Sunrun
9.0
Overall Score
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KRM Houston, TX
I am leasing to own my Sunrun equipment and for the reason I went with them was the promise of batteries. Its been 3 years now of promise that the batteries would be available only to finally find out Dec 2019 that the equipment that was installed by Sunrun does not support batteries, They said I do not have the right inverter and it would take a major contract change to fix this . I have been lied to by Sunrun for three years now I will never buy this product again. I am looking to buy property in NV and go off grid and will not call Sunrun.
4 years ago
Reply from Sunrun
Hello, please direct message us with the name on the contract as well as your property address so that we may best support your concerns. We are very disappointed to hear that your experience has been such thus far. We would love to support a resolution for your issue as well as address any further questions/concerns.
Mar. 25th, 2020
Darith
They have good reviews they offers 10 years guaranteed on the roof and they work with Costco which we are a member and we get discount
4 years ago
Peter L Hilton Head Island, SC
This company is a sham! The first questions they ask is dealing with my personal financial information. They are rude! If I had financial issues would I be calling about Solar Energy add to my home? They refused to give me any info unless they delve into my financial situation! Amazing! maybe others are ok with this but I am not! Horrible. When I said I do not feel at this time that info is required...they basically said sorry....& hung up! I am livid!
4 years ago
Daniel Staten Island, NY
I was very pleased with SunRun Solar until I actually needed some help with a repair. My solar service has been down since February this year. In 10 days that will mark 7 months from the time of this review without solar service due to a necessary repair. In July my case manager indicated that it would finally be repaired soon, but it's still down. Now I can't even get him on the phone, and nobody is communicating with me. Stay away from SunRun.
4 years ago
Lucy Bakersfield, CA
I like the product and what you have to offer. My representative did not answer questions and did not accurately reflect what he told me when I asked for a written proposal. When I emailed him back, he did not reply. So I doubt I will use your company.
4 years ago
Gwen G Glendale, AZ
We requested a quote for solar after speaking to a representative at Costco. We set an appointment and the salesman called and told us they had to run our credit to prequalify... They pulled my credit twice and never showed for our appointment. I left messages at their office and never got a return call. I have excellent credit so this wasn't the issue. I think it was just a scam to get people's credit information.
5 years ago
Pamela Moore Concord, CA
Purchased system cash $24,000 to bypass lease. Came and turned our service off two times when all cash was paid up front. Ruined a 50 year old Jade plant that is irreplaceable by stepping on it to turn the service off. Getting apologies today after two years and what they call "Apeasement" but it will take them two weeks to figure out amount. Wow really Sunrun, shame on you.
5 years ago
Dave Bower Simi Valley, CA
Sunrun requested that I install a new roof so I did. after the roof company installed the new roof sunrun installed there solar and damaged over 100 roof tiles. Its been almost a year and they just wont fix it they replaced two tiles that don't match and that's all they will do. If you go with them read the contract before you sign Its not what the sales men say it is.
5 years ago
Reply from Sunrun
Hello Dave, thank you for sharing your concerns. We are sorry to hear that this was your experience with Sunrun. This is not the typical Sunrun experience, our drive is to make solar hassle-free by being attentive during installation. We would like to follow up with you in regards to the tech's findings, we will send you an email with the details. Thank you for helping us create a planet run by the sun.
Jul. 3rd, 2018
Jim Bowen Vero Beach, FL
When I inquired about whole house solar energy, their representative indicated I'd receive a phone call from them within 2-3 business days. I haven't heard from them except or an email which described in very general terms about solar energy. This email told me nothing new...but was nothing more than a brush off.
5 years ago
Reply from Sunrun
Hello Jim. We are sorry to hear that there has been a lack of communication. We want to make sure that communication is clear and easy to understand. Thank you for sharing this feedback, we will let our Leadership team know.
Apr. 23rd, 2019
Wyatt B and Carol L Ross Bakersfield, CA
Contract is very vague and misleading. Contracted for an 18 year lease. 9 years later trying to sell our home. Original contract lists the purchase price after 9 years at $24,000 OR 'Fair Market Value', whichever is greater. They tell us 'fair market value' is $45,000. 80% more than the scheduled price!! Protection against market fluctuations is understandable, BUT they never disclosed ANY inkling that the purchase price could be NEARLY DOUBLE THE DISCLOSED PRICE!!! BE VERY SKEPTICAL BEFORE SIGNING ON THE DOTTED LINE!!!!!
5 years ago
Reply from Sunrun
Hello Wyatt, thank you for your feedback we appreciate it. We would be happy to assist you and go in detail with any questions you have about the agreement. We can address how the price is calculated, and go over the fair market value as well as taxes. Feel free to private message us your contact information. Let's power forward!
Mar. 19th, 2019
Hilary Clovis, CA
Had our system installed in October 2018, and still waiting for it to be up and running. The only thing I hear from my project manager is "still waiting on power company to sign off". I kinda thought Surun would be more proactive.
5 years ago
Reply from Sunrun
Hilary, we are so sorry to hear about the delays in getting you permission to operate. Please private message us your contact information. We want to take the opportunity to turn things around for you.
Feb. 20th, 2019
David Gallup Camarillo, CA
Worst run company ever. It took them over a year to get our account up to speed when we bought this house with an existing Sunrun contract. Even now, more than two years in, they still can't tell us what they've been billing us for and they are asking for over a thousand dollars they say we owe but with no documentation provided. Many of our hours wasted on the phone with managers, etc. I've never seen such incompetence in my life, and nothing seems to fix it. Go elsewhere.
5 years ago
JCohick Dixon, CA
The name of their company implies what you should do "Run!!!", do not trust them. I finally was able to sell my home but had to outright buyout the lease. Now after having my house sold well over a month ago, they are hounding me for my monthly payment. Seriously I do not see how this company has such a high overall score. How many 1 star reviews have people left. This companies customer service practices are horrible. Looking forward to the day a class action lawsuit comes.
5 years ago
Reply from Sunrun
Hello Jason C. Thank you for your communication. We apologize for any issues caused during the service transfer process. We know that moving can be a stressful endeavor, so we want to make the transfer of the Sunrun Agreement as easy as possible. If you would like for us to review the current service transfer please private message us your contact information. We want to work towards turning this experience around for you.
Dec. 6th, 2018
Kayla Surprise, AZ
We sold our house back in September and here we going into January and still paying on a house we no longer own! I was told by supervisors and customer service reps that I will be getting a refund and I would no longer be charged! Well that was a lie I just got another email stating they’re gonna try to charge my account again for January!? I’ve asked to speak to corporate and apparently there’s no corporate number. It’s getting to the point where a lawyer might be necessary!
5 years ago
Reply from Sunrun
Hello Kayla. We bill one month behind, your last bill will be withdrawn automatically. We will only bill you for the last day the lease was in your name. If you would like for us to send you an invoice for the final bill, we would be more than happy to review and explain the billing to you. Send us a private message with your contact information.
Dec. 31st, 2018
Ken Szolosi
Sales people are very knowledgeable. Project leader keeps customers updated throughout installation from start to finish.
5 years ago
Reply from Sunrun
Thank you Ken S. For taking the time to leave a review!
Nov. 28th, 2018
Mohamed Attya Staten Island, NY
Really It sucks. I got the project done on January 2018. It costs 33 K and it suppose to work for at least the next 25 years. All of a sudden it stopped on June 2018 ( less than 6 month of production) and it took another 3 months to be fixed. No one how many calls I did to get it fixed. It's November 13th and same problem again. The idea is great, the system if it works also great but I'm not sure if I should get it from another company NOT SUNRUN.
5 years ago
Reply from Sunrun
Hello Mohamed A. We apologize you were not reached out too, this is not the Sunrun norm. Please feel free to private message your contact information. We want to take the opportunity to turn this experience around.
Nov. 14th, 2018
BERNARD J LaFIANZA Agoura Hills, CA
Sunrun installers did extensive damage to my roof, requiring $15k in repairs. According to Sunrun, there repair warrantee is only for 5 years and my installation was about 7 years prior to leakage. Called 4 times and their representatives refused to even come out to inspect the damages. I would not recommend this firm.
5 years ago
Reply from Sunrun
Hello Bernard J. 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.
Oct. 30th, 2018
Lou B Absecon, NJ
They start at my installation on June 18 and it Oct 18 and it still not up and running. Salesman refuses to call me back or answer my text messages. I called sunrun last week and still wait for someone to come out to see why the system doesn’t work. The system is complete but doesn’t and has never worked . Plus if you call sunrun your on hold for 1/2 hour or more. I am just fed up I wish I never started project With sunrun.
5 years ago
Reply from Sunrun
Hello, we are so sorry to hear this was your experience. This is not the Sunrun norm. It's disheartening to hear your system is having issues. Please feel free to private message me and we will be more than willing to work with you. we can review your system's production. Thank you for your feedback.
Oct. 19th, 2018
Roberto Ferreras Downey, CA
I am a recent customer to Sunrun and have already started having issues with the equipment and service. The system stopped working about 3 week after installation. I had to chase them down for another 3 weeks before a technician was sent to repair the system. Tech is a contractor and claims they only have one for all of Southern California.
5 years ago
Reply from Sunrun
Thank you for reaching out to us, Roberto. We certainly hate to hear this. We want to-help with your situation and initiate our goal of providing a positive customer experience. Please private message me your contact information.
Oct. 2nd, 2018
William A Ranger Westminster, CA
Inconsistent sales information, sloppy and dangerous site inspection (left breaker box cover just sitting in place without replacing bolts to secure the cover and left blank circuit covers off and laying on the ground). Did not measure the garage even asking the technician if he did and he said yes he did measure the garage. I told the technician that the garage was the preferred location of the solar panels. A second site inspection for measuring the garage and battery-inverter placement was then required delaying the whole process.
5 years ago
Reply from Sunrun
Thank you for bringing this to our attention, William sincerely apologize for the lack of communication and service surrounding this matter. Please rest assure this is not how we do business and we'll work to turn this experience around.
Sep. 11th, 2018
Joseph Paino Staten Island, NY
Very disappointed with this company. Should have looked into other companys beforehand. They installed older model panels with lower kwh than other companys and I am not producing enough electricity. They also miscalculated my energy use and did not install enough panels. I am paying more for electricity now than before having them installed. I call them frequently and never receive a reponse in a timely manner
5 years ago
Reply from Sunrun
Hello Joseph. Our aim is to provide a customer experience that meets your expectations! This begins with our unwavering dedication to make sure your system is sized to meet your needs. 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. 13th, 2018
June P Darby Santa Ynez, CA
At this point the rating is so LOW it doesn't even register on the above star rating. I hope one star means the lowest possible rating. We are now into month 4 and still receiving full billings from PG&E. Sunrun had stated when selling us the solar system that they take care of everything. They did install the system, came out once to look at the system due to the PG&E billings, but we have heard nothing in response to our continued contacts regarding our electrical billings. Why would we put nearly $30,000 into a system that has gained us absolutely nothings except headaches?
5 years ago
Reply from Sunrun
Hello June P. Thank you for your communication. 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.
Aug. 29th, 2018
Paul Old Bridge, NJ
I made changes to my home which cast a shadow on a portion of my panels. This has affected my production. Unaware of this fact at the time, I reached out to Sunrun for options. Redesign being one of them. I’ve been told there’s nothing I can do. I am stuck with the system under producing for the next 18 years. I cannot fathom this fact. I had to badger them with emails over the course of a few months to even get that and always through email. Cannot get a phone call. It has been a terrible experience and I feel as if they do not care about there customers.
5 years ago
Reply from Sunrun
Hello, Paul Thanks for reaching out to us. It sounds like things have not gone as expected, this is disheartening! We absolutely understand the importance of communicating with our customers. Your experience has been shared with our leadership team.
Aug. 23rd, 2018
manfred becker Oxnard, CA
I have an 8 year old Sunrun system. The warranty clearly states the panels are covered out to 25 years. At the 10 year mark, they are guaranteed to have 90% output. One of my panels is dying, and only producing at 50%. Sunrun response is that since the other panels in my system are still working (only one is broken), the system is performing as expected. UNSAT. VERY unhappy customer.
5 years ago
Reply from Sunrun
Hello Manfred. Thank you for your feedback. We hate to hear that you are dissatisfied with the service. This is not the Sunrun. I see we've scheduled a technician to look at your system on August 27th at 8:00 am your local time. Our customer care team is working with a supervisor towards a resolution. Please let us know if there is anything in addition that we can assist you with.
Aug. 23rd, 2018
Desiree Tinney Buckeye, AZ
Horrible customer service, lie to get you to sign a contract and then won’t let you out, I am paying more now then I ever did before Solar. Every time I call I am told something new no one will stick to their word. At this point I am so frustrated I just want it removed yet they won’t even do that... No one will even buy our home when they learn we have solar through Sun Run..... walk away do NOT use these people....
5 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Desiree. We sincerely apologize for the lack of communication and service surrounding this matter. Please rest assured this is not how we do business, we've provided feedback to our leadership team.
Aug. 21st, 2018
Michael L Jones Corpus Christi, TX
The Rudest People , I have ever tried to do business with . Emailed to start a quote , there rep call and transferred me to some one else! I told them we were on SSI and dont pay taxes so the tax credit would not help us . She informed me that in that case I could not afford them !!!!!!!!!!!!!!!! SUNRUN YOU BETTER GET BETTER SALES PEOPLE > I CAN AFFORD ANYTHING I LOOK INTO !!!!! You lose me and everyother retired person i can Tell !!!!!
5 years ago
Reply from Sunrun
Hello, Michael L. Operating with the highest level of integrity happens without question! That's why we immediately shared your experience with our sales leadership team. We apologize if you were given the wrong impression, this is not the Sunrun norm. We offer a variety of plans and services to make our systems affordable. Thank you for taking the time to leave your feedback.
Jul. 26th, 2018
David Roberts Arlington, TX
Terrible. Sales person not actually excited at all. Hum drum said he would take pictures and someone would get back to us in 24 hours nothing as of today 4 days ago. He did not even go over your program. Waste of my time!!!. Dealt with Solar City in the past boy night and day with customer service. Your company needs work! and I mean work on it. Its terrible.
6 years ago
Reply from Sunrun
Thanks for your communication, David R. This is not the typical customer experience and we provided this feedback to the sales leadership.
Jul. 26th, 2018
Tom Steitz Fresno, CA
Was given a price from the salesman who spent 2 hours with us
and then 5 days later raises the price by $54.00. He claimed it was just a spitball estimate, but spent 2 hours of our time for nothing. I will not use these installers, they cannot be trusted.
6 years ago
Reply from Sunrun
Thank you for your communication Tom S. We are so sorry to hear about this experience, we value your time. To hear this is disheartening, we want to take the chance and turn things around. We would be more than happy to review the size of the system, and what the price would be. We have shared your information with our leadership team as well. Thank you for taking the time to share your concerns.
Jul. 26th, 2018
Pat Marziale Clovis, CA
We have been waiting 2 months for a replacement inverter. Customer service is nice but the case managers never call back when they say they will. Now it's over 100 degrees and my solar is useless because they either have no intention of honoring the warranty or they got my inverter and installed it elsewhere or they just don't care and hope I go away. I spent a heck of a lot of cash for my system. Maybe that's it. I don't owe them money. It's paid for. Wish someone could really help. This sucks
6 years ago
Reply from Sunrun
Thank you for your communication Pat M. It's disheartening to understand your interaction with customer support fell short of Sunrun's expectations. We are working to get your service issue resolved as soon as possible, and we want to thank you for your continued patience. We will share your feedback with our management team. Can you please private message us your contact information? We will have a Specialist reach out to you.
Jul. 9th, 2018
Steven Berck Uncasville, CT
It appears that Kimberly Ramirez-Martinez is an automated AI. Besides us receiving a request for contact information we found that anyone with an issue receives the same response. We have yet to receive a call from Kimberly Ramirez-Martinez - is this the same for everyone?
This company must be a FLY BY NIGHT type company. No one replies to emails. We have sent emails to several different emails obtained from their web-site without anything other than automated responses.
6 years ago
Reply from Sunrun
Thank you for your feedback Steven B. We are sorry to hear that this was your experience with Sunrun. This is not the typical Sunrun experience, our drive is to make solar hassle-free by being attentive when explaining the product to our potential customers. This feedback will be shared with our sales leadership team. Thank you for your feedback. Please private message me your contact information.
Jun. 21st, 2018
Shannon O'Connell San Diego, CA
Read every word of the contract!!!! Even if it is 30 pages long and the sales people show it to you on a tiny note book. What the sales person promises is not what you are signing up for. They lied to my face and now I am paying more than I ever did to SDG & E. I'm also concerned I won't be able to ever sell my house with the existing 20 year contract!
Sunrun - Don't bother with your automatic response system. You really don't care as long as you are making money hand over fist. Sleep well.
6 years ago
Reply from Sunrun
Thank you for reaching out to us Shannon O. We strive to always provide outstanding service. In keeping with this, operating with the highest level of integrity happens without question! We make sure to provide a copy of the agreement as well as offering an orientation call to our new customers. We make sure the most important points are addressed . In regards to sellig your home, Sunrun makes this a seamless process. If you are looking to sell your home please contact us so we can get you in touch with a service transfer coordinator.
Jun. 27th, 2018
Claire D’Orso Castle Rock, CO
I am writing on behalf of my mother. My father had this system installed a few years ago. He passed away, and now we cannot sell the house with these panels on it, and may be obligated to pay the remainder of the “lease”, purchase them, have them removed and replace the Spanish tile roof. There will likely be no money left for my mother, who requires around-the-clock care and now lives with us. Targeting elderly senior citizens at the end of their lives is wrong and ought to be illegal. My parents’ “estate” is now obligated, and could end up bankrupt.
6 years ago Edited September 14, 2021
Reply from Sunrun
Hello Claire D. Thank you for your communication. We find that Service Transfers are easiest when the Agreement is disclosed early and made a contingency of the sale. Our Service Transfer process is simple and requires you and the buyer to complete three steps prior to the close of escrow. You and the buyer must sign the "Transfer of Sunrun Solar Service Agreement" form. The form may be signed in counterpart, so the signatures do not need to be on the same copy of the form. The buyer must receive credit approval and can request a link to our online credit application from their Service Transfer Coordinator.
You or the buyer must submit proof of Title transfer. This can include a title report with the new homeowner's name on the title, the grant deed or a closing statement.
In regards to the tiles on the home. The installation pictures show no broken tiles, none of the cases or project notes on the account mention this. Customer needs to provide pictures of the damage as we don't believe it's from the installation.
Feel free to private message me your contact information so we can work towards a resolution.
You or the buyer must submit proof of Title transfer. This can include a title report with the new homeowner's name on the title, the grant deed or a closing statement.
In regards to the tiles on the home. The installation pictures show no broken tiles, none of the cases or project notes on the account mention this. Customer needs to provide pictures of the damage as we don't believe it's from the installation.
Feel free to private message me your contact information so we can work towards a resolution.
Jun. 21st, 2018
Raffy Newton Center, MA
Terrible customer service. Company does not communicate amongst its employees. Back end systems don't match up consumers information. Online stats never reflect real time every use. App on phone never shows updated stats. Over all experience has been TERRIBLE! They take no responsibility for any of their mistakes and blame everything on the customer. They penalize you by not sending out technicians to your house on purpose, I was just told this by a rep on the phone!!!
6 years ago
Reply from Sunrun
Thank you for your feedback Raffy. This is frustrating, and not the standard Sunrun customer experience, we will share your feedback with our engineering team. Can you please private message me your contact information so we can look into the App issue for you? We will have a specialist reach out to you, we want to take the chance and change this experience around. Thank you for helping us create a planet run by the sun.
Jun. 20th, 2018
Anonymous
Inspector (unfortunately I forgot his name) was very courteous, explained everything ahead. Was very professional and mannered.
6 years ago
Reply from Sunrun
This is wonderful to hear! Providing the best customer experience is our aim, and it all starts by doing the simple things. So glad to have you as a customer. Thanks for helping us create a planet run by the sun! Power Forward!
Jun. 13th, 2018
D kobata Concord, CA
Had s new roof put on. They where great taking off the panels but it’s like pulling teeth try to get them put back on. One panel is broken they had to order one it’s been three weeks without solar, keep calling but no one ever returns my call. Ask that a supervisor call me they said he would return my call in two days. It’s been going on a week now no call back. In the meantime I have all these panels in my garage that I can’t use. This is getting ridiculous time to call 7 on your side
6 years ago
Reply from Sunrun
Thanks for your contact! Our aim is to provide a customer experience that meets your expectations! We are so sorry to hear this was the case. Please feel free to send me a private message with your contact information, we would like to have someone reach out to you.
May. 24th, 2018
Irina
great presentation,, no personal meeting,,, answered all question, better rate than other solar companies,,, very effective communication
6 years ago
Reply from Sunrun
That's what we love to hear, Irina! Providing the best customer experience is key because our mission is to create a planet run by the sun. Thanks for sharing your story! So happy you took that first step to learn more about solar energy's advantages. We are thrilled to welcome you to the Sunrun Family! Power Forward!
May. 15th, 2018
Joe Guarino Plainview, NY
I think Sunrun is a very poorly ran company. My system was out for 6 days and I accidentally saw the red fault light on . I never ever got a call from the company who was supposed to be monitoring the system 24/7 . I called and got the run around . I finally got it reset after 9 days . The system is still underperforming and I requested a call back from a supervisor and never received a call back . I would never recommend this company and solar is so not worth all it’s made out to be .
6 years ago
Reply from Sunrun
Thank you for your feedback, Joe G. Our aim is to provide a customer experience that meets your expectations! This is not the Sunrun norm and we would like to further investigate this matter. Please private message us with your contact information, and a specialist will be in touch with you.
May. 17th, 2018
Joanne leslie Beverly, MA
Excellent job today! Great installers,: polite, neat, very fast, and just did an outstanding job at our home today❤️
6 years ago
Reply from Sunrun
That's what we love to hear, Joanne! We aim to provide the best customer experience and are constantly working to cut down our installation process time. So thrilled you're now a new member of our Sunrun family!
May. 4th, 2018
Audrey Boudreaux Kelseyville, CA
Rating should be “ minus” one...Had to laugh while reading all the 5 star reviews..Wait until you have a small leak in your roof, it’s not going to make you happy when you call “ customer Non-service” for help...We made so many calls, had soooo many roofers say, leakage was caused by Solar Panel installed wrong, Sunrun gave us the “run-a-round”..Find another Company for the job...
6 years ago
Reply from Sunrun
Hello Audrey B. Providing an outstanding customer experience is our goal! That's why valuing your time by meeting expectations is so important. To understand your experience wasn't up to this standard is frustrating! We will have a specialist reach out to you!
May. 3rd, 2018
Jon Stockford Oakdale, CT
Everything is great when the system works but when you have a problem they make all these promises to get someone out but they are extremely slow to respond. This is the 3rd time in 4 years my system has been down. Once for a month, once for 3 months and it has been 8 days this 3rd time and was told someone would contact me within 2 days. I called again yesterday and was told they would call me right back with a answer. Still have heard nothing. Service could not be worse.
6 years ago
Reply from Sunrun
Hello Jon, thank you for your feedback! We are so sorry to hear you are having issues. We have assigned a specialist to reach out so we can get you taken care of!
Apr. 20th, 2018
Rosemarie Goffredo Washingtonville, NY
Sun Run is the worst company ever they don't live up to their agreements and when something is wrong you wait for ever for them to call you back which never come I would not recommend them to anyone. They are not there for the customer. who as to wait a month for an electrical problem which could cause a fire? Still waiting on a problem that I had in Aug of 2017 they refuse to comply that makes the contract Null and Void. Don't go with them you will be sorry, I know I am.
6 years ago
Reply from Sunrun
Thank you for your feedback Rosemarie. We apologize for any issues, this is not the typical customer experience and we provided this feedback to the sales leadership. We want to take this chance to address your concerns, I pulled up the service agreement and reviewed your production you are currently not having production problems if you would like to monitor your production you can do so by logging in to
Apr. 10th, 2018
Roxanne Eastham, MA
I do not like sunrun at all. When the panels were installed we told them we had a hot tub but it had not been used for a while and we got a new one. We have requested more panels be put on the house which they replied we did need more but they no longer do business in the state of Massachusetts. I really have not seen any savings. My electric bill is sky high and yes the weather has been terrible. Also we told them we needed some panels in the back of the house so we can get sun morning and after noon. They have done nothing about my complaints.
6 years ago
Reply from Sunrun
Thank you for your feedback. We are so sorry to hear about your experience. Remember that solar is seasonal. The panels will produce more during the sunnier months and less during the winter. Over the course of 12 months, you will still be saving. After having Sunrun for a year we can run your savings analysis. Feel free to private message me with any questions.
Oct. 10th, 2018
Tom England Bakersfield, CA
We were told our rates would never increase. The salesman told us anything to get us to sign. We signed up in 2008. We have tried to get some relief from them as they offer locked in rates now. We are seniors who are disabled and could use a break. Bill keeps getting larger every year. Defeats the reason to have solar. They have refused to work with us numerous times. I don't understand why so heartless.
6 years ago
Reply from Sunrun
Hello Tom E. Thank you for your communication, I see the system was activated May 6th of 2011. We are so sorry to hear you felt mislead during the sales process. I have reviewed your case history, and it looks like this is not the first time you inquire about the same concern. I want to offer to run a savings analysis for you; we can determine what your savings are with solar. I will have a Specialist reach out to you via email to inform you of what is needed to run the analysis. Once we have the results, we can go from them and work towards a resolution. We appreciate your time.
Mar. 12th, 2018
wil Grover Beach, CA
Sunrun is a horrible company. They do not stand by their warranty. Several of my panels have developed moisture leaks which ruins the individual photocells ( as explained by their service representative) . They refuse to repair/replace the panels even though the panels and system are still under warranty. One thing for sure about SunRun - you should read their name and follow what it says - RUN, do not walk from this company - run as fast and far away from them as you can.
6 years ago
Reply from Sunrun
Thank you for your feedback, Will. Our aim is to provide a customer experience that meets your expectations! It is disheartening to hear you had the opposite experience. With our mission of creating a planet run by the sun. Your feedback is greatly appreciated.
Mar. 5th, 2018
Leslie Flint Kapolei, HI
I have not had power in part of my house since installation, and now 2 months later I can not get anyone from Sun Run to return my calls. It has been confirmed through several electricians, that the panels do not supply enough power to our house to cover the need it demands. I have requested they come out and remove the panels from my home so that we can have another company come out and install panels and restore power to our home. PLEASE I beg of you to do your research and chose a different company for your solar needs.
6 years ago
Reply from Sunrun
Thank you for your feedback Leslie F. Our aim is to provide a customer experience that meets your expectations! We would be happy to further investigate this matter. Please private message me your contact information and we can work towards a resolution.
Feb. 23rd, 2018
Laura M Phoenix, AZ
Don't go with SunRun!! I was promised two credits, $500.00 for a referral and $500.00 for being a Costco member and they have not honored any of them. I have been on the phone each day and they say that they cannot honor the Costco credit even though I have it in an e-mail from one of their employees that they hired to sell the solar panels. I should have gone with Solar City and so should YOU!!!
Poor customer service, took forever for my solar system to be turned on when my referral only took one month, mine took three months.
6 years ago
Reply from Sunrun
Thank you for your feedback Laura M. Our aim is to provide a customer experience that meets your expectations! We strive to always provide outstanding service. In keeping with this, operating with the highest level of integrity happens without question! That's why we immediately shared your experience with our sales leadership team.
Feb. 21st, 2018
Keith Wright Las Vegas, NV
When I first had my system installed in October, they told me how to start it up and it seemed to work. 2 weeks later, I went to check it and it was offline. It took a week to get a service call to get it working. I just got my power bill from NV Energy and it was extremely high considering that I was supposed to be running solar. Apparently my system went offline again 3+ weeks ago and I was never notified. Now I get to wait another 5-7 business days for another service call. But at least they pull the money out of my account every month like clockwork. Use ANYONE but Sunrun.
6 years ago
Reply from Sunrun
Hello Keith, thank you for your communication. We understand the frustration service issues can cause. We have reviewed your system’s production, and it looks like your system was producing up to contract until 01/23/2018. The system stopped communicating the kilowatts it produces daily, this doesn’t mean your panels are not producing energy. If the inverter has a green light your system is still creating power, if the system is down you are protected by the performance guarantee.
As a Sunrun customer, you are protected by our performance guarantee. This guarantees that you will never pay for electricity that you do not receive. On every anniversary of the In-Service Date, Sunrun will calculate the "Actual Output" of the system. If the actual output is less than the guaranteed production for that anniversary date listed in Exhibit A, then Sunrun will issue a refund. This refund is calculated by subtracting the actual output from the guaranteed production and then multiplying by the refund rate listed for that year in Exhibit A. I have created a Field Service ticket, and you’ll be contacted to schedule a date for us to come out and look at the meter. If you have any questions, please feel free to call Customer Care or private message me.
As a Sunrun customer, you are protected by our performance guarantee. This guarantees that you will never pay for electricity that you do not receive. On every anniversary of the In-Service Date, Sunrun will calculate the "Actual Output" of the system. If the actual output is less than the guaranteed production for that anniversary date listed in Exhibit A, then Sunrun will issue a refund. This refund is calculated by subtracting the actual output from the guaranteed production and then multiplying by the refund rate listed for that year in Exhibit A. I have created a Field Service ticket, and you’ll be contacted to schedule a date for us to come out and look at the meter. If you have any questions, please feel free to call Customer Care or private message me.
Feb. 16th, 2018
Anne Blakeley Yucca Valley, CA
My father died in November. The agreement was in his name. However, the home is not. I have been the homeowner since 2007 and the agreement was signed in 2012. I knew my father signed the agreement, but had not seen it until after he died. The agreement is not acceptable to me. Because the agreement my father signed is invalid I've been asking Sunrun to remove the solar panels and repair the roof damage from the panels. It's been 3 months and Sunrun has yet to comply and they continue to send my father a bill. Obviously these bills will not be paid.
6 years ago
Reply from Sunrun
Thanks for contacting us Anne B. I can certainly understand the situation can be frustrating. We want to work with you towards a resolution. I see you have been in contact with one of our Managers. We did an extensive investigation regarding your case. Please private message me your contact information and we can review the information in detail.
Feb. 12th, 2018
Cheryl Garden Grove, CA
I have been a customer for over five years. My panels have never delivered what was promised, and now I am being charged an enormous fee because of it. I am protesting because I do not think it is fair as I still pay a huge fee to the electric company. I would recommend buying your own solar panels if you want to go solar, and not leasing from a company such as this one.
6 years ago
Reply from Sunrun
Thank you for your communication Cheryl. We are sorry to hear about your experience. Our aim is to provide a customer product that meets your expectations! It is important for our customers to feel they are benefiting from going solar. Please reach out to our Customer Care so we can further investigate the issue. Our number is 855-478-6786.
Feb. 7th, 2018
Susan M Chatsworth, CA
They are friendly and professional. The two guys that have been to my house have been great. But it is taking a long time to get my final plans prepared
6 years ago
