Sunrun Reviews
9.9
Overall Score
Erik Cacciottoli Middletown, NY
1. System advertised and designed was not installed as per discussions, battery was suppose to be
installed in garage for safety reasons, they installed it in the basement.
2. System does not do
what I was told. Battery was suppose to work along side solar to help reduce dependence of grid, the
battery will only go on when there is no grid power.
3. monthly payment was changed from 302 to 352
then another change in 18 months. to 501, none of this was discussed. I was send a form with my
signature that i never saw and had. I spoke with two other people who where going through them and
they also never saw that form either.
4. Has failed electrical inspection no main cut off
switch.
5. Lied to about refer program. was told it was 1000 per person. I referred 2 people and was
told that I was only getting 1 person for 500.
6. System percentage isn't going to be what they
said after i spoke with a third party about what was going on.
2 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Erik. Let me start by saying we are so sorry to hear that you are having several issues during your solar journey, Our team is here for you, and we'd be more than happy to take a closer look into your concerns to see how we can help. We've gone ahead and requested your Escalation Expert, Nicholas, to reach out to you as soon as possible to help you further. If you have any questions in the meantime, please don't hesitate to contact us. Thanks!
Dec. 8th, 2023
Lonnie Wilson
I need a battery backup system I've been waiting for over 3 years to get one here in Connecticut it's ridiculous I'm disabled and we need we need help you send someone out and install a battery backup system I'll be happy then you'll get a five star from it from me
2 years ago
Reply from Sunrun
Thank you for reaching out to us Lonnie, back up batteries are available depending on what state you live in, please call our solar advisor line at (833)-324-5886 for more information. Thank you again!
Dec. 6th, 2023
Terry Jones Temecula, CA
We are truly disappointed in Sunruns'practice to honor the referral we were promised. The salesperson who sold us the system even contacted his company and informed them that they were wrong in not honoring the $1,000 referral that was initially promised. From this point on we will not refer Sunrun to any of our associates or friends. We've spoken to various individuals from the company to no avail. I previously served for over 32 years in the military, and honoring one's word brings a higher level of respect. Trust means everything....
2 years ago
Reply from Sunrun
Thanks for letting us know, Terry. We appreciate you being a Sunrun advocate and we definitely don't want you to miss out on your referral bonus. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case. Thanks!
Dec. 4th, 2023
Aviva Pressman Los Angeles, CA
Sunrun is the absolute worst company I have ever dealt with. My father signed a contract with him and then got cancer and died. They won't let me out of the contract. Every other contract he had signed or business he was involved with was understanding, but not this one. Dealing with them has been absolute garbage since the day I took over. And now they're insisting I either pay them $5000 to end his contract or sign a contract with them. I don't want to sign anything with such a vile, awful company. Ive been on the phone with them for 20 minutes this morning trying to figure out why I got a letter saying I'm 0 days past due on a $0 payment so they're shutting off the service and I have to pay out the rest of the contract now.
And the best part is, my electric bill is still super high!
I seriously cannot stress enough how terrible this company is.
2 years ago
Reply from Sunrun
Thank you Aviva for reaching out to us. We are deeply saddened to hear about the experience you have had with our services and we want to help resolve your concerns. We have escalated your case to our Escalation Team and an Expert will contact you as quickly as possible to help improve your experience with us as well as resolve your concerns. Thank you !
Nov. 27th, 2023
Vince Rosetto Toms River, NJ
BUYER BEWARE!! I would like to give NO STARS! This company lacks in maintaining and inspecting your solar panels- ours have leaked as a result of such negligence. We did have a private company come out to assess why it was happening. In over 5 years they have not been once inspected, nor maintained. In addition, communication or lack there of, has been awful. We had to schedule an appointment for one of their team members to come out as our roof was leaking into our attic… TWO MONTHS LATER during the rainy season. Well, they have now rescheduled 4 times. Nov. 14th, Nov. 22nd afternoon then rescheduled for the morning, AND NOW Dec. 4th. This last time they sent out a message confirming this date WHICH WE NEVER AGREED TO! Honestly the worst company. If you are thinking about going with them, you may want to think twice. I can send you the emails as proof— I would hate for anyone else to be coerced into buying/leasing their panels from a company who truly does NOT value their customers, or their homes. They are eager to put them on your house, yet not so eager to help you if the cause damage.
2 years ago
Reply from Sunrun
Oh no, Vince! We are so sorry to hear this and we definitely want the chance to turn your experience around. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case. Thank you for bringing this to our attention.
Nov. 27th, 2023
G G Los Angeles, CA
After signing the contract, they became increasingly unresponsive to our calls and messages, providing vague excuses for the delays. This lack of communication left us feeling neglected and frustrated.
False Statements and Design Mistake: They initially mentioned that our contract had been voided without providing a clear explanation, only to later mention that a new one had been sent. These conflicting statements were confusing and eroded our trust.
Furthermore, it has come to our attention that a significant portion of the delay was caused by a mistake in the system design, which was originally based on my neighbor’s roof and not ours. Now even after 15 months, our solar has not been activated yet. Avoid this company, avoid them for the sake of your family and your property
2 years ago
Reply from Sunrun
We’re truly saddened to hear about the challenges you’ve encountered, GG. Your satisfaction matters to us, and we’re eager to better understand your situation. We will be sending you a private message requesting additional account information so that we can personally connect you with an Escalation Expert to help assist you further. Your cooperation is greatly appreciated as we work towards finding solutions. Thank you.
Nov. 10th, 2023
4theartess
Didn't get things as promised. Made a mess of the house with pipes and equipment running all over the roof and on both ends of the house. Very ugly. 2nd day after hook up we lost power to half the house and Sunrun failed to respond to us for 5 days! Leaving us in the dark without any idea of how long we'd be without electricity. We actually spoke to 5 different people who said they'd "get back to us" but no one did. Then they messed up the paperwork, repeatedly. (I cancelled 2nd house order.) No one set us up about how to see the account or run the equipment. Several employees told us we needed to install the Tesla app, but their access wouldn't work, then our "project manager" scolded us for trying to use the Tesla app (our battery is Tesla) and said we should use Sunrun app. Can't access and, again, no response from Sunrun. Now they're hounding me about signing a form that says I'm not getting an EV when I repeatedly told my sales rep we ARE going to get an EV. I won't sign until they answer my questions and explain this contract they want, but they WILL NOT RESPOND. It's been months and months of not getting any responses to anything. Now I'm getting "past due" payment notices, but have never received a bill! Of course, no response to this either. I deeply regret going with Sunrun and wish I'd done more research before signing with them because now I see all kinds of warnings about them from neighbors on Nextdoor.
2 years ago
Reply from Sunrun
Thank you for bringing this to our attention. We'd be happy to look into this for you and we will be sending you a private message requesting additional account information so that we can assign a Specialist to assist you directly.
Nov. 2nd, 2023
Rose Elam Arlington, TX
I signed for my solar panel to be put in 2017. In 2018 I had them put in and I have not had a decreased electricity bill since that time. I have called and due to me not being able to be there on an 0800 to 1700 schedule Monday through Friday, they had no service for me. I final stop working a full time job and 2023 and they said the problem was the control panel. The electricity bill has not to this day come down to the quoted price before signing the leasing contract of $50.00. My bills are always. $200.00 or more. To get out of the contract, I have to Pay $16,083.00. What a bunch of crap.
2 years ago
Reply from Sunrun
Hey there, Rose! We appreciate you taking the time to reach out to us. Typically monthly savings will vary depending on your usage patterns. No need to worry, our team is here to help you maximize on those savings. We've assigned an Escalation Expert who will review your account and reach out to you as soon as possible to assist you further. They can take a few business days to review your account information so please don't hesitate to send us a private message if you have any questions in the meantime. Thanks!
Oct. 25th, 2023
Michael Adams Dallas, TX
I HAVE AN INTELLECTUAL DISABILITY, NO ONE EXPLAINED TO ME HOW ANY OF THIS WORKS. I WAS GIVEN PANELS AND PLANS THAT DIDN'T SUIT MY NEEDS AND ENERGY CONSUMPTION AND STUCK WITH BILLS THAT WERE/HIGHER THAN WHAT I HAD BEFORE. NONE OF WHAT I AM CURRENTLY GOING THROUGH WAS EXPLAINED TO ME AND NONE OF IT ACTUALLY FITS MY NEEDS. NO ONE EXPLAINED WHAT ANY OF THIS MEANS WHEN GOING THROUGH THE PROCESS.
WHOEVER DESIGNED MY PLANS AND INSTALLED MY PANELS DID SO UNDER THE GUISE THAT MY CURRENT ENERGY CONSUMPTION WOULD COVERED UNDER THE SOLAR PANEL PLAN I WAS GIVEN. THIS WAS NEVER TOLD TO ME OR EXPLAINED. NO ONE CARES THAT I WAS GIVEN A PLAN THAT WAS NEVER EXPLAINED TO ME WITH VERBIAGE THAT WAS NEVER EXPLAINED TO ME. NO ONE CARES THAT I WAS GIVEN A PLAN THAT THE ONLY WAY IT MAKES ANY SENSE TO HAVE IS TO REDUCE MONTHLY CONSUMPTION DRASTICALLY. IF NOT I ACTUALLY WILL PAY NEARLY DOUBLE WHAT MY UTILITY BILL IS. NO SALES REP EXPLAINED THIS, NO ONE AT THE COMPANY CAN EXPLAIN THIS IN A MANNER THAT ACTUALLY MAKES SENSE FOR ME AS A CUSTOMER TO HAVE.
2 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Michael. Let me start by saying we are so sorry to hear about this situation. Our team would love the opportunity to speak with you further about your concerns to see how we can help turn this situation around. In order for us to best assist you, we will be sending you a private message requesting additional account information so we can assign an Expert to your case. Thanks!
Oct. 18th, 2023
Edward Sarinas Chula Vista, CA
This company is untrustworthy. I specifically told the salesperson that I did not want a lease agreement. I negotiated a purchase agreement that I electronically signed on 8/6/2022. As I later learned, the salesperson did not electronically sign that contract, but instead put my signature on a lease agreement. The panels were installed in August of 2022; however, it took three appointments before the city would sign off on the permit because the company representatives either didn't show up or failed to provide the necessary documentation. The solar panels didn't go online until January of 2023, which unfortunately caused me to lose out on the solar credits until 2023.
After the final approval, I attempted to make my final payment. I was told that I didn't have a purchase agreement, but I had a lease agreement. Fortunately for me, I kept every electronic document, including my copy of the purchase agreement, emails, and text messages. It was nearly impossible to get anyone in that company to listen to me or to find someone who could actually help me, After eight months, the company relented and renegotiated a new purchase contract. Shame on them!
2 years ago
Reply from Sunrun
Edward, we are so sorry to hear this and we definitely want the chance to turn your experience around. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case to help improve your experience with us. Thank you!
Sep. 19th, 2023
jlwgraphics San Jose, CA
BUYER BEWARE! Please, if anyone from Sunrun approaches you, your door, from Costco or wherever DO NOT use this company. Read all the most recent reviews. I think they average a 1 dating back to June. What do you do when you see a restaurant rated a 1? Enough said. I signed on with them back in March. They still have not even started the work. Their excuse, PG&E. Of course.. how easy.. blame it on the other business. There is way more to this, but it starts with service and they lack this in every way. To start, the initial sale: Visit to the house, assure you they will stay with you and make sure you are taken care of. EVERYTHING perfect until you sign.. and of course they get their commission. I had 2 salesman, but one in particular who only cared about the sale is Mike G. I have tried to call and text him for months and nothing. Ghost. He used all the jargon, promised, total sales guy. nothing to back it up. Since March, I have been offered 2 dates to come up and do an electrical panel upgrade (not even install the solar yet), Thats 2 dates, in 5 months. I finally get a date in August and the guy comes out and says.."ohhhh we are probably going to need to move your panel to a different location" He could have come out much earlier to tell me that, but .. nope. So we are not in middle September and the whole company is basically leaving me hanging and blaming it on PG&E. 2 MAJOR things.. my bills due to the heat wave are super high so I am losing all that money that is the reason I went with solar. The 2nd I will likely get the panels installed when it gets dark at 5pm so I will not be able to store the energy.
This company is poorly run, has awful customer service and if there is anything I can assure you of, you will be no different. Please choose any other company.. or you will be in for a lot of agony and empty promises.
2 years ago
Reply from Sunrun
Thanks for letting us know, jlwgraphics! We're so sorry it's taking longer than you had expected to get the system installed. We want to do everything we can to help resolve this. Be on the lookout for a private message from us, requesting additional account information so we can get an Expert personally assigned to your case.
Sep. 14th, 2023
Review Source
TRUCKMAN2017 Denville, NJ
The service is great customer service is good better than anything. I ever experience it’s not a machine l like there service they treat you like a person.
2 years ago Edited August 22, 2023
Reply from Sunrun
Thanks for your review! We're so happy to hear that you had a good experience with us! We're sure that you have enough decisions to think 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!
Aug. 15th, 2023
T. C.
Got 12 panels (490 watts) , 1 tesla battery 13.5 , i turn on 2 air cond. 1 is 12 btu , 1 is 18 btu turn both on at 10pm battery is out of energy by 3:am , Not happy at all !
would need 2 batteries to make them work not informed of this at time of selling. After wards was told by seller put temp. at 72° thats hot i want cold 60° . keep this in mind at time of purchase.
c.s. said use 1 air cond. not much help..having 2 batteries for $240 . monthly for 25 yrs..that is helping ! NO HELP FROM SUNRUN ! STAY AWAY ! SHOULD THEY HELP ME I WILL REMOVE THIS REVIEW AND PUT A GOOD 1 IF NOT IT STAYS HERE FOR ALL TO READ.
Aug. 29, 2023 - update - No help from sunrun , they say system is fine & battery don't turn on 2 air conditioners (heavy loads) so battery can last all night , wow some customer service!
i'm in moca , P.Rico. These solar panels need more power & another battery to work efficiently ! I DO NOT RECOMMEND 12 SOLAR PANELS & 1 BATTERY YOU CANNOT OPERATE 2 AIR CONDITIONERS !
To sunrun : System has 25 year guarantee why do you want to send specialist to my house that charges me $190. for 1 visit amazing customer service !
2 years ago Edited September 6, 2023
Reply from Sunrun
We appreciate you bringing this to our attention, T.C. We are so sorry to hear that you are having issues with your battery and our team would be more than happy to look into this further to see what the issue is. We will be sending you a private message requesting additional account information so we can assign an Expert to your case that can help you further. Thanks!
Aug. 15th, 2023
tenille wright Markham, IL
Before installation of the solar panels SunRun provided a great plan and communication was excellent. The issues occurred after installation. Currently, it is July the process started in February and the panels were installed in April. My solar panels aren't active to this day. I was told everything would be up and running by June 29th at the latest.
Not only are my panels not active, but I also have a leak in my roof in the office. It's a small leak that seems to expand every time it rains. I had to move my computer and put buckets on my hardwood floor hoping that the water doesn't get on them. I have contacted Sunrun and they give me dates that the roofer is available to come to fix the leak without providing a time.
Finally, I scheduled a date and time with SunRun and they agreed to the time, but sent a roofer out 2 hours earlier than the agreed time. This roofer claimed to have fixed the leak without going into the house. My roof is still leaking. After that occurred they sent another roofer over who told my husband that he has to get his boss to look at the leak.
Currently, SunRun got back to me and provided me with a date that the roofer could come, but no time. This has been a nightmare for us.
2 years ago
Reply from Sunrun
Oh no, Tenille! We're so sorry to hear about the damage to your roof and apologies for the delay in resolving your concerns. We definitely want the chance to turn your experience around. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case. Thank you!
Jul. 24th, 2023
james B martin Alamo, CA
I bought Sunrun last year. They finished the installation at the end of October but didn't have it inspected until February of this year. I complained numerous times about it taking so long to no avail. It started up in February. I got a Tesla battery as part of the equipment for backup in case of an outage. I live in California and outages happen too often. I just noticed that the Tesla batter is at 0% charge and has been for some time. It started dropping off shortly after start up but I did not realize there was a problem. A couple of weeks ago there was an outage but I wasn't home. The flashing clocks indicate that it did not switch over. I contacted Sunrun about this and they said they would have someone look at on August 16th. Why so long? I asked Sunrun to move it up and provide compensation repeatedly but no one has gotten back to me. It is very frustrating! There were other problems with Sunrun that should not have happened but these are the main ones. I would not recommend them.
2 years ago
Reply from Sunrun
Thank you for bringing this to our attention, James. We are so sorry to hear that you are having issues with your battery, and our team would be more than happy to look into this further for you. We will be sending you a private message requesting additional account information so we can personally connect you with an Expert that can help. Thanks!
Jul. 19th, 2023
Review Source
Sofia Nauth La Mesa, CA
Where do I even start, i’m so frustrated with this company Shame Costco for advertising this horrible company! We were scammed and lied the guy that we welcome to our house pretty much lied to us about everything, he made us sign a contract that was totally fraud. We’ve had our solar since May 2022, it’s been over a year we have not had anybody call us back. We did a fraud claim. And yet nobody has even tried to reach out to us. We call almost everyday and they tell us the same story, they’ll have someone call us back and get no one does. We are finally getting a Lawyer to handle this case. Whoever , is reading this I hope you don’t ever have to deal with this company.
2 years ago
Reply from Sunrun
Hello Sofia,thank you so much for reaching out to us and we are so sorry to hear about your frustration, and we want to do everything we can to resolve it quickly for you. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case. Thank you!
Jul. 18th, 2023
Rebecca Tucker Oakland, CA
I could give a -5 I would. A SunRun Sales Manager literally forged my signature on a Solar Contract. I came home to find a sub contractor digging a trench on my property. I have only been able to speak with customer service and fill out an ethics violation form. No return calls from anyone in the Visalia office. Not even an apology for running such a company that someone could forge my name and impersonate me on the phone. He literally used his phone number as my contact number as well as his email address for the DocuSign Contract. Not one of the many people that work these projects found this. Also, how in the world did I get financing if I never gave my social security information? Do not use SunRun. If they hires crooks, we’ll then…
2 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Rebecca. We are so sorry to hear about your experience. This does not represent the values of Sunrun, and we can assure you that we do not condone this type of behavior. We would love the opportunity to assist you and speak to you further on this matter. In order to best assist you, please send us your address and the details of your interaction to resolutions@sunrun.com, so that we can take steps to get this escalated immediately. Thank you!
Jul. 3rd, 2023
kbates Bristol, CT
Installed sun run about 3-4 years ago everything is great except
Initial roofing diagram for panels were to install on main roof and car port.
However my car port roof was to old so they revised the diagram for just the house
I was told if I got the car port roof done then they could add on
well I'm calling to add on and they tell me they are not adding in my area
If I new this initially I would have gone with another company
So don't promise what you cant deliver
2 years ago
Reply from Sunrun
Oh no! We're so sorry to hear this and we definitely want the chance to turn your experience around. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case.
Jun. 7th, 2023
Penny Godwin Happy Valley, OR
We purchased our Sunrun Solar system and it was installed in August 2015. It was great ... until it wasn't. Our system as been nonfunctional for nearly a year (July 2022 to date). I initially contacted Sunrun Inc. in August 2022 and, other than charging me $300 in October 2022 for a “cell Swap Upgrade” that has nothing to do with the defective inverter that was finally determined to be the issue, it took until December 2022 for Sunrun to engage Synchro Solar in Portland Oregon to assist us. The technician came out promptly and determined the issue was a defective inverter (that Sunrun has known about but failed to recall) and they have been waiting for the replacement inverter from Sunrun now for 6 months. I'm not told that it could be September before the part will be available to repair my unit (which is under warranty BTW). We've lost 10 months of functionality (our electric bill for the last two months was $438) with no repair date even scheduled. I'm not sure how Sunrun receives such high customer ratings, other than those customers haven't needed service yet.
2 years ago
Reply from Sunrun
Hello Penny,
My name is Aulana, and I am part of the Social Media team here at Sunrun. I'm following up with you regarding the review you provided, we definitely want to turn your experience around. In order to look into this further, can you please provide me with your service address?
Thank You,
Aulana
My name is Aulana, and I am part of the Social Media team here at Sunrun. I'm following up with you regarding the review you provided, we definitely want to turn your experience around. In order to look into this further, can you please provide me with your service address?
Thank You,
Aulana
Jun. 5th, 2023
Lorrene Salazar Patterson, CA
Please do not use Sunrun. My bills have never been higher for PG&E, and everytime I call them, I am told that the system is working. For two years in a row, we have received a True-up bill over $2,000.00. So divided that is approximately $200.00 per month, plus the $125.00 for the panels plus our PG&E Bill. To top it off, we are stuck paying for these panels for 16 more years. We did not order this junk, we moved into a house that already had it. If we had known, we would have choose a different house. We pay more know than we did on our last home with no solar that was 1,000 square feet bigger. I have called to complain numerous times and when I did finally get an answer, they offered to let me pay 1/2 the payment so I could owe for 32 years instead of 16. We had two people at Sunrun tell us we needed more panels to truly benefit, then we were told, Sorry we cannot add any more panels. There is no room. If I could take the panels off I would and just pay the monthly bill. We freeze in the winter and bake in the summer and we are still paying between $450 - $600 per month. If a representative from Sunrun comes to your door, SLAM IT and if you see them in Costco RUN AWAY. I HATE THIS COMPANY AND PRAY THEY GO OUT OF BUSINESS SO THEY CANNOT STEAL FROM ANYONE ELSE.
2 years ago
Reply from Sunrun
Hello Lorrene,
My name is Aulana, and I am part of the Social Media team here at Sunrun. I'm following up with you regarding the review you provided, we definitely want to turn your experience around. In order to look into this further, can you please provide me with your service address?
Thank You,
Aulana
My name is Aulana, and I am part of the Social Media team here at Sunrun. I'm following up with you regarding the review you provided, we definitely want to turn your experience around. In order to look into this further, can you please provide me with your service address?
Thank You,
Aulana
May. 22nd, 2023
Stephen Bogert Stony Brook, NY
sun run sucks!
2 reasons ,
1. I have been with them a bit over one year, after that 1 year the bill went up almost 3% When I was being 'sold the system, a BIG part of the sales pitch was that the cost would NOT increase! Obviously they got me in the fine print!
2. My billing cycle for autopay is awkward for me, sometimes it at the end of a month, other times at the start of the next. The months end is also about my charge accounts cycle, so I wanted them to move the date back or forth a week, They said impossible to move!!! They advised I drop autopay option and pay $7 extra fee monthly. Screw them!
3 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Stephen. We are so sorry to hear that you are having issues with your autopay in your billing cycle, and our team would be more than happy to look into this further. We've assigned an Expert, who will review your account and reach out to you as soon as possible to help resolve your concerns. They do take a few business days to reach out to you, so please feel free to send us a private message if you have any questions in the meantime. Thanks!
May. 9th, 2023
Lee Bakersfield, CA
In December of last year my system wasn’t working. It had been off for a couple of weeks. We were not notified by Sunrun that there was an issue with our system. One day I was looking at the inverter in my garage and saw red light alarm on. I looked at the panel and saw that it had faulted for an arch alarm. I reset the panel myself.
I waited for Sunrun to contact me about the alarm. I got no response. I called Sunrun myself and for several months got the run around. Things like having my service ticket cancelled by their sales rep. No response at all and finally I talked to a supervisor and he told me that my system looks fine, I told them it had an arch alarm and didn’t care. They would only send a tech out for a healthy system check at a cost of $190.00 . This is a fee I don’t think I should have to pay for due to the arch alarm.
I am to happy with their customer service!
3 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Lee. We are so sorry to hear that you are having issues with your alarm, and our team would be more than happy to look into this further to see how we can help you. We will be sending you a private message requesting additional account information so we can assign an Expert that can help. Thanks!
May. 3rd, 2023
Jan Westerhoff Natick, MA
We installed solar panels about 10 years ago renting them from Sunrun. They stopped working in July of 2022. We called for service and after attempts at fixing the equipment, they said that the panels were shorting out and they would have to replace them. This diagnosis was done in January of 2023. It is April of 2023 and we are still waiting with no information about estimated date to replace. In contacting the person who is in charge of our project, she sent an email basically saying don’t bug her weekly, just check in monthly. This is sad since before the shorting out issue, we enjoyed our solar agreement and recommended Sunrun to our friends.
3 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Jan. My name is Aulana. As part of Sunrun's Social Media Team, I can assure you that we would be happy to look into this for you in order to get it resolved. To best assist you, please send your address and an overview of your concerns to resolutions@sunrun.com, so that we can personally connect you with an Escalations Expert that can help you with this. Thank you and apologies, we definitely want to improve your customer experience with us!
Apr. 19th, 2023
PayamR Porter Ranch, CA
Longtime Costco Member! Purchased solar in 2019 thru Costco’s company, Sunrun. First rainstorm after install, garage flooded. Sunrun came to repair leak couple weeks later. Late 2022 with heavy rains, experienced another leak in bedroom directly under solar install. Sunrun sent team, was told leak was repaired. Sadly with next large rainstorm, leak began again except worse pouring onto hardwood floor and causing damage. We had leak inspected by private company. Damages more extensive than initially told by Sunrun. Now dealing with mold. Inspection reports/photos/images of damage all provided to Sunrun. Despite knowing we have mold and health issues involved with living with mold, over past 4 weeks, no one has called to follow up. Now forced to get an attorney to deal with issue. To say Costco and Sunrun have neglected us is an understatement! We will be taking any and all legal action against both Costco and Sunrun.
3 years ago
Reply from Sunrun
Thank you for bringing this to our attention, PayamR! We are so sorry to hear that there is extensive damage to your home, and we would like to look into this further to see how we can resolve this quickly. We will be sending you a private message requesting additional account information so we can personally connect you with an Expert that can help. Thanks!
Apr. 12th, 2023
Renato Caccin Araujo Boston, MA
I am having the same problem as must of the customers here. When the sales rep came to my home he told me if any of the parts (sunrun) or myself would not agree with the performance of the system the contract could be cancel, guess what after I called customer service 5 times they told me I would have to pay them 20k or buy the system to have that removed out my roof. I think customers should get together, contact a good law firm and open a collective lawsuit against sunrun. I even contacted the department of energy of MA but it seems they are all working together, someone needs to be making money I guess. And now I am paying double on my electric bill and sunrun as well.
3 years ago
Reply from Sunrun
Thank you for reaching out to us, Renato. We are so sorry to hear that this has been your experience, and we want to do everything on our end to help resolve your concerns quickly. I've assigned an Expert who will review your account and reach out to you as soon as possible to discuss this with you further. If you have any questions in the meantime, please send us a private message so we can help you. Thanks!
Apr. 4th, 2023
Ron Willis Ventura, CA
This review is for their customer service. We don't have any problems with the solar panels, however, we have been calling almost every day to have the panels taken off so we can have a new roof installed due to the roof leaking. They keep telling us they will have someone call to schedule a time and date but no one has called back to schedule. This has been going on for over 2 months. We have not received any calls from their contractor/s to schedule a time. If we don't have someone call us within the next few days we will turn this matter over to our attorneys. This has gone on way too long!!!
3 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Ron. We are so sorry to hear that you are having issues with scheduling an appointment to have your panels removed. Our team would be more than happy to look into this further to see how we can help you. We will be sending you a private message requesting additional account information so we can help you further. Thanks!
Apr. 4th, 2023
Marco A Hernandez San Diego, CA
I purchased my house in 2020, it already had the Sunrun contract so I took over payments. I recently had the opportunity to check and understand the system. It turns out the system is broken, it has not been producing since 2019. I have called sunrun several times and that's when they found out there was something wrong with the system, they claim in the contract that they check the system on a daily basis, its not true. They do make sure I get charged every month though. Anyways. everytime a reachout to them they promise to send a technician. This has not happen in a month. And im still paying hi prices in electricity and for sunrun's system that as of today it still useless. What a headache!
3 years ago
Reply from Sunrun
Thank you for reaching out to us, Marco! We are so sorry to hear that your system has not been producing properly since 2019, and we want to do everything we can to get this resolved quickly. We will be sending you a private message requesting additional account information so we can personally assign an Expert that can help you. Thanks!
Feb. 22nd, 2023
Lisa Riverside, CA
I’ve had Sunrun solar for 7 years. We purchased our solar through Costco. I’m finding these reviews of 8 months interesting. Just wait until you need service. We had to have a panel fix because it wasn’t producing. Now our panels are under producing solar so we don’t generate enough electricity to offset out SCE bill. We actually have had to pay every year now for the last 3 years. Then when we try to get Sunrun to check system they want us to upgrade our meter because the power company is upgrading their equipment and they want 300 dollars to do this. They don’t monitor our system but can access our system through other resources(inverter) they use. So, all you new solar people buckle up for the ride!
3 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Lisa. We are so sorry to hear that there is an issue with your system, and we'd be more than happy to look into these issues to ensure you are enjoying the full benefits of going solar. We will be sending you a private message requesting additional account information so we can assign an Expert to help you. Thanks!
Feb. 2nd, 2023
Armando Rosa Jr Los Angeles, CA
Buyer beware!!! Sunrun and Costco are not the preferred solar provider. It's a joke and a rip-off. I was in the Costco in my city (City of Commerce,CA) shopping and always had an interest in solar and spoke with a representative in the Costco and signed on for solar in 3/2022. Here we are in January 2023 and still no installation of solar panels. I never heard of Sunrun but trusted them because of Costco. I was told the panels would be installed in 7/2022. In October I was contacted by the funding company (Goodleap) to be informed that billing would begin n November 2022. So far I have made payments for three months and no solar installation. In this month (January 2023) Goodleap pulled back the funding from Sunrun because of delays and I had to sign new loan documents so Sunrun could have the money for the panels. This whole experience gets worse because the communication between the sales department and the installation department is so convoluted that one hand does not know what the other hand is doing. To quote the sales person indicated that she only a " Messenger " and has no control over the installaation. On 1-13-2023 I was conatcted to schedule the installation by a Derin H with an agreed installation date of 1/24/2023 and no one showed up, no phone call, nothing! As of this writing I have no idea where I stand with regard to my solar installation. Its a sad situation when Costco teams up with a company like SUNRUN they should be ashamed, I trusted in Costco and have been let down. There is more drama but I am limited in this rating. All future customers that shop at COSTCO should stay away from SUNRUN as a provider of solar.
3 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Armando. We'd be happy to look into this for you to see what the hold-up is with the installation. We'll send you a private message asking for additional account information so that we can assign an Expert to help you directly.
Jan. 31st, 2023
Brett C Chula Vista, CA
This company is unethical and dishonest. I bought a house that had two solar systems. One paid for and one a Sunrun PPA. The old paid off system produced 3,500 watts at its peak today. Someone told the previous owner, I am going to give you a FREE solar system and he bought the lie for 25c per kwh. Sunrun proceeded to install an additional 22 panels to the existing 18 panels, 40 panels. 4,500 stated watts added to 3,500 estimated watts. The house is 2,500 sq ft. Last year, in spite of the system repeatedly malfunctioning, I still paid .25c times 5,500 kwh. $1,250 donated to the grid and refunded at 4 cents. Before it started malfunctioning, when it was new, Sun Runs system produced 7,000 kwh per year. This system is and was never needed. No idea how they sold this to the previous owner, some people think they will get paid full rate for excess electricity. When the system was designed the goal of solar was to keep your rate in tier one which was always less than 25 cents. The system makes no sence yet their engineers and salesman collected a massive rebate from the government. They ripped off the government-you and their customers. I estimate the tax rebate at the time to be $10,000 plus 78,000 kwh at 25 cents. Totalling almost $30,000 they have collected on a system priced at 24,000 yet I recently received a letter saying they want $24,000. They turned me over to a collection agency a couple years back for the same amount. I talked to the agency and since they were NOT idiots, they dissapeared from the situation. These people are dispicable.
3 years ago Edited October 4, 2023
Reply from Sunrun
Thank you for bringing this to our attention, Brett. We'd be happy to look into this for you and we will be sending you a private message requesting additional account information so that we can assign a Specialist to assist you directly.
Jan. 28th, 2023
Rhonda Gardenheir Phoenix, AZ
I'm very upset with Sunrun. On 12.28.22 I received an email asking me to call to make an appointment due to the loss of communication of our solar. This has been done 3 times. An appointment was made for 1.20.23 between 8 and 12 and once again, no one came AND no one bothered to call to update the appointment. Considering this is the first time I've been required to request your attention you are not showing us much concern ~ SO stop asking me how you did. WHAT DO I DO NOW? It is noticed that you're quick to take $ but you're not so quick to respond to your customers needs.
R. Gardenheir
Surprise, AZ
3 years ago
Reply from Sunrun
We are so sorry to hear that you are experiencing issues with your system and for the lack of communication, Rhonda. We would love to review your system's performance and any other specific concerns you have. We will be sending you a private message requesting additional account information so that we can get a Specialist to reach out to you as soon as possible. Thank you and again apologies!
Jan. 23rd, 2023
Marie-France Sam Torrance, CA
ABSOLUTELY WORSE COMPANY EVER. They are either incompetent or crooks, but I suspect they are both. Shame on Costco for choosing to partner with Sunrun (I will also notify Costco of my negative experience). After meeting with a Sunrun sales person who we discovered later is a rookie and has NO experience whatsoever in the solar power industry, we decided to sign a first contract which would allow for Sunrun to send a surveyor to inspect our roof. We made it crystal clear from the beginning that we were putting on a brand new TILE roof. We were never notified that this could be a problem. NEVER. Sunrun sent a surveyor to do an inspection (inside the attic, inside the house and outside as well) while the new tile roof was being started. A day or so later, I received a text message from the sale person that the roof was perfect! "I just talked to the surveyor, the roof is all good to go" (I kept her text messages as proof and will forward to Costco when I write my complain). They sent a second surveyor with a drone... Still good to go... until I received a phone call that they cannot place solar panels on a tile roof unless we remove the tiles where the solar panels would be mounted and lay asphalt. Really??? Do you think that a company whose primary business is to put solar panels on roofs would have the decency to notify us of this earlier???? Well, if we were to pay an additional 10K than what was stipulated on the original contract, they would do it.... which of course we refused to do. Story short, unless you want to risk doing business with incompetent people or crooks, stay away from Sunrun!
3 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Marie. We are sorry this was your experience; we would be frustrated too! We apologize on behalf of our sales team. That mix-up should not have happened. If there is anything we can do for you in the future, please feel free to reach out.
Jan. 24th, 2023
William Koski Las Vegas, NV
Sunrun took our prior year's power bills and promised to generate enough power so we'd only pay NV Power the less then $14.00 connection fee',
Due to a death and cancer diagnosis and treatment I didn't sit down and look at their performance until 16 months after it was activated.
When I did I discovered they were producing about 50% of their PROMISED output. I was actually paying them more per KWH then I'd have paid NV Power.
In January 2022 I quit paying my monthly bill because they CLAIMED the system was operating at 100% of what it was designed for.
They then told me if I provided statements from NV Power, which we'd done before installation, they'd review the system's performance which I knew was a waste of time because they'd again claim it was at 100%.
But I did it and before they'd even had time to study it they DEACTIVATED the system because I was 2 months in arrears!
Now they're telling me if I pay the 2 months I owe they'll reactivate it?
THEN I'd be right back to paying them more then I'd pay NV Power per KWH, SO why would I?
My demand now is they either up grade the system to perform like their representatives PROMISED us over and over that it would or remove it!
3 years ago
Reply from Sunrun
Thank you for reaching out, William. We are so sorry for the issues you have experienced with our services. We will be sending you a private message requesting additional account information so that we can assign a specialist to reach out to you as soon as possible to resolve your concerns. Thank you and again apologies!
Jan. 23rd, 2023
Richard Brown San Diego, CA
Horrible company! So far, it has a) failed to properly file with city of San Diego for permits forcing a delay of 4 months; b) the delay would not have been discovered without having a relative within the city government discovering it; c) the initial installation of the roofing underlayment was done improperly, leaving a clear seam in the shingles which led to roof leak; d) company could not schedule a roofer to inspect so we had to do that ourselves; e) roofer discovered that sealant had not been applied properly nor had solar panel mounts been properly installed which necessitated complete removal of all panels and re-roofing (again arranged for by us, not the company); f) after panels were removed today, we discovered that a caulking gun and caulking tube had been left on the roof--which the workers merely tossed on the ground by the house, and several plants by the house had been trampled and broken; G) to add insult to these, we had to spend time filling out a form to request for the removed panels to be reinstalled!
This company has been, to say the least, a complete disappointment in terms of its stewardship, accountability for quality of work, and follow through. We are regretting our choice of company to say the least.
3 years ago
Reply from Sunrun
Hello Richard! My name is Frances, and I am with the Social Media Team here at Sunrun. We're so sorry to hear about your frustration with faulty installment and reinstallment of the panels. We want to do everything we can to resolve it quickly for you. Your feedback helps us continue to improve your solar experience. We'll be sending you a private message to gather more information so we can assist you further. Thank you!
Jan. 19th, 2023
Sukhi Sembhi Olivehurst, CA
I can see all you new customer are very happy with the quick installation. I hope and pray you will not have to call Sunrun for a roof leak be it their brackets created the leak or any roof leak.
One of our rooms developed a leak around the 5th December 2022.
I contacted Sunrun and I talked to a rep on 12/07/2022.
I knew our warranty was for 10 years. The lady insisted it was for 5 years. I asked them for a copy of my contract.If the warranty was for ten years Sunrun would be responsible to repair the leak.
Surprisingly the contract could not be found for 7 to 9 days. When it was finally sent to me it was differed with what I had paid for.It is noteworthy I was not sent a copy since the last 8 years. I insisted the warranty was 10 years but the lady said otherwise. I reminded her that I had got a quote in September 2022 from Sunrun to add more panels to increase production from 61/4 KW to 18KW and the warranty I was offered was 10 years but she would not agree.Every solar company offers 10 years roof warranty and 25 years product warranty.
I must have contacted Sunrun almost 7 times between 12/07/2022 to 12/27 20222 before I finally got an appointment on the Thursday 12/29/2022 for a technician to come remove my five panels so that my roofer can come check my leak . I was promised a technician for 17 January 2023.If you do the math It would take 40 days to get a technician from Sunrun. With the heavy rains, we are experiencing for the last three weeks all my carpets,ceilings,documents etc. are damaged just because Sunrun could not provide a technician for 40 Days.
Getting Sunrun was my biggest mistake in my life.
3 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Sukhi. My name is Kristyn, and I am part of the Social Media Team here at Sunrun. We are so sorry to hear about your frustration, and we want to do everything on our end to help resolve your concerns and turn this situation around. I've assigned an Expert who will review your account and reach out to you as soon as possible to look into this further. If you have any questions before then, please feel free to send us a private message. Thanks!
Jan. 4th, 2023
JV Milpitas, CA
Today I heard some loud noises on my roof and then piece of equipment fell off my home. I called Sunrun to report it and have someone come out to make sure everything is secure and I was told fill out a claim and the damage claim team will call in 24-48 hours. I explained something already fell off my home and this is now a safety issue and need someone asap before something else falls off and possibly hurt someone. They said nothing they can do until a case is opened and they call me back. Then the rep ask for me to get pictures of the equipment and I explained I live a in a 2 story home and could not get pictures but they needed those photos before they can move forward with the claim. The manager even said sorry nothing we can do without the damage team but your equipment seems to be online and working so everything is ok. Seems as Sunrun doesn’t care about the safety of their customers and even when they know equipment is falling off the roof. Horrible service and would not recommend Sunrun to anyone. So now I hope nothing else falls off while I wait for a phone call!!!
3 years ago
Reply from Sunrun
Thank you for bringing this to our attention, JV. We are sorry this was your experience; we would be upset too! We will be sending you a private message to obtain the information we need in order to assist you further. Thank you!
Jan. 3rd, 2023
AM Brockton, MA
I signed SunRun's contract in August, 2022, They installed panels on Sept 26, 2022, Then on Sept 27, 2022 , they sent me an e mail indicating thatthey installed a different model panel than that which the contract specified AND that the system, can't provide anywherre near the production that was guaranteed IN WRITING in the contract that we had signed . The e mail included a "change order' for me to sign- again this is AFTER they had installed the solar panels. SUN RUN knew their contract had overpromised production but apparently chose to install the panels BEFORE they advised me of this, presumably out of concern that I would not agree to the terms of the change order/new contract and they would lose the sale along w/ the investment they had made by replacing the part of my home's roof on which the panels were installed. I did not sign the change order but , strictly out of a sense of fairness, I indicated I would be more than happy to work w/ SUNRUN in creating a new contract the terms of which to be satisfacorty to both SUNRUN and me. I actually came to an agreement with the project manager regarding terms for a new contract . So one would think this should have been the end of this saga, but amazingly, despite me agreeing to , what is in essence, BAILING out SUNRUN for ITS mistake, SUNRUN seems to have "ghosted" me. I have left 2 phone messages for the project manager over a 2 wk period, with SUNRUN representatives who assured me they would give him the message and that I should be getting a return call within 24 hrs. I have received NO call back. I had also emailed him 3 times, waiting at least 4 days between e mails to give him time to respond. NO responses. So now my concern is that if customer service is THIS bad at a time when SUN RUN should be "BENDING OVER BACKWARDS" to satisfy me and get me to sign a contract (which I have no obligation to agree to) I can imagine how bad customer service WOULD BE IN THE FUTURE when /if a have a problem with the functioning of the system. I have never had the misfortune of working with a company whose customer service was THIS BAD.
3 years ago
Reply from Sunrun
Hello AM,
My name is Kristyn, and I am part of the Social Media team here at Sunrun. I'm following up with you regarding the review you provided, we definitely want to turn your experience around. In order to look into this further, can you please provide me with your service address and an overview of the specific issues you are currently having?
Thank You,
Kristyn
My name is Kristyn, and I am part of the Social Media team here at Sunrun. I'm following up with you regarding the review you provided, we definitely want to turn your experience around. In order to look into this further, can you please provide me with your service address and an overview of the specific issues you are currently having?
Thank You,
Kristyn
Dec. 6th, 2022
Richard M Smithtown, NY
I have my Sunrun solar panels for 7 years and noticed solar production started reducing over the last 18 months. It took several phone calls to Sunrun before they recognized an issue and agreed to send a technician. When the tech. arrived they had a device and could see that 11 out of my 43 panels were not working. They indicated that they will need to order optimizers which are back-ordered and could take up to several months. The technician indicated that new Sunrun installs will get the priority. I am now making 30% less from my solar panels while Sunrun puts resources to new installs. I have a problem with a company that cares more about new customers and less about existing customers. That's a poor way to conduct business.
3 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Richard! We are so sorry to hear about your experience, and would love to review your system's performance and any other specific concerns you have. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case. Thanks!
Nov. 14th, 2022
Laurie K BURNS Lafayette, CA
The worst customer service EVER! Their meter stopped working in April/May 2022, they could not schedule an appointment as they were sort on staff.- Months have gone by, they have received NO data as to my usage, but they determined it "probably went up" so my monthly payment went up by nearly $100 per month. Multiple calls- everyone will bet back to me, but no one does. Then customer service tells me it is my fault as they have been unable to reach me. Seriously?? Still no repair. So I cancelled auto-payment! It is AMAZING they can call , text and email using multiple methods of media successfully as I am receiving 3-5 messages a day asking for money! I told them when they fix it - I will consider payment - and I expect a refund and full accounting of their methods and procedures for these last SEVEN months- how, why and who authorized my increased usage! They are so fraudulent! Frankly, I don't believe a word they say - I would never do business with them again . . . EVER!
3 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Laurie. We're so sorry to hear about your frustration, and we want to do everything we can to resolve this quickly for you. We will be sending you a private message requesting additional account information so we can connect you with an Expert who can look into for you. Thanks!
Nov. 10th, 2022
Shelly Mitchell Fresno, CA
If I could give ZERO stars I would. Leased my first set of Panels in 2011 and received a $2000+ True-Up bill from the start. It was truly like the panels were doing nothing. Saw Sunrun guy at Costco and since Costco was endorsing them I purchased another set of panels, but financed this set this time. Again, the panels seem to have done nothing. Still received a True-up of over $2000 year after year. I've called, emailed, reached out on Facebook and I just get the runaround. "Your panels are producing fine". Finally talk to someone who told me what I needed to do. Find on my paperwork how much Sunrun promised they would produce VS. what they actually are producing. First set, 5.265kW and the 2nd set 7.155kW so that should be over 12kW. On my SunRun production app is shows that my panels produced 4.5 in 2021. So I called and spoke with someone on the phone for 3 HOURS and finally got her to see that they were indeed underproducing. She scheduled someone to come out. Dude came out, said they didn't have the part and would have to order it and someone would contact when it is in. That was September 16th, over a month ago! I call again today to just get transferred around and disconnected everytime I get transferred. So I have been paying for panels for the past 5 YEARS that have been WAY UNDERPRODUCING AND YOU DON"T NOTICE?? AND WHEN I CALL TO BRING IT TO YOUR ATTENTION I AM TOLD EVERYTHING IS WORKING FINE! BEWARE OF SUNRUN - RUN AWAY!! Worst Solar company EVER!! Oh, and just to let you know, I am a single mother struggling to raise my kids. I don't have time for this CRAP. You have taken advantage of this mama and she is NOT HAPPY!
3 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Shelly. We're so sorry to hear about your frustration, and we would love to review your system's performance and any other specific concerns you have. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your case.
Oct. 29th, 2022
Ivan Krivokapic San Diego, CA
Inverter on my system failed back in July. I discovered this myself by reviewing electricity bill's . Sunrun failed to inform me about the event so I'll keep wandering of why they have remote monitoring...
To make story short I lcall them reporting the problem. I have been promised to get inverter replaced at certain date. Sunrun scheduling service LIED. No one showed up at the promised time frame - I called them back to find out what happened and guy on the phone was clueless about the appointment.
Four hour of my time has been lost. I rescheduled for the next available time frame - more than two weeks down the road.
I requested written confirmation this time.
Anyways if they lie again and fail to adequately reimburse me for lost electricity generation I afraid that I will look for breached contract resolution at the court room.
3 years ago
Reply from Sunrun
Oh no, Ivan! We're so sorry to hear this and we definitely want the chance to turn your experience around. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your issue.
Sep. 6th, 2022
matt tuck Chicago, IL
My solar was installed over 3 weeks ago and I have had no contact with my agent about what is going on. I was told when I purchased that permitting and will be taken care of ahead of time and the only wait will be for PG&E to switch on. After calling around I am getting different answers of what is going on. I have been told like 4 different stories but the underline theme is the permit was screwed up and needed to be fixed. My agent assigned to me Angelica L has not tried to fix the situation or communicate in anyway. I am paying PG&E bills for 100+ heat because Sunrun cannot figure out what they are doing. At this point I just want the panels removed and go with a different provider that will actually acknowledge that I exist. Sunrun was quick to take my money, but actually communicating afterwards is nonexistent.
3 years ago
Reply from Sunrun
We're so sorry to hear this, Matt. We certainly don't want you to feel frustrated. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your issue. Thanks!
Sep. 6th, 2022
Carole Lane Encinitas, CA
It took over a year for Vivint (now Sunrun) to turn the system on after installing it due to one issue after another requiring follow-up appointments that were scheduled 3 months out each time. They finally did turn it on 2018. There were numerous problems with breakers, inverters, etc. after that. The current and most pressing problem now with that the communication unit stopped working in December of 2020, and they seem to be incapable of fixing or replacing it, as call after call, appointment after appointment are scheduled to no avail. They even send out repairmen without checking if the replacement part has come in (it had not). They finally installed another small box, but it still didn't communicate. I called again and "Mary" told me that they needed to enter the serial number in the system and it should work in a day or two, and she PROMISED to call back and check. She never did, and it's still not working. (She's in a long line of customer service reps who have promised to follow up and never did.) THIS HAS B EEN GOING ON FOR A YEAR AN 8 MONTHS SO FAR. I call again and again, and they say that Riley B (who is assigned to the account) is the ONLY person that I'm allowed to speak with - but Riley is NEVER available and NEVER calls back, so I wait a few days and call again, and spend another hour on the phone PLEADING for ANYONE WHO CAN HELP. In the meantime, SDG&E wants their money, but Sunrun is unwilling to speak to them about what my system is generating until the technical issues are resolved, which apparently is never. UNBELIEVABLY POOR SERVICE.
3 years ago
Reply from Sunrun
We're so sorry to hear this, Carole. We certainly don't want you to feel frustrated. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your issue. Thanks!
Aug. 23rd, 2022
Eric and Melanie Hanson Seymour, CT
Let me start with the positives.
My local rep was fantastic. Responsive, explained things in great detail, always communicated changes that were occurring and what step of the process we were on.
One time, I got a customer service representative that said they were in California, I don't remember her name... she was great.
Every. Other. Thing. has been awful. I cannot express this enough.
I am at the point where we will be seeking legal action against Sunrun.
We signed a contract for the company to install 29 panels on our roof. I cannot see the majority of my roofline (2 story house on a hill). Guess what? They installed 36 panels.
I am producing more power than I expected. I am paying more money that I expected.
I am called Sunrun COUNTLESS times about this. Asking them to either lower our cost/KWH or remove the extra panels. Lots of run around and lots of no answers. Their customer service representatives are trained to reiterate what you say, over and over again. It is infuriating. One male representative asked me if I knew what a screen was.
They broke my contract and are now dodging their error. They owe me a solution and an apology a this point.
RUN from this company.
3 years ago
Reply from Sunrun
Thank you for bringing this to our attention, Eric and Melanie. We'd be happy to look into this for you and we will be sending you a private message requesting additional account information so that we can assign a Specialist to assist you directly.
Aug. 3rd, 2022
stillinshock Angwin, CA
I've read many reviews on this site and it looks like most people are really happy with SunRun. But truly, after six months and my first summer, I'm still in shock about how much it costs.
Please read the review from MAB Rancho Santa Margarita, CA. She is exactly right. I am paying up to $188 per month in summer just for my solar bills. Over 7 months, I've paid almost $1000. I can't believe how much it costs. I'm paying for the energy production--and will still have to pay PGE about $200 across the course of the year. This defeats the purpose of having solar in the first place.
I contacted the company twice a few months apart and asked if I could change my contract and both times they have said "Migrated accounts cannot switch between billing types right now, but we're looking into offering this in the future with the integration of billing systems." I am deeply, deeply disappointed and out of pocket.
3 years ago
Reply from Sunrun
Thank you for bringing this to our attention. We'd be happy to look into this for you and we will be sending you a private message requesting additional account information so that we can assign a Specialist to assist you directly.
Jul. 27th, 2022
Imelda Phillips Vallejo, CA
Do NOT go with this company! They installed our panels over a YEAR AGO!…. Locked us into a loan with GoodLeap and they failed the inspection by the City of Benicia the first thtime around and have left us holding the bag ever since! They do not return phone calls either! If you go on Instagram you will read HUNDREDS of similar complaints! This is criminal! All that they care about is the sale. Don’t take my word for it… go check out their complaints on Instagram: Stay away!!! We don’t know what we are going to do now. We will probably have to file a lawsuit to pay off our loan and have the panels removed.
3 years ago
Reply from Sunrun
We're so sorry to hear this and we definitely want the chance to turn your experience around, Imelda. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your issue.
Jul. 18th, 2022
Todd Thienngern Anaheim, CA
Worst service I have ever experienced. I signed up for Sunrun in November of 2021. I needed my panel upgraded first so they sent out electricians last week of March. They installed the pannels the first week of April 2022. After the installation, I heard nothing for months. I called the 800 number, but no one answered. I have left messages, but no one calls back. I purchased the pannels so my first payment was due June 1st. On June 3rd the city came out to inspect the panel. It failed, they needed at least three different repairs. Of course, I have not heard anything from Sunrun. Now it is July 1 and my second payment has been made. It has been 90 degrees for the last two weeks, and I have had to run my AC the whole time. So now I will have a huge electricity bill on top of my payment to Sunrun. Not worth the promised saving. They way things are going I am sure I won't get the tax credit either. Well I will try to update this when they finish the install and I get the solar working.
Todd
Anaheim CA
3 years ago
Reply from Sunrun
Thanks for bringing this to our attention, Todd. Monthly savings will vary depending on your usage, but we would be more than happy to take a closer look at this for you to ensure that you are enjoying the full benefits of going solar. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your issue.
Jul. 5th, 2022
judith reid San Diego, CA
Our journey with this company was the worst very long story short we signed a contract for a 25 year lease for 8 panels everything was going great until they were done installing and we look up our roof and notice only 7 were installed.. The war started… over a year of no solutions phone tag refusing to add the missing panel such an easy fix right?! NOPE!! They refused to do it so I wanted their panels off my roof why would I pay for something I dont have!! It was like going in circles with these people.. we finally decided to file a complaint to California Contractors State Licensing Board and it went through.. finally some hope in this nightmare!! All of the sudden we have someone calling US!! She was available all the time and quick to respond so I knew that we had their attention now.. we ended up going into negotiation with them and they handed ownership of the system to us and we got out of being in that stupid contract with them pretty much for no cost which I hope is a win for us.. this was a very difficult.. time consuming …and stressful journey with this company.. I’m glad is over but its really sad how something that can be so good rich companies make it so bad and ugly… hope this is helpful for other out there trying to go the Solar route.. do your research… I consider myself blessed that I dont have to deal with this company’s BS anymore!
3 years ago
Reply from Sunrun
We're so sorry to hear this, judith. We certainly don't want you to feel frustrated. We will be sending you a private message requesting additional account information so that we can get a Specialist assigned to your issue. Thanks!
Jun. 27th, 2022
Lawrence Hee San Diego, CA
The installation of the solar system on my roof went smoothly and I didn't have to worry about permits. It took four days to install the thirteen solar panels and another two weeks to be hooked into the system. My monthly electric bill averaged $120-150 monthly and now only pay $87.31 for the SunRun lease. Problem was that after working for six months, Sunrun solar panels stopped working, as of September 15th. I wasn't informed by Sunrun and didn't realize my system was not operating til January 2022. A tech was sent out and changed out my control panel,but til this day no solar generation. I stopped my direct payment as of May2022. Now I am getting harrassing calls to pay my SunRun bill? After 120 days of non-payment, it will go to a third party collection agency. Fix my solar system or take it off my roof?
3 years ago
Reply from Sunrun
We are so sorry to hear this! We would love to review your system's performance and any other specific concerns you have. Please send your address and an overview of your concerns to onlinereviews@sunrun.com, so that we can connect you with a Specialist that can help you. Thank you!
Jun. 21st, 2022
Seamas Culligan Dorchester, MA
Pushy sleazy sales reps. They lied to me in order to get me signed up, then they reneged on a promise made to me in writing. I told their sleazy rep that I would not sign up for solar until after I did an addition on my house. He told me that we should install solar array immediately in case the incentives end, because SunRun/Vision Solar "will honor a one time removal, storage, and re-installation of your solar system array at no additional cost." So trustful me signed up, the solar system was installed and I regretted it immediately. Once ready to renovate SunRun went back on their removal/storage/installation promise and hit me with a $1287 re-design fee, not mentioned on their letter. They also tried to stick me with the storage fee, playing semantics with the meaning of their letter. We have been ruined by these crooks, I had to cancel the intended June 15 renovation/addition on my house, all our plans & dreams shelved because of the corrupt pencil-pushers at SunRun. A truly hateful company, typical of the cowboys that are infesting the solar industry since states started a goldrush offering solar incentives. Solar is the new wild west, I curse the day I let that SunRun con-man into my house. BTW since getting solar our electric bills are even higher than before, so much for the $50 monthly savings promised by SunRun's sleazy sales rep, who has since vanished from the face of the earth. He is unavailable for comment, uncontactable, no follow up calls from him. Go on Yelp and you'll see what a shoddy customer satisfaction rating SunRun has. Personally I believe that their occasional 5-star ratings are fake, because they are drowned out by the 1 star out of 5 ratings. I've read 5-star ratings by people who made identical spelling errors, so I suspect the same individual authored a bunch of fake positive reviews. Run a mile from these cowboys, read their Yelp reviews, and don't do business with them.
3 years ago
Reply from Sunrun
Thank you for reaching out, Seamas. We're sorry this has been your experience. We'd be frustrated too. We see you are currently working with one of our Specialists. Please continue to work with your Specialists to resolve your concerns. Thank you!
Jun. 1st, 2022
