Sunrun Inc.

Misleading communication

I am disappointed in how I have been treated since I bought the solar panels. I bought the panels and was “recommended“ to use a buyback plan to “best” take advantage of using solar panels for my house. Instead, I find out that I HAD to switch to a buyback plan after receiving a bill from reliant with no credits for my solar panel usage. Also I was told by the salesman that he would reimburse me for the cancellation fee for switching to an electric plan he recommended. However, once I asked him how to get the reimbursement, he said that Vivint doesn’t reimburse customers for switching plans anymore. I also didn’t receive my close out packet until I finally called for it 2 weeks later. The service since receiving my solar panels has been atrocious.

Misleading and not worth it

I started my solar journey in May/June of '22. Our solar was just installed in Feb of '23. This has been a grueling progress. I'm still unsure if the fault lies at the feet of my city or with Vivint's team. In the beginning we were sold on the idea of not relying on the grid, in an event of a power loss we would have the battery to power our house overnight and during the day the panels would produce what we needed. We live in FL so our PRIMARY purchase decision was based on the fact of having A/C in the event of a grid outage. We were told some stuff about being locked into some deal with the city electric for 15-25 years for getting some sort of better rates and other things that have proven untrue. After SEVERAL months of conflicting information and getting closer to buyers remorse came the install date. Freedom Forever nailed it, they were on time, super polite and did a great job installing everything. FF's electricians informed me that my AC, Stove and Water Heater were not on my battery that I purchased. Upon learning more from that electrician I found that I would need a second battery to operate the AC during an outage. This is the literal reason we decided to go solar, and upon more conversations I found that in the event of a grid outage, the solar would ONLY power things linked to the battery even during the day. So not only were we sold on the fact we would have A/C in an outage, we were sold on the fact that we wouldn't need to rely on the grid unless we over used our panels/battery. This turns out to be completely false. In the event of an outage ONLY breakers linked to the battery will be useable AND the panels can't power non-battery linked devices during day light if grid is down. The sales rep claims "Your power will work, the main thing that I always tell people does not work on a battery is the air conditioning, so that’s something I would have gone over with you regardles of whether it’s on a separate breaker not, typically batteries are not going to power an air conditioner as they draw way too much power, it keeps the important things on like your lights, Wi-Fi, fridge, etc." I know this is not true as we would have full stop not made the solar purchase if we knew there would be no A/C in an outage. Living in FL that completely defeats the entire purpose of solar for us. I reached out to Vivint regarding this and they pushed me off to Freedom Forever in regards to essentially being lied to and not being given the items needed that we were sold on. Freedom tried to be helpful however there is nothing they can do as they are just the installer and they agreed Vivint needs to supply us a 2nd battery and FF will gladly work to have it added onto our system. Freedom told me to contact the Regional Sales Manager regarding this lack of transparency and poor sales tactics and we are going on 3 weeks of no answers or call backs from this Vivint associate. The most devastating aspect of this whole scenario is that we've had Vivint Security for over 6 years now and they have always been good to us, anytime we have any device issues they are very helpful and great to work with. When we found out Vivint offered Solar my wife was excited stating that she TRUSTS Vivint to not rip us off like you hear so often about solar companies taking peoples rebates and then filing bankruptcy to get out of warranties. So we were very glad to be going through Vivint and after this near year of issues and the end product not even what we signed up for leaves a very bad taste about Vivint in our mouths. I have stopped recommending friends and colleagues to Vivint Security as well due to this entire issue. I do not recommend Vivint Solar to anyone and for anyone looking to Solar companies, get what you are expecting in writing and read EVERYTHING they give you prior to signing. Vivint makes you sign a form that essentially claims you are buying solar because it is what you want and NOT based on what the sales rep is telling you what you will gain. Had I noticed that in the beginning I would have walked away. Very shady tactics and willing to withhold information for the sake of a sale. Vivint is not the company I thought they were.

Worst customer service and sales rep I glad I pulled out of it

Lissa, Everson

I have been trying to get a hold of this lady. My system was paid off three weeks ago, but they still took my payment that was not do and cannot seem to get them to return my call or give me my money back this company doesn’t know what the heck they’re doing and I would never buy the system again. Be very careful of what the salesman tells you because they lie through their teeth and that’s why they have so many lawsuits against them. Think twice before you get this company to put on solar.

After you sign your lease, they don't give a shit about you

The contractor licensed to sell solar to me for Sunrun made untrue promises, as a result, I have a system that only produces 1/3 of my actual usage. This equates to the system only saving me enough money to pay for the lease. When I reached out to Sunrun in regards to the under generation, I initially received what equated to a brush off. An email informing me that my system was generating what it was supposed to generate, and that it was similar to other homes in my area. When I pushed a little more firmly on the subject, I had two different company specialists inform me that Sunrun, supposedly, no longer services my area. However, other salespeople in my area still go through Sunrun for new lease agreements. They've made it quite clear that they don't care how their salespeople acquire new leases for them, or how misleading the sales were, so long as they get their money.

Great company

Did what they said they would. Great experience so far

Stay away from Sunrun

If you want higher electric bills, then go with Sunrun. My annual costs for the past two years have been higher after installing solar with Sunrun. This is a sham

SunRun review

Ok here goes, I’m about 4 months in with solar not sure yet how the rest of my experience will go but here’s my issue. So Ken a Sunrun solar rep that I was out in contact with out of the Costco in San Bernardino I believe it was contacted me. He was very informative and it seemed like he was honest and direct. He even said he had worked for Tesla but came to Sunrun because it was better. Ok somewhere in our convo he stated during my tax time I would get a credit of about 11,000 to apply towards the loan and bring it down. He even told me the difference in price if I applied the whole credit or if I would keep if and use it for something else in my home. Well tax time came around and it was a no refundable credit which means it stays in your taxes in case you owe during the year but they never give you the money upfront to apply to your loan. Pretty much I was lied too. But you know what got me fuming is I texted him I told him exactly what he said and exactly what my tax guy told me and he completely washed his hands from it!!!!! Like he never said it. I will never understand some sales people it’s so misleading and I don’t want them to lie to anyone else. Please look for a honest company that can back up what they say. Oh and as of today I have not received any Costco card as promised yeah I won’t hold my breath!!!! Shop around! Honesty is EVERYTHING!

find another way to get solar energy

Our electric bill remains high and now we pay Sunrun $100+ a month. My wife really wanted solar power. Sunrun is not the way to go.

Worst experience of my life

I decided to go with solar over a year ago, started the process with Sunrun and all it has been is headaches. My solar is still not operational. If I had to do it all over again this would be the last company I would use.

Waited for inverter part for 6 months, still not working

In October I noticed my system was inoperable and no power to system, soon after technician came out and said I needed new inverter. After dealing with multiple case managers that were absolutely useless I finally filed a complaint with BBB because it took 6 months to get this part. The part finally came in march and my system worked for about 2 weeks, now again there is no power to the system. I am shocked this company is still in business, they are absolutely horrible.

Salesman gave wrong information & can't do anything about it

DO NOT SIGN UP FOR SUNRUN. I was given wrong information my my salesperson and if I had the information I have now, I would never have signed up. I filed a Misinformation By Sales Representative form A MONTH AGO and was told I would have a response in 5-7 business days. On the 8th day I reached out to the case manager just to find out my case was given to a new case manager which again was 5-7 business day response. Guess what, no response yet! I own a 3 family with 4 meters and my salesperson said the solar would cover the entire property and it absolutely does not, so I'm paying more money than I was before having solar installed. Better yet, and this is my favorite, Sunrun sent a document for one of my tenants to sign when they're not the property owner or account owner, and if I was given the document I would have stopped pursuing Sunrun as a whole as it proved the solar would not be applied to the whole property. How could a "reputable" company 1 give false information, 2 send a document to someone that's not the property owner, 3 follow through with the installation, and 4 take over a month to get in contact with me? I want these panels OFF my property immediately.

Failed promises

So the old adage of "get it in writing" holds true. I had called Sunrun to ask for some information because I needed it for taxes. As I'm re-reading some of the documents, I come across the roof warranty, and surprise, it only cover the roof if something happens to it from work done by then. When I first spoke with the sale's person last year I was looking to see if they had bundles as other companies had offered different types. I knew that my roof would need to be replaced in a couple of years. He had stated that he would have one of their inspectors look at it and he would get back to me. He later came back and he stated that my roof was good and it would be covered under their warranty. If anything started to break, then just call the. So fast forward to yesterday, Lo and behold, not covered. I then start asking questions to the customer service representative about the potential to adjust my system because I wanted to add a battery wall. Bless the man, because I'm sure he didn't want to tell me but he did. He told me that me system was not set up for that at the moment and that Sunrun was researching on how to provide that type of expansion in the future. Again, when I talked to the sales representative last year, I had asked for modularity and the ability to expand, because I wanted to see about a battery wall and purchasing an electric vehicle in the future. He actively discouraged me from the battery wall and told me that I could attach a gas generator to the panel in case of emergency and it would be better. So, back to yesterday and even bigger surprise, no modularity or expansion capability. So, I bought the system in April 2022. Installed in July. Fast forward to April 2023. My roof needs repair, it's not covered under warranty. Sunrun can remove and later reinstall those panels for $127 per panel (I have 26). On top of that, I asked for modularity and expansion capability and Sunrun gave me none of what I asked. So the only reason they get a star, is because I like the solar system and the customer service representative was helpful, polite and responsive. If you want Sunrun, get everything in writing. Otherwise, look for better Solar companies.

If I could give no stars I would

It has been 9 months since we have started this process and our panels still are not hooked up. Panels have been on our home since January and zero contact from sunrun. From the company not showing up on install date and no heads up about it, to inspections failed, no one has ever told us anything. We have called, sat on the phone for hours at a time and promised we’d get a call back but nothing. This is the worst company I have ever dealt with. Save yourself the time and headache and do not hire sunrun.

AWFUL COMPANIE

This experience with them is horrific. They will tell you one thing and do another and then wont do anything to help resolve the issues. Im looking into legal action as we speak.

dont use bad customer service

Sunrun install a solar system on my house had no problems with power previously now my office refrigerator and microwave wave shut off constantly sunrun put them all on the same circuit now sunrun wants me to pay 1000 to a private electrician to determine who is at fault I have only been using the system for about 6 weeks and these problems started right away DO NOT USE THIS COMPANY

Worse Company To Buy Solar Panels

This company promise you everything at the beginning but once you have a problem they take long on finding a situation and when I say long I mean months. I took off my panels to replace my roof and because I lease my panels the only ones to remove them is them or else my lease will be violated. They supposed to install them in October 2022 and we are in April 2023 and I still don’t have my panels installed and nobody in customer services is helping me. Every time I call they say someone will be reaching out to me but they never do. I send them emails and I do phone calls and nothing happens. I’m stuck paying for a lease without no panels and paying thousands of dollars in electricity all because Sunrun is not fixing this problem. My best advice to everyone if you don’t want headaches “DONT BUY FROM THIS COMPANY “

System not working for 6 months

I was told that the system was up and running in October so I paid in full. But it wasn’t working. Receiving the runaround for 6 months trying to get it fixed. I’ve been blatantly lied to by SunRun several times. Why has it been 6 months and still not working? Now I’m being told that it will take at least another month to get a technician out.

New home sunrun install failed

This company is a lot about the blame game. We moved into an already installed sunrun panels never worked than we get a bill from tru up its been down a year simply ridiculous and than they blame us for not knowing

Referral

Worst experience with SunRun Referral program, lost my referee because they transfer the Sale to Titanium Solar Panel company. It’s just something that the company was doing back then. Nothing to do with me directly. This are the words of my Sale Representative. Sun Run is doing this to avoid pay the referral money and keep the Sale. Don’t do business with them!

Solar ripoff WARNING!

My elderly mother supposedly signed a "contract " with Sunrun in 2021. The problem is, the sales rep, Mr. Lemmons, out and out lied to her. She was almost 91 at the time and he told her that she was getting solar on a special program that was free. It wasn't. She was not given a copy of this contract and she did not actually sign the contract herself. It was done virtually. It ends up that she signed up for a $95 a month fee for 25 years that can be raised a few percentage points every year. I doubt my mom will even live another 25 years since she is in a rehab center now. Anyone dealing with this company needs to beware. They took advantage of a 90 year old woman and they will take advantage of you. DO NOT HIRE THIS COMPANY!

RUN AWAY!!!

First installers, did $30K in damage to roof tiles and of course are denying any responsibility, Stay away from their scam lease agreement. The increase the lease cost 2.9% per year/every year. That means in year 25 you are paying 72.5% more, for a system that degrades in efficiency every year. (ie: in later years you are literally paying more for the lease than you are getting in value of your 'produced' electricity. Run away from this company!!

Horrible solar service

I know of several class action suits in other states but I'm not seeing one entered here in NYC-NYS area. Is anyone aware of any open case that I can join with my complaints and misdirection in this purchase?

Unethical and Unresponsive

In December 2021, Sunrun agreed to remove the annual escalator fee and lock in the rate of $131.84 in exchange for our prepayment of $4,074.98. In January 2022, my husband enrolled in Autopay using our bank account. In January 2023, Sunrun increased our rate, and my husband found out that Sunrun has been pulling monthly payments from the $4,074.98 prepayment, when they should have been pulling from our bank account. Also, Sunrun should have applied the prepayment and honored our agreement to lock in the rate and remove the annual escalator fee. Plus, they charged our account a fee for not enrolling in autopay, even though we received confirmation from Sunrun that my husband successfully enrolled in Autopay. On March 8, I called Sunrun to resolve this issue. I spoke with a Case Manager, who verified that Sunrun failed to apply the prepayment. She said she was going to call me back to resolve the problem. I did not receive a phone call or email. I sent a detailed email on March 14, clearly outlining what happened, including the dates and copies of email messages from various Sunrun Case Managers since December 2021. I waited patiently for a week. I did not receive any email or phone calls. I left voice messages for our case manager on 3/20, 3/23, 3/27. When I did not hear back from her, I called the general Customer Service line. I spoke with a representative on the morning of 3/27, who said that she would relay the message that I need a phone call by end of day. I called again at the end of day on 3/27 and spoke with another representative who said that someone will get back to me in 3 business days. No one called me. On 3/31, I called Sunrun again. The rep said that she couldn't do anything and that someone would get back to me in 3-5 business days. It is now April 1, and Customer Service put me on hold for over 30 minutes and dropped the call. I called again, had to repeat explaining our situation again, and the rep told me that no one can help me this weekend, and that our Case Manager will call me on Monday, Apr 3. In sum, they have not honored our agreement and have been completely unethical and unresponsive. They are doing whatever they wish with our money, and are not working with us to rectify their errors.

Nighmare

-Damaged roof, paid over $60,000 to repair. -No response from the installation dept in over 6 months to put it back. -Panels are just sitting in front. -I received several letters saying the project is canceled. -I do have a guy who came to my door from Sunrun I explained the situation and he found out they are backlogged. But that's not my problem! -Honestly, it never even helped with my electric bill. I've been over $400 to $600 over on my electric bill. Now I am receiving emails my project has been canceled. So does that mean my contract is canceled? I have had no response from my case manager.