Review for Sunrun Inc.

03/02/2026
Upset Customer Moreno Valley, CA

Customers aren't important

Our system stopped operating due to a mechanical issue. Our contract includes monitoring services by Sunrun, and according to their own staff, their system detected the issue in June 2025. A case file was opened but never assigned to anyone. Because the issue was not addressed, the system shut down completely in August. I only discovered the problem in December when I checked my Edison true-up bill (our cycle runs August–July). The bill was extremely high, more than I’ve ever paid in an entire year. When I contacted Sunrun, a case manager found the original June notification. They scheduled repairs (which took about a month), and I was told to contact billing afterward to request compensation. It is now March 2, 2026. It took two technician visits to get the system running again, and I have been paying high Edison Tier 2 (or higher) rates for six months without solar production. Sunrun’s compensation offer was a $75 credit and waiving the repair fee for their own system’s mechanical failure. When I questioned why monitoring did not prevent this, I was told that monitoring is only a convenience and that I should be checking the app daily myself. Because I did not notify them sooner, they claim they are not obligated to compensate me, citing contract language that production is not guaranteed. To be fair, I did not pay Sunrun during the months the system wasn’t generating. However, I incurred significantly higher SCE electricity charges as a result. I accept responsibility for not noticing sooner, but having a monitoring service in my contract, only to be told it’s essentially my responsibility to monitor daily, feels misleading and demonstrates poor customer service.