Sunrun

Updated on 01/11/2023: I had written a "not so very rosy" review of Sunrun on the 01/03/2023. On the 01/04/2023 Krystin from Sunrun responded by apologizing, and they have a "ton of apologies" in their store but no meaningful action comes out from them. I sent her a private message and that was it, No phone calls, no emails. No response at all from Sunrun. You just cannot shame them enough to make them tick. I had started the process of getting a technician on the 12/03/2022. It is 38 days already. My house is leaking like a sieve and Sunrun doesn't care two hoots about you or your property as the only care they have is to make a sale. After a sale,... crickets. I would not install their panels even if they were the only solar company left on this planet and even if they were totally free. And I still await a technician to show up.

We have had Sunrun solar system for little more than a year. Everything ran great until last night. Multiple Bedrooms that connected to the Sunrun Solar System lost power. I contacted Customer Support, and they said they would not do anything until we could get electricians to verify the problems in the Sunrun Solar systems, including power breaker panels. If you look at their warranty or website, they say "worry-free" warranty, which covers equipment repairs and replacement, including parts and labor. I am so disappointed, I wish I had known this ahead before jumped both feet in.

On May 16, 2022, Sunrun removed my solar panels for new roofing and were scheduled to reinstall the panels on June 28, 2022. The unexperienced install team was a complete disaster-after installing and uninstalling several times over a period of three months, they completely destroyed my brand-new roof. I was informed the entire team was fired and Sunrun paid for another new roof. After the new roof was completed in November, I reached out to Sunrun to request new panels to be reinstalled as the old ones have a lot of wear and tear due to the unexperienced team throwing them around and scratching them through our concrete driveway.

I was so excited to finally purchase my solar panels. The entire experience has been so stressful. I can’t get consistent answers from anyone in the company. Everyone has a different answer for the same problems. My solar panels were up and supposedly running for a month. I kept calling the company telling them that their app wasn’t showing any production. Finally after multiple calls someone came out and it was found no one had turned the system on after I was assured it was turned on. I wish they could take them back and I could find a more responsible company. It seems like they have very little employee training starting with sales all the way through. There was no option for “0” stars so I had to give them a one star rating.

Purchasing with Sunrun was good but after they make the sale, they don't care about you. It took a long time to get the product activated.

I got a call from Mike out in Ohio regarding my inquiry on solar energy and he was very professional and personable. He was genuinely a nice individual to talk with and I got a good feeling with him. He provided information about the company and gave us a proposal. His recommendation was to a purchase system versus a PPA or purchase power agreement. The numbers, however, just weren't there.

Not customer concerned. They ignore any request for information. The do 'not' return emails or phones even when they state they will do so. They claim that the system is working and in reality it is not working as sold or designed. Avoidance is their approach and process to issues, along with railroading the customer. I have also experienced false claims/statements.

2 Things happened this year. One is that we had a leak under our solar panels, and the other was that our inverter for the panels wasn't functioning properly. Sunrun couldn't handle our having 2 problems, let alone tackle one. My husband called Sunrun 12 times over a few months' period with promises that Sunrun would get back to us. Finally, Sunrun sent out a team to remove the panels so we could fix the leak. The team came out and said they couldn't remove the panels because they didn't have the correct tools because our panels were "so old" (we've had our panels for 8 years) that they stopped making those tools anymore.

We battled with Sunrun for 9 months. In brief, they don't use a stud finder to find the joists, they instead drill multiple holes in the roof to find the joist. We had water leaking from a dozen spots in a new roof. They took the panels off to have the roofing company put on a new roof, then reinstalled the panels the same exact way. After the first rainstorm, water was dripping from multiple spots. We had to fight to get the panels removed and off our property, then have the roof repaired again.

I like the idea that Sunrun is a leased program. I looked at some other ones and it was gonna cost me at least $20,000 upfront to buy these panels and get them put up on the house. Sunrun was very professional in working with me. We ended up having to have units that would come in and upgrade my electrical service to the outside box. But other than that, it was a very good process. I'm very impressed with their crew and the work they did. For the summer months, Sunrun has done beautifully. But with winter coming on, I didn't realize that it would be that significantly dropped as far as how many kilowatts I get per day. But on the whole system, I'm very happy.

The sign-up was okay. They did the measurement and gave me the numbers. However, the install was horrible. Once I started making automatic payments, they were not getting back to me. They didn't return my calls. I called everywhere but no one helped. They completely ghosted me. I ended up escalating through Costco. Sunrun finally got back to me after three months but I must have called 50 times. The pains of going through it makes it not worth it. It was a horrible experience working with them. They outsource all their services through a third party and whoever's managing it just don't care.

In the beginning, it felt good because the rep kept answering me. But after the panels were put on and after getting the first bill of Edison, she hardly answered me right away. I don't want two bills. I was told I would only gonna get one bill from Sunrun and I was going to be having credits. Right now, I'm minus $48 and some change of credits. But I like Sunrun so far. It's saving me money.

All questions were answered, so I was happy with Sunrun. They were timely. I could talk with them and the work was good. If I got a problem with something, I gave them a call. Everything with Sunrun has been fine with me, so far.

I asked the team a few questions and they answered them. They were courteous and informative about the process. And so far, they were all good. They went into full detail about how they would go about checking the roof out and installing, about whether I would have problems with the roof or about leaks, and how the process went forth with them installing everything on the roof. Angelo told me that acquiring the permit would take until December or maybe even January, but they came out a couple of weeks ago and it's already up and done. They got there 8:00 in the morning, and they said it would probably take them until 2 o'clock, but they were finished by 12:00.

A rep talked with us about the different packages deals Sunrun had. We also had someone come and look at the house, and give us what would be the best fit for us. We chose one and will have it put up soon. The signing up was a good experience.

Sunrun gave me all the information I needed to make a decision. Also, they weren't pushy on trying to sell me a solar system. They understood the situation that I had, and the timing for me. They asked the information on my house. I needed to send in 12 billing cycles of payments from PG&E and that would lay the foundation for exactly how many panels and wattage usage that I would have or the amount of electricity that I use.

I know with permits, that can take forever. But it has been such a night-and-day difference from the first company that we had talked to, that there are a couple friends of ours who are looking to go solar too. I said, “When y'all are ready, let me know, because this company has been so great to work with.” I could not be happier with how things have worked out so far. It has been seamless and quick.

The quote was a bit high.

Sunrun's product goes through a central inverter while SunPower's panels have individual micro inverters. Also, SunPower manufactures their own equipment and I could buy the system from them instead of renting it. So, I ended up going with SunPower. But Sunrun is a good option. That's why they are still with Costco, because Costco wouldn't have any second-rate vendor. Sunrun's rep was also great and very informative.

Sunrun's reps were very helpful, especially when they were trying to come and do a survey. The person who was drawing out a plan for me was very nice as well. They came up with a very detailed plan on the prices and I even requested them to give me different scenarios for the plan so that I could plan a little bit better. Then, since I have contact with other companies, they don't seem to push for a house survey because most of the time, they're just looking at the map from Google and they have all the information they need.

Sunrun was knowledgeable and straightforward with everything. They had clearly laid out data and what they were offering seemed to seem to make sense. Most of the data was sent over email, and conversations were had over the phone for following up on that data. They helped explain different options and pricing, and were courteous. So, it was a good experience.

The workers were good. I never had to second guess anything. They were on top of it and did what they were supposed to do. I like the app too. However, the company organization is horrible. Sunrun is the worst company in the world. They don't return phone calls. They don't follow up with what they say they're gonna do. It took them a year to do what was supposed to be three months. I wish I'd gone with someone else. I told a couple of friends of mine anybody else but Sunrun.

I have my Sunrun solar panels for 7 years and noticed solar production started reducing over the last 18 months. It took several phone calls to Sunrun before they recognized an issue and agreed to send a technician. When the tech arrived they had a device and could see that 11 out of my 43 panels were not working. They indicated that they will need to order optimizers which are back-ordered and could take up to several months. The technician indicated that new Sunrun installs will get the priority. I am now making 30% less from my solar panels while Sunrun puts resources to new installs. I have a problem with a company that cares more about new customers and less about existing customers. That's a poor way to conduct business.

We liked what the Sunrun salesman had to say. Our experience in enrolling with Sunrun was great. We didn't have to worry about anything. They did one installation, but we weren't getting enough solar power. They came back this year and put more panels up. We're doing a lot better now. However, I don't like the customer service now. It's hard to get ahold of the right person. I don't find them helpful. It was better then.

They have me wait for 5 months to finally turn on my solar and when that happen I began paying the loan days after the solar turned on. Completely unacceptable, then when I tried to talk to someone they ignore me and stop responding to me calls and email. I will make everyone in my neighborhood know about this. Terrible.

We went through Costco and they have the process down pretty good. They had good follow up. The biggest hurdle that we had was the delay from PG&E. They dragged their feet for months for an inspection even though the project was signed off by the county and Sunrun. Also, the installation could have been better. The guys were all good but there was stuff left over everywhere, which you normally wouldn't find with a local contractor. And we had just painted our house and they were using their ladders to get up on the roof. I had to repaint where they had their ladders against the roof because they were doing raw metal-edged ladders instead of running a pad along it. They could have done a little bit better with their duty of care.

I was very happy with Brooks, the guy who came and evaluated my solar. He was a really great guy. But when it came to the people who were supposed to help me, they were the worst. The first one I had was Caitlyn. She was very ecstatic at the beginning. Then after that, she just totally dropped off. She would not respond to any of my phone calls, my messages and my emails. Brooks had to intervene to give me another person to talk to. But they were pretty much the same. I sent Caitlyn an email saying, "I would like to speak to a supervisor." But I'd never spoken to a supervisor the whole time. That was one of the worst customer services I ever had.

I liked the installers. They were courteous, professional and efficient. They knew what they were doing, and they seemed to understand how to deal with people.

The rep that they sent out was pretty good at explaining all the technical aspects. The people that were involved with the Sunrun district manager were very nice and professional. But in the beginning, there was some deception there, particularly around the financing. I paid $8,500 to finance $30,000 worth of panels. Then Sunrun came direct to me and I pointed out that under the Costco program, I should get $2,000 or $3,000 worth of Costco cards. I ended up getting 500 and then they said, “Well, we’re gonna give you another 500,” which still didn't make up the difference. So I didn't get what was promised with the cards. I called up the district manager and he wasn't cooperative, and just left it at that. I don't have time to follow up all the time trying to get done what they're telling me that they were supposed to do. So I didn't realize it.

The first month was okay. But now, I'm having a problem because they billed $400 and the solar is not working. I called Sunrun, and they said, "Oh, yeah, we're gonna open a case, see what happened." But until today, nobody called me. Also, the guy who did all the paperwork said, "Oh, I'm gonna give you $1,000, I think, $1,000 gift card." But they never gave me anything. I called 100 times, but he never picked up the phone again. After we've closed the deal and they installed the solar panel, he never answered the phone again.