Sunrun Inc.

HOLY H HORRIBLE

Installed panels Dec. 18. After 10 most of fiddling around with the permission to operate application with National Grid, someone at Vivint finally got it right and we we're turned on. Now that they're operating, no on has showed up at our house (as promised) to show us how the system works and to read the inverters. Had a Solar consultant come and look at out system who said that they sold me a much larger system than what I actually need, thus not earning as much credit from the Grid for the KW that I make. MULTIPLE calls to the worthless CS center to get an employee to come out and not only show us the ins and outs of the system, but to honestly tell me that they sold us a nominal system has left us nowhere. PLEASE BEWARE that this company does not care for the customer.

Very, very poor. Worst among all companies in all businesses.

1) They signed up my mother with dementia with a terrible contract. 2) They do not respond to emails when there is a problem. 3) When you call, minimum time on the phone is an hour. 4) When you call, they never know what is going on, or what your last phone calls were about. Very, very disorganized. 5) WHEN WE SOLD THE HOUSE, THEY DELAYED THE CLOSE OF ESCROW! We gave them everything requested, and their process delayed the sale of the house! 6) RUN! Get anyone else.

There trying to charge us $7500!!

They put up solar on my moms roof. And where they installed the solar they clearly didnt do it right because the roof is rooting where the solar is installed. They want to charge us $7500 just to take down the solar!!! Worse company ever. Your making my mom sick! I would like the owner to contact me immediately. If not then i cam see they dont care about there customers. What a scam of a company.

what a joke sunrun is...

WOW! after a year electrical analysis ,,,I SAVED A whopping 99 DOLLARS!!! WHAT A PICKING JOKE...I HAD TREES CUT DOWN TO GET APPROVED..HAD TO FIGHT TOOTH AND NAIL TO GET REIMBURSED...SAID I COULD ADD MORE SOLAR PANELS..YEA...WITH A WHOLE DIFFERENT SYSTEM AND A WHOLE DIFFERENT ACCOUNT...TOTALLY DISGUSTED WITH ALL THE PANELS ON THE ROOF....GUESS WHO IS MAKING ALL THE MONEY? SUNRUN....I WAS TOLD I GET REMIBURSED FOR ALL THE EXTRA ELECTRIC I WOULD GENERATE.....LIE!!!!IF I WOULD HAVE KNOWN I'D ONLY WOULD SAVE 100 DOLLARS A WHOLE YEAR... I WOULD HAVE NEVER EVER CONSIDERED SUNRUN...TO ME SUNRUN SUCKS AS A COMPANY...VERY UNHAPPY CUSTOMER AND I WILL CERTAINLY TELL PEOPLE THAT!!

Misled, NO SAVINGS, NO CUSTOMER CARE

I want to start by saying, leaving a negative review on any product is not my norm...so for me to do so means I've given Sunrun the opportunity to resolve the situation but they have chosen not to so this is my only recourse. IF YOU ARE CONSIDERING A CONTRACT WITH SUNRUN - DON'T! Here are the facts: > The sales team will market this system at no upfront cost they will install system and make their revenue on the lowered monthly utility costs over the next 20 years, to which you are locked in. (TRUE) > They will also ask for a copy of your current electrical bill in order to show you what kind of savings you will enjoy on your monthly bill (TRUE) > They will explain to you that you will still be connected to the local utility and will need to pay a connection fee between $25-35 per month, this is needed should you use all the stored power in your batteries it will switch back to your public utility so there will be no loss of power (TRUE - except fee in my case is slightly higher) > They will advise that due to permitting procedures with the local utility the system may take between 4-6 months, it took longer. However the SUNRUN representative always checked back with you to assure me that things were moving along, thought wow what great customer service. > During the first 3 months of activation i saw savings, yeah i made a great decision. Here's where it falls apart: > After the first 3 months of activation my utility bill went back to what I was paying before SUNRUN, and I was still paying SUNRUN their bill of $99. On some months I was now paying 2-3x more in combined total than i did without SUNRUN. > The SUNRUN customer service is no longer the same as the personnel prior to activation, there is no customer care or want for customer satisfaction. It's all now "the computer says this" or "the contract says that" > When asked if they could send someone over to check on system or answer questions they advised it will be a cost of $95 (which was offered prior to activation for free). The same question was asked of the local utility and they came out at no charge at all. > When asked what about the savings that i was promised, the customer service manager advised , "we do not offer savings but an alternative source of power...and that I must be mistaken". My reply, "why would i sign up with you if there was no savings or atleast keeping my electrical expense the same". NO REPLY. > I then looked up national reviews on SUNRUN and found i am not alone numerous consumers have had the same experience as i...something i wish i had done before. > There is NO BENEFIT with SUNRUN, NO tax credit benefit, NO power rebate from local utility....nothing, so why would i have signed up if there wasn't the expectation of cost savings. > Now I'm locked into a 20 year contract, and the only way to get out is to sell the house... > It's been a few weeks since my last exchange with SUNRUN and they have decided to not offer any solutions, or even a courteous re

Run. Find someone else. Its not worth it.

We went through Costco because they usually hire legit companies. Now I question Costco. We spoke with the salesperson and were going to pay in cash. He really sold us on financing with a chance to pay it down in 18 months. We specifically asked if the loan was tied to our property. He said no. We said we didn't want it tied to the property because we wanted to refinance soon. Again nope. After installation, we failed to disclose a lien that we were not aware of. We disclosed the liability (cost of the solar) but because verbatim I didn't say the work in on a recorded line we were no longer eligible for a refi and lost countless hours, $500 and credit score deductions. When we contacted Sunrun about the lying salesperson they said look at your contract and they thumbed their nose at us. On a final note their app that supposed to track your usage sucks. The company that makes the inverter has a better one but they won't give you access to it. I am going to appeal to costco and the BBB regarding there actions.

Design team remoteness makes them haphazard

This is my fourth report, warning consumers of a possible problem with getting a solar array from Sunrun. I'll condense it. Our house has a two-story addition on its western end. This casts a shadow, after noon, on a big part of the lower, eastern, roof. Nonetheless, the Sunrun team's design is right smack in this shadow. We knew this, and pointed it out on at least three occasions. Sunrun staff that was onsite could see the potential problem. They could have emphasized it to the design team. The design team, we are told, is in Colorado. Based on the image they provided us, they used a satellite image, taken from directly above, in designing our array (actually, it's Sunrun's array on our house). An old computer adage is "GIGO"--garbage in, garbage out. The app you use is only as good as the data you give it. Long story short, in the first two years of operation (at which point, Sunrun will finally be obligated to fix the problem), we will have paid our power company, in sunny San Diego, over a thousand dollars for the under-performance of the solar array. This is in addition to monthly power charges and payments to Sunrun. Their contract obliges them to reimburse us for the mismatch. By my calculation, the payment schedule will only cover about half of what we will have paid. Please be more pro-active than we were. Several someone's dropped the ball.

The worst possible customer service after the sale.

I've had Vivint for a few years now. When I tried to have my panels removed to have my roof replaced, I was charged $2300. This was after being on the phone for 33 minutes. After they got my money, they hung up on me before scheduling the service. I called back and was transferred around a few more times and after 30 more minutes on and off of hold I was finally was told by a supervisor that there were no service crews in my part of the country. Therefore, they would not be able to help me for at least a month. I need to replace my roof, and I am not allowed to remove the panels to do so, and so my roof can not be replaced until they hire a crew for my part of the country. The common answer is that "I apologize for the wait". I intend to report this company to the Better Business Bureau for the worst customer service in any industry I have ever had to deal with. I will actively discourage people from dealing with this company and it's incompetent staff.

A Big Disappointment - My Letter to Vivint

Vivint Executives/ Staff, I would like to tell you how disappointed I have been since I join Vivint Solar. I have had nothing but issues with the panels, installs, customer service and especially Eli. I have had the Panels off my house more than I have had them on. One time was because I paid to have them removed so I can put an addition on. One that you would have benefited from based on the roof sq. footage and amount of sunlight they would have received. I recently requested to have my panels put back on and to have a redesign do to the new roof configuration. While the gentleman was out for the redesign, he noticed my back roof where I have existing panels still in place looks bad. He suggested Vivint damage solutions should come out and look. They came out said roof is not looking good and we will submit a claim to have it replaced. The panels have only been up a few years there is no reason after the initial roof inspection my Roof should be in REAL BAD shape! If it was 10 years down the line, I would understand it was normal wear and tear damage and I should have to replace the roof. But it is only 3 years. I have had previous issues with the roof in the front leaking once the panels were put on and after going working with Colin and damage solutions they came out and repairs that section of the roof. They said it should not look this bad after only 2 years, and it did. So here we are with the same issue from the panels being installed on the back roof and all the sudden it is my fault the roof is leaking, and it is my fault that under the panels it is all beat up. I am sick and tired of the back and forth with this company and all the work I must do on my side to get things fixed with Vivint. I am the customer I (Customer is not always right, however just look at the history) should not have to jump through hoops for someone to listen or to have someone smart enough to see that my issues do not stem from me or mother nature, but from Vivint who installed these incorrectly. the first time? I honestly do not want anything to do with your company at this point. I’m tired of trying to work with Vivint, instead of Vivint trying to work with a customer. As for Eli, I apologize for have a hot head after our conversation, but I did not agree with what you were telling me on top of all the times I have had issues in the past. It is very irritating to hear you talk down to me over the phone and I was not having it anymore. I still would like to speak with your manager as I was telling you while you Hung the phone up on me. Please have your manager reach out. Thank you in advance. Wayne Johnson

Do Not Use or Trust

Undersized system, zero customer service and no repair department to service their equipment when it fails. This means when you have an issue (and you most certainly will) it takes 6 weeks for them to come and fix whats wrong. We are still paying for the system and it has grossly under produced for us. Our system has produced less than half of what we where told it would. We got extra panels to avoid having and electric bill or a to have a minimal bill at least. There where many delays in getting the system up and running. We where already paying for the system and it wasn't even running yet. The inverter was having issues immediately after installation and it took them 3 weeks to send someone out to look at it. They reset it and now it has been a few months later and it is not working again. They came and looked at my system 2 weeks ago and told me my inverter needs repair. I hadn't heard from them so I emailed them today and they said they wont send someone out for another 6 weeks. Also the app has never worked properly. I cant believe Costco would have such a terrible company associated with there stores. Worst decision my wife and I could have made.

If I could give ZERO I would! Awful company

We chose Sunrun because they were backed by Costco. Big mistake! We installed a 30 panel system producing way more then our expected usage however the system hasn't been working. It's not worked more than its worked. Our system is supposed to produce 14,673 kw and since install it's produced 3,505 kw in 8 months!!! The techs have been here multiple times. The wait for a tech to come out has been up to 3-4 weeks. We just had one come out on 12/23/19 in which he said a new inverter would be 7-10 business days. Guess what!! I just called and it's 6 weeks. I currently owe PG&E about $800 because Sunrun has installed faulty equipment on my roof and there is basically nothing they can do to help me offset the costs of their error and equipment. It's unbelievable how ripped off I feel. Paying A LOT of money for something that doesn't work pisses me off. With any product if it doesn't work or breaks you return it. I guess that's not how Sunrun works. They scam you out of your hard earned money! Stay far away from this company.

A terrible company with terrible service

I chose Vivent because I thought they were reputable. They are not. The first year (11/2016) we had them they didn't work for 6 months, but we still had the over $300 payment every month, which goes up every year. It has cost us more than the power bill would've been without them. We want to have them removed but apparently we can't because of the contract. At present they haven't worked since October of this year - the last 2 months. Their entire contract is one giant scam that you can't escape without either paying a lawyer or damaging your credit.

Horrible provider, really bad deals, very poor service

I was looking forward to have solar on my home however the previous owner made the mistake of leasing the system for 20 years. Now I pay about $200/month to get "cheap" electricity, clearly its not worth it for something you won't end up owning. The worst part is the service. Some panels came loose on the roof after 6 years. It took some weeks of these pounding on the roof with every storm before a technician could make it. When they finally did the needed part was no where to be found, old racking system. He promised to come back. Unfortunately he never did an after another call someone claimed to look at it but after this it was clear the panel was still loose. Finally after 3rd and 4th calls I am now waiting another 2 weeks to get someone else. At this point I can only hope they detach and get destroyed! Incompetent crew and total lack of customer service.. avoid them like the plague.

Disgusted, Dissatisfied and Feel Defrauded

I reached out to Sun Run to inquire about installing solar panels on my new home. I had them installed (by another company) on my previous home and the process was easy and the savings on my electric bill was significant. The salesperson from Sun Run came to my home in July and was terrific. I was promised a quick installation and a few weeks turn around on the incentive rebate that was offered. When the company said I would need a full roof repair in order to get the solar panels, I hesitated, especially since the person who came to my house to measure the roof was extremely aggressive and rude to me. I should have followed my gut, but the same salesperson had his manager call me and they assured me that the company had better customer service than that and I was offered a rebate on the roof repair. So I moved forward and paid thousands of dollars to repair my roof. I got confirmation that the permits for installation were being requested on 8/31. I had my roof replaced over labor day and then heard NOTHING from Sun Run. Despite reaching out many times, the permits were never pulled and I got an email from the company on 9/24 asking me when my roof would be repaired. I was shocked as I had clearly communicated that my roof was repaired. I again let them know that day that the roof had been replaced on 9/2, and the company responded that they were waiting for permits and would set a date for installation shortly. On 10/27, I reached out again and found out the permits were never pulled. At that time I requested that my rebates be sent to me as I had followed through with my part and it was the company's mishaps that caused the installation delay. I got the run-around and no one with the authority to send me my rebates ever called me back despite being copied on several emails. The solar panel installation did not begin until the Wednesday before Thanksgiving (11/27)and I needed to make arrangements to be home on four different occasions with very short notice in order to make this happen. It is now December 10th and I still do not have the $3000 in rebates promised me and I still have no idea if the solar panels are even hooked up because there was an issue during the electrical inspection. It took a lot of emailing and calling to get the project to this incomplete point. So, if a quick turn around is what you want, don't go with Sun Run. Despite a significant effort to get my rebates, all I have is lots of finger-pointing within the company and no manager willing to do what it takes to get me the rebates. I am a single mother on a teacher salary and I was counting on the rebates to replace my savings. It is now 15 days before Christmas and my hard-earned savings that I was promised would be rebated within a few weeks has not been received after months of waiting. No one at Sun Run can confirm when I will receive the money and my solar panels have yet to save me a penny on my electric bill. There are other companies out there, take my advice and

Stab me in the eye, they are horrible

We chose Vivint because we were told we would save $ on our electric bill. We were charged more than what our local energy provider charges DESPITE it saying "You save money by paying for power at a rate that’s lower than what your utility can provide" on their actual website and "We offer distributed solar energy — electricity generated by a solar energy system installed at customers’ locations — to residential customers based on 20-year contracts at prices below their current utility rates" on the Consumer Affairs website. We also had trouble with poor installation, people showing up to work on solar panels or do an inspection without appointments, getting bills that show how they are computing the charges, being charged for production and usage DESPITE THE FACT THAT WE NO LONGER HAVE THE HOUSE, etc. Overall, they are the worst company we have ever dealt with. Trying to get answers from Vivint is absolutely horrendous. A man would have a better chance of going to a gynecologist and getting a PAP smear.

Avoid Business with Sunrun

mySunrun monitoring tool is scam. Sunrun don't install necessary equipment for monitoring to save cost. This will be class action suite for all customer. I researched SolarEdge inverters which is Sunrun using. The inverter communicated every 4 hours If the inverter installed with cell module with SolarEdge provided data plan. mySunrun.com said “Real-Time Home Profile” on the page but actually the data is not live data. To receive semi-live data the inverter must be installed with WiFi module or hard-wired to network. To receive import and export data the meter module is installed and configured with the inverter. “Low Bandwidth (BW)- This mode utilizes a data plan for low-cost monitoring. In this mode, the data is sampled every 15 minutes and the server connection is established every 4 hours.” https://www.solaredge.com/sites/default/files/solaredge-communication_options_application_note_v2_250_and_above.pdf “Export+Import: The meter is installed at the grid connection point and reads pulses from both directions - export and import energy. “ https://www.solaredge.com/sites/default/files/solaredge-meter-installation-guide-na.pdf https://www.solaredge.com/sites/default/files/consumption_monitoring_na.pdf

Contract

I have had sunrun for approx 3 years. My electric bills are NEVER what the rep told me they would be. I now need a new roof and sunrun wants to charge 500$ plus 150$ per panel to take off roof so work can be done. The rep never told me that this. If you do get solar be sure to find out this information. I would not recommend Sunrun due to the above reasons.

Terrible Company

This company is awful. Their customer service is non-existent and their website is primitive. It works on some days and is non-responsive on other days. They're perpetually confused and totally disorganized. Please stay away and don't even think about doing business with this mickey mouse solar company.

The Worst Experience Ever

Worst Consumer experience of my life!!! Where to start... Ok False promises - first off I was offered a $700.00 check for signing which I never received and everyone has amnesia about now. 2nd- Lack of communication , I signed in June and after that I received one call about installation in August after that in October about inspection , nothing ever to update and let me know what was going on literally months in between without any sort of updates . 3rd- horrible craftsmanship , the installation looks looks horrible and is there for the whole world to see and they also did a main panel replacement in which they messed up my stucco and attempted to repair it with a sub par job and missed match paint and called it done , after I had to call about the horrible patch work they said they would fix it and that was 2 months ago! 4th- So apparently I’m now Solar ... Lucky Me , no phone call letting me know my system is producing I had to call and find out again lack of communication and to make matters worse they tell me my system is 88% covered and I signed up for 110% coverage so I’m still going to end up having to pay SDGE !!!!!! After all this that was the Nail in the coffin to this Whole experience I can’t believe Costco is in business with these types of people , I expected a lot of professionalism from which I never received. In conclusion my house has the most Jenky solar system on it , patch work and I still have to pay sdge Yay!!!! Great way to bring me into the new year and the worst part is I’m with them for 25 years ... run away as far as you can from these crooks!!!

The worst company

The local people are very nice . It took them 3 months longer then They said it would take The panels were on my roof for six months before they got turned on I called eversourse and they said vivint is very inefficient With filing Interconnection Documents Being that a neighbor got solar at the same time and it took the local company 39 days to get the utility to turn them on. Lastly it took forever to get the building permit after the contract was signed The town said the paperwork was filled out wrong 2 times Go with another company

Lies after lies

It sounded good but the HIDDEN catches were behind a wall

SunRun Systems do not Produce energy and SunRun says tough luck

We purchased our system and we were told that it would produce 95% of our electricity. It has only produced 10% of our electricity. We have been trying to work with the field technicians for 12 months to fix it. The customer service reps basically, say tough luck.

Stay Away From Vivint!

Sales man lied to my wife and myself about monitoring our system. Either that or their customer sevice is the worst ever! We were told that they would know if there was an issue with our system before we even knew about it. Well my system had a bad inverter and was down for 6 weeks when I checked it durring the summer. When we called all we get are responses like we can't monitor everyone or it's your fault for not checking it. Trying to get intouch with a supervisor for over two weeks with no success. Their favorite answer is we don't guarentee production amounts. I do understand that how ever if it's broken it can't produce!!! Stay away from this company!!

Sunrun solar system is not producing promised energy

Just completed 1year. It produced only 90% of the promised energy. Called the customer service, they were rude and refused to do anything about it. Did they sell me a smaller system??? Terrible service. Not sure why COSTCO is associated with Sunrun? Try TESLA..

Lies and more lies

Lie 1: told us installation of their product would cut my energy bill in half ... saved a whole $47 over a year; some months my bill was $100 over last year (combined cost of Vivint and energy company) : was told today that they do NOT guarantee a customer will save money' then told I was saving money that I had saved a whole $47 ..REALLY Lie 2: told couldn't put more panels as energy company would not allow: Called energy company and was told I could add to or upgrade anytime; called Vivint back and was told that they would submit paperwork to add panels; called back today and nope he cant do until system in a year (a whole 3 weeks away) Customer service rep refused to let me speak to a supervisor then left me on hold for 8 minutes Wont let me cancel service as contract is for 20 years .... I am in my 70's .... WORST COMPANY I HAVE EVER DEALT WITH!!!!