Sunrun

When the electrician installed the photovoltaic placard on the cover of my breaker panel he drilled through it and made contact with the main breaker. It caused an Arc and burned several place within my panel. I was never told that this happened and only discovered it 5 years after the initial install when I had my panel serviced by a local electrician. I submitted a damage claim form with Sunrun twice and both times they closed the case stating that the breaker panel is not part of the solar system and not their responsibility.

Update 12-1-22

Sunrun finally addressed the issue and sent out an electrician to replace the damaged breaker. I've updated the rating to 4 stars. Other than this issue Sunrun has been a good company.

I have been trying to get our inverter replaced for 4 months. A tech from Nova Source has been out twice and Sun Run has failed to provide the correct materials each time. DO NOT USE Sun Run.

Still waiting to have solar put back been 3 months now do not go with this company they do not have any I repeat customer service!!! Soo disappointing!!

Sunrun is pathetic worst financial decision ever made in my life wouldn't recommend this company to my worst enemies. You installed solar now the panels are a breeding ground for flying rats, that carry disease and it's my responsibility to fix Sunruns poor planning, Sunrun 100% knows that the panels will attract rodents, that were never there prior to the install now they make it the customer's responsibility, total crap, I hate Sunrun, if you want to keep your sanity stay away from these crooks, also not saving a dime on electricity still get solar bills that are Increasing annually by 2% and 2 months into summer I've used up all the accumulated solar energy then I start getting fat bills from APS cause the crap system they installed can't keep up, not enough panels and wrong side of the house but they won't admit that.... KEEP YOUR SANITY AND STAY AWAYYYYYYY!!!!

Do not use Sunrun Solar! If I could give them 0 stars I would. We've been stuck with them for longer than I care to remember and we've had nothing but problems. Customer service is a lady from India who doesn't have a clue but what's scripted for her to say. Recently we needed critter guards installed and they tried to charge us 4x what other companies would dot it. Now they are trying to charge us $350 to make sure a reputable company did a good job. Otherwise they are canceling our warranty. This place is a shady business!

Customer service sucks! They have no professionalism, they don't know how to return phone calls or emails. I have to call or email multiple times before getting a response. The installers damaged an electrical unit that ran to my stove top range, which caused it to not power. I was left without power for my stove since December 22, 2022. Weeks of trying to get Sunrun to take responsibility was impossible. Finally they responded and said to call an electrician. An electrician was called and confirmed Sunrun did damage during installation. We notified Sunrun rep and told them they needed to pay this. They stated they would reimburse us for paying out of pocket with the electrician company. The repair happened January 10, 2023. Immediately notified Sunrun and provided the invoice. Consistently asked the escalations team and my representative where and when to expect the reimbursement check. Neither of them knew. Finally, March 13, 2023, we were notified that they supposedly mailed it out to the wrong address, which they are claiming it is my mailing address (which happens to be next door). I had to confirm my mailing address to my permanent address (which is where the solar was installed).  March 14, 2023 is only when I get someone on the phone stating they were sending it to the accounts payable team to get this check reissued. I'm so dumbfounded on how my mailing address is different than the physical address where the solar was installed.  My contract CLEARLY states my MAILING address is the SAME as the physical address. So who the hell screwed this up? On top of that, I have been trying to complain but no one seems to be the right person to complain to and just keep passing the buck! I now have a "new" escalations person assigned to that I haven't heard from. I emailed the escalation team over a week ago and still have not been contacted. The person now assigned has a voicemail that stated they are prioritizing their calls with people who live in California. How about this was a priority when i was left without a stove during the HOLIDAYS and had to spend more money eating out?! From the get go, this didn't go well. The sales rep that was originally assigned (as I was a referral from someone else) never contacted me and i was told to "call back next week" to see if someone would help me. Finally my case got reassigned to someone else that actually did help me. But after that it continued going down hill.  This is the WORST company I have ever worked with!! Never would recommend Sunrun to anyone!

This is a terrible company. My solar panels from Sunrun stopped working and I contacted Sunrun to try to get them fixed.
It took them more than 1 month to just schedule 2 service calls, and they have not even solved the problem yet.
Customer support always refers you to their Field Service Representative, who never responds and you actually had to call the company to get any status update.
Please avoid this company, there are plenty of choices on the market.

lol I will never use sun run, I just saw all the bad reviews from here and in social media. Just wanna make sure y'all don't fuck anyone else over.

Just had a nice call from Customer Care Manager Vicky Rios.  She had all the background info, and I did not have to repeat my story yet again.  She confirmed that my system was now functioning correctly and transmitting data to my electric company.  She also credited me for the six weeks that the system was not performing correctly and told me to keep her name and number in case of any future issues.  Well done, Sunrun!

We are at the beginning stages of the solar process with sunrun and are already frustrated with the lack of communication. Our sales consultant will not respond to texts or voice mail, and we haven't even been contacted by the project manager if there is one.
The reviews are outrageously bad and that is not a good sign. Lack of concern for customer satisfaction is a huge red flag.
I think it's time to move on!!!

Costco should be concerned about this type of service as well

My experience with this company has been outrageously bad. There are many options for solar, CHOOSE ANYONE BUT SUNRUN! Firstly the salesman who came to my home (and was RELENTLESS in contacting me over and over again until I signed up) told me that the neighbor who referred me AND I - would get a $1,000 signing bonus. The neighbor got his $1,000, I did NOT. Repeated attempts to contact the salesman directly have resulted in complete GHOSTMODE. When I contacted customer service they informed me that they don't give $1,000 bonuses to both parties. So that means the salesman Tyler Callow BOLDFACE LIED to me in order to get this sale. Despicable.

Secondly (and even worse) I signed up in September of last year and was told it would be "a few months" before everything was installed and up & running. It took until the end of MAY for my service to be operational. EIGHT MONTHS from the time I signed the contract!! Repeated calls to the customer service line got me no answers  EVER.

This is the worst experience I've ever had with ANY business of ANY kind in my entire LIFE! I mean, there's good, there's BAD and then there's SUNRUN BAD. This company wins the prize for WORST SOLAR COMPANY IN BUSINESS.

With the many options available to you, CHOOSE ANYONE BUT SUNRUN!!

I prepaid the lease in August 2016.  On May 25, 2021 the system stopped working.  upon inspection the Technician said all panels were defective and needed replacement.  No effort has been made to repair system by Sunrun.
Their excuse is "We don't have any panels for repair."  When I pointed out that they have panels for install, they said " Repair and install are separate.
My advice would be to avoid Sunrun and read fine print on contracts.
Also make sure Pigeons can't get under panels, they are a mess.
One more thing.  During initial install about 50 roof tiles were broken.
They did replace them but it wasn't a very good job.
Bottom line- I paid $12,225 for solar and it lasted four years and then big trouble.

I represent a buyer purchasing a home with a Sunrun system installed. It has been an absolute nightmare getting the service transferred to the new home owner. Currently, Sunrun is asking for a payment on a system that was paid in full last year. We have the documentation showing it was paid off, but they will not give the needed release to record the sale saying there is money still owed.

I called Sunrun to inform them that my son, a customer of Sunrun, had passed away suddenly and his autopaid bill was not sent as the bank had frozen his account. Taking the information from me was pretty straightforward. But less than two weeks later I received a call from them asking when I would be selling the house. No words of condolences. My son had only been dead twelve days! No waiting for even a Death Certificate. Just "when are you selling the house?" The bill wasn't even late yet! Could they wait for probate court to allow the sale? They couldn't even wait for me to bury him before calling to demand when the house would be sold! To say this was rude, inappropriate, and insensitive is not strong enough! No compassion! Shame on them.

Things being made right as we speak.

As you all can see they had a rep reach out to me here and they are trying to get this all worked out. Once that we get that gift card I will most likely be adding another star.

We HATE sunrun. Our system is apparently too small for the current usage and we constantly pay HUGE amounts to APS as well as our sunrun lease.  If we cities we would give sunrun -10 stars as a rating.  They are the worst.  Do not go with them!!

We got solar panels over a year  ago and the savings that sales person told us, never happened we report this issue many many times and they just close my case over and over again..
I definitely not recommend this company..
I'm looking forward to finish my contact

I was more than ecstatic to get solar installed. After months of going through the process. Finally got the panels installed. However upon returning power to the house my stove stopped working. Some from their team looked at it and blamed the stove. Changed the breaker and said it was fine. I waited a week to hear back from anyone but I had to make the call. They sent someone over while nobody was home. So I hired an electrician who stated they messed up the line somewhere between the breaker and outlet as I was not getting the proper voltage at the outlet. I had to spend the holidays Christmas Eve, Christmas, New Years Eve along with New Years without a stove. As of now it's 2 weeks with no stove and it'll be a while before I can get the outlet fixed correctly due to their mistake. The out of pocket costs eating out is adding up. Really wanted to have an amazing review since the person who recommended them had nothing but good things to say.

I purchased a home in Mesa that has solar panels installed previously by SunRun.  The panels work great.  The problem is that there was never a transfer of the panels to us as the new owners of the panels that came with the house.  I called SunRun to discuss a technical issue and found out the panels were never transferred to us in the sale.  There is a process to do the transfer, but now the sellers have to come up with a death certificate for the woman who lived in the house previous to us who passed away.

After a couple of communications with LaSha Doughty, who was the transfer agent assigned to our case, we have received no communication or reply to my multiple polite voice messages or emails.  It's been goiing on two months now with no resolution.  I sent real estate documents showing that we purchased the home and the panels were sold along with the home.  How hard can this be?  Everytime I send an email, I get a robocalls email saying someone will get back to me within 24 hours.  What a joke!

I'm willing to go get the death certificate myself, but I can't even get a response from the transfer team.  If you call the customer service line, you are only offered two choices.  Do you want to buy panels from them, or are you an existing customer.  I'm neither and can't get any help.

Beware!

One star is too much for these clowns. My system went down in mid-October and just came back up in late January. No solar for 3 months but of course the billings continued. I was told I'd get a rather large credit once the system was back up and I'm now being jerked around by their service center in the Philippines where English is not their strong suit. I've been told multiple times a case manager will call me with a credit amount and of course nothing. For anyone considering solar don't use these crooks and make sure they service their customers with people in the US so at least you can carry on a conversation.

I don't know what I expected when I got Solar, but it was not this.  It's costing me more money. On 2 occasions within the last year the panels have quit working. And I only realized because my normal electric bills were so high, I checked the app and saw there was no production. The first time they were down for 6 weeks, the second time, a month. And the second time I had to wait 2 weeks for an appointment. I was told I could request compensation, only to find out after they were back online that I could not....BOTH TIMES I WAS TOLD THIS. I guess their customer service reps just lied to me to appease me.  Now they're telling me that they were actually  producing energy both times they were down, however they are not able to provide me any proof of that.  Horrible, horrible customer service. I'm so disappointed. And it seems I have no recourse.  DON'T DO IT IF YOU THINK IT WILL SAVE YOU MONEY, IT WON'T!!!

My Solar Rep from company Caliber Reps- Michael Davis is a "true" sales person. Deceiving, dishonest.  The time from signing up contracts and the actual install was at least 5 months. The fact there are months that go by sales reps forget promises made. I accept responsibility for being sold and taking someone at their word. I thought I knew better. He seemed like a good person. None the less I hope the experience with Sun Run solar as a whole is better that the field sales representatives they train, certify to sell their product with tactics, and endorse as a partners.

If I could choose no stars given I would.  I have been with Sunrun since 2017 when I bought my home.  Ever since this new 5G system had to be implemented I have had nothing but issues.  My system has been down since June of this year I have called numerous times and have been given the number to an outside company.  I just recently tried getting an amount of what I owe on the panels and was told I could not get this information because it had not been five years!!!  I have never dealt with a company like this I am definitely going to file a report with the BBB.  I live in Arizona and I should've done my research but I may have to get a lawyer as well!

I would highly recommend avoiding this company.  I bought my system through the Sunrun Costco partnership.  When the solar panels were installed the installation team installed the racking system on the north side of my house, drilling holes through the roof.  Once they figured it out they moved it to the south side where it was suppose to be installed.  I did not figure out what they did until after they left when I went on the roof to inspect.  They left about twenty drilled holes through the roof on the north face.  Then when the inspector came out the installation failed because they installed the inverter and meters behind the fence line.  It is code that they must be installed in front of the fenceline.  They drilled out twenty holes in the side of my block house to install the boxes.  After the failed inspection they moved the boxes to the front of the fence and left all the holes behind the fence with no repair.  I also found a broked off drill bit poking into my attric through the roof where one of the screws needed to be for the racking system.  I had to threaten to go to the Registrar of Contractors and file a complaint to get the holes in the north side of the roof repaired.  They did a quick patch job and did not replace the singles.  They never repaired the extra holes in the side of my house.

In addition they did not install the panels in the configuration that we agreed on in the blue prints of the project.  This has become an issue because I need to increase the height of the electric pole supply line to my house.  The panels are too close to the pole now so there is no way to stabilze a taller pole.  I can not upgrade my electrical panel now without having my solar panels moved and reinstalled because to upgrade the panel I am required to put in a taller pole.  If they would have followed the blueprints I would have had plenty of room.  I am going to have to pay to have the panels removed and relocated to the proper configuration from the blue prints.  This means I will again have an extra set of holes in my roof.

Also, if you are in Arizona and want a battery back-up it won't happen if you have Sunrun.  They will not install a battery back up on homes in Arizona and if you use a different company you will void your warrenty and service.

Finally, I have had my system for five years.  It came with a ten year warrenty.  My meter is no longer working and they are going to charge me $300 to fix it,   so much for the warrenty.  When I contacted costomer support because I incurred a very large electric bill or the first time in five years they could not tell me how much electricity I was genertating because the meter is not working and told me to call my electric company.

Sunrun has done thousands of dollars of damage to my house (I have since got a quote to have the roof properly fixed, 8K), didn't do the job they said they would, and do not warrenty their equipment. The total cost of fixing the damage to my roof and moving the panels to have them properly located is going to cost me more than the cost of the complete system they installed.  Thanks Sunrun!

If you want to be completely disregarded and pay more than what you'd pay than through a regular electric company...than this is the company for you. Biggest decision we wish we would have never made with this company.

**Update as of 08/19/21 - still have not received any communication from Sunrun. Nobody returns phone calls and nobody has contacted me.

A scam company built on fast talking sales tactics but horrible delivery after.  Very disappointed in the scam company.

Do not go with Sunrun. I have been working with them on installing solar since August. My issue is not with supply network issues they are having (like all other construction, supply chain, and small business are having), but with their lack of communication.

I have written more on already than their so call project coordinators have communicated with me.  I found this company with Cost Co. and I am submitting a request with Cost Co for this company to be banned from their stores as this is not customer service, and is only going to bring Cost Co's brand down even more.

If you are researching this company I hope to God you see this and run. Run for your life away from Sunrun.  They do not care, about their customers.  When you read Sunrun's response saying this is not the norm, yet after reading over 200 reviews today, it is the norm.

I am beyond fed up. Run, Run, Run.  Keep your money, find a better company out there that will at least give you the time of day.  Don't trust me, read Google review, BBB reviews, Yelp, Yahoo, the list goes on.

We have been trying to talk to customer service for the past 5 days and it has been impossible. The long wait we've been waiting is 5 hours and it is ridiculous. Supposedly we were given a number to talk to someone immediately but that was not true. Very disappointed with the service.

When we decided to use Sunrun at the same time as many of our neighbors, we were assured by the sales rep that our install would include a critter guard.  When installs began on neighbors houses, all had critter guards included with the package. Our install did not include a critter guard as stated by the sales rep. When questioning Sunrun as to why, we were quoted $1250 (50% off) for a critter guard install. Sunrun requested to produce documentation of promised critter guard. I come from a time when a persons word and handshake trumped any "document". I think Sunrun should show me documentation that all my nieghbors paid $1250 for thier guard. We now have birds nesting underneath our panels and causing roof damage. Unethical and questionable morals on Sunruns part.

First off, if I can give this company a negative rating, I would! This is the worst company ever! Their customer service is outsourced to another country and when you attempt to get in touch with a supervisor, they refer you to a case manager who is never available and never responds to emails! My problem with SunRun is that they installed their solar panels and they don't even work! My electric bill has gone up since they installed the solar panels and Tesla battery. During the install of the battery, they had to move some of my circuit breakers to another designated circuit panel. During the install, Sunrun's electrician did not install the circuit breakers to code, causing one of the breakers to trip and won't reset, and it started sparking and my lights in the kitchen won't come on! I contacted SunRun who then sent two inexperienced techs who only knew about the Tesla battery and not actual electrician work. They told me they couldn't do anything for me and to contact the actual builder contractor to have them fix the problem....WRONG! SunRun moved the circuit breakers which makes it their problem! So I contacted my builder who sent a electrician out, he stated SunRun did not install the breakers to the required code specifications which is causing the breaker to not reset. I contacted SunRun and explained to them their mistake. There was no sense of urgency on their behalf to send someone out to repair it. I contacted BBB and filed a complaint for which SunRun finally reached out and told me to have an electrician come out and fix it and send them the bill....wrong again! I shouldn't have to pay to have it fixed and then hope that SunRun will reimburse me...who knows how long that will take. I'm sick of SunRun and I'm going to contact the Arizona ROC and file a claim against their bond and then I'm going to file a lawsuit against them for breach of contract! And when SunRun responds to this review, you input means absolutely nothing at this point, so even bother to respond to this! I believe in the power of the pen and I'm going to write as many people and companies I know to complain about SunRun! I made a big mistake going with this company!

I had a sales rep come out to my house tonight. Signed and read the contract... omg I was lied 2! I was told it was free and cost me nothing for installation, maintenance... it turns out I am paying for their lease on their panels. They were supposed to cost $40,000 out of pocket but it shows over $76,000 for a 25 year term. I would owe $6000 more at the end of my term if I would want to own my own solar panels, which would be obsolete after 25 years. For $76,000   I can buy a lot of electricity without the headache of having my title roof stepped on and damaged. After reading a lot of these reviews in Sunrun, damaged roof, poor customer service, $1000 bonus only going to the sales rep and not the client for referring a neighbor, panels not covering enough energy and being back paying costs on the grid.....I rather pay the electric companies directly! Thank God for 10 day cancellation. I will email, call and send a certified latter to SunRun cancellations....

**"customer service" responded, but just a response no real action is being taken as of yet

At first things were great, but after I discovered that my system had been off line for about three weeks, I had to let them know it wasnt working. It has now been 4 months of no production, and I have been told to talk with their 3rd party vendor to get resolution, only to be told that SunRun needed to provide the part.

It has now been 4 months, and I keep getting told that the Inverter I need is on backorder. I find that hard to believe if they are still installing new systems.

I am now loosing credits with APS that offset summer electric Bills. I cant get anyone other than the 1st line customer service agents who sing the same tune.

No sense of urgency at all - Go with the Car Maker for your panels, their customer service is at least proactive and responsive.

I would give a - Star if it was avaiable

Sunrun did a fantastic job with our install, our power bills were wiped away almost immediately.  I would recommend them!

The best customer service and I mean their partnered up with Costco and ford on the new ford Lightning the company is up there

I sell solar. I felt comfortable taking on a solar lease as I understand Solar's value. I have even sold SunRun im California.

When we bought the house in Arizona the transfer was fairly easy. The system had  issues that took SunRun over a month to resolve. I let it go thinking we were new. And SunRun  needed time to adjust their records. It worked fine Then we decided to sell the house. We have sold this house and the system remains in our name. I have reached out several times to get this situation resolved. Steven Mathew is the name of the account transfer representative. He has not once replied to our calls. Not once replied to our numerous emails. NOT Once!  

Now I understand when people push back on me when I try to sell them a lease through other companies as I don't offer SunRun in Arizona.

Companies like SunRun have little or no concern for their customers. Makes our industry difficult. Avoid this company at all costs.  Buy a solar system.  Just not from SunRun.  Solar is amazing. SunRun blows.

stay away stay far away, don't return calls or even show up .they saved me lots of money and aggravation by doing this before we got started

RUN AWAY from SunRun. They have cost us 12,000 out of pocket for damage and multiple water leaks to our roof that they refuse to fix. Leaks occurred as soon as first rain came after install of panels yet they claim our roof is in dis-repair and it's not their issue, but a roof issue. If there were any truth to that statement...Then WHY did you deem it good to install after inspection by your own people???? They avoid you at all costs when they know they are in the wrong. Literally avoid/ignore do not return emails/calls. Biggest kicker is that they want 8500 to REMOVE the panels so that we can pay out of our own pocket the damage they instilled. If I had the time, money  and energy to take them to small claims I would and am considering it at this time.
Do not walk, RUN AWAY from this company at all costs.

This company isn't what it claims.
They state :  Your Utilities will go down. Not true. In fact, Mine has gone way up.

Besides this, they contracted installation out to a company that was terrible.
Left garbage, that we had to clean up and rake. Contractor is Titan.

I have HOA, didn't no what a conduit was. I do now They didn't install the right conduit now was it to HOA request. Had to match color of house. It did not. Now, due to this, I have to paint and find the color to cover said conduit. I have been fined for not doing this in a timely matter.
This is due to me only having 1 day off. Of course , Sunrun won't paint nor incurred payments.

My other problem is  NOT A SAVINGS  on your utilities and more.

This company is definitely not what they claim.  
Beware

DO NOT USE SUNRUN! The reps that come to the house lie to you and they rope you into an insane contract.  Less than a year after call system was installed, we found out through a home inspection and that our roof needed to be replaced. Sunrun stated they do a roof inspection before installation of the panels but they do not, that is a lie. It's a scam. They now we're trying to charge us nearly $10,000 to have the panels taken down and then reinstalled so that we can repair our roof. They also damaged over 50 tiles during the installation and did not tell us, further damaging the roof.  Terrible customer service.  They also lie that you won't have an additional APS bill and you definitely will!

They are a horrible company. They lie and also charge 5.00 fee every month because you aren't signed up to auto pay. I paid Mt bill on time and I was signed up for auto pay and they charged way more. This company sucks. Do not use them and I wish the previous owners did not use this company either. I would give negative stars if I could. Very shady

Going on 7 weeks now. The battery was installed finally after 5 weeks (by another company), but unfortunately it's not charging. Sunrun assigned a "Senior Field Performance Coordinator" Ajana Curry to the job to see that it was completed. Unfortunately Ajana still hasn't contacted us. We've attempted to contact Ajana by phone and by email, with no luck. We purchased the system through Costco, and at least they're willing to follow up. Hope they can make it happen.

I'd "Run from Sunrun"

Delays. Delays. Delays. I chose Sunrun Solar because they seemed to have a good product and a strong story to tell. I still believe that may be true but their execution is not good. I signed an agreement at the end of July 2021 and it's now December and while everything "appears to be ready to go" I still cannot get an install date scheduled. There has been a lot of finger pointing (city of PHX, APS, design team ....) but the net effect is that it's been over 4 months and still no installation date scheduled. I've tried to escalate with no response from management or project management. As you can imagine, it's very frustrating working with this company and I am starting to regret signing with them. I expect more from this company and am disappointed with their performance.

Great referral programs and customer service.  I'll put sunrun solar on my next home too.

I was promised that the solar system would produce 100% of my usage, that meant that I would be saving about $100/month on my electricity. I was told by Sunrun that my usage in the previous year was about 15,500 kWh, I considered Sunrun to be the experts and trusted them in their word. That was a major mistake, after the installation I found that I was not saving any money so I got into my APS account and found that my usage in the previous year was
23,500 kWh.  I have been fighting it out with Sunrun for over a year now, I want them to remove the inadequate and valueless solar system. The solar system as it is reduces the value of my home and is a detriment to it marketability. I have contacted the Better Business Bureau, 5 On Your Side, and the Arizona State Attorney General without success.  I am currently in the process of suing Sunrun in Arizona Supreme Court.  If Sunrun's miscalculation is on purpose that would be consumer fraud, if it is unintentional it is a gross misdemeanor, a huge mistake and I should not have to pay for their mistake.

Beware they prey on the naïve elderly with false promises.  
Reason for purchase was to reduce the APS electric utility bill.  The sales person assured there would be a reduction in the billing of about $200 a year. The subsequent proposal from Sunrun states a savings of $116 the first year. It also states an offset of 99% of current electricity useage.
2.  Sunrun executed a design plan that determined a Kwh capacity for the installation. This was assumed to produce the savings promised.  Calculation of rates and costs for an 84 year old lady with limited vision and limited income was beyond comprehension to assess how effective the plan would be.
3.Sunrun sent a Home Electricity Report for the first year of operation  It was based on the monthly APS bills

2019  12 mos non solar APS bill $775.1 Tot Bill

Solar  First YR
$431.34 Tot Bill APS
$768 Sunrun Bill @ $64/month lease
$1199.34 Total cost first YR
7050 Tot Kwh
$810.75 Est APS bill no solar  based on 2019 data

$388.59 Additional cost  of solar first year

4. Bottom line - Sunrun solar  cost is almost 50% more than the non solar bills
The whole sales premise was false and deceptive and designed to take advantage of the complexity of  utility rate calculations

PATIO EXTREMELY DAMAGED!!  Back on Dec. 11th, 2019, we had two Sunrun employees come out to thoroughly inspect the Solar Panels that your company installed and the subsequent damage that these panels have caused to our patio.  It was determined that the damage to our roof was indeed Solar Related.  I was sent many pictures of the panels and the top of my patio on that day and I received the email below from the technician stating that and I quote "Roof Leak is SOLAR RELATED."  They also stated that a field service manager would reach out to me within 2 weeks.

Lets fast forward a few months after NEVER hearing from my field service manager I called Sunrun and received a name.  I reached out to my service manager Jantzen Valentine on at least 3 different occasions and left messages on his VM.  I called on 2/6, 2/17, and 3/2 never to hear back from you.  Only after I reached out to you once again on 3/2, almost 4 months later you call my Husband not me to inform him that you will not be repairing our patio and offered us $500.  I have yet to actually speak to you.

I am attaching current pictures of my back patio just to show you how the holes, peeling, warps, etc. have only gotten worse due to the extensive rain we have been having.  We can all agree that $500 won't even put a bandaid on this issue.

YOUR COMPANY DETERMINED IT WAS YOUR PANELS THAT CAUSED THE DAMAGE AND NOW WE ARE LEFT WITH A PATIO THAT HAS EXTENSIVE DAMAGE.  THIS IS NOT ACCEPTABLE!

Letter from Sunrun Employees stating it is their companies fault:

12/11 - DL & Adrian
Got to site and spoke with homeowner. She said the roof leak is leaking on the patio outside and it is dripping very badly.

Patio Ceiling:
There are 4 different spots where they is ceiling patio damage. The tape is coming off in some spots and water was leaking down from the lights.

Roof:
There was a lot of dead birds on the flat roof that came down from the top array. We brushed out the dirt off around the flashings and found the flashings that were ponding starting to lift allowing water to get under. There was about 5 flashings we needed to coat with M1. Which was a temporary patch.

We patched up around the flashings where it was starting to lift so if there is any other rain it will band aid it. We spoke with the homeowner on the next steps. To contact a roofer and get it rolled around the flashing with a more permanent seal. For the rotting wood, she would need to get a contractor to check it out as well.

She was happy that we came out and was able to put a temporary patch.

Roof Leak is SOLAR RELATED.

Having moved into our new home less than a year ago, Solar was on our todo list. And especially after our first summer, in AZ you know a/c is a must! Had contact with a rep who was prompt, informative, and listened to every question and concern. When Mike Thomason said no out of pocket needed at all, he was telling the truth, not one dime! Honestly not one red cent! The entire process took little over a month from in home consult, inspection, install, inspections to flipping the switch - every bit of communication was professional. Our contract is $150. a month with 2% increase a year for 20 years and fully warranted. And yes, we Do NOT own the system - after 20 years upgrade. The technology changes daily and why do I want to own a system that will be completely outdated by them? Do you own a car that long? Rarely does anyone. So on hot summer days and nights I'll be comfortably cool sipping a refreshing beverage feeling fine with increasing prices around but my electric will be $150. a month. Can ya'll say that? You can if you choose Sunrun and ask for Mike.

absolutely the worst company to use for solar. During install damage done to my house. Don't have my system 100% working. Been requesting for them to still fix the system breaker box for three months now. Installation put me onto customer service and customer service has done nothing to fix my issue. They keep scheduling appointments and changing appointments without notice pushing it further back instead of just dealing with their broken equipment that they installed. I beg everyone not to use them until they can fix these issues. I have now contacted Costco and waiting for a return help. Shame on Sunrun!

Worst experience We have ever had.I wouldn't recommend Sunrun to nobody.they damaged my roof .now it leeks .and damaged the inside of my house.tried to repair it three times.and now they refusing to do the repairs.sad.sad.sad.

At the time I was looking into solar panels I did not have an AC system in my house only a swamp cooler. My TEP Bill at the time was approx $70 in the summer and $35 in the winter.  The salesman who sold me the system promised that the solar would be able to run an AC unit at 60 degrees and hot tub with no problem and have extra left over.  Since the system was put in my TEP bill has never been under $40 and has been as much as $80 plus the cost of solar at $61 a month and I haven't even put in an AC unit or hot tub yet.  I pay almost double from what I did prior to getting solar panels and  nothing has changed on my end.  You try to call them and they ignore your calls and when you do get through the route you all over to different departments and put you on hold until you finally give up.  The only way I was able to get someone to call me back was to stop paying my bill and how quickly someone will call you back when they want their money. The system has never produced what the contract promised it would.  And every year they do not credit your account for the inefficiency like they say they do.  You have to call and harass them numerous times every year to get the money they owe you.  I even had another solar company come out and evaluate the system and was told engineers design in where the solar panels were placed was wrong and that they never took in consideration the neighbors Very large Mesquite tree was blocking 60%of the morning and early afternoon sunlight. I made Sunrun aware of this in hopes they would come out and make it right.  They told me that the system is running right and that there was nothing they could do.  I totally regret having solar put on my home and would never recommend this company to even my worse enemy.

HUGE mistake coming to this company for solar. Not only do they lie about their quote/ estimate to make a sale, their customer service is horrendous.

For a while I thought maybe it's just getting solar- maybe all solar companies are like They're not. I ish I had done more research before signing this 20 year contract with this company that lies to their customers to make a sale and whose techs or whoever it is, makes appointments to come service the panels without first calling me.

After twice inquiring about why my bill was still high, it was finally decided that my solar panels needed servicing bc not enough energy was being generated.
No one has come to fix this problem. The worst part of all of this? That now I have two bills- one for 100 towards the panels plus APS- which is now higher than before. I'm paying more now! and during the week my house is 83-84° at night (after 9pm) and weekends it's 76-78°.

I cannot even give this company 1 star (but it makes you select something before you can post a review)!!!HORRIBLE COMPANY!!!! Beware... their salespeople will LIE to you. Tell you everything you want to hear to sign up. Once you sign up and they no longer have to deal with you, commission is paid, etc. then the nightmare starts.
Over 3 months before the system was "properly" installed and up and running. 4 months later, and I'm paying just as much to my utility as before and have another bill slapped on top. Bird problems galore, and they want to charge an extra 2400.00 to rectify the situation. Customer care is a JOKE!!! They'll speak over you, and try to rush you off the phone... without a resolution! DO NOT USE THIS COMPANY!!!

Incredibly unhappy with the 'mistakes' made by the provider. We chose Sunrun because of Costco. The sales person continually 'mistakenly' pushed us to the lease option. We finally got on track with the purchase option. The sales guy requested our Costco ID and...nothing was done through Costco. Sunrun took over the installation. No Costco benefit.

It took several emails and phone calls to get a response from Sunrun. And, it was a 'not our problem' response.

Truly a terrible experience. I dread having an issue with the hardware or the service, expect to get ignored, at best.

Our experience thus far has been stellar.  Many of the reviews read many not have been thru the Costco referral.  We have been told the Costco is the resolution source and a call directly to them is supposed to get the ball rolling.  Costco vets their vendors annually and if there are too many complaints that aren't resolved the contract isn't renewed.  Sunrun has been a preferred provider for 17 years, so we were told by Gus.  
Price was competitive and with all the added incentives and rebates we look to paying ourselves to produce our power and eliminate the bill APS.
Do your homework on companies AND the product they are installing.  There is a difference.  Will follow up this review after installation is complete and we're plugged into the grid.

They are very unreliable. Only partway through lease period and have had 3 inverter failures. Customer service lies to get you off the phone. They do not follow up or honor what they tell you.
DO NOT CHOOSE THIS COMPANY.

Wow, so frustrated with this company!  Our solar was originally with Vivint (never any problems), then they sold out to Sunrun.  BIG mistake!!  We recently changed our internet connections and our system went offline.  I called to see what it would take to reconnect our solar to the new modem/system. Sounds like a relatively easy fix.  That was over a week ago.  As with many other reviews, I can't get past the first level customer service agent and all they say is that they will have someone contact me and as of yet, I haven't heard from anyone.  In the meantime, I am losing solar power credits.  When I ask for the next level supervisor, they refuse to give that information or transfer my call. I just tried to go through the chat line, and once they looked up my account, I got disconnected (coincidence or ....???)!! I have been very patient up until the call I made today (when he told me someone would contact me in 3-5 days), so I'm sure my account has been probably been tagged as a problem customer.  All I can say is a little communication and respect would go a long way.  I am hoping someone outside of the first level customer service reps will read this.  J just want my issue fixed!

Second review, Titan came out after two months to finally replace the inverter and after five whole days still not working! Can't get through to service and they won't answer their BBB claim. The tech said their warehouse is jam packed with nothing but inverters and they go out yearly. Do the math. You will be left with only half a year of solar once it has time to build up. Husband on hold for two hours today and hung up here he could speak. Tells you about all the problems they are having.

They some how got even worse which is impressive.  The newest issue is their door to door sales rep came by my house which is odd as we already have sunrun and told us they now offer free critter guards to go around the panels. We have a pigeon infestation due to the panels so this was exciting and I got my hopes up. In years past they just told us to figure it out and hire someone else to get rid of the pigeons. Called Sunrun and was told they offer guards but they are not free and were rude about it.  They are nice until you sign that contract.....

Me again. My SunRun solar generating system is down again. I went online and checked my account and it showed no power generated for over a week. Since the system is allegedly monitored, I (again) wondered why nobody from SunRun called to advise me that the system was down. Last year, I learned that, despite 8 calls to SunRun- I never received a single call back and it took 2 months to get it fixed...during the sunniest 2 month of Arizona weather- SunRun doesn't care. (My electric bills were outrageous as a result).
So, here we are- my system is down again. I was told on Monday that a service ticket was issued 5 days ago, but got an email today informing me that it will take 2 business days for an agent to get back to me. Do their departments even speak to each other?? And I haven't heard from their service department so, I MIGHT have an active job ticket open and I MIGHT be getting a call from an agent soon... Who knows?
I'll keep you posted.

Sunrun  is horrible they just repaired the exterior wall after one year and now want to charge 2900 to put a critter guard to keep birds from nesting .. shameful what they are doing .. Sun run is responsible for my roof if it leaks from all the pigeon poop eating away at the interior lining....

Had a couple of punk kids from this company come to my house and harass me. I told them I wasn't interested in solar and they continued to go on and on and told me that my neighbors weren't interested either I don't care if my neighbors aren't interested and now they are ‍if I tell your employees I am not interested they should respect that and leave. I should not have to tell your employee that I will call the police if they don't leave my property because they are continuing to harass me into your solar company. Just so you know if I ever wanted solar they made it so I would never call Sun Run Solar. So you lost a potential sale by hiring punk a$$ kids. I wouldn't doubt they pressure elderly people too.

I ordered my Sunrun system from Sun Solar Solutions here in the valley. The salesman was knowledgeable but also a liar. After all of the documents were signed and submitted there was one more that showed up at APS. It was their Disclaimer that you sign if you are installing a solar system. If I would have been provided this document at the time of sale I would not have put solar on my roof. I DID NOT sign this document.My signature was FORGED.
I exposed this to the installer, Titan Electric but because they will loose an incentive, according to Sunrun Solar, they refute our findings. Titan installed the system incorrectly and the fire department is to view the installation for removal. Sunrun customer care is a joke and they,too, do not tell the truth.
After months of lies and deceit I may be able to get closure on this issue according to my lawyer. DO NOT use this company!!

The services are awesome. They call every steps of the way to update me on their progress. Solar was up and running in 3 months.
My sale rep was amazing:
Dallas - Solar Consultant
M 480.309.2829  

My project coordinator was on the money: Ariel- Project Coordinator

I am extremely happy with Sunrun!

The original sales representative stated that my home required 37 panels to accommodate 101% of the estimated APS used from the prior year.

The contract I signed states 37 panels.
When they installed the panels, they only installed 24 and Sunrun refuses to install what they said they would.
Because I do not have enough panels, each month I receive additional APS bills ranging from $30 to $300. The only answer Sunrun provides is "the # of panels was changed after installation, but we have no reason".

Hi,
I am posting a review on Sunrun solar.  We are so unhappy and livid with the service we are getting from this company.  I highly recommend you do not use them.  We've been lied to.  Back in June, our inverters went down and it's now September.  They still have yet to get a technician out here to get them fixed.  
Meanwhile, we continue to have exorbitant costs $$ with APS for our electricity.  We should be getting credits by now from APS, but instead we are getting charged way too much for electricity.  Sunrun should have put more solar panels on our home in the beginning.  They lied to us, and told us that APS said we couldn't add more.  APS never said that.  Also, they still have yet to get a technician out here to add more solar.  We have requested it time and time again. Solar isn't saving us any money. In fact it's costing us more money.  We are having to pay $179 a month for an ineffective service that they promised would save us money.  That's not even counting the $300 plus we are paying to APS.  Very unhappy!  I hope all of this gets resolved or they will be getting reported to the Better Business Bureau.

My initial meeting with company Sales Rep. Matthew Glosser went great.  
Matt did a great job explaining the particulars in laymen's terms.  Decided to go with purchase over rental since this will be our last home and know that energy prices will continue to climb over time.  Looking forward to being one of the first with the new Brightbox solar battery.  Will meet with their design rep next Tuesday, so more to follow.

This company sucks. I got a high bill from APS and with 117 degrees I said why ? Then I called APS and was told the unit was not sending power watts I hmm  I called sunrun on hold forever then I got sick  then got an email from sunrun saying my system needs to be serviced i said hmm I called and a smart ass thinking I was stupid after pushing for the truth said my unit has not been working since 7/20/20 I said wow that's why APS wants $ then he said I only can refund $80 I said no you owe me more because you need to come here he put me on hold then said we can't go there until 8/31/20. Now I hit a bill from APS for $119 this is going to be a law suit because it's 117 in AZ and I am need a big refund i cannot afford the lease $ and APS bill better off without solar.  Please do not go with this company . Will give an update after I contact legal advice.

Well, it's been exactly 2 months since my system went down and it was finally repaired TODAY. For 2 of the sunniest months in Arizona, my solar system was producing ZERO electricity because of a damaged inverter (a key component that they didn't have in stock). I have previously posted my unhappiness with Sunrun and outlined my numerous FUTILE phone calls to them. However, I did receive a reply to a post here on YELP from a Sunrun rep asking me to reach out to them for a resolution.....What do you think my dozen phone calls and unanswered messages were??? No- YOU are customer service- YOU CALL ME.
But, no. They never did.
Needless to say, I'm happy to have it fixed, but not planning on doing cartwheels over it. The absolute lack of concern for a timely resolution to THEIR equipment failing hasn't moved me to shout praises about the company.
I have a contract with them for years to come, so I'm stuck in this miserable marriage of inconvenience. I'll pay my monthly fee and pray that their equipment holds up. But I have the Better Business Bureau's number in my cellphone in the event it doesn't.

So I had Sunrun out and put Solar Panels on my house in May 2020. For The first 2 months everything seemed fine.  But every month since then, my bill has gone WAY up!  Just got a bill for Dec. and it was $131. We have no one home from 530am to 530pm Monday Thru Thurs.  I paid less than that on my old home which was 2 story 3500 sq ft home with no solar.  The home I have now is only 2100 sq and Brand New single story. A few months back I called to let them know it wasn't working right and they sent someone out to fix something and said that fixed the issue, but obviously not!  Called yesterday and a lady said everything seems to be working fine. Which is impossible.  I pay more now then I would if I did not have solar.  We were promised a lot more than we are getting that is for sure.

Tyler was very good at making us understand how each plan would work.
As a result we did the purchase plan over time, this help with are over all
budget. Thanks to him we are on the way to reducing energy costs and help the enviroment.

If I could give them 0 stats I would.  Sunrun has doubled them amount of our monthly vintage and refuses to resolve it.  The Case managers are useless and never return phone calls.  The entire company is a scam.

Tried to leave a detailed review, but this site wouldn't allow us to post it.We had a system installed in January  16, 2019 and  system  has had nothing but problems. We are now producing ZERO solar for the fourth time, but SunRun says everything is fine when we call customer service. We downloaded the My Sunrun excel records to PROVE that our system has days of zero production in sunny Arizona. We have an amber ALARM code (ARC CODE) and system will not reboot, and SUNRUN thinks this is okay? No one is even willing to send out a technician. In 35 days we have had ZERO solar production. We want this removed from our roof, and no one will call us back. By the way, you have to keep paying them  while you have no solar production. It is their faulty system and faulty inverter box, Customer service says they will contact you, and they don't

We purchased our home over 2 years ago that had a previously installed solar system lease from Sunrun! Their system has now had some kind of short and burnt the side of our home! We have called several times for over a week and keep getting put off! They are telling us October 11th is their earliest service appointment! How can this happen? We don't even know if there is a possibility of our home catching on fire?

I am having a terrible time with customer service in getting our unit repaired. Is there a Director or Manager of Service I can contact. It's been since 3/19 and my phone calls and emails have had no response other than. A part is in order when I called the toll free number.
I am now nearing 2 months of my system down..... still a huge lack of communication and no responses!!!

not only did sunrun try to charge me 35% more than the competing company but when I cancelled the deal and I was suppose to get my 500 dollars back, 15 days later still no refund. Now I have to get Visa after them.
Go to Argent if you want to purchase a system. Straight forward and does the job right.

I would not recommend Sun Run; their after sales service is upsetting.  My installed system has intermittently failed since Sept 2019. I have complained and asked for help numerous times only to be ignored. There regional service manager told me when the system completely fails for a week or two then give them a call.  Part of their sales pitch for this long term agreement was that they would be responsible to maintain and service the equipment as necessary. Not so, my Inverter cuts in and out every day reducing production. The Inverter needs to be repaired or replaced however they have little no interest in meeting their service commitment.

i called sun run on august 12 2020 at about 3:30pm.. to get some information about purchasing 30 solar panels...all i wanted was information on how much it would be to purchase them..........not lease them dont believe in leasing ..... and the rude young female instead of helping me she hung up on me..... rude employees should be fired she is incapable if doing her job...she should have asked someone or transferred my call to someone who could have helped me ..... what an idiot i was a cash buyer.....this young idiot employee needs to be fired....... i guess i will stay with my original company.... ** sun valley solar solution ** who is still the best company and loves my cash purchase for people who dont lease.

DO NOT USE Sunrun. I had a painting contractor notice signs of water damage around my roof on the side where the solar panels are and suggested I have the roof inspected for leaks. I contacted Sunrun who told me the only way anyone could tell if there was a roof leaf was to remove and replace the solar panels for which they wanted to charge me over $6k. I had another company do the removal and provided them the COI on request for the company as to not negate any warranty. That company and the roofing company found extensive damage, which they documented. Sunrun did shoddy work and did not properly seal connections where they drilled into my roof tiles to connect the panels. As a result, they completely ruined my roof, causing me to incur almost $10k in repair work. This SHOULD be covered under warranty as I provided all documentation of the issue, bills and info from contractors who did the repairs.  It's been almost three weeks and no one at Sunrun has contacted me at all despite five emails and four phone calls. I have had to file a complaint with the Registrar of Contractors and the BBB in order to attempt to see any kind of contact. Horrible company. Please, find someone else to do your solar.

Working with Sunrun has been a complete nightmare. We got much more than solar panels when we chose this company:
1. We have tar spots on concrete,  artificial turf and our block fence
2. Chipped concrete pavers in our yard from them throwing tiles off of the roof
3. Garbage including gloves, nails, and chipped tiles left on our roof
4.  They said they fixed all of the broken tiles on our roof, yet we found more.  They tried throwing a few of the tiles off the roof and missed and broke other tiles.  It makes me sad to think that we had a brand new roof and they destroyed it in a matter of days.
5.  We had broken tile, orange peels, and nails in our brand new backyard.  WE CLEANED IT UP SO THAT OUR DOGS WOULDN'T GET SICK
6.  They continuously ran over a plant in our front yard and killed it
7.  They had to fix the installation from the 1st crew and I am not sure if it is even done right still.  

Mistakes happen, and a good company would fix it promptly.  We are still trying to get them to give an outline of when we can get our stuff fixed and they don't really care about responding.  If I had a time machine, I would not have gone with this company knowing that they don't respond to you after the installation is done.  Overall, they pay zero attention to detail and they don't care about destroying your property.

If I could I would give it a minus 5.  I was told my bills would go down if I installed solar.  The rental term is 20 years.  I was on the budget plan with APS at 150 a month.  With solar I am now paying an additional 50-70 dollars a month.  Instead of saving the 30 dollars a month I was expecting I am now paying 30-70 dollars a month more.  DO NOT USE THEIR RENTAL PROGRAM IT WILL COST YOU BIG TIME.  Unfortunately I am stuck I hope this prevents you from getting ripped off too.  #sunrunsucks

My solar panel were installed in 2015. Since the install I have had 3 roof leaking under where the panels were place. Each time Sunrun claimed responsibility for the leak under the perpetration guarantee. The first time it took months and many calls to get them to come out and repair the roof. This repair was good for about a 1 year and now again I have another leak in the same spot. I again called them out and this time they sent a Sunrun employee to "repair" the roof. He was here for maybe 10 minute and said he was done and left. Again when it rained in next month the roof was leaking again and again in the same spot. I called them out again and this time they sent a good technician that spend a good amount of time inspection the roof and the panels. He said that the roof was not properly fixed and there were holes in the roof from the install. He also said that there were some of my panels that were not working and needed to be fixed. He said that he was going to recommended that the whole side of the roof be replace. It has been 3 months now and I still have not gotten a call, a email or any correspondence as to if or when this will be taken care of. Only after I have made multiple calls did I get an email say after 3 months they would dispatch someone out to remove the panel and get the roof repaired but I still have heard nothing. This was 2 weeks ago. I am done! I just want me roof repaired. I feel I have been more than patient with the recent COVID-19 pandemic but now I just feel brushed off.

Though I had a lease for maintenance, my system was down for a month and even though they knew this, they still charged me a maintenance fee. When I contacted Sunrun customer they suggested I call the service technician myself and now, I figured out, though my contract states my system state it should produce 12000 w my first year, the app states it only produced 9000 w. I called them and the technician was supposed to call me back but they never did.

Sunrun doesn't keeps its promises!!!! initially when I started this solar panel search I had very little faith in some of the promises of these solar companies and Sunrun just proves me right because I was promised $1000 in rebates after my installation was completed and I received $750 and I keep asking where's the rest of my rebate money and no one has an idea and they keep telling to wait so I've been waiting since September and I'm 2 billing cycles later still nothing. Don't trust anything they say because they don't keep their word when it comes to little shit like a rebate...

We were told we were not going to be leasing or buying solar panels, we were told that we were going into an agreement were we would pretty much be paying for wattage. They asked my husband for information to prove that he was a home owner and that was that. They never told him that what he was actually signing was a contract to lease. My husband thought the contract would come later. They put up the solar panels and he thought they were sending him the contract then (trusting that the contract would say what they told us). When we finally get the contract it was already "signed" (apparently he signed it when they came to talk to us) and it turned out we were leasing and we will be paying close to $60,000 by the end of 25 years. DO NOT GIVE THEM ANY INFORMATION WHEN THEY TALK TO YOU, DO NOT EVEN LET THEM INTO YOUR HOME! They will con you!

Sunrun is the biggest mistake we've ever made! We moved back in September, everything was transferred over to the new owners and they still have been charging our account 5 months later ! I got so sick of it I blocked them from my bank ! I've called numerous times for a refund and still nothing! They claimed they stopped the charges but I just got a email stating they tried to charge my account again. Never I repeat never use Sunrun!

My Sunrun Solar Consultant was Chad Lewis,[email protected], backed up by Antionette Clark,antionette.clark@sunrun.…. Chad was real nice and even brought our dogs tennis balls to play with when he returned to get our signatures. I showed him the property and told him of my future plans of  installing a sub-panel for power to my motor home and my tool shed. He said no problem, Sunrun has "extra money" in the quote to cover things like that, don't worry we will take care of you.  

My input panel was dropped from a 150 amp service to a 100 amp service.  I asked the installer he said call Chad, did, he said it would be up to me to contact Antionette as she will handle the issue. She was out of town, and then blew me off when she did respond to my queries regarding the issues, as has the salesman Chad Lewis.  I would never recommend the use of Sunrun to anyone in the future and have told people who have asked to not use them because of the false presence they seem to hold out to you.

Chad told me he informed management of what he told me but has yet to come forward to me with that statement.  Thanks Chad and all of the Sunrun liers.

Don't use these guys, they do shabby work and will lie to you standing up.

Dealing with Sunrun has been a nightmare! I had there service since Dec 2017. Where do I begin? First it took forever for installation which is story within itself. My major issue is that my bill from Aps was to run less than $50 a mth. Our bills have been running $270 or more a mth with Aps alone not including what we pay Sunrun. I have been calling every other month. They send someone and they. Say that nothing is wrong their monitors are reading correctly. It's Aps issue. I just found out it's a broken converter. You would think Sunrun would compensate us for all these high bills.. No they will not. Also buyers be ware if you get solar they will attract birds/ pigeons and sunrun will not help with thissues verse some other companies will. Titian is the installers it's a huge monopoly. I wish we never gotten them!  Also ps future customers updated 11/15/ 18 this is Sunrun's response to the post. Hello Azul,

I hear your savings concerns. What I would encourage you to do is hold on to each utility bill you receive. Once you have reached your solar anniversary in March, we can run a full cost analysis to see if solar has made any type of positive impact on what you pay to the utility. We will need a full year's worth of utility bills at that point in time. If it comes back that you are in fact not saving money with solar, there are a couple things on Sunrun's side of things that we may be able to do to increase those savings for you. It's just something that we have to wait for the year mark to do. So you may want to start gathering those bills you've received since going solar now, and I can reach back out on your anniversary to complete that analysis.

As for critter issues, that is not something that falls under Sunrun's scope of work. But we do have a few different partners we can reach out to in order to get you a quote for critter guard installation. Let me know if this is something you would be interested in.

Thank you,

Victoria Espino

i just bought a home with this company's solar panels already on it. I do not know anything about solar panels. I have been trying to get a person from the company SunRun. I have tried to call multiple times with no answer. The recording states leave your phone number and we will save your place and call you back.  They don't call back. I just got hung up on by a customer service.  I just want someone to help me understand what solar panels do and how to care for them. I am so mad  right now. I had to sign a agreement not to sue them.  I hope  no one that reads this will do business with these people. I hope they go out of business. I still dont know anything about solar panels all that I do know is that they will not send someone to show me the way it works and how to care for them. If you want good customer service don't do business with these people.

It is so refreshing to find people that are truly honest.

About 5 years ago I researched Solar for my home and could not see where it was going to save me anything worthwhile. Out of over a dozen companies that I interviewed not one would admit that they couldn't save me money. Recently I was told that the cost of the systems has become more affordable, their efficiency, and their quality have improved.

So far, I have been seeing the same trend. Some salesman will try to show me systems that only produce enough power to just offset my peak usage. Whether I buy the system, lease, or just use a solar company in place of my utility service like they tell me, I just don't see the savings.

This morning I interviewed Dallas Totra with Sunrun Solar (480)309-2829. Dallas ran my numbers, KWH used and how much I spend for electricity. Dallas was the first person to show me why solar won't save me much money. Dallas explained everything in simple easy to understand terms. I use a load controller and budget my usage so that my bill is kept to a minimum.

If you are considering Solar, I highly recommend that you call Dallas. He is very knowledgeable and has been doing it long enough to know what he is doing. GOOD LUCK!

Tyler and Tate have been great so far in the process.  Tyler has explained everything to me, and has answered all my questions when it comes to the process, what I need to do, and Solar in general.

SUNRUN has fraudulent business practices.  My husband decided to sign up for solar when he spoke to a a consultant stationed at Costco this past spring.  A young man named Jake (who left the company shortly after selling to us) insisted there would be enough panels despite our repeated and steady concerns that the system needed to be bigger to be of benefit. They installed a very small number of panels and then we waited quite some time for them to "fix" an install problem.  We assumed we'd see some benefit after a few months and especially after summer in Arizona ended.  It is now 2 weeks before Christmas and there has been no reduction in our power bill.  We have a useless system and an additional SunRun monthly utility bill. We spoke to a customer service rep. who kept repeating that we'd have to keep the unit running (and us paying)  One FULL YEAR before SunRun would address anything.  Jake NEVER told us this.  He went on about some ironclad, industry leading performance guarantee--assuring us that not only would we see a HUGE improvement in our monthly power bill--we'd actually be making enough kilowatt hours in the fall and winter to store up "credit" for the coming Phoenix summers.  

Complete and total lie.  It seems to us that there was a push this past year for these companies to cash in on solar prior to the federal and state tax incentive deadlines.  We get to pay monthly forever for a useless system, and they take the check from the government for solar install.  We now have an electricity bill which is no better than before and possibly HIGHER--as well as a NEW, ADDITIONAL monthly utility bill from SunRun.  We'd be happy to show our receipts and bills to any consumers out there who are considering using this company.  It's a scam.  We'll try to report this experience with our data and contracts to as many sites and agencies as possible.  Our coworkers are thinking twice about solar especially with this company after seeing the proof.  It's a shame, as we were gullible enough to believe this young salesman and trust that Costco wouldn't allow a scam business to look for customers inside their stores.  We're two average people--a firefighter and a nurse--we work hard to earn our money, and live a modest lifestyle--just like so many other normal homeowners.  We thought this SunRun idea would be good for our home as well as maybe a good thing for the environment.

Companies shouldn't be allowed to profit from families by lying to them.  It's a question of integrity--SunRun execs.! If you or your family was stuck in a fire in one of your million dollar houses; or one of your loved ones was having a heart attack or suffered a trauma injury--we would help you without question or hesitation.  Because that's OUR contract with our jobs and the public.  We do what we promised and are expected to do.  We would never stand around and wait to see if YOUR situation would improve "after a full year".  Shame on you and your company.  There is something called honesty and integrity.  It's not always just about money for people with a conscience and a shred of self respect.

We hope this doesn't happen to another family.

DON'T EVEN BOTHER ! ! !

Their rep, (Jesse) was supposed to come over to give a presentation on the companies product etc.  He arrived on time, but instead of "Hello, my name..."  the first thing out of hos mouth is "Where's your power panel"  when asked why , his response was if you live in certain zip codes the city requires you to move your power panel.  When asked if ours was one of those zip codes he didn't know. Well if your making a presentation, you should know some basics right?... his answer "that's not my job."  Needless to say the meeting ended immediately.

I would give zero stars if possible. Don't waste your time and energy with this useless company. We spent a lot of time meeting with them, the roof inspector, and the power company. Our initial project rep Lucas told is our electrical panel needed to be upgraded but it would be included in the scope of work. Our roof needed to be replaced, so we had that done.  We heard nothing from them for weeks and had our project manager was  replaced twice. When we called again to check status and why the delay, we were told we would have to cover the cost of the panel upgrade. We were also promised a $500 referral fee for another customer. They backed out on that too. Con artists running a bait and switch scam.

We had solar installed in may of 2017, since then the have had nothing but issues with their billing. First it was them not billing us for 4 months (which I had to notify them of) so they in turn charged us over $500. Then we moved out of that house in July of 2019. We've since gotten 3 bills, had our account drafted even after automatic payments were "stopped" (according to a customer service rep). The last time I spoke with Sunrun in Phoenix I was promised that the money I paid was the final balance, only to be charged again today. I haven't lived in this home or used/accessed the solar in over 3 months but I'm still paying for it. Case manager Jessica Ellsworth has done nothing to resolve this issue, even making us feel as though we are a burden to this company. If I could leave no stars I would, and I would NEVER recommend them to anyone looking for solar. They are a poor excuse of a business and their managers are less than impressive.

Horrible company for many reasons. Attorney general needs to involved. Just look at the reviews.

The company itself did a good job with the installation and the phone support was great. However do not buy a Solar System from Sam Lee. The guy is a used car salesman and I fell for it. He promised to replace our thermostats with new programmable thermostats (worth $500) and would come out and put them in himself once the installation was done and he was paid his commission. Well he has fallen off the face of the earth and will not return calls or texts. But when he wanted the sale he will hound you big time. I would just recommend going with another solar company all together. There are certainly enough of them out there.

Horrible Company! Tricks college students into signing bad contracts but promises the world! DO NOT CALL THIS COMPANY YOU WILL BE SCAMMED

Just went solar with SunRun and Costco.  No pressure sales guy and we felt like we were in the driver seat the whole time.  Looking forward to getting our panels up and working.

BEYOND PISSED OFF WITH THIS COMPANY AND AM LOOKING TO CONTACT THE BBB!!! I started out with high hopes and everything was going well, system was working great and we were saving money on our electricity bill with aps. A little while into it the system went down, something about a bad part, had to wait I think about a little over a month before it was fixed, maybe less. They did offer a credit to offset the higher electric bill since it wasn't producing properly.. kinda annoyed though that we had to end up paying upfront higher electricity to aps, but I guess since the credits offset it, it ended up balancing out so ok I guess.... fast forward a few months and come to find out the system went down AGAIN!!! How did I figure it out you ask? Oh when I opened our SRP bill on September 19th and it was over 500 effing dollars!! So I called them up and asked wtf... they said the system apparently went down AGAIN back in July.....JULY!!!!! NOBODY NOTIFIED ME, nobody even attempted to contact me and let us know that the system was down so we could idk, NOT USE THE ELECTRICITY LIKE WE HAVE A WORKING SOLAR SYSTEM!!!! So I talked to the first person (who couldn't tell me why it went down and why nobody has tried to fix it yet) they tried to just give me a credit to our account to not have to pay the 127 for the system for a couple of months... I said nope, that's not going to cut it because normally our SRP bill with the working system was around maybe 40 bucks, that's at the highest!! We usually end up with a credit because we overproduce. She told me they would send a check to cover it but it might take a few weeks, she gave me a number to the supervisor which I called, left a message and didn't hear back after a week so I called again. This supervisor argued with me over the fact they don't pay people's utility bill, which I get but this is extenuating circumstances... they effed up HARD  on this one... the bill wouldn't have been that high if they made us aware the system was down, hell it didn't even matter that they didn't notify us, our issue was stuck in their tech que and NOBODY TRIED TO WORK ON IT OR CALL US TO SCHEDULE A TECH TO FIX IT... After much arguing and yelling and me asking for her supervisor, she called me back and begrudgingly agreed to send a check to cover the high bill since they dropped the ball hard, but made it a point to make it seem like I'm the idiot that shoulda not let the bill get that high... keep in mind this is just for ONE MONTHS bill... I don't even want to think about the next month bill, because again we were unaware for two months that the system went down. She made it clear that this check ( which only covers the one bill that is higher) is a one time thing and they're not going to a damn thing about if the next one is in the same boat, since again we didn't know the system was down... hopefully since we became aware and started being careful with our power the bill won't be crazy and will be covered by the performance guarantee they offer, but if not I think I'm going to be left screwed... and keep in mind they can't even get out to fix it for another ten days... that's assuming they don't need to order any parts for it... ya they're going to send me a check but I'm EXTREMELY upset about the way I had to argue the hell outta it for them to own up to their epic level ball drop and take care of me, even still they made me feel like I'm trying to hustle money outta them, when It's just a fact that again HAD WE BEEN MADE AWARE OF IT OUR UTILITY BILL WOULDNT HAVE BEEN SO DAMN HIGH!!! And had I not called in to complain about it in on the 19th of September, this still would be in limbo and we'd be racking up the charges with SRP... (FYI, I check on our system periodically throughout the months and everything still looks like it's working, but apparently it's not, that's why I didn't notice til we got the high bill..)

Sun Run is horrible. Never having solar, I didn't know what to ask, so when pigeons started roosting under the solar panels, I called them to take care of it. They referred me to an independent company who was going to charge me over $1000 to put up cages around the panels. (I've heard other companies do this for free).
The majority of my poor review is from what happened AFTER I sold my house. They approved the transfer, and submitted whatever paperwork I needed in order to sell my house to the next buyer. They never transferred the lease out of my name. Now, it's been 3 months and I'm still paying for solar power I am not using. Every attempt to contact them leads nowhere. They're telling me they're going to take me to collection if I don't pay.
This is still ongoing and I don't have an ending yet. I figured if I could post this review now, it will save someone a headache from going with SunRun.

It was a great experience working with Chad and Sunrun. They did an amazing job of explaining everything and saving us a lot of money. I would definitely refer them to family and friends.

Horrible customer service! I was hung up on and told they would not escalate my call. Our system hasn't been working properly for over 3 weeks and we are told another 5 days until some can schedule us with a provider! Our electrical bill will be 3 times the amount since our solar isn't working properly and no one at sun run cares! They say at the end of our year calendar if the system doesn't produce what they say it will we will get a credit. How does that help us with our electric bill this month? The install was a horrible experience with people who didn't care and threw trash all over our yard.

We purchased solar earlier this year and it took over 4 months to get it going.  Before we started, I asked if netting would be included to prevent pigeons from nesting as I had just spent a few thousand dollars to another company to get rid of the muck.  Sunrun reps assured me they would take care of this.  When it didn't happen, I asked again and was told that "sunrun doesn't do that anymore. "  After repeating what our agreement was from the beginning,  another rep said he would get it done in about a month, not to worry.  Fast forward 3 months later, we have not heard a word from anyone and the pigeons are roosting here again!  I am extremely upset!  I have other issues with Sunrun and would not recommend them.

Purchased a 20 year pre-paid lease 1 year ago.
I was told that the system would cover my electrical consumption.  
I am happy to say it has MORE than provided enough power to cover all of our usage!
The app is not as useful as I would like, but I hope they continue to update it.
I had a pigeon problem, and they sent out a crew that remedied the situation with guarding.
Overall pretty satisfied.

Our Sunrun Sales Rep, Chad was Awesome.  No pressure, understandable sales information and gave an enjoyable, informative presentation. Chad was referred to us by a friend whom is NOT easily sold anything. He decided to go solar and SO DID WE!   There was no $$ out of pocket.  He assisted us in calling APS to switch to the best solar friendly plan and signed us up.  Within 4 days we had a design specialist here and our project coordinator has already touched base with us.  Keeping our fingers crossed that we are ready to GO SOLAR by mid December and see our savings which were estimated at $600+ per year. Tired of watching how we use electricity and will be happy to use what our solar panels accumulate for us.
Mike and Karen Anderson

Our team salesman was Jim Gackle. Highly recommend him and Sunrun for your solar specialists

I have my installation complete since November 2018. The system quit working on September 6, 2019 and it took until December 17, 2019 to have inverter replaced. I haven't been contacted regarding the reimbursement for the APS bills during the down time. This afternoon, February 15 I received an email informing that my system was down again and I would get a third party call within 5 days. At least they noticed the problem and contacted me this time. The last outage wasn't noticed by SunRun, I contacted them when my APS bill came in. A new system should not break down twice in this amount of time. It has not been operational for four of the fifteen months it has been installed. When it works I have no complaints, sure glad I have a lease and not a limited warranty purchase.

I had Sunrun install my solar panels and they did a very good job. I was told my bills from APS would be a great deal lower. I'm still not sure if that's true or not since I cannot get any response from my salesperson or Sunrun's customer service. So I have to give them a very bad rating since I cannot even get customer service to return my calls or emails. They should call that department "customer no service". They responded to me once and asked to see my APS bills for the last 3 months. I sent them to them and I never heard back. My next door neighbor just installed solar from another company because he asked me about Sunrun and I was honest with him, they don't return calls or emails if you have a question or problem. He bought his solar from another company.

Not sure exactly how I heard about Sunrun, but I'm very glad I did!!

Quick process, pleasant team and sales associates, start forward and easy up to scheduling the site survey. Looking forward to getting back on Solar to diminish those rising costs.

A follow-up to my original post: Our solar panels were finally repaired yesterday, December 10, 2019. We are very appreciative of the Sunrun representative who stepped in to assist us with this situation, and the techs that came out to do the repair were polite and professional - arrived early and we are happy with their work. We still feel as though Sunrun dropped the ball in "no-showing" twice, taking as long as it took to get the repairs done, neglecting to notify us of cancelations/rescheduled appointments or keeping us informed along the way. I am happy to have the panels up and running again, but I am still not sure that I would use this company again.

Do not use this company. They broke 160 tiles on my roof and my roof leaked and damaged inside.  They per contract were to insure roof but refused to honor it and wouldn't give insurance information. For two months ever call I made to them they said someone would contact me and they never did they just kept assigning new case numbers.  Had to get contractor to fix the roof and sunrun wanted 6k to take solar panels off and wouldn't schedule anything while my roof was leaking into house for two months.  So now &27k later and new roof I told them leave panels off they did not honor contract and I don't want new roof damaged by them.  They always respond sorry for your trouble someone will contact you but don't believe it.

We've had Sunrun for about a year and simply love the savings I'm seeing. I purchased my system instead of  leasing to avoid any difficulties in the future, when or if I sell my home. Purchased it through Costco so I received a loaded debit card from both Sunrun and Costco. Have referred several friends and acquaintances to them. Had a co-worker install them  and gave them our name. Disappointed to find out that we wouldn't receive a referral fee because of the perks received both from Costco and Sunrun. Just wish my salesman would have reiterated this to me.

I have 3 properties with Sunrun solar...I am a fan....BUT it has been a challenge.... sales people who will tell you anything! and scheduling delays that are not true..but after the first install I learned the truth and how to deal with them.  Over all I am satisfied....just with I didn't have to work so hard or had to keep my eye on things as much as I did.  There are a LOT of aspects to solar...only a small amount disclosed up front...you have to WORK to figure it all out!!  BUT in the long run it is a great savings IF you really look into it, and pay attention to all the numbers. :-)   I do recommend Sunrun over SolarCity....they were WAY more of a pain and way more expensive!!!!

Buyers remorse! Installation went very well and  was completed on July12th. We would probably be looking at 2-3 weeks until APS came out to set our meter. That might have been the case if Sunrun sent APS the necessary paperwork! After numerous calls to Sunrun customer service and our project manager our paperwork was finally sent to APS on August 5th. Within a week APS set up our meters and all we had to do was flip a few switches and we would be up and running! On August 16th We flipped those switches and our brand new system wouldn't boot up. Once again we made calls to customer service and our project manager. We were walked through several more attempts to start the system up..no go. Ok-send someone out to see what the issue might be.unfortunately the techs were very backed up and couldn't get to us until September 6th-a full 3 weeks. We have been working on this project since late May and If this is a example of  their customer service I dread what the future holds. Sunrun claims to be among the largest solar companies in the country-probably gotten to big serve its customers!  It's time to get the number for the Better Business Bureau

We purchased a home that came with prepaid solar lease of 20 years from SunRun. That same month we closed on the home the system went down due to a nonworking inverter. Sunrun promised to replaced asap. They show up weeks later and it turns out the part they have is not going to work either. So now, we've been without sole energy for the majority of the time we've been in the home, which of course, also happens to the be hottest month of the year in the Valley of the Sun. So they tell you they will reimburse you, only 1 problem. You have to wait a year and trust their calculations!

Buyer beware !

Saving so much money and the customer service was great!

Now that we are officially solar panel owners we are so excited. Thank you Tyler and Bobby our salesman for guiding us through the process. I would recommend sun run to family and friends. Now it's time to save some $$$ and stop paying outrageous electricity bills!!!!

Wow! I just had my Solar system finish up install last week and we passed our inspection yesterday. What a great company to work with! This is my second solar system (new home) and I was so impressed with the whole process. Our solar consultant was Brandon S. and he was great! Very knowledgable, on the ball, honest, and so helpful in the whole process. Sunrun also kept us updated the whole time, and start to finish, they were so fast! I was amazed we were ready to install! It looks great up there and will eliminate our entire bill, I can't wait for next summer now! I would highly recommend them to anyone looking to go solar, in fact I have two friends moving forward with them as well. Call them to get a quote, you won't be disappointed!

Our system was installed last July and the communication and installation all went smoothly.  My issue is with our sales rep, Max Ganley who promised us an installation bonus of $500 in writing that has never been paid.  I've sent many messages to remind him and also contacted customer care which escalated the issue but still not resolved. If he's going to put something in writing, he should be expected to keep his promise. He's dishonest and should not be working for this company.

I lease my Solar from Sunrun. I was informed by Sunrun my system needed service on Sept. 6, 2019 and if I didn't hear anything, call back in a few days. On Sept 12, 2019 I called Sunrun to let them know I haven't heard anything from their technician about servicing my solar system which wasn't working as was told to do in their email. They told me they called it in. When I leased the system I was told They would be responsible for maintenance on the system they owned it I just had to make my monthly payments. I asked since it wasn't working do I get an adjustment on my lease payment since I'm using APS as my provider not receiving the benefits of my solar unit performing as expected. I was told no. If it's not working why would I be liable for paying lease payments on equipment that isn't performing? On Oct 8, 2019 Sunrun sent out a technician who left me a note saying they needed to come back for another appointment, they need more parts. On Oct. 14, 2019 I called Sunrun again asking if they would please fix my solar it's working on 2 months now sine I was informed it needed service. I was told that Crystal Martinez, Supervisor, would contact me and she gave me her phone number to call her direct.
Oct 16, 2019 I still haven't got a call back by Ms. Martinez so I called her direct and got her answering machine left a message asking if they would please fix my system.

It's pretty sad when a company can't evidently service their own system in a timely manner and double charging their customers.

They do not post payments as stated after 72 hours. I am not the first person with this experience either. You call customer service and the answer is they got behind, with I'm sorry, let me apologize for the company. The dates they give for payment posts do not reflect the bank's posting of their payment. I would not do this again, lease a system. You company has grown too fast and you are not keeping up. People are resistant to purchase resale homes with leased solar as well, I am experiencing that difficulty as well.

Buyer beware - I read one person had a 5 star experience, but those are far and few between when dealing with SunRun.  We went through Costco, our saving grace, to purchase solar for our home.  We decided to 'go big or go home', so our installation was 62 panels.  Our salesman, Michael Spreng, told us our inverters would be installed on the east side of our home, to help preserve the inverters from the sun.  

Our install team showed up at 7 am, the lead installer reeked of booze.
I have not had a doorbell since the install in November, 2018. The install team managed to create $10k worth of damages to our roof.  The inverters were installed on the west side of the home.  We have spent months trying to rectify this install and it is the end of July.  The inverters were moved, the roof damage has been repaired and I am in my 3rd week with my panels laying in my yard.  William Smith, the so called installation district manager, sat on my issue on his desk for a month.  His words, not mind.....   He is not someone you can count on as I asked for a call back when things were going to be resolved on the initial install issues, that didn't happen.  If it weren't for Alexis Stevenson, client care representative, I would have lost my mind.  This young woman is thorough and her followups are punctual.  She is a woman of her word and runs circles around her superiors...  Sunrun should promote a conscience person like this...  

So here I sit, just received a $350 APS bill for the month, that bill is usually $28.  So I am paying for solar ($52k) and paying for APS services...  

How does this sound to you?  I will update this review if any resolution happens..

STAY AWAY from this Solar Company. Short version-Usage is based on the previous year's usage. The previous year was one of the coolest summer's ever. Enough said. Not enough panels to cover our usage and the fee for excess power usage from APS is much more expensive! (Standard Plan). Not to mention that upon installation, our house almost caught fire after a box at the solar station on the side of the house was smoking and melted the circuit breaker. Replacement was made but it took over 3 months and at least 10 phonecalls and 10 emails. Fast forward 2 years. Home sold on May 1, 2019 and have yet to received prorated refund. It is July 17th. Over 10 emails and I will highly NOT recommend this company to ANY person I know.

Signed up through a Third Party Sales Rep Keenen Knowles (Titan claims he was supposed to be coordinating installation appointments, etc. but who knows at this point) and was made aware that Titan Solar would be the installer and Sunrun would be the equipment.

Signed up in June.  Panels installed in October after being told they would be installed in 6-8 weeks.  Meters were installed in my backyard and APS just inspected today and said meters should always be in the front yard or accessible area.  Yet City of Phoenix approved it as well so both are at fault there.

They will not call ahead to confirm appointments or tell you when they're coming.  Had the doorbell ring at 6am on a Monday and sure enough it was these guys.

I was proactive with trying to schedule installations and inspections and it never helped.

I'm in Sales and there's zero customer service and accountability here.  My deadline to be in full operation is December 31st to get the 3/1 credit with APS and hopefully it's completed by then but probably won't be.

If you have other options then go with them.  APS Inspector said Solar City is the way to go because it's not amateur hour on the installation side.

Hope this helps others

What a complete joke! I had a sales guy come out today (Michael Spreng) because I inquired about solar online. I had some questions, because Solar never made much sense to me unless you plan on living in your house for a long time. I asked if things had changed much since 10 years ago when I last inquired. He said that I could either pay 20-30k and break even in 6-7 years or lease with 0 down and basically trade payments from aps to them but would have to transfer lease etc to new buyers when I want to sell in 3 yrs. Anyway, doesn't make sense in my situation which is fine. But as soon as I started questioning it and saying it doesn't make sense, he got very snippy and closed his laptop and started walking out. What a joke, terribly unprofessional

The salesman at Costco was nice, and he offered to schedule us for a free evaluation of our home, in the window of 9-11 AM.  I went to our new house and sat around for four hours, waiting and no one showed up.  No call or email either.  So Sunrun might be a good solar company.... but I'll never know.

I called Sunrun On 11/15/18 because I noticed I generated1kWh on a Sunny Arizona day. On the 13th it was cloudy/raining and I generated 5kWh. The rep I spoke to looked at my production, told me he wanted to speak to his supervisor, then came back and said they were going to order techs out. He told me my system was not preforming at the rate the contract says it should.
I call today and ask how I was going to be credited. Michael called me back and explained to me that he looked at my account and that I am out preforming my neighbors. That I know is a lie because I live in my neighborhood and I speak with my neighbors.
I called back a few minutes later to ask about them removing the system. Andy asked why I wanted to remove it. I explained the situation and he confirmed what the first rep had said. Andy then spoke with his supervisor and they are working to solve the problem.
It seems like training is a problem, Sunrun signed a contract too, they also have an obligation to uphold their end. Some of their employees don't understand that. My experience shows that 20% of them don't understand the laws. Thankfully, the majority of their staff understand that they need to try an meet their contractual obligation.
Maybe they will work on their staffing and build a company whose costumers never need to doubt their commitment to customer service. Andy saved them from a lawsuit, because I certainly would not have been the one paying for the removal. Like all companies now, you need to keep calling in order to speak with someone who is honest. They know who called me, he said it was a recorded line, hopefully they review it. This could have easily been a 5 star rating. All I asked for is honesty and a willingness to solve problems. Michael couldn't deliver on either. His representing the company cost them a great review and almost a lawsuit. I would have asked for a copy of that recording.

SunRun is a deceptive organization!  A Rep came to my house when APS was getting ready to implement a rate increase.  Sold me on the benefits of solar and how I'd be exempt from the rate increase.  That was July, 2017.  In February, 2018 the panels were put on my roof.  Since then my electric bill has consistently been higher that when I just had APS.  I have reached out to SunRun via phone and email multiple times and I'm getting nowhere.  SunRun says it's an APS issue.  APS says it's a SunRun issue.  Who can help me??  SunRun isn't.  They're great about following up with getting the business, but once they've got you, they just wipe their hands clean.  DON'T GO WITH THIS COMPANY!!  They are deceptive and dishonest!

This company cannot do something as simple as set me up on auto pay!! They have been "trying" since October, 2018 and cannot seem to get it right, so as a result I have to call them each month and pay by phone. Now I can't even do that! I tried to pay my bill for June, and they don't answer their phone or return my calls. Now I need to pay for June and July, and no response from the company! They manage to e-mail me my bill, but they don't answer their phone so I can pay it. They are ridiculous!!

SUNRUN IS A TOTAL RIP OFF!! They don't tell ALL the facts for using solar. They are full of half truths and lies. Trust me, it will only cost YOU. Better talk to Solar City or some other solar companies. Just remember, buyer beware. Be very aware.

We had to cancel our contract with SUNRUN due to their insisting that 3 days before the installation was to take place that we needed a new roof !!!  Given that we had previously been told that everything was "good to go" we started getting suspicious.  This was 7 weeks ago and are still waiting for our $500 REFUNDABLE deposit.  On at least 2 different occasions we were told that the "check is in the mail".  We paid the $500 by credit card..............all they have to do is reverse the charge........................How stupid does this company think we are ?  Pretty stupid I guess.............do your homework...................Shady business practice.....................

Worst tech support ever! The installation was done wrong and they refuse to fix it. Instead of panels being at 25 degrees or even close to that, I have panels at 10 degrees and dirt builds up at the bases and is affecting the production as well as the life cycle of the panels. All my efforts to get this fixed have failed. Every time I ask for this issue to be fixed, they tell me it's a shade issue. That's their go-to excuse for everything. I would never recommend Sunrun to anyone.

The technician didn't show up to activate the system. Now I have to wait another 3 weeks for them to send out another tech. Also, don't believe the customer service agent that comments on here saying that someone will be calling to resolve the problem. I posted 3 weeks ago and still have yet to receive a call. Don't waste your time with SunRun. Go somewhere else.

No review but after reading these comments I will in no way be calling this company for anything.

Customer service SUCKS!! They make changes without verifying. Can't get anyone to callback. They say they will look into it and right back....3 weeks later still waiting though they managed to put me on autopay without my knowledge or consent. Wasn't able to purchase my new home WITHOUT accepting the previous owners lease agreement. I did NOT want solar but had NO choice if I wanted the home. Oh...there was a choice, pay 23K to have it removed.

Our experience with Sunrun was fantastic!  Our system is up-and-running today, and Sunrun made it easy the entire way through.  The sales person gave us all of the information we needed to make an informed decision.  The project management team kept us up-to-date on what to expect every step of the way.  The installers and electricians were wonderful.  We had some bad experiences with another company, so we were a bit cautious, but Sunrun exceeded our expectations.  Thank you, Sunrun!

Chad answered all the questions very clearly. He was helpful and knowledgeable which made us decide whether to own or buy. We are looking forward for the process to complete smoothly so we our solar system is up and running.

Really disappointed in our decision to work with SunRun. We were told it was not a lease, which it clearly is. We were guaranteed savings, which has been offset by the amount we pay to SunRun (making our electric utility payments  to both APS and SunRun each month in excess of what we would pay to APS alone if we did not have SunRun.) To top it off, we are stuck in a 20-year contract. Not to mention the fact that our calls go un-returned, so if you need to contact someone you have to email customer service-only to receive passive aggressive responses.  This was a horrible lesson to learn.

Friendly people and explained process from start to finish. Would recommended to others...as a matter of fact I already have.

Our experience with Sunrun was fantastic!  Our system is up-and-running today, and Sunrun made it easy the entire way through.  The sales person gave us all of the information we needed to make an informed decision.  The project management team kept us up-to-date on what to expect every step of the way. Nice job.

sunrun is an amazing solar company!  They come out to your house. Customize your design for your house and how much power you use. They give you all the information and are not pushy at all. You don't pay anything at all and just get a lower bill. Good bye summer month surprises!  Why pay more for dirty energy when you can pay less for clean energy?

I bought my solar system through Costco.  The sales person - Brandon came out and evaluated the property.  Since I have two buildings with two APS meters on this property it was a challenge for any company to take on this install.  

Steve the supervisor came out to do the site survey and concluded it was a doable project.  The process begun in mid Oct and just concluded in mid Feb.  Almost 5 months of a difficult operation and in more than one occasion Sunrun had to send out multiple crews to work on this project. I think I have come to know everyone from Sunrun Phoenix operation and I was very impressed with everyone.  Scott was the lead foreman on this job and he was just an awesome person who is very knowledgeable and worked so hard throughout this project to overcome many complications in this buildup.  In many occasions I have mentioned to Steve that I envy him to have such great crews working for him.  Everyone was so focused to help out each other to complete this task.  Some of the challenges were working through trenching to combine both meters along the way.  Each team member posses different skill sets in plumbing, operating heavy equipment, pouring concrete for a new driveway, or just re-attaching irrigation for the front yard to make this project a success.  

I highly recommended Sunrun to anyone who is looking for a good and trustworthy Solar company, plus the peace of mind knowing Costco stands behind the work with a 20 year warranty.

We got to Sunrun through Costco as they are Costco's solar installers.  The salesman was well informed and did a good job of selling us on the company.  From there it went south.  They send out a tech to determine if our roofing and electric panel, etc could handle the install.    This took 4-5 hours.  He did not mention any issues.  I was then called and the install was scheduled.  After the installers had been here a few hours ( jumping around on the roof,  well , that's how it sounded from inside) they decided they needed to wait for a supervisor to determine if the roof could handle the panels. While they were waiting for the determination they drilled 22 holes in the side of our hundred-year-old brick house to install the other equipment.  They then decided that the solar install could not continue due to problems with the roof (that should have been mentioned from the initial visit, if there were any) and they left.  The roof had been replaced 30 days prior, no issues were mentioned. Their tech had been here two weeks earlier, no issues were mentioned at that time either.  We feel Sunrun damaged the roof.  It took about a month for them to come back and fix the walls in the house. We still have not received our deposit back or had anyone say that we would. We did however receive a bill for the final cost of the install which was around $9000.  Huge fail Sunrun.

I wish there was a way I could give them ZERO STARS ! I don't recommend sunrun to anyone !Our service was turned off by a technician because we need a new inverter . So it's been off for 6 weeks and we just got a bill for service that has been off for 6 weeks...... well today a technician came today to fix the issue and come to find out he tells me we need a new inverter and we have to wait another 6 weeks?! Really... I thought that's what the came for today. Why am I paying for service that isn't being provided. Our aps bill went up because it's providing the service that you are suppose to. You turned off our service and yet you are still charging us. That doesn't make any sense and now I'm waiting an additional 6 weeks and this is going to happen next month too! Don't get sunrun! You won't even be able to speak to a supervisor. You will have to wait for a call back. I work for one of the busiest companies and yet I can connect one of our customers immediately to a supervisor. Horrible customer service. I already have enough on my plate dealing with my husbands deployment soon and now dealing with this crap. Do not sign a contract with SUNRUN. You will get charged even if they aren't providing the services they stated they would in the contract. Don't get SUNRUN.

We have had our solar panels now for about a year.  Our neighbors recently noticed a bunch of birds and bird poop built up under the panels.  She told us we should get a net around them.  I started looking around at other peoples solar panels in the neighborhood, and they all have netting around them.  We talked to someone at costco who works for the company.  He told us that they are still under warranty and that we just need to call and have someone come out.  I called sunrun to have someone come install the net and they told me that i would have to pay for it.  I informed her that the guy from costco said that they are still covered under warranty.  She told me that if we would have requested it to be done before they were installed it would have been free.  I let her know that if it was free at the beginning why wouldn't it be now?!  She put me on hold for about 10 minutes and came back and said there is nothing they can do.  She said if we would have asked for it at the beginning it would NOT have been free but rolled into the lease price.  Now she changed what she said.  Either way, that's sunrun mistake that they did not inform us at the beginning.  I dont want my roof ruined because of this.  If my roof gets ruined after i pleaded with them to come take care of this i will definitely be taking legal action.  Please do not go with this company!!!

Choosing Sunrun was the best decision I have ever made! Anyone not willing to sit down and look at all the solar options Sunrun has to offer would be missing out!

I was told it would be 60 or more days before we got our first bill. I checked at minimum on a weekly basis both on the app and online to see if a bill had been loaded. This was from 20 September 2017 to 28 December 2017 (which is the day i got my first notification that we had a bill) I check my app and it still says ZERO due, even though my bill is 167.50 according to the email, so I call and verify on December 28th what the total amount due is and was told 167.50 is due on Jan 31st 2018. I though everything was fine until I got another email on 2 Jan saying I now owe 335 dollars from a missed payment that was sent out on 1 December. I NEVER got a bill sent to me before 28 December. I am not happy and would not recommend this to anyone. Not to mention the critter guard was never put up as promised and my emails and phone calls go without any response. Hopefully they will do right on their part and only charge me what I actually received a bill for on December 28th!!! Not to mention it is not covering the energy it was promised to cover even though they swear it is. They said our APS bill would be 30 dollars at MOST and it was still 132!!!!

I met the Sunrun salesman at the home show a little over a week ago. Although there was other solar companies there, I chose Sunrun because of the pleasant salesman. I gave him my phone number so that he could call me the next day so that I could talk to my husband about a time that would work for him to have the salesman come out to our house. Instead of calling the next day like he said, he called 2 days later, which I didn't mind. I scheduled the appointment for the following Monday morning at 9 a.m. I was going to be at work but my husband would be at home. 40 minutes before Daniel was supposed to be at our house, he called me while I was driving to work. He said that he was on Google Maps satellite view looking at our house and he noticed a solar hot water heater on the roof. I informed him that we moved into the house a year-and-a-half prior and that the solar hot water heater does not work. He asked me if we were planning on taking it down, I told him I really didn't know but that he could talk to my husband when he gets there. He continued to talk about the panel, and I had to interrupt him to ask if he was still coming to our house. I gathered by his questions and the timing, that he was looking for a reason not to come. He said, no I will not be coming because with that solar hot water heater on the roof there is nothing I can do because that is where the panels would have to go. I thought that was the whole reason a Salesman would come to your house, is to talk about things like that and the options. I'm sure my husband would have been more than willing to take down that non-working solar hot water heater on the roof. But the salesman already had it in his mind that for whatever reason, he did not want to come at his scheduled time. Obviously to the salesman, Daniel, time is important and he didn't want to waste it. But he did not mind wasting my husband's time, who stayed home for this meeting on his one day off this week instead of doing other things that may have needed done. We certainly have the interest in getting solar, and we have the funds to do so. Obviously Sunrun does not want our business. Good thing there are other solar companies to choose from. Customer service means nothing anymore!!!

This company is lucky to get a one star rating because I can't give any lower. Their customer service is on par with DMV.  They told me the process would take 6-8 weeks. We are now at 8 weeks with another 4-6 weeks before my solar is working. As they are installing the panels they told me they would have to turn off the power for about an hour. We are now well over two hours with no power and no one with an honest answer when it will be turned back on. They parked their van in my driveway without even asking if it was in the way along with putting an advertising sign up on my lawn. I expected a whole lot better service since I signed up through Costco.  Save your money, time, and sanity. Don't use them.  April 2018. Do yourself a favor and do research. My electric bills haven't gone down since having Sunrun installed. I guess their customer service and product are twins and only work when they want to.

In their website they say "Free Estimate" that is a bunch of crap. All they will tell you is that it will be less than your electric bill. Will you save a few cents less or more? They will not tell you. I called not just once but twice. I called and I  got absolutely no estimate.  These people say they have to get into your house to determine how much you will save. Do not fall for this scam. What they really want to do is see how much you can afford to pay then stick it to you. If they were really a honest company they would give you an estimate as they advertise in the website. They know exactly how much you will or will not save but again they will not tell you as they state in their website. This company is a total SCAM Look out and BEWARE. This is not a honest company!

I didn't feel right about leaving one star because we are not customers of sunrun and this review is not about their installation or maintenance service.  However, may never be customers after the weird experience I just had.  Sunrun Salesperson rings our doorbell, say he is "not a salesperson but a "facilitator".  Then proceeds to give me a sales pitch anyway. I am not going to make big decisions about our home without discussing with my spouse first, so I asked him for a pamphlet or some information so I could talk it over with my husband.  He tells me "well, this is my last one," and refuses to give me a pamphlet.  So I asked for his business card.  He reluctantly gives me one, then tells me he "[doesn't] like giving out business cards because people take them and then don't call back."  He then continues to try and get me to set up an appointment for him to come back later.  At that point I was a bit offended. Who tries to sell you solar and won't give you a business card, then tries to make you, the customer, feel bad about it?  So, I gave him back his precious business card and told him I wouldn't be calling. Sunrun, thought you should know.

We have been working with Sunrun since the end of July. It has now been 7 weeks. The first salesman Branden was fantastic.  However, our experience since then has been lacking. The communication (or lack there of) from the account rep (Manny) was unprofessional and nearly non-existant.  Two weeks ago we received notice from APS that they could not process our solar application because Sunrun hadn't uploaded all of the required paperwork. I contacted Manny, who never responded. Last week I received a call about our cancellation notice (that I did not initiate) because they wanted to offer other incentives.  When I returned the call, no one could tell me why we had received the call or why a cancellation had been processed. I was told they would call me back. They didn't. I called again this week. They said they would call me back after they checked into it. Still no word from Manny...I finally got a call back telling me they cancelled because our roof wasn't able to hold the original amount of panels. That's fine, but why has it taken so many weeks for us to find out? Especially after 2 roof inspections and time off work. I have never worked with a company as unorganized as them. Thank God we did not get stuck with them for the next 20 years.