Sunrun Inc.

No show no call from installers nor their supervisor

I have been waiting for 2 months for you guys to make an installation date for me and now I've been waiting for six and a half hours without a no-show or no call from your supervisor or the installers I have called three different times and waiting up to an hour to get through to somebody and all you guys can tell me is to leave my house and leave my door open so they can come and do other things while I have dogs in the backyard I cant believe that my other alternative according to the intsallation supervisor viayour associates is to get another install date.

Huge holes in my Stile roofing filling with debris-causing leaks

I had my solar installed about 3.5 years ago. Production is fine, however, when they cut very large holes in my S tile roofing to support the solar panels they left the holes uncovered and unprotected. Prior to the panels being installed the roof was leak free. Plus Sunrun inspected the roof and approved of the installation. When I asked the installers at the time I was told this would not be a problem as the flashing under the tile was sufficient. Last year I noticed my first leak and even Sunrun confirmed there was a buildup of leaves and debris. They gave me the runaround and now this year I have TWO leaks! Another Sunrun inspector has come out and confirmed the debris build up. The bottom line is that the installers failed to seal the roof penetrations! Numerous roofers have confirmed the problem -- the oak trees nearby blowing twigs, pollen, leaves and debris being blown into the holes!! I am VERY disappointed at their lack of follow through. So like I need to file a complaint with the State Contractors Board and a Court action. Also I will be contacting people at Costo -- they need to be aware of the Sunrun's lack of customer service.

Very limited Warrenty

I moved in 7/28/17 they sold me the contract door to door as they were going thru the new development, I wish I didn’t go with the first company. Not happy with maintaining my solar the equipment main board had to be replaced within the first 2years. There were other issues but they won’t cover the problem. I gave it two stars only because it collects energy but makes a lot of noise doing it ....

Shady, greedy, lying salesman and useless customer service reps

The system itself is OK but the personnel supporting it are useless. Not to mention our lying, shady salesman. I was the first on my block to have the system installed and as a long term homeowner in our development (of over 700 homes) my neighbors will often come to me for advice. My salesman Zach Allred asked me to help him convince my neighbors to go with solar and that I would get a $500 gift card for anyone who did. I spoke with my next door neighbor about it and he was skeptical but cautiously considering it. His issue was that he would have to re-roof, which for him was a complete tear off. I continued to work on him extolling the virtues of my system. Zach had stopped in again and he and my neighbor and I had a conversation where I again told my neighbor that the work he needed to do on his roof would be well worth it. He agreed and signed the contract. I know that the $500 isn't issued until the system is commissioned so I waited until he was up and running and then reached out to Zach, who conveniently had no recollection of our conversations, including the one with the 3 of us. We texted back and forth a couple of times and then he went dead silent on me. I contacted customer service who asked for the details which I sent in writing and they told me they would get back to me in 2-3 business days. 3 weeks later I followed up and wouldn't you know it- they lost my paperwork. So I resent it and Maria said she would ensure that someone would contact me in 2-3 business days. 3 weeks later I followed up again and I was told they were still working on it and someone would....you guessed it, get back to me in 2-3 business days. Surprisingly, that didn't happen. I sent an email to customer service and Maria who I'd spoken with before, and gave them a week to get this resolved and never heard back from anyone. I know people who work for both Trinity and Momentum and would absolutely recommend going with either of those companies over VIVINT. I would never recommend VIVINT to anyone. All they're looking for is for you to sign the contract and then customer support is non- existent. Please avoid VIVINT like the plague- look at their reviews, it's the same story most reviewers tell. Learn from my experience.

Be careful what they promise

From the get go I was unsure if I should purchase more panels and have extras as the possibility of adding a jacuzzi or electric car we’re ideas in the future. The salesman reassured me not to worry about this as I could contact them to come out and add additional panels to the system obviously at an additional cost. Getting closer to the purchase of the car I contacted them to look into a quote and they informed me that one of the major selling points I was sold on was a bold faced lie. I cannot add additional panels to my system and would now have to purchase and addition full system with a minimum of 10 extra panels. Be careful what you are told with this company to get a quick sale in and ensure it is true. Very disappointed in what I thought was a solid company.

Payment policy

Limited options to pay the monthly bill is VERY FRUSTRATING. I would not have agreed to installing the panels if i had known up front that I'd be charged extra if i DON'T use auto-pay. For me its a personal deal breaker. I don't like any company automatically taking money out of my account and NOT given any other options to pay without being CHARGED ECTRA. I prefer controlling ANY funds going out of my account. Sunrun takes away my comfort. Savings is great except when my comfort is disrupted.

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.

Poor Training/Poor Client Service

I decided to have Vivant do our installation after meeting with 2 other companies, there would be no cost and they take the energy credit. The installation period was long and tedious. I ended up doing the leg work with the county permits as this was lingering for MONTHS! Even when approval was done it was weeks before they came to install. We also had an older roof and it was something I had specifically discussed with the rep when we decided to go with Vivant and he said they would remove and store the panels at no cost. 3 years later we needed to replace the roof, which the roofing company couldn't believe they did the install on a roof as old as ours and with is condition, Vivant wanted to charge us $100 per panel to remove and reinstall. It wasn't "written" in my contract and they would not honor what I had been told when we allowed Vivint to do our panels. When the gentlemen came to remove the panels I discussed my concern for the leaves which were accumulating under the panels holding water and freezing in winter, I asked why there was no protection from this considering I have a huge Silver Maple next to one side of my house. The installer told me they have guards which go around the panels and they are now using them. Here I am again with a team of installers here to put the new panels back on and I ask about the guards they are to install. They tell me they have them at Vivint but they are not installing them on my roof. I call Vivant to see what the deal is and of course they have them for a fee! Another misrepresentation of their company! I didn't bother "arguing" with the customer service rep, no point since "I dont have it in the contract". Buyers beware, they nickle and dime you, the installers tell you one thing then the customer service tells you another. Even when they came to remove the panels for the new roof, the customer service rep said they leave the brackets, another rep said they remove them. There is no consistency and they certainly dont keep their word! Make sure every detail is "in your contract" and try to foresee any problems that might need to be "in the contract"! I would have chosen another company and will ride out my contract and resume services elsewhere! This company has no integrity! PLEASE NOTE my rating is not based on any of the installers! They were great, courteous and professional, but I believe them to be uniformed on products and what is included in the installation due to lack of training provided my upper level management. Same for customer service reps when you call for assistance. I have been told different things by different reps and again once you talk to management, "its not in the contract"!!

Bad start

Had a PPA installed. Equipment looks great. I thought the install went well until I got the ok to turn on. Only waited 40 days from install to power up, which was great. However, turned up system about ten days ago and did not actually work. Called in and got the worst customer service, scheduled a technician, tech never showed. Called in again and they said it wasn't producing because it was cloudy, informed then it's been sunny and I'm 80s. Anyway, still not working and waiting for company to repair.

Worthless Warranty

I contracted with Sunrun through Solar Universe about 3 years ago. They guaranteed my roof was okay before they installed the Solar system. Once installed we had very little rain. in year 3 (2017), the rain came and we had a number of leaks where the installer put the system. I called their installer and Sunrun and it took 5 months to get them to even respond. They both indicated it was not their installation. After realizing that my roof needed to be fixed one way or another, I had to pay Sunrun to take the Solar System off and re-install it for a whopping bill of over $3,000.00. This cost pushed out my breakeven to around 10 years and I would not do it again.

Terrible Follow Through and Communication

Vivint left several broken tiles all over our roof, around and under the panels that were installed. There are areas of our roof that were completely exposed and we ended up having a major leak. Vivint was able to send out a repair crew to patch the leak and ceiling inside the house, but it has now been 5 months of no resolution with our roof. They've sent several contractors to asses the damage, but no one has been approved to make the repair. Every time I hear from our customer service representative, it's in response to an update that I am requesting instead of proactively keeping me posted on any progress or effort that is being made. When I sent a message expressing my dissatisfaction and requesting firm information the response I received was "Thanks... I'll check on that again for you" that was last Thursday, it is now Wednesday (almost another week gone by) and I haven't heard anything from Vivint. Though I appreciate that they sound like they are willing to make the repairs, the process has taken way more time than anything like this should take and also taking way too much of my own effort making sure the repair is getting done and on track.

High Summer Energy Bill

I was receiving a 170.00 Peco bill every month and I am on a budget plan. We pay same amount and after 6 months they review and the bill either goes up or down. I now have the solar panels on my roof and was figuring my bill will be cheaper. They are not I am paying Peco and Vivant and as the summer goes along my bill from vivant is 55.00 1st month now 77.00 this month. I call Vivant and I am told it goes by how much power you generate not how much power you use. Seems a little backwards to me I am producing a lot of electricity so you are selling a lot more to Peco and I am paying me too does not make sense. I was told you were told this upfront. That is a lie nobody said anything about that I was told 4-5 cents per kilowatt I was going to save. I am told that winter months my bill will be cheaper because I will be generating less. I will be using more electric because it will be cold. Not only are you charging me more money then I am paying you are making tons of money selling to Peco. I am going to whatever I can maybe get a lawyer to see what can be done about this. Now we are in July cant wait to see what this bill is 111.00 and still have August and September. Makes no sense on generating versus using electric. How am I saving 5 cents per kilowatt when I am billed on generating electric. 1st thing is I should get it for nothing because you are using my home as a staging area to sell energy to Peco. Big scam. Buyer beware.

Shop around and you'll likely do better

The salesperson wash pushy and repeatedly referred to Vivint as "not some fly-by-night company." That should have been the red flag that stopped me from going with Vivint, but I trusted the salesperson and, as I would not be paying for anything until the panels produced electricity, I figured I didn't have anything to lose. The installation occurred a week ahead of schedule and unannounced. "Oh, well we figured we could just do it early." I agreed since I happened to be home that day anyway. The installation did not go as planned. The electrician told me one thing, and, either through a misunderstanding or his failure to proceed as he had told me, the hardware went up on my roof in a way that I did not like and felt I had not agreed to. The electrician wouldn't fix it when I pointed it out. "Oh, you'll have to take that up with the home office." I did. It took around 8 months to get that fixed. I called and got no answer from Vivint or the reps for months. When, again--8 months later, the issue was resolved, it was only partly resolved, and the tech who came out to do the fix literally laughed at me when I told him I wasn't happy with what he had done because that is not what his supervisor had said would be done. There was a lot of other prep that needed to happen in between the installation and when my system went live. The sales rep had said three months. It ended up being about 8. The wire to the box on the outside of my home was installed incorrectly. I had techs coming to do the same work multiple times on the same day (a grounding rod install, for instance) and telling me I was wrong and that the other tech hadn't done what I had seen him do. For instance, I saw a tech pound a 6 foot rod into the ground outside my house, and then another tech first called to tell me he was coming to do it, ignoring me when I said it had been done, then telling me I was wrong again in person, and only agreeing it had been done after he had seen the rod, the wire leading to it, and calling the office. No apology. Miscommunication at it's finest. Energy savings have been nominal at best, though I had expected as much. The sales rep, subsequent to my system *finally* going online, insisted that I was saving money. I may be saving money over what I might have paid to the electric company otherwise, but it doesn't look like it's much. I'm spending about the same amount as I was prior to going solar. That's not a huge deal--I did this mostly because I wanted to decrease our home's carbon footprint. The big deal is the insistence by the sales rep that I'm actually saving money when I am paying the same amount or more than what I did previously per kilowatt-hour. *And* Vivint's rate only goes up every year. It's been more than two years since the install. I am still finding the chopped off ends of black zip ties from where the installation techs let them fall. Professional. So, looking back, the headache from Vivint's refusal to work with me after the installation, the poor customer service, the incorrect installation, the mess I'm still cleaning up, the 8 months I had to wait until the system was turned on, and the lack of any appreciable savings and prospect of not ever seeing any savings in the future all make me think that I should have done more than just check out a few companies and go with the best offer.

Big mistake

paperwork was submitted to both town and jcp&l slowly. There is a 15$ PER Month extra charge (was never mentioned before we received our first bill) if you do not agree to automatic deduction from bank acct. After we pay Sunrun every month, then pay JCP&L their fee, we are now paying MORE per month for utilities! Very regrettable decision to do this installation

Be aware

Before you sign a contract with Vivint Solar, read the small print! We had the panels installed in 2014. All was going well until we tried to do a refi on our home. Our credit union requested Vivint sign a form saying that the Credit Union would be first position on the lien list for the property. No problem we thought since Vivint has no lien on the property. We were wrong! I won't go into all of the legal stuff, but the only way we could get our refi is to buy the panels, at around 38,000. So before you sign that contract, READ the small print.

Don't try and move. You're going get screwed

The service was fine while I was there. Now the problem happens when you have to move. You may not think that you will someday have to. I'm in the process of moving. I been out for nearly six months now and I have to still pay for services. I just found out that a transfer letter was emailed to me even though I was never told. Ok, now once I get the equipment transferred to the new buyer then I'm in the clear. Here's the kicker. If the buyer doesn't want the equipment. You have pay for it. Outright. Make sure you pay attention to that contract people. Don't make the mistakes I have.

Not impressed

I am at the end of the process with Vivint solar. It has taken significantly longer than expected, we were estimated to be live in Aug or Sept. during the process the electrician changing my panel blew out my pool panel. I was unable to verify it because there was a storm that coincided. (I do know that he voided my warranty on the expensive pool breakers) However I was stuck with a $2,000 repair bill. Even beyond that the processes has been slow and difficult. I would NOT recommend doing business with Vivint.

Smoke and Mirrors

I wish I had read the reviews before I had our panels installed last year. The process from the Rep coming to our door to the install was a piece of cake. Even the first few months of the panels working was great. Then I received a bill for $508 for the last billing period! Most of that month was with sunshine too. I called the service people. And called. And called. Still waiting for a call back after 3 weeks. This bill was higher than my bills to Pepco have ever been. But try getting someone on the phone to fix the bill let alone fix THEIR panel [I was told one wasn't working when I called]. So buyer beware is right- it's all smoke and mirrors!

Incorrect Billing

May of 2016 the solar panels were installed. There was a leak in the garage area and on July 21st , they came to take down all the solar panels. Someone came to fix the garage ceiling as it was damaged. No one called to tell me as to when they were going to put it back. I decided to call myself and found it that the schedule for me would be Sept. 14. I called everyone who would listen to check if it could be sooner so I could have electricity saved.No one was able to help me. They did not care anymore as all the paper work was done including the city inspection. On Sept. 8, I get an e-mail that I owe $24.96 to them. They went with their schedule. A meter was placed outside for us to be turned once they were done with putting back the solar panels. I tried contacting them by phone for 3 days and most often I was on hold for a half hour. Once I was able to talk to someone and would straighten it out and I am still waiting for a call back. You see I can't answer their e-mail because it can't be done. The salesman was able to talk me into having the money I owe them be taken automatically from my bank account. But when I received their e-mail that I owe them before the panel was put in , I decided to cancel the account since no one paid me any attention. I have gotten more e-mails for the money I owe them. Al I want now is for them to send me an e-mail to where I can send the payment as I'll do it myself thru my account.

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?

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!

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.

Terrible Transfer

Getting the solar and using the solar was easy and efficient. Transferring the solar has been an absolutely NIGHTMARE. I have called four times in the last week. Customer service reps keep telling me "something is up with transfers" but no one will help. They did not file all my paperwork after I sold my house, so I called to get an update. Then, I sent in the "missing" paperwork, which I had signed previously, and have not heard from them in a week. I have emailed three different people three different times each. I have called twice. I am currently on hold at 45 minutes with no sign of actually speaking to anyone this hour. Whoever is responsible for this despicable debacle should be fired. If I could go back, knowing what I know now, I would have NEVER done business with them. All is well until you move. Then, you're screwed. I REPEAT, DO NOT WORK WITH VIVINT. DO NOT.

Terrible Repair Service

After installation support has been terrible. I have had service problems since Aug 2015 and am still trying to have the issue repaired. Once they finally decided they needed and electrician (Dec 2015) and ordered a noise suppression part (Jan 2016) which did not arrive until May 2016 the electrician does not show up on May 18, 2016 as previously reserved. Now lets see if he shows up on 5/24/2016!