Customer ReviewsforSunrun, Inc.

PRICE GOUGING!!I am writing this complaint because I was having my roof redone and called to set an appointment for Sunrun to do the removal and install so that the work could be done. I was quoted close to $6,700 for this work to be done. I went into the Sunrun ****** site where I found that the prices ranged from $3250.00 (low end) to $3,500.00. When the representative was questioned about the difference he explained to get that price I would have to be placed on a waiting list that could take a month or two to get technicians out to do the job. I also asked if I had agreed to o the $6,700 price when could I have gotten a technician out and his answer was about a week. I still have his email with this information. I eventually had to have an outside contractor remove the panels off so that the roofing job could be completed. I was informed by the representative that after the panels are re-established then I was going to be charged $500.00 for a technician to come out to make sure they were working properly. When a supervisor/manager was requested the representative refused to get one. And when I tried to send these concerns to their corporate office the email address is invalid. Because of what I have already experienced I refuse to reach out to their customer service!!

We appreciate you bringing this to our attention, *****. We are so sorry to hear that you are having a difficult time getting in touch with a representative, and our team would like to look into this for you. We've located your account and have assigned an Escalation Expert who will review your account and reach out to you as soon as possible to assist you further. If you have any questions in the meantime, please feel free to send an email to *********************************** Thanks!

If I could give them 0 stars, I would. Absolutely a disgrace of a company - from the lies to the multiple emails and calls unanswered. Nothing but issues since day one with TWO systems on my roof because for some reason one system for my 1400 square foot home wasnt enough. Never in the past 3 yrs has this company and their panels benefited me - I just some how keep spending money from having a 300/250/150/53 dollar electric bill with one set being $144 dollars to the other being $60 - I shouldnt have an electric bill. Was told something was wrong with my one set of panels, they came out fixed whatever and still need to get in touch with their design team due to the shade surrounding my house - shouldnt that of been done? Then was told to give them my electric bills to receive a credit but now Im the one chasing them for over a month. I have reached out to the solar guy ***** *******, the legal expert ****** ******* and the CEO **** ****** on getting my issues resolved - not a single phone call/email back. Maybe this will get their attention because nothing else will.

Hi *****, we appreciate your taking the time to share your experience. We are so sorry to hear that you are still having issues with your system and our team would like to look into this for you. We've located your account and have assigned an Escalation Expert who will review your account and reach out to you as soon as possible. Thank you!

After 1 year with this solar system, we have had nothing but issues. First of all, weve realized that we were duped by deceptive sales tactics and persuaded to sign up for a solar system that is not saving us money in any way, and instead costing us. The reassurances and estimations that the solar panels would reduce our energy costs were completely false. We are low energy users (old grandmas is what our sales *** called us) yet are paying a huge amount with solar than previously without. There are none of the promised savings for us, thus our home and small energy usage was never suitable for solar. Almost a full year after having our system up and running, a Sunrun technician was sent out because we apparently had an issue that needed looked at. After he was here for an hour working on the system, he came back up to our door and told me word for word, YOUR SYSTEM WAS NOT INSTALLED PROPERLY. He told me we were completely missing an ENTIRE METER and that our BRAND NEW main breaker box to the house, that we had ***laced immediately preceding solar installation, was wrong. He also told me maybe once this [missing] meter's installed, your battery will start charging and discharging better. He stated youll see a difference on your bill and the readings will be a little different. Our battery had not been charging properly for the entire life of the system and we had been drawing exponentially more from the grid than we ever should have during nights/mornings over the first year of our system. This means we paid extremely more to PG&E than we ever should have and have had a system that has been not fully functioning for a YEAR. After they finished working on the system and adding the missing meter, one of the technicians said Your system should be fully functional now. Again, meaning our system has NOT been fully functional for the past YEAR. Weve requested compensation for this huge mistake and of course our emails are being completely ignored!

We appreciate you taking the time to reach out to us, *****. Typically monthly savings will vary depending on your usage patterns. Our team is more than willing to take a closer look into this to help make the most of your savings. We've located your account and assigned an Escalation Expert who will review your account and reach out to you as soon as possible to assist you further. If you have any questions in the meantime, please don't hesitate to send us a private message. We look forward to turning this situation around for you.

About 3 months ago, I started to look into our power bill and energy production with Sun Runs panels because we were still receiving $250+/month power bills. This is on top of paying $167/month to lease the panels from Sun Run. The math showed that we generated 359 kWh, but on our bill we used ***** kWh in the month of August. We reported the issue and I assumed someone would follow up on our service request but no one ever did.Some time passed and I reached out to their online customer service chat and reexamined the issue. The customer representative told us that yes, it seemed our system was underproducing and that we would be contacted to schedule a service appointment.When we were finally contacted by a woman named ***** to schedule a service appointment, they were booked over a month out. We made the appointment and waited. The appointment was made for November 5th. November 5th came and went without a word from Sun Run. My husband sent out a message to them, with no response.We were just contacted today on the 13th, again by *****, and asked when we would like to reschedule. My husband asked why the November 5th appointment was not upheld and we were told that they didnt receive our response back(we had responded), so it was never booked. She offered us an appointment for ******* of 2025. My husband asked nicely why that was our problem that they didnt see our response, and asked if we could be prioritized since it was their mix up and we had already waited 3 months for the original appointment. ***** proceeded to be very rude and informed us that ******* was the best that they can do because they only have a crew in our area on Tuesdays and theyre busy. Once again, we asked how that was our fault. We asked if we could be transferred to a manager and she informed us that my managers dont take these kinds of calls. Eventually, ***** told us that honestly the appointment should just be cancelled because it says your system is producing power.

Hi Tarynn, we truly appreciate you taking the time to share your experience. We are so sorry to hear that you've encountered a lot of issues with your system and trying to schedule an appointment. Our team would gladly take a look at your system's performance and any other concerns you have. To best assist you, kindly send your service address to ********************************** so we can verify your account information. Thank you!

I purchased a home and had to assume it's solar contract. This contract is terrible- 20 years and each year the cost goes up 5% as the system degrades. The contract to begin with is extremely expensive, in fact I pay more for solar and electric now than with just electric in a home twice as large with four people rather than just me. After 20 years of paying a fortune, they just rip the thing off and go on their way- a terrible lease that the state of ********** is going after them for. To make matters worse, the system went out at one point, was down to 50% and it took months and then finally threats to get them to repair. They kept saying they were short staffed, but I was told repeatedly I would receive a credit for the underperformance while it was out. Finally, they tell me that it over-produced (while working at 50%) which tells me they don't guarantee much. I just received a call because of my bad review and he got nasty with me for being frustrated. Do yourself a favor and stay away- they get the tax credit and not you so unless you are strictly into this for the potential environmental benefit, you will not get anything out of this at all.

Thank you for reaching out to us, ****. Your monthly savings may fluctuate based on your usage patterns. Rest assured, our team is dedicated to assisting you and are here to ensure you are optimizing your savings potential. Please feel free to send us a private message with your service address or send an email to *********************************** Once we confirm your account we will assign a dedicated Expert who will be taking a closer look into this. Thanks!

I do not recommend Sunrun, please do your research. I had a problem with my system and got a run around for almost a year before they finally fixed it. Now almost a year later I'm having the same issue and they refuse to address it.

We are so sorry to hear that you are having an issue with your system again, *******. Our team would be more than happy to speak with you further about the problems you are having with your system. In order for us to best assist, please send your service address to ********************************** so we can confirm your account and connect you with one of our dedicated Escalation Experts. Thank you!

We got our solar thru vivint and were transferred to Sunrun that we were never notified about. We had our solar for 3 years and we just found out that the solar is not producing energy since August 2024. I thought it was just us, but we foud out that some of our neighbors too as well. I notified Sunrun. I was told that our contract with Vivint states that we are responsible for all expenses since we owned the equipment. We were not informed about the possibility of adding a warranty or maintenance plan when we signed the contract. Had we known, we would have either leased the item or purchased a warranty. Afterwards, we were requested to sign a document agreeing to a $584 payment for a technician to investigate the issue so it could be resolved quickly. My PG&E bill had significantly increased. When I called to schedule the earliest appointment available, I was informed that it would be on December 4th because they had just ordered a new inverter. It is concerning that they already know the cause of the issue without having a technician investigate it first. They indicated that there was an issue with the inverter and had not previously mentioned that it would need to be replaced. Jason mentioned during the call that the cost was included in the investigation fee. Jade from customer service promised us that there would be no charge. However, we later received a call stating that the replacement cost is not covered as we own it. We inquired about the cost and were directed to the billing department, where Raul is giving us conflicting information regarding the price. He said they don’t know how much it will cost. It is frustrating to be misled and unsure of what steps to take next. This treatment is just so wrong to all customers and the contract agreement is unfair. We feel as though we are being scam with faulty inverters.

We appreciate you taking the time to reach out to us, *******. Typically monthly savings will vary depending on your usage patterns. Our team is more than willing to take a closer look into this to help make the most of your savings. We've located your account and assigned an Escalation Expert who will review your account and reach out to you as soon as possible to assist you further. If you have any questions in the meantime, please don't hesitate to send us a private message. We look forward to turning this situation around for you.

RUN AS FAR AWAY FROM SUNRUN For the longest time, my husband has been trying to convince me to get solar. The time i agreed and chose SunRun, was the day i really regret doing. The sales **** written promises was not reflected in the contract, my mistake for fully trusting that employees on this big company partnered by ****** is honest and has integrity. I was told that my system will have a back-up incase of power outages but i dont have a bettery installed so i dont know how its gonna happen, also that it will be free installation and labor but was still charged for it. Escalation experts totally disconnected Sunrun from the sales **** did not take responsibility of the mistakes, making me pay more. I tried asking ****** for help since my contract is technically under their name but they declined, have to refer back to SunRun. Also tried looking for lawyer, one i spoke to said she would have referred me to two other but like her, they are also over whelmed by the number of cases they are already handling. Now **** is intervening since i brought the complaint to them. SunRun gave 2 proposals costing 45K and 58K. My installed system has 10 panels making 4.05 kw only. Adding 1 battery will cost 45K, 2 batteries 58K. Upon comparing the prices to other solar owner, the prices proposed to me does not make any sense. A great part of the costs was from installation and labor, which initially was promised free. This situation started July and has not been resolved until now. My system is not running but im alrleady paying for it.

Hi Dichie, we're so sorry to hear of your issues with our service. We see you are currently working with **** and our legal team to resolve your issues. Please continue to work with our team until you reach an agreement you are satisfied with.

Ive had amazing experience with Sunrun. Its been a great company. I got my system installed two years ago. I received nothing but credits from my energy bill, and home have been saving thousands of dollars recently year.

Thanks for your review, *****! We're so happy to hear that you're saving money with solar. Our goal is to make solar an easy and enjoyable experience for you, and we're delighted that you're part of the Sunrun family. Thank you for helping us create a planet run by the sun!

What do I think ??? Well for starters Dont use SunRun.. worst customer service ever. For starters we decided to get more panels and battery .. well got the batteries and panels put up . I got an sdge bill and it was over 700 dollars . I called sunrun and apparently the workers who put the new sustem in turned off the old panels and never turned them back on.. called and called finally got ahold of a case manager but he said they couldnt reimburse us for any sdge funds even though it was their workers who messed up. They gave us a 100 credit on the sunrun bill which is 175 monthly for old system.. well got the old system turned back on and low and behold the new system wasnt turned on at time of installation.. another call and advised once again their workers didnt turn it on.. got that turned on but now they said they wont hook our old system up to the battery.. we have been calling for 3 months straight and no one will help is or get a refund on our sdge bill as it was their fault.. we are now paying 2 payments one for 175 and the other 115 to sunrun plus sdge.. we are paying more now than if we did before without the second system.. also they told us not to turn grid why not if battery can be used in evening. Please SunRun you really have to do some thing for it has been a nightmare . I wish we used someone else ..

We appreciate you bringing this to our attention, *******, and are very sorry to hear about the issues you encountered with your system. Our team would like to look into this for you to see how we can help you. We've located your account and have assigned an Escalation Expert who will review your account and reach out to you as soon as possible. They can take up to one business day to review your account information so please feel free to send us a private message if you have any questions in the meantime. We look forward to turning your experience around. Thanks!