Sunrun Reviews
9.9
Overall Score
Filter by:
Sort by:
michael carrier Reseda, CA
I currently have Sunrun panels and signed a contract for more panels and the Tesla batteries, the panels were suppose to be installed months ago, nobody returns your phone calls, I have left dozens of message.
DO NOT USE THIS COMPANY YOU WILL BE SO SORRY YOU DID !!!!!!!
I wish I could take their panels out and start over, once you are their customer there is absolutely no customer service.
THE WORST CUSTOMER SERVICE POSSIBLE, USE ANYONE ELSE
2 years ago
Reply from Sunrun
Thanks for letting us know, Michael! We're so sorry it's taking longer than you expected. Be on the lookout for a private message from us, requesting additional account information so that we can get a Specialist personally assigned to your case.
Aug. 3rd, 2022
Review Source
Helwa Ahmad Phoenix, AZ
Sunrun has been at our side since we started the process of getting solar on our house. Excellent set of individuals working within Sunrun.
2 years ago
Reply from Sunrun
Thanks for your review, Helwa! We're so happy to hear that you had a good experience with us! You have enough decisions to worry about, and it's our goal to make going solar an easy choice. Thank you for helping us create a planet run by the sun! 🌎🌞
Jul. 29th, 2022
Verified Customer
Review Source
Joe Stephens Bakersfield, CA
We had Sunrun put up panels in February and the system is still not working. Sunrun told us that PG&E was the hold up but we received word from PG&E that everything was approved and ready. We have been trying to get a hold of Sunrun for some time but so far, no luck. No one ever answers the phone and despite leaving message after message, we have not heard from anyone. We are frustrated to the point of wanting the entire system taken down.
2 years ago
Reply from Sunrun
We are so sorry to hear that your system is having these issues, Joe. We would love to review your system's performance and any other specific concerns you have. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your issue.
Jul. 5th, 2022
Logan2300 Saugus, MA
One of the worse company's I've ever dealt with. We've had problems with our solar panels for more than 3 years. My wife and I have been trying to get a hold of our Sunrun reps for more than a year to help fix the issues we're having and we haven't gotten one response from the company reps. As a paying customer, all we want is to have our equipment work and not be ignored by Sunrun, but to still be paying our monthly bill and still have panels that don't work is unacceptable on so many levels. I would not recommend this company to my worse enemy!
2 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Logan. We are so sorry to hear that you are having issues with your system. We'd be happy to look into this for you and we will be sending you a private message requesting additional account information so that we can assign a Specialist to assist you directly.
Jul. 5th, 2022
Review Source
Frank Barraco Phoenix, AZ
Sunrun did everything well. All work was done on time and work explained. Workers were efficient and cleaned up when done.
2 years ago
Reply from Sunrun
Thanks for your review, Frank! We're so happy to hear that you had a good experience with us! You have enough decisions to worry about, and it's our goal to make going solar an easy choice. Thank you for helping us create a planet run by the sun!
Jun. 3rd, 2022
k m Lavallette, NJ
Just had a 1PM appointment for a quote. The rep did not even show up! This was after he called me twice this week to tell me he was near my house and it would be convenient for HIM to come by then. Great for him! One of the days was a Sunday and I was not home and the other day I was at work! So here I am waiting for him when we did have an appointment and he is no where to be found. I contacted him and he told me he could be maybe here in an hour or so. I told him this is clearly a preview of what is to come - NO THANK YOU!
2 years ago
Reply from Sunrun
Thank you for bringing this to our attention. We are so sorry to hear about your experience. Please send us a private message so that we can gather more information and look into this. Thank you.
May. 31st, 2022
Sunrun Atwater, CA
My experience with Sunrun from start to finish was excellent and all commitments were met as promised. Staff was professional and knowledgeable.
2 years ago
Reply from Sunrun
This is awesome! Your positive feedback is like a ray of sunshine to us. We're so happy we could guide you through your solar experience. Thanks for going solar with us!
May. 23rd, 2022
JoAnn Vondracek Denver, CO
We never got to installation and perhaps that's a good thing. Had a signed contract, had designs for panel placement and then no communication. I emailed twice and finally called only to learn that, according to SunRun, our roof was too steep for safe installation. Why wouldn't they have discovered that when they designed the panel placement and why didn't anyone contact us right away. Makes me wonder about their customer service after installation. Definitely not a good experience but perhaps a blessing in disguise.
2 years ago
Reply from Sunrun
Thank you for bringing this to our attention, JoAnn. We'd be happy to look into this for you. Please send us a private message with your service address. Thanks!
May. 20th, 2022
cornelia Atascadero, CA
This is the worst company I have ever worked with. With each review I leave online, I get email the customer care email or email the online review email. I email them and receive zero response. I currently have a question about the system we have and the output we can expect. NO ONE will answer the question. I have emailed over and over and over again. It has been over two weeks and no one has contacted me. Stay away from this company unless you have months to waste waiting for them to do their job.
2 years ago
Reply from Sunrun
We're so sorry to hear about your experience, Cornelia. We would love to help resolve your concerns so that going solar is easy and enjoyable for you. Please send your address and an overview of your concerns to onlinereviews@sunrun.com, so that we can get a Specialist assigned that can help you. Thank you!
May. 9th, 2022
Review Source
Mickey Grabowski Fort Myers, FL
We are very happy with the services of Sunrun. All work was done in a timely manner and very respectful of our prooerty.
2 years ago
Reply from Sunrun
We're thrilled you had a good experience, Mickey! We really appreciate you taking the time to share your feedback. Thanks for playing such an important role in our solar community and for helping us create a planet run by the sun!
May. 3rd, 2022
Review Source
Donna Grout Riverside, RI
The salesman was very helpful and made the process easy. Other administrative personnel were great, as were the technicians. Thank you!
2 years ago
Reply from Sunrun
Thanks for your review, Donna! Our goal is to make going solar easy and enjoyable, and we're so happy to hear that you had a good experience with us. Thanks for doing your part by helping us create a planet run by the sun!
May. 3rd, 2022
Bea Taylor Las Vegas, NV
Sunrun installed the solar panels under the shade of a 65ft high palm tree, when easily could install some feet away from where they did. Unbelievable. The worst part is they do not fix it, they don't reply to me. BTW, the palm is on a neighbor's backyard, I have no control over it.
Be aware of this company, their sales person acts like a shield for the company, everything is wonderful until you have a problem. Then they do not answer your questions, do not fix anything. Silent. Crickets.
RUN from Sunrun
2 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Bea. We'd be happy to look into this for you. Please send your address to onlinereviews@sunrun.com, so that we can get a Specialist assigned that can help you. Thanks!
Apr. 25th, 2022
Linda Liu Phillips Oceanside, CA
HORRIBLE I've had my panels up since early February failed inspection because they had the wrong house number how incompetent left scrap metal all over my roof top still not connected and will not get a phone call returned or email returned they don't care all they cared about was getting the panels installed so they could build a state collect from the state of California for the install total scam my neighbor used Carlsbad solar pad install weeks after I did and they fed up and running from of the month now
2 years ago
Reply from Sunrun
Hello Linda, we are so sorry to hear you were not happy with the service. We will have a representative reach out to you.
Apr. 5th, 2022
Mad as hell Brooklyn, NY
In a word, terrible. Their concept of customer service is to listen to you, apologize, and pass the buck to one of their contractors. There is not enough space to detail the ongoing saga of their incompetence but the tale involves missed appointments, driving 4 hours to my home where the system is installed to wait for a tech who never arrives and when you call to find out what happened they don't know!! Trust me, if you live in a rural area find a company based in your state and get referrals from existing customers.
2 years ago
Reply from Sunrun
Thank you so much for letting us know. We are sorry this was your experience; we would be frustrated too! Please send us a private message with your service address so that we can help you out. Thank you!
Feb. 23rd, 2022
Sylvia Savala Fresno, CA
Don't deal with this company. They're crooks. They put the panels on the roof of my house where there's shade. In 2020, my Tru-up bill from PGE was $3,000.00. In 2021, it was $4,000.00. They gave me 6 months without charging me the $170 per month, Now they resumed deducting $170 from my account, while still having to. make payments on my PGE bill.
2 years ago
Reply from Sunrun
Thanks for bringing this to our attention, Sylvia. Monthly savings will vary depending on your usage, but we would be more than happy to take a closer look at this for you to ensure that you are enjoying the full benefits of going solar. Please send us a private message with your service address. Thanks!
Feb. 8th, 2022
JB Friehammer
Run from SunRun!!!
Horrible customer service! Falsifying information on their sales contract with my elderly parents. Multiple mistakes during install. Finally got it running and then it stopped for weeks. Now we have a giant true up bill. Filed a complaint with customer service and after 7 weeks and copious calls and emails we get an email response saying they closed our case without ever having spoken to the person "in charge" of resolving our dispute. Do not do business with these people.
3 years ago
Reply from Sunrun
Oh no! We're so sorry to hear this. We definitely want to make sure you have a positive experience. Please send us a private message with your service address so that we can help resolve your concerns. Thanks!
Nov. 30th, 2021
Phyllis Berger Sun City, AZ
I am the tenant in a small house in Sun City West, AZ. Solar (Sunrun) stopped functioning in August. Sunrun knew there was a problem, did NOTHING. Took several weeks for them to even respond to phone call. They outsource maintenance and finally we spoke to them (P M & M) . They were to fix the broken system in 10 days - 2 weeks, and it’s been 3 weeks and they haven’t contacted anyone, and not answering message.
DO NOT DO BUSINESS WITH SUNRUN. UNRELIABLE!
3 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Phyllis. We are sorry this was your experience, we would be frustrated too! Please send us a private message with your service address so that we can help you out. Thank you!
Oct. 25th, 2021
Suzan Crawford Mission Viejo, CA
If you produce more energy than you use, you will be, in essence, financially PENALIZED. This month I paid a combined total of to the utility and solar company (Sunrun) $149.76 for using 165 Kwh. Last. year I paid the utility company $103.97 for using 466 Kwh. In other words, last year I paid $ .22 or 22 cents per Kwh, and this year I am paying $.91 or 91 cents per Kwh. And in the company is pocketing the solar energy to get more $$$$ off of! Sadly this is a SCAM. I like being environmentally conscious and making solar energy, but to be financially penalized for it????
3 years ago
Reply from Sunrun
We're so sorry to hear this, Suzan. We certainly don't want you to feel frustrated. Please send us a private message with your full address and primary name on the account so that we may review the situation.
Sep. 13th, 2021
Roberto Elk Grove, CA
I am losing more than $400 a year with this system. I do save on electric bills but their monthly fee is way too high.
Customer support is terrible, even though they acknowledge this issue they don't do anything about, rather they disappear from communications, i saved all texts and email i may sue them if they don't resolve the problem. Already reported to BBB. The sale representative Wynn lied to me in order to sell me this system.
3 years ago
Reply from Sunrun
We appreciate the feedback. We're sorry to hear this. While savings will vary widely based on your usage, location, etc. we definitely want to make sure you're getting the most out of your solar system. Please feel free to call us at 855-478-6786, or email us at CustomerCare@sunrun.com.
Jun. 16th, 2021
kevin daly Greenbrae, CA
Agree with the previous review.
Vivint is hands down the worst vendor we have ever used on our home.
Panels and wall batteries installed 5 months ago and still not connected, and no firm date when they will be connected. Would be nice if we could blame PG&E but can’t. In fact, at one point PG&E showed up for a scheduled appointment and Vivint was a no show!!
Inexcusable and frankly ridiculous
Kevin D
3 years ago
Reply from Sunrun
Thank you for your feedback. We hate to hear that your experience with us has been unsatisfactory. Our goal has always been to be as transparent as possible when advising on solar. It is disheartening to hear this was not the case for you. Please feel free to contact us at 855-478-6786 if you wish to discuss the matter further.
May. 3rd, 2021
MinnieMom Livermore, CA
Do not go with this company. They put the panels on our roof 6 months ago and we still don’t have service. The sales rep forgot about us. Not to mention when he 1st came to our door, he was maskless. Not sure what they get out of having solar panels on roofs with no service. I say someone say they never received their welcome gift card. Must be same sales rep because we didn’t either.
3 years ago
Reply from Sunrun
We're so sorry to hear this. We certainly don't want you to feel frustrated. Please feel free our Customer Care team by calling 855-478-6786. We would be more than happy to address your issues.
Mar. 31st, 2021
Verified Customer
Review Source
Kathy Stockton, CA
Sun Run is a joke... my roof leaked in 2 areas during installation... they won’t fix my roof I have to spend $1200.... and I’ve been paying more on my electric bill instead of saving... 2019 I paid $1000, 2020 I have to pay additional $1800 on top of my $162 monthly bill. Customer service is another joke, they promised to call me back in 2-3 days ... I called 3x no call back. I would not recommend this company even to my worst enemy .
3 years ago
Reply from Sunrun
Kathy, we are sorry to hear about this negative experience and would like the opportunity to address any specific concerns. Please call our Customer Care team so we can address your issues, the number is 1(855)478-6786.
Mar. 31st, 2021
Kimberly Ashbaugh Tucson, AZ
I would give them 0 stars if I could. Our 34 panel system is supposed to be 110% offset but we keep paying the power company and sunrun. We are saving nothing, it costs us money and I'm in Arizona with 330 days a year of sun. They don't monitor your system, you do and you pretty much have to guess to see if it's working. Customer service is poorly trained and will give you the run around constantly. They were fine until we signed but now they're just awful. We have an under performing system that can't supply power for a household of 2. Ridiculous!
3 years ago
Reply from Sunrun
Hello Kimberly, if you own the system, we do not proactively monitor the system. Once you go solar, your utility company will begin billing you as a "net energy metering" (NEM) customer. This means instead of billing you for all of your electricity usages, your utility will only bill you for the difference between system production and how much total electricity your home needed for the month. If your solar production is used immediately in your home, it will not be sent to the grid which will cause a discrepancy between your production on mySunrun and your utility bill. For example, if the system generates 400 kWh of solar electricity and you used a total of 600 kWh of electricity in your home, your utility company will only bill you for 200 kWh of electricity. Please let us know if you have any further questions.
Mar. 31st, 2021
Tootall Anderson, SC
I just bought a house with leased panels from Sunrun. My power bill has gone up every month for 3 months. The last month by over $100.00 I need to have a new roof installed. Sunrun is going to charge me over $4,000 to take the panels down and reinstall after the new roof is put on. I do not know when Sunrun will come out. Hard to line up a roofing company. Customer service is below average.
4 years ago
Reply from Sunrun
Please direct message us with the name on the contract as we are very disappointed to hear that you feel this way. We would love to support the resolution of your issue. Will you provide us your property address so that we may best support your concerns.
Jan. 29th, 2021
phillip spriggs Secaucus, NJ
Have had SunRun for three years, have complained about higher bills than I have ever had prior to contracting with Sunrun. Bills are probably 30% higher instead of lower. To date nothing has been done. Customer service sent a tech out who stated something was not working properly, left and never saw him again.
Do not contract with this company, you will regret it.
4 years ago
Reply from Sunrun
We are sorry to hear about this negative experience and would like the opportunity to address any specific concerns you have regarding your system's performance. Please send us a private [message] with your address and we have a Specialist reach out.
Jan. 29th, 2021
VTTXNM Brattleboro, VT
This company was friendly at the start and through the installation. Once the install was complete, there was damage made by their company and the roofing company they hired. I called, no response. I sent an email and heard back. They said they would have someone get back. Never heard back from them, even after many emails and calls.
They do not follow up with issues with their installs!
4 years ago
Reply from Sunrun
Hello, we would like to apologize for your negative experience with Sunrun. We are saddened to hear that your experience has not been the greatest. We want to make sure we are fixing any service issues promptly. We’d like to learn more about your specific situation and make things right. If you wouldn’t mind direct messaging us your name and address that is under contract, it would be greatly appreciated. We’d like to learn more about your specific situation and make things right.
Mar. 31st, 2020
Beverly Witham Fremont, CA
So, I already posted a review on March 12th, outlining our experience with Sunrun. March 27th, Sunrun responded to that review, asking for my address so they could address my concerns and find some resolution. I provided that info and more by the end of March. It is now May 15th, and I haven't heard anymore from them. If you're reading the reviews, and see that Sunrun seems to be concerned and looking to help, take that with a grain of salt. I know that Covid-19 could have had an impact, but come on; this proves my original complaint-they are disorganized, unresponsive and dismissive.
4 years ago Edited September 14, 2021
Reply from Sunrun
Hello Beverly W. Please direct message us with the address on the contract as well as your property address so that we may best support your concerns. We are very disappointed to hear that your experience has been such thus far. We would love to support a resolution for your issue as well as address any further questions/concerns, we want to address your concerns.
Mar. 27th, 2020
KRM Houston, TX
I am leasing to own my Sunrun equipment and for the reason I went with them was the promise of batteries. Its been 3 years now of promise that the batteries would be available only to finally find out Dec 2019 that the equipment that was installed by Sunrun does not support batteries, They said I do not have the right inverter and it would take a major contract change to fix this . I have been lied to by Sunrun for three years now I will never buy this product again. I am looking to buy property in NV and go off grid and will not call Sunrun.
4 years ago
Reply from Sunrun
Hello, please direct message us with the name on the contract as well as your property address so that we may best support your concerns. We are very disappointed to hear that your experience has been such thus far. We would love to support a resolution for your issue as well as address any further questions/concerns.
Mar. 25th, 2020
Darith
They have good reviews they offers 10 years guaranteed on the roof and they work with Costco which we are a member and we get discount
5 years ago
Peter L Hilton Head Island, SC
This company is a sham! The first questions they ask is dealing with my personal financial information. They are rude! If I had financial issues would I be calling about Solar Energy add to my home? They refused to give me any info unless they delve into my financial situation! Amazing! maybe others are ok with this but I am not! Horrible. When I said I do not feel at this time that info is required...they basically said sorry....& hung up! I am livid!
5 years ago
Daniel Staten Island, NY
I was very pleased with SunRun Solar until I actually needed some help with a repair. My solar service has been down since February this year. In 10 days that will mark 7 months from the time of this review without solar service due to a necessary repair. In July my case manager indicated that it would finally be repaired soon, but it's still down. Now I can't even get him on the phone, and nobody is communicating with me. Stay away from SunRun.
5 years ago
Lucy Bakersfield, CA
I like the product and what you have to offer. My representative did not answer questions and did not accurately reflect what he told me when I asked for a written proposal. When I emailed him back, he did not reply. So I doubt I will use your company.
5 years ago
Pamela Moore Concord, CA
Purchased system cash $24,000 to bypass lease. Came and turned our service off two times when all cash was paid up front. Ruined a 50 year old Jade plant that is irreplaceable by stepping on it to turn the service off. Getting apologies today after two years and what they call "Apeasement" but it will take them two weeks to figure out amount. Wow really Sunrun, shame on you.
5 years ago
Dave Bower Simi Valley, CA
Sunrun requested that I install a new roof so I did. after the roof company installed the new roof sunrun installed there solar and damaged over 100 roof tiles. Its been almost a year and they just wont fix it they replaced two tiles that don't match and that's all they will do. If you go with them read the contract before you sign Its not what the sales men say it is.
5 years ago
Reply from Sunrun
Hello Dave, thank you for sharing your concerns. We are sorry to hear that this was your experience with Sunrun. This is not the typical Sunrun experience, our drive is to make solar hassle-free by being attentive during installation. We would like to follow up with you in regards to the tech's findings, we will send you an email with the details. Thank you for helping us create a planet run by the sun.
Jul. 3rd, 2018
Jim Bowen Vero Beach, FL
When I inquired about whole house solar energy, their representative indicated I'd receive a phone call from them within 2-3 business days. I haven't heard from them except or an email which described in very general terms about solar energy. This email told me nothing new...but was nothing more than a brush off.
5 years ago
Reply from Sunrun
Hello Jim. We are sorry to hear that there has been a lack of communication. We want to make sure that communication is clear and easy to understand. Thank you for sharing this feedback, we will let our Leadership team know.
Apr. 23rd, 2019
Wyatt B and Carol L Ross Bakersfield, CA
Contract is very vague and misleading. Contracted for an 18 year lease. 9 years later trying to sell our home. Original contract lists the purchase price after 9 years at $24,000 OR 'Fair Market Value', whichever is greater. They tell us 'fair market value' is $45,000. 80% more than the scheduled price!! Protection against market fluctuations is understandable, BUT they never disclosed ANY inkling that the purchase price could be NEARLY DOUBLE THE DISCLOSED PRICE!!! BE VERY SKEPTICAL BEFORE SIGNING ON THE DOTTED LINE!!!!!
5 years ago
Reply from Sunrun
Hello Wyatt, thank you for your feedback we appreciate it. We would be happy to assist you and go in detail with any questions you have about the agreement. We can address how the price is calculated, and go over the fair market value as well as taxes. Feel free to private message us your contact information. Let's power forward!
Mar. 19th, 2019
Hilary Clovis, CA
Had our system installed in October 2018, and still waiting for it to be up and running. The only thing I hear from my project manager is "still waiting on power company to sign off". I kinda thought Surun would be more proactive.
5 years ago
Reply from Sunrun
Hilary, we are so sorry to hear about the delays in getting you permission to operate. Please private message us your contact information. We want to take the opportunity to turn things around for you.
Feb. 20th, 2019
David Gallup Camarillo, CA
Worst run company ever. It took them over a year to get our account up to speed when we bought this house with an existing Sunrun contract. Even now, more than two years in, they still can't tell us what they've been billing us for and they are asking for over a thousand dollars they say we owe but with no documentation provided. Many of our hours wasted on the phone with managers, etc. I've never seen such incompetence in my life, and nothing seems to fix it. Go elsewhere.
5 years ago
JCohick Dixon, CA
The name of their company implies what you should do "Run!!!", do not trust them. I finally was able to sell my home but had to outright buyout the lease. Now after having my house sold well over a month ago, they are hounding me for my monthly payment. Seriously I do not see how this company has such a high overall score. How many 1 star reviews have people left. This companies customer service practices are horrible. Looking forward to the day a class action lawsuit comes.
5 years ago
Reply from Sunrun
Hello Jason C. Thank you for your communication. We apologize for any issues caused during the service transfer process. We know that moving can be a stressful endeavor, so we want to make the transfer of the Sunrun Agreement as easy as possible. If you would like for us to review the current service transfer please private message us your contact information. We want to work towards turning this experience around for you.
Dec. 6th, 2018
Kayla Surprise, AZ
We sold our house back in September and here we going into January and still paying on a house we no longer own! I was told by supervisors and customer service reps that I will be getting a refund and I would no longer be charged! Well that was a lie I just got another email stating they’re gonna try to charge my account again for January!? I’ve asked to speak to corporate and apparently there’s no corporate number. It’s getting to the point where a lawyer might be necessary!
5 years ago
Reply from Sunrun
Hello Kayla. We bill one month behind, your last bill will be withdrawn automatically. We will only bill you for the last day the lease was in your name. If you would like for us to send you an invoice for the final bill, we would be more than happy to review and explain the billing to you. Send us a private message with your contact information.
Dec. 31st, 2018
Ken Szolosi
Sales people are very knowledgeable. Project leader keeps customers updated throughout installation from start to finish.
6 years ago
Reply from Sunrun
Thank you Ken S. For taking the time to leave a review!
Nov. 28th, 2018
Mohamed Attya Staten Island, NY
Really It sucks. I got the project done on January 2018. It costs 33 K and it suppose to work for at least the next 25 years. All of a sudden it stopped on June 2018 ( less than 6 month of production) and it took another 3 months to be fixed. No one how many calls I did to get it fixed. It's November 13th and same problem again. The idea is great, the system if it works also great but I'm not sure if I should get it from another company NOT SUNRUN.
6 years ago
Reply from Sunrun
Hello Mohamed A. We apologize you were not reached out too, this is not the Sunrun norm. Please feel free to private message your contact information. We want to take the opportunity to turn this experience around.
Nov. 14th, 2018
BERNARD J LaFIANZA Agoura Hills, CA
Sunrun installers did extensive damage to my roof, requiring $15k in repairs. According to Sunrun, there repair warrantee is only for 5 years and my installation was about 7 years prior to leakage. Called 4 times and their representatives refused to even come out to inspect the damages. I would not recommend this firm.
6 years ago
Reply from Sunrun
Hello Bernard J. Our aim is to always provide great customer service that meets your needs, it's disheartening to hear this was not the case! We work hard to be human-centered and transparent with our customers. We will submit your feedback to our leadership team.
Oct. 30th, 2018
Lou B Absecon, NJ
They start at my installation on June 18 and it Oct 18 and it still not up and running. Salesman refuses to call me back or answer my text messages. I called sunrun last week and still wait for someone to come out to see why the system doesn’t work. The system is complete but doesn’t and has never worked . Plus if you call sunrun your on hold for 1/2 hour or more. I am just fed up I wish I never started project With sunrun.
6 years ago
Reply from Sunrun
Hello, we are so sorry to hear this was your experience. This is not the Sunrun norm. It's disheartening to hear your system is having issues. Please feel free to private message me and we will be more than willing to work with you. we can review your system's production. Thank you for your feedback.
Oct. 19th, 2018
Roberto Ferreras Downey, CA
I am a recent customer to Sunrun and have already started having issues with the equipment and service. The system stopped working about 3 week after installation. I had to chase them down for another 3 weeks before a technician was sent to repair the system. Tech is a contractor and claims they only have one for all of Southern California.
6 years ago
Reply from Sunrun
Thank you for reaching out to us, Roberto. We certainly hate to hear this. We want to-help with your situation and initiate our goal of providing a positive customer experience. Please private message me your contact information.
Oct. 2nd, 2018
William A Ranger Westminster, CA
Inconsistent sales information, sloppy and dangerous site inspection (left breaker box cover just sitting in place without replacing bolts to secure the cover and left blank circuit covers off and laying on the ground). Did not measure the garage even asking the technician if he did and he said yes he did measure the garage. I told the technician that the garage was the preferred location of the solar panels. A second site inspection for measuring the garage and battery-inverter placement was then required delaying the whole process.
6 years ago
Reply from Sunrun
Thank you for bringing this to our attention, William sincerely apologize for the lack of communication and service surrounding this matter. Please rest assure this is not how we do business and we'll work to turn this experience around.
Sep. 11th, 2018
Joseph Paino Staten Island, NY
Very disappointed with this company. Should have looked into other companys beforehand. They installed older model panels with lower kwh than other companys and I am not producing enough electricity. They also miscalculated my energy use and did not install enough panels. I am paying more for electricity now than before having them installed. I call them frequently and never receive a reponse in a timely manner
6 years ago
Reply from Sunrun
Hello Joseph. Our aim is to provide a customer experience that meets your expectations! This begins with our unwavering dedication to make sure your system is sized to meet your needs. Keep in mind that the size of your utility bill is based on your usage. If your bill is higher than last year, you may be using more power than last year. Since your Sunrun rate is lower than that of your utility, that means you'd be paying even more for your current usage without solar. In other words, you're still saving.
Sep. 13th, 2018
June P Darby Santa Ynez, CA
At this point the rating is so LOW it doesn't even register on the above star rating. I hope one star means the lowest possible rating. We are now into month 4 and still receiving full billings from PG&E. Sunrun had stated when selling us the solar system that they take care of everything. They did install the system, came out once to look at the system due to the PG&E billings, but we have heard nothing in response to our continued contacts regarding our electrical billings. Why would we put nearly $30,000 into a system that has gained us absolutely nothings except headaches?
6 years ago
Reply from Sunrun
Hello June P. Thank you for your communication. Our aim is to always provide great customer service that meets your needs, it's disheartening to hear this was not the case! We work hard to be human-centered and transparent with our customers. We will submit your feedback to our leadership team. Keep in mind that the size of your utility bill is based on your usage. If your bill is higher than last year, you may be using more power than last year. Since your Sunrun rate is lower than that of your utility, that means you'd be paying even more for your current usage without solar. In other words, you're still saving.
Aug. 29th, 2018
Paul Old Bridge, NJ
I made changes to my home which cast a shadow on a portion of my panels. This has affected my production. Unaware of this fact at the time, I reached out to Sunrun for options. Redesign being one of them. I’ve been told there’s nothing I can do. I am stuck with the system under producing for the next 18 years. I cannot fathom this fact. I had to badger them with emails over the course of a few months to even get that and always through email. Cannot get a phone call. It has been a terrible experience and I feel as if they do not care about there customers.
6 years ago
Reply from Sunrun
Hello, Paul Thanks for reaching out to us. It sounds like things have not gone as expected, this is disheartening! We absolutely understand the importance of communicating with our customers. Your experience has been shared with our leadership team.
Aug. 23rd, 2018
manfred becker Oxnard, CA
I have an 8 year old Sunrun system. The warranty clearly states the panels are covered out to 25 years. At the 10 year mark, they are guaranteed to have 90% output. One of my panels is dying, and only producing at 50%. Sunrun response is that since the other panels in my system are still working (only one is broken), the system is performing as expected. UNSAT. VERY unhappy customer.
6 years ago
Reply from Sunrun
Hello Manfred. Thank you for your feedback. We hate to hear that you are dissatisfied with the service. This is not the Sunrun. I see we've scheduled a technician to look at your system on August 27th at 8:00 am your local time. Our customer care team is working with a supervisor towards a resolution. Please let us know if there is anything in addition that we can assist you with.
Aug. 23rd, 2018
