Sunrun Reviews

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.

***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!!

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.

Absolute worst company ever!!!!! Run. Please, if you have listen to any review, listen to this one. I have 24 panels on a 2200 square foot house, for just my wife and I. We pay $185 for the solar. We STILL get a yearly electric bill between $2200-$2500. So we average about $200/month in utilties plus the $185/month we lease the panels. That's almost $400 a month I pay between solar and electric. That's more than I paid when I didn't have solar panels!!!! Customer service is atrocious. Good luck getting anyone at that level to answer a question and no one will ever call you back at a higher level. I have called at least 40 times and been with them for six years. No one can tell me if the panels are ALL working. No one can tell me why my electric bills are still outrageous or even why I still get a bill with 24 panels on my roof. The one call I ever received back from these fools is from a salesman who told me I should get 8 more panels and a battery backup for an additional $110/month. Mark my works, STAY AWAY, STAY AWAY, STAY AWAY. Do you research and read the comments on this clown company. They consistently have worst reviews.

PLEASE READ IF YOU ARE CONSIDERING SUN RUN. I was introduced to Sun Run through Costco while in Home Depo. I have always trusted vendors that operate through these two companies as being thoroughly vetted. The salesman we met with told my family, "We may not be the cheapest, but we will make up for it with superior customer service ." My experience with Sun Run has been a nightmare. I built a brand-new home and hired Sun Run. The initial install was quoted for half a day. The crew was here for three, and when they left, they had only completed a partial install. The team blamed Sun Run for not supplying them with the necessary parts to complete the installation. An installation crew member explained that he was instructed to "make it work" with what they have. This resulted in the crew cutting untreated 2X4 slats in my driveway to secure solar panels. When the team left, I inspected what I could see from a neighboring lot. It is evident that some of the panels were diagonal and not in line with the others. I climbed a ladder to gain a closer look and found that three panels were not installed at all and were, in fact, just sitting on my roof. I retrieved one without getting on the roof but contacted Sun Run about the other two. It took two days before someone came out to inspect my complaint. These unsecured panels could have blown off at any time and injured someone. I submitted my findings to Sun Run, and they attempted damage control by sending a crew out unannounced. I only knew of their existence because I heard someone on my roof. By the time I confronted the crew, they had removed the two unsecured panels and filled the bed of a truck half full of broken tiles retrieved from the roof. The crew asked permission to enter my attic space to inspect the work of the previous crew. I allowed on the condition that they did not take any tools to cover up mistakes made by the last crew. While they were up there, they unplugged my security system. I can only guess they were hoping this would disable recording; however, this only disabled me from accessing the recordings remotely. Locally everything was still being stored. After seeing the wood and unsecured panels, I decided to hire a third-party home inspection company. What they found was beyond incompetence on Sun Run's behalf. After I submitted my finding, Sun Run sent another crew out. The gentleman who came out told me that he has been with Sun Run for 14 years, and mine was the worst install he has ever seen. We worked out an agreement that Sun Run would hire a nonaffiliated roofer to do any repairs before we continued the solar panel installation. Some days later, it started raining. My roof was full of missing tiles and numerous holes where the original crew attempted to tie into the trusses, missed and left the holes unfilled. My brand-new roof was leaking! I contacted Sun Run through their customer service number because they were ignoring my Emails. Sun Run sent a crew out to replace the missing tiles and stop any leaks. At this time, the crew leader informed me that the install job was unsalvageable. They took down everything the original crew had installed and replaced the broken tiles. They assured me that they would do what they were within the scope of their profession. Then the aforementioned unaffiliated roofer would come and make the repairs. The next day the roofer arrived and spent about an hour before leaving. I contacted Sun Run and asked for the report from the roofer. To this day, they have not given me the report. The solar panels have been stored in my garage for months now. Sun Run started my install in September, and it’s now mid-January. My driveway is permanently stained from the 'make it work" crew, and now I'm having to deal with their legal department because I want to cancel with them. They won't let my family out of the contract because they claim they already installed the same panels stored in my garage. I have filed with the R.O.C, and now I'm trying to warn everyone I can about my experience with Sun Run.

BUYER BEWARE! Our system has been down since May of last year. It's brand new only 1 year since installation! I am on Auto billing never late never missed !! They came to repair it and it is still off line right now! They have cancelled maintenance appointments without contacting me , so I sit at home waiting for them and lose money NOT being at work! Now I have a PG&E Net Energy Metering (NEM) over $1900.00 due on January 19th! How can I pay that?? I spent hours on the phone (ON HOLD!) and still no resolution, No new maintenance appointment, and still off line! They told be its MY responsibility because I purchased the system, as opposed to leasing it! WTF! Bad company all the way around! I went Green now I am in the RED! Notice the Auto respond to most all of these complaints? Pure Scam!

Wish I could put a zero. Currently have a leak in my roof where the solar is located. Reached out to Sunrun to have someone come out to do an inspection to see if the solar caused the leak or not. They pushed my inspection out a full month. What used to be a bubble in my ceiling is now a large crack allowing water to pour into my house when it rains. I can't even get someone to come remove the solar to do the repair myself. This is just causing more damage and increasing the risk of the ceiling collapsing on my kids. Appointment was supposed to be today. It is currently 4PM and no one has showed up.

We had solar panels installed via SunRun in July 2021. The process to begin with was a nightmare, which should have been our first clue to run in the other direction. However, we went through with the installation and the first month the panels were installed, we received the highest electric bill we have ever received in our home without panels. The bills continued to be high. We were told that having solar panels would save us money. We have called in for months now trying to get some help from SunRun. They are taking no responsibility saying that the panels are working fine and there is nothing they can do about it. They will not escalate the issue and they will not let us speak with anyone else when we call in. The calls always end or get disconnected after we have waited on hold for multiple hours to speak with them. This has become a full time job trying to resolve this. They are now demanding full payment of the solar panels. We filed a complaint with BBB and someone reached out to us (finally) from SunRun saying that our electricity usage has drastically increased since we had the panels installed. Nothing in our home as changed as far as electricity usage is concerned and we even have been more diligent about when we use certain appliances due to SunRun's recommendation. Our usage is still showing on their end at about 3x what it was previously. Again, no one is willing to help us resolve this issue and they are taking no responsibility on their part.

If I could give this company 0 stars, I would. After a month of good communication about doing a contract modification - to make payment of the modification through escrow - when we sold our house, we find out Sunrun didn't send the right transfer form to do the modification and created a whole nightmare after the transfer was completed. Getting in touch with anyone helpful is just as problematic. Our original service coordinator, Maria G, tried to cast blame on us for not filling out the right form, when the form we needed to fill out was never provided by her. Oh... And good luck trying to get through to a supervisor. We were finally put in touch with a different transfer coordinator, Vivian, who was the most pleasant and helpful person in this whole process (give this woman a raise) and got us taken care of. Because of all the difficulty and runaround received by just about everyone we spoke to, previous issues with getting a maintenance team to fix our inverter, and the constant "someone will be in touch in the next 24-88 hours" every single time we called, I've been telling everyone I know, in every state Sunrun services, to never hire them for anything. And we're military, so we know people all over the country. In addition, my realtor has also stated that they will not accept clients who have service with Sunrun. They have also passed this experience on to their colleagues and advised them to the same. So good luck in the future to those trying to sell their house.... Also working to see if it's possible to have the company blacklisted so they can't service military members in the future. I hope Sunrun burns to the ground. They'll only have Maria to blame. And then on top of that, they went and charged us for another full month of service when we only had partial service for the last month because of the transfer. We had 46.5 months of service and they charged us a whole extra month. My husband paid it just to never have to deal with them again, but it was a load of crap and he should have fought harder. Sunrun commented on my Google review asking me to contact them.... What exactly is emailing you going to accomplish? When it's obvious you don't give a crap about your customers. We absolutely NEVER want to have contact with anyone from your company again. Not in a million years.

I have had my solar unit insatalled for four months now, and Sunrun still will not activate it. Calls to the the corporate offices have given me excuse aftrer excuse as to why there is a delay. I have been given dates of expected activation on three occasions already. They have all passed one by one. I know if I call again I'll get a 4th. I was initially told that it would turn on 4-6 weeks after intallation. Again it is now 4 months and no sign of life from the unit that is just sitting on the roof. Reaching someone with knowledge about my system is impossible. Calling the toll free support line or reaching out via company email gives you the same answers over and over; they are without doubt pre-scripted excuses. Not sure where to turn from here. I know now that I have made the worst home decision since my 18 years of owning this home. Do not make the same mistake.

Entered into a 20 year lease with this company. Multiple problems with their installer. Including bad penetrations into my roof. Was told that my roof was stronger at the bad penetration sites, because repaired with metal plate. I asked for an extension on their 5 year warranty due to these issues. Was told that roofs will leak within 5 years of installation, so the answer was no. At just over the 5 year anniversary; my roof is leaking in 5 places. Sunrun reviewed my lease contract, and closed the case unresolved, because I was over 5 years. Their solution was to remove the panels replace my roof and reinstall the panels. All at my cost. Do the math ! I will replace my roof about 2 more times in the remaining 14 years with their success in no leaking roof. Oh, and did I mention. Sunrun will not guarantee the roof not to leak with the replacement of panels for even ONE DAY.

If I could give Sunrun a negative number of stars I would. I am an existing customer ( which matters little ) of Sunrun. I spoke with my agent to start the process of upgrading my system to include batteries, and correct an exposed conduit connection issue. I need a new roof so the plan was to install new roof once old panels were removed. The process involved new lease contract and associated documents as with initial install. Everything was going fine, until the schedule of removing the panels. This is when everything became a total cluster. Sunrun could not give me a firm date of removal, seams they only have one crew to handle Texas and New Mexico. The earliest date was five weeks, which would put my removal mid November since I started this process October 5th. After several calls (talking to customer service, which is a total waste of time ), emails, and text messages I finally get a date of December 6th for my panel removal. Well it's December 6th and no crew. I call Sunrun, and sure enough the call goes to customer service. I have to explain to agent the whole process start to finish as I have done literally dozens of times before, as you never get the same person . Today I am again trying to find out the status of my work order, only to find out that it may now be sometime in January for my removal. At this point I don't know if maybe cancelling my service all together, and going with a different provider would get the panels removed faster, since they belong to Sunrun. I still need to get my roof replaced, but can't till panels are remover, and there lies the rub.

Walk away! I've spent almost 2 years waiting for the solar system to be activated, no clear plan of activation offered as of today Nov. 16th 2021. Plenty of permitting and installation issues. I signed a lease agreement on 06/30/2020 where it clearly states that installation and utility interconnection will be completed within 60-120 days following the execution of the agreement. As of today, Nov. 16, 2021, our interconnection application has failed, and permitting has been denied. The county code department overseeing our project confirmed that the Sunrun engineers/architects have failed to submit additional documents requested on July 2021. We have written many emails to our project coordinator Joseph G and called him many times over the past several months with no response or action toward resolving our interconnection/permitting issues. We have made many calls to customer service with no resolve and no consistent attention to this problem. Everyone just keeps passing the ball.  We'd like to proceed with a cancellation of our agreement and have this contract dissolve but they refuse, taking no responsibility in this matter and binding us to an agreement they have violated themselves. I have yet to hear from a supervisor or executive to help in this matter, no resolve as of Nov 16th 2021. Do not give this solar company your business as they will not protect your consumer rights and have very poor service overall.

BAIT AND SWITCH!!!!! BEWARE!!!!! The sale person Sabrina R, LIED to get the sale. They will tell you that you will not have a utility bill and that you will only pay a low price a month to get the system on your roof and then you will receive a bill from them and your utility company for TWICE what you pay now!!! Then they will tell you need to give them a recording of the conversation you had with the sales person in your yard or there is nothing they can do!! DO NOT USE THIS COMPANY!!!!!! HORRIABLE!!!!!! If they come to your house RECORD every word that they say!!!! THEY LIE AND THEN IT COSTS YOU MONEY!!!!!! DO NOT FALL FOR THIS!!!!!!!

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

We had our Sunrun installed after purchasing via Costco in 2016. Up until July 20, 2021 all went well. When we received our July energy bill from Edison it was obvious something was wrong as we owed them $550.00. Our average monthly bill is usually a couple of dollars. We checked and discovered the solar system hadn't been working since July 20th. Sunrun advertises that if our system stops they will notify us as they receive notification from their system. That never happened. Since then, it is now October 5th our system still has not been fixed and we now owe Edison over $2000.00 I have notified Sunrun several times, received several service dates that have been ignored. We did have a Technician respond on September 9th and informed us the Invertor needed to be replaced and he ordered one. He told us that it should be in within 7-9 working days. As of Oct 5th we are still waiting. I have repeatedly called Sunrun and been jerked around by Sunrun Customer Care representatives who have not resolved our problem, not called us back as promised and scheduled new repair orders that were like original orders to determine the problem. Some of those never bothered to show up either. I am currently waiting for a Supervisor from Sunrun to call me back as they were "all in a meeting" when I requested to speak to one. It's no wonder Sunrun recently changed their CEO but so far with the same lack luster results.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Problems from start. We sign and pay for a upgrade panel. The day of installation they have the exactly same panel and try lying and bs me. After talking to a rude lady at sunrun who want to fors me to let them install. She even threaten me after her second threat of no electricity till after installation. I lost my temper and run them off. PGE restore my power later the day. After paperwork prove me right they honor it but add 4 weeks to installation. The installation was smooth. Then the next shocker 2 months later we need to pay for the system not producing and PGE for electricity. We call PGE who need paperwork. Back to sunrun and another week of headache it was sorted out From signing the papers in 09/30/2020 till panels produce 01/05/2021 five months later. Then come the next shocker Monitoring!!!! Promise when buying. You can login and monitor the system BIG FAT LIE!!!! Well all you can see is what the whole system was preducing yesterday. How is that monitoring ????? That is absolute no monitoring half of your system can be down or 2 panels are broken and you will not know it. According to Sunrun call center representative they themself can't monitor it in real time. Friends of mine can log into their system and see in real time every panel performance that is monitoring and that is what sunrun promis a BIG FAT LIE. That make the whole maintaining thing BS. This is the most dishonest industry I ever dealt with in my life. From out right lies to grossly false representation. After getting 4 quotes. We go with sunrun thinking that backing from costco mean something. It turn out not so much. We try get costco involved over the panel issue what a waste of time no help. We was on our own to fix it yourself. The monitoring turn out to be one of the grossly false representation we have to live with the most important function and the biggest reason I would not recommend Sunrun to no one

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

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

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

Where to define? Absolutely the worse experience still on going year 2. Installation took 5 months. Installed incorrectly and had to be reinstalled. Once on line, only produced 10% of expected but Sunrun doesn’t do a quality check to see if it’s producing as expected. They claim to monitor your system but in reality YOU monitor the system and let them notice if you see a problem! Finally producing “good enough” as I was told by customer service. Inverter failed 6 months later, and it was discovered my panels were wired incorrectly. Took 2 months to get a new one. No support from Sunrun with loss of production and having to pay power bills out of pocket since the incorrect wiring caused the failure. This summer I discovered critter guard was no properly installed and pigeons started nesting under the panels. Went on top of roof to discover I had a shattered panel, broken tiles and missing critter guard on sections. Over 30 broken or replacement tiles the incorrect color. Called and opened a case- what joke that it. Spoke with the case manger once and then poof. No reply to emails, calls, or even a follow up check. When I told him one of my panels was shattered, I was told the others are producing enough to compensate for it. I told him it was a brand new system and shouldn’t be shattered and once again told it’s good enough According to their standards. Had a tech come out and tell me my entire system was installed completely wrong. Which mostly like caused the shattered panel or ot eas dropped during second install. Sunrun no longer uses this company for installations, so I’m just one of the unlucky ones. 2 months later and still waiting to have my entire panel system replaced. As seen with other feedback responses want to buy your system Sunrun customer care is unhelpful And do not value you as a customer once payment has been made.

We signed an agreement on 8/31/20 with Nathan, who was good. Then on Monday, 9/14/20, things started to get worse, phone and email were unable to connect/or disconnected. Everyday from 9/14/20, we keep getting a new contract to sign which we did not. In addition, we had to track down who to contact. On Friday, Aaron was telling us about a lease contract but we had a purchase agreement, which we did not know until Guy told us on Sunday night 9/20/20. Today, we keep getting the contract to sign and for the past several days, the contract still has to be fixed. Final, an email was sent to this evening to both Costco & Sunrun to cancel the contract with Sunrun for several reasons. We were told that the way Sunrun handled this was not correct. Now we looking for a new company

I'd give it zero stars if i could! From the start this has been the worst company ever. I received my install date, took the day off from work for the technician to not even show up, old fashioned no call, no show. The company promised a $500 gift card as a "sorry we screwed up", this like the technician never showed up. Finally weeks later we get someone to show up, they install the panels on our roof and a few months go by and boom, a leak in the roof & mold to accompany it. After MONTHS of fighting for them to send someone out to fix the roof they decide to just cut us a small check to fix it ourselves. At this point, I just needed it done. Now, here we are two years in and im STILL receiving $300 bills along with the rental fee from sunrun. Their customer service has told me basically "too bad" they set us up for how much energy they "thought" we'd use. STAY AWAY FROM THIS COMPANY

My system stopped working in March A. service representative came out and found the invertor wasn’t working. This invertor was replaced two years ago.I’ve been patiently waiting for the new invertor. Sunrun keeps telling me two to three weeks. Of course, now COVID 19 is the excuse. Two things bother me. 1. They are still doing new installations. Lend me one until mine can be replaced. I’ve been a loyal Sunrun customer for eight years, singing their praises. 2. My June bill was over $300., when it should have been $10-$20. It’s never been that high and it’s not even extreme hot weather. I’m on the phone yet AGAIN waiting. They’re not answering.

Hello Consumers: I would like to share my ongoing experience with SunRun solar company. I had solar installed at my residence 2 years ago. Couple of months ago I noticed that solar is not generating production and same time we kept our home on sale (April, 2020) I called Sunrun customer service to schedule an appointment. This is during COVID pandemic. 2.5 weeks later service guy visited and found that inverter needs to be replaced and I was told that in 2-3 weeks inverter will be replaced because they need to order, don't have any in stock. this happened in 2nd week of May. As I mentioned earlier that our home is on sale, we got offer, pricing finalized, sale process started and planning to close escrow soon. unfortunate thing is I cannot close escrow because solar is not working. so I called Sunrun customer service in 1st week of June, they said they are still working, may be another 2-3 weeks. I explained them the urgency and I was bit frustrated. On June 12th, I called customer service again and asked to escalate the issue further. one of their manager/case representative talked to me, said that he a good news, they got the inverter and someone from company called Sun Systems Technologies will call me in 2-3 days to schedule an appointment. Guess what today is 6/20, nothing happened. I called customer service again on 6/18 to check on status as I did not received any call from Sun Systems Technologies, I was told to contact them directly instead of calling SunRun. So I did (its like we are at the mercy of Sunrun) called Sun Systems Technologies, they said they had a question for Sunrun about my service request and question was sent on 6/16 but they don't have reply yet to schedule an appointment. Again I called SunRun (same day) to find out the status, its like I am working for them. then I was told by SunRun that they talked to Sun Systems Technologies and I will receive call in 2 days. As I said before today is 6/20. nothing happened. I guess Sun Systems Technologies is closed today, I called them, no response. As expected its been 40 mins now, I am still on call & waiting for someone to answer my call at SunRun customer service. Now, I am worried that escrow closing will get further delayed and buyer will be frustrated as they have commitments to move from old house to new house and of course my blood pressure is high too because of this nonsense, pathetic customer service. Also I am contacting legal to get some advise to file a case, as my escrow closing is getting delayed and circumstances of delay are bad for me and for my buyer. I never experienced such a pathetic customer service, SunRun is typical UPSELLING COMPANY. No service commitments. I am sure their management will learn more if they ever heard recorded calls. Here are the worst parts of this experience. 1. whenever you call customer service you have to wait minimum 20-30 minutes if you're lucky you may need to wait more than 30 mins. Now we are going through COVID pandemic, its an excuse for them to say that customers needs to wait longer than waiting period. 2. Its a $850 million dollar revenue company, cannot even carry sufficient inventory to service their customers. I guess they don't understand about customer service. they can only sell using tax credit technique. 3. No escalation management and ofcourse no ownership. 4. seriously worst customer service. many times they don't know what they are talking about. 5. Though I explained the need of inverter replacement, no one seems to be understanding. I waited for almost 2 months and still waiting. Here is my request(s). 1. PLEASE DONT BUY SOLAR INSTALLATION FROM SUNRUN.THEY ARE PURELY AN UPSELLING COMPANY. IF YOU ASK FOR INSTALLATION, WITHIN 24 HOURS SOMEONE WILL CALL YOU. IF YOU ASK FOR SERVICE, NOW YOU ARE ON THIER MERCY, YOU BETTER BE AWAY FROM THEM. 2. I KNOW THAT SUNRUN HAS A BOOTH IN SOME COSTCO STORES. DONT FALL IN TO SUNRUN TRAP WHEN THEY EXPLAIN YOU TECHNIQUES, COSTCO CARDS/DISCOUNTS AND TAX CREDITS ( ONCE I WAS VICTIM OF THIS TRICK). TAX CREDITS, YOU CAN GET FROM FEDERAL IF YOU INSTALL SOLAR FROM ANY REGISTERED SOLAR COMPANY(NOTHING TO DO WITH SUNRUN). AND FOR FEW HUNDREDS DOLLARS OF COSTCO CARDS/DISCOUNTS ITS NOT WORTH, LATER YOU HAVE TO SPEND MANY HUNDREDS OF DOLLARS VISITING DOCTORS BECUASE OF HIGH BLOOD PRESSURE AND FRUSTRATION. Actually they deserve minus stars. Thanks for reading this review, hope my experience may help you to make decision to go with SunRun. I still need to wait to get inverter replaced before I close the escrow of home sale. Good luck and best wishes. Ram Koppula

DO NOT BUY FROM THIS COMPANY!!! They were very competitive on priceing and service was good getting the system installed. But their service after is the worst I have ever experienced, several of my neighbor used them and are having the same problem. My system has now been down 12 days, I have attempted 4 times to get someone out , not one phone call or response. Last time my system went down it took them 2 months to repair it and they gave me finally a two month credit on my payment which was not even close to my financial lost in power. PLEASE DO NOT LET THESE PEOPLE SELL YOU A SYSTEM... Kurt Palm Springs CA

Stay away from sunrun! My solar system has not worked properly since it was installed 11 months ago. From the second it was turned on an error messaged appeared. When we bought our system, we were assured that any issues would be fixed in a timely matter. This couldn't be father from the truth. It takes them days to even give you a service date, weeks to acually come. Almost a year since installation and my system is still shutting off every other day. No one calls back and nothing has been fixed. Now they are telling me they wont even look at my broken system because I live in New York. My solar system is on the outside of my home. I dont understand why they cant service my system. They didn't even return my phone call to tell me that they are leaving me with a broken system yet again. They sent a generic email. Worst decision I have ever made. I couldn't be more unhappy with sunrun. Im sure solar is great, but dont choose this company!