Sunrun Reviews

The person who enrolled us had said that we would get SRECs tax but never informed us we actually needed to enroll in the program. So we missed out in our first one. We only figured it out because I started calling to ask why we weren’t getting them. He had also said we should expect our energy bill to be about $6 a month and it’s far from $6 a month. He basically said we probably needed more panels but we already did it a year ago so it’s not very optimal. I’m still fighting with Sunrun to try to figure out what’s going on with that and I’ve been doing that for a couple of months now. In fact, I was talking to customer service everyday for a couple of weeks. I’ve just put it on hold because we’ve had other things going on. I haven’t been able to deal with fighting with them.

The first person I spoke to (Andrea) was rude and snotty. The second person I spoke with (Larry) was a bit nicer but still would not work with me. I am going through a hard time right now and told him I cannot pay my monthly installment today. I was then told that my services would be terminated. I asked for a longer payment arrangement and was told that they only offer 3 month agreements. I would NOT recommend this company to anyone and honestly I want these panels off of my roof! I am considering contacting my lawyer. My parents who also have SunRun are also having the same problem. They will also be writing a poor review. If you are considering solar, DO NOT go with SunRun. They put panels on our roof for nothing!

The electric company says it is Sunrun's problem and Sunrun says, "Call the electric company." This company is a JOKE and a FRAUD!!!! Sunrun says everything has been running perfect since Aug 29th 2018. Their winter bills use to be under $100 monthly, now they are up in the $160's - $200. Plus another $125-$150 monthly for solar. So, instead of having JUST a $80-$100 winter bill without solar... between the 2 bills it's now costing about $280 on an average monthly... but they tell us everything is working great, yet NO technicians have been to her house for about 10 or 11 months to check it out. She still has problems currently to this day!!!

My own personal issue at my residence is my solar worked great for about 3 months, then it lost communication and they got my grids mixed up with someone else (whatever that means)??? It literally took from May of 2018 to February of 2019 to get a tech out here that actually fixed it and got it working.... This company is all nice at first UNTIL they lock you into a contract and you start having problems with their service. My solar is finally working again now for the first time since LAST May. No one wants to acknowledge that I had NO solar for 9 or 10 months but, they still want my $$$ and call me EVERY DAY 2-3x for all those months they want me to pay for, which is funny because I told them, "GOOD LUCK, NOT going to happen!" Who pays for a service monthly when you are NOT getting the service!!?? NOT ME.

I HATE this company more than ANY company I have ever worked with. It's so funny when they say, "We are going to disconnect your service if you don't pay it current." I told them it's been disconnected for almost a year anyway, so I am use to that LOL. That's WHY I am NOT paying anything until this is ALL fixed!!!! I WILL NOT PAY for a service that was NOT working and they told me they had NO techs to get to our homes because they had so many employees quitting at once, so no one could get out to fix the system and get it running properly. THAT is NOT MY problem. I told them I will pay you when my service works and ONLY for the time it is working. They got it fixed 10 months later after I constantly kept calling, texting, emailing and complaining every couple weeks, month after month!!!

3rd residence (We referred our neighbor) in the beginning when things were good and we thought this was a great professional company. Our neighbors electric bills are higher than ever and now she is stuck paying high electric bills AND $150 bill for a service that has never worked or saved her any money. She is also locked into a 20 year contract. This company doesn't care. They just want our money!!!! We ALL wish we would have NEVER fell for the promises this company makes. Once they lock you into the contract for TWENTY YEARS... the only people that call you back are the collection people asking for $$$ even though you are sitting there paying double the electric bills you use to pay (before having solar). Our next step is attorneys and going to the News Stations. Also reporting them to the BBB tomorrow!!!

I am no longer interested in speaking to the people in the call centers. It's WAY PAST that now. None of us are happy and this company is costing us so much MORE money than we use to pay!!!! If I could get someone way up there that will listen to how messed up our accounts have been since day one, I would be willing to try and start this process over but, I can't get anyone higher than a collections rep and "so called supervisors" on the phone that just brush this off and give us so called "courtesy credits" or "performance guarantee credits". They gave someone else's credits to my account. It's such a mess, that still has not been fixed. No one there knows what they are doing and my emails and calls are ignored. It's VERY annoying!!! I have even reached out on FB to the owner or CEO etc. NEVER heard from anyone. That was months ago! I give up, it's been so time consuming dealing with all this for a year straight. I am over all of it!

The ONE positive thing I CAN say is that the technician that FINALLY made it to my home 9-10 months later was outstanding... great guy... did everything promised and got everything working and my electric bill is way down again. I gave him an awesome review but this company in general, sucks!!!! I was willing to call and make a payment today for the 1 month, my service has worked properly (as I promised I would pay for if everything was working properly) and their customer service REFUSED my payment unless I paid for all the previous months I was "DELINQUENT" on. So, I told them to forget it and cancel the payment. I am NOT paying for service I didn't have for almost a whole year. They are KRAZY if they think that's going to happen.I give them ZERO stars for quality & customer service.

Enrolling with Sunrun was a smooth process. They filed what was in my electric bill and we went from there to see how many panels needed to go on the roof to sustain what energy I was using. That worked well. However, my bill started fluctuating with pricing and with kilowatts that we're using. I found myself having to unplug things out of the wall to see if that would affect the billing, it did. Once I'm unplugging appliances, I started seeing a significant difference in how much kilowatts I was using.

Other than that, we would like to find out what all the numbers in the meter mean. We want to make sure that we're saving energy that we’re supposedly saving, and they're not getting over on the customers. Still, Sunrun's is a very good solar energy saver, as well as a company. Their product has sustained what they had told us it would do. They also allowed me to save money to do other things as far as home improvement. And so I'm satisfied. I would definitely recommend them.

Read the complete agreement before getting duped into signing. The sales rep was also pushy when it came to initially signing before he left. I mentioned I needed time to think about it before making a commitment - did he listen? NO! He went on and on about the government may cancel the solar program rebates and the rate he got is the best rate and it should be locked-in and all the BS. I was happy that I reviewed the agreement prior to signing and proceeding with install.

Our bill is sometimes not completely wiped off though. We’re not actually accumulating or banking any kilowatt hours right now even though we’re not using as much energy. So, I’m looking to add more panels because I don’t know if we estimated the best kilowatt since the house was only six months old when we put the solar panels on it. But other than that, I’m very satisfied with our decision to go solar. Our electric bill is a lot less and we got our tax return back, so everything is ready to send in the rebate to keep our payments the same. Sunrun does very good work.

This time coincided with the heat of summer. 2018 was a hot summer and my three year old had severe eczema, and so we needed to use the air conditioning more often to help him be more comfortable and scratch less. My electric bill went up, but I assumed it was from using more air conditioning than in the past. Toward the end of the year, I check my app again, and it states that my system is not producing electricity. On 12.11.18 I called Sunrun and talked with Shinaia. I told her I was very upset and wanted a manager to call me. She was rude and nothing happened—no contact at all from Sunrun. A week later I called again on 12.18.18 and talked with Christina; there was no record from my previous call the week before. She was helpful and handed me off to Justin who scheduled Gabriel to come on 12.26.18 to assess my system.

The system was broken and needed to be repaired, Gabriel told me. Now we had to wait for the part to come in so that he could fix it. This took 6-8 weeks to be repaired. This series of events has increased my electric bill by $1,400, and Sunrun has offered nothing to make it right. From some strange reason, Sunrun will not monitor your system if you buy it from them; they only monitor if you lease it. One of their people said that they will monitor it for an additional charge, which no one ever explained to me when I was purchasing the system.

This is especially frustrating because it all started with Sunrun sending a letter saying that some of their systems had a faulty part. Why wouldn’t they check to make sure all those systems were working? They have the data, since it can be accessed via their app. Besides being rude, Shinaia kept describing my system as “underperforming.” No, it was not working at all! It is completely ridiculous to me that Sunrun doesn’t at least check all their systems to ensure that they are actually working. How hard can that be? I am very disappointed that Sunrun cares so little about the systems it sells and the customers it claims to serve.

On the day that the roof repair was done, the Sunrun legal department called me saying that according to the lease we signed with them, they fulfilled their duty of repairing the roof, they had to put back the panels on the roof. We didn't want to, it was really a nightmare. We had no choice but had to hire an attorney to take our case and handle it for us. On top of prepaying the lease which is about $30,000 as written on the lease, we had to spend a few thousand dollars more just to terminate the lease.

On the day that they worked on the roof, my daughter and I started coughing and wheezing badly, and I had serious chest pain. On 3/31/2019, I had to go to emergency room. They found me having very high blood pressure and chest pain and had me stayed in the hospital for 3 days taking many tests just to find out what went wrong, they thought I was having heart attack. All the test came out normal with my heart so the sent me home. When I followed up with my family doctor, he said it was probably from inhaling the molds and with prolonged stress on roof leaking for more than 8 weeks. I hope this review will help people frustrating with Sunrun's customers care have some ideas on how to get problems solved quickly and people who are looking into solar system think twice before signing the lease contract. Once you signed the contract, it might be very costly, physically, emotionally and financially.

Original Review: Betty of New Hyde Park, NY. Look carefully thru all the reviews especially the 1 star review before you sign the lease, otherwise you will regret for the rest of your leasing years (20 years). We installed the system in August 2014. On 2/2/2019 we found many places were extensive rot and saw water damage on attic, so we called Sunrun. Lucky we are still in the warranty period. 2/5/19 an inspector came, he confirmed leaking on the roof was solar system job related and he also found mold in the attic. Back and forth we called many times but were told that somebody would call back. 2/26/2019, 24 days later, another inspector came with a roof specialist confirmed that they would repair the whole roof where the solar system is sitting. So you know how bad it is. But nothing happened after that either.

We are very concerned about the mold sitting in our house which is a health hazard, we have been coughing and having trouble breathing. We sent them emails on 3/11/2019, 35 days later explaining the situation, we totally lost the confidence of putting back the solar system with the risk of roof leaking and health hazard, we wanted to prepay the lease and asked about the procedure and price, but the case manager never called back.

Finally, 3/15/2019, 42 days later, the installation department called to arrange the repair of the roof, but nothing was mentioned about the mold!!! 3/17/2019, 45 days later, we emailed and called stating that we didn’t want the system to be put back on. Today is the 46th days after, we were told that we couldn’t do that because prepay of the lease could only be done by the end of 5 years. We told them we were willing to pay Sunrun another 4 months service ($174 each month, and probably $200 to PSEG because there will not be solar energy provided) until the end of 5 years, just not to have the system back on, we didn’t want any holes on the new roof; but they still said according to the lease, they couldn’t do it, the system had to be back on.

So no matter how sweet it sounds to switch to solar and save money, at the end you will incur a big debt. We used to pay PSEG $200 a month four and half years ago, now we are paying Sunrun $172 + PSEG about $15 every month, almost the same price. For the excess energy that saved, PSEG pays very little money to buy back; it really doesn’t save that much. If we want to prepay the lease at the end of 5 years, it will be $25623 + tax. We regretted so much of switching to solar, signing lease with Sunrun, we only paid $200 every month before to PSEG with trouble and debt free. Now with the lease with Sunrun, not only we need to pay about $30,000 to get out, and also with the risks of holes in the roof afterwards.

We are not the only person with roof leaking problems, they are so many reviews in Consumer Affairs having the same leaking problem in different states. Apparently it is the technical problem of installing. I don’t understand why Sunrun can still have 3.5 overall satisfaction rate!!! Read carefully on the lease and the reviews, the lease is only protecting Sunrun, not the customers. Once you signed the lease, it will be very costly. Consumer Affairs has to get involved and do something about it... It is totally unfair to the consumers!!! We are planning to get an attorney to help.

I sent this information to Sunrun and was responded again with 5-year warranty narrative. I've been a good customer with Sunrun and was hoping to be reciprocated in the same manner, with little grace. My house was fairly new when the Solar panels were installed. This was a major concern especially with the heavy winds in the area, my concern was vibrations to the mount brackets and I guess I may be right.

I asked a Sunrun representative what was going on, and he told me not to use the washing machine at night. I didn’t know we were not supposed to do that. Everybody goes to work and the other two adults in the house turn it on on a weekend or at night. He said the grid is saved for the nighttime, and maybe we were using too much energy at night. Going solar is fine, but we have to change our style of using electricity.

We’re at the bottom of Kona State, so we get lots of sun and that helps our solar panels. A lot of neighbors have turned to solar, and now that we also have Sunrun, we can brag to them. From $240, our bill now is $148 for the next 20 years lease of it, but the HELCO was supposed to be down to 20 or 25, and it’s up to 40 or 50. We’re still learning how to use the output of the electric load and there are still lots to improve but we're satisfied with Sunrun, overall.

I sent an email on 2/25, followed by another on 2/26. Received a call from our project coordinator telling us he couldn’t help us, we’d have to call customer support since system was “up and running.” I reminded him system wasn’t up and running and asked if he could forward the info so I wouldn’t have to start over again. He said no. So I called customer support. Nice operator, told me this would be a high priority and I’d get a call back in 24 hours to schedule the visit. 2 days passed with no contact. I called again on 2/28. Was told that this actually was a low priority because it’s a communication issue. I informed him that one inverter still shows a fault and the battery has never worked. He said it is 3-5 days for a call, but since 2 days have passed, I’d hear back by end of day 3/4.

Big surprise. No contact. Called on 3/5. Operator was apologetic and tried to get dispatch on the phone. They asked me for a picture of the fault light and a picture of the battery with no lights on. Said dispatch will not send someone if I don’t send that. I informed him I’m at work, 40 minutes away from the house. He added that the reason nobody called before is because on their end it appears the system is working (no surprise, since one inverter appears fine). So instead of calling to clarify, they just didn’t call.

Reluctantly, he said he’d put in a request, with no pictures, but the 3-5 day waiting period starts again, from right now. So, almost 2 weeks since activation, I have 1 inverter and a battery that have never worked. Yet I’m paying for the full system, including an extra charge for the battery. Not only is it not fixed, nobody is even scheduled yet to come out. And apparently it’s 3-5 days before even a phone call will happen to make that schedule.

Beware of these guys. It seems they’ll do anything for you during design, but once you get locked into the 20-year contract, there is no initiative on their part. It’s incredibly disappointing. Neighbors and family have been asking me about my experience with the company, and unfortunately I must tell them I would not do business with Sunrun again.

In Feb of 2019, my roof leaked exactly where the panels were installed, including the same place where I just put a brand new roof one year ago. I have had two roofers look at my roof and say they believe it was "Foot traffic" that kicked my tiles around and Sunrun was the first and last company to walk all over my roof. There were two giant gaps where my roof should have been that were kicked out of place, one was directly under one of the Solar panels.

When the roofers took pics of the holes, it's very clear that Sunrun was responsible considering the holes placement and having two roofers tell me it was most likely "Foot Traffic". Sunrun came Feb 21st to look at my roof, a guy (Dalton **) crawled up there and drilled a few misplaced panels on my roof telling me this was just a bandaid until he can write up his report and have someone come out to fix the real issue. On Feb 22nd the same guy writes up a report that he had fixed my problem and closed my case.

Now I had been sitting around waiting for Sunrun to contact me (today is Jan 4th) to set up a time for Sunrun's roofer to fix my roofing issue. But I had to call up and ask Sunrun what was going on considering I hadn't heard anything, only to find out they closed my case Jan 27th. I've been waiting while living with an interior that has been gutted, insulation removed, everything needed to be aired out for three days, there was so much moisture mold ended up growing, and I can't do a single thing with fixing the inside until the roof has been fixed.

Considering the paper underneath my brand new roof is now ruined, Sunrun is needs to be held responsible for fixing the damage to my house they caused from putting holes in my roof in the first place. Sorry Dalton... But drilling tiles over a moldy wet roof does nothing! Placing what you called a "Bandaid" over a gaping wound is not fixing the problem. If Sunrun doesn't come out here and fix my roof, I will not only report them to nvcontractorsboard.Com, I am in the works of finding a lawyer. Do not use Sunrun. They do not care about their customers.

However, I’m confused with my power bill because they’re saying they only got two kilowatt hours. But when I go online, it says that I’m generating a lot. But other than that, it’s more with the power company that their bill is not in good explanation. My daughter, who also got Sunrun, is finding the same thing with hers. The waiting process with our local electric company for them to come and inspect and to switch out the meter took forever. But other than that, Sunrun’s been great.

I recommend Sunrun. It’s been about a year now and I am enjoying it because I’m out in Arizona so there's pretty much a lot of sun and it’s really saving. I saw results pretty much right away then it’s gotten better in the last year. I’m thinking that I’m building wattage through the sun and that I’m able to have that paid for. It spans for over month by month so my bills can go down lower the more wattage I get from solar.

I’m also not too thrilled with the fact that when I said I needed more panels because I was building a garage at the time the guy said that that didn’t come into a factor. Now it’s become a factor because if I wanna put an AC in my garage, the solar’s not gonna be adequate. The garage was there when the guy came out to do it so he knew that it was there. It wasn’t there long enough, I guess, for it to reflect on my APS bill. Other than that, I’m satisfied with Sunrun.

I also found out that I was gonna get $8,700 tax credit and $1,700 back from Costco. And my wife said that was a good idea because she could get the checks and she could go spend the money. But I looked at some of the jobs they did. I'm in construction and the rep gave me some addresses to go to. I looked at them, and the jobs are neat. The rep was wonderful. Any time Diane had a problem, he definitely just took care of it. He went above and beyond. The guy from the other company that came told me what a great baseball player he was, and I should buy it from him because he did a home run 500 feet. And that didn't make sense to me. I like low-key salesmen. After I went with Sunrun, the guy from the other company said, "Why didn't you call me back, I could have lowered the price like that." I'm a handshake contractor. I've been in the trade for 50 years, and I can't stand people that are unethical.

When Sunrun came for the installation, the electrician that came really knew his stuff, and they had six guys in their crew. I'm a union contractor, so I don't think they were paying their guys a lot of money. But they knew what they were doing. They got it done in an amount of time. There were no problems. We had to wait for a lot of inspections. The city and the county had to do some stuff. So, once it got on, it worked fine. I don't even look at it. It's been functioning since we had it. I was totally satisfied with the whole experience. I had some problems with it when it started but they came and fixed it. I've already recommended Sunrun to some people.

I have a 20 years contract. If I can turn back time, I would not have made a decision to have those solar panels installed. Although, I hear from my friends who had solar panels from other companies, during winter time, they do not pay anything to their solar company since it does not generate solar energy during winter time. They only pay to their electric company. But with Sunrun, I have to pay them for 12 months. I hope somebody can help me solve this problem because it has cause burden to my whole family.

In the sales end, they couldn't have been back in-touch soon enough, 20 times a day if it was needed before the sale. And at one point, I asked to get an updated quote, and because of that, I also ended up getting a different rate. They didn't tell me this in advance. But they said because I requested a new quote, I didn't get to take advantage of the prior rate, and the prior rate was lower. And so in the back and forth I expressed some vexation about that. So the sales person said, "Well I have this $250 gift card that I can give you to compensate you for the increase in price of $250." I said, "Nah." Eventually I said okay. But that gift card never materialized. So that was a second misrepresentation. And I tried to follow up with the sales person.

Other than those, the installation worked out fine. Since going live, it's been fine. The system works great. I don't have a great deal of respect for an organization that doesn't follow through its promises. They leave me alone. Nobody asks me questions and nobody gets in-touch but as long as the system is working, I couldn't care less.

The house I was renting before I bought my house and put solar on, my electric bill got up as high as 750 a month. And going solar means money in my pocket and savings over the years. The first year, going solar didn't pan out because I was still getting healthy bills during the summer. The system got turned on on April 25th. And that whole year, I was still getting $400 electric bills. But then, it was the same time the next year when we noticed that our electric bill dropped. In the last two December bills, the companies owed me money. So January, I don't even have an electric bill anymore. I recommended Sunrun to my friends that were looking at it.

Original Review: One day a man came to the house. 70 yr old mother rents the house from me and she explained that to him. He convinced my mother to get my social security # just to verify my credit and come back if interested. He also said he would help her make an email since she need one for the paperwork. They called for 3 weeks then stopped. Soon after somebody came to install paneling without leaving a bill or receipt. Mother never forgot because she 70+ yrs old and 3 months go by with huge bill she felt she had to pay because she rents the house from me. When she finally tells me, I contacted Sunrun. They said they have a contract. I never met them!!! The contract had a fake email, fake signature and fake initials. The man that came to the door was a subcontractor that conned my mother. She never saw the fake contract because it went to the fake email. Now I have to look for a lawyer because I own the house.

Getting the solar panels up and running took forever. It should’ve been done a long time ago and we kept calling, and they kept saying, “Yeah, we’re working on this and that.” It wasn’t good. The guy we were dealing with would say that he was doing this and that. He never did a damn thing. And then he told us he’d get back to us with all the paperwork and he never called. Also, he was getting problems with the paperwork about the county sending back the things to do it. We had to call everybody. But Sunrun's customer service was great other than that.

We were all set up for the Sunrun techs to come and replace my breaker box, and someone in the Sunrun organization failed to call the city, a surprise, to make sure the inspector was available for that day. So that delayed the whole thing almost three weeks. Everybody was very apologetic saying, “Oh, I'm sorry. Somebody was on vacation. Somebody was supposed to do it.” It doesn't matter. You set the date, you had a crew here, and nobody checked. It’s called coordination.

The installation team put my critter guard on and that’s all fine. I have access to the app and I see how many kilowatt hours per day that I’m clocking in. So, all that seems to be working well. My only concern is that I wanna make sure I’m on the correct APS system because when you get a bill for $70, and you were thinking you should be getting about a $15 bill, something’s not quite right. But when I called APS they said they can adjust my bill, but I have to have several months of service prior to that. Other than that, Peter from Sunrun has been excellent. He has followed up beyond places that I didn't think he’d need to. He’s done everything and then some.

During the installation of the panels, they rested their ladders on my gutters instead of the roof. Because of that, the gutters got bent out of alignment. I got Sunrun to come back and fix it. They sent another crew out who didn't do a good job. They did the quickest job possible. They didn't replace the gutters, they just did some repair which hasn't worked out well. But the individual people were nice.

Then, a bunch of storm debris like branches and leaves got wedged underneath and between the panels in my roof. I called Sunrun to talk about it but they told me that I had to get a cleaning crew and I would have to pay for it. They also wouldn't connect me to a supervisor or anybody to discuss it. It was a lost cause and rather than start World War III, I ended up cleaning them by myself. But everything else was excellent. The system works great and it's saving me money. It seems foolproof so far and it hasn't broken down at all.

My father-in-law has a different solar company. He signed up before we did. He got four inverters on the whole side of his house and they look like a science project. We showed the installers the picture of my father-in-law's house and we told them we don’t want those hideous monstrosities on the side of our house. They came through with the newest inverter that was available. However, we still don’t have the Brightbox. We left it at that because we experience power outages in this area when the monsoons come. Also, we had to spend more out-of-pocket with APS because we haven't produced enough electricity. We were a little disappointed but other than that, everything was fine. We would recommend Sunrun. Our neighbor next door asked who we use. We told him it's Sunrun and I sent the guys over there.

They were really good with the installation. They handled everything very professionally. But after installation was done, it was like they were washing their hands. When they were doing the promotions, I was told I was supposed to get a $500 gift card but I'm still waiting for that. In the last conversation I had with the salesperson, she said that there was a manager change but that she she would follow-up with the manager and make sure that I get the card. But after that, there was nothing. I'm trying to reach her but there's no contact.

I've also had two interactions with the customer care. The initial one was where I was getting the access to see how my production is going on. The salesperson was saying that I can monitor each and every panel, whether it's working or not, and I can get all information that I want. But that was not fulfilled at all. When I called customer care, they simply started talking about all the terms and conditions mentioned in their documents which I signed. They said this was never mentioned. Everything was, "We are not going to do that." I was really pissed off. Their applications are available from the same company but I cannot use them because Sunrun doesn’t want to let me to use that. When I called the company of that product, they said that I can always use their application but the company that installed the product has to give me log-in access into their system. They have to import some data and I suppose Sunrun should have done that one for me and get me the access. So I'm really not happy with that part of this.

The second time that I called them was when I realized that my inverter was not working. It was not giving me any output here and I told customer care that they were supposed to monitor it. If something goes wrong in my system, someone should check out and see why it's not producing. But the answer that I was given was that I had paid off the system and since I don’t lease it from them, they don’t monitor the system. So basically, they put me in a situation where I cannot monitor my system and they are not monitoring either. So if something tomorrow goes wrong and it's not generating enough power for me, it's a lose-lose situation for me. So again, that's not a happy kind of thing.

A person came here and tried to reach out to customer care and the customer care sent me the link to all my Sunrun applications, which I already had. So that means the people who are looking out there don’t even check whether I have access to my Sunrun or not. So this customer care is a complete failure. Everything is in my house. The only thing stopping me is entering the data in correctly and giving me the log-in. If Sunrun doesn’t want to monitor my system, I don’t care about that. They don’t have to spend their resources on monitoring my system. But they should give me some tool where I can monitor that.

The application which they have developed is not even giving me current data. It just gives me how much I generated as of yesterday. There isn't even two days' information either. After my sale happened, I didn't even recognize until after two months that the system was bad for almost 45 days. If Sunrun wants to correct the situation and pull more customers, they should be honest with the customer and make sure that the customer care team is fully trained.

After approximately 2 years the roof started to leak. We asked the company to take off half of the panels off the roof. They did for $100 per panel. They forgot to turn the other panels off and my roofers received quite a shock when they touched the live wires. The company’s response was no harm no foul if no one was hurt. When the panels were installed again the roof was damaged and of course no help from Sunrun. I sold the home a year ago and the new owner did not want to take over the contract until the roof and all of the were panels working. Sunrun has now sent a demand letter for over $129000. I am filing a complaint with Hawaii consumer affairs and it looks like I will have to hire an attorney. They breached their contract so many times I cannot count them. Stay away from these guys.

I've seen the benefit of getting solar. But getting in on the first level of everything, it seems like whenever the next person comes out with something, it's a little bit better deal. I figured there were some questions that I probably should have asked and I didn’t know who to ask about. Also, with the deal I got in on, there was at 2% cap-on because of the bill at that time of allowing Duke Energy in my area. I got in right on the cut-off. But I've also talked to some people that had been looking into it since I went with my mine and some of their deal was not as good as what I got. At the time, they went in, they were expensive and then they got cheaper, and people were doing more comparison with other people. But my experience has been good, so far. I have recommended them to other people.

I reached out to discuss this and Sunrun came out here and had someone analyze what we had, what was installed and what could be done. He came to the conclusion that we should never have been given the estimate that we were given, that there was no way we would ever produce what we were told, unless we wanted to set up a field in our backyard, which is large and somewhat open, of solar panels. But that was not what I wanted. The panels are on the roof and it is producing some energy. The only way to better our productivity is to cut down all the trees than we had originally told but we are not removing those trees from our yard.

Whoever did the actual surveying on our house didn't really know what they were doing, accurately. I feel like we were lied to a little bit. However, Sunrun has adjusted the amount that we had to pay each month and that was what we were actually producing after the first year which made the situation a little better. At least that way, I'm not overpaying and I'm still actually using the credits from having overpaid for the first year, so I haven't had to pay a bill for quite a few months now. Plus, Sunrun has been prompt in answering questions and in that case, their customer service has been much better. I would recommend solar energy to people who have the correct positioning of their houses and the correct amount of sun as opposed to what we have.

The project management, they say they take care of it, but it falls onto the sales rep who now becomes the project manager out of default, which they don't have to do. But Ron was phenomenal and ran it well. And I gave him some good suggestions 'cause I also do consulting work for issues like this in business systems, and do very quick fixes. I got a collection notice when I never received a bill for the roofing, and it was very insulting. I called him, and said that I tried to write a check and they answered, "Wait till they bill you." I said, "I've had the money sitting here for three months, and now you send me to a collection agency?" They said that they didn't, that they were not going to, and that they were just threatened. That was not very good. That wiped off all the good they did.

Instead of doing the billing themselves, they go to a second party. Everything was done electronically. But, if they don't follow through on their end, they turn around and say that they have mailed me a statement. I said, "I never got it." And so, they don't understand the implications of dealing with people. I never got a text. I never got an email. I never got a phone call. We have some issues with our mail on our block we're dealing with.

I wrote a little proposal to Ron and CC'd it to a guy in Colorado. I said, "Hey, there's a way to handle this when you do your second party billing. If you're gonna promise to only everything electronically, a simple pick up the phone and call. I deal with this every day with my people here." I wasn't looking for an apology or my butt kissed, but I didn't even get a thank you or a sorry. Still, I don't hold this against them if they straightened it out. Again, the bottom line is, the rep I dealt with was the only reason I recommend it. If Ron takes care of it, you guys will be okay.

When they finished all the approvals, I called and told them they were done and it was ready to be turned on. Within 20 minutes, they called me and told me how to turn it on, and it started generating electricity. They’ve checked a couple of times to make sure it’s working right. I check it online about once a week and everything seems to go on fine. It took about 60 to 75 days from the time I signed up till the time they actually turned it on. Sunrun did everything they said they’d do. So, I’ve been happy with them. Going solar was a good decision. It’s gonna pay off in the long run. It’s less money each month, especially in the summer.

We get 6 inches of rain a year! And still I get $200 electric bills!! Why they didn't put enough panels on is beside me! When I asked for additional panels to cover my electric, they say I would have to buy a whole new system. And while I will indeed buy a new system when I can afford it, it will NOT be Sunrun. If you are considering Sunrun, read all of the reviews. Do NOT make the same costly mistake that others have made simply because the salesperson makes it sound good. I will make it a mission to tell everyone about Sunrun. Waste of good money!

So far, it has been pretty simple with Sunrun. It’s been one of those services that you don’t have a lot of complements to add just because it works exactly the way they said it's gonna work and that’s nice. However, I didn’t understand the comment that it would take a couple of months so I was waiting for the PG&E bill to disappear. Then when it didn’t disappear right away, I was a little bummed. But then it's exactly what happened. It took a couple months, and boom, no more PG&E bill. So, it’s been great. I am totally satisfied with Sunrun. I’ve been out recommending them left, right, and center.

After they finished the installation though, one morning it got really windy and all these metal plates came flying off our roof into our pool. Most of them flew off into my neighbors’ yards and if those had hit somebody, it would have slapped them big time. Chunks of cement were flying too. We had to dig all these stuff out of the pool and I had to get our dogs in the house, so they didn't get hurt. That was a mess. I tried to call somebody to let them know what had happened and nobody was responding to me. Finally, the foreman did but he wanted to argue with me, saying that it was not theirs. If I had metal slabs laying on my roof, I would have known about it in the 10 years we lived there. The foreman then came over and he still wanted to argue with me. Then he called somebody and whoever he called said that it was indeed theirs. But once Sunrun got everything straightened out, it was fine. My Envienergy bill is now only $26.

So, I again call back week three and essentially start the entire process over. Now moving to the end of week three, I am being assured they have all the information that is needed, but the DocuSign e-mail is backed up for 30-45 days, all the while roof is still being rain on. So, as I approach week four, mid February and was told I would being hear back from a representative at the end of week three, to set up the repair, I still have not heard from a Sunrun representative. I have been given misinformation and zero customer satisfaction. I have been provided with no updates and still no scheduled or approved repair. Good luck to all in the same boat.

I’m satisfied with Sunrun. In fact, I’m gonna explore getting off the lease plan and purchasing the other panels. But I haven’t done that yet because the way the loan was set up is that we could wait till we get our rebate back from our taxes to knock the amount down that we owe. So, we’re on a temporary payment basis until that happens which would probably be next month or April if we have tax rebate.

So far, we haven’t gotten any more information about true-up bills because whenever I get the email from PG&E, it says, “This is your true-up.” I was paying PG&E every month an extra $50 to $100 and that’s not happening. The only thing is now, I’m paying PG&E for the gas I’m using to run my heater, but that’s a separate charge. That does not have anything to do with solar panels. Nonetheless, I can go in and look at my output. I haven’t looked at it in a couple of months. But judging from when PG&E would send me the information, they would say, “Your true-up bill is going to be this,” in whenever date that is. Now, they’re not sending me the true-up bill information. At this point, I’m more than breaking even because the year before, my true-up bill was over $700 and that’s because summertime temperatures were exceedingly hot so we ran the air conditioning more than we normally would run it and it’s an older unit.

Enrolling with them was pretty easy. They took care of everything. As a matter of fact, they said that they weren’t gonna be able to do something electrical. It was gonna be above what they wanted to pay. But they hired a topnotch electrician that did my electrical panel upgrade. This guy came in and did exactly how Sunrun originally wanted to do it. Sunrun backtracked on it so he did it right. The salesperson convinced me to get the Brightbox battery. The rates are going up for SDG&E over here, so he said this would help me save money. I thought it was a good idea and I trusted him.

I am 100% satisfied in getting solar and happy to get $13 bills. I’m still paying that loan but then once I pay that off, hopefully, sooner than 10 years, then I won’t have any more electrical bill. It was a very smooth process. I wish I would have more information on my roof. Sunrun told me it was good, but they never told me how good it was, so I was just hoping it would be like that. I'll recommend them.

Enrolling with Sunrun was an easy process for me. Their sales representative was my interaction point throughout the whole affair until the construction started. Then the on-site project manager was my point of contact. Besides the 30% rebate from the federal tax credit, I also got a rebate from Costco and a $500 rebate since I was a referral. I have 23 panels and the installation took one day. Everything went smoothly and there were no follow-ups required. We're very satisfied going solar.

My experience going solar has been okay, although I thought it would be better. It was supposed to cover everything as far as energy consumption, but I'm still having to pay a bill, which I don't understand. As far as Sunrun is concerned, I monitor it online and there was a period for about 15 days that it wasn't doing anything. I called them and they called me back in a couple of days. They had me go through and try to reset the system and when that didn't work, they sent a technician out and it ended up being a software problem. I wish they had sent him out earlier instead of trying to troubleshoot. They were very professional, but I wish they were faster. I have the Brightbox battery because we use most of our electricity at night, so I wanted the system to run off of it. Every night the system uses the battery to power the house, and it's been okay.

But for the company’s advancement, I think there should be more advertising in the local media, especially in areas that are being assisted by all the government subsidiaries and other perks. Sunrun doesn't do enough of this advertising. Also, after the installation, there was a little sign that was posted that this was a Sunrun installation but it wasn’t big enough to be noticed. I think more should be done in this matter so that people would see that it is a Sunrun installation and that it should be attributed to Sunrun instead of just panels on somebody’s roof.

Other than those, my utility bill has gone down almost 40% with my Sunrun. The Brightbox is not yet available in Maryland, but I've done some homework and I was impressed enough with the product that I even bought stock in the company. Hopefully, when the Brightbox is available in this area, I would be interested in the details.

Our solar panels are on our barn, and there’s an extra panel out of the electric panels, and the fuse keeps popping. We’re supposed to get an email when the solar panels aren’t working. We never got an email. It was about eight days before I realized that the electricity was off because it’s winter now and we’re not out in the barn. And that’s happened twice already. We’ve had two different electric companies out to figure out why that keeps popping. I tried to get through to Sunrun's electricians who installed it. They said they’re too booked up and I had to go to a private contractor. It was five days waiting for him to come out and the problem is still not resolved.

This summer, things were great. We could go online and see how much electricity we were generating. So, I didn’t call them because everything was fine. It doesn’t provide enough for the whole home, and we did not expect that. So, it met our expectation. Within the last four months, we’ve had a problem and I find Sunrun difficult to get a hold of. I'm having issues and not being notified and not getting any follow-up from them. We’ve spent $10,000 on solar panels, and I’ve got them sit out than being productive.

We knew our Sunrun thing wasn't working properly when my husband questioned our electric bill and said, “How come we’re paying so much in electric and we got this thing on our roof?” We paid Sunrun $213 plus we were paying $170 on our electricity bill. It’s like we don’t even have a solar on our roof to counteract with our electricity bill. Our bill is astronomical. Also, the $170 a month was what we were paying for electricity without the Sunrun unit, so this unit is not doing the right thing.

I wanted to take it to the news and go viral with it to let people know that this thing is not working properly. If it’s supposed to save us money, it’s not doing it. It’s costing us more money a month. This is the highest bill we have. My husband and I are the only ones in the house. We have no kids. My neighbors next door, it’s just him and his wife and their electric bill is under $200. That’s how ours should be. In fact, ours should be lesser since we have the Sunrun unit that has 25 panels, but it’s not. It’s actually more than what we were paying before we had the panels on the roof.

From the first time Sunrun went and installed this unit on our roof, we were already having problems with it. The light for the payment was red and not green. I had to call Sunrun and tell them that there was something wrong with the unit. They had this one guy named Derick who was really good and we liked him. He came over and fixed the problem.

Now, there’s something else going wrong with this unit. I called in to let Sunrun know. I got really upset with the way the lady there talked to me. We're renovating in our backyard - we're building a wall in our backyard - and she told me that that thing could be the problem. I asked her what our renovations had to do with the unit that is on our roof not functioning. It was crazy. My husband and I were upset. Everything that has to do with our Sunrun unit is inside my garage. The batteries are in the garage hidden from the weather like the rain. The only thing that’s outside is the thing that’s tied into the grid of Hawaiian Electric. I would make sure that everything is protected inside of the garage too.

Original Review: Feb. 11, 2019

We recently purchased a house that had a Sunrun solar system installed. The roof had to be replaced by the previous owners due to a hail storm over the summer, so the panels were removed from the roof before we moved in. After moving in, we contacted Sunrun and scheduled to have our panels reinstalled on February 7th, 2019. Feb. 7th came, no one contacted us to let us know when they would be coming out, and our panels were not reinstalled. I called Sunrun, and was assured that someone would contact me that afternoon, and that our panels would be re-installed on the 8th. No one called, and no one came to put the panels back up on the 8th.

I called again, and was told the same thing - someone will definitely communicate with me right away to get this resolved. Nothing. I called again today 2/11, and was told the same thing. I asked if I could call the branch and dispatch directly, and Sunrun was unable to give me that contact information. How can I get this resolved? All I want is for Sunrun to communicate with me, and get my panels put back up. I guess I'll just call customer service every day forever until someone can actually re-install my panels. So frustrated!

But we lost electricity twice and we were in the dark. Our wall plugs in the living room, lights in the TV room and the bedroom are supposed to be active. The lights in back bathroom is fully supposed to be on. But the backup that Sunrun put in doesn’t work. And when the guy came out here to look at it, he said the only time he could fix it is when it happens. Also, the guy who installed the backup said he couldn’t do our kitchen. He just told us to take an extension cord and run it through the refrigerator. Nevertheless, I'm happy with the solar. Our electric bill is $9 a month.

The enrollment process with Sunrun was easy. I reached out to them and had a pleasant conversation with the man who became my point of contact. He went back and forth and helped make sure that the system that was designed was going to meet the needs that I had. Also, I am anticipating that I’m not going to stay in my house for more than a few years. I already own the home that I’ll be moving to, so I had some questions if I could transfer and if I could have solar leases on more than one property at the same time. This guy from Sunrun knew everything. Instead of just telling me what I wanted to hear when he didn't know the answer, he would say that he would double check with a legal team and get back to me.

Everybody who came to my house was super professional and really knowledgeable. They cleaned up after themselves and were very polite. The system, many months down the road, is producing exactly as they told me that it was going to. I used to harp at the kids and over the last handful of years, I had already replaced everything that I possibly could in my house to become more energy efficient but since going with Sunrun, I don’t worry so much.

I have a pool that runs and also solar heat for the pool, so I have to run it during the daytime. I have a koi pond that runs 24/7 and I work from home, so I have office equipment that are running too. I didn’t have anything that I could cut anywhere else and I was still getting these bills that were 400 plus every month. Now, my Sunrun bill is $187 and I don’t true-up with the electrical company until August. As it stands right now, I owe the electrical company about $300 and I feel confident that over the summer, they’ll be buying energy from me so that will actually true-up to where I won’t owe them any money. I recommend Sunrun to everybody. From start to finish, it was a great experience.

The girl whom I talked to talked about 10 minutes and she kept going back and forth. She told me that she saw my payment and that I should go ahead and send in my 20450. I said I would and again I assumed everything was okay. Then I got a call from this next person, Andrea at 7:00 in the morning when I was still sleeping. She told me that she was from Sunrun Collections and told me that she could take my payment right now or put me on automatic pool. I told her that I have already paid that payment and that I wasn't going to pay it again. She asked what I meant when I said I've paid it so I said I paid it by credit card. She then told me to send all the information I had.

Not even two days later, I got a letter from Andrea so I went ahead and I photocopied my receipt, and my bank account or credit card to show that the bill was paid. I sent it all to the fax number that I had and waited for a few days. There was no receipt of that. I told the person whom I talked to that I had already sent all the hard copies. The lady whom I talked to said that I should fax those again to her and that she would make sure that Andrea got it.

So, I waited about a week, making sure. By this time, I’m sure that the hard copies had already got there. I called back Andrea and asked if she received everything and if everything was okay. She told me she hasn't received the hard copies and that she only got one page, the one where I stated that I was going to send a formal letter. She read it to me and it was the fourth page I sent. I told her that doesn't make any sense. I got a receipt from my fax that said three pages had gone in.

Andrea asked where I sent it and so I gave her the fax number. She told me she didn't know where that fax number was. I started to tell her more but she cut me off and told me there was no need to go over it again. They tell me to do one thing but when I call in again, they tell me "nope, sorry". It makes me feel like they think I'm lying to them cause I can't afford the system which is not true at all. I’ve been making my payments.

The second problem I have is that when I signed up for Sunrun, they had told me that they’ve put enough panels in so that it would eat up 110% of my monthly kilowatt. He told me that most people with them only pay $10 to $12 to APS. I told them that was great and I was all excited. They said they put 37 panels in, which didn’t look like they were 37. I'm gonna have my handyman get up there and count them. However, my first bill after the closeout was $41. I told them that I must be doing something wrong because everybody else whom I've talked to who all have Sunrun don't pay anything. The rep said I should wait until the next month and that my bill would readjust itself.

The following month, it was a minus $6.48, which I thought was terrific. However, the month after that, I get a bill for $61 and the next month, I got one for $100 and then $110. I called up again and told them that something was wrong and that I shouldn't be having such high bills. However, the reps kept telling me that my system is working. So, I’m in a big dilemma over this whole thing and I need to have this problem fixed.

I would never recommend Sunrun at this point. I work for the sheriff's department at my location as a volunteer and the people there all ask me because they're all interested in going solar too. They asked how I was doing and I told them that so far, it hasn't been good. I told them that I can’t recommend it to them until everything gets straightened out because this is just not working for me. Most of Sunrun's customer service reps are very nice and they aren't nasty except for the people from collections. However, it's a matter of them not knowing how to fix the problem. They're not willing to fix it and I'm not willing to pay that bill again. I can't afford it.

Original Review: It would take me a week to go through all of the ridiculous excuses why I am not getting what I am paying for. First off the install did not meet the design as planned, the number of panels promised did not occur, panel placement was not done properly. Unit productivity 1.5 kw less than contracted. Billing issues, 1 month without productivity because they did not realize panels weren't functioning. Just a B.S. company.

So far, having Sunrun doesn't reflect much savings. I was under the belief that there was gonna be just the small payment to the grid, and most of the payments that I’m making to Sunrun are gonna be just the payment that we agreed upon. Some months, the utility company is going up to about $45 plus what I had to pay for Sunrun. However, since the installation was done early autumn, there was not much sun to be collected that’s why the bill from the utility company was coming up a little high and didn't show much savings. I expect that to improve during the summer months, though, as there’s gonna be more sunlight during the day and it will allow me to harvest more energy.

Thereafter, the installation was expeditious. However, we had one minor hiccup. Originally, the mock-ups that the salesman did were based on a larger system that our incoming power would support. We were gonna wind up having half the panels that we originally thought. So, they did a little change midstream but this was after the roofers had already come in and removed the cement tiles on our roof. They had to go back and replace the shingles were the panels were not going to be. The downside of the entire evolution was that the roofers were a little sloppy. We found two or three dozen roofing nails in our lawn out in the front.

Still, that was the only negative thing about our experience with Sunrun. Going solar through them was completely hassle-free for us. We just sit back and we have the automatic payment to Sunrun and our little savings coming from what’s left over on PG&E. Their sales guy came over a couple of times just to check up on us. He stopped by and brought some sparkling cider for the wife and asked if we would do an open house come summer time since we have a pool in the back. We thought it’d be fun to invite all our friends over and give him an opportunity to pitch the product. I absolutely recommend the Sunrun to all of our friends. It definitely has skirted all the horror stories that I’ve heard from other people about their solar experience.

I signed up online and the rep came to my house and showed me the contract. I already knew what I was getting and within a week, I had a signed contract, everything configured and ready to go. They always follow up and check every couple of months. When I had the installers here, they introduced themselves. They told me how long they were gonna be here and how long it was gonna take. Overall I'm happy with my decision to go solar. We've had a bad winter so I haven't seen the full effects of it, but in my other home, I have and it's everything that it's supposed to be. I have better bills and I feel like I can control my bills over ComEd. It's a good decision when I'm just paying one company in the end.

Once the roofing company came to replace the roof all they did was remove the shingles and put new ones on. My husband questioned the supervising contractor at that time and even went up on the roof with him. The contractor said that the sheathing was all satisfactory and even the shingles were fine but he just does what he's told to do. By coincidence the rep was at our house on the same day and we questioned him also as to why they weren't replacing the sheathing and he said he would look into but in the meantime let them move forward. We questioned why they were not replacing any sheathing and the roofing company said it was not necessary. So then again I say why did we need a new roof?? They told us (inspector for SunRun) that sheathing was also being replace-but it had not been! So we then call SunRun and ask them for evidence of the necessity of a new roof.

They sent us photos of the attic where there was old water damage (from the roof leak 6 years ago that required us replace our roof) and 1 picture a broken shingle. I asked if it was a shingle issue then I want to see more than just 1 picture of 1 broken shingle and could not be provided with any more evidence. They (Sunrun) then sent out another inspector who went into the attic and said, "I do see the newer sheathing (from 6 years ago) and the old water damage. None of the old water damage on the beams was currently wet and did not need replacing as it does not compromise the structure. So yes you did not need a new roof and I apologize for the previous inspector, he will be required to receive more training." OK so why should WE have to pay for his mistakes?!?! We knew we did not need a new roof from the start but was pushed into it by someone who is not trained properly.

We are very unhappy with the outcome of all of this. We are not people who not pay our debts, but this situation is just wrong so I must stand up for myself. I even put my rental property project on hold until this is resolved. I am a seasoned realtor and in my business can send many clients your way. I have already referred 3 and have 3 more waiting for me to forward their information. Why would I want to do that if I am not completely satisfied. Why would I want to refer them to a company who fails to follow up on my complaints.

I and my husband have repeatedly tried to reach out to supervisors and SunRun in order to rectify this situation and keep being left in limbo. We have spoken to many reps from Customer service. One of the customer service reps even refused to give us her supervisors name and number. After going back and forth finally gave us his name but said I'm not giving you his phone number. REALLY?!?! Then I receive a collection notice?!?! This upsets me to no end and my next step is to file a complaint with the better business bureau. This has been an extremely unpleasant matter. And please don't respond to my complaint the same way you do to all others, starting out with "we are disheartened by your situation," just get me a resolution!!!

The initial process of enrollment was meeting the representative at Costco. They took our preliminary information and within a day, we had somebody contact us by phone to set up a consultation and evaluation of the house, if it was even a viable installation for them. It was very accessible for us in terms of them being at Costco where we go all the time, then getting the consultation set up quickly. However, we had a small issue after the initial installation. The battery hadn't been hooked up properly and it went by a week. There was also an issue when we had the inspection, the grounds weren’t proper according to the city inspector. But it turned out that the city inspector just missed where the grounds were installed on the exterior of the house.

We called Sunrun about the inspection and they had somebody out here the next day to take care of it. The same guy who did the installation came out, checked it, and actually did a double ground to satisfy the need of the inspector. The installation crew was all very professional. They were three young guys and they got it all installed and I was amazed that they were working despite the heat. They got it all installed in a day. When we had an issue with the battery, Sunrun actually informed us that they noted through their monitoring that it didn’t look like our battery was functioning properly. They sent somebody out, at our convenience, within the next day.

In conclusion, even though we had the glitch with the battery, the people at Sunrun caught it and were apologetic and were willing to remedy the situation quickly. It could’ve gone for months and we wouldn’t know that we’re not generating energy. I thought they were forthcoming about that and I appreciated that. Also, going solar was a great environmental decision for us. We also did it because we could take advantage of the tax credits that aren’t gonna be as generous in the coming years.

I cannot believe the disrespect from this company! I have a written statement from SDG&E stating that the solar panels are not working! I am now getting called by someone that obviously has given the same bull to other consumers that got screwed by this company! I will take this all the way! I hope Lynn Jurich!! STARTS READING ALL THE TERRIBLE REVIEWS AND COMPLAINTS ABOUT SUNRUN! AND MAKE AN EFFORT TO DO SOMETHING ABOUT IT!

Updated on 02/09/2019: We wrote a review earlier about how bad the customer experience was. Finally Sunrun agreed to send out a technician to look at our roof to see the leaks and damage done. The technician arrived and said yes our leaks in the roof are from the solar as the original company they used to install did not install it correctly on the roofs. So that company no longer works with Sunrun. So the technician fixed the broken tiles from where they screwed in the bolts into. The sealing had corroded from the pipes and the broken tiles caused the roofing paper to leak. Now the technician says we need to call Sunrun back to come and reinstall the panels and fix all the tiles that are broken. They will also need to fix all the damage from the leaks. We will see if we even get through the customer service lines this time. The people they have working customer service are so rude and no help.

Original Review: We bought a house in March 2018 which already had Sunrun. We tried to get out of the contract but they would not let us. Within a week of purchase we noticed leaks in the roof which the previous owners had fixed from Sunrun installation. We had it fixed temporarily until we could get Sunrun back out. Come to Jan 30th, 2019. We called and asked to speak to a supervisor and said a supervisor was not available and they would call back. Never received a call. Call Today, Feb 4th and asked to speak to a supervisor and was told no supervisor was working. I refused to take that as answer. Finally after arguing with the person I was transferred to a supervisor. Now I should hear from a technician to come assess the roof within 24-48 hours. We will update this with the progress. Why would the company lie to their customers?

My experience enrolling with Sunrun was fine. A guy came to the house and went through the process. And we looked at figures to see what made sense, whether I wanted to buy or rent. I ended up renting the system. Everything was seamless. However, I wish the person that they originally sent out to assess the property itself and to bring that information back so that they could figure out what might be appropriate, had little more on the ball. But, otherwise, everybody else that I worked with was very professional and knowledgeable about their product.

In addition to that, I had little confusion in the end when it was time to coordinate with the electric company to change out my meter. That was delayed, and it was delayed on Sunrun’s side. Also, I would like to follow up to be able to discuss a different property but I haven’t had anybody to return my calls. Still, I had a very good experience overall, and I love getting my electric bill and having it under $40. Although I’m paying Sunrun, too, even the combined bills are saving me money. I’m happy with Sunrun.

I talked to over 100 people about getting Sunrun on their homes. Plus, outside of my home, I put a piece of paper telling them to give me a call if they need Sunrun on their home. Now, I'm being charged and it’s not fair, so I was asking the guy to take it off my house because he lied to me. The people at Sunrun need to tell the truth about the whole situation. If I had known that my bill is gonna be $111 a month plus $120 a month, I would have never gotten their system. I’m on a fixed income and I’m paralyzed on my right side, so I can’t do a lot. I talked to a gentleman in Charlotte and he said that because of my contract, he couldn’t take the panels off my roof. I’ve talked to four other people that have Sunrun and their bill is the same thing. One of them is George and his bill is $112. I’m the one who asked him to get it on his house and he told me that if he had known this, he would never have taken my advice to get it for his home. It makes me feel bad.

My biggest complaint has been with APS. Last year, we didn’t understand the buy-out with APS and how they could just buy the energy out without us even saying that they could buy it out. It was something that we totally did not understand when we signed up, especially regarding how much they paid us over our electricity and how much we're paying now. That aside, I'm 100% satisfied with our decision to go solar and so far, the experience has been really good.

Sunrun has good people that work for the company. Plus, they have a product that seems to work well. At one point, some of the panels weren’t working properly and it was causing the bill to be high. But they got the panels fixed and made adjustments to the bill. I am very pleased with Sunrun. I am also glad I went solar and I have absolutely noticed a difference in my bill.

I had a feeling that I would have to pay some during the winter months and I did notice that in the last few months, I have had to pay the electric company. But since it's the winter, I wasn’t really surprised. I just didn’t think it would be as much. It was like $50. It wasn’t anything exorbitant but I was thinking $30 at the most. On the other hand, I just got the system turned on at the end of summer so majority of the energy that I was promised it would generate probably wouldn't happen in just the latter half of the year. So I'm looking to see how much I would actually generate from January to December this year. I should generate a lot more energy starting at the beginning of the summer to bank for the end of the year. So I'm not displeased at all.

Also, I called Sunrun one time. I wanted to find out why I had to pay extra to Duke Power because a couple of times during the summer, it got up to $27. It's supposed to be $8.50 and I was having to pay for some kilowatts that it wasn’t making. The interaction with the rep was fine. He told me everything was working right. It’s just that on cloudy days, it didn't make enough power for the month to cover the regular bill. Overall, I'm satisfied with going solar. I’ve had a couple people ask me about Sunrun and I told them so far, it looked good.

A week went by, then another week went by. I finally called Sunrun, and they said, "Oh, well. Sorry. That ticket got closed. No, we closed that ticket. We're gonna have to start a whole new ticket." So I said, "Okay. Well, can we speed it up?" They said, "No, you have to wait. It's gonna be at least two weeks before we send out a technician." I said, "But you had a week going through this! I should be at the front of the line." It happened a second time so I called people, wrote letters and said, "I'm gonna tell Costco, this is not okay. And you guys are endorsed by Costco, and this is a nightmare."

That was really awful. It went on forever. Also, getting someone on the phone was hard and then I had to repeat the story. And then they would say, "Okay, we're gonna call you within the week," and then nobody would call. It was like dealing with an insurance company. It's like fill in the blank whatever your least favorite bureaucracy is to deal with. As a result, I thought, there was way too much competition out there for me to ever go back to Sunrun.

It turned out I ended up losing four to six months of solar and had to pay whatever the general rate. They ended up sending me a check for some portion of it, but it wasn't a lot. Every single person I talked to on the phone at Sunrun was really nice. But they were all young and new and in training, not well-supervised and didn't know the procedure because twice they closed a ticket that was in progress and then they were not able to bump me up and make it more of an expedited thing. Then when I went to sell my house, I had to do a roof inspection, which is normal. I called Sunrun and said, "I think, I need to remove my solar panels to do a roof inspection."

They said, "Oh, yeah, we do that all the time. It's gonna be 100 bucks a panel, so you've got like 32 panels." That was 3,200 that I thought, "Holy cow!" I never expected that, so that wasn't anybody's fault. That's why I'm not gonna do solar on my new house, as much as I believe in solar. One problem was because I wasn't Sunrun's original customer and because I owned my panels outright, I didn't feel like I was a top-tier customer for them.

I finally called the sales rep that I dealt with and I told him what was going on. I also told him that my next call is to Costco and I’m sure that they will not be happy about it. I was told not to do it and the rep got involved and things were better. When the technician came out, he couldn't find anything wrong and couldn't reproduce what we were noticing that was happening with the system. He said that he was gonna hook up wireless connectivity so they could monitor it more regularly. However, something wasn't working right for him, so he said that he will come back tomorrow with a cellular connection. He asked me if I was okay with it and I said yes.

Then, as he was walking up to the system, it started airing out, flaking and making all the noise that we were telling him it was doing. He was able to then pull the airs. It was a frustrating experience for me because I should not do a threat to go to Costco and that they should've been able to tell Sunrun that the thing wasn't necessarily performing at a level that it should have been. Since then, everything has been fine and I haven't had the need to contact anybody. Everything is performing as it should and we are happy with Sunrun now. It has been a great experience and I like being able to know that in the hottest months of the summer, we are doing our part to produce as much energy as we can and not in the way that's polluting the environment.

Original review: I want everyone to be aware to inspect their roof after Sunrun installs the solar panels. First they cut up my concrete driveway to run new wires, left a pile of mud for 3 months at my front door then told me to have it repaired and they pay me back. I have never gotten paid back. Months later I find a leak into my fireplace and living room floors. They sent out a contractor who stated to have it repaired. I had to have a new roof, floors and walls repaired. Then they send out their insurance company who wants to pay less than half of the cost of several independent contractor bids.

A year later they won't even remove the panels for me to repair the roof. I am having to sue them to repair over $15,000 in damages. This company is a scam to install panels and grab all of the state and federal money up front. Get a inspection of your roof and home. If you do not have solar yet stay away from Sunrun. They will not even give you their insurance companies name or help with anything at all. Study the internet. They have tons of legal lawsuits going on. Even for Fraud.

Next I was told that they messed up and that they would fix the area under the installation. So I get one of their e-contracts and buried in all the BS, is a line that said, I was responsible for $1700 to change my roof. I said no and they managed to call with some negative customer service. I got an email stating that I had decided not to go Solar. News to me! Bait and switch! Now, I have a electric company that cut my power. I ended up paying a month ahead so they would turn my power back on. (This would have never happened with my previous electric company TXU.

Finally, the "tech" who has been here too many times to count, heard the slamming noise. He gave some lame reason, that it was the roof expanding and contracting, really? It sure didn't do this before these panels were installed. Guess the roof expands and contracts at 3 a.m. too. Mind you, my last conversation with a SunRun rep, a manager was to be sent here, ha! We were told by the tech, they would take the system down and replace it, at our cost! We know this system was installed incorrectly, but, this company doesn't want to make it right! Am contacting every agency we can to get this company to make this right! They saturated this island with promises and a lot of people bought this bag of beans and are now regretting it.

Call came January 8th and Cole came out to inspect system found defective inverter and said it would be ordered. Called Jan 22 at 2:34 PM to check progress, was told part was in and someone would contact me same day or next day at latest. No call, so I called back Jan 24 at 11:21 and again was told I would be contacted that afternoon or next morning. No call so I called Jan 25 at 4:09 PM and spoke to Jess ** who told me part was not ordered until Jan 22nd and he did not know how long it would take! When I asked to speak to a supervisor he refused to transfer call or give me another number to call or even give me a name of manager or supervisor. The system is approaching 2 months of being out of service and this is not acceptable. SUNRUN please review the recordings of these calls and respond with some kind of solution, I am tired of being lied to. My account number ends in ** zip code in 29624.

Since having Sunrun, my utility bills have been either less or right about the same before I went on solar when combining my utility company and my lease payment. The only thing that they could improve was that they should have a quarterly communication with the customer about their service ‘cause frankly, I don’t go in and check how much I generate so maybe, a quarterly report to reach a customer would be nice. Other than that, the dealings with their representatives have been great.

They agreed to remove the panels but they would not cover even 1/2 the cost of replacing the paper on the roof. I explained that we have not had any leaks in our house in 12 years, but after the installation of the panels and multiple men walking on it, we had about a dozen leaks... I don't think this is a coincidence. The lady from customer service that initially spoke with me said they would cover the cost of removing the panels for a roofer to replace the paper, but nothing else. Since I am afraid of more rain and thus more damage to my home, I agreed to this for now. I tried to set up an appointment to have the panels removed so the roofer could get started, but after five emails to this lady (Joyce), I have not heard a word, so my roofer sits idle and we worry everyday about more rain and more damage to our home. I don't consider this a company that gives quality service and stands behind what they say.

Enrolling with Sunrun was very simple. Ron oversaw everything and he was a good contact. Also, Sunrun is the provider of solar over at Costco where I work, and Ron was repping there at the time so if I had anything, I could just go and talk to him. Then the people who did the installation and subsequent repairs were fabulous. I always treat anybody with respect. So when they were here, I would ask them if they’d want something to drink, and they always seemed to be appreciative of that. Also, we were informed of every step of the way on the installation. However, we’ve had a little difficulty with the follow-up afterward.

The Sunrun reps have been right there to take care of the follow-ups. But the communication wasn’t there. The first time we had a bad cell, a tech gave us a call and then it took another four weeks to get a cell, which went well. Then recently, the second cell went out and the Sunrun rep said that they would be replacing the battery. But there was no contact and then a gentleman just showed up unannounced to look at the cell. We were lucky that we were at home. After he confirmed that the cell had gone out, he said that Sunrun would be in contact with us, but no one did. I had to keep calling to ask them what was going on. They said that they had ordered a new battery for us but when I asked when it would be here, they didn’t know and asked me to call them back some other time.

In the customer service aspect, they ought to be saying that they will notify me. But I’ve had to call them every time. It needs to be the reverse and they need to call and let me know any updates. Also, they told me the arrival date of the battery, but they said that it was if the battery did come in. Then when the battery came earlier this week, they said that they would call me on Friday to make sure that I was still set up for the Monday schedule. Other than that, we’ve been very happy with Sunrun.

We were just hoping to lessen our electric bill, and we didn’t think we would see a tremendous reduction financially. On top of that, we added a salt water spa outside and we told Ron about that. We had the option of adding additional panels or not. But we’ve been very impressed by the efficiency of the Sunrun system. Our bills were usually about $200 to $250, and now the average bill has been anywhere between $20 or negative $20. With the cost and with all of the incentives, it was a great deal. And if people ask us, we always refer them to Sunrun.

When I go online to look up Sunrun, I look up my account. It says I owe them money and I don't. But they stopped rebilling me. I haven't gotten anything in writing. It's just online. It bothers because they're not pursuing it, I'm not getting billed, it's just why they didn't just delete that and be done with it. Just straightening out the bill would be nice. Other than that, they did a good job. The panels seem to work well. The people who sold it did a good job too. So, we're comfortable with it. We're also happy with it. The local electric utility owes me money because we give more back to the utility than we use from the utility. We don't have kids at home and that makes a difference. But I used to be paying $90 a month for my electricity with National Grid. And right now, I end up giving them 120 sometimes.

Going solar is the best thing that could happen to anybody because I'm not worried if there's a power outage as I got power and I don't have to pay all that extra money for electricity every month. I just got one little payment and that's it. Sunrun makes my life a lot easier and I don't have to worry about paying the electric bill, wherein if I'm using too much because it's based on how much I use when we set up the program. I would recommend Sunrun to anyone who thinks about going solar because the process was so easy. They came out and explained everything to me. They told me what was going on as they were installing the system. And then when they finished, there was no mess up.

Sunrun's customer service has been good. One lady sales representative responded well and the technical staff has was good. The one fellow always got back to us. He has come down here and gone through some detailed explanation of trying to figure out what went wrong in the last thing. However, we're still going through some difficulties in getting things checked out with Sunrun. We had a complete power failure and the system didn't switch over into our battery back-up. The battery thing didn't work to switch over and it had something to do with the component section that is with SolarEdge, the company that has a backup-type thing that is supposed to switch it over. It was a fault of a nine-volt battery inside the computer that was low. The people that are monitoring the thing 24/7 saw the battery low, but they didn't report anything, and we found that out. That was supposedly SolarEdge, not Sunrun, and it affected the system.

Sunrun is still working on some of the details. There is a bit of a design problem. The other thing that screwed up the whole thing was PG&E not changing us over even though they recognized it. We went a little over four months where they kept charging us. It was a problem until finally, we got on a joint call with Sunrun and called PG&E, and PG&E acknowledged that they screwed up. I went back and fixed things. The follow-up was fine and we're assuming that the battery issue has been fixed but we won't really know until the power issue happens again. At least I have some idea what to check and what to do. This is a real disaster and it's not gonna be fun. Still, Sunrun followed up on the issue.

I love Sunrun. Their rep, Sergio, was very educated on what he was explaining to us and was very professional. Enrolling in their program was very easy. Once I got a few things taken care of as far as the accounting records in the house, the transition was very, very easy. The people came out and they did an amazing job. Now that I've gone live, I am absolutely pleased with Sunrun. I still am amazed at my bill each month. I anticipate the bill each month just to see how much I have saved. Sometimes it's exciting for me to open up that bill. I'd tell others that enrolling with Sunrun would be the best decision they could make as a home owner. Their customer service was totally outstanding and I'd recommend them 100%.

They told me it was not gonna be a fast thing. I was told that we would have to go through different perspectives with different people. I was told it could take a month or longer depending on how busy the city was because it would have to go through the city. I told them that was fine. That was on a Friday and on Monday morning, I had inspection papers put on the handle of my front door. That Thursday, I had Sunrun out and they put the panels up. Then the next week, some guys came in and put stuff up on the outside of the wall that controls the system. The city came out that Friday and looked at it then in the next week, it was turned on. The whole thing was done in two and a half weeks. I was so surprised.

Everybody was so helpful and Elizabeth was absolutely fantastic. She kept me grounded because being a first-time and only-time solar panel person, I didn’t really know what to expect. She called me almost on a day-to-day basis and we got along absolutely fantastically. The first time around, she told me who she was and that if I had any questions, be sure to ask. I thought the process was gonna take a long time. She kept me calm and she was with me every step of the way. I was so thankful that I had her, letting me know what to expect. By the time anything was getting done, I would be calling her. I called and told her that when I got my paperwork that Monday. She couldn't believe it and she said that they don’t do it that fast. When I called her back and told her that everything was done in two and a half weeks, she said it was unheard of.

I was absolutely thrilled and I’ve had no problems with it. I haven’t had to do anything other than sit here and enjoy it. The sun doesn’t always shine but that’s okay. I’m 79 so I don’t do a lot of this and that. I wash the clothes about once a week. Plus twice a year, the state of California gives you a discount through SDG&E. With my first discount, I had a credit on my bill of $27 and somebody sent credit that I didn’t have to pay any money. Since May when that came in, I haven’t had to pay any part of the gas bill. It’s gonna be under $13 but I still have a credit. I have recommended Sunrun and I’m happy to do it.

Then, one guy came and did a site survey of a couple of different sites where he thought the equipment worked. There was a place outside the house where I thought there was more than enough room and it was on the correct side of the house. But a lady from Sunrun was adamant that the equipment could not be placed there and before they would sign off anything, I was forced to put sheetrock in my shop where I did not want the equipment. Then, when the guys came to do the installation, they told me that they could put the equipment where I wanted it. So that was a frustrating issue. I went round and round but in the end, they were able to put it right where I had wanted it to begin with. It was on the good side of the house where there was plenty of room and the sun would be hitting it in the afternoon. It was perfect.

Other than that, the last sales rep who came out was good. He took a lot of time trying to explain everything because a lot of stuff was going over my head. But he was good at explaining. He even said that if I ever had issues, I could give him a call on his direct number. He was very nice. Still, the process took two and a half years. I kept getting switched around from project coordinators and there were permit issues. In the end, what we've seen was a slight difference in my bill. In fact, my bill from HELCO was way up and I had to pay about $60 to $70 more with $86 from Sunrun. Since the cloudy weather could be a factor, I'll keep track of the issue till next month before I reach out to them.

We got a call from somebody who monitors what’s going on with installations, and they told us that our installed units were only putting out about 80% of what they should be putting out. And they asked us if somebody could come over and inspect. So, I said, “Sure.” She gave me a local number to call for inspection, and it took a couple of tries before I finally got somebody over. But a fellow came out. He looked around and then reported that it’s shade. We have a lot of old oaks and several of them are over 50 feet high. And we expected some of that on the west side of our house late in the afternoon because those trees are farther away. There’s one large one in front of the house, and the panels are shaded until about 10:30 or 11:00 in the morning, even when they’re in full sun.

I called back and was a little concerned because obviously the property and the roof have been surveyed and planned before the panels were installed. And that should’ve been taken into account with those trees and what effect they have. I left a couple of messages, but I haven’t heard back. We ought to call and do something about that again. In fact, I read the contract in their arbitration provision, and we're wondering if we ought to be arbitrating about what we paid and getting some of our money back, or have Sunrun come out and give us whatever it takes to get a 100%. We have a nephew who’s very knowledgeable about this stuff. He said all we have to do is to install some more panels, and it won’t cost us.

Sunrun is very good to deal with. I was very happy with the salesman. He did a very nice job with convincing us to go with them. And the people that we have dealt with have been exactly on time when they said they would be here. They have done what they needed to do. Also, when my wife told me we get checks occasionally from PG&E, we feel very good. That’s lovely. But it’d be nicer even if it went out down further and the checks got bigger.

Those guys at Sunrun were incredible from start to finish. The installers, Ellie and the crew in general that we got was on it to an amazing degree. They got us hooked up with our links to plug in our car while they upgraded our panel. The guys were fast. Submitting the permits and permission to operate took less than three weeks. It was completely unheard of with battery back-up.

Everyone from PG&E to Sunrun especially, was like a SWAT team. They were up there and everybody had their part. The electrician was fantastic and so was PG&E. Those guys were up on our roof and everything was top-notch. We've been live since sometime between August 8th or 15th. When the power goes off in our town at 5 AM, we're the only ones with coffee in the whole city. The people at Sunrun are all great and we are very satisfied with our decision to go solar. Ellie and I are gonna do a presentation to my neighborhood soon to talk to other people.

It was easy enrolling with Sunrun. It was just the waiting process, which I know it wasn't Sunrun's issue. It was the town who will give us certificates. But other than that, the process was easy. However, the utility company screwed us because they were still charging us. I showed Sunrun the information that we were available and open and we even waited for them to say it was okay to use even though we could have used it before the timeframe. And then, they finally gave us credit for the timeframe.

I got multiple information of different people who were helping me. But my go-to person who I would talk to only had preliminary kind of information. So when I would go and talk to them, they'd give my number to someone else. The rep only gave me information to tell me when they're coming out, but they should also let us know who I needed to contact first. That was the only issue.

I enjoyed going solar. I already told my rep that I want the battery. When we had ours installed, they just installed the first pilot without battery. So, I'm waiting for their approval so we can put the battery. The main reason I went solar was the power that I can still use some power from the sun, and I can't do that without battery. So, I'm waiting for the next stuff. I'm seeing what the next procedures are for that. Right now, I'm leasing it and I'm waiting for the next five years. The rep told me of what the prices would be after five years for the option to buy.

However, if I go fully into the solar panel, I'm still gonna get a bill from my utility company because I can't completely be off the grid. So, if I am not making enough of solar panels, then am I allowed to buy more panels to cover that amount that I'm getting? That's the only question I'm not sure of. Because the point of solar is to be able to cover and if they tell me that I can't cover, then I should be able to get enough to cover everything. If I wanna add things to my house, I wanna also be able to now go over. If I wanna switch all of my appliances that uses gas to use only electric, then it's gonna use a lot more, so I need more panels. So that's the question I have, if that's available in the future.

Furthermore, when we did the payments, for some reason, when I get on the app, it would tell me different numbers of what I owe. I have my monthly plan and that's set. But my wife didn't make it automatic until five months later. So, we would miss about a day and we'll pay it. But then it'll show for that whole month the missed payment even though I paid it. So, if I went online and looked at it, it was perfectly updated. But it wasn't through the app. So, if we can look at it and say, "No, I paid it. Why is it showing that? Why is it showing those past due? ", and then I paid again, it'd still show the odd number. Other than that, everything is perfect.

On the day that I was supposed to turn the electricity on, Sunrun told me that I was supposed to go in the garage and turn the levers on. I did that and it worked, but it scared the hell out of me. I wanted them to do that and I couldn't believe that with a $20,000 system, they couldn't send somebody to my house to turn it on for me. Then, after everything was done, I called up and told Sunrun that I saw two doves die from electrical shock. I asked them how do we address that and in the end, I had to go find another firm to do the critter guards. I wish Sunrun talked to me about that and had that as part of their system. Also, there's no way to clean the panels and I have to go find myself a way to clean them if they get dirty. So there is no follow up service plan with Sunrun.

Sunrun's reps were very good though when I called them up in a panic because initially, I didn't understand very well why on a cloudy day, my production went all over the place. So, I complained to some of their people. But one of them told me that since I bought my system, I was no longer their concern. I found out who’s the head of that company then I called right away and told them what I was being told. I made this big investment and it's not like I could call my local electrician or plumber about it. And out here in California, PG&E has been trying to help solar people but they’re such a mess of themselves right now that we don't have them behind us to help us.

Another thing that's still very unclear to me is how to get a new panel if one of my panels breaks. Aside from that, I got my system done in June and when Sunrun came out with this battery, I wanted it but they're telling me that I can't have it because I'm an old Sunrun customer. So I'm not able to have a battery where my extra electricity would go into and if the power goes out, I don't have my own battery there to back me up. I also heard that people are having struggles with the one bill that they get at the end of the year. Depending on how many panels you have, your bill could be 1,000, 2,000, or 3,000, and it would be hard to challenge your end bill. Plus, the electric company is supposed to be buying back my electricity but that's very foggy, too. I've heard that they'd pay us 5 cents a kilowatt and they charge 45 cents a kilowatt for people to use our electricity. That's why I'm really big on wanting my own battery.

And because PG&E is having such a grid problem when they wanna do their growing turn-offs during the terrible summertime, I would like to have my own electricity from my battery to back me up when the lights go off. But Sunrun told me that the box wasn't compatible with the solar panels and it made me feel like they dumped their old inventory on me without telling me that those people that got installed in July were gonna be the only ones to have the battery.

Apparently, all of Sunrun's money and resources are going into getting people up and running and they do that very well. But when it comes to aftercare or even explaining it, they need to put some smart people there who'll be able to talk to customers because people get scared. Other than that, Sunrun's product is amazing and their service all the way up to the installation of the panels was fabulous. In fact, the people I had on the roof who put the critter guards on said that the panels look very good. I've also had electricians work on other things and they said the panels look amazing.

Signing up with Sunrun was a very easy process. The salesperson came to the house and made it very convenient. He went over diagrams and price comparisons and what Sunrun offers. He made them easy to understand. He was great. Also, the installation went well. But I wasn’t happy with the job manager at all. He was very hard to get a hold of, very bad at returning phone calls and answering his phone. When the crew had problems, that manager delayed almost everything. He never responded until after everything was done. He’s awful. Also, I learned that even with solar, we're not protected from blackouts. We’re still connecting to the grid, so when blackouts happen, the grids go down. Still, overall, we’re saving a ton of money with solar. Though I wish that we would still have power during blackouts, Sunrun is a great company overall.

After the system was installed, I had some difficulties with it as it wasn’t producing what it should’ve been producing. So, I had technicians come out two or three times to see what was going on and they told me it was because I had the battery installed. Supposedly, I was the first one with a house battery installed in the area and they did everything correctly, but I had a lot of emails from PG&E indicating that Sunrun had not submitted their proper information to them. So, it took a while to get that organized and corrected.

After that was done, I was told to look at my true-up bill and how much I would be paying. My contract says Sunrun guarantees around 93% up to my average usage. But with my first couple of bills, it seemed like I didn’t have solar at all. Also, according to PG&E I consumed 9,000 kilowatts, and Sunrun told me I produced 12,000 kilowatts. So, the system overproduced but they wouldn't give me a credit. I called them up and asked for someone to call me about that but no one contacted me.

I also had claims put in because I couldn't see my consumption but I never heard back from the first claim I made. When I first started with Sunrun, I used to see on a daily basis what was going in, what was going out, and what was going back through the grid. Now, I get a grid that shows me the battery, the grid, and what's going back to PG&E, but that's not always accurate. I'll be on there one minute and I have no line. Then if I go back there another time, I'd have some lines, so I'll try to get that done.

I got my bill from PG&E today and it says I consumed 526 kilowatts while Sunrun produced 221 kilowatts. That’s okay considering it was for the coldest time for the month of December,. But as I looked for the month of November, it said I consumed 491 kilowatts and produced 347 kilowatts. I have a pool and I know it goes on, but I wasn’t here half the month. So, I wanna look at my consumption as in some cases, it just doesn’t add up.

The solar panels were installed by the end of May, but they didn’t get activated until the end of July. During the installation, my ceiling got destroyed but Sunrun has been perfectly cooperative and responsive. I just need to get a contractor to come out and penetrate the roof to see whether or not the insulation got destroyed and I’m negotiating with Sunrun's legal department on what kind of release and waiver and etcetera. My understanding from research in the industry is everyone screws up in the part of the installation. Any house that has a ridge top almost always gets screwed up in solar.