Sunrun Inc.

no customer service

Solar system was up and running in early Dec. 2015. This June we decided to replace our siding. We wanted the inverter box removed. Vivint said only they could do it. So, after several weeks and many hours on the phone (mostly waiting on hold) we got someone to come remove the box. Now we're trying to have it reinstalled. Trying for a week so far and can't get any appointment to do it. Again spending many hours on hold. No way to run a business.

Customer service so bad they won't give out their names. Lied.

If I could, I would leave them a negative number of stars for review. In a nutshell: THEIR SERVICE IS SO BAD THEY REFUSE TO GIVE OUT THE FULL NAMES OF THEIR CUSTOMER SERVICE REPRESENTATIVES OR THE SUPERVISORS IN CHARGE. They will bend over backwards to get you to sign with them but once you do, good luck. Every time you call customer service, it's at least an hour (only a few seconds to get to the salesperson trying to sell you their BS though). They flat out lie about taking care of your roof. The savings they promise are not nearly as good as what they claim. Their contract also comes with an ARBITRATION CLAUSE like most companies do nowadays so be aware. Long story: We got their solar panels about a year or so ago since we wanted to have some energy savings and did not want the hassle of installing solar panels that we own. No hassle and supposedly a significant energy savings, right? Well, the energy savings has been less than what was promised but at least having the panels has not been a headache... Or so we thought. Let me just say that when the pitched their services, they made it seem like any and all issues that might arise from having the panels installed would be covered and fixed by them and any damage to our roof would be taken care of by them no problem. Total crock of lies and false advertising. They have the worst customer service. It's so bad they won't even give out the names of the people we spoke with or their supervisors. I have NEVER encountered a company that was that blatant about not owning up to their problems. We called them several weeks ago because we noticed that pigeons were roosting under one of the panels they installed. They sent a technician to look at it finally. He climbed our roof and took pictures and said "I'll show this to my boss and they should contact you about what they are going to do about it." Of course, here we are thinking that they would honor their part of the contract which states that they will take care of any problem that arises from their solar panel including the protection of the integrity of our roof. So we wait to hear from them and a week goes by, another week goes by so we finally called them to find out what they were going to do about the problem. After claiming that their company does not fix the problem and me insisting on talking to the supervisor that the guy they sent out to look at our roof supposedly showed the pictures to, I get to this guy named Fosita from "sweeps (sp?) assistance" who looked into it and said their mysterious supervisor never got the pictures. This after over a month of waiting for their response. He promises to send an email to his supervisor and that we would hear from them in 24 hours. A week goes by. We call again and after being placed on hold for nearly an hour, another guy, Brad, profusely apologizes and says it will get taken care of and makes it seem like they will actually take care of the problem and that they will e-mail us paper work for us to sign. We get it a few days later and the e-mail contains a quote for $800 from a pest control company. Nowhere on it does it say that Vivint will actually pay for it like they made it sound like they would on the phone. So we called again. Got the run around claiming it would have to go through their mysterious supervisor and that we would get a call back. No call. We call again a week later and basically after all this time and runaround, if we want to have anything done about the pigeon problem on our roof, we would have to pay for it ourselves. So whatever you do, don't sign up with them. They not only won't own up to all the things they claim they will do, they aren't even brave enough to put their names out there and claim ownership of their decisions.

Great Idea but they don't deliver or care too.

I signed up with Vivint Solar in September 2015 with high hopes. The system was installed in December 2015. It was turned on in May 2016. It did not work but I still had to pay the bill. I reported the problem on May 9th 2016 but Vivint Solar showed no real interest in addressing the issue, despite repeated civil requests and reminders, until I sent them a legal notice of dispute via certified mail and demanded the panels be removed. It is August 1st 2016 and I have been assured that they will be turned on tomorrow. I've heard that same thing every couple of weeks for months. We shall see. Because of their Lease Agreement, I am forced to retain an adversarial relationship with this poorly managed company for 20 years. That is a life sentence. If you are one of the unfortunate soles that was duped into this scam, I'm sorry. Be sure to read the contract and send a "notice of dispute" with each and every complaint and hire an attorney. Good luck.

Very unhappy - Not what was told to get us to do it

We have had Vivint for a few years now. The sign up was a breeze, then the process took on a whole new ugly monster. Install was a nightmare, it took forever to finish up, details were not done. Matching painting which was promised took MANY MANY calls on our part to just get someone out here. The sales rep had scheduled times for the painting, no one showed up. was disappointing. The amount of money we paid was a little less than the normal Southern California Edison bill every month. And we did still get a bill from Edison for a few dollars. So, installation pain behind us, we thought, ok. We are saving a few bucks a month. Not much but ok. Then the end of the year came around. We receive a bill from Southern California Edison for over $1000.00!!! This is for the lack of use in their electricity. This was never discussed with us by our Vivint Sales Rep. Not even mentioned! We get one every year by the way. The sales rep Oversold us - we shared with him that we would be doing a remodel within the next year and we inquired how that would work because the roofing would be replaced. Should we wait until after? He said no reason to wait, he stated that there would be a $500.00 charge to remove it and they would just put it back on. So we asked a little further, and said what if we don't want it anymore or we sell it? What happens? He said it would just be the $500.00 charge to remove it. And that the value of the solar would increase the value of the house. We have just today discovered that it doesn't increase the value because we technically "lease" it. In addition, they actually put a lien on the house for the value of it. A Lien???? Anyway, in 2015 we started our remodel. We were putting on the new roof like we talked with the sales rep about. Low and behold - they would not come remove the solar panels that are on over 50% of our home for the $500.00 as indicated in the set up. That's not even the worse of it. We said well then just come remove them, we don't want them, they don't save us any money after all. They said we would have to buy them out right for over $30k. Then we could do whatever we wanted to with them. So not only are they costing us "more" money than just having regular electricity. (Go figure - have solar, pay more for electricity) The Vivint company has put a lien on our home. They wont come remove the panels. They want us to buy them. They are basically using our property to gather electricity to sell and earn money from it. So they are making profits from our home... How is this ok??? How is this legal????? DONT USE VIVINT SOLAR!!!!!

4712 Vitrina Lane

Dan Wilkins was great!

Painless process, excellent service

Our salesman, installers and customer service has been top notch. Our salesman kept us updated and informed every step of the way and was incredibly nice and professional. I can't comment on the savings as the system is not up and running yet. The inspection process took longer than I expected, mostly due to having to wait for the city and the electric company to do their part.

love solar

Everything has been wonderful from start to finish. Communication top shelf!!! The electric savings terrific! solar should be on every home!!!

Solar company

The installations was great got installed in April and they still don't have my solar power on They said it takes 3-6 months they are the worst wouldn't refer them to anybody I have missed the whole summer when I use the most electricity they try get on your roof so no one is

Install

Sales with Cole was great, install went quickly and very proffesional. SIte was kept clean and flagged off to prevent anyone from walking under the work area. Only thing that is an issue at this time is that the electrical has failed inspection and we are waiting for it to be resolved and inspected again.

My solar

Dan our sales rep has been awesome, all the work to get it up and running was through him. Zack Osborne on the other hand is trash and doesn't deserve to work with great people like Dan. Zack left a message saying he was our district manager or similar title of that and if we needed anything to call him. Well after a month of the system being installed we still not receive permission to turn on the system. I tried calling Zack to speak with him about it on two separate occasions at least a week apart and left him messages with all the details and he never returned my calls. So I contacted Dan, which he took care of the problem.

Excellent Customer Service Experience

The install went smooth. The crew leader was very helpful explaining everything to my wife and I. The best part of the experience was with Richard, the regional district manager. He has been responsive, helpful, and courteous the entire process. Suggestions for improvement: minor - install team left some trash major - the customer success manager contact assigned after the install has not been responsive. I have defaulted to contacting the regional service manager who helps out. He is why I give post sales support 2 stars instead of 0.

My Solar Panels!

I have been wanting to go solar for a few years! I have had all the trees in my back yard taken down so I could install more panels. However I do miss my shade :( Josh with Vivint Solar has been a big help getting me started. So after getting my new roof put on the house, I was ready for my panels :) Solar Panels are now on and I am ready to be up and running! The crew I had was wonderful to work with and explained everything to me. Let the savings begin!!!

Solar installation

The job was done with professionalism. Safety for me and the install team was impressive. The work was done efficiently in a timely manor. Electrician was informative and courteous. When the job was completed, the yard was clean. I would have liked it to be a little cooler for the guys, but that one was beyond my control. Was glad to see that the boss was understanding of the safety of the crew.

Lack of reliability and responsibility

Solar panels were installed less than one year ago, my first winter, we discovered leaks caused by the installation of painels and other problems. It has more than 6 months and they did not resolve and is trying to avoid responsibility. Is solar a great thing? Yes. But check the reviews of the companies that will perform the work. You are saving a hassle and long time of battleing.

Vivint Solar

The installation was a breeze. The crew was on time. They were profession and knowledgable about the product. They were able to answer all my questions and the job looks professionally done. They clean up and ensure everything was explain to me about next steps before they end the job!!!

untrustworthy company.

bad rep, bad service. very hard to communicate after sale was done. system was never turned on.

Survey

Very happy with our solar panels. Saving a lot of money. Our salesman Wayne was wonderful to work with. We would highly recommend Wayne and vivint

Life changing technology

My sales rep, Ron Mattei was integral to my decision to go with Vivint. He was extremely knowledgeable, professional, and amazingly responsive to questions. All sales reps need to be more like Ron was. His qualities are sadly lacking in most businesses today. Regarding savings, no one believes me but my bills have gone down more than 90%. I am not exaggerating in the least. You cannot lose by switching to Vivint. The only question is how much money you will save.

DO NOT USE! HARD LESSON TO LEARN.

Warning- do not do business with this company. The salesman was very nice and the deal seemed too good to be true! Shortly after the install, we had a roof leak. They did fix it but the damage was done inside. It was minor damage but the salesman made it seem like it was our fault! The panels, even on the back of the house, were a turn-off to potential buyers when we listed our house. Our sale nearly fell through as a result of them. Wish we thought of this prior to getting them but we didn't foresee moving. Lastly, even though we filled out all of the proper transfer paperwork and submitted it, they continued to bill us even after we sold our home. We actually had to go to the bank and put a "stop" on any drafts coming our of our account for this awful company. They came crying for their money soon after and we mailed a check instead. Don't get me wrong, the cost-savings are great. However, it is not worth the headaches and lack of control. You forfeit litigation and agree to use their mediators when issues arise. Never again will I forfeit that right.

very easy streamlined

The salesman came to my door and explained the power purchase agreement. At first it sounded too good to be true so I took the time to read the whole thing. It was fairly simple and as far as I could see it had no real downside to going solar with them. We could not afford to buy so we never really considered it. We scheduled another meeting where we went over paperwork and set up a measuring of the roof. That was simple, then I got a blue print to look at and decide from. It showed what our new monthly bill would be. The price savings was a lot so we went with it . We continue to save money and are very happy.

Completely satisfied

The entire process went quicker than expected and very smoothly. Starting with Brian Legg very easily explained the process, very helpful with paperwork and emails. The installation team were very nice, did a great job, you'd never know they were here, thanks Dan and Matt. The solar panels actually modernized the look of our roof. Now just waiting for final approval!

Beware of their false promises

I have had my system for 2 years. The installation was a nightmare. While I have really enjoyed the electric bills my system stopped working after 2 years. Getting them to come out and fix the system- another nightmare. Now I am trying to get the refund they promised me 2 months ago. Good luck... I have spent over 2 hours on hold. They do not answer phone calls. I love having the solar- I wish I had gone with a different company

Vivint and fleet performance which is vivint also worst customer

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 gee 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

Solar System installation for the Home

Super great people to work with from the salesperson, Brian B., to the girls in the office, to Tim and his installation crew on the jobsite. The whole crew was very well manner, polite and courteous. Prior to starting the installation Vivint gave me the layout of the panels on my roof. I requested a minor change to the location of the panels - NO problem. Then when they came to install the panels I requested another slight change - again No problem. Then when they were ready to install the electrical conduit they keep me in the loop on how they were going to run it and where the additional electrical boxes were going to be placed. Again I requested a minor change - Again No problem!! Everything looks good and it is a very neat and clean installation and aesthetically pleasing to the eye. I will tell you that I spoke to several other solar companies and did a lot of internet research. Nobody has a perfect record or company reviews because some people you just cannot please. After talking with and comparing companies I just felt that this company and Brian B. answered all of my questions in a professional and timely manor and I felt very comfortable dealing with them. I also liked the idea that they do their own installation with their own people and do not sub-contract the work out. This way if there is a problem you are only dealing with one (1) company - Vivint Solar! There was no pressure from them to make the sale and even thought I initially agreed and signed up with them I liked the idea that it was stated in writing that I could cancel the agreement at any time PRIOR to the start of installation without any penalty. My system is still not active but through no fault of Vivint Solar Co. The biggest hangup is the waiting time for your electrical supplier (PECO) to initially approve the installation, then you have to AGAIN wait for your local township/city AND PECO to come out and inspect the final installation prior to activation. This can take anywhere from 6-8 wks. for each of their approvals. Overall I am totally satisfied with their sales and installation team. AAA+++ Mike S.

Vivint Solar

The installers arrived late but they had a good reason for the delay. Jeffrey Simmons, the area manager did contact us regarding to the delay and he made sure that the system would be installed by the end of the day. When they got to the house they finished the job in no time. The installation went well and they explained everything before they left. Overall, we're happy with the installation and the entire process from the beginning to the end of the system being installed.