Sunrun Inc.

I am very unhappy with the Sunrun company here in San DiegoFrom the start we had issues with installation dates and scheduling multiple times on days and times that only worked for themWhen we finally did get installation complete it was ok for a little while until cracks starting appearing inside and outside of our homeWe bought our solar panels in July of 2016, and started to see cracks forming around the middle of the contract timeI notified Sunrun about the cracks, they came out and did an inspectionUpon examination they noticed the contractors who inspected the roof prior to installing the panels did not notice the roof was not designed to handle the weight needed to support themSo they came back took off the roof shingles installed thicker pieces of wood that they said would support the panels and put the shingles back on againWe had no issues up until the cracks started to form in the master bedroom, both of the kids bedrooms the 2nd floor hallway and even in the d

BEWARE of Sunrun Solar ** SCAM SCAM SCAM *** Poor customer service and Sales does a bate'n switch on your pricing! Had this put in November Called and complained times to Sunrun in August that my trbill with SDGE was not $but $2400! Wanted a Supervisor to come and explain why bill was outrageous and not what I was promised and to see if my solar was not producing -- they refused each time Said their computers show system is working and that was it, told me to call SDGE SDGE says they will not come out because we have solar....I got the run around from bothDidn't use my AC until end of may, and my house never seemed to get very cool -- since we recently serviced it I figured the unit was just getting too old...WRONG! Now a year later my AC is still only pushing out low air, so we decide to look at the vents to clean them out again and notice that the attic is freezing -- when Sunrun installed the units, they popped off my vent tube so all of my AC is blasting in my attic crawl space all this time! UGGGG! Now since we reconnected the vent my house feels amazing -- nothing wrong with my AC....just a HUGE screw up from Sunrun all this time
I was so pissed, I called Sunrun again to file a formal complaint of this screw up and request credit issued for all the extra money they cost me Sunrun says well there is nothing we can do because this happened too long ago! I said no no no, I called times last year, and if you would have came over, you would have noticed this error then! Sunrun rep said well I will submit your request for a call back but I don't think you will get a response....OH MY GOSH, I can't believe the attitude of customer service this company has! This is the same crap I got every time I called last year as well....you get absolutely no service Complete opposite of when the unit is sold to you They told me if I had ANY concerns that a rep or field supervisor will come out to look at the situation....total LIES!
SHARE THIS POST TO WARN EVERYONE

I've been trying to PAY Sunrun, but my insurance company requires Sunrun document the dates they performed services: • Solar Panel Removal Date (10-21-***) • Solar Panel Re-Install Date (5-6-***) This is really easy if they would just respond to my multiple emails, voicemails, and customer service calls

I had a solar system installed two years agoLast year its production dropped to less than halfI did not know this till I Decwhen I got a Edison bill for over $ I complained in Dec and they attempted to repair in Janand failedThey have tried again in Feb,march, and April without getting it fixedThey will try again in MayI have a contract that guarentees % production and they have not refunded my loss nor repaired the systemI owe Edison $ as of this month for power and it will still be growing for and would like this refunded also per the contractI would like the system fixed properyl and timely with someone who knows what he is doingI have met a lot of nice repairmen but no repairPlease help*** ***

Solar installation lead to roof leaksOver one year of attempts to fix problem but problem still persistsRoof damageWater damage drywall damage carpet damage and possible mold In the bedroom walls and ceilingAt this point now they are blaming pitch of roof to be factor and not material installation nor workmanship

I was contacted by Sun Solar Solutions about going solar for my homeThe pitch sounded great and that I would be able to save some money each monthMy equalizer plan from my electrical company was about $*** a month and my Solar would be $*** and my electrical bill taxes only (as long as my system produced enough power) is about $** a monthSun Solar Solutions was great they did everything as stated and on time however once the system was turned on it now was in the hands of SUNRUNAs Sun Solar was I believe a partner and now SUNRUN would maintain and manage this system including if the system is not producingNow the issue starts and keep in mind mid June going into July in AZ electricity is essential and this is the most important time to have my solar functioningI have only had my system for a few months and on June I get an email stating there is an issue with my systemSo I decide to login to my SUNRUN account and I look and I see my system is hardly producing any power

This is a warning to the publicSunrun Incbreached the written contract to pay damages in our roof during the solar panels installationThe installer parked and damaged my lawn and refused to paySunrun Incdid deny all the damages to my lawn and roof, the worse part would be months of psychological damages on the homeowners during the installations and approval of the systemThe installer will hang out to the property and ask the homeowner to keep the garage to be open and off alarm the whole day, while alone to your propertyThe experienced were horrible and my boat was trashed during their installation tooDeny....deny...deny...all the damages and would not take responsibilityWorse than Scammer

I am absolutely pissed with the outright lies our sales rep told us ,we are not saving any money.in fact it costs us more money per month.I truly wish I would not have gotten solar panels now.someone please start a class action lawsuit because of their deceptive sales practices and outright lies,which actually amounts to fraud

Watch out for this company SCAM! I had scheduled appts and they were no shows each time Bad business!!!

SUNRUN requires that one sign up for monthly auto pay with direct billing to one's bank, which requires that you give them your bank information, in order to avoid a $charge on each month's billIn other words, if one wants to pay by credit card, check, or ETF monthly, they add a $charge to your billI find this egregious and I do not think it is legalI had to transfer the solar panels on my house to my name in order to buy the housetwo weeks ago, they informed me that my panels were not functioning! They made an appointment for someone to service them weeks laterThis service is not being performed by them but by a subcontractor! For the first few months that I owned the house, they repeatedly took money out double in two or more monthsIt took my hours of letters and emails and telephone calls to straighten out this missI hate this company if there is a complaint about overcharging or double charging etc., one CANNOT speak to the billing DepartmentThey do no

Previous owner of my home husband diedWife let sunrun install too many panels on the home, & agreed to pay Sunrun more than $/ kwHBeing in the electric business we knew this was a bad dealWe bought the house after Sunrun agreed to credit back annually any charges greater than PG&E would charge for electricity if the house did not have solarPG&E usage for the 1st year 4/1/- 3/31/was - kwHSolar over produced kwHSunrun production for this period was kwH and @ $was paid to SunrunWithout solar we would have paid @ $to PGE for the kwH used by the houseTransfer contract says Sunrun will provide annual analysis of electric consumption from PG&E and purchased from SunrunIf analysis indicates we would spend less without Sunrun charges then difference will be creditedSunrun credited $in December and shut down their systemWe never received analysis or explanation of what the credit representsWe've been payi

In March Sunrun thru it subcontractor installed solar panels on my roofSoon after the roof started to leak into one of my roomsThey came times to seal the leak, saying that the leak was solar relatedBut it never stopped leakingAbout weeks ago, a roofer came againThis is the th timeHe did some work and said the leak will stop for a year at which time I may have to consider replacing the roofAs soon as the rain falls it leaked againTwice they fixed the damage done to the interior wallsPresently, the interior walls are in ruin and when it rains, the light stays on although it is switched offThe room, which I have vacated when it rains at great inconvenience, is a health hazard and an electrical disaster waiting to happenMy family and property are at riskThe last roofer (the 6th) sent by Sunrun subcontractor did some sealing in *** *** and reported to Sunrun that I needed a new roof and that the leak is not solar relatedHe told me differentlyHe sai

I am leasing solar panels that are only working percentThe original contract was different then what I am receivingI have not gotten the help I need from customer serviceI repeatedly have tried to reach out but I am still getting the runaround

In July, 2015, Sunrun Sales person sold us a system that was "supposed" to provide us with 95% of our electrical needsEngineer came out to design the system and his report to us was that they couldn't fill 95%, only 71%I told SUNRUN that was not acceptableEngineer came back and on second design adding more panels would provide the 95% on the contractAfter botched efforts to attempt to install a solar system on our house, the 4th crew finally configured an operational system! It took two more months for inspections and finally, January 7, 2016, NV energy installed the meters to connect us to the gridIt has been month since this system was on line and the production has never reached even 60% of the 95% they contracted forI have attempted no less than times via snail mail,, e-mail and phone calls to get them back out to redesign or re-configure the system to produce what they contracted forIt is impossible to get a commitment or even a visit from any SUNRUN persons no matter how many contacts I try to reachWe have had only returned call from all our attempts to get this problem corrected, and then there was no follow up call as was suggested by "***" in costumer service"*** *** or his supervisor "***"was to call me the next day" NO CALL, surprised, not at all!
Since SUNRUN and NV ENERGY had the decision made by NV PUC on NET METERING, SUNRUN has physically pulled out of the Las Vegas market making it more difficult to contact anyoneTheir bills still come in and are paid monthly but the product doesn't operate as soldOur contract was for yearsI didn't think it meant we had to wait years for service!
One contact said my neighbors tree is blocking the sun and there for it isn't performing BUT the tree was there when the system was designed, re-designed and times installedseems to be a design factor they don't want to acceptNumber worst service I have ever received from anyone anywhere!

We have had this HORRIBLE company since June of We have had one problem after another!! I would call customer service EVERY month to discuss my huge APS billsI have been told everything from: "you should unplug everything that you don't use daily", "sorry you only store usage in February and March", a few hang ups, " sorry we do not know why your system is not producing at capacity" and my all time favorite, " we will have a supervisor contact you"Well, I had the most incompetent person contact me After about six to seven months, I heard from *** ***He was absolutely worthlessAfter arguing with him back and fourth, he finally did our analysis That process took about weeks He found we did over pay by approximately $The company then gave us a credit on our billAll was fine until August of this yearWe had received a HUGE electricity bill of $Never have I had a bill that highI emailed *** *** and after several emails, we received an email from Titan saying they needed to check our system because it was not showing any usageTitan stated that Sunrun put in old software and our system was shutting down after about minutes dailyI called Suntan and yet again, " we will have a supervisor contact you"I called later that night and spoke to Larissa CarterShe IMMEDIATELY looked at our production and said " Oh I definitely see why your bill was so highI am sending you a $check"I was totally impressed, thinking I was getting someone who new what they were talking aboutWell yet another high electricity billNow she says "oh your analysis was done wrong, you should have never had a credit They will no longer work with us because we won't allow them to blame APS or take responsibility for their mistakesI want these panels off my roof so I can go to a competent company who actually cares and listens to their customersJust another quick fact, the sales person Patrick was fired after signing us up due to his lies and promisesIf I could give a negative star, I would!!

Initial Business Response /* (1000, 5, 2015/01/12) */
We apologize for the delay in getting this refund to youA check had been sent on 11/4/but since you did not receive it, a new check has been sent on 1/9/via F(tracking number: XXXXXXXXXXXX)This check should arrive Monday
1/12/by 5PMThank you for your patience as we work to resolve this issue
Initial Consumer Rebuttal /* (2000, 8, 2015/01/14) */
After I filed the compliant and sent Sunrun the case number, Sunrun finally take my issue seriously and send me my refund check via FedEX on 1/12/It took months and numerous emails and phone calls to get back my money, it is very annoying and ridiculous! I wish Sunrun can improve their customer service support from their Accounting department and customer service department!

I purchased a panel system in December Sales person seemed helpful I originally wanted to go with micro inverters but was told that Sunrun doesn’t install themAlso the sales person told me that they have a new inverter system that was different then string inverter, and worked better then micro invertersThat the panels would be more efficientSo panels were installed in December of 2016, I should have been connected to PG&E by the end of January, nope Sunrun messed up the paper work, now it is March finally get connected to the grid $41k laterSunrun stated for my inconvenience they would reimburse me the interest on my loan for the monthsAfter weeks and several calls, they stated we are still working on it, till this day no reimbursementI have been happy with my system production until recently I have watt panels on my roof, on a cloudy rainy day I produced Kw, I’mOk with that, but on a sunny clear day no clouds my system has been producing below kw and many days 4,5,6,7,kwCustomer service stated my system is producing what is expected I checked systems in my area using watt panels xpanels and they world produce 30-kw the day I produced and kw’sI understand their is variables for different system such as placement, eviroment ectA system only producing around watts per panel for a 11-hour day of sunshine, tells me there is something wrong with my system Calling customer support on Monday asking about a better monitoring program, because mysunrun is very basic and does not provide important informationIn that phone call the person told me I just had a string inverter, that no dc optimizers were installed on my system I made a complaint with him that I was promised this technology that was better then micro inverters He said I would receive a call back he would escalate the issueThen Thursday afternoon I called back because no one followed up with me since Monday I expressed my issues with the customer service rep, she stated she would escalate it as well, no resolution Used chat feature, and was informed they did install the optimizers, but I am not reassured, she stated if I had another company look if I had optimizers installed it would void my warranty, and Sunrun would charge me $95/hr to look at the systemAnd again this is the third communication that they told me my system is producing as expectedGoing on day just produced kw’s for Friday, my system is not working properly It is by far the worst company that I have dealt with as far as taking care of the customerI wish I would have went with a company that provided micro inverters, because I was lied to, and the SolarEdge system was better, for who, Sunrun’s profits I very unhappy and would recommend others to seek other source for their solar needs

Initial Business Response /* (1000, 5, 2015/12/21) */
Thank you for taking the time to share your concerns with usA Sunrun technician was at the property on 12/16/and resolved the current issueA Specialist has also reached out to confirm the work was done to your satisfactionThey
will follow back up with the results of the performance guarantee
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 8, 2015/12/23) */
I have resolved the the issue with SunRun

Sunruns solar panels have caused a leak in my roofThe company has been here to fix the outside, but refuses to fix the inside of my roof where the panels have damaged itShame on SunrunThis is the second leak with sunrunI am doneI will be sure to spread the word about Sunrun and how they handle their customersUnacceptable

Initial Business Response /* (1000, 5, 2015/04/20) */
Thank you for taking the time to share your concerns with usWe apologize for the poor communication you have experienced thus farPlease rest assured, this is not our common practice nor the customer experience we want to provide
After reviewing your file its looks like you are in contact with a SpecialistIn addition, the system was reactivated on Friday 4/and a panel washing is scheduled for this weekWe appreciate your patience as we continue to work together to resolve these concerns