Sunrun Inc.

Nightmare service

Took 18 days to get a service tech out to check system for no production. Needs new inverter after 20 months of use. Will take an additional two weeks to get inverter. All the while they still want to charge for service. Withheld payment then the automated collection calls began. Stay away from these CROOKS!

Horrible customers service

I have had the system for over three years. The inverter communication module and panel module is dead. Been trying for 3 months to get them out to fix it. The first time I called to get a tech out the didnt even create a work order. I called two weeks later to find that out. Their support is bs and the components they use are locally available and dont need to be shipped from china. They use the same components for new install and drag their ass on repair.

When I sold my house they kept charging me for 2 months

When I sold my house I had a 45 day escrow and I let Sunrun know right away that I was in escrow and need to start the transfer process. They dragged their feet and kept saying they need additional paperwork. The house closed escrow but Sunrun kept charging me for 2 months and says they need additional paperwork. Stay away

Don't choose Vivint. There are better options!

Whatever you do, do NOT choose Vivint for your solar power. Customer service is terrible, especially once your system is installed. I installed my first system back in 2014 after a year in my 2000 sq ft home. The system had 36 panels and still only produced enough electricity to leave me $1,800+ short come time for my PG&E "True-Up". This happened for THREE YEARS, even after bringing it to their attention. After four years I finally got a check for $1,300 to "make me whole" (I guess math isn't their strong suit - like customer service - either; $1800 x 3 does not equal $1300). Shame on me for thinking I just didn't install enough panels and listening to their offer for an expanded system (another 20 panels). After initiating this in May 2018, they were promptly installed. Unfortunately, they didn't turn the damn thing on until March 2019, nearly a full year later, even after I had contacted them starting 60 days after install. An absolute joke that was. Not only that, it's not like they integrated the installs. They're quite literally two separate systems and accounts. What fun that is. But there's MORE! In July 2019 I received an invoice showing I owed $0 which is odd because if there's anything we don't have a shortage of in Kern County in the summer, it's the sun. Well, sure enough, I looked at my billing and it showed zero production for one account as of 07/14/2019. As I scrolled back through that account's production, it had not been producing SINCE June 11, 2019, over a month later. Curious me looked at my other account and found that it was producing (at least, it said it was), but from May 2 through July 8, 2019, it also had zero production. What gives? It takes forever to get a tech out to have your concerns addressed. The system is installed poorly (on top of all the extra hardware, screws, and wire left everywhere up on the roof, in the gutters, on the ground, in my driveway, etc., the anchors to which the system is attached to my roof are now coming undone and the entire system is sliding). There is no care given for the color of your roof tiles and your system's hardware (I have a dark grey cement roof tile and for some reason they thought light tan-colored, 12" x 12" tile replacements/system anchor covers were a good choice). And again, customer service absolutely sucks. Don't fall for the trap that is Vivint Solar. You will regret it. I know I do. Find a better option - there are plenty out there.

Panels under perform & customer service is horrible

I've been with Sunrun for 4 years oh, the first year the panels performed fine for the next three years they've underperformed. Over the years dealing with customer service has been below average. Now that I'm refinancing my house trying to deal with Sunrun is horrendous I would not recommend dealing with this company. It's been a horrible experience.

Scam Artists...Keep Shopping

We met a very nice salesperson who told us that the rates Vivint was currently offering was less than the local electric co rates so we'd be saving money right off the bat. The whole process took more than twice as long as we were told to expect, and we were given a dozen contracts to sign, as there was always minor changes made. No surprise, I stopped reading through them, and - again, no surprise, when 6 months later we finally get our first bill, we are being charged more than twice the local electric co's rates! For 20 years! Nope. The system is powered down. To top it off, we now have a leak that wasn't there before the system was installed and I've called to complain four times and all they want to talk about is why our system isn't producing! Don't do business with these guys, they'll get one over on you any way they can.

Bad equipment

Bad equipment Poor customer service

ZERO STARS

The only reason I gave 1 star is to write this review. After selling a property, Vivint continued to bill my company for several months. When trying to resolve this issue, customer service & billing & the "transfer" dept stated that I would have to pay the balance in order to transfer the account to the new owner - mind you, I had not owned the property for several months, so these charges should never have been applied to my account. Fast forward... it's been over 3 months since I paid & I have still not received a refund and have literally been on hold for over 40 minutes trying to get this resolved. There is ZERO customer service (although the last rep I spoke with seemed very nice, she had no clue as what was going on with the account). I will never recommend this company for any reason. Their business practices are completely ridiculous - I mean, who requires someone to pay for something they didn't even own &/or use?? I'm just completely dumb-founded with the way they handled my account.

Don't do it!!! Horrible experience when transferring lease

We were assigned Danielle Perez Morales as our Transfer Coordinator and she was completely unresponsive to the point that it almost cost us the sale of our house and purchase of our new home. Multiple people called and left messages for Danielle throughout our escrow yet she never replied. I finally had to call the department and insist they not transfer me to her extension but instead be placed on hold while they tracked her down and she could pick up. Unfortunately, Danielle's suppervisor, Tricia Artment was completely unresponsive! At the end of the day, I would never purchase Sunrun for a new home and absolutely never consider purchasing a home with Sunrun installed. I would not even recommend it to my worst enemy!!!

Dangerous Electrical Panel

Initial contact with field sales. Otherwise, no friggin' idea why.

Not what promised and bad cust rep

I was supposed to get a credit due to my solar panels not producing the amount that was estimated for the year, now they are telling me that they only cover only to a certain percent. Talked it over with the first customer rep, said i was supposed to get a credit, that they were going to investigate. Never got a call back, called back and was told that I was in the wrong, that the agreement doesnt specify that percentage. Had had nothing but bad cust service with them, looking for a way to get out of contract with them

Sales Representative Lied

I recently had solar panels installed in our home after a sales representative came to my door and did a great job "selling" us on the benefits of the installation. One of the benefits he guaranteed us with his sales pitch was energy efficient light bulbs for all areas of the house and a $1000 check as an incentive to sign up. My husband and I signed up and had our solar panels installed. We are very happy with the installation. However, it has been over six months since that initial conversation and "promise" but we have not received a check and we have not received the energy efficient light bulbs. Both my husband and I have talked to at least 15 people over this six month period of time. Each person promises to resolve the issue and promises to speak to the supervisor of this sales person. Nothing has been done. My husband was FINALLY able to reach Mr. Robinson after calling his home office to get his new number. Every time he called he went into voicemail. The home office provided my husband with the new number. My husband called Mr. Robinson and he proclaimed to be excited to hear from my husband and informed him he would meet him today, Tuesday, to deliver the check and give him the light bulbs. My husband left work early to honor the 4:00 pm appointment. Needless to say, not only did Mr. Robinson not honor the appointment, he did not call and my husband called him and sent text messages with no response. It appears he has now blocked my husband because his calls go directly into voicemail. My husband has now, yet again, had to call to complain and we are doing the run around game with managers and customer service representatives. These experiences led me to write this letter. After sending this letter I will be going to the various social media sites - LinkedIn, Instagram, Facebook and Twitter to express my sincere disgust with the service we have received from this company and this sales representative. After installing our solar panels several neighbors have inquired about our satisfaction with the process. Needless to say we have told them "don't do it" and we explained why. My assumption has always been that when home owners install outside projects like solar panels, the hope is that they will pass on the good experience. Unfortunately, we aren't able to communicate that experience to our friends, family members and neighbors.

4 months and counting

I live in Queens, NY. Sunrun disassembled my solar array on 12/26/18, and today 05/04/19 the panels are still sitting in my driveway. Representatives came 4/16/19 worked a little but due to the winds could not bring the panels up to the roof, next available appointment date is 5/22/19. Hopefully it's not a windy day or it'll be another month.

never use sunrun

Sunrun placed panels on my home and they were installed wrong, The panels created a leak in Dec. 2018, which destroyed my attic, my roof, and rooms in my home. It is now almost May and Sunrun has not taken responsibility to fix my home. They keep procrastinating and still taking money from the checking account every month. Keep in mind these panels have never worked because of a faulty box. So I have a non working box and a destroyed home. Thanks Sunrun. Maybe its time to contact a lawyer

Maintenance--zilch

My system suddenly stopped working. Sunrun discovered the problem and sent a contractor out, who determined that the inverter failed. They had to order a new one to be shipped from Sunrun. They estimated 1-2 weeks. Over a week later, I got an email from Sunrun that it take 2-6 weeks. When I called Sunrun, they said they don't have any inverters, they have to order it from the supplier. They can't tell me how long I'll be without solar. They take no responsibility for the shipment of the product, tracking of it, or when it will arrive. I chose to lease the system because Sunrun said it takes care of maintenance if the system is leased. But they pass the buck. Why do they supply an inverter that can't last 3 years? Why don't they keep any critical replacement parts in stock? And why are they unable--or unwilling--to disclose whether it has been shipped or, if not, when? Let alone a date the replacement will arrive and be installed.

worst organization I have ever worked with

It all sounded great. The sales person walked me through the process and 4 months later the panels were installed on my home. I put my home on the market and that is where the wheels began to come off the cart. It took 4 months and about 60 hours on the phone to get the panels off my roof. It took 14 months to get the panels reinstalled on my new roof after paying $8,900 to have them removed from my previous home. Once on the roof of my current home, it took another 5 months to get the panels to produce electricity and report correctly. IN the interim, Vivint has billed me for electricity I did not receive and is calling my from collections every one to two days to collect money they didn't earn. They still think the panels are on my previous home 18 months later, even though I have sent multiple emails to customer service and spent 3 hours on the phone over 9 different conversations with customer service and billing to correct the billing address to my home where they have the panels installed over the past year and a half. Nobody takes ownership, they won't give their extensions to follow up, emails to people who stated they would help are not returned. Worst experience ever and it continues.

Won't refund security deposit

SunRun had a contract with a property I bought. The required a security deposit to turn on electricity. Their representative confirmed in an email on September 13, 2018 that the deposit would be refunded when we sold the property. We sold the property in November 2018. We have not received the deposit refund. They are giving me the run around.

Branch of liars

Installed panels about 5 months ago. They did it very very fast. But inverter is dead now. It’s been a month I am calling them every day. Talking to a wall. They bs me so I leave them alone. When I catch them laying, they apologize and say it was a mistake. They even did not schedule appointment as of today. I spoke with managerS and all they say that tomorrow I’ll hear from them. I think they are very short of service people in NY. Ridicules.

Poor Customer Service and Sales rep Totally lied or misled us

Where do I start? Right from the start this seemed too good to be true. I had my system installed in early December and now I am making solar payments and paying for electricity. In addition, I was told I would get this big tax break and at no time was I told that the tax break wouldn't apply if my tax liability was less than what the credit would be. I called my sales representative and he said I should have gotten with my CPA (nice). So instead of getting $21K, I only received just a little over $6K. Hopefully when I file next year, I will receive the rest of the credit but since my income is such with a lot of deductions already, I am guessing I will not see much more from this bad decision. So now, I will not be able to put the tax credit towards the total cost my solar bill and it will grow to be just as much as my power bill was originally. And trust me I wouldn't have taken the risk of damaging my roof and all the other problems that come with it just to break even. I would not recommend this company and based on the other reviews, not a good choice.

Complete scam, they use costco's name to rip you off.

Used them because of costco. They are criminals who will lie to you, tell you you anything you want to hear, until you sign, they get their commission and then disappear

Delayed our move in

We purchased a homed with leased panels. Currently, we cannot move in, because Vivint didn't initiate the transfer process when I called them and asked them to do it. Two weeks ago. Under investigation for racketeering and fraud here in NM, but all I'm talking about today is piss-poor customer service.

They lie, repeatedly

they said I could add batteries afterword, not..... they redid my contract because the could not meet my guarantee Then they changed the agreed on rates......

Poor service

Very poor service. I have had no solar production for 2 months. I have called and emailed repeatedly. I even texted the repairman with no response. They are supposedly ordering a new solar panel. For the largest solar panel company in the U.S. they sure don't have much inventory. Stay away. Go with someone else. They say oh if you don't meet your solar production them we will give you a credit. That credit is in no way reasonable compensation for the lost production and thus the lost crediy on my electricity bill. Again don't use Sunrun!!!

Merced fresno area

Very fast installing the equipment but only because they want to get the money fast once they get it they dont answer the calls for info They install the panels with poor quality work patching roof very poorly Check other companies before signing eith sun run

Terrible company

We contracted to have over 90 panels installed on our large flat roof about 8 years ago. We expected to save a great deal of money. It never happened. When adding our Hawaii electric and the sunrun bill together the bill actually stayed about the same. I am very busy and finally contacted them after a couple of years as to why no savings. They sent out a tech guy that said the monitor needed a router as ours in the house did not reach its mentoring device. The teck asked me to go buy a router and set up in our storage shed. I responded that that was not my intention and they must be responsible for it. I never saw the guy again. I do not think the system was ever mentored as was in the contract. After approximately 2 years the roof started to leak. We asked the company to take off half of the panels off the roof. They did for $100 per panel. They forgot to turn the other panels off and my roofers received quite a shock when they touched the live wires. The companies response was no harm no foul if no one was hurt. When the panels were installed again the roof was damaged and of course no help from Sunrun.I sold the home a year ago and the new owner did not want to take over the contract until the roof and all of the were panels working. Sunrun has now sent a demand letter for over $129000. I am filing a complaint with Hawaii consumer affairs and it looks like I will have to hire an attorney. They breached there contract so many times I can not count them. Stay away from these guys. HELPFUL Be the first one to find this review helpful