Sunrun Reviews
9.9
Overall Score
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Vince Laurelton, NJ
The company says a solar installation will save money but my electric bills due to Sunrun are higher than ever. The contract that I originally signed was changed to a higher base rate and a higher percentage of yearly increase from 1% to 2.9% for starters (I suspect the initial rep lied to me). I discovered that I had received an e-mail from Sunrun over a week after it had been sent with an altered contract that had electronic signatures (which I never consented to giving) and the base rate and percentage increases. The time frame and requirement to deny the contract were limited and it was impossible to send the required form within the time frame. Attempts to refuse the contract were denied by customer care over the phone and I was told they would have their legal department contact me. That never happened as is the case with so many of the promises made by their personnel. I kept getting strung along and even submitted electric bills for an "analysis" which they misinterpreted. My electric bills prior to Sunrun had a yearly cost of about $360 without solar. Subsequently, with solar they started at $38.85/mo with any customer service charges or fees from the local power company ending up with yearly charges of about $500. Naturally, they continue to increase due to Sunrun's inflated increases. The system's recently installed meter has not displayed anything for almost three months meaning that the system is not producing usable power and the bills from my local power company have been around $30. Last fall Sunrun changed their terms of service so that if you want to check into their site you must agree to some of most absurd measures that keep you from filing claims and complaints against the company. In short, they trick trusting consumers with all of their hogwash so they can rip them off. Dealing with customer care is like going on a merry-go-round as nothing is ever done to resolve issues. Despite all of the issues and complaints, their collection department has been hounding me with threats as I simply stopped paying them. I have given into these scoundrels repeatedly with the expectation that issues would be resolved. That hasn't happened. At one point one customer care person said that if I could prove that the signatures on the contract are not mine, they would remove the system. I never needed to prove it as one person who was assigned to resolve issues readily admitted in an e-mail that the signatures are electronic (and aren't mine). I have filed complaints against the company with the Better Business Bureau along with the Consumer Financial Protection Bureau and there will be others as well.
My advice to any one interested in solar power is to definitely shop around, check reviews and definitely get a company that is much more local and not like Sunrun that is based 3,000 miles from me. I definitely do not recommend Sunrun which doesn't even deserve a one star rating.
4 years ago
Reply from Sunrun
Hello Vince, We are so disappointed to hear that your system is not producing as you expected. We want to ensure that this is investigated thoroughly. Please keep in mind that your savings are expected to increase throughout the initial term of the agreement as your utility company raises its rates. Also, keep in mind that your savings are directly correlated to your home’s energy consumption. If your consumption increases, you will be using more kWh from the utility company, and they will charge you more. If you'd like to address this in detail feel free to private message us your contact information.
Mar. 25th, 2020
Mary A Gibbins Riverside, CA
I am going to report this company to the BBB. My husband started to deal with them and then suffered a severe fall. He had to have brain surgery. He was in and out of the hospital for 3 months. Sunrun contacted him and I told them he was ill and has suffered stroke like symptoms. He was not capable of making decisions that involved such a large amount of money. They said they understood. When my husband came home from his hospital stays he contacted them and I thought well I talked to them already and told them he was ill. He had a diagnoses of dementia! I told them this. They still came out and did the installation. First they sent a company to fix some sort of roofing problem for $10000. They left a mess and a the nails are still falling off the roof. At any rate the solar panels were installed and when my husband tried to get someone to come to our house to show them the junk in the yard and the nails on the roof no one would respond. That idiot Sam would not even call him. Then the bills started coming from them. I told him just pay them and he wanted to talk to someone. He finally ended up yelling at someone on the phone. I told them he was not right but they would not listen. Today he paid in full just to get them over and done with. They suck and I know that we will never see our $32.000. before we die. My husband is 74 years old. They should be ashamed of themselves.
4 years ago
Reply from Sunrun
Hello Mary, We are truly disappointed to hear about the experience you have had. It sounds like you had a very rocky installation period with poor communication. We'd like the opportunity to look into your account and hear more details of what you've gone through and see what kind of resolution can be found. Please feel free to private message us your contact information.
Mar. 25th, 2020
daniel Redondo Beach, CA
I purchased solar panel from Sunrun last year. I paid 30.000 for installation of the panel
I was told that the system they designed I don't need to pay any electricity bill. I was told that there is battery back up to save the electricity I will receive check from Edison.
I am getting bill from Edison every month for 75-85 dollars
I call the company that they said the system is not enough for your use
when we sign the contract I gave them 6 months of Edison bill the panel was design base on our usage apparently they didn't design the panel correctly
the claim our usage is more now this is not correct actually our usage is less since my daughter move out
don't trust Sunrun company with their work they don't know what they are doing. the customer service are very bad and very rude when I contacted them they told me you can't even talk to supervisor and said you are on your own don't call us
4 years ago
Reply from Sunrun
Hello Daniel, all production estimates are considered to be annual estimates due to the seasonality of solar and variable weather patterns. Utility companies also charge all customers non-bypassable fees regardless of whether you are a solar customer or not. If you are using more than what the system is producing you will pull from the Utility company. We'd be happy to analyze your home consumption, feel free to private message us your contact information.
Mar. 25th, 2020
Reviewer Beaumont, CA
We do not have this company, however after our unwanted interaction with them I do not think anyone should consider doing business with a company as rude and conceded as this one. A representative from their company came to our door despite us having not one but two no soliciting signs clearly posted. He asked us if we knew about different solar services and how affordable Sunrun could be. We told him we have two sings up saying no soliciting and pointed them out, in which his response was to tell us that he isn’t selling anything and under a mandate he has a right to be at our house. We told him even giving information in this city was considered soliciting and we are not interested, we then flat out told him to leave. He did not. Instead he continued to argue that he had a legal right to be on our property because of some soliciting mandate. We told him again to get off our property, yet again he did not and CONTINUED to argue he had a legal right to be here. I finally said I know you do not have a legal right to be here I will be contacting the company and that he needed to get off our property now and slammed the door in his face telling my husband if he’s not gone in the next two min we are calling the cops. For one, I would love to know how Sunrun would try and explain that they were not hoping the visit to our front door would not result in a sale for them and that they wouldn’t actually sell us a product or service, and therefore make it a non soliciting visit. For two Sunrun did not have any legal right to be on our property when we have point blank told them to leave not once but three times. I am blown away by the audacity of this company thinking they have a right do to this to people. How on earth would this argument and him refusing to leave the house have worked in this company’s favor in any way? If this is how they treat people they are hoping to win over and start using their services I would hate to find out how they treat people who actually have an issue with their product and services.
4 years ago
Reply from Sunrun
Hello, please direct message us with the name on the contract as well as your property address so that we may best support your concerns. We are very disappointed to hear that your experience has been such thus far. We would love to support a resolution for your issue as well as address any further questions/concerns.
Mar. 25th, 2020
Russell chase Rialto, CA
Okay I’m advising nobody get solar it’s a racket! 🏸
I got sunrun 1 year ago here’s how it works they average your 12 month Edison bill mine came out to $132.80 a month. So that’s what I pay every month. The salesman lies he said you’re going to get a bill from Edison but just ignore that I keep on asking him why ignore it we don’t have to pay It he just kept on telling me don’t worry about it . But the truth is you do have to worry about it because you get a bill from Edison to mine ranged $14 - $24 a month and then at the end of the year you get a settlement bill and that ranges from $311. For that last month of the year and another thing I wasn’t using my a/c it has been broken for 4years any power you use before and after the sun goes down you are getting charged from Edison!
And if you use your air conditioning at night you will get a big bill. Here is what I use to pay a year (no a/c) $1851.00 Edison
Here’s what I pay now mind you no A/C I’ll brake it down for you!
1. Sunrun a year $1593.60 and it will go up 6% a year
2.Edison a year $506.98 that will be more if get the A/C fixed and use it.
Ok lets se my savings
What I pay now $2100.58
Used to Pay $1851.00
Savings -$249.58 nothing
I Owe I’m in the hole $249.58
With no ——————— A / C
I’m pissed I want to solar panels off my ——————— roof
5 years ago
Bill Alahuzos Brentwood, CA
After 6 years with 8 panels, we had to have the panels removed for a new roof installation. I live in the San Francisco bay area but the project manager who manages this area lives in a different state. SunRun quickly took off the panels, but getting them back on has been a nightmare!! First there were two missed re-install dates – scheduled, but no one showed up. I called multiple times to try to reschedule, but only got lots of pleasantries and nothing scheduled. Then the PM stopped returning my calls. The customer service reps all seem very nice and they come across like they are trying to help, but in the end, they can only do so much and they basically tell you what you want to hear ... we'll get the install scheduled "tomorrow", "next week", etc. or "we are escalating this job" ... and still nothing happens. After 2 ½ months Sunrun eventually sub-contracted the work to another solar company. It took them a month to get the equipment needed for the install. When the techs came to install the panels, they did not have the right equipment! I have to wait another month to get them installed. I asked Sunrun about the contractual agreement to un-install and re-install the panels. The Sunrun rep told me they only agreed to a time frame to take off the panels, they are not contractually obligated to provide customer service.
5 years ago
Carrie B in Wittmann AZ Wittmann, AZ
We’ve had SunRun for approx 18 months and wish to GOD I’d never heard of them! Salesman did not take prior 12 months APS bill to determine usage just arbitrarily put 1000kwh when in reality we use over 1800kwh so we have their $121 a month bill PLUS another $250^ APS bill monthly. If we wanted to pay $500+ a month we’d never have gone with SunRun. Now I’m being ignored with no return calls or emails to remedy the issue yet they continue to send emails from collections Dept, refuse to pay bill until they fix THEIR screw up Or better yet get this crap off my roof! So disgusted and nothing worse than a LIAR
5 years ago
Barbara Las Vegas, NV
This company is not legit! They lie directly to your face and think nothing of it. So, let me begin. My salesperson, Jason T promised a $500 sign-up reward and offered my referrer $500, a total of $1000. I was told by my salesperson that they had a special promotion going on at the time.
Fast forward 3 months, my system was just connected the other day. Since myself and referrer were lied to, I want out of my contract. They informed me that I could not get out of the contract until 25 years, even though they lied. I do not want to do business with a company that blatantly lies to your face.
Unfortunately, the reward amounts are not in the contract. The referrer was at the table with me when the salesperson offered the sign-up reward of $500 and referrer amount of $500. So, will need to consult a lawyer since a witness was there when rewards were offered.
I also spoke with a case manager who was very rude and nasty. It was as if she was reading from a script. She kept repeating the same thing over and over again. I asked to speak with a higher level manager and she told me that I had to deal with her. She also kept interrupting me when I was talking.
During the sit down with the Salesperson, I specifically asked about battery in case of blackouts. He told me battery back-up would be provided. My system was connected and turned on last week.
When I called to inquire if my battery was added, I was told no. They said they were out of batteries but I could get on the waiting list for one.
This is scary! What else did they not do but didn’t tell me about. If your going to deal with this company, I recommend that any and everything that your promised needs to be in writing. I would strongly agree not dealing with them since they are unprofessional and lie!
Happy Solar hunting!
5 years ago
Mercy Larson North Las Vegas, NV
The rep. Kimberly was the most prepared. She had done her homework and was very knowledgeable about SunRun and their products! We also got the best deal with them.
5 years ago
LXWV Napa, CA
We have several issues with Sunrun, starting with the installation. It did not work when it was installed. It took several weeks and visits from Sunrun to finally get it working. Also, we found out even though we paid a lot more to get the battery backup, it was not connected to our circuit panel. We found that out after the first power outage that lasted several hours. It took another couple of months after several visits from Sunrun and multiple phone calls to find out the battery only powered 4 plugs. We had to run extension cords to the plugs, which are outside the house to power a spare refrigerator and some lamps if we could plug them into the cords. I can this install and run. None of this was explained before and after the installation. Sunrun could have connected some circuits to the battery, but chose not to, without discussing and explaining anything to us. This was a much easier installation for them to just provide the 4 outdoor plugs. Also, it took several months to get the $1000 gift card from them after many many phone calls. I would not use them again nor recommend them to anyone. I got different answers from different people. I feel sorry for some of the people that work for the company, because they do really try to help, but do not have the information and the tools to do it.
5 years ago
Joseph Leto Escondido, CA
0 stars. Warning! Do not do business with Sunrun, or its installation arm, Horizon Solar. Dealing with them (after the initial meeting with the salesman (Brandon R) it was and continues to be a nightmare. The process of installation took about 6 months. 6 months of incompetence... missed appointments, bringing the wrong equipment etc. The list of frustration is endless. During the process, they will try to reassure you that "all will be well", and have you talk to there "customer advocate" (Ray B). Ask yourself the question "why does a company need a "customer advocate"? But the most important thing is that, they seem to run a bate and switch "con game". They promise (like in my situation) to almost completely eliminate your electric bill, except for the small payment to them. This is an outright lie! After the system was finally turned on, Im having to pay both my electric company AND Sunrun. So, in the end, there is NO benefit to having these ugly solar panels on my home, not to mention the danger of leaks from the rather haphazard installation. They might have answers to all these issues, but, PLEASE DON'T BELIEVE them. It looks like I may be heading to court, and have the expense of a lawyer to try to get out of this contract. Look elsewhere for your solar project, unless you want to enter a nightmare of your own.
5 years ago
Kenneth Anderson, SC
My panels went down and they said they'd come out and fix it and they never showed up. The guy never called. I called them and it took him two hours to get back in touch with me. It's October the 3rd and I haven't had solar power function since August 5th.
5 years ago
Allon Adar-Burla Las Vegas, NV
Don't do business with Sunrun. The installation was lengthy and was done wrong, the power company had to come THREE times until the gave us the permit. Sunrun owes me $500 for fees I had to pay an electrician for their mistakes, it has been months and they have not reimbursed me. They are arrogant company with ZERO consideration. Monthly payment by credit card is assessed $7.50 penalty. You can either send a check by US post (Who does that anymore) and not get penalized OR you can do an automatic bank draft. The Problem is that you have no say when they withdraw the money, they are unwilling to change the date to meet their customer's financial timing. I say, screw them, go with Tesla or anybody else. DON"T DO BUSINESS WITH SUNRUN, I WARNED YOU. I found NO redeeming qualities in my dealing with them.
5 years ago
A. Fredericks
I have never had a worse sales experience in my life. Misrepresentations, half-truths and flat out lies was the sale’s rep’s M.O. from the moment he stepped into my home. Here is the story:
I stopped by the Sunrun kiosk at my local Costco and said I was interested in talking to a company representative about installing solar panels on my garage. I was clear, that I didn’t want panels on my home. Two days later a sales rep came to my house and presented a plan that filled the southern and western roof exposures of my house with panels. I immediately told him that this is not what I want. He banged around on his computer for minute and told me, no problem, he just submitted a “re-design” and it should be ready for me to look at very soon, but recommended we continue the presentation with the plan he had. I reiterated, that I’m not interested in a house full of panels. He was there for nearly 2 hours and the redesign that was going to be ready any moment, never came through. He gave the excuse that he was having trouble with his computer or something of that nature. When asked specific questions like how the tax incentives or Costco 10% rebate was calculated, he said he wasn’t really sure how those things worked. Against my better judgment, he convinced me that I should sign an agreement that didn’t commit me anything, but they needed it to complete that site visit and give me an accurate price quote. Again, I reiterated that I am interested in having panels on my garage and possibly only one roof surface of my main house.
Fast forward- site visit tech comes with orders to measure for a plan to put panels on the entire house. I informed him that I told my sales rep on several occasions ( I even have it in writing) that I’m not interested in that plan. He said that info was never relayed to him. I called the sales rep and leave a message to complain. 30 minutes AFTER technician is there the sales rep texts me and says the tech has canceled the appointment. "That’s odd," I say, because he has been here half an hour and is measuring for the plan I have repeatedly said I do not want. He gives me a song and dance about how they have to measure and inspect all the roof surfaces for engineering purposes. On site tech tells me that is nonsense and also tells me that he got a message from his boss saying sales rep called and canceled our appointment, but it was too late, he was already there. About a week later, after being told the plan was almost done and all they needed to finish it was a copy of my electric bill, another tech shows up at our house unannounced with no scheduled appointment saying he needs to take a cover off of our electrical panel and take more measurements. Says the sales rep was supposed to schedule it with us and inform us he was coming. Additionally, they sent paperwork to the state saying they were installing solar at my house before they even showed me a plan to agree on.
At this point I had had enough, and want out. I was told, "this isn't how we operate." Even the project manager was embarrassed by the unprofessional nature of the whole thing. Bottom line- BE CAREFUL!
5 years ago
D Chin Flushing, NY
I wish I could give them zero stars. Solar array was disassembled on 12/26/18, and today 5/4/19 the panels are still sitting in my driveway. Workmen came on 4/16/19, did some work, but due to winds could not put the panels back on my roof. Next available appointment is 5/22/19. That puts it close to 5 months down. hopefully it's not a windy day or it'll probably another month of waiting.
My panels were put back into service on 5/22/19 after being down since 12/26, 2018, at that time it was discovered that a meter connected to my system was not working. Since then Sunrun has scheduled 2 appointments that they did not show up for. Sunrun has no time frame when they will have the part or when the repair will be finished. Until the system is fully repaired I can not get a settlement for the almost 5 months of down time.
5 years ago
David Wada Lihue, HI
I leased a 83 panel unit for $55K, 4 1/2 years ago. This is a 20 year lease program. The first full year of installation I got a rebate from the electric company for $900. The second and third year, I kind of broke even. The forth year the panels were not work properly, so I ended paying for electric in the winter months. They then said all panels needed to be replaced. 6 months ago in installed 2 Tesler batteries. The company I used, was the same person who sold me the sunrun panels but worked for another company now. Sun run left our island and so did the techs. While they were installing they also confirmed that the panels needed replacement. They also notified Sunrun that 3 of the 4 inverters were turned off because it was not working. For over 6 months my unit has been working with just one inverter on or 25% production and the two batteries. I now have $300 monthly electric bills. They now claim it is the fault of the Tesler batteries. How can that be? Don't have to be a genius to figure out why it it not working, 75% of the unit is switched off because the panels are faulty. They are not replying to my questions and seemed to have abandoned their system. Very bad service.
If you are in Hawaii, Haleakala Solar does a better job.
5 years ago
Bobbie maguire Neptune City, NJ
I am beyond upset with the customer service that Sunrun has not provided me. Sunrun failed to seal holes into my inverter unit and when wasps made their home inside the electric inverter I was told Sunrun does not come and take care of it. How am I as a homeowner responsible for opening a electrical panel that is not my equipment nor have knowledge of opening such a unit. But none the less I was told to bad hire a exterminator to the tune of several hundred dollars. I would understand if the wasps built on outside of unit but they did not a hole was left in bottom of inverter that was not closed off. I felt Sunrun should take responsibility. They would not. I have video of wasps entering said hole and still they said they would not help me. I would not recommend Sunrun as a solar company if they leave people hanging like that. I have two dogs who play in yard next to those inverters and was less than pleased about their unwillingness to help not to mention how am I to know what type of shock I could get from opening up a sealed electrical unit . Seriously regretting my decision to use Sunrun
5 years ago
Rick Shipley Las Vegas, NV
A little over 2 years ago I purchased a new home. I had considered solar and a Sunrun rep came knocking on my door one day offering a system that would reduce my power bill by 97% with no money down and low monthly lease rates. This all sounded great but the system the salesman tried showing me first was like 4 or 5 solar panels. I voiced my concerns that it wouldn't generate enough power and he came back some time later with a 10 panel system and said that I would be set to save 97% off of my power bill.
After the system was installed, I was paying MORE with Sunrun on my house than going with only NV Energy...I was shocked and dismayed. I got a lesson in solar and how it works from NV Energy and they informed me just two months after having Sunrun installed, is too small to offset my power bill by any significant amount. I called Sunrun right away to voice my concerns and they told me that couldn't do anything for me until I hit the 1 year mark to do a "Savings Analysis".....
It's been over a year and the system saved me $26.83 for the whole year, next year the amount of the lease goes up and I will save absolutely nothing and as the Sunrun lease goes up in price every year, I will be PAYING to have Sunrun on my home for 20 years.
Keep in mind that my power bill WITH a solar rate was $1,227.11 for the year and saving 97% of that does not equal out to be $26.83
According to Sunrun's "Savings Analysis" they feel that they have fulfilled their end of the contract (a contract that I did not sign I have to mention). They "make no claims of saving customers money" and the customer has no recourse or action even when it is clear they sold me into a bad deal.
The representatives from Sunrun were deceptive from the beginning, their Customer Service is not committed to helping their customers and unless you know everything about solar before talking to them, they will take advantage of you by talking you into a system that will not have a significant impact on your power bill but you will be paying on for 20+years.
I would say stay away from Sunrun because deceptive business practices, forgery and an unwillingness to make things right for their customers.
5 years ago
Larry Merced, CA
I would rate Sunrun negative if I could. Sunrun made me sign the transfer agreement when I was buying the house but it never provide me with the original agreement signed between Sunrun and the previous owner several months after I moved into the house. When I found out the rates were too high, Sunrun admitted it was too high and did some adjustment . However Sunrun now wanted to increase my rates and provided some figures based on their calculation which is questionable. I feel very frustrated because Sunrun reps were just not listening to my story. I hope someone at Sunrun cares about its customers and would be sincere in resolving the issue.
5 years ago
Megan Telford, PA
They will not get my business because they were rude and pushy! They contacted me and I asked to view their website and discuss with my husband. I said to give me a week initially and they got pushy wanting to give me a quote. I said that I will check out their website, discuss with my husband and then contact them. This was yesterday. The woman tried to insist on getting my information and I firmly said that I will not even entertain the idea if you don't stop pushing... well today I had 2 texts and 4 missed calls. My phone kept going off during a procedure! NOW YOU LOST MY BUSINESS AND I WILL NOT BE REFERRING.
5 years ago
michele lomangino Staten Island, NY
I couldn't be more unhappy with this company! The reason we decided to sign up with this solar company is because their salesman assured us that if there were any issues with our system, it would be fixed immidently. This couldn't be more further from the truth. Two days after my panels were turned on, an error message appeared. We called the company to let them know. We were told that someone would call us back in two days. Two days later we were given an appointment for two WEEKS later! I put in a complaint to speak to a supervisor to address the fact that my system will not be looked at for two weeks. Not only did no one call me back, no one came to look at my system on my appointment date! When I called to speak to a supervisor I was finally given an appointment a week later. The person who came did not call us with any information. The next day the error light was on a again. That was June 6th. Today is June 12, still no word from SunRUn. When I complained about this to the supervisor I was told that he was unable to fix the problem and needed to come back with more people to help him. I asked when that appointment would be. I was then told that my expectations were too high for having the system fixed in a timely manner. I was told that they are a California based company and have little manpower in NY. That is the complete opposite of what I was told when I signed up. I still have no appointment date for when someone is going to fix my machine. My husband has had to reset the system everyday for the month that we had it. Stay away from this company!
5 years ago
Michael W. Bakersfield, CA
Sunday, May 12, 2019, our Nest thermostat indicated a problem with power supply to our A/C unit. Checked our new electrical service panel. A circuit breaker for the A/C unit electrical power was tripped and would not reset. Thereafter, discovered that the breaker in the NEW electrical service panel, installed by SunRun/Infinity around August of 2018, was not properly installed!!!!
The circuit breaker terminal for the A/C was LOOSE causing a dead short.
A number of other circuit breaker terminal screws were LOOSE as well.
Additionally, the breaker for the A/C unit, installed with the new electrical service, is a 70 AMP breaker. The A/C unit technical specifications plate, clearly and permanently installed on the A/C unit, calls for no more than 50 AMPS. Our electrical service circuit breaker for the A/C unit installed by Infinity/SunRun, is up sized 20 AMPs more than CODE.
NEVER UP SIZE A CIRCUIT BREAKER
Up-sizing a circuit breaker or fuse will cause the circuit wiring to over heat.
Overheated electrical wiring will create a serious fire hazard.
Overheated electrical wiring could easily result in a serious fire!
ANY electrical issue with our A/C unit that increases the amperage load would have to exceed 70 amps instead of the CODE value of 50 amps. That can result in enormous overheating AND FIRE. As soon and possible, arrangements will be made with our electrical contractor to change the breaker to CODE.
Monday, May 13, 2019, called the SunRun customer service line (posted on our new electrical service) at 855-478-6786. They committed to having someone contact me by email and/or sending a local technician, if in the area. Provided my email address,/phone. Did not receive a call or follow up on Monday or Tuesday or any day since.
May 13, 2019, called our trusted A/C contractor, who, on Wednesday, May 14, 2019, analyzed the problem, tightened the terminal screws and recommended installing a 50 AMP circuit breaker.
Today, Wednesday, May 15, 2019, chatted with the online customer service rep who committed to having a service manager/tech call me. Told online customer service rep not to bother; I will have this fixed at my own expense. If they want to contact me so I can show them video and documentation, fine. For the time being, SunRun and Infinity services credibility is cratered, gone, finished.
Loose circuit breaker terminals, up sized circuit breakers. To some, may not seem to be worth complaining about. If you know the dangers of over sized circuit breakers AND loose terminal connections; if you realize that your house could be subject to dangerous overheated wiring and electrical devices, your hair would be on fire too.
5 years ago
James
More knowledgeable staff regarding layouts, online interaction was great. Seamless integration from sales force to order stage. Awesome working through Costco for the sales.
5 years ago
Donald J. Midlothian, IL
Sun Run jobs out the install to various companies. In October of 2018 the installers began installing our solar panels on our garage. And while that was in progress the the grid hookup was being readied for final connection. So until now everything was going well. It was what happened next that began the downward spiral. The installer presented me with a manifest for my signature to sign off on. It was at this time I asked; what about the solar panels that are supposed to be installed on the house. It was getting late at point and the installer informed me that, they would be out next week. Since it was a Friday I agreed to allow then to return and complete the task. So I signed off on what had been completed. Little did I know that that particular company was to no longer doing installs for Sun Run. Our salesman informed us that following week. So as time went on we stayed in contact with our sales rep. He continued to a sure us that the panels would be installed. Well winter set in and one reason or another, the panels still had not been installed. It is now March 04th 2019 I received a phone call asking me, what would be a good time to come out and install our panels. We set a date for March 19th 2019. On March 5th Sun Run sent me a cancellation email. I called the number that they gave to call if there had been an error in the cancellation. I called our sales rep. as well as Sun Run. Everyone told us that the cancellation should not have happened. So phone call after phone has lead me to the same answer from Sun Run."you didn't cancel, that should not have happened". I've called our salesman so many times that, now he no longer communicates with us. All we want is our solar panels installed as agreed upon. And the money that is owed us for the referrals. It seems like no one wants to even attempt to complete the agreement.
5 years ago
Brent Houston, TX
I spoke initially with one salesman. He seemed professional and was willing to provide information. I have done extensive independent research. When it came down to pricing he simply refused to give me the pricing for the different options, and was really only interested in pushing me into the leasing option. Finally, after arguing with him to end the call and email me the information he said he would. After a week and not receiving any information about the different purchase options I called and a new salesmen, contacted me. He was only slightly better. Still wanted to push me into the lease program even after being informed I wanted pricing information for all options prior to the meeting he did not have that information. I understand SunRun has a business model of essentially building it's own grid keeping ownership of the equipment and receiving the tax benefits. But when I tell a salesman I am interested in owning the equipment myself I expect that information to be provided, and not have to fight with a salesman to get the information. I understand solar is expensive and am not going to be shocked by the price tag. The company seems automatically shady when salesman actively try to hide the ball. Also the salesmen pushed meeting times assuming I was available when they did not realize they had another meeting, and on one meeting I never even received a call. Very unprofessional company in my opinion.
5 years ago
Reply from Sunrun
Thank you for your feedback, Brent. We certainly can understand your frustration with the lack of communication you've encountered. On average the total cost of solar installation can be between $15,000 to $29,000 for average sized systems sized between 4kW and 8kW.2 Sunrun solar lets you get started for as little as $0 down and helps you lower your electric bill. If you want to own your system, we do that too. If you choose to buy your system, the graph shows an average breakdown of costs of residential solar panel installation.
Apr. 18th, 2019
David Larsen Phoenix, AZ
Sunrun is either a very dishonest company, incompetent, or both. First of all, let's address the nondisclosures. Prior to my agreement with Sunrun, I had a flat payment plan with APS of $154 monthly. I paid a flat fee of only .13/kWh any time of the day. No one in Sunrun or with APS ever bothered to mention that once I connected with Sunrun I would lose my flat rate. Now electricity from APS costs me more than 4 times the .13/kWh rate between the hours of 3 & 8 p.m. Needless to say, those are the hours I need it most. In addition, the Sunrun rep told me that my lease fee would be a flat rate of $117/month, a presumed savings of nearly $40/month. They even bated me with the notion that I would be generating more electricity than I would be using, and APS would have to PAY me for the excess. In reality, in the winter months when my actual bills used to run less than $90/month, when I use no A.C. and very little heat, my actual APS bills have still been over $70/month ON TOP OF the $117/monthly lease. And, oh yes, they also failed to mention all the fees charged by APS in the transfer and monthly thereafter. And even though it may seem minor, they further failed to mention that the only way to achieve the $117/month fee is to set up automatic withdrawals from your checking account, or there's another $7.50 monthly charge on top of everything else. Those automatic payments, by the way, are not always convenient because I get paid biweekly and my paychecks do not always fall during the same time of the month. My actual electric bills in the summer used to be in the $300/month range (though I was able to pay $154 on the level pay plan) so I shudder to think what my new bills will be when I'm now paying a total of close to $200/month in the winter months when I use the very least electricity of the year. To top it off, it took Sunrun nearly 3 months longer to get my electricity switched over to solar than they initially indicated. And don't forget, if you go with the 20-year lease plan as I did, at the end of the process, Sunrun still owns the panels and you have nothing to show for your purchase but higher electric bills, and less convenient hours of usage. Knowing what I know now, I would never have signed the agreement. Never.
5 years ago
Reply from Sunrun
Thank you for your communication David L. We are saddened to hear you are not satisfied with your experience. Please private message us your contact information, we want to take the opportunity to turn this experience around.
Apr. 18th, 2019
Jeff D Scottsdale, AZ
Lesson learned. If you prepay your entire array, sunrun has no incentive to service you.
I had a small array, about 25 panels installed. Sunrun was the ongoing service provider. After 2 years, I’d lost nearly half of the panels. I called and called. It finally took an attorney to remind sunrun of their contractual service obligations. It was a 6 month grind of a service call that took a day to replace some cables. I can’t believe so many here have good things to say about their service. Perhaps it’s because being prepaid, there was no ongoing revenue, only liability and sunrun paid little to no attention to what the contract stated.
If you’re going to prepay, be careful with your solar company not
5 years ago
Reply from Sunrun
Hello Jeff D. Thank you for your communication in regards to your product type. Prepaid has many benefits, you prepay for the energy upfront and Sunrun still monitors and maintains the system for the life of the agreement. We apologize if your system was experiencing service issues, we would like to review this with you in detail. Please provide us your contact information and a Specialist will reach out to you.
Mar. 27th, 2019
Brian Hopedale, MA
Our ordeal started with Sunrun late July 2018. We were accepted the proposal of 41 panels and was told 3-4 months top before activating. It is now March 1,2019 and our panels are on the roof but are still not activated, almost 7 months later. Email the Rep and the electric company is blamed and does not seem to care. He is very good with a politically correct response. So far I have no idea if and when our panels will be activated. I have friends who work for Sunrun which is why we choose them, we are beginning to regret that decision. I have friends who went with another company in Massachusetts and started their project well after we started and are up and running. At this moment we are very disappointed with Sunrun!
5 years ago
Reply from Sunrun
Hello, we are extremely saddened to hear this was your experience. This is not how we do business. We will share this experience with our leadership team, thank you for your communication.
Mar. 5th, 2019
Rick Pleasanton, CA
Six years ago we signed up and before long I had 13 panels on my roof…and a hole in the wall of my garage above the fuse panel. “We’ll be back to patch that next week, Sir.” Still waiting by the way…
To their credit, my system was tailored to our roof. Each panel had its own inverter, rather than having all the panels feed to a single inverter. That way, when the shade of our neighbor’s trees blocked a panel or two, the system still made power. Sounded great in theory. But here’s how it all works:
I used to pay around $200 a month to PG&E. That included power and a little gas, like most people. Now, I pay a minimum fee to PG&E, around $50, which still includes a little gas, and about $105 to Sunrun. Sounds great, right? Not so fast. Then comes the “True Up.”
You see, at the end of the year you have to pay PG&E for the extra power you used over the course of the year, IE the power you used beyond what your panels made for you and this is paid in ONE BULK PAYMENT…during the holidays no less. First year, my true up was nearly $800!!! This year, more than $1700 !! Oh you must use more power, you say? Actually, NO! Its because I STILL have to pay the rising cost of PG&E because my Sunrun system is GROSSLY under powered. How bad, you ask???
Right after the system was installed, my youngest child started school and my wife became a full time teacher. So there was no one home during the day anymore using the heater, lights, TV, etc, which amounted to using less power than the prior 12 months of PG&E usage that Sunrun had used to size my system prior to install. AND STILL, its never made enough power to accommodate our monthly usage, let alone “spin the meter backwards.” BUT WAIT, it gets better!
In 2016, I tore out 1200 feet of carpet and laminate flooring in favor of hardwood floors. To do so, we spent a month living with my parents, spending our weekends tearing out the old flooring, carpet tacks, etc. This meant we UNPLUGGED our appliances so we could gut the house, repaint, etc. In the month I DIDN’T EVEN LIVE HERE, I STILL DID NOT MAKE ENOUGH POWER and added to my True Up!!
So here I am, stuck with a Sunrun system that costs me more money every year, serviced by a company who WILL DO NOTHING to fix the problem, because I’m under contract and THEIR STILL GETTING PAID.
5 years ago
Reply from Sunrun
Hello, Rick, we are so sorry to hear about your experience this is not the Sunrun norm. Please private message us your contact information, we want to take the time to review your case and make this right! We want our customers to be happy, you are doing a great thing by helping us create a planet run by the sun. If there are any issues we want to help you!
Mar. 19th, 2019
Robert Smith Colorado City, CO
Caller explained system and asked my a number of questions with the last being, "What is your monthly bill." I told him and he said, "That is below our threshold for a system that will pay for itself" or close to those words. He thanked me and we both hung up. A waste of both our time. You should have a "N/A" choice beside 1, 5 & 6
5 years ago
Reply from Sunrun
Hello Robert S. Thank you for initially taking the time to provide us your information. We know that time is valuable and we appreciate every minute. If you would like for look over your opportunity once more feel free to private message me your contact information.
Feb. 20th, 2019
Tim Sun City West, AZ
When I asked what I needed to do to transfer my lease I was told the Buyer & I both needed to sign & date a intent To transfer form. that was done on November 24th & Faxed by the title company the next day. Sun Run said the transfer process is fast & easy 2 or 3 days to complete. NOT!! After several phone conversations with Sun Run I was told that they couldn't find some of the information from the title company & I should postpone my closing till they got the paper work done. Really!!! It was a cash sale & the only stipulation was I needed to close in 30 days so they would be in for Christmas. Everything was completed except Sun Run couldn't do the title transfer in 25 days. What happened to very easy in 2 or 3 days Sun Run?? transfer completed on January 3rd. Then Sun Run Wanted me to pay the lease through 15th of January because they can only bill for the 15th or 31st. Figure that out. I give Sun Run F- not good service for me. I won't be doing any more business with Sun Run.
5 years ago
Reply from Sunrun
Thank you for your feedback, Tim. Our aim is to provide a customer experience that meets your expectations! We are so saddened to hear this was your experience with our Service Transfer team. This is not the Sunrun norm and will be sharing your experience with our leadership team.
Jan. 25th, 2019
Jerome McEvilly Algonquin, IL
Before we signed up with Sunrun, we were assured by two different employees that our Sunrun bill being $63.00 and our electric bill averaging $18.00, for a total of $83.00 a month.
We were also assured that signing up to transition to solar (in October in Illinois) would not affect our bill, that we would start earning credits as soon as it was turned on.
Our November bill from Sunrun was $63.00 and our electric bill was $91.00.
When we called Sunrun, we were told that we would continue to have higher bills because we don't have a lot of sunny days during the winter in Illinois. This is not what we signed up for. We are now paying $20.00 a month MORE with solar!
When my husband spoke to Mario, a supervisor at Sunrun, he was told "Obviously, you are not liking what I am telling you, so I will not escalate your request any further".
When my husband said that we should have waited until Spring, Mario's response was "There's never a good time to start up, it takes a while to start earning credits".
So sorry we made this decision! BUYER BEWARE!
6 years ago
Reply from Sunrun
Thank you for your feedback. This is not the Sunrun norm and we are saddened to hear this was your experience. We will share your feedback with our sales leadership team. If you would like to review the issue in detail, please feel free to private message us.
Dec. 26th, 2018
Alison Mountain View, CA
I purchased from REC solar in 2006 a 3.3KEV system.
Fronius inverter quit after 5 years and got replaced after a week. Another 2 years later inverter quite again this time one board was replaced.
Now 2018 inverter quit again with error 475- "replace me"
I now found out that SunRun is the company I have to deal with.
After 2 weeks of calls and no records in their system beside my home phone number I'm giving up. Promising calls through a third party and creating my online account with no information, I conclude like others that their customer service is very poor.
I purchased a new Inverter through a different company but now also found out that 2 of my panels are not performing and should be a warranty issue for SHARP. You think that your original installer would work with you on this.
But again no phone and service requests returned from SunRun.
I'm on my own again.
6 years ago
Reply from Sunrun
Hello Alison. We are so sorry to hear this has been your experience, this is not the Sunrun norm. We want to make sure we are addressing your service issues in a timely manner. As well as making sure we have seamless communication with you. The manufacturer warranties are 3rd parties we work with and we apologized if there were delays caused because of this. Feel free to provide us with your contact information and we can further investigate this!
Dec. 19th, 2018
Bob Lobach Morgan Hill, CA
As someone else said, RUN away from Sunrun. I have been waiting Since October of 2018 for a new inverter. No one ever calls back, I have called the manager in my area, she knows nothing, the service people will not talk to you, you have to go through a third party, this person wants you to sign a contract, but cannot tell me what or why I am buying a certain product, and I am told only the service department can tell me about the inverter, however, I cannot talk to the service department I can only talk with the third party. I have also called Denver and San Francisco, the headquarters. No help, no luck, all they care about is the big money for the sales, after that your on your own.
6 years ago
Reply from Sunrun
Hello Bob L. Thank you for your communication, we are currently working on finding a replacement inverter. We want to make sure it is compatible with the existing system. Jay your Case Manager called you and left a message December the 3rd to give you updated information. I will let him know to reach back out. We are so sorry about the delays. This is not the Sunrun norm.
Dec. 14th, 2018
Glen The Bronx, NY
Solar leasing is a modern-day pirate operation as for my experience with Sunrun I bought my home and took over the lease from the previous owner big mistake beware anyone looking to buy a house with solar install that’s being lease. You might just be picking up a leasing bill that has absolutely no benefit to you once these systems are already setup and installed. I never seen saving in anyway in five years. I show my neighbors and anyone who ask me about my solar my lease bill and electric bill. They are shock that they pay less than me. The best explanation I got according to Sunrun representative for why I might not be seeing savings is because the system was not designed for me but the previous home owner. I am activity inquiring ways to benefit and save. The best option would be to add a battery or power storage to my solar according to third party solar contractors I spoke with. The best sun-run can do according to a representative I spoke to is offer me another lease because they won’t add a battery to the system I have, but I can do so using a third party which would void my warranty according to their customer representative. Solar leasing business clearly isn’t an operation grounded on satisfying consumers but stricken to profit because form my research they are buttery / power storage systems that come ready to be integrated into older solar system. From my personal point Sunrun don’t want me to save because they own the right to sell the power produce by the solar I am leasing from them which is then sold back to me by the same power company they are selling the power to. Solar leasing needs regulation!!. Leasing companies holding the right to sell is not good for consumers. VERY UNSATISFIED CUSTOMER there would have been no star for this post if I was not forced to select one.
I sincerely write this review I inform. At the time when I bought my home there was not much information out there for me to properly assess the idea of buying my home with solar installed I took a chance. Am fortunate that I can carry the extra cost to my finance.
6 years ago
Reply from Sunrun
Thank you for your communication, Glen. We can understand that you feel frustrated with the current savings you are receiving after purchasing a home that already had solar installed. Moving is already stressful enough, we understand the way you feel. We want to apologize for any inconveniences caused during your Service Transfer. Even if the system was not designed to your specific usage it's still beneficial due to the following reasons; you're creating a better environment, and second, even if the system is not big enough to cover your usage 100%, you are still saving. You're saving because the kilowatts Sunrun produces are priced at a lower rate than the utility company's rate. Due to the system warranties we highly recommend you do not add 3rd party equipment. It would void the manufacturer warranties, as well as our warranties. This is due to Sunrun maintaining the system for the life of the agreement(20 years). We also want to address your concerns on how the energy is sold back to the grid. Once you go solar, your utility company will begin billing you as a "net energy metering" (NEM) customer. This means instead of billing you for all of your electricity usages, your utility will 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. What we recommend is to run a savings analysis at the end of the solar year. Please private message us and we can answer your questions in detail.
Dec. 13th, 2018
Dina Ritz
Everything started out fine and we've been going through the preliminaries for the installation. Prices were good, people were great. Then a month later after the roof is inspected they call and say they can't get approval for a solar roof on our house because there isn't enough room. They could have said that in the beginning instead of waiting weeks to tell us and then calling it off. Incidentally, no other solar company (out of four we have had inspect) has said there isn't enough room, just Sunrun. They sat in our living room and did the mockup and had no problems then so there should have been no problem.
6 years ago
lnahigian Murrieta, CA
Sunrun replied to my earlier comment, and I am respinding. As stated, I wanted to read the contract, but was discouraged from doing so. The contract states it only covers about 80% of the average utilities that were being used, so we still ended up paying electrical bills. A big part of going solar was to save money, but an increase of 5% per year means that my solar payments will be more than double by the end of the contract, and it is a lease. That screws us because at the end of this horrible contract, we won't own the system, plus, by leasing the system, Sunrun collects the rebates. The practices during this process were shady at best. The people who gave Sunrun high marks clearly haven't read their contracts and are only reflecting on a smooth salesman. If this system allowed a 0 rating (or negative), I would do it. I've owned homes for 23 years, and my electrical costs have not increased at the rate this solar contract will increase. THIS IS COSTING ME MORE MONEY THAN I WOULD SPEND WITHOUT SOLAR. Not only will I never recommend Sunrun, but I will tell people to avoid Sunrun at all cost. They are a rip off. On a final note, this system is attached to our jointly owned home, so this contract should never have been completed with only my husband's signature, but Sunrun has found a way to circumvent this, too, which just adds to their deceptive practices. The customer service department was not at all helpful with resolving this.
6 years ago
Reply from Sunrun
Helloo Inahigian, thank you for your feedback. We apologize you were not reached out too, this is not the Sunrun norm. Your Sunrun rate is lower than that of your utility, that means you'd be paying even more for your current usage without solar now and in the long term of your solar lease. Our aim is to provide a customer experience that meets your expectations! This begins with our unwavering dedication to make sure the agreement transparent as well as our solar rates.
Oct. 16th, 2018
David Kiefer Chandler, AZ
I am still trying to get Sunrun to get my system producing power as it should. During installation the foreman stated there was a problem and he would have to come back and sort it out. That was one and a half months ago. Since then the utility company signed off on the installation but the system is only producing about 25% of the power it should. One inverter won't come on at all and one is producing about half the power it should. It appears Sunrun is stretched too thin and we have not been able to get anyone out to look at the system after one month of complaining. We get a lot of calls from the salesman, project manager and installation coordinators but no one has actually showed up to fix the system.
6 years ago
Reply from Sunrun
Thank you for your feedback. This is not the Sunrun norm and we are saddened to hear this was your experience. We will share your feedback with our sales leadership team. If you would like to review the issue in detail, please feel free to private message us.
Nov. 17th, 2018
gina Herbert Dallas, TX
I started the process with this company and was told by my salesman Darren in June that my electrical panels would be done and the repairs regarding, also I would be given back my money regarding the switch fee for the power company. This has not happened. I was also told that I could contact customer service any time for help or questions. This is not accurate at all. Like I said my process started and June last month they finally finished the repairs last month. This only happened because I had to go to Costco and request that they contact sunrun. I called my sales man Darren from June until our last communication in August 9th. He didn't contact me again until I refused to have the panels installed. Before that when trying to reach sunrun after months of emails, calls and unanswered texts. I was contacted by someone named Jill who was the rudest person on the planet she in essence told me that I would not be refunded the the change fee at all. So I was lied to and in essence when they thought my sale was in the bag I was a viable Customer after I signed the contract I didn't matter. My biggest issue is what happens when the panels are installed who do I call. Because the 800 number doesn't work and neither does the emal.?
6 years ago
Reply from Sunrun
Thank you for your communication Gina. We are saddened to hear you've had this experience, and this is not the Sunrun norm. Our aim is to provide a customer experience that meets your expectations! This begins with our unwavering dedication to make sure your questions are addressed. Thank you for taking the time to leave this review.
Nov. 17th, 2018
Chris Kailua, HI
I was pitched a prepaid lease that sounded pretty good. I was promised that Sunrun would replace the batteries at 10 years, that if I moved they would relocate the system to a new house at no charge, and because it was prepaid, I could get ownership of the system at no cost. All of which , after finally seeing the contract I found they were all lies. I asked no less than 15 times about these promises. If you're a sales rep, and someone questions you that much, I would think you would prove your word in writing. I can only assume he was being deliberately decietful. Too many reputable options out there to choose a company that exibits such low moral character.
6 years ago
Reply from Sunrun
Hello Chris. We apologize you were not reached out too, this is not the Sunrun norm. Please feel free to private message your contact information, or go to there's a chat team online that can assist.
Oct. 30th, 2018
louis raggio Scottsdale, AZ
I would like to warn everyone that this company has by far the worst customer service of ever experienced. I was promised one 4 separate time that they would come to my home to discuss solar and every time they would not show up to my apt. They are horible at returning phone calls. I can say that I would recommend anyone looking for solar to contact custom solar. They came out on my first request. They answered all my questions and did so timely and were very polite. Unlike this company that blamed me for them not showing up stating bc the rep had a personal matter that she couldnt make the apts that I was at fault. How a customer can be responsible was luscious and in the end I'm glad they did me the favor of never buying my system from them as i have since read there reviews and feel they are a horible company.
6 years ago
Reply from Sunrun
Hello, Louis R.Thanks for your feedback. We really hate to hear this. We always pride ourselves on contacting and helping our customers. Please private message us your contact information, and we will have a Specialist reach out to you.
Oct. 23rd, 2018
Erin Fasano Ridge, NY
For about 5 months Sunrun has refused to fix an installation error that has caused our solar power to bypass our home panel, and go right into the “grid.” Our actual home is not receiving solar power. It took until about 2 weeks ago for them to even acknowledge that there might be a problem, and to have a tech come look at our system. The tech found the issue and we were given an appointment for service. No one came. We called. Still, no one came. We’ve been making our monthly payments and receiving no solar power to our home. We pay our regularly priced electric bill PLUS the Sunrun bill. The next call will be from our lawyer. We have been paying for a product we did not receive.
6 years ago
Reply from Sunrun
Hello Eric, We certainly hate to hear this. We want to help with your situation and initiate our goal of providing a positive customer experience. We have shared your experience with our leadership team. Please feel free to message us your contact information.
Oct. 23rd, 2018
eric l roberts
We are having a truly terrible experience with Sunrun. Here is all you need to know: after buying a $36,000 system that is rated to 10k our bill this month was....wait for it, $3,242 dollars. What they don't tell you is that when your systems under performs for any reason that they do not tell you or fix it. In our case our system under performed due to a broken inverter for 12 months. At the end of the year Edison gives you a supplemental bill. Specifically I am trying to work with Mayte C. I have called her a total of 27 times with no phone call back. I have also tried Kaila S. She gave me a "guarantee" that Sunrun would give us a rebate when the system underperforms. My plan is to make everyone aware of what a bait and switch this company is.
6 years ago
Reply from Sunrun
Hello Eric, thank you for your communication. We see your system is customer owned, with customer-owned systems, the customer is responsible to monitor their system. It's disheartening to hear you were provided incorrect information in regards to the performance guarantee we apologize. Please reference your agreement where you will see this information is outlined. At this time we have a Specialist looking over your case. We see that the representative working with you is keep constant communication. Please feel free to private message me for more details.
Oct. 19th, 2018
Akema Newark, DE
When we initially installed the solar panels, we knew we weren't staying in our home forever. We specifically checked about transfer of the contract or what to do in the event of selling/moving. We were told repeatedly that this would not be a problem and that SunRun would work with the new owners to transfer everything to the buyers. We were told that if the buyers qualified for a mortgage and were approved to buy the house, they would not be turned away. Low and behold, 3 days from closing, guess what? Sunrun will not approve the buyers to take over the lease. We have to buy out the remainder of the contract? These are buyers with good credit and had absolutely no problem securing a mortgage. DO NOT use Sunrun unless you are absolutely sure you are not moving for any unforeseeable reason. Completely appalled by the outright lies repeatedly given to us through this process. Our new home has a high solar potential and after this experience there is no way we will ever consider contracting with Sunrun again.
6 years ago
Reply from Sunrun
Hello Akema, thank you for reaching out. We are so sorry to hear that the service process has not been a seamless process. Can you please provide me your contact information in a private message so we can reach your service transfer coordinator? This is not the Sunrun norm, and we want to take the opportunity to turn things around!
Oct. 10th, 2018
Charles Marcelonis Plainville, MA
Do not sign a contract with this company. Salesman lied to me. Told me system would produce enough solar energy to power my home. I am paying more for electricity now that I have installed this system. After reviewing prior National grid bills, although I may have used 400 KWh less It actually costs me more after figuring in the Sun Run charge of $112.93 per month. This charge goes up every year. Furthermore this company charged me for the 1st 3 months when the system was not operational. They installed the system knowing that I had to much voltage coming into the house and it would not work. They assured me the problem would be taken care of. It was not. After paying for a product for 3 months that didn't work I only got their attention when I threatened to call the Atty Generals Office. Customer Service is horrible. I have been promised a call back by the supervisor handling this matter. I am still waiting for that call. I have called every month for the past 3 months and am told the same thing. I have decided to take this company to small claims court to recoup my $ that they deducted from my checking account for the months that their product was not working. Consumers beware! Do not make the huge mistake I made by contracting with this company.
6 years ago
Reply from Sunrun
Hello Charles, we are saddened to hear about your experience. This is not the Sunrun norm and we would like to review this in more detail with you. Please private message us your contact information and we will have a specialist reach out to you.
Oct. 10th, 2018
Scott Harris Las Vegas, NV
Very disappointed that with a $7,750 per month income [verifiable], monthly expenses of approximately $3,800 and a bankruptcy 8 years ago u decided not to finance my application. I guess my options are to go with another Solar Company. I am 100% disabled Vetnam Veteran, Retired Las Vegas Fire Department Investigator and get Social Security Benefits. Sorry u can't see my financial status.
6 years ago
Reply from Sunrun
Hello Scott H. We understand your savings, and payments are a concern. Keep in mind that the size of your utility bill is based on your usage. If your bill is higher than last year, you may be using more power than last year. Since your Sunrun rate is lower than that of your utility, that means you'd be paying even more for your current usage without solar. In other words, you're still saving. Thank you for reaching out with your concerns.
Sep. 28th, 2018
Gary Ushino Simi Valley, CA
The worst homeowner experience and the poorest decision I have ever made in my 23 years of owning my home was agreeing to have a Sunrun solar installation on my home! The system has NEVER paid off in significant $ savings in the 6 six years of Sunrun solar on our home. The solar energy production was supposed to keep us in Tier 1 with SoCal Edison billing. In the summers in Southern California, we are often reaching Tier 4 , 5 and 6! We get slammed by Edison in those months as well as the low energy production months of Winter. I also get nailed with huge $1000 to $1,300 bills at the end of the year by Edison.
I have frequently called and emailed with Sunrun to zero satisfaction. They have never helped me or offered to change the service agreement in any way. I have begged them to take the system off my roof or I will take it off myself and they can come and pick it up. They threatened me with a lawsuit if I touched the system or disabled it in any way. The worst of it is that I am locked into a 10 year contract with no way out! It is pure misleading advertising and sales LIES. Extremely unethical business practices, under-performing energy output and absolutely useless service.
They have never fulfilled a sales promise (lie) to clean and service the panels and electronics to make sure that the system is at full output efficiency. Not one time is 6 years.
It seems that only the customer is required to hold up their end of the agreement when you sign your contract with Sunrun. They provide pennies if any savings at all month to month or annually. I plan on selling my home and moving out of state within the next couple of years. I have great fear that the Sunrun system and horrible contracts will scare off potential buyers. And now that potential buyers can read about the Sunrun extortion experiences here, I am very afraid that I will never be able to sell my house!
I can't rate them less that 1 star. If I could, I would rate them 1/4 star. It is virtually impossible to feel good about helping to produce green solar energy for the environment. I feel like I am being punished for it. Thanks Sunrun, for taking advantage of the green energy movement to make so much money and ruining the green movement for so many. After reading all the bad reviews here, it is no wonder that Sunrun is rated #44 in customer star reviews. Sunrun is horrible! Run as far away as you can from Sunrun.
Sept. 24, 2018
Update: It has been 6 months from the last posted reply from Sunruns, Kimberly R. I have yet to be contacted by Sunrun via email, post or phone. I call BS on Sunrun customer service and satisfaction! BUYER BEWARE to be sure! As you can see by the Sunrun response that they show only pennies a month in savings and no where near worth the effort and frustration on our part. And certainly no where near the savings promises made at the time of the sale. If I can do only one thing here, it would be to try valiantly to save others from our fate dealing with this POS company and their fake promises and all out lies! To this date no one in over 6 years has come to clean the panels on our 2 story tall sloped roof. Promise (lie) at the time of sale was that Sunrun would come to our home once a year or once every 2 years depending on need to clean the panels because it was so dangerous. HA! I can plainly see from the next door neighbors yard that they are completely covered in dried on layer of LA desert dirt. That can't possibly be good for solar efficiency. I almost fell off of a ladder 2 stories up with a hose cleaning the panels off a couple of years ago. Screw that! Never again.
6 years ago
Reply from Sunrun
Hello Gary U. Thank you for the feedback, we can understand how important savings are to our customers when going solar. Having you feel like you are not saving is disheartening to us! We can run a savings analysis for you to determine what your savings are this time around. I researched your account and it looks like we ran an analysis for you in 2015, we determine your savings to be $2,362.56 with solar. If you would’ve had the utility company as the sole provider your total cost would’ve been 2,497.41. Looking over the analysis we also determined your usage increased.
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.
In either case, you will receive a net metering statement detailing your electricity usage, as well as any solar electricity credits you may have accrued each month (if you produced more electricity than you used). These credits will be incorporated into your utility bill, lowering your payment to the utility company. Please keep in mind that while the system may produce 400 kWh, some of that electricity is used immediately and your utility will only keep track of how much electricity is pushed back to their grid. This means that they will likely show a lower credit than the total production of the system.
In regards to selling your home, we have an amazing team that works with you and a buyer during a sale of a home. Our Service Transfer team is amazing!
Thank you for reaching out, I will send an email to inform you of what we need to run the analysis.
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.
In either case, you will receive a net metering statement detailing your electricity usage, as well as any solar electricity credits you may have accrued each month (if you produced more electricity than you used). These credits will be incorporated into your utility bill, lowering your payment to the utility company. Please keep in mind that while the system may produce 400 kWh, some of that electricity is used immediately and your utility will only keep track of how much electricity is pushed back to their grid. This means that they will likely show a lower credit than the total production of the system.
In regards to selling your home, we have an amazing team that works with you and a buyer during a sale of a home. Our Service Transfer team is amazing!
Thank you for reaching out, I will send an email to inform you of what we need to run the analysis.
Mar. 19th, 2018
Angus MacDonald Los Angeles, CA
Very polite.
When told that I had hired another company, he graciously wished me luck.
No pushy hard sell.
Would use them if I hadn't found another I preferred.
Recommended.
6 years ago
Reply from Sunrun
Thank you for sharing your fantastic experience with our sales representative. We appreciate your kind words. Thank you for helping create a better environment.
Sep. 24th, 2018
Reina Cardenas Coalinga, CA
Buyers beware when sunrun offers you additional panels they are actually selling you a second contract. Let me share with you what happened to me so it doesn't happen to you.
A representative from LGCY Powers / Sunrun came to my home told me that I would benefit with additional panels. Me not realizing that I would be singing a second contract the representative maybe believe that it was an ammendment to the original contract. Never did he state it was an additional contract.
Now I'm screwed I have 2 contracts 2 payments for the next 30 years. And now the company is playing stupid with me and will not void the second contract.
Can anyone help me with this issue or guide me to the appropriate people to speak with.
6 years ago
Reply from Sunrun
Hello Reina C. We are so sorry to hear you are having issues with your agreement. It sounds like the issue is with Legacy, they are a partner of ours. Have you tried escalating the matter with them? We can certainly take a look at what's going on. Feel free to private message us your contact information.
Sep. 21st, 2018
philip mazovec Mastic, NY
When the panels work they are fine. Its been four weeks and about 4 phone calls to customer service. My second dc generator arced and does not produce. Every time I call my ticket goes to high priority or so they say. No one has called to address this issue. I will be phoning again tomorrow. How can the field guys not even call me. Oh yea they are too busy installing panels and too understaffed to do repairs. No longer a fan. Boooooooo. Thumbs down.
6 years ago
Reply from Sunrun
Thanks for your feedback. We really hate to hear this. We always pride ourselves on contacting and helping our customers. Please private message us your contact information, and we will have a Specialist reach out to you.
Sep. 21st, 2018
