Sunrun

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.

DO NOT CHOOSE SUN RUN- WORST DECISION EVER! The company makes you lease equipment that they don't properly monitor, and they make you pay a monthly service fee when they don’t provide professional or basic customer service. We went 5 months with our inverter being down, and no one even notified us until I contacted the company to complain about underproduction. The online portal made it appear that our system was fine, when in fact it wasn’t. I then had to speak to three different customer service reps to just schedule an appointment for a service tech to come because their 'appointment system was down' for three consecutive days! Each time, a rep guaranteed someone would call me back, and no one did. Then when I followed up for the third time, the only appt available was a month away! I then had to spend a month calling customer service reps, case managers and supervisors to resolve our issue and have someone fix the problem sooner than waiting another month. Reps and case managers said they would return calls and emails, but never did. Our case manager Amalia Aguirre actually hung up on us when we called her to complain that the service tech never showed up to fix the inverter; when we called her back, we only got a busy signal; she and her supervisor Jennifer McReynolds didn’t respond to either voicemail, text, or email for a week. I ended up having to call other customer service rep and try to get another case manager (this was promised and did not happen). I was repeatedly told that I could receive compensation for the 5 months of underproduction, but only ended up finding out that we didn't qualify for the performance guarantee reimbursement even with 5 months of our inverter being down. Every customer service rep read from a script and didn't even take the time to read the case notes or understand our concerns/issues as expressed, they just kept repeating the same lines. When Amalia Aguirre finally returned my calls/emails after a week, she didn’t even acknowledge her hanging up on us, and when I addressed it with her, she just said ‘Sorry, my phone system was down’. For a week? SunRun can’t resolve appointment scheduling or phone issues in this day and age? But they don’t have any issues of course taking payments or with their billing department or system. You end up paying monthly to lease solar products that don't work, aren't monitored, aren't serviced for months, and then have to speak with unprofessional staff that don't even have the professionalism and courtesy to respond to your concerns, calls, or outreaches, whether by phone or email. This lack of service was received by even the case managers and supervisors! Now we’re locked into a contract that we can't get out of unless we buy out the $20,000 of equipment. So basically you end up paying monthly for nothing, and there's nothing you can do about it. DO NOT GO WITH SUNRUN.

Sales process went swimmingly. Of course, that is probably by design. Mussie, who no longer works there was kind and communicative. Fast forward to install. Seems to go well. Except, no, we start experiencing leaks in our bedroom ceiling and when our contractor looks at our roof, it's apparent that the installers drilled holes in the wrong spots, didn't correct the issue and just left our roof compromised. Tried to no avail to get it dealt with but SunRun does not care. It's never been fixed after years. Fast forward again, we experienced a microburst in 2022 that sent trees and tree limbs flying. Solar panels were smashed. Called SunRun immediately after the adjuster left, sent them photos of the crushed panels, and their call center told us, "everything (data) looks fine for solar production so it's a non-issue." Oh, sure, because the photos of the smashed panels are just...not an issue? That was 2.5 years ago. I still don't have panel replacements, customer service is a joke, I have interior damage to my home. Yesterday, techs showed up at our house without an appointment to replace our batter back up. That's been broken for over half a year. Apparently, calling us and making an appointment is too much to ask? We work from home and our child is home recovering from surgery. Again, is this good customer service? Spoiler alert: NO. Their sales people reached out to me asking me to refer people to them for $1k. Absolutely not. You could not PAY ME ENOUGH MONEY to tell you something positive about this company and screw another human over. There isn't anything positive! If I could give zeroes across the board, I would. Do not walk, RUN from this company. It's the worst customer service I have ever experienced in my life. And I am stilling waiting on my panels.

Luka and his friend came to my house and wanted me to immediately sign a solar loan application, take pictures of my electric panel and meter. I told them no, as I need to decide if this is for me. They started shouting at me for not taking Soler run offer as according to them NatGrid would cap solar projects and would increase my electric bill if I do not go Solar. If I am paying too high an electric bill its my money and why should I be forced to do something i do not want

If you are thinking about solar, I wouldn't recommend Sunrun. I have Sunrun, with 39 panels, and a contractor house painter sprayed the panels with paint. I'm concerned about losing energy, but Sunrun basically says that as long as the system is producing any energy, that they are not worried about it. I'm aware that Sunrun isn't responsible for the painter's mistake, but I'm concerned about damaging the panels is the paint is not removed properly. I'd hate for a contractor to attempt to remove the paint but uses a chemical that would damage the panels. I'm only trying to get support from Sunrun for who to contact so properly clean the paint off the panels. They won't respond except to say that if the system is producing (any) power that I shouldn't be concerned.... Really?... and Sunrun calls that support? I have called and spoken to at least 2 representatives that spoke good English, and have done online chat's with at least 3 representatives, (and sent photos), but no replies... The system is leased, so I don't really own it, so if I perform the removal, will the warranty be voided? They, Sunrun, won't properly answer that question..