Sunrun Inc.

Customer service is poor to non-existent. System not working.

Signed on with Sunrun in November, 2018. Their service and follow-through has been poor to non-existent throughout the set-up time, using outdated permits for our county and no one followed up on them. The only way things were completed was when I actively called and pursued it myself. We were advised our inverter was not working in July, 2020, and a part would need to be ordered. They set up one appointment and no one ever showed up. I called and they said they were sending someone else out. We have had NO CALLS, NO CONTACTS, NO EMAILS, ONE RETURN CALL FROM CUSTOMER SERVICE SEVERAL HOURS LATER, AND NO PRODUCTION ON OUR SYSTEM SINCE JULY, 2020. I continue to send messages and make calls through customer service and still have no appointments or return emails or phone calls. I'm thoroughly disgusted with this company and their lack of follow-through and service.

They take Your Money and Run

Sunrun was doing everything they could to hurry up and take my money to install the solar system. About a year later my inverter goes out. Almost a month before a tech could come to my house, "Yep" the inverter is bad. Well, over a month later, not a call, e-mail, nothing. By the way, they don't monitor your system. I had to tell them something was wrong. I've haven't heard from Sunrun. My advise, to anyone, DO NOT USE SUNRUN, You'll find out the hard way if you need service on your system. Iff I knew how to get in touch with Costco, I would Highly suggest to Costco drop Sunrun as a vendor. Believe the complaints. They have more negatives than Positives.

Terrible customer service

Horrible customer service. They are extremely quick to construct and bill but to fix damage and do anything that does not make them money they are impossible. We are on hold and emails are returned within a couple of days but nothing is ever solved. They are too big of a company to care for their customers.. extremely upset customer

Solar System Upgrade

I was waiting for the final response from Vivint Solar but they said they cannot upgrade my system. The sells person ( Charlie Vincent ) told me in the act of the contract, I can upgrade my system whenever I want if my NV Energy bill is higher than then Vivint Solar bill. I sent them the bills statements and now they are saying to upgrade my system it’s not adding more panels ( it was what the sells guy said ) but they need to Instal a new system ( second system ) and not just add more panels, but for that, the minimum is 8 panels and what I need now is around 3 / 4. So since I’m not able to upgrade my system as the sells guy said I'm filing a complaint against Vivint Solar to remove all equipment ( I already turn off the system )

No service after $$ is collected

My system stopped working after 8 months. I can’t get anyone out to look at it or even to call with a scheduled appointment. I paid $15,000 and got 8 months of electricity before it broke down at the end of May. It is now October and it still does not work. I will look for a lawyer. I would give it negative 5 stars if that were possible.

You never can get anyone on the phone

I have tried to change my payments to another checking account. They keep taking it out of the old account. I guess I will close that account to get someone to call me. I don't see how I'm saving money dishing out almost $200. for the panels. Waited time 75 minutes for someone to call you back then that person has to put in a work order for the changes you need to make.

Poor Customer Service So Far

This review is concerning a solar panel system built on a new house. We had no choice in companies as the homebuilder already had this installed which is fine. Everything was installed before we moved in. It then took about 6 WEEKS from the move in to actually have the service started. The representative that was assigned to us kept giving us different answers but was unable to move things along effectively. Her answer was usually to put the issue on the power company, which may be true, but when I talked to the power company they would place responsibility on Vivint Solar. I cannot provide totally why it took so long to get service started but that issue was there and our representative was unable to really help with anything on that issue. It then took another couple weeks to actually start production once we had the permission to operate which was absolutely ridiculous. Our representative requested that we continue to wait but once I contacted someone else at the company, they sent a tech. The tech then stated that they have to be sent anyways to initialize. However, my initial instructions once we had the permission to operate was to turn the system on and enjoy the solar. The tech stated that is never true and they must be sent. Our power bill ended up being hundreds more in the meantime as this is July and August in the central valley of California. Our service has been functioning at approximately 50 to 60% of the capacity of the solar. With doing my own research and talking to techs and neighbors, it should be able to function at about 80%. I have been trying to work this out with Vivint Solar and the answer is that they create an offset to set the function of the solar based off expected usage. However, this is only been covering about half our energy use. Any representative that I have spoken to so far has been unable to do anything or refuses to do anything making us pay more and not have the total carbon offset that we could have. I understand the offset is designed to prevent the power companies from having a surge of power during peak production times, which makes sense, but we have not supplied any power to the power company yet. I remember doing the survey that helped create this offset and all the numbers were based off our old house which was about half the size of the new house. The panels have been working fine as far as I can tell but do not know if my limited production is related to the system itself or this offset. I have not a knowledgeable response yet.

HORRIBLE.....DON'T DO IT

My husband actually worked for Sunrun some years ago, so we did the leasing option. So...now we have this system on our roof that has caused a roof leak in the same spot 3 times. Sure, someone came out eventually the first two times (from another company because Sunrun has 0, i said 0, techs in our area. None. Not one. That just goes to show how they take care of their existing customers. So, now we are stuck in this contract for 20 years. I would be willing to pay my own roofer to fix this issue once and for all, however, we are not allowed to remove any panels. So, we are stuck with it raining in our living room, a third time, until Sunrun can get someone from another company to come look at the issue AGAIN. I'm not allowed to get it fixed and Sunrun won't do it. That leaves me with rain in my living room!! Their suggestion was to hire a contractor to put a tarp over the panels until someone can tend the issue. Hmmmm....As long as this company rakes in your monthly payment and has you locked into a 20 year contract, they don't care about the rest. Sales sends you to customer service, customer service send you to the field team and NO ONE takes responsibility for the fact that your house is being destroyed by their faulty installation (they missed the rafter and put holes in my roof and never fixed.). Please stay away from this company. My husband has since left and brought about 5 employees with him (because they are also paid shit) and don't like how this company is being lead. This company has since pulled out of my area because sales is going down...wonder why....get the word out people. Don't get screwed like we have been.This should honestly be taken to a lawyer for class action. ZERO STARS!

The absolute worst at issue resolution.

I didn't choose them they took over for Sungevity. They are horrible been dealing with them for 2 years trying to get production issues resolved. STILL CANNOT GET THEM TO DO ANYTHING. I had to stop paying to get some attention and I'm going to again because my issue still not resolved.

High price, bad customer service

We have sunrun system for 30 months now. To start with, their prices were much higher- almost 35% more than the competing companies. We have suboptimal production for 2 yrs in a row. We had 4 months loss of production last year as they could not get it fixed timely. We were paid $30 as compensation. Again, system is producing less power for the last few weeks. To get hold of the customer service is a nightmare. Again I was told that fee is $ 90 per hr of inspection. Either way we are in a soup. Please do lot of research Before choosing Sunrun.

Customer Service

Absolutely the worst company I have ever been associated with. I have had a system for two and one half years and it has now been broken for 5 months. Not registering any electric generated, but I am still being charged and also have a high electric bill. We are unable to contact this company and when we do they keep putting us off to someone else. My wife is on the phone right now, on hold for over a hour. No one wants to take responsibility for their actions. We want to try and get out of this contract and will probably have to get a lawyer, which we will do. Do not get anything from this company. Poor poor in every aspect. Service and communication. I would rate them a one out ten.By phone you are always dealing with company in Utah. Poor.

So not recommend!!!!!!

Where to start. First my panels didn't work for 2 months and no one contacted me! No refund either! Then my electric was high again and 5 panels didn't work, again no one contacted me! THEN my bill was high again and my panels weren't communicating, AGAIN no one contacted me! But they sure do take your fee every month and don't reimburse you when they're broken. Also i have to pay THEM out to cancel, so i'm stuck with a sucky solar panel team!

Initially Highly NOW extremely BAD everything

There is no Bohemia office and my inquiry is being directed to Columbia and the Philippines. I am very uncomfortable with that. Just want to Pay my bill!!!!

Not a company you want

Signed up for a 20 year lease program in 2015. Since then we've had thousands of $ in true up fees that Vivint would respond to, not to phone calls, emails or letters. After 3 years, some one finally came out to check out the system. Apparently whatever was wrong was fixed and the true ups went from $3,000-$4000 annually, to less than $1200, which is where it should be based upon the initial sales pitch. As per the contract, maintenance of the system was/is their responsibility. So much for "responsibility". My advice, think twice before committing to this company and remember, Vivint controls the reviews on their own site and many of the negative ones are omitted.

Awful! They are thieves and a fraud

Omg this company is awful. Refuse to give us a call back and charged our credit card and still avoiding. We need to get a new roof and need them to remove the panels and they are holding us hostage because they refuse to call us back. We have been calling for several times a week since July 1! Telling everyone to avoid this company. STAY AWAY from them. They should be ashamed of themselves!

No Customer Service

Forget trying to get customer service from Sunrun. I began trying to contact them over two weeks ago... no reply yet. If you phone, you can have a wait time of up to 2 hours (maybe more) but they say they'll save your place in line and call you back... So you're meant to wait around for two hours because once they've made the call the apparently make no further attempt to call you back. This is the worst customer service imaginable. Steer clear of Sunrun. There are surely more reputable companies. If I didn't have to give them a star to get this published, I would not.

Vivint Solar = Garbage

Hands down, the worst company I have had the misfortune of working with in my entire life. It's been over 500 days since I initiated the process of getting solar installed on my home, and to this day, I do not have solar power. The solar panels have been sitting on my roof for over 100 days, but the system still has not received permission to operate. Like every other bullshit company, Vivint Solar fronts a friendly, persistent and, persuasive sales team, but once a contract is signed, they offer no support. Do yourself a huge favor, avoid this company. There are plenty of other solar companies who I am sure will have the decency to treat you like a paying customer, even after the paperwork is signed.

Worst service that they can provide

They install my solar panel without a proper permit, after install they couldn’t call in the inspection, he put me on the best situation I have to pay my electric bill and the solar panel installment at the same time , And the sales rep cannot do anything so ask the manager to call me trying to solve the problem, Unfortunately he say I’m sorry I can’t do anything even they make the mistake that’s nothing they can do

They do nothing for the customer

I have had solar since November. All was well and I had a significant credit with national grid and all of a sudden it disappeared. For 2 months my system was not generating energy. Lost a 500 dollar credit I was hoping to help me in the winter months with national grid when we’re not generating as much and in fact I now owe 700 dollars to my utility company and what I was told is that all they can do is follow a performance agreement. 250 dollars. Not even close to the energy I lost and the debt I now have with my utility company and I haven’t even had my system for a year. It was THERE SYSTEM that THEY were supposed to maintain and repair in a quote “timely fashion. Screw me though right? I’m just the customer. Read the fine print people.

All we can say is.....Run ! Terrible product. Terrible company.

We bought system in October 2019. Here we are in August 2020 and system is not complete. Although they state all permits have been issued and approved, and now payment is required, nothing works. LG Batteries are faulty and do not work. Old solar edge Inverters hhey installed do not work. Rising Sun in kailua kona sold us system and we signed agreement with sunrun for equipmemt. Stay away from both. Each blames each other for a lemon of a system they provided.

Worst. Company. Ever.

Where do I begin... Sales person we dealt with lied to us about how our solar credits worked and pushed us to sign the contract without letting us read it all the way. While we were reading he he was complaining about us reading it and telling us it's just a normal standard contract, etc. Terrible. Installation team had ZERO communication. They literally just showed up without telling us and then wondered why we weren't home or ready for the install. Once installed they never turned the system on, I had to call customer service to get it activated and turn it on. Customer Service... wow (and not in a good way). We sold our home and with it, the lease. Both the buyers and us filled out all the required paperwork and submitted all required documents. Sunrun refused to transfer service saying our warranty deed showing the sale of the home wasn't enough to prove that we'd sold it. A legal binding document from our lawyer wasn't enough to prove the sale of a home? Wait what? Then, they continued to charge us instead of the new owners. We finally "got that fixed" and closed our account. Next month, guess what... auto billed us again. Customer service has hung up on us several times "transferring us" to a different department or to a manager. In short. NEVER use Sunrun.

ZACK BERING IS A SHADY LIAR

I WAS CONTACTED BY THIS CLOWN VIA PHONE AND IN PERSON WITH HIS SHADY SUPERVISOR. I HAD THEIR SOLAR PANELS ON MY ROOF BEFORE AND I WAS NOT IMPRESSED ON ANY SAVINGS AS THEIR RATES SKY ROCKET IN THE SUMMER. I WAS TOLD I NEED ADDITIONAL SOLAR PANELS TO OFFSET MY SDG&E BILL. I AM NOW GETTING 2 SOLAR BILLS AS THEY INSTALLED A NEW BOX FOR THE ADDITIONAL PANELS. I ASKED ZACK, SALES REP, POINT BLANK ABOUT THIS PRIOR AND HE LIED TO ME REGARDING ADDITIONAL BILLING. MY SDG&E BILL PRIOR TO ANY SOLAR PANELS IN THE SUMMER WITH THE GAS BILL RAN APPROXIMATELY $100. I HAVE NO AIR CONDITIONING OR DISH WASHER TO RUN UP MY ELECTRIC BILL, NOW WITH SOLAR PANELS I AM NOW PAYING TWO BILLS TOTALING ALMOST $200 FOR ELECTRIC ALONE. I NOW HAVE AN ADDITIONAL BILL AND PAY MORE FOR ELECTRIC. THIS IS FRAUD WHERE IS THE SAVINGS! I WAS BETTER OFF WITH SDG&E ALONE. THIS REP IS A LIAR AND IS SHADY AND THIS COMPANY ONLY CARES ABOUT A COMMISSION CHECK AND SALES. WHEN VIVINT SOLAR KNOCKS ON YOUR DOOR RUN LIKE HELL!!!

SUNRUN LIES AND RIPS OFF HARD WORKING PEOPLE OFF!!!

SUNRUN HAS THE WORST CUSTOMER SERVICE AND THEY LIE ABOUT HOW MUCH YOUR HOUSE WILL PRODUCE!! I FAITHFULLY PAID MY BILL MONTHLY AND PRODUCED LESS THAN HALF OF WHAT WAS IN MY CONTRACT FOR THAT YEAR AND THEY TOLD ME THAT I HAD SWOLLEN BATTERIES ALL THAT TIME!! I CALLED THEM ABOUT MY PRODUCTION, THEY DIDNT CALL ME BUT YET MY BATTERIES WERE SWOLLEN THE ENTIRE TIME!! THEY CAME TO MY HOUSE TO REPLACE BOTH BATTERIES BUT NOT WITH NEW BATTERIES, THEY WERE REFURBISHED AND THEY OBVIOUSLY DIDNT FEEL THE NEED TO TELL ME THAT I WAS RECEIVING OLD BATTERIES!! ONE MONTH LATER AGAIN I WAS NOT PRODUCING AND A TECH CAME TO MY HOUSE ONLY TO TELL ME THAT ONE OF THE REFURBISHED BATTERIES WAS IN FACT DEAD!! I LIVE IN THE “RAIN FOREST” IN HAWAII WHERE IT RAINS NEARLY EVERY DAY AND IS CLOUDY! THE SALESPERSON KNEW THIS BUT INSISTED ON INSTALLING THE PANELS JUST FOR A QUICK COMMISSION!! CUSTOMER SERVICE AND CASE MANAGERS WILL NOT HELP ME IN ANY WAY OR REFUND ME FOR ONE YEAR SERVICE THAT I PAID WHILE THERE WERE SWOLLEN BATTERIES ON MY HOME WHICH WAS NO FAULT OF MINE!! THEY WILL TELL YOU THAT THEY MONITOR YOUR SYSTEM BUT IF THAT WERE TRUE THEN WHY DID IT TAKE THEM ONE YEAR TO REALIZE THE BATTERIES WERE SWOLLEN ON MY HOME THEREFORE MY SYSTEM WAS NOT PRODUCING!! INSTEAD I CALLED THEM TO MAKE THEM AWARE OF MY UNDER PRODUCTION!! WE AS SUNRUN DISSATISFIED CUSTOMERS NEED TO BAN TOGETHER TO HOLD SUNRUN ACCOUNTABLE FOR THEIR ACTIONS!! THEY ARE TAKING MONEY FROM HARD WORKING PEOPLE AND NOT STANDING BY THE SERVICES THAT SAY THEY WILL PROVIDE IN THE CONTRACTS!! A LEGAL TEAM NEEDS TO LOOK AT ALL OF THE COMPLAINTS ABOUT SUNRUN AND HELP US GET WHAT WE HAVE PAID FOR!! THANK YOU FOR READING!!

A Big Scam

Was told I would save a lot of money Was told if the panels ever needed to be removed, it would only cost $250 All a lie, had to have panels removed twice in the past 2 years, $500 a pop Tried talking to an attorney about this, he said the money you would have to spend to get out of the contract is not worth it I don't understand, I see so many complaints, especially on the BBB website and yet this company is getting away with deception I consider this fraud Company doesn't even deserve 1 star

I think Vivent solar doesn't care about you as a customer.

Last year my solar was out for 3 months. Was charged by NV Energy and even with my system producing no power, I was still charged over 100.00 a month by Vivent. Having issues again now and have been trying to get them to call me back for over a week. They get you in and then they could care less about you.