Sunrun Inc.

Sun Run has the worst customer service

We were forced to take over a PPA upon purchasing our new home a few months ago. The seller was 5 years into a 20 year contract. Fine, we did it. After our inspection it was deemed necessary that the entire roof be replaced (asphalt shingles) it was estimated that the roof was 27 years old!!!!! My first question is why would sun run install a system on a 22 year old shingle roof knowing it was past its lifetime??? Fast forward our home insurance company is forcing us to replace our entire roof in order to keep our coverage, I scheduled the roof removal/replacement and have reached out to Sun Run no less than a dozen times over the last 3 weeks with no response. I was told once we signed a contract the field service dept would reach out within 24-48 hours to get us scheduled still nothing. I escalated the case 3 separate times with and not a single manager has reached out. Mr Snow with sun Run is ignoring my calls. I left him 3 messages last week. AJ the field service coord ignores my calls. It is awful dealing with a company that has no desire to keep their customers happy or help them in anyway. As a real estate agent I get many requests from my clients on who they should contact for Solar. I will be sure to tell them NOT to USE SUN RUN.

Paid in cash outright; won't/can't turn on, they've ghosted me

Panels were installed in November; we're well into April now with no service. I bought the panels outright and they are unable to turn them on. Not only that, but they are refusing to get back to me. My only option now is for my States' AG office and if that doesn't help I will have to consult with an attorney which may not help because you are forced to sign a document when signing up for service that says you forgo your rights and must go through arbitration. I am not a lawyer, but there may still have a case for outright theft to the sum of five figures; this is not a simple dispute over service level agreements but one that I now consider a criminal case of theft.

Will not put my panels back on after a new roof was installed

I've had my panels for about 5 years now and everything seemed to be going great. However, I needed to have a new roof installed and after paying them 3600 it took them 3 months to finally remove the panels. Now, after the roof was installed, it's been 4 months, going on 5 months, and they will NOT install them back! However, they continue to charge me through auto draft each month. Plus, I also have to pay an electric bill on top of this. If I could break my contract I would in a heartbeat! I will be calling the BBB on Monday and stopping their auto draft as well.

Do Not Use Sunrun!!

We made the mistake of using Sunrun for solar panels. It has been an absolute nightmare. They lied to us regarding the system being up and running when it had not even passed inspection. Fast forward to the first rain of the season and our roof leaking. We have had to call so many times. No one responses. They sent a company to fix the roof, but it did not get fixed and now they are playing games. All I want is my roof fixed, it has been three months and we are still trying to get it fixed.

Worst Ever

What a fraud company. Once your install is done they could care less. The foreman and installers did a great job. Since the install I've had three separate instances where their customer service completely failed. The first time was when my system went out, I wasn't notified. I found out on my own. My contact says they will monitor the system, yet days went by before I noticed the outage. They blamed it on snow. My system went down because of snow? (no snow on the roof at this point) The second incident to get assistance wasn't a system failure, rather I simply wanted to get permissions to get reports from my (owned) SolarEdge inverter instead of their site after they had bad reporting from my inverter that they refused to fix. This experience became unbearable. They closed ticket after ticket after ticket without a single response. I pressed the issue and got the complete runaround until I finally got what I asked for. I also complained to the BBB at that time and told the person that I worked with "I am dreading the day I have a hardware problem. Will you even respond to fix that?" I'm now on my third incident. Rewind to incident #1. This incident is almost identical. My contract wasn't honored once again. They weren't monitoring my system and again found out on my own that I wasn't generating power. I've been out for about a month and I'm just getting service next week, though I'm not holding my breath. Please take these negative reviews seriously. They are by far the worst company I have ever had to deal with in both scenarios of a simple request and more complicated ones such as outages. A lot of money goes into these systems, and this company treats you as if you're worthless, at least as a non commercial consumer. I can't answer for those that they seem to cater to these days. They seem to care less about the average consumer.

Substandard in every way

Began the process in November 2020. Now nearly the end of March 2021 and no real movement on project - should have been completed in two months per the Sunrun salesman. When calling I've been placed on hold for 20 minutes and been hung up several times. I would definitely recommend NOT going with SunRun.

Started out great and saved $$. Transferring was terrible

Buying was good and did save money. Sold house and transferring their system was a mess. Making several calls and emails to send paperwork they requested. They were extremely slow with their paperwork back to us and finally got it to the title company after the closing, which added at least a week of me paying for new owners solar.

Sunrun will not replace faulty inverters under Warranty-3rd time

3rd issue with Sunrun and their poor customer service. Why have a contract if they won't replace faulty inverters under Contract. States system producing better than neighbors even with faulty units. How or why is that a comparison? Enphase stands by their product directly but Sunrun doesn't unless you do their work for them. They expect you do the Warranty leg work then offer to charge $90/hr to do the repair. Do not do business with them pass install under a PPL.

They are quick and on time, great job

They did a great job

The whole process has been easy

From the start the whole team has been really great about communicating and explaining the services.

Great people professional

After researching 3 companies and other reviews, it was obvious Sun Run was a company who valued quality over quantity. Rob Garcia was fantastic

Horrible Customer Service

I have been Vivint customer for over 3 years. However, this is my first horrible experience with them. Their sales and installation people and tech service personnel are excellent; I would definitely rate a 10. The Customer Service Reps are the worst I have ever seen, definitely rate a 0. Since December 2020 I have been trying to receive the referral fee they so often tout on their website and ads indicating should receive in 4-6 weeks. It has now been over 3 months. I cannot get a straight answer from anyone on the phone and am told that it is in the works. I have sent letters and emails to the Help line but have never even received a return phone call, email or letter from them. Vivint has much to learn about customer service. Since this experience, I would definitely not recommend Vivint to anyone just because they do not respond to customer service questions/comments. Because of customer service, I have to give them a low rating of 2 stars. However, if I had to rate sales, tech support and installation I would give them 5 stars.

Worst solar company around.

I have had a open dispute for years. A system sitting on my roof not even working. And no one helps. Real product. Worst company.

Nothing but a scam stay away absolutely no customer service

I was told my electric bill would drop by 80% and be barely over $100 a month well that was not the case so with paying them there fee then paying my over $400 electric bill that I still have I'm only saving about 10% if that customer service is absolutley no help even after speaking to 2 supervisors no one had a clue on how to help or try to fix this major issue but no one will call u back and they just keep passing the buck now after a year of there shitty service I'm still trying to get more panels added to cover my still high electric bills so now looking for another company and getting my lawyer involved with this company for its lies

Vivint Solar Power Purchase Agreement

I've been a Vivint Solar PPA customer for over 2 years now. The system went down and stopped working November 3 2020 and I called repeatedly to get it fixed. I finally filed a complaint with Consumer Affairs and low and behold it got fixed after 3 months of no power service. Unfortunately the story doesn't end there. They still charged me an estimated charge each month based on their systems average performance. They said they would refund the charges after 2 billing cycle. Guess what, they did not do any such thing. They charged me for power they never produced. Fair warning for anyone who reads this, DON'T DO BUSINESS WITH VIVINTSOLAR!! They are liars and don't give a crap about their customers until threatened by consumer advocates. Oh, and by the way, I was tricked into signing a twenty year contract which I probably wont live to see end. This should be some form of elder abuse. That's right, they prey on the elderly!

Went with another company

I went with another company after getting conflicting information from the salesman and not liking the high pressure sales tactics. The $500 deposit which I was told by the salesman was not necessary to get an actual design and cost estimate for the system I wanted all of sudden became a big deal. Comparing costs and warranties this company was behind others as well.

Professional Service

I am not a high electricity user but was interested in the potential future savings after hearing some of my friends talk about how happy they were with their Sunrun/Vivint systems. My sales rep, Andy Farmer is based in Bonita (San Diego) but was still able to make the installation process seamless for me up in Orange County. He was very communicative throughout the process and I was able to go from initial consultation to install in just over 3 weeks. The install crew was also great- we just had the first heavy rain since install and no leaks or issues. Overall I am very happy with Sunrun.

absolute worst...nothing but lies

bought a home with existing lease agreement, 84 panels for a 2000 sq foot home. Why? the previous owner paid down the lease agreement, but I still pay over $350 a month. I wanted to add battery storage, and was told I needed to purchase more panels, but I have 84 already. Was told that they would clean the panels annually, but now they tell that sunburn doesn't clean panels, but they can do it for an additional charge. Worst service I've ever experienced

Thorough and Professional Solar Installation

Vivint Solar was efficient at handling my account and walked me through the process from initial signing contract to updates on county and electric company to solar technology installation. If I would have known solar panel energy is this easy to do, I would have signed up 17 years ago with Vivint Solar/Sunrun. They made this experience hassle-free and with quick turn around helping my house save in energy bills while contributing to the environment of clean energy. A big mahalo to the professional staff at Vivint Solar Maui for making this possible for my household.

Ongoing nightmare

I live in a high demand home market where first time buyers get bullied out by cash offering investors. We found a place that had a sunrun system we inherited. It has always been pricey we use half the power the old owners due sunrun said before we purchased we would be assessed at a year for usage and may reduce the system to save us money if we always overproduce. A year later that was a lie no such assessment and we absolutely use less energy as we have an excess of 450-750 kWh a month. Last year sdge (utility) called me and asked why our power spiked out of control and asked us to check our pv to see if it was working. One of the inverters had died and the system is at half production. I called sunrun which is BS since they allegedly monitor the systems and they tested it over the phone and saw the system had failed. The person told me I’d receive a credit for under production and someone would be out in a month to fix it. A month later the tech was no show, I call and they reschedule a month later. That same call they tell me no such credit applies because i have a over production average. They average the monthly production over the term served in the agreement which we were in year 4-5. So the average was high from overproduction averaged over time since before we even owned the house. Next month comes tech was no show, called again rescheduled for the next month rep told me there was no appt for that month but doubled back when I gave them the date and they investigated. A month later they called same day of appt after a no show to reschedule a month later. A month later the tech bills sunrun for an hour of work after he called me saying he couldn’t do the repair because they never gave him the inverter. So here we are in the 6th month of half production with no current appointment for repair, paying 404$ a month to sunrun, a payment plan for our utility for 143$ because of the energy we used since our panels failed, plus another charge for the electricity we are still using. So we pay about $7-800 for electricity a month for a 2 bedroom home with mostly HE, or gas appliances. The year and a half before the inverter failed we never paid the utility for power and actually had a overproduction. This should be illegal if you get solar go with someone else, if you want a house with a sunrun system tell the owners good luck and go with a different home. If it’s not soon I will be paying a lawyer to review my agreement and the treatment we received. It would probably cost us less then what we currently pay for power.

PGo&E has risen electric rates 8% as of March 1st.

My solar is a perfect fit for me as I am a senior citizen with no way of paying the cost of putting solar by my self and getting the full benefits before I have passed. Hopefully my true up bill will be very small or $0 as it has been for the last year and a quarter. Thank you

Underperforming system and poor customer service

- Sunrun installed a unit mid December, we didn't get a permission to operate until the first week of February. - Our contract was for solar system that produced 8.51 kw and what was installed has produced at its it's best 4.1 kw. - We have two Telsa batteries, they have not been charging at all and are currently at 31%. -The unit has been in standby mode going on 2weeks - I called custom service and was told that someone would call but they did not. I called back again and they said that it would be 30 days before a technician can come out. This is a brand newly installed solar system that does not work properly. Sunrun is not providing any assistance, care or urgency to correct the issue of installing defective panels and powerwall batteries that don't perform or operate.

Literally the WORST - Complete Scam

Bought my house July 2020 which was already 2 years into the lease. We paid the interest up front to avoid the annual increase in costs. An up front payment of $7400. Took months to get the first bill and they still charged us the extra interest and now they can’t “find” our payment. The panels also don’t work as promised. Our electric bills are HIGHER. Jesus Santacruz in the service transfer department told us they don’t have a customer service phone line at all. They gave us their legal department phone number and we do t know why

Recent experience

I have been a customer of sunrun since 2016. I received an email from them back in december that an appointment that was scheduled for January 1st needed to be moved due to it being a holiday. I had not scheduled an appointment nor did I know i had one even scheduled. The customer service reps knew little to nothing when asking why i needed service. Come to find out my system had been under performing since October 11th. They couldnt get anyone out to my residence to see what the issue was until late January. They came a day early when no one was home so they were unable to find out the issue. The techs who came out also tried entering the backyard via a locked gate. Another appointment was then scheduled for them to come out to fix the issues they had found. The next appointment wasn't until Feb 22nd, all the technicians did was go up on the roof to see if any issue were caused from up there. They then found a squirrels nest that needed to get removed. Sunrun claims they are unable to remove the squirrels nest due to it being a biohazard and referred an outside company. This outside company is booked 3 weeks out and they refused to set up another appointment to make the repairs until the nest is removed even with a date scheduled. I have been losing the ability to store solar power due to this issue and have been paying sunrun and my local electric company. Sunrun has done nothing but drag their feet and breach the contract.

The worst company to deal with

In Dec 2020 we sold our home and the solar was leased. It took numerous phone calls by myself and our realtor to finally get the transferred completed with having to resend multiple documents previously sent. Then Sun Run posted my November payment to the new owners account this took multiple phone calls to get the payment posted to my account. Today we are dealing with December bill that was paid on 2021 and ACH Transaction from my bank on 2 Feb 2021. We have called twice to get this resolved because they posted the payment to the new owners account. We called on 10 Feb 2021 and the payment still has not been posted to my account. We called again today 19 Feb 2021 and were told they sent it billing for resolution. In my view they are committing fraud by accepting payment and ACH deduction from my bank account and so far they have refused to credit my account. Stay away from Sun Run they have incompetent systems and they must constantly be called to resolve issues.