Sunrun

They were also open to my suggestions. For example, the other company had given me one diagram for the ideas of how they would put the solar panel. Sunrun suggested a different way. And I took pictures over a series of a week. And then sent the Sunrun representatives and engineer pictures, and made a different suggestion. And then they took all of those and actually came out with the final plan that was a variation of all of them so that I would get the best or the most sun for our solar panel. They left to get it done further even though it took extra time. And they just were very supportive, so I greatly appreciated that. We’ve already told others to definitely go with Sunrun and leave the others behind. Sunrun definitely is the best price and you get the best product. You get a 20-year warranty, too. So no one can beat Sunrun in this area.

They did the job on their own and there was nothing broken. I couldn’t even tell that the solar panel was there until I had to go really looking for it. I knew where they were gonna go on our house but you can’t really see that side so you’d have to go look. So they did a really good job with that. They were trying to hide it by keeping it out of sight and running all the pipes and everything matched with the house. You can’t even really tell that anything had changed.

Originally when we were turning the system on, I’d missed a step on my end, and I had to call the customer service team and ask if the thing was even on. They said that happens all the time and they walked me through the process. Then within a few minutes, we verified that the system was on and we were up and running. They were very helpful and fast. Everybody has been very nice, from the sales guy all the way up to customer service. We had a really good experience. And then their interface on their website, their app, is really nice also. We can see how much power we’ve made per day, per week and per month, which is pretty neat.

We have the monthly payment that we make to Sunrun which is much less than the bill that we were giving to PG&E. And we could tell right away that we were saving some money. We feel better about it. We’ve already told a bunch of people about Sunrun and I told them that the company has been awesome. And if they haven’t gone solar, I told them that they need to do it because it has been an amazing thing. My parents are from the high desert plains of Texas where there's sun year-round just like in California. So they will benefit from solar.

Installation was also pretty easy. They sent me an email. And the project manager got a hold of me, explained the sense of the processes and kept me updated on what was going on all the time. And then from there, it was just waiting on the permits. Once I got the permits, it was pretty simple and quick. It took about four hours of it. I was really happy with my experience going solar. It went from roughly around $50 of electricity down to 4 bucks. And that’s during this season with 65 degrees all day. They’re a great company and smooth going installation. It was also a very smooth transition to get the panels on the building.

We started the project in November and didn't get everything installed until Sept 22. They had initially told us that the panels would be installed by April-May of 2017. The communication between our projects leads and the owners of the home was very poor. When we set up our project we set it up originally off of a partial electric bill. Once we realized this we asked to increase the size and quantity of the panels on our project to get closer to our actual energy usage. The employee who was at the house then set it up as two different projects on the same property. One project being the original plan (as the original project was already moving through the process).

The second project being the additional panels required for the second plan. At some point, they realized they could not do it as two separate projects so they canceled the separate projects causing us to get an automatic email notification that our project was canceled. In order for us to find out what happened, we had to call them. The canceling of the projects caused an issue with the financing process which we as the customer had to resolve through a series of phone calls and a series of additional paperwork. We were told originally that the roof repair work would be covered in the installation.

A while into the project we were informed via email that we would have to pay an additional amount to cover the overage. I called to find out more and was assured a number of times that it was covered. Additional emails came stating we needed to pay, leading to an additional phone call where they stated that we indeed needed to pay extra and that the extra could not be financed.

When they came to change out the electric panel we were not informed that our power would be turned off for the whole day until the contractors arrived that day. The communication was buried in a few PDF files attached to an email. No one asked if we wanted to keep the old panel leading to the contractors to throw it away without our permission. After installation, the contractors left us with very limited information about the system and how it worked etc. Causing us to have to follow up with the company to get the manual and other instructions for our new $50,000 appliance. Meanwhile, there were several different people that would contact us for various things and there was no continuity of contacts. Further, there are 4 owners of this property and we asked them numerous times to copy all of us on all email communications which did not happen.

After the installation of the system was complete our pump on the pond was not working. We thought it was an issue with the pump so we called someone out to repair it. Come to find out it was not a problem with the pump, the problem was that the panel was not appropriately hooked up to the pump. The screw in the panel box was not connected to the wire. This was causing a spike in electricity usage and causing the pump to not work. In order to determine this, we had to call out a pump guy and an electrician to tell us that Sunrun screwed up the connection. The electrician was able to fix this issue but this cost us extra time and money.

Now this month we got our electric bill showing our connection to the solar. At first, it looked promising, until we got a second bill in the mail. I called up SDGE and found out that Sunrun had only hooked the solar up to our water pump electric meter and not to the house. So now not only am I still paying for my HIGH electricity bill on the main property but now I am paying for my solar panels that were supposed to help lower the cost of my electricity. Apparently, the wrong application was filed. A dual application needs to be submitted to connect the solar to both the house and the water pump meters. We did inform a few of the people that we worked with over the last year that there were 2 different electricity meters on the property.

All in all, these are some of the biggest issues we have had through this process. There are other issues that were minor but still should not have happened. I have to say that in the end we have not been impressed with Sunrun and would not recommend them to anyone else. We are very disappointed how this entire project was handled. In my opinion, this experience was not worthy of its connection with Costco. We hope you can address these issues so that other customers in the future do not have to struggle through what we did. We also hope to get our system issues addressed in a timely manner so we can be freed from this nightmare of an experience. Now they have sent us to collections for a bill they never sent and that customer service says they have no records of. Almost three years later and still living the nightmare.

Shawn was the representative at the time that was working with us. He walked us through what he could. He had to make sure that we didn’t mess up somewhere along the line. The reps were very friendly too and they apologized. Like at the old house, they said, “I know that there was no soliciting. But your house is in a great position for this”. It was a good pitch. They behaved very professionally. And more than that, for the most part, they were knowledgeable about any questions we had about how their system works. And they were believable also in their command of information. The final process was pretty easy too.

The home inspection went pretty quickly as well. But then there was a lot of red tape where about five months, nothing was happening. It might have been that long where nothing directly related to the manager, was happening. But they got around to putting the panels on the roof and it moved pretty quickly from that point on. Some of the suggestions were to do our clothes in the daytime and run the dishwasher in the daytime since that power is coming from the sun. It seemed that it affected the bill about the same amount that it was predicted that it was going to.

I’d tell others to definitely go ahead and work with Sunrun. It was a good experience. They are a very professional company as far as the roofing repairs. Because that company was not shoddy, they outright assured me that they weren’t gonna be leaving any trimmings and shingles or anything in the yard. I got several calls along the way. And when I didn’t receive any information, I wasn’t sure what was going on. So I sent a quick email out and I got a reply fairly quickly. And it was nice. I felt like I was doing something. I was making progress.

Sunrun has done nothing to fix the issue and the customer service is nonexistent. The folks who answer the calls are always very polite however they can't resolve your problems. They promise a "supervisor" or the right person will call you back but nobody ever does. Oddly every time I call all of the supervisors are "in a meeting" all at the same time. Since I am in a contract there is really nothing I can do and they know it.

Next is their "warrant" they speak of. It sounds great that they will monitor your system and do any and all repairs for free. Here is the issue with that. About two years after my under producing system was installed my "inverter" went out during the summer months which means I was producing zero power. Sunrun let me know that they were out of stock and it would be months before they fixed it. I asked if that meant they were not able to do any new installs across the entire country because they had no inverters and of course they said they had inverters to do new installs but none to repair the systems of their "valued" customers. So I went many months of no solar at all but don't think for a second they will let you stop paying them even though they won't repair your system. Anyway my Edison bill was $2000 that year and what Sunrun refunded me didn't even come close to covering it.

If nothing else please do your homework and get quotes from several reputable companies before you go solar and truly understand your contract. I made mistakes as well that are completely my own fault. I am paying Sunrun more money for less power than some of my friends/relatives I was able to steer away from Sunrun to other companies. The salesman gave me a good pitch and I signed up without shopping around. That is completely my fault but all I have asked from Sunrun is to simply produce the power I am paying for and they have not lived up to their end of the deal one time since I signed on. And again, you're in a contract for a very long time.

Once they have you on the hook they have zero motivation to help you. All I can do at this point is tell my story in reviews and hang out with the poor sales representatives at Costco and warn all of their potential victims about what they are really getting with Sunrun. I don't know if there is a way for potential customers to contact me direct from here but if there is feel free to message me. I will be glad to explain all of the issues I have and what I have learned. I really don't want to see anyone get stuck in the same situation I am in.

The installation team was really good. They came out and they were done in a timely fashion. They were also neat about it and professional. I had a total of five days where I was able to monitor the amount of energy that we were generating but recently, I had three days where I had no power being generated. I contacted Sunrun and asked for an explanation and they couldn’t see anything on their end. I was told that they would be monitoring that closely and in the event that this were to happen or have any issues with either the inverter of the solar panels, they would more than likely be the ones to contact me before I contact them, which was not the case. So, I’m a little disappointed on that note, however it taught me to keep a closer eye, and that’s what I’m gonna do.

Overall so far, everything’s gone the way it was presented to me, with the exception to that one incident so, I’m hoping that it doesn’t happen again. I’m still very satisfied but I would like to know why that happened. The customer service rep was very polite and professional but not very knowledgeable. He didn’t offer much information and I was the one who was digging. We had these two instances where our power went out very briefly on two different days and it was within the last two weeks so I was thinking what could have triggered it. His guess was as good as mine so when I hung up, I felt like I didn’t have any more information than when I first called.

We just got turned on in April so it really hasn’t been that long to have any serious issues but they’re still up there with me so far and I’m still very satisfied with Sunrun up to this point. I feel a lot more comfortable that I’m doing better and hopeful that I’m gonna be saving money in the long run. But we still had single-pane windows on one side of our house. We were defeating the purpose of going solar to have single-pane windows on the house so we went ahead and we did our windows too.

We are excited because I know we’re doing something good not only for earth in itself, but also our pockets which is very important. I knew Sunrun was a good company from my own research, but Fabian confirmed what I was already reading about. He was here on the installation date as well as my brother and he told Fabian that they were in the market for a house and when they buy one, they are gonna give him a call. Fabian told him to call and he’ll see what they can do for him. That was in April and here we are in June and my brother just brought a house so, I referred Fabian over to him and they’re gonna be meeting on Monday.

I was very happy with my experience with them. They got the permits and they did everything. I just basically sat there and waited. And they told me what to do. The DWP came and gave their final inspection on a Sunday, which I wasn’t expecting. So their question was whether I could turn the system on or not immediately. And Sunrun had people on a Sunday and they said to go ahead and turn it on. My system’s up and running and I haven’t had any questions or problems.

What happened was, they were constantly coming back with other options like we should get some tennis balls and throw them up on the roof to scare the pigeons away. They also said we could spray the panels with my hose and that would scare them away, which didn't work. And the problem was that with the way our house and roof are configured, the pigeons lie underneath the panels and do their business underneath and it would roll down and it happened to cover the sidewalk to our front door. That means I have to go out and hose it off every day.

What helped convinced them is that I was a transplant patient and exposure to all of that pigeon poop was not good for me. So they finally gave in and sent somebody out to do it. Other than that, while we never keep close track of the difference, our gauge is July and August out here in Arizona where we are paying between $250 and $300 a month in electricity. Along with the $100 that we pay Sunrun every month, we're probably paying a third less than that. So, it's huge savings.

My latest bill before I left out of town last month was $103 but usually, it's about $90 for this time of year before it gets hot, then after this month, it gets hot and my bill gets crazy. Now, I'm looking at my Sunrun on my phone and I see how much I’m pulling in and how much I'm using. However, I still haven't gotten my $500 yet which I thought I should be having by now. I spoke to their customer service reps who told me they were working on it. But other than that, I would recommend Sunrun.

We love the idea of solar power but I would use another company. If was able to change companies but keep solar I would do it in a second. I wish I would have done more research prior to signing up with Sunrun- buyers beware... I recently saw a local news station helped a viewer receive a payment from Sunrun due to their power production not being anywhere near what they promised. Only 19 more freaking years and we are done with them.

Apparently, they wanted their money right away. It was before the installation date that they had to have the money so they sent me the form quickly to mail it back in their little envelope, and it went FedEx. When I talked to their customer service, their service was fine. They told me it’s in the mail. They were just doing their job telling me what I wanted to hear, but nobody put me through to solve anything and it just hangs there. But I have wonderful things to say about Sunrun and I have recommended them very highly. Going solar was good so far. I thought I would get an electric bill but I don't have one. But I don't use a lot of it because I’m not there all the time. I have a home in Texas and I’m there right now.

The installation experience was good and they totally convinced me but I was confused because they didn't explain the energy audit very well. I thought I was waiting for an inspector who didn't show up, like an inspector to make sure it was to code. What they meant was that the person they had to do the audit didn't show up, so I had to reschedule with that company and they apologized. It wasn't Sunrun's fault. They also told me that it was typically $150 but because they hadn't shown up the day that they were supposed to, they were gonna waive that fee. I was under the impression that Sunrun would be paying for the energy audit and it was included in what we were doing. I didn't realize but had I been a normal person who they showed up for, I would've been out $150 that I wasn't prepared to spend.

We had just been in our house since July and our friend sat with us in November, so we didn't really know what our usage was and she had to go based on square footage, which was unfortunate because we were slated to use about 22,000-kilowatt hours this year. That's a lot and our system only produces 8,000. We're still paying a crazy high electric bill. It’s better than it was but certainly not where I wanted to be, so I'm gonna call Sunrun in January and get more panels.

The sales rep we dealt with was very good. Troy was easy to talk to. We didn’t have any particular issues and if we did, we were able to talk to him and get them resolved. They were also efficient during the installation. We had referral fees and they handled that promptly. I would refer them to other people as well. This will be our second year with Sunrun and the only thing we're a little disappointed in is that our credits don’t carry over with the power company. They buy them back but they don’t give us much form. So we have to start over again in January to build up those credits to start paying for our power, and that takes a few months to kick in. But we had gotten the certain amount of panels according to what we use and the system takes care of us through the hot summer months so we’re happy with Sunrun.

Sunrun should have known better with the connection. My request was to make it one before they did the thing but they didn’t. It wasn't completed the way that I thought it would have been. The work was done properly but the expectation was not met. Also, the bill we're paying is more than we used to pay for the service because now we are paying them and Con Edison as well.

A couple of things happened around winter which I wasn’t told about. There was a lot of snow and the noise we heard was really bad. I even felt four times within the same day like the panels were coming down. Then the awning that I had in the back patio has been damaged pretty bad. It was really scary and I wasn't happy at all. Last January, their reps arrived and said they were gonna fix the awning. But it’s been more than two months and I haven’t heard much about it. Other than that, the solar panels have been working very well. The bill’s pretty much the same but come summertime, I’m supposed to start saving money every day or two.

Everybody in Sunrun was super helpful and friendly. Anytime I had a question, they answered right away. They’d give me a call and with each step, they would say that the application has been approved and what the next step is. So, they were always on top and always communicated wonderfully. I am completely satisfied with my decision to go solar and it's like we’re creating our own power. There’s a sense of satisfaction, doing something good for the planet, and just being independent in that way.