Sunrun

I had an existing contract with Sunrun on my house that was not covering my energy usage. They conducted a 'solar study' to determine how to better equip the home and advised adding solar panels and batteries. In their proposal, they listed the "Updated Monthly Payment" would be $209 and promised the panels would provide over 100% of our energy usage. A few months later, my husband and I discovered they had misled us, and the $209 was IN ADDITION to the bill we were already paying. This was never stated or agreed upon in the sales process. I would never have agreed to this amount, as even with 100% coverage it would not be worthwhile financially. Despite the fact that they confirmed their salesperson never explained a separate bill to us, they would not return to the original payment of $209/month and have continued to insist we pay two separate bills for a single system. In addition, their promise of 100% coverage has never materialized. We continue to pay for our energy usage out of pocket, which we were promised would not happen. We have not increased the amount of usage per month, yet we have yet to see even close to their promised energy be returned to us. We have tried repeatedly to resolve our conflict, but their customer service simply passes us on from one representative to the next. At least 2 employees we have interacted with in the last 6 months no longer work there. There is no accountability for the misinformation and deception, or for them to fulfill their promised coverage. This is a deceptive company with business practices that violate the California Consumers Legal Remedies Act. They should be not be allowed to continue lying to and misleading customers.

2 inverter systems installed 2011 by SunRun. Inverter failed Jan 2023. Not replaced until Feb 2024. Dozens of phone calls ignored until filed with Better Business Bureau and state Attorney General. New inverter failed in November 2024. So far have been ignored about repairs. Have again contacted Better Business Bureau, etc. I was told by techs on 1st repair that their SUPERVISOR won’t even return THEIR calls. I was also told on 2nd repair that Customer Service supervisors don’t talk to customers because “they have other jobs to do”. Customer service doesn’t exist in this company. Avoid this company like the plague, the bad reviews are REAL.

This company is either completely incompetent or complete frauds! Their panels can only produce 1.2 kwh and at best 2 kwh. They can barely run my refrigerator. You'll see them respond on here like they care but that's just to shut you up for awhile. I'M GETTING A FREAKING LAWYER. THIS COMPANY SUCKS!!!!!!

What a terrible company and experience. They prey on elderly customers who don’t understand solar nor the terribly written contracts. While they collect state and federal tax incentives they charge heavily inflated prices for low quality and poorly designed and installed solar systems. Want any support, good luck you will have to speak with multiple employees, many of whom barely speak English. You will get different stories and excuses along the way. Solar not providing the power promised in contract? Well they are going to keep charging you money and you can wait months for them to send someone out. If they show up you will just get an excuse of well I have to get authorization to fix then I can order parts. As their name implies, RUN AWAY!

Hello we are Erron and Lora De La Torre.  We are reaching out to you today because we have been a victim of Costco and their affiliate program with Sunrun Solar.  Three years ago we decided to get solar panels and batteries through Costco via Sunrun.  We thought going through Costcos for this solar project, we would receive the same customer service and quality as in the warehouse stores. In the past we also bought our automobiles through the Costco car buying program and even though you are dealing with a private dealership. The dealership shows you the Costco special pricing list and gives the highest quality customer service. But Sunrun is the opposite... at the Costco warehouse you set up an appointment. Salesperson comes out to explain what is the best option for your home. I trust Costco so I went with Sunrun recommended, now two years later Sunrun comes out to install the solar project. You might be wondering what happened in those two years. Well there were a lot of phone calls to Sunrun and Costco. I went through 4 project managers. Resigned my loan documents three times, because the loan documents expire if the solar project is not installed within a certain time frame. At Costco it's very hard to speak to anyone in the home installation department.   After the project was installed, the installers explained to us our system has permission to operate (connect to the grid) from Edison and have us sign documents on the installers iphone. This gives the ok to start financing, but we did not have permission to operate. Our home was not ready for permission to operate until 9 months later. During those 9 months we were making payments on the solar loan, but had no permission to operate from Edison. Sunrun did pay us back that part of the loan, a very small amount. Now we have a $2500 plus and of the year electric bill, when Sunrun told us you will be just paying the loan back that there will be no bill from Edison, you will be getting money back from them.  I call Sunrun and Sunrun really doesn't want to be accountable for the high electric bill. Our home is only 1200 square feet and it's only us two that live at our address. No electric cars. So finally I got a hold of Costco in the home installation department. And Costco said everything looks good to them.  Now because Sunrun does not want to be accountable for the salesperson,s mistake designing our solar system and misleading us. If you look at the attachments you can see month to month of our electric bill. The first month was over $800. To me it looks like the 2 Tesla batteries are costing us more money to charge them than what our house is using. With the cost of solar system loan and the year end electric bill. Now we are paying about 2.5 times for electricity. We are willing to help any news network to help other consumers to not go through Costco in home installation or Sunrun especially when Costco can't do anything if you're ripped off by their home installation partners. Technically you are buying the solar equipment from Costco, but you are not. Costco does not have anything to do with in-home installation partners. It seems that in-home installation partners are paying Costco to sell their equipment and services. If this is the case, Costco should be transparent with this information. Any more information any news media needs, we are willing to give.  We thank you for your time in reading this, we just really do not want any other home owners to be taken advantage of by Costco and Sunrun and their predatory practices. Costco will return a vacuum 3 years after purchase, but they will ignore their members when it comes to standing between them and a paycheck from an affiliate. In home installation managers info:  Manager of the whole department Ryder Ahlbin phone # (425) 313-8231 email rahlbin@costco.com Solar-account manager Bradley Rustvold phone # (425) 313-8190 email brustvold@costco.com Solar-inline/online assistant buyer Wendi Wamboldt phone # (425) 313-6011 email wwamboldt@costco.com

Sunrun’s sales rep Kyle Marshall lied to my face! He assured me that if my roof is old Sunrun would replace it at no cost to me prior to the installation of solar panels. Based on this assurance, I signed a contract that same day. A couple of weeks later I received a report, stating that my roof is good. Now, only a few months later my roof is leaking! I have reports (with pictures and drone video) from 3 accredited roofing companies who clearly show that the roof has multiple cracks, missing and broken shingles, exposed roof nails, there are numerous spots with algae and moss, indicating that the shingles are letting water get through, etc. It is absolutely clear that the solar panels should never have been installed on a roof in such conditions. I have exchanged several dozen text messages, emails, and phone calls with Sunrun’s so-called “customer support” who are openly rude and unhelpful. After 3 weeks of daily messages on my part, a case was finally open. The case manager, Judith Jordan, had the audacity to tell me that there is no leak in my home! Even though I have proof to the contrary from 3 roofing companies! Now Sunrun wants to charge me to remove the solar panels; panels, which should not have been installed in the first place! I have spoken with several other families in the neighborhood, who have signed with Sunrun, and they all confirm that the same has happened with them – the sales representatives would offer to replace the roof and even cut down nearby trees to maximize access to sunlight, but once the contracts were signed, none of this has been done. This is a clearly established pattern of misrepresenting their services. Additionally, Sunrun ignores / doesn’t warn the property owner of the poor condition of the roof, because later, when damages occur, Sunrun can charge the house owner extra for removing and reinstalling the panels. This is not simply negligence but an intention to defraud! Frankly, it borders on extortion! I am filing complaints with the county and state division of consumer affairs, and with the BBB. Sunrun’s dishonest and predatory practices, and abusive behavior to their customers should not be allowed to continue!