I was told this would offset my True-up bill from Edison. Not only did the installation take MONTHS But I was NEVER notified by Sunrun nor SCE that adding panels is the same as starting a whole new system. Which moved me from an NEM1 to an NEM2 ( time of use rates). Not only did my electric bills INCREASE due to change in NEM status SUNRUN claims ZERO respoinsibility!!!!!!!!! When the sales pitch is to ADD panels not completely start a new account with SCE which will completely change your billing cycles and change your NEM status the consumer should be notified!!!!!!! SUNRUN associates are absolutely useless. I was told I would have a resolution in 7-10 business days. 4 weeks later I had to chase down the representative who had ABSOLUTELY NO RESOLUTION. SUNRUN blames SCE. SCE blames SUNRUN and im stuck with increased energy bills because how could I have possibly known ADDING to a system would completely open a SEPERATE SCE account when I already had an established SCE account with the panels already on my roof!!!!!!!!!!!! This company is a complete joke and they are professional scam artists. Please save yourself the frustration and use a reputable company!!!!!!! Should have known better when they have to send people on foot to your home to scam you for your business. I sincerely hope a class action lawsuit is brought up. These companies should not be allowed to misguide consumers for their own greed. They need to be HELD ACCOUNTABLE for their grotesque business practices. The CEO of this company should be ashamed to show there face or share their title

Worse Customer Service EVER

I understand jumping thru hoops to get something accomplished, in this case changing the ownership of the panels into my name after purchasing the house. What I don't understand is how a major company could be so utterly incapable of getting this process done. I have moved beyond anger and frustration, now it is just a big joke. 1. Emailed them my deed 4x. They couldn't open the attachment then they couldn't "see" it in the body of the email. Then they thought it was changing from my name to the old owner. Everything is done by email. They route all calls to India where you will get zero help. India is really just a place for your call to go so someone can "understand that you are very frustrated". That's it. 2. Kept getting an email to me addressed to the old owner to sign a document that was going to the old owners email. Old owner is not doing anything. So I have to pretend to be the old owner and get them to send the document to my email. this took about 10 phone calls to figure out not joke. 3. The document to sign had the old owner's name for both the previous and future owner. I told them this and they still kept sending me the document this way anyway. 4. They finally changed the name so it was my name but again in both the previous and future owner spot. Unbelievable. 5. That is where we stand now. I own the panels outright but when Sunrun calls I have to pretend I am the old owner because they are completely incompetent. Not once, not twice, not three times but over and over and over. I would spend more money to not have them as my solar company. 6. Also, apparently they can't keep around techs to work in the local office due to bad management (heard this from the techs themselves) so the techs in the next county over have to come out which is miles away. Those guys are cool though and helpful.

STAY AWAY HORRIBLE EXPERIENCE

MY SOLAR WAS INSTALED....SUNRUN TOOK MY TAX CREDIT......I HAVE NEVER RECEIVED A REDUCTION IN MY BILL......IT'S BEEN 9 MONTHS

They are great at Sales, but terrible at Service

For them to make a sale, their salesman will meet you asap. However, after they installed my panels, the installers made numerous holes in my roof that caused it to leak in my bedrooms, and dining room. It has been over three months and so far no one has called to resolve this. They keep on passing the buck to different departments. The only department that called me is the billing department because I refuse to pay until this is resolved. So while everything is working, it is great, but when things go wrong, they are the worst!

NADA NADA NADA

Hello. My LEASED Sunrun system has not produced since June3. My APS bill has exploded. It seems that all of your ‘processes’ are designed to avoid resolution (may I interpret that as incurring an expense?) 1. NO notice of any kind of System Failure recorded on June 3. (Recorded on the account energy system tab) 2. Obviously NO active surveillance of system not meeting performance specifications 3. Humongous APS bill alerts customer to SYSTEM FAILURE issue 4. Chats with Customer Care (ahh, not exactly a ‘caring’ relationship) result in tasking customer to do things 5. ‘Power Cycle’ does not resolve. 6. Next chat says, oh too bad, will push it up to case manager, ‘that is the process we follow’ 7. Well, where was case manager on June 3? 8. Well, where as case manager on July 11th? After case forwarded again to ‘case manager’ 9. Referred again today? Should I hold my breath? Will you resolve this problem? Even if you have to send a technician all the way to Florence AZ

Serious misrepresentation

I’ve had Sun Run since 2018. When I first signed on I was promised that 27 panels would provide 100% of my energy needs. When I paid the electric company in excess of $700 last year I started paying attention. I checked their statements for the past years and I noted for the past 2 years the system only generated 80% of the promised KWHs. The explanation from Sun Run was that they only guarantee 90% of the promised KWHs and pay a token amount for the balance. I think I got a check for $70 for one year and $40 for the other. When I complained, the representative told me this process is clearly spelled out in the contract. I feel Sun Run should have explained all this before I signed the contract. So buyer beware and read (and understand) the contract before signing. Aside from all these issues, installing solar panels was a very good decision.

Thank you Thiago and Sunrun!!

Thiago has stopped by my house for 3 years and finally convinced me to do Solar last year. I was very hesitant at first, but after seeing how many people he had installed in the area and his persistence, we finally decided to move forward. Sunrun did a fantastic job, and Thiago even helped me get my new roof installed with sunrun, saving me a ton of money. My Eversource bills are now $0 and I’m saving $50 a month at least on power costs. I have since referred a few friends over as well. Keep doing great work Thiago! Thank you Sunrun!

Glad did not go with SunRun

Got a sales pitch via Costco. The pricing was 20% more expensive than local installers with sub-par products used. The sales rep disappeared and stopped responding. I had to call their sales office and get a new sales rep assigned. That guy was another story, was rude, didn't have solid answers. I asked him why does the company have such bad reviews, he said "I dont know what site you are looking at but the reality is that we install 700,000 homes and we are likely to run into issues." and further adding "I cant speak where they get their information. Do you still want to move forward or should we cancel everything?" as if it were my loss to give up on a 20% more cost solar installation with sub-par equipment.

Worst company ever!!

Starting with the sales guy Michael Lopez claiming the promotion of Home Depot paying our first year for us was completely false. Once our bill came and we called about the promotion, they claimed he never put it on our contract and he no longer answers our phone calls or emails because it was clearly all a lie to make us sign the contract. I also referred my daughter and she signed the contract the same day I did and was told everything was going good until our solar panels were installed and she called to see what was going on with hers and was told Michael Lopez cancelled the process without reaching out to her. About three weeks ago our electricity went out and came back up except for the whole second floor, dining area, and were our ac was connected, once I called customer service they scheduled for someone to come out a whole week later not caring I have little ones in the house with no ac and no electricity in there rooms in a city that has been at 100 degrees. The day came that someone was suppose to come out and no one showed up or even contacted me to say no one was going to come. Once I called customer service again they couldn't give me an explanation why no one came and just said that she will email Jaime Franco which is in charge of this area to contact me. Which never happened all he did was email me to let me know he has rescheduled someone to come out a whole week later. Knowing we have been with no electricity in most of the house for almost three weeks and still not making it an emergency for someone to come out is very unacceptable and very unprofessional. I would never recommend this company to anyone ever again for how they treat there customers and have there sales workers lying and then disappearing.

MY Service is dead for the 4 Months!!!!

My system is not working since March, I called customer service many many times. Sent email s to different groups, they don't do anything, except assign the case to someone. Really frustrated, please do not sign any contract with them. If I could I will give them negative 10 *.

System broken and lack of customer services

Hi Mary I'm currently waiting for my system to be repaired again! And once again your company has failed to perform. I have been in the customer services for over 40 years. Sunrun has by far the worst customer service I have ever dealt with. I'm waiting patiently for a return call/email from Case Manager Riley Beck on the status of my system repair. She has not followed up with updates as promised. Please review my customer history and you will see a pattern of my system not producing to it's full capacity. I assume I will be reimbursed monies due to the under performance of my system? My current case; #07994262, is too "ONCE AGAIN" replace one of my inverters. This is the second one to be replaced. And Sunrun recently had to replace all 30 of my solar panels because of the failure to preform. There has been 3 technicians this time looking at my system and each time someone tells me a different story off what's going on. This situation happens every time my systems fails. The technicians show up with no information on the past visit(s) and each time I speak to a Sunrun customer representative they always state "Sunrun understands your frustration"? If Sunrun really understood my frustration my system would be currently working 100%. As the CEO of Sunrun I would appreciate your attention to this matter. No one else seems to be doing their job! Thank you, Doug Elliott El Cajon Fire Department Captain (Retired

No communication and no service

My inverter went out in January/February 2022. They finally came with a new inverter on May 31st. The new inverter had a bad card in it. They told me they would be back in 7 to 10 days. It is now July 5th and no call, no answers to my calls, no status - no nothing!!! My last electric bill was almost $500. I am completely frustrated and upset. Even the CEO doesn't answer her email.

Too bad I did not cancel

I started this process in Sept of 2021, that’s when we signed the contract. Months went by with no follow up, not until I called to see if I could cancel. They talked me into giving them another chance, I spoke to one of the managers. Everything started rolling….. I had a roof installed through Sunrun too, the roof was finally installed in March 2022…. Yes, 6 months later….. then in April 2022 the panels and battery were finally installed. You would think that all would be well…. Nope. Since they (Sunrun) changed the panels without notifying anyone, AND didn’t change it on the plans to resubmit, now my county has to re inspect. Yep, still waiting….. so my panels generate during the day from about 8:30am-5ish pm…. But between 5ish pm and 8:30 am I also pay an electric bill. Sure they said they would credit me for the cost of my panels for last month. But the whole reason for getting solar is because of the cost of electricity. My monthly bill during the summer is roughly $500 per month (I live in the desert and have a pool). My monthly for solar would be half that….. so here we are 10 months later and I can’t even use the system to its full capacity. I wish I would have went with another provider. Sad thing is the only reason we went with them to begin with is because they were backed by Costco, (where we first talked to them).

Over a year since contract, system still not activated.

Decided to go solar as had been waiting for Tesla Roof to no avail. Saw SunRun integrated their system with Tesla Powerwall so decided to go this route. Signed contracts, including paying a discounted price for roof reshingling July 2021. They had roof and solar panels and electrical all installed by end of October. Then not able to get info ie a response on getting it activated. Occasionally I would get some boilerplate text message or email like “Hi! We’re working on getting your system started but are waiting to hear back from the town” etc. We’ve had a few projects done over the years and town building dept always comes out for an inspection within 48 hours of request. I called my town office and confirmed the problem was not on their end. The SunRun rep, not knowing I had done this, when I suggested I could call the town to see if it would help said “yes, maybe will work better if I call etc”. Was basically lying to me. Subsequently went through 4 different SunRun contact people assigned to me over the ensuing months. An inspection would be done finally and then they would need to come out to install something else that wasn’t done. Three times (Bullard outside, inside garage, and heat detector in garage). Now the inspections are done (I think) but the system is still not active on the grid. I remember getting CC emails from Eversource to SunRun asking about some Interconnect application that was outstanding (months ago). When I asked my agent he kept saying “don’t worry, not for you, it’s all set, etc.” Well now here we are. Despite all of this my first bill finally arrived throughout this whole ordeal. I have been out of the country and just returned to see it. One thing they are not tardy about— starting up collections calls precisely on day 28…

PPA PREPAID LEASE BE WARY

System stopped working and they tried to cover it up . Going into the third month and it is generating zero power . Meanwhile my electric bill has gone from under $200 to over $600 a month .

Horrible service

Make me sign a contract and told me it wasn’t binding!! Why force me to sign!! Then I see tesla is way better!!! I’m stuck

My Sunrun system stopped working 3 months ago - NADA

Receive an e-mail from Sunrun telling me that they need to make an appt for maintenance. I speak with the Tech that is working on the system and he tells me that he will be working on it for a while as he is trying to figure out what's wrong. He leaves a note saying that the appt is incomplete and that another appt will be necessary. I go online and check my Sunrun account and find out that there has been nothing generated from the panels since April. STOPPED WORKING TWO MONTHS AGO AND NO ONE REACHED OUT TO,ME. I call their customer support and a rep assures me that they will compensate me next February for power not generated. I am furious and ask for the contact info of someone that can help and he tells me that he will submit a ticket and someone will respond in 5 BUSINESS DAYS . And there is more ......

Going solar was one of the best decisions we have made!!

Thiago Barros stopped by my house 4 years ago and set us up for solar, we saw a lot of neighbors getting solar and thought it made sense to save money. Our usage is very high and we have ended up saving over $1,000 annually. I want to thank Thiago for always being available and answering any questions. Recently I had trouble setting up my billing on the sunrun app and Thiago stopped by to help me out. 10/10

this company is getting worse

This is sad. I used to love this company. The first system they installed was in 2013 and it was nice work and a smooth process. Never had a problem. Because of a new electric car and finally getting AC we we added a second system a few months ago. This time with battery backup. At least that's what I thought. We just had the first power outage and it didn't work. The whole day without power, urgh! Also, they used screws without bothering to seal things up and now there is a leak in the ceiling. Never mind the ugly shiny silver brackets they used. When I complained they suggested I go up on the roof and paint them. I'm an older woman, I won't go up there. What finally ticked me off is that they just called to reschedule - again! - the technician that was supposed to come out for the leak.

Great experience

Ron showed up at my door about a year and a half ago and I was a little hesitant because I know nothing is for free. But I let them in to hear his pitch and it turns out there is a program that you can qualify for to get solar at no cost. Luckily this company was able to do upgrades to my home because I needed a roof in some electrical work done and they were able to do everything to get my Home to code and also save me money on my electricity without any out-of-pocket expense. I would highly recommend Ron and Son run because my overall experience has been exceptional.

Horrible!!!! Do not do business with Sunrun

The customer service is horrible. They claim that they monitor my system. It was down for four weeks before someone at Sunrun noticed. Then it took another month and a half for the technician to come out. They do not respond to emails. I asked for compensation for the time my system was down and no response, even after multiple emails. Sunrun sucks! DO NOT do business with them!!!!!!!

Worst ever don't believe sales people

Worst use of my money. seems the panels only work if the grid power is on. without grid power no solar power. Well i got them in case of power outage. was told yes they will give you power in the day and if you install a backup battery it will carry you the rest of the day. Well if panel only work when grid is on the during a power outage you get nothing except the little bit in the battery. nothing after or at night and since panels only work with grid power what is the point. Get tesla Sunrun is useless

Service

Ref: resetting a lose panel bolt After notifying Sunrun that a panel bolt needed reset, I received several phone calls from Sunrun about the issue, I was requested to take pictures not only once but thee times by different representatives from all over the country, someone finally showed up yesterday to tighten the bolt, after weeks of waiting, what a way to run a business

If I could give zero stars I would...

This is the worse company I have ever dealt with.... My elderly father signed the contract with Sun Run after someone knocked on his door and told him that he could get "free" solar installed on his house, and this was back in September of 2021, so almost a year ago... the solar installation is still not completed. I have been speaking with one of the representatives who contacts me every now and then when I reach out to them for updates and the last update I received was that they were still waiting to get an inspection done in order for the solar to be completed. As with anyone would be my father is very frustrated and so am I. I was told in the last text message from representative that we can not remove the panels and that my elderly father is still obligated for the financial obligations to SunRun for solar contract. I was told a superisor would call me and of course, I have not heard from that supervisor. So, basically, these people lie to you to to get you to sign a contract and then negate on the contract holding you hostage with the finanncial obligations. Its a disgusting business practice and are predators that focus on the elderly.

Really good+++++

Some time ago I finished my project, everything works fine. My only disappointment is that I wanted to have more panels installed on my roof, I know I have enough space to do it, but still the company could not offer me more than 19 panels in total, which is equivalent to 73% of my consumption. They were unable to give me 100%, that's my only complaint with the company. In the future I will have to update my project and add more panels to cover all my consumption...