Sunrun Reviews

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!

I do not recommend SunRun if you have any desire to sell your home within 30 years of signing a SunRun contract. They do not credit your account until YOU send them the paperwork for selling your house. They don't prorate it to the new owners like any other utility, they do it when they receive the paperwork. Also, they continued to charge me 14 days after I sent my paperwork. Sold my house 12March Charged for the month of March on 28March Sent my paperwork for the transfer 30March Charged me again for 1 month + 2 days on 14April Even though they charge inarrers, they still charged me and my transfer coordinator and even the e-mail I sent to the CEO is ignored. I will never work with SunRun again.

Horrible company! They do not stand behind their product! LCD is not working and am being told that it’s normal wear and tear! So I’m unable to see what the system is producing live. Their website doesn’t provide the info that’s needed. Will have hard time selling the property because they have potential clients sign a contract that they can’t sue or be part of a lawsuit! I’m being over billed and have no way of proofing because the display doesn’t work! System is making loud noise which radiates inside the house “I’m being told that it’s normal”! Stay away from this company

I've been a Sunrun customer since 2012. Since the beginning, the ceiling of my room which is right below where they install their solar panel started showing a water leaking spot. We called Sunrun and they sent out and inspector to check it out. They claimed it was not cause by the solar panel installation. In SoCal, we don't get rain a lot. We've been slacking off having the roof to take care of. That's ourselves to blame. Thru time, leaking spot is getting bigger. My husband got 3 different roofing companies to check it out. All of them pointed out it was caused by the old way of solar panel installation. They used to use penetrating method; they currently switch to the floating method. However, none of them are willing to write a report for us to show to Sunrun as proof. However, Sunrun doesn't want to send out inspector to check out anymore. There is a manager even told my husband to sue them. The whole thing is so frustrating and we're so helpless. By the way, we are their customer since the early stage, there is no warranty duration on our contract. However the manager my husband spoke today didn't even want to honor it. Anyone knows what to do?

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.

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.

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

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.

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

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.

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

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!

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.

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.

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.

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.

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.

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!

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.