Sunrun

Our experience with Sunrun has been extremely frustrating, even though the system is now technically working.

For months our battery system never discharged and stayed at 100% overnight, which meant we were not getting the benefit of the system we were paying for. During that time we contacted support repeatedly — at least six calls, multiple chats, and three scheduled technician visits. Each time we were told everything was fine and the ticket would be closed.

We repeatedly explained what was wrong and asked for escalation to someone who could actually review the system settings. That never happened. Support refused to escalate and simply kept closing the tickets.

Eventually, without anyone ever contacting us, the system was quietly changed to self-powered mode and the issue magically resolved. This confirms the problem was a configuration issue the entire time.

Because of this misconfiguration we paid roughly $400 in additional electricity costs over several months while the system was not operating correctly.

Even after emailing the executive team asking for help, no one ever responded or took ownership of the situation.

I’m glad the system is finally working, but the support process was extremely disappointing. There appears to be no way to escalate issues beyond Tier 1 support, and no accountability when something goes wrong.

I hope Sunrun improves their customer support structure so customers don’t have to spend months chasing a fix for what turned out to be a simple backend setting.

Had Sunrun installed my panels couple of months ago, everything was streamlined and went smoothly.

I had the pleasure of working with Yansha. One of the most knowledgeable and professional representative I have met. She was able to explain clearly how the solar panels worked, analyzed the power usage for the best deal, and provided excellent support after the panels were installed.

Overall a great experience. Definitely would recommend Yansha for any solar panel needs.

I would never recommend SunRun to anyone. This whole rewards program is scam. They sent me a rewards card but the validation was already expired and when I asked the customer support they said they can’t resent me new card and they said it new policies. Also the Tesla battery got water inside right after installation because of the rain so their batteries with Tesla design are not good. Also the person who promised getting rewards during the initial sale he said we will get up to 5k in cash but ended up getting nothing so be careful of what they promise. I really feel they just scammed us