Sunrun

I arranged for a Sunrun representative to come to my home and quote me on a residential solar system. The representative was arrogant and not knowledgable. His approach was to talk a lot of non-sense and try to convince me to overpay. A solar system installed cost should be around $3.20 per Watt. Sunrun wasn't close, and worse they planned to keep the Illinois Shine incentive for themselves! Don't overpay for solar, and don't waste your time with Sunrun.

I contracted with Sunrun a year ago to install solar panels They changed the install plan during installation without consulting me It was a lazy change and with crooked wiring running across my roof. They have refused to fix and now I am going to have everything removed and another new roof installed. Instead of increasing the value of my house it has decreased it significantly The only professional thing about this company is the runaround I get. I am unable to pay as this is a complete mess William Farrell

My system has been underperforming my contract guarantee for over a year. My customer service rep has changed numerous times and my current one assigned doesn't respond to emails. All I've been told is that they are waiting on parts, for a year now, and they will review my account once its fixed. Again, more than a year now. Terrible customer service. Just terrible.

This company is a ripoff. They raised the bill 5 times in 4 years with out warning. They make excuses and blame the customer for everything. They refused to refund the months they charged us because it was our fault the buyer took so long to complete the transfer. They refuse to let you speak to a manager so don’t waste your breath. They ut you on long holds and don’t give you any information. Save your money and run from Sunrun.

Our bill is higher than when we didn't have solar. The customer service is terrible!!

Buyers Beware! Right from the start there were problems. Not minor glitches either, but major discrepancies with what we were told by the sales person and what actually happened. The sales person initially stated it would only take a 7-10 days for installation to be scheduled and completed. However, it was well over 4 months before installation was completed. During the initial consultation, the sales person told us to submit 3 months of our previous electric bills and claimed he padded our regular usage by 1.5 times what our usage history demonstrated. He boasted this would be a huge cost savings, which we were happy to hear, being retirees and living on a fixed income. The sales person explained that as long as we didn’t go over our new set point for allocated usage, we would never again receive a bill from Edison. He then reiterated the only time we would ever receive a bill from Edison, is if we used more electricity than we generated each day, yet every month since the system was installed, we have received a bill from Edison for miscellaneous charges.. in fact our cost for electricity is now $40 a month higher with solar than it was without. Another issue we encountered was we were offered to add on to our order a battery back up so in the event of an outage we would have access to the power we generated that was to be stored as a back up resource, however sometime after the battery back up was installed, we learned through observation of the equipment, not collecting power. After calling in to customer service we were informed that 1. the battery was defective and would need to be replaced, and 2. they decided to change the manner in which the battery back up is intended to work. Now it was set to discharge whatever had been stored throughout the day, starting every night at approximately 4pm, to address peak hour electrical usage, so as to reduce the impact of higher rates being assessed by Edison… READ THAT AGAIN AND MAKE IT MAKE SENSE - we are generating 1.5 times MORE of our own electricity, than we had ever previously used, without solar, but now we have to worry about electrical usage fees during peak hours?! Next was the main board outage that was obviously not being properly monitored by SunRun, which while out in the backyard one night I noticed a steady red light, which intuitively seemed to be a visual alert that wasn’t there when the system was first installed. No one from SunRun noticed the system wasn’t working, instead we had to call customer service to ask why it didn’t seem like the system was functioning properly… they told us they’d have a repair team out right away, but even that took 3 days… Next is the billing mixup and the rude accusations from collections, aggressively harassing us, rather than taking the time to review all the transactions and explain where they were arriving at the discrepancy. We made dozens of phone calls requesting to escalate the matter of harassment, but no one called us back… we eventually went through all of our statements to figure out what happened and resolved the billing matter ourselves, no thanks to SunRun customer support. Finally, the (verbally) undisclosed annual rate increase that we only became aware of when the monthly billing statement price had increased. If we had it all to do over again, it would be a resounding “thanks, but no thanks” from us.

We installed solar panels about 10 years ago renting them from Sunrun. They stopped working in July of 2022. We called for service and after attempts at fixing the equipment, they said that the panels were shorting out and they would have to replace them. This diagnosis was done in January of 2023. It is April of 2023 and we are still waiting with no information about estimated date to replace. In contacting the person who is in charge of our project, she sent an email basically saying don’t bug her weekly, just check in monthly. This is sad since before the shorting out issue, we enjoyed our solar agreement and recommended Sunrun to our friends.

Longtime Costco Member! Purchased solar in 2019 thru Costco’s company, Sunrun. First rainstorm after install, garage flooded. Sunrun came to repair leak couple weeks later. Late 2022 with heavy rains, experienced another leak in bedroom directly under solar install. Sunrun sent team, was told leak was repaired. Sadly with next large rainstorm, leak began again except worse pouring onto hardwood floor and causing damage. We had leak inspected by private company. Damages more extensive than initially told by Sunrun. Now dealing with mold. Inspection reports/photos/images of damage all provided to Sunrun. Despite knowing we have mold and health issues involved with living with mold, over past 4 weeks, no one has called to follow up. Now forced to get an attorney to deal with issue. To say Costco and Sunrun have neglected us is an understatement! We will be taking any and all legal action against both Costco and Sunrun.

I am having the same problem as must of the customers here. When the sales rep came to my home he told me if any of the parts (sunrun) or myself would not agree with the performance of the system the contract could be cancel, guess what after I called customer service 5 times they told me I would have to pay them 20k or buy the system to have that removed out my roof. I think customers should get together, contact a good law firm and open a collective lawsuit against sunrun. I even contacted the department of energy of MA but it seems they are all working together, someone needs to be making money I guess. And now I am paying double on my electric bill and sunrun as well.

This review is for their customer service. We don't have any problems with the solar panels, however, we have been calling almost every day to have the panels taken off so we can have a new roof installed due to the roof leaking. They keep telling us they will have someone call to schedule a time and date but no one has called back to schedule. This has been going on for over 2 months. We have not received any calls from their contractor/s to schedule a time. If we don't have someone call us within the next few days we will turn this matter over to our attorneys. This has gone on way too long!!!

IF i could i would give them a zero they installed a system that is under performing which caused me to receive an SCE bill of over $1600 for the year as well as pay Sunrun's monthly bill that's bait in switch ive called customer service multiple times they make promises to resolve my issues then i never hear from them again there reason is im using more energy then usual so SCE is charging me for the difference thats (BS} now there recommend that i get more panels install at a higher monhtly cost of course then they offered me $100 dollars for my inconvenience ,then had the audacity to request that i refer friends and family to do business with them. unbelievable. Time TO CONSULT WITH MY ATTORNEY. MY ACCOUNT # IS 02360941b4 and the California state department for contract fraud. john miller.

If you are considering solar energy and hiring SUNRUN, please read my experience with this company. I have been approached by a SUNRUN employee at COSTCO and I agreed to receive a NO COST/NO COMMITMMENT consultation from SUNRUN. The next day, on April 07, 2023, a SUNRUN’s Solar Consultant visited my home. He explained how solar panels worked, provided me with an initial estimate for the service, yet to be confirmed when the roof was examined, and described the next steps, if I was interested. When asked, he confirmed that all the steps were cost free and I had the right to decide if I would hire SUNRUN only after the assessment was completed and the final cost of the services were presented for my approval. In spite of that he tried to collect a $500 deposit, that I did not agree to pay. With his assurance that there was no commitment, I consented to have my roof inspected to get an accurate estimate for the service costs. To check if I qualified for the financing, I informed the consultant the last four digits of my SSN. Without disclosing any terms, without my consent, and my knowledge SUNRUN consultant, from his computer, signed a service contract of $43,114.86 as well as applied for bank loan on my behalf. I am pretty sure that this completely illegal. I refused to sign the bank loan I received by email and he did not insist further. The next day, I received a copy of the contract with SUNRUN, unlawfully signed by SUNRUN consultant, without my knowledge. When I saw the contract, I immediately requested its cancellation, which I had, according to its terms, the right to do within ten days. The consultant contacted me assuring that the contract was terminated. Suspicious of his word, a couple of hours after talking to the consultant, I called SUNRUN Customer service. This was on April 07, 2023, at 12:45 pm ET. Then, I learned that the contract had not been cancelled as I was told. Again, I requested the customer representative to cancel it immediately and email a confirmation of the cancellation. He said he cancelled the contract and emailed me a confirmation. Two hours later, I had not received the confirmation. I called SUNRUN customer service again, around 2:45 pm. This time, the customer representative said it would take 24-48 hours to process my cancellation request. On April 10, I called SUNRUN again, and the contract had not been cancelled yet. This time, the customer representative agreed to send me an email that stated that SUBRUN was still working in the cancellation, provided me a case number (108259450,) and said it would take several days to complete the process. Besides multiples calls, I have contacted Costco, wrote a letter to SUNRUN president Mary P, had the case escalated to the superiors of the SUNRUN’s consultant who frauded me, and I simply cannot get the requested proof of cancellation of a contract with SUNRUN, that I have never signed. No one at SURVEY seems to care.

Would give zero stars if possible: Received bill from electric company for $3,600, which brought to my attention Sunrun system was not working. Contacted Sunrun to find out the system hadn’t been online for a year, and they weren’t monitoring it as stated they would in the contract that I’d paid in full; over $29k. Was given run around and no return calls for 9 months. “Case Manger”finally told me it was a nation wide glitch and their working in hopes it won’t happen again, offered me $100, and said she understands how I feel. The sales and installation may be great, but those are typically contractors. The service after the sale is a giant fail by Sunrun should anything go wrong with their system. Looking to pursue legal action for this breach of contract.

I purchased my house in 2020, it already had the Sunrun contract so I took over payments. I recently had the opportunity to check and understand the system. It turns out the system is broken, it has not been producing since 2019. I have called sunrun several times and that's when they found out there was something wrong with the system, they claim in the contract that they check the system on a daily basis, its not true. They do make sure I get charged every month though. Anyways. everytime a reachout to them they promise to send a technician. This has not happen in a month. And im still paying hi prices in electricity and for sunrun's system that as of today it still useless. What a headache!

This company is aweful. My credit card from Vivint was no longer accepted by sunrun after they bought the company so they called be for late payment. The former owners of my house had added panels after the fact so sun run has two seperate accounts for my house. When I paid they credited the wrong account and have been harassing me for the last year because they can’t figure out I already paid and they just need to credit the correct account. Also the lease has it so they should be servicing our panels. I have lost two days of work waiting on no shows so I asked them to schedule a Saturday and they booked a Monday instead. Lots of apologies but no actual results fixing my problems. On top of that I was stuck with the former owners contract which might be the worse solar deal ever signed. The service it’s a rip off with terrible customer service. Do not use this company

I’ve had Sunrun solar for 7 years. We purchased our solar through Costco. I’m finding these reviews of 8 months interesting. Just wait until you need service. We had to have a panel fix because it wasn’t producing. Now our panels are under producing solar so we don’t generate enough electricity to offset out SCE bill. We actually have had to pay every year now for the last 3 years. Then when we try to get Sunrun to check system they want us to upgrade our meter because the power company is upgrading their equipment and they want 300 dollars to do this. They don’t monitor our system but can access our system through other resources(inverter) they use. So, all you new solar people buckle up for the ride!

Buyer beware!!! Sunrun and Costco are not the preferred solar provider. It's a joke and a rip-off. I was in the Costco in my city (City of Commerce,CA) shopping and always had an interest in solar and spoke with a representative in the Costco and signed on for solar in 3/2022. Here we are in January 2023 and still no installation of solar panels. I never heard of Sunrun but trusted them because of Costco. I was told the panels would be installed in 7/2022. In October I was contacted by the funding company (Goodleap) to be informed that billing would begin n November 2022. So far I have made payments for three months and no solar installation. In this month (January 2023) Goodleap pulled back the funding from Sunrun because of delays and I had to sign new loan documents so Sunrun could have the money for the panels. This whole experience gets worse because the communication between the sales department and the installation department is so convoluted that one hand does not know what the other hand is doing. To quote the sales person indicated that she only a " Messenger " and has no control over the installaation. On 1-13-2023 I was conatcted to schedule the installation by a Derin H with an agreed installation date of 1/24/2023 and no one showed up, no phone call, nothing! As of this writing I have no idea where I stand with regard to my solar installation. Its a sad situation when Costco teams up with a company like SUNRUN they should be ashamed, I trusted in Costco and have been let down. There is more drama but I am limited in this rating. All future customers that shop at COSTCO should stay away from SUNRUN as a provider of solar.

This company is unethical and dishonest. I bought a house that had two solar systems. One paid for and one a Sunrun PPA. The old paid off system produced 3,500 watts at its peak today. Someone told the previous owner, I am going to give you a FREE solar system and he bought the lie for 25c per kwh. Sunrun proceeded to install an additional 22 panels to the existing 18 panels, 40 panels. 4,500 stated watts added to 3,500 estimated watts. The house is 2,500 sq ft. Last year, in spite of the system repeatedly malfunctioning, I still paid .25c times 5,500 kwh. $1,250 donated to the grid and refunded at 4 cents. Before it started malfunctioning, when it was new, Sun Runs system produced 7,000 kwh per year. This system is and was never needed. No idea how they sold this to the previous owner, some people think they will get paid full rate for excess electricity. When the system was designed the goal of solar was to keep your rate in tier one which was always less than 25 cents. The system makes no sence yet their engineers and salesman collected a massive rebate from the government. They ripped off the government-you and their customers. I estimate the tax rebate at the time to be $10,000 plus 78,000 kwh at 25 cents. Totalling almost $30,000 they have collected on a system priced at 24,000 yet I recently received a letter saying they want $24,000. They turned me over to a collection agency a couple years back for the same amount. I talked to the agency and since they were NOT idiots, they dissapeared from the situation. These people are dispicable.

I'm very upset with Sunrun. On 12.28.22 I received an email asking me to call to make an appointment due to the loss of communication of our solar. This has been done 3 times. An appointment was made for 1.20.23 between 8 and 12 and once again, no one came AND no one bothered to call to update the appointment. Considering this is the first time I've been required to request your attention you are not showing us much concern ~ SO stop asking me how you did. WHAT DO I DO NOW? It is noticed that you're quick to take $ but you're not so quick to respond to your customers needs. R. Gardenheir Surprise, AZ

ABSOLUTELY WORSE COMPANY EVER. They are either incompetent or crooks, but I suspect they are both. Shame on Costco for choosing to partner with Sunrun (I will also notify Costco of my negative experience). After meeting with a Sunrun sales person who we discovered later is a rookie and has NO experience whatsoever in the solar power industry, we decided to sign a first contract which would allow for Sunrun to send a surveyor to inspect our roof. We made it crystal clear from the beginning that we were putting on a brand new TILE roof. We were never notified that this could be a problem. NEVER. Sunrun sent a surveyor to do an inspection (inside the attic, inside the house and outside as well) while the new tile roof was being started. A day or so later, I received a text message from the sale person that the roof was perfect! "I just talked to the surveyor, the roof is all good to go" (I kept her text messages as proof and will forward to Costco when I write my complain). They sent a second surveyor with a drone... Still good to go... until I received a phone call that they cannot place solar panels on a tile roof unless we remove the tiles where the solar panels would be mounted and lay asphalt. Really??? Do you think that a company whose primary business is to put solar panels on roofs would have the decency to notify us of this earlier???? Well, if we were to pay an additional 10K than what was stipulated on the original contract, they would do it.... which of course we refused to do. Story short, unless you want to risk doing business with incompetent people or crooks, stay away from Sunrun!

Sunrun took our prior year's power bills and promised to generate enough power so we'd only pay NV Power the less then $14.00 connection fee', Due to a death and cancer diagnosis and treatment I didn't sit down and look at their performance until 16 months after it was activated. When I did I discovered they were producing about 50% of their PROMISED output. I was actually paying them more per KWH then I'd have paid NV Power. In January 2022 I quit paying my monthly bill because they CLAIMED the system was operating at 100% of what it was designed for. They then told me if I provided statements from NV Power, which we'd done before installation, they'd review the system's performance which I knew was a waste of time because they'd again claim it was at 100%. But I did it and before they'd even had time to study it they DEACTIVATED the system because I was 2 months in arrears! Now they're telling me if I pay the 2 months I owe they'll reactivate it? THEN I'd be right back to paying them more then I'd pay NV Power per KWH, SO why would I? My demand now is they either up grade the system to perform like their representatives PROMISED us over and over that it would or remove it!

Horrible company! So far, it has a) failed to properly file with city of San Diego for permits forcing a delay of 4 months; b) the delay would not have been discovered without having a relative within the city government discovering it; c) the initial installation of the roofing underlayment was done improperly, leaving a clear seam in the shingles which led to roof leak; d) company could not schedule a roofer to inspect so we had to do that ourselves; e) roofer discovered that sealant had not been applied properly nor had solar panel mounts been properly installed which necessitated complete removal of all panels and re-roofing (again arranged for by us, not the company); f) after panels were removed today, we discovered that a caulking gun and caulking tube had been left on the roof--which the workers merely tossed on the ground by the house, and several plants by the house had been trampled and broken; G) to add insult to these, we had to spend time filling out a form to request for the removed panels to be reinstalled! This company has been, to say the least, a complete disappointment in terms of its stewardship, accountability for quality of work, and follow through. We are regretting our choice of company to say the least.

I can see all you new customer are very happy with the quick installation. I hope and pray you will not have to call Sunrun for a roof leak be it their brackets created the leak or any roof leak. One of our rooms developed a leak around the 5th December 2022. I contacted Sunrun and I talked to a rep on 12/07/2022. I knew our warranty was for 10 years. The lady insisted it was for 5 years. I asked them for a copy of my contract.If the warranty was for ten years Sunrun would be responsible to repair the leak. Surprisingly the contract could not be found for 7 to 9 days. When it was finally sent to me it was differed with what I had paid for.It is noteworthy I was not sent a copy since the last 8 years. I insisted the warranty was 10 years but the lady said otherwise. I reminded her that I had got a quote in September 2022 from Sunrun to add more panels to increase production from 61/4 KW to 18KW and the warranty I was offered was 10 years but she would not agree.Every solar company offers 10 years roof warranty and 25 years product warranty. I must have contacted Sunrun almost 7 times between 12/07/2022 to 12/27 20222 before I finally got an appointment on the Thursday 12/29/2022 for a technician to come remove my five panels so that my roofer can come check my leak . I was promised a technician for 17 January 2023.If you do the math It would take 40 days to get a technician from Sunrun. With the heavy rains, we are experiencing for the last three weeks all my carpets,ceilings,documents etc. are damaged just because Sunrun could not provide a technician for 40 Days. Getting Sunrun was my biggest mistake in my life.

Today I heard some loud noises on my roof and then piece of equipment fell off my home. I called Sunrun to report it and have someone come out to make sure everything is secure and I was told fill out a claim and the damage claim team will call in 24-48 hours. I explained something already fell off my home and this is now a safety issue and need someone asap before something else falls off and possibly hurt someone. They said nothing they can do until a case is opened and they call me back. Then the rep ask for me to get pictures of the equipment and I explained I live a in a 2 story home and could not get pictures but they needed those photos before they can move forward with the claim. The manager even said sorry nothing we can do without the damage team but your equipment seems to be online and working so everything is ok. Seems as Sunrun doesn’t care about the safety of their customers and even when they know equipment is falling off the roof. Horrible service and would not recommend Sunrun to anyone. So now I hope nothing else falls off while I wait for a phone call!!!

I signed SunRun's contract in August, 2022, They installed panels on Sept 26, 2022, Then on Sept 27, 2022 , they sent me an e mail indicating thatthey installed a different model panel than that which the contract specified AND that the system, can't provide anywherre near the production that was guaranteed IN WRITING in the contract that we had signed . The e mail included a "change order' for me to sign- again this is AFTER they had installed the solar panels. SUN RUN knew their contract had overpromised production but apparently chose to install the panels BEFORE they advised me of this, presumably out of concern that I would not agree to the terms of the change order/new contract and they would lose the sale along w/ the investment they had made by replacing the part of my home's roof on which the panels were installed. I did not sign the change order but , strictly out of a sense of fairness, I indicated I would be more than happy to work w/ SUNRUN in creating a new contract the terms of which to be satisfacorty to both SUNRUN and me. I actually came to an agreement with the project manager regarding terms for a new contract . So one would think this should have been the end of this saga, but amazingly, despite me agreeing to , what is in essence, BAILING out SUNRUN for ITS mistake, SUNRUN seems to have "ghosted" me. I have left 2 phone messages for the project manager over a 2 wk period, with SUNRUN representatives who assured me they would give him the message and that I should be getting a return call within 24 hrs. I have received NO call back. I had also emailed him 3 times, waiting at least 4 days between e mails to give him time to respond. NO responses. So now my concern is that if customer service is THIS bad at a time when SUN RUN should be "BENDING OVER BACKWARDS" to satisfy me and get me to sign a contract (which I have no obligation to agree to) I can imagine how bad customer service WOULD BE IN THE FUTURE when /if a have a problem with the functioning of the system. I have never had the misfortune of working with a company whose customer service was THIS BAD.

I have my Sunrun solar panels for 7 years and noticed solar production started reducing over the last 18 months. It took several phone calls to Sunrun before they recognized an issue and agreed to send a technician. When the tech. arrived they had a device and could see that 11 out of my 43 panels were not working. They indicated that they will need to order optimizers which are back-ordered and could take up to several months. The technician indicated that new Sunrun installs will get the priority. I am now making 30% less from my solar panels while Sunrun puts resources to new installs. I have a problem with a company that cares more about new customers and less about existing customers. That's a poor way to conduct business.

The worst customer service EVER! Their meter stopped working in April/May 2022, they could not schedule an appointment as they were sort on staff.- Months have gone by, they have received NO data as to my usage, but they determined it "probably went up" so my monthly payment went up by nearly $100 per month. Multiple calls- everyone will bet back to me, but no one does. Then customer service tells me it is my fault as they have been unable to reach me. Seriously?? Still no repair. So I cancelled auto-payment! It is AMAZING they can call , text and email using multiple methods of media successfully as I am receiving 3-5 messages a day asking for money! I told them when they fix it - I will consider payment - and I expect a refund and full accounting of their methods and procedures for these last SEVEN months- how, why and who authorized my increased usage! They are so fraudulent! Frankly, I don't believe a word they say - I would never do business with them again . . . EVER!

If I could give ZERO stars I would. Leased my first set of Panels in 2011 and received a $2000+ True-Up bill from the start. It was truly like the panels were doing nothing. Saw Sunrun guy at Costco and since Costco was endorsing them I purchased another set of panels, but financed this set this time. Again, the panels seem to have done nothing. Still received a True-up of over $2000 year after year. I've called, emailed, reached out on Facebook and I just get the runaround. "Your panels are producing fine". Finally talk to someone who told me what I needed to do. Find on my paperwork how much Sunrun promised they would produce VS. what they actually are producing. First set, 5.265kW and the 2nd set 7.155kW so that should be over 12kW. On my SunRun production app is shows that my panels produced 4.5 in 2021. So I called and spoke with someone on the phone for 3 HOURS and finally got her to see that they were indeed underproducing. She scheduled someone to come out. Dude came out, said they didn't have the part and would have to order it and someone would contact when it is in. That was September 16th, over a month ago! I call again today to just get transferred around and disconnected everytime I get transferred. So I have been paying for panels for the past 5 YEARS that have been WAY UNDERPRODUCING AND YOU DON"T NOTICE?? AND WHEN I CALL TO BRING IT TO YOUR ATTENTION I AM TOLD EVERYTHING IS WORKING FINE! BEWARE OF SUNRUN - RUN AWAY!! Worst Solar company EVER!! Oh, and just to let you know, I am a single mother struggling to raise my kids. I don't have time for this CRAP. You have taken advantage of this mama and she is NOT HAPPY!

Inverter on my system failed back in July. I discovered this myself by reviewing electricity bill's . Sunrun failed to inform me about the event so I'll keep wandering of why they have remote monitoring... To make story short I lcall them reporting the problem. I have been promised to get inverter replaced at certain date. Sunrun scheduling service LIED. No one showed up at the promised time frame - I called them back to find out what happened and guy on the phone was clueless about the appointment. Four hour of my time has been lost. I rescheduled for the next available time frame - more than two weeks down the road. I requested written confirmation this time. Anyways if they lie again and fail to adequately reimburse me for lost electricity generation I afraid that I will look for breached contract resolution at the court room.

My solar was installed over 3 weeks ago and I have had no contact with my agent about what is going on. I was told when I purchased that permitting and will be taken care of ahead of time and the only wait will be for PG&E to switch on. After calling around I am getting different answers of what is going on. I have been told like 4 different stories but the underline theme is the permit was screwed up and needed to be fixed. My agent assigned to me Angelica L has not tried to fix the situation or communicate in anyway. I am paying PG&E bills for 100+ heat because Sunrun cannot figure out what they are doing. At this point I just want the panels removed and go with a different provider that will actually acknowledge that I exist. Sunrun was quick to take my money, but actually communicating afterwards is nonexistent.

It took over a year for Vivint (now Sunrun) to turn the system on after installing it due to one issue after another requiring follow-up appointments that were scheduled 3 months out each time. They finally did turn it on 2018. There were numerous problems with breakers, inverters, etc. after that. The current and most pressing problem now with that the communication unit stopped working in December of 2020, and they seem to be incapable of fixing or replacing it, as call after call, appointment after appointment are scheduled to no avail. They even send out repairmen without checking if the replacement part has come in (it had not). They finally installed another small box, but it still didn't communicate. I called again and "Mary" told me that they needed to enter the serial number in the system and it should work in a day or two, and she PROMISED to call back and check. She never did, and it's still not working. (She's in a long line of customer service reps who have promised to follow up and never did.) THIS HAS B EEN GOING ON FOR A YEAR AN 8 MONTHS SO FAR. I call again and again, and they say that Riley B (who is assigned to the account) is the ONLY person that I'm allowed to speak with - but Riley is NEVER available and NEVER calls back, so I wait a few days and call again, and spend another hour on the phone PLEADING for ANYONE WHO CAN HELP. In the meantime, SDG&E wants their money, but Sunrun is unwilling to speak to them about what my system is generating until the technical issues are resolved, which apparently is never. UNBELIEVABLY POOR SERVICE.

Let me start with the positives. My local rep was fantastic. Responsive, explained things in great detail, always communicated changes that were occurring and what step of the process we were on. One time, I got a customer service representative that said they were in California, I don't remember her name... she was great. Every. Other. Thing. has been awful. I cannot express this enough. I am at the point where we will be seeking legal action against Sunrun. We signed a contract for the company to install 29 panels on our roof. I cannot see the majority of my roofline (2 story house on a hill). Guess what? They installed 36 panels. I am producing more power than I expected. I am paying more money that I expected. I am called Sunrun COUNTLESS times about this. Asking them to either lower our cost/KWH or remove the extra panels. Lots of run around and lots of no answers. Their customer service representatives are trained to reiterate what you say, over and over again. It is infuriating. One male representative asked me if I knew what a screen was. They broke my contract and are now dodging their error. They owe me a solution and an apology a this point. RUN from this company.

I've read many reviews on this site and it looks like most people are really happy with SunRun. But truly, after six months and my first summer, I'm still in shock about how much it costs. Please read the review from MAB Rancho Santa Margarita, CA. She is exactly right. I am paying up to $188 per month in summer just for my solar bills. Over 7 months, I've paid almost $1000. I can't believe how much it costs. I'm paying for the energy production--and will still have to pay PGE about $200 across the course of the year. This defeats the purpose of having solar in the first place. I contacted the company twice a few months apart and asked if I could change my contract and both times they have said "Migrated accounts cannot switch between billing types right now, but we're looking into offering this in the future with the integration of billing systems." I am deeply, deeply disappointed and out of pocket.