Sunrun Inc.

Bad Customer Service -- could be better

This rating is for the customer service. The installation crew was good as well as the follow-up team that ensured i had the right information to get my tax credits. Now the issue: - In less than a year, the inverter shut down and is not generating electricity (costing me more money cos I had to revert back to the BGE for electricity). I called the Customer service and got the run around. I kept calling everyday, and hearing a different story. UTTER INCOMPETENCE. - The other issue is that support is supposed to be monitoring the systems and should alert you when there is an issue. I never received any such alerts and didn't know I wasn't generating Solar power for almost 2 months!

Paying So Much more!

I am extremely upset with this company and our solar "savings". We were told our bill would be about $90 a month and OCCASIONALLY we may get an additional bill from the electric company they said we had to use. That has NOT been the case! Our bill from the electric company has consistently been $100+. I don't know if we needed more panels or what is going on. I'm extremely dissatisfied. I want to have them removed! They are NOT saving us anything! Our installation was a complete nightmare! I thought using solar would save us money but it's only cost. Don't do it!

Poor customer service

I have repeatedly asked for my bill to be sent to me by email. Since I've signed up with you, at least 5 years... I have only gotten it by email twice. When I try.... I always get an excuse.... Chris ?? who just called me a few minutes ago... was rude and demeaning to me. He was of no help to solve my problem... to Chris... it's an easy fix.. just go to the website and look it up... but why? other companies send out bills. he confirmed that you have my email correct and said I should talk to my I T person (like I'm so dumb, I don't know how to look for spam on my internet). I'm highly offended. You never give customer service. I only wish I could stop my contract but I can't. So I'm stuck with you and you get to treat customers any way you like because we are in a contract.

Worst Mistake I Have Ever Made

I lose more and more money EVERY year because my system is under powered. I used to pay $200 to PG&E per month. Now I still pay PG&E around $50, then $105 to Sunrun...and THEN another $1000+ to PG&E at the end of the year for the "True Up", IE power I used that my solar system didn't make. 6 years as a customer, NEVER saved a dime. NOT EVEN WHEN I MOVED OUT FOR A MONTH and unplugged my appliances....But they still get paid, so they won't do anything about it.

Complaint

What a true disappointment it has been to have used Vivint for our solar system! We had 27 solar panels installed on our house on March, 2018. My energy bill last month was $170, twice more than the one at the same time last year. This is not the first time unfortunately this the intallation; they are obviously not producing what we were told that they would. I contacted customer care multiple times but nothing ever came out of it. I was so excited at first and now I could not wait to have those panels removed as I still pay $130 to rent them. As a result I would NEVER recommend this company not their products! It is a scam!

Leaking

Hi I install my solar panels about 2013 and I just had my roof leaking about few days ago and they called Sunrun for this issue no they called me after a few days telling me my roof warenty expired. it was valid only for five days but when they came and talk to us they told us. They said t everything is covered until panel is up on my roof. we signed a contract for 15 years now on the phone they're telling us our contract is 20 years. And my bill is the as as electricity when they put to solar panel above this on my bill will be around $84 and it will never go up but every year my bill go up by a dollar or two so what I'm trying to tell you if you want to go for solar panels is totally up to you but keep in mind that the look for in the contract that is saying everything is included until you have a panel above your roof. make sure you have a retail agreement and doublecheck.you do not trust them at all make sure roof are covered until the panel is going to be on your roof. every single thing go over own again and againMake sure you have a roof warranty with the sun run until the panel gonna be above your roof.

ROOF ISSUES

Long story short. Got the panels in 2015, 2018 I need a new roof. $4000.00 to remove and replace the panels.Plus the cost of the roof. Not blaming them for the roof, questioning why they would put panels on an old roof in the first place? Should have told me " hey the roof is old, you should replace it before we put the panels on" So I'm stuck with them for another 16 years but I will go out of my way to share my experience with the many homeowners I know on Long Island.

Warning: Do not use SunRun

I still do not have a working solar system. I have now paid 2 months of loan payments as well as electrical payments. Sales Representative lied to both my wife and I. He promised up to $5,000 in repairs and that was due to the fact that we were aware that repairs needed to be made. He promised they would be taken care of. They have not. Logistics Prior to installation were good. I was aware of the time and day of installation and communication was very good. I even took the day off work because "Someone needed to be home" to run the lines through the attic. The first installation team was horrible. I told them that I had the day off, so they could run the lines through the attic. They told me that the company does not do that anymore (which I later found out wasn't true due to numerous customer service calls). They punched a hole through my wall into my sons room, and then sunrun didnt send out a repair team for exactly 59 days (during that time, we had numerous rainstorms and the room basically flooded a few times. The repair team they sent didnt even cut out the wet dry wall, nor care about the mildew smell coming from the damp carpet. They just patched up the wall and painted. Can you say mold? Anyway, back to the first install crew. One of the guys pooped in a bucket and then dumped it into my neighbors trash can. While my neighbor watched. And hes a Highway Patrol Officer. He wasnt very happy, and had plenty to tell me about how "I hired a very unprofessional company" and other crazy environmental laws that sunrun had broken. The conduit they ran down the side of my house is very crooked. They later "fixed" it by painting it to match the house so it was less noticeable. Its very much still crooked though (and if they would have ran the lines in the attic like they were supposed to, it would have been non-existent). The next day I had no power to half my house. Sunrun sent out someone that day to check, and they had found that the install crew had left some things unattached in the breaker box. After power was back on, some of the promised fixes (mentioned earlier by the sales representative) were still not working. Sunrun sent out a licensed electrician (apparently the only licensed person to step on my property) and he found the problem pretty quickly. However, he did not fix it as it was a "pre-existing condition." Uhh, yeah, it is. This is the same problem we showed our sales person who promised that it would be fixed. It still hasnt been fixed. The second install crew that came to clean up the first crews mess was much better. Later, after the second crew had finished, we failed inspection because my panel was not permitted. We had just bought the house and the old owners did an upgrade without pulling a permit. So I went to city hall, pulled an owner/builder permit and got it inspected. It failed the inspection, can you guess why? The breaker that sunrun added to my panel was not U/L compatible with my panel. Also, the cover would not close with moving live wires because the thick PV lines that sunrun installed were not properly routed. A quick call to sunrun and I was told "We do not work on unpermitted panels. Get it permitted, then we can come out." To recap: They broke two electrical laws in my panel, which caused my panel to fail the permit inspection. They told me they would not fix the problems, that they made, because my panel was not permitted. A full days labor to an electrician and the cost of the permit came to just under $1000. Which I had to pay out of pocket for this "no out of pocket" solar system. But I did it anyway, because at this point I was paying both my electric bill and my solar loan. Finally my inspections all passed, and I was given the green light to power up. After numerous phone calls and emails, my system still does not work. It gets an 3x6E about 10 minutes after each restart. Its a communication error, and Ive noticed that each time i go to reset it, the breaker in the battery box had flipped itself to off. Sunrun called me yesterday to tell me that it isnt a problem on their end, its on the electrical companies end. Even though the problem is with the battery that they installed. They even tried to cancel a standing appointment to get it fixed! No I will not recommend the group of liars calling themselves "sunrun."

Feeling tricked

We were told our roof was in good condition and had at least 10 years of life left when Vivant Solar installed our panels 8 months ago. We just had a home inspection because we are selling our house and they told us the the roof needs to be replaced. We have to pay $2500 to remove the panels so that we can replace our roof. I would never recommend Vivant Solar they are dishonest and are unwilling to help with their mistake.

Zero Follow Through

At every turn, they did not do what they said they were going to do when they said they were going to do it. It was a painful process and unfortunately, my parents used them at the same time we did and had an even worse experience. They waited 3 months after installation to get their system turned on because the system wasn't installed right and couldn't get anyone to help. They had to ask them to remove the panels and threaten legal action for them to actually send someone out and then had it fixed and running the same day. They are very polite and kind but never call back, follow up or just get things done. They are just impossible to work with.

Paying More

It has been a year now and I have a apples to apples comparison on a 9 month block of time. After being told how much I would save every year, I ended up paying $400+ more than the previous. I tried to have this conversation a while ago when I wasn't seeing any savings and their customer service department did not ever respond to my emails. I sent another email last week about my situation now having solid data to back it all up, and no response. Disappointed to say the least as I thought the owner(initial contact) was a solid guy and wanted to use a smaller company that was supposedly local.

Horrible experience and totally misleading advertising

Had our solar system installed in May 2018 and the rep after all the calculations reassured us that our electric bill will be lower than before. And now we have $195 monthly bill from Sunrun and exactly the same electric bill as before, absolutely no changes. This company is a scam. Never use their services and stay away from them. Will contact BBB and other consumer protection agencies

Broken Promises

Before installing Sunrun solar panels, I asked several times about whether they would repair our roof if it should leak afterwards. I was assured each time that they stand behind their product and services and so would definitely do so. After the installation this summer, and a wet winter, we had about a dozen leaks in our ceiling. When I contacted Sunrun they sent a technician out who said it wasn't their fault; the paper under the roof tiles was old. So, why didn't one of the technicians, engineer, installer, someone tell us this before all the panels were installed. We could have taken care of it then before the installation. Instead I got the interior of the house painted and new carpets installed, only to have our ceiling/roof leak over the past month and damage both. I have called the representative numerous times and initially she would get back to me, but I have not heard back from her since I requested Sunrun come out to remove the panels so a roofer can repair our roof before the next rain. I have made 5 attempts over the past week, but no one has called me back. You refuse to pay the cost of repairing our roof, pay the cost of repainting the interior of the damaged areas and pay the cost of new interior plaster when it has begun to bulge from the wetness of the rain. Because you didn't inform me about the paper on our roof, we must incur all of these costs. I believe the 4-6 men you had walking on our roof at various times caused the damage, but you refuse to accept any responsibility. This is bad P.R.

Dont lease a system

Do not ever lease a system from this company. We were pressured by the salesman who boldly lied straight to our face about the cost, kilowatts, lease length ,how to break the lease, etc, etc. All lies we are now stuck with a system that costs just as much as our local electricity provider. We are trying to purchase the system at "Their Fair Market Value" Its overpriced BS, I could purchase a brand new system for the price they are trying to charge me for a 7 year old one. If you want a solar system just purchase one outright. As for the installation it does look professional that is the only positive.I could only hope that the salesman gets a severe case of IBS!!!!

Stay away and save attorney fees

Sunrun installed our panels in July 2017.......we are still waiting for Sunrun to produce as Dustin Mintch, sales rep, promised.......We are paying more for power than before contracting with Sunrun. We have contacted Sunrun customer service many time, SC Consumer Affairs (a bureaucratic joke) and Sunrun legal department without resolve. Sunrun under engineered and poorly designed our system. All 28 panels are on the North West side on our home with no panels on the South East side, with strongest sun. They underestimated our energy consumption . We had a 10 year track record with Duke Energy for Sunrun to estimate our energy use......They failed. We ask for more panels to be added on the South East side of our home but Surun says it can't be done. We have to add an additional system. This is a false statement. Stay away for Sunrun and save legal fees......

SunRun not the way to get solar!

9 Years ago a high pressure SunRun salesmen convinced me to Lease SunRun solar panels on my roof. Fine, I fell for it, that is my responsibility, but the SunRun installers were negligent in the install. They didn't stagger the mounts across the roof, so all the weight of the system (and snow on top!) is across just a few rafters, not safe! They left wires dangling across the roof itself, not safe! There was zero flashing on the mounts, just L brackets bolted straight into the roof with the only leak protection being some sealant they spread on top... which inevitably failed after 8 or 9 years and I was stuck with interior leak damage. SunRun washes it's hand of it its own installation carping about its 5 year warranty, and not caring that it was their negligent installation that caused the problem. After I yelled at them about the problem enough, they sent some guys to look at it, who snowed the whole thing over (predictably) and claimed it had nothing to do with the SunRun system, even though the leaking stopped as soon as I added more temporary sealing to their L brackets in the roof. Clearly they were just covering their butts and lying. Solar is a GREAT idea, just avoid SunRun at all costs, they are a corporate uncaring beast that does shoddy work and doesn't stand behind it, then hides behind the letter of their unfair contracts.

Wish I would have verified everything first.

This was probably the worst decision I have made in my 30 yrs. of home ownership. Promises were made of savings in the amount of 4 cents per Kilowatt hour on a 13000 Kw system. That would amount to a savings of $500.00 per year. The salesman guaranteed us a Return on Investment in 3 years since it was a 1500.00 pay out for this specific system. I immediately knew things were off on our second monthly cycle. The savings just were not there as he said they would be. I started doing my own research and soon discovered several false statements had been made by the salesman about my utilities prices and fees. I discovered I was one of the first customers in the PPL utility area and Sunrun was not familiar with their procedures. I made the Salesman aware of the issues and all he could say was, "well, at least you are making clean energy in a coal state. I told him that was a totally unacceptable response and he said, "some states don't charge all those fees and to wait until the system has a year to run its course." I called Customer Service to see what I could do about the situation and was given the same answer; I could do nothing until a year was up and run a Savings analysis to see where I stood. Fast forward 1 year and I had an analysis completed. The results were as I expected. The analysis showed a savings of $60.00. That did not even cover that year's portion of the initial payment so I was actually out $15.00. I also had losses associated with my Utilities buy back program which I was told would happen at the end of my year. Well it didn't. PPL bought my excess energy at the time of the year I am storing the most energy (end of May). Sun is high that time of year and you are not using your heat or air conditioner so you are banking the most. When the utility bought it back, they only paid me 8 cents per Kw even though I had to pay Sunrun10 cents for it. Then I had to re-buy the power in Nov. and Dec. when my system was not producing well. I had to buy it back at 8 cents plus 4 cent transmission fee. That was another loss. Sunrun stated they would not consider my initial payments in their analysis and stated they were not responsible for every customers unique situations or buy back procedures associated with specific utilities even though their own salesman told me how the system /reimbursement with my utility would work. They stated they were sure the mistakes made by the salesman were honest mistakes if he actually made them and stated they were sure he had done nothing malicious. I asked what good that does me and they just continued to state I was showing savings and nothing was going to change. All in all I was expecting a 10,000 savings over 20 years and now I stare at a potential $1500.00 loss. Even more upsetting is when we go to sell the house we will have to disclose all of this to any potential buyers. There system runs/works just as described and the installers were awesome but they were subcontractors and were not direct employees of the company

Run away

You get the system - you pay for it and then if something goes wrong good luck !! What a company ! They will do anything to get you to sign up and then they screw the consumer

Run from Sunrun!!!!

This company uses deceptive business practices to solicit your busines. They lure you in with promises of a locked in lower electric bill, threatening that your current energy suppliers rates will be constantly increasing in the future years. They make the deal sound even better by offering to install and maintain the system at no cost to you. I’m here to tell you it will be a huge cost to you! Contrary to Sunruns claim that current rates will be increasing, I have since found there is no evidence to support that. Sunrun takes all of the tax credits and rebates for themselves So your system is very cheap for them. You receive very little of the savings as most is paid to Sunrun. I’ve read horror stories of how they promise to maintain the equipment for 20years, but when thier system damages your roof, you are required to pay the repair!! My electric bill was on a yearly cost average plan of $217mo. When Sunrun took over it was suppose to be $168. I get a $168 bill from Sunrun ea month, but I also get a $7.50 ach charge and a $12.50 bill from Nvenergy. Upon switching to net metering nv energy demanded the balance on my account of $1381 due immediately! Since the summer had just passed my balance was high. The bill usually balances itself out over the fall and winter when useage is less, but instead now Sunrun keeps the excess. I was not prepared to pay $1381 upfront and now my utilities are being threatened shut off. Sunrun had offered me $700 in visa gift cards as a sign up incentive, which I never got and conveniently they have no record in their system. When I call, or write the Sunrun customer service they offer almost no recourse or resolution. Apparently even if I shut down the system and don’t use them I am still responsible for paying them $168 plus $7.50 a month for the next 20yrs! This company is horrible!!!! Do not use them! I more than regret using them and entering this 20 year nightmare! I have saved nothing! This has already cost me a bundle of money, time and frustration! Save yourself and run from the sun, run!!!

The worst customer care.

Every interaction with this company has been incredibly painful. Their customer service is the worst of the worst.

Stay away

Not only did installation take months because we had to submit the same paper over and over saying we had a foundation... but then when our home burned down in the CA wildfires we're still being charged and the new buyer of our property is being told they owe $50,000 to sunrun... we’ve been sent to collections over $7.50 that we’ve called numerous times about and been assured that it had “been resolved” when in fact it isn’t. Terrible terrible company. Run away. Do not use this company

THE WORST COMPANY EVER - DO NOT BUY FROM THEM !!!

I had solar panels installed by this company - and within a year and a half they leaked horribly! What this company did was an absolute crime...... my roof was 19 years old - and they NEVER should have put up solar panels on a 19 year old roof........ and SECOND - part of my roof is at a very low pitch - and this is where they leaked - not one panel - ALL of the panels!!! The water damage in my house was horrible! Not only did I have to replace the roof - but, all the wood and the installation under it (I have videos of this if anyone wants to see!!) I will give the company this - they stepped up and paid me $5,000....... BUT - I ended up replacing my whole roof - for $12,000 - and years earlier too than was necessary!! A roof should last 25 years - not 21. Thats another thing they don't tell you of course - solar panels will reduce the life of your roof too! Absolutely DO NOT GO WITH THEM !!!!! I have no problem with backing this up too.......... I have pictures, etc. Now - I am literally getting harrassed by them to put the panels back up!!!!! So, what, I can have a massive leak again in the next two years ?! When I tell them NO - all they are doing now is threatening me with "You signed a contract" !!! DO NOT SIGN ANY CONTRACT WITH THIS COMPANY!! THEY ARE A SCAM!!!

Company takes your money and then disappears

I am so disappointed in this company. I was very excited when the solar panels were installed on my roof 3 months ago. Since then - nothing. I can't get anyone who seems to know what is going on with getting inspections scheduled, getting documents signed, getting the power company to come and hook up the panels. Nothing. I waste lots of time calling their customer support, who are nice but don't have any answers and don't know when anything will happen. I can't get anyone who can answer my questions about when my system will be operational. Even better, I just made the first payment on the loan I took out to pay for the solar panels, and they are not producing any power yet!!

Poor customer service

Be aware if anything goes wrong with you system, although they will fix it for "free" your downtime could be months. My inverter stopped working after 4 years, the technician came out to confirm and told me it would be 2-3 weeks to get a new one ordered and installed, meanwhile I'm without solar power and my PG&E bill goes way up. Calling back Sunrun after 3-4 weeks I'm now told it could take up to 2 months to get a new inverter because each one is customized. Meanwhile I continue to pay SunRun $180 a month to lease a nonfunctional system. I will not be compensated for the time off line by a reduction of my lease bill unless the yearly average of solar energy generated goes below their guaranteed minimum, then they will compensate me at a rate of about 6-7 cents per KWH. Meanwhile I'm paying PG&E up to 20 cents per KWH for the upper tiers while my system is down. Because of the above reasons I would not recommend SunRun as a company to purchase or lease a solar system. Check around, read the fine print. Also many companies have a flat lease rate. SunRun's lease agreement goes up 2% / year for 20 years.

Nothing but problems...

Every step of the way has been the worst customer service nightmare I have ever experienced. I will never recommend them again. They definitely will scam you on any referral bonuses as well. I can't believe I'm stuck with them for the next two decades:(