Sunrun Inc.

Liars

Vivint Solar was chosen for us by the person who owned our home prior to us. We have to replace our roof and asked Vivint what they would charge us to remove and replace our solar panels before we purchased the home. They told us specifically $500. After we purchased the home they told us it was $3000 and that the price they had quoted us would not be available for another two years. Rather than accommodate us because of their false information they passed us around between their resolution management team with alternate maximum discounts. At one point, one rep told me the max they could offer was 25% off of the $3000 price. I told him his other colleague had just said the max was 20%, after he had already said the max he could give was 10%. So they could not even get this right. It has been one lie after another and none of them seem to know how their contracts work, but they expect us to.

Very Disappointed!!!

I came to know about Sunrun through Costco and I thought since Costco is recommending them it should be good company. But my experience so far is very bad. I signed up for Solar installation and the initial process was very smooth because it was getting the contract. The installation was also scheduled pretty quick (about 3-4 weeks as soon as they got the permits). The installation teams installed the plates and all other equipment (inverter) etc. in one day however they were not able to connect it into the system. The reason is that my Electricity Meter has special lock which only my Power Company PSEG can open. This should have been taken into consideration very clearly from the beginning and the installation should have been scheduled with coordination of PSEG personal so that the installation would have been completed. It is more than a MONTH now (the basic installation was performed on Sep 18th 2019) but it has not been completed 100% yet. It is still hanging in the middle. Everytime I contact Sunrun project coordinator and they give me lame excuse that they are trying to contact PSEG and schedule time with PSEG inspector. This guy has to come and open the Meter so that they can complete the installation. After this installation there is a long process of scheduling an inspection and finally activating the system and getting the power. The plates have been on the roof since 1 month and taking the SUN light and their LIFE has been started but the when the installation will be completed I don't know. I have asked Sunrun if they have any direct contact with Higher officials of PSEG so that the process can be expedited but every time I get a response that they are trying to contact the Inspector. I am very disappointed.I am started to regret to choose sunrun.

Sunrun is the WORST!!!!

Sunrun took advantage of my lack of knowledge about solar and intentionally put me into a discontinued system that is too small to make a significant impact on my power bill. They told me they could offset my power bill by 97%...that didn't happen, I saved a total of $86.00 my first year. They will not do ANYTHING to rectify the situation because they claim the system is performing at the kWh they said it would... When asked about upgrading the system to offset my bill Michael L, Sue A, Victoria E, Dulce M, Brandon Rn, Jessica B, Justin H, Michael J, Natalie R, and Kia P, all came up with reasons why they are going to absolutely NOTHING!!!! Their own "Savings Analysis" shows that they put on a system 114% TOO SMALL for my power needs and then they claim that they used some calculation tool to determine the power usage by calculating the square footage of my home....if this sounds bogus to you, it is. There is no such tool to calculate how much power people use by finding out the square footage of a home, I asked, they can't produce one....yet they said they used it. Also the signature on their "agreement" was not made by me. After reading what's contained in that agreement, I know why they forged my signature, because I would have never agreed to these terrible lease terms for 20 years. AVOID SUNRUN AT ALL COST!!!!!!!

Worst Customer service EVER

Absolutely worst customer service ever... I purchased a 43,000 system in January, My inverter went out in May, It took a month to get a technician out to say i needed an new inverter, and its been 4months and they still haven't come out... I can't even get ahold of them.. Its pretty bad when the Customer service Rep (Ventura / San Luis Obispo) has this message on her VM "Leave a message and I will call you back in 5-7 business days" WTH???... Clearly they have a lot of issues with their systems if they can't even call you back in a reasonable time. Oh and by the way... They DON'T call you back in 5-7 days... I have been calling every few days for 4 months now... and still NO response... Soooo not only did I spend $43,000 for Solar, I am now paying several thousand dollars for the Electricity I am using.... It is actually costing me Way $$ to have solar... .I would definitely NOT recommend Sunrun.... absolutely Terrible company

Worst Solar Company Ever

Their rep lied to us to sell their "service." We only saved money the 1st year. 2nd year, we broke even. From then on, we end up paying Edison about $1,200 at the end of our reconciliation period. We've even had to pay Sunrun extra in a couple of the years. Our NEW tile roof leaked where they installed the panels. They patched it twice. It didn't rain for a few years but with the next heavy rain, the roof leaked again in the same area and now they refuse to fix it because it's over 5 years. Never mind the fact that it was a NEW 50-75 year roof that ONLY leaks where they installed panels. Not only that, they said we HAD to hire them to take the panels off to fix the roof or our warranty would be void. Would NEVER recommend this company. A friend in the same town had so much damage to her roof, she ended up having to sue them to get their panels off the roof and her roof repaired. She also ended up with higher costs AFTER having Sunrun install panels.

Worse then the cable company

Moved to a house over a month ago that already had Vivint. Tried for over a month to get ahold of them to transfer the account. Finally got someone on the phone and then got yelled at because it hasn’t been hooked up to the internet for over a month. Well if they would answer emails or the phone I would’ve known over a month ago that the previous owner didn’t leave the wireless box to connect the system to the internet. Can’t wait for the contract to be up so I can replace the system with anyone but Vivint.

Worst customer service

Technicians did not assess correct electrical panel for our requirement for our load and did not connect our AC unit. We found this when summers started. We have been chasing Sunrun for over 2 months now with nowhere close to having a technician come and fix the issue. I have reached all social channels but no-one at Sunrun seems to care about bloody customers. Horrible customer experience!!!

Sales rep lied

I was told when purchasing my lease that I could transfer it to my new house. I was told that it did not hinder the financing of a home. Fast forward 5 years and I'm trying to sell the house and they will not transfer the solar. Buyers cannot finance the home because of it. I call and they say they will talk to upper management and call me back. I never get call backs. Then when I call in again the same thing happens. Terrible service and liars.

If I could rate zero stars, I would!!!

I had my solar system installed in January 2016. So far it has been down 3 times. Sunrun maintenance is extremely poor. The third time that the system failed producing electricity on July 9th 2019, it took Sunrun almost a month to send a local tech who showed up on August 2nd without spare parts to fix it. I was told by their tech that I need a new Inverter unit. I called Sunrun several times to find out when they will install a new one. They keep telling me it's on back order. October is right around the corner and my solar panels are still down. I live in Massachusetts where July, August, and September, are sunniest months of the year. I was deprived of generating and saving electricity during that time. When it comes to withdrawing their monthly fee from your account they are very punctual and prompt, but to provide you with prompt maintenance services, they are extremely poor.

Review on Vivint

Vivint came out and told my mother she would never receive a bill or have rate increases. being elderly she trusted the gentleman and read/understood as much as she could on the contract asking him questions when she didn't. he completely lied to her through all 3 presentations and now that I am helping with her finances I find out that she does receive monthly bills and her energy rate goes up 2.9 percent every year. Again she is elderly and takes medications and probably should have never even been allowed to sign on her own but read your contracts carefully. I found out she started at 10 cents is now at 12 cents due to the 2.9 percent rate increase per year and by the time her contract ends in 20 years she will be paying over 20 cents per KWH. Even BGE is only charging her 7 cents at the moment so how is she winning. She is now paying 5 cents more to Vivint per KWH then she actually is to BGE. She isn't saving anything and the solar panel company is making a profit off her and now I'm stuck and don't know what to do.

Charged us for electricity they never provided.

They have now charged us for 18 months of electricity they have never provided. We have contacted them repeatedly and they keep saying they will get back to us. Having broken their agreement they refuse to remove the panels from my roof as it states they will in our agreement.

SCAMMERS !!!!!!!, DO NOT CONTRACT THEM !!!!!!

This company is the worse solar company. They sold me panels that DO NOT PRODUCE AS MUCH AS THEY STATE. They installed a bad inverter from day one and DI NOTHING TO FIX IT. Their customer service is HORRIBLE and they DO NOT HAVE ENOUGH TECHS to help their customers. STAY AWAY FROM THIS COMPANY !!!!!!!!!!!!!!!!!!!!

Several Issues with this Company

This is the latest issue with this company. After writing a negative review, a Social Media Specialist Customer Care reached out to me. The issue was that two panels were not working and I was paying more for electric. She wrote and asked that I send her copies of my utility bills during the partial downtime and she would look at compensation they are able to provide. I sent the utility bills but not response. I called and left her several messages but no response, even a simple acknowledgement ... nada!! Beware of this company. They will promise you several things but they are all bogus.

The worst experience in my life

After solar installation, our ceiling was damaged and dusts, cements on the window, and long nails on the top of patio. I want solar system but I donot want something else. I was told that there was nothing wrong with the installation. Who cares the customers? Nobody!!!!! I have had the unhappiest experience in my life since Sunrun started the system installation

Beware of doing business with Vivint Solar.

I don’t know much about the quality of their equipment but their installation, customer service and follow up does not deserve a single star. I paid $19,000 up front before installation. They installed the wrong inverter and wrong solar panels. They had to come back and install the system a second time. Their system failed the first city inspection because of electrical problems. I waited for two months just to get the system to pass inspection. I paid $19,000 two months ago and haven’t saved a penny. Now I have to wait up to three more months for the utility to approve the interface. All I’ve gotten from Vivint are apologies and excuses. No answers. I have no confidence in Vivint. Save yourself the grief and contract with another company other than Vivint.

SUN RUN is a scam !

its been 11 months , and the power got shut off at my house while SCE and Sun RUN want $ I don't have .This is a scam this company is using to make Money and Rip off home owners , Read between the lines people , they even put a lean on my home . When this all started a year ago

Company is crooked

I had high hopes and the system seemed great until I had my roof inspected while getting ready to place my house on the market. The entire roof needs to be replaced. I have had five companies offer bids and every contractor has said they never would have installed on my roof. The panels have been up for 12 months and there was supposed to be a formal site inspection to ensure the roof was stable for the solar panels. A year later and trying to move to a bigger house with more room for my large family I’m in limbo waiting to hear from a contractor to inspect my roof for them after I have sent pictures and estimates. It has been 9 days and no response. I call and no answer on the phone. I was provided a service number and it disconnects immediately. I have made an appointment with a contract attorney to sue for breach and have the system completely removed. Also it is Monsoon Season and the chances of increased damage to the roof and possible leaks increases with every single day they refuse to move the system so I can repair my roof.

leaky roof

They installed a solar unit 3 years ago. Now we have roof leaks on the segment of the roof where they installed the solar panel and Vivint has made no attempt to repair

Draining my bank account

SunRun promised the moon and stars on electric bill savings and its all been bull! This company started off great. They said all the right things and our family was impressed with the process of getting solar for our home. The install went smooth and we had high hopes of huge savings. However, The system has been installed and running for 11 months now without any savings whatsoever. Can you please tell me why my electric bill has still been in the hundreds. So disappointed with the BS They obviously undersized our system but refuse to do anything until after we've had the system for 1 year. In the meantime, we get to pay APS large sums of $$$ I can't tell you how disappointed we are. Empty promises from the sales team. To compound the issue, if its determined our system is wrong/undersized, we have to pay for a second install. WOW!!! Be careful with this company. Over promise, under deliver, and $$$ savings lies have been our experience thus far. Truly hope they make this right!!

Fraud! Terrible! Greedy!

Do NOT get solar through this corrupted Sunrun! Leasing is ALWAYS a bad idea! They make fine prints too small that you can't read and they offer ZERO leverage on my behalf, ZERO! I have it less one year and a lot of issues with it. No money saved! APS electric company alone would have saved me a thousand dollar without the defective solar panels and inverter! Yes, thousand dollars! A thousand dollars including the monthly installment. I'm not kidding! A thousand dollar more per year out of my pocket and in Sunrun's pocket is FRAUD! My system stopped producing for several months yet they are doing NOTHING to ensure quality service and maintain their promise of my big savings! Nothing. They are laughing at all ripped-off customers as they're reading the reviews here because of ZERO leverage and law is on their side!

Wouldn’t even look at the site

I contacted Sunrun about doing a ground install of solar panels. The rep tried multiple ties to get approval from her manager, but he just came up with lame excuses. I’m really unimpressed by the manager. He didn’t even offer to check out the site, only used Google map images. This is crappy service and now that I’ve read some of the reviews here I’m glad it didn’t work out.

Inverter

We got a surprise visit from a SunRun technician knocking on our door telling us that we have an issue with the inverter. We received no emails or phone call or a letter from SunRun to notify us of the issue. Technician ensured us that it would take one week to return with a new inverter, 4 WEEKS HAS GONE BY AND NO PHONE CALLS OR EMAIL. I guess SunRun does not give a #@$#. I called customer service and I was told that it would take 6 to 8 weeks to get a new inverter replacement. I was also told that MR. Mathew Ruske will return my call and never did receive a call from him. I called customer service again and the gentleman was very nice and he informed me that SunRun has run out of the inverters and it would take 45 days to receive a replacement. This is how the largest solar company treats customers??? TAKE MY WORD DO NOT GO WITH SunRun. Go with a company that manufactures its own parts.

Lightening Strike Home $6000 quote to Remove Panels

Last week a strong thunderstorm cell come through our area while no one was home. When we returned we notices all cable boxes were burned, a garage door opener, a circuit breaker, and our new HVAC system installed in the attic were all fried. When the contractor came to repair the HVAC they found a whole in the roof. I contacted Vivint to have the panels removed in that area so the repairs can be done. They casually said sure let us calculate that fee for you. $350 base fee plus $90 per panel, " Sir we will charge $6000 to remove the panels so you can then pay to have your roof repaired. I stated I have been a customer since 2015 and do not remember that anywhere. She stated, since you moved to your new location, you are on a new contract and it states you will be charged a fee for this. I replied, does the new contract state the rates of $350 base plus $90 per panel. She replied, I am not sure but that is what your new contract says. She then reminded me that the contract also says, damage from lightening does not change anything. She also explained that as a customer, I do not have a right to escalate my issue above her. This is the classic, we got you and there is nothing we want to hear or say. Not even, Sorry your home was struck by lightening, but we have $1 million dollars worth of insurance covering your roof. This is the second time I was told by a customer service rep I could not talk to anyone higher, I had to take it or leave it.

The Worst Customer Service Experience In My Life

I have had a year ordeal with the local Sunrun office that has defied logic. As an engineer for a local Aerospace company I deal with plenty of very large businesses. Prior to the installation of solar panels on my roof my roof never had a single leak. Sunrun even had their professionals come out to inspect the roof to make sure my roof was "acceptable" to install the panels. I remember this clearly because I was worried I would not be able to get Solar if my roof was unsound or there was any problems. The roof inspection passed. This is KEY, because after the installation of my solar panels it rained. And guess what? I had a huge leak right where they had done the installation. They sent someone out to inspect it immediately as I was obviously upset. This person was heard saying TWICE he would get someone out to fix the roof. That did not happen. Suddenly we were told to call the "Authorized Reseller" who had done the installation. We did this. The authorized reseller then told us that once the panels were sold, Sunrun became our "provider" much like if we bought a cell phone from an "authorized reseller" who sold a Verizon phone and had a problem with it. We would have to call Verizon customer service. So then we were juggled back and forth for almost a YEAR, with frustrations mounting. Finally we got a hold of an agent at SUNRUN (not the authorized dealer) who said SUNRUN was in fact the one who handled the warranty claims on roof leaks but we needed to get a signed affidavit from a roofer stating the damage was due to the solar panels. What?! Despite being supremely frustrated we went to a roofer who was also authorized to sell Sunrun (obviously not the same one who sold us the product in the first place). On 3/19/2019 (Nearly a year after the leak first began the roofer concluded "Findings: Conclusion: Leak is due to the installation of the solar." You would think this would be good enough for Sunrun. Nope. Their offices here locally stopped responding to phone calls and emails And finally the slap in the face. After way too long a period of time and several calls/emails we did get an email from the "Manager"."I have had a chance to review the documentation from our first visit in January 2017, our most recent visit as well as the documentation provided by the other solar company. When Sunrun was out in 2017 we documented the condition of the roof and the paper and advised at that time it should be replaced. Coming back 2 years later it is leaking in the same area and there is a further breakdown of the paper across the roof." Firstly, If the paper was so poor on the roof Sunrun should never have installed the solar panels in the first place. Their inspector should have seen this and told the installers to not proceed with the installation. We also never were told about "paper" back then or prior to the solar being installed.Secondly, We have a SIGNED AFFIDAFIT which we were told to get from SUNRUN CUSTOMER SERVICE statin

Horrible Customers Service

The inverter communication module and panel module does not last long and will take forever to replace it. it is dead after less than three years. According to the technician, it should be quick only take around 1-2 week to order, but it has been over two months. The first inverter order came in after 8 weeks. I had to call to get a schedule for the service Tech to come out do a replacement. The service Tech came out and left without saying a word. I called and found out the new inverter is a defective one and need a new one. Get what the customers services tell me, will need to wait (2-6 week again)!!!