Sunrun Inc.

Worst Customer Service Ever!!

I'm having issues with a new meter being installed, and they are treating me like I'm an idiot. The power company won't switch the meter because the ground wire for solar is hooked into their meter. Okay no problem, I'll call Vivint and have them switch it. I called, and called, and called.....you get the idea! Wish I never did it!!! Use another company!!!!!!!!!!!!!!!!!!!!!!

Customer service and Install went great

Sunrun was a very easy company to do business with from customer service, project manager, installers and inspectors. Steven Skiba, my customer service representative, Jason Perry, my project manager kept in contact with me and answered all questions throughout the process. The installers were very friendly and professional. Once the inspectors advised what was needed to complete the job, all the work was completed very quickly. This company was very easy to do business with and I would highly recommend them for solar. Kathy O.

Keeping their word, or should I say NOT

The installation was ultimately done fine. My problem was the beginning of the sale was all talk and promises. The salesman, Cliff D, sure told us everything we wanted to hear. We got him from a recommendation, now I know why they give $500 for recommending someone. We were told a lot of cookie cutter responses but one response he totally forgot. I will keep this short by not nitpicking on how the timeline and other details were left out because my biggest problem was with the recommendation. You see we had two and Clff said, "no problem we will work it out". Since he never did we were left holding the check until he figured it out. He didn't but he sure did call and call and call about the check we had to give out. He ignored what we wanted and finally threatened us. Do I need to say more?

This company is a FAIL FAIL FAIL

My wife and i took over my mother in laws house after a life event and she has Vivint solar. What a joke, if i was Edison i would dismantle them asap. Within first 3 months of taking iver our PGE tru up tripled, after looking at usage we found that an outlet they had installed during upgrade had failed....over 40 days prior and they never noticed! I called and the very nice lady said it would just he "easier" if we just paid and didnt make waves...needless to say i was not happy. But long story short we went with it and lo and behold the transmitter failed again and again no notice from vivint....i called this time i had a supervisor come out and i told him point blank that was strike 2... strike three when the "upgrade" failed inspection and has been sitting idle for 3 months now, with no information on the "go-live" date. So my wife froze all transactions and mailed them a registered letter that in accordance with THEIR contract they had violated their terms of service under "Seller default". Now we are in limbo as they wont talk to us and we cannot view our usage. The tru up to this point is over 800.00 and counting and no respinse form vivint.

Wish I would have known

From the time I signed the contract till the time they turned it on was 14 months. Tried contacting anyone about the progress and no one knew. It's been active now for 9 months. Would have been cheaper to not have solar installed. Had 68 panels installed should have generated over 14kw. Only generate about 8kw. Was told I would have to wait until they had been installed for a year before they would even look into the problem. Would never ever recommend them. Wish I would have gone with someone else.

poor customer service

you cant get anyone to help when they bill you incoreectly!!!! they were'nt even generating anything but still billed me! told me they would credit the next month.. never did and they just keep giving me the run a round!

Our home sales person was nice, but pleasant ended there!

A lot of houses in our neighborhood were getting Vivint Solar after speaking with one neighbor who had a lot of issues in depth we decided to hear the pitch! Process started 10-01-2015.Started hearing from the company in December about the install were warned they weren't great with communication that was an understatement! Started getting e-mails from a gal then a guy telling us when they would show the days would come and go I would call oh they left or got fired! When they finally did do the install when done it looked like CRAP! It was explained they went to an easier install which this is how it now looks. Our neighbors were asking why do the others in the neighborhood look so uniform and yours a mess! They have said they were gonna fix since the install in late April kept setting up then cancelling on us! Keep in mind this system is not operational yet.Today the guys showed up unannounced and where very rude and gave me attitude so we told them to take a hike! This company has wasted so much of our time and the sales person told us Vivint truly doesn't care about their customers any more! Nothing could be further from the truth! As result of our experience today we asked them to take off our roof and we will have roof repaired at their cost then go elsewhere! Haven't got a reply yet, but are willing to take them to court because the install isn't what they promised! Also if they can't be custom service efficient in the install process home can I can I be confident if there is an issue after the install!

Buyer beware

Everything was great up until the time the installation was completed. That's when the problems started. Had a problem that needed to be looked at after the installation, waited three weeks for a technician to come out and take a look at it and it was a simple fix I could've done myself. Then I got my first bill I thought it was rather high. I have now had four bills and all of them are higher than they would've been if I had of stayed with So Ca Edison. Customer service is terrible unless you have hours to spend waiting on the phone to speak to someone.

Beware! Not what it's cracked up to be!

We got our solar panels in November of 2015 and we were pretty excited to save some money. They didn't start working until March and we liked that we were only spending 85$ a month on power. That is until summer came and we started paying the power company also. When we averaged it out we were paying about the same as we were paying before we got solar. And then came the slap in the face. We needed to put our house up for sale, thinking the Solar could be a nice selling point. However, we soon found out it was the worst choice we EVER made. Nobody wanted to take over the lease, there was a lien on our house and when we finally ended up selling our home we had to decrease it by $10,000 and provide many concessions before the buyers were happy. We probably lost around $15,000 all together. Our sales person was very nice and gave us some good information (all the benefits), but he did not provide us with the risky information. He sounded like selling our home with the solar panels would be a breeze. Not so. At. All. We should have read the fine print better for sure. Vivint was also not helpful during the transfer process, although after several phone calls and using all of my cell phone minutes, they came through in the end. I am not convinced this is over since I still got a bill from them last month. We will see.

excelent service

Sunrun was very Professional in every thing done from start to finish, installation was completed in one day system is working perfectly. highly recommend them.

ADDED MORE PANELS.

WE HAVE HAD SUN RUN FOR ALMOST FOUR YEARS NOW. IT CUT OUR BILL LIKE $200 TO $300 A MONTH. BUT I WANTED MORE. SO I CALLED AND ASKED ABOUT ADDING MORE PANELS. WE HAD 24 AND JUST ADDED 35 MORE. WE ALSO WENT WITH A FLAT MONTHLY RATE THIS TIME, WHICH I THINK I'M GOING TO LOVE. OVER ALL IT WILL FIGURE OUT THE SAME. ALSO BEFORE WE HAD WHAT WAS CALLED A TRUE UP BILL WHERE WE ALSO HAD A AMOUNT WE PAID TO PG&E AS WELL. WE WILL BASICALLY BE PAYING SUN RUN NOW AND NO MORE BIG TRUE UPS. THAT PART I LIKE, WE SHOULD GET OUR FIRST SUN RUN BILL NEXT MONTH. IT TAKES ABOUT 3 TO 4 MONTHS OVERALL FROM START TO FINISH, THE TEAM IS PROFESSIONAL AND COURTEOUS. OUR ROOF IS GUARANTEED AND INSURED THROUGH SUN RUN AND IF YOUR CELL'S GO OUT SUN RUN REPLACES AT NO COST TO YOU. ALSO OUR ENTIRE SET UP DID NOT COST US ONE PENNY. YOU JUST HAVE TO GO WITH THEIR SYSTEM FOR 20 YEARS. WELL IF IT IS GOING TO CUT YOUR UTILITIES MORE THAN HALF WHY WOULD YOU NOT CONTINUE IT? WE WERE USED TO PAYING ON AN AVERAGE ABOUT $400 TO $450 A MONTH,. WE WILL NOW BE PAYING ONLY $141 A MONTH for 12 MONTHS. FOLLOWING YEAR WE WILL PAY $145 FOR 12 MONTHS. BY OUR 20TH YEAR WE WILL BE PAYING ONLY $220 A YEAR. EACH YEAR OUR BILL WILL GO UP $4 AFTER 20 YRS YOU WILL OWN YOUR SYSTEM AND HAVE 4 DIFFERENT OPTIONS ON YOUR PANELS. HOPE I HAVE ANSWERED AND HELPED ANY OF YOUR QUESTIONS. HEY ITS ALL ABOUT LOWERING YOUR UTILITIES AND NO OUT OF POCKET EXPENSE FOR US.

It Works!

Making the decision to go with Sunrun was difficult - I hesitated and wavered and worried about my choice, my decision, the program and if solar was really ready for prime time usage. Now I wish I had done this years before. Sunrun did a wonderful job on the install - clean and neat and it looks great. I have been producing far more power then they guaranteed, and that is a nice thing. My sense is that more than 100% of my utilization will be covered - a VERY nice thing. The deal made sense - a long term lease and pay as I go...this reduced my cash flow to the electric company and I am off the grid - doing something good for the world and my wallet at the same time. A win win if ever there was one.

THE WORST Customer Service you can imagine - product is fine

Sales rep and install were fine. The horror starts when you have to contact them for any reason. I call and sit on hold forever, when I do finally get to talk to an actual person and set up a service call (3 hours window, a week from my call date) the person DIDN'T EVEN SHOW UP! Are you kidding me?! I even called when it was close to the arrival window end time and they said the rep was in traffic, on his way and would be there soon. So, silly me, I waited another hour and a half... HE DID NOT CALL AND DID NOT SHOW. Pathetic. I called the next day and said what's up - why did your rep blow us off... they said, yes I see he couldn't make it, let's reschedule, I said tisk tisk, fool me once.... cancelled the same day. NEVER AGAIN VIVENT!

Toby Taylor

Wanted to take the time to write a review for the person who sold us on the Vivint Solar for our home. His name is Toby Taylor and he was very knowledgeable about the system and how it would save us money each month. He answered all our questions and gave us information we didn't even ask for but was important. He did a fabulous job for this company and we are very pleased with the results. I think he will go far in the company if given the chance.

Disorganized, uknowledgeable, and not helpful.

I have had Vivint solar activated for just over a month now and have not had one good experience with customer service departments. Before installing anything, I was reassured everything would be taken care of to keep my homeowners association happy which mainly included painting conduits on the side of the house. After being told everything would be taken care of and having the system installed for three months now, they still haven't been painted. I have called multiple times and spoken with multiple departments including department supervisors. Every department says that's the their department job and nothing gets done. I have talked with my "case manager" many times as well who listens to what I have to say and says he will figure out a solution to it and get back to me which of course doesn't happen. I have finally gotten my first bill from my electric company for 1 full month with solar and was not pleased. I was told it would be a substantial amount lower which I compared to last year and the decreased amount was by $76. That's not substantial when I'm also paying $40 a month to have solar equipment. I called today and again was transferred to 3 departments saying that it wasn't their department. When I finally got to one they said I would have to wait a full year to be able to look into the amounts I was saving, which makes no sense if they were able to quote me what they thought I could save. After getting the run around I asked to speak to the supervisor. The representative said her supervisor would tell me the same thing and doesn't speak with customers. I was then told to just try calling back later. For the hassel of attempting to get anything situated with Vivint Solar, I would recommend going with any other company in Arizona. I would gladly change this review if I could speak to someone who can actually get something done like I was told or have the answers of what I can or need to do to get them done.

Do NOT use Vivint Solar- biggest headache of my life!!!

This is the worst company I have ever had the displeasure of working with. Their rep that signed us up was great, provided tons of info and assured us we would have 99%-102% production from solar (leaving us with a minimal electric bill) and that the company would alert us if at any time there was a problem with our panels- well, that was a lie!!! My panels were installed onto my brand new roof in Nov 2015- it took months before my system was approved to be turned on. Finally in March we turned it on. We received our first bill in April for $104. Too bad our electric bill didn't go down AT ALL!!! Same thing happened in May. At this point I was advised by Vivint it was likely a problem with the electric company meter. The electric company sent someone out- nope meter was fine. Solar was not producing. In June I called to Vivint again. The girl I spoke with couldn't be bothered to help and told me I would have to call back to make an appointment with a technician to come out. So I did, this time the girl I spoke with tried to trouble shoot the system- I did all she told me to on the exterior panel- no good. Then she sent me inside to check the "gateway" on my router. But guess what, they never installed one. She said the system should still work without it. She said she would follow up and get back to me. I called again and was finally given an appointment for 7/19 with a tech. The tech came and said it was the gateway that was the problem- without it the system won't work. He said this happens all the time and that the reps in Fleet don't know what they're talking about. Finally on 7/19/16, my system was working- but I had paid over $100 each month for April, May and June when I had no production. (And no, they never informed me, or even realized my system wasn't working until I called!) When I called to enquirer as to why, is was informed it was based on an ESTIMATED usage!!! The rep then emailed me a screen shot showing I had no usage up until 7/19/16- she then transferred me to Fleet Performance department again. I spoke with a girl there who reassured me they would put in a compensation request, which would take up to 3 weeks because they only have 1 person who processes them for the entire company!!! She said my next bill would only reflect my actual usage for the last 12 days of July. Imagine my outrage when I got a bill for $112- same approx amount as every month (plus I'm paying the electric co each month too)!!!! Today I got a call telling me my credit request was approved for $318- but I paid $500 to the company. So I called again- and finally spoke with a member of what they call the Workout Team- who couldn't understand the credit either and advised my bill for July should have only been $63!!! Now I have to wait for him to hear back from the ONE person who processes credits for an answer as to why the discrepancy. And the saga continues! So LONG story short- terrible company! No one is properly trained, they have departments of only 5 people, they pass the buck between billing and Fleet for compensation and you will wait on hold for a min of 20 min to speak to anyone!!!! I need to find a way to get these things off my house. Do NOT make the same mistake I did- just say NO to Vivint!!!!

Worst Company Ever!!!!

Vivent Solar lies, misleads, and then tries to hold you to a contract that they aren't keeping up with. I am paying more then before the panels were on. Their customer service doesn't help at all and when they make appointments they don't show up. Horrible company. Will be reporting them.

A Very Happy Vivint Solar Customer

As you may have noticed, reviewers seem to either love or hate their experience with Vivint Solar. Put me in the “love” category. Before signing on with Vivint, I read these reviews and was concerned, but I soon concluded that the vast majority of the people who were complaining were people with unrealistic expectations or who really did not understand the process. I did my homework, and I am very, very happy. Our panels went up last November, and our system went online in March, which is the usually time frame. When we signed our contract, our regional sales manager accompanied the salesman, and I was sure to take his business card. Yes, there is going to be some inevitable miscommunication during the installation process; however, whenever I felt the need to communicate with the company, I included the regional sales manager in the conversation (always documented via e-mail), and he followed up and saw that things got done to my satisfaction. Yes, Vivint Solar would probably be well-advised to hire more people to work in customer service, but I never had a situation where I could not get through to customer support people or the Vivint fleet performance department. I monitor my system on a daily basis, so I was immediately aware of a software issue that affected the performance of my inverter and its ability to communicate with my gateway. Vivint sent electricians out twice to resolve the issue. Even when I complained about what I felt was a rudimentary software interface, I was put in touch with the people at SolarEdge, who upgraded me to the same professional software that Vivint technicians access. That, in itself, told me that Vivint was responding to my demands. The performance of our system has fully met my expectations. It was a thrill to see our net metering first run in reverse back in June. Since then, our electric bills have been a fraction of what they had been in previous years (even a credit in June!) We used to get monthly summaries from our utility company, showing us to be one of the most energy inefficient homes in our neighborhood; now they show us as just the opposite – one of the most efficient homes in our neighborhood. Of course we are paying Vivint Solar a monthly fee for the power that we are generating and feeding into the grid. That is our understanding, and that is their business model. They get the incentives and tax credits, they earn the money for the power that is fed into the grid, and we pay them for the power that is generated on our roofs – at about half of what we would have been paying (and what we paid in the past) to National Grid. People who complain about the monthly fee and the 20 year purchase plan agreement seem to be losing sight of the fact that Vivint Solar has installed tens of thousands of dollars of equipment at zero cost to the homeowner. This is equipment that we could not have afforded to install on our own. I have waited several months after our system went online before writing my review because I wanted to be sure that I was satisfied with our system and our dealings with Vivint Solar. At this time, I can confidently say that I am without a doubt 100% satisfied with our experience. I would not hesitate to enter into our agreement again, and I wholeheartedly recommend Vivint Solar to others.

Worst company ever!!!!!!!!!!!!!!!!!!!!!!!!!!!!

We had the the solar panel put on in around April. In July our power went out I called the electric company and they sent someone out right away, turns out that it's the solar panels. I called on Monday and of course had to leave a message, when someone called back they said they would send someone out either Tuesday or Wednesday. On Tuesday at 2 pm I received a call saying they were on there way and that they were coming from Trenton New Jersey. Now it is Friday morning at 12:56 am and still no one has shown up. Our electric keeps going out and EVERY day at least 10 times we have to go outside and flip the switch to turn the power back on.i would NEVER recommend this place and if they knock on your door trying to sell this to you SLAM your door in there face.

I jus got solar

Vivint came out and investigated my roof to check sun, tress and age of my roof. I had 30 panels installed in April and three months later I was on grid. I have only had it up 12 days but savings seem to be there. I will check back after a few months to do a follow up review. The Install was flawless the installers were very good workers. I am very please with the process so far.

Nothing but problems

Had my solar panels installed end of February. Don't think they have actually worked because I haven't seen any savings but I am paying them $60+ every month. They have came out 2-3 times in April to add this part and that part. May they came out 5 times, still not working but they say it is. June they came out 4 times, still not working. August 5th, I get a bill for $548 from my electric company (last year at the same tome it was only around $300). I call Customer Service and after talking to 3 different people & being on hold for 2 hours, I'm sent to the wrong department.... I got on line & the lady shows me where my panels are not working & haven't been working... The part of the electric bill where my salesman said I would see a savings, actually went way up. Any to top it all off, the contract is for 20 years! And if I try to sell my house, the new owners MUST continue the contract. Read that fine print people before you sign anything! I would have been really embarrassed it any of my friends and family would have gotten with Vivint. They would be in the same situation... nothing but a headache, paying Vinint for panels on my roof and paying more for electric.

DO NOT USE VIVINT

I had my solar panels installed over two years ago when they were installed the installers which was Fleet performance they kept missing the beams on my carport causing holes in my roof and leakage finally after 2 months and inspector came out and they reviewed it and found out it was their fault and they paid to get my roof done now I am trying to get an overhang over my deck and I needed Fleet performance to remove only three panels out of 52 they gave me a quote of $499 I called them and said that was an outrage because you want $499 to take off 52 panels now after one month they were supposed to review it and get me a lesser price I was supposed to start construction yesterday and today they get back to me with a price after 15 hours of phone calls all documented they came up with a bargain price of $499 I called them back said it was an outrage why would you charge me $499 to take with only three panels for one week's time they told me they review it every Wednesday and mine came up for review and this is what they came up with so to do this I have to pay them $499 or cancel my construction fee. I think I'm going to cancel my Construction but not without writing a review on every review site that I can have help or their customer service is and how unfair their pricing is.....update vivint agreed on a [lol] bargain price of 250 to take 3 panels off the house, guy comes and takes panels off the house, and tells me he was told to check why 17 out of 57 panels were not working, I asked how long weren't they working? He said don't know could be months, a fuse blew!!! Buthe I shut my panels off 1 day and vivint called me within the hour!! What is wrong with these people?

do not use Vivint!

Still being billed after selling my home months ago. Almost lost the sale because they would not provide a transfer agreement to escrow. Hold times for support go into the hour or more. Took over six months to get activiated and installed. Possible the worst company I have ever dealt with.

Poor post-sale customer service, & transfer process is a mess

Vivint was great when they were pitching the sale. After that it was downhill. I read many of the negative reviews and had the same experience. I wanted to add that the Transfer Process to a new owner is very bad. I sold my house in May in Hawaii, and moved to Texas. I have continued to receive bills and it is August despite me and the new owner constantly e-mailing and calling their customer service (4 calls, with average wait times in excess of 20min no matter what time of day I call). I have sent messages on their secure site and have 2 "pending" messages (meaning I am waiting for a reply) in reference to this issue since 7/11/2016. I went with Vivint over Solar City simply because I was assured a quick and easy transfer process since I knew I was going to sell the house eventually. This was a mistake.

Simply the best when it comes to solar

From the time Bryan my sales pitch guy came to my house and explained how everything works I was hooked first I wasn't pressure to acquired the system and I could reverse my decision up until they put in the first screw on my roof the only hiccup we've had was that the system failed city inspection the first time then it took another 3 weeks to get the city fixes done and approves after that I got the call 3 days later to turn my system on I just received my first bill went down from paying $500+to $160 is a no brainier people the difference between Vivint and solar city are huge I payed 0 nada nothing to installed and save money for my system yes I'm on a 20 yr contract but so what I'm planning on owning my house for a long along time and also other companies put a lien on your home doesn't do any of that I'm extremely happy thank you Vivint