Sunrun Inc.

Initial Business Response /* (1000, 5, 2015/11/10) */
Thank you for taking the time to share your concerns with usA Specialist has been in touch with you regarding the system issue and the surrounding situationWe're happy we were able to come to a mutually agreeable solutionShould you
have any other questions or concerns, please reach out to the Specialist in contact with you
Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did finally get back to me and acknowledged their issuesWhile I am not 100% convinced they will deliver this time I am willing to give them the benefit of the doubt
I will refile if needed

A Sunrun sales person visited our home on May 10, to provide an estimate for a solar system to supply our electric needsThe following day I received an page summary of a proposed agreement for providing sameThis had electronic signatures for my wife and I that has now been taken as our agreement to have the system installedWe do not believe that this electronic produced agreement constitutes our consent to have said system installed on our homeWe have not had adequate time to investigate all the contents of the pages and impact that they may have for us in the futureThe most recent call from your installation manager told us today that we had officially agreed to the system on May 10, via the electronic signature processWe have not selected any installation dateHave contacted MA Attorney General office to complain about your sales process

I have solar installed on my home via a solar lease thru SunrunThe solar system has been malfunctioning since the first year it was installedThe system is years old and has never met it's contracted amount from year to yearI have contacted Sunrun many times complaining about the underproduction and we are still at an in-passThey have sent tech support to our home many times and still cannot fix the issueSince February of this year, Sunrun has sent technicians out to my house from separate appointmentstimes in months and each time the tech says they can see that the system is malfunctioning and that it is progressively getting worse, yet they have no idea why this is happeningThey have checked every part of the entire system multiple times and still have no idea why it is not working properlyThis last appointment we had (the 8th appointment) we were told my the tech that came out that he was "Waiving the White Flag" (his words) and that in all his years he has ne

Thursday, July 7, *** SunRun was to place solar panels on our homeThe young man in charge that was so putting long metal rods into the ground on the side of our homeAround 10:that morning, my son said the water was black in the toliets and he heard a strange noise coming from our basementI went down to the basement and there was water coming in from the basement wallThere was a few inches of water already on the cement floorI contact the town of *** and asked for the water dept to shut the water off to the homeThe young man said he must had hit a water lineWe made a few phone calls to a local plumber I called my wife at work , she called our insurance company , they said we need to file a claim SunrunA man by the name of Chris said that he would make our home beter than it was beforeif it was there faultFriday a crew come out and dug up our front lawn to find the pipe, and it has been puncture by the rod that was put intot he ground by SUNRUNChris then stat

I have been debating with SunRun for months over the legitimacy of the power purchase agreement I have with themThe following is a summary of the issue which I submitted to them in January which best explains my complaintSummary: I am writing to you because I have been working with your Escalation Services to revise my PPA and your specialist not returning my phone callsI began this process in *** of last year when I learned that your Solmentum sales partner’s representative fraudulently created an agreement in *** of *** without our consentWe were told by the Solmentum representative there was no agreement other than the one page rate agreementI would like to continue our discussion to modify my rate per kilowatt hourBackground: I learned of this other PPA agreement in *** when another SunRun representative came to my door with an enticing sales pitchHe claimed that SunRun was in the neighborhood working with current customers to “fix” the dishonest practices to

*** *** hooked up our solar incorrectly and we have not seen any net generation since it was installed in August

My experience with Sunrun has been great! We got our system years ago*** and *** helped us get our systemOur experience had been exactly how it was described to usThey do a quality assurance call that covers most of the complaints that I have read on here, so most people either didn’t listen or have forgottenI would highly recommend them to my friends and familyOur bill went from an average of $with *** *** and now it is $with SunrunCan’t say enough about the customer service I have personally received

I'm attaching the email we send to the company in one of many attempts to get a resolution on this matterThis email details the timeline and events of our nightmare with this company
Dear ***,
I had reviewed your money savings analysis, and as we spoke about it on the phone your analysis is monumentally off pointBased on the following points :
1- Before We switched to ***, we were under the *** program with ***, our bill was $for most of the yearLater months $
2- Around September a representative from *** knocked at my door, asked for my *** bill and promised his Company was in the business of saving money to people like us
- We believed him and switched to ***Since the switch, for a whole year we not only didn't save money, but we paid much more
4- The system was installed, December 6, For a whole year, No one from the Company monitor it, no one care to check if system was working properly
- January

on june I purchase a solar system, on January the first rain of the year came and I now have a roof leak, I called sun run and they sent a tech to investigate problemthe tech determined that the leak is coming from a vent for the bathroomI explained to the customer service rep that the damages where cause by the techs during the installation

My daughter told her roommate, a SunRun representative, that I was interested in solar panels, but we would be selling the house soonHe said the program would be installed at no cost to us, would save us money, and they would come out to remove them and return the roof to its original condition, saving all the tiles, for $whenever we likedHe arranged to have someone come out to measure the roofThat gentleman said he had no info, was just there to measureOver the next month or two I called several times to see when someone would be coming to discuss the plan, or when I could see something in writing, but had no return callsThe roommate rep said it was someone else that would be contacting me and coming over, I assume because he was quite a ways distant from usOne night I got a call saying the installers would be at my house the next morningI said no, I had not seen anything in writing, and in fact would need time to check the company out and comparison shopEveryone p

1) The company did not provide enough solar panels initially, so when they came to adjust the issue, they told us we wouldn't be charged, but ended up charging us anywayWhy are they charging us for their mistake? 2) They send out multiple bills a month, without any explanation, and take money out of our account automatically3) We have asked several times for explanation of bills/services/contracts, and they never provide them or follow through with any of their promises4) They constantly threaten to turn off our services if we don't pay their unsubstantiated bills5) They had my husband sign a contract without explaining the service they were providing to him, and that bill resulted in them charging us $***Why are we paying for their mistake? 6) They never let us talk to anyone who can help usInstead, they keep us on hold, put us in customer service loops, and never return our calls7) We are constantly battling them, and they refuse to resolve issues, and instead ignore

Initial Business Response /* (1000, 5, 2014/04/29) */
Thank you for taking the time for bringing this issue to our attention and providing Sunrun with the opportunity to find a resolution to your concernsThe production of the solar system installed on your home has been affected by damage
to the system's microinverters due to a power surge from HELCO's utility gridSince this is an extremely rare occurrence that is not covered by the manufacturer's warranty, the timeline to resolve this issue has been longer than expectedWe apologize for any inconvenience this situation has caused and assure you that replacement parts are on the wayFurthermore, our partners at RevoluSun will expedite the repair process as soon as the replacement materials arriveAdditionally, you are protected by the Sunrun performance guarantee which will ensure that you will be refunded for any electricity you were promised that the system did not produceOnce again we apologize for any inconvenience that this situation has caused you and assure that it will be resolved as quickly as possible and you will be protected from any lost production by the Sunrun performance guarantee
Initial Consumer Rebuttal /* (3000, 7, 2014/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SunRun contractor Revolusun installed seven replacement Enphase micro-inverters on May It will take several days to determine if the PV system is working correctly
Meanwhile, the SunRun response offers no concrete compensation for power lost while their PV system was not functioningSuggestions that un-specified protection from "any lost production" might occur at some un-determined date does not compensate us for elevated power bills that we have paid while waiting for SunRun to perform needed repairs
THE MIDDLE GROUND: A house within block of ours uses the same Enphase inverters, which allow power production tracking over timeThe principal difference is that their system has only PV panels, while ours has (a larger system)During the period from February, when power was initially lost, to May 2014, their (smaller) system produced kWh of powerAt $0.43/kWh (the going HELCO rate where we live), that amounts to $This compensates us only for a portion of the power lost when our system was completely down, not for the month or more when it was operating at half production or less or for full system capacityA check from SunRun for $would reasonably resolve the problem
Final Business Response /* (4000, 9, 2014/05/14) */
Thank you for taking the time to respond to us regarding your concerns with the repair of the solar systemWe are grateful for your patience with the amount of time that it took to repair the system installed on your home and apologize for any inconvenience this has caused youOur Maintenance and Monitoring team has been closely watching the performance of the system since the repairs were completed and is happy to report that the modules are functioning wellIn the past days, we have expected the system to generate kWh of electricityThe actual output of the system has been kWh of electricity during this period
We would be happy to compensate you for the electricity that you did not receive while the system was out of service at the rate you paid the utility insteadFor the kWh you did not receive, we will compensate you at the rate of cents for a total of $Sunrun will provide you with a check in that amount
Once again, we apologize for any inconvenience the timeline of these repairs has caused you and please feel free to let us know if there is anything else we can do to ensure your satisfaction with your solar power serviceThank you for choosing to go solar with Sunrun

Buyer Beware!!!! I too had a sales rep that told us nothing but lies Our true up bill goes up every single year even though the company tells us it should go down Nope - it doesn't When you add up what I pay to PG&E every month and what I pay to SunRun, plus my true up bill, I do not save anything on my electricity bill I've been dealing with SunRun for four years and it does not get any better I'm stuck in a year lease and I cannot sell my home because a potential buyer will not want to take over my lease since they will not be saving any money SunRun is a very deceptive company -- BEWARE!

The issues with Sunrun started when they reinstalled my existing panels and installed new onesThey improperly installed my old system, leaving it inoperableThey came back and reinstalled itA few months after I got them installed, I received my weekly summary of power usage from the electric company to learn that my energy usage went from -62KW the week before to 84KW that weekI learned that the new system tripped the power breaker on the electrical boxI called Sunrun and they returned my call to tell me that they were opening a ticketOne week...no return calls and no one came out to look at the problemI called back in a week and was told that there was no ticket open and, "if you would have called us we could have done some trouble shooting, but you never called"I had no idea I was supposed to call them because they opened a ticket! In addition, I asked why no one contacted me to let me know my system was down for days, even though they are supposed to monitor the pr

I'm leasing solar panels from SunrunThere are panels of my system not workingThis is due toa faulty inverterThe same problem occured last yearIt tooks at least months to repair the systemI was told the manufacturer was out of businessThey said it would take time to come up with a repair solutionThey resolved the issue after numerous callsThey assured me that they came up with a solution and thatif it happened again they would be able to fix the problem with very little down timeWell my 2nd inverter burned outIt has been a month and there has been no progress in correcting the problemAfter having calling Sunrun twice and there service company (Trinity Solar) onceI'm getting the same response as last year (The same reason)This is totally not acceptable and unbusiness likeMeanwhile they are still charging me the same leasing feeWhich comes out of my bank account automaticallyPlease help me! Sincerely, Bart ***

Complaint: ***I am rejecting this response because:
Sunrun did
contact me about my complaint The escalations department contacted the billing department So far, I have received three different amounts as the amount they claim is due It is very confusing that the billing department does not seem to know how much they think I owe I have requested an itemized statement of billings and payments to try to figure it out for myself I am still hopeful this can be resolved but they are very difficult to communicate with
Sincerely,*** ***

The whole process has been a nightmareIt took months to finally get an install dateThat original date had to be rescheduledThe second date approached and they had not shown upI looked on my Sun Run tracker and it showed the installation was in progressI called the rep and left a message, he returned the call stating it was his mistake he needed to rescheduleMy husband then called him to cancel the whole thingHe basically lied by reporting the installation was in progress to us and the companyMy husband was called by our sales rep who apologized and offered a $gift card to make up for the hassleMonday rolls around and we get a call from installers that they are at the house and need into the garageWe reached out to Sun Run and haven't had a return call or emailNow we have panels in our roof and Sun Run is nowhere to be foundOh and our gift card is NOWHERE to be found- after a verbal and email confirmation it was going to be sentHorrible company!!!!

On 12/31/*** we meet with a sales rep named Tamir who represents the SunRun solar companyHe informed us that if we signed up for solar, we would receive $*** latest weeks after installationMy wife and I told him that we would like to think about it and he stated that it was the last day to receive the $*** for signing upUnder pressure we signed the contract and were installed the end of January ***It is now April 21, *** and we have yet received the money promised to us and the main reason we signed with the companyWe have reached out to Tamir, his supervisor Jordan, Aiden of customer service, Kerry (project manager), and several other customer service reps from SunRunWe were told that it was coming giving us more time linesFirst it was four weeks after installation, then it was two weeks, and two weeks againNow after speaking to Aiden, he informed me it would be more days tell we receive itNot knowing if we would receive the money promised to us, we did n

I dont have enough space to list all issues I have had since signing up with Sunrun but I will say it has been the worst decision I have ever made as a homeownerSince my system was installed (over years now) it has not once produced the power promisedEven with my Sunrun system I am paying the electric company between $and $a year Please dont be fooled by the "guarantee" they offer on your power production, it is a scamWhat it does is pays you for what they dont produce however it does not come close to covering what you will pay your electric companyThe purpose of solar is to keep you in lower tiers with your utility companyWhen solar under produces your tiers go up and you pay the higher rateFor example my Edison bill last year was a bit over $1300, Sunrun gave me about $back in underproduction and I get stuck paying the extra $out of pocket to EdisonSunrun has done nothing to fix the issue and the customer service is nonexistentThe folks who answer the calls are always very polite however they cant resolve your problemsThey promise a "supervisor" or the right person will call you back but nobody ever doesOddly every time I call all of the supervisors are "in a meeting" all at the same timeSince I am in a contract there is really nothing I can do and they know itNext is their "warrant" they speak ofIt sounds great that they will monitor your system and do any and all repairs for freeHere is the issue with thatAbout two years after my under producing system was installed my "inverter" went out during the summer months which means I was producing zero powerSunrun let me know that they were out of stock and it would be months before they fixed itI asked if that meant they were not able to do any new installs across the entire country because they had no inverters and of course they said they had inverters to do new installs but none to repair the systems of their "valued" customersSo I went many months of no solar at all but don't think for a second they will let you stop paying them even though they wont repair your systemAnyway my Edison bill was $that year and what Sunrun refunded me didn't even come close to covering itIf nothing else please do your homework and get quotes from several reputable companies before you go solar and truly understand your contractI made mistakes as well that are completely my own faultI am paying Sunrun more money for less power than some of my friends/relatives I was able to steer away from Sunrun to other companiesThe salesman gave me a good pitch and I signed up without shopping aroundThat is completely my fault but all I have asked from Sunrun is to simply produce the power I am paying for and they have not lived up to their end of the deal one time since I signed onAnd again, your in a contract for a very long timeOnce they have you on the hook they have zero motivation to help youAll I can do at this point is tell my story in reviews and hang out with the poor sales representatives at Costco and warn all of their potential victims about what they are really getting with SunrunI don't know if there is a way for potential customers to contact me direct from here but if there is feel free to message meI will be glad to explain all of the issues I have and what I have learnedI really don't want to see anyone get stuck in the same situation I am in

We lease a solar power system from SunRunOn July 9, 2017, their inverter failedWe received an email that day that they noticed a problem at our house and someone would contact us within business daysNo one did so I called them and was asked to call Solar Universe to arrange for someone to come out and service the systemI called them several times, never got anyone to pickup and per their recording left my contact information, they never called back.I called SunRun back to let them know nothing was being done so they said they would contact Solar Universe, finally about a month after the inverter went out, Solar Universe sent a tech out who notified us the inverter was broken and they would order a new oneIt's now August 25th and we do not have a replacement inverter (which belongs to SunRun since we lease the equipmentI later was contacted by a SunRun representative who told me they would be following up to make sure the inverter was replacedI asked the rep if this proc