Sunrun Inc.

Terrible terrible customer support.

We were told in early March 2016 that the entire process would be complete in a couple of months and the savings would be awesome. Well, let me tell you, the panels were installed in April and upgrade on our electrical panel 7 days later...then nothing! We have called and called, been put on hold, told we would receive a return call, no return call. Finally got ahold of Colby October 10 and were told that they had to submit an adendum to the original permit and that was submitted August 9...i asked why no one communicated that to us. He apologized, said he would csll our locsl office then he sais we would receive an email, cause that's the best way to communicate with our customer support manager, we'll, no email. Nothing...yesterday a gentleman showed up, said he had to change a couple of breakers, I asked why we were not told this..he was extremely rude. I immediately called Colby and guess what..hot his voice-mail again. It has been six months and panels are not hooked up and no communication. If I could, I'd tell them to come remove these panels and repair my roof. Stay way from Vivint!!

look out - beware

I can only comment about conversations with the local Vivint rep in Bucks County, PA. Rep stopped at house. he explained the basic idea of how they worked...very basic...not too much detail. I scheduled a home review by their people to see if my house would qualify because of construction and location. I then researched and read many reviews. I emailed back and canceled based on all the bad reviews. I ran into the rep on my block a few days later. He asked why I canceled and I told him about the bad reviews. he had a quick answer. I decided to give then another try. Rep had previously taken a picture of my electric bill to take for the office. I assumed this would only be seen by Vivint staff. I talked to a neighbor a few days later. My neighbor told me that the rep stopped at his house and showed my neighbor a copy of my electric bill....What..this is my private document. I canceled my next step and I suggest you run if Vivint comes calling

Bill incorrectly & bad customer service

We bought new house. The previous owner had vivint solar. First, I sent transfer documents to vivint and called to confirm transfer successfully this June . After one month, we didn't receive any bill. So I asked the problem. Then they said they have technical issue so don't know whether transfer successfully! What?! And even my house didn't correct their server. I made appointment to fix service communication. One month after technical support, still didn't receive bill. I called, they said still have technical issue in their site, can't generate new bill number. What?! Okay..... BUT! Today I receive the urgent bill with the name of previous owner! And ask us to pay since June when we moved into the new house! Ridiculous!

AVOID if you can.....

Please....please read the fine prints on your contract agreement before signing it. We got our solar panel last Sept 2015. The sales rep was a referral from a friend and of course we were excited about saving on our electric bill. Everything was fine we were saving 50% compare from our bill the previous year. Not until I applied for HELOC and found out from the credit union that they cannot move forward with our application due to Vivint solar had already put a lien on our home. I was told unless we use the loan to pay off Vivint then maybe we can get approved. UNBELIEVABLE! Really Vivint? A Lien? Now we have no choice but to deal with it for 20 years. And paying off Vivint is like giving away your savings. Just be careful, you don't want to be the next victim......

bad sales practices, buyer beware

Do not use vivint solar unless you want to be lied to and then when caught in a lie be lied to you again. if you do hold out for all incentives. that will tell you there are no incentives so when you sign and turn over referrals and you referrals wait it out because they don't sing right away your referrals are then offered a $1000.00 to sign. I have 2 people that this business practice falls under, AFTER repeated discussions with our sales rep and we were told that vivint does no incentives what so ever. if they lie this bad before they are even up and running I cant imagine my bills ever going down I wonder if that's true too. HOLD OUT THEY WILL OFFER YOU MONEY.

Worst Customer Service Ever!!

I'm having issues with a new meter being installed, and they are treating me like I'm an idiot. The power company won't switch the meter because the ground wire for solar is hooked into their meter. Okay no problem, I'll call Vivint and have them switch it. I called, and called, and called.....you get the idea! Wish I never did it!!! Use another company!!!!!!!!!!!!!!!!!!!!!!

This company is a FAIL FAIL FAIL

My wife and i took over my mother in laws house after a life event and she has Vivint solar. What a joke, if i was Edison i would dismantle them asap. Within first 3 months of taking iver our PGE tru up tripled, after looking at usage we found that an outlet they had installed during upgrade had failed....over 40 days prior and they never noticed! I called and the very nice lady said it would just he "easier" if we just paid and didnt make waves...needless to say i was not happy. But long story short we went with it and lo and behold the transmitter failed again and again no notice from vivint....i called this time i had a supervisor come out and i told him point blank that was strike 2... strike three when the "upgrade" failed inspection and has been sitting idle for 3 months now, with no information on the "go-live" date. So my wife froze all transactions and mailed them a registered letter that in accordance with THEIR contract they had violated their terms of service under "Seller default". Now we are in limbo as they wont talk to us and we cannot view our usage. The tru up to this point is over 800.00 and counting and no respinse form vivint.

Our home sales person was nice, but pleasant ended there!

A lot of houses in our neighborhood were getting Vivint Solar after speaking with one neighbor who had a lot of issues in depth we decided to hear the pitch! Process started 10-01-2015.Started hearing from the company in December about the install were warned they weren't great with communication that was an understatement! Started getting e-mails from a gal then a guy telling us when they would show the days would come and go I would call oh they left or got fired! When they finally did do the install when done it looked like CRAP! It was explained they went to an easier install which this is how it now looks. Our neighbors were asking why do the others in the neighborhood look so uniform and yours a mess! They have said they were gonna fix since the install in late April kept setting up then cancelling on us! Keep in mind this system is not operational yet.Today the guys showed up unannounced and where very rude and gave me attitude so we told them to take a hike! This company has wasted so much of our time and the sales person told us Vivint truly doesn't care about their customers any more! Nothing could be further from the truth! As result of our experience today we asked them to take off our roof and we will have roof repaired at their cost then go elsewhere! Haven't got a reply yet, but are willing to take them to court because the install isn't what they promised! Also if they can't be custom service efficient in the install process home can I can I be confident if there is an issue after the install!

Buyer beware

Everything was great up until the time the installation was completed. That's when the problems started. Had a problem that needed to be looked at after the installation, waited three weeks for a technician to come out and take a look at it and it was a simple fix I could've done myself. Then I got my first bill I thought it was rather high. I have now had four bills and all of them are higher than they would've been if I had of stayed with So Ca Edison. Customer service is terrible unless you have hours to spend waiting on the phone to speak to someone.

Beware! Not what it's cracked up to be!

We got our solar panels in November of 2015 and we were pretty excited to save some money. They didn't start working until March and we liked that we were only spending 85$ a month on power. That is until summer came and we started paying the power company also. When we averaged it out we were paying about the same as we were paying before we got solar. And then came the slap in the face. We needed to put our house up for sale, thinking the Solar could be a nice selling point. However, we soon found out it was the worst choice we EVER made. Nobody wanted to take over the lease, there was a lien on our house and when we finally ended up selling our home we had to decrease it by $10,000 and provide many concessions before the buyers were happy. We probably lost around $15,000 all together. Our sales person was very nice and gave us some good information (all the benefits), but he did not provide us with the risky information. He sounded like selling our home with the solar panels would be a breeze. Not so. At. All. We should have read the fine print better for sure. Vivint was also not helpful during the transfer process, although after several phone calls and using all of my cell phone minutes, they came through in the end. I am not convinced this is over since I still got a bill from them last month. We will see.

THE WORST Customer Service you can imagine - product is fine

Sales rep and install were fine. The horror starts when you have to contact them for any reason. I call and sit on hold forever, when I do finally get to talk to an actual person and set up a service call (3 hours window, a week from my call date) the person DIDN'T EVEN SHOW UP! Are you kidding me?! I even called when it was close to the arrival window end time and they said the rep was in traffic, on his way and would be there soon. So, silly me, I waited another hour and a half... HE DID NOT CALL AND DID NOT SHOW. Pathetic. I called the next day and said what's up - why did your rep blow us off... they said, yes I see he couldn't make it, let's reschedule, I said tisk tisk, fool me once.... cancelled the same day. NEVER AGAIN VIVENT!

Disorganized, uknowledgeable, and not helpful.

I have had Vivint solar activated for just over a month now and have not had one good experience with customer service departments. Before installing anything, I was reassured everything would be taken care of to keep my homeowners association happy which mainly included painting conduits on the side of the house. After being told everything would be taken care of and having the system installed for three months now, they still haven't been painted. I have called multiple times and spoken with multiple departments including department supervisors. Every department says that's the their department job and nothing gets done. I have talked with my "case manager" many times as well who listens to what I have to say and says he will figure out a solution to it and get back to me which of course doesn't happen. I have finally gotten my first bill from my electric company for 1 full month with solar and was not pleased. I was told it would be a substantial amount lower which I compared to last year and the decreased amount was by $76. That's not substantial when I'm also paying $40 a month to have solar equipment. I called today and again was transferred to 3 departments saying that it wasn't their department. When I finally got to one they said I would have to wait a full year to be able to look into the amounts I was saving, which makes no sense if they were able to quote me what they thought I could save. After getting the run around I asked to speak to the supervisor. The representative said her supervisor would tell me the same thing and doesn't speak with customers. I was then told to just try calling back later. For the hassel of attempting to get anything situated with Vivint Solar, I would recommend going with any other company in Arizona. I would gladly change this review if I could speak to someone who can actually get something done like I was told or have the answers of what I can or need to do to get them done.

Do NOT use Vivint Solar- biggest headache of my life!!!

This is the worst company I have ever had the displeasure of working with. Their rep that signed us up was great, provided tons of info and assured us we would have 99%-102% production from solar (leaving us with a minimal electric bill) and that the company would alert us if at any time there was a problem with our panels- well, that was a lie!!! My panels were installed onto my brand new roof in Nov 2015- it took months before my system was approved to be turned on. Finally in March we turned it on. We received our first bill in April for $104. Too bad our electric bill didn't go down AT ALL!!! Same thing happened in May. At this point I was advised by Vivint it was likely a problem with the electric company meter. The electric company sent someone out- nope meter was fine. Solar was not producing. In June I called to Vivint again. The girl I spoke with couldn't be bothered to help and told me I would have to call back to make an appointment with a technician to come out. So I did, this time the girl I spoke with tried to trouble shoot the system- I did all she told me to on the exterior panel- no good. Then she sent me inside to check the "gateway" on my router. But guess what, they never installed one. She said the system should still work without it. She said she would follow up and get back to me. I called again and was finally given an appointment for 7/19 with a tech. The tech came and said it was the gateway that was the problem- without it the system won't work. He said this happens all the time and that the reps in Fleet don't know what they're talking about. Finally on 7/19/16, my system was working- but I had paid over $100 each month for April, May and June when I had no production. (And no, they never informed me, or even realized my system wasn't working until I called!) When I called to enquirer as to why, is was informed it was based on an ESTIMATED usage!!! The rep then emailed me a screen shot showing I had no usage up until 7/19/16- she then transferred me to Fleet Performance department again. I spoke with a girl there who reassured me they would put in a compensation request, which would take up to 3 weeks because they only have 1 person who processes them for the entire company!!! She said my next bill would only reflect my actual usage for the last 12 days of July. Imagine my outrage when I got a bill for $112- same approx amount as every month (plus I'm paying the electric co each month too)!!!! Today I got a call telling me my credit request was approved for $318- but I paid $500 to the company. So I called again- and finally spoke with a member of what they call the Workout Team- who couldn't understand the credit either and advised my bill for July should have only been $63!!! Now I have to wait for him to hear back from the ONE person who processes credits for an answer as to why the discrepancy. And the saga continues! So LONG story short- terrible company! No one is properly trained, they have departments of only 5 people, they pass the buck between billing and Fleet for compensation and you will wait on hold for a min of 20 min to speak to anyone!!!! I need to find a way to get these things off my house. Do NOT make the same mistake I did- just say NO to Vivint!!!!

Worst Company Ever!!!!

Vivent Solar lies, misleads, and then tries to hold you to a contract that they aren't keeping up with. I am paying more then before the panels were on. Their customer service doesn't help at all and when they make appointments they don't show up. Horrible company. Will be reporting them.

Worst company ever!!!!!!!!!!!!!!!!!!!!!!!!!!!!

We had the the solar panel put on in around April. In July our power went out I called the electric company and they sent someone out right away, turns out that it's the solar panels. I called on Monday and of course had to leave a message, when someone called back they said they would send someone out either Tuesday or Wednesday. On Tuesday at 2 pm I received a call saying they were on there way and that they were coming from Trenton New Jersey. Now it is Friday morning at 12:56 am and still no one has shown up. Our electric keeps going out and EVERY day at least 10 times we have to go outside and flip the switch to turn the power back on.i would NEVER recommend this place and if they knock on your door trying to sell this to you SLAM your door in there face.

Nothing but problems

Had my solar panels installed end of February. Don't think they have actually worked because I haven't seen any savings but I am paying them $60+ every month. They have came out 2-3 times in April to add this part and that part. May they came out 5 times, still not working but they say it is. June they came out 4 times, still not working. August 5th, I get a bill for $548 from my electric company (last year at the same tome it was only around $300). I call Customer Service and after talking to 3 different people & being on hold for 2 hours, I'm sent to the wrong department.... I got on line & the lady shows me where my panels are not working & haven't been working... The part of the electric bill where my salesman said I would see a savings, actually went way up. Any to top it all off, the contract is for 20 years! And if I try to sell my house, the new owners MUST continue the contract. Read that fine print people before you sign anything! I would have been really embarrassed it any of my friends and family would have gotten with Vivint. They would be in the same situation... nothing but a headache, paying Vinint for panels on my roof and paying more for electric.

DO NOT USE VIVINT

I had my solar panels installed over two years ago when they were installed the installers which was Fleet performance they kept missing the beams on my carport causing holes in my roof and leakage finally after 2 months and inspector came out and they reviewed it and found out it was their fault and they paid to get my roof done now I am trying to get an overhang over my deck and I needed Fleet performance to remove only three panels out of 52 they gave me a quote of $499 I called them and said that was an outrage because you want $499 to take off 52 panels now after one month they were supposed to review it and get me a lesser price I was supposed to start construction yesterday and today they get back to me with a price after 15 hours of phone calls all documented they came up with a bargain price of $499 I called them back said it was an outrage why would you charge me $499 to take with only three panels for one week's time they told me they review it every Wednesday and mine came up for review and this is what they came up with so to do this I have to pay them $499 or cancel my construction fee. I think I'm going to cancel my Construction but not without writing a review on every review site that I can have help or their customer service is and how unfair their pricing is.....update vivint agreed on a [lol] bargain price of 250 to take 3 panels off the house, guy comes and takes panels off the house, and tells me he was told to check why 17 out of 57 panels were not working, I asked how long weren't they working? He said don't know could be months, a fuse blew!!! Buthe I shut my panels off 1 day and vivint called me within the hour!! What is wrong with these people?

do not use Vivint!

Still being billed after selling my home months ago. Almost lost the sale because they would not provide a transfer agreement to escrow. Hold times for support go into the hour or more. Took over six months to get activiated and installed. Possible the worst company I have ever dealt with.

Poor post-sale customer service, & transfer process is a mess

Vivint was great when they were pitching the sale. After that it was downhill. I read many of the negative reviews and had the same experience. I wanted to add that the Transfer Process to a new owner is very bad. I sold my house in May in Hawaii, and moved to Texas. I have continued to receive bills and it is August despite me and the new owner constantly e-mailing and calling their customer service (4 calls, with average wait times in excess of 20min no matter what time of day I call). I have sent messages on their secure site and have 2 "pending" messages (meaning I am waiting for a reply) in reference to this issue since 7/11/2016. I went with Vivint over Solar City simply because I was assured a quick and easy transfer process since I knew I was going to sell the house eventually. This was a mistake.

no customer service

Solar system was up and running in early Dec. 2015. This June we decided to replace our siding. We wanted the inverter box removed. Vivint said only they could do it. So, after several weeks and many hours on the phone (mostly waiting on hold) we got someone to come remove the box. Now we're trying to have it reinstalled. Trying for a week so far and can't get any appointment to do it. Again spending many hours on hold. No way to run a business.

Customer service so bad they won't give out their names. Lied.

If I could, I would leave them a negative number of stars for review. In a nutshell: THEIR SERVICE IS SO BAD THEY REFUSE TO GIVE OUT THE FULL NAMES OF THEIR CUSTOMER SERVICE REPRESENTATIVES OR THE SUPERVISORS IN CHARGE. They will bend over backwards to get you to sign with them but once you do, good luck. Every time you call customer service, it's at least an hour (only a few seconds to get to the salesperson trying to sell you their BS though). They flat out lie about taking care of your roof. The savings they promise are not nearly as good as what they claim. Their contract also comes with an ARBITRATION CLAUSE like most companies do nowadays so be aware. Long story: We got their solar panels about a year or so ago since we wanted to have some energy savings and did not want the hassle of installing solar panels that we own. No hassle and supposedly a significant energy savings, right? Well, the energy savings has been less than what was promised but at least having the panels has not been a headache... Or so we thought. Let me just say that when the pitched their services, they made it seem like any and all issues that might arise from having the panels installed would be covered and fixed by them and any damage to our roof would be taken care of by them no problem. Total crock of lies and false advertising. They have the worst customer service. It's so bad they won't even give out the names of the people we spoke with or their supervisors. I have NEVER encountered a company that was that blatant about not owning up to their problems. We called them several weeks ago because we noticed that pigeons were roosting under one of the panels they installed. They sent a technician to look at it finally. He climbed our roof and took pictures and said "I'll show this to my boss and they should contact you about what they are going to do about it." Of course, here we are thinking that they would honor their part of the contract which states that they will take care of any problem that arises from their solar panel including the protection of the integrity of our roof. So we wait to hear from them and a week goes by, another week goes by so we finally called them to find out what they were going to do about the problem. After claiming that their company does not fix the problem and me insisting on talking to the supervisor that the guy they sent out to look at our roof supposedly showed the pictures to, I get to this guy named Fosita from "sweeps (sp?) assistance" who looked into it and said their mysterious supervisor never got the pictures. This after over a month of waiting for their response. He promises to send an email to his supervisor and that we would hear from them in 24 hours. A week goes by. We call again and after being placed on hold for nearly an hour, another guy, Brad, profusely apologizes and says it will get taken care of and makes it seem like they will actually take care of the problem and that they will e-mail us paper work for us to sign. We get it a few days later and the e-mail contains a quote for $800 from a pest control company. Nowhere on it does it say that Vivint will actually pay for it like they made it sound like they would on the phone. So we called again. Got the run around claiming it would have to go through their mysterious supervisor and that we would get a call back. No call. We call again a week later and basically after all this time and runaround, if we want to have anything done about the pigeon problem on our roof, we would have to pay for it ourselves. So whatever you do, don't sign up with them. They not only won't own up to all the things they claim they will do, they aren't even brave enough to put their names out there and claim ownership of their decisions.

Great Idea but they don't deliver or care too.

I signed up with Vivint Solar in September 2015 with high hopes. The system was installed in December 2015. It was turned on in May 2016. It did not work but I still had to pay the bill. I reported the problem on May 9th 2016 but Vivint Solar showed no real interest in addressing the issue, despite repeated civil requests and reminders, until I sent them a legal notice of dispute via certified mail and demanded the panels be removed. It is August 1st 2016 and I have been assured that they will be turned on tomorrow. I've heard that same thing every couple of weeks for months. We shall see. Because of their Lease Agreement, I am forced to retain an adversarial relationship with this poorly managed company for 20 years. That is a life sentence. If you are one of the unfortunate soles that was duped into this scam, I'm sorry. Be sure to read the contract and send a "notice of dispute" with each and every complaint and hire an attorney. Good luck.

Very unhappy - Not what was told to get us to do it

We have had Vivint for a few years now. The sign up was a breeze, then the process took on a whole new ugly monster. Install was a nightmare, it took forever to finish up, details were not done. Matching painting which was promised took MANY MANY calls on our part to just get someone out here. The sales rep had scheduled times for the painting, no one showed up. was disappointing. The amount of money we paid was a little less than the normal Southern California Edison bill every month. And we did still get a bill from Edison for a few dollars. So, installation pain behind us, we thought, ok. We are saving a few bucks a month. Not much but ok. Then the end of the year came around. We receive a bill from Southern California Edison for over $1000.00!!! This is for the lack of use in their electricity. This was never discussed with us by our Vivint Sales Rep. Not even mentioned! We get one every year by the way. The sales rep Oversold us - we shared with him that we would be doing a remodel within the next year and we inquired how that would work because the roofing would be replaced. Should we wait until after? He said no reason to wait, he stated that there would be a $500.00 charge to remove it and they would just put it back on. So we asked a little further, and said what if we don't want it anymore or we sell it? What happens? He said it would just be the $500.00 charge to remove it. And that the value of the solar would increase the value of the house. We have just today discovered that it doesn't increase the value because we technically "lease" it. In addition, they actually put a lien on the house for the value of it. A Lien???? Anyway, in 2015 we started our remodel. We were putting on the new roof like we talked with the sales rep about. Low and behold - they would not come remove the solar panels that are on over 50% of our home for the $500.00 as indicated in the set up. That's not even the worse of it. We said well then just come remove them, we don't want them, they don't save us any money after all. They said we would have to buy them out right for over $30k. Then we could do whatever we wanted to with them. So not only are they costing us "more" money than just having regular electricity. (Go figure - have solar, pay more for electricity) The Vivint company has put a lien on our home. They wont come remove the panels. They want us to buy them. They are basically using our property to gather electricity to sell and earn money from it. So they are making profits from our home... How is this ok??? How is this legal????? DONT USE VIVINT SOLAR!!!!!

Solar company

The installations was great got installed in April and they still don't have my solar power on They said it takes 3-6 months they are the worst wouldn't refer them to anybody I have missed the whole summer when I use the most electricity they try get on your roof so no one is

Lack of reliability and responsibility

Solar panels were installed less than one year ago, my first winter, we discovered leaks caused by the installation of painels and other problems. It has more than 6 months and they did not resolve and is trying to avoid responsibility. Is solar a great thing? Yes. But check the reviews of the companies that will perform the work. You are saving a hassle and long time of battleing.