Sunrun Inc.

The salesmen was great and the installation was smooth BUT when there was an extended outage the system did not perform as advertised. Sunrun says it’s been fixed but there’s really no way of telling if that’s true until the next extended outage.

Considering the fact this whole process started back in July and now it’s November and we still have not been allowed to start using the solar panels that have been installed I’m more than disappointed. I’m tired of hearing that the company is waiting for the government to approve the incentives. The inspection was completed in August. In September we were told Sun Run was waiting to secure the Permission to Operate. Again here it is November and we’re still waiting.

Still not connected

The installers did not make the conduit to the box long enough and PGE failed the install. It has been at least two weeks and Sunrun has not fixed the problem resulting in a delay to getting connected.

Communication

My sunrun rep was awesome always communicating with every question and updating prior to installation. Installers was awesome, very good job!. Unfortunately trying to contact someone after installation is terrible. No one returns my emails or calls. That's your company's problem, no one calls or emails back . I've been trying to figure out how to connect my phone tesla app to monitor system and no one gets back to me. I tell everyone you is interested in PV everything i experience

It's ok

If you're not paying electricity you still have to pay sunrun for the system! I think the rate for the system could be less but hey!

Amazing to fizzle

Sunrun has an amazing sales team, installation team and it ends there. Once our panels were installed and I had questions about my monthly bills that where the customer service fizzled out. The amazing people that I spoke to in the beginning no longer existed. I received email responses like oh you need to reach out to your power company. It’s not us. I wanted to know exactly how I would see a difference in how much I would pay for Power versus now solar. I was sold on oh your bill will be almost nothing. Almost nothing is not true in the summer months. I am waiting to see what the fall and winter months bring. I feel horrible that I encouraged a family member to work with the company and I’m praying that they don’t have issues like I have. I ended up calling my power company, and they were definitely more helpful, which was very surprising.

Ok job

They installed the panels with in a week but it has been two months and they can’t get pg&e to go and connect to the meter if I had the choice to do it again I would go with sun nova

Installed Battery is NOT under Your Control

If you select to install battery with the system, be aware that the battery will not kick in when your house have outages because the battery is under PG&E control and it only feeds the grid for PG&E benefits. This has been a battle for me with Sunrun for many months now.

Mixed

My sales rep is wonderful. He really took the extra time required to explain things to me and get me to understand them. He walked me through the process step by step. I was very frustrated with the lack of communication with anyone other than him in this company. When he was away and I had some issues I was not able to get any help at all despite pleas for someone to call me. Overall, I'm glad that we went and went solar think it was a good long-term decision but I certainly could have done without the frustration and the lack of good customer service when my rep was not available.

Sunrun had a few mistakes

finally, we have solar power. we have a few setbacks by Smud and Sunrun.

Performance of the system is lacking

The presales side of the transaction was smooth. System was installed as promised at the price agreed upon. However the post sales side hasn't been up to par when it comes to support. Our solar system has been down (4) times now and it's been less than a year since installation. This concerns me because I'm stuck with a huge power bill when the system isn't operational. Now they can't send a tech out in a timely manner to troubleshoot the issue. Our system has been down since 08/09/2023 and the soonest they can dispatch a tech is 09/28/2023! This just isn't good service. And, the reliability of the components they specified for this installation concern me. The installation is clean.

After removal and replacement

For a reroofing project it took me noticing a drop in performance after 2 1/2 months and notifying SunRun of the drop. It then took SunRun another 3 weeks to send a repairman out who found 70% of the system not working properly. He could only fix half of the problem and said I would have to contact SunRun to send a different repair crew out. When I contacted them about repairing the remaining fault they said the soonest they could get a crew out was another 3 weeks. So they are still bugging me about the removal for the replacement even though the system isn’t working properly and are collecting the monthly payment’s when the system isn’t working properly because of their people that removed and replaced the system. So in final customer service leaves much to be desired.

INSTALLERS foreman never gave a installation status, installed.

Sales personnel very informative

Panels in my name, but they'll only talk to my husband

We have had our panels for well over a year. They're great. But we needed to adjust our auto payment source, and when I tried to do that.... As the person whose name is ON the account, I was told "we need a certified letter stating that we are allowed to talk to you about this account". It's in MY name. The entire HOUSE is in my name. I'm a woman. They will only contact and speak with my husband. I give the account number, I give my name, they won't speak to me. And they probably won't post this review because it's not coming from my husband. What 1950's time warp is going on here!?

System was working well for first few years then quit working.

Told that sunrun monitored system but apparently not. So far have refused to compensate for six months of no function. Said would call to discuss but no response after three weeks.

Connection issuw

My panels were installed on Ma thg 8 and still have not been inspected or activated by SCE! J think 2 months wait time is excessive. The wonderful gentleman Jared that I had been dealing with was moved to another area. His replacement has never contacted me. I want my panels activated!!!

Ups and Downs

My experience was a mixture of pleasant exchanges with a sales rep, frustrating experiences with the electrical vendor, being given an initial install appointment without my input, and litter left in my yard by the install team.

They were good but I was very upset when they left. On almost ev

They were good but I was very upset when they left because every single panel has foot prints on it. They should of cleaned them before installing the next one. It’s like buying a new car and it’s not cleaned before you pick it up very disappointing.

they are a good co,but cost more then thought it would

thought is a good idea, to save money with ever thing costing so much money for all! seemed like a great thing at the time!

Vivant Agents lied about Solar Solar Batterys

When we were in negotiations to get solar, we told the agent that our primary need from solar was to insure that we had power for our refrigerators, freezers, and cpaps during a blackout. While we were told that our solar system would be connected to Rocky Mountain Power and that when their power grid went down that we would lose power, we were told that sometime in the near future we'd be able to purchase a solar battery to allow us to store power and that we would be able to install a unit that would allow us to maintain our power when the main power failed. Now, I learned that was false. While it is possible to install a unit that allows power to shift to backup home solar instantaneously when Rocky Mountain Power fails, Vivant Agents now inform me that the only sell their solar batteries to new customers and that Rocky Mountain does not let them install a switch that would allow a solar battery to powerbour appliances duringba power outage. They claim that Rocky Mountain Power prevents us from using our solar in the manner It was promised. I am confident that Rocky Mountain Power would claim that Vivant Solar is responsible. We are disappointed and very angry.

Transfer of contract was a mess!!!!!

Install and service was awesome! As soon as we started the transfer it turned in to a mess. If you sell the house and you get Vanessa Morariu as your transfer agent ask for someone else. I emailed her to ask her a question on my last bill, it’s been 72 hours and still no answer. I had to call customer service and wait for I’ve one hour to be helped. On my new house I’ll be looking at different Solar company’s.

FYI they don't clean them

When selling us our panels 2 years ago our rep promised that they do all the maintenance on the panels including cleaning (we specifically asked because we live in a dry, dusty area). Today when I tried to arrange cleaning I was told this is not a service provided. Our panels are visibly caked with dirt, our production numbers suggest they aren't functioning their best.

Not a happy customer, Misled information given

We purchase our System in 2018 has been working fine but my last 2 electricity bills have added up to $700. Checked my sunrun account and notice that for the last 3 months there's no activity recorded. Called customer service and was told that because we purchased the equipment they don't monitor the activity which is incorrect because we were specifically told by our sales representative when in the process of purchasing, that it would always be monitored as long as it's under warranty. We were told that a technician would be out to our property within 3 to 5 business days to check out the system and during this time there's still no activity noted. Called our sales representative, who knows if I still employed with your company because he has not returned our emails or calls. It is very upsetting and frustrating when you're being sold the product and are told of what is to be expected and then a year or 2 later it's not what you were told.

Stuck in a lease

Stuck in a lease. Was told every year price to buy will go down 5% but thats not the case. System generates less then promised. Sales visited, inspected roof and said, i need to fix roof !!!! Tje App od a POS i cant get realtime usage because i lease. Its less then 80% of usage so i need more panels and the sales calls me 6am pst. Even after they were told to call after 11am pst. Initially the sales person who promised perks, left job and vivimt will not honor the deal he promised. When called them about less KWH generation then promised, they said your panels r working fine may be the sun time is less because of climate change and you need to buy or lease more pnls. I recomend to go with local company with good customer service.