Sunrun

Why can't I give 0 on yelp please!!!!!!!] This company is a nightmare, how can they survive with such horrible system and customer service? I bought my house in March this year, I've been doing everything possible to transfer the system under my name so I can pay bills on time. They had me to make so many phone calls; they told me the transfer was done; then it wasn't; then I had to call over and over. Finally after I was able to get into the portal and setup automatic payment about 1-2 months ago; then yesterday I received an email asked me to sign a transfer doc, but there's no doc in the email for me to sign. I emailed my coordinator (Rosa Polo) and her boss ((Keyla Hinojosa) and they completely ignore me; no reply to my message at all. Someone else told me to call customer service, I hate to make the phone call because I did too many calls back then and it went nowhere. This company needs to be out of business. They should not exist. It is gross to deal with them.

This will be a long review, but I want to be thorough about what we have had to deal with. And our experience with Sunrun lasted about 4 months for them to finally tell us that they couldn't do our solar. From the very beginning, just at the referral process, we started to have a bad experience with Sunrun. Sunrun offers its customers are $1000 gift card if they refer a friend and that friend gets solar through Sunrun. We were referred by a friend so when I went to the website to request a quote, I clicked on the option saying that I was referred. From that moment on, Sunrun tried its best to not have to give that incentive to the person who referred us. It took multiple phone calls, many texts, and my sales person, Roman, had me email the company directly, explaining exactly how we got involved with them. Roman just didn't want to do it. In the meantime, we had our first home visit from Roman, to talk about options. For the first meeting, they set up a preliminary report on your homes' solar potential based on a satellite photo, probably from Google. Roman was enthusiastic, but he only thought we would get about 50% of our electricity from solar because of trees. He explained that we probably wouldn't get solar unless they could get that percentage up. So the salesman told us that they would remove trees at their expense from our property to get a percentage up for us. At that meeting, he also said that we would have solar by the end of spring, which we were expected about. The second step was having another person come to the house to take indoor photos of our electrical system, take drone footage and get measurements. This was February and it had just snowed so I warned them that it might be hard to see and dangerous to be on our roof because our roof is white PVC and the snow is white. They assured me it would be fine. They were wrong and had to send another technician out at a later date to do it again. Our sales agent kept trying to come back over to the house Insisting that would be better than a phone meeting, but we declined because he stayed so long at the first meeting. So we did our second meeting on a video call. At that time they had a more accurate assessment of our roof situation and our electrical panels. He said they would no longer be able to take down the trees for us. We would have to do that at our own expense, because our electrical panel needed work, even though I explained to him that our electrical panel was only about four years old. Roman was unable to answer, almost any of our questions about the report. For the next several weeks, I called and texted with Roman while he still could not answer the questions we had. Then he ghosted us. So I called Sunrun directly a couple of times, reiterating our experiences so far and asking for a new sales person because he was not answering our questions and had already backed out on part of what they promised. Instead of calling me back, the "Senior Regional Sales Director", Eric Goodell, called my husband directly. Which I found disrespectful as I had been the contact person from the beginning. Eric answered some of the questions with my husband and said that they would be getting back to me this time directly as my husband requested, within a couple of days. Then we never heard anything again for several weeks. So I called Eric directly which he said that we could do. He didn't remember any of the specifics of the job so I had to go over everything with him again and then he remembered that he had passed it back to Roman to follow up with us with the info he gave him. Which he never did. So I explained again how much trouble we had had with Roman and said that we did not want him because he couldn't answer our questions. He then assured me that he was taking over our case and would handle it personally and he would try to fast track it since we had already waited so long. So again, we were excited, thinking that we would have solar soon. He had lots of questions for me, all things that I had already answered multiple times. After about a week and many more texts, he finally got back to us saying that they couldn't do the solar at all because of our PVC roof. That was something that I had said from the very beginning, that our roof was two years old, brand new PVC. When I said that they had wasted months of our time, and I asked why they don't work on PVC, Eric ghosted me. No explanation on why they do not work on PVC, which is something I would like to know because we do still want solar. No explanation on why they waited four months to tell us this when I told them from day one what our roof was made out of. And no apology of any kind about wasting all of our time. We are now back at square one when we should already have solar up and running per the timeline, they gave us. What a horrible company to deal with. Liars, terrible communicators, and just shady business practices.

I’ve had sunrun installed for over 4 years now and it’s been a great experience. Thiago Barros is the person who originally signed us up and he has always been super upfront and honest. We recently called Thiago back out to add more panels because we installed a pool and hot tub and were using more power. Thank you Sunrun and Thank you Thiago!!

I wish I could leave negative stars! The panels are not registering. Sunrun charges $600 just to come out to see what the problem is. When we bought the panels from Vivant, service was to be included. Sunrun took over the contract to maintain the panels and now we have to pay or leave the useless panels sitting on the roof doing nothing. $30,000 down the drain. They have never generated enough power to pay for themselves as promised. Solar is all a scam. Nothing but trouble. Never got the Government rebate that was promised either.

I had a terrible experience with Sunrun. What started as a simple solar project turned into a nightmare. There were major delays, miscommunications, and no accountability. Their subcontractors made mistakes during the roofing process, which disrupted my family's life, especially with two small children at home. I was promised follow-ups and support, but instead, I was ignored, manipulated into signing revised contracts, and then blamed for their internal issues. Even after repeated attempts to work things out, Sunrun refused to take responsibility for the stress and financial burden they caused. If you’re considering going solar, I strongly advise you to look elsewhere. Sunrun may talk a good game, but when things go wrong, you’re on your own.

Avoid this company. Unprofessional and even the legal escalations team barely responds to you. Initial Service Request (August 2024): I initially contacted Sunrun regarding a malfunctioning meter that was displaying increasing readings despite the solar panels not being installed on my roof. Sunrun declined to send a technician, stating they could not assist until the panels were reinstalled. Follow-Up Request (December 2024): Once the panels were reinstalled in December, I submitted a formal request for maintenance. Sunrun acknowledged the request but repeatedly refused to send a technician. Despite multiple follow-ups over the next 30+ days, no action was taken. Breach of Contract: In light of Sunrun's failure to provide the required maintenance and service, I invoked the seller default clause in the contract and requested the removal of the panels. To date, Sunrun has failed to retrieve their equipment, and the issue remains unresolved. Unresponsive Case Manager: My case manager has been consistently unresponsive, failing to answer any of my questions. Additionally, they have not provided a proper February bill, despite my repeated requests for clarification. I have yet to receive any substantial communication from Sunrun regarding this matter. Excessive Billing and Faulty System: In February, I received a bill showing an increase of over 15,000 kWh in one month, despite my system producing approximately 200 kWh per month. This further confirms that the system is malfunctioning and has not been properly maintained.