Sunrun Inc.

I was sold a prepaid lease on the promise of replacing the batteries after years, and the transferring ownership at no cost after years Neither was trueEither their representative is truly uninformed, or practices deceptive selling tactics

SunRun promised at time of signing that system would be worry/maintenance freeAfter calling multiple times about birds nesting, dealing with multiple SunRun CS folks and contractor I had to have panels removed by 3rd party to clean under and had to personally clean gutters full of bird excrementMy family also had to deal with bug infestation for years due to panels/bird excrement being immediately adjacent to roof ventingAlso the promised savings have for having the system have disappeared

Sunrun has us in a terrible contract that we did not sign up for (we just purchased this home and the previous homeowners installed the panels)The contract that they entered into was a 0% down PPA agreement with a company that went out of business called *** that Sunrun apparently took overNow we are getting charged with outrageous solar bills each month (between $200-350) which is way more than a regular electric bill would have beenApparently we are being charged for all of the sun that the panels collect, not what we actually useAfter many calls with the company, they refuse to work with us in any way or amend this contractBefore we bought the home, I called them to ask how everything worked and they lied to us, telling us it would be a flat rate of $per month to lease the panelsNow we are stuck in this 20-year contract that neither us nor Sunrun initiated

SUNRUN IS A SCAMTHEY ARE RUDE, UNPROFESSIONAL, AND MAKE UNFULFILLED PROMISESIf you guys ever plan to install solar, please stay away from SunRunThey make promises, but don’t deliver at allThey are rude and unprofessionalWhen something goes wrong, they will not take ownership or responsibility for their mistakesThey will give you the run around when seeking for help and will pass you around like a hot potatoLet me explain my storyAbout months ago, they installed solar panel on my houseOn the installation day, SunRun arrived at my house very early in the morning and was very rude to my pregnant wifeThey immediately tried to rush her out of the house quickly because they said they were on a time constraintThey didn’t even allow her enough time to feed our son, change his diaper, apply his eczema medication, or even prepare a bag (medication, food, cloth, and diaper)She felt uncomfortable by how they were pressuring her, so she left the house immediatelyAs a res

When we were sold the system, we were guaranteed that it would produce 100% of our energy needs, as calculated by the company using info acquired directly from the utility companyWe were also guaranteed that if Sunrun miscalculated, resulting in energy charges from the utility (beyond a low monthly service fee), Sunrun would refund us the differenceWe reached out to Sunrun multiple times throughout the year to express our concern that we were still getting very large bills from the utility on top of our Sunrun paymentWe were told everything was fine and we would only have to wait until the end of the year for Sunrun to calculate what they owed us and "settle up." Now that the year has passed, the company has reneged on that guarantee, despite it being included in our contractWe spent $more on energy in than we did in before going solar

I have had SunRun for almost years and they are the worst by farI am paying more now with solar, saving no money, and it is a constant battle with their customer service who never seem to be doing their jobRead the fine print on their PPAs and BEWAREThe take your Sun and Run with your money; hence the nameTheir customer service is a joke that just gives you text book responses; that is if they even respond at allMost of the time their customer service representatives just transfer you like a game of hot potato and nothing ever gets resolvedSo far, I have had to pay almost $a month with their lease agreement and still owe *** every yearI have seen one or two of those $& $*** bills, but they do not make up for all of the money I am losing with SunRunThe sales rep was even a friend of mine until we signed up for solar, Now, he quit because of their fraudulent business practices and we are no longer friends despite his remorse

Sunrun never sent me the promotional perks advertised in the sales pitch, which included a $visa gift card for installing their systemThey also agreed to send additional visa gift cards for all payments due before the system was operational, since they installed they system lateIn total, Sunrun agreed to send me $I have contacted them half a dozen times in half a dozen ways, email, chat, phone, original sales rep cell phoneEach time they assured me that the visa cards were on their way and would be taken care of right awayIt's been over a year since I signed up and almost a year since the system was installed and I originally contacted them about this issue

My husband, *** ***, and I purchased a Sunrun solar home systemThe system was installed but for months has not been operationalAfter the system was in Sunrun did nothing to get it operationalWe had to get Xcel out to do its work and then follow up repeatedly with Sunrun about getting the system operationalWe called our project manager repeatedly and never heard backWe were told someone was coming out to turn the system on and it never happenedThe responsiveness of Sunrun is horribleWe purchased an operational system and once Sunrun was paid they did nothing to get our system working

I was paying $XXX por my electric bill, they told me I would pay $XX with SUNRUNNow I keep paying the $XXX to NRG and $XX to SUNRUNI have been asking in different ways an explanationEmails are not answered, no phone calls received, no solution!!

Worse Solar company out thereSeveral co-workers recently had systems installed by other companies and my experience has been the worse by farInitial installation was atrocious to the point where they had to come back and reinstall the entire system and rerun all the conduitLots and lots of POOR communication throughout the processmonths later, system is turned on and I notice it isn't producing muchI mention this and my project coordinator tells me I have to waitOddly enough after service checks a week apart they discovered an issue, but won't tell me what it was *** and now my system is producing doublefor weeks Sunrun was supposed to be monitoring my system as per my contract and they later admitted it was under by 49%One would think that when a system comes on line the company would check it out- Not Sunrun, they could seem to care lessI was promised compensation for the months payments I was making on a system that was delayed and yet no checkWhen customer service was asked they stated there wasn't any documentation, luckily I saved all the Text and emails stating the promise to compensateDuring installation they broke over clay roof tiles and used several of mine to which I had to ask to have them replacedOh, and they left all the broken pieces on the roof which filled my gutter and/or fell from the second story into my yardTook several attempts to get them to come out and clean up the mess left behindThere was zero Quality Inspections after installationBoth install teams wore the safety vest but Never used the safety strapsThe Sunrun App is a useless jokeCompared to *** *** ***They show real-time production and usageSunrun gives you yesterdays production OnlyDo Not take any of their employees at their word, document promisesDon't expect them to make any effort for you and your system...You must follow up and don't assume its all good because they won't tell if it isn'tDo your research and go with another company

I am very satisfied with the entire Sunrun processEverything went as promised, both before and after install ***

It's been a few months now that Sunrun fails to correctly apply credit discount rate that is due to us, the customer, per initial transfer agreed upon termsEvery month, there is a refund due to us as credit and week after week, if not months...Sunrun chooses to ignore our calls, submissions, proofs requested, and ended up threatening to cancel our service contract and claimed that we owe them a ridiculous, outrageous amount of $36,+...when they are the ones who is not doing their job correctlyCases get opened and then they disappear...oh wait, that's because no one submits anything as promised, so the next time, you call you start over and over and over...until here we are today, still nothingCollections deptdoes not talk to billing dept., billing deptdoes not talk to contract dept., contract deptdoes not talk to transfer dept., and it goes on and on and onNO ONE CARES as long as at the end of the day, dumb, lazy employees get their fake *** paychecks! Customers lik

My solar system is under performingSolar panel relocation was to have been accomplished by mid January, No response from customer serviceI entered into a solar power lease agreement with Sunrun on 1/28/My system was designed and installed and then the net meter was installed a couple months later on June 7th, Before Solar, Sunrun's sales personnel determined that my annual power consumption was 13,KWH from Hawaiian ElectricTheir contract states and I entered into a lease agreement with the understanding that with solar, Hawaiian Electric would only need to provide approximately KWH (5%) of my annual power requirements, while Sunrun's installed system was to provide 12,KWH (95%)It has been over years since my system was installedFrom June 7, through June 7, 2015, as stated on my Net Meter, total delivered power from Hawaiian Electric was(13) 24,KWHThat breaks down to my received solar power (33) 12,KWH (51%) leaving a net positive

Two guys show up at my door wanting to set an appointmentI had never heard of Sunrun beforeThey had no information to provide me, asked for my *** account number, and when I asked for business cards, they hand wrote information inSeemed like a scam to me at the door, was a little rudeseeing that this is an actual business online, lots of opportunity to improve door to door effortsNo way I'd trust what showed up at my door

Initial Business Response /* (1000, 8, 2015/12/16) */
Thank you for taking the time to share your concerns with usA Specialist has reached out to discuss your concerns regarding the system functionality and Solar Edge monitoringWe're happy we were able to come to a favorable solution
Should you have any other questions or concerns, please reach out to the Specialist in contact with you
Initial Consumer Rebuttal /* (3000, 10, 2015/12/16) */
Someone from SunRun just contacted me at 9:AM PST, and they suppose to call me back this afternoon regarding schedule some one to come over to walk us over the systemI will keep you posted
Thanks,
***
Final Business Response /* (4000, 12, 2015/12/21) */
Thank you for taking the time to share your concerns with usA Specialist has reached out to discuss your concerns regarding the system functionality and Solar Edge monitoringWe're happy we were able to come to a favorable solutionShould you have any other questions or concerns, please reach out to the Specialist in contact with you
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2016/01/11) */
Thank you for taking the time to share your concerns with usA Customer Care Specialist is looking into the next steps for turning your system on and will follow up with youShould you have any further questions or concerns, please
reach out to the Customer Care Specialist in contact

I moved into my home at *** * *** *** *** * *** ** *** ** *** In the process I completed paperwork with SunRun to takeover the solar contractAll the paperwork was complete before I purchased the homeSunRun never sent a bill, so after month I started to question what was wrongWhen I inquired, they claimed that they could not help me because my solar was originally owned by another company and SunRun had simply taken over the contractSoon, the previous owner of the home realized that he was still getting bills and was contacted by*** *** *** *** *** *** *** contacted me and promised to fix the issue that had been going on for monthsMonths later, I still have not received a bill and*** *** will not return my MANY voicemailsI've contacted every number I can and no one is helping meIt's now months later and I haven't received a solar bill and no one within the company is willing to help me

Initial Business Response /* (1000, 5, 2014/10/01) */
Thank you for bringing your concerns to our attentionWe take customer concerns very seriously and appreciate the chance to resolve your concernsAs we have discussed, Sunrun will continue to work with you to ensure that you are able
to smoothly transfer the Sunrun agreement to any potential buyer
Initial Consumer Rebuttal /* (3000, 7, 2014/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Perhaps I'm not being clear? We lost a contract on the house because our buyers felt that the solar contract is not only too complicated, but favorable toward Sunrun, not the client, i.e., my AuntThe lost buyer is a lawyer! If a lawyer says the contract is too complicated, how are we supposed to convince another buyer to take on a year contract? At the advice of your transfer department, we put the house back on the marketAfter showings, we have pulled the house off the market once again because the feedback is that no one is interested in the solar, even though we offered to buy the rate down to $per month fixed for the term of the contractWhat we expect from Sunrun is not "........will continue to work with you to ensure that you are able to smooth transfer....." (which is not helpful if we cannot even get an offer on the house), but a cancelation of the contract which was sold to a dying year old man on drugs and oxygen!
Final Business Response /* (4000, 10, 2014/10/15) */
We appreciate you working with the Sunrun Service Transfers team in regards to your concernsWe will continue to work with you and any potential buyers to ensure the Sunrun agreement can be transferred

If all I can do is stop someone from buying into Sunrun, I will count my life completeIt's completely unacceptable how they are so ignorant, I got my solar panels about months agoI thought I was buying into something wonderful, however little did I know that my solar panels stopped producing energy after the first month and was never even told about the error until about 1/months agoThey took half a month to realize something was wrong with themAfter they stopped by and checked out the problem, which was by one of their partners known as *** *** *** (*** ***) the same people who installed my panels, and are as bad as Sunrun, after this it was a complete warI haven't had energy from my solar panels for months because of some error that was now being told was a "converter" is brokenIt only took month to break the system, which is why I would tell anyone thinking of this to stay awayEvery time I call now, I get ignored and get told the same time and

On May 31st Sunrun inc sent people/contractors to install solar panels on my roofThe work didn't go well as promisedThey drilled holes in my ceiling which resulted in their liquid sealer dripped on my couch and ruining its covers which made me have to throw them awayThey promised me that they will pay for those covers but it never happenBut the main issue is that they may have hit an electrical line somewhere between the roof and ceiling when they drilled those holes which causes a power loss in some parts on my home (kitchen, garage and front of the house.)they said that they will check it out for me, but they did nothing about it and instead they tried to put the blame on me by filing a complaint against me to the city for violating some codes in my houseWhich cost me a missed day of work cos I had to meet with the city inspectorThis company not only broke my trust and put me and my family in a lot of stress, but also did not delivered the services that they have pro