Sunrun Inc.

All of the problems I have had were either my issue or it took f

All of the issues were either mine to take care of or it took forever to resolve as in months, not happy!

Roof Repair

During time of sale it is bolstered that as long as a 30 day window is provided they can remove the panels for roof repaired. During renovations it was discovered a leak and the whole roof should be replaced. Upon calling Vivint Solar it is discovered that the demand is high and I have to two 2.5 months to remove the panels. After two months waiting I call to find out how re-install works, and they are experiencing the same schedule delays but now it is 3 months out. So I am losing 3 months of solar power during the summer which is the period of most sun. Process is to not schedule re-install until the panels are removed. This process should change and customers should schedule re-install at the same time within a 30 day window. I believe 30 days to repair a roof is reasonable. In addition, per contract I will be charged an amount meanwhile it is Vivint's problem I cannot get my panels back on in 30 days. Vivint is just like any other company and sell you a line to get a sale. They really sell you LIES!

Worst solar company ever, constantly lying.

Told me if I needed more panels it wouldn't be a issue, but they lied. I had a 850$ true up bill and said I needed more, but then said my 15 year old roof was to old. It wasn't to old for the first 32 panels. Told me they was waiting for the county to ok the permits, then 2 weeks later said sorry your roof is to old. What happened to waiting for permits? The salesman I delt with was named Payton, if you get him call a different solar company. To bad I'm stuck with the first 32 panels for 18 more years.

Don't do business with SunRun

Way over priced and they do not stand behind their warranty hype. When something goes wrong you will have them deny deny deny... Had to call out my own electrician to fix there breaker that had gone bad. I'm sure I will get a run around trying to have them reimburse me. A good company would of sent someone out...diagnosed the problem and fixed it. Horrible customer service.

Worst experience ever

Trying to sell house and having SUNRUN solar has killed multiple deals. It is my fault for not reviewing contract well enough, but it is so grotesque that multiple have walked away from the deal after looking at contract. Beware. This is literally the dumbest i have ever felt in my life being duped by these snake oil salesmen, and I have done a lot dumb things.

Awful. Buy from Sunrun if want to display solar panels

We purchased a solar panel system from Sunrun last year. The system has stopped working for a month and a half. Sunrun's monitoring system does not notice if a system goes offline. When I contacted Sunrun for support, their technicians are not available to visit me for the next several days. It appears that Sunrun has sold too many systems to be able to support the customers. Buy Sunrun if you are only interested in displaying solar panels on your rooftop.

Stay far away from Sunrun!!!

Sunrun has the worst experience of any business that I have ever dealt with. I have had maintenance issues since Feb. 2021 - as of May 2021, my system still is not reconnected and according to Sunrun it won't be re-connected until at least July 2021. I have been dealing with customer service multiple times per week and each department blames a different department for the problems.

If I could rate them ZERO. I would

I have recently purchased my home in Jan 2021. I took over the contract from the previous owners. Since buying my home I have not received any energy from Sun Run's solar panels and have to still pay them, along with ConEd. It has been 5 months and I am calling every week, no one calls me back although every time I call they say someone will call me back within 2 weeks. It's so ridiculous and unbelievable, being a new and first-time homeowner my number one issue has been with Sun RUN. I do not recommend them to ANYONE. On top of this, their system has an issue with setting up autopay although I have called multiple times and confirmed that it is set up. They charge me $15 extra every payment cycle for not having autopay even though it is an issue on their side. I have to call every billing cycle to have someone manually put in my payment, and them telling me the $15 is waived, when IT actually is NOT! Please believe all the bad reviews. They are true. Sun Run sucks

I am literally trying to pay $14K to get out of the contract

Vivint has been nothing but trouble since before we even did business from them. Friends of ours entered into a contract with them in 2014, hoping to save on a large electric bill and we heard of their Vivint woes as we visited in their house. Their woes became our woes when we purchased their house in 2021 as our friends, unfortunately, moved out of town. Our closing date for their house was delayed because Vivint missed the transfer request from the original owner. During the home inspection in December, the home inspector noticed the roof needed to be replaced as soon as possible due to active leaks. Vivint requires 30 days advance notice and we made the request in late December. Vivint didn't respond for two weeks and when they did, it was to ultimately schedule us for March 24, a full 90 days after our initial request. We went through the whole winter weather season with a bad roof simply waiting for Vivint to show up to remove their panels. When Vivint came out to remove the panels, they threw the supporting materials off the roof, taking divots out of my lawn. I had to clean up left over materials such as conduit, metal brackets, and warning stickers, from my yard and my roof. Due to the inclement weather outside, Vivint requested and I approved them leaving the mounting parts in place for the roofers to remove. As my roof was being replaced and the roofers were removing the brackets, they noted that the mounting bracket holes were not water tight and the plywood under them was beginning to deteriorate. This was at year 7 of a 20 year contract with Vivint and it was evident that the water damage would have been significant by the end of those 20 years. I asked Vivint about my options to get out of the contract. Vivint offered two options, a straight buy-out ($30,000), and a prepayment of the contract ($14,000). This prepayment was articulated to be a prepayment of all of my monthly fees to Vivint over the remaining life of the contract. I expressly asked if that meant Vivint would keep the solar panels off my roof, the answer was yes. The prepayment paperwork was first sent to my wife who as listed as the Transferor and the Transferee field was blank. After she signed, I received a copy of the paperwork to sign, but my name was filled in as the Transferee. We called Vivint and were told by the transfer department that our financial obligations would be settled, but Vivint would still reinstall the panels on our roof for the next 14 years. Vivint would not answer my direct question of what benefit they have to reinstall the panels if they already had the money. I replaced my roof with a 40-year roof from a reputable company. Based on the home inspection and roofers experience, I am convinced my 40-year roof will be more like a 14-year roof as leaks from the solar panels become evident, due to poor workmanship and failure to adequately waterproof the installation. Don't make the same mistake we did, stay away from this company.

This is the worst solar company to go with

They charge $200 for cleaning on there faulty system. worst company ever!!

Awful Service

We're relocating to CA from WA and inherited a leased solar system for our new house (on a side note, I don't understand why anyone would lease solar instead of buying outright; after looking over the numbers, it seems like a HUGE waste of money for what I'm presuming is going to be a minimal return on investment). Anyway, since we don't have much experience yet with the actual system, I can't comment on how well it works but I CAN comment on how awful the transfer process has been working with this company. Our closing was set 45 days after our offer was accepted and both sellers & buyers agents have been on top of Sunrun from the beginning to get the transfer process rolling because they apparently already knew how awful it is to work with pretty much any solar company on lease transfers. Our closing is now delayed because we are still waiting on Sunrun to send the transfer documents to our title company....documents that were completed by us over 2 weeks ago! The sellers did their part before it was even sent to us to sign so the only hold up has been on Sunrun's end. At this point, we might have to push our movers back on delivery date because Sunrun keeps promising to have the documents sent and then continue to fail to do so. There is no accountability and still no sense of urgency after they have been the ones to screw this process up for us. It is absurd and I'm not looking forward to working with them if we ever have an issue with the leased solar panels that are ours now.

Horrible

This company is horrible. The customer service is a zero. If you have to talk to Emily Parker beware she is not nice and does not do anything to help you. This company is a SCAM run as fast as you can. They are holding months of money from us and will not apply it to the account.

Awful Customer Service

Had an appointment to look at my panels to review a particular problem. They cancelled the appointment and never let me know, wasting 3 hours of my day. Then when I called and I asked for a supervisor, they hung up on me twice.

dissatisfied

not happy , service bad, no calls back, even though I call and leave messages, my wife not happy and like to remove the panels , off the roof, company is untrusted

SUNRUN IS A LIAR, CHEATER, AND WILL TAKE EVERY PENNY YOU HAVE!!!

I would give 0 stars if possible, but unfortunately it's not! My husband and I had our solar panels installed 2.5 years ago. At the time we had 7 people living in our home. They sold us on the wonderful "idea" that we would be paying less per month on our electricity. Though, that was true, what they didn't say was that we would have an additional $300/mo payment for the solar panels themselves! Negating any "saved" money. We did NOT save money, like they inferred we would. Then a year after having the panels our house/roof became INFESTED with pigeons! They nest/roost on our roof, under the panels. We informed Sunrun of the infestation but they REFUSED to do anything about it saying it's our problem. I feel completely betrayed by this company. We were never informed an infestation could/would occur! We were never told what steps could be taken to prevent an infestation from happening! Then, when it does happen, they did nothing! They fought us saying it was our problem and that we would be responsible for any/all damages the birds would cause, including damages to the panels! DO NOT GET YOUR SOLAR THROUGH THIS COMPANY! THEY ARE LIARS, CHEATERS, AND WILL TAKE YOU FOR EVERY PENNY YOU HAVE!!! An all around HORRIBLE WORST experience I have ever had with a company before. I hope they go bankrupt!

It is not working.

My solar panels stopped working in March. I called them multiple times. Customer Service was very nice. They even provide me the local subcontractor who will provide the service. I called them multiple times but they told me that they didn't get the authorization from Sunrun to replace the panels. Few weeks ago, I spoke to someone and he told me that the replacing the panels may take up to a year. I can't believe this! What kind of service is this? I am very disappointed. Just think before sign the contract! It is good when it is working, but if it is not......

Do NOT use this company

This company has cost us more money than what we were paying previously, ruined our roof and now won’t come out to get the panels off and it is literally raining inside of my house. The system has also been down for months and they haven’t gotten anyone to come out and fix it. Stay far away from this company!

Forget any sort of customer service

Pnaels were removed for a roof repair. But getting htem reinstalled has been a nightmare! I keep Sunrun informed of the roof repair status and called them the day after the roof was repaired. No reponse - despite the message syaing they return calls within two business days. Several phone calls and emails later did get a call back saying the reinstall would be passed to the reinstall folks for scheduling. Tried findong out information -- another series of calls and emails, all with no reponse. FInally got a call that my reinstall was getting the highest priority. The snes I got from the person was that I should consider myself lucky that my panels will be onthe ground for "only" 50 days! They are still on the grouns in my backyard. SunRun is very quick to seal the deal for a new customer, then everything after that is them collecting their monthly lease fee. Customer service is simply not there for you.

Horrible Company

The prior owner of my house paid $30,000 for a Sunrun system. The company refused to repair their defective system dispute literally years of requests. Their panels were defective and rained broken glass into my yard where my grandchildren play. Then they want another $25,000 to remove their crappy broken equipment from my property. Buyer beware and stay away from the worst solar company in existence.

DO NOT recommend

My solar panels are not currently functioning, they said they would send someone out within five business days and it's been almost a month. I am about to have to pay an electricity bill on top of what I already pay for SunRun. They say they can't credit me until it's fixed and I don't know when that will be as no one returns my calls or has scheduled any appointments. Very poor service, I do not recommend.

Support is HORRIBLE!!!

They don’t care and communicating with them is horrible. Everything takes multiple calls and way to much of your time. Stay away

Horrible Rude Customer Service & Predatory of Seniors

A situation in which I would give zero stars if I could. I'm embarrassed for this company and how they target and take advantage of seniors. After 4 days of trying to cancel a contract that my mother-in-law signed, unbeknownst to her son and I, I was finally able to get them to let her out of the contract. She suffers from MS and has terrible difficulty recalling information, which she and I both explained to our representative, Anthony DeBarros, in great detail. Because we weren't interested in listening to his 15 minute spiel, he said he needed to respond to our inability to be flexible by being just as rigid. He tried to sign her up for a Power Purchase Agreement at $64/month and told her it was free to do so. Not explaining the long term impact on the future barriers to selling the home, knowing she wouldn't be in the home much longer, due to her condition. He was extremely rude, spoke over me multiple times even when I asked him to be respectful since I had allowed him to finish, and is now threatening to charge her the cost of the county permit and inspection completed by SunRun because we've encouraged her to cancel. This company has horrible customer service if this is how they treat clients and their family members when they don't get their way, and I would highly discourage using them.

Don't Use Them!!!

In July of last year they installed my panels and battery. To this day (5/11/2021), my battery is dead and no solar power. I'm passed around from person to person. Customer service stinks and I am stuck. Please save yourself and do not use Vivint or Sunrun (as they are now together).

Very disappointed with your service and claim department

During installation your technician used my patio umbrella and damaged due to heavy wind, a damage claim was created. After several attempts to contact the claim administrator Hailey, a representative from claim department called me and that they are not responsible for the damage. I also tried to contact the sales representative Otto, every time I called him he never answered the call and his voice mail was full. I had few people in my family who was interested in getting the solar service but with the experience I am going through I am not comfortable to refer your company. Since the process started last year May it is now a year and still my service is not activated this is unaccptable.

Underperforming system

After looking at the initial design and being concerned their design didn't take into account a very large tree on my property, I was assured by the sales team that it wasn't a problem and shouldn't affect system performance, and would be fixable. After 2 years, the system is severely underperforming (about 50% of the guaranteed output). Besides the hundreds of dollars they'll owe me in underage, there is apparently little incentive for Sunrun to fix the poorly designed system. Their system, at current performance that they won't fix, effectively charges me $0.22/kWh, when power supplier is closer to $0.04/kWh. Underperformance had resulted in substantial electricity bills from supplier, in addition to the lease payment (that increases annually and will be almost $160/month at year 25, with system output decline will amount to paying $2.00/kWh). If you're considering signing a lease, please do the math on the total cost of lease over 25 year term and make sure you comfortable with design (takes into account all shade). Finally, I'm fearful that the (underperforming and costly) system will make my home more difficult to sell...there really isn't a cost-free remedy for a home sale that doesn't include a transfer of lease...and that feels predatory. I have been in almost monthly contact with Sunrun to fix the issue and their Customer Service is lackluster. They've never once offered a solution to the problem (that was completely unforeseeable to me as a customer, but could have been prevented from their end with just a better shade study). I don't feel like this company cares about customers.