Sunrun Inc.

I wouldn't recommend Sunrun to my worst enemy

My solar was installed a little less than 2 years ago and I purchased it through Costco because they are known to have reputable vendors and products. Installing solar wasn't going to save me a single penny but I figured I was at least doing my part by using a natural resource. Well in reality all I'm doing is putting money in other peoples pockets i.e sunrun and the power company, especially since I have to sell my unused solar to my power company at a HIGHLY discounted rate and then buy it back at full price if I need it. My system hasn't been working for THREE months!! These 3 months just happened to be the months I produce and use the most energy. I have called, emailed, and chatted through the app and NOBODY can give me answers other than they're waiting on a part to come in and I'll be contacted in the next couple of days, well it's been 3 months and I haven't been contacted ONCE! Once you're locked into that 20 year contract Sunrun can careless about you. Do your research, read reviews, and buyer be beware. This company is a scam and a cash grab as far as I'm concerned. BEST part though, I have several family members and friends who work at Costco and have Sunrun on their own homes that have turned several members off from purchasing solar through Sunrun, and will continue to do so until they treat their contracted customers as well as they treat potential customers.

Bait & Switch

A Vivint representative came to our house, selling the panels. He talked up Vivint’s experience and customer support (including an app that we could use to monitor our system’s performance). We elected to purchase the panels rather than lease. The install was immediately sub-contracted to Empire Solar Group. Install went well, but I had to coordinate the city inspection afterward (Empire never bothered to call the city). Now, we’ve been waiting 5+ weeks just for a status update from Empire Solar Group. I confirmed with my electric utility that Empire has one step to do before I can turn my panels on, but no one will tell me when that might happen. I called Vivint, but they told me there’s nothing they can do as they are not the solar provider. So, we’re left paying for panels (just one payment so far) that have not been activated, from an unresponsive company that does not appear to offer any of the support the Vivint rep sold us on.

AVOID At ALL COST

They screwed up construction, they screwed up city inspection, equipment is defective, their customer service is awful or non existent. They are scam artist.

DO NOT SIGN A VIVINT SOLAR LEASE

I signed a Vivint solar panel lease a year ago. I was promised a lease that would cover %110 of my electricity usage for the entire year at signing the lease- extra to cover our electric vehicle needs. I have received an electric bill EVERY MONTH from PG&E- nearing $500/month in the winter. Now I have a true up in excess of $1500 due to PG&E in addition to the thousands of dollars I have paid to them over the past year in electricity charges. I have been trying to get this resolved with VIVINT over the past year. It is impossible to get a straight answer from customer service, a new person emails you every time with nonsensical excuses including "you were home more during the pandemic". I am a frontline healthcare worker and have been working in the hospital more than ever before during this pandemic. I was told by PG&E that my system is underproducing significantly, this was confirmed by the Vivint rep who checked it out but was told there was nothing to be done about it. They lie to you to get you to sign the contract then leave you paying MUCH MORE than you were paying before and the contract is for 20 years. My lease is $110 per month and goes up every year. DO NOT SIGN A VIVINT SOLAR LEASE. In addition to the TERRIBLE customer service and outright lies about production the contractors who stabilized my roof left 2 empty bottles of vodka in my attic (which they suggested came from a family member or a child of mine- my son is 8 years old). So in addition to the thousands of dollars that I have wasted on this system, I can no longer trust the integrity of my home. I have never left a review about a company before and intend to leave a negative review of this company on every available site to make sure that no one else has this experience. DO NOT SIGN A VIVINT SOLAR LEASE.

Worst Costumer service!!

LOOK ELSEWHERE!! DON'T EVEN GIVE THIS COMPANY A CALL OR A CHANCE TO TALK TO YOU! Worst customer service. If I could, I would have them take their solar panels back because its just not worth the headache. My problem with this company goes all the way back from 1-2 years ago. The installation process was great, no problems at all. We were happy with the service in the beginning. Problem started when we received our true app bill from PGE. The bill was around $1400. I thought this was a little too much. Someone from Vivint called me and asked me if I was happy with the service and if there were any complains. I told him (don't remember his name but I have his email) what my true app bill was and he asked me to send him copies of the bill. He said that it shouldn't be that high and that he would look into it and see if vivint can help me out. A year goes by and nothing, didn't hear anything from anyone at vivint. About 3-4 months ago, got another call from a Hunter McFall regarding the same issue, true app bill still around $1400. I sent him copies of my PGE bill like last time. NO reply saying he got it so I sent it to him again. Again NO reply. Sent him a couple of email and still no reply. No reply at all to this day. Fast forward to 2 weeks ago when I called Vivint for a bird problems because birds are living under my panels and pooping all over my roof and backyard. I asked them for help and they said that for around $400 they can install something around the panels so that the birds can't go underneath it anymore. I asked them why should I pay for it when the reason for the problem is their panels and they just said it is how it is. Because I just don't want to deal with the headache anymore and also to stop using so much water to clean my backyard of bird poop, I agreed for them to do it. They said that the scheduling team would call me 1-2 business to set up the appointment. 5 days later, no call from anyone, so I emailed them again but no response. After 7 days, I received an email from a Stefanee Glass saying that they are able to come and install the animal guard around my solar panels. She only gave me one choice of date and time. I replied to her less than a minute upon receiving her email saying that I would be available at the time and date she gave me. I got her response back the next day but she said the time she gave me has been filled and is no longer available. She then gave me the same date but a later time which I agreed to right away just to get it done. She also told me that I would have to make sure that my roof is cleaned within 48hrs of the technicians arrival otherwise they will not do the service. Now I have to hire and pay for someone to clean my roof. This is just extremely poor customer service. At this point, just take your panels away. I'm sure there are better solar companies out there.

WORST. COMPANY. EVER!

The 60 days from install until the panels were supposed to be turned on after inspections and red tape stuff turned into about 100. We asked about pigeons housing under the panels since we noticed it on neighbors houses. They said we would be fine because their panels were low profile and close to the roof that pigeons could not get in. Well we got them, then Vivint wanted about $300 to install pigeon guards. Now we noticed we are getting high energy bill from our local power company. We called Vivint. they said oh you are not producing as much electricity as we originally calculated. We will start looking into it and call you back in 3 business days. Well we are now at 10 business days and nothing. I have called with no answers and no manger would speak to me. Look at their reviews. It is either hit or miss. 1 star or 5 star. let me ask you a question. Is a $20K, $30K or even more investment. Worth a 50/50 chance you will be happy?

I DO NOT recommend this company!!

First off, I have to say that I did not deal with the Santa Ana Office. I am located in Colorado Springs, Colorado. Unfortunately that is not an option. No one communicates with each other and no one sure as heck communicates with me. I signed the papers in Dec. I have been paying insurance on the panel before they were even installed because I was told that I had to. So I have been paying insurance on them since Feb. The panels were not installed until late March-mid April (and that is after they left me at home waiting HOURS because they said they would arrive and then "Forgot"). I have been paying for the panels since May 2021 and it is now the butt end of Aug. I have made yet another payment for service I am not getting. No one will call me back. The head of this company doesn't know what the butt is doing because they won't talk to each other. I am sitting here, wasting another day for a tech. Comes to find out, the butt didn't communicate with the head and a part was ordered but no one ever told the tech. It is a huge waste of my day and his day. Oh yea and the rep..... I have been trying to get a hold of him for MONTHS!! Nothing! I do not recommend this company unless you want your money taken without service rendered. Like being ignored and jerked around.... Vivint/Sunrun is your company.

Horrible customer service……..

Our system went out in October 2020. They said that we need an inverter. Today is August 23,2021. STILL NO INVERTER……

IF YOU WANT TO BE RIPPED OFF GO WITH SUNRUN

After 5 months our system is operating at 50% of its capacity. Sunrun knew there was a problem on 7/20/2021, but didn't bother to notify us, leaving it up to us to discover the problem. Wading through hours on hold, promised call backs that never happen, I still 7 days later, and 3 escalations, have not received 1 call back, let alone has the repair been set up. It appears that they either don't care, which is in and of itself an issue, when you are 5 months into a 25 year contract, or are to overloaded to forward the information to anyone to set up the repair. At this rate it will cost us between 400 and 700 extra dollars this year that we will have to pay the utility company due to lack of performance of their system. If you want to get ripped off go with Sunrun.

Sunrun is a scam

We were referred by a friend, who had not had theirs installed yet. Our first mistake. We were lied to about cost, removal, refunds. Make sure you record everything, and get a hard copy of the contract, do not initial digitally online. They did not save us a dime. No integrity.

A total scams

I bought a house in 2019 with vivint solar already installed, before I signed the contract, I tried to get more information from vivint solar they didn't provided enough info and after I moved to the house where there it sunny time or not they still billed me, I sold the house just to get rid of vivint solar I moved out in May 2021 , closing take place in June 13 . They billed for may, June and July, and when you do the math you losing lots of money, none sense, January, February and March the bill average $100 next 3 months same , next 6 months average price par months about 385 plus you still have to pay nationalgrad, what's the point to have solar energy if all companies were like vivint solar, I

Aweful

I purchased a home with solar, took over the contract, and was very excited. After a year my anxiety is off the charts from trying to get straight answers. The system does not produce enough electricity for my lifestyle but that’s too bad because it produced more than enough for the previous owner….(a 95 year old woman) I always have to call because no one returns mine. Emails are only marginally better, you get a response which tells you nothing you didn’t already know. Today’s was the best yet. After complaining for close to 8 months I received this… We wanted to reach out to give you an update about your Vivint Solar account. I hope this email finds you doing well. I created a request to see if there is a possibility to limit the amount of electricity your system is producing. You will receive an update no later than 7-10 business days to let you know where we are in the process. If approved, the process can take many weeks to complete. If you have any questions or concerns you can call this number 877-404-4129 option 2 then option 3. Thank you for your time! Regards, Nicole My response… Is this company for real! Why would I want to limit the amount of electricity my system produces when I’ve been complaining since the beginning of the year that it doesn’t produce enough!!! Never in my life have I dealt with such incredible incompetence!

Horrendous customer service

The worst customer care I've ever encountered, after DMV. Trying to take over an account on the house we're buying, we need to update the name on the agreement, so had to email 5 different addresses, no damn answer. Attempted to call many many times, no success. If you're VERY lucky, you can get a hold of someone on the phone, who is incredibly incapable of even understanding your problem, and also not even in the US. The people who answer your call from customer service are located in Phillippines. So imagine how much English they speak. The phone line isn't even connected properly. And it broke twice and I had to spend at least two hours only to get someone on the phone. Another woman answered the second time, I couldn't even hear her because of the wind noise, coming from her background. She also didn't even understand what I'm saying in English, let alone understanding my problem. She was also located in the Philippines. Unbelievable. Good job Vivint Solar. One star is even too much for you.

System failed completely and not repaired for over 4 months

System failed on April 8th and waited a month for a service call. When tech arrived he did not have the needed part and I had to wait another month for the follow-up. Again tech could not fix the problem and two months later I am still waiting for a response. Several calls and emails have been ignored. Twice I received an email with the name of a contact who did not respond to my emails. Twice I was referred to a phone number for an update on my problem which was for a different solar company that had no idea why I was calling them. After more than 4 months I have yet to receive an estimate as to when I can expect my system to be restored.

Angry, Disappointed and feel taken advantage of!

"I cannot begin to tell you how ANGRY, DISAPPOINTED and STRESSED about the service from Vivint. I am in the midst of closing on my home but have not been able to because of lack of cooperation from this company. I notified them more than 30 days in advance about my move to review options. When I informed them about my unique circumstances, I was assured the supervisor team would get back to me between 1-3 business days with a solution. I waited until the 6th business day because I had heard nothing back and my closing date was fast approaching, just to be told they have no record or notes from that call. I once again waited over an hour to speak to "Vania?", a manager, who once again told me she would need to discuss and would hear back between 1-3 business days. I asked if I could have email confirmation because last time there was no record and again, she assured me she would promptly send it out. Within a couple of hours, nothing. I called again to see if I could have evidence of the email, and Vania sent me to voicemail. This service has been terrible. I have had the solar panels for two years and now it seems Vivint is looking to collect on over $25k and I will have nothing to show for it, no ownership, no aid, nothing. Even though I'm only moving a couple minuets away, within the same city, they are reluctant to help me find a solution. I have had to pushed my closing day back and the stress and anxiety has caused complication on my pregnant wife. I am beyond disappointed in this company, specially because they talk so much about the "numerous" options if one is expecting to relocate. I am ashamed that I even recommended this company to friends and family, now that I know how much disregard they have for me and my family."

Horrible Customer Service

Could not get the representative (Gilberto) to return NUMEROUS calls or emails to transfer service from the seller to the buyer at a closing. I began asking for his assistance 2 weeks prior. Finally had to call SunRun customer service and complain in order that I get him on the phone. He stumbled in his own lies and made excuses when caught in them. He caused the seller not to be able to close on time and was generally irresponsible.

Systems Sucks!

1st year didn't believe was producing enough, year end Net Energy Metering (NEM) came to over $1,800. Contacted Vivint in July of 2020 and told them that my NEM was too high. They decided we needed more panels (had us sign another 20 year contract!) and took 5 months to install due to their lack of submitting correct paperwork and then that system went down adding another complete month totaling now 6 months without correct coverage. Now August 3rd received new NEM and it is $1,836.36. Called Vivint and asked them to help me with the high bill due to them not providing me with what I needed for 6 months and they said NO! Who is not meeting their CONTRACTUAL obligation?

Worst customer service and billing always calculate wrong.

Always got my bill incorrect amount. Had to call back and forward from customer service and billing department. Apparently they dont know how to calculate kwh. Billing department can't even see the production made per kwh and had to go back and forward with customers service department to make the adjustment. Whoever the accounting specialist doesn't know how to do math to calculate the kwh*0.1852200 and calculate my bill wrong all the time. I hadt to spend 2-3 weeks just to make the billing adjustment every month back and forward from customer service and billing department. The worst ever customer service. I don't know how there is such a business like this with an employee that feels like having no education taking care customers. Just by doing one simple thing, calculate the correct kwh into billing and make the adjustment took them 3 weeks.

Horrible customer service

I have never had a worse customer service experience. We were double billed for the first few months of usage after purchasing a home with a PPA agreement. They have been giving me the runaround for over a month. We are planning to buy them out of the contract but even that has been a hassle; it’s been several weeks since we’ve heard from their buyout team. Do yourself a favor and get a loan to purchase solar panels instead of this scam. You’ll be eligible for SRECs and the federal tax credit. They get those benefits instead of you by using PPA agreements. Total scam and extremely predatory. They’ve been sued successfully in several states too.

Worst business I have ever dealt with

To begin, I am 40 years old and have written less than 5 business reviews in my entire life. I also understand that reviews tend to skew negative as people are typically more motivated to vent about bad experiences than share the good ones; however, our experience with Sunrun has been so incredibly terrible that I feel compelled to share and help as many people as possible avoid dealing with this company. We inherited a Solar Lease Agreement with Sunrun in fall of 2016 when we moved into our current home. In the 5.5 years of dealing with Sunrun, customer service has ranged from terrible to nonexistent. I can honestly say I have never had a satisfying interaction with a Sunrun representative. The Lease Agreement states that if the system underperforms (does not deliver the amount of energy that Sunrun guarantees it will generate over 12 months), customers will be given a refund. OUR SYSTEM HAS UNDERPERFORMED EVERY SINGLE YEAR AND WE HAVE NEVER RECEVIED A REFUND. The Lease Agreement also states that Sunrun will provide "professional-grade monitoring" of the system. Our system has been broken for 14 months and Sunrun NEVER noticed this...or they noticed and did nothing about it. To date, they still haven't even told us what actually happened to they system or when it will be fixed. We have recently begun the dispute process (the contract does not allow for any class action or civil suits, only third party arbitration, which makes sense now that we see that Sunrun does not honor contracts) and still, despite more than 20 email requests and multiple phone calls, no refunds have been sent and the system still isn't working. We are stuck in a miserable situation with an awful company but my hope is that by more sharing this experience, an experience that many (if not most) Sunrun customers have had, less people will be forced to work with this negligent, unresponsive, and substandard business.

The worst solar company a round

Few years ago I leased a solar system from vivint co. (21) panels. Everything was fine till a bout a year ago pigeons and other animals start living under the panels making the roof looks very ugly. Feathers flying everywhere and Baird dropping all over the place which made the neighbors start complaining. I am a 66 years old and I got on the roof few times to clean it but they kept coming back. Finally I called the company and told them a bout the problem, they said they have ( animals guard ) but I have to pay for it. I said this is your system and I am leasing it and it is the reason I have this problem why should I pay for it. So I told them to come and take the system out, they said they can’t take it out according to the contract. But the contract doesn’t mention anything about birds or damages to the roof or anything like that. So I am sending them a letter to come and take it out or I will take it out and send them the bill. And if I have to I will take them to court.

One of the worst companies I've ever dealt with

A list of problems: They made the closing of our house a nightmare, it added time to our closing, the paperwork was a mess, they repeatedly said they didn't have things we'd already sent. On top of that, they only release your requirement to pay when they receive the title information, not when the closing happens. So they "claimed" they didn't receive title information for 10 days after the closing and billed me for that portion of the solar, even though they had been sent everything from the title company multiple times. They installed several systems in my neighborhood and all of them had issues - one log cabin began to buckle because they put too much weight on his roof. This company is garbage, call a master electrician and get solar put on without a corporation involved, you will save money, you'll have a better product.

Poor customer service

Costco deal and band name company.

Absolutely the worst company to get service from

I would never recommend Sunrun to anyone they have great customer service and are attentive up to the point of installation once they install the equipment you can pretty much say good bye to any kind of customer service or expedited service. I have not had my equipment working since 7-8-21 today is 8-2-21 they claim they monitor the system for under performance which is a lie because my system made no power from 7-8 and when I got a text message from my power company stating that I used over 100 k/w I checked the app (which is 48hrs delayed they can’t even give you up to date info) I realized I wasn’t making any solar power for over a week so I called Sunrun which is in PST (California) when I live in NY and need someone to help me at 8am not 11am it’s constantly the same on hold for over 20 minutes then they need to send you over to a dispatcher who this time scheduled me for an appointment on 7-28 that’s over a week after I called. They come out and 1 tech says it’s an update that didn’t go thru so they updated it and still nothing the next day a tech comes out and says it’s working it works for 3 days then goes out again. I call again and as usual over 25 minutes on hold then on hold for a dispatcher but the the rep comes back and says oh you have to wait up to 48 hrs and they are showing I’m making power but the inverter on the house isn’t showing it but I’m making power ( now I’m no fool I had nothing running in my house the sun right above my solar panels and my power meter from the electrical company is saying I’m using their power when in fact the panels are working the meter goes backwards ). But sure I’m making power! They take your money and don’t have any customer service when you need something I’m going to be about 1 month without any solar energy and don’t think they care or are in any rush to fix this but they make sure that auto payment gets taken out every month . Stay away from Sunrun there are much better companies out there that will provide you service when you need it and actually monitor your system for under performance. If I didn’t notice my system wasn’t working for over a week they weren’t going to call me anytime.

Very Poor Customer Service

My Solar System totally went down on Tuesday (07/27) I called and of course got the standard response from the Customer Service Rep that they see nothing wrong with my System. After explaining what was wrong and how I have fault error light and its not producing the Rep said she would created a "Ticket" (for the repair?) and that the Service Dept would contact me in 3-5 Business days.....What???? . I even sent pics to illustrate what's wrong and I went through the trouble shooting with the Rep, which was useless. I called everyday then on Thursday (7/29) when I called I was told a "Ticket" had not been created but they would do so that day and of course I'd have to wait 3-5 Business Days for the Service Department to get back to me. At that time they will determine whether a Service Tech needs to come out.....What????? What this tells me is that not only will it take 3-4 weeks for my System to be repaired, because of scheduling, but they "SunRun" don't care about their customers at all. It is totally unacceptable to make any paying customer that length of time to get their system serviced/repaired. There is never a delay when they take the monthly payments out of my bank account. Furthermore, this is the 3rd time in the past (2) years my system has gone down or stopped working at full capacity. Last year, around this time 1/2 my panels stopped working. It took roughly (3) weeks to get it fixed! I would never ever recommend SunRun to anyone wanting Solar. Not only is there no Customer Care, there are obviously issue/faults with the Solar System itself. I wish I could have them remove it so I can go with another company. I would do so in a heartbeat! With SunRun you're just a number!!!