Sunrun Reviews
9.1
Overall Score
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Megan Telford, PA
They will not get my business because they were rude and pushy! They contacted me and I asked to view their website and discuss with my husband. I said to give me a week initially and they got pushy wanting to give me a quote. I said that I will check out their website, discuss with my husband and then contact them. This was yesterday. The woman tried to insist on getting my information and I firmly said that I will not even entertain the idea if you don't stop pushing... well today I had 2 texts and 4 missed calls. My phone kept going off during a procedure! NOW YOU LOST MY BUSINESS AND I WILL NOT BE REFERRING.
5 years ago
michele lomangino Staten Island, NY
I couldn't be more unhappy with this company! The reason we decided to sign up with this solar company is because their salesman assured us that if there were any issues with our system, it would be fixed immidently. This couldn't be more further from the truth. Two days after my panels were turned on, an error message appeared. We called the company to let them know. We were told that someone would call us back in two days. Two days later we were given an appointment for two WEEKS later! I put in a complaint to speak to a supervisor to address the fact that my system will not be looked at for two weeks. Not only did no one call me back, no one came to look at my system on my appointment date! When I called to speak to a supervisor I was finally given an appointment a week later. The person who came did not call us with any information. The next day the error light was on a again. That was June 6th. Today is June 12, still no word from SunRUn. When I complained about this to the supervisor I was told that he was unable to fix the problem and needed to come back with more people to help him. I asked when that appointment would be. I was then told that my expectations were too high for having the system fixed in a timely manner. I was told that they are a California based company and have little manpower in NY. That is the complete opposite of what I was told when I signed up. I still have no appointment date for when someone is going to fix my machine. My husband has had to reset the system everyday for the month that we had it. Stay away from this company!
5 years ago
Michael W. Bakersfield, CA
Sunday, May 12, 2019, our Nest thermostat indicated a problem with power supply to our A/C unit. Checked our new electrical service panel. A circuit breaker for the A/C unit electrical power was tripped and would not reset. Thereafter, discovered that the breaker in the NEW electrical service panel, installed by SunRun/Infinity around August of 2018, was not properly installed!!!!
The circuit breaker terminal for the A/C was LOOSE causing a dead short.
A number of other circuit breaker terminal screws were LOOSE as well.
Additionally, the breaker for the A/C unit, installed with the new electrical service, is a 70 AMP breaker. The A/C unit technical specifications plate, clearly and permanently installed on the A/C unit, calls for no more than 50 AMPS. Our electrical service circuit breaker for the A/C unit installed by Infinity/SunRun, is up sized 20 AMPs more than CODE.
NEVER UP SIZE A CIRCUIT BREAKER
Up-sizing a circuit breaker or fuse will cause the circuit wiring to over heat.
Overheated electrical wiring will create a serious fire hazard.
Overheated electrical wiring could easily result in a serious fire!
ANY electrical issue with our A/C unit that increases the amperage load would have to exceed 70 amps instead of the CODE value of 50 amps. That can result in enormous overheating AND FIRE. As soon and possible, arrangements will be made with our electrical contractor to change the breaker to CODE.
Monday, May 13, 2019, called the SunRun customer service line (posted on our new electrical service) at 855-478-6786. They committed to having someone contact me by email and/or sending a local technician, if in the area. Provided my email address,/phone. Did not receive a call or follow up on Monday or Tuesday or any day since.
May 13, 2019, called our trusted A/C contractor, who, on Wednesday, May 14, 2019, analyzed the problem, tightened the terminal screws and recommended installing a 50 AMP circuit breaker.
Today, Wednesday, May 15, 2019, chatted with the online customer service rep who committed to having a service manager/tech call me. Told online customer service rep not to bother; I will have this fixed at my own expense. If they want to contact me so I can show them video and documentation, fine. For the time being, SunRun and Infinity services credibility is cratered, gone, finished.
Loose circuit breaker terminals, up sized circuit breakers. To some, may not seem to be worth complaining about. If you know the dangers of over sized circuit breakers AND loose terminal connections; if you realize that your house could be subject to dangerous overheated wiring and electrical devices, your hair would be on fire too.
5 years ago
James
More knowledgeable staff regarding layouts, online interaction was great. Seamless integration from sales force to order stage. Awesome working through Costco for the sales.
5 years ago
Donald J. Midlothian, IL
Sun Run jobs out the install to various companies. In October of 2018 the installers began installing our solar panels on our garage. And while that was in progress the the grid hookup was being readied for final connection. So until now everything was going well. It was what happened next that began the downward spiral. The installer presented me with a manifest for my signature to sign off on. It was at this time I asked; what about the solar panels that are supposed to be installed on the house. It was getting late at point and the installer informed me that, they would be out next week. Since it was a Friday I agreed to allow then to return and complete the task. So I signed off on what had been completed. Little did I know that that particular company was to no longer doing installs for Sun Run. Our salesman informed us that following week. So as time went on we stayed in contact with our sales rep. He continued to a sure us that the panels would be installed. Well winter set in and one reason or another, the panels still had not been installed. It is now March 04th 2019 I received a phone call asking me, what would be a good time to come out and install our panels. We set a date for March 19th 2019. On March 5th Sun Run sent me a cancellation email. I called the number that they gave to call if there had been an error in the cancellation. I called our sales rep. as well as Sun Run. Everyone told us that the cancellation should not have happened. So phone call after phone has lead me to the same answer from Sun Run."you didn't cancel, that should not have happened". I've called our salesman so many times that, now he no longer communicates with us. All we want is our solar panels installed as agreed upon. And the money that is owed us for the referrals. It seems like no one wants to even attempt to complete the agreement.
5 years ago
Brent Houston, TX
I spoke initially with one salesman. He seemed professional and was willing to provide information. I have done extensive independent research. When it came down to pricing he simply refused to give me the pricing for the different options, and was really only interested in pushing me into the leasing option. Finally, after arguing with him to end the call and email me the information he said he would. After a week and not receiving any information about the different purchase options I called and a new salesmen, contacted me. He was only slightly better. Still wanted to push me into the lease program even after being informed I wanted pricing information for all options prior to the meeting he did not have that information. I understand SunRun has a business model of essentially building it's own grid keeping ownership of the equipment and receiving the tax benefits. But when I tell a salesman I am interested in owning the equipment myself I expect that information to be provided, and not have to fight with a salesman to get the information. I understand solar is expensive and am not going to be shocked by the price tag. The company seems automatically shady when salesman actively try to hide the ball. Also the salesmen pushed meeting times assuming I was available when they did not realize they had another meeting, and on one meeting I never even received a call. Very unprofessional company in my opinion.
5 years ago
Reply from Sunrun
Thank you for your feedback, Brent. We certainly can understand your frustration with the lack of communication you've encountered. On average the total cost of solar installation can be between $15,000 to $29,000 for average sized systems sized between 4kW and 8kW.2 Sunrun solar lets you get started for as little as $0 down and helps you lower your electric bill. If you want to own your system, we do that too. If you choose to buy your system, the graph shows an average breakdown of costs of residential solar panel installation.
Apr. 18th, 2019
David Larsen Phoenix, AZ
Sunrun is either a very dishonest company, incompetent, or both. First of all, let's address the nondisclosures. Prior to my agreement with Sunrun, I had a flat payment plan with APS of $154 monthly. I paid a flat fee of only .13/kWh any time of the day. No one in Sunrun or with APS ever bothered to mention that once I connected with Sunrun I would lose my flat rate. Now electricity from APS costs me more than 4 times the .13/kWh rate between the hours of 3 & 8 p.m. Needless to say, those are the hours I need it most. In addition, the Sunrun rep told me that my lease fee would be a flat rate of $117/month, a presumed savings of nearly $40/month. They even bated me with the notion that I would be generating more electricity than I would be using, and APS would have to PAY me for the excess. In reality, in the winter months when my actual bills used to run less than $90/month, when I use no A.C. and very little heat, my actual APS bills have still been over $70/month ON TOP OF the $117/monthly lease. And, oh yes, they also failed to mention all the fees charged by APS in the transfer and monthly thereafter. And even though it may seem minor, they further failed to mention that the only way to achieve the $117/month fee is to set up automatic withdrawals from your checking account, or there's another $7.50 monthly charge on top of everything else. Those automatic payments, by the way, are not always convenient because I get paid biweekly and my paychecks do not always fall during the same time of the month. My actual electric bills in the summer used to be in the $300/month range (though I was able to pay $154 on the level pay plan) so I shudder to think what my new bills will be when I'm now paying a total of close to $200/month in the winter months when I use the very least electricity of the year. To top it off, it took Sunrun nearly 3 months longer to get my electricity switched over to solar than they initially indicated. And don't forget, if you go with the 20-year lease plan as I did, at the end of the process, Sunrun still owns the panels and you have nothing to show for your purchase but higher electric bills, and less convenient hours of usage. Knowing what I know now, I would never have signed the agreement. Never.
5 years ago
Reply from Sunrun
Thank you for your communication David L. We are saddened to hear you are not satisfied with your experience. Please private message us your contact information, we want to take the opportunity to turn this experience around.
Apr. 18th, 2019
Jeff D Scottsdale, AZ
Lesson learned. If you prepay your entire array, sunrun has no incentive to service you.
I had a small array, about 25 panels installed. Sunrun was the ongoing service provider. After 2 years, I’d lost nearly half of the panels. I called and called. It finally took an attorney to remind sunrun of their contractual service obligations. It was a 6 month grind of a service call that took a day to replace some cables. I can’t believe so many here have good things to say about their service. Perhaps it’s because being prepaid, there was no ongoing revenue, only liability and sunrun paid little to no attention to what the contract stated.
If you’re going to prepay, be careful with your solar company not
5 years ago
Reply from Sunrun
Hello Jeff D. Thank you for your communication in regards to your product type. Prepaid has many benefits, you prepay for the energy upfront and Sunrun still monitors and maintains the system for the life of the agreement. We apologize if your system was experiencing service issues, we would like to review this with you in detail. Please provide us your contact information and a Specialist will reach out to you.
Mar. 27th, 2019
Brian Hopedale, MA
Our ordeal started with Sunrun late July 2018. We were accepted the proposal of 41 panels and was told 3-4 months top before activating. It is now March 1,2019 and our panels are on the roof but are still not activated, almost 7 months later. Email the Rep and the electric company is blamed and does not seem to care. He is very good with a politically correct response. So far I have no idea if and when our panels will be activated. I have friends who work for Sunrun which is why we choose them, we are beginning to regret that decision. I have friends who went with another company in Massachusetts and started their project well after we started and are up and running. At this moment we are very disappointed with Sunrun!
5 years ago
Reply from Sunrun
Hello, we are extremely saddened to hear this was your experience. This is not how we do business. We will share this experience with our leadership team, thank you for your communication.
Mar. 5th, 2019
Rick Pleasanton, CA
Six years ago we signed up and before long I had 13 panels on my roof…and a hole in the wall of my garage above the fuse panel. “We’ll be back to patch that next week, Sir.” Still waiting by the way…
To their credit, my system was tailored to our roof. Each panel had its own inverter, rather than having all the panels feed to a single inverter. That way, when the shade of our neighbor’s trees blocked a panel or two, the system still made power. Sounded great in theory. But here’s how it all works:
I used to pay around $200 a month to PG&E. That included power and a little gas, like most people. Now, I pay a minimum fee to PG&E, around $50, which still includes a little gas, and about $105 to Sunrun. Sounds great, right? Not so fast. Then comes the “True Up.”
You see, at the end of the year you have to pay PG&E for the extra power you used over the course of the year, IE the power you used beyond what your panels made for you and this is paid in ONE BULK PAYMENT…during the holidays no less. First year, my true up was nearly $800!!! This year, more than $1700 !! Oh you must use more power, you say? Actually, NO! Its because I STILL have to pay the rising cost of PG&E because my Sunrun system is GROSSLY under powered. How bad, you ask???
Right after the system was installed, my youngest child started school and my wife became a full time teacher. So there was no one home during the day anymore using the heater, lights, TV, etc, which amounted to using less power than the prior 12 months of PG&E usage that Sunrun had used to size my system prior to install. AND STILL, its never made enough power to accommodate our monthly usage, let alone “spin the meter backwards.” BUT WAIT, it gets better!
In 2016, I tore out 1200 feet of carpet and laminate flooring in favor of hardwood floors. To do so, we spent a month living with my parents, spending our weekends tearing out the old flooring, carpet tacks, etc. This meant we UNPLUGGED our appliances so we could gut the house, repaint, etc. In the month I DIDN’T EVEN LIVE HERE, I STILL DID NOT MAKE ENOUGH POWER and added to my True Up!!
So here I am, stuck with a Sunrun system that costs me more money every year, serviced by a company who WILL DO NOTHING to fix the problem, because I’m under contract and THEIR STILL GETTING PAID.
5 years ago
Reply from Sunrun
Hello, Rick, we are so sorry to hear about your experience this is not the Sunrun norm. Please private message us your contact information, we want to take the time to review your case and make this right! We want our customers to be happy, you are doing a great thing by helping us create a planet run by the sun. If there are any issues we want to help you!
Mar. 19th, 2019
Robert Smith Colorado City, CO
Caller explained system and asked my a number of questions with the last being, "What is your monthly bill." I told him and he said, "That is below our threshold for a system that will pay for itself" or close to those words. He thanked me and we both hung up. A waste of both our time. You should have a "N/A" choice beside 1, 5 & 6
5 years ago
Reply from Sunrun
Hello Robert S. Thank you for initially taking the time to provide us your information. We know that time is valuable and we appreciate every minute. If you would like for look over your opportunity once more feel free to private message me your contact information.
Feb. 20th, 2019
Tim Sun City West, AZ
When I asked what I needed to do to transfer my lease I was told the Buyer & I both needed to sign & date a intent To transfer form. that was done on November 24th & Faxed by the title company the next day. Sun Run said the transfer process is fast & easy 2 or 3 days to complete. NOT!! After several phone conversations with Sun Run I was told that they couldn't find some of the information from the title company & I should postpone my closing till they got the paper work done. Really!!! It was a cash sale & the only stipulation was I needed to close in 30 days so they would be in for Christmas. Everything was completed except Sun Run couldn't do the title transfer in 25 days. What happened to very easy in 2 or 3 days Sun Run?? transfer completed on January 3rd. Then Sun Run Wanted me to pay the lease through 15th of January because they can only bill for the 15th or 31st. Figure that out. I give Sun Run F- not good service for me. I won't be doing any more business with Sun Run.
5 years ago
Reply from Sunrun
Thank you for your feedback, Tim. Our aim is to provide a customer experience that meets your expectations! We are so saddened to hear this was your experience with our Service Transfer team. This is not the Sunrun norm and will be sharing your experience with our leadership team.
Jan. 25th, 2019
Jerome McEvilly Algonquin, IL
Before we signed up with Sunrun, we were assured by two different employees that our Sunrun bill being $63.00 and our electric bill averaging $18.00, for a total of $83.00 a month.
We were also assured that signing up to transition to solar (in October in Illinois) would not affect our bill, that we would start earning credits as soon as it was turned on.
Our November bill from Sunrun was $63.00 and our electric bill was $91.00.
When we called Sunrun, we were told that we would continue to have higher bills because we don't have a lot of sunny days during the winter in Illinois. This is not what we signed up for. We are now paying $20.00 a month MORE with solar!
When my husband spoke to Mario, a supervisor at Sunrun, he was told "Obviously, you are not liking what I am telling you, so I will not escalate your request any further".
When my husband said that we should have waited until Spring, Mario's response was "There's never a good time to start up, it takes a while to start earning credits".
So sorry we made this decision! BUYER BEWARE!
5 years ago
Reply from Sunrun
Thank you for your feedback. This is not the Sunrun norm and we are saddened to hear this was your experience. We will share your feedback with our sales leadership team. If you would like to review the issue in detail, please feel free to private message us.
Dec. 26th, 2018
Alison Mountain View, CA
I purchased from REC solar in 2006 a 3.3KEV system.
Fronius inverter quit after 5 years and got replaced after a week. Another 2 years later inverter quite again this time one board was replaced.
Now 2018 inverter quit again with error 475- "replace me"
I now found out that SunRun is the company I have to deal with.
After 2 weeks of calls and no records in their system beside my home phone number I'm giving up. Promising calls through a third party and creating my online account with no information, I conclude like others that their customer service is very poor.
I purchased a new Inverter through a different company but now also found out that 2 of my panels are not performing and should be a warranty issue for SHARP. You think that your original installer would work with you on this.
But again no phone and service requests returned from SunRun.
I'm on my own again.
5 years ago
Reply from Sunrun
Hello Alison. We are so sorry to hear this has been your experience, this is not the Sunrun norm. We want to make sure we are addressing your service issues in a timely manner. As well as making sure we have seamless communication with you. The manufacturer warranties are 3rd parties we work with and we apologized if there were delays caused because of this. Feel free to provide us with your contact information and we can further investigate this!
Dec. 19th, 2018
Bob Lobach Morgan Hill, CA
As someone else said, RUN away from Sunrun. I have been waiting Since October of 2018 for a new inverter. No one ever calls back, I have called the manager in my area, she knows nothing, the service people will not talk to you, you have to go through a third party, this person wants you to sign a contract, but cannot tell me what or why I am buying a certain product, and I am told only the service department can tell me about the inverter, however, I cannot talk to the service department I can only talk with the third party. I have also called Denver and San Francisco, the headquarters. No help, no luck, all they care about is the big money for the sales, after that your on your own.
5 years ago
Reply from Sunrun
Hello Bob L. Thank you for your communication, we are currently working on finding a replacement inverter. We want to make sure it is compatible with the existing system. Jay your Case Manager called you and left a message December the 3rd to give you updated information. I will let him know to reach back out. We are so sorry about the delays. This is not the Sunrun norm.
Dec. 14th, 2018
Glen The Bronx, NY
Solar leasing is a modern-day pirate operation as for my experience with Sunrun I bought my home and took over the lease from the previous owner big mistake beware anyone looking to buy a house with solar install that’s being lease. You might just be picking up a leasing bill that has absolutely no benefit to you once these systems are already setup and installed. I never seen saving in anyway in five years. I show my neighbors and anyone who ask me about my solar my lease bill and electric bill. They are shock that they pay less than me. The best explanation I got according to Sunrun representative for why I might not be seeing savings is because the system was not designed for me but the previous home owner. I am activity inquiring ways to benefit and save. The best option would be to add a battery or power storage to my solar according to third party solar contractors I spoke with. The best sun-run can do according to a representative I spoke to is offer me another lease because they won’t add a battery to the system I have, but I can do so using a third party which would void my warranty according to their customer representative. Solar leasing business clearly isn’t an operation grounded on satisfying consumers but stricken to profit because form my research they are buttery / power storage systems that come ready to be integrated into older solar system. From my personal point Sunrun don’t want me to save because they own the right to sell the power produce by the solar I am leasing from them which is then sold back to me by the same power company they are selling the power to. Solar leasing needs regulation!!. Leasing companies holding the right to sell is not good for consumers. VERY UNSATISFIED CUSTOMER there would have been no star for this post if I was not forced to select one.
I sincerely write this review I inform. At the time when I bought my home there was not much information out there for me to properly assess the idea of buying my home with solar installed I took a chance. Am fortunate that I can carry the extra cost to my finance.
5 years ago
Reply from Sunrun
Thank you for your communication, Glen. We can understand that you feel frustrated with the current savings you are receiving after purchasing a home that already had solar installed. Moving is already stressful enough, we understand the way you feel. We want to apologize for any inconveniences caused during your Service Transfer. Even if the system was not designed to your specific usage it's still beneficial due to the following reasons; you're creating a better environment, and second, even if the system is not big enough to cover your usage 100%, you are still saving. You're saving because the kilowatts Sunrun produces are priced at a lower rate than the utility company's rate. Due to the system warranties we highly recommend you do not add 3rd party equipment. It would void the manufacturer warranties, as well as our warranties. This is due to Sunrun maintaining the system for the life of the agreement(20 years). We also want to address your concerns on how the energy is sold back to the grid. Once you go solar, your utility company will begin billing you as a "net energy metering" (NEM) customer. This means instead of billing you for all of your electricity usages, your utility will bill you for the difference between system production and how much total electricity your home needed for the month. For example, if the system generates 400 kWh of solar electricity and you used 600 kWh of electricity in your home, your utility company will only bill you for 200 kWh of electricity. What we recommend is to run a savings analysis at the end of the solar year. Please private message us and we can answer your questions in detail.
Dec. 13th, 2018
Dina Ritz
Everything started out fine and we've been going through the preliminaries for the installation. Prices were good, people were great. Then a month later after the roof is inspected they call and say they can't get approval for a solar roof on our house because there isn't enough room. They could have said that in the beginning instead of waiting weeks to tell us and then calling it off. Incidentally, no other solar company (out of four we have had inspect) has said there isn't enough room, just Sunrun. They sat in our living room and did the mockup and had no problems then so there should have been no problem.
5 years ago
lnahigian Murrieta, CA
Sunrun replied to my earlier comment, and I am respinding. As stated, I wanted to read the contract, but was discouraged from doing so. The contract states it only covers about 80% of the average utilities that were being used, so we still ended up paying electrical bills. A big part of going solar was to save money, but an increase of 5% per year means that my solar payments will be more than double by the end of the contract, and it is a lease. That screws us because at the end of this horrible contract, we won't own the system, plus, by leasing the system, Sunrun collects the rebates. The practices during this process were shady at best. The people who gave Sunrun high marks clearly haven't read their contracts and are only reflecting on a smooth salesman. If this system allowed a 0 rating (or negative), I would do it. I've owned homes for 23 years, and my electrical costs have not increased at the rate this solar contract will increase. THIS IS COSTING ME MORE MONEY THAN I WOULD SPEND WITHOUT SOLAR. Not only will I never recommend Sunrun, but I will tell people to avoid Sunrun at all cost. They are a rip off. On a final note, this system is attached to our jointly owned home, so this contract should never have been completed with only my husband's signature, but Sunrun has found a way to circumvent this, too, which just adds to their deceptive practices. The customer service department was not at all helpful with resolving this.
5 years ago
Reply from Sunrun
Helloo Inahigian, thank you for your feedback. We apologize you were not reached out too, this is not the Sunrun norm. Your Sunrun rate is lower than that of your utility, that means you'd be paying even more for your current usage without solar now and in the long term of your solar lease. Our aim is to provide a customer experience that meets your expectations! This begins with our unwavering dedication to make sure the agreement transparent as well as our solar rates.
Oct. 16th, 2018
David Kiefer Chandler, AZ
I am still trying to get Sunrun to get my system producing power as it should. During installation the foreman stated there was a problem and he would have to come back and sort it out. That was one and a half months ago. Since then the utility company signed off on the installation but the system is only producing about 25% of the power it should. One inverter won't come on at all and one is producing about half the power it should. It appears Sunrun is stretched too thin and we have not been able to get anyone out to look at the system after one month of complaining. We get a lot of calls from the salesman, project manager and installation coordinators but no one has actually showed up to fix the system.
5 years ago
Reply from Sunrun
Thank you for your feedback. This is not the Sunrun norm and we are saddened to hear this was your experience. We will share your feedback with our sales leadership team. If you would like to review the issue in detail, please feel free to private message us.
Nov. 17th, 2018
gina Herbert Dallas, TX
I started the process with this company and was told by my salesman Darren in June that my electrical panels would be done and the repairs regarding, also I would be given back my money regarding the switch fee for the power company. This has not happened. I was also told that I could contact customer service any time for help or questions. This is not accurate at all. Like I said my process started and June last month they finally finished the repairs last month. This only happened because I had to go to Costco and request that they contact sunrun. I called my sales man Darren from June until our last communication in August 9th. He didn't contact me again until I refused to have the panels installed. Before that when trying to reach sunrun after months of emails, calls and unanswered texts. I was contacted by someone named Jill who was the rudest person on the planet she in essence told me that I would not be refunded the the change fee at all. So I was lied to and in essence when they thought my sale was in the bag I was a viable Customer after I signed the contract I didn't matter. My biggest issue is what happens when the panels are installed who do I call. Because the 800 number doesn't work and neither does the emal.?
5 years ago
Reply from Sunrun
Thank you for your communication Gina. We are saddened to hear you've had this experience, and this is not the Sunrun norm. Our aim is to provide a customer experience that meets your expectations! This begins with our unwavering dedication to make sure your questions are addressed. Thank you for taking the time to leave this review.
Nov. 17th, 2018
Chris Kailua, HI
I was pitched a prepaid lease that sounded pretty good. I was promised that Sunrun would replace the batteries at 10 years, that if I moved they would relocate the system to a new house at no charge, and because it was prepaid, I could get ownership of the system at no cost. All of which , after finally seeing the contract I found they were all lies. I asked no less than 15 times about these promises. If you're a sales rep, and someone questions you that much, I would think you would prove your word in writing. I can only assume he was being deliberately decietful. Too many reputable options out there to choose a company that exibits such low moral character.
5 years ago
Reply from Sunrun
Hello Chris. We apologize you were not reached out too, this is not the Sunrun norm. Please feel free to private message your contact information, or go to there's a chat team online that can assist.
Oct. 30th, 2018
louis raggio Scottsdale, AZ
I would like to warn everyone that this company has by far the worst customer service of ever experienced. I was promised one 4 separate time that they would come to my home to discuss solar and every time they would not show up to my apt. They are horible at returning phone calls. I can say that I would recommend anyone looking for solar to contact custom solar. They came out on my first request. They answered all my questions and did so timely and were very polite. Unlike this company that blamed me for them not showing up stating bc the rep had a personal matter that she couldnt make the apts that I was at fault. How a customer can be responsible was luscious and in the end I'm glad they did me the favor of never buying my system from them as i have since read there reviews and feel they are a horible company.
5 years ago
Reply from Sunrun
Hello, Louis R.Thanks for your feedback. We really hate to hear this. We always pride ourselves on contacting and helping our customers. Please private message us your contact information, and we will have a Specialist reach out to you.
Oct. 23rd, 2018
Erin Fasano Ridge, NY
For about 5 months Sunrun has refused to fix an installation error that has caused our solar power to bypass our home panel, and go right into the “grid.” Our actual home is not receiving solar power. It took until about 2 weeks ago for them to even acknowledge that there might be a problem, and to have a tech come look at our system. The tech found the issue and we were given an appointment for service. No one came. We called. Still, no one came. We’ve been making our monthly payments and receiving no solar power to our home. We pay our regularly priced electric bill PLUS the Sunrun bill. The next call will be from our lawyer. We have been paying for a product we did not receive.
5 years ago
Reply from Sunrun
Hello Eric, We certainly hate to hear this. We want to help with your situation and initiate our goal of providing a positive customer experience. We have shared your experience with our leadership team. Please feel free to message us your contact information.
Oct. 23rd, 2018
eric l roberts
We are having a truly terrible experience with Sunrun. Here is all you need to know: after buying a $36,000 system that is rated to 10k our bill this month was....wait for it, $3,242 dollars. What they don't tell you is that when your systems under performs for any reason that they do not tell you or fix it. In our case our system under performed due to a broken inverter for 12 months. At the end of the year Edison gives you a supplemental bill. Specifically I am trying to work with Mayte C. I have called her a total of 27 times with no phone call back. I have also tried Kaila S. She gave me a "guarantee" that Sunrun would give us a rebate when the system underperforms. My plan is to make everyone aware of what a bait and switch this company is.
5 years ago
Reply from Sunrun
Hello Eric, thank you for your communication. We see your system is customer owned, with customer-owned systems, the customer is responsible to monitor their system. It's disheartening to hear you were provided incorrect information in regards to the performance guarantee we apologize. Please reference your agreement where you will see this information is outlined. At this time we have a Specialist looking over your case. We see that the representative working with you is keep constant communication. Please feel free to private message me for more details.
Oct. 19th, 2018
Akema Newark, DE
When we initially installed the solar panels, we knew we weren't staying in our home forever. We specifically checked about transfer of the contract or what to do in the event of selling/moving. We were told repeatedly that this would not be a problem and that SunRun would work with the new owners to transfer everything to the buyers. We were told that if the buyers qualified for a mortgage and were approved to buy the house, they would not be turned away. Low and behold, 3 days from closing, guess what? Sunrun will not approve the buyers to take over the lease. We have to buy out the remainder of the contract? These are buyers with good credit and had absolutely no problem securing a mortgage. DO NOT use Sunrun unless you are absolutely sure you are not moving for any unforeseeable reason. Completely appalled by the outright lies repeatedly given to us through this process. Our new home has a high solar potential and after this experience there is no way we will ever consider contracting with Sunrun again.
5 years ago
Reply from Sunrun
Hello Akema, thank you for reaching out. We are so sorry to hear that the service process has not been a seamless process. Can you please provide me your contact information in a private message so we can reach your service transfer coordinator? This is not the Sunrun norm, and we want to take the opportunity to turn things around!
Oct. 10th, 2018
Charles Marcelonis Plainville, MA
Do not sign a contract with this company. Salesman lied to me. Told me system would produce enough solar energy to power my home. I am paying more for electricity now that I have installed this system. After reviewing prior National grid bills, although I may have used 400 KWh less It actually costs me more after figuring in the Sun Run charge of $112.93 per month. This charge goes up every year. Furthermore this company charged me for the 1st 3 months when the system was not operational. They installed the system knowing that I had to much voltage coming into the house and it would not work. They assured me the problem would be taken care of. It was not. After paying for a product for 3 months that didn't work I only got their attention when I threatened to call the Atty Generals Office. Customer Service is horrible. I have been promised a call back by the supervisor handling this matter. I am still waiting for that call. I have called every month for the past 3 months and am told the same thing. I have decided to take this company to small claims court to recoup my $ that they deducted from my checking account for the months that their product was not working. Consumers beware! Do not make the huge mistake I made by contracting with this company.
5 years ago
Reply from Sunrun
Hello Charles, we are saddened to hear about your experience. This is not the Sunrun norm and we would like to review this in more detail with you. Please private message us your contact information and we will have a specialist reach out to you.
Oct. 10th, 2018
Scott Harris Las Vegas, NV
Very disappointed that with a $7,750 per month income [verifiable], monthly expenses of approximately $3,800 and a bankruptcy 8 years ago u decided not to finance my application. I guess my options are to go with another Solar Company. I am 100% disabled Vetnam Veteran, Retired Las Vegas Fire Department Investigator and get Social Security Benefits. Sorry u can't see my financial status.
5 years ago
Reply from Sunrun
Hello Scott H. We understand your savings, and payments are a concern. Keep in mind that the size of your utility bill is based on your usage. If your bill is higher than last year, you may be using more power than last year. Since your Sunrun rate is lower than that of your utility, that means you'd be paying even more for your current usage without solar. In other words, you're still saving. Thank you for reaching out with your concerns.
Sep. 28th, 2018
Gary Ushino Simi Valley, CA
The worst homeowner experience and the poorest decision I have ever made in my 23 years of owning my home was agreeing to have a Sunrun solar installation on my home! The system has NEVER paid off in significant $ savings in the 6 six years of Sunrun solar on our home. The solar energy production was supposed to keep us in Tier 1 with SoCal Edison billing. In the summers in Southern California, we are often reaching Tier 4 , 5 and 6! We get slammed by Edison in those months as well as the low energy production months of Winter. I also get nailed with huge $1000 to $1,300 bills at the end of the year by Edison.
I have frequently called and emailed with Sunrun to zero satisfaction. They have never helped me or offered to change the service agreement in any way. I have begged them to take the system off my roof or I will take it off myself and they can come and pick it up. They threatened me with a lawsuit if I touched the system or disabled it in any way. The worst of it is that I am locked into a 10 year contract with no way out! It is pure misleading advertising and sales LIES. Extremely unethical business practices, under-performing energy output and absolutely useless service.
They have never fulfilled a sales promise (lie) to clean and service the panels and electronics to make sure that the system is at full output efficiency. Not one time is 6 years.
It seems that only the customer is required to hold up their end of the agreement when you sign your contract with Sunrun. They provide pennies if any savings at all month to month or annually. I plan on selling my home and moving out of state within the next couple of years. I have great fear that the Sunrun system and horrible contracts will scare off potential buyers. And now that potential buyers can read about the Sunrun extortion experiences here, I am very afraid that I will never be able to sell my house!
I can't rate them less that 1 star. If I could, I would rate them 1/4 star. It is virtually impossible to feel good about helping to produce green solar energy for the environment. I feel like I am being punished for it. Thanks Sunrun, for taking advantage of the green energy movement to make so much money and ruining the green movement for so many. After reading all the bad reviews here, it is no wonder that Sunrun is rated #44 in customer star reviews. Sunrun is horrible! Run as far away as you can from Sunrun.
Sept. 24, 2018
Update: It has been 6 months from the last posted reply from Sunruns, Kimberly R. I have yet to be contacted by Sunrun via email, post or phone. I call BS on Sunrun customer service and satisfaction! BUYER BEWARE to be sure! As you can see by the Sunrun response that they show only pennies a month in savings and no where near worth the effort and frustration on our part. And certainly no where near the savings promises made at the time of the sale. If I can do only one thing here, it would be to try valiantly to save others from our fate dealing with this POS company and their fake promises and all out lies! To this date no one in over 6 years has come to clean the panels on our 2 story tall sloped roof. Promise (lie) at the time of sale was that Sunrun would come to our home once a year or once every 2 years depending on need to clean the panels because it was so dangerous. HA! I can plainly see from the next door neighbors yard that they are completely covered in dried on layer of LA desert dirt. That can't possibly be good for solar efficiency. I almost fell off of a ladder 2 stories up with a hose cleaning the panels off a couple of years ago. Screw that! Never again.
5 years ago
Reply from Sunrun
Hello Gary U. Thank you for the feedback, we can understand how important savings are to our customers when going solar. Having you feel like you are not saving is disheartening to us! We can run a savings analysis for you to determine what your savings are this time around. I researched your account and it looks like we ran an analysis for you in 2015, we determine your savings to be $2,362.56 with solar. If you would’ve had the utility company as the sole provider your total cost would’ve been 2,497.41. Looking over the analysis we also determined your usage increased.
Once you go solar, your utility company will begin billing you as a "net energy metering" (NEM) customer. This means instead of billing you for all of your electricity usage, your utility will bill you for the difference between system production and how much total electricity your home needed for the month. For example, if the system generates 400 kWh of solar electricity and you used 600 kWh of electricity in your home, your utility company will only bill you for 200 kWh of electricity.
In either case, you will receive a net metering statement detailing your electricity usage, as well as any solar electricity credits you may have accrued each month (if you produced more electricity than you used). These credits will be incorporated into your utility bill, lowering your payment to the utility company. Please keep in mind that while the system may produce 400 kWh, some of that electricity is used immediately and your utility will only keep track of how much electricity is pushed back to their grid. This means that they will likely show a lower credit than the total production of the system.
In regards to selling your home, we have an amazing team that works with you and a buyer during a sale of a home. Our Service Transfer team is amazing!
Thank you for reaching out, I will send an email to inform you of what we need to run the analysis.
Once you go solar, your utility company will begin billing you as a "net energy metering" (NEM) customer. This means instead of billing you for all of your electricity usage, your utility will bill you for the difference between system production and how much total electricity your home needed for the month. For example, if the system generates 400 kWh of solar electricity and you used 600 kWh of electricity in your home, your utility company will only bill you for 200 kWh of electricity.
In either case, you will receive a net metering statement detailing your electricity usage, as well as any solar electricity credits you may have accrued each month (if you produced more electricity than you used). These credits will be incorporated into your utility bill, lowering your payment to the utility company. Please keep in mind that while the system may produce 400 kWh, some of that electricity is used immediately and your utility will only keep track of how much electricity is pushed back to their grid. This means that they will likely show a lower credit than the total production of the system.
In regards to selling your home, we have an amazing team that works with you and a buyer during a sale of a home. Our Service Transfer team is amazing!
Thank you for reaching out, I will send an email to inform you of what we need to run the analysis.
Mar. 19th, 2018
Angus MacDonald Los Angeles, CA
Very polite.
When told that I had hired another company, he graciously wished me luck.
No pushy hard sell.
Would use them if I hadn't found another I preferred.
Recommended.
5 years ago
Reply from Sunrun
Thank you for sharing your fantastic experience with our sales representative. We appreciate your kind words. Thank you for helping create a better environment.
Sep. 24th, 2018
Reina Cardenas Coalinga, CA
Buyers beware when sunrun offers you additional panels they are actually selling you a second contract. Let me share with you what happened to me so it doesn't happen to you.
A representative from LGCY Powers / Sunrun came to my home told me that I would benefit with additional panels. Me not realizing that I would be singing a second contract the representative maybe believe that it was an ammendment to the original contract. Never did he state it was an additional contract.
Now I'm screwed I have 2 contracts 2 payments for the next 30 years. And now the company is playing stupid with me and will not void the second contract.
Can anyone help me with this issue or guide me to the appropriate people to speak with.
5 years ago
Reply from Sunrun
Hello Reina C. We are so sorry to hear you are having issues with your agreement. It sounds like the issue is with Legacy, they are a partner of ours. Have you tried escalating the matter with them? We can certainly take a look at what's going on. Feel free to private message us your contact information.
Sep. 21st, 2018
philip mazovec Mastic, NY
When the panels work they are fine. Its been four weeks and about 4 phone calls to customer service. My second dc generator arced and does not produce. Every time I call my ticket goes to high priority or so they say. No one has called to address this issue. I will be phoning again tomorrow. How can the field guys not even call me. Oh yea they are too busy installing panels and too understaffed to do repairs. No longer a fan. Boooooooo. Thumbs down.
6 years ago
Reply from Sunrun
Thanks for your feedback. We really hate to hear this. We always pride ourselves on contacting and helping our customers. Please private message us your contact information, and we will have a Specialist reach out to you.
Sep. 21st, 2018
Eric Adams Albuquerque, NM
We just had a Sunrun solar system installed in June. Before we signed the paperwork we specifically asked what happens if the system breaks. We were told that Sunrun would take care of everything. We were also told that are only other out of pocket expense would be $6.00 a month to PNM, unless we drew more then what our solar system was producing then the excess would come from PNM. That is fine no problem. Our system broke down August 17th, we were never notified, it was not fixed till Auguest 31. We were then told we would have to pay the full Sunrun bill and the full PNM bill and maybe if we had some some performance credit in two years we would get a refund. And that if happened again we would be expected to pay both PNM and Sunrun again. This was not ever covered in the sales pitch, we asked multi time what would happen if it broke down and were told everything was covered.
Spoke with a Supervisor's supervisor who offered to credit us for this occasion but we would be responsible for paying double bills if it happened again in the future.
6 years ago
Reply from Sunrun
Thank you for your communication Eric. Our aim is to always provide great customer service that meets your needs, it's disheartening to hear this was not the case! We work hard to be human-centered and transparent with our customers. We will submit your feedback to our leadership team. Keep in mind that the size of your utility bill is based on your usage. If your bill is higher than last year, you may be using more power than last year. Since your Sunrun rate is lower than that of your utility, that means you'd be paying even more for your current usage without solar. In other words, you're still saving.
Sep. 21st, 2018
Mark Potter Waianae, HI
My system went down for about a week and I had trouble getting in touch with them when I did get a hold of them the system got corrected but they would not credit me for the days my system did not work. Also they told me before the install that it would be 100% off set of my electric bill that has not been the case my last 2 bills have been almost as much before I had SunRun I have only had one bill that was about a 3rd of my bill before Sun Run
6 years ago
Reply from Sunrun
Thank you for reaching out Marc P. Thank you for your communication. We apologize you feel frustrated and believe you are not saving. Keep in mind that the size of your utility bill is based on your usage. If your bill is higher than last year, you may be using more power than last year. Since your Sunrun rate is lower than that of your utility, that means you'd be paying even more for your current usage without solar. In other words, you're still saving.
Sep. 15th, 2018
Mary Clovis, CA
The worst experience ever.
The sales person only cares about getting the contract signed and have the install completed so that they can get paid. They pretty much not responding to any issues or questions. Moreover, Sunrun kept my huge downpayment and refuse to transfer to Loanpal, which is their financing partner. No one from Sunrun is taking any responsibility of the mess up. In addition, the sales person, promised a lot but only fulfill a fraction of the list. He completely avoided answering phone calls, emails, text messaging. Very unprofessional when it comes to dealing with issues. The whole take away is this, if you enjoy doing everything on your own, babysitting all the Sunrun staff and get no where, then select Sunrun.
6 years ago
Reply from Sunrun
Thank you for reaching out Mary. We apologize you were not reached out too, this is not the Sunrun norm. Please feel free to private message your contact information, or go to there's a chat team online that can assist. (We are addressing the issue in the previous review).
Sep. 20th, 2018
Mary Clovis, CA
The worst experience ever.
The sales person only cares about getting the contract signed and have the install completed so that they can get paid. They pretty much not responding to any issues or questions. Moreover, Sunrun kept my huge downpayment and refuse to transfer to Loanpal, which is their financing partner. No one from Sunrun is taking any responsibility of the mess up. In addition, the sales person, promised a lot but only fulfill a fraction of the list. He completely avoided answering phone calls, emails, text messaging. Very unprofessional when it comes to dealing with issues. The whole take away is this, if you enjoy doing everything on your own, babysitting all the Sunrun staff and get no where, then select Sunrun.
6 years ago
Reply from Sunrun
Thank you for reaching out Mary. We apologize you were not reached out too, this is not the Sunrun norm. Please feel free to private message your contact information, or go to there's a chat team online that can assist.
Sep. 13th, 2018
Janice Oetken Brighton, CO
We need to have our panels removed so we can have a new roof put on. So far we were quoted 3 different prices on removing and putting back the panels. The final quote was ridiculously higher than we were originally told, but at this point there was nothing we could do. Finally got the email to call the number to schedule a time for them to do it, and have spent 2 hours and 47 min on hold.. total, and still not able to reach anyone. I can't sit on hold all day, I was calling on my lunch breaks, and today on the way home from work I was on hold for 57 min, and then all of a sudden got a message to leave a message at the tone. They have the worst customer service I have ever experienced, I would NEVER recommend them to anyone.
6 years ago
Reply from Sunrun
Hello Janice O. Thank you for reaching out. We understand that it's important to quote you one firm price when it comes to removing the panels. It sounds like things have not gone as expected, this is disheartening! We absolutely understand the importance of making sure we are addressing your concerns. We see that you have signed a quote, and there's a dispatch created. Please let us know if you have any concerns.
Sep. 4th, 2018
vanessa Hyde Park, MA
My property is located in Hyde Park MA, before the came install this solar panel, they call me days and night, until after multiple appointment with them, they had gone over my current electricity bills and promise me that my electricity bill go down, i trusted them and install it, few months pass by, i notice that i am paying a bill for Sunrun in addition with with my current electric provider, actually my bill got double with them, they straightly lied to me, i contacted them to see what they can do because i did not plan to pay two bills just to say that i got solar panel, they said, there is nothing they can do at this point and if i decided to stop paying them they will report me to the credit bureau and put a lien on my property, now i am just stock with their fake promise but inded up paying two electricity bills.
6 years ago
Reply from Sunrun
Thank you for reaching out to us, Vanessa. We certainly hate to hear this. We want to help with your situation and initiate our goal of providing a positive customer experience. We have shared your experience with our leadership team.
Aug. 30th, 2018
Monte Hoffman Casa Grande, AZ
This is the start of the 5th week after installing SunRun Solar panels.
THE STYSTEM HAS NOT WORKED PROPERLY ONE SUNGLE DAY.!!!
My coordinator and salesman have been of no help in helping get proper help. They higher end a subcontractor to do the system repairs in my area. They’ve been out twice with no real idea what’s wrong. Trouble shooting. Both times found loose wiring at the fuse box and in the converter.
Still waiting for critter guard to be installed as promised.
At this point I WOULD NOT RECOMMEND this company to anyone!!!
And I’m stuck for 20 yrs.
Unimpressed in AZ.
6 years ago
Reply from Sunrun
Hello Monte H. Thank you for your communication. We apologize for the service issues, we are dedicated to resolving the issue. We want to make sure you are aware that we are having Trinity go back out to address the ARC Fault error. We are currently working on a resolution. Thank you for your feedback.
Aug. 23rd, 2018
Bill Badger Manchester Center, VT
Sunrun has to rank up there with the most disorganized companies of all time. We are finally hooked up and running, but it has been a long painful process and if we didn't push on our end I am not sure we would even get on line. Internal communications seem to be non-existent, people either can't give an answer or give wrong information. It took us over four months from when we started talking to finally going active. The panels were on the roof for over five weeks before they were hooked into the grid because our utility company had not been notified. The references that Sunrun gave us should have been a tip off - not one of them had yet been hooked up. I could go on and on, but just beware and be patient.
6 years ago
Reply from Sunrun
Thanks for bringing this to our attention, Bill. We hate to hear your service was not what you expected. We would be happy to further investigate this matter. Operating with the highest level of integrity happens without question! That's why we immediately shared your experience to our sales leadership team. We apologize for any delays caused.
Aug. 15th, 2018
Dianna Petrytus Litchfield Park, AZ
The audacity of this company, they wanted me to revise my review of them. Heck no I will not, they can't take a negative review yet no one returns calls, our system is not producing what we were told it would produce and I am struck with almost $2000 worth of electric bills as well as my frekking $161 a month to Sunrun for solar during the summer. They can take my review and put it where the sun done't shine. I WILL NOT CHANGE IT. We have had Sunrun for almost 2 years, we were told that the only fee to our electric company would be the connection charge. In 24 months I have had only 6 months were that was the case. My electric bills with APS are over 300 - 500 a month during 6 months of the year and over $100 in December when we don't have the AC on, on top of the $161 I pay to Sunrun, their customer service sucks they say its not their system to call APS and APS tell me to call Sunrun. there is no one home during the day during work hours and the AC is turned up to 85 so it doesn't run when no one is home. Their product is crap, their customer service is even worse an we feel we have been blatantly lied to. I am turning my account over to a local TV station because they got someone money on fraudulent practices.
6 years ago
Reply from Sunrun
Thank you for your feedback. Our aim is to always provide great customer service that meets your needs, it's disheartening to hear this was not the case! We work hard to be human-centered and transparent with our customers. We will submit your feedback to our leadership team.
Jul. 30th, 2018
Dan Zimmerman Orlando, FL
I witnessed first hand the belligerent and abusive nature of the regional sales manager for the Orlando/Tampa area. This individual is in dire need of training in dealing with people. It is incomprehensible how this person is in the position he has when there is a complete lack of professional demeanor. Sunrun needs to address their management in this newly developed region with high retail visibility in how they interact with sales people. It appears to be a rush decision to put this person (with initials "B.S") into this position when clearly he does not have the skills needed. This is a great industry and a growing company, however, I feel sorry for anyone who has to work under this type of "manager". I will find another company to do business with as this was a big red flag for me.
6 years ago
Reply from Sunrun
Thanks for your communication, Dan Z. This is not the typical customer experience and we provided this feedback to the sales leadership. We want to take this chance to turn things around for you, please feel free to private message us your contact information. A Specialist will reach out to you.
Jul. 26th, 2018
travis Laird Chowchilla, CA
I’m not one to write reviews but everyone who decides to go with this company be warned, sun run will put the panels on fast, I’ll give them that but customer service is terrible. Once you put the panels, you will fight all help from there, they wash there hands of you from there. I have a two story house and after they put solar up my roof was covered with pigeons, pooping all over the solar and than dropping feces on to the ground in the front and back yard. I called a fought with them multiple times because I lease the panels I do not own them. Sun run never put bird/animal guards around the panels. Ultimately cuting corners and told me to pay and extra 800 dollars to have a sister company of theres to come in to put up the bird screens, Solar City does this at no cost when the home owners begins to have bird or animal problems, I’m looking into getting rid of this company because the bird droppings are known to give kids and the elderly health problems, if I can succeed with this I will go Solar City hands down. My father was going to get sun run on three company’s but now is looking somewhere else, Sun Run has been terrible with him as well. The homeowners ive talked to are all unhappy, the positive reviews I guarantee are people who work for Sun Run.
6 years ago
Reply from Sunrun
Hello Travis L. This is not the Sunrun norm, and we would love an opportunity to review what went wrong here so that we may provide the necessary feedback to our team. We are sorry to hear that this was your experience with Sunrun. Thank you for taking the time to share your experience.
Jul. 26th, 2018
Frederique Shea Bloomfield, CT
We had a sales representative come to our house for an initial meeting. We were interested into getting information about buying solar panels. The sales person said he thought that it was not a good idea and avoided getting us any info about that option. Instead, he went on on trying to get us sign a contract to lease their panels. My husband kept telling him that he wouldn't sign anything on that first meeting and asked to have copies about their offer sent to him. We did get the copies with my husband's signature and initials forged on a contract. At no point during our meeting did I or my husband sign anything!
Also, the numbers given by the sales representative about the "savings" we would make were wrong. We spent time reviewing his calculations and discovered that he misled us by omitting to deduct from his calculations the non-avoidable $25 monthly cost that we'll always have to pay our electrical company in order to stay connected.
6 years ago
Reply from Sunrun
First off, we would like to sincerely apologize for your experience. This is not the Sunrun norm and we would love an opportunity to review exactly what went wrong here. If interested, please provide the name and address on your Agreement so that we can reach out to further discuss your experience. We will provide your feedback to our sales leadership team.
Jul. 18th, 2018
Ernestine Ft. Washington, MD
On the day I was supposed to meet with the agent I left her a voice mail before our scheduled meeting that I wanted to rechedule. She said she never got it and showed up anyway. We met and this is just the beginning.
I did not realize until the panels had been installed how much she did not tell us or how some of the information was inaccurate. To go into full detail would take too much time. After reading some of the bad reviews I know I also should speak up about my bad experience. If I had read the reviews before I signed the agreement I would have never considered this company. We were misinformed about doing a credit inquiry, not fully explained about the payments, misinformed about getting solar skirts and now we are told we can get solar skirts for an additional fee and signing a home improvement agreement. We are very very displeased and feel we are trapped in the panels. Please read your agreement thoroughly before signing because more than likely it is an e-signature.
6 years ago
Reply from Sunrun
Thanks for reaching out Ernestine. We want to take this chance to better understand your review. Please private message us your contact information, and we further discuss your inquiry, thank you.
Jul. 11th, 2018
Amber Bergeron Buckeye, AZ
If I was to write this review a year ago, it would be 5 stars hands down. When we got our system installed we had great service and communication.
The past few months, we have been having terrible bird issues on our panels. It is to the point where we can even hear the birds while in our house. I contacted Sunrun regarding the bird issue and the customer service rep told us that since we live in AZ, we will get bird netting installed and the panels cleaned for free. We were so grateful he told us this as he said usually it can cost $800-$1800. He said we will receive an email from the contractor to setup a time for them to come out and the process will go faster since we don’t have to get a quote.
One week later we still haven’t received an email so I called again speaking to a different customer service rep. She said that they do not do the bird services free and that it will cost us about $800-$1800. I asked about my previous conversation and she said it was noted that I agreed to all charges and understood it was not free. I was very confused at this point. She put me on hold so she can speak to her supervisor and I guess her supervisor confirmed the no. She said we will receive an email to setup the quote.
Three weeks later, we still have never received this email. I called again and they stated again that we will receive an email. At this point, we are very disappointed in using Sunrun and regret using them and utilizing them for an investment. We can tell our panels are covered with bird poop, eggs fall on our sidewalk every week, and once again we can hear them in our house. We will be looking elsewhere to get the panels taken care of.
Sunrun, take care of your customers! I never expected it to be free but when I was told that, we were very grateful then was lied too. Please train all of your employees on the same policies.
6 years ago
Reply from Sunrun
Thank you for your feedback. Our aim is to always provide great customer service that meets your needs, it's disheartening to hear this was not the case! We work hard to be human-centered and transparent with our customers. We will submit your feedback to our sales leadership team. Feel free to private message us your contact information and we can look further into this, thank you for helping create a planet run by the sun.
Jul. 11th, 2018
Robert Lopez Palmdale, CA
What a nightmare. First off I am experiencing the same issues as another customer review. Signing up with Sunrun has been the worst decision I have ever made. I have not had service for over a month now. I have a leak on my tile roof that they can't find and do not take responsibility for. Home is 10 years old and wasn't leaking until they installed the panels but they don't want to hear it. As far as my service not working, I didn't know until I received a call from a service tech 2 weeks later, he stated it needed an inverter and it would be up in 1.5 weeks. It has been over 2 weeks and no calls. I have reached out to them numerous times now and get the run around. Is it fair to have to pay for service you are not receiving? The entire purpose was to get rid of SCE. They also promised me a "supervisor" or the right person will call you back but nobody ever does. Since I am in a contract there is really nothing I can do and they know it. They also gave me the warranty they speak of. They say they will monitor your system and do any and all repairs for free. They do not mention it could take months and if they are monitoring they take their time about reaching out to you. Do your homework and get quotes from several reputable companies before you go solar and truly understand your contract. I too do not want to see anyone get stuck in the same situation I am in. I am currently going to report them to the better business bureau and am seeking an attorney to get out of my contract and have them remove that equipment that does not work.
6 years ago
Reply from Sunrun
Thank you for your feedback Robert L. We sincerely apologize for the overall experience you've had with Sunrun. We will provide your feedback to our management team. we've replaced the inverter to address the services issues, and I see now we are looking into an early performance guarantee. You are currently working with a specialist to get this resolved. Thank you for your valued patience while we got this resolved.
Jul. 11th, 2018
Roger I. Palmdale, CA
I dont have enough space to list all issues I have had since signing up with Sunrun but I will say it has been the worst decision I have ever made as a homeowner. Since my system was installed (over 4 years now) it has not once produced the power promised. Even with my Sunrun system I am paying the electric company between $1300 and $2000 a year. Please dont be fooled by the "guarantee" they offer on your power production, it is a scam. What it does is pays you for what they dont produce however it does not come close to covering what you will pay your electric company. The purpose of solar is to keep you in lower tiers with your utility company. When solar under produces your tiers go up and you pay the higher rate. For example my Edison bill last year was a bit over $1300, Sunrun gave me about $300 back in underproduction and I get stuck paying the extra $1000 out of pocket to Edison. Sunrun has done nothing to fix the issue and the customer service is nonexistent. The folks who answer the calls are always very polite however they cant resolve your problems. They promise a "supervisor" or the right person will call you back but nobody ever does. Oddly every time I call all of the supervisors are "in a meeting" all at the same time. Since I am in a contract there is really nothing I can do and they know it. Next is their "warrant" they speak of. It sounds great that they will monitor your system and do any and all repairs for free. Here is the issue with that. About two years after my under producing system was installed my "inverter" went out during the summer months which means I was producing zero power. Sunrun let me know that they were out of stock and it would be months before they fixed it. I asked if that meant they were not able to do any new installs across the entire country because they had no inverters and of course they said they had inverters to do new installs but none to repair the systems of their "valued" customers. So I went many months of no solar at all but don't think for a second they will let you stop paying them even though they wont repair your system. Anyway my Edison bill was $2000 that year and what Sunrun refunded me didn't even come close to covering it. If nothing else please do your homework and get quotes from several reputable companies before you go solar and truly understand your contract. I made mistakes as well that are completely my own fault. I am paying Sunrun more money for less power than some of my friends/relatives I was able to steer away from Sunrun to other companies. The salesman gave me a good pitch and I signed up without shopping around. That is completely my fault but all I have asked from Sunrun is to simply produce the power I am paying for and they have not lived up to their end of the deal one time since I signed on. And again, your in a contract for a very long time. Once they have you on the hook they have zero motivation to help you. All I can do at this point is tell my story in reviews and hang out with the poor sales representatives at Costco and warn all of their potential victims about what they are really getting with Sunrun. I don't know if there is a way for potential customers to contact me direct from here but if there is feel free to message me. I will be glad to explain all of the issues I have and what I have learned. I really don't want to see anyone get stuck in the same situation I am in.
Also as of the date of this review my system is completely shut down and not producing any power. I have no idea if/when they will repair it so I can at least get what little power it does produce.
6 years ago
Reply from Sunrun
Thank you for your feedback Roger. First off, we would like to sincerely apologize for your experience. This is not the Sunrun norm and we would love an opportunity to review exactly what went wrong here. If interested, please provide the name and address on your Agreement so that we can reach out to further discuss your experience. We do not take this lightly and will provide the necessary feedback to the appropriate Managers.
We sincerely appreciate you bringing this to our attention.
We sincerely appreciate you bringing this to our attention.
Jul. 9th, 2018
Sheila Rockland, MA
I WOULD NEVER go with sun run or recommend them NEVER.
They were very fast to come to my home and make sure the panels were installed. After the installation I contacted them to come out and go over a few thing "We have no one in your area that is able to do that" However they have someone in the area to spend time with my neighbor to set up for an install (we did a false set up to see if they indeed would come out)I then called a few years later as my roof was leaking and my understanding was they would maintain and follow them as long as we had them. NO, only for 5 years. They word things in such a round about way it all seems to your benefit. I had to call again only for them to tell me i was not under warranty any longer. I asked them when they were going to return my call to tell me this?? THEY HAVE POOR,NO LET ME REPHRASE THAT ,THEY HAVE NO CUSTOMER SERVICE AT ALL! NONE! DO NOT GO WITH THIS COMPANY. DO NOT! They do bill on time, but if you cancel the auto deduction your bill goes up monthly.Remember they are attached to your home therefore when you want to sell it the buyer has to agree to take over payments. This also was NEVER explained to us. If the buyer does not agree you are liable to pay or your home will not sell. again AWFUL COMPANY. DO NOT GO WITH THEM OR EVEN CALL!
6 years ago
Reply from Sunrun
Hello, Sheila thank you for your communication. Your business means a lot to us and it’s disheartening to hear what your experience has been. As a Sunrun customer, we offer an orientation call to answer any questions or concerns you have during the initial process. We sincerely apologize for the lack of communication; this is not the Sunrun norm. When customers are presented with our agreement, we review the ACH fee and explain the benefits. If the account is not set up on ACH we do apply a fee to the account. We find that Service Transfers are easiest when the Agreement is disclosed early and made a contingency of the sale. To ensure a simple transfer, please complete steps one and two prior to the close of escrow.
We're happy to discuss the benefits of the Agreement and the Service Transfer process with real estate agents or potential buyers that may not be familiar with the Sunrun Solar Service. Simply let us know when you decide to put your home on the market and we will ensure you have all the materials and support you need. Please reach out to us with any questions you have.
We're happy to discuss the benefits of the Agreement and the Service Transfer process with real estate agents or potential buyers that may not be familiar with the Sunrun Solar Service. Simply let us know when you decide to put your home on the market and we will ensure you have all the materials and support you need. Please reach out to us with any questions you have.
Jul. 3rd, 2018
dana m blasi Jamul, CA
I have 24 panels in san diego ,10 years old .my electric bill says I used 250 kwr and I sent 2 kwr to grid .my electric bill is $300 and sun run bill about $70 .. smtn doesn't seem right does it. Sun run did contact me and tell me my system is running fine. So I must assume only sending 2 kwr to the grid is normal which means a family of two used 100 times more power than 24 panels produced . Never run the a/c but I do have a pool pump .I assume if I didn't have $25K worth of solar on the roof I would not have generated those 2kwr and I would have been billed for 252 KWR instead of 250 KWR .....and my $300 bill would have been what ? $320? ...perplexing .
6 years ago
Hazel Handal Waldorf, MD
Big thanks to Greg H., ZImv, Chris, Javointe, Allen, and MarSean the were able to installed my solar panels in less than 7 hours and we’re here on time.
6 years ago
Reply from Sunrun
Thanks for sharing your wonderful story, Hazel H.! Our drive is to make solar hassle-free by being attentive and focusing on each individual customer's experience!
Jun. 27th, 2018
