Sunrun Inc.

Vivint was amazing -bought out by a joke of a company

Buyer beware! I feel horribly stuck. I've had my solar panels with Vivint for 10 years and their customer experiences was absolutely stellar! Well they sold to SunRun and I've spent so much of my 6 months trying to get help from anyone with my accounts and they are an absolute joke! They speak to you every time like it's the first time because they apparently don't keep good notes. I've asked to speak to anyone at a higher level than customer service but that will never happen. You notice their pre-canned response to every bad review that they will help you but they won't. When I signed my contract with Vivint, it was a rate for life. Well now SunRun just sent me a notice that they raise their rates by 2.9% every year. I don't know what the heck they are doing but they are money grubbing people who know that you aren't going to want to take off your solar panels - LOOK FOR ANOTHER COMPANY!!! Even this review is ridiculous - No where does it say the type of panels that I have but it's required .... I hope they are disgraced by the number of reviews they are getting and actually do something to change for the better

Is this for real?

I'm looking at a Sunrun Contract. The contract shows this: 0 Deposit 25 years $123.0 per month .15 Cost per KWH So for just the monthly fixed cost you pay over $55,000 by the end of the 25 year term. ....AND... you are charged 15 cents for every KWH used? That only saves 1/2 of 1 cent over what the electric company charges. Why would anyone want this? With their system you get no tax credits from the government. Please, tell me I'm wrong. I was considering purchasing a house with a Sunrun lease until I saw this contract.

Stay Away from Sunrun

It has been 9 months since I signed a contract with this company. I have yet to get a system installed. This company kept telling me that the City of Glendale is to blame for the lack of progress with my project. Sunrun keeps telling me that Glendale, CA is very strict with the permit process and they take a long time to release permits. Lo and behold, I called Glendale Water and Power. They said that it only takes 2 to 4 weeks to process solar permits if the contractor does the plans correctly. Sunrun kept feeding me lies. This guy, Eiszenhower Dieszmo sends me e-mail messages saying he is on top of things at Sunrun. He also says that my contact person, Daniel Segura should be able to answer my questions. Guess what, I have never talked to either of these clowns! They are holding me hostage because they already did the roof work at my house. I essentially cannot back out. Don't make the same mistake that I did. Find another honest and reliable company. Now I am finding ways to get out of the contract and sue this horrible company. Don't believe their lies!

Super delay of project, no update even I pushed so hard

The project was super delayed. Contract was signed on July 2021 and modified on Dec 2021. However it is now end of May 2022 and my project is still not completed. They sub contract to multiple contractors and had super delay on that. They didn't even do the roof per what i signed on contract and have to correct it and caused extra delay. Now the roof is still exposed under sun without penal and they are still checking with electrical contractors. They don't have good planning and work order management. Below ask me what brand for the panel, and i don't know yet as no process on the project. just select the random name.

Steer clear if you can

I never would have worked with Sunrun if I had a choice but I kind of got roped into it since the house I purchased had a lease agreement with them. We need to remove the panels temporarily to have the roof redone and that comes out to 170 to panel so nearly $5000. Basically any money we would have saved on energy costs in the long run is out the window right there. It's annoying but it is what it is and that's not really what im writing about. The customer service is just awful. We signed the quote to have the panels removed and I was told a scheduler would reach out within 5 business days to book a time to have the work done. That seems like a long time just for someone to call to schedule something but whatever. We are going on about a month now and I have not received a call or email to schedule and there is no way to track down this "scheduler". There is no way to email or call anyone at the company and everything just goes to a general customer service line that isn't capable of doing anything. Any email goes straight to a general queue where you get a response 2-3 days later if you lucky saying that they have informed whatever team of your situation. Basically you are better off just not having panels rather than using Sunrun. If you do want to get panels just work with literally any other company.

Saving with SunRun Rent

After 1year of usage of the SunRun solar panels, I saved only $450 (35$ per month). When they sold me the contract they said that I will save a huge amount of money with them. Now, they said that they can do nothing about it. Even if they would add more panels it will not help me because the monthly payment will increase as well. So think twice if you really need their panels

No Service No Help

. Pre install there was communication every other day and after solar panel installation 11/2022 it has been very difficult to get a update on why we still do not have service. There has been many calls to Sunrun and attempts to figure out what the problem is and what the next course of action should be but its all confusing now. Now we are paying for solar panels and our monthly electric bill with no resolution in sight. We feel this was a very bad decision on our part to get involved with Sunrun without knowing how stressful this would be. My wife wants them removed but I don’t know if that would cause more unanticipated financial burdens. I’m a disabled US Air Force Veteran so I’m no stranger to being patient but this feels like we’ve been scammed.

Worst Company Ever

From beginning to end, every experience with SunRun has been frustrating and infuriating. This has to be the most incompetent and inept company on the planet. Installation was horrible, the system keeps breaking down, I didn’t get the number of panels I agreed to, the constant monitoring hasn’t been successful, and everything else that could go wrong has gone wrong. I’d recommend looking elsewhere for your solar PV system.

Horrible Customer Service Support

So six months ago I had a problem on the roof because the panel so I called the service department to solve the problem, they send two technicians they removed the panel and the switch was off after three months I see they was charged me even when the system was off so I called to cancel the autopay , they keep charge me till now even the panel was taken off the roof and they keep calling me to collect this amount, with 4 Times they called I requested to speak with supervisor and each time they said she is on Meeting ..what company that there supervisor Not talking with customer , this company should shut down the government should step up for our right ,you can tell how many people get charge without service…

Warranty

We reported a problem last June about our inverter having to be reset . It seemed to be an overheating issue because it happened at the hottest point of the day. Someone came out and said our inverter was the problem. Also you can not read the display of the inverter anymore. My wife has talked to several people and they never follow up. The inverter has a 10 year warranty. Their response Agent: Upon checking, your system is producing. Agent: I apologize for the delay. For us to fix the issue, we can request a service visit that will cost you $190. Contact: I don't understand Contact: Someone came out a long time ago Contact: And diagnosed that the inverter had a problem Agent: I understand, but that case on reviewing and fixing your system is already closed. Contact: How could they close it Contact: Nobody fixed the problem Agent: I am sorry to hear that it wasn't fixed yet. Agent: Have you tried contacting Costco customer care at 888.858.2496? Contact: No but I guess I will need to. Agent: I am sorry for the delay. Agent: Is there anything further I can assist you with today? Contact: Once again. A dead end Contact: How did they close my issue without resolving it ?

Terrible!

It's been a nightmare. Avoid this giant corporation like the plague unless you love terrible customer service, ignored emails, phone calls, no show appointments, and foreign customer service that reads scripts and will never help you.

Not Forgotten

Arianna Ryan was an amazing representative of your company.She not only was incredibly knowledgable but took the time to guide me through the entire process.

Signed with them in November and we still haven’t had much done (it’s May now). Still waiting for them to get city permits accepted. Customer service is the worst, hours to get through. Finally got through to a manger, Dulce Correa, and she’s even worse. Makes promises but never keeps. 3 broken promises already. Terrible

Poor - Visalia Ca.

Please do not use this company! They do no disclose all facts: 1. You 1st 3 months, you will receive a bill From your current company and SunRun. 2. For those of use that calculate your average, please understand that any overage of energy produce is not carried over. In December we will not have much sun, but remember we use a lot of Christmas lights. 3. I signed up for auto pay for a lower monthly payment and for some reason it was not set up. Three months later they made me pay the high rate. 4. Don’t open the door to these high pressure salesperson, they do not take no for an answer. 5. Since they use e-signature, we are not well informed and you will learn with time.

They are holding up everyone involved in me buying my first home

Horrible experience, would have them take the panels and go away if it was an option. Incredible stress as lender keeps trying to send funds and cannot because sunrun has not completed their documentation. Round in circles with terrible information, uninformed people, and no results besides just ‘wait for docs’. Unbelievable that they can - and are - holding up so many people. I move tomorrow and hope I am not out on the streets if something fails as a result of this company’s terrible service and communications.

Horrible Customer Service Support

We had 30 panels installed August 31, 2010 while we were in a drought in California. We did not discover that our roof was leaking until it started raining in 2013. We have made multiple calls and filed multiple damage claims regarding this over the past several years. 8/31/2010 Installation of 30 panels (drought conditions in California) 11/16/2013 Reported Leak 1/6/14 IES Acru Energy inspected and left notes that repair needed to be done NO REPAIR WAS DONE 2/6/14 Reported Leak 4/3/14 SunRun asked for picture of repair NO REPAIR WAS DONE 4/8/14 IES Acru Energy submitted a "satisfaction report" NO REPAIR WAS COMPLETED Nobody asked if we were satisfied because they never repaired anything. 4/5/22 Reported Leak Never got a call or email from SunRun. Followed up with a call on 4/27/22 to ask about progress and got an email from Trish A. stating we were out of warranty, and referred me to the customer service number that I've been calling for the past 9 years! Then she CLOSED my damage case again. The leak had always been on a covered patio that connects my kitchen and primary bedroom. At this point, the leak is massive and is now affecting my bedroom. At first I was only asking that SunRun un-install and re-install my panels for free so i could have my roof repaired at my expense. My husband is ready to file a lawsuit in court and in the court of public opinion on social media.

Customer Service

Inverter went out and did not get notified. I noticed it and had to call sunun several times before someone determined that it had to be replaced. It took them a month to get me back online. I had to consume energy form edison at higher rate while they worked on solving their own issue. Now, they refuse to reimburse me for what SCE is charging me. I just wish they had better customer service and cared for their long standing customers.

The worst company

My story is way too long to put in this small space. I even contacted sunrun’s customer care and they did nothing. I would only recommend this company if you like working with rude, non-communicative and incompetent people.

WHAT A JOKE!!!!

What a complete joke... went to them through costco. Came in, thankfully skipped the sale gimmick, price - 4.36$ per watt (looking at 12kw system). The other big one, also starts with Sun***** was at 3.05$ per watt.... anyway, quickly parted ways with the sales rep, especially after I told him that they are WAY high, he said that everyone else is just lying to me and they will not install what they claim, it will be a smaller system... nice... week later, there corporate calls me, I quickly explain why they are not in the running, they offer to transfer me to someone who can help. WHERE DO I BEGIN!!! just some quick comments from "corporate": - you can't compare solar systems like that, how many panels is the other system? - oh, 31, well we are 37 so we are only 400$ more per panel so it's comparable like that - you are buying quality and company history - we are number one in the nation, better than sunpower Probably the best one: - have you considered leasing? because ROI will go out the window when something breaks. What are you going to do when a panel breaks after warranty period? REALLY!!!! after 25 years??? Anyway, I gave them a shot, but I guess should've just listened to this site... But wow!!!!

This company trains it’s employees to be dishonest

Hello, I was employed by Sunrun last year for three months. I was never given permission to shadow or knock on doors. The reason I was given was because I didn’t have a Sunrun shirt. People Who were hired after me began shadowing with no Sunrun clothing right away, and should I mention they shadowed with the exact person that told me I couldn’t, they had every excuse not to allow me to begin my shadowing, and knocking on doors for Sunrun. I was told many reasons first was because I didn’t have Sunrun shirt, next was because I didn’t have an iPad, then it was because my pitch wasn’t perfect. So, I went and bought the iPad with my own money and I bought the iPad which was recommended to me by the Sunrun manager. I was never paid for my completed training which is a total of I believe $800 at the time. I signed up for a data contract with T-Mobile for my iPad to use exclusively and only for Sunrun, I have no other need for an iPad or data for it. In our weekly meetings we were taught how to finesse our sale and give the customer as less detail about the contract the customer would sign as possible To avoid losing a sale. I later spoke with a gentleman who was also with Sunrun and got the chance to shadow and knock on doors. He explained to me that only certain people end up making the money that they promised us in our weekly trainings. They use the same tactic with their employees that they do with their customers, the less information you give the better for them. So I later found out that, the sales That you find by knocking on doors it cannot be finalized without a higher up sales rep finalizing the deal With the customer, the higher up also reap all the rewards financially and statistically. This is quite gross and nearly Criminal. I was disgusted when our training each week told us what to do and how to act in our personal lives, including relationships with family, friends and partners, at times telling us we don’t have time for them or any relationships when It Came time to be in competition with other officers of Sunrun. So I never made a dime instead I lost over $1000, I was treated unfairly and was never given the opportunities that were promised To me by the company Sunrun. Unfortunately, they are promises of making money were accurate. Wh when I asked the district manager For anything including Sunrun information I was always given a bullshit answer, incomplete or inaccurate answer, or never answered at all. I witnessed sexual harassment, indecency, favoritism with only certain employees, being trained to lie to Sunrun customers, and not being given full information to provide to Sunrun customers, Being trained to purposely not go over the contract in full with the customer. I also witnessed favoritism to certain races and women by The managers in charge. Please note, if you do not have a good relationship with your managers at Sunrun you will not have any success or chance of doing anything, I am proof of that and I’m not the only one. I was never given a real chance to succeed although completing all trainings, I never got paid a dime even though I was promised to be paid for my training. We were trained to only spend our free time with other Sunrun employees. Every week in our training it was the same people making the money. Each office has a cult atmosphere to it. And when it came time to answer questions and lead the managers were not there for me or give only half truths, leaving out important details of how we actually make our money and that at first we don’t make any money at all the managers take our accounts and money. I am extremely disgusted, deeply hurt financially as well as emotionally and offended by the experience with sunrun. I was with the company three months. I was never given the opportunity to shadow or knock on doors. There was a potential prospect whom I randomly met and befriended, They had gone to Sunrun at the Home Depot in Watertown earlier that day before we met each other, my manager pressured me to take the client from the Home Depot team becuase nothing was signed yet, but when I checked with a sunrun manager of the retail field he told me I could be fired for that and was against policy. I did feel as though my manager did not want me to succeed in quite possibly could have pressured me to do this in order for me to get fired. I would like compensation for all my time and effort in putting up with the obstacles that were put in my way and sabotage of my time, money and energy! I want my training pay in full which was never given to me even though completed. I would like to be reimbursed for the iPad and data plan in which I was forced into getting or I wouldn’t have an even been able to shadow anyone in which case I didn’t get to anyways even after I got the iPad, which was a broken promise made by the manager. If this do not receive compensation I will take this much further and expose the lies (or information withheld from clients) which sunrun trains it’s employees to employ on clients. It’s quite disgusting to try and force your way into a persons home, be dishonest with clients and expect clients to sing a contract in which they are not allowed out of for decades. Very disturbing disgusting and disgraceful to be honest. I am going to expose this company in the tactics they teach their door knockers to use to manipulate innocent homeowners who have worked hard for what they have. Sunrun promises large amounts of money to their employees and that is all they’re concerned about they don’t care about the customer and it’s quite obvious by the way we are trained. Please respond immediately, I have been very patient.

Roofers were Great and Management/Coordination Horrible

So I just want to say not all what I expected from the number 1 solar Co. Out there. Started off great with Adrian our solar expert. He got me a great design, got my roof able to have solar, and started the coordination process. Then construction team after about a month came through quickly with the complete install. Then the building inspection came 2 weeks later. Then the electrical inspection came 2 weeks after that. Now nothing. So far from the knock on the door with Adrian, to a paperwork mishap with Tiara Monterio, has been 6 months, and no solar. The problem with sun run is they don't have enough people with experience managing projects, then filling out the proper forms/paper work for inter connections with utility Co.s, and then to communicate to the customer that have been dropping the ball the last 3 months with all the paperwork. Don't get solar from them. Don't waste your time trying to communicate ever.

THIS IS FRAUD

Do not use this company. They are about to pass the contract date, and although the panels were installed 5 months ago, no steps have been taken to have them turned on. I keep emailed and calling and they can't even find my account half of the time, and when they do they often can't find record that install was completed. When I get asked "are you sure?" while I'm staring at my inactive solar panels, it gets a little frustrating. Customer service is useless and the salesmen have ghosted me. Although they did try to get my neighbor to buy solar panels from them, i guess not thinking they would ask us about the experience. Since they have taken some of my money, at this point this can only be considered fraud. I reported them to the better business bureau and will likely be talking to an attorney shortly. i have never worked with a worse company.

Customer service agent Laura

Called to ask about the 1000 dollar visa gift card that they offered me for recommendations and the person bought said system back in November was told I should receive it by January called in February they stated it will be in March called in today April 28 2022 been trying to speak to the supervisor but keep getting the run around so this tells me that sunrun customer service has really gone down hill I had an account with them for 7 years it was nice but now I wouldn’t recommend sunrun to anybody

worse customer service EVER!!!

This doesn't even deserve a 1 star. The customer service experience is HORRIFIC! come to find out the customer rep is not even in the US!! I've been trying to obtain the home electronic report from them since my electronic company is charging me for the electric use while I have solars. I was advised to get this report within 5-7 business days now its MONTHS in and no report. The rep initially helped me is no longer with the company yet NO ONE followed up with me. I follow up and even sent an email to their customer service - I got an auto reply of when they will reach back to me; however, no one reach out. Spoke to Kevin (supposedly a supervisor) was not helpful and did not help at all. Provided me with a rep's contact info. I called left messages and email and sure enough no reply or call back.

Appalling Customer Service

I’m not able to submit my complaint to Sunrun so I’ll share the letter I wrote to them here. Dear Sunrun Customer Service, For context, I'm currently a Sunrun customer. My solar panels were installed about a year ago and don't currently have any issues with my system or my billing. The problem I'm experiencing with Sunrun is more along the lines of a communications and customer service issue. Recently, I've received several pestering phone calls coming in from an unknown caller. When I checked my voicemail, I found out these phone calls were coming in from someone by the name of Brittany who works for Sunrun. She left a message and said that "it be important that we speak". Then she left another message two days later and said: "it be important that we speak". I began to wonder if there was something wrong with my solar panels, my billing, or who knows what. The message struck me as being somewhat urgent, so I thought it best to call back. I called back and I asked for Brittany. The person I spoke with said that Brittany was not available, but they could assist me. As it turns out, the phone calls I had been receiving were a solicitation to try to sell me more solar panels. My solar installation used all possible surface area on my roof and there is no more room for any more solar panels nor do I need any. After spending some time with this person on the phone, I explain to him that I do not need, nor would it even be possible for me to install any more solar panels. The messages Brittny left on my VM were deceptive and pestering and as an existing customer, I didn’t appreciate this. I explained this to the person I was speaking with and asked him to please remove my name and number from this solicitation list. He was understanding and there was no problem at this time. The person kindly said that they would ensure it would be taken care of and I would not receive any further solicitations. A day or two later I received another phone call from…yes…you guessed it….Brittany. She left the same message saying that "it'd be important that we speak". I found this very frustrating but not nearly as frustrating as the experience I was about to encounter with the Sunrun representative I was about to call. I called back the number Brittany left and asked if I could speak with Brittany. Again, the person who answered the phone said that Brittany was not available, but they could assist me. I asked if I could please just speak to Brittany. The person that I spoke with said that Brittany was a few levels up in the chain of command, but he would be happy to assist me with whatever my issue was. I said I've already been through this, and I would appreciate it if I could just speak with Brittany. This person gave me the runaround for a while and I said can I talk to anybody at all that is above your level in the company so that I could resolve my issues. At this point, I had had enough, and I really wanted to talk to someone at a higher level. Asking nicely was not working with this individual so I became very frustrated and insisted I be put in contact with a supervisor. I was placed on hold for a reasonable amount of time before this person's supervisor came on the line. This person's name was Marvin De Guzman. Marvin came on and asked if he could be of assistance. I asked him if I could speak to Brittany. He said that Brittany was not available, but he would be able to assist me. Trying to remain calm, I asked if he could please just let me talk to Brittany. This person explained that Brittany was higher in your company's hierarchy, and he didn't know if she was available. I said that I would wait. I said I would be available for a return phone call or any other possible communication method but that I did absolutely need to speak with Brittany, the person who had been calling me incessantly for two weeks. Marvin put me on hold and came back a short time later and said that Brittany was not available now but that he could take my name and phone number and Brittany would call me back. That was some time last week (about six or seven days ago). Not hearing anything back, a few days later, I called back the same number, and this time I was immediately greeted with a message that said "We are unable to take your call at this time. We are sorry for the inconvenience". I thought maybe it was outside your business hours, so I tried calling again the next day. Then it dawned on me, I think my phone number has been blocked. I tried calling the number a day or two later and got the same message. So today I tried calling from a different number and was able to get through no problem. I think it's fair to conclude that someone at your company decided, instead of dealing with a customer service issue that they created, that it would be better for them to just block my phone number. Who does this? What kind of manager does this? What kind of a company does this? It is obvious that your employee, Marvin or Brittany, blocked my phone and cut me off from communication. I have never in my life experienced worse customer service. This is ridiculous. I would appreciate a response and I'd like to know how Sunrun handles these types of customer service complaints. I did do a little Google searching to see what your customer service feedback looks like. It's not good and I can see why. I'm very busy and I really don't have time for things like this, but this was just so ridiculous that I am taking the time to follow up on this. I've been badgered by this person named Brittany for some time and I'd like to speak to her, or I'd like to speak to her supervisor and have my voice heard. I'd also like to know whose decision it was to block my phone number, if blocking your customer's phone numbers is part of your company policy, and what if any measures you will be taking regarding this. I don't think that that's an unreasonable request. I look forward to hearing back from you,