Customer ReviewsforSunrun, Inc.

Worst customer service I've ever had. They assign somebody to any issue you have, from the system being down, to transferring with the sale of your home. Once that is done, nobody will help you, they just refer you to case manager, and it's worse than the dead letter office at the post office. It should take 2-3 weeks for somebody to process a transfer, especially when you had an effective date, and payment already made. Their billing department is inept at best. They used to be good, until they moved everything to **** and clearly outsourced the customer service to the cheapest foreign company they could find. Nobody from their online chat or phone sounds anything like the "****" or "*****" their customer feedback surveys said you talked to.

Hi *****! Thank you for reaching out and letting us know about your experience. We're sorry it was not a pleasant one. If there is anything we can do in the future to assist you, please reach out to us directly at *********************************** Thank you!

SunRun web and contact/chat is not active. They do not respond. They told me that maintenance was included in the Lease Agreement. That they would come out yearly to clean and do a system checkup and after going on 4 years, they have not shown up once and do not respond to my requests. I have talked with other people with whom they have done the same thing. They have no sense of professionalism or customer service. Don't even know if they are even still in operation.

Hi ******! Our chat is active on the Sunrun App. We'd be happy to look into this and see how we can assist you. We've located your account and will assign an expert to reach out!

I have solar panels. My Sun Run solar panels were removed in March 2022 due to the ***lacement of my roof. I called Sun Run several times to advise my solar panels need to be placed back on my ******* addition, Sun Run is trying to make me pay for charges I do not owe. I have not had my solar panels for almost 3 years. A *** from the company came to my home in March 2024 to redesign my solar panels. I have tried to call them back several times and no one responds.I sent an email to the CEO and VP of **************** and no one responded.Sun Run is the most unprofessional organization I have ever had to deal with in my adult life.

Hi ******; we're so sorry to hear about your frustration and the lack of communication. We have located your account and assigned an expert to reach out and help you further. If there is anything else we can do, please do not hesitate to reach out to us at *********************************** Thank you!

After installing Sunrun, I was given the app, I monitored my Solar and yet I still receive a energy bill from PG&E for 300$, I call Sunrun about it and they dont give me a proper answer, they tell me that PG&E is wrong and it makes me question why my Home is pulling energy from PG&E even though I generate more than enough power. So I pay my 200$ sunrun bill, including another 300$ PG&E bill. The sales *** promised we would get ***** kHW a year and it seems like were not getting enough even though the app says we are. No technician would be sent out either because they claim nothing is wrong with our Solar.

Hi ******, we're so sorry this has been your experience. Savings can vary depending on a few factors. However, we are going to do everything we can to see how we can resolve this. I look forward to turning your situation around! *** assigned an Expert to review your account and reach out to you as soon as possible to assist you further. They can take a few business days to reach out to you, so please feel free to send us a private message if you have any questions or concerns. I appreciate your patience!

This company has people going door to door soliciting in my neighborhood in clear violation of the *** Rules, and against the prominently posted No Soliciting sign. Ours is a senior community, and many people here struggle with dementia and other cognitive issues. Sunrun's sales people, who are apparently 3rd party solicitors for the purpose of earning a commission on their ability to lure people into signing a contract, lie and misrepresent what the cost to the homeowner will be after installation. Once the fine print, voluminous and hard to discern the details of the contract is signed they have the homeowner on the hook for the entire term on a LEASE - registered to go with the property even after a home sale. To make matters worse, they miscalculated the energy needs, installed an inadequate system that - while functional - does not produce enough energy to offset the power companies bills AT ALL. Our bill from last year from APS here in ******* was actually more, not less. Now there's a monthly lease amount that they keep raising little by little, leaving us with an EXTRA $100 per month in expenses. Their representatives are rude, and simply post a legal notice to us that we are liable for the entire contract and payments, then they stop communicating when we tell them we want it removed, if they can't add panels to make it do what they promised us it would.

Hi ******. We were unable to find an account under the name and email provided. We would gladly investigate this and see how we can best assist you. To do that, please send your service address along with this review to us at ********************************** so we can personally assign an expert to help you.

My system has been inoperable since March 2024. No one ever contacted me to inform me that my system was down. Once I was aware of this, four months later, an appointment was scheduled for Aug 17th for a repair (this should've been done back in March when the system went down). The technician never showed up on that day. All I received was an apology from the manager and rescheduled for Sep 13th. Again, another no-show and the same old script with a new scheduled date of Oct 9th. If they do show up on this date, that'll be eight months without my solar panels' production.

Thank you for reaching out and letting us know, ******. We're so sorry this has been your experience, a no-call no-show is never acceptable. I look forward to turning your situation around! *** assigned an Expert to review your account and reach out to you as soon as possible to assist you further. They can take a few business days to reach out to you, so please feel free to send us a private message if you have any questions or concerns. I appreciate your patience!

I got stuck with Sunrun which has poor customer service. It took almost 2 years to get them to remove the solar panels on my house so that we could get our roof repaired. Now the solar panels are sitting on the ground because nobody will return my calls. Nobody from Sunrun will communicate with you after the sale. We haven't missed any payments payment. The Solar panels are sitting on the ground at my house.

Hi *******, we appreciate you reaching out to us and are so sorry to hear that it's taking longer than expected to remove your panels. We've located your account and assigned an Escalation Expert who will review your account and reach out to you as soon as possible to assist you further. If you have any questions in the meantime, please don't hesitate to send us a private message. We look forward to turning this situation around for you.

I thought buying a house with solar panels would be great, but so far I have had nothing but problems. I have had technicians come out multiple times to fix them, and each time my bills have spiked but there is nothing I can do because I have to wait weeks to schedule a technician. This time my bills spiked extremely high and when I called Sunrun, they told me that the panels were underperforming by 5%. We scheduled a technician (it took weeks for them to come out) and the *** told me that multiple of my panels were not working at all and he would have to put in notes to let them know to order new panels. I called later that day and they told me I have to wait 5-7 business days for an analysis to be done before they can order the panels. Once they order the panels, it takes weeks for them to come into the warehouse, and only then can I schedule a technician that would take a minimum of 2 weeks to schedule. After 7 business days, I called and they still hadn't reviewed it. I finally got to a manager (she was awesome) and she sent a personal note to them asking for them to complete the analysis. When I called back days later, I didn't get a response multiple times and when I finally got through I was told they can't order the panels yet. They first have to have a technician come out to do a mag test. Again, this was a minimum of 2 weeks before a technician could come. Yesterday was supposed to be the day they came and did the mag test and they never showed up. I called this morning to ask who could come out today to do the mag test in order to get this process moving, and they said the next available day is the 17th. Only after the mag test call, we order panels and then schedule a technician ONCE THE PANELS COME IN. My bills have more than tripled and it will still be at least a minimum of 5 weeks before they can get someone to work on them. For anyone getting solar panels, I would highly suggest going through someone else than Sunrun.

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

We've had this company about 4 years now.. it has been so horrible. we've had our battery break 2 times now and with the first break it took almost a year to install our new battery with that being said you can only imagine what our electricity bills has looked like. double increase. on top of that they let it go for months without even notifying us the battery is broken. we find out thru our electric bills with no productivity being shown. I know there is a terminal on these systems so show system failures so why are we not contacted. why am I the one reaching out asking for what's going on..with that first break they only compensated us $90 a month towards our bill.. our panels cost us about $150.00 a month not including our electric bill that skyrocketed to about $850 a month because we had no idea our system was not pushing power. evidently when being helped with looking over our electric bills our panels has been defective and pushing power for us fully.. on our second break it broke in may and we were not serviced till august only for them to tell me that our battery was broken.. knew that now they are saying battery is on order and it will take about another 8 weeks for it to come in and they don't know how long before it can be replaced because of technicians and time. I'm trying to get help with finding a lawyer to see what we can do about this company it has been chaos and a financial burden.. we've had to pay thousands to cover our electric and still pay for solar panels and a broken batteries that don't produce anything. we got solar to help but its not helping at all with this company .its like they are trained to say the same thing every time you call no help, no compassion .I want this company off of my roof.

August, we appreciate you taking the time to reach out to us. We are so sorry to hear that you are having issues with your battery and our team would like to look into this and address any other concerns you have. Please send your service address to ********************************** so we can confirm your account information. Thank you!

Sunrun never showed up for a scheduled appointment, nor did I receive a call or text informing me what was happening. It was only after I call customer service did a technician text me back saying they needed to reschedule. I had to take time off work and lost a whole days wages. I would not recommend Sunrun to friends and family after this.

We are genuinely apologetic to hear that our team did not show up for your scheduled appointment, *****. A no-call no-show is unacceptable and we would love the chance to look into this further. In order for us to look into this for you, please send your service address to *********************************** Thank you!