Sunrun Inc.

Terrible Customer Service

I bought a house with a Vivint Solar array installed. From the first call to the company, the customer service was horrible. Most of the time you cannot reach a representative and need to leave a message, so they can call you back. Those call backs take 24 hours at least. Took almost 2 months to set up my account, so I could view/pay bills online. Their billing system is glitchy and sends out past-due payment notifications before a billing statement has ever been provided. If you use Vivint,don't enroll in auto bill pay. The amount owed changes and they can't explain why. I also reviewed the marketing materials used to sell the solar panels to the former owners of the house. They are misleading at best. They show the cost of electricity increasing wildly, but that hasn't been true for most of the U.S. The marketing materials also state that "your cost of electricity will not go up by more than 2.9% per year." The actual contract Vivint makes you sign binds you to accepting electricity price increases of 2.9% per year...The entire thing is a scam and likely to cost you money versus just buying electricity on the open market.

False Information

We were given false information and lied to as to expectations of solar production and electric bills. Our salesmen promised $25 electric bills if we installed 72 solar panels with a perfect southern exposure. This has not happened. We were promised meticulous monitoring for performance and a great warranty to repair any faults in the system. This has not happened. Bills have been $250-300 monthy plus a $377 lease payment totalling $90,000 + over 20 years. Great deal huh?? Be careful when given unrealistic expectations on exorbitant systems.

The worst company

We were made allot of promises that did not happen there customer service is a joke we've had issues and getting someone anyone to contact me and most of the time they don't even help you they read what's on a computer and that's it if I had the option I would not go through vivint at all

Worst company EVeR!!!

This is the worst company ever!!!! They have so many departments in this company that if you have a problem it is ridiculous to get a hold of someone who knows what they are doing. I am dealing with a situation of newly installed panels waiting for PTO for 2 months now. Everyone I speak to has no idea what is going on, in which they transfer the call to the whole company before you get to someone who have the slightest idea of what is going on. They then say a bunch of crap just to protect themselves and blame it on the Utility company, unfortunate for them, I already spoke to the Utility company and know exactly what is going on. When I confront them about what the Utility company says, they play dumb. Grrrrrrr. If there was a spot for 0 stars, they would get a negative. This company lacks the customer service and integrity of a good company. If you're looking for solar, look some where else. You will regret ever getting involved with this company. Their plans are no good too, I was only involved with this company because the home I purchased had panels already installed. There are plenty more companies out there that are more deserving of your hard earned cash, and don't expect to get anyone to your home for repairs or anything for a while, because this company does not have many technicians that can make it to your home to fix anything for a few weeks.

Don't do it!

Luke Jorgensen came to our house representing Vivint Solar, and after careful consideration, we decided to go solar with the company. Next the company came out and took pictures of our roof, and Vivint approved a design for our house. There was only one problem with our storage shed being too close to the actual power box. Luke advised us that Vivint would pay to have the shed moved far enough away from the power box in order to pass the city inspection. The shed was anchored down with bolts, and the foundation was securely attached to wooden floor beams. We agreed to have the shed moved to the proper distance away from the power box, as long as the shed was anchored back into place as it was before it was moved. A subcontractor was hired to move the shed, but they took a crowbar and pried the shed off the foundation, and moved it away from the power box, but they did not anchor the shed back down, and the wooden foundation was compromised. We contacted Luke, and he assured us that once it passed inspection, the shed would be anchored down, and the foundation restored to its original state. All of the contents of the shed were removed as requested, and they were damaged due to weather exposer. Luke once again assured us that everything would be made right. The panels went up, the power company installed their box, the city inspector approved the solar system, and the switch was flipped on. However, our shed was not anchored down, nor was it attached to any foundation. We contacted Luke again, and he sent out Vivint employees to take pictures of the shed, and we were told that the information would be given to management, and they would get our shed back to its original state. Another month goes by, and we contact Luke again, and they sent out another team of Vivint employees to take pictures. We contact Customer Service, and they send out another team to take more pictures. Finally Vivint comes back and says that they are not going to pay to have the shed moved back to where it was, and we have told them over and over again that we don’t want it moved back to its original place, but we want it anchored down and attached to a new foundation because it was damaged when the subcontractor (Hired by Vivint) moved the shed. We once again called Luke, and he is now refusing to return e-mails and phone messages. We called Customer Service again, and Keith Wilson advised that he was going to send out another team to take more pictures, and he asked us to obtain an estimate to fix the shed. The estimate was sent, and we still can’t get the company to understand that we don’t want the shed moved back. All we want is our shed anchored down, re-attached to a new wooden foundation, and restored to its original state before it was ripped up out of the ground in its new location that it was moved to. We have tried to speak with upper management, but we have been denied each time. Vivint management is impossible to contact. The company thinks that we will just go away, and we will be glad to do so when our shed is fixed. Beware once your solar system is up and running, Vivint solar does not take care of their customers!! Again let me restate: We DO NOT want the shed moved back to its original location!!! We WANT the shed anchored down, re-attached to a foundation, and restored to its original condition at the new location that it was moved to!!!

Unbelievably horrible

First off Vivint solar customer service is the worst I'll ever had to deal with. They never call back and they never answer your questions. I was told after my system was installed that everything was working and that I would be saving money. Well after receiving a bill from PG&E we found out that the system was not working and had not worked from the beginning. The second true-up with PG&E was $1500. I had called many many times requesting someone to call me or come out and check the system as we needed more panels to off set the huge true-ups. I was alway told someone would be calling me to set up an appointment. This year the true-up is almost $900. This time I called I was given a different number to call and found out that Vivint no longer services my area. Which means we can't get the add on panels we need! The Salesman assured us in the beginning that if we needed more panels that they would put them on no problem. That was one of our question from tha start. That if the panels they installed didn't do the job would they add more to equal it out. What a crock! What I want to know is how do I get them to take there system off my house? If it would let me I would put an negative star on all but the sales process. But it won't let me!

Joseph longo

Promise u the world than after the system is installed they could care less about your concerns! Stay away from Vivint solar customer support is useless and no one every returns your call! Worse company to deal with

Worst company I have ever done business with

There are two problems. First problem was a safety issue. Vivint solar owns the panels on our house, was not willing to make them safe by installing snow guards (people could have been injured coming up our front stairs from a massive amount of snow falling on them), Vivint gave us the run around about installing the snow guards, told us we could not hire someone else to install them, said that they would not be liable if someone were hurt from falling snow, What kind of a situation does this put us in??? We finally paid $533 to buy the snow guards and finally vivint installed them. The Utah and Massachusetts offices of Vivant did not seem to communicate with one another very well. We are very disappointed that they would not pay for the snow guards nor did they seem to care about people being injured. Second issue. We are having construction done on our roof. We are having a very difficult time getting Vivint to remove the panels for our construction. The sales person told us that it would be "easy" if we ever need roof work done, that we call Vivint , pay them $500 and they remove the panels. After the roof work is done, Vivant puts the panels back. It has been not one bit easy. At the end of May we sent Vivant the drawings for the addition to our house. The Vivant person we sent them to never forwarded the drawings to the correct person. No one at Vivint told us that we were supposed to be sent an invoice for $500 before we could schedule removal of the panels. Six weeks later Vivint finally tells us that we need to pay an invoice of $500. We wait 2 hours on the phone with the billing dept to pay them $500. They say that after we pay the $500 we will be able to schedule removal of the panels. Two hours after we finally pay the $500 we get an invoice saying that we have to pay another $250 for a redesign of the panels on the new roof before we can schedule the removal of the panels. Why weren't we told this before???? We are willing to pay then anything. We contact them almost 2 months in advance to have this all taken care of and they do nothing until we CALL and CALL to try to get the panels taken off our roof. We keep getting a different story from different people in the company. We are told our contractor cannot remove these panels from our roof but WE CANNOT GET VIVINT TO SCHEDULE A DATE TO REMOVE THE PANELS SO WE CAN HAVE WORK DONE ON OUR HOUSE. After we finally got a date to remove panels for our roof work we explained very carefully which panels were to be removed and which were not supposed to be removed to at least 3 different people. What did Vivint do the day of removal? Yes, you guessed correctly, they removed the wrong panels. We put in a complaint with the BBB of Utah and the day that one of the managers at Vivint was supposed to talk with us on the phone--you guessed it--she didn't. Also, at least 3 times we have asked for drawings from Vivint. Did we receive them? No, you guessed correctly again. I could go on and on with more problems with the company, but I think you get the idea by now. I can't believe that we signed a 20 year contract with this company. It's worst than a horrible marriage.

This could be a good company but they have a long way to go

My salesman answered all my questions and I thought I was good to go but unfortunately, he wasn't completely honest with me. He told me that the system would be installed before the payment was due but then I found out that they knew they couldn't meet all the inspections and do that in time. After a great deal of argument, I was able to get them to do it right after my first payment. He told us that if needed, a snow guard would be installed free of charge. I didn't find out this wasn't so until my car was damaged from the snow, he incidentally told me this rarely happens but I have since found many others with the same problem. I decided rather than wait until someone was hurt by snow, I should get the snow guard. I got the estimate and was called and asked when I wanted to have it installed. I put the project off for two months due to a renovation. I knew the contractors would be in the way of them installing the snow guard, so they told me to call when we were ready. I called and got an invoice with instructions on payment only to find that no one in the payment department knew how to process the payment. Two hours later, still they didn't want to take my money. I was finally told I would be emailed a new invoice with instructions. The new invoice was identical to the old one, except it wanted me to mail the payment to the exact place I was calling. This, of course, will delay my job. I wonder if they will learn how to process the payment while it is on its way there. I can't understand why this company can't get its act together. I haven't had an electric bill in three months. This would normally mean a good review but with the dishonesty and the incompetent customer service, I am wishing I went with another company.

Vivint is the WORST!!

Extremely poor customer service. Check Vivint at BBB before you make a bad decision like I did. Biggest scam on the planet. I received a $3300 end of year true-up bill from PGE including paying vivint monthly. You will save no money and will be looking for an attorney!! Do your research before you commit!

Horrible

If your have a good roof on your house I would suggest that you do not use vivint solar. I had the solar panels installed and about three months after both of my new roofs started leaking. vivint paid for the damage part of the roof but I had to pay and replace the rest of the roof. I never receive and breaks on my electric bill I am getting charged monthly from vivint solar and they never came and put the panels back up. I had two appointment for them to come by and replace them but no one showed up or called.

Vivint Solar Scam

I purchased a home that the previous homeowner had Vivint install a PPA system almost a year prior. I was reluctant to buy the house because of the PPA. I was lied to by the salesman from Vivint that sold the system to the previous homeowner about saving money and being grandfathered in at the current rate and I shouldn't see an increase. First two months I didn't get billed by Vivint because the previous homeowner mistakenly took the gateway for Vivint to monitor and bill, but my electric bills were rather low. Now I pay well over $300 a month between the electric company and Vivint. I pay for anywhere between 1,700 and 2,200 kwh a month of electrcity but Vivint doesn't think there's an issue. In fact they said I could have more panels put on the roof, there are currently 31 panels on the roof, how many more panels do I need to save a penny?

Vivint Buyer Beware!!!

Vivint Solar, short and simple, is likely to save you nothing, or more likely to increase your electric bill. Buyer beware---think this through.....the more electricity your panels PRODUCE the more you are charged! That is the fact of their product, and the salesman will talk in circles until you believe that between a lower rate per KW hour and losing the delivery charge you will save money.....you will not. In addition, if you plan to sell your home within the solar contract period, your salesman will tell you it's a selling feature....How is it a selling feature? What will my realtor say to Prospective Buyers: "you have ugly solar panels covering 80-90% of your roof, you are in a binding contract and I'm sorry to say you will pay more than your neighbor's for electricity......but think of how you are helping the planet!" To end.....it is hard to believe that Vivint can charge you by what you produce and not what you use AND your electric company is still charging you for what you use....but that is exactly what they do. Buyer BEWARE!

Wood / Del Rosario 237 Colusa St Orland, Ca 95963

Vivint Solar installed the panels on the roof of 237 E. Colusa St Orland, Ca 95963 on 6-10-2016. The roof was reported leaking 1-12-17 in the master bed room ceiling shortly after the rainy season started. They were notified and came out and took the panels off of that area, covered it with plastic and had Clean Rite Build Rite come out to work on it but, CRBR had problems with Vivint and wouldn't do anymore work. Seance then, Viviint hasn't had anyone else come out to fix anything, or fix it themselves. There has been no use of the Master bedroom, the ceiling, walls floor are all effected and all of the furniture is piled up in the living room because vivint would not order a container to store the furniture in. Mean while, mold has set in the damaged areas which now include the master bathroom. All floors have wood panels throughout the house and it is damaged. Now we are paying the full PG&E price for the electric, and Vivint still wants their monthly payment, but won't get the roof fixed. There are two small children and to adults living in a house with wet and mold and Vivint still has not contacted us about fixing this problem. Calling them is a continuous run around. It is now 7-20-17, 7 months of no solar, paying PG&E, paying Vivint, ( for what?) We have been getting nothing from them, but we still pay..... I hate ( lawyers ) , but there are times when you have no choice but to call in the ( scavengers ) . In this case, I don't think a good lawyer is needed, but maybe a crooked, and greedy one may work in this case.....I think 7 months is plenty of time to get things done, all without use of your master bedroom, bathroom, and the growing of mold getting worse by the day.

Panel Removal for Roof Maintenance

In April 2017 a severe thunderstorm came through a large area that included damage to so many homes that the homeowners property insurance company declared the area a "Catastrophe" As a VIVINT customer, I notified the company that my home required a new roof and I could not schedule that work until they could send someone out to remove my system. They informed me that I would first have to pay $500 before I could be scheduled for the panel removal and that the only way I could pay it was via a link they would send me by email. It took almost 3 weeks for me to get the email and I made the payment immediately on June 21, 2017. However I was told that VIVINT had up to 30 days to carry out the request for panel removal. I called again for an update on July 14, 2017 only to be told that I would have to wait until July 25, 2017 JUST TO BE PUT ON THE SCHEDULE! As it stands now, I may not be able to get my roof replaced until sometime around the Aug/Sep timeframe! In the meantime every storm that comes through adds additional damage, as well as puts water in my master bedroom! I asked if I could call the contractor that VIVINT uses for this work and was told by the CSM that they are not allowed to give out that information; customers can only call VIVINT regarding this issue. That is poor customer service by any definition. I was also told that I could make my own arrangements for panel removal/replacement, but VIVINT would not be responsible for any issues, leaks, or other damages that could result. I was also told that they would not be responsible for the additional damage caused by nature even though I cannot fix my roof because they don't have the resources to do what needs to be done. That is unacceptable! VIVINT holds all of the cards in this situation! My homeowners insurance has already issued money and approved the replacement, but they are not going to keep allowing me to update the claim because of damage that results from another company's ineptitude! I am not the least bit happy about this situation and have officially started looking at options to hold them accountable. They have been a pretty good company up to this point, but I would not recommend them to anyone knowing that this is the kind of nightmare you could expect when dealing with a situation like this! Had I known this could happen, I would have never sighed on with them. This madness is not worth saving a few dollars on a power bill!

BEWARE - These people are a bunch of clueless idiots

I installed Vivint 2 years ago. Just got my true bill from PG&E. It was for $1600. Turns out these fools at Vivint were not monitoring my system which was producing nothing from June last year till June this year. This is after changing my inverter once. Best part is they have been charging my credit card monthly. What a bunch of thieves. Customer service is absolutely HORRENDOUS. These guys need to be shut down.

Do not recommend

Vivint installed our solar panels six months ago. Since that time our inverter has melted two times. Both times we noticed the fault light, called to report it and were given appointment times one month out. Each time the tech would show up. Say the part was bad and disappear. We would have to follow up w Vivint to ask for a status only to be told the next appt would be another two to three weeks. In the meantime we are being billed but not producing electricity. The customer service reps do not understand customer service and the manager will not provide us with a customer advocacy hotline. I encourage you to stay away from this company. Their customer service and repair times are he worst

UTI

People are dishonest they don't give right information don't go with solar especially these crooks

Buyer beware

If you have any idea that you may be selling your house within the 20 year Vivint contract period, do not sign the contract. Our sales person, Brett Goldstein, told us it would cost $499 to have the panels removed if the buyers didn't want the contract transferred. Not true! It's going to cost us approximately $20,000 to cancel the contract now that we're selling our house and the new buyers do not want the solar panels. Check out #12 Assignment and Transfer in the contract which is the section that Vivint will refer you to while apologizing for the "misunderstanding". If we had a full roof of panels installed rather than a half, the cost to us to cancel the contract would've been about $40,0000!!! We told our salesperson very specifically that we planned on selling our house within 5 years. Now we're paying the price for Vivint's representative's lies. Do not sign a Vivant contract!!!

Disappointed

First of all, the savings that you get are not really worth a 20 year commitment. It could be worth the commitment if the customer service was really good and what they promised was what was delivered. Dealing with Vivant has been extremely frustrating. I have submitted requests for help with billing, questions about the account several times and they never, I repeat, NEVER have gotten back to me. I have called during business hours and no one picks up. I finally reached someone on the phone and they had no idea how to answer my question. Also, I was told I was able to view my solar production daily and that I could track it daily for the week, month, and year. The sales rep showed me what I would be able to see when I was up and running on my own account. FALSE!!! Us as customers do not have access to that information. It looked completely different. We only can see todays production and the last 7 days all lumped together. The old bait and switch. Only sales reps get to see detailed production. Then I finally got up my system up and running and after only 12 days the online account doesn't work anymore except to pay my bill of course. I no longer can see any of my usage!!! So I have no way of knowing what I'm producing, but of course they are still billing me. They told me I need to have a tech come out and recconnect the system. The first available appointment was 6 weeks away from when I first called. I scheduled an appointment on June 15, 2017, which is today. I took off work. 2 hours go by and still no one showed. Not a big deal; they give you a 3 hour window. So I decided to call to make sure they are still coming. Guess what? Not coming. There was a scheduling conflict and they moved my appt to the end of July! They didn't even have the decency to call and let me know so I could go to work. So now not only is my problem not fixed but they are costing me time and money! I am so disappointed in my choice to go with Vivint.

1 year of horrible service

I had the panels installed February of 2016. Been one problem after another. I had to activate the lever on July 4th weekend because the sales rep and site workers never showed up on 3 different occasions. Then vivint tried to be me for the month of June when the activation hadn't been complete. This billing error took until November to rectify. Vivints answer was it takes 4 to 6 weeks to fix billing errors. It took 4 months. The worst part is every month I get bills and I am really not saving money. As promised by the sales rep 20-40% savings every month. I may have seen a 5% savings some months and a few months I am not saving anything. In fact my bill was larger one month than usual. After calling all they said was my system was working fine and I was saving money. I told them why was my bill not yielding 20-40% savings every month. They told me the sales team shouldn't have promised that and there was no guarantee of any savings per my contract. They said I should have read it. They also said nothing they could do because I signed on for 20 years. Right now I have the attorney general's office of NJ involved. My word of advice to anyone do not use Vivint. They are awful from sales, support, and customer relations. I have wasted dozens of phones calls and multiple hours of my life to not save money.

Inaccurate information about financing regarding solar panels

Be careful about what the salespeople tell you if you finance your solar panels. If the sales person tells you nothing will be filed against your property, think again. I just checked my property and Mosiac has filed a lien "that attatches to the panels." The panels are on my fricking roof. Well, can't refinance. I was guaranteed by Salesman, Cooper Nielson, there would be no lien filed on my property. I used to deal with properties, so I specifically asked. I was told no lien would be filed unless I defaulted on my loan. I was also told that in order to avoid a lien I would have to have direct debit, so I agreed. I have been lied to all the way around. I unfortunately, listened to Cooper Nielson. Now I am screwed. If Vivant employes people like this, I would be leary of the company. I am now. Too late. I was under the impression the Vivant Salesman was a representative of the financing company. I have no idea about the quality of products, I did have an issue with installation. The salesman referred me to customer service, no assistance and have no idea whjat system was installed. I can look. Just mad about the lien on my property. Was totally lied to.

Love the idea but didnt like the company

horrible customer service that was disjointed at times. People came to install my panels and I had no idea they were coming. I hope the system works because I fear what will happen if it ever breaks down.

This is a rinky-dink company with NO customer service

The sales and install people are excellent. Unfortunately, once you're signed on and installed, they've got you over a barrel and will do ABSOLUTELY NOTHING to work with you to resolve disputes. Their billing office doesn't talk to the sales people, so they will charge whatever they want and ignore the legal documents that were signed. Avoid this company at all cost, it's a big scam and there's nothing you can do after you've signed the paperwork. And when they call to harass you (and they will, over and over and over again...), they block their caller ID. They're ashamed to admit to who they are. I would have rated this a zero stars if I could, but the system requires me to give them at least one.

No savings No service

I have not seen any savings and now between pseg and vivint my bills have doubled. My system keeps going offline so they round up my bills without explanation. They're the worst.