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Sunrun sells and leases customized residential solar energy systems and its Brightbox battery storage service in 20 states. Customers can own or lease a system with $0 down. Sunrun offers free energy consultations and quotes. Over 250,000 homes across the U.S. have gone solar with Sunrun, according to the company.
Pros & Cons
- Flexible payment options
- Daily system monitoring
- Warranty with complete coverage
- Limited price transparency
- Not available in all states
Sunrun offers personalized home solar energy system design, with the option to lease or purchase with monthly payments. Customers are generally satisfied with their solar systems, but many have had negative experiences with cost, installation and service technicians.
Sunrun is only available in 22 U.S. states and territories, so it's not available in all areas.
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I wanted to use solar panels so I went online and researched. We were thinking about going solar for future purposes but I wanted to minimize my overhead so I thought we could get this done while we were working. I had a few quotes and after talking to Sunrun’s salesperson, he convinced me to go with them. He was very professional and educated, and he was someone who knows what he’s doing. Going solar is fairly new and I have to go through the full mode and all the formalities with the electric company and it would take a few months before we could turn it on. I'm just waiting to see the difference between what we were paying and the one that we will pay with Sunrun now. Overall I'm happy now and the only thing that would make me unhappy is if I don’t see too much of a difference when the bill comes.
Thank you so much for your review, Loren. We are so pleased to hear that you have had a positive experience so far. Solar is certainly a new industry and we continue to grow. We appreciate the opportunity to provide you with clean energy. Welcome to the Sunrun family.
My homeowner’s association wouldn’t approve of SolarCity so I decided not to sign up with them at all because I didn’t want the fight. I talked to Sunrun and they came back with a lower price. They had the same objection from the homeowner’s association but they were willing to work on solving the problem. They solved the problem and we were done. The reps were cooperative when I enrolled, and the process was super simple and easy. I left a message and they called me back. The customer service was responsive, professional and consistent that they do what they said they would do. Everybody I talked to on Sunrun were the kind of people I’d hire. They did a great job and I’ve already recommended them to a friend.
Thank you for sharing your experience, Mark. We are so appreciative of your kind words! We are thrilled that you took a chance on Sunrun and we're excited for our journey together. Welcome to the Sunrun family!
We chose Trinity and they work with Sunrun. Trinity facilitated the enrollment so a lot of the documents that I signed in the beginning with Trinity had the Sunrun brand on them. I spoke to a Sunrun person today and they gave us the rundown on how it works and who to call if we had any questions. I check on the apps on how much solar we're generating per day. We've had some pretty cloudy and miserable days recently, but the app works great to tell you at least how much you're generating. We haven't received our first bill from Sunrun yet, but so far, everything has been fine. There was a small delay in getting the panels because they're imported, but other than that, they had them completely put on in August. We knew it was about 90 days out from that that they would be turned on and they were turned on on Halloween. Their timeframes were on point. I've recommended Sunrun to people. They are very helpful and streamlined.
Thank you so much for your feedback, Melissa! We really appreciate and understand the importance of positive feedback as we continue to grow. Thanks for joining us in our mission to create a planet run by the sun!
I am very happy with my solar consultant - Lierh. She is only one consultant who speaks Mandarin. She helps me a lot because I don't really speak much English. She is very patient. Answered me all the questions I have. I don't need to worry about anything. She is always taking care of all the process.
Awesome! Thanks for taking the time to share your feedback, Xiaodong! We are thrilled you had a positive experience and you were able to speak in depth with the solar adviser.
I used the little bit of money left to me to look into solar energy services. Their salesman then made an appointment. He came out to my house and said a few items. Although he had a few statistics wrong, I don’t know if he did it on purpose or he doesn’t understand numbers. But every step of the way, Sunrun kept in touch with me. The people that did the scheduling and the people that did the installation were great. Everybody showed up on time and they were able to finish early.
I chose Sunrun because there's a story online that rated the top 100 and 10 solar companies in the United States. Sunrun was number two and was available through Costco, so I put it on my Costco credit card. I got a rebate on it. Also, the company had offices in San Luis Obispo, California where my family and I are all from. So, there were several things that moved them up from number two to number one. Overall, my Sunrun experience was all painless and a lot easier than I thought it would be. Everything was really smooth and they kept me informed of everything that was happening every bit of the way.
Thanks for reaching out, Darrell. Great story, thanks so much for sharing. Providing each customer with a first-rate experience is what we aim for! We also value honesty, and accountability and we appreciate you giving us the opportunity after the hiccup you experienced with your solar adviser. So thrilled you're a member of our Sunrun family!
Sunrun is a company that deals with Costco which I went with because of the warranty. I was already looking into going solar because I was trying to get the deal done before APS changed the plan. They don’t accept net metering anymore so I was one of those who got the grandfathering plan for 20 years. Enrolling with Sunrun was pretty easy but I had an issue with the salesman who offered me a $350 Visa card and then he quit so I had to deal with the manager which solved the problem. He gave me a $500 Visa card so that was excellent.
A lot of the prices from other companies were all the same but the 5-year warranty on the system made me choose Sunrun. Also, I don’t want to be chasing small companies because I’m keeping the house for a long time. All of them offered the same warranty but if anything happened, I can chase Costco which is everywhere. If I deal with a small company, I might not be getting my warranty done in months.
It’s winter time and the system does not produce as much power as in the summertime but my last bill was $48 which was like, only $7 was for the electricity and the other stuff was the APS fees. I paid my solar system cash, which is the best way to go if you have the money so you can save the interest rate and still get the tax credit. Sunrun has done a good job, so far, but going solar after what the APS did is not worth it unless Sunrun has very good discounts.
Mark, we appreciate your honest feedback. We absolutely value our relationship with Costco. We appreciate you giving us the opportunity to continue the service even after hitting a snag. Thanks for helping us create a planet run by the sun!
I needed to save so I decided to go solar. I went to the GRID program, which the government funded, but it's helping us a lot with our electric bill. I only spoke with one girl, Marissa, from the Sunrun customer service team. Everybody was really helpful and the crew that came out and did the install was very clean. The communication was great especially for a newbie person. Everything was pretty crystal clear from beginning to end.
The team originally came out to see me in March but I didn't get it installed until October. I did the re-roof for the entire house right before that which took me some time to save up for. I've been doing solar for about six years now and my last bill was like -$5. Financially, going solar is helping a lot right now as we have a bit more money in our pocket.
Thank you so much for sharing your story, Monica. Transparency is so important when it comes to solar, and we are thrilled you understand how everything works. We are appreciative of your continued to support and we are excited for our journey together.
Extremely disappointed with the whole solar panel experience. My panels have been up since June 2017; it is now almost November 20017 and I have not spent any less on electricity–in fact, I've spent hundreds of dollars MORE. My electric bill stayed exactly the same as it’s always been, but now I have to pay an additional $111.50 a month to Sunrun on top of it. By the way–read the fine print. That monthly payment keeps getting higher year after year. It's in the contract. It gets worse. The company reported the total value of the panels to the credit bureaus under my name. So in addition to my bills INCREASING and my house becoming more difficult to sell, my credit has now taken a hit as well.
During the sales and signing process, no one shares with you that once you sign, the full value of the panels ($33,000) will immediately be reported to the credit bureaus as if it is a purchase you are making. The package is presented as utility equipment you agree to have installed on your property with the understanding that you will utilize and pay for the electricity produced. You are told you have the OPTION to buy later. In the interim, Sunrun reaps the benefits of owning the panels–you do not. They get the capital gain and they get the tax write off. That would be fine if they also carried the credit burden of the ownership, but it seems without disclosing this important detail, they pass this on to the homeowner.
The agreement is processed as a capital lease and the customer is forced, without knowledge, to carry the liability of a purchase s/he is NOT making. The end result is that you end up taking a substantial hit to your public income-to-debt ratio, which negatively impacts ALL important credit decisions made about you. I called Sunrun to ask them to amend and reverse the way they are reporting the lease (they are in fact reporting it incorrectly), only to have one of their representatives YELL at me on the phone. Simply abysmal handling of an issue that should have been up-front and center during sales and signing.
I would never recommend this company. Installation of solar panels has turned out to be the worst decision I’ve ever made, but in my defense, the sales representatives tell an alluring story and none of the issues come to light until it’s too late. Looks like the whole thing is an elaborate scam; I only hope my review will save someone still in the decision making process.
Thank you for your feedback, Angelina. We are so sorry to hear about your dissatisfaction so early in our relationship. We would like to investigate this and address your concerns. A Specialist has sent you a direct message.
I was referred to Sunrun by friend, and enrolling with them went very well. The rep explained the whole process to me. When the installation started, they came in with 5 trucks and very quickly did the installation. The installation was very good and they managed the project well. Sunrun is a good company to work with. However, the city takes a while to get the information and the system and electricity test.
Thanks for sharing your story, Raghuvir! Our aim is to be the only choice in solar. We value each homeowner's unique expectations, and then strive to exceed them! We know sometimes the process can be lengthy so we appreciate you hanging in there with us!
My high electric bills made me decide to look into solar energy services. I had already picked another company before Sunrun and I was going to go with them. But they would take some time. I got on the computer and read different reviews and chose to go with Sunrun because of those reviews. Everything went great in dealing with their customer service. The company did a great job and I've been with them a couple of months now. It was a positive experience overall.
Thank you so much for reaching out, Tammy. Your support is so crucial for us, as a growing company. We appreciate you giving us the opportunity to provide you with solar. Welcome to the Sunrun family.
I’m trying to save some money and I saw a Sunrun fitting on a house and what it cost. Their services are good and it’s working as expected. The customer service team went all out to do what they could for me.
Thanks for sharing, John. We are so pleased to hear that you had a positive experience with our customer care team. Our goal, as a company is to be customer obsessed. We are so excited to welcome you to the Sunrun family.
I worked with Justin a few months ago. He was very polite and straightforward. He explained the agreement fully and there were no surprises. The system is, working great! It's actually overproducing about 10%!
Thank you so much for your review, Bill. That is what we love to hear! Providing the best customer experience is key for a successful relationship. So happy you took that first step to learn more about solar energy's advantages. We are thrilled to welcome you to the Sunrun!
A sales rep named Sean knocked on my door and taught me about solar. He was very kind and truthful. I didn’t realize all the positives of going green! I’m saving a lot on my bill and I'm very happy with the customer service.
Thank you for your feedback, Kerry.We love hearing stories like yours! Our team strives to provide the best customer experience. We are so excited you're a new part of our Sunrun family.
I have been working with Ken ** from Sunrun Solar, and so far, this company has been amazing!! Kenny was very knowledgeable, and answered all of our questions & more! This company has been on top of everything from day 1. I receive emails and phone calls letting me know exactly what to expect next. Our panels went up with no problems, and they look great! Now we're just waiting for the township to do the final inspection.
Thank you so much for your review, Janet. We loved reading it! We appreciate you sticking with us and letting us get the job done. Our aim is to provide a one-of-a-kind customer experience that meets all of your expectations and we are happy to hear this was the case for you. We want to welcome you to the Sunrun family!
First off the leasing of solar should be illegal. It is the biggest scam job in the country. You are not saving on utility costs. You are signing with the devil. Sunrun is the worst at ripping off consumers. They put your system in for free and pocket the rebate from the gov. They raise your rates every year so by the time you are in year 5 of your 20 year contract you are paying more for your panels than you were from the utility provider with 15 more years to go. I am Selling my house now and it's costing me 10k out of equity to pay down the contract to where it is palatable for a buyer + an additional 4k dollars to pay for a year of my buyer's payments because they do not meet the ridiculous credit requirements of this terrible company. DO NOT USE SUNRUN. THIS IS A TERRIBLE COMPANY THAT THRIVES ON RIPPING OFF ITS CUSTOMERS. Look at the monthly payments from my solar contract from year 1 to year 20.
Thank you for your feedback, Anthony. This review is disheartening for us. Our goal is to provide clean energy along with the benefit of some savings.We pride ourselves in having a transparent service agreement to clear up any questions prior to install. We are very sorry to hear this has not been your experience. A Specialist has sent you a direct message if you would like to further discuss this.
This company is a complete fraud... The sales told me something and when I contacted the company is a total different story. In a future if you want to sale your house would be a headache and there's no savings at all.
Thank you for reaching out, Santos. We hate to hear about your dissatisfaction with Sunrun. We have always had pride in our product with the expectation of integrity from our sales reps, we are sorry to hear you feel otherwise. We would like to know more about the misinformation so we can look further into this. A Specialist has sent you a direct message.
We decided to have Sunrun install solar panels on our house since it is good for the environment and allegedly drastically reduces our electrical bill, all for the price of $125+ a month. With the panels installed, Sunrun told us the panels would cover our electric bills. They were wrong. In addition to the $125+ a month we pay Sunrun, we still pay anywhere from $125 to $250 a month for our electric bill. We have called and complained with their company on multiple occasions, however they have not fixed the problem. And now we're stuck with them since it's a 20 year lease.
Thanks for contacting us, Christopher. We can certainly understand your frustration when you feel you are not seeing any benefits of going solar. We would like to better understand your concerns.A Specialist has sent you a direct message, please reply if you would like to discuss this matter further.
Everyone that I dealt with at this company was very kind and professional. They took time to answer my questions and make sure I understood the process. From the time you agree to get panels to when they actually get turned on is a long process, I was so happy that they kept me in the loop every step of the way. Their online portal was immensely helpful in that time as well as the person who would call me to keep me up to date. They took care of everything for me. I didn't have to deal with permits or inspectors. I just had to be there when they installed. The install team was great too. They were very respectful of my space and did a great job cleaning up afterwards. I would recommend these guys to anyone!
Thanks for sharing your wonderful story, Lesley! Our drive is to make solar hassle-free by being attentive and focusing on each individual customer's experience! We also understand strict safety, professionalism, and organizational standards go along way. After all, we're only happy when you are! So thrilled you're with Sunrun!
Since July have had a hole in roof from installers. Took 3 weeks, no show appointments and a HUGE hassle to get Sunrun out to fix. Now we have inside damage to ceiling and possible mold. Been dealing with support manager Michael ** who has lied to me for the last time. Made up lies about their insurance carriers. Told me I have to wait 60 days for a mold inspection (which is UNACCEPTABLE) and now it's like pulling teeth just to get replies. I have emailed Lynn and other founders, not 1 reply. (Original contract was signed with Sungevity, who Sunrun owns (owned). Sungevity went bankrupt and my account was transferred to the parent company Sunrun)
Thank you for reaching out, Craig. We certainly sympathize with your situation. We are sorry to hear you had to go through this experience. It looks like we have been working to get this resolved to your satisfaction A Specialist has sent you a direct message to discuss the matter further.
I purchased a home with a SunRun system. After about 3 months, I got a call from a SunRun collection agent, demanding payment of an amount in addition to the direct debit lease payment. I asked for an explanation and, after some research by the agent, was told that the charge appeared to be wrong. This repeated three times, so I insisted that we switch to email and they direct debited my checking for the charge. Still no explanation. I feel like I have been mugged.
Thank you for your contact, Rodney. It sounds like things have not started on the right foot, which we understand is frustrating. We certainly don't want you to think that is how we do business. We want to look into this further. A specialist has sent you a direct message to further discuss this.
We were turned onto Sunrun by friends. Since signing a 20 year lease at $161 a month, I have only seen 2 to 3 APS bills with just a connection fee. Our system design is not big enough for our home, and in the last 3 months I have had to pay APS over $900 along with my monthly Sunrun bill. It's just my husband and I and just me most of the time. We are not receiving credit for all of our solar produced and the Sunrun Reps are absolutely no help. BEWARE DO NOT USE THIS COMPANY. THEY ARE A SCAM.
Thank you for reaching out, Dianna. We are sorry you feel you are not benefiting from going solar. We want to take this opportunity to clarify a few things that you mentioned. A Specialist has sent you a direct message!
These people are clueless. Don't believe what the salesman say are. They are liars. They will say anything to make a sale. I know. What else is new? They don't know how to position the panels to capture the most sun. They don't know how to size your system, so your system will be too small and your electric bill will way higher than it should be. Forget the guarantee because they purposely undersize your system so they can always meet the production level they set. In other words these people are crooks. I cannot say if the entire industry is filled with crooks but Sunrun is a company you should avoid. What a shame all the sunshine in the sky and government incentives and these people refuse to do right by their customers. They are laughing at you all the way to the bank.
Thank you for your communication, Stephen. We hate to hear you feel that you are not benefiting from your solar system. We certainly don't want you to think we are not performing with the utmost integrity. We want to clarify a few things that you mentioned. A Specialist has sent you a direct message!
I am a relatively new customer. After the installation I had a few issues - some very simple (like how to read my meter) and otherwise somewhat complicated (like my energy generation was not as per forecast). The Sunrun team took a few calls to send me info on how to read a meter. They kept insisting I would never need to read a meter because I can access their app or website. Their app and website has constant problems with loading data. I have not been able to see my data for the last 10 days. Finally they gave me the information on how to read the meter. Re: my energy consumption one department bounced me to the other.
They just gave me their email id asking me to follow up vs. adding them to the email thread, which would have not taken them any additional effort. I got an automated email response saying they would contact me in 2 days it I didn't receive any response for a week. When I followed up I was told that they were very busy and had not had a chance to review the email list (appreciated the honesty but was shocked with their operational practices). The department then bounced me around to another department since this required a field visit. I am still waiting for the field visit and hope it will fully address the issue but I was disappointed to see that the Sunrun team didn't seem to want to own the customer experience.
Thanks for your contact, Rahul! Our aim is to provide a customer experience that meets your expectations! As well, efficient communication is key. It's disheartening to hear this was not your experience! A Specialist has sent you a direct message, please respond to it if you would like to further discuss this matter further.
The salesmen promised savings and our contract says it is designed to produce 108% of our pre-solar usage of about 1,136.71 kilowatts monthly. In our most recent APS bill, they show us producing 596 kilowatts. Which is half (for rounding sake) of what the system is designed to produce. We received an email stating SunRun saved us $50.00 on our electric bill, to which we are billed a monthly lease of $139.00... We are never going to save with this kind of production. We now pay more for electric (paying both APS and SunRun) than if we didn't have solar at all. Now, we are stuck in a 20-year contract. Their customer service agents won't call back, once your system is installed and you are stuck in a contract.
Thanks for bringing this to our attention, Nesi. We hate to hear your service was not what you expected . We would like to take this opportunity to help clarify any questions you have. A Specialist has sent you a direct message, if you would like to discuss this matter further.
We got Sunrun solar system installed Feb. 2017. It is still not working properly as of August. They have attempted to send several techs out and each gives a different excuse why it's not working. Meanwhile they have not stopped charging us for the system and we are still paying for our electric bill.
Thank you for sharing your experience, Demishia. We completely understand how frustrating service issues can be. We know this has not been a good first impression. Our aim is to provide a customer experience that meets your expectations. We have sent you a direct message to discuss this matter further.
My solar went down on July 17th. They have yet to repair it. They don't care that I am losing money because all they care about is production. They have a guarantee of production. But it is worthless, because they set it so low you would always meet that guarantee. I don't know where to turn. I have contacted the BBB also. Of course I have a contract also I'm signed into so I am stuck.
Thanks for bringing this to our attention, Enid. We are so sorry to hear about your experience, we can certainly sympathize with your situation. We have reviewed your account and see the inverter issue has been resolved. A Specialist has sent you a direct message, please reply if you would like to discuss the matter further.
Sunrun employee was rude, unprofessional, pushy, and rushing my pregnant wife to move her car quickly so they can start their installation because they claim they were on a time budget (maybe that’s why they damage my new roof because of the unprofessional, poorly, rushing the work they perform.) What happen was on the day of the installation, one of the installation crew member knock on our door and told my wife he’s here to install the solar and have her sign some paperwork. He was rude and very pushy. He told her that he is on a time budget and rush her to move her car. When she told him our contractor are working in the back as well, he seems shock and said no one should park on the driveway. The way he talk is very pushy and unprofessional (at least ask nicely). My wife is pregnant and she didn’t has the chance to change our son’s diaper yet.
Every morning she would change his diaper, brush his teeth, apply medication, and feed him before taking him to the baby sitter. Instead of doing that, she quickly sign the paper, bring our son out to the car, and leave because she felt uneasy. She didn’t even have time to pack extra clothing, diaper, medication, or food to bring over to the baby sitter. When I arrived home from work, I check out the new solar and saw that the roof has damages all over. About a dozen or more holes were drilled on the roof (outside of the installation area) and were not patched. I saw a lot of shingle were damage (rip, chip, deep scratches) outside of the installation area. I heard from my crew that they heard stuff being drop on the roof top. The work looks very sloppy, unprofessional, and careless.
I emailed Thomas (project coordinator) and told him what happen. He sent Eddie (supervisor or manager) out to meet with me. After about a week or more, Eddie show up. A few days before he shows up, that morning, it was sprinkling. I was on my way to work and it starting to sprinkling. I call my contractor and told him to patch/fix any major damage to prevent any further damage if it does rain. He has only a handful of shingle left so he replace the one with the most damage first. The rest, he patch with the roofing cement. Before Eddie show up, he called me and I told him that the shingle with the most damage was fixed with new shingle so he won’t be able to see everything. When he arrived at my house, he said he’ll take care of any repair cost. Just send the bill over.
I also said he need to make sure those damage area (outside of the panel installation area) are covered by the penetration warranty as well because there is no need for those damage to happen like that. He agree and he said he’ll draft a letter stating any damage. Sunrun damage will be cover by the penetration warranty as well. He’ll send to me for approval before finalizing it. Before he leave my house, he sound very promising. He said again, don’t worry, he’ll send out a quality control team to double check the work. (No one come out. On the day the electric company come out to install their meter, they said there is no power coming from the panel. I inform Mark (I’m ahead of the story here) and it take them a long time before someone come out to fix the problem.
The power is out as I’m typing this right now and they won’t have it fix for about 2 weeks.) A month went by and I called Thomas asking if he heard anything from Eddie. He said he didn’t hear anything so I told about my meeting with Eddie. Later Thomas said Eddie was on vacation and won’t be back for two weeks. He said he’ll take care of it. He sent out an email to me saying Eddie saw nothing wrong. The panel were installed correctly. I emailed him back telling him that was not true. I never complained about the panel. I complained about the damage shingle outside of the installation area. I even sent him the email on the first day. At this point I was mad so he transfer me to another supervisor/manager, Andrew. He also sound very promising. Over the phone (unrecorded cell phone, I wish it was a recorded line), he said he is the person who can make things happen.
He said things very similar to Eddie. After I re-explain everything to him again. We would call each other back and forth a few time over a period of time. He said he’ll draft a letter to cover the area of damage as well after I explain to him and bring it to me when we meet up. He wanted to come to my house on a weekday but I said I can’t be home. He said he’ll come out and come out again on the weekend (Sunday) to talk with me and my wife and compensate us. I waited the whole day on that Sunday and he never show up. Monday I called him asking why he didn’t show up? He gave me a bunch of excuses. I then asked where is the letter he drafted for me. He then start to give more excuses and said he has to go because his kids is crying and keep asking me over and over if what else can he do for me and deflect my two question.
So I hang up and email him asking the same questions to get some paper trail. His response was amazing. He said that he misunderstood what I was saying/claiming. How can he misunderstood after all the email and a memo from my contractor stating the problem? He said he misunderstood me so he refer me to another person and said from now on I should contact that person only to avoid confusion. They like to play this game where if they can’t deliver what they said, they will toss you around and around. Now I’m talking to Mark (Customer Care). In the first week or so, whenever I called, he would pick up his phone. After I ask him many hard question which he can’t answer and only deflect or answer in a general way which doesn’t help. He start to set his phone to voice mail. I called multiple times per day and if I leave a message early morning, sometime he won’t call back at till the end of the day.
During times I can’t reach him, I call the general Customer Care number and none of them know what happen to me. I have to explain to every one of them what happen over and over again. At this point, it seems to me that they do not communicate with each other. I sent out two message using the apps (Sunrun app) and for over a week I did not get any reply back. I called them up asking why I get no reply. Their respond was, “why didn’t you called?” I never tell them why because I don’t want to tell them the reason. Mark ask me to tell my contractor to send over a proposal. I have him sent one over. Mark’s response was, “did you have your friend help you?” because the price was high. It was an insult. He then have a third person come out to check out my roof again.
This time, Mark said he no longer trust my contractor’s words or my claim anymore because his 3rd guy came out saying my roof is old (5 years old?) and the installation of the solar is perfectly fine. I didn’t want to argue back but just say I never complained about the panel, I complained about the shingle damage around the installation area only. He said our word/claim is not creditable anymore. At this point, all Mark said was if you don’t have the picture of the damage, he can’t help me at all. But the major damage was replaced with new shingle due to the fear of rain back then. My contractor has a memo saying so and I even email him, Thomas, Eddie, and Andrew about it. But he still use that two thing (no original photo and roof is old - according to his 3rd guy) to tell me regardless of what facts I give him. I repeat myself again, what if I have my contractor sent you guys a statement that he was the witness?
Mark just keep saying our claim is no longer creditable and he need to see the before pictures. I just end the conversation there and I actually hire another roofer to do the estimate. His told me that Sunrun crew did a bad job on the installation themselves. I’m still waiting to see what the outcome is. DON’T GO WITH THIS COMPANY.
Thank you for bringing this to our attention, David. This experience is very disconcerting for us. We want to express this is not how we do business! And have worked diligently to investigate this. A specialist has sent you a direct message.
My friends have solar panel and they love it. When I first moved in my house, I always see my bill about 180-250. Sometimes even over 300. So my friends told me her bill went half down. And also solar is clean and reduce pollution. Therefore I get a consultation with Aaron and Lierh, who speak Mandarin. They are very nice and professional. I have learnt a lot from the consultation. I didn't know what was I paying every month and how to read the utility bill. And during the process, it was easy and fast. The crew wears the shoes cover so that my house didn't get dirty. Their service impresses me. I have nothing to complain and I will definitely recommend my friends to go solar with Sunrun. (Couples of my friends have already gone solar, and they are happy about that.)
That's what we love to hear, WeiPing! 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!
I found Sunrun while I shopping in Home Depot. I didn't know there are many options to go solar. In the free consultation, I have learnt a lot about energy and how solar works for my house. Sunrun cares customer's satisfaction much. For Asian customers, they hire a mandarin solar consultant-Lierh to help me. I don't speak English well. So we went thru every step together. If without her assistance, I will still pay more 200 electricity bill. I'm glad that I chose Sunrun.
We are so thankful for the wonderful words, Guo! We are so happy we were able to provide a one-of-a-kind customer experience.Your support is so necessary as we continue to grow as a company. Power Forward!
I have read some reviews in Consumer Affairs. Some bad reviews and some good reviews. Maybe some people had bad experience. But I believe that Sunrun took care of the customers and solved the problem already. English is not my mother language. But the sale rep Lierh, she helped me a lot. I own a business so I really busy and have no time to deal with all the details. And she is very patient. Every time I have question, she always answers me or finds the answer for me. To be honestly I love what Sunrun provided to me. Their services is good. They are very professional. Sunrun takes care of all the work for me. I have nothing to complain.
Thank you so much for sharing your experience, Shun!This is such a wonderful review. We are so grateful for our customers, especially since we are still a growing company. Thanks for the support!
I have had SunRun for almost 3 years and they are the worst by far. I am paying more now with solar, saving no money, and it is a constant battle with their customer service who never seem to be doing their job. Read the fine print on their PPAs and BEWARE. They take your Sun and Run with your money; hence the name. So far, I have had to pay almost $300 a month with their lease agreement and still owe Edison every year. I have seen one or two of those $8 & $9 Edison bills, but they do not make up for all of the money I am losing with SunRun. The sales rep was even a friend of mine until we signed up for solar. Now, he quit because of their fraudulent business practices and we are no longer friends despite his remorse.
Thanks for contacting us, J. A. We understand how frustrating it must be if you feel you are not saving and seeing any benefit of going solar. A Specialist has sent you a direct message, please reply if you would like to discuss this matter further.
RUN RUN RUN... What a SCAM this is. First you can deal with numerous companies before you get to the operating company name Sunrun! I dealt with HeliSun who originally contacted me. Now they are going by the name Alternative Electric. We have Arcadia who does the installs. First they covered the stink pipes on my roof and my home is a toxic environment from the fumes! The sales person said it was APS fault for allowing the design... That's FALSE!! They damaged so many concrete tiles on my roof and now I am experiencing leaks. They also FAILED to put locks on their boxes that clearly indicate you can receive ELECTRICAL SHOCKS, mind you they are at a child's level and guess what... It's APS responsibility to install locks also... That's FALSE.
They painted the electrical a hideous color that does not even come close to matching the color of my home! They wanted me to go match the paint, purchase it and they would paint it... Ha ha ha. Now let's get to the bill part. My bill which is normally 225 a month from APS has soared to over 700 my first month. The system is faulty and if you try to reach SunRUN... Good luck! ALL of you need to file a complaint with the AG's office and stop this company from scamming any one else. And if you did a referral... Good luck with the promised refund! I originally researched the company I THOUGHT I was dealing with and after receiving this bill from SunRUN who I had no idea of who they were, all this came to light!!!
Thank you for your contact, Dawn! It sounds like things have not started on the right foot, which is discouraging. We are currently addressing each one of your claims and working to reach a favorable a solution! A specialist has sent you a direct message.
When I signed up for Sunrun Solar on my home in the So California desert 4 years ago, the system was installed at no cost (Sunrun received all of the Government incentives, rebates, etc. which seemed fair at the time.) However, my monthly "rental" fee continues to go up annually and I am getting very little electrical power for the price I actually pay. This past month it has been hotter than 100 degrees far more days than not and I paid to Southern California Edison $0.16 per kWh for the first 499 kWh and $0.25 for each kWh above 499. At the same time I pay Sunrun 0.276 for EACH kWh. Thank goodness the Sunrun system can only produce 225 kWh per month (seems to me it was not properly sized for my desert home) or I could be buying more kWh from Sunrun at rates that significantly exceed those of SoCal Edison. CONSUMER BEWARE!
Thanks for bringing this to our attention, Mark. We hate to hear your service was not what you expected. We certainly don't want you to feel you are not getting the benefits of going solar. A Specialist has sent you a direct message, please respond if you would like to discuss the matter further.
We went through Costco and purchased REC Solar, SunRun took over REC and we have had a big problem with them. Our solar console had a red light indicating "startup". We called SunRun and they certainly gave us the runaround. We have had this problem for about a month now and we are going through the hottest months of the year with 105 degree temperatures. These are the months the solar should be working. We called about a month ago and they said they were so busy, they could come out for repairs on July 17th. They seem to love getting new buyers, but once the system is up, repairs are limited or nonexistent.
Thanks for contacting us, Richard. We can certainly understand your frustration. Service issues are always the most unexpected and frustrating. A Specialist has sent you a direct message, please reply if you would like to discuss this matter further.
I was informed by Sunrun 2 weeks ago that 1 house was not producing any solar energy and that a tech would check the system - 2 days ago the SUBCONTRACTOR they hired called & was going to check system & for sure would let me know (NOT DONE) I found out from Arcadia Solar that it again was the Inverter - same as last year. It took 1 month to fix last time with over a %500.00 bill from APS + the solar bill.
I received an e-mail from Sunrun today that my Other house's solar panels are not producing also - same message tech would call me. I spoke to them on phone today and told them it was costing me WAY more to have solar than through APS where I could have been on budget plan proved that to Sunrun (but of course they said I was wrong). I AM GOING TO GO TO THE ATTORNEY GENERAL'S OFFICE WITH COMPLAINT & ALSO THE NEWS STATION. This lease has to stop. Arizona is the most dishonest place to purchase anything. Sorry I moved from Washington state. Don't get solar.
Thank you for your communication, Marilyn. We can understand your disappointment, system issues are always frustrating, on top of not being properly communicated with. We see the system issue has been resolved. A specialist has sent you a direct message if you wish to discuss the matter further.
The Sunrun representative appeared helpful and friendly. However he recommended a purchase plan that would allow me a rebate and helped determine how long it would take to get to the point I would be ahead based on the rebate amount. He helped me get the cost of PGE for a year and said it would take about 6 years. However, when I asked Sunrun for the paperwork to get a refund I found out I would not get a rebate with the method recommended and when I complained I was told by Sunrun I should have read the contract.
When I told them I went paragraph by paragraph with the rep and asked about the paragraph that said Sunrun would own the panels. He said this was because they would maintain the system for 20 years but I would get the rebate. I feel they lied to me and I complained to the police department but they said this was a civil matter. I received a bill but was told by the rep to not pay it since the system was not installed and that he would come by so that I could pay. Since I found out the rep had lied he said he was changing companies and never came for the payment.
Ronald, thank you of sharing your experience. This is an unfortunate situation that we hate to hear. We set high expectations when it comes to selling our product because of the industry we're in. We are sorry you believe we did not take an honest approach. A specialist has sent you a direct message so we can discuss this further.
I have so many issues with this company it's unreal. Sunrun promised my payments would be under $200 a month. Wrong $221. Sunrun promised my electric bill would be $8 or $9 a month. Wrong $110 to $235 a month. Sunrun promised critter control. Wrong. Sunrun promised $350 for a referral. Wrong. Referred my brother. Nothing! I have all the text with the promised on them and the representative said that he never promised me any of that. So I guess the customer was lying?! This is my question via text: "Hi Scott. This is Stevan **. I spoke to you today about solar. I wanted to know if Sunrun covers and installs the cost to put up pigeon defense guard." This is from the representative. "Ok so basically we don't cover it as far as if anyone asks you we do not cover that, but our customer care team will cover it for you when we get to that point. I confirmed with my manager."
Thank you for reaching out, Stevan. We find your multiple accounts of misinformation disheartening. We always strive to be transparent because we believe the product we sell should be done with integrity, we also encourage every agreement to be read in full because we know solar is a bit different than what people are used to. We are sorry to hear your experience has not been a positive one. A specialist has sent you a private message if you wish to discuss this further.
I should never have gone with Sunrun in the first place. We had issues with them from the get-go. They would not answer my questions, call me back, and straight-up lied to me. They finally contacted me after filing a complaint with Costco. We canceled everything but smooth-talked me into using them anyway with no other compensation than to hold up their end of the deal. Now 1 yr later, we had a bad storm and lost 2 panels. I have been trying to get in touch with them for over a month. I even went far up the chain to ask for help scheduling the R&R. They also sent technicians out to my house unannounced TWICE now. The last guy was trying to replace the broken panels before the roof had even been removed. I told him no and sent him away.
As soon as I canceled my order I was flooded with calls and emails. The Sunrun representative told me that, "I made his technician feel dumb". I personally called the technician to apologize and feel as though the representative was using his own team member as a scapegoat. I cannot blame the poor employees because they are not trained at all and they are just doing what they are told to do. This company is completely backward and has more people dedicated to recovering lost customers than they do trying to serve them adequately in the first place. We found another company that only required one phone call and a few minutes of my time. They are so much cheaper and have higher quality products.
We are sorry to hear about your experience, Heather. We can certainly sympathize with your situation. Communication is a huge part of customer service and we are sorry to hear this was not the case for you. A private message was sent if you would like to discuss the issue further.
Before I had the panels installed I asked the salesman "what if I need a new roof before the 20 years"? I was told "No problem. You just call and we'll remove them and reinstall after the roof is done". I said "ok. As long as it doesn't cost me a penny to have the panels installed or removed or maintained go ahead with the install".
Now about 2 years later I get another salesman come and tell me I need a new roof. I call Sunrun to come and remove the panels, the guy says, "Ok no problem, It's $500.00 to remove the panels". I said, "NO WAY"! He said, "Yes and $100.00 per panel". I said, "NO WAY! I MUST HAVE ABOUT 12 PANELS!" He said, "Sorry but that's what it is. $500.00 and $100.00 per panel and you have 24 panels!" Again NO WAY!!! I was told nothing about money to remove the panels for a new roof! I said, "Ok then get the panels off the roof. I want to end the service". "Ok you have to buy the panels."
I can't get to talk to anybody else but the people that answer the phone. They did give me the number for our salesman, all I get there is, the party is not accepting phone calls at this time, please try later. That's the last 3 days same recording. I would not recommend Sunrun or any solar company at this time. But if you do want to go ahead and get solar make sure you do not need a roof first!
Thank you for your communication, Dave. We do apologize for any misinformation that may have been provided by one of our solar advisers. We want to let you know that is not how we do business. A specialist has sent you a direct message to discuss this further.
I am so happy I never went through with the 20-year headache with Sunrun. Our salesman was really slimy. Firstly he said the lease was free. Then he said if your electric meter was old, Sunrun would replace it up to $4000. He said if there is a power outage that your battery would your power on while all your neighbors are in the dark. He said if you ever had to reroof that Sunrun would take off and reinstall for $500. And now for the truth folks. The lease is not free. It is 100-160 dollars a month depending. Sunrun will not replace your meter, it is a lie. Your power during a power outage is not guaranteed. And lastly reinstallment if you reroof is $2500, not $500. Our salesman name was Matthew **.
Thanks for your feedback, David. We really hate to hear this. We always pride ourselves in an honest approach because of the product we sell, we hate to hear this was not your experience. A Specialist has sent you a direct message to get some additional information.
Sunrun won't install mesh wire around the solar panels to prevent birds and pigeons from nesting under panels on top of the roof. They are aware of the issue as many customers including myself experience massive bird droppings in the yard which is unhealthy and requires daily cleaning. Pigeons love solar panels on tile roof. It would be cheap to install pest guard at the same time when solar panels are installed. Now with pigeons nesting under solar panels my roof is full of them and all over the roof. I need to install pest guard to protect the solar panels and install bird spikes at various sections of the roof at an approximate quote of $2000+.
Sunrun never mentioned of potential problem like this and all what they said that I may need to wash panels once a year to keep them clean. Furthermore, they will not pay for the pest guard that is needed to keep pigeons from going under their panels. Sunrun stated that they never demanded of me to have the solar panels installed on my roof as if they have given me choices of where to put them. Anyone interested in installing solar panels should request to have them install the pest guard also. I will not recommend Sunrun for your business.
Thank you for reaching out, Hal. We know how aggravating critter issues can be. As much as we would love to cover the cost of cleanup, and install critter guards for every customer requesting it, we recognize that it will increase the cost of doing business for everyone. A Specialist has sent you a direct message if you would like to discuss this matter in greater detail.
I had a young sales rep that was walking around my neighborhood and he came on knocked on my door. His name was Mark. He was very polite and enthusiastic. I had been inquiring about Solar and he made it make even more sense to me. He was with me the entire step of the way, and the customer service over at Sunrun was phenomenal. I have already sent in referrals from neighbors. None of us have had any problems. Glad Mark came around.
I have had solar for two and a half years now. Up until March of this year, there were no major issues. In March, my system went dark. Then up sporadically, and down again. The technician who came out discovered that squirrels had built a nest under the panels, and chewed through the wires of two of the panels. He cleared the nest debris, disconnected the shorted out panels and told us that the panels would be replaced and that they needed to return to place a Critter Guard on the panels. To date, nothing has been done, the squirrels are back and the system goes up and then down sporadically as before.
BTW, this is May 2017. After speaking with a representative, I was told that someone from their Customer Service would call me within 5 days to schedule another tech visit. I won't hold my breath! I know the drill. They wouldn't let me speak to the Escalation Department either. I was also told that they no longer provide Critter Guards, but I could get them through their contractor for $1800! I don't own these panels, they are leased! So... Since that's how they want to play this game, I am going to alert every homeowner in my neighborhood who has solar from them about the issue. I am also going to notify my local politicians about the problem and warn others to avoid Sunrun. In my neighborhood as I'm sure in others, the squirrels are running amok, causing lots of damage to homes. I'm glad I am involved in the Community activities where I live and I'm going to make a lot of noise about this, as this is NOT acceptable.
Thank you for your communication, Claudia. Situations like these are always unexpected and inconvenient and we certainly sympathize with your experience. We sent you a private message, we want to work with you in an attempt to reach a fair resolution.
We are currently paying more per month after signing a contract with this company. And told if we would like enough panels to cover the actual amount of solar we need we would be required to sign an additional contract at another 20 years... Absolutely horrible. We are so sorry we did not research this better.
Thanks for contacting us, Jeff. When signing customers up with solar we certainly want to make sure they understand the agreement they signed and the amount of kilowatts they are guaranteed .We are sorry to hear this has not been the case for you. A Specialist has reached out to you and we are hopeful we can find a solution together!
This company is misleading and has terrible customer service. When the salesperson was at our home, we made it very clear that our plan in the short-term was to rent out our home and this solar agreement/billing would need to transfer over to the renter. We were told that would not be an issue, that Sunrun had an entire team dedicate to service transfers. What he didn't say was that they will only transfer it to another homeowner, not a renter. And, because they won't transfer the solar portion, the electric company that we have to use for the remainder of our power will not transfer service to the renter either. So, we have over $300 in solar and electric bills that are in our name, and we have to hope every month that the renter will pay us back for these expenses in a timely manner, potentially affecting our credit or cash flow.
In addition to that issue, the company feels it is OK to waste a customer's time. They set-up an inspection of our home prior to install, which was supposed to include attic work and getting on the roof. I had to take a day off to be there for that inspection, but when the tech got there he only completed the attic work and said he would have to come back out another day for the roof piece because it was getting ready to rain, but he told us that because he had completed the inside review that nobody needed to be at the home for the roof inspection. About a week later, I got a call from a different technician saying he was going to leave my house and I would have to wait about 2 weeks to reschedule, because I was not at home for the inspection that I was specifically told I didn't need to be there for.
When I called the tech, he said there was no record of a previous inspection and their dispatcher should have told me to be there. I called their dispatcher and they said the prior person left the company and there was confusion in his notes so they needed to do the full review, meaning I now had to take a second day off. He said he could get the tech back out to my home, due to the inconvenience. So, I took the day off, and waited around all day the following day, and nobody showed up. When I called to find out what was going on, I had to leave a message, and the install supervisor called me back to say he personally was going to come out and complete the inspection. So, I took a third day off for this inspection, which actually got completed after all that.
But then we scheduled the install, and we were told they would be on site the entire day but they would complete work that same day. The install team left at 2pm on the first day without work complete, so we had to be around for a second day, that was unplanned. Afterward they knocked a bunch of debris off my roof and didn't bother to clean-up when they left. Then came the inspection of the work performed. Again, I had to take two days off for this because nobody showed up the first day. Additionally, good luck getting in touch with someone in a timely manner. Anytime I have called the numbers provided for after services after install (billing, account info, etc.) I have to wait on hold an average of 15 minutes before talking to someone and even then they aren't able to help.
Thanks for reaching out to us, Tori. It sounds like things have not gone as expected, this is disheartening! We absolutely understand the importance of being transparent when selling a product such as solar. A specialist has sent you a private message to address your concerns, please reply so we can clear some things up together!
I recently became aware of squirrels nesting under the solar panels from the sounds of the scratching on the roof. I got the same nonsense reply as Eric of Colonia, NJ, wait for damage to the system. I asked to be escalated to a supervisor who repeated the information. I can't continue to be subjected to the clawing and scraping on the roof and it is a matter of time before the squirrels penetrate the roof. I asked to be escalated again to her supervisor and I was refused. I was told they used to install Critter Guard but the policy was changed a year ago and now they would send me a quote. There goes any financial benefit of solar. The environment was created by the installation of the panels and it's a known issue as you have the Critter Guard solution.
I continued to argue for an opportunity to escalate my issue to a manager and was refused. I said I want the panels removed and was told to get a lawyer. The customer rep reviewed the system production and saw some red flags but the earliest appt I could get is two weeks away just for a tech to inspect. That's two weeks of scraping and clawing. What is there to inspect? The problem exists and the company should address it. "No fast-talking disclaimers. No lawyers required. Our guarantee is simple." NOT TRUE.
I am not an electrician, nor am I a professional in anything electricity related. But I do know bad customer service and poor business practices. Ever since I've had Sunrun installed in my house, I've already had... now let's count... 30 power outages. This is not over several years, but since February of 2017! That's 3 months folks! I've had Sunrun technicians look at the situation, and even the local electric co, who still provide us with a nice bill every month, to come and inspect our clearly faulty unit. Sunrun's observation? Didn't hear a word from them. They didn't even get back to me. Strike one. They simply looked at the unit, and flew back from wherever they came from. I can not comprehend how a business like Sunrun can afford to carry on this way!
If I really cared about my "newly established" 20 year relationship with a client, I am going to go out of my way to make sure all the kinks are worked out within the first few days of any issues. It's now May and the problem has gotten worse. More frequent blackouts, strike two. I was starting to have my regrets by the way they were handling what seems to be a simple issue. So anyways, after "I" reached out to them to sort out their findings, I was told that we should contact our local electric company because they saw no fault on their part. So that is when I reached out to the electric co. They came out the same day and after making their assessment, said it was not something they were responsible for but an issue with Sunrun. So now, I'm feeling like the idiot caught in the middle of this overblown issue.
Look, we've never had any of these issues prior to Sunrun. So if after Sunrun has been installed, and we are dealing with constant blackouts, wouldn't it seem that Sunrun should be held accountable for controlling this issue? Or shouldn't they at least care?! I am desperate because I'm so tired of going outside barefoot to turn back on the tripped breaker. This is ridiculous. Very unhappy with Sunrun thus far. Oh and btw, soon after our solar panels were installed, I received a follow up email from a customer feedback representative. After writing him a detailed correspondence of the frequent blackouts we were experiencing the first month of activation, I never received a response. Strike three. Which has led me to this website. I felt obligated to my fellow solar prospects, to share my experiences.
We're off to a wonderful 20 year relationship. I have many other homeowner friends that are interested in panels. How can I recommend Sunrun after all that I've been through and still going through? I just CANNOT recommend this company at this moment. And it is going to take a lot to persuade me otherwise. My power literally just went out again as I write this. Hilarious.
Pigeons and squirrels have been nesting under my solar panels. I could not find a company that would fix the problem because they were afraid of damaging the solar panels. But the people who did come out for an estimate did say they expect either the panels to be damaged and or the roof to be damaged because of the significant infestation and recommended I contact Sunrun immediately to correct the problem. I contact Sunrun and was told I would have to pay $1,800 for a CritterGuard to be installed thereby wiping out any potential solar savings I would ever get from the panels. I explained this was a lease and they were responsible for maintenance as it says in the contract. The sales rep agreed but said that only covers damages, so if I want sunrun people to come out I have to wait for my roof and/or panels to get damaged by the animals then they would come out.
As it stands now, I am waiting for the animal damage to get bad enough for sunrun people to come out and fix the situation. I dont expect it to be too long, but it’s ridiculous that they wont pay for prevention damage and be responsible for the problems their panels cause but wait until the problem worsens to take action. I have personally deterred dozens of people from buying solar panels because of all these issues and more. I have never been satisfied by their customer care or service.
Thank you for reaching out Erik! At Sunrun we certainly pride ourselves in taking care of our customers. We are able to keep our prices competitive by not including post installation modifications such as critter guards, for all of our customers. A Specialist has sent you a private response, please respond to them there.
When we had our panels installed about 6 years ago, we did our due diligence and had our roof checked before getting panels installed. Unfortunately, due to a manufacture's defect in the shingles, we are having to replace our roof much sooner than the 20 years expected (the life of the solar lease). When we first got our panels, we were told by the salesperson that taking the panels off isn't a big deal even if the roof needs to be replaced. Being young and naive, we didn't read the contract carefully enough or compare it to other companies closely enough. Now we not only have to deal with an unexpected $6000 cost for a new roof but an additional $2500 for Sunrun to take off and replace the panels. I wouldn't call almost an additional 50% in the cost of a new roof "not a big deal."
I was really outraged, though, when I found out from my neighbors and verified in a Solar City contract that Solar City charges a flat fee of $499 for the same service (removal and replacement during a roof replacement). This leads me to believe that Sunrun is using my misfortune to make extra money (rather than just covering costs), even though they have already made lots of money from me, a loyal customer of many years. Overall all this time, I haven't had any other issues with Sunrun, just consistent solar power and little drama, but this has ruined the whole experience for me. Do yourself a favor and go with Solar City--they seem to care about their customers more.
Thank you for reaching out to us, Rhonda! We are thrilled to hear that overall you have been happy with your decision to go solar, it looks like your system has consistently done very well! We understand unexpected fees can be frustrating, a Specialist has sent you a direct message, please respond so we can resolve this together.
A sales rep in NJ named Justin came to my door, not only was he very polite but the system works great. Not only are the panels way nicer than I thought, but the amount I'm saving on my energy bill is a no brainer! Phenomenal. Highly recommended!
Thanks for contacting us, Tim! It's wonderful to hear a story such as yours that started well and has continued getting better and better! #Savewiththesun
It took almost 2 years to get a system installed. Very friendly people when you call but nothing gets done. No one calls backed when they say they will. Now to present time system is up and running and the billing start the first time. I got a email bill. I got 13 in one day. Each one different amounts from $100 to $1200. Monthly due is $116. The due amount on Sunrun app changes daily. Called and get runaround from the friendly folks on the phone and more friendly folks and on and on. Nothing gets done. They talk and pass you to the next person & on and on talk about "past due". It's the first bill how is it past due (late) on a new system. First bill sent (13 of them) due end of this month and it's past due. Looking like it's going to be a fight for 20 years. I think solar is a great thing. Just STAY AWAY From SUNRUN! Very friendly people on the phone but they work for a very poor company.
Thanks for contacting us, Dave! We completely understand how aggravating billing issues can be! A Specialist has sent you a private message, please reply so we can tackle this together!
After the panels were installed, we experienced heavy rains. I saw a leak in one of our bedrooms and asked Sunrun to follow up. This is because there was no leaks prior to the installation and nobody went up on the roof. The technician who came went to attic and roof, said that he could not see anything as it was not raining. They asked me to call them back when it was raining. I followed up on rainy day and two technicians came the day it was raining. They arrived late and it's raining very heavily so we agreed with a handshake that they would send a roofer to inspect and that Sunrun would pay for it. This was in November. Now Sunrun is refusing to do anything and has closed the ticket and informed me that I was liable. What was the evidence that led to that decision? That is not clear. Sunrun has not kept its word. I will also inform Costco about the poor follow up and Sunrun not keeping its word.
Thank you for your contact, Srini! We understand issues like a roof leak can be incredibly aggravating! It looks like one of our Specialists is working with you toward a resolution on this and will be able to take care of you.
My husband was told by the "Salesman" from Premier Solar, that we would get money back because of our location and the amount of solar energy that our Sunrun panels would produce. Panels were installed at the beginning of November 2016. I just paid APS approximately $75 for my March electric bill. This payment, along with the cost of our monthly solar panel lease from Sunrun, exceeds $250, which is more than what I was paying APS per month WITHOUT SUNRUN's SOLAR PANELS. I called so called "Salesman". He said to just email him the information and he would take care of it because obviously something was wrong. NOTHING is being done. Haven't heard a thing from the salesman or from SUNRUN to investigate. Sunrun solar is a SCAM.
Thanks for reaching out to us, Deborah! I understand savings concerns can be frustrating! A Specialist has sent you a direct message, please respond so we can resolve this together!
The issues with Sunrun started when they reinstalled my existing panels and installed new ones. They improperly installed my old system, leaving it inoperable. They came back and reinstalled it. A few months after I got them installed, I received my weekly summary of power usage from the electric company to learn that my energy usage went from -62KW the week before to 84KW that week. I learned that the new system tripped the power breaker on the electrical box. I called Sunrun and they returned my call to tell me that they were opening a ticket.
One week... no return calls and no one came out to look at the problem. I called back in a week and was told that there was no ticket open and, "If you would have called us we could have done some troubleshooting, but you never called". I had no idea I was supposed to call them because they opened a ticket! In addition, I asked why no one contacted me to let me know my system was down for 10 days, even though they are supposed to monitor the production. He told me that I was supposed to monitor my own system and let them know if there is a problem. I later learned that they are in fact supposed to monitor the system, but failed to do so.
This customer service rep did some troubleshooting with me and had me power down the system. He told me, "I think I know what the problem is and I will open a ticket... Someone will contact you within 24 hours". Well, another week went by and no call, so I called them back. The customer service rep today told me that both tickets had been closed out and he doesn't know why the last customer service rep told me it would be 24 hours; these issues take 5-7 days to resolve. He said that it is producing fine and there is no reason to come out. Again, I was told that I need to monitor my own system through Sunrun or through the power company. I am stuck with dealing with this company for the next 20 years with a system that is apparently improperly installed and horrible, rude customer service. Please save yourself a headache and stay away from Sunrun!
Thank you for your contact, Heather! We understand service issues can be aggravating and would like to look into your concerns further. A Specialist has sent you a direct message, please respond so we can look into this.
Installation etc was spot on. Even got it installed early. Every month I was getting an electric bill over $100 and the sales fellow cut me a check for 2 months of overages saying he calculated wrong. For the first 3 months of 2017 I have paid $400 more for power than I did in 2016. Emailed SunRun and the rep with no response. Buyer beware. You will most likely pay more for power. NOT cheaper than regular power company.
Thank you for contacting us, Joe! It looks like you worked with one of our Specialists and it was identified your usage has increased, but your system is producing very well! We have sent you a private message, please respond if there is anything further we can do!
I signed up with Sunrun for my solar energy. Every step of the way everything was an urgency. They made promises that they would give a $250.00 visa gift card if I got my energy bills to them by a certain date which I did. However I never received the Visa gift card. I keep being told 3-6 weeks and I will have it. Well so far nothing. Also my installment billing was suppose to be $73.00 per month that is what my paperwork says. However I got a bill for $85.00. When I called they said sign up for auto pay and my bill will go down to $73.00. This is something I wasn't told in the beginning. I wish I could get those Solar Panels removed. They are liars and I don't trust them now. I'm going to do everything in my power to get their solar panels taken off my house. I don't want to deal with years of deceit.
Thanks for reaching out to us, Leslie! It sounds like things have not gone as expected, this is disheartening! A specialist has sent you a private message to address your concerns, please reply so we can tackle these issues together!
I have had my system on my roof for 3 years and my roof is already deteriorating. I need to replace the roof and SunRun will not pay for the panels to be removed and replaced. There was never a discussion by the SunRun sales person or a site survey performed on my roof. I have called SunRun 5 times and I'm always told I would receive a call back which I never do. I was not asking for them to replace the roof, just remove and replace the panels, which should have never been installed on a roof that would not last for the 20 year agreement. All they keep saying is the roof was not damaged by SunRun during installation, which I'm sure is a company line. I ABSOLUTELY DO NOT RECOMMEND doing business with this company. After you sign on the dotted line you're on your own.
Thank you for reaching out to us, Scott! I appreciate you sharing your concerns and understand your frustration, a Specialist has sent you a private message. Please respond so we can address this right away!
I am in the process of purchasing a home in Surprise, Arizona that has a Sunrun leased system. The owner has called them twice and they never returned the calls, so they asked me the buyer to try. I called today and the person I talked to said, "Oh yes, I see there is a ticket open and messages to call you." She said she was "surprised the guy handling this hasn't called you yet, but he isn't in yet today." (1030 am) She said, "Let me send an email to his supervisor." I said, "Let me give you my number." She said, "No, we have it from the last time you called." I told her I have never called. "We have it," she said. So, she was just blowing me off. So, I will be contacting them on regular basis several times a day until someone returns my call. Both real estate agents involved will be going through the lawyers to see if there is anything their lawyers can do. All in an effort to do the right thing. What a shame!
Thanks for reaching out to us, Robert! We do have a service transfer team that assists with this exact process, a Specialist has sent you a private message. Please respond with the necessary information so we can get you in touch with the correct party that will be able to complete your request!
On January 23, 2017 my roof started to leak significantly. I called Sunrun and informed them of the situation. Since then, they have sent several different contractors out to either look at or repair what they think is the problem. At no time did they remove their solar panels to make sure it wasn't coming from them. Last contractor said he was recommending a new roof replacement and Sunrun would be in touch. That was 3 weeks ago and no response from anyone despite several calls and emails to the company. Now I am stuck in limbo with a damaged leaking roof and close to 22,000 in interior damages. So much for their 100% guarantee of fixing any damages that are caused due to their installation of solar. Customer service is terrible and no one seems to care about the situation. Bad business practices and ethics.
Thanks for reaching out to us, Debi! I am reviewing your account and I see that we have been working to identify the cause of the leak, there is also an appointment for a contractor to come out today. A Specialist has sent you a private message with their contact information, they will be working with your service coordinator to be able to provide updates to you as soon as possible.
So far product & service accurate as described. Friendly, consistent contact from first meeting. Timely setup. Always notified us ahead of time of step just completed & what step was next in process. Contact was both email and a real live person to talk with. Promptly answered any questions we had at any stage of the process.
Thank you for sharing your experience, Roger! We couldn't be happier to hear that things have run so smoothly since the beginning! We are pleased to welcome you to the Sunrun family!
Leonard, Matt, & Brandon were awesome! The process was long, 2+ months but was made up by finishing in 2 days. Constructive criticism would be to be better at communicating the timeline from the Project coordinator, with a phone call at least every 2-3 weeks. We were in the dark for close to 2 months before we heard anything. Other than that all of the staff were very professional and attentive. Thank you!
Thanks for sharing your story, Wayne! I'm thrilled to hear you have had a wonderful experience so far! This is excellent feedback and we hear ya. We recently rolled out an "installation timeline" so you can follow the process of your project by logging into your mysunrun account!
If all I can do is stop someone from buying into Sunrun, I will count my life complete. It's completely unacceptable how they are so ignorant, I got my solar panels about 3 months ago. I thought I was buying into something wonderful, however little did I know that my solar panels stopped producing energy after the first month and was never even told about the error until about 1 1/2 months ago.
They took half a month to realize something was wrong with them. After they stopped by and checked out the problem, which was by one of their partners known as 360 Management Group (Suntime Energy), the same people who installed my panels, and are as bad as Sunrun, after this it was a complete war. I haven't had energy from my solar panels for 2 months because of some error that was now being told was a "converter" is broken.
It only took 1 month to break the system, which is why I would tell anyone thinking of this to stay away. Every time I call now, I get ignored and get told the same time and I'm promised a callback, however I have never gotten a callback from them. It's always some new excuses that they have and make me wait longer. I've had to waste countless hours calling them and being ignored along with lied to every time. At the end of this, I'm still paying their "monthly" fees and I'm getting nothing in return.
Thanks for reaching out to us, Gerardo! I see one of our Specialists have been in touch with you today, he will be able to tackle these issues with you from this point!
Worst experience with this company, and I just had my solar installed no more than 5 days ago. Had a structure I was not sure if it was permitted when I purchased the house. I was told the company would check on any structures on the house be permitted before moving forward. Lo and behold the structure was not, made it VERY clear with this company MULTIPLE TIMES I would not choose solar over the structure (covered patio), but instead of informing me about the discrepancies I had, they said everything was good to go and went on with the project. Yes the structure was illegal, but they gave me no choice on what I wanted to do.
Now I have a violation with the structure which it's going to cost me 3 times more than what the solar is worth to fix. Save a couple dollars on solar but spend 30000$ to fix something else. How is that helping people save money? When they're just out to scam you any way they can. They don't care about the customers wants. Horrible team, horrible company.
Thank you for your contact, Simon! It sounds like things have not started on the right foot, which is discouraging. I was able to touch base with your sales consultant as well as their manager and they are going to work with you to come to a solution!
When we set up our Power Purchase Agreement with Sunrun 5 years ago, installation was done by Verengo. Around the 3rd year, our system stopped producing. My only complaint in this process, is I was the one who caught it almost a month after it stopped because our PG&E true up was higher than it should be. I hope that Sunrun is more diligent at this point in alerting customers when systems go down. That is why the 4 stars and not 5. It took 2 months for the inverter to be fixed but that a Verengo issue. Sunrun worked well with me to "badger" them to get the work done. I am thrilled that Sunrun no longer charges you a true up for producing more than estimated and since PG&E prices are rising quickly and I am using more power with two teenage boys, they are working with me for a secondary system to alleviate my issues. Everyone I have dealt with has been great and professional.
Thanks for reaching out to us, Lisa! We are happy to hear you are overall satisfied with your solar system! Just to ease your mind we do have constant monitoring that will alert us to issues with production. That being said, if you have problems in the future - we'll be ready! In addition, couldn't be happier you're looking to us for a second system to offset more of your utility! #Savewiththesun
My parents got solar panels. Took 7 months to get it on roof, took 3 months to turn it on and in the mix of all this the first company was sold and Sunrun took over and no one ever informed us. We had to find out by asking why the panels were not turned on yet and now our bill is higher than ever. We are paying up to 800$ a month for a electric bill and that is with the panels running. We are very unsatisfied with the service. We are ready to have them take them down.
Thanks for reaching out to us, Robert! A Specialist has sent you a private message as well as left a voicemail for you. Please respond with necessary information so we can look into your account further and address your issues together!
We had Sunrun install panels almost five years ago, Philip ** came to the door last year to follow up to see how things were going and how we liked having solar. We have been very happy with the communication and followup. Sunrun notified us one day last year and stated they were noticing a potential concern. The tech walked us through a procedure and determined that a technician needed to personally come verify. He came out the following morning and confirmed the potential problem and resolved it that same morning. We are very happy customers and have recommended Sunrun to several friends.
Thanks for contacting us, Alan! I'm ecstatic to hear you have had such a wonderful experience so far, this is what we want to create for all of our customers! We are thrilled to have you as a key part of the Sunrun family and appreciate you referring your own friends to us, keep 'em coming! #Savewiththesun
To begin with the application, planning, permits, installation, and production was professional and excellent. I recommend Sunrun to any person that wants solar. Each and everyone that has a job or a position or performs a function is in my regards a professional and dedicated member. My experience with solar has been quick and efficient.
Thank you for reaching out, Alfonso! Our goal is to ensure the process of going solar is as easy as possible while providing the best customer experience! Welcome to the Sunrun family!
Before the solar panels were installed I told them I was selling my house. "No worries," they said. "The panels will move with you to the new house." Now they are saying that they can't be removed and if the new homeowners don't want them, I will have to pay. Now I feel like they were just trying to get a sale at my expense. I can't afford a new mortgage and the prospect of paying for a service that I won't be using. I am retired and on a fixed income. My decision was based on them being honest with me. At least I thought they were. Feeling scammed in Vegas.
Thanks for contacting us, Sysena! When we convert a new customer to solar we certainly want to make sure they understand the agreement they signed. A Specialist has reached out to you and we are hopeful we can find a solution together!
I was talked into leasing solar panels from a door to door salesman named Paul **. He said the solar panels he would give me for free was worth 30k and would increase my home value by 10 percent. He had me promise to do favors for him after he signed me up for solar, explaining to me that I would be very fortunate and part of a lucky exclusive group of people pulling in huge savings each year. He told me that it was free because the government was paying for it, but only for the first 5 percent of customers and that I had to hurry to act before they reached their quota. He said that they had a contract with my current energy provider Duke Energy in which Duke would be buying back any additional energy the panels produced and that the money would go to me at the end of the year.
He went on to say 100% of my energy needs would be through Sunrun and not Duke Energy. Also that Duke Energy would only charge their flat rate of $9/month and that there were no added fees. I was currently paying $110 dollars a month with Duke and with Sunrun I would only be charged $66. It wasn't until after I got my first bill that I realized that Duke was charging me about 20 percent of my energy needs in addition to the flat rate. I am also paying sometimes more per month than I did with just Duke Energy in the winter. I immediately emailed customer service and asked to terminate the contract.
Thank you for reaching out to us, Jason! I see that one of our Specialists was in contact with you regarding these concerns. If you have further issues that have not been addressed, please send me a private response and I would be happy to assist!
I would like to share the excellent experience I had in dealing with Sunrun. I first met Sarah ** my Solar Consultant a few months ago and have to say she has been the nicest, most helpful person throughout the entire process. She has been there from day one and always makes herself available to answer any questions that I have had throughout the process. I have also been really impressed with how Sarah is so knowledgeable and a consummate professional with a genuine desire to ensure that she takes excellent care of us. I have also been extremely impressed with the rest of the Sunrun Team from the Customer Service calls to all of the folks that were involved all the way through installation. I will gladly share my experience with all of my friends and will be recommending Sarah as the Solar Consultant of choice.
Thank you for contacting us, Rod! At Sunrun one of our primary goals is to ensure every customer has a wonderful experience, we are thrilled to hear this is what happened for you! We would love to help all of your friends go solar, make sure to enter them in your mysunrun account so you get credit! #Savewiththesun
Although the system was approved for turn on Feb 1, 2017 and Sunrun reps have made sure, they left us a 3 ring binder with specs etc, there is no production. The response from Sunrun "someone will contact you within 5 days for an appointment." This is unacceptable to me!
Thanks for your contact, Mr. Jon Buttars. Always providing a great customer experience is the aim of our company, along with, it's affiliates! That's why, we ensured your system was producing all along, and immediately tended to the data communication need. While, it's frustrating to understand things weren't clear initially, we appreciate you giving us the chance to turn your experience around! After all, we're only happy when you are! So grateful you took the time to chat with us over the phone, and allowed us to make things right by you! Thank you for helping us create a planet run by the sun! Power Forward!
My electric bill for the past 3 months have going up. We lease these panels so we're paying Sunrun and also paying the electrical bill which has become well over what our Sunrun bill is. So I'm paying over double. I talked with a service rep that will have a tech out soon. If they cannot fix this problem they can come get this system off my roof. And get some other company in that will take care of their customers.
Thank you for your communication, Ralph. Our goal is to make solar simple, hassle-free, and full of savings! Pioneering the lease, and providing a great customer experience go along with that. To understand this was not your experience is frustrating! We want to take this chance to make things right by you! A Specialist has tried to reach you by phone, and sent you a message. Once you respond, then we can immediately work together!
Since day one nothing but a nightmare with this company. Took 6 months to have panels installed. As soon as they were my circuit breakers kept going off. Losing power each time. Called Sunrun given the run around right off the bat. I was told it was my problem and to hire an electrician and put in a new electrical box. I said you have been evaluating my house for the last 6 months and now after the fact it's my problem. Unreal. Two months back and forth with intermittent electrical power, loss of food in my refrigerator, no use of washer and dryer. Told them to take their panels down. Still getting same bill from PSEG and their bill on top of that. Countless promises they will never keep. Outright lies about energy production. No customer service whatsoever. This company is a nightmare... Stay away.
Thank you for your communication, Charles. Delivering a simple, honest, and worry-free customer experience is our drive! It's why understanding each homeowner's expectations, and providing the necessary guidance at every step are so important. To understand you didn't receive this standard is disheartening! That's why, we're grateful you gave us this chance to discuss things over the phone, and have provided us this opportunity to turn your experience around!
We purchased Solar system from Sunrun via Costco, you will think a company that Costco choose is trustworthy, how wrong we were. Good: Sales meeting and installation went very quickly, we were showed it will take less than 7 years to get our investment back; and promising the system is guaranteed as long as we own it.
Bad: Right after the installation, we noticed the system is not producing according to what's promised (15% of the spec). I call the installation representative, she told me (I'm quoting here) "You bought it, it's your problem". I talked to the Costco sales representative, he escalated up to management, and promised will take care of it. Long story short, I spent 3 months meeting with their various technicians to take the measurements of my system, and talking to different offices. They sent me a new plan to fix, which required adding a few more panels, and an installation date was set. I thought my problem is going to be fixed.
The very next day, I got a call from their corporate office saying my is performing bad expected, they won't be coming to do the fix! I told him what system is producing (which is 15% of the spec), and asked him, how is that meeting the spec? He asked where I got the measurement from. I told him directly from my inverter and also the app, and confirmed by their technician who came to my house. I have never heard back from this corporate guy. They are sending a manager from their local office to show me that my system is operating as spec and wants me to pay for any fixes! Still trying to resolve this Costco.
Thanks for reaching out to us, Jennifer! I apologize for the wait on this, it looks like you've been in touch with one of our specialists that was able to explain your system's production cycle and how seasonality will have an effect. At this time, it looks like your system is doing very well, per our estimations!
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.
Thank you for reaching out to us, Ed. It's disheartening to hear this is the experience you had from the beginning. A Specialist has reached out to see how we can turn this around!
It took about 6 months for Sunrun to come out and actually install the solar panels and by the time they did install it was the end of summer. Now and less than a year of having panels and it's a really wet winter in California and our roof is leaking in two spots. It's been about 3 months of having pots and buckets in my closet to catch the rain coming in. We had called the first time in November when it first started happening and they said they found the leak and fixed it and then when it continued to leak we called and it took about another month for someone to come back out after multiple calls.
Then they said they think they found it again and again it leaked during the next rain storm. So now it's the end of January and still no fixes. We got a hold of them again and after weeks of on and off storms they came out and tarped where they think it's coming through. Today the tarp and the tiles they put to hold down the tarp are blown off, tiles broken and still raining in my closet and back door. Mold is growing in my closet even after bleaching. Rain is dripping across my whole closet and down the side of it going into my carpet. This is now the end of the 3rd month. Very disappointed, very frustrated. I don't know what to do.
Thank you for your contact, Jamie. Giving a great customer experience is something our affiliates, and our company, strives to achieve together! That's why processing speedy installations, and our hassle-free solar equipment maintenance plan are so important. For added peace of mind, all of our lease agreements include a Performance Guarantee! This means, if production somehow doesn't meet expectations, then Sunrun will compensate you for the difference! When all's said and done, communication and support are valuable. To hear this wasn't your experience is frustrating! We want to take this opportunity to connect with you, and complete a thorough investigation! A Specialist has sent you a message. Please respond with the necessary details, so we can immediately work together.
I wrote a review of the Sunrun Denver on Jan 22 2017. After all the problems I encountered with Sunrun, I was contacted by their customer service and was ACTUALLY LISTENED TO! Realizing their mistake and saying so has healed the animosity I felt. My husband and I are very pleased with our solar panels and how they affect our electrical consumption! They are one of the few companies who put wire around the panels to keep the birds out which is truly a GREAT THING!! My complaint was about a one instance, they truly are a good company and have met all the expectations we had!
Had problems with my electricity going out in kitchen and basement. When initially installed Sunrun exchanged areas in my main electrical box and placed theirs in the main box. Those they removed, they placed in a much smaller electrical box near the main box. A couple of years ago I had my main box protected by adding a surge protector to the main box (this essentially keeps my house safe from surges and ruining my electrical appliances). So those items moved out were unprotected and were subject to many power surges. Since Christmas we have experienced power outages almost daily. Causing my treadmill (in the basement) to fry its electrical system.
I had the electrical company come out and check their lines. Everything fine. So I called Sunrun and explained what was going on and if they would come check their power box. I was given an appointment 2 weeks out between 8 and 10 am. As I waited on that day, no one came. At 11am I called Sunrun to ask about the no show! They weren't coming and had cancelled the appointment WITHOUT INFORMING ME! They stated they had no documentation of my call nor what I wanted them to do! I explained my landline answer machine is on 24/7 and my iPhone has no missed call or messages from them! I was basically called a liar. Even worse they had no openings for that day. Someone would call me to schedule an appointment.
With that type of CRAPPY SERVICE, I called an electrician to find the trouble area and had them fix it! So please be careful in your dealings with Sunrun and DON'T let them add or remove anything from your main electrical box. If you must have them come out, ensure you call back a few times to ensure your appointment is still on their books!!! If I had it to do over, I would have used another company. I am stuck with them due to our contract!!! Hindsight is a bugger!!!
Thank you for your communication, Gloria! We strive to provide an outstanding customer experience! That's why having a communicative, qualified, and efficient team is so important. To understand you feel this wasn't the case for you is disheartening! We want to take this chance to better-understand your experience, and see how to make things right by you! A Specialist has sent you a private message. Once you respond, then we can work together right away!
My experience has been very good, there were a couple hitches in the installation but that was quickly rectified. It is still early in the process as I have not received a bill yet to compare with the before bill. It should be coming soon.
Thanks for reaching out to us, Bertram! It's great to hear you've had a good experience! Hiccups happen, we're thrilled they have all been resolved quickly!
We all can talk about doing something, though our follow through is not always there. I have been interested in going solar for years now, but never got around to taking the steps to do so. About four months ago, I walked into a Home Depot and was approached by a gentleman with an iPad and he asked me if I was interested in solar. Being in the process of building a new home, I said “Yes. Can you walk with me while I go down and look at flooring and you can tell me more?” The young man obliged.
From that moment forward and throughout the entire approval process and even each and every person that was involved in the installation were exceptionally gracious and helpful to me as a consumer. There were times when I thought I might back out just because I had so much going on, though the sales rep was much more than a salesman. He guided me through the world I did not know anything about and put me at ease. I feel I could not of made a better choice of a solar company to align myself with.
Thanks for sharing your story, John! We are delighted you decided to jump into solar and thrilled you're helping us with our mission to create a planet run by the sun!
I have been so happy with the current solar project that I have experienced that I have recommended the Sunrun team to two of my friends. I am happy to say that both of them have also contracted with Sunrun for their own homes.
Thank you for being such a valuable part of our mission, Robert! We couldn't be happier that not only are you loving solar, but you're also referring your friends to us! #Savewiththesun
Sunrun promised to us that we will pay only $17.00 with HECO but unfortunately we are paying much if we add the bill from Sunrun. We are not saving money and it's a wrong decisions to have solar in our home.
Thank you for your contact, Josephine! When it comes to your utility bills we cannot promise you will pay a specific amount because that is dependent on your own usage. A Specialist has reached out to you to see if we can tackle your savings concerns together!
I am very upset and angry at the customer service that my family received from the energy consultant that came to my home. Gricel ** and another consultant came to my home asking if we were interested in solar panels and offered a no obligation, free estimate to see if it was something we wanted to do. We decided to take the offer and see what the estimate would be so The next day they came back and went over the proposal and took about 15 minutes to explain. I told them I would contact them to see if we decided to install the panels or not but the following day. Gricel came to my home and spoke to another family member since my husband and I were not there. At that point my husband and I had decided we were going to hold off on the installation.
So when I talk to her on the phone I told her we were not going to pursue the installation at that time and she got very upset and said that they had spent 45 minutes explaining everything to us. Then she gets off the phone and complain to my mother in law about how she had wasted time with us and how she waited for a long time in the car while the other consultant was going over the proposal with us. She kept saying that why didn't we say we didn't want it from the beginning instead of having them do the proposal.
I am really disappointed with the service we received from this person and again goes back to the reason why I haven't installed panels in the first place, too many rude, deceiving and unprofessional consultants that almost want to force you into installing panels. It is not ok to insult my family and decisions behind not installing. Consultants are supposed to be there to sell and recommend but not obligate or try and force people into it and there is no need to be disrespectful to the customers for not buying. Horrible experience with this energy consultant!
Thank you for letting us know about this, Crystal. I've reached out to our sales team to provide your feedback, it is our goal to provide the best to our customers (including potential ones) and it's disheartening to hear you did not receive this.
I won't go into the fact that the output we were to receive once installed has never come close to their promise. However, we discovered a leak in our roof well over a year ago and they sent someone out from Helio Power who did the initial installation. He though not a roofer said he fixed it. Being as we don't have much rain here in the desert we didn't know whether the leak was repaired or not but did find it wasn't 2 months ago when we had another substantial rain. Again Helio Power was sent out by Sunrun with them taking pictures and all that. I've had to push for them to get a roofer out here who said yes it was the stanchion from the panel causing the leak. He then noted that it was installed wrong and so were all of the stanchions on the flat part of our roof. He said he'd tell Helio Power which I assume he did but we never heard back.
After ** at both Sunrun and Helio Power they showed up to again only to look at it, roofer and a rep from Helio Power. They then said they would put me on a schedule to fix all the stanchions. Never heard from them and then again it rained and leaked. Put in another call to Helio Power with no result. Called Sunrun again yesterday and Melissa was very apologetic and was going to call whoever schedules and they'd get back to me immediately or if not she would. Well again I never heard back being I'm most likely not even scheduled. So, not only does Sunrun have poor installation they also along with Helio Power have extremely poor support.
Thanks for reaching out to us, Peter! It looks like a Specialist has been in touch with you and everything has been taken care of for this issue! At this point, your system is performing well above expectations!
I purchased a home with Sunrun solar panels in July 2016. I called them the month we moved in to ensure they had our information for our first bill. They told me we had a "credit". I never received a statement, welcome letter or email. In August I called again as I wanted to make sure we did not fall behind on our bill. The representative told me there must have been some "glitch" in the system and they would call me back when they discovered what the problem was. I NEVER received a call or an email.
In September, I called again, still no answers or bill. On October 21, 2016, we received our FIRST statement for 3 months, $691 was due on 11/1/2016. So not only was I chasing the company down for a bill, but once I did receive a bill it was for 3 months and it was due in a week? I called customer service once again and told them how upset I was. Of course they apologized but they made no attempts to help me with a payment plan or offer a credit for the inconvenience. This was yet another call with zero answers and a dissatisfied feeling. At this time, the customer representative did inform me that the panels were not projecting efficient energy and that they could send someone out to look at the panels.Two days later, I received an email stating that my service request did not qualify, even though these are LEASED panels and that they could give me a quote to come out and service my panels. Of course I was upset and called once again. First I called the number on the email from Jacob **. I left two voice messages and never received a callback. So then I chased after customer care again, and called the number on the website, I spoke with Martin in customer care. He referred me to a manager on 10/24/16 and stated I would receive a call or email. It is 11/16/16 and I have not received a phone call or an email from anyone.
Last week, I was very upset, losing sleep and so baffled that a company would treat a new customer so poorly.
I called and spoke with Jake in the "escalations" office. This definitely put me over the edge, which is ironic being that he is suppose to be some type of "leader" in the "escalations" office. He did the complete opposite. He barely apologized, he had a cocky attitude and could care less if I was a happy customer or not. In addition, I have sent three emails to customer service via the Sunrun website, I have not received a response, it has been over 3 weeks since my last email. I have worked customer service in many areas and I am currently an administrator in education. I have never been treated so poorly nor would I ever imagine leaving an issue unmet or a customer unsatisfied.
At this time, I am hoping to find a way out of this lease. Unfortunately, when buying the home we had to sign to take over the lease. I have lost sleep and time because of this company's lack of customer service, in addition they do not follow through. Please RUN away from Sunrun and share this with others. I have already shared via social media, with co-workers and friends who are asking how I feel about solar panels. I have friends purchasing homes now or who have homes and are interested in solar panels. I told them to ask others and do further research and to stay away from Sunrun. Costco truly needs to know about unhappy customers and get that booth out of Costco. Costco would never treat customers this way, so they should not offer business to such a distasteful company.
Thanks for reaching out to us, Diana! It looks like you were able to work with one of our Specialists as well as management team to come to a solution. We value you as a customer and are excited to move forward together!
It was very fast and easy and the customer service agent guy told bunch of jokes to make me laugh and was completely professional and got the job done. The financing was not bad. It was not break the bank expensive and the the solar energy will save us more money long term I thought about. I am extremely happy with the whole experience. It was quick to install and saved me money from solar energy. I absolutely loved it. It was fast and easy and the guy installing it was friendly and told jokes and was professional and got the job done in decent amount of time.
Thanks for sharing your story, Timothy! We are thrilled things went so smoothly and couldn't be happier to have you as our customer! Welcome to the Sunrun family!
The sales (Jimmy **) came to house and scheduled assessment. From assessment to installation is 1 year and half. We were paying roughly 80 a month and now we are paying more than double. The sale was misleading by telling us we can cancel any time and it should be able to covers our usage. What utility company showing the credit is one tenth of what Sunrun meter says. It is not working. When we called customer services, they say they will call us back. It has been two months, we followed up multiple times, and no one call us back. We now talk a customer specialist (Jake **) who is totally useless, keep pulling "This is the contract and there is no higher manager to discuss with us".
Thanks for reaching out to us, Linda! Generally speaking, when a system is sized such as yours was, a large bill from your utility indicates an increase in usage. A Specialist has reached out to you to get more information so we can tackle this together!
I researched for several months on solar for my home. In the end I went with Sunrun solar. The sales team was great. The install team was topnotch. Even the city electrical Inspector said, "The job was well done." The wiring was done so you don't see pipe all over the house and roof. Besides the panels on the roof the only thing on the outside of my home is a Sunrun meter. Very good job start to finish and it was complete in about 6 weeks with solar up and running.
Thank you for contacting us, Ted! We are ecstatic to hear you had such a great experience from the very beginning, our goal is to be customer obsessed! We are happy to have you as part of the Sunrun family!
I've been extremely impressed Sunrun as a company, its innovation and product offerings. I first learned of Sunrun about two years ago and I've become more passionate about solar and alternative energy ever since.
Thanks for sharing your story! It's great to hear you are behind us in our mission to create a planet run by the sun!
I've been super impressed with Sunrun's communication and attention to detail. They have more concern about quality and what's best for me and my situation than I would expect. A great solar company!
Thanks for brightening our day, Cole! It's wonderful to hear you've had such a great experience! We are happy to have you as part of the Sunrun family!
When I signed up for solar I was in a new house. Sunrun based my usage on 5 months and said that this would be sufficient to base my energy needs even though my previous address I used more than double. The representative said they had to have usable roof space. When the installers were here I asked if more panels could be installed I was told it could be more than doubled. It wasn't made clear to me that I would be getting a true-up bill from PGE. Needless to say I was in shock when the bill was $7500. When I contacted customer service I was told I would have to re-apply and have a credit score of 650 or higher. At the current time my score is too low so the company totally screwed me over.
Thanks for reaching out to us, Virginia! It's disheartening to know you feel this has been a bad experience. A Specialist has sent you a direct message, please reply so you can tackle this together!
Month 4 into the contract I received a notice from Sunrun, something was wrong with my system and they would send someone out. It took almost 2 weeks for another SUNCONTRACTOR of theirs to go to the house, (HE was told to let me know what it was), never received what was wrong. Today I Got APS (power) bill, it was $521.70 along with Sunrun's bill of $140.00=$661.70 for month of August. ARE YOU FREAKING KIDDING ME?!! I found out the system had NOT worked. That an inverter needed replacing among a few other things - HOW AM I GOING TO PAY THIS BECAUSE OF THEM. DON'T GO SOLAR - Take electric co's budget plan... It also is keeping some house from selling in Arizona. How to get out of a contract? I'm 70 with COPD and can't deal with this.
Thank you for your contact, Marilyn! It's disheartening to hear you are not happy with your experience. A Specialist has reached out to you directly, please reply so we can address your savings concerns!
I was at Costco and noticed a solar panel vendor and spoke with their representative about a free home visit cost estimate to place their solar panels on the roof of my house. The representative told me that they could come by the following morning. I asked him if he was sure as I didn't think this gave their sales people enough time to schedule an appointment. The representative told me that this was no problem so I made the appointment at my house with a face to face with their sales person at 10:00 a.m. the following morning.
The next morning I received a call from the sales representative at 9:30 a.m. who told me that due to a family emergency they would not be able to make the appointment and wanted to reschedule but did not have access to their scheduling center and wanted to call me the following day. I felt this was a lie as the representative at COSTCO probably didn't give their field sales staff enough time but I gave this person the benefit of the doubt. The area code of the telephone number this representative was using told me that their sales office was probably two counties away so there was no way that they could keep my appointment. I did not receive a call the next day nor the day after or the following day and figured he had forgotten about me.
A week later I get a follow-up call from the same sales person who started off the conversation with "I believe I sent you an email" which was a lie. I now confirmed in my mind that he had lied about his family emergency during our first telephone conversation. He was a real slick talker kind of like a used cars salesperson. So I told him that I did not want to have anything to do with his company that employs unethical people and I would be filing a complaint with COSTCO as they should not be doing business with Sunrun Installation Services, Inc.
Thanks for your contact, Dennis! At Sunrun, one of our primary goals is to be customer obsessed. It's upsetting to hear this was not your experience! I'm going to forward your feedback to our training and Solar Consultant team in hopes this behavior can be corrected!
Excellent experience. Mitch was our rep. He is fabulous and made the whole process from start to finish very simple. All of our questions, and we had a ton of them, were answered promptly and thoroughly. The installation was done well and the paperwork was very streamline. We've saved a ton every month. Our experience and savings has been well worth it.
Thanks for contacting us, Shree! It's great to hear you have had such a wonderful experience, we are happy to have you as part of the Sunrun family!
I had my house without Sunrun and I was paying about $120 for energy. I got their system and right now I am paying $250 a month. They are charging me $157 a month and I am paying also to energy company about $100. I have called them so they can come and checked their system and they have refused it. Their customer service is disgusting. I was trying to cancel my contract so I will take them to court.
Thank you for contacting us, Ray! I see you took over this agreement so your usage may be different than the previous homeowner. A Specialist has sent you a direct message, please reply so we can look into this further!
I contacted Sunrun when BGE Home, the company that maintains some of my home utilities, partnered with Sunrun and sent me an email encouraging me to work with them. I called them, they looked at my home on Google Maps and refused to visit or provide an estimate because there was "too much shade". The following week I contacted Solar City. They sent an agent to our home who evaluated and provided us with a very nice contract with over 30 panels and many financing options that certainly will save us money. Conclusion: Sunrun is interested in maximizing profits per installation. Solar City is interested in producing energy.
Thanks for contacting us, Ronald! We appreciate you considered us when you were looking for a solar company! Unfortunately, we cannot install at all sites because of obstructions like shade. Either way, glad you are helping to create a planet run by the sun!
After several months for the install. The electrical company left notification at the home that the system could be turned on. We did, or thought we did. Has a Sunrun tech on the phone and he confirmed that they had all they needed and the system was up. System still didn't work. 2nd call, they indicated system was down and sent information to re-boot the system. We tried and still not working. 3rd call, this rep now informed us that they have to have a physical letter from the electrical company on file and they hadn't received it yet... Every time you call for assistance you will get a different answer. I would not recommend this company to anyone who expect good customer service.
Thanks for reaching out to us, Kitty. It looks like you spoke with one of our Specialists and they were able to address these concerns. We have sent you a private message, if there is anything we can assist with, let us know!
DO NOT use Sunrun Solar if you plan to ever sell your home. We listed our home and started escrow. The prospective buyer was discouraged after dealing with Sunrun for the transfer and WITHDREW their offer on our home. Buyer number 2 we were in escrow and within 1 business day of closing and AGAIN Sunrun threw a wrench into the works. It came down to one piece of paper that Sunrun refused to release was going to cost us our 2nd buyer! We closed escrow 5/27/16. Sunrun continued to automatically withdraw money from our account. After several attempts for explanation they assured us in writing that was the last withdraw. WRONG! July and another withdrawal.
Now we are assured this too will be the last withdrawal. I am prohibited from signing into my account to make any changes (auto withdrawal) because their system shuts out the previous owner once the new one signs on. Additionally, I am not allowed to see the invoices nor can/will they produce an invoice to support what they are taking out of our account. The billing department has NO PHONE numbers for access by customers. Supervisors do NOT answer emails. HORRIBLE HORRIBLE HORRIBLE company for customer service! Go with this company at your own risk!
Thank you for reaching out to us, Lynda! It sounds like the transfer of your agreement was complicated, that can be discouraging! I will forward your feedback to our service transfer team in hopes we will not have this issue again.
We have been with Sunrun 4 years. Right after install we noticed that our primary house panels were not producing. It took several phone calls to get a technician out to verify the system was not working. Our latest issue is a roof leak caused by several broken tiles UNDER the solar panels. We have been fighting with Sunrun since February over this issue. Sunrun has sent out several people to look at the roof. Really, how many people do you need to tell you that the leak was caused because of the tiles your installers broke??? They call us back.
Thanks for contacting us, Patti! I understand service issues can be extremely frustrating! It looks like this has been taken care of and your system is up and producing very well! If you have further issues, feel free to reach out to us!
I have been a customer of Sunrun for the past 4 years without ever having an issue. Everything ran on time and I have saved over 1800 per year since they turned on the system. Highly recommended.
Thanks for reaching out, Mike! Thrilled to hear you are loving your solar system, thanks for helping us create a planet run by the sun! #Savewiththesun
They setup my system just fine, but I've had my panels on for 3 months now and they don't work, 0 power generation. The customer service department has given me a different story each time, never the same. They refuse to send out a technician. Thankfully I haven't been charged anything since my system hasn't generated any power.
Thanks for contacting us, John! This is certainly something we would like to address, a Specialist has sent you a direct message. Please respond with the necessary information so we can tackle this together!
I recently made the mistake of asking Sunrun for an estimate. After reviewing the material I decided not to go with Sunrun, and I sent the salesperson an email stating so. They cannot take No for an answer. I am getting two and three calls per day asking me about my interest in Sunrun. I would never do business with the company.
Thanks for reaching out to us, Charles! I understand your experience has been frustrating! A Specialist has sent you a direct message, please respond so we can get this taken care of!
Easy to talk to. Got my problem solved straight away without any hassles. Best customer service I have ever had by far. Little to no waiting time. Very generous and easy to get financing options. Really liked the simplicity of the program itself. Easy for everyone to understand. Explained in very great detail. Value is great. You certainly get what you pay for. Great overall. Works very well and helps lower monthly bills. So far, no issues had at all. The installation was quick and easy. They came in at a reasonable time as well that worked great what with a busy working schedule. Explained the process as it was happening so I knew what was going on.
Thanks for your contact, Kat! It's wonderful to hear you have had a great experience, being customer obsessed is what we strive for! Welcome to the Sunrun family! #Savewiththesun
I worked with a nice young man who knocked on my door. He talked with me and my wife for about ten minutes to get my bill. He came back later to help us sign up for no money down. We ended up saving money on our PGE energy bill! Recommend to friends!
Thanks for sharing your story, Harold! It's wonderful to hear things went so well for you, this is our goal! Make sure to use your mysunrun account to refer friends so you get credit! #Savewiththesun
I have been working with the sales staff at Sunrun, and first told that I was in their territory and we could proceed. Then when I called back I was told that I was not in their territory. Mind you, I have 4 homes I'm trying to get solar for. Then the sales guy calls me back, "good news" he says, "you are in our territory and the design team is working on your project." Again several days go by, nothing from Sunrun, so I call, AGAIN, and salesperson is not in and the guy tries to put me off. Asked for his supervisor, and after a long wait, a guy gets on the phone and now tells me he looked at the address and they can't do my project, even though I was assured their computer was wrong, and the design staff verified they could do the job...
When I complained of how much of my time (several weeks now) was wasted waiting on them, he says, "I see your phone calls, am out to about fifteen minutes". Sorry for wasting you 15 minutes... If I could reach through the phone and drag his fat ass through the phone I would!! DON'T WASTE YOUR TIME WITH THIS COMPANY!!!
Sunrun will promise at purchase time that they will actively monitor your array. They don't. They promise to maintain your array. They do not. Don't do what I did and do a 100% prepay deal. You'll get stuck calling them when things don't work. They don't have any incentive to keep your array working as you're not paying them for electricity. I lost a whole month of production in 2014. I was stupid thinking Sunrun would actively monitor, they don't. Early this year, I noticed I'm down 4 or 20 panels. I called them and after a month of calling and writing letters. All they have done is sent guys out to confirm my array is damaged and they shut the whole thing off. A month and nothing. Don't do Sunrun. Their service is horrible.
I have Sunrun Panels on my home in Arizona. I am very happy with the entire process. The installation took a couple months longer than I thought, however I believe that was mostly due to the local utility company and my HOA, not Sunrun. My savings are great and my neighbors who went with Sunrun seem very happy also.
We were approached in our local Costco by a Sunrun sales rep who assured us that their company could install solar panels on our stone-coated steel roof. Other solar companies have been very clear that stone-coated steel is NOT a roofing material appropriate for their product, but this rep ensured us that they do it, no problem. We spent 30 minutes at the booth and set up a sales meeting at our home for the following Saturday.
The sales rep came to our home (15 minutes late and he parked in the driveway, both red flags) and spent an hour making his pitch. We asked him several direct questions about how they would install solar on our particular roof, and he had no clear answers for us and told us he'd need to speak with his "design team" and get back to us. 20 minutes after he left our home, he called to let us know that Sunrun, wait for it CANNOT INSTALL SOLAR PANELS ON STONE-COATED STEEL. Seriously. This company doesn't know their own product well enough to know what types of roofs (of which there are only a handful) they can install on? This is basic information! We wasted so much time; I recommend extreme caution when looking into hiring Sunrun for solar panel installation. Yikes!
I recently had solar panels installed on my roof by this company after listening to the sales pitch about great savings and zero cost for installation. The design delays and installation delays caused me to miss the window and the Massachusetts net metering cap was reached. Also I have been notified that the transformer on the pole outside my house is not large enough and needs to be changed out before I can be turned on. I am told that this can take up to 6 months. And until the Massachusetts Legislature raises the net metering cap I am dead in the water.
Right now no one at Sunrun can give me any time frame as to when my system can be turned on. I have 54 solar panels on my roof doing absolutely nothing. Granted it hasn't cost me a cent yet but it hasn't saved me anything either and I have the worst utility company in the country. Please ensure you get all the facts BEFORE signing with this company.
I thought I would get a good company since it's Costco but there were so many dissatisfactions I experienced with SUNRUN. They just want to make their job done as fast as they can and they don't consider my suggestions. They don't get a little history of the solar installed before they come in. Like they thought I have 21 panels working well in fact I have 22 panels so if I wasn't there checking and asking questions then I will have no idea that I will be wasting 1 expensive panel. They also charged me twice the amount of the panels, I was wondering why my interest jumped twice the amount and the bank told me I was charged twice by Sunrun. So I have to call them again and fix the problem. I think they need to improve the quality of their service to avoid mistakes that gives you a bad headache.
Sad to see them with a booth in Costco. I am tempted to stand there and warn anybody who shows any interest that SUNRUN is a terrible company who does not care about their customers. I know I will get a courtesy response to send them my name and address, but the bottom line is they will not do right by you. I have a system that had the inverter break twice. Both times, I found this out by checking my production and notifying Sunrun. One of the times it was out for 2 months!!! They will hide behind the agreement that says they will meet yearly production or refund you, but far be it from them to compensate you for months of NO PRODUCTION!!!
I have already warned several friends about SUNRUN who have subsequently bought systems with other companies. ODD that in multiple phone conversations with Customer Service, the response is, "We can tell you are frustrated and hope to provide better service in the future." No, provide it now. Look at the months of no production and write me a check for the missed production. Look that up in your records and do something other than a lame reply on Facebook and a follow up call that accomplishes little but reminding me I wasted thousands of dollars investing in a terrible company. Until then, COSTCO, I hope you wake up to who you have let in the door. Your name should not be associated with SUNRUN. Disgraceful!!
It is high quality. I've never had problems. Certainly recommend it. Served me very helpful. I had tried many brands until a friend recommended it. Already had a positive impact.
I am happy with the product and quality. I will continue to use more solar power products in my home and look forward it. I added a 4kw system to my house a year ago. This dropped my bill by around 88 dollars on average. I am planning to purchase an additional 3kw before the tax credits expire.
One thing I love in Sunrun is they are the largest dedicated residential solar company in the US. They help homeowners get solar energy that is perfect for their home and lifestyle. Their installers are very well experienced too. They are very expertise in designing and installing a solar system. And the most important factor I consider for choosing Sunrun is that I pay a very low, locked in rate for the power and saved 20% on my electric bill.
It's helpful to maintain your daily life easy. It's absolutely time-consuming. This company provides you complete help unless you are completely new there. By using their products, make life easier and save energy.
Sunrun was such a great investment for our family, and their installation was very professional. We can't believe how much we save each month in energy costs! We have never had any problems with our system. The experience has been better than we could've hoped for.
With this solar energy, it has been such a great blessing to my family and life! Knowing that I am making a difference by using the services and products this company provides really makes me overjoyed. Everyone should rush to sign up and take the first step. Thanks for being so wonderful!
11/13 - due to a error on Sunrun's website - I was given to believe that my AutoPay option was not working and I was 1 month overdue. I paid in full the amount of 393.24 on 11/13. This company then charged me a further withdrawal of 196.62 X 2 on 11/16. And now the current bill does not show the overpayment, instead it is showing an amount of 196.62 due for 12/15. Sent customer service 2 emails one on 11/16 and one on 11/20 - response from the company is "We are working on it." I called Customer service today and they said the matter was referred to their corporate office. I would not recommend this company to anyone any longer. This practice of not responding to requests for refund of overpayment, incorrect billing practices are fraudulent and I will be reporting.
I had the no money down lease solar installed (40 panels) on my barn in Jan. 2015. The system has stopped working 3 different times in the term of 10 months. I pay a fixed rate of $153.00 per month to Sunrun, however when the system is not working they expect me to pay the monthly rate regardless. I am actually paying more in electric having solar than when I just used PSEG. Now I get a bill from Sunrun for 153.00 and also an electric bill from PSEG ranging from 150.00 to the one I just got for 376.00 in one single month. This company fails to tell you that during the night hours you go back on your electric company's grid. I am so upset that it keeps breaking down and I am not saving anything. Calling them is nothing but a runaround and put on hold. Really wish I never went solar!!!
I signed the 20 year lease contract with SunRun to install the REC solar panel (about 20 panels). Went through whole process, estimate, design, price. Deposited the $500 (non refundable). After that they simply stopped calling. I called couple of time to my sales rep (TJ ), no call return. Then I was able to contact one of other local design engineer (Sacramento). First she told me that, "We can't proceed with the contract, as the date roofer gave us won't work, we won't be able to get the permit out that quick."
I told her, "I am the owner, you should have notified me at least, let me know that you have a road block." After taking care of this, then I was told that, "The new roof you are having (we were getting a new metal roof) is not covered by our insurance, we can't install." I told him, "We already discuss that in the beginning. Already told the sales rep, that I am replacing my roof, with metal shakes." The site contractor told me, "We are sorry, he didn't know. And we will refund the money, we can't install." I told him, "I will sign off, for any roof coverage, you (your insurance) don't have to worry about it." First the contractor/consultant told me, "Then we can install." After couple of days he told me, "We can't."
I was referred to this company by my neighbor - and since had the solar service installed in my home in CA. During the process I was assured by the salesperson a Lance ** that I would also receive a check same as my neighbor for buying this system. I waited for a few months and then called in to ask why I had not received a check. I was put on hold for a long time and then told that the "check is in the mail" and should get to me in 4 to 6 weeks. (Hmmm.) Now I called again and am told that there was no such offer made. Very dishonest and deceitful company this Sunrun.
Sunrun has failed to repair the system installed on my house in compliance with their contract. Multiple contacts with customer service with no results. Very poor company to deal with and their service after the sale is extremely poor. I would not deal with them again.
I bought a ground-mounted solar array from REC Solar in late 2008 that was up & running in January, '09. I was part of a generous rebate & tax credit program that made me think I'd made a great long term profitable clean energy investment. The array was placed on my lot and angled skyward to due south designed for maximum performance at my request. All permitting rules were followed and the system has generated electricity reliably now for over 6.5 years.
In Summer, '09 my southerly neighbor confronted me angrily about a "glare" he was experiencing. He said I never should have been allowed to have this installation without his approval. Then soon afterward a public controversy developed about a ground-mounted solar array proposal for our neighborhood elementary school. Here the vast majority of my neighbors took a similar stance with the school board: no accommodations, compromises; we don't want it, we'll sabotage it if it's built, etc. Incredulous, I decided I'd chosen a backwater reactionary neighborhood that was unable to give up on it's fond carbon-based memories. In other words, I decided they were all crazy and ignored them.
Over the subsequent years my southerly neighbor demonstrated his dissatisfaction with ever-increasing encroachment plant growth and illegal height modifications to our jointly-owned lot line fence. When I pointed this out to the county zoning/building department they took no action. But my attempt to slow him down led the neighbor have an attorney write a demand letter threatening a nuisance-based lawsuit unless I removed the panels. This has gone back & forth for almost a year now with lot of money spent but no agreement.
What does this have to do with REC Solar (now Sunrun)? Well, in the process of seeing what this supposed "glare" issue was all about, I did regular observations in 2014 and saw that for a limited time on cloud-free afternoons there is a strong reflection into my neighbor's property from late April to mid-August that is distinct from the sunset. The panels are spec'd as having "non-reflective tempered solar glass" and REC's designer gave no indication that there would be a reflection issue.
After the lawsuit was threatened I contacted Sunrun and was told there was nothing they could do with the array that could alleviate the reflection that wouldn't cost me upwards of $10K. They encouraged me to explore fencing, landscaping, screening, window covering options. Which has been done at a cost of over $3K. But the obvious truth is the galvanized piping rack that supports the solar panels could be modified by lengthening the south side legs to cant the whole array more skyward.
With a competent crew of 3 or 4 and a well-executed redesign of those legs, this could be accomplished on-site in less than an afternoon without having to take down or re-install the panels. In fact the panels could be adjusted twice each year to improve my performance while appeasing my neighbor! It would involve more rigamarole with the utility company and permitting, but it surely could be done. Sunrun is silent on the issue. They include me in their mass mailing and asked me to "tell my solar story" which I did pretty much as I tell it here. No response.
Now as far as I'm concerned my neighbor is the biggest difficulty in all this. He seems to prefer an ongoing controversy where he's in the right and I'm in the wrong and to be defeated. A reasonable guy would have demonstrated the problem to me in 2009 and cooperated to find a reasonable mitigation. And one thing we might have done, if he wasn't such a hot head, is to work together to force Sunrun through legal action to fix the problem its poor design created here. These solar companies have received lots of corporate welfare in the process and are able to cloak themselves in the mantle of helping to save the environment. But Sunrun is not willing to make the job right. They're looking at their bottom line just like on oil or coal company would. Buyer beware.
Have had solar panels on our home roof for several months. Phone calls to Sunrun and NV Power, no return calls. We need to have solar meter installed. Not sure what else we can do.
We installed solar using Sunrun for our lease. They guaranteed repairs for the life of the unit. Our first repair was due to water entering our combiner box on the roof. They tried to simply drill a hole to let the water run out, had to involve state agency to get proper repair work done. Our present repair comes from fuses having blown 3 times in a year. The repairman was told by Sunrun tech. to replace fuse with larger size fuse (we refused that option). They then authorized the repairman to wire around our fuses to keep them from blowing and shutting down our unit. We let the guy do his job, then turned off the breakers and informed Sunrun we would need a complete report of work done to allow a independent contractor to check the safety of wiring around the fuses. That was 3 weeks ago, still no report of any kind. I refuse to turn the unit back on till we have the report and verification of the unit being safe.
Snow accumulated on the solar panels. 4 feet had collected. In February all 4 feet from the whole roof slide off the solar panels and did $18000 worth of damage to my deck. I called Sunrun and they told me any damage from snow falling is my problem. I have $1000 deductible on my homeowners policy so there goes my savings for the year while Sunrun will continue to reap profits of the power generated from their system on my roof. They have no type of heater available to avoid this and why would they? It’s not their problem it’s mine. Make sure you check out who pays for avalanche damage before you sign any contract. They claim they told me about the risk during the lopsided sales pitch. If they had, I would not have become a customer and taken on that risk. BUYER BEWARE. They are only out to use you...
I'm glad that I did the switch to solar and Sunrun team made it easy and possible in such a professional manner. Thank you Sunrun team and keep up with the good work!