Sunrun Inc.

leave their customers out to dry

I haven't had solar in 9 months. They keep saying they will come turn it back on. They don't but they do send me bills. I have called and spoken to customer service 25 times over these 9 months. They have made multiple promises to get the solar back on, the bills corrected, and more, but nothing has happened. I have half my roof covered in dead weight and they have made 0 effort to correct it other than scheduling once and not showing up. Sounds like they only make effort to get new customers, not to retain their current customers because they already have them in a contract.

Absolutley horrible servive

no one responds to my service request. Sloar panels caused major roof damage to me house and no one seems to care at Vivant. I will probably stop payments and see if I get their attention

sun run wont game my 500 dlls deposit back

SO my house don't pass the city codes, sun run ask me for a 500 dlls deposit, they told me if for some reason the installation of my solar panels doesn't go thru i will get my money back (the sun run representative is name DIEGO) I keep ask him about my money and always said is in process . and get this company thru COSTCO

Horrible customer service

On March 18, 2021 I contacted your company to inform them that squirrels had gotten under our solar panels and damaged our roof. We needed to have 2 solar panels removed so the roof can be repaired. The representative informed me about getting animal guards to protect the roof. I agreed to his suggestion. I was informed I had to pay for everything up front before anything can be done. I paid $530 for the technicians to come out to remove the panels and $618 for the animal guard. Several weeks later the panels were removed and we had the roof repaired. The technician was scheduled to come back 6/21 to replace the panels and put up the animal guard. They came as scheduled and replaced the panels but did not have the animal guard. This is where our frustrations began. After numerous calls and being placed on hold for over an hour our animal guard has not been replaced or our money refunded. We’ve been given empty promises and excuses as to why the animal guard has not been put up. I called Friday 6/25 and was told the technician would be at our home on 6/28 between 8-11. When no one came I called and was told we were not scheduled and there weren’t any animal guards. I was surprised at this and was told I would get an email which I never got. I called back later in the day because I’ve had it with your company and the awful customer service who lied to me with empty promises just to get me off the phone. I was again placed on hold for one hour. Every time I call I get a different customer service representative so I had to explain the whole thing over again. This time I requested to speak to a supervisor. After being on hold again a supervisor never answered. While I was waiting I call CitiBank which was the credit card I used to place a dispute on the purchase for not getting the item I purchased. They will be contacting your company with the complaint. When I told the representative what I did and that I wanted a refund I was told a supervisor will call me back. No one returned my call. I will never recommend Vivant Solar to anyone. I will also let anyone who asks my dissatisfaction. I will also contact the NJ Better Business Bureau to lodge a complaint with them. You, as CEO, needs to look into your policy of customer relations. I have never gone through anything this upsetting and disturbing Sent from my iPhone

Service sucks!

We paid to have our solar panels removed so we could have our roof shingled, Vivant didn’t have a crew to take them off when we scheduled our roofers so we were put off a couple of weeks. They finally came and removed them and told us we had a week before they would be out to put them back on. Our roof was done and now, a month later we still don’t have solar panel reinstalled. No explanation, just can’t get it done. We’re in the hottest summer ever and no solar panels. Our power bill will be through the roof and they don’t give a damn. They have our money, and our panels and we can just go pound sand. Thanks Vivant! You can put your name on a sports arena but not our panels on our roof!

NIGHTMARE -

We contracted with Vivint to install solar panels but we needed our entire roof replaced. They said they had their own roofing and electrical crews and could replace our roof and roll the cost of the replacement into our loan for the panels. The roofers failed to properly cover the exposed part of our roof before a rain storm and overnight it rained into our attic and into our bedroom and bathroom causing over $20k in damage (so far). They finished the roof later that afternoon. Their roof work failed inspection and after 30 days of them being notified of the failed inspection I had to have the defects repaired on my dime - over $3,000 in order to avoid further water damage. Two months later they are still working on my house to restore it and nobody from Vivint has contacted me or my homeowners insurance adjuster. We get tossed around from department to department each claiming the other is responsible.

Deceiving and Fraudulent,

Promises you the world, save you money, will fix any issues with your roof if caused by their solar panels, $5 credit if you auto pay. Most roof issues they blame on you, even though they inspect to make sure your roof is worthy of their panels. $5 credit is actually a charge they "would" have charged you if you don't agree to pay that way, not something you actually see reflected on your bill. Customer Service is non-existent..We will get back to you everytime you call and of course they never do. Can't get out of their contract for any reason. My contract was only in my husbands name. He passed away. They have a clause for everything in their contract so you can't cancel for any reason. You must transfer or buy out which will cost you thousands and thousands of dollars, so they make out at every turn. Not sure if all solar companies are this way, but STAY AWAY from this one. Many states have already filed complaints or lawsuits against them.

Just Decoration...Panels STILL NOT working

We signed on with SunRun in early January 2021. Our panels were up by March. Very happy up to that point... and now... nothing. Every gorgeous sunny day, they sit on our roof, useless. SunRun blames PPL utilities, they blame SunRun. Every now and then someone blames the permit process (our township mailed us copies of the approved permits months ago). So, the sales team will wow you and then you'll have no follow through after installation. Sorry, environment... we tried to help.

Sunrun sucks. It took 10 months and the system is inadequate

It took 10 months to get it operational and is inadequate for my needs! Now they say they can't do anything about it And I'm stuck with them!

I got the solar panel 2018, now the inverter is not working and

Bad technical support and customer services i am paying the loan for the solar system and the center point charge because more than 30 days inverter is down. They are bad company.

Predatory company. Avoid!

I had a solar system installed by Sunrun. Work was completed by February The city-level inspections were passed on March 19. (Over 1.5 months just to complete inspections.) It took Sunrun and PG&E from March 19 to April 20 before I was sent a document to sign (from PG&E) to get my system connected. I asked why it took a whole month from final inspection to that interconnection request and the rep. told me there was lots of paperwork. I was also told I'd be connected within 5 weeks. On June 11 I was sent a revised version of the previous documents to sign again. I signed them. It is now June 17 and my solar system is still not connected. If you pay cash, Sunrun makes you pay in full up front. Call me a sucker, but now I have no leverage and no working solar system. Sunrun has dragged their feet every step of the way. When I met with reps in December they told me the system would be up and running within AT MOST three months after installation. It has been five months for me and I'm still waiting. Here's my advice. Don't be a sucker like me. Read the reviews. Avoid Sunrun at all costs.

Does anyone work here? The WORST COMPANY EVER

I chose sunrun to sign up with a friend who turns out just wheeled and dealed me a leased system that isn't helping at all. My fault for trusting him and leasing the system without much research, but DO NOT LEASE A SYSTEM! It builds no equity in your house and your stuck in a contract. This is not my reason for a 1 star review although that in itself says a lot about the company - they push leases that do nothing for you. The first issue I have with this company is that I was promised a $1,000 sign on bonus. But only received $500 of that bc my sales rep messed up and put a different promo in the system. Upon reaching out to the manager that he put me in contact with, I was told I would not be getting that additional $500 bc it was the sales rep error. And it ended there as if $500 is chump change. Great customer service sunrun, your rep messes up and you don't do a si gle thing to make the customer happy. Second issue that is now carrying on for close to a year without any help or resolution is that I was advised that I would have a full offset and my bills would be covered by solar from credits that carry over on the net metering from mo ths where I do t use as much power. Needless to say, that wasn't the case and I was paying as much as $100 in overages to NV energy on top of my sunrun bill (which increase 2.5 % every year), even in winter months. My bill currently is nearing $200+. I pay overages every month. It is clear that as a single man, who lives alone, and is very conservative with energy (even more so now still seeing overages) that I was lied to about the size of the system. I've complained for over 6 months to my sales rep Jared Smith and the manager he put me in contact with, "Steve" (never gave me last name and I can see why now). He has not returned my calls or texts with anything other than "sorry in a meeting I'll call you shortly" only for me to be the one following up again with days of no response.. I have literally been begging this company to add more panels to cover my overages and I can't even get them to give me a call back to sell me more. This is borderline the worst customer service I've ever received from a company other that centurylink. I'm a very patient guy, and also a salesman myself, so when I am literally texting and calling a manager telling him that I NEED MORE PANELS they have 0 sense of urgency nor care for unhappy customers to fix a solution. It is clear why this company doesn't even have a 2 star rating. They are lucky to do the amount of installs they do because they are brokers within home depot and catch people in scams. This company is may rank high in installs, but you can see not many people are happy with them or their customer service. It's embarrassing that this steve gentleman calls himself a manager when he can't even return a phone call. Do yourself a favor and chose another solar company. Sunrun just wants your money then does not care about you 1 bit afterwards. Sunrun sucks

WORST COMPANY TO WORK WITH DO NOT USE VIVINT OR SUNRUN

We bought a home in the Paso Robles area and has a new roof put on. We had Vivint install Solar in January of 2021, Today is June 2021 an entire half of a year gone buy and the systems is still not activated. I call, email text and all I get is my case is being escalated to the Operations Manager Michael Rodriguez. Well of course I never get a call back or any communication. Michael Rodriguez has a linkedin page that says he is a committed professional, but not one call not one email nothing. I have asked Vivint to remove the solar from my roof since here we are 6 MONTHS LATER, and still nothing. I cannot believe these company is even in business they way the treat there so called customers. DO NOT USE THIS COMPANY IT WILL COST YOU MORE TIME AND MONEY TRYING TO GET SOMEONE TO ACTUALLY CALL YOU BACK THEN WHAT YOU WOULD HAVE SAVED IF THE SOLAR WAS ACTUALLY EVER TURNED ON. YES 6 MONTHS A HALF OF A YEAR AND STILL NO SOLAR. BUT PLENTY OF EXCUSES

Quoted me for 100% more than I needed.

Spoke with a representative whom looked at my TEP data and quoted me for a system that would draw 11.2 kw, along with a Tesla battery. Spoke to a local company who used the same data and told me I actually need ½ that size at about 6.1 kw. Sun run is recommending unnecessarily large systems that will cause you to feed energy back to the company in large amounts, but at a fraction of what you pay to use them yourself. Thus, reducing the positive impact in use of extra resources, as well as diminishing any ability to make the money back in saving in less than 25 years.

High Cost of Solar System

I pay $173 month to Sunrun and then the system doesn’t produce enough so I have to pay SCE another $2000 per year. It is costing me more money then it would have cost to buy the electricity. Then the roof on my barn had a leak and they wanted $4000 to remove and reinstall panels so I could get my roof fixed. In another incident I had a breaker go out and the system didn’t produce electricity for a month and one half

Pathetic and useless customer service

My Sunrun system has been down from Feb 2021. After multiple calls, a technician would come in May and tell me your inverter is bad and need a replacement. Told customer service will call and schedule and appointment to install new inverter with in a week. Today is middle of June and no one called or came to fix. And when I call them, they don’t even give me a date.

Sun_Don't_Run

I had Sunrun installed two years ago. System worked great, saved us money on PG&E, etc. However, our system control box failed on April 15th, 2021. I happened to check the control box display and noticed it wasn't working. I then called Sunrun support and to my surprise they told me they already were alerted of the failure and had already scheduled a service technician to come out. I was like, this is fantastic service. The technician came out 2 weeks later and worked on the control box and left. I checked the box and it was still not working. Then I went online to check the status on my solar an found out that it had been actually had been down for 4 weeks prior to my phone call to Sunrun. A week later I received a notice saying they needed to order a part to replace something in my control box. Here I am 3 months without solar (during peak season), paying my Sunrun bill for 3 months (and now also PG&E for my electricity usage) while my solar doesn't even work. I've placed several calls to my account person with my case number but have not received any call backs nor correspondence. Needless to say the follow up service and support is unacceptable. At this point I cannot recommend Sunrun to others given their lack of after purchase support.

Worst customer service ever

Do not get your solar system from Sunsun, I called for maintenance and I was told to get the pictures, I guess they expect me to clime the roof and get pictures. The are the worst company to get your solar system from. I am giving them one star because there no option for no stars or negative stars.

The worst experience ever!

This company has the absolute worst customer service I have EVER dealt with. Our home already had the solar panels when we purchased it so I did not get to do any research on the company beforehand. We have been in the home almost 4 years, not too many issues with the panels until recently. It started about 1.5 months ago when I received a random email stating I had set up a service appointment. I never set up an appointment so I called and the service representative stated my system is having a error message so the appointment was scheduled. I have never had a business just randomly set up an appointment. The right thing to do would be to call/email me to let me know about the issue and then allow me to schedule the appointment. They want you to block your schedule for 5 hours. I told the representative at that time not to have someone show up before 2pm. But they did, thankfully my husband got off really early that day and was home. They never called to let me know they were even on their way. Whatever that tech did didn't fix the issue because a few days later I get another email stating they had scheduled another appointment because of the system not working. I was able to take off of work early to be home for the 5 hour span, 3.5 hours later I decide to call to find out when the tech would be there. They tell me he had already been here. I look on the Ring and sure enough he had been there, my Ring is set up for recording but not to chime on the inside bc of my dog. It was not the Techs fault for not knowing this, however, there still was not a call to let me know he was on his way or that he was at my house. Nor did he bother to also knock on the door. I had to schedule another appointment, which will be in another 3 weeks. I asked to speak to a Manager, that call took 1.5 days to receive. When I spoke with the Manager it was such a waste of time, she had attitude and was less than helpful aside from letting me know there was nothing she could do. All the while the company knows the system isn't working but they keep taking money out of my account and billing for a service that isn't occurring. Side note, Most of the call center agents are hard to understand and you will get transferred a couple of times depending on the issues. Do yourself a favor and avoid this company unless you want the worst customer service experience and panels that may or may not work.

Horrible experience with Sunrun

I had the sunrun installed the system at my home. it produce only 50% of the promised KWH. please look at tesla if you are interested. this company customer service is horrible. they may go bad asap

STAY AWAY!

This company has been a nightmare from day one! Failed Inspection 4 times, Seven times to correct the pigeon problem, I get billed for what my 43 panels produce instead of what I use. I get disconnected often when trying to make a payment and try to leave a message to a mailbox that's full. 46K to buy out and If I sell the house I'm still responsible for the buy out if the new owners don't want to take it over. I'm sure there's much better solar options. Don't get stuck like I did.

They are by far the worst solar company out there.

I chose them because my niece's husband works/worked for the company. People beware! My bill is higher now than it was before I had the panels put on!! To boot...they WILL NOT return messages I send them. The biggest mistake I ever made. I pay them x amount each month on top of what my electric bill is. What a scam. Every single month I cringe because I get 2 bills from them and 1 from my electric company. AND...every month it's higher. Shame on you Vivint! The very worst solar panel company out there. Like I said, buyer beware!

WORST SOLAR COMPANY NIGHTMARE NIGHTMARE

PLEASE PLEASE PLEASE do not go with this company. It has been a nightmare. They lied to me or I would have never signed the contract. I was told there were no fees to remove the panels if I needed a new roof. It was a hassle getting them off and they are still not back on. If I operated like them I would not have a job. I could go on and on about this company but the bottom line is do not work with this company or the the one that bought them out, Sunrun. LIES LIES LIES LIES

Poor customer service

Since day 1 I was having issues with my panels and with customer service representatives. My box took a sh** and Sunrun didn�t replace the box after 3 months. My bill with PG&E went up to $700 plus and Sunrun didnt want to help us out. The persons name I spoke with is Mark Venture this guys sucks to be a manager as he said he was and customer service representative.

Worst experience

This has to be the worst customer experience I have ever had. If you are paying tens of thousands of dollars to install a high tech system in your home, the service level should be at least satisfactory. When I tried to get information about battery systems, it was always - don't worry, we will have that for you. However, system is installed and no battery back up. Oh, and the system has been on my roof for two months (and counting) and still isn't activated. I was initially told that the delay was with the utility, but was informed by the utility that the delay was with Vivint. I have now gotten multiple reasons why there is a delay -- always something different.