Sunrun Inc.

Substandard in every way

Began the process in November 2020. Now nearly the end of March 2021 and no real movement on project - should have been completed in two months per the Sunrun salesman. When calling I've been placed on hold for 20 minutes and been hung up several times. I would definitely recommend NOT going with SunRun.

Sunrun will not replace faulty inverters under Warranty-3rd time

3rd issue with Sunrun and their poor customer service. Why have a contract if they won't replace faulty inverters under Contract. States system producing better than neighbors even with faulty units. How or why is that a comparison? Enphase stands by their product directly but Sunrun doesn't unless you do their work for them. They expect you do the Warranty leg work then offer to charge $90/hr to do the repair. Do not do business with them pass install under a PPL.

Worst solar company around.

I have had a open dispute for years. A system sitting on my roof not even working. And no one helps. Real product. Worst company.

Nothing but a scam stay away absolutely no customer service

I was told my electric bill would drop by 80% and be barely over $100 a month well that was not the case so with paying them there fee then paying my over $400 electric bill that I still have I'm only saving about 10% if that customer service is absolutley no help even after speaking to 2 supervisors no one had a clue on how to help or try to fix this major issue but no one will call u back and they just keep passing the buck now after a year of there shitty service I'm still trying to get more panels added to cover my still high electric bills so now looking for another company and getting my lawyer involved with this company for its lies

Vivint Solar Power Purchase Agreement

I've been a Vivint Solar PPA customer for over 2 years now. The system went down and stopped working November 3 2020 and I called repeatedly to get it fixed. I finally filed a complaint with Consumer Affairs and low and behold it got fixed after 3 months of no power service. Unfortunately the story doesn't end there. They still charged me an estimated charge each month based on their systems average performance. They said they would refund the charges after 2 billing cycle. Guess what, they did not do any such thing. They charged me for power they never produced. Fair warning for anyone who reads this, DON'T DO BUSINESS WITH VIVINTSOLAR!! They are liars and don't give a crap about their customers until threatened by consumer advocates. Oh, and by the way, I was tricked into signing a twenty year contract which I probably wont live to see end. This should be some form of elder abuse. That's right, they prey on the elderly!

Went with another company

I went with another company after getting conflicting information from the salesman and not liking the high pressure sales tactics. The $500 deposit which I was told by the salesman was not necessary to get an actual design and cost estimate for the system I wanted all of sudden became a big deal. Comparing costs and warranties this company was behind others as well.

absolute worst...nothing but lies

bought a home with existing lease agreement, 84 panels for a 2000 sq foot home. Why? the previous owner paid down the lease agreement, but I still pay over $350 a month. I wanted to add battery storage, and was told I needed to purchase more panels, but I have 84 already. Was told that they would clean the panels annually, but now they tell that sunburn doesn't clean panels, but they can do it for an additional charge. Worst service I've ever experienced

Ongoing nightmare

I live in a high demand home market where first time buyers get bullied out by cash offering investors. We found a place that had a sunrun system we inherited. It has always been pricey we use half the power the old owners due sunrun said before we purchased we would be assessed at a year for usage and may reduce the system to save us money if we always overproduce. A year later that was a lie no such assessment and we absolutely use less energy as we have an excess of 450-750 kWh a month. Last year sdge (utility) called me and asked why our power spiked out of control and asked us to check our pv to see if it was working. One of the inverters had died and the system is at half production. I called sunrun which is BS since they allegedly monitor the systems and they tested it over the phone and saw the system had failed. The person told me I’d receive a credit for under production and someone would be out in a month to fix it. A month later the tech was no show, I call and they reschedule a month later. That same call they tell me no such credit applies because i have a over production average. They average the monthly production over the term served in the agreement which we were in year 4-5. So the average was high from overproduction averaged over time since before we even owned the house. Next month comes tech was no show, called again rescheduled for the next month rep told me there was no appt for that month but doubled back when I gave them the date and they investigated. A month later they called same day of appt after a no show to reschedule a month later. A month later the tech bills sunrun for an hour of work after he called me saying he couldn’t do the repair because they never gave him the inverter. So here we are in the 6th month of half production with no current appointment for repair, paying 404$ a month to sunrun, a payment plan for our utility for 143$ because of the energy we used since our panels failed, plus another charge for the electricity we are still using. So we pay about $7-800 for electricity a month for a 2 bedroom home with mostly HE, or gas appliances. The year and a half before the inverter failed we never paid the utility for power and actually had a overproduction. This should be illegal if you get solar go with someone else, if you want a house with a sunrun system tell the owners good luck and go with a different home. If it’s not soon I will be paying a lawyer to review my agreement and the treatment we received. It would probably cost us less then what we currently pay for power.

Underperforming system and poor customer service

- Sunrun installed a unit mid December, we didn't get a permission to operate until the first week of February. - Our contract was for solar system that produced 8.51 kw and what was installed has produced at its it's best 4.1 kw. - We have two Telsa batteries, they have not been charging at all and are currently at 31%. -The unit has been in standby mode going on 2weeks - I called custom service and was told that someone would call but they did not. I called back again and they said that it would be 30 days before a technician can come out. This is a brand newly installed solar system that does not work properly. Sunrun is not providing any assistance, care or urgency to correct the issue of installing defective panels and powerwall batteries that don't perform or operate.

Literally the WORST - Complete Scam

Bought my house July 2020 which was already 2 years into the lease. We paid the interest up front to avoid the annual increase in costs. An up front payment of $7400. Took months to get the first bill and they still charged us the extra interest and now they can’t “find” our payment. The panels also don’t work as promised. Our electric bills are HIGHER. Jesus Santacruz in the service transfer department told us they don’t have a customer service phone line at all. They gave us their legal department phone number and we do t know why

Recent experience

I have been a customer of sunrun since 2016. I received an email from them back in december that an appointment that was scheduled for January 1st needed to be moved due to it being a holiday. I had not scheduled an appointment nor did I know i had one even scheduled. The customer service reps knew little to nothing when asking why i needed service. Come to find out my system had been under performing since October 11th. They couldnt get anyone out to my residence to see what the issue was until late January. They came a day early when no one was home so they were unable to find out the issue. The techs who came out also tried entering the backyard via a locked gate. Another appointment was then scheduled for them to come out to fix the issues they had found. The next appointment wasn't until Feb 22nd, all the technicians did was go up on the roof to see if any issue were caused from up there. They then found a squirrels nest that needed to get removed. Sunrun claims they are unable to remove the squirrels nest due to it being a biohazard and referred an outside company. This outside company is booked 3 weeks out and they refused to set up another appointment to make the repairs until the nest is removed even with a date scheduled. I have been losing the ability to store solar power due to this issue and have been paying sunrun and my local electric company. Sunrun has done nothing but drag their feet and breach the contract.

The worst company to deal with

In Dec 2020 we sold our home and the solar was leased. It took numerous phone calls by myself and our realtor to finally get the transferred completed with having to resend multiple documents previously sent. Then Sun Run posted my November payment to the new owners account this took multiple phone calls to get the payment posted to my account. Today we are dealing with December bill that was paid on 2021 and ACH Transaction from my bank on 2 Feb 2021. We have called twice to get this resolved because they posted the payment to the new owners account. We called on 10 Feb 2021 and the payment still has not been posted to my account. We called again today 19 Feb 2021 and were told they sent it billing for resolution. In my view they are committing fraud by accepting payment and ACH deduction from my bank account and so far they have refused to credit my account. Stay away from Sun Run they have incompetent systems and they must constantly be called to resolve issues.

Cannot rely on Sunrun claimed expertise

I have been a Sunrun customer for 4 years, i relied on their technical expertise and sales pitch. They designed a system that is 4600kwh per year less then my home requires in spite of having my PG&E billing history. I have on average $1000 true up charges per year. When contacting Sunrun to see what can be done to fix this i am told i need to add 11 more panels, at approximately $9000 pre pay costs. They will NOT replace my 22-250W panels with the more efficient 350W, the only solution is additional panels. When i asked why my original design was not sufficient they claim the PG&E KW price tier i would be billed was not expensive. This from a company with a sales pitch saying PG&E's prices would continue to rise, yet neglected to design a sufficient system to meet my needs. I was told by Sunrun that I am not alone, other customers are in a similar situation and Sunrun's policy will not allow any modification to an existing system. I certainly expect to pay for additional capacity, my issue is why these experts failed on the original design. I relied on Sunrun, I didn't do my due diligence. Don't make my mistake.

SUNRUN PPA

Sunrun installed a PPA on my mother's shake roof. The roof was in need of repair and replacement at the time of install. The sales rep told my mother not to worry that when she had the financing for replacing the roof they would do so for $500. There is nothing in the contract that they had her sign that shows this and we have been trying to get this issue resolved for over 4 months. We sent a demand letter indicating we needed to remove the panels and install a new roof as the current roof is health hazard and leaking. My mother is elderly and should not have been taken advantage in this manner. She told the rep she needed a new roof prior to install but they preyed upon her age and installed anyway and now they will not respond to her demand letter to remove the panels to install the needed new roof. STAY AWAY FROM ANY PPA from SUNRUN. They are a predatory company that will not respond to your requests after install.

SUNRUN does not update their systems

I purchased my solar system in 2016. Since then, SUNRUN has begun to install batteries that can act as generators in the event of power outages. Older systems are not compatible. Therefore, I have had a system placed on my house that is already outdated and will have on my house for the next 15 years. I will have 2016 technology on my house in 2036.

Don't fall for this scam.

Ten years ago, we paid $13,500 for a system. That works out to $1350/year. Divide that by 12 months is $112/month. The solar panel portion pays $5-10/month at best from our electric bill. So we pay $112/month to save $10/month. RIDICULOUS! We had an audit and went through all our bills for a year. This is the worst idea ever. Stay away from this horrible scam.

Not responsible at all

They installed over a months ago have scheduled inspection and never show up and my sale rep no way to be fund

So far we are not impressed

We were approached by Titan Az. regional mgr according to his business card system has under performed since Nov 2018 we have been lied too jerked around getting no where complaint is now in with better business phoenix. Titan has been out to our home now complain they can not help us. The lying is so unprofessional now they dumped it on SunRun which has been aware of this problem from the start. Not holding up to our agreement shorted us 2 panels system is underperforming

Scammers, customer service doesn’t care

These guys installed a 20 year contract on a roof that need replacement in 3 years. They also installed 50 panels when they continue to charge for 52, stealing 4% on their already overpriced stuff. Don’t trust the lies about “24/7” monitoring, their plan is to tell you any lie, have you sign their 20 contract then stop caring about their service completely because you’re stuck now. Go with another company

If I could do less than 1 star.

They lied to me from the beginning about it all. Said it was purchase not lease. My tru up charges are over 1000 dollars a year. Tried to tell them we had a room we were not using yet and they removed two panels from the original plan. They lied and said they could add more panels and now they tell me I have to buy a whole additional system. Don’t do it!

I wish I could give it 0 stars

I'm writing this review while I'm sitting at home instead of work with a migrain from my experience with Sunrun's customer service. I've been trying to deal with an issue for more than two weeks. They promise to call back and never do. It's been an absolute nightmare. I've never had such a bad experience with any customer service. I can't describe how rude, unprofessional, unhelpful, unresponsive, and frustrating this experience has been. Hopefully you will not have to call customer service, because you won't get anywhere.

Bad costumer service and don’t resolved the problem

My roof didn’t leak before the solar panel , Horizon knew it was their fault and tried to fix it , now Horizon doesn’t exist and SUNRUN assumed there warranty, now SUNRUN clean their hand and said it’s not their fault.

STAY AWAY FROM THIS COMPANY

I brought solar panels and the was a very dissatisfied liars you don't save energy they don't explain about you bill are more higher . In summer I pay $400 plus 115 for the panels . In winter I pay 60 dls and we don't stay in home until night . In short words the panels don't cover the empty house . Don't buy panels liars.

Abysmal Customer Service & Cavalier Approach to billing.

We chose the item because we felt that it was a good program; unfortunately for two months the system was faulty and due to a mixture of rash estimates, faulty math, and general incompetence for 9 months are bills were wildly erratic and bore little relation to production numbers. The company seems to have outsourced each of their customer service/billing/production depts. and they fail to communicate with each other and no one seems to have any authority or ability to answer questions. Their help desk does not reply to emails. Our bills and production numbers have now settled down and we would be happy enough, but we are still in dispute over billing errors as the production records and billing do not match. I regret entering into a contract with such a systemically poorly-organized company.

WORST EVER!

To anyone considering solar, PLEASE go with any other company than Vivint. There are so many to choose from. It's true what all the other negative reviews say. They will give you what you want until you sign that contract and the panels are up/working. Their customer service is beyond horrible. We've had years of issues, but this year was the worst. We knew there was something wrong with our panels and had to fight for weeks to get someone out to check them. Once the tech came out he confirmed we had several pieces not working correctly. He said he'd get the parts and return. He NEVER returned. We had to fight again for MONTHS to get someone out. Every customer service rep said they had NO record of anyone coming to our house and that our system was perfect. I mean, what a joke! After 3 months we finally got in contact with a supervisor named Miles and he all of the sudden found the record of a tech coming out and that we did have an issue. Meanwhile, our true-up is through the roof. He said he'd open a case to see if we could be reimbursed for funds lost since their company never returned to fix our parts. But of course, case was closed and they didn't find any money they owed us. I mean, not shocking since they are the WORST solar company. To this day we are still waiting for the tech to come "fix" our system. I will NEVER refer them to anyone and I will tell anyone who asks about solar to NEVER go with Vivint and all of the horrible and shady things they do. What a pitiful company!