Sunrun Inc.

Run as fast as you can from these people There customer service is a joke at best it has taken them weeks at this point to tell me why my electric bill is $dollars plus, when the sales guy said I would only need to pay an lone access fee monthly Then they are suppose to run “cost analysis” and this again takes weeks? This of course after I proved months of electric bills, in spreadsheet form and in actual bill form Between *** *** *** nothing has been resolved According to my electric company they installed an undersized solar system and we are using more then the system can cover If I could do it all over I would have ran the salesmen off my property There are far to many issues The main reason for a week delay is they used there personal email supposedly, and the other agents don’t have access Then it was the person needed to conduct the “cost analysis” was not there I would not recommend this solar company to anyone I cared about

I found Sunrun through ***, so I expected a better experience than what I receivedI had an apptlast Friday morning and nobody showedWhen I called the company to find out why I was told that it was a scheduling mistakeI rescheduled for today at a.m., at 9:I got a phone call from someone telling me that he was running a little late and he could be here at if that was okI agreed, at 10:he called to tell me he was caught in traffic and would be here soonHe finally arrived at a.mand had a lot of excuses for his difficulty keeping his appointmentAfter reading these negative reviews I know I made the right choice in telling him I couldn't do business with someone who clearly has some problems with reliabilityI'm sure that Sunrun will certainly understand my frustration :-)

*** *** was our sales rep and *** *** was our project managerThey were kind and happy to helpWe had never looked into solar before, so everything was super new to usIt was about four months from the day we signed our lease contract to the day we were able to turn our panels onThey kept us updated along the way very wellOur house is older, so our main electric panel needed to be replaced, which they were willing to pay forIn my experience, they were eager to tell us all of the things they were willing to pay for in the whole installationBut they failed to mention anything that we were going to be paying forI read through most of our contracts, but somehow I missed our financial portion of the installationI made the mistake of trusting that they would be transparent about the costsA few days after we turned our panels on, we received an unexpected bill in the mail for parts of the installation, and the due date was in five daysI was pretty irritated, and wished they had just given me a verbal heads up about that so we could have budgeted for itIt was a huge mistake to not read through every word of the contractOverall, our experience with Sunrun was goodCould have been better, but definitely could have been worse

Never can contact anyone to resolve a problem with solarContract is different what the salesman saidProduct not doing what was toldCompany will not respond to me about problems alwas get a person that says they will have someone call me back

The installation experience is outrages in their liesThey blame everything on their sub contractor about time of instillation even though your contract is with themDO NOT USE THIS COMPANY OR SIGN CONTRACT IF THEY DO NOT GIVE A SET DATE OF ACTIVATION Their corporate office and customer staff do not care about you as customer because you sign their contractIt seems their CEO is also nto interested because she will not accept callsIf she is not interested please believe thsi company is not interested in good customer service

This whole saga began almost weeks agoThe day we had our system installed, August 16, 2017, we were told before the crew left that one of the meters was not working and they didn't have another with themThey told us they would come back before inspection and replace it, which they didWe were able to turn on our system on Friday, August We were told that we would have to wait a few days to see our solar production, which was fineCome Wednesday, we still had no information; neither SunRun nor ourselves were able to see the productionWhen it still wasn't showing two days later, we called our project manager and he spoke with the monitoring department who told him they saw a "red flag" and where going to try and fix it on their endWe would have to wait another days to find out that it still didn't workWe got a call from Whitney, the scheduler, and she let us know that she had an appointment for a week later midday (which wasn't acceptable because my husband and I both

My system was installed in a timely fashion and running the first of DecemberThe inverter failed, the first time in early JanuaryI phoned and gave them the three error codes and verbiageTheir service agents had no idea what the codes meant and I was told they couldn't schedule repair until Jan 30thThere was only one circuit effected; the kitchen appliances; lost everything in the refrigerator and freezerAfter power was out for nine hours, I managed to get the system back on myselfTwo weeks later, the same problem, and again lost the frig contentsI put all my ninety-three-year-old mother's medication on ice to saveWas told that system had defaulted to the grid and it was San Diego Gas and Electric's problem and to call themThey came out immediately and confirmed the problem was with Sunrun's systemI called again and had to threaten with a medical emergencyA service agent came out the next day and opened the unit upThere was a fried wire which was identified immed

In late I began to look into different companies that provided solar power for my home, ultimately in early I chose Sunrun over Solar City and others due tot he fact that they guaranteed >7,KWH of solar power generation in a yearThey were the only company that stated they could do this while the others were not able to meet this and had a higher monthly costs for leasing the panelsSo, I executed the year agreement and finally had solar power in mid to late June
Since then, Sunrun has not been able to meet the generation of power guaranteed under their agreement and design and have for the past years credited my account since they cannot meet the requirementNow going into year 3, they want to amend the agreement to provide less power than committed with no fix or other optionI have plenty of roof space for them to add an additional + panels, but they will notSo, I am not very happy since ultimately, I am paying more than I was for electricity on a yearly average than I was before I had panels So, bottom line, not worth the trouble and the cost to get solar from Sunrun, since I gather that they did a poor property assessment and design and now will not own to it So, I will force their hand to remove all equipment and bring the roof back to its original condition with new roof shingles If you chose solar, make sure that you get a guarantee in writingAlthough Sunrun claims to guarantee it, there is a lot of small/fine print that ultimately has you living with it for the term of the agreementNOT AN ACCEPTABLE BUSINESS PRACTICE

I had our system activated on Nov 30, It stopped producing on Dec 30, Sunrun did not catch it until Jan 18, Since then it's been an endless call with Sunrun and their partner Solar UniverseYour Customer Service do not even have the courtesy to follow up on my behalfI have to wait days to give Solar Universe to respond (which they did NOT)And since then, I have to call every other day to follow upUp to now my system is still downAnd to add insult to injuryI was billed for December and JanuaryUNSAT! You can keep your referral money

I was renting a property at*** *** *** *** ** ***We moved into the house in October of As part of my lease I was required to pay for the Sunrun utility bill from the landlordThe Sunrun contract was in the owners name and I had to add my bank account into to the Sunrun account as a payeeWe paid the monthly Sunrun premium every month until we were released from our lease on 6/31/The owners sold the house and we moved to another propertyAt this point we were current on all our bills and received our full deposit back from the landlordAt this time, all utilities were transferred into the new owners name and I removed from banking information from the sunrun accountThey claimed they had no further access to my bank accountOn March 1st, Sunrun stole $from my checking account and up to this point have refused to return itThey claim they dont know how the debit took place and they dont know how they retained my banking informationI ha

System has been performing less than 50% techWAS SENT AND SAID SYSTEM WAS NOT INSTALLED CORRECTLY.CALLED CUSTOMER SUPPORT ON JULY 13,15,KEPT TELLING ME THEY WOULD CALL BACK IN TEN MINUTES BUT NEVER DID .THIS IS A LEASE PROGRAM .NOW I'M PAYING NOT ONLY FOR THE LEASE TO SUNRUN BUT PAYING THE ELECTRIC COMPANY FOR ELECTRICITY THE SOLAR PANELS ARE SUPPOSED TO BE PRODUCING.THIS HAS BEEN GOING ON FOR TWO WEEKS NOW THE SYSTEM WAS TURNED ON JUNE ***

I signed up for solar power with *** who sold for SunrunI was told that if the system didnot perform as agreed I 1.they would pay for the months the system under performed, 2.that this could be grounds for me terminated the contracti have issue with after talking to Sunrun customer care dept they (Cassie) said they are never in a since reasonable "monetary" for any shortfalls in performancethe company has a "deliberate indifference' to customer service to the point of not even supplying customer with corporate office addresses or even escalating a call to a supervisorfor several months in I had to pay for power due to the lack of performance of the Sunrun system and Sunrun refuses to reimburse me in breech of the agreed terms

we had solar panels put on our roof in We have had production issues with the system since the beginningThis company has promised us everything from a lower contractual monthly price to trimming the treesThere has been absolutely no follow throughFurther more, the monthly cost of my panels has gone up even more and my electric bill was $last monthI am receiving no benefit from having solarIn fact, it is costing moreThis company lies constantlyThey have been promising to fix the issue for over a yearThere has been no follow throughI wait on hold for hours to talk to supervisors, and it NEVER happensSupposedly, our case was sent to the escalation department, and they were supposed to call last week, and that never happenedI am so fed upThe last customer service person I talked to told me there was nothing I could do, and they will not take the panels offSomeone is benefitting from this system and it is NOT ME

Initial Business Response /* (1000, 5, 2015/08/05) */
Thank you for taking the time to share your concerns with usWe apologize for any frustration this may have causedIt is never our intention to mislead our customers or have them feel as though their time was wastedAfter reviewing
your file it looks like you have been in contact with a Specialist working towards an agreeable resolutionShould any other questions or concerns arise please do not hesitate to contact the Specialist who has been in contact with you

Sunrun installed solar on my property...In july...haven't worked 100% since....yet u have to pay for there service with a system that is in right....they send there service guy who said it needs work but nothing happens....This is a very expensive system why do I have to pay if u t doesn't work

I have been trying to contact Sun Run since middle of December for a over Billing issue and they are impossible to get in touch withI was charged by Sun Run and my local electric company when I was explicitly told by a NRG representative I would no longer receive a bill from my electric company once I converted to solarInstead my electric bill double and this is not what I signed up forThey flat out lied to me about a lot of different things

I started the process with Sunrun on the 10th of ***, ***They installed the panel in *** ***, however they did not finish the electrical hookup to the main electrical wires from the streetThey still have electrical lines hanging from the side of my homeI have been calling them since *** ***, and they continue to make excusesI need them to complete the workthey billed me for the system before it was completely turned on

For about months Sunrun has refused to fix an installation error that has caused our solar power to bypass our home panel, and go right into the “grid.” Our actual home is not receiving solar powerIt took until about weeks ago for them to even acknowledge that there might be a problem, and to have a tech come look at our systemThe tech found the issue and we were given an appointment for serviceNo one cameWe calledStill, no one cameWe’ve been making our monthly payments and receiving no solar power to our homeThe next call will be from our lawyerWe have been paying for a product we did not receive

I am very frustrated with *** and the unprofessional experience they have provided I'm trying to buy out my contract since that is the only way to get out of itThe CS Rep provided in an email my payment options which ( check, money order or credit card)I signed the contract to dissolve this fiasco on 6/and today I received an email advising, unfortunately, "you" can't pay via credit card This company is very deceitfulA caution to others if you are trying to get out of the 20-year lease make sure you ask what the cost for the appraisal ( I wasn't aware of one) it is tacked onto the payoff as well as taxes
Some of the customer service reps are so rude and do not want to work with or have empathy

THINK TWICE BEFORE CHOSING THE COMPANY! Have had a horrible experience! System was installed at the end of the summer I have received a voicemail stating the company is at fault for my system not working for monthsTrying to get someone on the phone who knows what there doing it like winning the lottery The sales man* *** *** has not helped muchFinally got ahold of a manger, *** *** who seemed concerned the one time we spoke on phone I first contacted her in February 2018, we are now in May and she has returned one email after I provided her with the voicemail I receivedFor months I have paid a full con ed bill and had to pay for a service from sunrun that was not providedDo your selve a favor and
PLEASE THINK TWICE BEFORE CHOSING THIS COMPANY !!!!!!!