Review for Sunrun Inc.

Office location: 177 Cantiague Rock Rd, Westbury NY, 11590

03/20/2025
WILLIAM THOMPSON East Meadow, NY

WORST COMPANY EVER!

DO NOT CHOOSE SUN RUN- WORST DECISION EVER! The company makes you lease equipment that they don't properly monitor, and they make you pay a monthly service fee when they don’t provide professional or basic customer service. We went 5 months with our inverter being down, and no one even notified us until I contacted the company to complain about underproduction. The online portal made it appear that our system was fine, when in fact it wasn’t. I then had to speak to three different customer service reps to just schedule an appointment for a service tech to come because their 'appointment system was down' for three consecutive days! Each time, a rep guaranteed someone would call me back, and no one did. Then when I followed up for the third time, the only appt available was a month away! I then had to spend a month calling customer service reps, case managers and supervisors to resolve our issue and have someone fix the problem sooner than waiting another month. Reps and case managers said they would return calls and emails, but never did. Our case manager Amalia Aguirre actually hung up on us when we called her to complain that the service tech never showed up to fix the inverter; when we called her back, we only got a busy signal; she and her supervisor Jennifer McReynolds didn’t respond to either voicemail, text, or email for a week. I ended up having to call other customer service rep and try to get another case manager (this was promised and did not happen). I was repeatedly told that I could receive compensation for the 5 months of underproduction, but only ended up finding out that we didn't qualify for the performance guarantee reimbursement even with 5 months of our inverter being down. Every customer service rep read from a script and didn't even take the time to read the case notes or understand our concerns/issues as expressed, they just kept repeating the same lines. When Amalia Aguirre finally returned my calls/emails after a week, she didn’t even acknowledge her hanging up on us, and when I addressed it with her, she just said ‘Sorry, my phone system was down’. For a week? SunRun can’t resolve appointment scheduling or phone issues in this day and age? But they don’t have any issues of course taking payments or with their billing department or system. You end up paying monthly to lease solar products that don't work, aren't monitored, aren't serviced for months, and then have to speak with unprofessional staff that don't even have the professionalism and courtesy to respond to your concerns, calls, or outreaches, whether by phone or email. This lack of service was received by even the case managers and supervisors! Now we’re locked into a contract that we can't get out of unless we buy out the $20,000 of equipment. So basically you end up paying monthly for nothing, and there's nothing you can do about it. DO NOT GO WITH SUNRUN.