Reviews
This profile includes reviews for Sunrun, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 1,397 Customer Reviews
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Review fromJoseph K
Date: 02/04/2025
1 starJoseph K
Date: 02/04/2025
This company *****. My battery has been out since July, so my electric bills have jumped $300/mo. It is brand new. Getting a *** out to the property is an utter nightmare. Months out waiting time, and you MUST be on the premises. I had an appointment finally set for 12/13/24, and someone came out to Kui and said that a ***lacement battery needed to be ordered and sent me a text verifying so. While away, my brother met with them. He didn?t see any new equipment, but spoke about some issues and then they left. Problem solved, right? **********, I got a text from Sunrun about my battery not communicating, to my surprise. It still has not been resolved. On hold about 15 mins, I decided to try the online chat. They showed the same, no communication with the battery as did I. I made another appointment for 3/7/25. I fear that I?m back with having them come out to find out they need to order a ***lacement and so here I go again.There is absolutely no technical support other than basic phone or chat help. If there was a company that had actual, in-depth support for their customers and bought out **********************?s contracts and ***laced them with their own, they?d make a ton. I?d pay a premium for that at this point.This business model comes very close to a scam.
Sunrun, Inc.
Date: 02/05/2025
Hi ******, we appreciate you reaching out and letting us know about the issues you are having with your battery. We are very sorry to hear that it's taking longer than expected to service your system and we'd like to help. We've located your account and have assigned an Escalation Expert who will review your account and reach out to you as soon as possible. If you have any questions in the meantime, please send an email to *********************************** Thanks!Review fromJames L
Date: 02/03/2025
1 starJames L
Date: 02/03/2025
One of the major selling points for us was the one-time on-and-off install over the life of the 25-year lease. Because our roof at the time was about eleven years old they had a person come in to inspect it to make sure we qualified for the roof install. Very few roofs in Florida will make it to 25 years without being replaced.
****** damaged our roof. I called Sunrun to set it up so the roofing contractor could coordinate the timing and use the one-time removal and replacement policy. I was told by the representative he never heard of that as being Sunrun’s policy. I told the rep that it was part of our agreement and he said he would get back to us. He called back and said they do have that policy but the sales people told him they never told us that, and we were mistaken. I asked the rep how we could know about a policy he told us he never even heard of if the salespeople didn’t tell us. A few days later he called (recorded). He said Sunrun does do that and he would find out what we need to do to get the process started. The rep called again and left another message (recorded) saying Sunrun does do the remove and replace but we don’t qualify, and it will cost us $10,150 to do the take-off and put-on. He said it’s not written in our contract.
The roofing contractor called one of the solar installers in our county that sometimes installs for Sunrun. Their price is $4,350 to do the same thing Sunrun wants to charge us $10,150 for. That’s $5800 for what? - Just to call a subcontractor?
I don’t know if the sales people forgot they told us about the Sunrun policy of remove and replace, or if they didn’t know it doesn’t apply to every customer, or they just misrepresented the policies of Sunrun, but as salespeople they do represent Sunrun. Two other couples we know who have Sunrun were told the same thing as well; - that there is a one-time remove and replace Sunrun policy.
There are other issues as well but there is not enough room remaining.Sunrun, Inc.
Date: 02/19/2025
Thank you for letting us know, *****. We have located your account and escalated your concerns. Our experts will contact you directly to see how they can best assist you!Review fromVicky T
Date: 01/31/2025
1 starA company like Sunrun should not be in business. They damaged my roof, and I have been reaching out since November 2024 with no resolution. They initially claimed they would fix it using a vendor they personally vouched for via email. However, when I asked for details on the scope of repairs and requested to use my own vendor, I was met with complete silence.
Despite sending a certified letter and a demand letter requesting their policy, I have received no response—not even a phone call or a letter. How they maintain an A+ rating here is beyond my comprehension. I know I won’t get a resolution with the BBB, but I want to warn others. I am sharing my experience to help other consumers avoid becoming victims of this company’s negligence.Review fromJOSEPH G
Date: 01/27/2025
1 starJOSEPH G
Date: 01/27/2025
If Sunrun is the best in **********, then I would hate to see what their competitors are like. After you'.ve signed a contract with Sunrun, then your next contacts wiith them will be through a phone tree in *************, where they read from a script to help you out. Our panels were only operating at 50 percent when we purchased our home in ***********, **. After six months the panels should be generating at 100 per cent. More to follow.Sunrun, Inc.
Date: 01/28/2025
Hi ******, thank you for reaching out. We're so sorry this has been your experience, and we want to do everything on our end to resolve your concerns quickly. I look forward to turning your situation around! We've 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!Sunrun, Inc.
Date: 01/28/2025
Hi ******, thank you for reaching out. We're so sorry this has been your experience, and we want to do everything on our end to resolve your concerns quickly. I look forward to turning your situation around! We've 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!Review fromJeffery C
Date: 01/27/2025
1 starJeffery C
Date: 01/27/2025
We have had multiple leaks with our roof in the last 6 years since we installed with SUNRUN. There were zero issues before we installed. Every time it rains more than a drizzle, we have roof leaking and water coming into to our bedrooms. It has been a nightmare. SUNRUN will not stand behind their product nor their install. We have gone back and forth with SUNRUN and their selected roofing company many times, regarding all the leaks. Each time it's days before they can come out and fix, and for the last few years SUNRUN has pushed responsibility off and will not cover the roof work or even help out with the cost. We installed the panels for $30K and made a huge mistake going with SUNRUN. We have spent thousands upon thousands of dollars after then install, to fix the panels/roof with the continuous leaks. Besides that we have ALSO had many issues with the panel's "being down and not producing" and thus not saving us any money. It was the worst decision we made with our house, and we regret it completely. With the rain yesterday and today we now have another leak, leaking right into our daughter's room. I know SUNRUN will not be of any help and this will be another out of pocket cost just like the last few times. When roofers are called out, they all pinpoint the leaks to being related to a solar panel.None of this was happening until we installed panels with SUNRUN. We are extremely frustrated and disappointed.Sunrun, Inc.
Date: 01/28/2025
Thank you for reaching out, *******. We've located your account and see you are working with our escalations team. We have also sent this review to them, so they are aware. Please continue to work with your expert towards a resolution! Thank you!Review fromDeidra b
Date: 01/24/2025
1 starDeidra b
Date: 01/24/2025
This company is left us facing a frustrating, stressful and betrayal situation. We expected a thorough and honest inspection of our roof in the beginning start of this process especially when it involves a major investment like solar panels. The outcome is not only disappointing but potentially dangerous with the condition of our roof we later found out was in. SUNRUN failed to share the conditions of our ******* leaking and mold infested roof and chose to move forward with the installation.Later finding out with a proper inspection from a different company (home and remodling company), we learned our roof was in no shape for these panels to begin with as this damage has been occurring longer than we have had the panels( Photos prove just that). When reaching out to Sunrun with this upsetting news; they were uncooperative. They failed to take accountability in disclosing any concerns and any written document of the initial inspection which is even bigger problem for that matter. Now we are facing costly repairs and they are charging us $9,0000 in removal and reinstalling dues to their oversight!!!! This is not okay and is a very significant issue that this solar company is failing to work with us on. Shame on them! I am in absolute disbelief and beside myself that a company does business like this.Sunrun, Inc.
Date: 01/27/2025
Hi, ******; thank you for reaching out. We're so sorry this has been your experience, and we want to do everything on our end to resolve your concerns quickly. I look forward to turning your situation around! Ive assigned an Expert to review your account and reach out to you as soon as possible to assist you further. I appreciate your patience!Review fromNaira H
Date: 01/24/2025
1 starNaira H
Date: 01/24/2025
Sunrun sales agent knocked at my door in May and told me that if they use my roof to install the panels, I will never have any more energy bills from Ameren and Arcadia, and will pay them a flat rate of $50/mo lifetime. It sounded attractive. The installation happened towards the end of September, well outside their 90 days of grace period of signing the contract. None of their promises were kept. I keep getting Ameren, Arcadia bills, and on the top of all I pay them $50/mo. This was a forceful manipulation by a sales agent, and I would like to see that Sunrun takes care of all my bills or comes and removes their panels, fixes my roof back to its normal shape. First, their 90 days grace period should count from the day of the installation, and not from the day of signing the contract, which happened four months before the installation. Within a month or so upon the installation it was clear that I am getting three different bills for my energy services. My calls led to an escalation case, but they never followed up or fixed, as I am ourside their grace period. I have been struggling for few months already to get this issue resolved in vein.Sunrun, Inc.
Date: 01/28/2025
Hi Naira, Thank you for reaching out. We can see you are currently working with our Escalations team to reach a resolution. It looks like you have been in contact with your expert recently. We encourage you to continue working with your expert to reach a resolution you are happy with. If we can help in any way, please send an email to ********************************** for additional assistance. Thank you.Review fromKevin G
Date: 01/23/2025
5 starsKevin G
Date: 01/23/2025
I received an email
from an unknown address that requested some personal information related to a
gift card. I assumed it to be spam and deleted it as well as the next one
that was following up. After reaching out to them and receiving clarification,
they promptly reopened the case and thoroughly investigated the issue. I
couldn’t ask for more. I only wish Blackhawk would’ve provided a brief
intro in their first email to me. All is now good.Sunrun, Inc.
Date: 01/24/2025
*****, thank you for reaching out to us and sharing your experience with us. We are sorry for the issues you are experiencing with our services and apologies for the delay in getting a tech out to your home. We have located your account and escalated your experience to our Escalation Team. An Expert will contact you as quickly as possible to help resolve your concerns. Thank you!Review fromNathaniel S
Date: 01/22/2025
1 starSunrun installed my panels on the second week of July, but my system didn't go online until the end of November, partly due to my electric company and something called PTO, of course I was still paying high electric bills, but now the battery they installed along with the rest of my equipment is not charging, so I was told that I would have to pay over $500 to have a technician to come and to see what's wrong, I think it's wrong that I have to pay for them to fix their equipment.Review fromOlimpiada K
Date: 01/21/2025
1 starOlimpiada K
Date: 01/21/2025
Sunrun refuses to pay back for two months of no service provided because the panels were down and they took their sweet time to come and fix it. The best months of the summer, I paid for a service I didn't get, and now I'm paying not only Sunrun's monthly bill, but also National Grid. I paid for a service, and I'm not getting refunded. AwfulSunrun, Inc.
Date: 01/22/2025
Olimpiada, we appreciate you reaching out and letting us know about this issue and we'd be happy to look into the two months your system was down. We've located your account and assigned an Escalation Expert to your case to look into this for you. They can take up to one business day to review your account, so please don't hesitate to reach out if you have any questions. Thanks!
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