Sunrun Logo

Sunrun

check_circleVerified

star star star star_half star_border
1,649 User Reviews

7.6

Overall Score

error This company may not service all states.
See states serviced
LAST UPDATED: October 25th, 2021

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 in 19 states.

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.

thumb_up

The Good

  • Payment Flexibility
  • Customized Solar Systems
  • Simple Solar Process
  • 25-Year Maintenance
  • Roof Warranties and Coverage for Sunrun Solar Panels
  • Customer Care Team
  • Battery Storage Options
  • High Level of Transparency with Customers
  • Installation Experience
  • Extensive Availability
  • Helpful Website

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 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 currenty offers solar energy services in the following states:

  • Arizona
  • California
  • Colorado
  • Connecticut
  • Florida
  • Hawaii
  • Illinois
  • Maryland
  • Massachusetts
  • Nevada
  • New Hampshire
  • New Mexico
  • New Jersey
  • New York
  • Pennsylvania
  • Rhode Island
  • South Carolina
  • Texas
  • Vermont

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.

Considering doing business with Sunrun? Learn more.

thumb_down

The Bad

  • Outsourcing Installations for Remote Homes

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.

gavel

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.

Was this content helpful?
thumb_up Yes thumb_down No

We'll Introduce You!

Call our recommended rep over at Sunrun below.

1-(866) 717-0232
not_listed_location

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.

Star Rating

3.5

star star star star_half star_border

1,650 Reviews

Review Breakdown

5 grade

45%

4 grade

16%

3 grade

7%

2 grade

6%

1 grade

25%

Sentiment Criteria

Value

star star star star_half star_border

Quality

star star star star_half star_border

Service

star star star star_half star_border

Trustworthiness

star star star star_half star_border
cancel

Filter by:

arrow_drop_down

Sort by:

arrow_drop_down
info
star star_border star_border star_border star_border

Phyllis Berger Sun City, AZ

I am the tenant in a small house in Sun City West, AZ. Solar (Sunrun) stopped functioning in August. Sunrun knew there was a problem, did NOTHING. Took several weeks for them to even respond to phone call. They outsource maintenance and finally we spoke to them (P M & M) . They were to fix the broken system in 10 days - 2 weeks, and it’s been 3 weeks and they haven’t contacted anyone, and not answering message. DO NOT DO BUSINESS WITH SUNRUN. UNRELIABLE!

2 days ago

Sunrun Logo

Reply from Sunrun

Thank you for bringing this to our attention, Phyllis. We are sorry this was your experience, we would be frustrated too! Please send us a private message with your service address so that we can help you out. Thank you!

Oct. 25th, 2021

star star_border star_border star_border star_border

Dana Albrecht FL

We put our solar panels on with Vivant and they were a great company. Ever since Sunrun took over, it’s been a mess. We are trying to sell our house and just transfer service to the new buyers. We literally call or email every day and have very little responses. It’s been weeks!! When they respond, the information is incorrect or vague. All we need to do is transfer service and they are making this a horrible experience for us and our buyers. We close in 1 week and if there are any issues closing due to their lack of communication, we will sue and have already contacted our lawyer. If I were you, I would steer VERY clear of this company.

1 week ago

Sunrun Logo

Reply from Sunrun

We are sorry to hear this, Dana! Please send us a private message with your full service address and we will have a representative reach out to help resolve your concerns. Thank you!

Oct. 13th, 2021

star star_border star_border star_border star_border

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 weeks ago

Sunrun Logo

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

star star_border star_border star_border star_border

Frank Hankey Jersey City, NJ

Our system was installed by Momentum Solar, which acts as a 3rd party contractor and installation was okay, after a glitch or two. It actually costs us more money for electricity than we used to pay, but I could live with that. But the moment you have to have any work done through SunRun, you're in trouble. Their customer support is quite poor. We had some work that needed to be done, we got an estimate from Momentum Solar but they said that we had to request a work order from SunRun, who sent us an estimate that was 4 times Momentum's estimate and didn't even address our problem. Repeated conversations with SunRun customer service just ran us in circles. At this point I'm sorry we had the solar panels installed. We're in a 25-year contract or I'd have them removed tomorrow. Even so, I'm seriously considering buying out of the contract and having them removed.

3 weeks ago

Sunrun Logo

Reply from Sunrun

We are sorry to hear this, Frank! Please send us a private message with your service address and we will have a representative reach out to help resolve your concerns. Thank you!

Oct. 4th, 2021

star star_border star_border star_border star_border

Becca H Short Hills, NJ

I had solar panels installed by Vivint and they were a decent company. They resolved issues and handled repairs properly. Sunrun took over less than a year ago, and it's been nothing but issues since. Their customer service department has ignored multiple service requests that I've submitted, making me call and wait on hold multiple times to get a response. They then mis-schedule appointments, telling me a different time/date than they schedule a technician for. I had technicians tell me they arrived on the 10th at 12pm with no answer because I wasn't home. Sunrun told me to be home on the 13th at 8am, so they claimed I missed my appointment on the 10th! On top of that, they then try to charge me for repairs and maintenance for the solar panels, claiming that issues that were identified from installation are no longer going to be covered. That makes NO sense to me! Why am I paying for issues that are now arising due to issues upon initial installation?

4 weeks ago

Sunrun Logo

Reply from Sunrun

Thank you so much for letting us know, Becca. We are sorry this was your experience, we would be frustrated too! We have sent you an email to start creating a solution to your concern.

Sep. 27th, 2021

star star_border star_border star_border star_border

maureen meyer Surprise, AZ

GET A HARD COPY AND HAVE AN ATTORNEY READ BEFORE YOU SIGN YOUR CONTRACT!! Don’t believe a word you’re told. As I have had solar for one year, I have provided a year’s spread sheet to different reps, as I was bounced around from one to another, proving solar was more expensive than without several times. Always shuffled or, the latest, they need the actual APS bills to “analyze” them. They only needed ONE prior to the sale to guarantee savings. I told them I would indeed provide them 12 months of the bills, if they guaranteed they would adjust my monthly payment, if I was correct. The response..” I cannot guarantee to you right now that I can lower your bill before the analysis is complete”. There is nothing to “analyze”. Before the sale, there is a guarantee! After, jump through hoops. Oh…and this month their monthly payment has gone up!

1 month ago

Sunrun Logo

Reply from Sunrun

Thank you for reaching out to us, Maureen. We definitely want you to experience all the benefits of solar. We will have a representative send you a private message. Thank you for your communication.

Sep. 16th, 2021

star star_border star_border star_border star_border

Kim George Las Vegas, NV

Just got my first bill after months of getting the run around in getting the panels installed and 3 months of trying to get them hooked up to PG&E. It took about 40 hours of my time just to get Sunrun to get everything installed and fully functioning. I thought it had been difficult to get anyone to respond during the installation process. Now I have received my first bill and it is the highest bill I have ever had for electricity in the ten years I have owned the home, both in cost and number of watts used. It is 1.5 times higher than my previous highest usage. We have done nothing different this month than any other month. I tried to get a tech on the phone or chat and was told that since their system shows it as functioning I would have to pay $200 to have someone come out. The customer service agents will not let me speak to a manager or anyone else. All they say is that we must be using all of that electricity while we are asleep and everything is off. This has been a huge waste of time and now money on my part. I regret getting the panels, save yourselves the headache, wasted time, and stress and avoid Sunrun.

1 month ago

Sunrun Logo

Reply from Sunrun

Hello Kim, We are sorry to hear about this negative experience and would like the opportunity to address any specific concerns you have regarding the account. Please send us a private message with your full address and primary name on the account so that we may review the situation.

Sep. 9th, 2021

star star_border star_border star_border star_border

Scott Daly Ashland, MA

I don't like anything about these guys, my system has been down for a month, I only noticed it was down when I walked passed one of their boxes on my house, there was no lights, nothing so I called them and they confirmed it's been down since late July, well it's September 1st, no one has come out to fix, I'm still being billed by them, I have called twice, once they called me back, the other time they did not. they scheduled a service call for yesterday, no one showed up. I've already posted a bad review on BBB, my last electric bill was 8,266.7% (yes percent) higher than last July. Horrible company. Next step, the local news.

1 month ago

Sunrun Logo

Reply from Sunrun

We're so sorry to hear about your experience, Scott. We would love to help resolve your concerns so that going solar is easy and enjoyable for you. We will have a representative send you a private message. Thank you for your communication.

Sep. 2nd, 2021

star star_border star_border star_border star_border

Suzan Crawford Mission Viejo, CA

If you produce more energy than you use, you will be, in essence, financially PENALIZED. This month I paid a combined total of to the utility and solar company (Sunrun) $149.76 for using 165 Kwh. Last. year I paid the utility company $103.97 for using 466 Kwh. In other words, last year I paid $ .22 or 22 cents per Kwh, and this year I am paying $.91 or 91 cents per Kwh. And in the company is pocketing the solar energy to get more $$$$ off of! Sadly this is a SCAM. I like being environmentally conscious and making solar energy, but to be financially penalized for it????

1 month ago

Sunrun Logo

Reply from Sunrun

We're so sorry to hear this, Suzan. We certainly don't want you to feel frustrated. Please send us a private message with your full address and primary name on the account so that we may review the situation.

Sep. 13th, 2021

star star_border star_border star_border star_border

Bob Trammell Bakersfield, CA

I installed Vivint Solar Panels years ago on my home and was satisfied. When I needed to install more panels, Vivint, now a Sunrun company, seemed the logical choice. Boy, was I wrong! When they showed up to do the job, I discovered the salesman had lied. He lied about the "whole house battery", he lied about where the system would be installed. He lied about how long it would take. The first trip out, they told me their equipment needed to be in a different place than where the salesman told me. I had stuff in front of the wall and agreed to move it, which would take about 15 minutes. Nope, they couldn't wait. They packed up their stuff and left. "Somebody will call and reschedule", they said. A week later, I called them and schedule the appoint for several weeks later (the earliest date they could give me). The crew showed up on time and worked all day, install panels and the battery. At the end of the day, the supervisor said it wouldn't work because they needed to replace my electrical panel. He wanted to leave the wires hanging out until they returned. I have small grandchildren over several days a week, so that was a non-starter. He put it back together and told me somebody would call the next day to schedule an appointment. A week later, no call. Oh, I forgot...my oven no longer works. I began calling. My salesman has disappeared. I have no local number. Their national help center just said somebody would call me back. Finally, after several weeks of calling, I got somebody to come out and get power to my oven! He said somebody would call in few days to schedule an appointment to finish the job. A week later. No call. Oh, well...

2 months ago

Sunrun Logo

Reply from Sunrun

Hello Bob T. We are sorry to hear about your experience. This is not the Sunrun norm and would like to change your experience. We will have a representative send you a private message. Thank you for your communication.

Aug. 12th, 2021

star star_border star_border star_border star_border

Hones Tee Los Alamitos, CA

I personally would not recommend Sunrun. Poor communication weird contract transfer. Why would anyone want to lease something for 20 years to not own it at the end?? And than to still pay for an electric bill…am I missing something? This may be for all companies and if that’s the case I wouldn’t recommend anyone using solar.

1 month ago

Sunrun Logo

Reply from Sunrun

Hello Hones Tee, We are sorry to hear about this negative experience and would like the opportunity to address any specific concerns you have regarding the account. Please send us a private message with your full address and primary name on the account so that we may review the situation.

Sep. 7th, 2021

check_circle

Review Source

star star_border star_border star_border star_border

John Davison Northridge, CA

The panels are working but the customer service is so terrible that it should rank -1 stars. Forever on hold, never being called back. They installed a panel on the wrong spot covering the access to our air-conditioning. After we told them we were informed that we had to pay for it for them to clean up their mess. They came and removed the panel but didn't reinstall it later. On the day we were supposed to have in reinstalled they said they were on the way but never showed up. WORST CUSTOMER SERVICE EVER.

1 month ago

Sunrun Logo

Reply from Sunrun

We are so sorry to hear this! We would love to review your system's performance and any other specific concerns you have. We will have a representative send you a private message. Thank you for your communication.

Sep. 2nd, 2021

star star_border star_border star_border star_border

Kiran Samineni Cerritos, CA

I had Sunrun for the past 6 years. They have the worst customer services ever in my experience. My solar has been broken for over 6 months. It took several calls from me to schedule an appointment for them to come and check the system. On the appointment day they did not even show up and never informed me what is going on. Since them I keep calling up almost every week and I lost hope that they even care to fix the issue. This is the worst customer service experience I had with anyone in my life. Not a single sunrun employee showed any concern or care for my issue. I definitely don't deserve to be insulted by them like this and they definitely don't deserve to be in business with this attitude. I am glad couple of my friends decided not to go with sunrun for their solar system after seeing my experience. I will continue to influence many more of my friends and family to not engage with sunrun for their solar power needs.

3 months ago

Sunrun Logo

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 you for more information, and so we can also collect your contact information.

Jul. 27th, 2021

star star_border star_border star_border star_border

bman01 Perris, CA

They were very quick to get everything up and running. (Great) but once I started to recieve my bills it went from 34.00 in Apr 2021 to 343.00 in June 2021. I am still paying 199.00 for the SCE bill. Called Vivant and they said it is because of the energy I produce. I am being billed for that energy that my panels produce. In the winter they will not produce as much. Well in SoCal winter is a cold day it is mostly sunny. So I asked them what can I do to lower my production? I thought I was suppose to save money. They said you cannot you will have a credit at end of year. Not acceptable. I was unable to change the contract from purchase to lease. I asked them to remove a few panels to produce less. So they were the ones that suggested the amount of panels so they are suggesting for their own benefit. I will post my bill here every month so that people can see my bill and make their decision. Horrible company.

4 months ago

Sunrun Logo

Reply from Sunrun

We appreciate the feedback. We're sorry to hear this. While savings will vary widely based on your usage, location, etc. we definitely want to make sure you're getting the most out of your solar system. Please feel free to call us at 855-478-6786, or email us at [email protected]

Jun. 16th, 2021

star star_border star_border star_border star_border

Melanie Rehberg Tucson, AZ

This company is TRULY AWFUL. I bought a house that had panels and took over the contract from the previous owner. It has been 10 months and EVERY month we pay them on time, but the day after the due date, they send an email stating I haven't paid, and then 1 -2 days after that, they call me and say I haven't paid. I tell them we did and we then have to call our bank to call them with me on the phone to verify that payment was made with all the accurate information. Sunrun reps (Sasha or Les) say that we and the bank are doing everything correctly, they just keep telling me that it's a technical problem on their end; they are aware of it and every month they say it will be fixed by the next time, but it is still not fixed and as of now my account is overdo by 3 billing cycles. I requested supervisors to call me (Joel) and was set up for a phone appointment, but he never called. I called again, but after 2 weeks, he still never called. Finally after my third prompting, another manager (Larry) called me. He basically said the same thing the other reps did - "it's their fault and they are working on it", but he added that it has happened to many other clients in the past, but they all were fixed and they don't know why mine isn't fixed. They actually charge me every month to pay through my regular bank's bill pay system $7.50/mo. They kept telling me to allow them to auto draft and maybe it would get fixed, and if we allowed them to take payments out of our account we wouldn't have to pay that fee. Thank God I didn't allow this, because it would have likely resulted in the same issue but then they would have access to my account. Larry didn't give me any more assurance that it would be fixed next time, plus he never once apologized for all the time and aggravation. I have been fighting breast cancer for the last 18 months, so really don't need this added stress and anxiety. I told the manager since they have lost 10 months of payments that I should be refunded that fee. He said he would credit our account to cover those fees, but he didn't do his math correctly, because he only credited $50. I called to tell him 10 x $7.50 is $75, but he refused to pay the extra $25. And while that money isn't going to make or break me, it is the principle of the matter. In addition, the two phone conversations, it was obvious he had NO CUSTOMER SERVICE EXPERIENCE, as he didn't sincerely apologize and in the second call he was actually rude to me about the lousy $25. I would bet money, the same thing will happen on next month's bill. DON'T GET INVOLVED WITH THIS COMPANY!!!!

4 months ago

Sunrun Logo

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. Please feel free to contact us at 855-478-6786 if you wish to discuss the matter further.

Jun. 10th, 2021

star star_border star_border star_border star_border

Jess Queens, NY

I have recently purchased my home in Jan 2021. I took over the contract from the previous owners. Since buying my home I have not received any energy from Sun Run's solar panels and have to still pay them, along with ConEd. It has been 5 months and I am calling every week, no one calls me back although every time I call they say someone will call me back within 2 weeks. It's so ridiculous and unbelievable, being a new and first-time homeowner my number one issue has been with Sun RUN. I do not recommend them to ANYONE. On top of this, their system has an issue with setting up autopay although I have called multiple times and confirmed that it is set up. They charge me $15 extra every payment cycle for not having autopay even though it is an issue on their side. I have to call every billing cycle to have someone manual put in my payment, and them telling me the $15 is waived, when IT actually is NOT! Please believe all the bad reviews. They are true. Sun Run sucks

5 months ago

Sunrun Logo

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. Please feel free to contact us at 855-478-6786 if you wish to discuss the matter further.

May. 24th, 2021

star star_border star_border star_border star_border

Jimmy Kohles Greeley, CO

After looking at the initial design and being concerned their design didn't take into account a very large tree on my property, I was assured by the sales team that it wasn't a problem and shouldn't affect system performance, and would be fixable. After 2 years, the system is severely underperforming (about 50% of the guaranteed output). Besides the hundreds of dollars they'll owe me in underage, there is apparently little incentive for Sunrun to fix the poorly designed system. Their system, at current performance that they won't fix, effectively charges me $0.22/kWh, when power supplier is closer to $0.04/kWh. Underperformance had resulted in substantial electricity bills from supplier, in addition to the lease payment (that increases annually and will be almost $160/month at year 25, with system output decline will amount to paying $2.00/kWh). If you're considering signing a lease, please do the math on the total cost of lease over 25 year term and make sure you comfortable with design (takes into account all shade). Finally, I'm fearful that the (underperforming and costly) system will make my home more difficult to sell...there really isn't a cost-free remedy for a home sale that doesn't include a transfer of lease...and that feels predatory. I have been in almost monthly contact with Sunrun to fix the issue and their Customer Service is lackluster. They've never once offered a solution to the problem (that was completely unforeseeable to me as a customer, but could have been prevented from their end with just a better shade study). I don't feel like this company cares about customers.

5 months ago

Sunrun Logo

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. Please feel free to contact us at 855-478-6786 if you wish to discuss the matter further.

May. 24th, 2021

star star_border star_border star_border star_border

Zach W Annapolis, MD

I am in the process of trying to buy a home that has a Sunrun solar lease. Sunrun refuses to follow the terms of their contract and allow a fair market value appraisal of the system for purchase during the sale of the home. The 9.28kW system should be valued around $20-30k. Instead, they are valuing it at $67k and refuse to provide evidence (in the form of the promised appraisal) to this inflated valuation. It's a total scam. Please don't sign a solar lease with Sunrun. They will just make up whatever value they want for the panels, and you'll never be able to purchase your way out of it. How this is not illegal is beyond me. It's right in the contract, and the company refuses to comply with it.

5 months ago

Sunrun Logo

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. Please feel free to contact us at 855-478-6786 if you wish to discuss the matter further.

May. 24th, 2021

star star_border star_border star_border star_border

Douglas Jones Las Vegas, NV

Very bad experience tried to have me replace my roof they must have a roofing company partnership beware of this scam.

1 week ago

Sunrun Logo

Reply from Sunrun

Oh no, Douglas! We're so sorry to hear this. We definitely want to make sure you have a positive experience. Please send us a private message with your service address so that we can help resolve your concerns. Thanks!

Oct. 15th, 2021

check_circle

Verified Customer

check_circle

Review Source

star star_border star_border star_border star_border

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.

1 year ago

Sunrun Logo

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

check_circle

Verified Customer

check_circle

Review Source

star star_border star_border star_border star_border

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.

1 year ago

Sunrun Logo

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

star star_border star_border star_border star_border

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.

3 months ago

Sunrun Logo

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

star star_border star_border star_border star_border

Roberto Elk Grove, CA

I am losing more than $400 a year with this system. I do save on electric bills but their monthly fee is way too high. Customer support is terrible, even though they acknowledge this issue they don't do anything about, rather they disappear from communications, i saved all texts and email i may sue them if they don't resolve the problem. Already reported to BBB. The sale representative Wynn lied to me in order to sell me this system.

4 months ago

Sunrun Logo

Reply from Sunrun

We appreciate the feedback. We're sorry to hear this. While savings will vary widely based on your usage, location, etc. we definitely want to make sure you're getting the most out of your solar system. Please feel free to call us at 855-478-6786, or email us at [email protected]

Jun. 16th, 2021

star star_border star_border star_border star_border

Jim C. Laguna Niguel, CA

I join others in expressing my dissatisfaction with Sunrun - the worst customer service ever. The service providers that they use for follow on service when your system breaks down I think it’s fair to say are either incompetent or they are very limited in what they can do. Who ever heard of any service provider not having parts? My case has been ongoing since late 2019, so future solar customers beware - read customer reviews before you make any decisions. Would you ever purchase anything, like a car, that when it breaks down and they won’t service it - no doubt they would be out of business very quickly. I hope they fix their customer service approach soon. I see their ratings continue to fall.

6 months ago

Sunrun Logo

Reply from Sunrun

We're so sorry to hear this. We certainly don't want you to feel frustrated. Please feel free to contact us by calling 855-478-6786, we will have our Customer Care team assist you in resolving your issues. We appreciate the feedback.

Apr. 27th, 2021

star star_border star_border star_border star_border

Chandra Porchia Suitland, MD

My solar panel were not producing any energy from 18 July 2020 thru 4 November 2020 but the company continued to bill me and received payment when I was not receiving service. I have been in contact with the company to secure credit for the months I paid when my solar panel were not working to no avail. They refuse to correct the error and I have going back and forth with this company since December 2020 to have the issue corrected. I keep getting the run around that it takes two months it is now April 2021 and nothing has been done. I am going to pursue my issue with Maryland consumer protection because it is obvious this company lack integrity.

6 months ago

Sunrun Logo

Reply from Sunrun

Hello, We apologize for dropping the ball on your experience. Customer service is really important to us, but sometimes we make mistakes. We'd love to look into this for you. Please send your address and review to [email protected] so that we can help resolve your concerns. Thank you.

Apr. 15th, 2021

star star_border star_border star_border star_border

LogicLady San Diego, CA

Very poor customer support and a lack of coordinated technical management. The installation team appeared competant and were polite and clean, but had to make an "emergency" visit jut before city inspectors arrived as they had forgotten to install the ground. Additionally, it was determined two weeks later that they had also forgotten to install the transmitter antenna, making communications to the system impossible. In addition, when they "turned the system on" (which they sent an after-the-fact email to let me know), they forgot to ACTUALLY turn the system on, so I spent the next two weeks paying full power fees to the power company and concurrently paying VIVENT/SunRun. I am on a fixed income, and double power bills, even if they may be reconciled months later, are difficult to handle. I was passed by the billing office to the Customer Care office who told me (after 30 minutes on hold while they conferred), that until I had been unhappy for another two months they couldn't do anything for me. Do not work with this company - they do not care about their customers.

6 months ago

Sunrun Logo

Reply from Sunrun

Thank you for your communication. We're so sorry to hear this. We certainly don't want you to feel frustrated. Please feel free to contact us by calling 855-478-6786, we will have our Customer Care team assist you in resolving your issues. We appreciate the feedback.

Apr. 9th, 2021

star star_border star_border star_border star_border

Alex New San Diego, CA

My selling Rep was Not honest -The agent assured me the new Solar will generate enough power to wave the Edison bill -He did not tell me about the annually utility bill from Edison, he said all what you need to pay is just monthly fee less than $10 - In the agreement he put in the contract LONGI panels yet they installed REC he made me sign in his computer without reading, I trusted him unfortunately - He did not say after 4:00 pm you are in the Edison power not the solar - he told me I will get credit for the power i will sell to Edison yet I have to pay Edison - if I knew all the details I would not sign this agreement. Please read your agreement the first and last page should tell you how much percentage you are waving from your Edison power usage Remember no matter what you still have to pay Edison the yearly not just monthly fees Now I am stuck with $540 annual bill from Edson after one year usage, that's what most people do not know SunRun is scam

6 months ago

Sunrun Logo

Reply from Sunrun

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.

Apr. 12th, 2021

star star_border star_border star_border star_border

mohsen ali Glendora, CA

when you call Sunrun , they answer welcome to the largest company and I should add the worst company. I don't know how they can be in business. First experience I had a leak , for almost 6 months none will answer calls , emails, mails, and only after I suffered 3 extra leaks from more rain and suffered internal damage to the house I launched a complaint against them to the state board . Despite that they would not fix the leak and I had to remove the panels on my cost and throw them in the backyard . I went with Vivint , who became Sunrun , the worst company in the country and they never failed to be the worst. They installed the panels and now after 8 months they didn't activate the system. Despite all the begging and the requesting they had no response . I will not have their system even if it is for free. am sending them a letter that in one week if they don't activate the system and give me a new agreement , I am again throwing their panels out .

6 months ago

Sunrun Logo

Reply from Sunrun

Hello, We apologize for dropping the ball on your experience. Customer service is really important to us, but sometimes we make mistakes. We'd love to look into this for you. Please send your address and review to [email protected] so that we can help resolve your concerns. Thank you.

Apr. 7th, 2021

star star_border star_border star_border star_border

Butch dunfee Oxford, PA

Sunrun is a joke we've been dealing with them since August of 2019 since then our electric bill has technology doubled seem im paying an electric bill thts actually the same as my sunrun bill if not sometimes more we've been on the phone with them since August of 2020 and haven't got anywhere i actually turn off the solar panels and they finally sent a tech out he informed me after I showed him my electric bills tht it seems my electric companies peco and solar panel companies don't get along with each other so since the beginning of this year I stop making payments to them now u think that would stir them up and someone would call we that didn't happen either i wouldn't reccomend solar to anyone and im a hvac tech and way 100% on board with solar not no more beware of the scam sunrun is one of the biggest I've seen so far and maybe other solar companies are better but to me its just away for the consumer to help supply electric to the electric company at the consumers expense

8 months ago

Sunrun Logo

Reply from Sunrun

We would be more than happy to review your system's production and answer your questions in regards to what you are paying and why. Please feel free to contact us by calling 1-855-478-6786. Thank you for your communication.

Mar. 31st, 2021

star star_border star_border star_border star_border

Eric B. Maplewood, NJ

I've had a Sunrun solar energy system on the roof of my home for 9 1/2 years. In that time, I have had exactly *two* months where energy production exceeded (or even approached) consumption - on a system they claimed would produce 97% of our energy in our 4-person houseold, which has been a 2-person household for several years now. Quotes were revised several times, installation was delayed for ill-explained reasons, and Sunrun has had to give me the under-production credit every single year that I've had this system. Now, I am selling my home and am contractually obligated to purchase the system. Fine, that was to be expected. We call Sunrun to find out the purchase price, and the customer service rep quotes us a price that matches what is on our contract. A day later, we get an email from Sunrun saying the SCR was wrong, and the actual purchase price is twice what he told us. That was two weeks ago. There has been ZERO response to my repeated emails and calls asking Sunrun to explain this huge discrepancy in cost. All I got by way of explanation was "The purchase price of a system is the fair market value plus sales tax. FMV is determined by a third party appraiser, DAI Management Consultants, Inc ("DAI"). When determining fair market value, DAI takes into account the Solar System's age, location, size, and other market characteristics such as equipment type, service costs, the value of electricity in your area, and any applicable incentives. " copied directly from the contract terms. No answer when I ask to see this appraisal or the formula used to calculate it. Again, this is a system that has never lived up to what was given to us in writing. Yes, the production numbers are "estimates", but when your estimates are 3-5x higher than reality, maybe your methods of estimation need work. At any rate: ANSWER YOUR EMAILS!

8 months ago

Sunrun Logo

Reply from Sunrun

Thank you for your communication. We are disappointed to hear of your dissatisfaction with us. Please feel free to message us. We would be happy to review your issue in detail.

Mar. 31st, 2021

check_circle

Verified Customer

check_circle

Review Source

star star_border star_border star_border star_border

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.

2 years ago

Sunrun Logo

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

check_circle

Verified Customer

check_circle

Review Source

star star_border star_border star_border star_border

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.

3 years ago

Sunrun Logo

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

check_circle

Verified Customer

check_circle

Review Source

star star_border star_border star_border star_border

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!!!

3 years ago

Sunrun Logo

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

star star star star star

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!

3 years ago

Sunrun Logo

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

star star_border star_border star_border star_border

MinnieMom Livermore, CA

Do not go with this company. They put the panels on our roof 6 months ago and we still don’t have service. The sales rep forgot about us. Not to mention when he 1st came to our door, he was maskless. Not sure what they get out of having solar panels on roofs with no service. I say someone say they never received their welcome gift card. Must be same sales rep because we didn’t either.

7 months ago

Sunrun Logo

Reply from Sunrun

We're so sorry to hear this. We certainly don't want you to feel frustrated. Please feel free our Customer Care team by calling 855-478-6786. We would be more than happy to address your issues.

Mar. 31st, 2021

star star_border star_border star_border star_border

Kathy Stockton, CA

Sun Run is a joke... my roof leaked in 2 areas during installation... they won’t fix my roof I have to spend $1200.... and I’ve been paying more on my electric bill instead of saving... 2019 I paid $1000, 2020 I have to pay additional $1800 on top of my $162 monthly bill. Customer service is another joke, they promised to call me back in 2-3 days ... I called 3x no call back. I would not recommend this company even to my worst enemy .

7 months ago

Sunrun Logo

Reply from Sunrun

Kathy, we are sorry to hear about this negative experience and would like the opportunity to address any specific concerns. Please call our Customer Care team so we can address your issues, the number is 1(855)478-6786.

Mar. 31st, 2021

star star_border star_border star_border star_border

Kimberly Ashbaugh Tucson, AZ

I would give them 0 stars if I could. Our 34 panel system is supposed to be 110% offset but we keep paying the power company and sunrun. We are saving nothing, it costs us money and I'm in Arizona with 330 days a year of sun. They don't monitor your system, you do and you pretty much have to guess to see if it's working. Customer service is poorly trained and will give you the run around constantly. They were fine until we signed but now they're just awful. We have an under performing system that can't supply power for a household of 2. Ridiculous!

8 months ago

Sunrun Logo

Reply from Sunrun

Hello Kimberly, if you own the system, we do not proactively monitor the system. Once you go solar, your utility company will begin billing you as a "net energy metering" (NEM) customer. This means instead of billing you for all of your electricity usages, your utility will only bill you for the difference between system production and how much total electricity your home needed for the month. If your solar production is used immediately in your home, it will not be sent to the grid which will cause a discrepancy between your production on mySunrun and your utility bill. For example, if the system generates 400 kWh of solar electricity and you used a total of 600 kWh of electricity in your home, your utility company will only bill you for 200 kWh of electricity. Please let us know if you have any further questions.

Mar. 31st, 2021

check_circle

Verified Customer

check_circle

Review Source

star star_border star_border star_border star_border

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.

2 years ago

Sunrun Logo

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

check_circle

Verified Customer

check_circle

Review Source

star star_border star_border star_border star_border

Geraldine Danielson

Their customer service is awful. I went online o October 11. I continued to get bills from my original electric company for 5 months. I could not get anyone to listen to me. Finally I got a call fromOncor and they walked me through what needed to be done. I think it is finally working right.

2 years ago

Sunrun Logo

Reply from Sunrun

Hello Geraldine D. Thank you for taking the time to provide us feedback. We understand this has not been an easy process due to the lack of communication. Please allow us to turn this experience around and have a Specialist reach out to you. Private message us your contact information so we can contact you.

Mar. 27th, 2019

star star_border star_border star_border star_border

Larry Aguilar Yorba Linda, CA

I had a Sunrun Solar System installed in my previous home that I sold and decided to install a Sunrun Solar System in my new home. I contacted the Sunrun Rep that provided me with a quote with a price that was acceptable so I signed the Sunrun agreement. Sunrun came out inspected my home and roof and indicated that everything looked good, they just were waiting for permits to start. However, about 6 weeks after I signed the Sunrun agreement, the Sunrun Rep called me and said that the roof estimate they received from their subcontractor was $1,900 more than they had anticipated, so I was going to have to come with an additional $1,900. I informed the Sun Rep that I shouldn't have to pay the additional $1,900 for Sunrun's mistake. If Sunrun under estimated the cost for the roof it was their fault. Sunrun refused to pay the difference for their own mistake, so I cancelled the Sunrun Solar System. I refused to do business with a company that does not stand behind their own written agreement.

9 months ago

Sunrun Logo

Reply from Sunrun

We would love to support the resolution of your issue. Customer service is really important to us, and we'd love to look further into this for you. Please feel free to contact our Customer Care team by responding to our private message.

Jan. 28th, 2021

star star_border star_border star_border star_border

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

9 months ago

star star_border star_border star_border star_border

Peter Weiler Marlborough, MA

The salesman prepared a preliminary design that did not include the effects of shading by near-by trees or roof pitch. In a follow-up Zoom meeting, he told me that I needed to sign an agreement based on this design in order to proceed to the next step, Site Assessment. I agreed to do so only because he assured me that I could cancel at any time up to a few days before installation. He also assured me that the company would fill in data from the final design "over my signature"! He then proceeded to DocuSign the agreement for me. (Forgery?) He emailed a copy to me only because I asked for it. I was distressed to learn that the agreement: 1) Contained a clear 10-day limit for cancellation; 2) Omitted specifying the equipment to be used in the system; 3) Contradicted verbal warrantee descriptions. I cancelled and went looking elsewhere.

9 months ago

Sunrun Logo

Reply from Sunrun

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. 28th, 2021

star star_border star_border star_border star_border

Diana Hillside, NJ

Sunrun customer service the worst. My roof leaking from the panels that they installed so I want to change the roof but sun run told me that they will charge me $5,450 for them to take the panels out and put it back so I spoke to them that not my fault that your installer destroyed my roof . My roof only 3 yrs old when they put this solar 9 yrs after a need another roof that will cost me another $15,000 plus $5,450 add the math did I save anything? I tried to explain that it’s their fault why my roof is leaking and guess what they said they can’t do anything . I ask them to take them off and don’t want them in my roof anymore he told me no negotiation I signed the contract if any lawyers reading this complain please try to file a lawsuit you will have a lot of clients . Sunrun all I am asking them is not to charge me to take them off and putting it back because it’s their fault why the roof is leaking he answer he can’t help me . Imagine they destroyed your property and they said they can’t help me . When they want your service they are so nice but when there’s a problem you’re on your own . Willing to pay the roof but refusing to pay the fees to remove and put it back No he said no negotiations.

10 months ago

Sunrun Logo

Reply from Sunrun

We're so sorry to hear this. We definitely want to make sure you have a positive experience. Can you send us a direct message with your address so we can look into this? Thank you.

Jan. 28th, 2021

check_circle

Verified Customer

check_circle

Review Source

star star_border star_border star_border star_border

Matthew Singer Cotati, CA

Sunrun does not tell the truth about their product or service. They do not support their customers and I have to take them to court in order to resolve the conflicts that I have.

2 years ago

check_circle

Verified Customer

check_circle

Review Source

star star_border star_border star_border star_border

Very Unhappy Customer!!!!!!!

I had a problem arise with my system and it is taking 2 weeks before I can get anyone to even come out and look at problem I am very, very unhappy with c/s. My sales rep was great...

2 years ago

check_circle

Verified Customer

check_circle

Review Source

star star_border star_border star_border star_border

Willow

My monthly payment keep going UP by a few cents, I was told it was a fixed price. Please change this for customers then you will get a better rate. So far, I am referring anyone.

2 years ago

Sunrun Logo

Reply from Sunrun

Hello Willow Keep in mind that the size of your utility bill is based on your usage. If your bill is higher than last year, you may be using more power than last year. Since your Sunrun rate is lower than that of your utility, that means you'd be paying even more for your current usage without solar. In other words, you're still saving.

May. 4th, 2019

check_circle

Verified Customer

check_circle

Review Source

star star_border star_border star_border star_border

1

What they told us wasn't correct. We were trying to save energy from all the electric companies and basically we are paying a little more than what was told that they would cover.

2 years ago

Sunrun Logo

Reply from Sunrun

Hello Jed. Keep in mind that the size of your utility bill is based on your usage. If your bill is higher than last year, you may be using more power than last year. Since your Sunrun rate is lower than that of your utility, that means you'd be paying even more for your current usage without solar. In other words, you're still saving.

Feb. 20th, 2019

check_circle

Verified Customer

check_circle

Review Source

star star_border star_border star_border star_border

John San Diego, CA

It looks pretty good but I have seen better. They are not very responsive to my needs. I would like them to invest a little bit more in keeping their customers happy after set up.

2 years ago

star star_border star_border star_border star_border

Tootall Anderson, SC

I just bought a house with leased panels from Sunrun. My power bill has gone up every month for 3 months. The last month by over $100.00 I need to have a new roof installed. Sunrun is going to charge me over $4,000 to take the panels down and reinstall after the new roof is put on. I do not know when Sunrun will come out. Hard to line up a roofing company. Customer service is below average.

11 months ago

Sunrun Logo

Reply from Sunrun

Please direct message us with the name on the contract as we are very disappointed to hear that you feel this way. We would love to support the resolution of your issue. Will you provide us your property address so that we may best support your concerns.

Jan. 29th, 2021

star star_border star_border star_border star_border

Keith Hambek Aurora, CO

Absolutely horrible customer service! We were told that if our solar panels didn’t rate up to what we were expecting and quoted after a year, we could call customer service and have the plan adjusted. Between my utility bill and my Sunrun bill, I am paying more out of pocket than if I didn’t have solar. I explained that to a customer service rep, and her answer was to sell me another solar system to put on my roof, and pay for both systems! I asked to speak with a supervisor and was told that she would have to call me back. I have now made 3 calls and asked for supervisors, and none have called me back. They get you into a contract, then don’t care any more about you or your service. P.s. don’t buy their load of crap about rebates or referrals either. I haven’t seen any of the 3 I was promised.

1 year ago

Sunrun Logo

Reply from Sunrun

Thanks for reaching out, Keith. Customer service is really important to us, and we'd love to look further into this for you. Please send us a direct message with your address so we can help resolve your concerns. Thank you!

Jan. 29th, 2021

We're on a mission to empower consumers to make the best decisions and connect confidently with companies that deserve their business.

© 2021 BestCompany.com LLC - All rights reserved Privacy Policy | Terms | Do Not Sell My Personal Information