Sunrun Inc.

Horrible Customer Service

I’m not one to write reviews, but this company is very unprofessional. My family and I are looking into getting solar panels installed for our house, and as most people are, they look around for a quote from other companies as well. After getting our quote first quote from Sunrun we decided to go with Sunrun. Fast forward a few days, we decided to cancel Sunrun and decided to go with a different company. We tried to be very polite and courteous about things, so we called the representative that came to our house to cancel Sunrun. The representative’s attitude was horrible as he didn’t seem as nice or as willing to help when we were talking to him prior. After being told we wanted to cancel with Sunrun, the representative hung up instantly without saying a single word being very disrespectful in my opinion to their customers. This was my experience with the representative, but that’s not all. What infuriates me the most is the fact that we schedule a site survey at a certain time. Not only did they no show up at that time, they showed up earlier. Sounds great right? Wrong!! We texted the guy who was supposed to do a site survey of our house that we are not available at that time. The guy came anyways without notice, jumped our gate and decided it was okay to invade our home?!?!?! Like what the f***?!?! Who gave you permission to do so. That is very unprofessional. What happens if our pets were to attack you?!?!?? There are many different scenarios that could’ve happened, but long story short that is an invasion of privacy that is completely NOT ACCEPTABLE!!!! Long story short, to those who are reading this, don’t get Sunrun. This company not only charges high, but their equipment is old and they take forever to do anything. My family did not end up going with Sunrun and I’m glad we didn’t.

Bait and Switch ... Read the Fine Print

Signed a contract for a system that produces 9kw power. After installation the AC output has NEVER exceeded 6.2 kW. Did some research and discovered the maximum output for the inverter is 6Kw. After multiple calls to SunRun I was told the signed contract is for 9kwdc, and they don't guarantee output. The panels are rated at 98% efficiency, which means if the correct had been installed, it would have produced at least 8kw AC output. I offered to pay for a higher rated inverter (despite it not being my mistake), and was told NO. Because that would entail getting new permits from the city, and the system hasn't been installed for over a year. So now I have a system that is inadequate and pulls from the grid whenever my air conditioner is running. I wasted $60K

Worst Solar Company Ever!

Don't bother with this company unless your job is cookie cutter and then it still isn't worth it. Sunrun approached me 2 years ago in 2020 and said I qualified for 2 free Tesla Powerwalls installed on my house. Applied and had a SGIP grant approved in July of 2021. Spent a year trying to find a location, had other companies give them a solution that works, and Sunrun cancelled my contract on me and said they couldn't find a spot to put them. I literally had a proven way to install them and they wouldn't do it because it was a little different from their cookie cutter installs. The company is also terrible with responses. You can go weeks without information and have to keep calling to get them to do their job. My solar advisor Jacob Lopez was the worst. It would take a month to get in contact with him and at one point I find out he is in Panama with limited service. Would have been nice to know that in an email or given me someone while he was out of the office. No bounce back emails or responses to text to let me know about the situation. All customer service will say is it has to go through your solar advisor who was worthless at helping me. I also had another project manger on my team that I never could get in touch with. After repeated calls to Sunrun and bounced back emails, I found out they assigned me to someone that doesn't even work for the company anymore. So unprofessional for a company to treat its customers like this. I will never recommend this company to anyone and they don't deserve anyone's business with the way they treat their customers.

This is why you should absolutely avoid VinScam!

So when I got my first set of panels I was totally impressed. How quick and honest they were. So when I got my second set of panels. I was like why so long? They said unfortunately we didn’t do these. So many lies to me. When I thought that it was as S.R. I was told since my tenants don’t have C.A. That theirs would be free! Lie number 1. And I was relieved that S.R. Was taking over for VinScam! However because I thought they wouldn’t stand for this. But unfortunately because I sold my Soul to the DEVIL. I’m screwed. And because in Ma. It was hotter than Arizona. My May bill was just 248% higher than SunRun! $78.59 versus $194.17. So now if you get the chance totally avoid this one. It doesn’t matter that SunRun has taken over. But because I got gouged. I got charged by my bank.$30 because of VinScam!

Lied to about Extra fee

Was told my bill would be xxx. No fees period..and if i signed up for auto pay would save 7.50... NOT charged 7.50 for not signing up for auto pay. So i was out right lied to about no fees and charged for not signing up for auto pay..Really pathetic to lie and find a way to add fees.. contacted customer service and just oh its for not signing up...just ignored the fact i was lied to. Im seriously thinking about a different solar company..

Tremendous

From the introduction with Allison the QUEEN of Solar sales in Staten Island to the engineer checking out my roof, to the delivery of the solar panels to the installation IT WAS TRULY AN EASY & EFFORTLESS an amazing experience !! I'm saving a ton of money & couldn't be happier.

Beware before going with Sunrun

March 10th 2022 I received a call from a tech saying he was at my home from Sunrun and was scheduled to check are system becues it wasn’t working.. I said I hadn’t been informed our system had any issues or that anyone was coming out. I let him do what he was there for and he called me back and said our inverter was out and would have to order a new one and this would take up to three weeks. He also stated that our system wasn’t working until fixed. 04/15/22- I called to see what is happening with our system and was given a case #07080562 and was told the case manager would call me in 3 to 5 days to inform me of what will be taking place to fix our system. I haven’t heard back from any one from Sunrun or a case manger. I called Sunrun number 385-484-5013 on 05/04/22 and spoke to someone that scheduled a tech to come out to install a new inverter on 05/05/22 between 8am and 11pm. I asked who I could talk to about what all I going on with our system. Was told I would have the case manger contact me. I haven’t heard back from any one from Sunrun or a case manger. 9am I received a call from a Sunrun # and a man by the name of Jordon said that the tech wouldn’t be coming that they didn’t have the inverter they need for my system in the wear house. He said the case manger is aware of this and I could call him or email him. Jordon was of no help, never contacted me. when i asked for his bosses contact information refused. Why isn't anyone from Sunrun contacting me?? I’m still paying Sunrun for a system that isn't working for three months. my true up was $600 for the whole year in 2021 as of now its over $1,200 due to my system not working I'm sure!! this isn't what I'm paying for!! I'm truly unhappy with Sunrun and have been since I got it!! a month later the new inverter was installed and still no one has contacted me about reimbursement for the months i paid for my solar that was working also was told on one could come out to my home to talk about the issues and that no one could contact us ater 5pm or the weekend to discuss what happened

Customer Service Is AWFUL

We had our system installed last summer and have not really had any issues. We are having some work done on our house this summer and need to have the wall unit removed and reinstalled. I've been told there are no support teams in my area, why would have systems in an area you do not support?! They told me that I have to find my own contractor, fill out a form to get them approved, and then have the reinstall inspected by SunRun. They gave me NO details for what would get a contractor approved, so I could spend the time finding someone who could do the work when I need it, submit the form, and have them get denied. I have to pay said contractor, and then pay $95 to have that work inspected ... what?! If everyone has to get their contractor approved why is a list of approved contractors in my area not maintained?!?! The supervisor that I spoke to was NOT helpful and kept saying the same things over and over again. She wouldn't transfer me to anyone above her, even though I requested that multiple times. I have a full time job, and I'm supposed to be able to call around to contractors DURING BUSINESS HOURS to set this up. WHAT THE HECK DO I PAY YOU FOR?!?! I could understand more of this falling on me if I OWNED my system, but I lease it and part of the reason I made that decision was for situations just like this. I was told during my install that if we ever needed anything all we had to do was call. I am very disappointed in the customer service provided and the fact that I have no help in getting this done.

Non responsive

Do NOT go with sunrun. Terrible experience. Signed contract back in December. Took them 6 months to come out and install (during which they spared no details or updates on the process). After installation completed, it's still not switched on. Pg&e is unaware of the project and nobody in sunrun can give me updates. My project coordinator ghosted me and now I have non functional panels on my roof.

in costco quoted 30K, run loan check 30K after design needed two additional panels suddenly i need a bigger loan their person Jason Best just wanted a really BIG TIP also asked for info on panels "best in market" really you know anything else about them

Worst crooks!

I have had nothing but problems from Sunrun. The point was to reduce my electric bill but since the start we have been paying $1000-2000 at the end of the year to our electric company on top of the $190 a month. Today we are at $300+ a month to electric company, with no change to our electric use habits from the start. Now I have been dealing with a leaky roof ever since it was installed the past 3 years because the tar and gravel is not sealed to the brackets correctly. They did send someone to patch some issues but it never fully got resolved. Their roofers stated we needed a new roof. Well if that were the case then Sunrun should remove the panels for free and reinstall them so we can add a new roof rather than charging me $3,500. It clearly states that our roof must be less than 10 years old to install the panels. We moved in 10 years ago so did not know how old it was clearly, their inspectors were wrong when determining the age of our roof. I have since then had local roofing companies do an inspection and they all say the same thing 15 to 18 years old minimum. I have simply asked that they pay to remove it so we can install a new roof but has declined to help. So I am now hiring an Attorney to fight tooth and nail not only to have the whole system removed but to pay for the damages to the walls from the leaky roof, to the black mold behind the drywall that has caused severe illness in my 5-year-old at the time of the leaks, to all the overage I have been paying to the electric company since I started this whole fiasco. PLEASE DO NOT USE THIS COMPANY TO SAVE YOUR LIFE THEY ARE CROOKS.

Stay far away

This is the worst company I have ever had to deal with. everything was great till after we agreed on proceeding with Sunrun even though they were the highest quote. When we began asking questions everything started going downhill. We could not get a straight answer and then SUN RUN began to play games with us. The system is not working properly to this day, The inverter does not read proper numbers and the service sucks they love to tell you just wait. I have had over 4 technicians come out, the first said that the wire they used was wrong and replaced a bunch of wires. The second on told me nothing is wrong..... then began to yell at me and tell me I am stupid. I am not dumb solar doesn't work at night and according to how it's set up, It shows I am producing more power at night than during the day. The third tech came out and said oh everything is working look at the app, At this time I had already spoken with multiple professionals and told the person what the problem was, he did not want to listen, so I kicked him off my property. the fourth tech comes out and said part of the Tesla battery contact points were installed backward. all a sudden 2 months after the installation, It started working but now the inverters are still not reading properly. WTF? This is what $80,000 gets you? Honestly, do your research before hiring a company and release this company is not the one you want.

Rude and unprofessional

First guy was ok. Told me about the programs and credit requirements. Offered for a cash quote consultation when I said I needed to wait for financing. I had a family emergency the next day where I hadn't responded to any messages for a couple of days after that. I forgot about an appointment for the cash quote. Never got any voicemail reminders. Finally got to check my phone and this guy named Brad leaves a text basically saying "thanks for nothing" not even checking to see what's going since I wasn't able to confirm...Screw Sun Run. Unprofessional.

Poor Customer Service

Sunrun did not provide the system as in their proposal. They offered a refund that would be sent. I have been emailing and calling my sales rep and get no reply. I have had several calls with customer care. The last correspondence was it could take 29 weeks to get the refund. Sunrun should be avoided when selecting a solar provider.

Home owner

Wednesday, June 15 2022. Sun Run Solar has to be one of the poorest managed companies i have ever had experience. You can reach a Customer Representative, but that seems to be as far as it goes. I don't want to seem bigoted but there is usually a language barrier when talking to customer service. And when you ask to speak to a supervisor, that usually doesnot happen. Then the Customer Service is just following instructions. They tell you that someone will be contacting me in a day or 2. Never happens. I have written several responses to their on line customer opinion poles. They have contacted me and tell me that they will handel my concerns. That never happens. I have solar units on two homes, my home I live in and a townhouse that one of my daughters lives in. i have never missed a payment to SunRun. And my townhouse system was down for over three months. I had to monitor the system and notify them that my system was not working. They said that a tech would be out in a day or two I had to call them a couple of times because no one had shown up. Then the contractor that SunRun used called and told me that the inverter was bad and needed to be replaced and of course they had to order it and they said that they would contact me. Well a month later, I called SunRun to ask them when my system was going to be back up. They told me that I would have to call the contractor and ask them. I called them and they said that the inverter had been installed and that SunRun needed to contact the inverter manufacturer to activate it. I called SunRun and told them what the contractor said, and SunRun told me that they didn't know that. Well after more thab 3 months the system was back up and working. I then ask SunRun how my billing was going to be adjusted they said that they would be making adjustments. Never has happened.. I told SunRun that I was paying tjhem $197 a month and also having to pay my full power bill because their system was not operating. That has been over 10 months and not one response from Sun Run. Now I am having trouble with my system at my residence. Again I had to contact SunRun and notify them that their system wasn't operating. They tell me that they monitor our systems too insure that they are operating properly. Then the Customer Service Rep. Started having me check the system out to try and reset it. I am a retired Journeyman electrician with over 50 years experience, and have supervised 50 to 100 employees. So I didn't mind doing the troubleshooting , but what would a person with no background in electrical. Well I did get the system reset. t seemsNow today I checked it and it seems that I am still having issues with the system. And I am having to call SunRun and advise them that my system is having issues and they say that they monior our systems. Bull!!! Like I said at the beginning of my comments, SunRun has to be the most poorley managed company that I have ever dealt with. I have tried to find out where a person goes to file a formel complaint. Sorry my ranting and raving, but it is frustrating. Thank you.

FRUSTRATED

I had solar panels installed for month’s now and the system is still not turned on. We live in Florida but dealing with SUNRUN is a nightmare. We are paying twice as much for our electricity, meaning I am paying Duke Energy and also Goodleap for the panels. We were only supposed to be paying Goodleap. SUNRUN is the worst company to deal with. I called customer service they give me phone number to my coordinator Caleb, the salesman Jamie and also the manager Chris well we contacted all three of them and no one returns your call or email you back. This company needs to be out of business. All they are doing is signing up people for solar taking their money and not getting the solar turned on in a timely manner. We the customers are the only ones suffering financially because they don’t give a dam after you sign on the agreement. The kicker of this also is that they damage my pool screen when they were putting up the panels and up to now after 3 months they still haven’t fixed my screen nor do I have functional panels. Something needs to be done about this company. They are taking advantage of customers. This company is so UNPROFESSIONAL no one should deal with them. I will also put in a complaint with Costco wholesale because they have them in their store selling solar to people. This is where I got suckered into purchasing solar. I should of just stuck with the electric company and not do solar. PLEASE DO NOT USE SUNRUN

The company is a joke.

It all started back in January of 2021 when I made the mistake of contacting Vivant Solar for a quote on solar for my house. I spoke to a salesman named Patrick that told me that Vivant Solar was in the process of being bought out by SunRun but they were the largest and BEST solar company in the US! That was the first lie. They maybe the biggest but that’s about it! Patrick also told me that he has worked for Vivant for several years and that he would be around to “hold my hand” through the entire process of getting my solar installed. Second lie. He was no longer an employee in March of 2021. Don’t know why, don’t much care. I was told, by Patrick, that someone from Vivant would call to set up an appointment for one of their “engineers” to come and check out my electrical panel to see if it would be compatible with their system and also to check my roof to see if it was in good enough shape to hold all the panels. Ok, fine. A week goes by, a month goes by and now we are in March of 2021. I finally received a call from a Snarky young lady in Utah that told me that someone would be out tomorrow to check the roof. The problem with that was that Chicago was experiencing the largest snowfall of the season as I was speaking to her and my roof had 4-6 inches of snow on it. Even if they could have checked it, I didn’t want the liability for someone slipping and falling off my roof. So I asked her if we could reschedule the inspections for a later date. She (with attitude) said “ Fine, when would YOU like to reschedule it for?!” I asked for a date 2 weeks out. So she schedules my appointment. The “engineer” came out to check and told me my roof was fine but the electrical panel would have to be replaced at their cost. I’m thinking to myself, great, I not only get the benefit of solar, but I get a new, upgraded panel too. He told me someone would be in touch a couple days later for the electrical panel install. Well, as you can guess, the couple days turned into weeks and finally got the appointment and the the 2 people showed up in a leased unmarked truck saying that they worked for Vivant and they were there to install the new panel and run a ground wire to my water meter. So they started cutting my drywall around the electrical panel and running the conduit to my water meter. Everything was going smoothly and they I didn’t hear anything in my garage for about an hour. They had the power to the house already shut off while they were working and I was told ahead of time that they would have a backup generator connected so while they were working I would still have power. That was not a lie, but it was a small generator that only had enough power to power up my tv, modem and computer. The refrigerator was off the whole time. So, I went into the garage to see what was going on and the young lady whom was in charge was on the phone with what I can only assume was Vivant. When she got off, I asked what was going on as there was this gaping hole in my drywall around the electrical panel . She told me that she had some questions about the install and was attempting to get clarification from her boss at Vivant or Sunrun, not sure which. After a couple more hours and several more phone calls to whoever she was speaking to, they told me that my panel was adequate to handle the solar. In all actuality, they just didn’t want to do the job as the new panel was substantially larger than my existing panel and they wold have to be cutting conduit and rerunning the wires. I mean come on, did you think this was a 5 minute job?! Really?! I should have realized at that point to cancel my contract before they did anything else. 2 days later the drywall repair guys, unannounced mind you, show up and tell me that they were going to fix the drywall. They did a great job. Kudos to them! Finally something that has gone my way. Those guys told me that because of the Sunrun/Vivant takeover, communication with the company has not been the best. Boy, I’ll say! The guys left and cleaned up better than it was when they got there. They also told me that someone would be contacting me about the panel install. As you guessed it, it took a few weeks for someone to contact me. Then, when they did, instead of asking when would be a good day or time to install the panels, I was TOLD they would be there tomorrow. The crew showed up and did the install, as I’m not a professional solar panel installer, I can only assume that the panels were installed correctly. I spoke to the crew foreman who told me that he would show me how to check my panels output on the app. When I went back out to speak to him he was already gone. So I’m left to my own devices. I’m still thinking to myself this is a good thing and it’ll all work out. Yeah, right. Everyone left and it all seemed to be in order. A month or so later, a repair guy shows up at the house and said there’s a problem with one of the panels and he needs to get on the roof. Luckily he didn’t need to replace the panel but only a connector. Pleasant guy, also told me about the lack of communication within the company. I agreed. Now comes my first electric bill. A little high but I figured id give it another month. To my surprise, it was a low electric bill. The only one. All the subsequent bills were a lot higher. Also, I was checking my bank statements and nothing had been taken out for Vivant solar. I had given all my bank information to Patrick when I signed the contract so I could get the lower rate, or so I thought. So I tried to get in tough with Patrick only to find out he was no longer with the company. Go figure. So I called customer service and spoke to a young lady who was obviously not in the United States and in the middle of our conversation was cut off. So I called back and had to reexplain my situation to another person. I was told someone would get back to me. No one did. I can’t believe that I’m attempting to give them money and they have to have someone get back to me? Ok whatever. I waited a week, then 2 weeks and I tried again. I was put into the call que and was disconnected after about 15 minutes. So I called back. This time I was just hung up on, never making it to the que. so I figured that I would just wait until they contact me cuz I know they are going to want their money. I have received a few computer generated calls to call them back but never any human to speak to. I’ve tried calling again and again but either haven’t got through or been put in the que for long periods of time. Now I get a delivery service leaving a letter from Sunrun saying I had better get in contact with them or they’ll have legal action against me, signed by John Dickinson. So I promptly called the number and spoke to a young lady, again out of the country, who was attempting to help, I told her I wanted to speak with John Dickinson. She had no clue who he was. After about 10 minutes, she said she would connect me with his voicemail. I said great and she promptly cut me off. Called back again and spoke to Brian, again not from the US, who gave me John’s direct line and said he would put me through to his voicemail. You guess it, I was cut off again. So I called the number in Denver, Colorado that I was given and all it did was ring. I did that 3 times. Same stuff all 3 times. Do these people really not want my money? Oh yeah, my electric bill really hasn’t gone down at all. Think twice before you use this company. And to you supposed Sunrun employees reading this, don’t spew your computer generated rhetoric saying “We understand your frustration, or Gee we are really sorry” I just regurgitated most of my story here. I don’t want to hear that I have to do this all over again on some email address where you will supposedly will assign some “specialist” to look at my case. If you want my money, have someone human contact me. With all the negative reviews about this company on not only this sight but others, Yelp, etc. I’m surprised no one has filed a class action lawsuit yet. Or better yet contacted a news agency to cover this on the 10 o’clock news. For those of you considering Sunrun or Vivant Solar, don’t walk, run away!!!!!!!!!!!

Bad Service

We installed our solar panels through vivant and had their support for years. Always a pleasure and very few issues. recently Sunrun bought out vivant and we had to transfer over service to them. I was on autopay with Vivant and it transferred over to Sunrun without any issues but I noticed after a few bills that I had a second charge of $5.00 on my bill. I called and found out that it was an extra charge I had because I was not on autopay. But obviously I was. I told them this and they said it was because I use a credit card. This was not true either, it was a debit card. They said it has to go straight from my bank. So, I changed the information and asked for a credit to my account since I was charged these fees without being notified and they were pretty much fraudulent charges. Well that was denied. So, they've taken extra money from me and are refusing to credit it to me and I really have no recourse. So, that is pretty bad service in my opinion.

227 Days, thousands of $ lost, and still no operating panels!

We signed an agreement with SunRun on 10/25/21, which was 227 days ago (as I am writing this on 6/9/22). It states In their contract E. 1. A. “Approximate Completion Date: 60-180 days following the Effective Date.” Not only are we 47 days over the approximate completion date, but those 47 days have been a financial burden to us. First, our electrical meter was replaced by Sunrun (or a contractor for Sunrun) on 4/1/22. When it was replaced, the lever was left in the up position. (We did not touch anything and nobody informed us what would happen because of this.) After 4/1, we noticed that our electricity bill from the UI went up dramatically. My husband and I did not understand the rise in electricity usage until another Sunrun technician that came to our house on May 23 explained what happened. He said that the solar panels were producing electricity that was going through the old meter and that we were being charged for the electricity created by the solar panels. As such, our April and May bills were at least double what they should have been. In addition to actually suffering financially for having solar panels, we have lost out on any energy generation that we could have used to offset our energy use this summer. It has been 11 weeks since the start - days with increased sunlight for which we did not get energy credit. Finally, this whole experience has been chaotic and unprofessional. It is clear that the lack of communication, misinformation, and lack of will has contributed to the failure of this project. I called UI myself to ask what the status of the "permit to operate" was, and they said they didn't have anything in their system requesting a permit to operate, even though Sunrun told us last week that they submit the information. To say my husband and I are frustrated is an understatement. I have reached out to Sunrun to make it right, but it has been crickets. My next step is registering a complaint with PURA which I will do tomorrow.

Battery Issue

Customer service is horrible! Our Vivint (now Sunrun) installed Sonnen battery suddenly went out in January of 2022...its is now June 2022. Still do resolution to the problem. Sunrun has sent out repairperson several times but always come up with excuses and delays. No one answers calls or emails. Do NOT do business with Sunrun!!

NO SAVINGS-NO PROFIENCY

We started with Sunrun in April. On our first SCE bill, we lost $88. That is based on the Sunrun payment, SDE payment and what the system generated, and the actual credits (kWh). We called customer service, and we received LIP SERVICE; a guy on the phone with no idea how solar works and stated he was not there to offer solutions. If you live in the Inland Empire and a salesperson called Jada Gonzales, say NO. Choose to stay with SCE or choose a different solar company.

my solar panels have been overproducing since installation. have called sunrun and gotten run around, saying the panels are working and they are not responsible for the $2400 credit I have with eversource. every person I talked with at sunrun all had same answer, all repeating the others. All I asked for was a rebate or reduce power output from panels. they said no to every thing. I am paying sunrun more money than I ever paid eversource. would not recommend sunrun to anybody. Bob

Sunrun crew arrived on time and with little fanfare. Everyone was cheerful and professional at every opportunity. Crew completed all the installation work in less than 7 hours. Outstanding! Even clean-up was so complete, there was no trace left behind. Looking forward to turning the system on once Nat'l Grid and the city catch up with our needs.

Has to be the worst solar company

No one knows what they are doing. I have been having problems for the past year and no one seems to be able to help. I just get transferred to different departments and keep getting the same answer, which is we don't handle that contact customer care. Customer doesn't have any answer either. I wish I never went with this company. My true up bill is high, I installed more panels and they aren't working properly. I can't get no managers to contact me. It's a horrible company.

Terrible company all around

Sales uses deceptive practices to get you to sign. Management doesn't follow up to complaints. In NJ you have to escalate your problems to the clean energy team 609-913-6349 to get a response from sunrun on anything. Apparently Sunrun is cautious once the state is tagged in. Their response time is still terrible but they do respond once you make a case with BPU.