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Sunrun

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1,649 User Reviews

7.6

Overall Score

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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.

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The Good

  • Payment Flexibility
  • Customized Solar Systems
  • Simple Solar Process
  • 25-Year Maintenance
  • Roof Warranties and Coverage for Sunrun Solar Panels
  • Customer Care Team
  • 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.

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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.

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The Bottom Line

Overall, Sunrun is highly recommended to homeowners who are looking to go solar. Sunrun's high quality solar energy systems, variety of financing options, lengthy maintenance coverage and warranties, and customer service and transparency are attractive features that make breaking away from your utility company and switching to solar simple and affordable.

Interested in going solar with Sunrun? Find out more. Want to learn more about Sunrun? Check out the Sunrun solar reviews from real customers below.

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Sunrun Frequently Asked Questions

How does going solar with Sunrun work?

After you sign your Sunrun agreement, you’re ready for solar panel installation. The best part? You don’t have to lift a finger because we take care of everything from scheduling to submitting permits, to working with the city and utility, and securing your solar panels to your roof. Naturally you’ll have questions, and we’ll be right there with you answering them every step of the way.

Once you’re approved for a Sunrun solar installation, your home will undergo a site assessment and an expert solar technician will visit your home to confirm your system design.

After that, our solar design experts make any necessary adjustments to your design and get your final approval. Once you’ve approved your system design, we submit your design to the city for permitting. From there, either Sunrun or one of our local certified partners perform your solar installation. We only partner with the top-rated solar installers, so know you’ll have the highest quality solar installation available.

When your installation is complete, the city or county will perform a final inspection on your system. Once it’s approved, it will be connected to the grid, and we’ll submit your documents to the utility company. After your utility company grants Permission to Operate, you’re ready to start powering your home with the sun.

How much does a solar energy system from Sunrun cost?

Solar home solar system prices vary by home, your utility company, and your location. Contact Sunrun for a quote today.

What solar panels does Sunrun use in its installations?

Sunrun uses standard and high-performance solar panels in its installations.

How long does it take for Sunrun to install solar panels?

The process of having a home solar system installed on your roof can be relatively quick. Many Sunrun installations are completed in one day.

But before our crew comes to your house, we take a few weeks to prepare your project so that you have the smoothest installation day possible. You will have a team of experts working for you during this time who handle the tasks necessary for a smooth solar installation and keep you updated along the way. Our customer app also allows you to see your installation status during this time:

  • Conduct a site survey to look at your roof, attic and electrical panel
  • Finalize your custom design
  • Apply for permits and wait for approval
  • Collect other necessary approvals and documentation that is specific to your neighborhood, such as HOA approval

Your project coordinator will be in touch with you throughout this time to keep you up-to-date on your progress. When it comes time to install the system, your installation coordinator will let you know how long the construction process will take for your home.

How long is a Sunrun agreement?

In general, our Sunrun agreements last for up to 25 years. Contact a Sunrun solar advisor for more information.

What happens at the end of a Sunrun agreement?

When you reach the end of your Sunrun agreement, you have three options:

  • You can purchase the solar system at the fair market value (excluding New York homeowners).
  • You can renew your lease with us on an annual basis.
  • Sunrun can remove the system at no cost to you.

When you reach the end of your agreement, the Sunrun Customer Care team will help you with moving forward however you choose.

Does Sunrun offer a warranty?

All of our solar equipment is backed by robust warranties. When you choose BrightSave, your solar system will also come with 24/7 monitoring and maintenance. So if it breaks, we’ll fix it, free of charge. Contact us to learn more about our Comprehensive Home Solar System Support.

Does Sunrun offer solar monitoring?

Yes! We have a monitoring team dedicated to keeping an eye on your home solar system. Here’s how it works:

  • We record production (in real-time) — Your Sunrun meter counts your kilowatts as they’re produced.
  • We collect your production data (every six hours) — Four times a day, your Sunrun meter sends your production data to our Denver-based monitoring team, where all production data is collected, stored, and analyzed.
  • We evaluate your production (every day) — We compare your production to the estimates included in your contract to confirm that your system is working as expected. We also check the weather and other systems in your neighborhood to make sure you’re harvesting just as much sunshine as your neighbors.
  • We fix what needs fixing (if necessary) — If your system isn’t working as expected, we will identify the issue and rectify the situation. If we cannot fix your system with remote troubleshooting, we may need to send a technician to take a look at your system in person.

How many states is Sunrun in?

Sunrun currently offers residential solar service in 22 states, plus the District of Columbia and Puerto Rico. Sunrun states are Arizona, California, Colorado, Connecticut, Delaware, Florida, Hawaii, Illinois, Massachusetts, Maryland, Nevada, New Hampshire, New Jersey, New Mexico, New York, Pennsylvania, Rhode Island, South Carolina, Texas, Utah, Vermont and Wisconsin.

Star Rating

3.5

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1,650 Reviews

Review Breakdown

5 grade

45%

4 grade

16%

3 grade

7%

2 grade

6%

1 grade

25%

Sentiment Criteria

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C Gustafson

Inverter stopped functioning within 6 years of use. Have waited over 3 months for Sunrun to address the issue while our system remains down in the high production months. They estimate over 2 months for the inverter to arrive (could be 6 months?!) and up to 30 days to schedule installation ("depends on region" and no ability to provide a better estimate). The service is untimely and the communication has been pitiful. After sending emails for weeks and receiving no response, I spent 40 minutes on hold and speaking to an overseas agent without a clue (not her fault) only to finally reach a "case manager" who confirmed that indeed an inverter was on order and that we could wait a couple more months before the system would be functioning again.

1 month ago

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Reply from Sunrun

Hello C Gustafson. 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.

Sep. 3rd, 2021

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Kwallis Palm Desert, CA

I signed up for solar through Current Home back in October of 2020. It is now September 2021 and it's still not complete. I last communicated with my project manager over a month ago about two issues and have not heard back from anyone since. I know my HOA was difficult to deal with but the installers made some big mistakes that created extra visits to my property. I would like some help in dealing with my issues.

1 month ago

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Reply from Sunrun

Oh no, Kwallis! We are sorry to hear that the preparation process is taking a long time. We will have a representative send you a private message. Thank you for your communication.

Sep. 16th, 2021

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Ed & Marie Watson

As of this date (08-27-2019) our system is not working and hasen't since 08-13-2019! NV Energy bill for 0ver $200.00!! d it cost us around $500.00 for the last time it didn't work. We are retired, on a fixed income, and cannot afford these energy bills AND the mortgage bills for the solar system. A complaint has been made with SunRun and they said that they would give us a call in next 3 to 5 working days. That is unacceptable! We are going to have to pay NV Energy for all this time that your system is not working. We need to talk to Management and we would like to request our money back. )

2 years ago

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Preston Moore Columbia, SC

There is just one electrical company out here where I live. Because they don't have any competition, they can choose to charge me whatever they want, whenever they want. At the time I was paying them more than $200 for my electric utilities, even though I live on my own. One day I went shopping at Home Depot and saw Sunrise. I spoke with a guy there that explained solar to me, looked at my situation, and offered me a better deal and price for everything. He told me that, if I got solar, I would be able to save money on my electrical bills. It was all lies though. Since I got the system up in December, I've been getting higher bills for my electric utilities. Now I pay more than $300 a month for both and that was just not what we agreed to. What I've noticed is that, whenever our solar goes down, the electric bill goes up, and vice versa. It just doesn't make any sense to me. As I said, I live on my own, have all LED lights in my house, keep the temperature to 68-69, and even use a space heater most of the time instead of the central heating. I've done everything I could to reduce my electricity usage so I don't understand where it's all coming from. Both Sunrise and the electrical company need to speak some truth and actually give me the right information.

3 years ago

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Reply from Sunrun

Thank you for your communication Prestone M. We strive to deliver an individualized customer experience that exceeds your expectations! That's exactly why, we invest in the best talent, and actually employ our project management staff directly. Additionally, quality and reliability are major values we uphold, so exceeding your expectations is possible. To understand you believe otherwise is disheartening! We want to take this opportunity to get things straightened out for you by connecting with you. A Specialist has sent you a message. Please respond with the necessary details, so we can help.

Apr. 5th, 2018

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Dollinger Household

I had a pleasant experience getting the panels up. However, there were huge number of pages and signatures required. I was told that I would receive a check at the end of the year, if I had generated more power than what I used. Well, I have over two hundred dollars in credit. sCE says I did not sign up for the refund and will not be receiving any reimbursement. This is a very negative experience. Sunrun should take care if this right away! Then I'll be able to give an appropriate rating.! ,

1 year ago

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Reply from Sunrun

Hello Dollinger H. We're sorry to hear you're having issues with your Utility company, you can call their customer care line and request to speak with their solar department. Feel free to reach out to us as well with any questions.

Mar. 25th, 2020

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Aaron Hackett Mukwonago, WI

Over all poor follow through. I was told I would receive assistance in completing rebate paperwork, that did not occur. I was told I would receive a federal tax rebate, found out later it was a tax credit, big difference. I received a call thanking me for recommending a friend and if they installed panels I would receive a $350 bonus. The people I recommended have had panels for a year and I have still not received the bonus after several emails with no response. I will be strongly recommending a different service to friends you inquire about my panels.

2 years ago

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Sunrunning away with my money Simpsonville, SC

App is glitchy. Had to jump through a lot of hoops to get my savings analysis, probably because they know I'm losing money. When I finally got the analysis, I saw I was essentially losing an average of $50 a month leasing solar panels from Sunrun. I have emailed and called and left a voicemail to discuss these results and someone coming to check my system for maximum effectiveness, but have received no reply. That is why I rate this company poorly.

2 years ago

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Nikola Yonkers, NY

I feel I was misled on how sun run works and I am constantly paying two bills for electrical, so it's not worth it. The equipment is working but it's not working at max capacity as promised. They put me into a contract to lease their equipment and guarantee me at installation a reduced bills to only one payment but I am still making another payment.

2 years ago

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Reply from Sunrun

Hello Nikola, we are so sorry to hear about your experience this is not the Sunrun norm. 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.

Mar. 21st, 2019

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Kevin

I liked the salesman that sold me the product. The installation process was fine and they were professional about it. I haven't had a problem with the equipment, it has worked the way it is supposed to. They were supposed to perform an analysis or me and they haven't and I have been waiting since last October. I was not happy with the year, I felt I had paid more than I should have. My electric bill was more than it would have been without solar.

2 years ago

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Reply from Sunrun

Hello Kevin, we are sorry to hear that we dropped the ball with your savings analysis. We want to take the chance to turn this around, we want to show you that you made the correct choice by going solar. Our kilowatt rate is lower than the Utility's so you are saving! Feel free to private message us your contact information.

Mar. 19th, 2019

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D Peoria, AZ

The original guy that talked to us was very affable and he seemed like he knew what he was talking about. But the process got stuck with the follow ups with the company. They tell you they're going to let you know every move they're making. They don't tell you anything. Suddenly they are and then all of a sudden it's a lot different from what they said. Our bill's gone up rather than down.

3 years ago

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Reply from Sunrun

Thank you for your feedback. Our aim is to always provide great customer service that meets your needs, it's disheartening to hear this was not the case! We work hard to be human-centered and transparent with our customers. We will submit your feedback to our leadership team.

Aug. 24th, 2018

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Bob Lamneck Kapolei, HI

Getting a response from management has been a challenge. I've had 3 LG battery fail with 17 months of receiving PTO. I've been trying to get management to contact me with no luck.

3 months ago

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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 the account. Please send us a private message with your address and primary on the account so that we may review the situation.

Jul. 27th, 2021

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KRich Plano, IL

Worst experience ever. Their word means nothing, and it’s been going on since May of 2020 and here it is February and I’m still paying ComEd what is was last year and now paying Sunrun theirs too. Never got my signup gift card, salesman won’t return calls and texts. Customer service doesn’t seem to want to help. They tell me to make all the calls So disappointed!!!

8 months ago

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Reply from Sunrun

Rich, We are disappointed to hear of your dissatisfaction with us. Please feel free to contact us by calling our Customer Care team at 855-478-6786. You can also email us at [email protected] Thank you for your communication.

Apr. 7th, 2021

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Ron Sebastopol, CA

They haven't shown up for the last two scheduled appointments I sat and waited for 4 hours on each one. I've been pleased with the equipment. Their installation is fine the sales people were fine but the maintenance people are irresponsible.

1 year ago

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Reply from Sunrun

Thank you for sharing your concerns with us. We apologize that you had a negative experience during the installation process. We take damage claims very seriously. Please rest assured this is not the typical experience please reach out to Customer Care (855-478-6786) and we will further investigate this issue.

Jul. 6th, 2020

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Stephen Tucson, AZ

It keeps breaking down. I have had a very bad experience with SunRun in terms of their telling a subcontractor to disconnect my system for non payment when I had prepaid a twenty year lease up front for sixteen thousand dollars. It was embarrassing and I had to spend a lot of time correcting this.

1 year ago

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Reply from Sunrun

If you're experiencing chronic under-performance we definitely want to look into this and find the root cause of the issue. We're disappointed to hear you haven't been able to get assistance previously. Please feel free to private message us.

Mar. 25th, 2020

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Anne Scottsdale, AZ

Initially, SunRun told me that it would save me on my bill and it would install enough solar panels to cover all my bills. But It doesn't cover even half of my electricity bill's. I was told it would do. The installation did go smoothly and the company had good communication

1 year ago

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Reply from Sunrun

This is not the Sunrun norm! We would like to take this opportunity and review what specific issues you are concerned about regarding your bill. We know waiting to get the system installed this long is not ideal please feel free to contact our Customer Care team and we can address this issue.

Jul. 6th, 2020

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Bwardjr

My inverter needed replacing after only 5 years. It took them two months to replace it, meanwhile my electric bill was astronomical. I was also told I had a buyout option. They gave me a price which was almost higher than if I had purchased them originally.

2 years ago

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Reply from Sunrun

We are so sorry to hear you are experiencing service issues. Please send us a private message and we will address your concerns in detail. This is not the Sunrun norm and we want to make this right!

May. 4th, 2019

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Cassiem Newhall, CA

Their installation was poor and caused problems with our roof. They installed the bolts through the slope of the roof instead of the risers which weakened our roof. Because we live in California and we don't have a lot of rain they refused to remove the solar panels so we had to remove the solar panels to get the roof repaired.

2 years ago

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Reply from Sunrun

Hello Cassiem we are so sorry to hear that the install was not what was expected. We want to take this opportunity to review the outcome and solutions. This is not the Sunrun norm. Please feel free to private message us your contact information.

Apr. 23rd, 2019

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Julius Lady Lake, FL

At the moment they have a promotion going on with Xfinity, and I have Xfinity and have been trying to collect on that promotion and it has been months now and I still don't have my cards from them. The equipment is top notch as far as I can tell but I am waiting for my promotional card.

2 years ago

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Reply from Sunrun

Hello Julius, we understand that you have not had the best experience. We want to turn this around, we want to work with you in resolving this. Please feel free to private message your contact information, thank you for your communication.

Mar. 21st, 2019

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Marlene

It took over 7 months for this whole process to work. Can understand the first couple of months, but panels were on the roof Nov. 6, 2017 and ecetrical box was upgraded 12/20/17 and I never got up and running until 4/6/18, consequently and additional an additonal $627.37 was charged tome form APS druing this time

3 years ago

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Reply from Sunrun

Hello Marlene, thank you for your feedback. We are constantly working to cut down our installation process time. We can understand this can cause frustration and we apologize for any inconvenience, thank for sharing your feedback. So thrilled you're now a new member of our Sunrun family!

Apr. 17th, 2018

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Jordan Dennis Argyle, NY

The system does not produce enough electricity for the year like they said it would produce 10 percent over what I used I still get $250 bills from national grid trough out the winter on top of my lease payment to sunrun

2 years ago

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Master Mechanic.

Roof leak that sunrun refuses to take responsibility for, the home was 5 years old when installed and leak free, after installation I had a leak caused by it. Also the monthly bill is ever increasing with no explanation.

2 years ago

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Reply from Sunrun

We are sorry to hear that you are experiencing a roof leak, we want to make sure this issue is addressed we take this very seriously. Please private message us your contact information and we will have a representative contact you as soon as possible.

May. 4th, 2019

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Jill Williams

The communication process you they have is awful. I apparently had a system issue and not once of many trips out to my house (based on what they said) did I ever get a phone call or follow up to the problem.

3 years ago

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Reply from Sunrun

Thank you for reaching out to us, Jill W. We certainly hate to hear this. We want to help with your situation and initiate our goal of providing a positive customer experience. Please private message me your contact information.

Sep. 7th, 2018

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Sharon T Santa Cruz, CA

I am very surprised how disjointed this company is. My first salesman was good at presentation and understanding his product. I signed a contract with him, then he left the company. It has been a joke ever since. My new sales person was nice but when he tried to put his name on my contract he voided my contract and could not get it back on the system for me to see. Implementation called and said the contract was active regardless. However, it was not accurate with my expectations of what I signed. They proceeded to get the county approval for installation from the county. Then the contract person called and confirmed my contract was what I expected. HOWEVER, I just got an automated email that said they were sorry that I was cancelling my contract and would I do a survey. Really? I have cash in hand and their automated system is cancelling me! You really want me to answer a survey at this point? Talk about the right hand not knowing what the left hand is doing. I've never seen a company that is this poorly run. If I didn't have an approval from the county (they only thing I worried about) I would change companies.

1 year ago

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Reply from Sunrun

Hello Sharon T. We would like to apologize for the negative experience with Sunrun. We certainly would like the opportunity to learn more about the specific situation and make things right. If you wouldn't mind direct messaging us your name and address that is under contract, it would be greatly appreciated. We look forward to speaking with you and working towards earning back your trust.

Mar. 25th, 2020

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Wes Atascadero, CA

Salesman did a good job of selling the leasing plan. He got my social security number to calculate my credit score. He also got my checking account information to make required automatic leasing payments after installation. This information is stored on his computer. (Has my personal identity information now been comprised and no longer safe because...) A technician came to my home and reported that my roof was inadequate for installation. Then after all of this the salesman emailed that Sunrun will not install on roofs more than 10 years old. The salesman could have saved me and his company a lot of time by telling me about the 10 year requirement from the get-go. I have several years of life left on my existing roof. Now I am concerned about the safety of my personal identity.

2 years ago

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J. Nelson Sanger, CA

I had a solar system installed on my property in Jan. 2019. It was sold through Horizon Solar who is under contract with Sunrun. They came out to the house and laid it out and installed the system in about 3 days. Very professional. It was after they left the problems started. They told me that they were going to leave materials (5) 2"x 10"x 16' boards and a piece of metal trim 10' long in front of my property. They said a bigger truck would pick it next week. That was fine. I left the country and did not return till the first of May. While I was gone my neighbor was watching my home and taking in the mail. She contacted me at one point and said the sprinkler system for part of the yard was not working. I told her I would check it when I returned home. Went to get my mail the following day that I returned and noticed they had not removed the material from my property. I contacted the salesman about this and I also told him I had not received the Incentive Chk. For $1768.00 which was supposed to take 4 to 6 wks. to process and it was now more than 12 wks. The salesman said I would have to contact the head office. I thought maybe the sprinkler system was a stuck valve. Pulled the cover off the valves and turned on the system. Nothing, so I tapped each valve. The valve kicked in and I heard a rumble then water started shooting everywhere. Turned it off and that is when I found as I was digging that the pipes were all broken. They had filled the trench and I am guessing that I would have it fixed. Oh the concrete patch job they did on the side walk looks like crap also. I contacted Sunrun help desk and told my story to a person in that department. He said the incentive check was not part of Sunrun. He thought it was through the company they sub contract with. He did say they would contact Horizon Solar to find out what they were doing in regards to the removal of the material and repairs to the sprinkler system. Sent him and Horizon photos. I then called Horizon. They said the Incentive checks were now taking 8 to 12 wks. Asked to speak to a supervisor. Was told one would have to call me back & they never did. I also told both companies about the sprinkler system. They did have another company contact me saying they were a sub for Horizon and they would be out in 10 days to fix everything. A worker did show up. He said he was not told what was wrong. He said his truck was too small to remove the material & someone else would have to come with a bigger truck. We then went to where the sprinkler system was. I showed him where they had used the trenching machine and broken the pipes when they trenching. I have photos showing where they back filled the trench. It had settled and you can see where it went through the grass an into the flower bed and next to the main valve system for the sprinklers. What made me mad was they threw away the broken pieces and covered everything back up like nothing had happened. The guy could not figure how the pipes were connected and did not have the material to try and fix the system so he would have to come back. That was 4 wks. ago & have not seen him again. I have been watering everything with a hose which is a big job as it is a big yard. The salesmen brought the incentive check out on June 3rd. He saw what had happened said be patient. I have contacted an attorney and have an appointment to see if I can cancel the contract and have them remove their equipment. Have also contacted the better Business Bureau and am in the process of filing a complaint with them.

2 years ago

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James D Bullard Aurora, CO

Do Not get into this process expecting it will be a quick turnaround for your service turn-up. do not expect good communication from your coordinator/manager, and do not expect any form of competence from their installation teams. i started my process in January 2019, it is now May 2019, and construction completed first week of March 2019. you may ask why it has taken so long, well it is because their project management is completely mediocre, their communication is almost non-existent, and their construction teams forget too many things. here is a timeline of this "install": January - Signed contract - was advised this would be up and running by May 1st, and start being billed June 1st so i could skip the outrageous prices of my local provider. first week of March - construction completed (was promised someone would be out for inspection within 1-2 weeks max) first week of April - oh no we realized that we forgot to submit pictures of our work to the inspectors to get the inspection scheduled, this will take more time. Mid April - photos sent out first inspection failed completely they used the wrong wires. late April - Failed second inspection (have no idea why) May 7th - Third Inspection (today in fact) - hopefully this one passes because there are still 2 other steps before i can even turn it on and start producing. this has been a complete mess with no accountability from sunrun.

2 years ago

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Stuart Revak Orangevale, CA

When I signed the contract, I was told to to 3 weeks for installation. Five weeks later they finally did the install. It then took another 3 to 4 weeks before they would come out and inspect it. When they inspected it they found something wrong and I was told it was supposed to be fixed that day that a mechanic would come with the inspector. A mechanic did not come with the inspector and that took a Nother 2 to 3 days. After that was done we need the inspection from our power company and that is another 3 to 5 weeks out. Every time I called my salesman he would only return my call maybe one out of three or four times. I’m not happy with this company I was hoping to get it before Christmas and it’s not going to happen. I would not recommend them to anybody

2 years ago

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Reply from Sunrun

Hello Stuart R. Thank you for reaching out and expressing your concerns. We're happy you're excited about going solar. We appreciate all the patience you've had with us throughout the advancements of the installation. Sunrun strives to make the process seamless. We apologize that there has been lack of communication, we will address this immediately. We work to be transparent as well and set the correct expectation during the process. Feel free to private message us with any more questions. Let's create a planet run by the sun!

Dec. 13th, 2018

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Andrea Denver, CO

I’ve been a sun run customer for over a year. In June, our home was hit with a big hail storm which resulted in us needing a new roof. I contacted sun run in early July to start the process of removing our solar panels so our contractor could put on a new roof. On July 18, I sent in a document which was requested by sunrun. It is now over a month later, several phone calls to customer service, and I still have not gotten our removal scheduled. My contractor had to charge me extra mone6 because he was also doing my neighbors house and was going to use the same trash bin for our old shingles. Because we couldn’t get started when he was ready, I’m having to pay to bring the trash bin back, if and when I ever get to have my ne2 roof installed. What should I do next sunrun? Phone calls aren’t helping...

3 years ago

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Reply from Sunrun

Thank you for your communication, Andrea. It sounds like things have not gone as expected, this is disheartening! We absolutely understand the importance of being transparent when it comes to scheduling. Rest assure this is not the Sunrun norm. We apologize for any inconveniences caused.

Aug. 21st, 2018

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DAVID R OLGUIN San Bernardino, CA

My Wife and I choose Sunrun due to their affiliation with Coscto. I was initially skeptical due the negative reviews I read online however given the sales pitch, design presentation and overall reputation of the company - we decided to move forward. I have broken my review into three categories: 1. Installation The Team arrived on time and represented themselves in a professional demeanor. The team worked continually throughout the day with minimal down time and were very respectful of our lawn and landscaped areas in which they were working around. The Foreman was well versed in the products his team was installing and even shared with me some concerns he had with the design layout. Upon completion of their work, The Team cleaned up and made sure no debris was left behind. (I give the installation team a 5/5 star rating) 2. Production Our system was designed to produce roughly 11,500kwh - which equals 23 panels all on one side of my roof. A. 11,500kwh breaks down (with all things being equal) to 958kwh/month 1. We are producing on average 28kwh (average daily temperature in my area is 95 degrees with roughly 13 hours of sunlight) a. Based on this average (in June we produced 850kwh) we will produce during the Summer months 875kwh/month which equals 10,500kwh roughly 1000kwh less than what our system was designed produce. 2. System began producing May 9th and averaged 20.8kwh for a total of 438kwh for the month. If we produced for the entire month of May, the system would have generated 644.8kwh (if you take the average x 31 days. It is important to note production is dependent upon direct sunlight and length of day). B. Concern – given that Summer provides optimal sunshine and longer days, it is hard for me to believe our system will generate close to 11,500kwh when you take into consideration what our current average is along with what we produced in May. C. On-line IM chat with Sunrun customer service outlined Our system should be producing 58kwh/day (there words not mine and I have transcripts on all interactions to support this claim). (I give production a 2/5 star rating for failing to meet production standards) 3. Customer Service/Resolution A. We have been in constant contact with Sunrun Customer Service and as of today, have not had any of our concerns brought to a resolution. 1. We have had multiple “shade surveys” completed and removed trees Sunrun outlined hampered production. However, after removal we have not seen an increase in production. B. During installation we were told: “if shade covers any of your panels, the entire row will stop producing” and “Im surprised the design called for all panels on one side given the lack of direct sunlight to this side of the house”. 1. This information was relayed to Customer Support and included in the Foreman notes and yet still no willingness to address these issues. C. We have also been told we have to wait one (1) year to determine if the system is underproducing at which point Sunrun may make adjustments to the current design (however I am still paying the same amount of money for a system to produce a specific amount of Kwh). (As of now, I give Customer support 1/5 stars) Other areas to note: 1. Tax rebate – if you owe back taxes or have any pending tax issues, please note – your rebate will be used to pay off any of your tax debt. So if you owe $8,000 in taxes and your rebate is $6,000 you will not receive any of that money – it will go to paying off your taxes. 2. If possible, get a power production guarantee in writing and do not move forward until that is locked in (if purchasing). 3. Be mindful of your electricity usage and any overage from what you are producing and what you are using from the grid. For example, if you produce 800kh for the month and use 300kwh from the grid – understand you will be required to pay that difference at whatever rate you agreed to at the time of sale. The above has been our experience and our hope is that Sunrun takes proactive steps to help address our concerns.

3 years ago

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Reply from Sunrun

Hello David, thank you for your communication. It sounds like things have not gone as expected, this is disheartening! We absolutely understand the importance of being transparent when selling a product such as solar. We have submitted your feedback to our leadership team, thank you for taking the time to share your concerns.

Jul. 20th, 2018

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Andy Phoenix, AZ

My initial experience was really good....the installation was done well and they maintained great contact with me throughout the entire process. My panels have been up and running now for about 6 months and I am actually trending to pay more for my electricity than wo the panels. I emailed customer service to make sure the panels were working correctly and was told a rep would call me that day. It’s been almost two weeks(and a follow up email from me)and still have heard nothing. Curious how this plays out. Update Still have not heard from a rep as was promised by customer service email. Newest bill came in from APS....highest I've ever paid for a monthly electric bill between APS and SunRun.

3 years ago

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Reply from Sunrun

Thank you for your communication, Andy. This is not the typical customer experience and we provided this feedback to the sales leadership. We want to take this chance to turn things around for you, please private message us your contact information. We will have a rep reach out to you.

Jun. 5th, 2018

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Gary Gilbert, AZ

I have a paid system on my home and the system has shown two different faults. Both times I contacted customer service was told “system operating as expected.” I insisted a tech come out and I was correct -one of two converters not working correctly - system was not producing at capacity- and they performed upgrade. Now system shows 88 kw 55kw 32 kw and 133 kw on consecutive days so I looked at meter and it’s display not working. Called Sunrun and they refuse to send tech out again even though I sent pic of bad display and odd production days. I can pay 95/hr for tech even if I’m right and their system is broken. There is no service when customer is right. They claim they will come out when your system drops in production but they said today system is producing fine even though there was 100 kw difference in production in one day and I sent pic of bad display. Asking for a supervisor will get rude reply to call back.

3 years ago

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Reply from Sunrun

Thank you for reaching out, Gary. We are sorry to hear that this was your experience with Sunrun. This is not the Sunrun norm. Our aim is to provide a customer experience that meets your expectations! We would be happy to further investigate this matter. Please private message me your contact information.

May. 15th, 2018

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David Bremer Covina, CA

I HAD to take the SUNRUN system on my house when I bought it. No provisions to return the system if I didn’t want to take over the lease. Wife loved the house, we took the system. I pay 10 cents per kWh over SoCal Edison’s Tier 1 which is 16 cents. I very rarely go over the Tier 1 rate. My SUNRUN rate is higher than Edison’s tier 2 rate. My only savings come from the fees and taxes I don’t pay Edison. I also was never told about the residuals that Edison charges. I get a bill for $4 to $7 dollars a month. I initially thought “This is Great!”. Then I found out about the residuals. I started paying on the. Late last year but was still hit with an $800 bill in January 2018. On average, with the higher cost per kWh with SUNRUN, I am paying just a few dollars less than if I were on Edison alone. That savings becomes less each year as SUNRUN does their annual 2.9% increase. They are not regulated by the public utilities commission so we are stuck. Oh, and I also had an Inverter fail. Took almost 3 months, if memory serves, to get it replaced. Along with at least half a dozen phone calls. If you can afford it, purchase your system. If not, do your research. What is the rate. Will they keep rates at or near your electric companies rate. What is the turn around time for repairs when needed. I dislike SUNRUN almost as much as I dislike my LG washer. But, like everyone else, I am stuck for another 15 years.

3 years ago

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Reply from Sunrun

Hello David B. Thank you for the feedback, we understand buying a home can be a process. The lease was transferred to you effective October 31st, 2016. Looking at the system, it is setup to generate about 10,523 kWh a year. I see you contacted us February 1st about your saving concerns and our Customer Service Rep offered to run a Savings Analysis for you. 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 usage, your utility will bill you for the difference between system production and how much total electricity your home needed for the month. For example, if the system generates 400 kWh of solar electricity and you used 600 kWh of electricity in your home, your utility company will only bill you for 200 kWh of electricity. We will be more than happy to run the savings analysis for you, are we would need are 12 months of bills dated after 10/31/2016.

Mar. 12th, 2018

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Michael Peck Las Vegas, NV

Our system was installed in November of 2017. We were so excited. The experience with Sunrun up until this point had been OK. The technicians that installed the system did a good job and were very professional. However, it would be well over 2 months before our system would ever be turned on mostly due to problems passing city inspections. Finally, in February (this month) we were able to power on the system. According to data from our NV Energy app, we were generating more power than we were using. Yay!!! Then a couple of weeks ago we received a call from a Sunrun technician asking us to shut down the system and re-boot it because it wasn't transmitting data to Sunrun. OK, so we did that. We were told that if that didn't work that a technician would be in touch to schedule someone to come out and test it. They came out this past week, without us knowing, and turned everything off. We call customer service and were told that the inverter needed to be replaced and that an order had been placed for the new one. No date given when it would be available to be installed and no date when we will be up and running again. My question.... why wasn't the system tested after it was installed? The only time I saw them turn on the system was just as the sun was going down, so not sure how that was effective? So, long story short, from about Mid November 2017 up until February 10, 2018 total time the system has been available for use? about 8 days. During that time I have had to start paying on the financing bills and still paying full rates and usage bills to NVEnergy. By this time I should have been building credits during at least some of December and all of January and now into February. Sunburn did offer us a $100 dollar credit on the system sometime back in January. Really? $100 dollars doesn't even come close to the increase in expenses of paying for an inoperative solar system that was sold to me with the expectation that it would cover %95 of our power usage, and also paying full rates to the power company. So much for solar power and so much for Sunrun.

3 years ago

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Reply from Sunrun

Thank you for your communication Michael, we are sorry to hear about your dissatisfaction. We proactively monitor your system and reach out to you if there are issues with the system. We do apologize if there was not much communication. I can certainly understand service issues are frustration, the good thing is we took initiative to resolve the issues. As a Sunrun customer, you are protected by our performance guarantee. This guarantees that you will never pay for electricity that you do not receive. On every anniversary of the In-Service Date (PTO), Sunrun will calculate the "Actual Output" of the system. If the actual output is less than the guaranteed output for that anniversary date listed in Exhibit A then Sunrun will issue a refund. This refund is calculated by subtracting the actual output from the guaranteed output and then multiplying by the refund rate listed for that year in Exhibit A. For example, if in year 6 the system was expected to generate 42,000 kWh cumulatively and actual generation was 41,500 kWh, we will credit your account based on the 500 kWh the system fell short multiplied by your refund rate, i.e. 500 kWh x $0.13 = $65. If you have any questions please feel free to private message me your contact information.

Feb. 12th, 2018

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Zoltan Rab Bowie, MD

Sunrun is a company that has a wide range of quality depending on what area you look at. Let me review them in chronological order. 1) Sales/Marketing: My first contact with Sunrun was in December 2015 - the same month when I bought my house. The problem there was that I did not have enough usage statistics so I was not able to provide them with an annual consumption figure. But I called my electric company and they gave me an annual number for the previous owner. Sunrun did a fairly good job taking it and make an initial design. 2) Permits, paperwork: I give very high rating to Sunrun how they took care of the bureaucracy related to the installation. 3) Installation: The installation was a little less than 5 stars. The initial schedule called for a day with 5 people, but we ended up with two days and 3 people. That was just an additional work day where I had to find out how to stay home. The installers worked quietly, but they've left some debris after they left the site. They also drilled some unnecessary holes into the siding which they promised to cover, but they never did so. 4) Activation: I was told that it takes a few days to activate the system once the net meter was installed by the electric company. It was more than just a couple of days, and I suspect that they wanted to wait until the first of the month so they don't run into complicated billing issues. I didn't receive any notification telling me that my system went online - I just started to notice that the meter was spinning backwards. (Which was great!) 5) Service: After a few weeks of production, the system was not properly reporting the daily production on the web site. I kept telling Sunrun about it, and they told me that it was a temporary problem. After about 2 months they admitted a real error, and they came out and replaced something in the hardware and all of the sudden the data showed up correctly 6) Customer service: I reported other issues to Sunrun. While the representatives were polite and kind, many of the issues were not fixed. The biggest shock was that I tried to refer a friend (for the financial benefit) but the page was not working properly. It took me 3-4 contacts until it was entered in the system, but after 2 months my friend was still not contacted by the company. Overall: Sunrun seems to be great at the beginning, but their greatness and quality declines as you progress into the the implementation and production.

4 years ago

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Ruel Parent San Jose, CA

We are planning a home remodel and want to include solar in the project. I engaged with the consultant and he collected all the information. I even provided drawings of the new part of the house where we would like to put the panels. Then their design team said that because it was not complete and verified they could not proceed. I have already received bids and this came as a surprise. Since we are in the stage of selecting the team we want to work with for our remodel this eliminated them from consideration. If you are looking for a partner to do solar for a remodel look somewhere else, this should be something they explain to their consultants so as to not waste people's time.

4 years ago

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Robert Knight Yucca Valley, CA

Right now I am not a happy camper with SunRun. First, I feel I made the sad mistake of leasing. My mistake, I didn't truly understand solar. I just wanted to reduce my electric bill and was under the assumption by going solar I wouldn't have a bill that I would be getting paid for putting electricity on the grid. Wrong mistake on my part. Our grid is with Southern California Edison who I end up paying at the end of the year almost $900.00 for taxes, and fees they still charge. Plus the payments I make to SunRun monthly. I was with the understanding I would be producing more electricity than I would require. I was also with the understanding SunRun, since I am leasing, would maintain my system. Well the inverter that was installed is no longer working. I have been without solar now since the 22nd of June 2016 and it's now 19 August 2016. SunRun outsourced the repair to another company, Helio Power, and I am told there is a backlog of inverters which need to be required. I will purchase the solar system which has been installed and am actively searching for another company to install more panels, and who can deliver on their promises.

5 years ago

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Sherry Woodstown, NJ

Overall solar experience is rated a 9. HOWEVER, Regina is correct, in that Sunrun gives you a yearly increase of about 2%. They tell you in the beginning it is a set rate for the length of the contact, then surprise you with it every year and tell you it's in the contract. It is...in VERY tiny writing. Also, if you have a leak and ask them to come check it out, you may as well just get it fixed, This is the second time I had a leak and this time, I've been waiting a month already for them to have Power Overhaul come out and take a look at it. That company has the worst customer service next to Verizon. They don't call you back, forget about you and seem clueless when you call them.SO frusterated at this point, I'm ready to take the panels off myself and put them in the street.

6 years ago

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T. Savage Loomis, CA

submited wrong plan to city to get stamped/approved; two years later i still can't get them to property set up my inverter which should have been done during installation.

2 years ago

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Dylan Murphy Columbia, SC

Poor customer service, still waiting on a response to a message I sent a week ago, which was a reminder after already waiting a week on my previous message.

3 years ago

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Reply from Sunrun

Thanks for bringing this to our attention, Dylan M. 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.

Sep. 4th, 2018

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Scott Harris Las Vegas, NV

Very disappointed that with a $7,750 per month income [verifiable], monthly expenses of approximately $3,800 and a bankruptcy 8 years ago u decided not to finance my application. I guess my options are to go with another Solar Company. I am 100% disabled Vetnam Veteran, Retired Las Vegas Fire Department Investigator and get Social Security Benefits. Sorry u can't see my financial status.

3 years ago

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Reply from Sunrun

Hello Scott H. We understand your savings, and payments are a concern. 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. Thank you for reaching out with your concerns.

Sep. 28th, 2018

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philip mazovec Mastic, NY

When the panels work they are fine. Its been four weeks and about 4 phone calls to customer service. My second dc generator arced and does not produce. Every time I call my ticket goes to high priority or so they say. No one has called to address this issue. I will be phoning again tomorrow. How can the field guys not even call me. Oh yea they are too busy installing panels and too understaffed to do repairs. No longer a fan. Boooooooo. Thumbs down.

3 years ago

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Reply from Sunrun

Thanks for your feedback. We really hate to hear this. We always pride ourselves on contacting and helping our customers. Please private message us your contact information, and we will have a Specialist reach out to you.

Sep. 21st, 2018

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Mark Potter Waianae, HI

My system went down for about a week and I had trouble getting in touch with them when I did get a hold of them the system got corrected but they would not credit me for the days my system did not work. Also they told me before the install that it would be 100% off set of my electric bill that has not been the case my last 2 bills have been almost as much before I had SunRun I have only had one bill that was about a 3rd of my bill before Sun Run

3 years ago

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Reply from Sunrun

Thank you for reaching out Marc P. Thank you for your communication. We apologize you feel frustrated and believe you are not saving. Keep in mind that the size of your utility bill is based on your usage. If your bill is higher than last year, you may be using more power than last year. Since your Sunrun rate is lower than that of your utility, that means you'd be paying even more for your current usage without solar. In other words, you're still saving.

Sep. 15th, 2018

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Joe Melton New River, AZ

The only trouble I am having with Sunrun is I am now paying more for my electricity now that before solar power. Talk to they sale person when I bought this system and he said they would put own 105% of my power used. Think they must have put on about 75 to 85%. Tried to find a way to e-mail them and only found a headache. The panels work good just don't put out like I was told they would do.

3 years ago

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Reply from Sunrun

Hello Joe. Thank you for your feedback. Looking at your system's production from April 29th, 2017 to today's date you haven't experienced any service issues. The system's production looks great, the panels are designed to cover 100% of 19,767 kilowatts. If you are still receiving a bill from the utility company it's possible the usage has increased. We would be more than happy to run a savings analysis to see if this is the case. Please private message me your contact information and we can look further into this.

Jun. 21st, 2018

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Greg Oakhurst, CA

Total mixed bag; Initial sales guy Mark - Awesome. Hole left in the roof by the installers causing water damage this winter - not good. Sun Run fixed it - great. Payment to contractors taking way to long. They sent the check to the wrong address and in spite of 4 calls from me, it's now been 6 weeks and still no payment to contractors for repairs. Just spoke again with the customer "couldn't care less" department. They said they would expedite payment for repairs... we'll see...

3 years ago

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Reply from Sunrun

Hello Greg, we’re sorry to hear you did not have a great experience. Thank you for letting us know about the poor service you received. We will handle that issue on our end. I will also share your feedback with our Customer Care leadership team. This is not the Sunrun norm!

May. 10th, 2018

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Cindy Delgado Sahuarita, AZ

We had trouble getting representatives to call us in a timely matter and give us technical information. When we did get a quote to purchase solar panels from a distant Colorado office, they showed the panels design on the north side of our roof and not the best quality panels with higher quotes than other local Arizona companies. Also, contractors are sub contracted, so you don't know who will do the project

3 years ago

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Reply from Sunrun

Hello Cindy, thank you for taking the time to share your feedback. This is not the typical customer experience and we provided this feedback to the sales leadership. Thank you for bringing this to our attention, I have sent an email to your project coordinatior. We will have them reach out and answer any question you have.

May. 3rd, 2018

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David Kokka Fresno, CA

I am the owner of a 7 year Sunrun PPA solar agreement. When I signed up, they made many promises and were good about them until this year. Now, they are saying that the panel washing I was getting annually to this point was not in writing and only done as a courtesy- Bull****! Company's word means nothing. MAKE SURE TO GET EVERYTHING IN WRITING IF YOU DECIDE TO USE THEM!!!!!!!

5 years ago

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Lorena Montes Los Angeles, CA

This is only my first month with Sunrun and I already regret giving my business to this company. The system did not work properly since first day and it took 10 days for a tech to come and revise it. In the bill there is a $15 charge for not signing for auto payment (is that legal?) and the customer service is horrible. They were not able to at least let me chose the date I want the 'mandatory' auto payment. Not happy with this company.

5 years ago

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Rick Lancaster, CA

Been a customer since May 2012. Been happy until now. My system has been down for about 4 months now. It took almost 2 months to get someone out to look at it. The repair man ordered the new inverter. That was 2 months ago. Still waiting. Customer service will not keep me updated on the progress. They just tell me how they will get right on it. Would have rated them a 10 before this happened.

5 years ago

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Enrique Fort Worth, TX

Panels to not work very well - the quality is poor. There is not good customer service and the quality of the jobs are not good.

1 year ago

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Reply from Sunrun

Thank you for your feedback Lucy, we are sorry to hear that this was your experience with Sunrun. We will share your communication with our Leadership team.

Jul. 6th, 2020

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Very disappointed Ed Berwick, ME

When transferring our account to new owner SunRun removed funds from my account for two months after. Called them many times about this.

1 year ago

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