Sunrun Inc.

Fraudulent solar business

My electricity usage has always been low yet I had a Sunrun rep convince me that I could still save money with their service. A written contact for a stated base monthly premium and 1% yearly increases was signed, but i never received a copy and instead some weeks later found an e-mail from Sunrun that required me to accept a contract that had been altered with a higher base monthly price, a 2% yearly increase and used electronic signatures which i never consented to. If i didn't accept the contract I was expected to print and mail a denial of it that had to be received by them within 10 days. It was impossible to do because of the fact that I didn't have a printer and it was also past their deadline date. I called them up and stated my objection and the circular merry-go-round of unfulfilled promises began by Sunrun. I went through the process of getting an assessment by Sunrun which was totally false in their conclusions in terms of my electricity usage and how much solar was saving me. For over three years the battle with Sunrun continued via phone calls and e-mails with absolutely no resolution achieved and their base monthly price continued to rise causing my electricity bills to be much higher than they have ever been. I finally decided that since the contract was not valid to simply stop paying them. Needless to say the threats began from this company and most recently I notice that in order to gain access to the Sunrun site an agreement must be signed that clearly states that any complaint against the company must be settled in a California court if matters ever get to that point. There were other elements of the agreement that did their best to shield themselves at the expense of the consumer. Of course, I did not accept the terms. Additionally, the system meter has been "dead" for almost 3 months meaning it isn't producing electricity. Despite this, Sunrun expects me to pay for a system that isn't producing based upon a fraudulent contract. A complaint was filed with the Better Business Bureau and additional complaints will be filed via federal ones against Sunrun since this issue involves interstate commerce. I have read complaints on this review site along with the ones on the BBB and I can definitely identify with many of them. Lying to and stealing from elderly or anyone does not seem to bother the corporate management of Sunrun. I encourage anyone has serious issues with Sunrun to simply stop paying them regardless of threats by Sunrun and when there are enough unhappy customers this company will not remain financially solvent. This company hawks itself as the largest solar provider in this country yet it has one of the lowest ratings due to poor service, outright lies and equipment failures. If someone wants to get a solar system, then I also encourage them to get a local provider with a good track record and not a company headquartered a distance away that is unscrupulous like Sunrun.

Don't Do It

If I could give zero stars I would for our experience. We were given a system that has severely under produced since it went live. We cut down very old oak trees at our own expense which made no difference. Our first True Up bill was $2900 and the second year $3700! Production guarantee you say? A JOKE. This year they gave us $378 back. I am paying more for electric now then before solar. Sunrun and their installer V3 electric have done nothing to mitigate this issue. Our only choice is to pull the system off our home. Seriously, dont do it unless you can buy your panels outright to see immediate return. Oh and by the way they increase your monthly payment by 2.9% a year. Very demoralizing when you are already paying for electric you never receive from them. Next stop is the Better Business Bureau.

Took money from our account after we sold our house and I have b

Looked good

Their cust8wr service sucks, Their solar system is the worst

I was looking for a solar system to help ease our BGE bill, we thought sunrun wil be good but that was our greatest mistake . When we signed the contract they told us their solar will geenrate 7500kwh, after installing we noticed it isnt generating as much as we were told, so i called and to my surprise they said what was installed was 5000kwh,which is without our consent, so we asked that we want out of sunrun since they couldnt meet the contract and to our greatest they said we cant cos is a contract i thought is no longer bidding because they didnt fulfil theirs and to my surprise the customer care person i spoke with(very rude) said we signed another contract , i asked when they said online so i checked and saw we didnt ve a copy and i asked why we will sign a contract without knowing and not having a copy of the signed contract, she said is their mistake and that there is nothing she can do about that, i told her when the 1st contract was signed online a copy was automaticay sent immediately after signing and wondered why this is diiferent, she said she cant help me on that. She was so rude and unprofessional and even threatened they take my case to their lawayer when i said i stop paying. The truth is we didnt sign any 2nd contract.they acted on their own. I have never heard of a contract signed with the other not party knowing or having a copy. Secondly their panel dont generate what they claimed, now we pay more than what we were paying before sunrun cos we are practically paying sunrun for a service we dont get. No one should even consider them, they are so nice before they get you signed in and afterwards they suck.

Stay away from Vivint Solar

Worst customer service they don’t solve your problems you keep getting transfer from department to department. My house caught on fire

So far, so good. We're hooked up and generating.

In particular, two guys get high marks. One is Jake, the one who, after a dozen sales guys, had the most convincing case for Sun Run. Jake has since moved to New Mexico. (We know what he's doing there, because we've watched the TV series, "Breaking Bad"). Jake was very personal and helpful. The other guy was on the other end of the process. Reed Deusterman, who hooked us up and gave us all sorts of tips to save on electricity. These are special people. Both are articulate and genuine. Earnestly, Doc Clark, Gilbert, Az

HORRIBLE COMPANY

This company preyed upon my elderly father, convinced him, at 75 years of age, that solar energy is great, but that he should purchase a 20 year contract. That was in 2016. Fast forward to 2020, my parents have moved to assisted living and this company made a representation to us that as long as my father made the prepayment amount that the panels would be removed from their home. That was on January 23, 2020. When we called to proceed with this after entering into contract to sell the home with the condition that the solar panels would be removed, we were told that was not the case, that their representative spoke in error. It is now more a month later and we get nothing but a runaround from this company. To be clear, we would not be in this position if 1) They had not preyed upon my father and convinced him to buy solar 2) They had not misrepresented their information. Buyer beware, stay away, far, far way!

I'm selling my home cause of vivnt solar !

This is the worst company EVER! I'm selling my home because when i bought the house it had vivint solar. They lied about the costs when I transferred the system into my name. Leasing panels and purchased panels have different set ups and costs. Most of their reps dont know the difference so beware when talking to them about the accuracy of the info you get! every time i call these people i want to pull my hair out! everything about this company is difficult !!!

HOLY H HORRIBLE

Installed panels Dec. 18. After 10 most of fiddling around with the permission to operate application with National Grid, someone at Vivint finally got it right and we we're turned on. Now that they're operating, no on has showed up at our house (as promised) to show us how the system works and to read the inverters. Had a Solar consultant come and look at out system who said that they sold me a much larger system than what I actually need, thus not earning as much credit from the Grid for the KW that I make. MULTIPLE calls to the worthless CS center to get an employee to come out and not only show us the ins and outs of the system, but to honestly tell me that they sold us a nominal system has left us nowhere. PLEASE BEWARE that this company does not care for the customer.

Very, very poor. Worst among all companies in all businesses.

1) They signed up my mother with dementia with a terrible contract. 2) They do not respond to emails when there is a problem. 3) When you call, minimum time on the phone is an hour. 4) When you call, they never know what is going on, or what your last phone calls were about. Very, very disorganized. 5) WHEN WE SOLD THE HOUSE, THEY DELAYED THE CLOSE OF ESCROW! We gave them everything requested, and their process delayed the sale of the house! 6) RUN! Get anyone else.

Great. I'm saving money.

I've had Sunrun for two years and I'm still saving money. I'm actually saving more than I did when I started. APS is a joke. Thanks Sunrun for helping.

There trying to charge us $7500!!

They put up solar on my moms roof. And where they installed the solar they clearly didnt do it right because the roof is rooting where the solar is installed. They want to charge us $7500 just to take down the solar!!! Worse company ever. Your making my mom sick! I would like the owner to contact me immediately. If not then i cam see they dont care about there customers. What a scam of a company.

what a joke sunrun is...

WOW! after a year electrical analysis ,,,I SAVED A whopping 99 DOLLARS!!! WHAT A PICKING JOKE...I HAD TREES CUT DOWN TO GET APPROVED..HAD TO FIGHT TOOTH AND NAIL TO GET REIMBURSED...SAID I COULD ADD MORE SOLAR PANELS..YEA...WITH A WHOLE DIFFERENT SYSTEM AND A WHOLE DIFFERENT ACCOUNT...TOTALLY DISGUSTED WITH ALL THE PANELS ON THE ROOF....GUESS WHO IS MAKING ALL THE MONEY? SUNRUN....I WAS TOLD I GET REMIBURSED FOR ALL THE EXTRA ELECTRIC I WOULD GENERATE.....LIE!!!!IF I WOULD HAVE KNOWN I'D ONLY WOULD SAVE 100 DOLLARS A WHOLE YEAR... I WOULD HAVE NEVER EVER CONSIDERED SUNRUN...TO ME SUNRUN SUCKS AS A COMPANY...VERY UNHAPPY CUSTOMER AND I WILL CERTAINLY TELL PEOPLE THAT!!

Misled, NO SAVINGS, NO CUSTOMER CARE

I want to start by saying, leaving a negative review on any product is not my norm...so for me to do so means I've given Sunrun the opportunity to resolve the situation but they have chosen not to so this is my only recourse. IF YOU ARE CONSIDERING A CONTRACT WITH SUNRUN - DON'T! Here are the facts: > The sales team will market this system at no upfront cost they will install system and make their revenue on the lowered monthly utility costs over the next 20 years, to which you are locked in. (TRUE) > They will also ask for a copy of your current electrical bill in order to show you what kind of savings you will enjoy on your monthly bill (TRUE) > They will explain to you that you will still be connected to the local utility and will need to pay a connection fee between $25-35 per month, this is needed should you use all the stored power in your batteries it will switch back to your public utility so there will be no loss of power (TRUE - except fee in my case is slightly higher) > They will advise that due to permitting procedures with the local utility the system may take between 4-6 months, it took longer. However the SUNRUN representative always checked back with you to assure me that things were moving along, thought wow what great customer service. > During the first 3 months of activation i saw savings, yeah i made a great decision. Here's where it falls apart: > After the first 3 months of activation my utility bill went back to what I was paying before SUNRUN, and I was still paying SUNRUN their bill of $99. On some months I was now paying 2-3x more in combined total than i did without SUNRUN. > The SUNRUN customer service is no longer the same as the personnel prior to activation, there is no customer care or want for customer satisfaction. It's all now "the computer says this" or "the contract says that" > When asked if they could send someone over to check on system or answer questions they advised it will be a cost of $95 (which was offered prior to activation for free). The same question was asked of the local utility and they came out at no charge at all. > When asked what about the savings that i was promised, the customer service manager advised , "we do not offer savings but an alternative source of power...and that I must be mistaken". My reply, "why would i sign up with you if there was no savings or atleast keeping my electrical expense the same". NO REPLY. > I then looked up national reviews on SUNRUN and found i am not alone numerous consumers have had the same experience as i...something i wish i had done before. > There is NO BENEFIT with SUNRUN, NO tax credit benefit, NO power rebate from local utility....nothing, so why would i have signed up if there wasn't the expectation of cost savings. > Now I'm locked into a 20 year contract, and the only way to get out is to sell the house... > It's been a few weeks since my last exchange with SUNRUN and they have decided to not offer any solutions, or even a courteous re

Installed since May 2016

I was installed with the Denver office, they were very professional and upfront. Eric Lovely my sales representative was communicative throughout the entire process. I am so grateful I went solar it has reduced my electric bill significantly. My usage has increased beyond what the solar produces some months but its still a relief I'm not buying as much energy from Xcel.

I LOVE SUNRUN THEY'RE THE BEST

After looking through multiple proposals, I decided to go with SUnrun, THe process was so smooth and great that I have referred my family and 2 co-workers, Guy was the greatest rep! Set the perfect expectations

Run. Find someone else. Its not worth it.

We went through Costco because they usually hire legit companies. Now I question Costco. We spoke with the salesperson and were going to pay in cash. He really sold us on financing with a chance to pay it down in 18 months. We specifically asked if the loan was tied to our property. He said no. We said we didn't want it tied to the property because we wanted to refinance soon. Again nope. After installation, we failed to disclose a lien that we were not aware of. We disclosed the liability (cost of the solar) but because verbatim I didn't say the work in on a recorded line we were no longer eligible for a refi and lost countless hours, $500 and credit score deductions. When we contacted Sunrun about the lying salesperson they said look at your contract and they thumbed their nose at us. On a final note their app that supposed to track your usage sucks. The company that makes the inverter has a better one but they won't give you access to it. I am going to appeal to costco and the BBB regarding there actions.

Awesome Company / Awesome Concept / Awesome Result

Had my Sunrun system in the Denver area for two years now... no issues and super happy with the process. We get clean, renewable energy for our house at a lower cost than the utility (50% coal electricity) - it's that simple. Now that we moved, our renter loves the fixed electric bills and we are getting Sunrun on our second house :) I wish people would leave more positive reviews as I know many people who like their Sunrun solar system. Also wish people would edit their reviews once the issue is resolved. Solar is an easy choice we all need to make for the future of our planet! Do it with Sunrun.

Design team remoteness makes them haphazard

This is my fourth report, warning consumers of a possible problem with getting a solar array from Sunrun. I'll condense it. Our house has a two-story addition on its western end. This casts a shadow, after noon, on a big part of the lower, eastern, roof. Nonetheless, the Sunrun team's design is right smack in this shadow. We knew this, and pointed it out on at least three occasions. Sunrun staff that was onsite could see the potential problem. They could have emphasized it to the design team. The design team, we are told, is in Colorado. Based on the image they provided us, they used a satellite image, taken from directly above, in designing our array (actually, it's Sunrun's array on our house). An old computer adage is "GIGO"--garbage in, garbage out. The app you use is only as good as the data you give it. Long story short, in the first two years of operation (at which point, Sunrun will finally be obligated to fix the problem), we will have paid our power company, in sunny San Diego, over a thousand dollars for the under-performance of the solar array. This is in addition to monthly power charges and payments to Sunrun. Their contract obliges them to reimburse us for the mismatch. By my calculation, the payment schedule will only cover about half of what we will have paid. Please be more pro-active than we were. Several someone's dropped the ball.

The worst possible customer service after the sale.

I've had Vivint for a few years now. When I tried to have my panels removed to have my roof replaced, I was charged $2300. This was after being on the phone for 33 minutes. After they got my money, they hung up on me before scheduling the service. I called back and was transferred around a few more times and after 30 more minutes on and off of hold I was finally was told by a supervisor that there were no service crews in my part of the country. Therefore, they would not be able to help me for at least a month. I need to replace my roof, and I am not allowed to remove the panels to do so, and so my roof can not be replaced until they hire a crew for my part of the country. The common answer is that "I apologize for the wait". I intend to report this company to the Better Business Bureau for the worst customer service in any industry I have ever had to deal with. I will actively discourage people from dealing with this company and it's incompetent staff.

Absolutely fantastic experience!

From beginning to end, this was a really positive experience for us. Our salesman, Nate Sullivan, was with us every step of the way as needed, stepped up for us when the electric company gave us complications, and stopped by after installation to thank us and do a final walkthrough. Doesn’t get much better than that!

Experienced and Professional Service!

Slightly more than 3 months into our transition to Solar and it is nearly completed. So far, everything has gone to plan. Tyler Hundley was very professional and his assistant Chrissy DeWitte were always there to answer our questions along the way. Financing has been solid. Existing roof and electrical inspection went great. Our 43 panel installation was completed in less than 7 hours once County permits were approved. Installers were efficient and left everything the way they found it. Original install date was rained out and we were glad they were willing to reschedule for the next Sunday open. County electrical and structural inspectors both came the same day within a half-hour window and found no issues. Utility Company (NOVEC) came in less than a week to switch over our Meter and did so without having to power down the whole house. All we are waiting on now is for VIVINT to notify us that we are cleared to operate. Thanks again to Tyler, Chrissy and the rest of the VIVINT SOLAR team.

Excellent service!

I am so grateful that I had Gabriel Oliveira from the Boston central office to represent me. He was very knowledgeable on the product and services and took care of everything! I didn’t have to do anything and I completely relied on him to make sure everything got done as expected. He was very supportive and explained everything to me every step of the way! I’m so glad I went solar! Thank you Gabriel and Thanks Vivint Solar!

Would recommend Vivint

The whole process was smooth our rep was informative , and we can already see a difference in our bill

A Big Disappointment - My Letter to Vivint

Vivint Executives/ Staff, I would like to tell you how disappointed I have been since I join Vivint Solar. I have had nothing but issues with the panels, installs, customer service and especially Eli. I have had the Panels off my house more than I have had them on. One time was because I paid to have them removed so I can put an addition on. One that you would have benefited from based on the roof sq. footage and amount of sunlight they would have received. I recently requested to have my panels put back on and to have a redesign do to the new roof configuration. While the gentleman was out for the redesign, he noticed my back roof where I have existing panels still in place looks bad. He suggested Vivint damage solutions should come out and look. They came out said roof is not looking good and we will submit a claim to have it replaced. The panels have only been up a few years there is no reason after the initial roof inspection my Roof should be in REAL BAD shape! If it was 10 years down the line, I would understand it was normal wear and tear damage and I should have to replace the roof. But it is only 3 years. I have had previous issues with the roof in the front leaking once the panels were put on and after going working with Colin and damage solutions they came out and repairs that section of the roof. They said it should not look this bad after only 2 years, and it did. So here we are with the same issue from the panels being installed on the back roof and all the sudden it is my fault the roof is leaking, and it is my fault that under the panels it is all beat up. I am sick and tired of the back and forth with this company and all the work I must do on my side to get things fixed with Vivint. I am the customer I (Customer is not always right, however just look at the history) should not have to jump through hoops for someone to listen or to have someone smart enough to see that my issues do not stem from me or mother nature, but from Vivint who installed these incorrectly. the first time? I honestly do not want anything to do with your company at this point. I’m tired of trying to work with Vivint, instead of Vivint trying to work with a customer. As for Eli, I apologize for have a hot head after our conversation, but I did not agree with what you were telling me on top of all the times I have had issues in the past. It is very irritating to hear you talk down to me over the phone and I was not having it anymore. I still would like to speak with your manager as I was telling you while you Hung the phone up on me. Please have your manager reach out. Thank you in advance. Wayne Johnson