Sunrun Reviews
9.9
Overall Score
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Rebecca Tucker Oakland, CA
I could give a -5 I would. A SunRun Sales Manager literally forged my signature on a Solar Contract. I came home to find a sub contractor digging a trench on my property. I have only been able to speak with customer service and fill out an ethics violation form. No return calls from anyone in the Visalia office. Not even an apology for running such a company that someone could forge my name and impersonate me on the phone. He literally used his phone number as my contact number as well as his email address for the DocuSign Contract. Not one of the many people that work these projects found this. Also, how in the world did I get financing if I never gave my social security information? Do not use SunRun. If they hires crooks, we’ll then…
1 year ago
Reply from Sunrun
Thank you for bringing this to our attention, Rebecca. We are so sorry to hear about your experience. This does not represent the values of Sunrun, and we can assure you that we do not condone this type of behavior. We would love the opportunity to assist you and speak to you further on this matter. In order to best assist you, please send us your address and the details of your interaction to resolutions@sunrun.com, so that we can take steps to get this escalated immediately. Thank you!
Jul. 3rd, 2023
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
1 year ago
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
Penny Godwin Happy Valley, OR
We purchased our Sunrun Solar system and it was installed in August 2015. It was great ... until it wasn't. Our system as been nonfunctional for nearly a year (July 2022 to date). I initially contacted Sunrun Inc. in August 2022 and, other than charging me $300 in October 2022 for a “cell Swap Upgrade” that has nothing to do with the defective inverter that was finally determined to be the issue, it took until December 2022 for Sunrun to engage Synchro Solar in Portland Oregon to assist us. The technician came out promptly and determined the issue was a defective inverter (that Sunrun has known about but failed to recall) and they have been waiting for the replacement inverter from Sunrun now for 6 months. I'm not told that it could be September before the part will be available to repair my unit (which is under warranty BTW). We've lost 10 months of functionality (our electric bill for the last two months was $438) with no repair date even scheduled. I'm not sure how Sunrun receives such high customer ratings, other than those customers haven't needed service yet.
1 year ago
Reply from Sunrun
Hello Penny,
My name is Aulana, and I am part of the Social Media team here at Sunrun. I'm following up with you regarding the review you provided, we definitely want to turn your experience around. In order to look into this further, can you please provide me with your service address?
Thank You,
Aulana
My name is Aulana, and I am part of the Social Media team here at Sunrun. I'm following up with you regarding the review you provided, we definitely want to turn your experience around. In order to look into this further, can you please provide me with your service address?
Thank You,
Aulana
Jun. 5th, 2023
Lorrene Salazar Patterson, CA
Please do not use Sunrun. My bills have never been higher for PG&E, and everytime I call them, I am told that the system is working. For two years in a row, we have received a True-up bill over $2,000.00. So divided that is approximately $200.00 per month, plus the $125.00 for the panels plus our PG&E Bill. To top it off, we are stuck paying for these panels for 16 more years. We did not order this junk, we moved into a house that already had it. If we had known, we would have choose a different house. We pay more know than we did on our last home with no solar that was 1,000 square feet bigger. I have called to complain numerous times and when I did finally get an answer, they offered to let me pay 1/2 the payment so I could owe for 32 years instead of 16. We had two people at Sunrun tell us we needed more panels to truly benefit, then we were told, Sorry we cannot add any more panels. There is no room. If I could take the panels off I would and just pay the monthly bill. We freeze in the winter and bake in the summer and we are still paying between $450 - $600 per month. If a representative from Sunrun comes to your door, SLAM IT and if you see them in Costco RUN AWAY. I HATE THIS COMPANY AND PRAY THEY GO OUT OF BUSINESS SO THEY CANNOT STEAL FROM ANYONE ELSE.
1 year ago
Reply from Sunrun
Hello Lorrene,
My name is Aulana, and I am part of the Social Media team here at Sunrun. I'm following up with you regarding the review you provided, we definitely want to turn your experience around. In order to look into this further, can you please provide me with your service address?
Thank You,
Aulana
My name is Aulana, and I am part of the Social Media team here at Sunrun. I'm following up with you regarding the review you provided, we definitely want to turn your experience around. In order to look into this further, can you please provide me with your service address?
Thank You,
Aulana
May. 22nd, 2023
Stephen Bogert Stony Brook, NY
sun run sucks!
2 reasons ,
1. I have been with them a bit over one year, after that 1 year the bill went up almost 3% When I was being 'sold the system, a BIG part of the sales pitch was that the cost would NOT increase! Obviously they got me in the fine print!
2. My billing cycle for autopay is awkward for me, sometimes it at the end of a month, other times at the start of the next. The months end is also about my charge accounts cycle, so I wanted them to move the date back or forth a week, They said impossible to move!!! They advised I drop autopay option and pay $7 extra fee monthly. Screw them!
1 year ago
Reply from Sunrun
Thank you for bringing this to our attention, Stephen. We are so sorry to hear that you are having issues with your autopay in your billing cycle, and our team would be more than happy to look into this further. We've assigned an Expert, who will review your account and reach out to you as soon as possible to help resolve your concerns. They do take a few business days to reach out to you, so please feel free to send us a private message if you have any questions in the meantime. Thanks!
May. 9th, 2023
Lee Bakersfield, CA
In December of last year my system wasn’t working. It had been off for a couple of weeks. We were not notified by Sunrun that there was an issue with our system. One day I was looking at the inverter in my garage and saw red light alarm on. I looked at the panel and saw that it had faulted for an arch alarm. I reset the panel myself.
I waited for Sunrun to contact me about the alarm. I got no response. I called Sunrun myself and for several months got the run around. Things like having my service ticket cancelled by their sales rep. No response at all and finally I talked to a supervisor and he told me that my system looks fine, I told them it had an arch alarm and didn’t care. They would only send a tech out for a healthy system check at a cost of $190.00 . This is a fee I don’t think I should have to pay for due to the arch alarm.
I am to happy with their customer service!
1 year ago
Reply from Sunrun
Thank you for bringing this to our attention, Lee. We are so sorry to hear that you are having issues with your alarm, and our team would be more than happy to look into this further to see how we can help you. We will be sending you a private message requesting additional account information so we can assign an Expert that can help. Thanks!
May. 3rd, 2023
Jan Westerhoff Natick, MA
We installed solar panels about 10 years ago renting them from Sunrun. They stopped working in July of 2022. We called for service and after attempts at fixing the equipment, they said that the panels were shorting out and they would have to replace them. This diagnosis was done in January of 2023. It is April of 2023 and we are still waiting with no information about estimated date to replace. In contacting the person who is in charge of our project, she sent an email basically saying don’t bug her weekly, just check in monthly. This is sad since before the shorting out issue, we enjoyed our solar agreement and recommended Sunrun to our friends.
1 year ago
Reply from Sunrun
Thank you for bringing this to our attention, Jan. My name is Aulana. As part of Sunrun's Social Media Team, I can assure you that we would be happy to look into this for you in order to get it resolved. To best assist you, please send your address and an overview of your concerns to resolutions@sunrun.com, so that we can personally connect you with an Escalations Expert that can help you with this. Thank you and apologies, we definitely want to improve your customer experience with us!
Apr. 19th, 2023
PayamR Porter Ranch, CA
Longtime Costco Member! Purchased solar in 2019 thru Costco’s company, Sunrun. First rainstorm after install, garage flooded. Sunrun came to repair leak couple weeks later. Late 2022 with heavy rains, experienced another leak in bedroom directly under solar install. Sunrun sent team, was told leak was repaired. Sadly with next large rainstorm, leak began again except worse pouring onto hardwood floor and causing damage. We had leak inspected by private company. Damages more extensive than initially told by Sunrun. Now dealing with mold. Inspection reports/photos/images of damage all provided to Sunrun. Despite knowing we have mold and health issues involved with living with mold, over past 4 weeks, no one has called to follow up. Now forced to get an attorney to deal with issue. To say Costco and Sunrun have neglected us is an understatement! We will be taking any and all legal action against both Costco and Sunrun.
1 year ago
Reply from Sunrun
Thank you for bringing this to our attention, PayamR! We are so sorry to hear that there is extensive damage to your home, and we would like to look into this further to see how we can resolve this quickly. We will be sending you a private message requesting additional account information so we can personally connect you with an Expert that can help. Thanks!
Apr. 12th, 2023
Renato Caccin Araujo Boston, MA
I am having the same problem as must of the customers here. When the sales rep came to my home he told me if any of the parts (sunrun) or myself would not agree with the performance of the system the contract could be cancel, guess what after I called customer service 5 times they told me I would have to pay them 20k or buy the system to have that removed out my roof. I think customers should get together, contact a good law firm and open a collective lawsuit against sunrun. I even contacted the department of energy of MA but it seems they are all working together, someone needs to be making money I guess. And now I am paying double on my electric bill and sunrun as well.
1 year ago
Reply from Sunrun
Thank you for reaching out to us, Renato. We are so sorry to hear that this has been your experience, and we want to do everything on our end to help resolve your concerns quickly. I've assigned an Expert who will review your account and reach out to you as soon as possible to discuss this with you further. If you have any questions in the meantime, please send us a private message so we can help you. Thanks!
Apr. 4th, 2023
Ron Willis Ventura, CA
This review is for their customer service. We don't have any problems with the solar panels, however, we have been calling almost every day to have the panels taken off so we can have a new roof installed due to the roof leaking. They keep telling us they will have someone call to schedule a time and date but no one has called back to schedule. This has been going on for over 2 months. We have not received any calls from their contractor/s to schedule a time. If we don't have someone call us within the next few days we will turn this matter over to our attorneys. This has gone on way too long!!!
1 year ago
Reply from Sunrun
Thank you for bringing this to our attention, Ron. We are so sorry to hear that you are having issues with scheduling an appointment to have your panels removed. Our team would be more than happy to look into this further to see how we can help you. We will be sending you a private message requesting additional account information so we can help you further. Thanks!
Apr. 4th, 2023
JOHN Miller
IF i could i would give them a zero they installed a system that is under performing which caused me to receive an SCE bill of over $1600 for the year as well as pay Sunrun's monthly bill that's bait in switch ive called customer service multiple times they make promises to resolve my issues then i never hear from them again there reason is im using more energy then usual so SCE is charging me for the difference thats (BS} now there recommend that i get more panels install at a higher monhtly cost of course then they offered me $100 dollars for my inconvenience ,then had the audacity to request that i refer friends and family to do business with them. unbelievable. Time TO CONSULT WITH MY ATTORNEY. MY ACCOUNT # IS 02360941b4 and the California state department for contract fraud. john miller.
1 year ago Edited March 30, 2023
Reply from Sunrun
Thank you for reaching out to us and providing your feedback, John. We would love to discuss this further, so that we can get a better idea of how to help resolve this and improve your experience as a customer. We are so sorry for the issues you have experienced with us and we want to turn your experience around. In order to best assist you, please send your address and an overview of your concerns to resolutions@sunrun.com, so that we can personally connect you with an Escalations Expert that can help you. Thank you and sincere apologies!
Mar. 30th, 2023
David Gertner White Plains, NY
If you are considering solar energy and hiring SUNRUN, please read my experience with this company.
I have been approached by a SUNRUN employee at COSTCO and I agreed to receive a NO COST/NO COMMITMMENT consultation from SUNRUN. The next day, on April 07, 2023, a SUNRUN’s Solar Consultant visited my home. He explained how solar panels worked, provided me with an initial estimate for the service, yet to be confirmed when the roof was examined, and described the next steps, if I was interested. When asked, he confirmed that all the steps were cost free and I had the right to decide if I would hire SUNRUN only after the assessment was completed and the final cost of the services were presented for my approval. In spite of that he tried to collect a $500 deposit, that I did not agree to pay. With his assurance that there was no commitment, I consented to have my roof inspected to get an accurate estimate for the service costs. To check if I qualified for the financing, I informed the consultant the last four digits of my SSN.
Without disclosing any terms, without my consent, and my knowledge SUNRUN consultant, from his computer, signed a service contract of $43,114.86 as well as applied for bank loan on my behalf. I am pretty sure that this completely illegal. I refused to sign the bank loan I received by email and he did not insist further. The next day, I received a copy of the contract with SUNRUN, unlawfully signed by SUNRUN consultant, without my knowledge. When I saw the contract, I immediately requested its cancellation, which I had, according to its terms, the right to do within ten days. The consultant contacted me assuring that the contract was terminated. Suspicious of his word, a couple of hours after talking to the consultant, I called SUNRUN Customer service. This was on April 07, 2023, at 12:45 pm ET. Then, I learned that the contract had not been cancelled as I was told. Again, I requested the customer representative to cancel it immediately and email a confirmation of the cancellation. He said he cancelled the contract and emailed me a confirmation. Two hours later, I had not received the confirmation. I called SUNRUN customer service again, around 2:45 pm. This time, the customer representative said it would take 24-48 hours to process my cancellation request. On April 10, I called SUNRUN again, and the contract had not been cancelled yet. This time, the customer representative agreed to send me an email that stated that SUBRUN was still working in the cancellation, provided me a case number (108259450,) and said it would take several days to complete the process.
Besides multiples calls, I have contacted Costco, wrote a letter to SUNRUN president Mary P, had the case escalated to the superiors of the SUNRUN’s consultant who frauded me, and I simply cannot get the requested proof of cancellation of a contract with SUNRUN, that I have never signed. No one at SURVEY seems to care.
1 year ago Edited March 14, 2023
Reply from Sunrun
Thank you for bringing this to our attention, David. We are so sorry to hear that you are having issues with obtaining proof of cancellation, and our team would like to look into this further to see how we can help. We've assigned an Expert who will review your account and reach out to you as soon as possible to help you further. They do take a few business days to reach out to you, so please feel free to send us a private message if you have any questions in the meantime. Thank you!
Mar. 15th, 2023
Brad Thorne Temecula, CA
Would give zero stars if possible:
Received bill from electric company for $3,600, which brought to my attention Sunrun system was not working. Contacted Sunrun to find out the system hadn’t been online for a year, and they weren’t monitoring it as stated they would in the contract that I’d paid in full; over $29k. Was given run around and no return calls for 9 months. “Case Manger”finally told me it was a nation wide glitch and their working in hopes it won’t happen again, offered me $100, and said she understands how I feel.
The sales and installation may be great, but those are typically contractors.
The service after the sale is a giant fail by Sunrun should anything go wrong with their system.
Looking to pursue legal action for this breach of contract.
1 year ago
Reply from Sunrun
Thank you for reaching out to us and for providing your review, Brad. My name is Aulana and I am part of the Social Media Team here at Sunrun. I am so sorry for this incident and for the frustration our services have caused. We would love to discuss this further, so that we can get a better idea of how to help resolve this. In order to best assist you, please send your address and an overview of your concerns to resolutions@sunrun.com, so that we can personally connect you with an Escalations Expert that can help you. Thank you and apologies for the negative experience that we have provided you thus far with, we truly want to improve your experience as a customer.
Mar. 11th, 2023
Marco A Hernandez San Diego, CA
I purchased my house in 2020, it already had the Sunrun contract so I took over payments. I recently had the opportunity to check and understand the system. It turns out the system is broken, it has not been producing since 2019. I have called sunrun several times and that's when they found out there was something wrong with the system, they claim in the contract that they check the system on a daily basis, its not true. They do make sure I get charged every month though. Anyways. everytime a reachout to them they promise to send a technician. This has not happen in a month. And im still paying hi prices in electricity and for sunrun's system that as of today it still useless. What a headache!
1 year ago
Reply from Sunrun
Thank you for reaching out to us, Marco! We are so sorry to hear that your system has not been producing properly since 2019, and we want to do everything we can to get this resolved quickly. We will be sending you a private message requesting additional account information so we can personally assign an Expert that can help you. Thanks!
Feb. 22nd, 2023
Christopher Nelson Newbury Park, CA
This company is aweful. My credit card from Vivint was no longer accepted by sunrun after they bought the company so they called be for late payment. The former owners of my house had added panels after the fact so sun run has two seperate accounts for my house. When I paid they credited the wrong account and have been harassing me for the last year because they can’t figure out I already paid and they just need to credit the correct account. Also the lease has it so they should be servicing our panels. I have lost two days of work waiting on no shows so I asked them to schedule a Saturday and they booked a Monday instead. Lots of apologies but no actual results fixing my problems. On top of that I was stuck with the former owners contract which might be the worse solar deal ever signed. The service it’s a rip off with terrible customer service. Do not use this company
1 year ago
Reply from Sunrun
Hello Christopher! My name is Frances, and I am with the Social Media Team here at Sunrun. We're so sorry to hear about your frustration, and we want to do everything we can to resolve it quickly for you. Your feedback helps us continue to improve your solar experience. We'll be sending you a private message to gather more information so we can assist you further. Thank you!
Feb. 8th, 2023
Lisa Riverside, CA
I’ve had Sunrun solar for 7 years. We purchased our solar through Costco. I’m finding these reviews of 8 months interesting. Just wait until you need service. We had to have a panel fix because it wasn’t producing. Now our panels are under producing solar so we don’t generate enough electricity to offset out SCE bill. We actually have had to pay every year now for the last 3 years. Then when we try to get Sunrun to check system they want us to upgrade our meter because the power company is upgrading their equipment and they want 300 dollars to do this. They don’t monitor our system but can access our system through other resources(inverter) they use. So, all you new solar people buckle up for the ride!
1 year ago
Reply from Sunrun
Thank you for bringing this to our attention, Lisa. We are so sorry to hear that there is an issue with your system, and we'd be more than happy to look into these issues to ensure you are enjoying the full benefits of going solar. We will be sending you a private message requesting additional account information so we can assign an Expert to help you. Thanks!
Feb. 2nd, 2023
Armando Rosa Jr Los Angeles, CA
Buyer beware!!! Sunrun and Costco are not the preferred solar provider. It's a joke and a rip-off. I was in the Costco in my city (City of Commerce,CA) shopping and always had an interest in solar and spoke with a representative in the Costco and signed on for solar in 3/2022. Here we are in January 2023 and still no installation of solar panels. I never heard of Sunrun but trusted them because of Costco. I was told the panels would be installed in 7/2022. In October I was contacted by the funding company (Goodleap) to be informed that billing would begin n November 2022. So far I have made payments for three months and no solar installation. In this month (January 2023) Goodleap pulled back the funding from Sunrun because of delays and I had to sign new loan documents so Sunrun could have the money for the panels. This whole experience gets worse because the communication between the sales department and the installation department is so convoluted that one hand does not know what the other hand is doing. To quote the sales person indicated that she only a " Messenger " and has no control over the installaation. On 1-13-2023 I was conatcted to schedule the installation by a Derin H with an agreed installation date of 1/24/2023 and no one showed up, no phone call, nothing! As of this writing I have no idea where I stand with regard to my solar installation. Its a sad situation when Costco teams up with a company like SUNRUN they should be ashamed, I trusted in Costco and have been let down. There is more drama but I am limited in this rating. All future customers that shop at COSTCO should stay away from SUNRUN as a provider of solar.
1 year ago
Reply from Sunrun
Thank you for bringing this to our attention, Armando. We'd be happy to look into this for you to see what the hold-up is with the installation. We'll send you a private message asking for additional account information so that we can assign an Expert to help you directly.
Jan. 31st, 2023
Brett C Chula Vista, CA
This company is unethical and dishonest. I bought a house that had two solar systems. One paid for and one a Sunrun PPA. The old paid off system produced 3,500 watts at its peak today. Someone told the previous owner, I am going to give you a FREE solar system and he bought the lie for 25c per kwh. Sunrun proceeded to install an additional 22 panels to the existing 18 panels, 40 panels. 4,500 stated watts added to 3,500 estimated watts. The house is 2,500 sq ft. Last year, in spite of the system repeatedly malfunctioning, I still paid .25c times 5,500 kwh. $1,250 donated to the grid and refunded at 4 cents. Before it started malfunctioning, when it was new, Sun Runs system produced 7,000 kwh per year. This system is and was never needed. No idea how they sold this to the previous owner, some people think they will get paid full rate for excess electricity. When the system was designed the goal of solar was to keep your rate in tier one which was always less than 25 cents. The system makes no sence yet their engineers and salesman collected a massive rebate from the government. They ripped off the government-you and their customers. I estimate the tax rebate at the time to be $10,000 plus 78,000 kwh at 25 cents. Totalling almost $30,000 they have collected on a system priced at 24,000 yet I recently received a letter saying they want $24,000. They turned me over to a collection agency a couple years back for the same amount. I talked to the agency and since they were NOT idiots, they dissapeared from the situation. These people are dispicable.
1 year ago Edited October 4, 2023
Reply from Sunrun
Thank you for bringing this to our attention, Brett. 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.
Jan. 28th, 2023
Rhonda Gardenheir Phoenix, AZ
I'm very upset with Sunrun. On 12.28.22 I received an email asking me to call to make an appointment due to the loss of communication of our solar. This has been done 3 times. An appointment was made for 1.20.23 between 8 and 12 and once again, no one came AND no one bothered to call to update the appointment. Considering this is the first time I've been required to request your attention you are not showing us much concern ~ SO stop asking me how you did. WHAT DO I DO NOW? It is noticed that you're quick to take $ but you're not so quick to respond to your customers needs.
R. Gardenheir
Surprise, AZ
1 year ago
Reply from Sunrun
We are so sorry to hear that you are experiencing issues with your system and for the lack of communication, Rhonda. We would love to review your system's performance and any other specific concerns you have. We will be sending you a private message requesting additional account information so that we can get a Specialist to reach out to you as soon as possible. Thank you and again apologies!
Jan. 23rd, 2023
Marie-France Sam Torrance, CA
ABSOLUTELY WORSE COMPANY EVER. They are either incompetent or crooks, but I suspect they are both. Shame on Costco for choosing to partner with Sunrun (I will also notify Costco of my negative experience). After meeting with a Sunrun sales person who we discovered later is a rookie and has NO experience whatsoever in the solar power industry, we decided to sign a first contract which would allow for Sunrun to send a surveyor to inspect our roof. We made it crystal clear from the beginning that we were putting on a brand new TILE roof. We were never notified that this could be a problem. NEVER. Sunrun sent a surveyor to do an inspection (inside the attic, inside the house and outside as well) while the new tile roof was being started. A day or so later, I received a text message from the sale person that the roof was perfect! "I just talked to the surveyor, the roof is all good to go" (I kept her text messages as proof and will forward to Costco when I write my complain). They sent a second surveyor with a drone... Still good to go... until I received a phone call that they cannot place solar panels on a tile roof unless we remove the tiles where the solar panels would be mounted and lay asphalt. Really??? Do you think that a company whose primary business is to put solar panels on roofs would have the decency to notify us of this earlier???? Well, if we were to pay an additional 10K than what was stipulated on the original contract, they would do it.... which of course we refused to do. Story short, unless you want to risk doing business with incompetent people or crooks, stay away from Sunrun!
1 year ago
Reply from Sunrun
Thank you for bringing this to our attention, Marie. We are sorry this was your experience; we would be frustrated too! We apologize on behalf of our sales team. That mix-up should not have happened. If there is anything we can do for you in the future, please feel free to reach out.
Jan. 24th, 2023
William Koski Las Vegas, NV
Sunrun took our prior year's power bills and promised to generate enough power so we'd only pay NV Power the less then $14.00 connection fee',
Due to a death and cancer diagnosis and treatment I didn't sit down and look at their performance until 16 months after it was activated.
When I did I discovered they were producing about 50% of their PROMISED output. I was actually paying them more per KWH then I'd have paid NV Power.
In January 2022 I quit paying my monthly bill because they CLAIMED the system was operating at 100% of what it was designed for.
They then told me if I provided statements from NV Power, which we'd done before installation, they'd review the system's performance which I knew was a waste of time because they'd again claim it was at 100%.
But I did it and before they'd even had time to study it they DEACTIVATED the system because I was 2 months in arrears!
Now they're telling me if I pay the 2 months I owe they'll reactivate it?
THEN I'd be right back to paying them more then I'd pay NV Power per KWH, SO why would I?
My demand now is they either up grade the system to perform like their representatives PROMISED us over and over that it would or remove it!
1 year ago
Reply from Sunrun
Thank you for reaching out, William. We are so sorry for the issues you have experienced with our services. We will be sending you a private message requesting additional account information so that we can assign a specialist to reach out to you as soon as possible to resolve your concerns. Thank you and again apologies!
Jan. 23rd, 2023
Richard Brown San Diego, CA
Horrible company! So far, it has a) failed to properly file with city of San Diego for permits forcing a delay of 4 months; b) the delay would not have been discovered without having a relative within the city government discovering it; c) the initial installation of the roofing underlayment was done improperly, leaving a clear seam in the shingles which led to roof leak; d) company could not schedule a roofer to inspect so we had to do that ourselves; e) roofer discovered that sealant had not been applied properly nor had solar panel mounts been properly installed which necessitated complete removal of all panels and re-roofing (again arranged for by us, not the company); f) after panels were removed today, we discovered that a caulking gun and caulking tube had been left on the roof--which the workers merely tossed on the ground by the house, and several plants by the house had been trampled and broken; G) to add insult to these, we had to spend time filling out a form to request for the removed panels to be reinstalled!
This company has been, to say the least, a complete disappointment in terms of its stewardship, accountability for quality of work, and follow through. We are regretting our choice of company to say the least.
1 year ago
Reply from Sunrun
Hello Richard! My name is Frances, and I am with the Social Media Team here at Sunrun. We're so sorry to hear about your frustration with faulty installment and reinstallment of the panels. We want to do everything we can to resolve it quickly for you. Your feedback helps us continue to improve your solar experience. We'll be sending you a private message to gather more information so we can assist you further. Thank you!
Jan. 19th, 2023
Sukhi Sembhi Olivehurst, CA
I can see all you new customer are very happy with the quick installation. I hope and pray you will not have to call Sunrun for a roof leak be it their brackets created the leak or any roof leak.
One of our rooms developed a leak around the 5th December 2022.
I contacted Sunrun and I talked to a rep on 12/07/2022.
I knew our warranty was for 10 years. The lady insisted it was for 5 years. I asked them for a copy of my contract.If the warranty was for ten years Sunrun would be responsible to repair the leak.
Surprisingly the contract could not be found for 7 to 9 days. When it was finally sent to me it was differed with what I had paid for.It is noteworthy I was not sent a copy since the last 8 years. I insisted the warranty was 10 years but the lady said otherwise. I reminded her that I had got a quote in September 2022 from Sunrun to add more panels to increase production from 61/4 KW to 18KW and the warranty I was offered was 10 years but she would not agree.Every solar company offers 10 years roof warranty and 25 years product warranty.
I must have contacted Sunrun almost 7 times between 12/07/2022 to 12/27 20222 before I finally got an appointment on the Thursday 12/29/2022 for a technician to come remove my five panels so that my roofer can come check my leak . I was promised a technician for 17 January 2023.If you do the math It would take 40 days to get a technician from Sunrun. With the heavy rains, we are experiencing for the last three weeks all my carpets,ceilings,documents etc. are damaged just because Sunrun could not provide a technician for 40 Days.
Getting Sunrun was my biggest mistake in my life.
1 year ago
Reply from Sunrun
Thank you for bringing this to our attention, Sukhi. My name is Kristyn, and I am part of the Social Media Team here at Sunrun. We are so sorry to hear about your frustration, and we want to do everything on our end to help resolve your concerns and turn this situation around. I've assigned an Expert who will review your account and reach out to you as soon as possible to look into this further. If you have any questions before then, please feel free to send us a private message. Thanks!
Jan. 4th, 2023
JV Milpitas, CA
Today I heard some loud noises on my roof and then piece of equipment fell off my home. I called Sunrun to report it and have someone come out to make sure everything is secure and I was told fill out a claim and the damage claim team will call in 24-48 hours. I explained something already fell off my home and this is now a safety issue and need someone asap before something else falls off and possibly hurt someone. They said nothing they can do until a case is opened and they call me back. Then the rep ask for me to get pictures of the equipment and I explained I live a in a 2 story home and could not get pictures but they needed those photos before they can move forward with the claim. The manager even said sorry nothing we can do without the damage team but your equipment seems to be online and working so everything is ok. Seems as Sunrun doesn’t care about the safety of their customers and even when they know equipment is falling off the roof. Horrible service and would not recommend Sunrun to anyone. So now I hope nothing else falls off while I wait for a phone call!!!
1 year ago
Reply from Sunrun
Thank you for bringing this to our attention, JV. We are sorry this was your experience; we would be upset too! We will be sending you a private message to obtain the information we need in order to assist you further. Thank you!
Jan. 3rd, 2023
AM Brockton, MA
I signed SunRun's contract in August, 2022, They installed panels on Sept 26, 2022, Then on Sept 27, 2022 , they sent me an e mail indicating thatthey installed a different model panel than that which the contract specified AND that the system, can't provide anywherre near the production that was guaranteed IN WRITING in the contract that we had signed . The e mail included a "change order' for me to sign- again this is AFTER they had installed the solar panels. SUN RUN knew their contract had overpromised production but apparently chose to install the panels BEFORE they advised me of this, presumably out of concern that I would not agree to the terms of the change order/new contract and they would lose the sale along w/ the investment they had made by replacing the part of my home's roof on which the panels were installed. I did not sign the change order but , strictly out of a sense of fairness, I indicated I would be more than happy to work w/ SUNRUN in creating a new contract the terms of which to be satisfacorty to both SUNRUN and me. I actually came to an agreement with the project manager regarding terms for a new contract . So one would think this should have been the end of this saga, but amazingly, despite me agreeing to , what is in essence, BAILING out SUNRUN for ITS mistake, SUNRUN seems to have "ghosted" me. I have left 2 phone messages for the project manager over a 2 wk period, with SUNRUN representatives who assured me they would give him the message and that I should be getting a return call within 24 hrs. I have received NO call back. I had also emailed him 3 times, waiting at least 4 days between e mails to give him time to respond. NO responses. So now my concern is that if customer service is THIS bad at a time when SUN RUN should be "BENDING OVER BACKWARDS" to satisfy me and get me to sign a contract (which I have no obligation to agree to) I can imagine how bad customer service WOULD BE IN THE FUTURE when /if a have a problem with the functioning of the system. I have never had the misfortune of working with a company whose customer service was THIS BAD.
2 years ago
Reply from Sunrun
Hello AM,
My name is Kristyn, and I am part of the Social Media team here at Sunrun. I'm following up with you regarding the review you provided, we definitely want to turn your experience around. In order to look into this further, can you please provide me with your service address and an overview of the specific issues you are currently having?
Thank You,
Kristyn
My name is Kristyn, and I am part of the Social Media team here at Sunrun. I'm following up with you regarding the review you provided, we definitely want to turn your experience around. In order to look into this further, can you please provide me with your service address and an overview of the specific issues you are currently having?
Thank You,
Kristyn
Dec. 6th, 2022
Richard M Smithtown, NY
I have my Sunrun solar panels for 7 years and noticed solar production started reducing over the last 18 months. It took several phone calls to Sunrun before they recognized an issue and agreed to send a technician. When the tech. arrived they had a device and could see that 11 out of my 43 panels were not working. They indicated that they will need to order optimizers which are back-ordered and could take up to several months. The technician indicated that new Sunrun installs will get the priority. I am now making 30% less from my solar panels while Sunrun puts resources to new installs. I have a problem with a company that cares more about new customers and less about existing customers. That's a poor way to conduct business.
2 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Richard! We are so sorry to hear about your experience, and would love to review your system's performance and any other specific concerns you have. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case. Thanks!
Nov. 14th, 2022
Laurie K BURNS Lafayette, CA
The worst customer service EVER! Their meter stopped working in April/May 2022, they could not schedule an appointment as they were sort on staff.- Months have gone by, they have received NO data as to my usage, but they determined it "probably went up" so my monthly payment went up by nearly $100 per month. Multiple calls- everyone will bet back to me, but no one does. Then customer service tells me it is my fault as they have been unable to reach me. Seriously?? Still no repair. So I cancelled auto-payment! It is AMAZING they can call , text and email using multiple methods of media successfully as I am receiving 3-5 messages a day asking for money! I told them when they fix it - I will consider payment - and I expect a refund and full accounting of their methods and procedures for these last SEVEN months- how, why and who authorized my increased usage! They are so fraudulent! Frankly, I don't believe a word they say - I would never do business with them again . . . EVER!
2 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Laurie. We're so sorry to hear about your frustration, and we want to do everything we can to resolve this quickly for you. We will be sending you a private message requesting additional account information so we can connect you with an Expert who can look into for you. Thanks!
Nov. 10th, 2022
Shelly Mitchell Fresno, CA
If I could give ZERO stars I would. Leased my first set of Panels in 2011 and received a $2000+ True-Up bill from the start. It was truly like the panels were doing nothing. Saw Sunrun guy at Costco and since Costco was endorsing them I purchased another set of panels, but financed this set this time. Again, the panels seem to have done nothing. Still received a True-up of over $2000 year after year. I've called, emailed, reached out on Facebook and I just get the runaround. "Your panels are producing fine". Finally talk to someone who told me what I needed to do. Find on my paperwork how much Sunrun promised they would produce VS. what they actually are producing. First set, 5.265kW and the 2nd set 7.155kW so that should be over 12kW. On my SunRun production app is shows that my panels produced 4.5 in 2021. So I called and spoke with someone on the phone for 3 HOURS and finally got her to see that they were indeed underproducing. She scheduled someone to come out. Dude came out, said they didn't have the part and would have to order it and someone would contact when it is in. That was September 16th, over a month ago! I call again today to just get transferred around and disconnected everytime I get transferred. So I have been paying for panels for the past 5 YEARS that have been WAY UNDERPRODUCING AND YOU DON"T NOTICE?? AND WHEN I CALL TO BRING IT TO YOUR ATTENTION I AM TOLD EVERYTHING IS WORKING FINE! BEWARE OF SUNRUN - RUN AWAY!! Worst Solar company EVER!! Oh, and just to let you know, I am a single mother struggling to raise my kids. I don't have time for this CRAP. You have taken advantage of this mama and she is NOT HAPPY!
2 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Shelly. We're so sorry to hear about your frustration, and we would love to review your system's performance and any other specific concerns you have. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case.
Oct. 29th, 2022
Ivan Krivokapic San Diego, CA
Inverter on my system failed back in July. I discovered this myself by reviewing electricity bill's . Sunrun failed to inform me about the event so I'll keep wandering of why they have remote monitoring...
To make story short I lcall them reporting the problem. I have been promised to get inverter replaced at certain date. Sunrun scheduling service LIED. No one showed up at the promised time frame - I called them back to find out what happened and guy on the phone was clueless about the appointment.
Four hour of my time has been lost. I rescheduled for the next available time frame - more than two weeks down the road.
I requested written confirmation this time.
Anyways if they lie again and fail to adequately reimburse me for lost electricity generation I afraid that I will look for breached contract resolution at the court room.
2 years ago
Reply from Sunrun
Oh no, Ivan! 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.
Sep. 6th, 2022
matt tuck Chicago, IL
My solar was installed over 3 weeks ago and I have had no contact with my agent about what is going on. I was told when I purchased that permitting and will be taken care of ahead of time and the only wait will be for PG&E to switch on. After calling around I am getting different answers of what is going on. I have been told like 4 different stories but the underline theme is the permit was screwed up and needed to be fixed. My agent assigned to me Angelica L has not tried to fix the situation or communicate in anyway. I am paying PG&E bills for 100+ heat because Sunrun cannot figure out what they are doing. At this point I just want the panels removed and go with a different provider that will actually acknowledge that I exist. Sunrun was quick to take my money, but actually communicating afterwards is nonexistent.
2 years ago
Reply from Sunrun
We're so sorry to hear this, Matt. We certainly don't want you to feel frustrated. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your issue. Thanks!
Sep. 6th, 2022
Carole Lane Encinitas, CA
It took over a year for Vivint (now Sunrun) to turn the system on after installing it due to one issue after another requiring follow-up appointments that were scheduled 3 months out each time. They finally did turn it on 2018. There were numerous problems with breakers, inverters, etc. after that. The current and most pressing problem now with that the communication unit stopped working in December of 2020, and they seem to be incapable of fixing or replacing it, as call after call, appointment after appointment are scheduled to no avail. They even send out repairmen without checking if the replacement part has come in (it had not). They finally installed another small box, but it still didn't communicate. I called again and "Mary" told me that they needed to enter the serial number in the system and it should work in a day or two, and she PROMISED to call back and check. She never did, and it's still not working. (She's in a long line of customer service reps who have promised to follow up and never did.) THIS HAS B EEN GOING ON FOR A YEAR AN 8 MONTHS SO FAR. I call again and again, and they say that Riley B (who is assigned to the account) is the ONLY person that I'm allowed to speak with - but Riley is NEVER available and NEVER calls back, so I wait a few days and call again, and spend another hour on the phone PLEADING for ANYONE WHO CAN HELP. In the meantime, SDG&E wants their money, but Sunrun is unwilling to speak to them about what my system is generating until the technical issues are resolved, which apparently is never. UNBELIEVABLY POOR SERVICE.
2 years ago
Reply from Sunrun
We're so sorry to hear this, Carole. We certainly don't want you to feel frustrated. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your issue. Thanks!
Aug. 23rd, 2022
Eric and Melanie Hanson Seymour, CT
Let me start with the positives.
My local rep was fantastic. Responsive, explained things in great detail, always communicated changes that were occurring and what step of the process we were on.
One time, I got a customer service representative that said they were in California, I don't remember her name... she was great.
Every. Other. Thing. has been awful. I cannot express this enough.
I am at the point where we will be seeking legal action against Sunrun.
We signed a contract for the company to install 29 panels on our roof. I cannot see the majority of my roofline (2 story house on a hill). Guess what? They installed 36 panels.
I am producing more power than I expected. I am paying more money that I expected.
I am called Sunrun COUNTLESS times about this. Asking them to either lower our cost/KWH or remove the extra panels. Lots of run around and lots of no answers. Their customer service representatives are trained to reiterate what you say, over and over again. It is infuriating. One male representative asked me if I knew what a screen was.
They broke my contract and are now dodging their error. They owe me a solution and an apology a this point.
RUN from this company.
2 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Eric and Melanie. 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.
Aug. 3rd, 2022
stillinshock Angwin, CA
I've read many reviews on this site and it looks like most people are really happy with SunRun. But truly, after six months and my first summer, I'm still in shock about how much it costs.
Please read the review from MAB Rancho Santa Margarita, CA. She is exactly right. I am paying up to $188 per month in summer just for my solar bills. Over 7 months, I've paid almost $1000. I can't believe how much it costs. I'm paying for the energy production--and will still have to pay PGE about $200 across the course of the year. This defeats the purpose of having solar in the first place.
I contacted the company twice a few months apart and asked if I could change my contract and both times they have said "Migrated accounts cannot switch between billing types right now, but we're looking into offering this in the future with the integration of billing systems." I am deeply, deeply disappointed and out of pocket.
2 years ago
Reply from Sunrun
Thank you for bringing this to our attention. We'd be happy to look into this for you and we will be sending you a private message requesting additional account information so that we can assign a Specialist to assist you directly.
Jul. 27th, 2022
Imelda Phillips Vallejo, CA
Do NOT go with this company! They installed our panels over a YEAR AGO!…. Locked us into a loan with GoodLeap and they failed the inspection by the City of Benicia the first thtime around and have left us holding the bag ever since! They do not return phone calls either! If you go on Instagram you will read HUNDREDS of similar complaints! This is criminal! All that they care about is the sale. Don’t take my word for it… go check out their complaints on Instagram: Stay away!!! We don’t know what we are going to do now. We will probably have to file a lawsuit to pay off our loan and have the panels removed.
2 years ago
Reply from Sunrun
We're so sorry to hear this and we definitely want the chance to turn your experience around, Imelda. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your issue.
Jul. 18th, 2022
Todd Thienngern Anaheim, CA
Worst service I have ever experienced. I signed up for Sunrun in November of 2021. I needed my panel upgraded first so they sent out electricians last week of March. They installed the pannels the first week of April 2022. After the installation, I heard nothing for months. I called the 800 number, but no one answered. I have left messages, but no one calls back. I purchased the pannels so my first payment was due June 1st. On June 3rd the city came out to inspect the panel. It failed, they needed at least three different repairs. Of course, I have not heard anything from Sunrun. Now it is July 1 and my second payment has been made. It has been 90 degrees for the last two weeks, and I have had to run my AC the whole time. So now I will have a huge electricity bill on top of my payment to Sunrun. Not worth the promised saving. They way things are going I am sure I won't get the tax credit either. Well I will try to update this when they finish the install and I get the solar working.
Todd
Anaheim CA
2 years ago
Reply from Sunrun
Thanks for bringing this to our attention, Todd. Monthly savings will vary depending on your usage, but we would be more than happy to take a closer look at this for you to ensure that you are enjoying the full benefits of going solar. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your issue.
Jul. 5th, 2022
judith reid San Diego, CA
Our journey with this company was the worst very long story short we signed a contract for a 25 year lease for 8 panels everything was going great until they were done installing and we look up our roof and notice only 7 were installed.. The war started… over a year of no solutions phone tag refusing to add the missing panel such an easy fix right?! NOPE!! They refused to do it so I wanted their panels off my roof why would I pay for something I dont have!! It was like going in circles with these people.. we finally decided to file a complaint to California Contractors State Licensing Board and it went through.. finally some hope in this nightmare!! All of the sudden we have someone calling US!! She was available all the time and quick to respond so I knew that we had their attention now.. we ended up going into negotiation with them and they handed ownership of the system to us and we got out of being in that stupid contract with them pretty much for no cost which I hope is a win for us.. this was a very difficult.. time consuming …and stressful journey with this company.. I’m glad is over but its really sad how something that can be so good rich companies make it so bad and ugly… hope this is helpful for other out there trying to go the Solar route.. do your research… I consider myself blessed that I dont have to deal with this company’s BS anymore!
2 years ago
Reply from Sunrun
We're so sorry to hear this, judith. We certainly don't want you to feel frustrated. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your issue. Thanks!
Jun. 27th, 2022
Lawrence Hee San Diego, CA
The installation of the solar system on my roof went smoothly and I didn't have to worry about permits. It took four days to install the thirteen solar panels and another two weeks to be hooked into the system. My monthly electric bill averaged $120-150 monthly and now only pay $87.31 for the SunRun lease. Problem was that after working for six months, Sunrun solar panels stopped working, as of September 15th. I wasn't informed by Sunrun and didn't realize my system was not operating til January 2022. A tech was sent out and changed out my control panel,but til this day no solar generation. I stopped my direct payment as of May2022. Now I am getting harrassing calls to pay my SunRun bill? After 120 days of non-payment, it will go to a third party collection agency. Fix my solar system or take it off my roof?
2 years ago
Reply from Sunrun
We are so sorry to hear this! We would love to review your system's performance and any other specific concerns you have. Please send your address and an overview of your concerns to onlinereviews@sunrun.com, so that we can connect you with a Specialist that can help you. Thank you!
Jun. 21st, 2022
Seamas Culligan Dorchester, MA
Pushy sleazy sales reps. They lied to me in order to get me signed up, then they reneged on a promise made to me in writing. I told their sleazy rep that I would not sign up for solar until after I did an addition on my house. He told me that we should install solar array immediately in case the incentives end, because SunRun/Vision Solar "will honor a one time removal, storage, and re-installation of your solar system array at no additional cost." So trustful me signed up, the solar system was installed and I regretted it immediately. Once ready to renovate SunRun went back on their removal/storage/installation promise and hit me with a $1287 re-design fee, not mentioned on their letter. They also tried to stick me with the storage fee, playing semantics with the meaning of their letter. We have been ruined by these crooks, I had to cancel the intended June 15 renovation/addition on my house, all our plans & dreams shelved because of the corrupt pencil-pushers at SunRun. A truly hateful company, typical of the cowboys that are infesting the solar industry since states started a goldrush offering solar incentives. Solar is the new wild west, I curse the day I let that SunRun con-man into my house. BTW since getting solar our electric bills are even higher than before, so much for the $50 monthly savings promised by SunRun's sleazy sales rep, who has since vanished from the face of the earth. He is unavailable for comment, uncontactable, no follow up calls from him. Go on Yelp and you'll see what a shoddy customer satisfaction rating SunRun has. Personally I believe that their occasional 5-star ratings are fake, because they are drowned out by the 1 star out of 5 ratings. I've read 5-star ratings by people who made identical spelling errors, so I suspect the same individual authored a bunch of fake positive reviews. Run a mile from these cowboys, read their Yelp reviews, and don't do business with them.
2 years ago
Reply from Sunrun
Thank you for reaching out, Seamas. We're sorry this has been your experience. We'd be frustrated too. We see you are currently working with one of our Specialists. Please continue to work with your Specialists to resolve your concerns. Thank you!
Jun. 1st, 2022
Jean McGinnis San Diego, CA
They installed the equipment quickly, the staff was very knowledgeable and I have not had any problems with the equipment since it was installed 2 1/2 years ago
2 years ago
Reply from Sunrun
We're thrilled you're having a good experience, Jean! We really appreciate you taking the time to share your feedback. We hope you continue to enjoy the benefits of solar for years to come! Thanks for playing such an important role in our solar community and for helping us create a planet run by the sun!
May. 27th, 2022
Joyce Chicago, IL
The employees were very professional. They explained the program succinctly.
The installers were efficient and didn't make any mess. The product is working as expected.
2 years ago
Reply from Sunrun
We're thrilled you had a good experience, Joyce! We really appreciate you taking the time to share your feedback. Thanks for playing such an important role in our solar community and for helping us create a planet run by the sun!
May. 24th, 2022
Review Source
Marcia Bollwage Sicklerville, NJ
When they noticed a problem with our system, they sent someone out to fix it as soon as they could!
When a piece of our siding was damaged, their representative took it upon himself to replace it !
2 years ago
Reply from Sunrun
Thank you, Marcia. Your review brightened our day! Our goal is to provide you with the best solar service possible, and we're delighted to hear that you had a good experience while helping us create a planet run by the sun!
May. 23rd, 2022
Minghua He Honolulu, HI
Working with Sunrun.Inc was the WORST EXPERIENCE I had. Since LAST YEAR, I STILL HAVEN'T RECEIVED ANY REPLACEMENT FOR MY BATTERIES. Both of my batteries for my solar panels have not been working and I have contacted the company multiple times to change my battery. However, every single time, the company refuses to do so because they "did not have any at hand." If the company did not have any batteries in stock, there is no way they can form new contracts with new customers. Sunrun.Inc is only looking to get new customers and leaving the old customers, ones who have been with them for years in the dust, struggling to pay the bills. According to their advertisement, I should have seen a decrease in my electricity bills; however, due to my batteries not working, the bills have gone up by hundreds more dollars when instead it should have been helping me save the hundreds of dollars instead. I HIGHLY encourage people to NOT make leases with Sunrun.Inc because their customer service is TERRIBLE and extremely UNHELPFUL and their product DOES NOT meet the expectations as they advertised.
2 years ago
Reply from Sunrun
We are so sorry to hear this, Minghua! We would love to review your system's performance and any other specific concerns you have. Please send your address and an overview of your concerns to onlinereviews@sunrun.com, so that we can get a Specialist assigned that can help you. Thank you!
May. 9th, 2022
Heather Snowman Baldwinsville, NY
I originally purchased my solar system through Sungevity, after several years of wonderful service, they transferred my contract to SunRun and I am not impressed. I have a lease-to-own contract and everything is covered under warranty for 10 years until I fully own the system. On 4/4, I noticed that one of my Inverters was displaying an error message and called SunRun to get a service appointment scheduled. The person that I spoke with said that they had been aware of the issue since FEBRUARY. I asked why nothing had been done if they were aware of the issue since February, and she didn't have a good answer. She said that the technical team wanted to monitor the situation for 5 days and then they would be back in touch with me to schedule a service call. I asked why they needed another 5 business days if they had been monitoring the system since February. Again no good reason. After not hearing from anyone I called back on 4/18 and was put in touch with the technical team, the person that I spoke with said tht they were having problems with there scheduling system but that someone would call me back to schedule an appointment within 24 hours. Again no call, I called back on 4/22, the person that I spoke with was very nice, and submitted a ticket to Solar Medics, LLC to schedule a service call provided me their number, just in case, and said they would contact me within 5 days to schedule the service visit. Again no call, on 5/2 I called Solar Medics, LLC and they do not service upstate NY. Called the SunRun technical team back and the person that I spoke with said he was scheduling with a company that definitely services this area. I asked for the name of the company and he said Sungevity. I told him that my original agreement was with Sungevity and my contract was transferred to SunRun when they went out of business. He said, that sungevity was bought out by anothe company and that company (whose name he could not remember) would be calling me to schedule the service call. My system has been functioning at half capacity since February, and SunRun has been aware of the issue since February and have done nothing proactively. It has been a month since I called and requested a service call and I still don't have an appointment yet.
2 years ago
Reply from Sunrun
We're so sorry to hear this, Heather. We certainly don't want you to feel frustrated. Please send us a private message with your service address so that we can help resolve this for you. Thanks!
May. 3rd, 2022
KLW Asbury Park, NJ
One of your Sunrun Representatives came to my house today asking my Husband to cut down a tree in our yard so the neighbors can have solar installed. The Rep explained Sunrun would pay for it but my Husband told him No. The Rep did not take no for an answer and proceeded to call my husband a "D***head" which our two young children overheard as well. My husband could have gone outside and followed that up with an altercation, but he does not stoop that low for men that act like children. We are teaching our sons to be better men. The Representative did not provide his name and his ID badge was not clear in the video. However, we have his full face, clothing, and all that was said. He does not deserve a job representing any company with his insulting, juvenile behavior. Never will I ever have anyone in my family or whom I am associated with get anything from Sunrun.
I have a screenshot and full video of the conversation, which Sunrun has as well. Disgraceful.
2 years ago Edited April 21, 2022
Reply from Sunrun
Thank you for bringing this to our attention. We are so sorry to hear about your experience. Please send the details of your experience to onlinereviews@sunrun.com, so that we can get this to the appropriate department. Thank you.
Apr. 25th, 2022
michael emigh Spring, TX
Worst decision ever made. Has never made close to amount of power quoted. Several months no production at all, was not notified. Paying double every month than I was paying before. Dryer vent was knocked off roof and didnt realize it until water was coming in my laundry room after a hard rain and in attic. I was in the attic with towels trying to keep house dry. Now after a hail storm insurance is approving me a new roof, I want to pay sunrun to remove them while re-roofing and even the fee to re-install but keep them as I am selling my house. I do not want them mounted on a brand new roof that I am selling my house with. It makes no sense to them remove them a month later and shingle company void warranty. Selling home to a faimly member moving in from out of state which they do not want them so the whole transfer it over in not even applicable. Instead want me to pay rest of lease off, which in this situation should be an instance where Sunrun would do the right thing. Case agent should be getting assigned hope to work it out with them. I may can update this review on this aspect afterwards in a positive outcome.
2 years ago
Reply from Sunrun
We are sorry to hear this, Michael! Please send us a private message with your service address, and we will have a representative reach out to help resolve your concerns. Thank you!
Apr. 19th, 2022
LawyerBoy San Pablo, CA
Sloppy installation, left materials all over the yard and every time it rains, more washes down. Installed a defective back-up battery that is a fire hazard, so they cut-back the amount of storage. The battery was only 9Kw in the first place while a Tesla would have been 13 Kw. Now I guess this thing is 5-7 Kw. They unilaterally and arbitrarily determined your losses and send you a check every month, rather than fix or replace the fire hazard. Now it has been a hazard for nearly a year. When you call to complain, the response is always the same: "That's not my job." The battery wasn't even installed properly and the first power outage our refrigerator wouldn't work. They sent a guy out and he fixed it, but all the primary circuits were all mis-installed and mis-marked on the panel. The original installation was by the Three Stooges. Go with anybody else and get the Tesla equipment.
2 years ago
Reply from Sunrun
We are so sorry to hear this! We would love to review your issuee and any other specific concerns you have. We will have a representative reach out to you as soon as possible in a private message.
Apr. 6th, 2022
April Mahoney San Diego, CA
Not off to a good start they sent me a quote and want me to do a transfer of owner and applicatoin with 24hours. I have never had solar panels and I have some question plus I want an inspection as a new owner of a condo property. I was told that they don't do that, What? and you want me to take over a 23yr lease. That is not a good business model . This might be a deal breaker on a new sale of a property .
2 years ago
Reply from Sunrun
Thank you for reaching out, April. We would be happy to look into this for you. We will have a representative private message you. Thanks!
Feb. 28th, 2022
Ramy Farag Cary, NC
Worst experience ever. i wish I could even give them less than a one star. the only good thing so far is the sales person who did an amazing job, other than that this company is the worst company to do a business with. I started the process on September and the promise was that I will have everything up and running by November 1st on 2021. Till now february 12th of 2022 things are not done yet. communication is horrible so don’t expect anyone to call and update You until you keep calling and asking what is going on. Technicians are horrible and have no experience with anything. the Day the technician came to upgrade the panel, he just came in the morning for few minutes and then left his coworker together with his friends who is not even a sunrun employee to finish the job and he went to shop and buy a motorcycle lol. The technicians who came to put the solar panel panels made a while in the garage ceiling and the next day there was a rain and everything I had in the garage was missed up. Since the technician who upgraded the electricity panel did not finish his job, the technicians who came after him to put the solar panels did not finish their job too because the previous step was not complete. now they scheduled a final inspection from the city and I was sure that it won’t get approved because nothing was done completely and in the way it should be but unfortunately on the same morning of the inspection the sunrun technician called me saying that he has to cancel the inspection because he did not have the right paperwork and that’s why another house had inspection on the same day was failed because of the wrong documents. finally and after I reached out to my sales person again, they scheduled another appointment for the final inspection and for sure the inspector had some comments as expected and he did not approve and said that his comments need to be corrected and he has to come back after that (was totally expected LOL)
I reached out to them again and they said that someone will come to fix the inspection issues on Saturday 02/12/2022 and for sure no one showed up or even called till now at 3 pm LOL.
Lastly, now I’m due to pay my first payment on the solar loan and the system is not even working yet so I will end up paying both the loan and the loan edison electricity bill for at least 2 months because I have no idea when this job will be completed.
honestly if I ever go back I will never contact with them again, they are horrible.
I don’t recommend them at all
UPDATE: On Sunday 02/13/2022 the same guy who came with the inspector (Jonathan) called me saying that i am scheduled for another inspection the next day Monday 02/14/2022 LOL. I told him how come you are doing another inspection without making the corrections from the previous one so he surprisingly said, oh i thought someone came to do the corrections already. Catastrophic miscommunication.
on 02/15/2022 they sent me message on Yelp saying that i am scheduled to have a technician coming over on the 17th to do the corrections but the funny thing is that no one even contacted me to schedule that and they did not even tell me what time they will be coming (assuming that i am just staying home for them to come at anytime LOL)
Today, 02/17/2022 i just got surprised with that technician knocking my door without any previous notification saying that he is her for the corrections.
2 years ago Edited February 18, 2022
Reply from Sunrun
Thank you for reaching out, Ramy. We are sorry to hear that the preparation process is taking a long time. Please send us a private message with your service address so that we can look into this. Thank you.
Feb. 15th, 2022
Janelle Thomas Alamo, CA
***DO NOT BUY FROM THIS COMPANY!!***
My Solar System was installed and ready for use back in November of 2020. It took over a month to get someone out just to connect the system and get it running, mind you I had already had money snatched out of my account for that first month. After connection, system stopped working right away. We made several phone calls, attempting to schedule a service appointment but had to wait weeks before they sent someone out to service it. Unfortunately the person they sent only took pictures and said they needed to send someone else. Another long wait.. next person to show, changed the fuse. Unit worked only a few days and back off again. Another long wait.. next service said we needed a new system because it would keep blowing fuses. Another long wait.. To make a very long story short with months of back and fourth, we went a total of almost 4 months with no Solar!!
I called right away back in Dec after 1st payment was taken and we had no solar and they said we would be refunded for time we were without solar. When I asked again about them taking money out my account for a service I didn't have we were again assured about refund but had to wait til new system was installed and working properly. Once that happened, we were then told that we had to wait for our Anny year to receive a refund. After waiting the year and receiving an upcharge from PG&E for $553.33, we were then told that we had to wait a week more for them to estimate our annual system output so they could see how much they'd owe us. I waited the week, called back and was told that our system still wasn't working at 100% and that they couldn't get us the calculations needed to refund us til it was. I was then told that someone would contact us with an appt time and of course that never happened. We've been waiting on that call/appt since Nov of 2021.
Over the course of a year I asked to speak to a manager or resolution team and was always told an email was sent and someone would call us. That call NEVER came, not once! This has been by far the WORST experience EVER!!! I can't believe Costco backs this Company, what a joke!! I filed a complaint with the BBB and their response was that they're looking into it. It's been exactly 8 days and still no update. HOW LONG DOES IT TAKE TO LOOK INTO A MATTER???? This is and has been their MO since the beginning. My next step with be legal action, I'm soo tired of waited!!
2 years ago
Reply from Sunrun
Thanks for letting us know, Janelle. We're so sorry it's taking longer than what was discussed. Please send us a private message with your service address so that we can help speed things up. Thanks!
Feb. 10th, 2022
Gopal Nair Boardman, OR
Our battery for the Solar stopped working months ago, and Sunrun has no answer on when it will be fixed. They have claimed over the last 4 -5 months that they are waiting on their supplier to deliver the battery parts. meanwhile they started sending out checks for $52 each monthly without actually telling us what it was for. We assumed it was calculation error in the payments made and was being refunded for that. Over the last call, we were informed that the payment was being made in lieu.
New subscribers BEWARE. Horrible customer service. No one seems to know anything that's happening . I am beginning to suspect that their online chat service is a robot because you get the same answers each time.
Never thought that COSTCO would deal with such a company.
2 years ago
Reply from Sunrun
We're so sorry to hear this, Golpa. We certainly don't want you to feel frustrated. Please send us a private message with your service address so that we can help resolve this for you. Thanks!
Jan. 28th, 2022
