Sunrun Reviews

Inverter stopped functioning within 6 years of use. Have waited over 3 months for Sunrun to address the issue while our system remains down in the high production months. They estimate over 2 months for the inverter to arrive (could be 6 months?!) and up to 30 days to schedule installation ("depends on region" and no ability to provide a better estimate). The service is untimely and the communication has been pitiful. After sending emails for weeks and receiving no response, I spent 40 minutes on hold and speaking to an overseas agent without a clue (not her fault) only to finally reach a "case manager" who confirmed that indeed an inverter was on order and that we could wait a couple more months before the system would be functioning again.

I am very surprised how disjointed this company is. My first salesman was good at presentation and understanding his product. I signed a contract with him, then he left the company. It has been a joke ever since. My new sales person was nice but when he tried to put his name on my contract he voided my contract and could not get it back on the system for me to see. Implementation called and said the contract was active regardless. However, it was not accurate with my expectations of what I signed. They proceeded to get the county approval for installation from the county. Then the contract person called and confirmed my contract was what I expected. HOWEVER, I just got an automated email that said they were sorry that I was cancelling my contract and would I do a survey. Really? I have cash in hand and their automated system is cancelling me! You really want me to answer a survey at this point? Talk about the right hand not knowing what the left hand is doing. I've never seen a company that is this poorly run. If I didn't have an approval from the county (they only thing I worried about) I would change companies.

Salesman did a good job of selling the leasing plan. He got my social security number to calculate my credit score. He also got my checking account information to make required automatic leasing payments after installation. This information is stored on his computer. (Has my personal identity information now been comprised and no longer safe because...) A technician came to my home and reported that my roof was inadequate for installation. Then after all of this the salesman emailed that Sunrun will not install on roofs more than 10 years old. The salesman could have saved me and his company a lot of time by telling me about the 10 year requirement from the get-go. I have several years of life left on my existing roof. Now I am concerned about the safety of my personal identity.

I had a solar system installed on my property in Jan. 2019. It was sold through Horizon Solar who is under contract with Sunrun. They came out to the house and laid it out and installed the system in about 3 days. Very professional. It was after they left the problems started. They told me that they were going to leave materials (5) 2"x 10"x 16' boards and a piece of metal trim 10' long in front of my property. They said a bigger truck would pick it next week. That was fine. I left the country and did not return till the first of May. While I was gone my neighbor was watching my home and taking in the mail. She contacted me at one point and said the sprinkler system for part of the yard was not working. I told her I would check it when I returned home. Went to get my mail the following day that I returned and noticed they had not removed the material from my property. I contacted the salesman about this and I also told him I had not received the Incentive Chk. For $1768.00 which was supposed to take 4 to 6 wks. to process and it was now more than 12 wks. The salesman said I would have to contact the head office. I thought maybe the sprinkler system was a stuck valve. Pulled the cover off the valves and turned on the system. Nothing, so I tapped each valve. The valve kicked in and I heard a rumble then water started shooting everywhere. Turned it off and that is when I found as I was digging that the pipes were all broken. They had filled the trench and I am guessing that I would have it fixed. Oh the concrete patch job they did on the side walk looks like crap also. I contacted Sunrun help desk and told my story to a person in that department. He said the incentive check was not part of Sunrun. He thought it was through the company they sub contract with. He did say they would contact Horizon Solar to find out what they were doing in regards to the removal of the material and repairs to the sprinkler system. Sent him and Horizon photos. I then called Horizon. They said the Incentive checks were now taking 8 to 12 wks. Asked to speak to a supervisor. Was told one would have to call me back & they never did. I also told both companies about the sprinkler system. They did have another company contact me saying they were a sub for Horizon and they would be out in 10 days to fix everything. A worker did show up. He said he was not told what was wrong. He said his truck was too small to remove the material & someone else would have to come with a bigger truck. We then went to where the sprinkler system was. I showed him where they had used the trenching machine and broken the pipes when they trenching. I have photos showing where they back filled the trench. It had settled and you can see where it went through the grass an into the flower bed and next to the main valve system for the sprinklers. What made me mad was they threw away the broken pieces and covered everything back up like nothing had happened. The guy could not figure how the pipes were connected and did not have the material to try and fix the system so he would have to come back. That was 4 wks. ago & have not seen him again. I have been watering everything with a hose which is a big job as it is a big yard. The salesmen brought the incentive check out on June 3rd. He saw what had happened said be patient. I have contacted an attorney and have an appointment to see if I can cancel the contract and have them remove their equipment. Have also contacted the better Business Bureau and am in the process of filing a complaint with them.

Do Not get into this process expecting it will be a quick turnaround for your service turn-up. do not expect good communication from your coordinator/manager, and do not expect any form of competence from their installation teams. i started my process in January 2019, it is now May 2019, and construction completed first week of March 2019. you may ask why it has taken so long, well it is because their project management is completely mediocre, their communication is almost non-existent, and their construction teams forget too many things. here is a timeline of this "install": January - Signed contract - was advised this would be up and running by May 1st, and start being billed June 1st so i could skip the outrageous prices of my local provider. first week of March - construction completed (was promised someone would be out for inspection within 1-2 weeks max) first week of April - oh no we realized that we forgot to submit pictures of our work to the inspectors to get the inspection scheduled, this will take more time. Mid April - photos sent out first inspection failed completely they used the wrong wires. late April - Failed second inspection (have no idea why) May 7th - Third Inspection (today in fact) - hopefully this one passes because there are still 2 other steps before i can even turn it on and start producing. this has been a complete mess with no accountability from sunrun.

Very happy and impressed with Sunrun. Installation took just one day. I will highly recommend them to anyone interested in solar sunrun.Excellent company that actually cares about their customers.

Excellent Customer Service, especially at the beginning of the process with introductory meeting. We are very happy with the product and we have recommended Sunrun to others.

When I signed the contract, I was told to to 3 weeks for installation. Five weeks later they finally did the install. It then took another 3 to 4 weeks before they would come out and inspect it. When they inspected it they found something wrong and I was told it was supposed to be fixed that day that a mechanic would come with the inspector. A mechanic did not come with the inspector and that took a Nother 2 to 3 days. After that was done we need the inspection from our power company and that is another 3 to 5 weeks out. Every time I called my salesman he would only return my call maybe one out of three or four times. I’m not happy with this company I was hoping to get it before Christmas and it’s not going to happen. I would not recommend them to anybody

I am in the process of getting a 10 plus kw system. My sales man is awesome and there are a lot of people involved in my lease agreement. I am concerned about all the negativity on this site. I haven't agreed to the final version yet. I narrowed my solar company's to two form four. Both are good company's. I really like my sales man.

After making payments to SunRun for approximately 8 years, late last year their accounting department started applying our payments to another customer's account and kept billing us for more and more each month. We have never been told exactly how much of the nearly $ 2,000.00 we paid last year was diverted and when, nor have we been told how much or the dates of a correction to our account. I have demanded this information in writing to SunRun but have not received any answer. So much for TRANSPARENCY they claim. J. Gordon Kennedy Madera, CA

I’ve been a sun run customer for over a year. In June, our home was hit with a big hail storm which resulted in us needing a new roof. I contacted sun run in early July to start the process of removing our solar panels so our contractor could put on a new roof. On July 18, I sent in a document which was requested by sunrun. It is now over a month later, several phone calls to customer service, and I still have not gotten our removal scheduled. My contractor had to charge me extra mone6 because he was also doing my neighbors house and was going to use the same trash bin for our old shingles. Because we couldn’t get started when he was ready, I’m having to pay to bring the trash bin back, if and when I ever get to have my ne2 roof installed. What should I do next sunrun? Phone calls aren’t helping...

My Wife and I choose Sunrun due to their affiliation with Coscto. I was initially skeptical due the negative reviews I read online however given the sales pitch, design presentation and overall reputation of the company - we decided to move forward. I have broken my review into three categories: 1. Installation The Team arrived on time and represented themselves in a professional demeanor. The team worked continually throughout the day with minimal down time and were very respectful of our lawn and landscaped areas in which they were working around. The Foreman was well versed in the products his team was installing and even shared with me some concerns he had with the design layout. Upon completion of their work, The Team cleaned up and made sure no debris was left behind. (I give the installation team a 5/5 star rating) 2. Production Our system was designed to produce roughly 11,500kwh - which equals 23 panels all on one side of my roof. A. 11,500kwh breaks down (with all things being equal) to 958kwh/month 1. We are producing on average 28kwh (average daily temperature in my area is 95 degrees with roughly 13 hours of sunlight) a. Based on this average (in June we produced 850kwh) we will produce during the Summer months 875kwh/month which equals 10,500kwh roughly 1000kwh less than what our system was designed produce. 2. System began producing May 9th and averaged 20.8kwh for a total of 438kwh for the month. If we produced for the entire month of May, the system would have generated 644.8kwh (if you take the average x 31 days. It is important to note production is dependent upon direct sunlight and length of day). B. Concern – given that Summer provides optimal sunshine and longer days, it is hard for me to believe our system will generate close to 11,500kwh when you take into consideration what our current average is along with what we produced in May. C. On-line IM chat with Sunrun customer service outlined Our system should be producing 58kwh/day (there words not mine and I have transcripts on all interactions to support this claim). (I give production a 2/5 star rating for failing to meet production standards) 3. Customer Service/Resolution A. We have been in constant contact with Sunrun Customer Service and as of today, have not had any of our concerns brought to a resolution. 1. We have had multiple “shade surveys” completed and removed trees Sunrun outlined hampered production. However, after removal we have not seen an increase in production. B. During installation we were told: “if shade covers any of your panels, the entire row will stop producing” and “Im surprised the design called for all panels on one side given the lack of direct sunlight to this side of the house”. 1. This information was relayed to Customer Support and included in the Foreman notes and yet still no willingness to address these issues. C. We have also been told we have to wait one (1) year to determine if the system is underproducing at which point Sunrun may make adjustments to the current design (however I am still paying the same amount of money for a system to produce a specific amount of Kwh). (As of now, I give Customer support 1/5 stars) Other areas to note: 1. Tax rebate – if you owe back taxes or have any pending tax issues, please note – your rebate will be used to pay off any of your tax debt. So if you owe $8,000 in taxes and your rebate is $6,000 you will not receive any of that money – it will go to paying off your taxes. 2. If possible, get a power production guarantee in writing and do not move forward until that is locked in (if purchasing). 3. Be mindful of your electricity usage and any overage from what you are producing and what you are using from the grid. For example, if you produce 800kh for the month and use 300kwh from the grid – understand you will be required to pay that difference at whatever rate you agreed to at the time of sale. The above has been our experience and our hope is that Sunrun takes proactive steps to help address our concerns.

My experience with the sales person and the site inspector was a very good one. The information presented was detailed and easy to understand, but I decided not to go with the company because interviewing a competitor I found a better deal on financing and product warranties.

I had a free consultation 3 weeks ago. Costco financing and gift card bla bla was all good. I didn't sign right away. 2 weeks later I sent text massages to sales person that I might want to start later and not right away and I had some additional questions. My phone showed the massage was read. No respond until now. I can imagine how good customer service I could get once it is sold and installed.

Felt I was being listened too by telling Ozzie I had the right color paint, the sample was used and it didn't match, so I now need to go out and repaint conduet and paint all the rest of unpainted. When I asked Why he did it was told he couldn't find my paint but never asked where I had it(it was kept inside for preservation) Then told the Sunrun agent would finish up on the remaining painting

My initial experience was really good....the installation was done well and they maintained great contact with me throughout the entire process. My panels have been up and running now for about 6 months and I am actually trending to pay more for my electricity than wo the panels. I emailed customer service to make sure the panels were working correctly and was told a rep would call me that day. It’s been almost two weeks(and a follow up email from me)and still have heard nothing. Curious how this plays out. Update Still have not heard from a rep as was promised by customer service email. Newest bill came in from APS....highest I've ever paid for a monthly electric bill between APS and SunRun.

Our solar panels were installed this week. Thanks to John, Chris, Chema, and Spencer for a very professional installation. We can't wait until our system is inspected and we can officially "turn it on".

I have a paid system on my home and the system has shown two different faults. Both times I contacted customer service was told “system operating as expected.” I insisted a tech come out and I was correct -one of two converters not working correctly - system was not producing at capacity- and they performed upgrade. Now system shows 88 kw 55kw 32 kw and 133 kw on consecutive days so I looked at meter and it’s display not working. Called Sunrun and they refuse to send tech out again even though I sent pic of bad display and odd production days. I can pay 95/hr for tech even if I’m right and their system is broken. There is no service when customer is right. They claim they will come out when your system drops in production but they said today system is producing fine even though there was 100 kw difference in production in one day and I sent pic of bad display. Asking for a supervisor will get rude reply to call back.

I HAD to take the SUNRUN system on my house when I bought it. No provisions to return the system if I didn’t want to take over the lease. Wife loved the house, we took the system. I pay 10 cents per kWh over SoCal Edison’s Tier 1 which is 16 cents. I very rarely go over the Tier 1 rate. My SUNRUN rate is higher than Edison’s tier 2 rate. My only savings come from the fees and taxes I don’t pay Edison. I also was never told about the residuals that Edison charges. I get a bill for $4 to $7 dollars a month. I initially thought “This is Great!”. Then I found out about the residuals. I started paying on the. Late last year but was still hit with an $800 bill in January 2018. On average, with the higher cost per kWh with SUNRUN, I am paying just a few dollars less than if I were on Edison alone. That savings becomes less each year as SUNRUN does their annual 2.9% increase. They are not regulated by the public utilities commission so we are stuck. Oh, and I also had an Inverter fail. Took almost 3 months, if memory serves, to get it replaced. Along with at least half a dozen phone calls. If you can afford it, purchase your system. If not, do your research. What is the rate. Will they keep rates at or near your electric companies rate. What is the turn around time for repairs when needed. I dislike SUNRUN almost as much as I dislike my LG washer. But, like everyone else, I am stuck for another 15 years.

Our system was installed in November of 2017. We were so excited. The experience with Sunrun up until this point had been OK. The technicians that installed the system did a good job and were very professional. However, it would be well over 2 months before our system would ever be turned on mostly due to problems passing city inspections. Finally, in February (this month) we were able to power on the system. According to data from our NV Energy app, we were generating more power than we were using. Yay!!! Then a couple of weeks ago we received a call from a Sunrun technician asking us to shut down the system and re-boot it because it wasn't transmitting data to Sunrun. OK, so we did that. We were told that if that didn't work that a technician would be in touch to schedule someone to come out and test it. They came out this past week, without us knowing, and turned everything off. We call customer service and were told that the inverter needed to be replaced and that an order had been placed for the new one. No date given when it would be available to be installed and no date when we will be up and running again. My question.... why wasn't the system tested after it was installed? The only time I saw them turn on the system was just as the sun was going down, so not sure how that was effective? So, long story short, from about Mid November 2017 up until February 10, 2018 total time the system has been available for use? about 8 days. During that time I have had to start paying on the financing bills and still paying full rates and usage bills to NVEnergy. By this time I should have been building credits during at least some of December and all of January and now into February. Sunburn did offer us a $100 dollar credit on the system sometime back in January. Really? $100 dollars doesn't even come close to the increase in expenses of paying for an inoperative solar system that was sold to me with the expectation that it would cover %95 of our power usage, and also paying full rates to the power company. So much for solar power and so much for Sunrun.

Very knowledgeable technical people . They were very punctual in coming on the date of the installation of panels on the roof. The paint on the electrical conduits was perfectly matched to the paint of the house. Very professional people. Very highly recommended.

Sales Rep (Ian) had a lot of good information and patiently answered every question I had. The project manager has now taken over (Jessica) and is good about keeping me informed every step of the way. We are currently waiting for the permit package to be submitted.

The SunRun Solar experience has been a great one from beginning to end. Every person involved was professional, experienced, personable and on time. We are more than happy with our SunRun experience.

Starting to finish this has been amazing. At first was skeptically talked to sales person was explained everything. Insulation was W/O ??? and very easy on my part (did nothing) conpletion again timely and easy WOW I'ved enjoying this new experience!!

Alvin J. Clark I was very pleased with the great services that was provided to me with Sun Run. They were very professional and courteous every time I had to call them regardless what time it was during the day.

Sunrun is a company that has a wide range of quality depending on what area you look at. Let me review them in chronological order. 1) Sales/Marketing: My first contact with Sunrun was in December 2015 - the same month when I bought my house. The problem there was that I did not have enough usage statistics so I was not able to provide them with an annual consumption figure. But I called my electric company and they gave me an annual number for the previous owner. Sunrun did a fairly good job taking it and make an initial design. 2) Permits, paperwork: I give very high rating to Sunrun how they took care of the bureaucracy related to the installation. 3) Installation: The installation was a little less than 5 stars. The initial schedule called for a day with 5 people, but we ended up with two days and 3 people. That was just an additional work day where I had to find out how to stay home. The installers worked quietly, but they've left some debris after they left the site. They also drilled some unnecessary holes into the siding which they promised to cover, but they never did so. 4) Activation: I was told that it takes a few days to activate the system once the net meter was installed by the electric company. It was more than just a couple of days, and I suspect that they wanted to wait until the first of the month so they don't run into complicated billing issues. I didn't receive any notification telling me that my system went online - I just started to notice that the meter was spinning backwards. (Which was great!) 5) Service: After a few weeks of production, the system was not properly reporting the daily production on the web site. I kept telling Sunrun about it, and they told me that it was a temporary problem. After about 2 months they admitted a real error, and they came out and replaced something in the hardware and all of the sudden the data showed up correctly 6) Customer service: I reported other issues to Sunrun. While the representatives were polite and kind, many of the issues were not fixed. The biggest shock was that I tried to refer a friend (for the financial benefit) but the page was not working properly. It took me 3-4 contacts until it was entered in the system, but after 2 months my friend was still not contacted by the company. Overall: Sunrun seems to be great at the beginning, but their greatness and quality declines as you progress into the the implementation and production.

Sunrun is the only company that delivered services as promised. Every other Solar Company did not prove a long term business relationship or quality in their product and service.

We are planning a home remodel and want to include solar in the project. I engaged with the consultant and he collected all the information. I even provided drawings of the new part of the house where we would like to put the panels. Then their design team said that because it was not complete and verified they could not proceed. I have already received bids and this came as a surprise. Since we are in the stage of selecting the team we want to work with for our remodel this eliminated them from consideration. If you are looking for a partner to do solar for a remodel look somewhere else, this should be something they explain to their consultants so as to not waste people's time.

i enjoyed my time working with sunrun,on the phone and watching the workers installing my panels on my roof ,and i'm looking forward to my solar savings thank you john vigilante summerville sc

The entire sunrun process was easy simple and convenient. The staff was very professional and helpful. I did not have a problem at all. I would highly recommend this program to anyone.

Very professional installation.I worked in maintenance for 45 years and was very impressed with the work in a short time Customer service is the best We love our solar system Thanks to all involved.

I have sun run solar panels on my roof. It has been a great experience and I would recommend them to anyone, in fact I have. Many of my neighbors also went with sun run and are loving there low power bill, sun run is great!

Our 2 ground arrays are already over producing almost 2 to 1. The installation, service and overall dealings with SunRun have been nothing short of an excellent experience! Leasing, not owning was a no brainer!