Sunrun

Sunrun installed a bad roof on my house. After many months of emails and phone calls, they never sent out a repair man. Finally, under duress, I signed a form from Sunrun to use my own contractor. I signed under duress because they said they couldn't get a repair man and that this was the only way I could get my roof repaired, and there were driving rains. I told I didn't want to be personally responsible, and that's only thing I asked. But after the contractor fixed the leaks, there was more hidden damage that emerged and more leaks. They told me they won't fix the roof. The bad roof they installed was so bad that one company wanted to charge me $23,000 to fix it. He said the roof was so bad that really it should be replaced. And boy, when he looked at it, he sneered in disgust. Why did they not simply repair the roof after the first phone call. Eventually, they sent me an email with lies, such as "since the roof no longer has a running leak, Sunrun is not responsible for a repair." A blatant lie. I assumed this was an underhanded tactic written by a lawyer to fool the court in the event of a lawsuit. I thought Sunrun was a legitimate company. Even the Sunrun claims manager apologized to me for my treatment, and she said the higher ups were orchestrating everything. She seemed to be trapped in an immoral circumstance because the bosses simply wanted to get out of paying for that roof at all costs. Even from the beginning, they continually tried to get me to "work " with their contractor. They said they couldn't find the contractor and only that particular contractor could fix the roof. Why were they telling me all this. I told Sunrun, that I purchased the roof from them and to leave me out of such conversations. I truly feel this matter is about greed and avoiding the cost of their damage. They have a lot excuses, but I felt from the beginning, everything was a dodge or a put off. It's been two years and my roof still leaks. This is so cruel. I'm a senior citizen. The stress has been affecting my health and making me I'll.

SUNRUN-AWAY!!!!!! 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 5pm, 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 3business 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 Sunrun....no other company can possibly be this bad.

They pretty awesome and they did a great job shout out to Sunrun

They pretty awesome and they did a great job shout out to Sunrun.

Excellent! They were professional

The salesman was not truthful. Customer Service is not good. My “non-existant” electric bills are annually in the thousands. We are told a different story every time we call Problems do not get resolved or sent higher up to someone that is capable of solving them. Service is sloW

Excellent.. Beginning with our sales representative who patiently answered all of our questions and came back with documenttion and articles for us to read, we couldn't be happier. Our project manager called us on a regular basis ending each phone call with a date when we could expect to hear from her again. We were given access to a customer personalized portal we could check the status of the project process as it worked its way through the APS approval steps, required inspections etc.. We received a call whenever a team was coming to the house as well as the name of who would be coming to the door. Teams always arrived at the scheduled times. Our system is operating as expected. A representative has contacted us a couple of times since we were fully opeerational to see if we had any questions. We are so glad we went with Sunrun!

If you read 1 review please read this one. It will be unbiased as possible. I worked for Sunrun for 2 years and my employment was recently ended with them. I won't go into detail, but they have not paid me part of my final paycheck and are withholding it, hence why there are getting a 1 star review. And it's sad I, as well as other customers, have to write bad reviews to get things done (and thats been true the whole time I've worked there) When I first started working for Sunrun they were doing things right and I loved working for them... the first 8 months. The last year and a half they have dramatically gone down hill, on how they treat their customers and employees. They are losing their competitiveness and seem oblivious of that. Their saving grace is the Costco Purchase Program but even then many local/national reputable companies can beat that price and offer better panels, often American Made. There Prepaid PPA is also a decent option but you can't finance it and have to have the money upfront. The best semi national company would be Peterson Dean hands down. They have a better price than Costco and they have American Made equipment and panels, with a equal or better manufacture and service warranties than Sunrun. In Southern California (where I worked) you have 3 great companies I would use including Peterson Dean, are Sullivan Solar, Semper Solaris, and Solar 360. If your looking at doing a Prepaid PPA, I would go with Sunrun over Solarcity for sure. But with a purchase I wouldn't. Overall Sunrun is a decent company, but there are better options as I listed. And I hope to be able to delete this review once I get the money that's owed to me.

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The actual installation went very smoothly and we are happy with the end product.  The price was good. The big negative is that it took a full year to complete the process.  Most all of the issues had to due with approval from the city of Litchfield Park.  The communication between Sunrun and the city was totally frustrating.  The city requires a written application and attendance at a monthly review meeting for approval.  For some reason Sunrun was not attending the monthly meetings,  when they finally started to attend they had trouble meeting the cities requirements.  I realize that Sunrun feels the city was jerking them around,  but in the end they were able to get approval by following up and increasing their communications.

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We called and emailed multiple times, we never got a response. Every time they claim they don't have the correct phone or email. Finally, I told them I need them to have system removed off property because I am concerned that they cannot provide adequate maintainenamce of the system for 20 years. I was threatened with legal action. I want people to know that Sunrun violated all their agreements with us. The contracts were expired and no dates were followed or respected.

I bought the system when REC Solar residential was not part of Sunrun (thru CostCo).  According to the website they are now part of Sunrun.
The installer was REC Solar and they did a terrific job.  They worked with my roofing contractor to coordinate the standoff installation before the roof was installed.  This is the cleanest installation since the roof perforations were only guaranteed to last 5 years but the roofing contractor guaranteed for life if the standoffs went under the roof.  I used PRS (Professional Roofing Services) for the roof install.  My roof was end of life at the time of the install so this made sense.  One thing that concerns me about solar installations in general is installing them on a mid to near end of life roof or tile roof.  Potential for a lot of "after install" problems so recommend a new roof to go along with the solar.  Don't install over crap or you are asking for it - companies want to make $ so if the roof is borderline they will still do it but future problems are in store.
REC Solar also coordinated with Smith Electrical to install a new main panel required for the job.  I was charged only $50 for the panel upgrade due to some subsidy.  
I also did the pre-paid PPA solar agreement.  So I do have an agreement with Sunrun.  The positives are:
* Should the inverter die in about 10years, sunrun gets to replace this free of charge (otherwise a 4k cost to me most likely)
* My deal is such that if I make more electricity than rated I get to keep it no charge.  If less than the company pays me a pre-negotiated per kw rate at the end of the year.
Some negatives are:
* sunrun gets all the rebates (although the install cost was greatly discounted to offset rebates I would have got back)
* there was a CA rebate that I had to do some paperwork for months later.  sunrun gets this too, but again, install cost was greatly reduced because of this.
All in all I'm happy with the install and sunrun.  I setup my account on the sunrun website awhile back and it looked pretty slick in terms of seeing your energy production but have not checked it in some time.  Every once in awhile I look a the inverter output read on a sunny day and see about 4k ... I think the system is rated at 5.6? ... can't remember, was awhile back ... there are 20 panels on the roof and the panels are partially shaded on the NW side of the house.

Salesman did a good job of explaining the benefits and terms of the contract. Then we were handed off to several other technicians who did the planning and execution of the installation. This is where communication could have been better.
When we noticed an omission in the plan layout, we called it to the technicians attention. When the were ready to install the system we found that the change had not been made. If the salesman had remained more involved this could have been avoided. They tried to charge us for the extra trenching , but the salesman intervened and honored the original contract.

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