Sunrun: Read 4,881 User Reviews From Real Homeowners

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Steven Berck Uncasville, CT

It appears that Kimberly Ramirez-Martinez is an automated AI. Besides us receiving a request for contact information we found that anyone with an issue receives the same response. We have yet to receive a call from Kimberly Ramirez-Martinez - is this the same for everyone? This company must be a FLY BY NIGHT type company. No one replies to emails. We have sent emails to several different emails obtained from their web-site without anything other than automated responses.

8 years ago

Reply from Sunrun

Thank you for your feedback Steven B. We are sorry to hear that this was your experience with Sunrun. This is not the typical Sunrun experience, our drive is to make solar hassle-free by being attentive when explaining the product to our potential customers. This feedback will be shared with our sales leadership team. Thank you for your feedback. Please private message me your contact information.

Jun. 21st, 2018

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Shannon O'Connell San Diego, CA

Read every word of the contract!!!! Even if it is 30 pages long and the sales people show it to you on a tiny note book. What the sales person promises is not what you are signing up for. They lied to my face and now I am paying more than I ever did to SDG & E. I'm also concerned I won't be able to ever sell my house with the existing 20 year contract! Sunrun - Don't bother with your automatic response system. You really don't care as long as you are making money hand over fist. Sleep well.

8 years ago

Reply from Sunrun

Thank you for reaching out to us Shannon O. We strive to always provide outstanding service. In keeping with this, operating with the highest level of integrity happens without question! We make sure to provide a copy of the agreement as well as offering an orientation call to our new customers. We make sure the most important points are addressed . In regards to sellig your home, Sunrun makes this a seamless process. If you are looking to sell your home please contact us so we can get you in touch with a service transfer coordinator.

Jun. 27th, 2018

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Claire D’Orso Castle Rock, CO

I am writing on behalf of my mother. My father had this system installed a few years ago. He passed away, and now we cannot sell the house with these panels on it, and may be obligated to pay the remainder of the “lease”, purchase them, have them removed and replace the Spanish tile roof. There will likely be no money left for my mother, who requires around-the-clock care and now lives with us. Targeting elderly senior citizens at the end of their lives is wrong and ought to be illegal. My parents’ “estate” is now obligated, and could end up bankrupt.

8 years ago Edited September 14, 2021

Reply from Sunrun

Hello Claire D. Thank you for your communication. We find that Service Transfers are easiest when the Agreement is disclosed early and made a contingency of the sale. Our Service Transfer process is simple and requires you and the buyer to complete three steps prior to the close of escrow. You and the buyer must sign the "Transfer of Sunrun Solar Service Agreement" form. The form may be signed in counterpart, so the signatures do not need to be on the same copy of the form. The buyer must receive credit approval and can request a link to our online credit application from their Service Transfer Coordinator.
You or the buyer must submit proof of Title transfer. This can include a title report with the new homeowner's name on the title, the grant deed or a closing statement.

In regards to the tiles on the home. The installation pictures show no broken tiles, none of the cases or project notes on the account mention this. Customer needs to provide pictures of the damage as we don't believe it's from the installation.

Feel free to private message me your contact information so we can work towards a resolution.

Jun. 21st, 2018

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Raffy Newton Center, MA

Terrible customer service. Company does not communicate amongst its employees. Back end systems don't match up consumers information. Online stats never reflect real time every use. App on phone never shows updated stats. Over all experience has been TERRIBLE! They take no responsibility for any of their mistakes and blame everything on the customer. They penalize you by not sending out technicians to your house on purpose, I was just told this by a rep on the phone!!!

8 years ago

Reply from Sunrun

Thank you for your feedback Raffy. This is frustrating, and not the standard Sunrun customer experience, we will share your feedback with our engineering team. Can you please private message me your contact information so we can look into the App issue for you? We will have a specialist reach out to you, we want to take the chance and change this experience around. Thank you for helping us create a planet run by the sun.

Jun. 20th, 2018

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Anonymous

Inspector (unfortunately I forgot his name) was very courteous, explained everything ahead. Was very professional and mannered.

8 years ago

Reply from Sunrun

This is wonderful to hear! Providing the best customer experience is our aim, and it all starts by doing the simple things. So glad to have you as a customer. Thanks for helping us create a planet run by the sun! Power Forward!

Jun. 13th, 2018

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D kobata Concord, CA

Had s new roof put on. They where great taking off the panels but it’s like pulling teeth try to get them put back on. One panel is broken they had to order one it’s been three weeks without solar, keep calling but no one ever returns my call. Ask that a supervisor call me they said he would return my call in two days. It’s been going on a week now no call back. In the meantime I have all these panels in my garage that I can’t use. This is getting ridiculous time to call 7 on your side

8 years ago

Reply from Sunrun

Thanks for your contact! Our aim is to provide a customer experience that meets your expectations! We are so sorry to hear this was the case. Please feel free to send me a private message with your contact information, we would like to have someone reach out to you.

May. 24th, 2018

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Irina

great presentation,, no personal meeting,,, answered all question, better rate than other solar companies,,, very effective communication

8 years ago

Reply from Sunrun

That's what we love to hear, Irina! Providing the best customer experience is key because our mission is to create a planet run by the sun. Thanks for sharing your story! So happy you took that first step to learn more about solar energy's advantages. We are thrilled to welcome you to the Sunrun Family! Power Forward!

May. 15th, 2018

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Joe Guarino Plainview, NY

I think Sunrun is a very poorly ran company. My system was out for 6 days and I accidentally saw the red fault light on . I never ever got a call from the company who was supposed to be monitoring the system 24/7 . I called and got the run around . I finally got it reset after 9 days . The system is still underperforming and I requested a call back from a supervisor and never received a call back . I would never recommend this company and solar is so not worth all it’s made out to be .

8 years ago

Reply from Sunrun

Thank you for your feedback, Joe G. Our aim is to provide a customer experience that meets your expectations! This is not the Sunrun norm and we would like to further investigate this matter. Please private message us with your contact information, and a specialist will be in touch with you.

May. 17th, 2018

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Joanne leslie Beverly, MA

Excellent job today! Great installers,: polite, neat, very fast, and just did an outstanding job at our home today❤️

8 years ago

Reply from Sunrun

That's what we love to hear, Joanne! We aim to provide the best customer experience and are constantly working to cut down our installation process time. So thrilled you're now a new member of our Sunrun family!

May. 4th, 2018

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Audrey Boudreaux Kelseyville, CA

Rating should be “ minus” one...Had to laugh while reading all the 5 star reviews..Wait until you have a small leak in your roof, it’s not going to make you happy when you call “ customer Non-service” for help...We made so many calls, had soooo many roofers say, leakage was caused by Solar Panel installed wrong, Sunrun gave us the “run-a-round”..Find another Company for the job...

8 years ago

Reply from Sunrun

Hello Audrey B. Providing an outstanding customer experience is our goal! That's why valuing your time by meeting expectations is so important. To understand your experience wasn't up to this standard is frustrating! We will have a specialist reach out to you!

May. 3rd, 2018

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Jon Stockford Oakdale, CT

Everything is great when the system works but when you have a problem they make all these promises to get someone out but they are extremely slow to respond. This is the 3rd time in 4 years my system has been down. Once for a month, once for 3 months and it has been 8 days this 3rd time and was told someone would contact me within 2 days. I called again yesterday and was told they would call me right back with a answer. Still have heard nothing. Service could not be worse.

8 years ago

Reply from Sunrun

Hello Jon, thank you for your feedback! We are so sorry to hear you are having issues. We have assigned a specialist to reach out so we can get you taken care of!

Apr. 20th, 2018

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Rosemarie Goffredo Washingtonville, NY

Sun Run is the worst company ever they don't live up to their agreements and when something is wrong you wait for ever for them to call you back which never come I would not recommend them to anyone. They are not there for the customer. who as to wait a month for an electrical problem which could cause a fire? Still waiting on a problem that I had in Aug of 2017 they refuse to comply that makes the contract Null and Void. Don't go with them you will be sorry, I know I am.

8 years ago

Reply from Sunrun

Thank you for your feedback Rosemarie. We apologize for any issues, this is not the typical customer experience and we provided this feedback to the sales leadership. We want to take this chance to address your concerns, I pulled up the service agreement and reviewed your production you are currently not having production problems if you would like to monitor your production you can do so by logging in to

Apr. 10th, 2018

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Roxanne Eastham, MA

I do not like sunrun at all. When the panels were installed we told them we had a hot tub but it had not been used for a while and we got a new one. We have requested more panels be put on the house which they replied we did need more but they no longer do business in the state of Massachusetts. I really have not seen any savings. My electric bill is sky high and yes the weather has been terrible. Also we told them we needed some panels in the back of the house so we can get sun morning and after noon. They have done nothing about my complaints.

8 years ago

Reply from Sunrun

Thank you for your feedback. We are so sorry to hear about your experience. Remember that solar is seasonal. The panels will produce more during the sunnier months and less during the winter. Over the course of 12 months, you will still be saving. After having Sunrun for a year we can run your savings analysis. Feel free to private message me with any questions.

Oct. 10th, 2018

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Tom England Bakersfield, CA

We were told our rates would never increase. The salesman told us anything to get us to sign. We signed up in 2008. We have tried to get some relief from them as they offer locked in rates now. We are seniors who are disabled and could use a break. Bill keeps getting larger every year. Defeats the reason to have solar. They have refused to work with us numerous times. I don't understand why so heartless.

8 years ago

Reply from Sunrun

Hello Tom E. Thank you for your communication, I see the system was activated May 6th of 2011. We are so sorry to hear you felt mislead during the sales process. I have reviewed your case history, and it looks like this is not the first time you inquire about the same concern. I want to offer to run a savings analysis for you; we can determine what your savings are with solar. I will have a Specialist reach out to you via email to inform you of what is needed to run the analysis. Once we have the results, we can go from them and work towards a resolution. We appreciate your time.

Mar. 12th, 2018

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wil Grover Beach, CA

Sunrun is a horrible company. They do not stand by their warranty. Several of my panels have developed moisture leaks which ruins the individual photocells ( as explained by their service representative) . They refuse to repair/replace the panels even though the panels and system are still under warranty. One thing for sure about SunRun - you should read their name and follow what it says - RUN, do not walk from this company - run as fast and far away from them as you can.

8 years ago

Reply from Sunrun

Thank you for your feedback, Will. Our aim is to provide a customer experience that meets your expectations! It is disheartening to hear you had the opposite experience. With our mission of creating a planet run by the sun. Your feedback is greatly appreciated.

Mar. 5th, 2018

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Leslie Flint Kapolei, HI

I have not had power in part of my house since installation, and now 2 months later I can not get anyone from Sun Run to return my calls. It has been confirmed through several electricians, that the panels do not supply enough power to our house to cover the need it demands. I have requested they come out and remove the panels from my home so that we can have another company come out and install panels and restore power to our home. PLEASE I beg of you to do your research and chose a different company for your solar needs.

8 years ago

Reply from Sunrun

Thank you for your feedback Leslie F. Our aim is to provide a customer experience that meets your expectations! We would be happy to further investigate this matter. Please private message me your contact information and we can work towards a resolution.

Feb. 23rd, 2018

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Laura M Phoenix, AZ

Don't go with SunRun!! I was promised two credits, $500.00 for a referral and $500.00 for being a Costco member and they have not honored any of them. I have been on the phone each day and they say that they cannot honor the Costco credit even though I have it in an e-mail from one of their employees that they hired to sell the solar panels. I should have gone with Solar City and so should YOU!!! Poor customer service, took forever for my solar system to be turned on when my referral only took one month, mine took three months.

8 years ago

Reply from Sunrun

Thank you for your feedback Laura M. Our aim is to provide a customer experience that meets your expectations! We strive to always provide outstanding service. In keeping with this, operating with the highest level of integrity happens without question! That's why we immediately shared your experience with our sales leadership team.

Feb. 21st, 2018

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Keith Wright Las Vegas, NV

When I first had my system installed in October, they told me how to start it up and it seemed to work. 2 weeks later, I went to check it and it was offline. It took a week to get a service call to get it working. I just got my power bill from NV Energy and it was extremely high considering that I was supposed to be running solar. Apparently my system went offline again 3+ weeks ago and I was never notified. Now I get to wait another 5-7 business days for another service call. But at least they pull the money out of my account every month like clockwork. Use ANYONE but Sunrun.

8 years ago

Reply from Sunrun

Hello Keith, thank you for your communication. We understand the frustration service issues can cause. We have reviewed your system’s production, and it looks like your system was producing up to contract until 01/23/2018. The system stopped communicating the kilowatts it produces daily, this doesn’t mean your panels are not producing energy. If the inverter has a green light your system is still creating power, if the system is down you are protected by the performance guarantee.

As a Sunrun customer, you are protected by our performance guarantee. This guarantees that you will never pay for electricity that you do not receive. On every anniversary of the In-Service Date, Sunrun will calculate the "Actual Output" of the system. If the actual output is less than the guaranteed production for that anniversary date listed in Exhibit A, then Sunrun will issue a refund. This refund is calculated by subtracting the actual output from the guaranteed production and then multiplying by the refund rate listed for that year in Exhibit A. I have created a Field Service ticket, and you’ll be contacted to schedule a date for us to come out and look at the meter. If you have any questions, please feel free to call Customer Care or private message me.

Feb. 16th, 2018

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Anne Blakeley Yucca Valley, CA

My father died in November. The agreement was in his name. However, the home is not. I have been the homeowner since 2007 and the agreement was signed in 2012. I knew my father signed the agreement, but had not seen it until after he died. The agreement is not acceptable to me. Because the agreement my father signed is invalid I've been asking Sunrun to remove the solar panels and repair the roof damage from the panels. It's been 3 months and Sunrun has yet to comply and they continue to send my father a bill. Obviously these bills will not be paid.

8 years ago

Reply from Sunrun

Thanks for contacting us Anne B. I can certainly understand the situation can be frustrating. We want to work with you towards a resolution. I see you have been in contact with one of our Managers. We did an extensive investigation regarding your case. Please private message me your contact information and we can review the information in detail.

Feb. 12th, 2018

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Cheryl Garden Grove, CA

I have been a customer for over five years. My panels have never delivered what was promised, and now I am being charged an enormous fee because of it. I am protesting because I do not think it is fair as I still pay a huge fee to the electric company. I would recommend buying your own solar panels if you want to go solar, and not leasing from a company such as this one.

8 years ago

Reply from Sunrun

Thank you for your communication Cheryl. We are sorry to hear about your experience. Our aim is to provide a customer product that meets your expectations! It is important for our customers to feel they are benefiting from going solar. Please reach out to our Customer Care so we can further investigate the issue. Our number is 855-478-6786.

Feb. 7th, 2018

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Susan M Chatsworth, CA

They are friendly and professional. The two guys that have been to my house have been great. But it is taking a long time to get my final plans prepared

9 years ago

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kw.cannon1@cox.net Mission Viejo, CA

Bought my system from rec solar got through Costco, before they got together together. I had diminished power for about a year, and tried to find recsolar, finally found sunrun. It took over a year to replace the faulty panels (lots of E-mails and phone calls). Finally called Costco and they tried to help. God knows what would have happened if they didn't help

9 years ago

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Graham McCabe Harwich Port, MA

I have 2 homes with panels from their now defunct partner Sungevity. When 6 months ago Sunrun took over 100% of the contracts I had a dead converter at my house on Cape cod. It took them over 3 months and at least a dozen phone calls to repair the system while all along I was making lease payments. I can find NO record of Sunrun reimbursing me for lost energy charges. As a matter of fact I can't tell from my local electric bills or from Sunrun whether I receive Solar credit as of today!!! I've called both parties and they point at each other.

9 years ago

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Jim 95492

Not as formal and professional compared to some of the other solar companies that I have had experience with. Did not receive any formal response for 2 weeks after meeting with representative and in found out from a phone call that your company could not put solar on to my house for supposedly safety reasons when no other company previously had identified that as an issue. Currently have solar and happy with the provider I went with.

9 years ago

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Joseph & Selene Olms 93908

Very professional throughout the entire process. Pick them because they are connected with Costco and represented themself with the same integrity.

9 years ago

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LIDIA GRANADOS Rialto, CA

ENDED UP PAYING A HIGH MONTHLY RATE, THEY CLAIMED TO BE UNABLE TO ADJUST. UNABLE TO GET OUT OF CONTRACT SINCE IM PAYING FOR BOTH SOLAR AND SC EDISON. TURNS OUT I NOW HAVE A BILL FROM SCE FOR USAGE, WHICH IS NOW HIGHER THAN THE SOLAR BILL. I HAVE ATTEMPTED TO CONTACT SOMEONE FROM CUSTOMER SERVICE, NO RESPONSE, LEFT MESSAGE AND NO ONE HAS CALLED BACK. EITHER THE PANELS ARE DEFECTIVE OR THIS IS SIMPLY A SCAM.

9 years ago

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alla Los Angeles, CA

we had to take over a lease from previous owner. My bills are high. I called customer service to try and understand how the solar works. all I wanted to do was ask a few questions. The person I spoke to gave me an attitude as if I owed him something. he said If I have questions and want them to come to the house to inspect it would be $95.00 an hour. I wish I could get rid of these panels and get a nicer solar company. I regret taking over the contract. Please be careful when choosing this company.

9 years ago

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Verified Customer

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Victor Martin Ranieri Cathedral City, CA

We have had our solar system for 3 years now and have been completely satisfied. Installation, service and maintenance have been excellent.

9 years ago

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Gary catellier

Not sure about this company! They get you to sign a 20 year contract and then the communication stops. They outsource their sales and installation. Sun Run Customer service wants nothing to do with until they power company switches you to their system. They claim that they have no control over their sub contractors. They have no names of their sales rep, installation etc. If the system works it could be good but my advice before sign have your sales rep bring his owner or manager and the installer and or manager and see if you are working with good people.because Sun Run does not care!

9 years ago

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Roy Landis Cresskill, NJ

Had a problem with my meter...they said they'd take care of it. I got a new meter but of course it started at 0000. They were unable/unwilling to provide the info I needed. Lots of phone calls, promises etc but they produced NOTHING. Only after I inadvertently discovered that their own inverter box provided the info I needed. Apparently they have no idea that their own equipment had the data I needed. Sunrun is worse than useless.

9 years ago

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Ray D La Puente, CA

BE CAREFUL!!!!! I tried to cancel my contract with Sunrun because I'm selling my house. The new owner doesn't want solar at this time. I was told by customer service that the only options I have are to buy the system at a cost of $36,000 ( contract says $21,000) and then remove the panels, transfer the contract to the new owner, or buy the system and then remove the panels. So, read your contract thoroughly and if this is your only option for termination, DONE NOT SIGN!!!!!!

9 years ago

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Don Chambers Lakewood, CA

My system was installed by Sunrun 2 years ago and I could not be happier. The install was quick and easy. The system works like a champ

9 years ago

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Carl Bordentown, NJ

This company does not honor the referral system & will change it on a customer without notice or warning because as the customer rep stated, "There isn't any contract that guarantees a promised amount." The rep also continuously laughed at me because I honestly thought they would honor a referral. The guy was never fired & Sunrun called it a training issue. Stay away from Sunrun.

9 years ago

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Howard Lewis Mesa, AZ

I am not very impressed with Sunrun and their service after the installation of my system. I am having issues with the system producing power. The system keeps shutting down and at this time ... we cannot get the system to power up. I am currently in the peak power usage in Phoenix and I just got an email that a service technician will be contacting in about a WEEK? and if they do not contact me give customer service a call. I am concerned with the cost of the power I am using from APS with no rate plan or discount.

9 years ago

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Ward D Hendrix Glendale, AZ

Sunrun and it's installers were fantastic through the whole process of certification, installation and timeline. We would happily recommend them to any interested party.

9 years ago

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Marcus Williamson Easley, SC

I've been a Sunrun customer for about 8 month and I would recommend them to anyone looking for a great experience in going solar.

9 years ago

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Donald K Hall Ewa Beach, HI

A nightmare. System failure on or before Jan. 25, 2016. Jacked around for five weeks Partially back into service around Feb. 24 March 6, 2016 still not completely up and running. Incompetence? Lack of taking any responsibility? sub contractors? No central contacts and when you reach someone they are polite but no one cares or are able to do anything but pass you on! They are Large and use it to make contact difficult looking inward with the customer coming last!

9 years ago

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Ed Adame Chula Vista, CA

I had our system activated on Nov 30, 2016. It stopped producing on Dec 30, 2016. Sunrun did not catch it until Jan 18, 2017. Since then it's been an endless call with Sunrun and their partner Solar Universe. Your Customer Service do not even have the courtesy to follow up on my behalf. I have to wait 5 days to give Solar Universe to respond (which they did NOT). And since then, I have to call every other day to follow up. Up to now my system is still down. And to add insult to injury. I was billed for December and January. UNSAT! You can keep your referral money.

9 years ago

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Prayot

Easy and best experience dealing with the transfer of lease when I purchased my home, they made it easy and simple for me. Top notch company!

9 years ago

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Julia Craig-Harris

My experience was wonderful. Everything was delivered on time, installers were very professional. So far, a great experience.

9 years ago

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Diane LaPenna Westminster, CO

Very nice people to work with. Had it installed last fall. Up and running for about 6 weeks now. Can already tell a difference in the utility bill

9 years ago

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Charley

Awesome!! Very happy with the service . Install was very professional. They informed me of everything they were going to do.

9 years ago

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Jason Chastain San Francisco, CA

Hands down top tier company all the way!!! Excellent service, very professional, great price!!! I could not be happier!!!! Thanks Sunrun!!!

10 years ago

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Stacy Polinsky

We have had our solar for only 9 months and the system continues to stop working. We get a fault error. It takes weeks for someone to even come check out our system. Maybe because we are not leasing, we are buying the system. The inverter was already replaced once and now the system is saying we have 49 panels, however we have 50. This company is ridiculous and is selling an inferior product. We went through Costco, hoping for a superior product.

10 years ago

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Peter A Hogg

Our roof leaked from installation over a year ago and was fix by a Helio Power tech and not a roofer. Several weeks ago it leaked again so told them they need to get a roofer which they said they'd do and that's been weeks ago and still promising. Would I use them again.... Big No! as they also really under paneled us with our usage.

10 years ago

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Douglas Hart Brooklyn, NY

I am a new customer -- Great Experience ---- Great Advice Excellent --- Right down to the installers --- Pure professionals

10 years ago

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Robbin Kuznetzkoff

Horrible experience! Do not call this company unless you are interested in paying more money for an inferior product and virtually no customer service. After being misdirected by the sales rep into a product that was not the correct one for me, I could find no one who would assist me in straightening out what has become a financial nightmare. Finally went with another company and have never been happier!

10 years ago

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Dunnachie Los Angeles, CA

We have solar for several months and it has not worked correctly. They send service personnel who Have no idea how to fix it. When you call and complain you speak with a sarcastic employee who knows Nothing. Each month they bill us but the unit is off at the present time. We cannot get a qualified service person To work on the install. We are very disappointed and will not pay another bill until the unit is Fixed. We have tried the nice approach which does not work. Now we are withholding their payment. Let's see if that works.

10 years ago

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Mateo Wolfe Oceano, CA

Sun Run is the best service to get. It wasn't crazy expensive like many other brands. Great service and they were installed FAST.

10 years ago

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Sean Kennedy Duluth, GA

When I went to the website they said Pennsylvania was supported, however, when I spoke with an agent, was told that only a few select customers were eligible in PA. Agent would not tell me what qualified as a select customer other than that I had to be a Comcast subscriber. This is misleading advertising and they should be more transparent about what states they service and support.

10 years ago

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