Sunrun Reviews

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

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

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

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

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

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

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

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

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

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

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

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

The company says a solar installation will save money but my electric bills due to Sunrun are higher than ever. The contract that I originally signed was changed to a higher base rate and a higher percentage of yearly increase from 1% to 2.9% for starters (I suspect the initial rep lied to me). I discovered that I had received an e-mail from Sunrun over a week after it had been sent with an altered contract that had electronic signatures (which I never consented to giving) and the base rate and percentage increases. The time frame and requirement to deny the contract were limited and it was impossible to send the required form within the time frame. Attempts to refuse the contract were denied by customer care over the phone and I was told they would have their legal department contact me. That never happened as is the case with so many of the promises made by their personnel. I kept getting strung along and even submitted electric bills for an "analysis" which they misinterpreted. My electric bills prior to Sunrun had a yearly cost of about $360 without solar. Subsequently, with solar they started at $38.85/mo with any customer service charges or fees from the local power company ending up with yearly charges of about $500. Naturally, they continue to increase due to Sunrun's inflated increases. The system's recently installed meter has not displayed anything for almost three months meaning that the system is not producing usable power and the bills from my local power company have been around $30. Last fall Sunrun changed their terms of service so that if you want to check into their site you must agree to some of most absurd measures that keep you from filing claims and complaints against the company. In short, they trick trusting consumers with all of their hogwash so they can rip them off. Dealing with customer care is like going on a merry-go-round as nothing is ever done to resolve issues. Despite all of the issues and complaints, their collection department has been hounding me with threats as I simply stopped paying them. I have given into these scoundrels repeatedly with the expectation that issues would be resolved. That hasn't happened. At one point one customer care person said that if I could prove that the signatures on the contract are not mine, they would remove the system. I never needed to prove it as one person who was assigned to resolve issues readily admitted in an e-mail that the signatures are electronic (and aren't mine). I have filed complaints against the company with the Better Business Bureau along with the Consumer Financial Protection Bureau and there will be others as well. My advice to any one interested in solar power is to definitely shop around, check reviews and definitely get a company that is much more local and not like Sunrun that is based 3,000 miles from me. I definitely do not recommend Sunrun which doesn't even deserve a one star rating.

I am going to report this company to the BBB. My husband started to deal with them and then suffered a severe fall. He had to have brain surgery. He was in and out of the hospital for 3 months. Sunrun contacted him and I told them he was ill and has suffered stroke like symptoms. He was not capable of making decisions that involved such a large amount of money. They said they understood. When my husband came home from his hospital stays he contacted them and I thought well I talked to them already and told them he was ill. He had a diagnoses of dementia! I told them this. They still came out and did the installation. First they sent a company to fix some sort of roofing problem for $10000. They left a mess and a the nails are still falling off the roof. At any rate the solar panels were installed and when my husband tried to get someone to come to our house to show them the junk in the yard and the nails on the roof no one would respond. That idiot Sam would not even call him. Then the bills started coming from them. I told him just pay them and he wanted to talk to someone. He finally ended up yelling at someone on the phone. I told them he was not right but they would not listen. Today he paid in full just to get them over and done with. They suck and I know that we will never see our $32.000. before we die. My husband is 74 years old. They should be ashamed of themselves.

I purchased solar panel from Sunrun last year. I paid 30.000 for installation of the panel I was told that the system they designed I don't need to pay any electricity bill. I was told that there is battery back up to save the electricity I will receive check from Edison. I am getting bill from Edison every month for 75-85 dollars I call the company that they said the system is not enough for your use when we sign the contract I gave them 6 months of Edison bill the panel was design base on our usage apparently they didn't design the panel correctly the claim our usage is more now this is not correct actually our usage is less since my daughter move out don't trust Sunrun company with their work they don't know what they are doing. the customer service are very bad and very rude when I contacted them they told me you can't even talk to supervisor and said you are on your own don't call us

We do not have this company, however after our unwanted interaction with them I do not think anyone should consider doing business with a company as rude and conceded as this one. A representative from their company came to our door despite us having not one but two no soliciting signs clearly posted. He asked us if we knew about different solar services and how affordable Sunrun could be. We told him we have two sings up saying no soliciting and pointed them out, in which his response was to tell us that he isn’t selling anything and under a mandate he has a right to be at our house. We told him even giving information in this city was considered soliciting and we are not interested, we then flat out told him to leave. He did not. Instead he continued to argue that he had a legal right to be on our property because of some soliciting mandate. We told him again to get off our property, yet again he did not and CONTINUED to argue he had a legal right to be here. I finally said I know you do not have a legal right to be here I will be contacting the company and that he needed to get off our property now and slammed the door in his face telling my husband if he’s not gone in the next two min we are calling the cops. For one, I would love to know how Sunrun would try and explain that they were not hoping the visit to our front door would not result in a sale for them and that they wouldn’t actually sell us a product or service, and therefore make it a non soliciting visit. For two Sunrun did not have any legal right to be on our property when we have point blank told them to leave not once but three times. I am blown away by the audacity of this company thinking they have a right do to this to people. How on earth would this argument and him refusing to leave the house have worked in this company’s favor in any way? If this is how they treat people they are hoping to win over and start using their services I would hate to find out how they treat people who actually have an issue with their product and services.

Okay I’m advising nobody get solar it’s a racket! 🏸 I got sunrun 1 year ago here’s how it works they average your 12 month Edison bill mine came out to $132.80 a month. So that’s what I pay every month. The salesman lies he said you’re going to get a bill from Edison but just ignore that I keep on asking him why ignore it we don’t have to pay It he just kept on telling me don’t worry about it . But the truth is you do have to worry about it because you get a bill from Edison to mine ranged $14 - $24 a month and then at the end of the year you get a settlement bill and that ranges from $311. For that last month of the year and another thing I wasn’t using my a/c it has been broken for 4years any power you use before and after the sun goes down you are getting charged from Edison! And if you use your air conditioning at night you will get a big bill. Here is what I use to pay a year (no a/c) $1851.00 Edison Here’s what I pay now mind you no A/C I’ll brake it down for you! 1. Sunrun a year $1593.60 and it will go up 6% a year 2.Edison a year $506.98 that will be more if get the A/C fixed and use it. Ok lets se my savings What I pay now $2100.58 Used to Pay $1851.00 Savings -$249.58 nothing I Owe I’m in the hole $249.58 With no ——————— A / C I’m pissed I want to solar panels off my ——————— roof

After 6 years with 8 panels, we had to have the panels removed for a new roof installation. I live in the San Francisco bay area but the project manager who manages this area lives in a different state. SunRun quickly took off the panels, but getting them back on has been a nightmare!! First there were two missed re-install dates – scheduled, but no one showed up. I called multiple times to try to reschedule, but only got lots of pleasantries and nothing scheduled. Then the PM stopped returning my calls. The customer service reps all seem very nice and they come across like they are trying to help, but in the end, they can only do so much and they basically tell you what you want to hear ... we'll get the install scheduled "tomorrow", "next week", etc. or "we are escalating this job" ... and still nothing happens. After 2 ½ months Sunrun eventually sub-contracted the work to another solar company. It took them a month to get the equipment needed for the install. When the techs came to install the panels, they did not have the right equipment! I have to wait another month to get them installed. I asked Sunrun about the contractual agreement to un-install and re-install the panels. The Sunrun rep told me they only agreed to a time frame to take off the panels, they are not contractually obligated to provide customer service.

We’ve had SunRun for approx 18 months and wish to GOD I’d never heard of them! Salesman did not take prior 12 months APS bill to determine usage just arbitrarily put 1000kwh when in reality we use over 1800kwh so we have their $121 a month bill PLUS another $250^ APS bill monthly. If we wanted to pay $500+ a month we’d never have gone with SunRun. Now I’m being ignored with no return calls or emails to remedy the issue yet they continue to send emails from collections Dept, refuse to pay bill until they fix THEIR screw up Or better yet get this crap off my roof! So disgusted and nothing worse than a LIAR

This company is not legit! They lie directly to your face and think nothing of it. So, let me begin. My salesperson, Jason T promised a $500 sign-up reward and offered my referrer $500, a total of $1000. I was told by my salesperson that they had a special promotion going on at the time. Fast forward 3 months, my system was just connected the other day. Since myself and referrer were lied to, I want out of my contract. They informed me that I could not get out of the contract until 25 years, even though they lied. I do not want to do business with a company that blatantly lies to your face. Unfortunately, the reward amounts are not in the contract. The referrer was at the table with me when the salesperson offered the sign-up reward of $500 and referrer amount of $500. So, will need to consult a lawyer since a witness was there when rewards were offered. I also spoke with a case manager who was very rude and nasty. It was as if she was reading from a script. She kept repeating the same thing over and over again. I asked to speak with a higher level manager and she told me that I had to deal with her. She also kept interrupting me when I was talking. During the sit down with the Salesperson, I specifically asked about battery in case of blackouts. He told me battery back-up would be provided. My system was connected and turned on last week. When I called to inquire if my battery was added, I was told no. They said they were out of batteries but I could get on the waiting list for one. This is scary! What else did they not do but didn’t tell me about. If your going to deal with this company, I recommend that any and everything that your promised needs to be in writing. I would strongly agree not dealing with them since they are unprofessional and lie! Happy Solar hunting!

The rep. Kimberly was the most prepared. She had done her homework and was very knowledgeable about SunRun and their products! We also got the best deal with them.

We have several issues with Sunrun, starting with the installation. It did not work when it was installed. It took several weeks and visits from Sunrun to finally get it working. Also, we found out even though we paid a lot more to get the battery backup, it was not connected to our circuit panel. We found that out after the first power outage that lasted several hours. It took another couple of months after several visits from Sunrun and multiple phone calls to find out the battery only powered 4 plugs. We had to run extension cords to the plugs, which are outside the house to power a spare refrigerator and some lamps if we could plug them into the cords. I can this install and run. None of this was explained before and after the installation. Sunrun could have connected some circuits to the battery, but chose not to, without discussing and explaining anything to us. This was a much easier installation for them to just provide the 4 outdoor plugs. Also, it took several months to get the $1000 gift card from them after many many phone calls. I would not use them again nor recommend them to anyone. I got different answers from different people. I feel sorry for some of the people that work for the company, because they do really try to help, but do not have the information and the tools to do it.

0 stars. Warning! Do not do business with Sunrun, or its installation arm, Horizon Solar. Dealing with them (after the initial meeting with the salesman (Brandon R) it was and continues to be a nightmare. The process of installation took about 6 months. 6 months of incompetence... missed appointments, bringing the wrong equipment etc. The list of frustration is endless. During the process, they will try to reassure you that "all will be well", and have you talk to there "customer advocate" (Ray B). Ask yourself the question "why does a company need a "customer advocate"? But the most important thing is that, they seem to run a bate and switch "con game". They promise (like in my situation) to almost completely eliminate your electric bill, except for the small payment to them. This is an outright lie! After the system was finally turned on, Im having to pay both my electric company AND Sunrun. So, in the end, there is NO benefit to having these ugly solar panels on my home, not to mention the danger of leaks from the rather haphazard installation. They might have answers to all these issues, but, PLEASE DON'T BELIEVE them. It looks like I may be heading to court, and have the expense of a lawyer to try to get out of this contract. Look elsewhere for your solar project, unless you want to enter a nightmare of your own.

My panels went down and they said they'd come out and fix it and they never showed up. The guy never called. I called them and it took him two hours to get back in touch with me. It's October the 3rd and I haven't had solar power function since August 5th.

Don't do business with Sunrun. The installation was lengthy and was done wrong, the power company had to come THREE times until the gave us the permit. Sunrun owes me $500 for fees I had to pay an electrician for their mistakes, it has been months and they have not reimbursed me. They are arrogant company with ZERO consideration. Monthly payment by credit card is assessed $7.50 penalty. You can either send a check by US post (Who does that anymore) and not get penalized OR you can do an automatic bank draft. The Problem is that you have no say when they withdraw the money, they are unwilling to change the date to meet their customer's financial timing. I say, screw them, go with Tesla or anybody else. DON"T DO BUSINESS WITH SUNRUN, I WARNED YOU. I found NO redeeming qualities in my dealing with them.

I have never had a worse sales experience in my life. Misrepresentations, half-truths and flat out lies was the sale’s rep’s M.O. from the moment he stepped into my home. Here is the story: I stopped by the Sunrun kiosk at my local Costco and said I was interested in talking to a company representative about installing solar panels on my garage. I was clear, that I didn’t want panels on my home. Two days later a sales rep came to my house and presented a plan that filled the southern and western roof exposures of my house with panels. I immediately told him that this is not what I want. He banged around on his computer for minute and told me, no problem, he just submitted a “re-design” and it should be ready for me to look at very soon, but recommended we continue the presentation with the plan he had. I reiterated, that I’m not interested in a house full of panels. He was there for nearly 2 hours and the redesign that was going to be ready any moment, never came through. He gave the excuse that he was having trouble with his computer or something of that nature. When asked specific questions like how the tax incentives or Costco 10% rebate was calculated, he said he wasn’t really sure how those things worked. Against my better judgment, he convinced me that I should sign an agreement that didn’t commit me anything, but they needed it to complete that site visit and give me an accurate price quote. Again, I reiterated that I am interested in having panels on my garage and possibly only one roof surface of my main house. Fast forward- site visit tech comes with orders to measure for a plan to put panels on the entire house. I informed him that I told my sales rep on several occasions ( I even have it in writing) that I’m not interested in that plan. He said that info was never relayed to him. I called the sales rep and leave a message to complain. 30 minutes AFTER technician is there the sales rep texts me and says the tech has canceled the appointment. "That’s odd," I say, because he has been here half an hour and is measuring for the plan I have repeatedly said I do not want. He gives me a song and dance about how they have to measure and inspect all the roof surfaces for engineering purposes. On site tech tells me that is nonsense and also tells me that he got a message from his boss saying sales rep called and canceled our appointment, but it was too late, he was already there. About a week later, after being told the plan was almost done and all they needed to finish it was a copy of my electric bill, another tech shows up at our house unannounced with no scheduled appointment saying he needs to take a cover off of our electrical panel and take more measurements. Says the sales rep was supposed to schedule it with us and inform us he was coming. Additionally, they sent paperwork to the state saying they were installing solar at my house before they even showed me a plan to agree on. At this point I had had enough, and want out. I was told, "this isn't how we operate." Even the project manager was embarrassed by the unprofessional nature of the whole thing. Bottom line- BE CAREFUL!

I wish I could give them zero stars. Solar array was disassembled on 12/26/18, and today 5/4/19 the panels are still sitting in my driveway. Workmen came on 4/16/19, did some work, but due to winds could not put the panels back on my roof. Next available appointment is 5/22/19. That puts it close to 5 months down. hopefully it's not a windy day or it'll probably another month of waiting. My panels were put back into service on 5/22/19 after being down since 12/26, 2018, at that time it was discovered that a meter connected to my system was not working. Since then Sunrun has scheduled 2 appointments that they did not show up for. Sunrun has no time frame when they will have the part or when the repair will be finished. Until the system is fully repaired I can not get a settlement for the almost 5 months of down time.

I leased a 83 panel unit for $55K, 4 1/2 years ago. This is a 20 year lease program. The first full year of installation I got a rebate from the electric company for $900. The second and third year, I kind of broke even. The forth year the panels were not work properly, so I ended paying for electric in the winter months. They then said all panels needed to be replaced. 6 months ago in installed 2 Tesler batteries. The company I used, was the same person who sold me the sunrun panels but worked for another company now. Sun run left our island and so did the techs. While they were installing they also confirmed that the panels needed replacement. They also notified Sunrun that 3 of the 4 inverters were turned off because it was not working. For over 6 months my unit has been working with just one inverter on or 25% production and the two batteries. I now have $300 monthly electric bills. They now claim it is the fault of the Tesler batteries. How can that be? Don't have to be a genius to figure out why it it not working, 75% of the unit is switched off because the panels are faulty. They are not replying to my questions and seemed to have abandoned their system. Very bad service. If you are in Hawaii, Haleakala Solar does a better job.

I am beyond upset with the customer service that Sunrun has not provided me. Sunrun failed to seal holes into my inverter unit and when wasps made their home inside the electric inverter I was told Sunrun does not come and take care of it. How am I as a homeowner responsible for opening a electrical panel that is not my equipment nor have knowledge of opening such a unit. But none the less I was told to bad hire a exterminator to the tune of several hundred dollars. I would understand if the wasps built on outside of unit but they did not a hole was left in bottom of inverter that was not closed off. I felt Sunrun should take responsibility. They would not. I have video of wasps entering said hole and still they said they would not help me. I would not recommend Sunrun as a solar company if they leave people hanging like that. I have two dogs who play in yard next to those inverters and was less than pleased about their unwillingness to help not to mention how am I to know what type of shock I could get from opening up a sealed electrical unit . Seriously regretting my decision to use Sunrun

A little over 2 years ago I purchased a new home. I had considered solar and a Sunrun rep came knocking on my door one day offering a system that would reduce my power bill by 97% with no money down and low monthly lease rates. This all sounded great but the system the salesman tried showing me first was like 4 or 5 solar panels. I voiced my concerns that it wouldn't generate enough power and he came back some time later with a 10 panel system and said that I would be set to save 97% off of my power bill. After the system was installed, I was paying MORE with Sunrun on my house than going with only NV Energy...I was shocked and dismayed. I got a lesson in solar and how it works from NV Energy and they informed me just two months after having Sunrun installed, is too small to offset my power bill by any significant amount. I called Sunrun right away to voice my concerns and they told me that couldn't do anything for me until I hit the 1 year mark to do a "Savings Analysis"..... It's been over a year and the system saved me $26.83 for the whole year, next year the amount of the lease goes up and I will save absolutely nothing and as the Sunrun lease goes up in price every year, I will be PAYING to have Sunrun on my home for 20 years. Keep in mind that my power bill WITH a solar rate was $1,227.11 for the year and saving 97% of that does not equal out to be $26.83 According to Sunrun's "Savings Analysis" they feel that they have fulfilled their end of the contract (a contract that I did not sign I have to mention). They "make no claims of saving customers money" and the customer has no recourse or action even when it is clear they sold me into a bad deal. The representatives from Sunrun were deceptive from the beginning, their Customer Service is not committed to helping their customers and unless you know everything about solar before talking to them, they will take advantage of you by talking you into a system that will not have a significant impact on your power bill but you will be paying on for 20+years. I would say stay away from Sunrun because deceptive business practices, forgery and an unwillingness to make things right for their customers.

I would rate Sunrun negative if I could. Sunrun made me sign the transfer agreement when I was buying the house but it never provide me with the original agreement signed between Sunrun and the previous owner several months after I moved into the house. When I found out the rates were too high, Sunrun admitted it was too high and did some adjustment . However Sunrun now wanted to increase my rates and provided some figures based on their calculation which is questionable. I feel very frustrated because Sunrun reps were just not listening to my story. I hope someone at Sunrun cares about its customers and would be sincere in resolving the issue.

They will not get my business because they were rude and pushy! They contacted me and I asked to view their website and discuss with my husband. I said to give me a week initially and they got pushy wanting to give me a quote. I said that I will check out their website, discuss with my husband and then contact them. This was yesterday. The woman tried to insist on getting my information and I firmly said that I will not even entertain the idea if you don't stop pushing... well today I had 2 texts and 4 missed calls. My phone kept going off during a procedure! NOW YOU LOST MY BUSINESS AND I WILL NOT BE REFERRING.

I couldn't be more unhappy with this company! The reason we decided to sign up with this solar company is because their salesman assured us that if there were any issues with our system, it would be fixed immidently. This couldn't be more further from the truth. Two days after my panels were turned on, an error message appeared. We called the company to let them know. We were told that someone would call us back in two days. Two days later we were given an appointment for two WEEKS later! I put in a complaint to speak to a supervisor to address the fact that my system will not be looked at for two weeks. Not only did no one call me back, no one came to look at my system on my appointment date! When I called to speak to a supervisor I was finally given an appointment a week later. The person who came did not call us with any information. The next day the error light was on a again. That was June 6th. Today is June 12, still no word from SunRUn. When I complained about this to the supervisor I was told that he was unable to fix the problem and needed to come back with more people to help him. I asked when that appointment would be. I was then told that my expectations were too high for having the system fixed in a timely manner. I was told that they are a California based company and have little manpower in NY. That is the complete opposite of what I was told when I signed up. I still have no appointment date for when someone is going to fix my machine. My husband has had to reset the system everyday for the month that we had it. Stay away from this company!

Sunday, May 12, 2019, our Nest thermostat indicated a problem with power supply to our A/C unit. Checked our new electrical service panel. A circuit breaker for the A/C unit electrical power was tripped and would not reset. Thereafter, discovered that the breaker in the NEW electrical service panel, installed by SunRun/Infinity around August of 2018, was not properly installed!!!! The circuit breaker terminal for the A/C was LOOSE causing a dead short. A number of other circuit breaker terminal screws were LOOSE as well. Additionally, the breaker for the A/C unit, installed with the new electrical service, is a 70 AMP breaker. The A/C unit technical specifications plate, clearly and permanently installed on the A/C unit, calls for no more than 50 AMPS. Our electrical service circuit breaker for the A/C unit installed by Infinity/SunRun, is up sized 20 AMPs more than CODE. NEVER UP SIZE A CIRCUIT BREAKER Up-sizing a circuit breaker or fuse will cause the circuit wiring to over heat. Overheated electrical wiring will create a serious fire hazard. Overheated electrical wiring could easily result in a serious fire! ANY electrical issue with our A/C unit that increases the amperage load would have to exceed 70 amps instead of the CODE value of 50 amps. That can result in enormous overheating AND FIRE. As soon and possible, arrangements will be made with our electrical contractor to change the breaker to CODE. Monday, May 13, 2019, called the SunRun customer service line (posted on our new electrical service) at 855-478-6786. They committed to having someone contact me by email and/or sending a local technician, if in the area. Provided my email address,/phone. Did not receive a call or follow up on Monday or Tuesday or any day since. May 13, 2019, called our trusted A/C contractor, who, on Wednesday, May 14, 2019, analyzed the problem, tightened the terminal screws and recommended installing a 50 AMP circuit breaker. Today, Wednesday, May 15, 2019, chatted with the online customer service rep who committed to having a service manager/tech call me. Told online customer service rep not to bother; I will have this fixed at my own expense. If they want to contact me so I can show them video and documentation, fine. For the time being, SunRun and Infinity services credibility is cratered, gone, finished. Loose circuit breaker terminals, up sized circuit breakers. To some, may not seem to be worth complaining about. If you know the dangers of over sized circuit breakers AND loose terminal connections; if you realize that your house could be subject to dangerous overheated wiring and electrical devices, your hair would be on fire too.

More knowledgeable staff regarding layouts, online interaction was great. Seamless integration from sales force to order stage. Awesome working through Costco for the sales.

Sun Run jobs out the install to various companies. In October of 2018 the installers began installing our solar panels on our garage. And while that was in progress the the grid hookup was being readied for final connection. So until now everything was going well. It was what happened next that began the downward spiral. The installer presented me with a manifest for my signature to sign off on. It was at this time I asked; what about the solar panels that are supposed to be installed on the house. It was getting late at point and the installer informed me that, they would be out next week. Since it was a Friday I agreed to allow then to return and complete the task. So I signed off on what had been completed. Little did I know that that particular company was to no longer doing installs for Sun Run. Our salesman informed us that following week. So as time went on we stayed in contact with our sales rep. He continued to a sure us that the panels would be installed. Well winter set in and one reason or another, the panels still had not been installed. It is now March 04th 2019 I received a phone call asking me, what would be a good time to come out and install our panels. We set a date for March 19th 2019. On March 5th Sun Run sent me a cancellation email. I called the number that they gave to call if there had been an error in the cancellation. I called our sales rep. as well as Sun Run. Everyone told us that the cancellation should not have happened. So phone call after phone has lead me to the same answer from Sun Run."you didn't cancel, that should not have happened". I've called our salesman so many times that, now he no longer communicates with us. All we want is our solar panels installed as agreed upon. And the money that is owed us for the referrals. It seems like no one wants to even attempt to complete the agreement.

I spoke initially with one salesman. He seemed professional and was willing to provide information. I have done extensive independent research. When it came down to pricing he simply refused to give me the pricing for the different options, and was really only interested in pushing me into the leasing option. Finally, after arguing with him to end the call and email me the information he said he would. After a week and not receiving any information about the different purchase options I called and a new salesmen, contacted me. He was only slightly better. Still wanted to push me into the lease program even after being informed I wanted pricing information for all options prior to the meeting he did not have that information. I understand SunRun has a business model of essentially building it's own grid keeping ownership of the equipment and receiving the tax benefits. But when I tell a salesman I am interested in owning the equipment myself I expect that information to be provided, and not have to fight with a salesman to get the information. I understand solar is expensive and am not going to be shocked by the price tag. The company seems automatically shady when salesman actively try to hide the ball. Also the salesmen pushed meeting times assuming I was available when they did not realize they had another meeting, and on one meeting I never even received a call. Very unprofessional company in my opinion.

Sunrun is either a very dishonest company, incompetent, or both. First of all, let's address the nondisclosures. Prior to my agreement with Sunrun, I had a flat payment plan with APS of $154 monthly. I paid a flat fee of only .13/kWh any time of the day. No one in Sunrun or with APS ever bothered to mention that once I connected with Sunrun I would lose my flat rate. Now electricity from APS costs me more than 4 times the .13/kWh rate between the hours of 3 & 8 p.m. Needless to say, those are the hours I need it most. In addition, the Sunrun rep told me that my lease fee would be a flat rate of $117/month, a presumed savings of nearly $40/month. They even bated me with the notion that I would be generating more electricity than I would be using, and APS would have to PAY me for the excess. In reality, in the winter months when my actual bills used to run less than $90/month, when I use no A.C. and very little heat, my actual APS bills have still been over $70/month ON TOP OF the $117/monthly lease. And, oh yes, they also failed to mention all the fees charged by APS in the transfer and monthly thereafter. And even though it may seem minor, they further failed to mention that the only way to achieve the $117/month fee is to set up automatic withdrawals from your checking account, or there's another $7.50 monthly charge on top of everything else. Those automatic payments, by the way, are not always convenient because I get paid biweekly and my paychecks do not always fall during the same time of the month. My actual electric bills in the summer used to be in the $300/month range (though I was able to pay $154 on the level pay plan) so I shudder to think what my new bills will be when I'm now paying a total of close to $200/month in the winter months when I use the very least electricity of the year. To top it off, it took Sunrun nearly 3 months longer to get my electricity switched over to solar than they initially indicated. And don't forget, if you go with the 20-year lease plan as I did, at the end of the process, Sunrun still owns the panels and you have nothing to show for your purchase but higher electric bills, and less convenient hours of usage. Knowing what I know now, I would never have signed the agreement. Never.

Lesson learned. If you prepay your entire array, sunrun has no incentive to service you. I had a small array, about 25 panels installed. Sunrun was the ongoing service provider. After 2 years, I’d lost nearly half of the panels. I called and called. It finally took an attorney to remind sunrun of their contractual service obligations. It was a 6 month grind of a service call that took a day to replace some cables. I can’t believe so many here have good things to say about their service. Perhaps it’s because being prepaid, there was no ongoing revenue, only liability and sunrun paid little to no attention to what the contract stated. If you’re going to prepay, be careful with your solar company not

Our ordeal started with Sunrun late July 2018. We were accepted the proposal of 41 panels and was told 3-4 months top before activating. It is now March 1,2019 and our panels are on the roof but are still not activated, almost 7 months later. Email the Rep and the electric company is blamed and does not seem to care. He is very good with a politically correct response. So far I have no idea if and when our panels will be activated. I have friends who work for Sunrun which is why we choose them, we are beginning to regret that decision. I have friends who went with another company in Massachusetts and started their project well after we started and are up and running. At this moment we are very disappointed with Sunrun!

Six years ago we signed up and before long I had 13 panels on my roof…and a hole in the wall of my garage above the fuse panel. “We’ll be back to patch that next week, Sir.” Still waiting by the way… To their credit, my system was tailored to our roof. Each panel had its own inverter, rather than having all the panels feed to a single inverter. That way, when the shade of our neighbor’s trees blocked a panel or two, the system still made power. Sounded great in theory. But here’s how it all works: I used to pay around $200 a month to PG&E. That included power and a little gas, like most people. Now, I pay a minimum fee to PG&E, around $50, which still includes a little gas, and about $105 to Sunrun. Sounds great, right? Not so fast. Then comes the “True Up.” You see, at the end of the year you have to pay PG&E for the extra power you used over the course of the year, IE the power you used beyond what your panels made for you and this is paid in ONE BULK PAYMENT…during the holidays no less. First year, my true up was nearly $800!!! This year, more than $1700 !! Oh you must use more power, you say? Actually, NO! Its because I STILL have to pay the rising cost of PG&E because my Sunrun system is GROSSLY under powered. How bad, you ask??? Right after the system was installed, my youngest child started school and my wife became a full time teacher. So there was no one home during the day anymore using the heater, lights, TV, etc, which amounted to using less power than the prior 12 months of PG&E usage that Sunrun had used to size my system prior to install. AND STILL, its never made enough power to accommodate our monthly usage, let alone “spin the meter backwards.” BUT WAIT, it gets better! In 2016, I tore out 1200 feet of carpet and laminate flooring in favor of hardwood floors. To do so, we spent a month living with my parents, spending our weekends tearing out the old flooring, carpet tacks, etc. This meant we UNPLUGGED our appliances so we could gut the house, repaint, etc. In the month I DIDN’T EVEN LIVE HERE, I STILL DID NOT MAKE ENOUGH POWER and added to my True Up!! So here I am, stuck with a Sunrun system that costs me more money every year, serviced by a company who WILL DO NOTHING to fix the problem, because I’m under contract and THEIR STILL GETTING PAID.

Caller explained system and asked my a number of questions with the last being, "What is your monthly bill." I told him and he said, "That is below our threshold for a system that will pay for itself" or close to those words. He thanked me and we both hung up. A waste of both our time. You should have a "N/A" choice beside 1, 5 & 6

When I asked what I needed to do to transfer my lease I was told the Buyer & I both needed to sign & date a intent To transfer form. that was done on November 24th & Faxed by the title company the next day. Sun Run said the transfer process is fast & easy 2 or 3 days to complete. NOT!! After several phone conversations with Sun Run I was told that they couldn't find some of the information from the title company & I should postpone my closing till they got the paper work done. Really!!! It was a cash sale & the only stipulation was I needed to close in 30 days so they would be in for Christmas. Everything was completed except Sun Run couldn't do the title transfer in 25 days. What happened to very easy in 2 or 3 days Sun Run?? transfer completed on January 3rd. Then Sun Run Wanted me to pay the lease through 15th of January because they can only bill for the 15th or 31st. Figure that out. I give Sun Run F- not good service for me. I won't be doing any more business with Sun Run.

Before we signed up with Sunrun, we were assured by two different employees that our Sunrun bill being $63.00 and our electric bill averaging $18.00, for a total of $83.00 a month. We were also assured that signing up to transition to solar (in October in Illinois) would not affect our bill, that we would start earning credits as soon as it was turned on. Our November bill from Sunrun was $63.00 and our electric bill was $91.00. When we called Sunrun, we were told that we would continue to have higher bills because we don't have a lot of sunny days during the winter in Illinois. This is not what we signed up for. We are now paying $20.00 a month MORE with solar! When my husband spoke to Mario, a supervisor at Sunrun, he was told "Obviously, you are not liking what I am telling you, so I will not escalate your request any further". When my husband said that we should have waited until Spring, Mario's response was "There's never a good time to start up, it takes a while to start earning credits". So sorry we made this decision! BUYER BEWARE!

I purchased from REC solar in 2006 a 3.3KEV system. Fronius inverter quit after 5 years and got replaced after a week. Another 2 years later inverter quite again this time one board was replaced. Now 2018 inverter quit again with error 475- "replace me" I now found out that SunRun is the company I have to deal with. After 2 weeks of calls and no records in their system beside my home phone number I'm giving up. Promising calls through a third party and creating my online account with no information, I conclude like others that their customer service is very poor. I purchased a new Inverter through a different company but now also found out that 2 of my panels are not performing and should be a warranty issue for SHARP. You think that your original installer would work with you on this. But again no phone and service requests returned from SunRun. I'm on my own again.

As someone else said, RUN away from Sunrun. I have been waiting Since October of 2018 for a new inverter. No one ever calls back, I have called the manager in my area, she knows nothing, the service people will not talk to you, you have to go through a third party, this person wants you to sign a contract, but cannot tell me what or why I am buying a certain product, and I am told only the service department can tell me about the inverter, however, I cannot talk to the service department I can only talk with the third party. I have also called Denver and San Francisco, the headquarters. No help, no luck, all they care about is the big money for the sales, after that your on your own.

Solar leasing is a modern-day pirate operation as for my experience with Sunrun I bought my home and took over the lease from the previous owner big mistake beware anyone looking to buy a house with solar install that’s being lease. You might just be picking up a leasing bill that has absolutely no benefit to you once these systems are already setup and installed. I never seen saving in anyway in five years. I show my neighbors and anyone who ask me about my solar my lease bill and electric bill. They are shock that they pay less than me. The best explanation I got according to Sunrun representative for why I might not be seeing savings is because the system was not designed for me but the previous home owner. I am activity inquiring ways to benefit and save. The best option would be to add a battery or power storage to my solar according to third party solar contractors I spoke with. The best sun-run can do according to a representative I spoke to is offer me another lease because they won’t add a battery to the system I have, but I can do so using a third party which would void my warranty according to their customer representative. Solar leasing business clearly isn’t an operation grounded on satisfying consumers but stricken to profit because form my research they are buttery / power storage systems that come ready to be integrated into older solar system. From my personal point Sunrun don’t want me to save because they own the right to sell the power produce by the solar I am leasing from them which is then sold back to me by the same power company they are selling the power to. Solar leasing needs regulation!!. Leasing companies holding the right to sell is not good for consumers. VERY UNSATISFIED CUSTOMER there would have been no star for this post if I was not forced to select one. I sincerely write this review I inform. At the time when I bought my home there was not much information out there for me to properly assess the idea of buying my home with solar installed I took a chance. Am fortunate that I can carry the extra cost to my finance.

Everything started out fine and we've been going through the preliminaries for the installation. Prices were good, people were great. Then a month later after the roof is inspected they call and say they can't get approval for a solar roof on our house because there isn't enough room. They could have said that in the beginning instead of waiting weeks to tell us and then calling it off. Incidentally, no other solar company (out of four we have had inspect) has said there isn't enough room, just Sunrun. They sat in our living room and did the mockup and had no problems then so there should have been no problem.

Sunrun replied to my earlier comment, and I am respinding. As stated, I wanted to read the contract, but was discouraged from doing so. The contract states it only covers about 80% of the average utilities that were being used, so we still ended up paying electrical bills. A big part of going solar was to save money, but an increase of 5% per year means that my solar payments will be more than double by the end of the contract, and it is a lease. That screws us because at the end of this horrible contract, we won't own the system, plus, by leasing the system, Sunrun collects the rebates. The practices during this process were shady at best. The people who gave Sunrun high marks clearly haven't read their contracts and are only reflecting on a smooth salesman. If this system allowed a 0 rating (or negative), I would do it. I've owned homes for 23 years, and my electrical costs have not increased at the rate this solar contract will increase. THIS IS COSTING ME MORE MONEY THAN I WOULD SPEND WITHOUT SOLAR. Not only will I never recommend Sunrun, but I will tell people to avoid Sunrun at all cost. They are a rip off. On a final note, this system is attached to our jointly owned home, so this contract should never have been completed with only my husband's signature, but Sunrun has found a way to circumvent this, too, which just adds to their deceptive practices. The customer service department was not at all helpful with resolving this.

I am still trying to get Sunrun to get my system producing power as it should. During installation the foreman stated there was a problem and he would have to come back and sort it out. That was one and a half months ago. Since then the utility company signed off on the installation but the system is only producing about 25% of the power it should. One inverter won't come on at all and one is producing about half the power it should. It appears Sunrun is stretched too thin and we have not been able to get anyone out to look at the system after one month of complaining. We get a lot of calls from the salesman, project manager and installation coordinators but no one has actually showed up to fix the system.