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Sunrun Reviews

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9.9

Overall Score

Star Rating

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4.8

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3,558 Reviews

Review Breakdown

5 grade

63%

4 grade

12%

3 grade

5%

2 grade

3%

1 grade

17%

Sentiment Criteria

Value

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Quality

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Service

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Trustworthiness

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Gwendolyn - Ricky Veal

We had our install in May 23, 2025. The install of he batteries interior and exterior appear to be completed properly. They matched our siding and brick with the casings the cabling from the roof to the batteries perfectly. However our roof was damaged during the install. We had a really bad rainstorm here in Lynwood Illinoi's shortly after the install. We contacted our rep at Sunrun and a appointment was setup which was a not show no call and then finally the Sunrun roofer showed up. We called a roofer who took pictures of the damage to the roof shingles, which we shared with the Rep. Tonight another rainstorm and Yep at 1:45 am the bathroom cam lighting is leaking again. Sent and email with video to the Rep. Will update this review with action and timeline of the companies response to this roofing issue. Just got our first bill 7/6/2025. Not so "Amazing".

4 months ago

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Reply from Sunrun

Hello, Ricky. We appreciate you letting us know about the damage to your roof, and we are genuinely sorry for the inconvenience it has caused you. Our team would like to look into the damages further to see how we can help. Please send your service address to resolutions@sunrun.com. Once we verify your account we will assign a dedicated Escalation Expert to help resolve your concerns. Thank you!

Jul. 18th, 2025

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Thomas

To be very honest promises made, promises not kept. After all the we need to inspect your roof, and electrical panel, we filed a formal complaint with Sunrun about our roof having an issue just below where the solar panel was installed, right where a human being would be standing to install the panel and they said it wasn’t their fault. They do not accept blame for damage by their installers. Only if the location of the panel is leaking. They never returned a report and just left us to fend for ourselves. Pathetic! SunRun DID NOT send their own team to inspect the issue either. They used secondary source. And I still do not have the report! We had to fix the roof issue ourselves!

1 year ago

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Reply from Sunrun

Thank you for bringing this to our attention, Thomas. We are so sorry for this experience and we want to help resolve this for you. We will be sending you a direct message to obtain additional information to assist you. Thank you!

Oct. 2nd, 2024

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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. )

6 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.

7 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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Cynthia

I contacted the company for a service tech to check my solar panel's energy production, but it took 3 months to get a response. Customer service was disappointing, with delays and runarounds when seeking help. Despite this, the team that worked on my service, installation, and sales were excellent. Overall, great service from the technicians, but customer service needs improvement.

1 year ago

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Reply from Sunrun

Cynthia, we appreciate you taking the time to share your feedback. Let me start by saying we are so sorry to hear that it took longer than expected to get a technician out to your property. If you are still experiencing issues please send a message to resolutions@sunrun.com with your service address so we can assist you further. Thanks!

Jul. 23rd, 2024

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Cidalia

The customer service experience with Sun Run was disappointing. While the installation team did a good job, there was confusion regarding the billing process. Initially told there would only be one bill after the second set of panels were installed, the customer now faces the inconvenience of managing two separate bills. This lack of clarity and unexpected financial burden has left a negative impression on the overall experience with Sun Run.

1 year ago

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Reply from Sunrun

Thank you for bringing this to our attention, Cidalia. We'd be happy to look into this for you and we will be sending you a private message requesting additional account information so that we can assign a Specialist to assist you directly.

May. 8th, 2024

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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.! ,

5 years 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.

6 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.

6 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.

6 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.

6 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.

7 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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Bryce

I had a great experience overall; everything went very well, and the team did an excellent job cleaning up. However, I've faced challenges with communication since my representative was transferred and then discharged. I've been working with Jabell, who has been incredibly helpful, but I'm left unsure about who to contact next.

1 year ago

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Reply from Sunrun

Hello Bryce, thank you for taking the time to share your experience with us. We are so sorry that you feel like you have been passed around to so many departments and our team would be happy to help answer any questions you have. In order for us to look into your account, please send your contact information and service address to resolutions@sunrun.com. Thanks!

Oct. 11th, 2024

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William

The salesman was very slick and not very honest. He falsely stated that we would be getting a finders fee of $1000 and potentially up to $2000. We got neither. Also the system was underpowered. We are not getting the amount of solar credit that was promised.

1 year ago

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Reply from Sunrun

Thank you for bringing this to our attention, William. We are so so to hear that your system is not performing as expected. Our team would be more than happy to review your system's performance along with any other specific concerns you have. To address this, we will be sending you a private message requesting additional account information so we can verify your account. Thanks!

Oct. 3rd, 2024

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Melody

I had a positive experience initially, but it went downhill when I needed to contact management. Despite promises, they never followed up on an incident, leaving me feeling neglected and disappointed. Overall, the lack of communication and accountability was very disappointing.

1 year ago

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Reply from Sunrun

Melody, we’re genuinely apologetic for the difficulties you’ve faced. We’re here to support you, and we invite you to share more details with us. If you could send us a message containing your service address and a brief summary of the issues you’re dealing with to resolutions@sunrun.com, we’d be grateful. Once we have a better idea of what you are having issues with, we can personally assign an Expert to your case that can help. Thanks!

May. 8th, 2024

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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.

5 years 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.

5 years 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

5 years 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.

6 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.

6 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.

6 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

7 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

6 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.

6 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.

7 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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Wanda Gonzalez

I was not informed that I had options for the panels I was only given lease choice. I was told I can have them removed anytime , I called and was told to ready contract. I had 4 trees that were blocking panels in morning hours I showed proof and did not get help only if I would recommend client and installed was offered 1000. I paid 4500 got the tree removed and now I was producing almost double. I was told I was getting what I was supposed to. Yet still getting bills everymonth light company. Regret putting these on my new roof that I paid for.I was not informed that I had options for the panels I was only given lease choice. I was told I can have them removed anytime , I called and was told to ready contract. I had 4 trees that were blocking panels in morning hours I showed proof and did not get help only if I would recommend client and installed was offered 1000. I paid 4500 got the tree removed and now I was producing almost double. I was told I was getting what I was supposed to. Yet still getting bills everymonth light company. Regret putting these on my new roof that I paid for.

1 year ago

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Reply from Sunrun

Wanda, we truly appreciate you bringing this to our attention. We are so sorry to hear that you are still having higher than expected bills, and our team would be happy to take a closer look at your system for you. Please be on the lookout for a private message from our team requesting your service address. Once we verify your account we will assign a designated Expert to help you further. Thanks!

Jul. 13th, 2024

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R. C. Writes Milpitas, CA

The two is based on the missing service for installing a new system for a new customer. 1) The installation did not pass inspection. The Sunrun crew stayed a few hours, applying fixes for the reported faults, and stated the follow-up should be in about a week. 2) No appointment was set up. After no call-back, for two weeks, I scheduled an appointment. They NEVER updated the available days - for a while it was only 2 days a week - which became full week like everyone else. I told them twice - they NEVER updated their work order. 3) I was NOT informed that staying around to label the breakers was part of the PGE inspection. 4) The installation was Oct 14, 2023. With all the delays, and the reschedule to pass the inspection - the best they can offer is Dec 14, just before christmas break. 5) If solar panels are approved and activated before 2024, I will consider it a lucy day and buy a lottery ticket. 6) No solar power until half of winter has passed - with the winter heating bills. The flexible payment plans are great. Everything is great until installation has be corrected before the service is actually available.

2 years ago

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Reply from Sunrun

Thanks for letting us know, R.C. My name is Frances, and I am part of Sunrun's Social Media Team. Let me start by saying that we are so sorry it's taking longer than you had expected to get the system installation completed. We want to do everything we can on our end to help resolve this as quickly as possible. In order to best assist you we will be sending you a private message requesting more information.

Nov. 20th, 2023

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MAB Rancho Santa Margarita, CA

Buyer Beware of Sunrun. While a solar system is based on their KW "production" not your KW "usage" like the electric company and the solar cost $ per KW is less then the electric company what Sunrun did to run up my bill was over installing the # of solar panels I needed. Sunrun installed (32) panels for my 1667 SQ Ft house + pool with a south facing roof so the system is overproducing the amount of KW that I actually need so I am now paying Sunrun more than I was paying the electric company by at least $50 per month on an avg Sunrun solar bill of $300 mo vs $249 for the electric company. Additionally, it took 1 year for the electric company to make the adjustments to my monthly bill so I paid both bills for 1 year and finally got a credit from the electric co of $1,415 for 1 yr overbilling. When I asked Sunrun to help they said it was not their problem and when I asked for my Sunrun mo bill due date to be changed by 2 days to help my double payment issues, they flat-out refused. Bottom line I would not trust Sunrun on the number of panels needed. When I walk around my So CA neighborhood I have 2x as many panels as all my neighbors and we have a lot of solar installs on houses with pools here. I am a single woman home owner so not sure thats why I got ripped off so bad but I did... so beware of how they run up your bill.

3 years ago

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Reply from Sunrun

We're so sorry to hear this and we definitely want the chance to turn your experience around. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your issue.

Jul. 22nd, 2022

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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.

4 years 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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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.

5 years 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.

6 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.

6 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.

6 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

6 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...

7 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.

7 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.

7 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.

7 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.

7 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.

7 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.

8 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.

8 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.

9 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.

10 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.

6 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.

7 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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Wayne Turner

Lies, lies that is what the salesman did. Said we could get backup battery's but 5 years no battery's yet. Said would not have a power bill except the minimum, we have had to pay duke power as least 5 time a year a. Average $100.00 plus the power bill from sunrun. Call sunrun service but no reveal.

10 months ago

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Reply from Sunrun

Hi Wayne, we appreciate you getting in touch with us. We are sorry that your experience hasn't been pleasant. Our team is eager to address your concerns in greater detail. Please send a message with your service address along with a concise overview of the issues you are having to resolutions@sunrun.com, or respond to the PM we sent!
We look forward to turning your experience around.

Jan. 22nd, 2025

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Danny Kou Houston, TX

Sunrun promised to give me a solar solution that would charge my EV, provide power to the entire house when the grid went down, and replace my electricity bill completely. It does about half of the things that were promised. I am now stuck on the hook to pay for a system that can charge my EV, supplies power during outages as long as the air conditioner isn't running, and generates power when the sun is out but doesn't carry over the excess from uptime. I feel like I was sold a promise that wasn't delivered

1 year ago

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Reply from Sunrun

Hi Danny, we appreciate you bringing this to our attention and our team would be happy to look into this for you to see how we can help. We've located your account and have assigned an Escalation Expert who will review your account and reach out to you as soon as possible. They can take up to one business day to review your account information so please feel free to send us a private message if you have any questions in the meantime. We look forward to turning your experience around.

Oct. 31st, 2024

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Terry Jones Temecula, CA

We are truly disappointed in Sunruns'practice to honor the referral we were promised. The salesperson who sold us the system even contacted his company and informed them that they were wrong in not honoring the $1,000 referral that was initially promised. From this point on we will not refer Sunrun to any of our associates or friends. We've spoken to various individuals from the company to no avail. I previously served for over 32 years in the military, and honoring one's word brings a higher level of respect. Trust means everything....

2 years ago

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Reply from Sunrun

Thanks for letting us know, Terry. We appreciate you being a Sunrun advocate and we definitely don't want you to miss out on your referral bonus. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case. Thanks!

Dec. 4th, 2023

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kbates Bristol, CT

Installed sun run about 3-4 years ago everything is great except Initial roofing diagram for panels were to install on main roof and car port. However my car port roof was to old so they revised the diagram for just the house I was told if I got the car port roof done then they could add on well I'm calling to add on and they tell me they are not adding in my area If I new this initially I would have gone with another company So don't promise what you cant deliver

2 years ago

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Reply from Sunrun

Oh no! We're so sorry to hear this and we definitely want the chance to turn your experience around. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case.

Jun. 7th, 2023

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