Sunrun Inc.

not following up on a problem

I have called sunrun at least four times to tell them my solar is underproducing and I am getting large electric bills.They keep on telling me the file has been opened but no one gets back to me.I was told they would come out to check my unit but this has not be done.

Electrical Panel fire

Not designed, Installed as contract. Electrical panel caught fire from poor non licensed electricians installation. Vivint has done nothing about it since fire nearly 3 months ago

Horrible right from the start

I have had nothing but problems with this company and my panels aren't even functioning yet. I signed up in May, told the salesperson I was getting a new roof in July. He never told the engineers. I never got the panels installed until I finally threatened to cancel the whole project. Got the panels installed in August. Now 3 months in, I was told it could take an additional 10 weeks before the panels would actually be functioning. Now were in November and we have less than 9 hours of daylight! Now I've been fighting them for almost 3 weeks for a missing form. I keep emailing them to tell them I never got the form and each email is sent from some other CSR. I can't get a real email address, just automated responses. If I could I would rip the things off my roof tomorrow. DO NOT USE THESE PEOPLE

Choose another company!

We have had our solar panels now for about a year. Our neighbors recently noticed a bunch of birds and bird poop built up under the panels. She told us we should get a net around them. I started looking around at other peoples solar panels in the neighborhood, and they all have netting around them. We talked to someone at costco who works for the company. He told us that they are still under warranty and that we just need to call and have someone come out. I called sunrun to have someone come install the net and they told me that i would have to pay for it. I informed her that the guy from costco said that they are still covered under warranty. She told me that if we would have requested it to be done before they were installed it would have been free. I let her know that if it was free at the beginning why wouldn't it be now?! She put me on hold for about 10 minutes and came back and said there is nothing they can do. She said if we would have asked for it at the beginning it would NOT have been free but rolled into the lease price. Now she changed what she said. Either way, that's sunrun mistake that they did not inform us at the beginning. I dont want my roof ruined because of this. If my roof gets ruined after i pleaded with them to come take care of this i will definitely be taking legal action. Please do not go with this company!!!

BEWARE: FRAUDULENT AND CONNIVING

Unfortunately NO stars is not an option. ANyone considering this company,do not choose them. THey are rogues!!!!!!! They will be nice and pretend to be nice while you are signing the contract andbefore the install. It will be a completely different story after. They will MANDATE directly debiting your account without you having any idea how much they will deduct. IFyou do not agree, they will NOT GIVE YOU access to your bills and yet send threatening debt collections to you each time. FOr almost a year, they have blocked online access and refused to send any bills. Instead they willclaim they cannot mail any bills and they also cannot email any bills. you will only have ONLINE access if you allow them to automatically deducting any amount from your account each month. BEWARE and choose another solar provider or keep with your current BGE OR Pepco.

residential solar

We had solar panel installed back in December 2015 (we're located on the east coast), the system had a problem in February 2018. They came and shut it down, they told us they will be back to take care it in 2 weeks, we make over 50 phone calls between Sunrun and Sun technology which is a sub-contractor for sunrun for the repair job. Every time they told us they will take care of it in a couple weeks, it has been over 9 months. The system is still not repaired. I have given up on calling them for a couple of months. They continue to send me an invoice asking me to pay the monthly bill for which the system has not been working for 9 months.

Horrible Company

I was absolutely fooled and lied to by these people. They said I would save 77% off my normal electric bill. LIARS, I am paying just as much if not more to my electric company and now on top of it I have to pay them as well. Save money absolutely not it costs more to have these panels than not have them. Their answer is I am using more electric than before that's why my bill is still high. My system hasn't worked properly for a majority of the time I have had it and they won't credit me because it's not their fault the lady said. So basically I'm stuck with this ugly decoration that works when it feels like it on my roof. Thanks Sunrun for screwing me monthly, I guess saving money was too good to be true

Nearly a Scam

Sunrun 'accidentally' sent a debt collector after me for money they say I don't owe. I paid for the system in full, have record of payment, and after calling in 5 times they still don't see that I owe any money, but they won't call off the debt collector, or provide me an email saying that I don't owe any money. Instead, a month of no follow-ups. Avoid this company, it's incompetent.

bad

This company will sell your solar contract after your installed just like the mortagae industry. Thats why they require credit score and 2.9 increases per year every year. The reps also get paid based on how many panels you get so they will put extra panels that produce energy that you never use. The company Vivint gets the extra energy back and sells it back to the Eversource also. They pay reps all commission so I understand why the reps will overproduce you but I would just not work for a all commission position if it was me. The business model of Vivint isn't one that I would let them use my roof to make solar panels. Number one thing for anybody reading this only go with a company that has no increases.

Faulty equipment

We are having a truly terrible experience with Sunrun. Here is all you need to know: after buying a $36,000 system that is rated to 10k our bill this month was....wait for it, $3,242 dollars. What they don't tell you is that when your systems under performs for any reason that they do not tell you or fix it. In our case our system under performed due to a broken inverter for 12 months. At the end of the year Edison gives you a supplemental bill. Specifically I am trying to work with Mayte Corchado. I have called her a total of 27 times with no phone call back. I have also tried Kaila Schleu. She gave me a "guarantee" that Sunrun would give us a rebate when the system underperforms. My plan is to make everyone aware of what a bait and switch this company is.

Stay away from this scam

Vivint Solar is the absolute worst deal that you can get into in terms of solar panels. I had them installed about a year ago and every month since then I have been paying between 10 to 20% more for electricity than I did the year before. I am paying about 16 cents for kWh energy produced by the solar panels, but I am consuming much less. I am supposed to be re-imbursed by SDGE at a rate of about 3 cents per kWh, which means I will get a grand total of about $33 back after one year. Thus, not only am I not saving money but I am paying more for electricity. On top of that, the complexities involved with the solar panels being a property of Vivint Solar generally decrease the value of the house, so whenever I am ready to sell it I will be hit financially again. I strongly recommend looking at alternatives and not falling for the Vivint scam. I also have the suspicion that the vast majority of the positive reviews about this company posted here are fake ones, written by the company itself.

Regrets

Had my pannels installed in may 2018 they told me its ready for inspection could take up to 6 weeks two months go by i call they gave me the run around saying its the city i live in i call the city they told me that the company never contacted them about the scheduling the inspection so they bullshited me i call the office they gave me the run around again now its october and im still.waiting im ready to remove the pannels off my house

Terrible company

This company is a scam settled in my home solar system with supposedly I would pay only 10% of light when I only paid about 175 dollars per month now pay 151 of the loan plus about 120 light economy but the company supposedly to send you a technician you have to pay 95 dollars an hour to check the system that kind of guarantee is that.

Poor Customer Service

We have been dealing with leaky roof for over a year. when the repairman came out last year, he stated that they were finding issues with the sealant they used. Since then we have had 3 other leaks occur where the bracket mounts are located. We have had them come out twice and re-seal where the leaks were and those areas do not leak now, but other locations are. They are blaming our roof but it doesn't take a rocket scientist to see it is not our shingles but the defective sealant they used. We do not leak any where but where the mounting brackets are. We have been contacting them on a daily basis to have the panels removed and the mounts resealed. We are still waiting for customer service to contact us for a week now. We have had rain daily for over a week now and more to come. The longer it takes them to get in contact with us, there is more damage happening to our home. We are NOT happy customers. Wish we never did this and would never recommend Vivint to anyone ever again.

Don't make the same mistake I did trusting Vivint Solar

Please don't get suckered into this company's scams and lies. I agreed to put solar panels on my roof if they could be taken down for upcoming remodeling. My salesman stated that was no problem and that for $500 they would be taken down, stored, and put back up. When I called to have this done they stated it would cost over $1,800. When I informed them of the price agreed upon by my salesperson they stated they would get back to me within a week. It is now almost two months later and they are still on my roof. I have called them more time than I can count and when I talk to their customer service people or their "Team Leaders" they simply lie with promises of call backs to get you off the phone. I've been told the salesman hasn't gotten back to them (how can you not get in touch with your own salesman), that my issue has been elevated to corporate (but I can't speak with corporate or know what corporate is doing if anything), and that I may speak to Human Resources (when I said I wished to speak with them I was told Human Resources was actually an answering machine and then they refused to connect me with it). It's just lie after lie after lie. They do not take complaints seriously and now the panels are holding up my construction and costing me money, not that they care. Not to mention that the electric savings are lousy after their fees. Please, please don't make my mistake, find another company that isn't this horrible money grab scam.

Awful service

My panels were installed over 6 months ago and my panels were just turned on this week (Sept.18, 2018). That alone is pretty ridiculous to me, but there’s more! Since the city’s final inspection (which was on June 4th) was completed and submitted, I have been continuously calling Vivint to check on the status of everything. The first time I called was about a month and a half after the inspection and I was told that sometimes it takes a while for everything to be submitted and processed and I was understanding of that, but time continued to pass and nothing. So I called several times again and every time I asked what was the hold up, I got the same excuse “we’re still waiting for the city report to be submitted.” The last time I called and got the same story I asked for the city inspector’s number so that I speak to him myself (which I did). The city inspector confirmed that the report was submitted the same day of the inspection and just to confirm, he sent it again the day I spoke to him. I allowed a few days to pass then called Vivint again and guess what, same story! By this time I was furious because I knew this story was complete bullshit so I threatened to remove my panels if someone didn’t do their job and had them running by this week. The fact that it took for me to give them a piece of my mind and even threaten to remove the panels in order for people to do their job is beyond. But I’m not done. After the solar panels were installed, my husband and I noticed some shingles on our front yard but didn’t think much of it. We just thought they needed to be removed for the installation. Anyway, over the summer we noticed a leak in the house and when my husband went to the roof to check it out, there were shingles missing and wood was just exposed and soft. We called Vivint about that issue so they sent someone out here to “take care of it” after that, we received a call from Vivint stating that they weren’t responsible for the damage. Now I know for a fact and so does my husband that our roof was just fine before these panels were installed and the fact that they want to say they are not liable well, that just infuriates me even more!

Stay Away from Sunrun's scams!

I was tricked into a 20 year lease based on a false premise: that my system would be cheaper than the local power provider and that I would not have to worry about times of day to use the energy. Boy was that wrong! Sunrun doesn't stand behind their dealers claims, won't negotiate and threatens to take your home or bill you for the full contract if you try to cancel. Everyone should think twice before signing up for these scam artists who can't even have one Manager make a phone call!

Modern Day Carpetbaggers

Stay clear of this company. Bought a house w/solar panels that they installed. Each time I called them for information re: the lease and/or buyout I was given different information. They charge one price for a buyout at the time of sale of the house and they charge a higher buyout cost if you decide to take over the lease and do the buyout at a later date. In the end, when I decided on the buyout they washed their hands of me. They said they would not remove nor perform maintenance on the panels for any fee. Also, regarding the method of payment, they maintain that they must hold your check for 10 days regardless of whether or not it is bank certified. Both the buyers and sellers attorneys questioned this tactic and failed to get any satisfaction. As it threatened to delay the closing we both kept calling the office to make sure that they would honor that 10-day hold period, but they would not even commit to that. Extremely dubious business practices.

Roof Leaking

I’ve been a Sunrun customer since 2011 and for most of that time I was very satisfied. In 2015 there was a leak under the panels and they were very responsive. They came out and fixed the leak, replaced insulation in the attic, and painted the ceiling which was stained due to the leak. This past May I again noticed a leak, contacted them and they responded quickly again, reporting they fixed the leak. However, when I checked the roof it was still leaking in several places. When I called (after several tries) they finally responded saying that my “five-year roof intrusion warranty” had expired, and they should not have come out to fix the roof in the first place. Customer Care Rep. then stated I needed to have the roof replaced and I should contact my insurance company to see if they’d cover the cost. They also told me it would cost $100 per panel ($2800) for Sun Run to remove and replace the panels. When I pushed back on this they eventually stated they would remove and replace the panels at no cost, but I would still need to replace the roof. I stated I was still incredulous that they expected me to pay for this repair as it was so clearly due to faulty installation. I also told them that I would need some time to get bids and find a contractor to do this work. I told them I would be back in touch when I was able to coordinate that work. At no time did they tell me that this was a time-limited offer. In August, I contacted Sunrun stating that I had a contractor ready to go and needed to coordinate having the panels removed. I talked to the same customer service representative who informed me that the company would no longer honor the agreement to remove and replace the panels for no charge and the fee had gone up to $150 per panel ($4200). I of course was quite disturbed by them going back on their word. I spoke with a supervisor who simply reiterated the same position, stating that it was not something he could control or decide and when I asked to speak with the people who do decide he replied that those people don’t talk to customers I also have no knowledge of and can find no stipulation about a five-year roof intrusion warranty. I cannot find any such stipulation in the contract and have asked them to provide me with written proof of this agreement. I have not heard back. I’ve had three roofing companies bid on replacing the roof. The roof has a 30-year architectural shingle installed in 2003. They all voiced surprise that I was being told the roof needs to be replaced stating that it had a good 10+ years left in it. The only place the roof leaks is in 6 spots where the lag screws that attach the system to the roof are located. I’ve had to go up in the attic and install a large tarp to inhibit further damage to the house. I also have concerns about Sunrun removing and replacing the system as it seems clear to me the system was either installed incompetently or their technology is faulty. They came out to inspect the roof in 2011 and then agreed to a 20-year contract. Four years later the roof was leaking and 7 years in the roof is allegedly non-repairable. What’s to say If I comply I’m not in the same situation 5-7 years from now? It is my hope that this issue can be resolved but having been in effect stone walled by Sun Run, I’ve contacted a lawyer and fear this is the direction I’ll have to go. I’m quite disillusioned by the company at this point.

Scham and a half

First off leasing is a scam on these type of items. DONT DO IT! Second they lie to you about almost everything including pricing, rebates, federal credits and the like. They also dont do their job with monitoring and support. RUN AWAY

Vivint Victim

My husband and I received a knock on the door from Gentry Ramsey representing Vivint Solar Developer in 2013. He talked about the solar company and explained to us that we would be paying for the power produced by the solar panels and could remove them at any time as long as we paid a $500 fee to remove them. We asked Mr. Ramsey several times about the removing the panels if we moved or decided to purchase through a different company and he assured us it was a simple $500 process. My husband and I have attempted many times to contact a supervisor to discuss the removal. Every time we call we are put on hold or given an excuse as to why we cannot speak to a supervisor. My husband has contacted the Vivint customer service via email and they were dismissive and unhelpful. We have contacted several other customers of Vivint and they were told that they could remove the panels at any time for a $500 fee. We have written complaints to Better Business Bureau, the CA Attorney General, FTC complaintassistant.gov, and the complaint department with consumerfinance.gov. We have looked into other complaints on the internet. We are baffled as to how this company is still in business with the amount of complaints against them. In fact, there are many lawsuits against Vivint regarding deception, defrauding customers and engaging in unfair business practices. The New Mexico Attorney General Hector Balderas recently filed a lawsuit against Vivint for unfair trade practices. Vivint has also had to pay ADT $10 million in a lawsuit settlement over deceptive sales in Boca Raton, Florida. The list goes on and on with this business. There has also been an article written by Daniel Stevens from The Hill titled Americans were duped by bad actors in rooftop solar industry. When we signed the contract, it appeared to be one page. We did not notice until later that a lot of fine print is written after our signatures. We were never shown the back side of the contract and we were made to believe the contract was one page. We have tried contacting Vivint to pay the $500 removal fee but are constantly given the run around. We have also noticed the panels are not producing what Vivint explained. We have spoken to an SDG&E representative and he told us the solar panels did not produce enough in 2017, hence our high electricity bill. We would like to resolve this issue with Vivint and have the solar panels removed as they promised through their representative, Gentry Ramsey. We have no problem paying the $500 removal fee that Mr. Ramsey promised. Please take a moment to look into this company by googling lawsuits against Vivint and complaints against Vivint. I feel that you would agree with the unfair practices.

Shop elsewhere...

The sales person, Dan, was very informative & explained each step of the installation process. A snag was reached with the rafters of the roof going in a different direction than other houses. I live in an old house so why this problem was new for Vivint was a bit strange but let's move on. The design engineers come up with a design based on photos, the roof being PHYSICALLY INSPECTED (& when I say physically inspected, I'm saying that somebody walked around on my roof & marked where the panels would GO), etc. The installers come out on 3/29/18 & were pleasant, thorough & clean. They even laid out the 'criminal scene' yellow tape across the yard. I ask at the end as they were wrapping up if everything went well & of course, I was told that it was great & all I needed to do (or so I was told) now was get the city inspection followed by the electric company. I'm okay with that info as that was what Dan was told me so I sign my name to the 'dotted line'. A coworker told me that the city would be out within a week for the inspection & they would contact me. It would take all of 15 minutes. I left the gate unlocked & the small door to the garage unlocked for a couple of weeks thinking that gee, maybe I wouldn't have to take time off work if all they had to do was look at the electric panel & go into the back yard for panel/roof observation. On April 3 while I'm still waiting on the city to show up, Nate from Vivint calls & wants my opinion & I said I'm still waiting on the city but the installers were nice, etc. He asked me if I had any questions & I said I had one: Why wasn't Vivint a member of the BBB? Nate said he would get back with me. At that point, I start to second guess my decision but it's too late now so I have to ride this baby out. On April 16, I call the city & I'm told that they have been waiting on ME to call them for an inspection. I get angry because I know I didn't misunderstand what I was told by Vivint. I call Vivint customer service & I'm told that my account is in what is called 'permit review.' I have no idea what that means. Dan texts me within an hour of that call & says there is a problem with my attic roofing. 'Permit review' means 'attic roofing!' WHO KNEW??? I now know that when the installers told me that all was well & I was to wait on the city, I was lied to. Now I get really, really angry and Vivint has an operations manager call me back. In short, my attic roof has some instability. No mention of a 'permit review' this time around. The installers got permission to install the panels differently onsite & the operations manager is waiting on a design team to get approval, blah, blah, blah. The fact that I have been waiting on the city since March 30 when, in fact, no one was going to arrive is lost on Randy. He sees nothing wrong with somebody from Vivint not telling me the truth from 3/29 but gee, he will make an annotation that I want to be updated WEEKLY as to the installation process. Seriously. I ask to speak to his manager & he hangs up on me. I call back. This time I get a guy who wants me to explain all of the above again which I do because what choice do I have? I think his name was Mica or something like that. Doesn't matter. He is apologetic which is stupid because where does that get me? He does tell me that yes, I was supposed to wait on Vivint to get back in touch with me for another inspection. He has no idea why I was told the city was my next step but yup, I was supposed to wait on Vivint to contact me. How was I to know that that was what I was supposed to do? He has no idea. That's what Vivint customers are suppose to do. They just wait without question and he's amazed (like other customer service people at Vivint) that I would question this. I ask for the operation director's name.. whoever it is over the last few weeks that has been determining the stability of my roof. Due to privacy issues, that name is to remain secret. I not only understand that but I don't blame that person one iota. I also told Mica I'm still waiting on Nate from 4/3 to return my call. He will leave a note for him. Vivint tells me that the city will come out to inspect AND a contractor will show up to inspect my roof. I'm also told by Vivint NOT to tell the city inspector about the contractor so I don't. City shows up, contractor never does. Day 89, I'm told by the electric company that I can turn the system on. When I tell them the ocntractgor hasn't shown up, I'm emailed to wait until the contractor shows up. Vivint is also emailed and they never respond. My average electricity bill is $230 a month.. that's WITH the panels turned on. My KW use a year ago was 2500, it's now 3700. Electric company says the meter runs great and even came out to inspect. Vivint refuses to come out because everything looks great on their computers. No one can explain how one person with three jobs, three dogs and one guinea pig can use up so much electricity since the panels were installed. I can pay $3600 to have the panels removed but I'd still have the panel loan so basically I'm screwed. I'm still waiting on Nate to get back with me about the BBB membership and that contractor? Still waiting.

New Roof damage with re-installation of panels

My wife and I purchased our home new in 2001. May of 2014, we decided to have Vivint Solar put Solar Panels on our home to reduce our electrical bills and to help the environment. In 2017 I noticed some signs that our roof was degrading. I am a 100% disabled veteran and unable to climb ladders to visually inspect a roof and since the roof was 17 years old we decided to replace our roof instead of taking a chance of incurring a leak. We contacted Nu Look Home Design to assess our roof and pick the materials so that we could submit the plan to our HOA for approval. We selected the highest quality architectural shingles with a 50-year warranty to ensure the roof would exceed our ownership of the home. We also discussed, with the Nu Look representative, our concern that the newly installed roof could be damaged by the solar panel reinstallation. It was agreed that we would coordinate the date of the solar panel reinstallation with Nu Look and they would send a roofing inspector out during the panel reinstallation to observe and advise the installers. After we received the HOA approval we scheduled Vivint to remove and store the panels on November 20, 2017 while the roofing work was being completed. Vivint removed the panels and on December 7, 2017 Nu Look completed the installation of our new roof. While the panels are stored we were being billed the average utility amount we usually paid Vivint. Due to weather and scheduling issues we were finally able to coordinate the date of June 6, 2018 between Nu Look and Vivint to reinstall the solar panels. We wanted to wait until spring to eliminate any chances of damaging the roof during cold weather. On May 19, 2018 Vivint called us and said they were very backed up on reinstallations because of numerous storms and had an installation crew in the area which could reinstall our panels on May 21, 2018. However, if we passed on this date it would be months before they could return. Remember we were paying a monthly fee even though the panels were in storage. This date was 16 days before our scheduled reinstallation and Nu Look coordination date. We called Nu Look and asked if the roofing inspector was available for this date but unfortunately, he was working another area and Nu Look did not have anyone who could be available to observe the reinstallation. We decided to allow Vivint to reinstall the panels without Nu Look being on site. From the start the Vivint reinstallation crew seemed unconcerned about any damage they might be causing to the roof and surrounding shrubbery while they were working. I told them several times that this roof was brand new and that I could already visually see the damage they were inflicting. Their response was to “Relax this is what we do, and we are good at it”. In retrospect we should have waited for the Nu Look representative but trusted Vivint to respect the fact we had just spent over $20,000 on this roof and they would take precautions to minimize the effects of the reinstallation. A Nu Look inspector was able to come to our home on July 10, 2018 and the attached documents and photos tell the story of what he discovered. We immediately contacted Vivint concerning the damage and they told us to send all the information collected by Nu Look to them and they would process our claim. We connected Nu Look and the Vivint representative (Brent Aguilar) on July 24,2018 so that any specific questions about the damage assessment could be answered by the individual who conducted the assessment. We have been asking Mr. Aguilar on several occasions about progress on replacing our roof and have been told repeatedly that Vivint is talking with Owens Corning about the damage. Owens Corning is the manufacturer and would only cover warranty issues not damage caused by Vivint. We cannot get any progress or discussion on the damages nor can Nu Look who has also made inquiries. Vivint has refused to return calls and when we do find Mr. Aguilar in he has no information and cannot tell us anything concerning our claim. Vivint’s damage has reduced the integrity of our roof and voided the 50-year warranty of the product we purchased. We have been planning to put our home up for sale and begin transitioning to our retirement property in Tennessee but are unable to begin this process because of the damaged roof. We are extremely distraught concerning the investment in our home and how we have been treated by Vivint. Delays in putting our home on the market continue to add to the cost we are incurring as Vivint stalls. Vivint publicly states that they respect your property and take extraordinary measures to avoid causing any damage to property during their installation process. Vivint also states that any claim with their work will be resolved quickly and fairly. Both these statements could not be further from the truth. We feel as consumers we did everything the correct way and took every opportunity to work with Vivint to resolve our compliant. We have provided all required and requested information to include the detailed assessments by Nu Look homes. We are asking for help in resolving this issue before the winter weather complicates the roofing replacement. Mr. Mike Catalano (410)-375-0392 from Nu Look Homes has agreed to answer any questions concerning the installation, product and damage.

Their lease puts all responsibility on the customer.

We just had a Sunrun solar system installed in June. Before we signed the paperwork we specifically asked what happens if the system breaks. We were told that Sunrun would take care of everything. We were also told that are only other out of pocket expense would be $6.00 a month to PNM, unless we drew more then what our solar system was producing then the excess would come from PNM. That is fine no problem. Our system broke down August 17th, we were never notified, it was not fixed till Auguest 31. We were then told we would have to pay the full Sunrun bill and the full PNM bill and maybe if we had some some performance credit in two years we would get a refund. And that if happened again we would be expected to pay both PNM and Sunrun again. This was not ever covered in the sales pitch, we asked multi time what would happen if it broke down and were told everything was covered. Spoke with a Supervisor's supervisor who offered to credit us for this occasion but we would be responsible for paying double bills if it happened again in the future.