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Sunrun

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8.7

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George Osborne Topanga, CA

We had our Sunrun installed after purchasing via Costco in 2016. Up until July 20, 2021 all went well. When we received our July energy bill from Edison it was obvious something was wrong as we owed them $550.00. Our average monthly bill is usually a couple of dollars. We checked and discovered the solar system hadn't been working since July 20th. Sunrun advertises that if our system stops they will notify us as they receive notification from their system. That never happened. Since then, it is now October 5th our system still has not been fixed and we now owe Edison over $2000.00 I have notified Sunrun several times, received several service dates that have been ignored. We did have a Technician respond on September 9th and informed us the Invertor needed to be replaced and he ordered one. He told us that it should be in within 7-9 working days. As of Oct 5th we are still waiting. I have repeatedly called Sunrun and been jerked around by Sunrun Customer Care representatives who have not resolved our problem, not called us back as promised and scheduled new repair orders that were like original orders to determine the problem. Some of those never bothered to show up either. I am currently waiting for a Supervisor from Sunrun to call me back as they were "all in a meeting" when I requested to speak to one. It's no wonder Sunrun recently changed their CEO but so far with the same lack luster results.

2 years ago

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Reply from Sunrun

Thank you so much for letting us know, George. We are sorry this was your experience, we would be frustrated too! Please send us a private message with your full service address so that we can help you out. Thank you!

Oct. 8th, 2021

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Chris Lemoore, CA

Problems from start. We sign and pay for a upgrade panel. The day of installation they have the exactly same panel and try lying and bs me. After talking to a rude lady at sunrun who want to fors me to let them install. She even threaten me after her second threat of no electricity till after installation. I lost my temper and run them off. PGE restore my power later the day. After paperwork prove me right they honor it but add 4 weeks to installation. The installation was smooth. Then the next shocker 2 months later we need to pay for the system not producing and PGE for electricity. We call PGE who need paperwork. Back to sunrun and another week of headache it was sorted out From signing the papers in 09/30/2020 till panels produce 01/05/2021 five months later. Then come the next shocker Monitoring!!!! Promise when buying. You can login and monitor the system BIG FAT LIE!!!! Well all you can see is what the whole system was preducing yesterday. How is that monitoring ????? That is absolute no monitoring half of your system can be down or 2 panels are broken and you will not know it. According to Sunrun call center representative they themself can't monitor it in real time. Friends of mine can log into their system and see in real time every panel performance that is monitoring and that is what sunrun promis a BIG FAT LIE. That make the whole maintaining thing BS. This is the most dishonest industry I ever dealt with in my life. From out right lies to grossly false representation. After getting 4 quotes. We go with sunrun thinking that backing from costco mean something. It turn out not so much. We try get costco involved over the panel issue what a waste of time no help. We was on our own to fix it yourself. The monitoring turn out to be one of the grossly false representation we have to live with the most important function and the biggest reason I would not recommend Sunrun to no one

3 years ago

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debra farrell Loma Linda, CA

We signed an agreement on 8/31/20 with Nathan, who was good. Then on Monday, 9/14/20, things started to get worse, phone and email were unable to connect/or disconnected. Everyday from 9/14/20, we keep getting a new contract to sign which we did not. In addition, we had to track down who to contact. On Friday, Aaron was telling us about a lease contract but we had a purchase agreement, which we did not know until Guy told us on Sunday night 9/20/20. Today, we keep getting the contract to sign and for the past several days, the contract still has to be fixed. Final, an email was sent to this evening to both Costco & Sunrun to cancel the contract with Sunrun for several reasons. We were told that the way Sunrun handled this was not correct. Now we looking for a new company

3 years ago

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Reply from Sunrun

Debra, we would love to help resolve the concerns that you have. In order to do so, we need you to please send us a direct message with your address, which we have previously requested. Thank you.

Jan. 29th, 2021

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Ram K Fremont, CA

Hello Consumers: I would like to share my ongoing experience with SunRun solar company. I had solar installed at my residence 2 years ago. Couple of months ago I noticed that solar is not generating production and same time we kept our home on sale (April, 2020) I called Sunrun customer service to schedule an appointment. This is during COVID pandemic. 2.5 weeks later service guy visited and found that inverter needs to be replaced and I was told that in 2-3 weeks inverter will be replaced because they need to order, don't have any in stock. this happened in 2nd week of May. As I mentioned earlier that our home is on sale, we got offer, pricing finalized, sale process started and planning to close escrow soon. unfortunate thing is I cannot close escrow because solar is not working. so I called Sunrun customer service in 1st week of June, they said they are still working, may be another 2-3 weeks. I explained them the urgency and I was bit frustrated. On June 12th, I called customer service again and asked to escalate the issue further. one of their manager/case representative talked to me, said that he a good news, they got the inverter and someone from company called Sun Systems Technologies will call me in 2-3 days to schedule an appointment. Guess what today is 6/20, nothing happened. I called customer service again on 6/18 to check on status as I did not received any call from Sun Systems Technologies, I was told to contact them directly instead of calling SunRun. So I did (its like we are at the mercy of Sunrun) called Sun Systems Technologies, they said they had a question for Sunrun about my service request and question was sent on 6/16 but they don't have reply yet to schedule an appointment. Again I called SunRun (same day) to find out the status, its like I am working for them. then I was told by SunRun that they talked to Sun Systems Technologies and I will receive call in 2 days. As I said before today is 6/20. nothing happened. I guess Sun Systems Technologies is closed today, I called them, no response. As expected its been 40 mins now, I am still on call & waiting for someone to answer my call at SunRun customer service. Now, I am worried that escrow closing will get further delayed and buyer will be frustrated as they have commitments to move from old house to new house and of course my blood pressure is high too because of this nonsense, pathetic customer service. Also I am contacting legal to get some advise to file a case, as my escrow closing is getting delayed and circumstances of delay are bad for me and for my buyer. I never experienced such a pathetic customer service, SunRun is typical UPSELLING COMPANY. No service commitments. I am sure their management will learn more if they ever heard recorded calls. Here are the worst parts of this experience. 1. whenever you call customer service you have to wait minimum 20-30 minutes if you're lucky you may need to wait more than 30 mins. Now we are going through COVID pandemic, its an excuse for them to say that customers needs to wait longer than waiting period. 2. Its a $850 million dollar revenue company, cannot even carry sufficient inventory to service their customers. I guess they don't understand about customer service. they can only sell using tax credit technique. 3. No escalation management and ofcourse no ownership. 4. seriously worst customer service. many times they don't know what they are talking about. 5. Though I explained the need of inverter replacement, no one seems to be understanding. I waited for almost 2 months and still waiting. Here is my request(s). 1. PLEASE DONT BUY SOLAR INSTALLATION FROM SUNRUN.THEY ARE PURELY AN UPSELLING COMPANY. IF YOU ASK FOR INSTALLATION, WITHIN 24 HOURS SOMEONE WILL CALL YOU. IF YOU ASK FOR SERVICE, NOW YOU ARE ON THIER MERCY, YOU BETTER BE AWAY FROM THEM. 2. I KNOW THAT SUNRUN HAS A BOOTH IN SOME COSTCO STORES. DONT FALL IN TO SUNRUN TRAP WHEN THEY EXPLAIN YOU TECHNIQUES, COSTCO CARDS/DISCOUNTS AND TAX CREDITS ( ONCE I WAS VICTIM OF THIS TRICK). TAX CREDITS, YOU CAN GET FROM FEDERAL IF YOU INSTALL SOLAR FROM ANY REGISTERED SOLAR COMPANY(NOTHING TO DO WITH SUNRUN). AND FOR FEW HUNDREDS DOLLARS OF COSTCO CARDS/DISCOUNTS ITS NOT WORTH, LATER YOU HAVE TO SPEND MANY HUNDREDS OF DOLLARS VISITING DOCTORS BECUASE OF HIGH BLOOD PRESSURE AND FRUSTRATION. Actually they deserve minus stars. Thanks for reading this review, hope my experience may help you to make decision to go with SunRun. I still need to wait to get inverter replaced before I close the escrow of home sale. Good luck and best wishes. Ram Koppula

3 years ago

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Reply from Sunrun

Thank you for your feedback. We hate to hear that your experience with us has been unsatisfactory. Our goal has always been to be as transparent as possible when advising on solar. It is disheartening to hear this was not the case for you. We do work with trusted partners, who complete installations and solar advising for us, but the agreement is with Sunrun. Please feel free to contact us at 855-478-6786 if you wish to discuss the matter further.

Jul. 6th, 2020

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A. Fredericks

I have never had a worse sales experience in my life. Misrepresentations, half-truths and flat out lies was the sale’s rep’s M.O. from the moment he stepped into my home. Here is the story: I stopped by the Sunrun kiosk at my local Costco and said I was interested in talking to a company representative about installing solar panels on my garage. I was clear, that I didn’t want panels on my home. Two days later a sales rep came to my house and presented a plan that filled the southern and western roof exposures of my house with panels. I immediately told him that this is not what I want. He banged around on his computer for minute and told me, no problem, he just submitted a “re-design” and it should be ready for me to look at very soon, but recommended we continue the presentation with the plan he had. I reiterated, that I’m not interested in a house full of panels. He was there for nearly 2 hours and the redesign that was going to be ready any moment, never came through. He gave the excuse that he was having trouble with his computer or something of that nature. When asked specific questions like how the tax incentives or Costco 10% rebate was calculated, he said he wasn’t really sure how those things worked. Against my better judgment, he convinced me that I should sign an agreement that didn’t commit me anything, but they needed it to complete that site visit and give me an accurate price quote. Again, I reiterated that I am interested in having panels on my garage and possibly only one roof surface of my main house. Fast forward- site visit tech comes with orders to measure for a plan to put panels on the entire house. I informed him that I told my sales rep on several occasions ( I even have it in writing) that I’m not interested in that plan. He said that info was never relayed to him. I called the sales rep and leave a message to complain. 30 minutes AFTER technician is there the sales rep texts me and says the tech has canceled the appointment. "That’s odd," I say, because he has been here half an hour and is measuring for the plan I have repeatedly said I do not want. He gives me a song and dance about how they have to measure and inspect all the roof surfaces for engineering purposes. On site tech tells me that is nonsense and also tells me that he got a message from his boss saying sales rep called and canceled our appointment, but it was too late, he was already there. About a week later, after being told the plan was almost done and all they needed to finish it was a copy of my electric bill, another tech shows up at our house unannounced with no scheduled appointment saying he needs to take a cover off of our electrical panel and take more measurements. Says the sales rep was supposed to schedule it with us and inform us he was coming. Additionally, they sent paperwork to the state saying they were installing solar at my house before they even showed me a plan to agree on. At this point I had had enough, and want out. I was told, "this isn't how we operate." Even the project manager was embarrassed by the unprofessional nature of the whole thing. Bottom line- BE CAREFUL!

4 years ago

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James

More knowledgeable staff regarding layouts, online interaction was great. Seamless integration from sales force to order stage. Awesome working through Costco for the sales.

4 years ago

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gina Herbert Dallas, TX

I started the process with this company and was told by my salesman Darren in June that my electrical panels would be done and the repairs regarding, also I would be given back my money regarding the switch fee for the power company. This has not happened. I was also told that I could contact customer service any time for help or questions. This is not accurate at all. Like I said my process started and June last month they finally finished the repairs last month. This only happened because I had to go to Costco and request that they contact sunrun. I called my sales man Darren from June until our last communication in August 9th. He didn't contact me again until I refused to have the panels installed. Before that when trying to reach sunrun after months of emails, calls and unanswered texts. I was contacted by someone named Jill who was the rudest person on the planet she in essence told me that I would not be refunded the the change fee at all. So I was lied to and in essence when they thought my sale was in the bag I was a viable Customer after I signed the contract I didn't matter. My biggest issue is what happens when the panels are installed who do I call. Because the 800 number doesn't work and neither does the emal.?

5 years ago

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Reply from Sunrun

Thank you for your communication Gina. We are saddened to hear you've had this experience, and this is not the Sunrun norm. Our aim is to provide a customer experience that meets your expectations! This begins with our unwavering dedication to make sure your questions are addressed. Thank you for taking the time to leave this review.

Nov. 17th, 2018

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Roger I. Palmdale, CA

I dont have enough space to list all issues I have had since signing up with Sunrun but I will say it has been the worst decision I have ever made as a homeowner. Since my system was installed (over 4 years now) it has not once produced the power promised. Even with my Sunrun system I am paying the electric company between $1300 and $2000 a year. Please dont be fooled by the "guarantee" they offer on your power production, it is a scam. What it does is pays you for what they dont produce however it does not come close to covering what you will pay your electric company. The purpose of solar is to keep you in lower tiers with your utility company. When solar under produces your tiers go up and you pay the higher rate. For example my Edison bill last year was a bit over $1300, Sunrun gave me about $300 back in underproduction and I get stuck paying the extra $1000 out of pocket to Edison. Sunrun has done nothing to fix the issue and the customer service is nonexistent. The folks who answer the calls are always very polite however they cant resolve your problems. They promise a "supervisor" or the right person will call you back but nobody ever does. Oddly every time I call all of the supervisors are "in a meeting" all at the same time. Since I am in a contract there is really nothing I can do and they know it. Next is their "warrant" they speak of. It sounds great that they will monitor your system and do any and all repairs for free. Here is the issue with that. About two years after my under producing system was installed my "inverter" went out during the summer months which means I was producing zero power. Sunrun let me know that they were out of stock and it would be months before they fixed it. I asked if that meant they were not able to do any new installs across the entire country because they had no inverters and of course they said they had inverters to do new installs but none to repair the systems of their "valued" customers. So I went many months of no solar at all but don't think for a second they will let you stop paying them even though they wont repair your system. Anyway my Edison bill was $2000 that year and what Sunrun refunded me didn't even come close to covering it. If nothing else please do your homework and get quotes from several reputable companies before you go solar and truly understand your contract. I made mistakes as well that are completely my own fault. I am paying Sunrun more money for less power than some of my friends/relatives I was able to steer away from Sunrun to other companies. The salesman gave me a good pitch and I signed up without shopping around. That is completely my fault but all I have asked from Sunrun is to simply produce the power I am paying for and they have not lived up to their end of the deal one time since I signed on. And again, your in a contract for a very long time. Once they have you on the hook they have zero motivation to help you. All I can do at this point is tell my story in reviews and hang out with the poor sales representatives at Costco and warn all of their potential victims about what they are really getting with Sunrun. I don't know if there is a way for potential customers to contact me direct from here but if there is feel free to message me. I will be glad to explain all of the issues I have and what I have learned. I really don't want to see anyone get stuck in the same situation I am in. Also as of the date of this review my system is completely shut down and not producing any power. I have no idea if/when they will repair it so I can at least get what little power it does produce.

5 years ago

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Reply from Sunrun

Thank you for your feedback Roger. First off, we would like to sincerely apologize for your experience. This is not the Sunrun norm and we would love an opportunity to review exactly what went wrong here. If interested, please provide the name and address on your Agreement so that we can reach out to further discuss your experience. We do not take this lightly and will provide the necessary feedback to the appropriate Managers.

We sincerely appreciate you bringing this to our attention.

Jul. 9th, 2018

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Christina Boydston Fallbrook, CA

TERRIBLE COMPANY We starting a project of getting solar installed with Sunrun in our new home shortly after we moved in in October 2016. Through our time working on this project, we have run against a lot of confusion, errors and overall frustrations. There are many solar companies that we have talked to but we decided to move forward with your company due to your connection with Costco. We have always been impressed with Costco and figured a company working with Costco should have a similar customer focus and professionalism. I would like to go through a few of our many frustrations that we have experienced in working with Sunrun. We started the project in November and didn't get everything installed until Sept 22. They had initially told us that the panels would be installed by April-May of 2017. The communication between our projects leads and the owners of the home was very poor. When we set up our project we set it up originally off of a partial electric bill. Once we realized this we asked to increase the size and quantity of the panels on our project to get closer to our actual energy usage. The employee who was at the house then set it up as two different projects on the same property. One project being the original plan (as the original project was already moving through the process). The second project being the additional panels required for the second plan. At some point, they realized they could not do it as two separate projects so they canceled the separate projects causing us to get an automatic email notification that our project was canceled. In order for us to find out what happened, we had to call them. The canceling of the projects caused an issue with the financing process which we as the customer had to resolve through a series of phone calls and a series of additional paperwork. We were told originally that the roof repair work would be covered in the installation. A while into the project we were informed via email that we would have to pay an additional amount to cover the overage. I called to find out more and was assured a number of times that it was covered. Additional emails came stating we needed to pay, leading to an additional phone call where they stated that we indeed needed to pay extra and that the extra could not be financed. When they came to change out the electric panel we were not informed that our power would be turned off for the whole day until the contractors arrived that day. The communication was buried in a few PDF files attached to an email. No one asked if we wanted to keep the old panel leading to the contractors to throw it away without our permission. After installation, the contractors left us with very limited information about the system and how it worked etc. Causing us to have to follow up with the company to get the manual and other instructions for our new $50,000 appliance. Meanwhile, there were several different people that would contact us for various things and there was no continuity of contacts. Further, there are 4 owners of this property and we asked them numerous times to copy all of us on all email communications which did not happen. After the installation of the system was complete our pump on the pond was not working. We thought it was an issue with the pump so we called someone out to repair it. Come to find out it was not a problem with the pump, the problem was that the panel was not appropriately hooked up to the pump. The screw in the panel box was not connected to the wire. This was causing a spike in electricity usage and causing the pump to not work. In order to determine this, we had to call out a pump guy and an electrician to tell us that Sunrun screwed up the connection. The electrician was able to fix this issue but this cost us extra time and money. Now this month we got our electric bill showing our connection to the solar. At first, it looked promising, until we got a second bill in the mail. I called up SDGE and found out that Sunrun had only hooked the solar up to our water pump electric meter and not to the house. So now not only am I still paying for my HIGH electricity bill on the main property but now I am paying for my solar panels that were supposed to help lower the cost of my electricity. Apparently, the wrong application was filed. A dual application needs to be submitted to connect the solar to both the house and the water pump meters. We did inform a few of the people that we worked with over the last year that there were 2 different electricity meters on the property. All in all, these are some of the biggest issues we have had through this process. There are other issues that were minor but still should not have happened. I have to say that in the end we have not been impressed with Sunrun and would not recommend them to anyone else. We are very disappointed how this entire project was handled. In my opinion, this experience was not worthy of its connection with Costco. They have also sent us to collections for a bill they never sent us and a bill that customer service has no record of. DO NOT USE THEM.

5 years ago

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Reply from Sunrun

Hello Christina B. Thank you for reaching out! We sincerely apologize for the overall experience you've had with Sunrun. I understand that you have been working with our executive escalations Manager. He is working with you towards a resolution. Our goal is to deliver a top-notch customer experience and to hear this was not the case is disheartening. We have shared your feedback with our leadership team.

Jun. 15th, 2018

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Steve C Prescott Valley, AZ

First of all. The installation guys were awesome! They were professional, on time and talked me through everything. I'm extremely disappointed in the salesman! He sold me a lie, a stupid pipe dream. I'm a disabled veteran. Married but I live on a fixed income. I pay no taxes. I made that very clear while I was applying for my system. I had concerns about getting the tax break. Which I was then in turn going to give them to pay down the balance of my system. That would in turn lower my monthly payment to an affordable amount. Around 200 $ dollars. To my absolute surprise. I didn't get the big tax break. The reason behind that being. My income is not taxable. Therefore my big tax break didn't come. Sun Run was absolutely NO help at all. I tried for months to get some help. My payment was going to balloon to over 325$ dollars a month. I pleaded with them to work out a deal. I pleaded with them. Explained that I could lose my house. There answer to my calls were to call the loan company. Once Sun Run had their money. They didn't care that the representative sold me on a lie. The loan company told me that any deal I had with SunRun was not there reasonably. Which was true. But my loan company fought on my behalf, to no avail. My calls were being ignored by my local Sun Run team. So I called the corporate office. I was transferred from one manager to another. I eventually was put in touch edith an escalation team. They called me back 2 days later. I was told once again that Sun Run is not responsible and they couldn't help. I was told that Sun Run hands were tied. As a result. I had to take out a second mortgage to pay Sun Run off. Because of Sun Run my bills are 200 $ dollars more a month. I'm not giving a ZERO rating because my system is working properly and the installers were awesome. I'm still waiting for Sun Run to make things right. I'm out 18000 $ dollars. I have to pay 200 $ more a month in bills. Where is the justice for the little guy. I'm extremely disappointed with Sun Run. I will continue to speak out against Sun Run and this injustice. I bought this system through COSTCO. They were no help at all. Please don't fall into the same trap I did. If you are disabled. Receive military disability and social society disability. Do not think you will be recieving any tax relief at all. You will get screwed just like I did!!! My name is Steve. I live in Prescott Valley Arizona. Please don't make the same mistake I did! The result could be that you almost lose your house like I did!!!

5 years ago Edited September 14, 2021

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Reply from Sunrun

Thanks for your communication Steve C. 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, and see how to help! Please private message me your contact information.

Apr. 5th, 2018

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Mike Jacobson San Diego, CA

Frustrated... (BEWARE) After spending over 26k with Sunrun, I have had nothing but bad customer service coupled with a slow runaround treatment! I went with Sunrun because they were the company COSTCO stood behind. My system was installed in August 2017. So far the $5,000 battery "Brightbox" broke two months after installation, it then took another month before they installed a new LG battery. A couple of weeks after that episode the transformer broke and needed to be replaced. As of now, the battery system is still not working. When I reach out to the customer service Dept. they are nice as pie while they are telling me to wait another 5 days before someone will contact me to make an appointment for a service tech to come out 3 weeks down the road and address the issue. Unfortunately I have to say, I've made a BIG MISTAKE going with Sunrun, their products and customer service have been nothing but a disappointment ( to put it nicely ) it's no wonder their stocks have dropped like a stone. I would like to get the Email address & a phone number to Evelyn H. ( Chief Customer Experience Officer) for Sunrun, and let her know her team is useless, and she should not be making a six figure salary.

6 years ago

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Reply from Sunrun

Thank you for your communication, Mike J Our goal is to deliver a top-notch customer experience! We're glad that's what you received when calling in. We can certainly understand the frustration service issues can cause, and apologize for any inconvenience. To hear your perception changed after your interaction with us is disheartening! I see we created a dispatch yesterday; we are working on sending a technician to investigate the issue.

Mar. 9th, 2018

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Mony Singh Lathrop, CA

I came across the Sunrun rep at Costco, he put me in touch with the salesman Rocky. Next day Rocky was sitting on my dining table and he convinced me that I was getting the best deal on the solar leasing contract that I agreed to. He took my SSN, ran a credit check, and approved it. The next day I received a verbal authorization call from Sun-Run corporate office and that is where I learned that my monthly lease amount would have increased by 2.99% every year which was totally unacceptable to me. I then stopped the process. Today I called Experian to remove the hard enquiry from my credit file and they said that only Sunrun can do it. So I chatted with Allen from Sunrun and he advised to call the customer service department where I talked to Donald who was totally uncooperative and declined to help me in removing the inquiry and said that there was no way they would remove the enquiry. Due to this, my FICO score has gone down. The Experian representative that only Sunrun has the authority to remove the inquiry, and that they cannot do it.

6 years ago

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Reply from Sunrun

Hello Mony S. Thank you for the feedback, while we regret very much this discovery we can understand your frustration. Sunrun offers affordable ways to go solar, leasing our panels is one of them. Leasing our system is beneficial because it’s an economical way to go solar. We run credit checks to qualify customers. When running a credit check, it’s a hard inquiry credit check; it can slightly lower your credit score. Sunrun does not have the ability remove this from your credit score; I am so sorry to inform you. We want to thank you very much for showing interest in going solar.

Mar. 2nd, 2018

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Michael Ben-Yehuda Huntington Beach, CA

I am compelled to write this, and am shocked to see SunRun near the top of the list. They have a contract with COSTCO to provide solar services. I had them come out, to do a quote. I was interested in Purchase, not Lease, as with fed/state rebates at the time, it made sense to just buy it. My power needs are modest, my electric bill average barely qualifies, but was going to add an electric car, which would bring usage up high enough that solar made sense. The rep got out his google map picture of my roof and metric from my electric bills. The system they came back with was going to be more KW than I needed.. but he explained that they need to put in that minimum level of system so that it makes sense financially. OK.. so the panel layout.. My roof is oriented so I have South and North facing slopes and some small area of west facing sloped roof. He couldn't fit all the panels on the South and West, so he had them on the NORTH facing side.. WHAT? No adjustment in his calc for power efficiency either! I questioned his layout. He said that it was cleared with his team but could not explain how they calculated the actual power. He agreed it wasn't right. He came back again, tried moving the layout around to use a lower roof area that also faced South, but still could not fit the system without using the North face. He also said they could not mount the panels to get them horizontal or reverse tilt.. they could only mount them following the roof slope. Again, their estimated power output didn't sync with those panels sloping on a North face. Then I dug into their contract and maintenance agreements. Part of the selling point for SunRun is guaranteed maintenance and (on a lease system) performance. I was doing a Purchase system though.. so here's the deal. With COSTCO, they wanted my to sign a contract for a fixed system price, but it did not have a detailed bill of materials. It didn't state the exact specs for the panels, power inverter or any other detail you'd expect in a sales contract. The contract obligated me to buy the system, but without a BOM. They explained that's how it works.. they submit the signed contract to COSTCO then come out to the field and figure out the system. Excuse me.. but I'm on the hook, for major bucks and I expect they should engineer it 1st, then do the sales contract. I guess they don't want to operate like normal businesses do. Second, their maintenance guarantee has NO SERVICE LEVEL AGREEMENT. They make NO commitment whatsoever as to how long it will take to respond, repair or restore your system if it should have a problem. They could not or refused to provide any statistical information about field service response time and mean time to repair. If you LEASE a system, they agree to provide a certain amount of generated power, so if it's down, they will re-imburse lost system power, so they have incentive to respond to an outage (partial or full) promptly. When you Purchase, there is no incentive. After talking with a local VP, they had to admit that Purchased systems have a lower priority than Leased systems when it comes to service/repair resources. So, it's buyer beware time with dishonest sales/engineering. They promised me a system with a power output that would not be possible because of North facing panels. You also need to check to see what the limits are on power generation to the grid. The local utilities won't subsidize systems too much over your existing usage history.. even though with Solar, I'd run the A/C all the time and charge cars that I was planning for the future. When you Purchase, all the Power generation guarantees go out the window, and so does the service response time. Plus, their salesman may sell you the impossible.. North facing sloped panels, on any solar calculator, will come out with 0 KW if you are in the Northern Hemisphere. You need them reverse tilted or at least horizontal. SunRun tried to rip me off. I reported to Costco Regional VP with an official complaint after discussion with SunRun "VP" yielded no reasonable explanation to the consumer rip-off. They would have put in a system that generated about 70% of the estimated power and I would have paid for useless panels. I TURNED THEM DOWN AND REPORTED the FRAUD. I am Honest and checked the "no I haven't been a paying customer in submitting this review. Let's see if they let it stand. The folks that run this website must get paid by these companies in advertising or other means.. The credibility of the entire report is questionable in my mind.. BEWARE!!!!!! These companies are all after the rebate money to stuff their pockets and will be full of excuses later, after you're on the hook and have stuff mounted all over your roof that cannot be removed without leaving permanent damage.

6 years ago

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Brad 93444

It was easy to get started, going thru Costco was very nice. Everything went smooth but 2 months after installing I still don't have permission to turn on kinda disappointing considering I already payed for the system and can't benefit from it.

6 years ago

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Sharon Wilson Woodland, CA

This whole saga began almost 4 weeks ago. The day we had our system installed, August 16, 2017, we were told before the crew left that one of the meters was not working and they didn't have another with them. They told us they would come back before inspection and replace it, which they did. We were able to turn on our system on Friday, August 25. We were told that we would have to wait a few days to see our solar production, which was fine. Come Wednesday, we still had no information; neither SunRun nor ourselves were able to see the production. When it still wasn't showing two days later, we called our project manager and he spoke with the monitoring department who told him they saw a "red flag" and where going to try and fix it on their end. We would have to wait another 2 days to find out that it still didn't work. We got a call from Whitney, the scheduler, and she let us know that she had an appointment for a week later midday (which wasn't acceptable because my husband and I both have full time jobs), or that they could book us two weeks out for a morning appointment. As soon as I mentioned making a complaint to Costco, where we found this company, an appointment magically showed up for the following Tuesday. When speaking with Whitney, I asked her some direct questions. I also asked the same questions of the tech who came out to put in meter #3 (that's right, 3 meters in less than 2 weeks). 1. What is the history of the different meters that your company has used: Whitney stated that they used to use 2G meters, but they are no longer compatible with the cell signal, so they have been using 3G meters and recently 4G meters. When the tech came out, he said that a 2G meter had been installed. 2. What are the next steps?: Whitney said there is a meter called a Locus meter that runs off of a wifi signal, which is why someone would have to be home; the meter wasn't working because there wasn't a cell signal. When the tech came out, he used a cell only signal with that meter, and that he was receiving an AT&T cell signal that they were using. 3. Can the current meter be fixed? Whitney told us that she had talked to the tech who was certain that he knew exactly what was wrong and that he would be able to repair the meter. The tech let us know that he never said that, and would have no way of surmising that until he was on site. 4. How do we know our panels are producing? Whitney told us that since the green light was on, we are producing. The tech said that even though meters number 1 and 2 were not communicating, they were still storing the amount of KWhs generated. According to our utility billing company, our system has not been producing during the peak hours of the day, and when it is producing, it is only generating half of what the system should be. I will be providing this information to Costco and the CSLB since I haven't had reasonable communication with SunRun. I finally get a hold of a supervisor who tells me that the reason the original model of meter was installed was because "they were out of the meters that they normally use," and that they were "hoping that it would work." My take is, if a company doesn't have parts that they know will work, they shouldn't be messing with people's lives and their livelihoods by just hoping for the best. I have left several messages for that supervisor regarding some sort of compensation for our time, but haven't heard back. I also asked for their records for our power production, as they have assured us that the system has been "producing as it should." I have not received that information either. Since the company has not provided me with this information, all I can do is go by what the utility company is saying, as they generate the bill. During our last communication, I was told that it would be 3-5 business days before we see our solar production on their website or the app. We can see what was produced yesterday, but still not everything they told us we could do in the app, including seeing our real time production as well as production for the times since the system was installed. Going with SunRun was a huge mistake. From the parts that were left on our porch after the install that still has us questioning if they were installed properly to this ongoing saga, we should have gone with another company. Anyone would have been better than what we have been through. Maybe this will get the company's attention. I don't know what else to try.

6 years ago

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Darlene Floriano Madera, CA

I met SunRun at our local Costco. I asked a few questions and the agent seemed knowledgeable. Then someone was supposed to come out for an appointment that next week. When they called they tried to cancel. I told them that I cannot change it because I would be on a business trip for two weeks and my husband and I wanted to both be there at the same time. So they agreed and scheduled me. Then a half hour before the rep tried to cancel through the office. We rescheduled. Again two weeks later the same thing. I said forget it. Left a bad taste in my mouth for them. A few months ago I started looking again and was called by a solar representative. When she finally disclosed who the Solar company was I told her forget it! I would not recommend them due to poor customer service. I cannot speak for the system or their billing process.

6 years ago

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Nick K Brea, CA

If you read 1 review please read this one. It will be unbiased as possible. And it's sad I, as well as other customers, have to write bad reviews to get things done. The last year and a half they have dramatically gone down hill, on how they treat their customers. They are losing their competitiveness and seem oblivious of that. Their saving grace is the Costco Purchase Program but even then many local/national reputable companies can beat that price and offer better panels, often American Made. There Prepaid PPA is also a decent option but you can't finance it and have to have the money upfront. The best semi national company would be Peterson Dean hands down. They have a better price than Costco and they have American Made equipment and panels, with a equal or better manufacture and service warranties than Sunrun. In Southern California (where I live) you have 3 great companies I would use including Peterson Dean, are Sullivan Solar, Semper Solaris, and Solar 360. If your looking at doing a Prepaid PPA, I would go with Sunrun over Solarcity for sure. But with a purchase I wouldn't. Overall Sunrun is a decent company, but there are better options as I listed.

7 years ago

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Anonymous Woodland Hills, CA

I need to talk about my solar, but no one call back, until now 2 years, every time I go Costco ( Simi Valley & Woodland Hills),I stopped by the booth SunRun

4 years ago

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WHM

Ease of understanding,connection with Costco,great installation

5 years ago

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Reply from Sunrun

Thanks for making our day! Setting the standard in outstanding service is something we (seriously) obsess over.

Apr. 12th, 2018

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CN Northridge, CA

I started with this company thru Costco in January. It is now September and my solar is still not installed. Everytime I escalate the issue, someone would contact me for a day then disappears. If I try to contact them back, no one would return my call or text. Meanwhile, they already started auto payment even though I was told I would not have to start paying until my solar has been installed. I’m going to give them a few more months. If I don’t get my solar panels, I will cancel. Hopefully I get my money back.

1 year ago

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Reply from Sunrun

Thank you for bringing this to our attention, CN. 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.

Sep. 24th, 2022

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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

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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.

4 years ago

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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

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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

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[email protected] Mission Viejo, CA

Bought my system from rec solar got through Costco, before they got together together. I had diminished power for about a year, and tried to find recsolar, finally found sunrun. It took over a year to replace the faulty panels (lots of E-mails and phone calls). Finally called Costco and they tried to help. God knows what would have happened if they didn't help

6 years ago

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Joseph & Selene Olms 93908

Very professional throughout the entire process. Pick them because they are connected with Costco and represented themself with the same integrity.

6 years ago

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Stacy Polinsky

We have had our solar for only 9 months and the system continues to stop working. We get a fault error. It takes weeks for someone to even come check out our system. Maybe because we are not leasing, we are buying the system. The inverter was already replaced once and now the system is saying we have 49 panels, however we have 50. This company is ridiculous and is selling an inferior product. We went through Costco, hoping for a superior product.

7 years ago

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Stuart Peterson Portland, OR

I contacted Sunrun via a display at a local Costco. They were very quick about calling me, but I was very put off by them wanting credit score info prior to an initial consultation. It seemed very presumptuous of them to assume I MIGHT be paying via credit. The whole conversation seemed more like one that I'd have at a used car lot. I won't be doing ANY business with Sunrun.

8 years ago

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Mijael Valencia

Definitely not recommend! They say one thing the first week but then they come back after 3 months saying “Sorry but your system hasn’t been approved, you need sign more via docsign” No supervision and customer service at all. Costco must do something!

1 year ago

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Reply from Sunrun

Thank you for bringing this to our attention, Mijael. We are sorry this was your experience; we would be frustrated too! We will be sending you a private message to obtain the information we need in order to assist you further. Thank you!

Jan. 3rd, 2023

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Michael Drake Toms River, NJ

Wasted my time! Set an appointment up at my local Costco. Texted me with the local rep to confirm my appointment. Waited 3 hours the rep never showed. Texted back to the two representatives on the text chain .. no response. It has now been over 1 month and I never heard back from anyone.

2 years ago

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Reply from Sunrun

Hello Michael, we would be more than happy to review this issue. Please private message us your contact information.

Jul. 14th, 2021

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Maria Visalia, CA

The name says it all run! Run away fast Sunrun is a horrible company and their customer support is horrible. Good luck trying to get panels fixed. Our panels did not work since the day we installed them. So disappointed with Costco for selling us on Sunrun. Should of read the reviews online. If I could I would give it zero stars!

5 years ago

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Reply from Sunrun

Hello Maria, thank you for your communication. We are disheartened to hear you are having service issues. We work to make sure our customers are taken care of. We want to take the chance to turn this experience around and review the concerns with you. Feel free to reach out with your contact information. We will have a Specialist reach out to you.

Dec. 13th, 2018

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Sl San Gabriel, CA

Figured Costco would use companies with good customer service. I was wrong. Would nit recomment to any of my friends who are now happy with other companies. The larger the company often times means less customer support.

4 years ago

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Katja Sundkvist Irvine, CA

Spoke with the Sunrun guy in the Costco store, made an appt for someone to come to our house, took time off work to meet with them - no call, no show.

2 years ago

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Reply from Sunrun

Thank you so much for letting us know, Katja. We are sorry this was your experience; we would be frustrated too! We will have a representative private message you. It’s important to us that we turn this experience around!

Feb. 15th, 2022

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Anonymous Goodyear, AZ

They weren't pushy, they were responsive, approachable, and had Costco benefits.

6 years ago