Review Time
Literally everything about Sunrun is the worst. Their sales rep lied to us from the start about how long the process would take, to get us to sign up. Their activation specialist and project manager don't do anything to move your project along at all: they don't visit the site, they aren't proactive with the cities for permit issues, they just sit at home and email every few weeks. They don't communicate with you for months at a time about what is happening. Their incompetence makes you go to the city yourself to try to move the project along. Then, when you complain, their bosses are extremely arrogant, condescending, and rude to you. I will be holding a 25 year grudge against this company and will be quitting working with them the day our plan runs out, we just don't have the money to cancel early right now otherwise I would do that. I strongly recommend anyone that sees this to never work with Sunrun and find any other company to go through for solar. Most companies don't care about their customers anymore, but this company is the king of doesn't care about their customers. I will never have a worse customer service experience with any other company, there's no chance.
I have been waiting over 7 months for Sunrun to come out and fix the problem with my original system installation. Meanwhile, I am now being double-charged by Sunrun and Duke because the system is not producing the amount originally promised. Customer service is horrible! Everybody blames each other, and nothing ever gets resolved. I am still waiting for a supposed escalated ticket from upper management to address the ineffectiveness of our system after 3 runarounds. I would NOT recommend this company at all!!!
Stop!!!! If you are looking for a nightmare experience you have found the right company. RUN do not walk. This is one of the most unprofessional and worst finger pointing companies I have ever dealt with. It’s almost a year and they are still not done with the job. The salesperson has over promised and the system is not doing ANYTHING close to what he stated. Now I the finger pointing starts and no one returns calls. I am giving them another 30 days to fix and solve all issues before I have all their bs equipment remove from my home.
Run away. We have had multiple issues and customer service is nonexistent. I have had multiple roof repairs due to animals even with their animal guards. Each time I call, I am told that it is not their problem. Also, not only have I not saved a nickel, my electric bill has increased. I have spoken to several people since installation and I wish I spoke to them before. SCAM
We decided to add solar panels to our existing solar system. Truly a good idea since the electric tier system was changing. I thought it was an innovative idea and we add batteries for storage Well we started the process and it took nearly 10 months to get our new system operational. There were a few facts that were not disclosed to us. 1. Our current system which we own was taken off line during our waiting period. So our electric bills went crazy. 2. The transformer in our neighborhood could not handle our new system. So we were put on a waiting list with large electric company with no idea when this transformer would be replaced. In the name of good business wouldn’t you check first before installing equipment. It literally took 9-10 months for this transformer to be changed out. 3. We were informed by our sales person who was very good at teaching us about the finance side of the solar. We would get a $2500 credit card we could use as a gift. We had to updated our electrical panel. So we could use those funds to pay for that upgrade. When we finally started our service. We called about our credit card. And according to customer service they did not know what we were talking about. We called our solar sales person with no reply. We called and called and called to get information about our system being operational sooner with really little feed back and help. We never heard from our solar sales person about the credit or helping us pay the outrageous bills we encountered while our solar system was off line. We sent a final email to give feedback back and get help but nothing was done We are still waiting.
Communication between the PM and myself was stressful. Had to send utility documents numerous times . At one point found the local office a personally took the documents to the PM. At one point after sending the same requested documents a 4th time I asked and told in writing that all was good to go only to be asked again later on for the same documents. Spoke with the supervisor about the frustration especially when I came home after a vacation to only find equipment installed on the front of my house with no conversation prior to the adding of equipment that does not add to curb appeal on my house. Expressed my disappointment to the supervisor and was assured that SUNRUN would make it right but wanted to get through the process with PG&E first. Well all is connected and I will wait and see if there is follow through on the promise. Customer Service is essential for the success of any company and text messages and emails in my opinion is not customer centric service. I asked numerous times if I could have a visit from a local supervisor to discuss the situation and it seemed to go to deaf ears. The field personnel were great , honest and straight forward. Be tough for me to recommend SUNRUN to others.
writing to you as my last resort regarding a PV project that Sunrun started more than a year ago at my property in 21223 Hobart Blvd, Torrance CA. The panels were installed at the newly built ADU. At the time the ADU hadn’t been assigned its own address but Sunrun told me that that had an easy fix once the new address get assigned, they would do the paperwork to update. The ADU’s address was assigned and the paperwork needs to be updated and LADWP is requesting that the request be resubmitted reflecting the new address. Amanda Gonzales who is assigned as the project manager, has been incapable of helping me and keeps on giving me the runaround, she won't take calls and is not responding to my emails, and a third party that has no idea always responds, indicating that Amanda will call me later but she never calls. I don’t know who her supervisor is, which is why I’m contacting you. I do NOT wish to continue with Amanda as the project manager and kindly request that you assign a new person that I can work with. Everything is in place for this project to work. Just need to request to the right address
Avoid this company!! Everything was fine until it wasn’t. I got a notice that my solar system needed service. I got on my Sunrun app and noticed that it had been down for 2 weeks. Notification said that Freedom Forever would call within 7 days to schedule repair. It’s been 3 weeks and haven’t heard from Freedom Forever and after hours on hold I have given up on reaching them. I’ve tried to contact my alleged case manager, Brianna Harrington, who claims she “will partner with you (me) and advocate on your (my) behalf within Sunrun”. I asked her if I would be compensated for the $10+ a day cost of lease and increase in APS charges while solar panels are not generating power. Crickets! Also, when we first got our solar panels, we were told that we would never get another APS bill. Lie! When it worked it did save money but we DO get electric bills in the hot months here in the Arizona desert. This is the review I posted a little over a month ago and no compensation was given. The post on Trustpilot has mysteriously been taken down. ?? Now the EXACT same thing has happened, except I have a new case manager, Alexander Field and panels have not been producing for who knows how long!!. I won’t spend hours getting nowhere this time! Very dishonest company, abysmal communication and terrible customer service. You have choices, DON’T choose Sunrun!!
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