Review for Sunrun Inc.

Office location: 8385 Eastgate Road 130, Henderson NV, 89015

03/27/2025
Chelsea R Las Vegas, NV

Service Issues

I have been in contact with the support through the chat and the phone regarding my solar system not working multiple times this week and I am beyond disappointed with my experience. The service that I have experienced has been unacceptable. The first time I chatted with support they gave directions on how to reset the system. The second time I contacted support was on the phone and I explained that the reset did not resolve the problem. The employee stated not to worry that parts have been ordered and they will contact us when they are in. I told him that I was unaware that any parts were ordered because no one had even come out to see what was wrong. He said no, parts are on the way. Two days later I spoke with the chat again and they said no parts were ordered but just to find out and see what is wrong it will cost $649. My solar system is less than 3 years old and I have a 10 year warranty. This is the third time that the panels have completely stopped working. I’m not paying $649 for a technician to come out just to see what is wrong. That is an outrageous price. My solar is under warranty and the last two times we had problems someone came out to look and there was no charge. They also spent less than 30 minutes inspecting the system. There was never any disclosure that a service fee of $649 was required just to come out to see what the problem is. I will not be paying that as that is an absolute outrageous price. I paid over $70,000 for this system and it is still under warranty. The fact that the solar panels have stopped working multiple times in less than 3 years is ridiculous and then to charge an exorbitant amount just to come out to assess the situation is outrageous. Not to mention the inconsistent and incompetent service. I emailed the customer care email to see if I could speak to a supervisor and I got an email back saying they no longer use the email and to utilize the chat or phone number. I have asked every time to speak to a supervisor and they totally disregard that on the chat. Absolutely disappointed frustrated and would never recommend this company to anyone ever. My next step will be filling a formal complaint with the better business bureau.