Sunrun Inc.

SCAM!!Stay Away From SUNRUN!!

We inherited the lease when we bought our house. They just lie that you will save money. We ended up paying more and are stuck with them for 20 years! They are charging us 37 cents per kWhs which is much higher than PG&E, and they increase it by 2.9% annually. The billing is so confusing because we are dealing with 3 different companies (Sunrun, Silicon Valley energy company that buys the electricity from Sunrun (just found out at 7cents per kWhs when Sunrun charges us 37 cents!!) and PG&E for delivering the energy). None of this was explained to us- all you hear is that you get credit on your PG&E bill- which is another lie. Be aware that your monthly PGE bill is low because it is NOT for your electricity use (that's just for $10 monthly meter reading and gas only), at the end of the year you get a surprise large bill from PG&E called "Tru Up" for your yearly usage. Once we found out all these, it was too late. it's impossible to get out of a 20 year contract because of the egregious penalties. DO NOT LET THEM FOOL YOU!!!!

Shameful

Do not give your hard earned money to this company. When you need the, they are less than helpful and they leave it up to their poor off shore out of country reps who know nothing. I don’t even think the customer service reps know who and what Vivint does. They just stick to script. Be warned that you will be both frustrated and disappointed how they are the nicest people until they have your banking info and then they drop you. They only care about new business. Greedy, seedy and less than a reputable company. They don’t deserve any of us, however, we art stuck. Do I hear a Class Action suit?! We should ban together and fight back. Liars and cheats do not deserve to do business in this country. Shameful.

Poor outsourced customer service

I bought a new home and had the existing Vivint Solar lease contract transferred over in my name. Since then, any time I need to contact Vivint for a question about my service or bill, I am transferred to outsourced customer service from India, with agents with thick Hindi accents and barely intelligible English. Can I please speak with someone who I can understand?! What's worse is that my problem never seems to be corrected, I keep getting transferred to another department, and then hung up on. This has happened on several occasions. If you are looking for someone with great customer service, it's not Vivint. Counting the years until my solar lease contract is up and switching to someone else.

If I could give zero stars, I would

I would not recommend them at all. Initially things will go well and you will think you made a good decision. That will last a few months at most. Our panels stopped producing June for some reason. They noticed in late November.... not sure why they didn't catch it sooner!!! Someone came out to "fix them" a week ago and we are still showing no production. They have the worst customer service I've ever encountered. Whenever we reach out to them, our inquiry has to go to another department and we have to wait days for a response. I guess if you want some decorations on your roof, they are a good choice, but if you want working solar panels, I recommend going anywhere else.

The worst decision in my life.

If you are looking for a reliable solar company, stay away from them. It has been a year since I signed the contract and the solar panels still not working. I would like to take the solar panels off if I could. Definitely not recommended.

Terrible Customer Service — stay away

We purchased a home last month that already had solar panels. I had no choice but to accept the panels if I wanted the home. The roof has a huge leak on it. I had to wait 8 days after I called it in just for Vivint to send someone. They sent a young man to determine that the roof’s damage was not caused by the solar panels (okay lol) When the young man finishes checking the roof— he places the panels back on. At that point I was so confused. I need the panels off in order to make repairs to the roof. The young man then tells me that he is not authorized to remove the panels and take them with him. I was like what?? Then I had to call Vivint (another department) wait another hour on hold for a young lady to tell me that the soonest availability they have is 6 days. I have an emergency and they just don’t get it. Water penetrated through the floor. I have not been able to renovate both apartments because of them. They just don’t care. I have a bill to pay but how can I pay it if I can’t even rent the property. How could I with a faulty roof? Okay & then here is what happened next, the coordinator from the panel removal dept. asks me to highlight a diagram selecting the panels that need to be removed. Um, I am not a licensed roofer. Vivint just had someone on my roof. Like I was not on the roof with him. Why couldn’t this rep just ask her co-worker. Honestly, very poor training and customer service.

Horrible customer service

It has taken months to schedule an appointment to replace a bad inverter that will only take a few hours to repair. Their customer service is horrible! They do not return calls. The field tech is very good, but Sunrun is terrible at returning calls and solving issues. It’s as if they just don’t care.

Should be negative stars

We attempted to refinance our home and discovered that Vivint refused to release and then resubmit the Notice of an Independent Solar Energy Producer Contract filed against our property title, which prevented us from re-financing with Wells Fargo. Wells Fargo contacted Vivint to request a release or resubordination of the "lien" on our title and after Vivint refused to do this Wells Fargo provided an industry standard 1/2 page form for Vivint to complete, which Vivint also refused to do. Instead, Vivint rep Jacobo Escobar insisted that we sign a new 4 page contract amendment. This new contract amendment was considerably less favorable than the original we had signed and included a statement that we released all claims against Vivint, included a non-disclosure statement, and was actually titles "Settlement Agreement". We of course refused to sign this disadvantageous contract we caused to incur two mortgage rate lock fees while Jacobo wasted everyone's time before finally relenting and having the "lien" released and re-filed as we had originally requested. Around this time I discovered that Vivint had actually filed two (2) Notices of an Independent Solar Energy Producer Contracts against our property- one in April 2015 and one in November 2015- a clear breach of contract. I related all of these concerns to Aaron Thompson last year and he offered us a $500 credit which is completely unacceptable considering the time and expense incurred, and of course now we no longer trust Vivint as a reputable business partner after this attempt to extort us into silence and a less favorable contract. Mr. Thompson also eventually offered us a buyout price of exactly the same cost had we not experienced such dishonest and unethical behavior from Vivint when attempting to re-finance our home. Vivint's filing very clearly clouded title of our home preventing us from refinancing on our terms, and Vivint very clearly attempted to coerce if not extort us into signing a less favorable contract amendment including an NDA. Also, the Vivint sales rep indicated that one of the advantages to having solar was the system would continue to produce power during power outages, but didn't tell us that this power produced during outages flows uselessly into the grid while our home remains unpowered, and he also advised that upon moving the solar system could be removed for a one time fee of $500 which is also not true. We would like Vivint to offer us a realistic compensation offer commensurate with the time and effort and out of pocket costs we incurred while Vivint jerked us around and prevented us from refinancing on our schedule, and we would also like Vivint to remove the solar system from our home or offer us a realistic buyout price considering the duplicate filings against our title and the fact that they system has experienced something like a 20% decline in power production over 5 years. Vivint seems to always respond "oh no" to reviews but never does anything

Worst company!! Scammers and con artists

I was sold this system by David Nekula who said my highest power bill from the company he made me switch to, would be about 130. Lie! They are over $200 each month, closer to $300 a month. He doesn’t return calls and neither does his supervisor, Amanda Miller. Worst customer service and liars that I have ever dealt with. Don’t go with Sunrun! They lie and have no idea what they are doing. I am stopping my payment draft to them. David came across as knowledgeable, but it was all a lie to get a commission.

VERY POOR

I have been going through problems with sun run for over a year . they continue to send people to check the problem in the cost of the year. I take photos of the panel which says, ERROR 050 problem and they have not fixed it yet. what can I do

The WORST company ever! RUINED new roof and won't replace

This company failed at every step of the process. They created plans for the back up battery and did not follow their own plans for installation. This was the first township failed inspection. We did not hear anything from the company for 20 days. Finally, after several calls they came out to make changes and the battery was reinspected and failed again. The electric still has not passed inspection. Sun Run insisted that we get a new roof before they put on the panels. We did get a new roof in July and they installed the panels in September. We have had significant leaks through through the ceiling. Sunrun came out and admitted it was their faulty installation which caused the numerous leaks. We spoke to the managers at sunrun who promised their legal department would get back to us and we are still waiting. Bottom Line-Delays, terrible workmanship, destruction of out roof and failure to remedy!!

Beware. Terrible customer service. Shady. Do NOT use.

Trouble with panels. Website rarely works. Customer Service is terrible if you are lucky enough to get through. Placed on hold numerous times. Disconnected numerous time. My roof is leaking. I called over a month ago to have the panels removed. I paid for the service over a month ago. I have called numerous times. They can take your money but fail to provide the service. I would NOT recommend to anyone.

Trash

Can’t ever get anyone to return a call. My panels have never performed the way they were supposed to. The tech said someone would reach out to me and they have not. I’ve called and called and it’s always we’ll call you back. I would not suggest this company.

BEWARE! Crooked Business! Bait & Switch! NO CUSTOMER SERVICE!

Worst decision I have ever made my whole entire life. Please stay away from Vivint Solar. They have the worst customer service and even worst "Executive Resolution Experts". My panels never work like they're supposed to and as of now have been waiting over 60 days for someone to figure out what's wrong this time. according to their contract, we are to have resolutions to issues in a timely manner or else the company is in Seller's Default and should be allowed to break the contract. However, when the company is able to decide what a timely resolution is, you will never win or get them to give you the work required. AND DON'T LET THEM BLAME COVID. This has been an issue since April of 2019. Long before COVID19. Save yourself the trouble and stick with NV Energy. At least when you call NV Energy you get someone from this country that knows the details of your account without having to put you on hold for over 15 minutes to "Check their resources". Stay on the Grid people!

WORST experience ever!

We have had our solar system for 5 years. Prior to installation, our roof was inspected by Vivint and I was told the roof was sound for "at least 10 or more years." Just recently, our roof began leaking. We need a new roof. The contract reads that if and when a roof is needed, the "system" will be removed by Vivint. Now I am being told that they will remove panels ONLY and NOT the supports. Meanwhile, our roofer, understandably, will not remove the supports since he is a ROOFER and not a solar specialist. After fighting desperately to have the entire system removed, Vivint came yesterday AND took panels ONLY. They left all the supports in place. Today the roofer came and cannot replace our roof because of the supports. BEWARE...anyone thinking of working with this company. Go onto another company and thoroughly discuss the roofing option PRIOR to signing up for solar.

System Installation and Removal

I needed to have my solar panels removed to allow me to conduct storm related roof damage. The initial request was submitted in the spring and I was informed that it was a six week delay to schedule the panels for removal. The initial date was scheduled Oct 8, 2020. The team never showed up and when I called the help desk I was told they were on their way. The team never showed and when I was able to reach someone from the scheduling team I was told they did not have a crew available to preform the task. I was rescheduled for Nov 3, 2020 and I encountered a repeat performance where the removal team never showed or called. I was contacted this time by the scheduling team and they informed me the team would arrive at 0830 on Nov 4, 2020. The removal team arrived on Nov 4, 2020 at 1:30pm est and the panels were removed. As the removal team was cleaning up I asked the supervisor if the panels could be reinstalled on Friday, November 13,2020. The supervisor informed me that I needed to contact the scheduling team to schedule an installation date. I contacted the scheduling desk later in the afternoon and was told no installation could be scheduled in the MD area until further notice. If you are looking for good customer service don't engage with Vivint Solar.

Beware of sales

It’s advertised when there are power outages the back up Brightbox battery kicks in; thought it was part of the system. Turns out, its separate and has to be stated in the contract. Sunrun refuses to upgrade and now I am stuck for 20 years. Beware of salesmen

Service SUCKS

My system has been down for 3 weeks and they told me they can't do anything for 2 more weeks, than tells me "I can have a technician stop and look at it soon" that was 8 days ago, still waiting. Don't sign these people up, they lie like politicians .

NON EXISTENT SERVICE

I've had Sunrun for a year. Everything worked fine for about a year. I got a bill for over $300 from the electric company on September 22. Previous bills were about $12 for the connection fee. I emailed the company and they said someone would contact by the next business day. No one did. On October 15 I got an email stating a technician would show up on November 13. SO I'm paying for solar panels that aren't functioning AND the electric company. So I'm paying twice for the same thing.

Do not do it! It is a scam! You will sign your life away!

Vivint Solar (also called SunRun) is a company that will woo you into thinking they are customer-oriented, responsive, and helpful. Their sales-team is on the ball, ready to get you to sign their contract. When they talk you through the contract, it looks like a win-win situation. This is what they tout: "No up front cost! You pay less per kwh than your local utility company! It's a win-win for the environment and for your utility bill!" I was so ready to do my part for the fight against climate change and start using solar energy, plus get a huge discount on my bill, but I did not read the fine print of the contract. You will sign your life away by signing this contract! Do not do it! Once you have signed their contract and the solar panels are on your roof, they forget about you. . Customer service is unreliable and unable to do anything for you. Managers are unhelpful and never call you back. They use stall tactics. Here is the reality: 1) Your utility bill does NOT go down. It goes UP. Read the fine print! You have to pay for all of the energy your solar panels PRODUCE. Not the energy that you CONSUME. So, if you live in a sunny climate, your panels are going to be constantly producing energy. You will PAY for this energy! Even if you are away on a trip, not using any energy. It's not what you consume, it's what the panels produce! 2) They say they will never place a lien on your home. Guess what? They not only placed a lien on my home, they placed TWO liens on my home! 3) You have to pay them for 20 years! And every year you will see a 2.9% increase. Which is way higher than any increase you will see from your local utility company. Eventually, you are going to be paying through the roof for leasing those solar panels from Vivint. 4) Your roof needs repairing? Forget it. This is where their customer service starts to fail miserably. You need to give them at least 30 days notice. You have to pay a fee to remove and reinstall the panels. You can never get a hold of them. Never mind if your roof is leaking. 5) If you move these are your options: a-you can transfer the system to the new homeowner, b-you can take the system with you, at your own expense and provided that your new home is located within their service territory AND where the sun exposure is not less than your current property, c-you can buy the system from them, whatever the price that they set! So, in my case, the new homeowner did not want solar panels from Vivint Solar (imagine that, they actually read the reviews). I could not take the panels with me because I was moving to a location where Vivint did not provide service, so my only option was to buy the panels. I could not get out of the contract any other way. How much do you ask? I had to buy them for $20,000!! Bottom line, don't do it!

Sunrun away!

A panel has been down and out for over 3 months and Sunrun has not fixed it, nor even returned a phone call or email, despite now being up to 6 emails and phone calls. I do receive the automated responses saying they have received my message and will respond soon. Ha! My next communication to Sunrun will be from my attorney. Sunrun away from this terrible company.

Poor Customer support

Friend of mine recomended

I would give zero stars if I could horrendous company

They kept coming to my door saying they would save me 50% of electricity

Violation of contract

If your company doesn't do what it says in contract to do then you are in violation. Remember that when u don't hv jobs! Sunrun chrgs me $80 AND I STILL HV TO PAY OVER $100 a mth to NV Energy. (No data recorded!) I hv been trying to cancel and all I get is auto response but no followup. Shameful. Shouldn't b in business.

Horrible Company DO NOT go with them

I paid $3550 In early September to have a detachment done due to roof and siding damage. I was told an appointment could not be scheduled until the fee was paid and the turn around would be 30 days for them to come out. I paid the fee and almost a month later after talking to 7 reps, a customer service manager, the install department that said they would call me back, nothing has still be scheduled. Poor company, poor customer service.