Sunrun
8.3
Overall Score
This company may not service all states.
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LAST UPDATED: December 7th, 2023
There are many solar companies out there, but which one actually provides the most value and best customer service? We've made it our mission to find out.
After conducting exhaustive research on the solar industry and gathering hundreds of Sunrun reviews, we've weighed the good and the bad and discovered Sunrun to be one of the top installers of solar panels based on a variety of criteria points.
Sunrun, which is the nation’s largest residential solar, storage, and energy service company, has installed over 1,600 megawatts of solar power and helped hundreds of thousands of consumers. The company is based in San Francisco, California.
Sunrun is the pioneer of the solar-as-a-service model and continues to drive innovation of solar generation, storage, and energy services and technologies. The rooftop solar provider's mission is to create a planet run by the sun.
Video Customer Reviews
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Leon
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The Good
- Payment Flexibility
- Customized Solar Systems
- Simple Solar Process
- 25-Year Maintenance
- Roof Warranties and Coverage for Sunrun Solar Panels
- Customer Care Team
- Solar Battery Storage Options
- High Level of Transparency with Customers
- Installation Experience
- Extensive Availability
- Helpful Website
- Positive Sunrun Solar Reviews
Payment Flexibility
To fit customer needs, Sunrun offers several solar financing options, including solar lease, Power Purchase Agreement (PPAs), prepayment, outright purchase, and solar loan.
Sunrun solar lease and PPA options give customers the chance to reap the benefits of a home solar system for zero to little upfront cost. PPAs from Sunrun help the homeowner save on his or her electric bill.
The prepayment option features all of the same benefits as the lease option, except the customer doesn't have to worry about the hassle of monthly payments.
Purchasing a Sunrun solar system outright provides customers with long-term savings, while financing a Sunrun solar system through a loan allows customers to make payments to own their system, which provides long-term benefits.
Customized Solar Systems
Sunrun understands that when it comes to renewable energy, every customer's home, lifestyle, and savings goals are unique.
As a result, the solar company customizes every solar panel installation to the customer's needs using its own proprietary Automated Site Modeling design technology. With just a few pieces of information and satellite imagery of the rooftop, Sunrun's Automated Site Modeling software quickly designs a custom solar energy system to maximize production.
Simple Solar Process
Sunrun strives to make switching to clean energy as simple and hassle-free as possible for its customers. The solar installer saves time by taking care of everything from scheduling to permitting and allowing people to follow their installation progress through the mySunrun mobile app. The design and installation process is as follows:
- Step 1: Sunrun's experienced technicians will visit, measure, and evaluate the home; ensure that a solar system is the right fit; and design a customized solar plan.
- Step 2: Sunrun's design experts will review and make any adjustments to the custom evaluation.
- Step 3: Sunrun submits the design plans to the local city government for permitting.
- Step 4: After the permit is granted, Sunrun's installers will come out to the home, go over the custom design with the customer, receive approval, and get to work.
- Step 5: Once the system has been installed, the city or county will perform the final inspection.
- Step 6: Sunrun will submit documents to the utility company and "Permission to Operate" will be granted.
25-Year Maintenance
If Sunrun customers choose to lease or obtain a PPA, Sunrun will own the solar panel system and, therefore, is responsible for all maintenance and repairs of the system. Additionally, Sunrun will refund customers if the panels installed on their roof ever underperform.
Roof Warranties and Coverage for Sunrun Solar Panels
Other benefits of Sunrun's product include a 10-year warranty on systems that are purchased and up to a 25-year warranty on systems that are leased. Each solar customer's Sunrun contract also includes a roof warranty, which protects the roof from leaks or holes.
In addition, Sunrun provides its solar customers with daily system monitoring for no additional fee. The company's monitoring team oversees all all Sunrun systems and keeps an eye on production levels. If something happens or if performance dips, Sunrun will contact you as soon as possible to get things fixed.
Customer Care Team
Sunrun provides a U.S.-based customer care team that is ready to answer questions and help resolve any issues that may arise.
Battery Storage Options
Sunrun offers a solar battery storage option that can be purchased or leased called Brightbox. With Brightbox, customers can enjoy safe, clean, and reliable backup power in the event of a blackout.
Brightbox also helps customers manage electricity costs by seamlessly optimizing when a home uses electricity generated by solar panels, stored in the battery, or from the grid.
High Level of Transparency with Customers
Sunrun provides an abundance of helpful information on its website and strives to be very transparent with its customers. The company's website includes detailed solar education and FAQ sections, a helpful Guarantee page, and an informative "Plans and Services" page that will help customers better understand Sunrun's products and how to start taking advantage of solar power.
Installation Experience
When it comes to solar installation, Sunrun is one of the most experienced companies in the solar industry. In fact, the company is one of the few solar installers that has installed over 1,600 megawatts of solar energy.
As a result, the solar energy company has offset 3.7 million tons of carbon emissions and helped more than 240,000 customers to control their energy bill.
Extensive Availability
Sunrun currently offers solar energy services in the following states:
- California
- Connecticut
- Hawaii
- Illinois
- New York
Helpful Website
Sunrun's website includes a variety of articles and helpful, easy-to-digest resources, including information on solar panels, plans and services, the cost of solar, warranties, installations, rebates and incentives, net metering, local information, solar education, and more.
Positive Sunrun Solar Reviews
Over 60 percent of Sunrun reviews are 4 or 5 stars. This means more than 1,000 happy customers across the United States to date.
Happy Sunrun customers talk about quick and efficient customer service when problems arose during installation, the company's proactiveness in setting up and keeping appointments, and the respectful and friendly Sunrun staff.
Check out this positive Sunrun solar review from a happy client:
Paul P. from California City, CA
"They have a great service team. It started at the point of contact and included every person they sent to my house. There was one point when I thought that there was a malfunction. They assured me that I wouldn't need to hire anyone else to fix it. They talked me through it on the phone."
The Bad
- Outsourcing Installations for Remote Homes
- Customer Complaints
Outsourced Installations for Remote Homes
A majority of Sunrun's installations are performed in-house, meaning that Sunrun employees will install the solar systems themselves, which is ideal. Occasionally, the company will contract other installers to work on homes that are too remote for Sunrun itself to reach.
While Sunrun does train and approve these third-party contractors before they work on a home, this outsourcing strategy has often led to inconsistencies in performance upon installation. Consequently, customer satisfaction concerning the installation quality and overall experience varies.
Customer Complaints
While a typical Sunrun review is 4 or 5 stars, Sunrun does receive about 25 percent 1-star reviews. These unhappy customers complain about the company not prioritizing existing customers, being short on staff and taking months to get an appointment, and overpromising and underdelivering when it comes to solar production and savings.
The Bottom Line
Overall, Sunrun is highly recommended to homeowners who are looking to go solar. Sunrun's high quality solar energy systems, variety of financing options, lengthy maintenance coverage and warranties, and customer service and transparency are attractive features that make breaking away from your utility company and switching to solar simple and affordable.
Interested in going solar with Sunrun? Find out more. Want to learn more about Sunrun? Check out the Sunrun solar reviews from real customers below.
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Sunrun Frequently Asked Questions
How does going solar with Sunrun work?
After you sign your Sunrun agreement, you’re ready for solar panel installation. The best part? You don’t have to lift a finger because we take care of everything from scheduling to submitting permits, to working with the city and utility, and securing your solar panels to your roof. Naturally you’ll have questions, and we’ll be right there with you answering them every step of the way.
Once you’re approved for a Sunrun solar installation, your home will undergo a site assessment and an expert solar technician will visit your home to confirm your system design.
After that, our solar design experts make any necessary adjustments to your design and get your final approval. Once you’ve approved your system design, we submit your design to the city for permitting. From there, either Sunrun or one of our local certified partners perform your solar installation. We only partner with the top-rated solar installers, so know you’ll have the highest quality solar installation available.
When your installation is complete, the city or county will perform a final inspection on your system. Once it’s approved, it will be connected to the grid, and we’ll submit your documents to the utility company. After your utility company grants Permission to Operate, you’re ready to start powering your home with the sun.
How much does a solar energy system from Sunrun cost?
Solar home solar system prices vary by home, your utility company, and your location. Contact Sunrun for a quote today.
What solar panels does Sunrun use in its installations?
Sunrun uses standard and high-performance solar panels in its installations.
How long does it take for Sunrun to install solar panels?
The process of having a home solar system installed on your roof can be relatively quick. Many Sunrun installations are completed in one day.
But before our crew comes to your house, we take a few weeks to prepare your project so that you have the smoothest installation day possible. You will have a team of experts working for you during this time who handle the tasks necessary for a smooth solar installation and keep you updated along the way. Our customer app also allows you to see your installation status during this time:
- Conduct a site survey to look at your roof, attic and electrical panel
- Finalize your custom design
- Apply for permits and wait for approval
- Collect other necessary approvals and documentation that is specific to your neighborhood, such as HOA approval
Your project coordinator will be in touch with you throughout this time to keep you up-to-date on your progress. When it comes time to install the system, your installation coordinator will let you know how long the construction process will take for your home.
How long is a Sunrun agreement?
In general, our Sunrun agreements last for up to 25 years. Contact a Sunrun solar advisor for more information.
What happens at the end of a Sunrun agreement?
When you reach the end of your Sunrun agreement, you have three options:
- You can purchase the solar system at the fair market value (excluding New York homeowners).
- You can renew your lease with us on an annual basis.
- Sunrun can remove the system at no cost to you.
When you reach the end of your agreement, the Sunrun Customer Care team will help you with moving forward however you choose.
Does Sunrun offer a warranty?
All of our solar equipment is backed by robust warranties. When you choose BrightSave, your solar system will also come with 24/7 monitoring and maintenance. So if it breaks, we’ll fix it, free of charge. Contact us to learn more about our Comprehensive Home Solar System Support.
Does Sunrun offer solar monitoring?
Yes! We have a monitoring team dedicated to keeping an eye on your home solar system. Here’s how it works:
- We record production (in real-time) — Your Sunrun meter counts your kilowatts as they’re produced.
- We collect your production data (every six hours) — Four times a day, your Sunrun meter sends your production data to our Denver-based monitoring team, where all production data is collected, stored, and analyzed.
- We evaluate your production (every day) — We compare your production to the estimates included in your contract to confirm that your system is working as expected. We also check the weather and other systems in your neighborhood to make sure you’re harvesting just as much sunshine as your neighbors.
- We fix what needs fixing (if necessary) — If your system isn’t working as expected, we will identify the issue and rectify the situation. If we cannot fix your system with remote troubleshooting, we may need to send a technician to take a look at your system in person.
How many states is Sunrun in?
Sunrun currently offers residential solar service in 22 states, plus the District of Columbia and Puerto Rico. Sunrun states are Arizona, California, Colorado, Connecticut, Delaware, Florida, Hawaii, Illinois, Massachusetts, Maryland, Nevada, New Hampshire, New Jersey, New Mexico, New York, Pennsylvania, Rhode Island, South Carolina, Texas, Utah, Vermont and Wisconsin.
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Erik Cacciottoli Middletown, NY
1. System advertised and designed was not installed as per discussions, battery was suppose to be
installed in garage for safety reasons, they installed it in the basement.
2. System does not do
what I was told. Battery was suppose to work along side solar to help reduce dependence of grid, the
battery will only go on when there is no grid power.
3. monthly payment was changed from 302 to 352
then another change in 18 months. to 501, none of this was discussed. I was send a form with my
signature that i never saw and had. I spoke with two other people who where going through them and
they also never saw that form either.
4. Has failed electrical inspection no main cut off
switch.
5. Lied to about refer program. was told it was 1000 per person. I referred 2 people and was
told that I was only getting 1 person for 500.
6. System percentage isn't going to be what they
said after i spoke with a third party about what was going on.
19 hours ago
Aviva Pressman Los Angeles, CA
Sunrun is the absolute worst company I have ever dealt with. My father signed a contract with him and then got cancer and died. They won't let me out of the contract. Every other contract he had signed or business he was involved with was understanding, but not this one. Dealing with them has been absolute garbage since the day I took over. And now they're insisting I either pay them $5000 to end his contract or sign a contract with them. I don't want to sign anything with such a vile, awful company. Ive been on the phone with them for 20 minutes this morning trying to figure out why I got a letter saying I'm 0 days past due on a $0 payment so they're shutting off the service and I have to pay out the rest of the contract now.
And the best part is, my electric bill is still super high!
I seriously cannot stress enough how terrible this company is.
1 week ago
Reply from Sunrun
Thank you Aviva for reaching out to us. We are deeply saddened to hear about the experience you have had with our services and we want to help resolve your concerns. We have escalated your case to our Escalation Team and an Expert will contact you as quickly as possible to help improve your experience with us as well as resolve your concerns. Thank you !
Nov. 27th, 2023
Vince Rosetto Toms River, NJ
BUYER BEWARE!! I would like to give NO STARS! This company lacks in maintaining and inspecting your solar panels- ours have leaked as a result of such negligence. We did have a private company come out to assess why it was happening. In over 5 years they have not been once inspected, nor maintained. In addition, communication or lack there of, has been awful. We had to schedule an appointment for one of their team members to come out as our roof was leaking into our attic… TWO MONTHS LATER during the rainy season. Well, they have now rescheduled 4 times. Nov. 14th, Nov. 22nd afternoon then rescheduled for the morning, AND NOW Dec. 4th. This last time they sent out a message confirming this date WHICH WE NEVER AGREED TO! Honestly the worst company. If you are thinking about going with them, you may want to think twice. I can send you the emails as proof— I would hate for anyone else to be coerced into buying/leasing their panels from a company who truly does NOT value their customers, or their homes. They are eager to put them on your house, yet not so eager to help you if the cause damage.
2 weeks ago
Reply from Sunrun
Oh no, Vince! We are so sorry to hear this and we definitely want the chance to turn your experience around. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case. Thank you for bringing this to our attention.
Nov. 27th, 2023
G G Los Angeles, CA
After signing the contract, they became increasingly unresponsive to our calls and messages, providing vague excuses for the delays. This lack of communication left us feeling neglected and frustrated.
False Statements and Design Mistake: They initially mentioned that our contract had been voided without providing a clear explanation, only to later mention that a new one had been sent. These conflicting statements were confusing and eroded our trust.
Furthermore, it has come to our attention that a significant portion of the delay was caused by a mistake in the system design, which was originally based on my neighbor’s roof and not ours. Now even after 15 months, our solar has not been activated yet. Avoid this company, avoid them for the sake of your family and your property
4 weeks ago
Reply from Sunrun
We’re truly saddened to hear about the challenges you’ve encountered, GG. Your satisfaction matters to us, and we’re eager to better understand your situation. We will be sending you a private message requesting additional account information so that we can personally connect you with an Escalation Expert to help assist you further. Your cooperation is greatly appreciated as we work towards finding solutions. Thank you.
Nov. 10th, 2023
Verified Customer
Review Source
Scott Sewell, NJ
The installers that were at my house said they would be returning to cut a few pieces that were too long. They never came back and I haven’t been able to get anyone back. There are 3 pieces that extend past my roof and it doesn’t look good at all. Also, we were offered a $1000 referral for anyone that we recommended SunRun to as long as they also purchased solar. We never received that $1000.
2 months ago
Reply from Sunrun
Oh no, Scott! We're so sorry to hear this and we definitely want the chance to turn your experience around. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case.
Sep. 20th, 2023
4theartess
Didn't get things as promised. Made a mess of the house with pipes and equipment running all over the roof and on both ends of the house. Very ugly. 2nd day after hook up we lost power to half the house and Sunrun failed to respond to us for 5 days! Leaving us in the dark without any idea of how long we'd be without electricity. We actually spoke to 5 different people who said they'd "get back to us" but no one did. Then they messed up the paperwork, repeatedly. (I cancelled 2nd house order.) No one set us up about how to see the account or run the equipment. Several employees told us we needed to install the Tesla app, but their access wouldn't work, then our "project manager" scolded us for trying to use the Tesla app (our battery is Tesla) and said we should use Sunrun app. Can't access and, again, no response from Sunrun. Now they're hounding me about signing a form that says I'm not getting an EV when I repeatedly told my sales rep we ARE going to get an EV. I won't sign until they answer my questions and explain this contract they want, but they WILL NOT RESPOND. It's been months and months of not getting any responses to anything. Now I'm getting "past due" payment notices, but have never received a bill! Of course, no response to this either. I deeply regret going with Sunrun and wish I'd done more research before signing with them because now I see all kinds of warnings about them from neighbors on Nextdoor.
1 month ago
Reply from Sunrun
Thank you for bringing this to our attention. We'd be happy to look into this for you and we will be sending you a private message requesting additional account information so that we can assign a Specialist to assist you directly.
Nov. 2nd, 2023
Rose Elam Arlington, TX
I signed for my solar panel to be put in 2017. In 2018 I had them put in and I have not had a decreased electricity bill since that time. I have called and due to me not being able to be there on an 0800 to 1700 schedule Monday through Friday, they had no service for me. I final stop working a full time job and 2023 and they said the problem was the control panel. The electricity bill has not to this day come down to the quoted price before signing the leasing contract of $50.00. My bills are always. $200.00 or more. To get out of the contract, I have to Pay $16,083.00. What a bunch of crap.
1 month ago
Reply from Sunrun
Hey there, Rose! We appreciate you taking the time to reach out to us. Typically monthly savings will vary depending on your usage patterns. No need to worry, our team is here to help you maximize on those savings. We've assigned an Escalation Expert who will review your account and reach out to you as soon as possible to assist you further. They can take a few business days to review your account information so please don't hesitate to send us a private message if you have any questions in the meantime. Thanks!
Oct. 25th, 2023
Michael Adams Dallas, TX
I HAVE AN INTELLECTUAL DISABILITY, NO ONE EXPLAINED TO ME HOW ANY OF THIS WORKS. I WAS GIVEN PANELS AND PLANS THAT DIDN'T SUIT MY NEEDS AND ENERGY CONSUMPTION AND STUCK WITH BILLS THAT WERE/HIGHER THAN WHAT I HAD BEFORE. NONE OF WHAT I AM CURRENTLY GOING THROUGH WAS EXPLAINED TO ME AND NONE OF IT ACTUALLY FITS MY NEEDS. NO ONE EXPLAINED WHAT ANY OF THIS MEANS WHEN GOING THROUGH THE PROCESS.
WHOEVER DESIGNED MY PLANS AND INSTALLED MY PANELS DID SO UNDER THE GUISE THAT MY CURRENT ENERGY CONSUMPTION WOULD COVERED UNDER THE SOLAR PANEL PLAN I WAS GIVEN. THIS WAS NEVER TOLD TO ME OR EXPLAINED. NO ONE CARES THAT I WAS GIVEN A PLAN THAT WAS NEVER EXPLAINED TO ME WITH VERBIAGE THAT WAS NEVER EXPLAINED TO ME. NO ONE CARES THAT I WAS GIVEN A PLAN THAT THE ONLY WAY IT MAKES ANY SENSE TO HAVE IS TO REDUCE MONTHLY CONSUMPTION DRASTICALLY. IF NOT I ACTUALLY WILL PAY NEARLY DOUBLE WHAT MY UTILITY BILL IS. NO SALES REP EXPLAINED THIS, NO ONE AT THE COMPANY CAN EXPLAIN THIS IN A MANNER THAT ACTUALLY MAKES SENSE FOR ME AS A CUSTOMER TO HAVE.
1 month ago
Reply from Sunrun
Thank you for bringing this to our attention, Michael. Let me start by saying we are so sorry to hear about this situation. Our team would love the opportunity to speak with you further about your concerns to see how we can help turn this situation around. In order for us to best assist you, we will be sending you a private message requesting additional account information so we can assign an Expert to your case. Thanks!
Oct. 18th, 2023
Heath Jacob Murrieta, CA
I bought my solar from Sunrun but all their promises before I signed the contract were not true my system is not generating enough power as it shows in the contract and then my agent is not responding to my emails or text so I don't recommend this company
4 weeks ago
Reply from Sunrun
We are so sorry to hear this, Heath! We would love to review your system's performance and any other specific concerns you have. We will send you a private message requesting additional account information to get an Expert assigned to your case.
Nov. 9th, 2023
Isaac Koenig Morristown, NJ
The worst solar company ever!!!! They installed the panels and after 2 years, the water started pouring into my home. My roofer checked and the did not properly install the panels and damaged my roof that I had to replace the whole thing for $30k!!! Their response was "We never promised to fix your roof so we are not paying for it"!!!!! DO NOT INSTALL SOLAR PANELS WITH THIS COMPANY!!!! THEY DO NOT STAND BY THEIR PRODUCT!!
1 month ago
Reply from Sunrun
Thanks for reaching out to us, Isaac! We're so sorry to hear about the roof damage. We would love to discuss this further and will send you a private message requesting additional account information to get an Expert assigned to your case.
Oct. 12th, 2023
Edward Sarinas Chula Vista, CA
This company is untrustworthy. I specifically told the salesperson that I did not want a lease agreement. I negotiated a purchase agreement that I electronically signed on 8/6/2022. As I later learned, the salesperson did not electronically sign that contract, but instead put my signature on a lease agreement. The panels were installed in August of 2022; however, it took three appointments before the city would sign off on the permit because the company representatives either didn't show up or failed to provide the necessary documentation. The solar panels didn't go online until January of 2023, which unfortunately caused me to lose out on the solar credits until 2023.
After the final approval, I attempted to make my final payment. I was told that I didn't have a purchase agreement, but I had a lease agreement. Fortunately for me, I kept every electronic document, including my copy of the purchase agreement, emails, and text messages. It was nearly impossible to get anyone in that company to listen to me or to find someone who could actually help me, After eight months, the company relented and renegotiated a new purchase contract. Shame on them!
2 months ago
Reply from Sunrun
Edward, we are so sorry to hear this and we definitely want the chance to turn your experience around. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case to help improve your experience with us. Thank you!
Sep. 19th, 2023
jlwgraphics San Jose, CA
BUYER BEWARE! Please, if anyone from Sunrun approaches you, your door, from Costco or wherever DO NOT use this company. Read all the most recent reviews. I think they average a 1 dating back to June. What do you do when you see a restaurant rated a 1? Enough said. I signed on with them back in March. They still have not even started the work. Their excuse, PG&E. Of course.. how easy.. blame it on the other business. There is way more to this, but it starts with service and they lack this in every way. To start, the initial sale: Visit to the house, assure you they will stay with you and make sure you are taken care of. EVERYTHING perfect until you sign.. and of course they get their commission. I had 2 salesman, but one in particular who only cared about the sale is Mike G. I have tried to call and text him for months and nothing. Ghost. He used all the jargon, promised, total sales guy. nothing to back it up. Since March, I have been offered 2 dates to come up and do an electrical panel upgrade (not even install the solar yet), Thats 2 dates, in 5 months. I finally get a date in August and the guy comes out and says.."ohhhh we are probably going to need to move your panel to a different location" He could have come out much earlier to tell me that, but .. nope. So we are not in middle September and the whole company is basically leaving me hanging and blaming it on PG&E. 2 MAJOR things.. my bills due to the heat wave are super high so I am losing all that money that is the reason I went with solar. The 2nd I will likely get the panels installed when it gets dark at 5pm so I will not be able to store the energy.
This company is poorly run, has awful customer service and if there is anything I can assure you of, you will be no different. Please choose any other company.. or you will be in for a lot of agony and empty promises.
2 months ago
Reply from Sunrun
Thanks for letting us know, jlwgraphics! We're so sorry it's taking longer than you had expected to get the system installed. We want to do everything we can to help resolve this. Be on the lookout for a private message from us, requesting additional account information so we can get an Expert personally assigned to your case.
Sep. 14th, 2023
Verified Customer
Review Source
Baljit
I’m still paying high electricity bill.its more than a year my problem doesn’t get resolved. I’m in great pain because of this. I don’t know what to do
2 months ago
Reply from Sunrun
Hi Baljit. We are so sorry that you are not saving money with us. We would love to review your system's performance and any other specific concerns you have to get this resolved. We will send you a private message requesting additional account information to get an Expert assigned to your case.
Sep. 28th, 2023
Ramkumar Nachimuthu CA
WOST Company and NOT RECOMMENDED for SOLAR panels. They started this project on Feb 2023 and still didn't get permission from city. Meanwhile sunrun installed solar panels. I talked to city and city saying sunrun is not responding their queries. so i asked sunrun to terminate my project because of excess delay but they are saying i am liable for the installation. sunrun installed solar panels without getting approvals from city and cheating customers and still they are net able to get permits. so this is not worth for single star also. DO NOT go with SUNRUN.
2 months ago
Reply from Sunrun
Ramkumar, your willingness to provide your service address is greatly appreciated. We want to express our sincerest apologies for the extended time it’s taking to activate your system. Rest assured, we’re committed to helping you resolve this matter promptly. An Escalation Expert has been designated to review your account thoroughly and will reach out to you as soon as possible. Your concerns are our priority, and we're dedicated to finding a resolution. Thank you for your understanding and patience during this process.
Sep. 15th, 2023
T. C.
Got 12 panels (490 watts) , 1 tesla battery 13.5 , i turn on 2 air cond. 1 is 12 btu , 1 is 18 btu turn both on at 10pm battery is out of energy by 3:am , Not happy at all !
would need 2 batteries to make them work not informed of this at time of selling. After wards was told by seller put temp. at 72° thats hot i want cold 60° . keep this in mind at time of purchase.
c.s. said use 1 air cond. not much help..having 2 batteries for $240 . monthly for 25 yrs..that is helping ! NO HELP FROM SUNRUN ! STAY AWAY ! SHOULD THEY HELP ME I WILL REMOVE THIS REVIEW AND PUT A GOOD 1 IF NOT IT STAYS HERE FOR ALL TO READ.
Aug. 29, 2023 - update - No help from sunrun , they say system is fine & battery don't turn on 2 air conditioners (heavy loads) so battery can last all night , wow some customer service!
i'm in moca , P.Rico. These solar panels need more power & another battery to work efficiently ! I DO NOT RECOMMEND 12 SOLAR PANELS & 1 BATTERY YOU CANNOT OPERATE 2 AIR CONDITIONERS !
To sunrun : System has 25 year guarantee why do you want to send specialist to my house that charges me $190. for 1 visit amazing customer service !
3 months ago Edited September 6, 2023
Reply from Sunrun
We appreciate you bringing this to our attention, T.C. We are so sorry to hear that you are having issues with your battery and our team would be more than happy to look into this further to see what the issue is. We will be sending you a private message requesting additional account information so we can assign an Expert to your case that can help you further. Thanks!
Aug. 15th, 2023
Review Source
Siham Polus El Cajon, CA
The installation and customer service are extremely poor. The installation crew was a complete nightmare as they screwed it up, my roofing is leaking by them and I called them to come remove it I’ll fix the roof my self even tho they’re liable for it they send a guy got on the roof didn’t even bother to go inside the attic and then they said ohh it’s not our fault to cover their end , total scam I demand my free temporary removal so I can fix the roof instead they want to charge me 170 for a panel
3 months ago
Reply from Sunrun
Hello Siham, we are so sorry to hear this, and we would love the opportunity to improve your experience with us. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case.
Sep. 5th, 2023
tenille wright Markham, IL
Before installation of the solar panels SunRun provided a great plan and communication was excellent. The issues occurred after installation. Currently, it is July the process started in February and the panels were installed in April. My solar panels aren't active to this day. I was told everything would be up and running by June 29th at the latest.
Not only are my panels not active, but I also have a leak in my roof in the office. It's a small leak that seems to expand every time it rains. I had to move my computer and put buckets on my hardwood floor hoping that the water doesn't get on them. I have contacted Sunrun and they give me dates that the roofer is available to come to fix the leak without providing a time.
Finally, I scheduled a date and time with SunRun and they agreed to the time, but sent a roofer out 2 hours earlier than the agreed time. This roofer claimed to have fixed the leak without going into the house. My roof is still leaking. After that occurred they sent another roofer over who told my husband that he has to get his boss to look at the leak.
Currently, SunRun got back to me and provided me with a date that the roofer could come, but no time. This has been a nightmare for us.
4 months ago
Reply from Sunrun
Oh no, Tenille! We're so sorry to hear about the damage to your roof and apologies for the delay in resolving your concerns. We definitely want the chance to turn your experience around. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case. Thank you!
Jul. 24th, 2023
james B martin Alamo, CA
I bought Sunrun last year. They finished the installation at the end of October but didn't have it inspected until February of this year. I complained numerous times about it taking so long to no avail. It started up in February. I got a Tesla battery as part of the equipment for backup in case of an outage. I live in California and outages happen too often. I just noticed that the Tesla batter is at 0% charge and has been for some time. It started dropping off shortly after start up but I did not realize there was a problem. A couple of weeks ago there was an outage but I wasn't home. The flashing clocks indicate that it did not switch over. I contacted Sunrun about this and they said they would have someone look at on August 16th. Why so long? I asked Sunrun to move it up and provide compensation repeatedly but no one has gotten back to me. It is very frustrating! There were other problems with Sunrun that should not have happened but these are the main ones. I would not recommend them.
4 months ago
Reply from Sunrun
Thank you for bringing this to our attention, James. We are so sorry to hear that you are having issues with your battery, and our team would be more than happy to look into this further for you. We will be sending you a private message requesting additional account information so we can personally connect you with an Expert that can help. Thanks!
Jul. 19th, 2023
Review Source
Sofia Nauth La Mesa, CA
Where do I even start, i’m so frustrated with this company Shame Costco for advertising this horrible company! We were scammed and lied the guy that we welcome to our house pretty much lied to us about everything, he made us sign a contract that was totally fraud. We’ve had our solar since May 2022, it’s been over a year we have not had anybody call us back. We did a fraud claim. And yet nobody has even tried to reach out to us. We call almost everyday and they tell us the same story, they’ll have someone call us back and get no one does. We are finally getting a Lawyer to handle this case. Whoever , is reading this I hope you don’t ever have to deal with this company.
4 months ago
Reply from Sunrun
Hello Sofia,thank you so much for reaching out to us and we are so sorry to hear about your frustration, and we want to do everything we can to resolve it quickly for you. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case. Thank you!
Jul. 18th, 2023
Rebecca Tucker Oakland, CA
I could give a -5 I would. A SunRun Sales Manager literally forged my signature on a Solar Contract. I came home to find a sub contractor digging a trench on my property. I have only been able to speak with customer service and fill out an ethics violation form. No return calls from anyone in the Visalia office. Not even an apology for running such a company that someone could forge my name and impersonate me on the phone. He literally used his phone number as my contact number as well as his email address for the DocuSign Contract. Not one of the many people that work these projects found this. Also, how in the world did I get financing if I never gave my social security information? Do not use SunRun. If they hires crooks, we’ll then…
5 months ago
Reply from Sunrun
Thank you for bringing this to our attention, Rebecca. We are so sorry to hear about your experience. This does not represent the values of Sunrun, and we can assure you that we do not condone this type of behavior. We would love the opportunity to assist you and speak to you further on this matter. In order to best assist you, please send us your address and the details of your interaction to [email protected], so that we can take steps to get this escalated immediately. Thank you!
Jul. 3rd, 2023
Verified Customer
Review Source
Rogelio Bellflower, CA
So let me tell you about Sunrun. They are great when they're trying to get your money, but once you have a problem they pretty much disappear and neglect you. I signed up through Costco. The guy that came was great. He was very knowledgeable. I was sold. One of the things he sold me was a battery which they call a BrightBox. This BrightBox cost me $5,000 and some dollars. For a year and a half I was happy with the equipment and I was telling my friends and family about Sunrun. Well that was before any problems started. Now, back in June, My BrightBox went out. I contacted the company they said they would schedule someone to come out and take a look. OK. So a few weeks later a guy comes out and explains that LG makes the BrightBox and the fuse is blown but LG does not allow them to change a fuse. Instead he'll have to order a new BrightBox and install it in a couple of weeks. A couple of weeks turned into a month. Now, on August 25th a new guy comes out and since I am working from home I told him to go into the garage and do his thing. I come out on my break to see the new battery, but there is no new battery. Same old battery. I call the guy to see what's going and you know what he tells me???? He says, " Oh, your fuse is blown I have to order you a new battery." I say, "No! We know the fuse is blown. You're supposed to install a new battery." He says, " I'll check the work order." Does he ever call back? NO! I call Sunrun, and an hour later an agent takes my info and says someone will call me back within two days. I send customer service an email. To be honest a very upset email. Did anyone ever call me back? NO!!! Did anyone ever email me? NO!!! In short I have a piece of worthless aluminum hanging on my garage wall which I paid $5,000 and some dollars for. Sunrun doesn't care that I've been without it for TWO MONTHS now. If you're interested in solar that's great, but I would not recommend Sunrun as your company.
3 years ago
Reply from Sunrun
Rogelio, We are sorry to hear about this negative experience and would like the opportunity to address any specific concerns you have regarding your system's performance. Please send us a private message with your address and we have a Specialist reach out.
Jan. 29th, 2021
Verified Customer
Review Source
Kalee Buckeye, AZ
Installation went fine people came out on time and they got it up when they said they were going to. It's almost impossible to get a hold of a real person and have them actually call you back when they say they're going to call you back and if you ever do get them to call you back they don't offer to help and they don't send anybody out to help you they just give you the run around the entire time. The equipment doesn't work the way they say it's going to work and they're not willing to fix it to make it work. I would tell people to not use their company and if I could go back in time and not use their company I would not use their company. I wouldn't get solar at all.
3 years ago
Reply from Sunrun
We would like to apologize for your negative experience with Sunrun. We are saddened to hear that your experience has not been the greatest. We want to make sure we are fixing any service issues promptly. We'd like to learn more about your specific situation and make things right. We will direct message for more information, and so we can also collect your contact information.
Mar. 25th, 2020
P Malla Moncks Corner, SC
Beware of needing customer support from Sunrun. They are all great until they sell / install the panels. If you ever need removal / reinstallation work, they'll just ghost you. It's been a nightmare trying to get them to removal the panels so that I can get a roof redone (also something they didn't tell me was needed). Just avoid it
3 months ago
Reply from Sunrun
Hi there, P Malla! Thank you for bringing this to our attention. Let me start by saying we are so sorry to hear that you are having a frustrating experience with removing your panels. Our team would like to look into this further to see how we can help. We will be sending you a private message requesting additional account information so that we can personally assign an Expert to your case that can help. Thanks!
Sep. 6th, 2023
Ronnie Lee Peoria, IL
Had one of the field reps come out and set up a meet with one of the company techs and i was denied before anyone ever came out. I received a text telling me they couldn't fit my roof with panels. That's a first, i thought it was a custom fit solar install? Thoght i would see a person before i was shut down....
3 months ago
Reply from Sunrun
Ronnie, thank you for bringing this to our attention and we are so sorry for this experience. We will be sending you a private message to look into this for you. Thank you!
Sep. 5th, 2023
James Murphy
We were used. The walk around with the original site surveyor had us in agreement where everything would go. Without consultation, the installer team put the panel and battery on the back of the house next to the sliding back door.
On a side note, the trained gorillas putting up the panels, trampled my flowers. Not just one or two. The majority of my 'super Bloom's is now either dead or have been almost saved so they can go to seed.
4 months ago
Reply from Sunrun
Oh no, James! We're so sorry to hear this and we definitely want the chance to turn your experience around. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case.
Aug. 7th, 2023
Scott Lemay Dunlap, IL
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.
5 months ago
Reply from Sunrun
Thank you for bringing this to our attention, Scott. We are so sorry to hear about your experience. This does not represent the values of Sunrun, and we can assure you that we do not condone this type of behavior. We would love the opportunity to make things right and speak to you further on this matter. In order to best assist you, please send us your address and the details of your interaction to [email protected], so that we can take steps to get this escalated immediately. Thank you!
Jul. 3rd, 2023
Penny Godwin Happy Valley, OR
We purchased our Sunrun Solar system and it was installed in August 2015. It was great ... until it wasn't. Our system as been nonfunctional for nearly a year (July 2022 to date). I initially contacted Sunrun Inc. in August 2022 and, other than charging me $300 in October 2022 for a “cell Swap Upgrade” that has nothing to do with the defective inverter that was finally determined to be the issue, it took until December 2022 for Sunrun to engage Synchro Solar in Portland Oregon to assist us. The technician came out promptly and determined the issue was a defective inverter (that Sunrun has known about but failed to recall) and they have been waiting for the replacement inverter from Sunrun now for 6 months. I'm not told that it could be September before the part will be available to repair my unit (which is under warranty BTW). We've lost 10 months of functionality (our electric bill for the last two months was $438) with no repair date even scheduled. I'm not sure how Sunrun receives such high customer ratings, other than those customers haven't needed service yet.
6 months ago
Reply from Sunrun
Hello Penny,
My name is Aulana, and I am part of the Social Media team here at Sunrun. I'm following up with you regarding the review you provided, we definitely want to turn your experience around. In order to look into this further, can you please provide me with your service address?
Thank You,
Aulana
Jun. 5th, 2023
Sam Joseph Glendale, CA
I feel compelled to share my harrowing experience with Sunrun, as the company name itself, along with a barrage of one-star reviews, speaks volumes about their lackluster service. If you value your peace of mind and hard-earned money, I implore you to steer clear of this company.
My first encounter with Sunrun was through their representative at Costco, who manipulated us into booking an appointment due to Southern California Edison's recent changes in their NEM program. From the very beginning, their solar consultant exhibited an aggressive and pushy demeanor, solely focused on getting our signature. It became evident that Sunrun's team consisted of dishonest individuals.
To add to their deceit, our consultant insisted that the agreement was a Power Purchase Agreement (PPA) and not a lease, despite them being essentially the same thing. This discrepancy raised doubts about the transparency and integrity of their sales tactics. Furthermore, the prospect of increasing monthly payments year after year left a sour taste in my mouth. Sensibly, I requested time for thorough calculations and research before committing to any agreement.
In the process, I sought advice from my next-door neighbor, who happened to have a SunPower system installed. Their recommendation was to consider SunPower as well. After booking a consultation appointment with SunPower, I was thoroughly impressed by their superior product, comprehensive consultation, and excellent customer service. However, due to their premium products and higher prices, I made the unfortunate decision to opt for Sunrun—a mistake I deeply regret.
The nightmare began with the installation of my Sunrun system three months ago. Not only did their technicians damage my roof and skylights, but they also had the audacity to demand a hefty $5,000 payment for their mess, despite the supposed 20-year coverage. After much back-and-forth, they eventually fixed the roof, but my troubles were far from over.
To my dismay, the Sunrun system proved to be a disappointment as it failed to generate any power. Now, I find myself paying $180 per month for a dysfunctional system and an additional $320 to Edison. Despite making countless calls and sending numerous emails, Sunrun has shown complete disregard by providing no response or assistance.
In conclusion, I cannot emphasize enough how crucial it is to avoid Sunrun at all costs. The multitude of negative reviews and my own personal nightmare are testament to their incompetence and lack of accountability. There is a reason why they appear to be cheaper than their competitors. Spare yourself the headaches, financial loss, and frustration—run away from this company and explore reputable alternatives.
6 months ago
Reply from Sunrun
Thank you for reaching out and letting us know, Sam. Let me start by saying we are so sorry to hear that your system is not generating any power, and our team would be more than happy to look into your system's performance so we can help resolve your concerns. We will be sending you a private message requesting additional account information so we can personally connect you with an Escalations Expert. Thanks!
May. 30th, 2023
Lorrene Salazar Patterson, CA
Please do not use Sunrun. My bills have never been higher for PG&E, and everytime I call them, I am told that the system is working. For two years in a row, we have received a True-up bill over $2,000.00. So divided that is approximately $200.00 per month, plus the $125.00 for the panels plus our PG&E Bill. To top it off, we are stuck paying for these panels for 16 more years. We did not order this junk, we moved into a house that already had it. If we had known, we would have choose a different house. We pay more know than we did on our last home with no solar that was 1,000 square feet bigger. I have called to complain numerous times and when I did finally get an answer, they offered to let me pay 1/2 the payment so I could owe for 32 years instead of 16. We had two people at Sunrun tell us we needed more panels to truly benefit, then we were told, Sorry we cannot add any more panels. There is no room. If I could take the panels off I would and just pay the monthly bill. We freeze in the winter and bake in the summer and we are still paying between $450 - $600 per month. If a representative from Sunrun comes to your door, SLAM IT and if you see them in Costco RUN AWAY. I HATE THIS COMPANY AND PRAY THEY GO OUT OF BUSINESS SO THEY CANNOT STEAL FROM ANYONE ELSE.
6 months ago
Reply from Sunrun
Hello Lorrene,
My name is Aulana, and I am part of the Social Media team here at Sunrun. I'm following up with you regarding the review you provided, we definitely want to turn your experience around. In order to look into this further, can you please provide me with your service address?
Thank You,
Aulana
May. 22nd, 2023
Stephen Bogert Stony Brook, NY
sun run sucks!
2 reasons ,
1. I have been with them a bit over one year, after that 1 year the bill went up almost 3% When I was being 'sold the system, a BIG part of the sales pitch was that the cost would NOT increase! Obviously they got me in the fine print!
2. My billing cycle for autopay is awkward for me, sometimes it at the end of a month, other times at the start of the next. The months end is also about my charge accounts cycle, so I wanted them to move the date back or forth a week, They said impossible to move!!! They advised I drop autopay option and pay $7 extra fee monthly. Screw them!
7 months ago
Reply from Sunrun
Thank you for bringing this to our attention, Stephen. We are so sorry to hear that you are having issues with your autopay in your billing cycle, and our team would be more than happy to look into this further. We've assigned an Expert, who will review your account and reach out to you as soon as possible to help resolve your concerns. They do take a few business days to reach out to you, so please feel free to send us a private message if you have any questions in the meantime. Thanks!
May. 9th, 2023
Lee Bakersfield, CA
In December of last year my system wasn’t working. It had been off for a couple of weeks. We were not notified by Sunrun that there was an issue with our system. One day I was looking at the inverter in my garage and saw red light alarm on. I looked at the panel and saw that it had faulted for an arch alarm. I reset the panel myself.
I waited for Sunrun to contact me about the alarm. I got no response. I called Sunrun myself and for several months got the run around. Things like having my service ticket cancelled by their sales rep. No response at all and finally I talked to a supervisor and he told me that my system looks fine, I told them it had an arch alarm and didn’t care. They would only send a tech out for a healthy system check at a cost of $190.00 . This is a fee I don’t think I should have to pay for due to the arch alarm.
I am to happy with their customer service!
7 months ago
Reply from Sunrun
Thank you for bringing this to our attention, Lee. We are so sorry to hear that you are having issues with your alarm, and our team would be more than happy to look into this further to see how we can help you. We will be sending you a private message requesting additional account information so we can assign an Expert that can help. Thanks!
May. 3rd, 2023
Jan Westerhoff Natick, MA
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.
7 months ago
Reply from Sunrun
Thank you for bringing this to our attention, Jan. My name is Aulana. As part of Sunrun's Social Media Team, I can assure you that we would be happy to look into this for you in order to get it resolved. To best assist you, please send your address and an overview of your concerns to [email protected], so that we can personally connect you with an Escalations Expert that can help you with this. Thank you and apologies, we definitely want to improve your customer experience with us!
Apr. 19th, 2023
PayamR Porter Ranch, CA
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.
7 months ago
Reply from Sunrun
Thank you for bringing this to our attention, PayamR! We are so sorry to hear that there is extensive damage to your home, and we would like to look into this further to see how we can resolve this quickly. We will be sending you a private message requesting additional account information so we can personally connect you with an Expert that can help. Thanks!
Apr. 12th, 2023
Renato Caccin Araujo Boston, MA
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.
8 months ago
Reply from Sunrun
Thank you for reaching out to us, Renato. We are so sorry to hear that this has been your experience, and we want to do everything on our end to help resolve your concerns quickly. I've assigned an Expert who will review your account and reach out to you as soon as possible to discuss this with you further. If you have any questions in the meantime, please send us a private message so we can help you. Thanks!
Apr. 4th, 2023
Ron Willis Ventura, CA
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!!!
8 months ago
Reply from Sunrun
Thank you for bringing this to our attention, Ron. We are so sorry to hear that you are having issues with scheduling an appointment to have your panels removed. Our team would be more than happy to look into this further to see how we can help you. We will be sending you a private message requesting additional account information so we can help you further. Thanks!
Apr. 4th, 2023
JOHN Miller
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.
8 months ago Edited March 30, 2023
Reply from Sunrun
Thank you for reaching out to us and providing your feedback, John. We would love to discuss this further, so that we can get a better idea of how to help resolve this and improve your experience as a customer. We are so sorry for the issues you have experienced with us and we want to turn your experience around. In order to best assist you, please send your address and an overview of your concerns to [email protected], so that we can personally connect you with an Escalations Expert that can help you. Thank you and sincere apologies!
Mar. 30th, 2023
David Gertner White Plains, NY
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.
8 months ago Edited March 14, 2023
Reply from Sunrun
Thank you for bringing this to our attention, David. We are so sorry to hear that you are having issues with obtaining proof of cancellation, and our team would like to look into this further to see how we can help. We've assigned an Expert who will review your account and reach out to you as soon as possible to help you further. They do take a few business days to reach out to you, so please feel free to send us a private message if you have any questions in the meantime. Thank you!
Mar. 15th, 2023
Verified Customer
Review Source
Paula Munoz
I'm paying SunRun $45 and Xcel $45 - up. I didn't see any savings over the winter, actually paying more with the combination of paying both, SunRun & Xcel. Also, I filled out a review a couple of months ago, soon after Victoria Espino-Customer care rep 3 reached out to me and asked me to explain. I did explain in depth and have yet to get a response to my concerns.
4 years ago
Reply from Sunrun
Hello Paula M. We are so sorry to hear about your experience with Customer Care. We want to make sure we are addressing our customer's issues by being responsive.
The Sunrun invoice will have the total amount produced. Your utility bill will show how much excess energy was pushed to the utility grid and stored as a credit. Your utility bill will also detail how much additional energy you needed to purchase from the utility.
Mar. 27th, 2019
Verified Customer
Review Source
Bobby Singh Rocklin, CA
Disappointing customer support; very shabbily run. No responses to any ticket or emails submitted online. Phone calls have wait times of minimum 30 minutes. Often do not respond back on follow ups. Proactive monitoring of the unit is a failure, they never find out or act proactively on any issue with the system via monitoring they promise to have in place by Sales team.
5 years ago
Reply from Sunrun
Thanks for bringing this to our attention, Bobby S. We hate to hear your service was not what you expected. We would like to take this opportunity to help clarify any questions you have. Please feel free to private message me your contact information.
Sep. 4th, 2018
Verified Customer
Review Source
Dale and Joyce Wickard
We have tried for over 3 months with no assist to work with our electric co to get the proper meter. NO HELP...paying sunrun and have lost all our solar power because they did not handle the coordination of getting the proper meter from our electric company(met-ed). I have no recourse but to contact the PA attorney general for assistance. They wont help!! They apparently don't know how a simple installation goes. It's a shame! My disability is exasperated by stress. I would NEVER recommend sunrun!!!
5 years ago
Reply from Sunrun
This is not the Sunrun norm, and we would love an opportunity to review what went wrong here. Please private message us your contact information and we can have a Specialist follow up with you.
May. 11th, 2018
Carrie B Beverly Hills, CA
I was very impressed with the level and service I received from their installers. They arrived on time and were very professional. They answered all the questions I had and did a great job with the entire process. I will not hesitate to recommend them to my neighbors, family and friends!
5 years ago Edited September 14, 2021
Reply from Sunrun
Hello Carrie! That's what we love to hear. 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. 3rd, 2018
Marian S Prescott, AZ
Run Run! We live in the desert and when it's 120 degrees outside in the HOT summer, we are supposed to turn off our AC because it's the ONLY plan APS has with solar. If we did that, we'd die! Then on top of having a HIGH electric bill, we have a Sunrun bill for 20 years. Really!!
4 months ago
Reply from Sunrun
We're so sorry to hear this, Marian. We certainly don't want you to feel frustrated. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case. Thanks!
Jul. 11th, 2023
Lauren Giangrasso Fort Mill, SC
If I could give zero stars I would . WORST customer service hands down. They never transferred a set of panels to the new home owner - we’ve been paying and it need to stop like yesterday. NO one calls you back. NO one answers their phone extension. NO one even emails you back. Awful - run from Sun Run.
5 months ago
Reply from Sunrun
Oh no, Lauren! We're so sorry to hear this and we definitely want the chance to turn your experience around. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case.
Jun. 14th, 2023
William Farrell Trenton, NJ
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
6 months ago
Reply from Sunrun
Thank you for bringing this to our attention, William. We'd be happy to look into this for you and we will be sending you a private message requesting additional account information so that we can assign a Specialist to assist you directly.
Jun. 6th, 2023
Wes Chandler Ladera Ranch, CA
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.
6 months ago
Reply from Sunrun
Thank you for bringing this to our attention, Wes. My name is Aulana. As part of Sunrun's Social Media Team, I can assure you that we would be happy to look into this for you in order to get it resolved. In order to best assist you, please send your address and an overview of your concerns to [email protected], so that we can personally connect you with an Escalations Expert that can help escalate your case and resolve your concerns. Thank you and we truly want to provide you with a better customer experience!
May. 17th, 2023
Etta Mohn Payson, AZ
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.
7 months ago
Reply from Sunrun
Thank you for reaching out to us, Etta. Let me start by saying we are so sorry to hear that you are having issues with getting a refund for the months the transfer was being complete. Our team would be more than happy to look into this further for you to see how we can help you. We will be sending you a private message requesting additional account information so we can personally connect you with an Expert that can help. Thanks!
May. 3rd, 2023
Ken McAleer Olivehurst, CA
With out a doubt the worst company to deal with. They are inept in every sense of the word. They took months to try and fix an inverter problem on my system, resulting in thousands of dollars in true up fees. After 10 months it is still not fixed, and yes still paying high NEM charges through PGE. Numerous calls to their so called customer care results in no action. If you buy anything from these people, you need to have your head examined.
8 months ago
Reply from Sunrun
Thank you for bringing this to our attention, Ken. Let me start by saying we are so sorry to hear that you are still having issues with your system, and we would be more than happy to look into this further. We will be sending you a private message requesting additional account information so we can help. Thanks!
Apr. 4th, 2023
Sheri Conger-McSwain Sacramento, CA
My system was drastically underbuilt, causing me to have a massive Tru up. Now they want to give me more panels, at a much higher monthly cost. They don't correct their own mistakes. They also placed the panels, where they receive the least amount of sun. I question if this was a bait and switch game, on behalf of Sun Run. They promise an over build at a low price, make an oopsy, then will put in more panels, and I get hosed. Bottom line RUN FROM SUN RUN!!!
8 months ago
Reply from Sunrun
Hello Sheri,
My name is Aulana and I am part of the Social Media Team here at Sunrun. We're so sorry to hear this, and we would love the opportunity to make it right. In order to best assist you, please send your address and an overview of your concerns to [email protected], so that we can personally connect you with an Escalations Expert that can help you. Thank you and apologies for the frustration our services have caused you.
Mar. 30th, 2023
Julie Anderson Fallbrook, CA
My service has gone down multiple times over the last couple of years, now they are unresponsive. My system has been down for 7 weeks. I've been emailing and calling and even contacted Mary P CBO. They are still taking my monthly payment yet my system's been down and they're completely unresponsive. I've been completely neglected and left in the dark and I've been begging for help. There is no way to get to talk to anybody. And when you call the field service phone number their voicemail has all kinds of customer service promises and kudos to themselves.
8 months ago
Reply from Sunrun
Hello Julie! My name is Kristyn, and I am part of the Social Media Team here at Sunrun. We are so sorry to hear that your system has not been working for the last 7 weeks, and we would be more than happy to look into this further to see what the issue is. We've sent you a private message requesting additional account information so that we can locate your account and help you further. Thanks!
Mar. 21st, 2023
Verified Customer
Review Source
Susan Kaneohe, HI
Customer service was very helpful through the process but now that the solar panels are on my roof I cannot get anyone to call me back. The panels are not producing and I am paying more for electricity than I was initially without the solar panels.
4 years ago
Reply from Sunrun
Hello Susan, we are so sorry to hear about the experience you had. This is disheartening, and not the Sunrun norm, we want to take the opportunity to change this experience around for you. Please feel free to private message us your contact information and we can review your case in detail.
Apr. 23rd, 2019
