Sunrun Inc.

Cannot rely on Sunrun claimed expertise

I have been a Sunrun customer for 4 years, i relied on their technical expertise and sales pitch. They designed a system that is 4600kwh per year less then my home requires in spite of having my PG&E billing history. I have on average $1000 true up charges per year. When contacting Sunrun to see what can be done to fix this i am told i need to add 11 more panels, at approximately $9000 pre pay costs. They will NOT replace my 22-250W panels with the more efficient 350W, the only solution is additional panels. When i asked why my original design was not sufficient they claim the PG&E KW price tier i would be billed was not expensive. This from a company with a sales pitch saying PG&E's prices would continue to rise, yet neglected to design a sufficient system to meet my needs. I was told by Sunrun that I am not alone, other customers are in a similar situation and Sunrun's policy will not allow any modification to an existing system. I certainly expect to pay for additional capacity, my issue is why these experts failed on the original design. I relied on Sunrun, I didn't do my due diligence. Don't make my mistake.

SUNRUN PPA

Sunrun installed a PPA on my mother's shake roof. The roof was in need of repair and replacement at the time of install. The sales rep told my mother not to worry that when she had the financing for replacing the roof they would do so for $500. There is nothing in the contract that they had her sign that shows this and we have been trying to get this issue resolved for over 4 months. We sent a demand letter indicating we needed to remove the panels and install a new roof as the current roof is health hazard and leaking. My mother is elderly and should not have been taken advantage in this manner. She told the rep she needed a new roof prior to install but they preyed upon her age and installed anyway and now they will not respond to her demand letter to remove the panels to install the needed new roof. STAY AWAY FROM ANY PPA from SUNRUN. They are a predatory company that will not respond to your requests after install.

SUNRUN does not update their systems

I purchased my solar system in 2016. Since then, SUNRUN has begun to install batteries that can act as generators in the event of power outages. Older systems are not compatible. Therefore, I have had a system placed on my house that is already outdated and will have on my house for the next 15 years. I will have 2016 technology on my house in 2036.

Don't fall for this scam.

Ten years ago, we paid $13,500 for a system. That works out to $1350/year. Divide that by 12 months is $112/month. The solar panel portion pays $5-10/month at best from our electric bill. So we pay $112/month to save $10/month. RIDICULOUS! We had an audit and went through all our bills for a year. This is the worst idea ever. Stay away from this horrible scam.

Great

Easy communication

Not responsible at all

They installed over a months ago have scheduled inspection and never show up and my sale rep no way to be fund

5 star service experience

Great experience with sales person up to the installation team and follow up.

Expect more savings as Utility rates increase.

Expect rates will have to increase since PG&E filed for bankruptcy.

Solar Panel Install

Working with Corporate folks and local area employees on install of new solar system. Corporate very diligent in getting things organized and scheduled. Local area crews installing new service panel and related items along with the solar panels have been great. looking forward to getting them switched on once new meter is installed.

So far we are not impressed

We were approached by Titan Az. regional mgr according to his business card system has under performed since Nov 2018 we have been lied too jerked around getting no where complaint is now in with better business phoenix. Titan has been out to our home now complain they can not help us. The lying is so unprofessional now they dumped it on SunRun which has been aware of this problem from the start. Not holding up to our agreement shorted us 2 panels system is underperforming

Scammers, customer service doesn’t care

These guys installed a 20 year contract on a roof that need replacement in 3 years. They also installed 50 panels when they continue to charge for 52, stealing 4% on their already overpriced stuff. Don’t trust the lies about “24/7” monitoring, their plan is to tell you any lie, have you sign their 20 contract then stop caring about their service completely because you’re stuck now. Go with another company

If I could do less than 1 star.

They lied to me from the beginning about it all. Said it was purchase not lease. My tru up charges are over 1000 dollars a year. Tried to tell them we had a room we were not using yet and they removed two panels from the original plan. They lied and said they could add more panels and now they tell me I have to buy a whole additional system. Don’t do it!

I wish I could give it 0 stars

I'm writing this review while I'm sitting at home instead of work with a migrain from my experience with Sunrun's customer service. I've been trying to deal with an issue for more than two weeks. They promise to call back and never do. It's been an absolute nightmare. I've never had such a bad experience with any customer service. I can't describe how rude, unprofessional, unhelpful, unresponsive, and frustrating this experience has been. Hopefully you will not have to call customer service, because you won't get anywhere.

Thanks

Valerie was great at explaining everything & keeping us updated. The panels were put on it 1 day which was great. They even worked on a Saturday since we teach at home during the week. The pigeon guards were added in less than 1 hours during the week but no noise. I can't wait for us to start saving!

Bad costumer service and don’t resolved the problem

My roof didn’t leak before the solar panel , Horizon knew it was their fault and tried to fix it , now Horizon doesn’t exist and SUNRUN assumed there warranty, now SUNRUN clean their hand and said it’s not their fault.

STAY AWAY FROM THIS COMPANY

I brought solar panels and the was a very dissatisfied liars you don't save energy they don't explain about you bill are more higher . In summer I pay $400 plus 115 for the panels . In winter I pay 60 dls and we don't stay in home until night . In short words the panels don't cover the empty house . Don't buy panels liars.

Abysmal Customer Service & Cavalier Approach to billing.

We chose the item because we felt that it was a good program; unfortunately for two months the system was faulty and due to a mixture of rash estimates, faulty math, and general incompetence for 9 months are bills were wildly erratic and bore little relation to production numbers. The company seems to have outsourced each of their customer service/billing/production depts. and they fail to communicate with each other and no one seems to have any authority or ability to answer questions. Their help desk does not reply to emails. Our bills and production numbers have now settled down and we would be happy enough, but we are still in dispute over billing errors as the production records and billing do not match. I regret entering into a contract with such a systemically poorly-organized company.

Good job, guys.

The installers came when they said they would. Everyone was very polite, neat, and cleaned up after themselves. I was very pleased with the installation of the solar panels.

Easy and pleasant process

I highly recommend using Vivint Solar as your go to solar company! John Pesente worked with us from start to finish and beyond. He gave us all the info we needed to feel comfortable with the whole process and has answered any and all questions! He even helped us with the upgrades we needed to qualify! We have had a very pleasant experience and we are very happy with our panels!

Great sales rep and service

Help me get the most out of the installation and helped the install process go smoothly thanks to fedra ferro and her Boston team for making it happen

WORST EVER!

To anyone considering solar, PLEASE go with any other company than Vivint. There are so many to choose from. It's true what all the other negative reviews say. They will give you what you want until you sign that contract and the panels are up/working. Their customer service is beyond horrible. We've had years of issues, but this year was the worst. We knew there was something wrong with our panels and had to fight for weeks to get someone out to check them. Once the tech came out he confirmed we had several pieces not working correctly. He said he'd get the parts and return. He NEVER returned. We had to fight again for MONTHS to get someone out. Every customer service rep said they had NO record of anyone coming to our house and that our system was perfect. I mean, what a joke! After 3 months we finally got in contact with a supervisor named Miles and he all of the sudden found the record of a tech coming out and that we did have an issue. Meanwhile, our true-up is through the roof. He said he'd open a case to see if we could be reimbursed for funds lost since their company never returned to fix our parts. But of course, case was closed and they didn't find any money they owed us. I mean, not shocking since they are the WORST solar company. To this day we are still waiting for the tech to come "fix" our system. I will NEVER refer them to anyone and I will tell anyone who asks about solar to NEVER go with Vivint and all of the horrible and shady things they do. What a pitiful company!

Great service

I chose them because I've heard good things from other people.

Not Much To Review Yet

I feel it’s too soon to honestly write a review. The panels were installed yesterday, however they haven’t been connected yet. The install went ok. The guys were were nice enough, they did have their music on a little bit loud while they were installing, but overall I would say it went fine. That’s really all I can say at this point, the ball is just starting to roll!

SCAM!!Stay Away From SUNRUN!!

We inherited the lease when we bought our house. They just lie that you will save money. We ended up paying more and are stuck with them for 20 years! They are charging us 37 cents per kWhs which is much higher than PG&E, and they increase it by 2.9% annually. The billing is so confusing because we are dealing with 3 different companies (Sunrun, Silicon Valley energy company that buys the electricity from Sunrun (just found out at 7cents per kWhs when Sunrun charges us 37 cents!!) and PG&E for delivering the energy). None of this was explained to us- all you hear is that you get credit on your PG&E bill- which is another lie. Be aware that your monthly PGE bill is low because it is NOT for your electricity use (that's just for $10 monthly meter reading and gas only), at the end of the year you get a surprise large bill from PG&E called "Tru Up" for your yearly usage. Once we found out all these, it was too late. it's impossible to get out of a 20 year contract because of the egregious penalties. DO NOT LET THEM FOOL YOU!!!!

Shameful

Do not give your hard earned money to this company. When you need the, they are less than helpful and they leave it up to their poor off shore out of country reps who know nothing. I don’t even think the customer service reps know who and what Vivint does. They just stick to script. Be warned that you will be both frustrated and disappointed how they are the nicest people until they have your banking info and then they drop you. They only care about new business. Greedy, seedy and less than a reputable company. They don’t deserve any of us, however, we art stuck. Do I hear a Class Action suit?! We should ban together and fight back. Liars and cheats do not deserve to do business in this country. Shameful.