Sunrun Inc.

Waiting on final papers for weeks. NO DISCLOSURE. System is in.

My Goodleap loan docs and my final SUNRUN contract are not in balance. There is no disclosure attached to the final set of documents from SUNRUN. My salesman has been good to work with until now. No response from him to my many texts and emails. No response from our “SUNRUN guide” after emails. Things happen but don’t GHOST your customers. We are pretty understanding but why would I sign documents that don’t agree? I have been searching online for what State Organization to file a complaint with. I should not be making ANY loan payments until this is resolved. HELP!

Not ready for Prime Time

I'm really disappointed. My problem with the battery is not that it isn't "working"; it's that no one has really tried to explain or show me why it lost so much power right after it was installed and the system wasn't turned on. To go from 25% to 0 in the space of 5-6 days should not be normal. And then the other day the grid lost power and I watched it lose 1% in about 10 minutes with a nominal .4-.5 Kw load. I'm concerned that as time goes on it will get worse . Another problem, from my point of view, is that the design team got a FAIL on this installation. Telling me that the system should produce 5.85 Kwh ( assuming it to be a max figure ) when i've never seen anything above 3.8 or so at noon on a clear day says it's not performing to contract specs. This is reinforced by the fact that the system was sold as a way to produce enough power that i could "sell some back " to the grid. As it stands now, My average production is about 23Kw a day. At my current cost of .10 / Kw from my provider, that means it's producing about $69 worth of power /month. My bill is $143, and that will go up to $200 in a few months.... Another problem i have is that the design does not seem to take into account the roof slope on these panels. The west facing panels don't produce until the afternoon. I had no idea that they were this inefficient; that a bright day wasn't enough. Thus half my installation is useless in the morning. And there was/is room on the eastern side for more panels.....

Serious misrepresentation

I’ve had Sun Run since 2018. When I first signed on I was promised that 27 panels would provide 100% of my energy needs. When I paid the electric company in excess of $700 last year I started paying attention. I checked their statements for the past years and I noted for the past 2 years the system only generated 80% of the promised KWHs. The explanation from Sun Run was that they only guarantee 90% of the promised KWHs and pay a token amount for the balance. I think I got a check for $70 for one year and $40 for the other. When I complained, the representative told me this process is clearly spelled out in the contract. I feel Sun Run should have explained all this before I signed the contract. So buyer beware and read (and understand) the contract before signing. Aside from all these issues, installing solar panels was a very good decision.

Over a year since contract, system still not activated.

Decided to go solar as had been waiting for Tesla Roof to no avail. Saw SunRun integrated their system with Tesla Powerwall so decided to go this route. Signed contracts, including paying a discounted price for roof reshingling July 2021. They had roof and solar panels and electrical all installed by end of October. Then not able to get info ie a response on getting it activated. Occasionally I would get some boilerplate text message or email like “Hi! We’re working on getting your system started but are waiting to hear back from the town” etc. We’ve had a few projects done over the years and town building dept always comes out for an inspection within 48 hours of request. I called my town office and confirmed the problem was not on their end. The SunRun rep, not knowing I had done this, when I suggested I could call the town to see if it would help said “yes, maybe will work better if I call etc”. Was basically lying to me. Subsequently went through 4 different SunRun contact people assigned to me over the ensuing months. An inspection would be done finally and then they would need to come out to install something else that wasn’t done. Three times (Bullard outside, inside garage, and heat detector in garage). Now the inspections are done (I think) but the system is still not active on the grid. I remember getting CC emails from Eversource to SunRun asking about some Interconnect application that was outstanding (months ago). When I asked my agent he kept saying “don’t worry, not for you, it’s all set, etc.” Well now here we are. Despite all of this my first bill finally arrived throughout this whole ordeal. I have been out of the country and just returned to see it. One thing they are not tardy about— starting up collections calls precisely on day 28…

this company is getting worse

This is sad. I used to love this company. The first system they installed was in 2013 and it was nice work and a smooth process. Never had a problem. Because of a new electric car and finally getting AC we we added a second system a few months ago. This time with battery backup. At least that's what I thought. We just had the first power outage and it didn't work. The whole day without power, urgh! Also, they used screws without bothering to seal things up and now there is a leak in the ceiling. Never mind the ugly shiny silver brackets they used. When I complained they suggested I go up on the roof and paint them. I'm an older woman, I won't go up there. What finally ticked me off is that they just called to reschedule - again! - the technician that was supposed to come out for the leak.

Saving with SunRun Rent

After 1year of usage of the SunRun solar panels, I saved only $450 (35$ per month). When they sold me the contract they said that I will save a huge amount of money with them. Now, they said that they can do nothing about it. Even if they would add more panels it will not help me because the monthly payment will increase as well. So think twice if you really need their panels

Customer Care Line (UNSATISFACTORY) re: Appeasement Check

THE GOOD: From my initial sales consultation, to installation, to inspection was excellent. THE BAD: -- Getting in contact with scheduling coordinator was difficult. Salesperson informed me that scheduling coordinator will be contacting me...it took approximately 30 days to get in contact with coordinator. THE UGLY: -- Upon solar installation and approved inspection, the "interconnection" team was incapable/incompetent to connect my solar system to the electric company. It was a 2 month delay from installation to having my solar panels up and running. If I did not make multiple calls every 2-3 days, then this company would not know about my issues. -- SunRun customer care is UNSATISFACTORY. When calling the number, you speak to a different customer service representative (out of country call center), who reads a screen and politely informs you that he/she will look into the problem and return your call within 2-3 days....NO! They do not. I have made 4x calls, speaking to a different person each time -- these call centers are reading a screen and take no action. FINAL THOUGHT: "Would I recommend SunRun ?" ...No, because of their poor customer service (customer care center) AND LACK OF FOLLOW-UP. (Sales and installation team were excellent). ** Recommend another company....When my family, friends, and neighbors ask about SunRun, I inform them that there are several solar companies to choose from. Read the reviews, speak to your neighbors and friends, and get at least 3-4x estimates. Knowing what I know now (and experienced)...I would have selected another company.

Incredibly poor customer service post-installation

I contracted with SunRun through Costco. I thought Costco would only work with a company that had excellent customer support. All went well with sales and installation but I have received incredibly poor customer service since installation. It is now five months since my solar panels went live and I am saving money on my utility bills. That's good! However, my utility company has still not received the post-installation documents from SunRun that will release the rebate. I have tried emailing and calling my project manager several times and weeks go by between responses. I'm told they are "working on it." I have expended WAY too much time and energy trying to get SunRun to follow through on a process that should be done promptly and automatically. I was also told I would be contacted post-installation and someone would walk me through an orientation of how my system works. That hasn't happened either. I should've believed the one star reviews and gone with a different solar company. I gave one star for sales, one star for saving me some money as promised, and zero stars for customer service.

Non-responsive customer service

My solar system which is leased under a performance guarantee is not completely working. 4 panels are off line and i can't seem to get any response from Sunrun. A service man came out a few months ago and said they needed to get some parts. Since then I have been totally ghosted. Every time i reach out I get the "we will get back with you in 3 days" but no one ever calls back and I have no way to fix the system myself.

Horrible Customer Service

Contact Better Business Bureau with your complaints! Waiting 6 months plus for installation of a Bright Box and additional solar panels. Plans were approved by me, Sunrun and PGE came out to give their go ahead. NOW, silence. No one knows what status is. My Project Manager Angela Maminta went silent. No phone calls, emails, nothing. Contacting SunRun Customer Care doesn't work, I've been doing that for months. They just push off on someone else and they sound like a broken record. I can already anticipate what they will say when I call. Same old lies. SunRun, please don't respond by saying to call or email Customer Care, because they don't really Care.

After 5 months the system is still not turned on.

We chose Sunrun because we didn't have to buy a system, best option for us as we didn't have to purchase the system. It has been 5 months and still no final connection due to stucco repair where panel was installed. I don't like paying $7-800 SCE bills. Very little follow up with sales or local office. I hope service is better when something breaks because it will eventually.

Very Discussed

We like our solar but.....we have been with Vivint since 2018....the first year our true-up bill was over $500...they said give it time..it will equal out...in 2020 our true-up bill more than doubled, so we contacted our representative and it was decided that we needed to add more panels, so in August of 2020 we signed a contract for additional panels. The panels were installed by a very competent man. He moved what needed to be moved due to new regulations, took photos and said they should be turned on soon. Between then and August 2021 there have been 6-7 different representatives from Vivint stating that they need to move things due to regulations but when they checked everything measures exactly where it needs to be so each one of them have taken more photos and resubmitted them assuring us that everything is good to go. We recently received our true-up bill and because after a year, the panels were not turned on...the true-up bill is now over $2000. When we received the true-up bill we went to the Vivint office in Bakersfield, they are NOT allowing customers inside so a gentleman stood outside with us and we explained the situation to him...he took a picture of the true-up bill....agreed that this should not be our responsibility since the panels have not been activated and he would get back to us (he has not contacted us or responded to voice mail messages or text messages at all. We have spent countless hours over the past year on the phone with a number of people repeating the story over and over again. A representative stopped by in mid August...said he was just doing a random check to see how people in the area like their solar....again the whole story was told to him...he seemed to be concerned with what was going on. Low and behold on August 27, 2021 our panels were activated. We have been on the phone with customer service trying to get compensated for our true-up bill...everyone we talked to says it is Vivint's mistake, but now since Vivint is Sunrun...we are getting the runaround saying it is Vivint's responsibility and Vivint is saying it is Sunrun's since they have acquired Vivint. We spoke to them last Friday Sept 10, 2021 and it was assigned a case number and put in as a priority, we were told someone would reach out to us in 24-48 hours....we have heard nothing...we called today September 16, 2021 and were told a Case Manager has not yet been assigned and we should check back next week. We are so frustrated.....this has gone on way to long.....is it time to take legal action???? Are they in breach of contract????

Customer service

The sake and installation was great. The service is pathetic. We need a new roof. All paperwork approved by insurance. Panels have to be removed and you have to sign their contact all in their favor. The do not return emails or phone calls to schedule. My other contractors are waiting!!

SunRun has a "Customer NO Service Department"

The system they installed is working perfectly. In installing the panels SunRun removed a vent turbine, failed to replace it and is giving me the runaround instead of sending on of their crew to spend 5 to 10 minutes to place it on its roof mount and SCREW it in place. It seems that everyone in the so called C/S department has reached their level of incompetency.

Go with Tesla instead. Slow process and lack of communication

Horrible customer service and project management. You have to pull out information constantly and months go without any movement on the project. You don’t know why there are delays or issues. There are things that they require that if they were organized could have gotten the ball rolling instead or waiting for one delay after the other. For example, oh we didn’t know the city changed a rule so permits must all be resubmitted, oh now we need the tree trimmed, oh now we need an electrician. Why weren’t all of these known from the beginning during the assessment, planned and scheduled accordingly. We started the process May 2021 still no real progress mid August 2021. My brother inquired with Tesla mid July 2021. Got his panels installed 8/12/2021. Similar house size, energy requirement, panels and power walls. I went with Sun Run because of Costco but now I wish I had gone straight to Tesla. They also offered competitive rates and incentives.

System is dead again

Keeps blowing fuses. Wires are charred and Sunrun says it is operating normally

Started out great and saved $$. Transferring was terrible

Buying was good and did save money. Sold house and transferring their system was a mess. Making several calls and emails to send paperwork they requested. They were extremely slow with their paperwork back to us and finally got it to the title company after the closing, which added at least a week of me paying for new owners solar.

Horrible Customer Service

I have been Vivint customer for over 3 years. However, this is my first horrible experience with them. Their sales and installation people and tech service personnel are excellent; I would definitely rate a 10. The Customer Service Reps are the worst I have ever seen, definitely rate a 0. Since December 2020 I have been trying to receive the referral fee they so often tout on their website and ads indicating should receive in 4-6 weeks. It has now been over 3 months. I cannot get a straight answer from anyone on the phone and am told that it is in the works. I have sent letters and emails to the Help line but have never even received a return phone call, email or letter from them. Vivint has much to learn about customer service. Since this experience, I would definitely not recommend Vivint to anyone just because they do not respond to customer service questions/comments. Because of customer service, I have to give them a low rating of 2 stars. However, if I had to rate sales, tech support and installation I would give them 5 stars.

Overall bad service

I chose you guys because it is the same company as my home security. It was nearly impossible to contact anyone for updates and what I was told would be a 4-6 week process took almost 6 months. Also the install crew messed something up while wiring causing my outlets to begin to arc and blow. Had to call an electrician in order to fix their mistake.

Computation of solar panels poor; customer service never helps

Met rep at Home Depot; Sales lady was great and assured me they would save money using them instead of APS

Faulty Equipment

Had my Sun Run system for nearly 10 years now. No issues until May of 2020 and June 2020. According to the tech, there was faulty wire to panels connections which caused my NEM charges to go up 6 times of the normal average for both months. My plan is a pre-paid lease. These faulty panel connections for 2 months cost me at least $700.00. Whose the responsible party in this situation?

Over charge

My Edison bill for Tier 1 @ $.19 and Tier 2 @ $.26 but Sunrun is charging flat rate @ $.29 which is 35% higher than Tier 1.

Misled

We were told there were absolutely no “true ups”. I have that in writing And lately that is all I am hearing about from Vivint. I was told there were no more tax benefits for purchasing a unit and that wasn’t right. I actually thought there was set payments and thought we were looking at the contract on the sales persons tablet with the monthly amounts or I wouldn’t have went with it. The actual contract didn’t come til after the fact. Our unit just barely started and it seems it was turned off instead of on after it was approved and looks like one day didn’t work whole day or was stopped from working the whole day. Can’t really know what’s going on there as though we started in feb. it just started working this last week so I can’t say what is happening there. Everyone is very courteous , I just don’t like being mislead.

Many promises not kept

I switched to Sunrun solar last year and ever since the installation inverter one of the two has been showing Error message and not generating any electricity. I have had their technicians come by multiple times just to reset the unit and it works for a couple of days and again shows the Error message.They know about the problem and they were suppose to come by over the last month to change some components but they haven't showed up. Since I signed up as a Costco member I trusted that Costco had trusted this vendor and therefore I signed a 30 year contract with them. I will be echoing my dissatisfaction and complain to Costco as well as BBB and Connecticut department of energy.

Vivint solar not recommended

Jered Ray the sales rep of Vivint solar has not been honest with me at all. He told my solar bill would save me money. It is going on 3 months now and still my bill is more than last year every month. I don`t believe I can recommend Vivint solar.