Sunrun Inc.

Dear Sunrun Team, I am writing to report a serious issue regarding the solar panel system installed at my property. When we first met with your sales associate, we were told that Sunrun would install a system designed to cover approximately 96% of our electricity usage. This was based on a proposal of 18 panels with an estimated annual production of 9,300 kWh. However, the utility company later informed us that the maximum allowable annual production should not exceed 8,100 kWh. As a result, Sunrun reduced the system to 14 panels, stating that the revised system would produce approximately 7,500 kWh per year. After the township inspection, the final rebate documentation clarified that each installed panel produces only 410 kWh annually. This results in a total system production of approximately 5,700 kWh per year—covering only about 70% of our electricity usage, not the 96% originally promised. This discrepancy is significant and does not align with the expectations set during the sales process. I am requesting a prompt review of this matter and a resolution that reflects the original commitment made to us. We addressed this matter with our sales representative, who informed us that she would contact her manager and get back to us. unfortunately, since that conversation, we have not received any updates, and the issue remains unresolved. We kindly request a prompt response and a clear explanation of the situation, as well as next steps to resolve this matter.

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I deeply regret choosing Sunrun. After Sunrun installed solar panels on my home, we began experiencing a roof leak that did not exist prior to their work. Despite multiple repair attempts by Sunrun and their contractors, the leak has never been fully resolved. Each time it rains, the leak returns — causing ongoing interior damage and stress. What’s most frustrating is the lack of urgency and accountability. Communication has been inconsistent, follow-ups are slow or nonexistent, and repairs are treated as “temporary fixes” rather than real solutions. During active rain, water continues to enter my home, and we have now discovered mold forming on our ceiling as a direct result of the unresolved leak. I have had to escalate this matter through formal complaints and mediation just to get attention. No homeowner should have to chase a large company this hard to fix damage caused by their installation. Sunrun markets peace of mind and professionalism — but my experience has been the opposite. If you value your roof, your home, and responsive customer service, I strongly recommend doing extensive research before signing a contract with this company.

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I am a New York customer and experienced extended system underperformance and non-production during 2025. From February through September 2025, my system recorded zero or near-zero production for multiple billing cycles. During this time, automatic monthly lease payments continued without suspension. I did not receive proactive notification that the system was not producing. A technician visited on September 29, 2025 and indicated the system had been malfunctioning for most of the year. Production resumed after that service visit. After multiple written requests to customer care to open a case and review the issue, a credit was eventually applied. However, the resolution did not fully address the impact of the prolonged outage for the following reasons: • Billing continued during documented months of non-production. • The credit calculation was not clearly explained. • It did not appear to fully reconcile all zero-production months. • It did not address increased utility charges incurred during the outage. • There was a significant delay between internal awareness of system failure and repair. Sunrun promotes system monitoring and a performance guarantee. In my experience, monitoring did not result in timely notification, billing was not paused during non-performance, and resolution required repeated follow-up on my part. Consumers should carefully review how monitoring, billing, and performance guarantee provisions function in practice during extended outages.

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Worst company to deal with glad see attorney general in CT is suing them hopefully he wins and NJ goes after them they destroy your roof and hardly work

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I am 61 years old and my spouse is 70. Their salesperson, Frank Edwin, pursued me for about a year, beginning in 2024. He first came to my door and spoke with my husband, who directed him to speak with me instead. I was hesitant from the start because I didn’t understand their product or how it was supposed to benefit me. Frank told me this was a State government program offering “free” solar to qualifying homeowners and that approval wasn’t guaranteed. When I still didn’t agree, he added pressure by saying the program would end in September 2024 and that I’d be missing out on savings—especially since, according to him, New Jersey imports energy from Canada and prices would continue to rise. At the time, I was on PSEG’s equal payment plan, paying about $300 a month. He reviewed my bill and insisted solar would significantly reduce my costs. He explained that I would have to upgrade both the roof and electrical panel for the install. I told him I didn't have the money. He told me the state would help offset the cost. I still didn’t understand how the company made its money, so I told him that if the program was still available in 2025, I might consider it. Honestly, that was just my way of ending the conversation. But he returned in February 2025. Around that time, my spouse had mentioned wanting to retire in 2026, and with kids still in college, I was trying to find ways to reduce expenses. I told Frank that if my electric bill could drop to around $200 a month, it would make a real difference. He assured me I would “most certainly” be better off. The reality has been the opposite. I was removed from my PSEG payment plan, and now my winter energy bills run $450–$500 a month—before adding the Sunrun bill. Altogether, I’ll be paying $450–$600+ in the winter and likely $200–$250 in the summer. Where is the savings? When I contact the company, the only response I get is, “Did you read the contract?” I’ve since learned—through an exposé—that around year 20–25, Sunrun can claim the New Jersey rebate and even take the panels, which supposedly have a 45‑year lifespan. By the end of all this, I will have paid over $50,000 for panels I may not even get to keep. It feels incredibly deceptive, and I don’t understand why the state is silent about it. If any lawyer reads this, please contact me. I can provide the full story.

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We started this journey and someone would call back ASAP> Now that they have installed, we can never get someone on the phone. System battery (Telsa) went down, and electricity never went back to COMED. We were without for several days. The customer service reps did not care. As a work from home person with small child, we had to get a hotel room that SUNRUN will not repay us for. I am still getting bills from COMED and SUNRUN is also automatically taking from our account making our monthly electric bills over $300 a month. All they do email and send text messages. When you ask for a call back, they email. You can never get management on the phone. And still to this day we are having battery issues and system issues that according to them they are aware of but no resolutions in sight. I DO NOT RECOMMAND THEM AT ALL!

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If you need solar for your house, don’t ever use Sunrun , they are a bunch of crooks.don’t trust their salespeople especially especially Simon Chen, his phone number numbers is 310 779 2537. I am paying for them and Edison at the same time, it cost me more now then when I was paying Edison by itself, be careful don’t let them steal your money

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My Sunrun system was installed in October 2025. It has now been three to four months of back-and-forth correspondence, and my core concerns remain unresolved. At present, I am paying two bills simultaneously: • A fixed monthly payment to Sunrun, which does not decrease regardless of usage • A utility bill, which also does not meaningfully reduce even when my electricity usage is low This outcome directly contradicts how the system was sold to me. Using Sunrun’s own design estimates: • Estimated annual production: 11,230 kWh • Estimated annual usage: 13,622 kWh • Estimated offset: 83% By design, I must still purchase approximately 3,500 kWh per year from the utility. This makes representations of a total bill “cap” mathematically impossible. During the sales process, I was explicitly told: • My effective electricity cost would be approximately $0.10/kWh • Excess energy would be sold back to the grid if my usage was low • My total monthly bill would be capped at approximately $210 These representations do not align with: • The written contract • The actual system design • My real billing experience Even under conservative assumptions, dividing a typical annual fixed Sunrun payment by 11,230 kWh results in an effective cost far higher than $0.10/kWh, with no mathematical path to that figure. In addition, the 2.99% annual escalation significantly changes the long-term economics of the agreement, eventually increasing my fixed payment toward $400–$450 per month, while utility costs remain uncapped and savings are not guaranteed. This impact was not clearly disclosed at the time of sale. Further, when my electricity usage is low (including periods when I am away), my Sunrun payment remains unchanged, and excess production does not meaningfully offset my utility bill. This contradicts the explanation that lower usage would financially benefit me.

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Very horrible experience, I sincerely felt taken advantage of. Over promising and under delivering. I was promised an incentive after is signed up, two months later, nothing. I am to put in my reps words, bothersome, I hound him for what was promised to me I will make sure that everyone know what type of company you are, I have been asking for a supervisor for two weeks for a call back and agin, nothing. I will be escalating this to the bbb and other rating agencies I can contact, this is overwhelming and highly disappointing.

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I had a very disappointing experience with Sunrun, and I would strongly advise others to proceed with extreme caution. The sales representative, Derrick, explicitly told me that my electric bill would be cancelled once I went with Sunrun. That was not true. My electric bill did not get cancelled, and I was left dealing with unexpected costs that were never clearly explained upfront. On top of that, Sydney from Sunrun never responded to my messages. No follow-ups, no explanations, and no effort to provide basic information or resolve concerns. The lack of communication and accountability is unacceptable. What makes this worse is that the company seems more focused on locking customers into long-term contracts (around 25%) than being honest and transparent. I would much rather work with a company that tells the truth than one that relies on misleading claims to close deals. To make matters even more confusing, I received conflicting information from different reps. One representative told me that my bill would show exactly how much energy my home is consuming, while others failed to explain usage clearly at all. There was no clear breakdown of energy consumption, which is critical when making a decision like this. Overall, this experience felt misleading and unprofessional. Between the false promises, poor communication, and lack of transparency, this company has been the absolute worst to deal with. I would not recommend Sunrun to anyone looking for honest solar solutions.

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