Sunrun Inc.

I have to agree with the majority of the negative feedbackI have been in a 'shotgun marriage' with sunrun since May I thought I was buying the solar system from *** *** ** ***, ***, *** or even a new location since they keep alienating their potential customer base because the people who already have sunrun / *** *** warn their neighbors, friends and coworkers NOT to use themsunrun contacted me a few weeks after the solar was up and runningI had to ask them how they are involved in my solar because I had no idea what sunrun is or that I would be in a customer / provider relationship with them for the next years! In hindsight I wish I had contracted with an establish company with a decent reputationsunrun supposedly monitors your system production, yet I have had a panel out for 3-months nowsunrun tells me to call Horizon and Horizon tells me to call sunrunI never thought I'd say this, but I miss the straightforwardness of SCE!

Buyer beware!! We live in *** *** and have been totally ripped off by Sunrun!! Our system was supposed to be installed the first of August - how about the end of December!! At the time our system was activated, we were told we would receive an owner's manual via mail in a few days After weeks I called the Customer Service Rep told me she would put one in the mail that day weeks later, still waiting only to be told today there is no Owner's Manual All of this is nothing I received my bill from APS this week I owe $ PLUS I have a $payment to Sunrun So in January my electricity is costing me $542.00!!! When we were told by our Salesperson, that with a system like ours, we would receive credits not bill!! I am going to spare all of the frustrations, but one last thing for people living in the *** area, today we were told that the system do not generate much when the temperature is or over Last summer we had close to days of degrees I do not know how they maintain an A+ Rating with the Revdex.com Please, please don't make the mistake we did In the end this will cost us over $72,Plus our utility bills I feel so foolish!!

Initial Business Response /* (1000, 5, 2014/09/16) */
Thank you for taking the time to bring this issue to our attentionSunrun is dedicated to providing our customers with timely service, and we are sorry that the site survey did not take place as it was scheduled toWe will honor your
request to no longer contact youWe have also canceled your Sunrun agreement as you requestedIf you have any further questions or concerns that we can help you with please do not hesitate to contact Sunrun directly
Initial Consumer Rebuttal /* (2000, 7, 2014/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
THEY are the ones who chose to NOT honor their commitment to meTWICEThat does not bode with me or to any person doing busness with companies that say one thing and do something other

Sunrun cannot get their *** togetherNot only did it take them months to finally get our panels on the roof, after literally needing copies of the same thing proving our home had a foundation, but then when our home burned down in the ca wildfires, they wouldn’t stop contacting us about a $fee, they sent us to collections multiple times for this $and we called numerous times to pay it, and get it cancelledWhen we finally decided to sell our EMPTY property, sunrun tried to have the new buyer pay them $50,Terrible terrible companyIndividual customer service is okay, but overall, major fail

When I purchased a house I took over an existing solar lease with Sunrun and it was one of the worst financial decisions I have ever made I am paying more for the lease than I would if I just paid a utility company I am trying to sell the house now and nobody wants to buy it because of the bad lease The only options Sunrun provided were to prepay $32K for the rest of the leas or pay $52K to own the solar I would not recommend working with SunrunI think solar can be great but Sunrun leases definitely are not the way to go!

This business should not be a A+ it should be a F-We now have had Sunrun for over 1yrWe were told liesWe pay $every month for the next 20yrs in our contract for the solar panelsPG&E bills were running between $-$dollars a monthI felt like WOW we made such a great decisionUntil our next PGE bill came this past October for $after one full year! When we called SunRun to ask about What, Why and How can this happen the customer service was No helpSo Please SUNRUN do not respond by telling me to hear how your sorry about our experience because you DON"T! Instead you feel crediting us $dollars on our monthly solar panel is suppose to make up for a bill that no family wants to ever receiveSo until my husband and I figure this out please consumers rethink your decision before going solarDo not believe anything that is told to youWe were guaranteed many things on our contractThen to find out our solar panels are not producing what they should beIt will go on the fault of the consumerAs customers we will get the short end of the stickI agree a class action law suit should take place hereBelieve me I will look into it!!!

Initially a Sunrun salesperson knocked on my door and after some discussion I was given an estimate for their solar panelsAfter they measured the roof the amount of power it would create went down but the monthly price went up significantly so I cancelled everything and told them to forget itA month or so later, another salesperson knocked on my door and I told him of my experience and that I was not interestedThe next day the district manager knocked on my door and was angry about the situation and started over with a new estimate which made a lot more sense-more power for less money than the previous dealI signed off on the deal, the system was installed a month or so laterAfter the installers had left I noticed new duct tape installed on the side of my electric meter socket where they had covered up a hole they knocked out unnecessarilyA person came out and repaired it correctly after I had sent emails with photographs to the district managermonths after the system was turned on I received a phone call from a Sunrun representative, they said I had not payed my bill sonce installation and my account was several months past dueThe district manager set up automatic payments for the account when he was at my houseThe representative said several customers had the same problem because the information was not put into their system correctly when the account was set upApparently the district manager doesn't know how to do his job correctly- he assured me the company ran "like a well-oiled machine" when I set up the accountIt sounds like the company is a few quarts low on oil to meweeks after I settled their mistake with the payments I received a letter in the mail from Sunrun stating that my account was still past due and my credit score was going to be affectedI am considering filing a lawsuit against Sunrun for all of this foolishness

When I was approached by the sales person (third party I believe) I did not have a full year of utility invoices as I was in the home for about monthsThe gentleman told me that he could calculate with what I hadI advised him I was installing a 50AMP circuit for a hot tub later than month and I was assured this wouldn't be an issueHe told me that if after a year I could contact Sunrun and they would re-evaluate and adjust the system if neededAfter install I recevied a bill from APS for over $The rep reiumbursed me for that month and the months after when I also received high APS billsAfter that he went darkTurns out these statements we not trueI contacted Sunrun about months in and they told me to get with them after monthsWhen I did they asked me for my utility bills for a monthI provided an excel spreadsheet I downloaded from APSI called them and asked about increasing the system and I was told I needed to purchase an entirely new system to get more p

We have had SunRun service for nearly yearsThe service package that was promised us (in writing) has never been honoredThe system has performed poorly, and we have had to pay annual, large "true-up" bills from*** that have put us in a large losing positionFurther, the system is now presenting a safety issue - makes a loud noise when on

I have a yr lease agreement with Sunrunsolar was installed in *** ***first rain in Jan *** the roof leaked and caused interior water damage to my homeSunrun sent a technician out to path the roof with caulkingI inquired about the interior water damages and they stated they said it was not related to solarThey do not stand behind their warranty, they pre-inspected and approved installation of solar on a year composition roof that was years old and now I need a new roof installedI have had several roofing contractors out and they all have stated that a new needs to be installedI am now in limbo with a roof that leaks and needs to be replaced and interior damage to my sheet rock and laminate flooring in the interior of my home, now Sunrun will want to send me a quote for removing and reinstalling solar in order to have my home re-roofed

Initial Business Response /* (1000, 5, 2015/11/03) */
Thank you for taking the time to share you concerns with usA Specialist has been in contact with you regarding the system design and reimbursement from the utility companyWe've reached out to American Electric and asked that they
expedite their services and work toward resolutionShould any other issues arise, please reach out to the Sunrun Specialist in contact with you or contact American Electric directlyThank you for your patience
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will continue to work with your representative, however since my contract and agreement are between you and I, however since American Electric is your sub-contractor, I will continue to hold you responsibleTo date, neither of the parties you mention have contacted meWhy must I initiate all correspondence?
Final Consumer Response /* (3000, 19, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am working with Sunrun representative "***" and she has managed to address and resolve the financial issue of the electric bill, however she is still working on the botched engineering of the systemProgress is slow, due to the stubbornness of the sub-contractor
Final Business Response /* (4000, 21, 2015/12/21) */
Thank you for taking the time to share your concerns with usA Specialist has been in contact with you to continue working on an agreeable solutionWe will ensure the reimbursement promises made by the installer, American Electric, are honoredWe've asked that they contact you directly to address your concerns regarding the system designYour Sunrun Specialist will be available for any other questions or concerns you may have
Complaint Response Date bumped because: Holiday

I contacted Sunrun about washing my solar panelsThey used to do this on an annual basisThis changed and I was not awareAnyway, I contacted them and received an email back that management had approved a one time cleaning at no cost to me and I needed to respond whether I wanted that or notI have since contacted Sunrun times requesting the free wash and there is no responseThe last email I sent I advised them that I would be making a Revdex.com complaint and no one got back to meHere is a copy of the email I received several months ago confirming they would do a one time washOk this is now the 4th time I am contacting you regarding this.will someone please respondTo date no cleaning of our panels have been completed! Dear Darleen & Barrett, Thank you for contacting Sunrun Customer CareOur maintenance team rejected the request for cleaningIt appears that I gave you inaccurate information in regard to being grandfathered into panel washingOnly customers with chronic pa

I responded to the add about solar panels and very quickly got phone calls from SunRunGot estimates sweet promisesNow after reading reviews in Revdex.com I am not going to let them to install anything on my roof One and half stars tell everything

I was asked to drive hours to a location to complete a job interview for a RSM position that was being offeredI was told by Jordan Burglin and Brian Register that I would be compensated for my gas to and from the location as well as accommadations and foodI was told all I needed to do was get to the interview and submit my expensesI did this on 4/21/***I was emailed a docusign by a staff member at HQ in Sunrun to sign to receive such money owed and on the paperwork it stated I would receive expense check no later than 5/6/*** allowing weeks for processing5/9/*** came and I sent an email to the lady from HQ as well as Jordan asking for an explanationThe lady goes on to tell me she made mistake and that the expenses were approved and will take another weeksI explained to her that I could not wait another weeks for the check and if she could give me the contact to her superiorShe never respondedNow it is 5/22/*** and still no check received in mailIt has b

I live in AZ and know that electricity is going to cost more than I wanted to so I started to look into solarI've heard that Sunrun helped a couple friends of mine so I went with themInitially the saleman sold me a 50% offset but I decided to do 100% offset to have the lowest APS bill possibleWell ever since it was turned on it's been a nightmareFirst the wrong meter was installed so we were not showing the correct amountThat was correctBut every month we are producing only half of what we are using so I'm still getting a large APS billSome months like this month we are paying $more total than we would if we didn't have solarOur usage last year for this month is about and usage this month is about Our generation of power through solar is about so we had to get from APS, thus creating a billThis is what was happening during the summer, we weren't producing enough and had HUGE APS billsI call Sunrun and they say it's APS, I call APS and they say it's SunrunI wish I had never put these on and anyone that asks about them I tell them to either don't bother or speak to another solar companyHopefully after the year is up and I get to sit down and re-evaluate the system it can be proven that there is no benefit for meI'm basically paying two companies more money than I should and no one cares to assist meEven if we wanted to sell our house, what am I going to tell the buyers? Get ready to get frustrated and pay more money for electricity

We have had our solar panels now for about a year Our neighbors recently noticed a bunch of birds and bird poop built up under the panels She told us we should get a net around them I started looking around at other peoples solar panels in the neighborhood, and they all have netting around them We talked to someone at *** who works for the company He told us that they are still under warranty and that we just need to call and have someone come out I called sunrun to have someone come install the net and they told me that I would have to pay for it I informed her that the guy from *** said that they are still covered under warranty She told me that if we would have requested it to be done before they were installed it would have been free I let her know that if it was free at the beginning why wouldn't it be now?! She put me on hold for about minutes and came back and said there is nothing they can do She said if we would have asked for it at the beginning it would NOT have been free but rolled into the lease price Now she changed what she said Either way, that's sunrun mistake that they did not inform us at the beginning I dont want my roof ruined because of this If my roof gets ruined after I pleaded with them to come take care of this I will definitely be taking legal action Please do not go with this company!!!

Initial Business Response /* (1000, 5, 2015/12/10) */
Thank you for taking the time to share your feedback with usA Specialist has reached out to discuss your concerns regarding the systems productionAt this time, we are working with the necessary parties to investigate the matterIn
the meantime, should you have any other questions or concerns, please reach out to the Specialist in contact with you
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sunrun and also Verango solar have always said that they would do something but I have yet to see anything doneI just spoke with a representative named *** *** with Sunrun and she said that they were going to investigate on how much under the system is producing and that they wanted to give me a check for the total energy that would not be produced over the next yearsLet,s see what happens
Final Business Response /* (4000, 15, 2016/01/14) */
Thank you for your feedbackA Customer Care Specialist is currently working with you to provide a resolutionPlease continue to communicate with the Specialist regarding your system issues
Final Consumer Response /* (4200, 17, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just like always I here a solution, but like always nothing is being doneA Sunrun rep named *** *** called me and told me that they are not going to take there own solar techs advice on swapping out the panels with larger panels, instead they are thinking about adding or more panels to the panels already up, I have yet seen anything doneJust like always it seems to be a lot of talk and NO action

Excessively long hold times to get an answer to anythingCustomer service sucksEnded my contract and they are being to bill me months laterHorribly incompetent and can't even read or follow there own notes showing on the accounts

months ago we had a large rain storm with heavy thunderThat day one of the strongest thunder hit near by and our power went out, as power came back half of my home was on the other half was notI have called several time to Sunrun to come out and check the systemafter weeks and months of calling them they finally come to check the system and they stated they may have to follow the wires and find the issueThat was weeks ago, I call every week and they keep saying they are going to escalate the call and have someone call me with in the hourbut days go by and no call back or follow upI will now that they got paid they want nothing to do with me

As of today this company has been unable to properly and safely install and hook up our solar panels and refuses to give any answers as to when this service will actually be turned onThe panels have been attached to a new roof and now we have panels plus holes on our roof that are absolutely useless without hook upThe company has not been able to or will not give any information as to when or who I should contact to either get this hook or remove these panels as they are absolutely useless without being hooked upI have called several times since these panels were installed to no avail I just want to either have the hook up or have this company remove and replace our roof that has holes in it because of their productI have contacted an attorney for breach of contract to figure out how this will be handled as sunrun refuses to follow throught with their contract