Sunrun Reviews

Sunrun Reviews
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About Sunrun

Sunrun sells and leases customized residential solar energy systems and its battery storage service in 20 states and two U.S. territories. Customers can own or lease a system with $0 down. Sunrun offers free energy consultations and quotes. Over 830,000 homes across the U.S. have gone solar with Sunrun, according to the company.

Pros & Cons


  • Flexible payment options
  • Daily system monitoring
  • Warranty with complete coverage


  • Limited price transparency
  • Not available in all states

Bottom Line

Sunrun offers personalized home solar energy system design, with the option to lease or purchase with monthly payments. Sunrun is only available in 22 U.S. states and territories, so it is not available in all areas.

Featured Reviews

Conroe, TX

Sunrun is the best solar company you can find out there. They are very cost effective compared to other solar companies out there. I am very happy with my purchase and would refer...

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Richmond, TX

… My solar system is producing as much as our Sunrun rep promised us. We are very happy and satisfied with the service. Sunrun offers several solar options, we decided to go with ...

Read full review

Sunrun panels and equipment

Sunrun uses monocrystalline solar panels from various suppliers, including LG. Sunrun uses monocrystalline photovoltaic modules in all of its home solar systems. These systems are known for higher efficiency and slower degradation.

Sunrun installation

Sunrun customizes solar system installations based on factors like a customer’s energy usage history and a home’s roof. Solar advisors use a proprietary design technology to analyze your home and energy needs.

Once you and Sunrun finalize the design, Sunrun submits all necessary paperwork for approval from your local government.

Once the system is approved, installation starts. Installation can take from one to five days. After installation is complete, the crew foreman explains how the system works and shows you how to power it on.

Your local government must inspect and approve the system before you can connect it to the grid. The utility company installs a net meter to track the amount of solar power that you send to the grid. Upon approval from the utility company, you can begin using your solar panels. The entire process can take several months to complete. A Sunrun project coordinator can give you an approximate timeline.

» LEARN MORE: Solar panel installation guide

Sunrun services

In addition to solar energy production, Sunrun offers energy storage options. The company provides home batteries as its solar battery storage solution. This system uses the solar energy you produce and uses it during power outages or in the evening during time-of-use peak pricing. As of publishing, this energy storage option is only available to new Sunrun solar customers.

The company also offers EV charging through a partnership with Ford. Sunrun customers can purchase a Ford Charge Station that is specifically designed to be used with the Ford F-150 Lightning. The EV charger will work with other vehicles that use an SAE J1772 connector, including Tesla, with a commonly used adapter.

Sunrun cost

The average cost for a solar energy system ranges from $15,000 to $29,000, but Sunrun’s prices are sometimes higher than other solar energy providers because of the technology it uses. Fill out a form on its website to get a free solar energy consultation and quote. Sunrun partners with Costco to make solar panels available to its members at lower prices.

Sunrun takes care of paperwork, permits and installation, whether you lease or buy.

Financing options

There are multiple ways to pay for a Sunrun system, with eligible customers able to go solar for $0 down. Sunrun offers monthly leases, full leases (a power purchase agreement), purchases with financing and full purchases. The monthly lease option is the customer favorite, according to Sunrun.

Sunrun warranty

All of Sunrun’s solar plans come with a “worry-free” warranty, which covers equipment repairs and replacement, including parts and labor. Sunrun installations also come with a roof warranty that guarantees any roof penetrations remain watertight for 10 years.

When you lease a solar energy system from Sunrun, all maintenance costs are covered. If you purchase a Sunrun system, you're responsible for maintenance costs and any repairs that aren’t covered by the warranty.

Sunrun FAQ

What is Sunrun?

Sunrun is a residential solar panel company that designs, installs, finances, monitors, maintains and insures its systems. It customizes home systems based on energy usage history, your design preferences and your home's roof space using an automated site modeling tool that profiles roof characteristics like shading, pitch and sun exposure.

How does Sunrun work?

When choosing Sunrun, you’ll first fill out a form on the company website. From there, you will work with a Sunrun representative to decide on your system size and battery details, figure out your cost and energy usage and finally look into incentives in your state.

Where is Sunrun available?

Sunrun is available in the following states as well as Washington, D.C., and Puerto Rico.

  • Arizona
  • California
  • Colorado
  • Connecticut
  • Florida
  • Hawaii
  • Illinois
  • Maryland
  • Massachusetts
  • Nevada
  • New Hampshire
  • New Jersey
  • New Mexico
  • New York
  • Pennsylvania
  • Rhode Island
  • South Carolina
  • Texas
  • Vermont
  • Wisconsin
Does Sunrun have storage and monitoring options?

Yes, Sunrun proactively monitors your solar energy system’s production to make sure it is producing how it is supposed to. There is also the mySunrun app that allows customers to stay on top of their energy generation, bills and more.

Is Sunrun legit?

Yes. According to reviews on, customers are generally satisfied with Sunrun’s solar systems, but some say the initial cost was high.

Sunrun video review

sunrun solar video review
Joesphine: My name is Josephine. I live in the state of California, and high PG&E bill really got me into doing the solar panels with Sunrun. And it's a very good thing to have the solar panels. I chose Sunrun because I really got tired of paying so much for PG&E bill. And the reason I chose them, because I felt more comfortable throughout the whole presentation. And then when they came out and worked on my house, there was a group of younger people working on top of the roof, and they was just really laid back. And my son, he's a special needs, and he went out to see what they were doing, and they talked to him and everything. And I thought, wow. hey, this is nice. And then they showed him little things, you know, what they were doing and stuff. And he was interested in it. I said, they took their time out of their schedule to talk to him. I was just really relieved and comfortable that he was able to go out and talk with them. About the purchase, I liked it that they explained all the details. And I felt more at ease. I felt at ease to ask questions. There was one question I asked, who is the founder of this company? And the guy told me it was a woman. And I thought, wow, Hallelujah. Finally. You know, I was all for it and, you know, girl power. The people that worked with me with the solar panels, they was very responsible. They came in, brought their equipment and stuff. And they made sure after they finished the work, they cleaned up and took all the stuff away. And then I looked at the panels, and I liked it so much, because the panels, when they finished it, it had a period on it. It came down slanted, so it made it look finished. And then when you walk past the house, it made the house look more expensive. And it also made the, the sound from the outside to the inside, it made the sound quieter. My Sunrun purchase was definitely worth it because it gives me a peace of mind, and I know I don't have to come up with $200 every time the utility bill come out now. It's really worth it to the point that I've told other people about it. And, you know, well especially like at Christmastime, I can burn my Christmas lights and stuff and I don't have to worry about my utility bill being sky high the next month. So it's well worth it. I would recommend it. So anybody that has a high utility bill, as I did, I really love my solar panels and I'm happy I purchased them.

Sunrun Reviews

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Verified purchase
Customer ServicePrice

Reviewed Aug. 3, 2023

Sunrun is pretty good about getting back to me. But a lot of times, it's not that good of an explanation I get. I've been confused about a few things and I never seemed to get a straight answer. They don't explain it very well, so that gets me more confused. Last year I was having my whole house power washed. I wanted to have the roof power washed, so I thought that it would be a good time to have the panels washed. But I know that there are certain restrictions on how they have to be done.

I called Sunrun about it. If I want to have my panels cleaned, I have to have them done by someone who works through them. I told Sunrun that I had a person who was gonna do everything else on my house and he said he could do the panels, and I wanted to check with them. They said, “No. Don't have him do that. We'll have someone come out and assess everything and let you know how much it would cost to have them done.” So I told the fellow that I was working with to do everything else but not the panels. This was at the beginning of last summer in May and it took the whole summer to get them to come out and figure out and tell me anything.

I ended up telling Sunrun that I would just have part of it done. I told them to clean the panels that were under the trees. They said that they would check on that. Then they called and said they had a guy that would come up and do it. I'm in Massachusetts and he was in Connecticut. Someone called me that the fellow was gonna come up that day to do the work. I asked how much it was gonna be and it was a lot more expensive than I was thinking it was gonna be.

The guy told me that it was more expensive because he was gonna do all the panels. But I told him that I didn't need all of them done. He said, “If I wanna come all the way out there and have all my equipment and go up to do it, I'm gonna do all of them.” So I canceled that. After that, I didn't have anyone to clean them. Now it's getting to the end of the summer and going into fall. So I called Sunrun again and I told them what happened. They said that they'll check into it and get back to me. Then they called me back and said that if it was too expensive and I just wanna have a few done, I can hire my own person to do it. So I waited all summer to have them tell me to have my own person do it who I had here already three months ago and now to have him come back, it would cost me more than it would have originally. I never got it done but it's not a big deal.

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Response from Sunrun

Thank you for taking the time to share your story, Penelope. Your feedback helps us continue to improve your solar experience and we'd be more than happy to speak with you further about any questions or concerns you still have. Please feel free to send a message to if you are needing further assistance. Thanks!

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    Verified purchase
    Customer ServiceTechPriceOnline & App

    Reviewed Aug. 2, 2023

    Sunrun itself did good. The original installers were on schedule and very good, and took care of everything they were supposed to. But after that, it got bad a couple of times. Some of Sunrun's contractors stink. One guy came out, was supposed to hook it up. And it was cold and wet. Where he would was dry but he didn't wanna do it. So he said, "I have to get on the roof." And I said, "Why? No one else has ever done it. Any time we've had problems, they would pull the meter out." "No, you can't do that now, either get on the pole or on the roof." We cancelled and had to wait another several weeks to get another appointment. But when he left, he didn't stay on the driveway. He ran over my sprinkler heads and I complained.

    Sunrun sent out a couple of guys who supposedly knew something about sprinklers. They got out here and had never seen the impact sprinkler heads. I said, "I have an extra couple we can use." They said, "Oh, you have some. Do you have pipe too?" They were not prepared to do anything. And they were supposed to turn in a bill to somebody there, so they would send me payment for the sprinkler heads. But they never did. I'm not happy about that.

    The program that we got, there was no money out of our pockets. And we have a guaranteed rate for 16 months. It's all financed. And after 16 months, it would go up. But it would still be cheaper than our electric bill. The only recent problem was last week. The app wouldn't work. It kept saying, "No data is available for yesterday." And the next day, it would say the same thing. That went on for almost a week. And I called and complained. Sunrun said, "There's a million people out there that their app isn't working, and we're trying to locate why it's not getting the data." Soon, it started working.

    One month, we had a zero electric bill. This month, it's $2 and something. So, we're okay. A lot of days, it would say so much percent overcast or cloudy. I would sit here most days looking out and say, "There's not a cloud in the sky." So, the system must find something that it thinks is a cloud up there. The one month, it put in the bank. And the next month, it used most of it to pay all the availability charge. And the next month, we had a bit banked left. But that left us with $2.45 short. So, I'm happy with that. And it's because our air conditioners have to run a ton because of this weather.

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    Response from Sunrun

    Thanks for your review, Bryce! We're so happy to hear that you're saving money with solar. Our goal is to make solar an easy and enjoyable experience for you, and we're delighted that you're part of the Sunrun family. Thank you for helping us create a planet run by the sun!

    Verified purchase
    Customer ServiceInstallation & SetupContract & TermsTechBattery

    Reviewed Aug. 2, 2023

    I'm very happy with the way our solar panels are working to keep our air conditioning running 24/7 during this hot summer weather. We had a good understanding with Sunrun from the beginning. We first met up in December of 2021, and that was when I signed the contracts with them. They were here within about two weeks after that in the beginning of January and did the installation of the panels. We were told that we'd hear from them in a few months once they got the final permits approved in the county and the final inspection, and coordinated through PG&E before they turned on the panels.

    In May, I hadn't really received much information of what was going on. I kept calling and writing to them to find out when it was going to happen because the summer months were coming. I really wanted some relief from the high bills, but it didn't happen. They kept saying that there was a hold up in the permits. They were waiting on the California permit to get approved, and there was some kind of problem with the title on my home. I live in Woods Creek Mobile Home Park, and it's in Jamestown. I own the home but not the land I sit on. So, I have to pay property taxes on the house and a monthly space rental fee. I owned a home previously and I had it in a family trust so that I was sole owner and trustee of the property. When the other house was sold and this one I acquired, I had them put it in the family trust name, which was under my father's name.

    I think that caused some confusion in determining that I was the rightful owner of the house. Somehow, that got straightened up along the way and we waited on through the end of 2021. The agreement with Sunrun was that once the panels are turned on, they would pay the first six months. That was the perk to get you to sign up for it. So, we wouldn't have any PG&E bills for the first six months. I was still calling around in 2022. They finally said we are getting the approval. They worked with another company, which is called Bright Planet. Bright Planet is located in Contra Costa County. The technician lives in Pittsburgh, and then he had to drive to Livermore to get the company truck, and then from Livermore, up here. So, it was a long journey for all of this to get finalized, but he was very sweet, and talking with Bright Planet, they were always trying to answer my questions.

    There is another company circulating Tuolumne County area called V3. They were installing some solar on the mobile home park next to us called Mill Villa. One of their installers was canvassing over this area to see if any of our homes here would adequate rooms to be able to have solar installations, and he noticed that our solar panels were on our house, but that the inverter was off. So, he tapped on our door and he talked to us for a while. I gave him information and he said, "Well, our company could remove those panels. We could install ours, and we could have you up and running right away, being that it's been over a year and you still have no power. That's ridiculous."

    He wrote something to Sunrun that day, indicating that we were unhappy and that he was going to make a bid on our house and that. Then their legal department got involved and started writing back to me and talking about how they were going to sue us for $30,000 if we did anything like that, but they were sort of polite about it. They requested that we just hang on a little bit longer to let them get the permit straightened out, so that they could go ahead and turn the installation on. I got back in touch with V3 and I said, "Look, let's just back off. We're gonna stick with Sunrun. And if it doesn't happen, I can always call you again."

    Bright Planet got it taken care of some time toward the end of March. Since March, I have been paying Sunrun a dollar a month. I've been getting billed by PG&E for their office accounting, establishing the net meter and their readings. So, that's about $6 a month to pay to PG&E and if I'm counting back, if they said that they covered April, May, June, July, August maybe, and then September, then by October, we'll be paying our agreed upon $82 monthly throughout the end of the contract with them. 82 is a whole lot better than seeing a summer bill of 175 and crawling upwards of what it was like last summer. It was awful last summer and it was very hard to make those payments on our income.

    We did not have the battery offered to us at the time. In the extended year of wait period, they were finally able to become competitive and begin a new package like that for newer customers. When I saw that, I called them and I asked them about it. I wrote to them as well asking that I'd be put on the list for when they could begin a retro fit and a backup battery. The last I heard was they didn't think they were going to be able to offer that to us because at that point, PG&E was not going to approve that. Evidently, they're losing out too much on their income from the off peak-hours that we're getting charged. So if they can work that out, I do want to get the backup battery. As the way things worked along with us, it's been a fine plan. We've gotten what we needed when we needed it and we're happy.

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    Response from Sunrun

    We're thrilled you had a good experience, Rebecca! We really appreciate you taking the time to share your feedback. Thank you for playing such an important role in our solar community and for helping us create a planet run by the sun!

    Verified purchase
    Customer ServiceInstallation & SetupContract & Terms

    Reviewed Jan. 27, 2023

    When the fellow came out and installed the meter on August 25th of last year was when there was the ability to record the difference. And when the Sunrun app became operational the day after, so it would give you your daily generation. Because August and September were still peak production months, I was surprised about how it offset the electrical bill for that first couple months. I was impressed.

    Sunrun's communication was good. But it could have been better. I sat down with the sales rep back in March of 2022. She probably didn't know all the specifics. But I was under the impression at the end of March of 2022 that the installation process would have occurred a bit more rapidly. And there was a lack of communication on as to far as when all this would happen. From signing the contract in the early part of March of 2022 to having a fully functional system at the end of August of 2022, it took longer than what I expected.

    The crews that came out to install the system were good. We didn't get the initial installation until July. They came out, put the panels on and put everything that they could together. The inverter was not available until a month later. Another crew came out and finished the installation. And that was at the first part of August. And it kind sat there for three weeks until Xcel decided to make an appearance.

    I understand that there are delays with permitting and with supply chain issues etc. But a bit more detailed communication and say, "Hey, we got your contract. We got this. Don't expect anything for three months. We're not gonna be scheduling things out for three months." The next week, one of their planning guys showed up to do a house inspection to make sure that the roof was capable of carrying the load, that the electrical service was would be adequate. So I figured, "That was pretty quick." The guy was out here the next week. But after that, things dropped off and I didn't hear anything until the project manager called me in June and said, "Will July 8th work?" And I said, "Well, I guess so."

    The system was designed to produce so much power and that Sunrun guarantees that their system will produce that. That's not gonna happen until August of this year to see in fact if their production estimate is gonna actually be accurate. But they sent out these little maintenance tips. It says, “When your panels get dirty, spray them off with water from the ground. We really don't want you going up on the roof and endangering yourself and everything,” which is good advice. But they did not mention snow removal. We'll get more snow than typical in Denver. Also, it has been sticking around longer than it usually does.

    I purchased a Poly snow rake basically because I'm not gonna get up on the roof with snow on it. It snowed in December 28th and it snowed here about a foot. And for 10 days there, there was no production for me because there's no sunlight to get through the snow. I'm now able to clean those panels off from the ground, so I'm not endangering myself. But that works well. Maybe mentioning that in their maintenance brochure may be helpful. As soon as I cleared the snow off the panels, they started producing again. So, we're still good.

    I've recommended Sunrun to several people. I have two daughters and I showed them my electric bill after the installation was complete. They were shocked. I also recommended it to the neighbor across the street. She came over and asked how it was working. Also, my stepson was in from Florida, and he asked if Sunrun operated in Florida. And I found out that they did. So, I sent him the contact information.

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    Response from Sunrun

    Thank you for sharing your story, Charles. Your feedback helps us continue to improve our solar experience.Thank you for choosing us as your solar provider!

    Verified purchase
    Customer ServiceInstallation & SetupContract & TermsTechSales & MarketingBattery

    Reviewed Nov. 30, 2022

    Sunrun is one of the largest companies in the industry. I spoke to four different solar companies and the parts with some of the other solar companies, but I did not like them. What I got, was purely just a sale. Sunrun at least made more sense of what they were saying, the way they said it. Even when I met the sales rep, I got the same thing, it was a sale, but genuine. There was great eye contact and energy.

    For the original installation, we needed to get a roof as well. So, part of Sunrun that I also liked was they had a roofing company attached to them when they took over. I liked the idea that you have one place where you could hold someone accountable and responsible. The tough part about it was, to get the roof installed, I had to go through my homeowners' association, which has nothing to do with Sunrun, but that was very frustrating. I finally got that all approved, but then it still took six weeks after that to get the roofing done.

    When the installation of the solar came on, they destroyed the new roof and broke the new roof. So, we had to get the secondary roof installed, which was very frustrating. The saddest part of all was, for the first installation, I paid for my family, to get out of here, knowing how bad and funky it was going to be. That was a couple of thousand bucks out of my pocket just to get them out so we didn't have to deal with that. But then, they had to deal with it the second time around, which I appreciate Sunrun saying, "We knew we're the ones that screwed it up. We'll cover this cost, all of that." But to me, it would be the waste factor and the timing factor that was very disturbing.

    They had great installers. I enjoyed the original roofing people and the secondary roofing people, yet we found nails and broken tiles for weeks throughout the garden. Some of the plants got squished too. Then, after all of that, they installed two-thirds of the solar before they had to leave to work on other projects. And it was my continuous follow-up, till we finally got someone to come back out again to put the rest of the solar panels on. It was a full year after we signed the contract before we got solar.

    I did not even get the answers that I had requested to know how to use Tesla's power cells until just two weeks ago and just kept being referred to other people. I finally got referred to Tesla themselves and that actually has been my best call. But I appreciate my sales rep, who unfortunately is no longer with the company. His follow-up was amazing. He was the one that kept me in the loop. Even though he was on medical leave, he would still call me or text me.

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    Response from Sunrun

    Thank you for sharing your story, Mark. Your feedback helps us continue to improve your solar experience. We hope you get to enjoy your panels for years to come!

    Customer ServiceInstallation & SetupTech

    Reviewed Nov. 9, 2023

    One star...two more than they deserve. I had to pay WEC 300$ for another meter...never mentioned that during the pitch, and that is the smallest problem with these liars. This is a deceptive and dishonest company that only cares about how many installs and contracts they can do...not caring if it is done correctly to the home they put their panels on, and they refuse to correct their errors when confronted that the installation is wrong, creating a severe and imminent hazard to my home. One panel is 2 inches from the other roof that makes up the valley, and when the snow comes to Cabot, and it will come to my house, at 2000ft elevation, it is going to rip the roof off my home that the panels are attached to when it slides, or build up so deep that it poses the threat of collapsing.

    I heat with wood, and cannot access my chimney to clean it, because the panels are in the only way up to the chimney. I have the diagram of what the installers were supposed to do, and it does not look anything like what was done. 4 panels were supposed to go on the garage, but all 12 got stuffed onto one roof on the house. I have been lied to repeatedly when trying to seek a solution to this abomination of an installation. When I pointed out to the installers that this is not right, on the day of the install, I was told they were done for the day, and would come back. Never did, and never had any intention of fixing their erroneous, incompetent job. These guys could not count their bolts or nuts twice and come up with the same number.

    I have asked Nelson, the sales guy for help, over a month ago, and was told that something would be done...well "something" was done... I have been put off and ignored...that is "something"!! A tech was scheduled to come out for a communications problem. I went 4+ months not being able to see what the system was doing. I was told a time frame I HAD to be home for this visit to fix the communications problem. I waited, and waited, and when the time window was up, at 5 pm, I called the company to see what the deal was, and was told the time window was in Pacific time, not Vermont time. Really?!? 3000 miles away?!? I missed an afternoon of work for nothing. Might as well have used GMT as a reference.

    He finally showed up, a couple hours later. The tech photographed the job done by the install crew, acknowledging that the job was done incorrectly, and promised he would start the process for the panels to be moved. Nope...nuthin..not a peep after. In 'fairness'.....they gave me a credit of half what income I lost. The communications problem was not rectified until a couple weeks ago. I have tried for 6 months to get this hazard corrected. I was told the legal department had to review the issue, and they would get back to me within 3 business days. That was a month and a half ago...nary a peep from anyone. The install crew did not have to contact Legal to change the agreed upon specific design that they were sent up here to install.

    I've stopped paying my monthly bill until this is corrected. If you go with the lease program, you're stuck with what you get, even if it is wrong. I get several calls a day about my past due bill, but nothing about correcting the incompetence of the install crew... Lots of peeps about me being past due... Sometimes 3 or 4 calls a day from spoofed VT numbers from a call center on the other side of the country. I tell them I'll make a payment when a crew shows up to move the panels that are endangering my home.

    I really wish I had never done business with this dishonest company. They represent the worst of the worst. They will tell you anything to get you signed up, and then leave you flapping on the breeze with NO support, and a product you pay for that is a hazard that they refuse to remedy, or even acknowledge. Run from other company can possibly be this bad.

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    Response from Sunrun

    Hi Robert! Thank you for taking the time to leave a review and a description of your issues. We're so sorry this has been your experience, and we want to do everything on our end to resolve your concerns quickly. We look forward to turning your situation around! We have located your account and assigned an Expert to review it. They will reach out to you as soon as possible to assist you further. They can take a few business days to reach out to you, so please feel free to send us a private message if you have any questions or concerns. I appreciate your patience!

    Resolution In Progress
    Verified purchase

    Reviewed Nov. 8, 2023

    The people that came out explained everything. They cleaned up after themselves and then they have a thing online where you can check in to see what your next step is. So it was good and easy.

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    Response from Sunrun

    Thanks for your review, Lois! Our goal is to make going solar easy and enjoyable, and we're so happy to hear that you had a good experience with us. Thanks for doing your part by helping us create a planet run by the sun!

    Customer ServiceInstallation & Setup

    Reviewed Nov. 8, 2023

    I purchased Sunrun panels via Costco about 5 years ago. While I'm extremely happy with the production of clean energy, I am incredibly dissatisfied with Sunrun's original install and follow through with customer service. During the install, they created a hole in our garage roof at least the diameter of a quarter - it was so obvious, the sun was shining through! How they could have missed that, I still do not know. We are now in need of a new roof. I asked the original representative, when I purchased the panels, about the process if/when we needed a new roof. He said it was an "easy" process. So far, it has been quite the opposite.

    I called generic customer service Friday, Oct 13 and talked to “Christina”. She sent me the remove/reinstall form and said someone would contact me within 5-7 days after I submitted the form. I submitted the form that day, Friday, Oct 13. I resubmitted a form the week following because I hadn’t heard anything. I thought maybe I did something wrong? nope.

    As I type this review today, Nov, 8, not one human has contacted me. I have received a ridiculous amount of “how did we do” emails. I will tell you now, Sunrun is not doing well in my opinion. I have contacted customer service again, multiple times and via multiple avenues. On Oct 31 I called TWICE - both times the auto-bot said the “wait time is less than 5 min”. First call I was on hold for 47 min. Second time I was on hold 38 min. Definitely not less than 5 min.

    During the second call I began a live chat with an online “person”. They said I had some Docusign paperwork sent to my email (after I had selected phone as the best way to get ahold of me on the original form- why even ask if you’re just going to email anyway?). They gave me the number for the removal/reinstall contact - that auto-bot said it was an 81 minute wait and I could, instead, press 1 for someone to call me back. That was Oct 31 and still, to this day, not one human has contacted me.

    I found the Docusign estimates in my junk folder and, with some serious hesitation, signed it - hoping that would prompt SOMEONE to contact me. That was Nov 2. I've heard nothing. So, yesterday (Nov 7), I decided to contact the live chat again. They gave me my case number a case manager, Johnatan ** and said to wait ANOTHER 3 days after saying my case is now “high priority”. I’d hate to see what low priority looks like. I have emailed and called my case manager 4 times as of today and still heard nothing. His voicemail answers every time and says he's "not in the office right now". Is he ever there?

    I’m feeling a little stuck. The chasing around to get a human to simply contact me after I’ve done everything I need to do starting 3+ weeks ago is ridiculous. And not sustainable. I have a job - I can’t stay on hold for hours on end ignoring my life and I’m nervous thinking about how long it will take for someone to get a hold of me once I do get a new roof to reinstall my panels.

    Now I’m looking through all the reviews and see I’m not the only one with this situation. This is something I was told was an “easy” thing to do when I signed up with your company - now I feel like it’s the exact opposite and your company is truly bringing a lot of undue stress and worry into my life. How am I supposed to know your company actually isn’t as efficient as they claimed to be? How long will I have to wait for them to reinstall - using non-sustainable electricity (which is exactly what I want to avoid) - to get a simple call-back?

    Sounds like Sunrun should either step up their customer relations and/or allow us to use an outside service to remove panels so that customers can do what was promised to be an "easy" process. They state the warranty will be nullified if we do use another provider. What about any accountability on Sunrun's part if they don't do what they promised? (especially considering the promise is as mundane as a simple phone call). What can we do, as consumers, to hold them to the same standards for which they hold us?

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    Response from Sunrun

    Thank you for bringing this to our attention, Dana. We'd be happy to look into this for you and we will be sending you a private message requesting additional account information so that we can assign a Specialist to assist you directly.

    Resolution In Progress
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    Reviewed Nov. 8, 2023

    The lead sales person, Carolyn **, was a pleasure to deal with and went above and beyond to assure we received a fine product. Despite delays working with our power company, she persevered to push through our approval and assure a fine finished product.

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    Response from Sunrun

    Thanks for your review, Steve! We're so happy to hear that you had a good experience with Carolyn and her team! We're sure you have enough decisions to think about, and our goal is to make going solar an easy choice. Thank you for helping us create a planet run by the sun!

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    Customer ServiceInstallation & Setup

    Reviewed Nov. 7, 2023

    The process with Sunrun took a little while but it wasn't bad. It was because they needed to get my information and follow their own procedure to install the system. When they got it installed, there was some damage to my wall. They did not fix it and I had to call them over and over. But in the long run, everything was sorted out because they gave me some money for the damage, which was about $800 and some change, and the claims process didn't take long.

    The solar is somehow connected side by side with the SMECO meter and everything's working good because ever since it was installed, I've not gotten any breakdown. But if I consider the money I pay for the solar and the money I keep paying for the electricity as one, I'm paying more now. I used to pay less than$200 for my electricity bill, but now that I got the solar, I pay about 100 and something dollars every month for the solar and sometimes I could get a bill of about 100 or more. So if I spend the two together and compare with my previous bills when I never had solar, I was spending less when I did not have solar than now that I have solar. Also, when I asked about the principal of Sunrun, it went up to about $150,000 and that's too much.

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    Response from Sunrun

    Thank you for bringing this to our attention, Collins! Monthly savings will vary depending on your usage, but we would be more than happy to take a closer look at this for you to ensure that you are enjoying the full benefits of going solar. Be on the lookout for a private message from us requesting additional account information so that we can get a Specialist personally assigned to your case.

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    Sunrun Company Information

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    595 Market Street, 29th floor
    San Francisco
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    United States