Sunrun

Our experience with Sunrun has been a nightmare and we do not recommend anyone buying a solar system from Sunrun. We bought a complete home solar system that would produce more power than we could consume and a backup battery for black outs. They were late with promised installation and it only got worse from there. For the last 16 months our system has been underperforming according to Sunrun and our actual home monitoring apps they recommended we use. Sunrun told us everything from the original plan was wrong, they installed all wrong panels, all connectors were bad, and everything in between. There were at least a dozen times I stayed home from work to meet with technicians and was assured they would talk to us about findings and at least half the times we never saw them or they didn’t show. The last group of techs said they didn’t properly install all wiring on initial installation and they and we were only monitoring part of the system, but all I know is we are still paying our electrical company and shouldn’t be. We are trying to get fairly compensated and as you can guess Sunrun is not playing fair. Tommy

It is unfortunate that Costco allows SunRun in their stores. One would suspect that vendors allowed in the store can more than likely be trusted because of Costco's great reputation. This is not the case. SunRun is without a doubt the absolute worst customer experience we have ever had with any vendor. We have paid our solar lease in full, don't have solar operating, and SunRun has asked us to contact their subcontractor rather than dealing with their sub themselves. Please whatever you do, don't waste your time with SunRun. And, Costco, please stop allowing this vendor to have a representative in your stores. They do not remotely live up to Costco's reputation.

This company has been a complete nightmare to deal with. In December 2021 we noticed a leak in our Living room so we called a roofer who fixed it short term and said the causes is due to the panels. So I called Sunrun and they sent out a technician who long story short said that only 1 of the leaks was caused to their panels. After 2 additional techs coming out they somehow concluded the case had been closed…without actually fixing anything??! It’s been 3 months so far and we’re going crazy dealing with them. Trust me run far away from this company!

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PLEASE READ BEFORE DOING BUSINESS WITH SUNRUN AND DO NOT LEAVE A $500 DEPOSIT! Sales Rep will pressure you to leave a deposit and reassure you it is simple to receive a refund if you change your mind. Contract reads: ..."If you cancel...any payment made by you under the contract or sale, and any negotiable instrument executed by you will be returned within 10 calendar days following receipt by SunRun of your cancelation notice..." On June 7th I executed a Notice of Cancellation (NOC) that was received by SunRun Cancellation Team on June 7th. On June 7th, the EMAIL BELOW was CIRCULATED INTERNALLY by SunRun acknowledging receipt of my NOC. Rather than honor the terms of the executed cancellation agreement I sent, they routed me to FURTHER SALES PRESSURE. After several phone calls and emails, I contacted them today stating I needed a definitive date for refund - NOTING THE 10 CALENDAR DAYS referenced in the contract. They said they just received the cancellation notice today and it will be 30 MORE DAYS BEFORE I RECEIVE A REFUND! Clearly a RUN AROUND. That will be ALMOST THREE MONTHS BEFORE THEY ISSUE A REFUND. The email below clearly reflects they were aware that I had emailed a Notice of Cancellation (NOC) on June 7th. This is really how they treat their customers and what they think of them. IGNORE THE CUSTOMER REQUEST AND GET THEM TO STAGE 7. Costco should rethink the relationship. From: [[email protected]] Sent: 6/7/2019 2:07 PM To: @sunrun.com Cc: @sunrun.com Subject: Action Required for At Risk Customer Customer is at risk of cancellation. Sales Rep: Chris Reason: Customer Initiated Incident Subreason: Cancellation Team Request Description: Customer emailed NOC. As a result, I have created this ARC case. Next steps: 1. Please work with the At Risk Customer case using the "Resolve ARC" button in the top right of the Project page:. 2. If the issue gets resolved and the customer wants to move forward, update the Case Status to Pre-SRA Closed. Work on collecting any outstanding documentation so the Opportunity can get SR Approved and reach Stage 7. 3. If the customer does NOT want to move forward, update the Case Status to Pre-SRA Closed AND UPDATE THE OPPORTUNITY STAGE to 11. Closed Lost.

First called the Angie's List number provided and got Chase. He said I needed to call another number for commercial. Called that number and got Stephanie. She said this is the wrong number and for commercial I needed call a third number. I was clear with Stephanie that this is already my second call for the "same" company. She assured me the third number would be correct. So...I called the THIRD NUMBER and got Ken at AEE. He said this is the wrong number, and I needed to call a FOURTH NUMBER!!!! I'm done. This company is a disaster - I would NEVER do business with them! BUYER BEWARE!

Sunburn through Costco made is so easy and came in at almost half the price of other companies we researched. They made the process so painless with coming to you for everything. They also did a 1 day install and made sure to check in with us. The took care of every detail including an upgrade to our current panel. Harrison made sure that all of our questions were answered and he was always available to us.

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From the first contact with Josh Bashara the sales person, to the installation, this was a quality operation.  Everyone that we dealt with, the surveyors, the installers, the Sunrun facilitators who arranged all of the permits, etc. were first rate, kept us informed, and all work was completed as expected.  We used Sunrun going through their agreement with Costco and would highly recommend them. 

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The installation team worked very hard to get my panels on the roof and install the power inverter.  My only complaint is that they failed to install grounding wires on my hot water heater gas and water line.  
With regards to inspection (by both Sunrun and the City of San Diego) - they did not meet expectations.  I was not informed ahead of time (only on the actual date of inspection while I was driving to work).  I wish someone would've let me know ahead of time so I wouldn't have had to waste my paid time off..
Otherwise, they do phenomenal work!

All the people who worked this project, from sales through installation to customer service have been very easy to work with and have answered all questions.  The installation was handled in one day with no damage to roof.  Very happy so far with there service and after installation follow through.

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Talked to a rep at Costco and an appointment was set up for an in-house consultation. NO SHOW. Wasted an entire morning!

We had to have a new roof before the solar array could be installed. REC waited for the tear off, placed their stanchions, and did all their electrical and meter setting the first day ( and this was a run through a very hot attic ). They patiently waited the second day for their area of the roof to be completed and then installed the rails and laid the panels.  The electrical connections were completed and final hookup done to the meters and inverter.  The electrician explained every detail about the hookup,  how the system worked, and will return to walk the inspector through.  We received a huge booklet and flash drive with all kinds of information on the system.
Extremely professional people. !  Highly recommend you start with REC and then go to Sunrun if you want to lease.

Very well!

Everything went wonderfully! All employees of RecSolar have been very professional, a pleasure to work with.

good to get multiple bids on projects.

While the price of the systems are very competitive, I had the best feeling working with the sales consultant from REC. I also liked the fact that the panels are manufactured here locally and loved supporting the local community. We knew the best location on the roof for the solar panels is on the south facing side. The problem with our installation is that we had a pool solar heating system on the same spot. We decided we would benefit more from a solar PV system and had the pool solar system removed. That left us with another problem with all of the holes in the roof from the pool system. REC recommended and worked with a separate roofing company to redo that part of the roof. Once the roofing company finished their job, REC installed the panels and did all of the electrical wiring in the time that they estimated. Everything went very smoothly and now love to see the meter go backwards. I was very pleased with the quality and professionalism of this company, and highly recommend them to others.

Rec did the work professionally and on time. The system’s production has exceeded our expectations and their estimate. They don’t try to ‘over sell’ the system as far its capability for production, meaning they are conservative with their numbers. I think we’ve have two full years without electrical billing charges. Also, when we had an issue with a state rebate, they stood behind us were extremely helpful in making sure that we received it. Overall, I thought they were very skilled with coordinating all aspects of the project.

I was very pleased with all aspects of the installation and subsequent performance. The cost reflects what I paid after rebates.

Everything turned out very nicely. Their original design pattern was created to accommodate penetration, like air vents, across the roof. I decided to have my vents moved by other contractors, and therefore the end design was a nice, symmetrical rectangle. Nobody from REC Solar suggested that I make these changes, but I felt it was in my best interest. I’ve had no problems with the system, and I haven’t had any electrical costs since the installation. Bottom line, I'm happy with the product.

I thought everything turned out well. Their technical sales representative was excellent! He was the reason decided to hire REC. There was a small issue; they installed the transformer on a wall with an electrical out, and it happened to be a firewall as well. This caused a few problems, all of which were resolved. I think we could have saved a lot of time and frustration if the design work had been better planned. However, the system is working really well and I’m happy with the end result.