Reviews by Miranda

Sunrun Inc.

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!!!!... read more

Type: Residential Electric

Reviewed: 08/22/2016