Sunrun Inc.

If I could give them a zero I would

Let me just say how much of a terrible experience this has been… they threw a great sales pitch out there but when it comes to education they don’t have any! That’s their lack. I have two meters at my home when before installation I asked if that would be an issue they told me no come to find out, after installation I need to get an electrician to come out and rewire my water heater into my main panel. They did a terrible job, not only that, I had to wait over two months for them to get my system up and running because of they didn’t have photos of my meter. Mind you they took pictures before and after installation. They are terrible company please stick with a regular electric bill. Forget solar and sunrun altogether

Stay away from this company!

We signed our contract in April 2021 and our system still isn't running (1 year.) The issues, in order: 1. Extremely long wait times for everything. Every step below included at least a month, sometimes three to resolve. Customer service is a black hole. 2. After a paper review of our electrical needs and an in-person inspection and months of waiting, when they came to install the panels I was told the batteries wouldn't work for the load we needed. 3. Asked for the conduits to be placed inside the attic. Didn't happen. Insane since our newly built house had the conduits already in place and a fuse/switch labeled and in place. 4. Asked for the batteries to be placed inside our garage. Confirmed with salesperson that that's where they would be. The installer wouldn't do it and claimed that it wouldn't pass inspection. Spoke with the Building Inspector and he told me the batteries would have been fine inside the garage. 5. Because the batteries are outside of our house, near the driveway, we didn't pass inspection because building permit required bollards for protection. Company had no idea. Inspection was two months ago, no word. What they've done: 1. We had ordered LG batteries, but received Tesla batteries. They didn't charge us the additional cost. 2. They have offered us some money (5K), but we will need to fill out a W-9, so we'll be paying taxes on the amount. We've paid $17K to date and we weren't able to claim the tax deduction on this year's tax return. Still no solar. Oh, and we bought an electric car in August. At the time we couldn't imagine it would be long before things were running, my bad. Take my word, there are too many solar companies for you to deal with this kind of nightmare.

Absolutely painful

This has been the worst experience I have ever paid so much for. Sunrun is a completely incompetent company that makes promises they know they can not make. I have had to deal with outright illegal work done during the install, which are not licenses electricians, to hours on the phone waiting to talk to anyone. Sunrun breached the contract and installed different equipment then agreed upon and then approximately a month later they are hounding me to sign the change of plans documents. Now that they have me locked into having to pay they don’t reply and can’t get the system to operate. So I have a huge waste of money sitting on my roof that produces zero electricity and I am paying for it. I still have the same electricity bill I always had and now I pay for solar that does not work. Sunrun please don’t reply with the same generic reply on all the others on this website because I have tried to contact both via email and the phone number provided and have received no reply. This company has no concept of taking care of the customer, which is not surprising because they can’t even provide what they contracted to do. I agree with so many others on this page and do not waste your time, money or energy with this disaster of a company.

Customer Care Line (UNSATISFACTORY) re: Appeasement Check

THE GOOD: From my initial sales consultation, to installation, to inspection was excellent. THE BAD: -- Getting in contact with scheduling coordinator was difficult. Salesperson informed me that scheduling coordinator will be contacting me...it took approximately 30 days to get in contact with coordinator. THE UGLY: -- Upon solar installation and approved inspection, the "interconnection" team was incapable/incompetent to connect my solar system to the electric company. It was a 2 month delay from installation to having my solar panels up and running. If I did not make multiple calls every 2-3 days, then this company would not know about my issues. -- SunRun customer care is UNSATISFACTORY. When calling the number, you speak to a different customer service representative (out of country call center), who reads a screen and politely informs you that he/she will look into the problem and return your call within 2-3 days....NO! They do not. I have made 4x calls, speaking to a different person each time -- these call centers are reading a screen and take no action. FINAL THOUGHT: "Would I recommend SunRun ?" ...No, because of their poor customer service (customer care center) AND LACK OF FOLLOW-UP. (Sales and installation team were excellent). ** Recommend another company....When my family, friends, and neighbors ask about SunRun, I inform them that there are several solar companies to choose from. Read the reviews, speak to your neighbors and friends, and get at least 3-4x estimates. Knowing what I know now (and experienced)...I would have selected another company.

Sunrun system stopped producing power for 6 months

I've been a customer of Sunrun for over 10 years. However, since 11/15/2021, my system is not generating any electricity and many calls to them and chatting has not helped fix it. It has taken so many months and still counting. I still get the invoice every month and have to pay for that in full when ZERO power is generated. Hope you do not end up like this. The FAQ of mySunrun.com shows that they will monitor the production and proactively fix any problems when the system does not generate power or detect any problem. That is totally not true. To submit this, it is asking to give the solar panel model, but there is no document in my account at mysunrun.com to check that. So, I've selected some arbitrary panel name. Sorry to the panel makers for using the name without information.

EXCELLENT & HONEST COMPANY

I'm not sure about everyone else's experience but I had an amazing one with William Huber. He didn't try and just tell me what I wanted to hear to close the deal. He worked with me, answered EVERY SINGLE ONE OF MY QUESTIONS IN DETAIL, and he was happy to wait while I got other quotes. I didn't feel pressured or lied to. With everything going on in the world, he was able to explain why Sunrun's pricing is higher than others and my service time was exactly what he said it would be. Other companies quoted me lower and told me how horrible Sunrun was. Had I gone with one of the other companies that gave me lower quotes and time frames, I would still not have solar on my roof. Thank you Sunrun and William for doing the research, the hard work and staying honest. I paid for a premium service and thats exactly what I got. COULD. NOT. BE. HAPPIER!

The worst customer service

after they came and finished with the installation they damaged the roof and now I have a roof leak, I have been trying to talk to a case manager for over 3 weeks and nobody is responsible and they don't even pick up the phone.

Sunrun operational issue

I researched many solar companies prior to installation, as a result, I selected Sunrun. Unfortunately, that was my first mistake. Upon installation of the electrical system, I now get water in my basement usually every time it rains. And of course, where the water enters the house is in line with the hot water heater, washer, and dryer. I started calling customer service on January 18th, created a claim, and sent photos of the original damage. I was supposed to be contacted within 24 hrs, never heard from anyone. I called back again on March 28th and was placed on hold again for 20 minutes. they said again, that someone would call me. After, a huge rainstorm last night and a submerged washer/dryer/hot water heater, I called yet again. The customer service rep told me that the case was closed on Jan 19th, the day after I called. I still haven't received any phone call from anyone in customer service or damage resolution. THIS COMPANY IS PATHETIC.

WORST SOLAR COMPANY

I am a new customer. From the very beginning the rep sent to my home was misleading. Once I signed up it was impossible to get through to the rep or customer service. I am now 20 years in debt to them and still paying Con Ed my original bills and it has been months already. Be careful with what they are saying.

Terrible customer service and appliance of solar system

Everything was going fine until the solar panels were applied to our home. Three water pipes in our home were broken and they said they would fix them but we’ve attempted calling over 50 times with no response. Do not recommend this company to anyone when we paid large amounts of money and can’t even get a call back after they had told us they would resolve the issue.

Ariana

Highly recommend Ariana. She was very professional, had great energy and personality. She explained everything to us thoroughly and was great on following up with us even months after we got our solar panels.

Avoid SunRun/Vivint Solar - will avoid repairing damage

I've had a roof leak causing water damage to my ceiling since Dec 2021 (over 3 months now). Customer service reps are not able to get the Install team to take ownership and repair the leak. I'm sure mold is starting to form at this point. I've emailed to request tickets with no luck. You'll see a repeating theme across 1 star reviews where the company does not remedy issues/damages. New Mexico's Attorney General sued Vivint for Deceptive Practices and settled in 2021; California probably needs to do the same. https://www.abqjournal.com/2391289/settlement-could-curb-practices.html The Vivint (now SunRun) CEO's email is: david.bywater@vivint.com For California, you can file complaints with the Contractors Board: https://www2.cslb.ca.gov/OnlineServices/ConstructionComplaint/ComplaintFormProcess.aspx

Terrible experience with Sunrun

Our solar system was installed in August 2021. As of April 11, 2022, our system is still not operational. No one from Sunrun is able to resolve the issue including the “engineers/technicians” that work there. It has been over 8 months and we are still waiting to get our system online and operational. If you’re in Texas and reading my reviews, do yourself a favor and give your business to Tesla solar or Eastex solar. My neighbors are very happy with their systems from those 2 companies. Those people know what they’re doing and can get your system online and operational in 1 month. I regret giving Sunrun my business! Avoid Sunrun at all cost!

Worst service

This is worst company. I leave messages and text but my rep doesn't call back or respond. I have to keep calling their customer service line and bc they have phone number assigned to the rep so it keeps going directly to her. I have to call from unknown number to get through. System has not been working for 4 months and can't get hold of anyone, ridiculous. I didn't spent money to go through pain.

The worst customer service company I have ever delt with.

I have had Sunrun for 6 years now, from the very beginning the customer service was painful to deal with. Zero follow through, zero communication and very pushy and rude on the rare occasion you can get a human on the line. In November my inverter went down, they never noticed but I could tell from the sound it was making and of course my increasing normal electric bill. Took several weeks to get anyone out to tell me it was a bad inverter. Now 4 and a half months later there is still a bad inverter and I am fed up with them. I want their system off my house. But I can't even get one of there awful employees to contact me back to get that accomplished. I would never recommend Sunrun to anyone. I wish I could leave less than one star! Do not use this company! Do not use this company! Do not use!!!

Customer Service

God forbid you need to speaker to a person! We had a billing issue that we wanted to resolve, but were put on hold multiple times for over 2 hours (no one ever answered). Left numerous message with no return call. Sunrun’s customer service is below zero!

Very Pleased.

My sunrun experience has been very pleasing thus far. The rep I dealt with, who was a direct sunrun employee laid everything out on the table for me. Showed me what “offset” is and went though my typical power use so that I had a chance to design my solar to the size I wanted. He went over the contract in full with me as well. We did a PPA because of not wanting to spend a huge sum putting solar on the house. Sure, the contract is mainly written to protect the company, as are all solar contracts. However it’s not a bad contract. We’re locked in to a certain price that can only go up 3% each year and we like that. We’ve seen huge spikes in pricing for power over the last 10 years living in ca and have no say in it. 3% isn’t bad at all. Plus we know for the next 25 years what our bill will be. Overall it’s been great and we’ve yet to have any issues. At least 5 homes on our street are using sunrun and they all had nothing bad to say. My only recommendation is to NOT use 3rd party sunrun dealers. We had multiple dealer guys come to our house and offer us sunrun, then if we had any negative feedback they would offer another company. Weird business model to allow these types of employees that are quick to offer another company while wearing sunrun clothes? Stay away from these types and go with a direct sunrun employee.

HORRIBLE

I would not recommend sunrun to anyone. We signed the sunrun contract with 119$ per month for our solar panels. We ended up receiving a phone call from the loan company to go over our monthly loan bill. The loan contract was completely different than what we agreed upon with sunrun. The loan ended up being 134$ per month. I explained to the loan company we didn’t agree upon this. Our sunrun salesman ended up sending us over a loan contract that had a greater apr % than what we agreed upon and didn’t tell us. He didn’t bring it to out attention at all. I reached out to him and he said “we have a few months to correct this”. I ended up reaching out sunrun customer service and they said they can no longer help us being that the payment went to the loan company already. I would not recommend sunrun to anyone. The customer service is absolutely horrible.

Fraudulent inducement

We are strong supporters of the current administration’s push for renewable energy and solar. So we purchased solar panels from this company as they promised us not only the panels, but a Tesla Power Wall as well. So excited about the Power Wall (Big Tesla fans too!) that the rep promised, that we cleared out our basement making room for it. Cost about 16 hundred to clear out, haul away and upgrade panel. Even showed their tech, per their instruction, as to the best spot for it. Upgraded our panel in anticipation for the Power Wall. Guess what? Almost 2 years later - no Power Wall. The initial rep, totally unscrupulous, making a pitch about the Power Wall only to reel us in. The signed contract thrown out because no Power Wall. Tried to get the guy on the phone but he would only text. Then he got short and curt with me basically saying too bad, no power wall for you. Finally, he turned me over to his regional manager which has been a SLOW WALK from Hell. Every excuse known to man has been used to exasperate us and wear down our persistence. Soooooooo sloooooooow and all intentional to get us to go away and give up. Beyond annoying. All I say is yes, we believe in solar in spite of this company’s shady business practices. Highly recommend DON’T use them and do your research. Heard they are re-organizing and will probably change their name. If you can, go with Tesla.

Nightmare

8 months for the flawed installation- which was sub contracted out to Freedom Forever … hundreds of broken tile; trash and nuts/ bolts left on the roof … then came the rains and multiple leaks. After all that, Sunrun determined that the entire 4200 sf roof need to be replaced (which they had inspected and approved pre-installation). After 18 months of production, it died in December of 2021. When the bills started to roll in early February, I brought this to their attention and they indicated that they had no technicians available so would contact Freedom Forever for service. FF indicated that they couldn’t get a technician out to service it until March 14th. I waited all day - no show. Today is March 26. I’ve logged 5 calls this week - 3 to Sunrun and left 2 messages for FF. Nothing - still no service date. The worst service experience I’ve ever had to endure.

Sorry they took over my contract

I originally had my solar installed by Vivint and, despite kind of suspecting I got ripped off in terms of installation costs, I was happy with my solar system and the savings that I enjoyed. But then Sunrun took over Vivint's contracts about a year before I needed to replace my roof. Vivint had committed to taking down and reinstalling my panels for about $500 when the time came for a roof replacement. Sunrun is now telling me that it'll cost $170/panel- or $3400 for my 20 panel system. Given that the cost for a new solar panel is only about $300 each, I think this price is completely unreasonable. I also felt that their customer service when I called was frustrating. The person barely understood anything I said and it was painfully obvious that they were reading a script. There was no chance of personalized care and I would probably have been better off navigating a phone menu. Sunrun's system maintenance is beneath contempt. My system hasn't been able to report status to their office for months and they haven't done anything about it. They don't even seem to care. How do they know I'm not having an issue with my system? There's no way for them to know. Do get solar panels. It's totally worth it, and it'll pay for itself. Don't get solar panels from Sunrun. When I sell my house this spring and I'm looking for a company to install panels on my new home, I won't even consider them.

Do not under any circumstance use this company

This is the biggest scam ive ever been involved in. Filled with empty promises, and an empty bank account. My system was apperently down for months and not a word from the company. I still got a bill every month till winter hit and i noticed something off. Come to find out half my panels were not working and the were charging me an "estimated production" cost. So they charged me for electricity i didnt recieve or use meanwhile i had to still pay my electric company on top of that. They never said a word or made a phone call about my panels not working just sat back and collect free money that i worked for. Once i finally got a hold of someone it took forever to get them to come fix it, again still charging me every month. I had to threaten a lawyer just to get compensation for the months i over paid since my system wasnt working. I still did not recieve full compensation and because i have a lease i cant get rid of the panels. Total rip off company DO NOT GO SOLAR ITS A SCAM AND THEY WILL TRAP YOU AND TAKE YOUR MONEY!!!

Horrible Service

I had solar put on 8 months ago. Took 5 months to get it running. Now I am being billed by Sunrun and the utility company for the full amount of usage. Both meters are running at the same time. Sunrun will not answer my emails or my calls. Like many of you, when you do get through it is someone from India who cannot speak clearly. They also see to be reading off a script and constantly repeat themselves. I have reach out to the salesman who sold me this package of BS. He now is not returning my calls. They are taking money out of my account every month, but not providing me with an invoice. I was told that their invoice software has issues. I am so angry that I allowed them to put solar on my roof. Will be taking further action with the horrible company.

Horrible Customer Care...Never get it!! Negative Stars!!!

1. Had to wait 3 months for a tech to respond to look at our roof leak. 2. They closed the case, without any clarifications given to us. 3. Have to wait 2 hours to get a supervisor on phone. 4. Once they realize its the same customer, that you previously couldn't answer their questions, the supervisor hangs up on you. 5. No one has answers, not the agent who picks up the phone, not the supervisors!!! Basically No help! Worst company to deal with. Saw the reply from Sunrun to other reviews, stating please call the customer care.... for what to wait on hold for another 3 hours?????

SCAM- do not buy

This is a SCAM. We were told by this company that we will get 26% of the solar panel cost back from the government on our tax return, which is ($8,000) After filing tax, we saw that Fedral owe us $8000 but we did not get it. Later we realized that if we owe money to the Fedral on our tax, the Fedral will forgive that money up to 8,000$ But if we do not owe money to the Fedral in our tax , so we will not get any money back from the Fedral. ( So WE LOST THE $8,000) Is it a SCAM ? We will get a lawyer. Solar sun never explained that.