Review for Sunrun Inc.

Office location: 6900 English Muffin Way Ste N, Frederick MD, 21703

01/22/2019
Anonymous

Poor Training/Poor Client Service

I decided to have Vivant do our installation after meeting with 2 other companies, there would be no cost and they take the energy credit. The installation period was long and tedious. I ended up doing the leg work with the county permits as this was lingering for MONTHS! Even when approval was done it was weeks before they came to install. We also had an older roof and it was something I had specifically discussed with the rep when we decided to go with Vivant and he said they would remove and store the panels at no cost. 3 years later we needed to replace the roof, which the roofing company couldn't believe they did the install on a roof as old as ours and with is condition, Vivant wanted to charge us $100 per panel to remove and reinstall. It wasn't "written" in my contract and they would not honor what I had been told when we allowed Vivint to do our panels. When the gentlemen came to remove the panels I discussed my concern for the leaves which were accumulating under the panels holding water and freezing in winter, I asked why there was no protection from this considering I have a huge Silver Maple next to one side of my house. The installer told me they have guards which go around the panels and they are now using them. Here I am again with a team of installers here to put the new panels back on and I ask about the guards they are to install. They tell me they have them at Vivint but they are not installing them on my roof. I call Vivant to see what the deal is and of course they have them for a fee! Another misrepresentation of their company! I didn't bother "arguing" with the customer service rep, no point since "I dont have it in the contract". Buyers beware, they nickle and dime you, the installers tell you one thing then the customer service tells you another. Even when they came to remove the panels for the new roof, the customer service rep said they leave the brackets, another rep said they remove them. There is no consistency and they certainly dont keep their word! Make sure every detail is "in your contract" and try to foresee any problems that might need to be "in the contract"! I would have chosen another company and will ride out my contract and resume services elsewhere! This company has no integrity! PLEASE NOTE my rating is not based on any of the installers! They were great, courteous and professional, but I believe them to be uniformed on products and what is included in the installation due to lack of training provided my upper level management. Same for customer service reps when you call for assistance. I have been told different things by different reps and again once you talk to management, "its not in the contract"!!