Sunrun Inc.

Draining my bank account

SunRun promised the moon and stars on electric bill savings and its all been bull! This company started off great. They said all the right things and our family was impressed with the process of getting solar for our home. The install went smooth and we had high hopes of huge savings. However, The system has been installed and running for 11 months now without any savings whatsoever. Can you please tell me why my electric bill has still been in the hundreds. So disappointed with the BS They obviously undersized our system but refuse to do anything until after we've had the system for 1 year. In the meantime, we get to pay APS large sums of $$$ I can't tell you how disappointed we are. Empty promises from the sales team. To compound the issue, if its determined our system is wrong/undersized, we have to pay for a second install. WOW!!! Be careful with this company. Over promise, under deliver, and $$$ savings lies have been our experience thus far. Truly hope they make this right!!

Fraud! Terrible! Greedy!

Do NOT get solar through this corrupted Sunrun! Leasing is ALWAYS a bad idea! They make fine prints too small that you can't read and they offer ZERO leverage on my behalf, ZERO! I have it less one year and a lot of issues with it. No money saved! APS electric company alone would have saved me a thousand dollar without the defective solar panels and inverter! Yes, thousand dollars! A thousand dollars including the monthly installment. I'm not kidding! A thousand dollar more per year out of my pocket and in Sunrun's pocket is FRAUD! My system stopped producing for several months yet they are doing NOTHING to ensure quality service and maintain their promise of my big savings! Nothing. They are laughing at all ripped-off customers as they're reading the reviews here because of ZERO leverage and law is on their side!

I could NOT have asked for a better organization to work with!

I must say, DANE thanks for knocking on my door buddy! A special thank you goes out to Nate & Josh for working with a tough customer!! Job well done guys! 5 STARS

Wouldn’t even look at the site

I contacted Sunrun about doing a ground install of solar panels. The rep tried multiple ties to get approval from her manager, but he just came up with lame excuses. I’m really unimpressed by the manager. He didn’t even offer to check out the site, only used Google map images. This is crappy service and now that I’ve read some of the reviews here I’m glad it didn’t work out.

I have ZERO regrets and love my system!!

I am not sure how people have had negative experiences, from the same company I saw. I was installed with the Dallas office almost a year ago (writing this is 2019) and absolutely loved my rep and the overall experience. It was seamless and my project coordinator answered any questions that’s I had. I know every scenario is different, but I had a small warranty issue that was resolved in less than a week. One of my panels was a lemon, and did not produce the right amount of energy and Sunrun caught it, and sent someone out to replace it. I have recommended this company to several of my friends and family in the Dallas and Houston areas. You will not regret working with them! Everyone I have talked to has been amazing. Hope this helps!!!

Great people to work with. Our family and I are very happy.

We were thinking of getting solar for a while. It just happened that a rep stopped by our home and we signed up the next day. He was great to work with and the entire company was very supportive along the process.

Inverter

We got a surprise visit from a SunRun technician knocking on our door telling us that we have an issue with the inverter. We received no emails or phone call or a letter from SunRun to notify us of the issue. Technician ensured us that it would take one week to return with a new inverter, 4 WEEKS HAS GONE BY AND NO PHONE CALLS OR EMAIL. I guess SunRun does not give a #@$#. I called customer service and I was told that it would take 6 to 8 weeks to get a new inverter replacement. I was also told that MR. Mathew Ruske will return my call and never did receive a call from him. I called customer service again and the gentleman was very nice and he informed me that SunRun has run out of the inverters and it would take 45 days to receive a replacement. This is how the largest solar company treats customers??? TAKE MY WORD DO NOT GO WITH SunRun. Go with a company that manufactures its own parts.

Easy Install, TERRIBLE service

Sale, install and all back office paperwork (including HOA submittal) went pretty flawlessly and as explained. Our inverter went out about 10 months (July 1st). We would never have known had I not been logging into our account to check our system every week. So, our system was down for a week. When I called Sunrun they knew it was down but never sent ANY communication. Only response I got was part is on back order. I called and emailed Sunrun and our Project Coordinator multiple times a week and NEVER got any response. Zero, zip, nada. Was told I could not escalate my concern to supervisor and/or management from customer service department. When asked if I would receive a credit on my monthly lease payment for lack of performance the response was "it is in the anniversary guarantee that if they don't produce X amount we get a refund in that amount". That's it. Suggest looking elsewhere if ongoing service of a 20-year lease is a concern.

Lightening Strike Home $6000 quote to Remove Panels

Last week a strong thunderstorm cell come through our area while no one was home. When we returned we notices all cable boxes were burned, a garage door opener, a circuit breaker, and our new HVAC system installed in the attic were all fried. When the contractor came to repair the HVAC they found a whole in the roof. I contacted Vivint to have the panels removed in that area so the repairs can be done. They casually said sure let us calculate that fee for you. $350 base fee plus $90 per panel, " Sir we will charge $6000 to remove the panels so you can then pay to have your roof repaired. I stated I have been a customer since 2015 and do not remember that anywhere. She stated, since you moved to your new location, you are on a new contract and it states you will be charged a fee for this. I replied, does the new contract state the rates of $350 base plus $90 per panel. She replied, I am not sure but that is what your new contract says. She then reminded me that the contract also says, damage from lightening does not change anything. She also explained that as a customer, I do not have a right to escalate my issue above her. This is the classic, we got you and there is nothing we want to hear or say. Not even, Sorry your home was struck by lightening, but we have $1 million dollars worth of insurance covering your roof. This is the second time I was told by a customer service rep I could not talk to anyone higher, I had to take it or leave it.

Better than expected.

My Vivint sales guy was John in Chicago. Low pressure and explained it well. We had three other companies come out and after meeting with John knew more than all three combined. No surprises along the way. We have a large home, 4300 sq ft, and the install took two days. First bill from ComEd showed the production as we were told. Just has been installed for three months now, but very satisfied. Would recommend Vivint.

Good experience

Josh came to our door one day and introduced himself to us we invited him in and he went over what the solar system was all about. From that visit we decided to sign up for installation. He was very thorough and answered all our questions.

The Worst Customer Service Experience In My Life

I have had a year ordeal with the local Sunrun office that has defied logic. As an engineer for a local Aerospace company I deal with plenty of very large businesses. Prior to the installation of solar panels on my roof my roof never had a single leak. Sunrun even had their professionals come out to inspect the roof to make sure my roof was "acceptable" to install the panels. I remember this clearly because I was worried I would not be able to get Solar if my roof was unsound or there was any problems. The roof inspection passed. This is KEY, because after the installation of my solar panels it rained. And guess what? I had a huge leak right where they had done the installation. They sent someone out to inspect it immediately as I was obviously upset. This person was heard saying TWICE he would get someone out to fix the roof. That did not happen. Suddenly we were told to call the "Authorized Reseller" who had done the installation. We did this. The authorized reseller then told us that once the panels were sold, Sunrun became our "provider" much like if we bought a cell phone from an "authorized reseller" who sold a Verizon phone and had a problem with it. We would have to call Verizon customer service. So then we were juggled back and forth for almost a YEAR, with frustrations mounting. Finally we got a hold of an agent at SUNRUN (not the authorized dealer) who said SUNRUN was in fact the one who handled the warranty claims on roof leaks but we needed to get a signed affidavit from a roofer stating the damage was due to the solar panels. What?! Despite being supremely frustrated we went to a roofer who was also authorized to sell Sunrun (obviously not the same one who sold us the product in the first place). On 3/19/2019 (Nearly a year after the leak first began the roofer concluded "Findings: Conclusion: Leak is due to the installation of the solar." You would think this would be good enough for Sunrun. Nope. Their offices here locally stopped responding to phone calls and emails And finally the slap in the face. After way too long a period of time and several calls/emails we did get an email from the "Manager"."I have had a chance to review the documentation from our first visit in January 2017, our most recent visit as well as the documentation provided by the other solar company. When Sunrun was out in 2017 we documented the condition of the roof and the paper and advised at that time it should be replaced. Coming back 2 years later it is leaking in the same area and there is a further breakdown of the paper across the roof." Firstly, If the paper was so poor on the roof Sunrun should never have installed the solar panels in the first place. Their inspector should have seen this and told the installers to not proceed with the installation. We also never were told about "paper" back then or prior to the solar being installed.Secondly, We have a SIGNED AFFIDAFIT which we were told to get from SUNRUN CUSTOMER SERVICE statin

Horrible Customers Service

The inverter communication module and panel module does not last long and will take forever to replace it. it is dead after less than three years. According to the technician, it should be quick only take around 1-2 week to order, but it has been over two months. The first inverter order came in after 8 weeks. I had to call to get a schedule for the service Tech to come out do a replacement. The service Tech came out and left without saying a word. I called and found out the new inverter is a defective one and need a new one. Get what the customers services tell me, will need to wait (2-6 week again)!!!

So great!

Super easy to switch and installed flawlessly.

Nightmare service

Took 18 days to get a service tech out to check system for no production. Needs new inverter after 20 months of use. Will take an additional two weeks to get inverter. All the while they still want to charge for service. Withheld payment then the automated collection calls began. Stay away from these CROOKS!

Horrible customers service

I have had the system for over three years. The inverter communication module and panel module is dead. Been trying for 3 months to get them out to fix it. The first time I called to get a tech out the didnt even create a work order. I called two weeks later to find that out. Their support is bs and the components they use are locally available and dont need to be shipped from china. They use the same components for new install and drag their ass on repair.

When I sold my house they kept charging me for 2 months

When I sold my house I had a 45 day escrow and I let Sunrun know right away that I was in escrow and need to start the transfer process. They dragged their feet and kept saying they need additional paperwork. The house closed escrow but Sunrun kept charging me for 2 months and says they need additional paperwork. Stay away

Don't choose Vivint. There are better options!

Whatever you do, do NOT choose Vivint for your solar power. Customer service is terrible, especially once your system is installed. I installed my first system back in 2014 after a year in my 2000 sq ft home. The system had 36 panels and still only produced enough electricity to leave me $1,800+ short come time for my PG&E "True-Up". This happened for THREE YEARS, even after bringing it to their attention. After four years I finally got a check for $1,300 to "make me whole" (I guess math isn't their strong suit - like customer service - either; $1800 x 3 does not equal $1300). Shame on me for thinking I just didn't install enough panels and listening to their offer for an expanded system (another 20 panels). After initiating this in May 2018, they were promptly installed. Unfortunately, they didn't turn the damn thing on until March 2019, nearly a full year later, even after I had contacted them starting 60 days after install. An absolute joke that was. Not only that, it's not like they integrated the installs. They're quite literally two separate systems and accounts. What fun that is. But there's MORE! In July 2019 I received an invoice showing I owed $0 which is odd because if there's anything we don't have a shortage of in Kern County in the summer, it's the sun. Well, sure enough, I looked at my billing and it showed zero production for one account as of 07/14/2019. As I scrolled back through that account's production, it had not been producing SINCE June 11, 2019, over a month later. Curious me looked at my other account and found that it was producing (at least, it said it was), but from May 2 through July 8, 2019, it also had zero production. What gives? It takes forever to get a tech out to have your concerns addressed. The system is installed poorly (on top of all the extra hardware, screws, and wire left everywhere up on the roof, in the gutters, on the ground, in my driveway, etc., the anchors to which the system is attached to my roof are now coming undone and the entire system is sliding). There is no care given for the color of your roof tiles and your system's hardware (I have a dark grey cement roof tile and for some reason they thought light tan-colored, 12" x 12" tile replacements/system anchor covers were a good choice). And again, customer service absolutely sucks. Don't fall for the trap that is Vivint Solar. You will regret it. I know I do. Find a better option - there are plenty out there.

Awesome!!

This is a great solar company!! Kyle was amazing and helped us through the whole process!! I would totally recommend this company for anyone considering solar power!!!

Panels under perform & customer service is horrible

I've been with Sunrun for 4 years oh, the first year the panels performed fine for the next three years they've underperformed. Over the years dealing with customer service has been below average. Now that I'm refinancing my house trying to deal with Sunrun is horrendous I would not recommend dealing with this company. It's been a horrible experience.

Scam Artists...Keep Shopping

We met a very nice salesperson who told us that the rates Vivint was currently offering was less than the local electric co rates so we'd be saving money right off the bat. The whole process took more than twice as long as we were told to expect, and we were given a dozen contracts to sign, as there was always minor changes made. No surprise, I stopped reading through them, and - again, no surprise, when 6 months later we finally get our first bill, we are being charged more than twice the local electric co's rates! For 20 years! Nope. The system is powered down. To top it off, we now have a leak that wasn't there before the system was installed and I've called to complain four times and all they want to talk about is why our system isn't producing! Don't do business with these guys, they'll get one over on you any way they can.

Bad equipment

Bad equipment Poor customer service

ZERO STARS

The only reason I gave 1 star is to write this review. After selling a property, Vivint continued to bill my company for several months. When trying to resolve this issue, customer service & billing & the "transfer" dept stated that I would have to pay the balance in order to transfer the account to the new owner - mind you, I had not owned the property for several months, so these charges should never have been applied to my account. Fast forward... it's been over 3 months since I paid & I have still not received a refund and have literally been on hold for over 40 minutes trying to get this resolved. There is ZERO customer service (although the last rep I spoke with seemed very nice, she had no clue as what was going on with the account). I will never recommend this company for any reason. Their business practices are completely ridiculous - I mean, who requires someone to pay for something they didn't even own &/or use?? I'm just completely dumb-founded with the way they handled my account.

Best decision about my energy by far.

They were great. Install looks good and no more electricity bills. As of now I am on track to receive a check from my utility. It's nice to get paid from them vs paying them. Highly recommend!

Awesome Rep

My rep was so friendly. He actually came by my home and introduced me to the idea of solar. I was paying $300+ on my electric bills before he came along and saved me about 40% with a PPA.