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About Vivint Solar
Vivint is a home technology company that offers a wide array of tech-forward devices, including solar panels for various homes and budgets in partnership with Freedom Forever. Together, the two companies offer a smart energy system equipped with Vivint’s Essentials Kit for comprehensive home security. Its panels include a 25-year production guarantee.
Pros & Cons
- Owned by Sunrun
- Three financing options
- Free security system included
- No direct-to-consumer sales
- No transparent pricing info
Vivint Solar sells residential solar panels along with smart-home systems through Freedom Forever. The company doesn’t disclose pricing and specs for its panels, but you can call and get a free estimate from one of its representatives.
Vivint Solar Reviews
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I was a pleased with the system until I had a roof leak close to where the solar panels are installed, a service man from Vivint came to check the system so I showed him the roof leak. And he confirmed that it might be leaking due to installation. He took some pictures of the leak and said he would report it to his supervisor, but no one contacted me so I started to call customer service. They said they would look into the problem. We emailed for about a month then they said it was Sunrun solar problem then they stopped writing back, I have emailed them many times with no response.
Thanks for reaching out, Jeffrey. Customer service is really important to us and we'd love to look further into this for you. Please send us a private message with your full service address so that we can help resolve your concerns. Thank you!
Vivint Solar installed our Solar panels in 2015, the systems works great. However, we discovered a leak in our sunroom in May of 2020. It was determined that the leak was caused by the installation of the solar panels not being sealed properly. We called Vivint customer service and they had their techs come out and repaired the roof a couple months later. We are still waiting for the repairs to the damage inside the house to be completed.
We are having our roof replaced, I called Monday 8/16/2021 to schedule Vivint/SunRun come out to remove the solar panels for the installation of our new roof. Customer Care still has not opened a ticket, the team that schedule the panel removal cannot schedule the work to be done because they need a ticket. They have transferred me to customer care seven times and no response from customer care. I received a bill for $499.00 due Sept. 25th for the removal of the panels that cannot be schedule until customer care opens a ticket. First of all how can you send me a bill but you can't open a ticket to have the work completed? We have never experienced this lack of customer service before from any company....
DO NOT SIGN A SOLAR LEASE AGREEMENT WITH VIVINT!!! I signed a solar lease agreement with Vivint and have had my system for a year. I pay $110/month (which increases every year) for my system. I was guaranteed a system that covered 110% of my electric needs to account for the addition of my electric vehicle. I paid nearly $500 per month for electricity over the winter (with the same usage as the previous year) while still paying my solar costs. I now owe a true up of over $1500 to PGE even AFTER paying my extra electricity bills throughout the year. I was told that my system was radically underperforming by PGE. I was also told that my system was underperforming by Vivint but that there is nothing that they can do about it because of the location of the solar panels.
This analysis should have been done when estimating my power coverage initially. The representative also told me that my electricity needs had changed because I was home more during the pandemic- I am a frontline healthcare worker and my work schedule has not changed one bit- not only insulting response, but a response that clearly did not involve a lick of analysis.
DO NOT SIGN A SOLAR LEASE AGREEMENT WITH VIVINT. If your system does not produce what the representative tells you it will, you will spend a ton of money and have absolutely no recourse, other than a legal one, for the next 20 years. The customer service is TERRIBLE. It is impossible to discuss anything with anyone on the phone and different people email you about the system problems each time- avoiding the issue at hand and basically telling you that, since you signed the lease, you must deal with the system you have.
I also found two empty bottles of vodka in my attic after the roof was stabilized to accommodate the system and there has been NO ACCOUNTABILITY FOR THIS by Vivint. In addition to the gigantic expense of having a Vivint lease, I can also not be confident in the structural integrity of my roof after the work done by the Vivint contractors if drunk people were doing this job. I could not be more unhappy with my experience and my lease. I could not regret the decision to sign a solar lease agreement with Vivint more.
Thanks for reaching out, Neel! We have assigned a specialist to contact you soon. If you have any questions or concerns please reach out to us at email@example.com. Thanks!
I purchased Vivint Solar as I did not want to maintaining my own solar system. Although I have saved some $ in my power bill, the main reason was for our environment. Which is good, as the balloon payment to my power provider at the end of the year, is always painful… and makes it hard to figure out the actual savings, if any. After about a year, I noticed one of the inverters was failing. I had assumed since Vivint monitored my system, they would proactively fix this (as the salesman said they would). Nope. I found my sales rep, and they sent an email as to when I could schedule a visit. I replied, and never received an appointment.
Several months later, I checked, and a second inverter was failing (heat related). I emailed the Customer Rep and the general email address… The rep got back to me and said that the issue was not serious (ok… It was shutting down parts of my system, according to the status provided on the website… and thus, costing me $$$). She also indicated that they did not have stock in the replacement inverters. Hmmm. “Fly by night” came to mind. She also told me I did not need to contact the general support site. I never received another call or email from her. I did pursue the general support line. We scheduled an appointment 2 weeks out. On the morning of the appointment, I receive a message from the field technician indicating they just found out they have no stock in the inverters, and someone will contact me to reschedule. This is my only service experience with Vivint… But on this one, I would not recommend Vivint as a Solar Provider.
We had a great experience with not only sales team but, the install as well. I have already reached out to multiple people sharing my experience! Look forward to helping company grow by bringing in more customers!
We're thrilled you had a good experience, Stephanie! Thanks for taking the time to share your feedback. We really appreciate hearing from you. Thanks for playing such an important role in our solar community.
I have been a customer for a number of years. I had no complaints and when I called with issues, easily resolved. The salesperson was always easily reached and helpful. I investigated the company before signing up and the reviews were good. Last summer the same salesperson came back to me as there was a possibility of placing more panels on my roof and I would get a refund of up to 1,500 depending on how many panels. I had good experience with the company and the salesperson was always excellent. I agreed but I was concerned about the roof as it was getting old. I was assured it would be inspected and so I proceeded. I was informed that I qualified for the 1,500 rebate and that it would be sent to me in the mail.
The panels were placed and I waited for my refund. After a few months I followed up in a text with my salesperson, as that is how we communicated, inquiring about the rebate it was getting close to the holidays and it would have been helpful. He responded that he would look into it and get back to me. He confirmed that I should be receiving it. Time went on and my roof started to leak. Not the portion that had the old or new panels but the contractors stated the whole roof needed to be replace as there were many missing tiles.
According to my contract I would have to pay for the removal of my panels and I was not pleased that new panels went on a roof that required to be replaced. I needed the refund that never came to pay for the removal of the panels. I was considering it a wash. I called my salesperson and unlike before he never return my call or texts. So I called customer service and that is when my real frustration began. The customer service is abhorrent, nonexistent, you spend hours with services representatives that do not listen to your issue or tell you that you are being transferred to the appropriate department which is the original phone tree you just spent 45-60 minutes on hold or to a line that is disconnected and you are listening to a deadline.
Twice in the multiple times I called as now I was calling to have the panels removed permanently I was connected with a.person who saw that this was an issue and I was owed the refund and it would go up to the next level. I on two separate times I received emails that I would be given a response within 2-3 business days It has been months. I am still waiting. I now have a chain of emails that state that I am due this refund and I have been told multiple times I will have my refund in two weeks. It has been months and I am once again being ghosted. This is not customer service and before you sign a long contract I would think twice about signing with this company. I looked at the online reviews in my area and the company has really taken a downslide especially for customer service. It is unfortunate as I really did have a good experience initially.
1. Salesperson’s promise is not kept after the installation: 6 month free of charge offer was not kept.
3. No response to these Complaints for more 6 months. Customer Service issued case number, but no more progress nor update since then.
4. Very hard to communicate: customer service lacks in professionalism.
Thanks for reaching out, Tohyong! We have assigned a specialist to contact you soon. If you have any questions or concerns please reach out to us at firstname.lastname@example.org. Thanks!
This has to be the WORST company EVER. No one returns calls. The Sales Rep is useless. Once he gets you to sign the contract he's done with you. Customer service doesn't know what they're doing. I wish I never heard of them or started a project with them. Panels were installed 2 months ago. We still do not have solar power or as they say "Permission to operate". Still waiting for the installation to be finished. The rep promised all sorts of compensation. We asked for all of it to be put in writing, have not received a thing. Do not believe anything they say.
Thanks for reaching out, Gigi! We have assigned a specialist to contact you soon. If you have any questions or concerns please reach out to us at email@example.com. Thanks!
Vivint Solar is horrible. The sales guy lied just to get the sale. The system was set up but did not work and was eventually fixed, but since they could not Get a proper reading since the system was not turned on correctly they "guessed" how much power I would use. So, the bill was almost $500 when my SDGE bill has never been that high. The sales guys Mohamed stated I would never pay more than my SDGE bill is now.... NOTTTT!! Customer service was not helpful. They disconnected call multiple time because they could not explain why my bill was so high. This is Truly a scam. Please, Please don't go with Vivnt. Do your research.
Thanks for reaching out, Jessica! We have assigned a specialist to contact you soon. If you have any questions or concerns please reach out to us at firstname.lastname@example.org. Thanks!
Ron knows his business, he explained everything that I needed to know. Took his time making me aware of the savings I would have and always assured me that he would be a phone call away if I had any additional questions. I am glad I went solar because the savings are way more than I expected.
Arlene, your review brightened our day! We're so happy to hear that you're saving money (and the earth) with solar energy! Thank you for taking the time to send us some feedback, we love having you in our solar community.
The installation crew didn’t have a standing job however they did not clean up after themselves and I had to call and have the guy return to clean up the mess from the attic. And then I found sawdust all on the outside of my house by the garage door and black stains from their hands on the walls in the garage, in the wall, in the attic door to go up to the attic. I don’t feel less you have to clean up after your crew. And also had to be repainted When the first guy came out to see if it could be installed in our attic.
We have just completed the installation of the solar panels and are waiting for inspection and activation. I can't comment any further other than to say that the installation team was prompt, efficient, and professional. If everything from here goes as well there is really nothing to complain about. The only thing I would caution future purchasers is to be prepared for the unsightly junction and relay boxes outside your house. You may need to obscure them somehow as we have since they are in a quite visible area on our property.
Thank you for your review, Edward! Your positive feedback is like a ray of sunshine to us. We're so happy we could guide you through your solar experience. Thanks for choosing us!
I decided to buy a house with a Vivint PPE system, which is a lease. The selling realtor told us that if we didn't want the solar panels that he was told that they can have them removed. After looking into the PPE program more I decided I did not want them as there is no benefit. The realtor, who used to live in the house, called Vivint and they said it would be $25,000 to remove them. Based on other reviews and the settlement with NJ DCA, I imagine the salesperson told the previous owner that they can remove them at no cost if they sell the house, which was a lie.
We decided that we still wanted the house and that we would have to take the solar panels, however I wanted to speak to someone regarding the rate. I called customer service multiple times to see if I could renegotiate the rate as I did not want the panels in the first place and to just put me at ease about taking on the lease. Every time I asked to speak to a manager but they were never available. I left messages for them to call me and I never got a call back. I reluctantly signed the transfer agreement just because I wanted the house. I was signed up for Vivint auto pay to pay my monthly bill. After realizing I could not determine my own date to pay the bill I decided to simply pay the bill manually with my bank's bill pay feature. Once I started doing that I noticed a $5 loss of discount charge on my bill. I called to complain and the customer service rep told me that they offer $5 off a bill if you use Vivint's auto pay.
I do not think it is fair to make people who pay their bill in full and on time more money just because they do not want to use auto pay, especially since I wanted to pay the bill 7 days sooner then when it was due. Once again no manager to speak to. I reported this practice to the BBB. Vivint did end up reimbursing me for the loss of discount charges, although Vivint never contacted me to let me know they would. One day I noticed that the lights on the system were not working. I looked on the app to see if the system was generating anything and it had not generated anything for over a month. You would think that they could tell when a system isn't working and contact the homeowner to see if everything is OK and send someone to fix, no. I had to call and schedule someone to come.
I was told I would receive a call when the appointment was scheduled. I never got a call and had to call back to make sure someone was coming to fix the system. The tech that came was very friendly and replaced the necessary equipment. Even he said, they should have noticed the system wasn't working and that he should have just been dispatched without me even knowing there was an issue. The tech is the only good thing I have to say about this company. Now, I want to add a generator lock out panel to hook a generator up to my house in the event of a power failure. While doing this I figure it is also a good time to replace the entire main electrical panel. I decided to email Vivint to see if there is anything I need to know before doing this upgrade as I do not want to damage the system. I get a reply the next day with a ticket number and I am told someone from the solar performance team will be in touch.
Three weeks go by, nothing. I reply to the email and say I have not been contacted. I even get a survey asking how my experience was. I gave the lowest marks because I was never contacted thinking anyone who reads this survey would want to make sure my case gets resolved, nothing. After a month of no contact I call the customer service number and get the number for the solar performance department. I speak to Sara who said she would speak to her manager and let them know what is going on and that I would get a call back from either them or herself. I say that I am doubtful I will get a call back and even she sounds like she knows she works for a horrible company. She assures me she will call me back that day.
Two days go by and I have no response. I call back and Sara picks up the phone again. I go through the entire story again with her, she doesn't even remember me! I said, "We spoke two days ago and you said you would call me back". She said, "Are you sure it was me because there is another Sara here". I said, "Yes it was you because your voice is pretty distinct and you said all the same thing as you did two days ago".
I told her, and also emailed to original reply a month ago, I am going to do the upgrade and if the system gets damaged I am not taking responsibility as I have done my due diligence to find out how to make the upgrades but have gotten no response. Looking at the other posts on this site I see Vivint replies to bad reviews "Oh no! please email us to resolve this." It is funny how they seem surprised by their bad customer service practices. I have already emailed the review email address they reply with to see if my requests gets anywhere but I am not hopeful.
Thanks for reaching out, Michael! We have assigned a specialist to contact you soon. If you have any questions or concerns please reach out to us at email@example.com. Thanks!
They took some palms leaves off our roof and put them in our trash for us and that was above the call of duty. They have been really helpful throughout this experience and we would really recommend others to use this company.
Clint, your review brightened our day! Our goal is to provide you with the best solar service possible and we're delighted to hear that you had a good experience with us as you do your part to keep the earth clean.
We have had our Vivint solar system for approx 7 years. Upon receiving our latest annual "true up" bill from PG&E ($1,500), we decided it was time to add additional solar panels. The initial home inspection and proposal by a Vivint rep to add a "new system" was fairly quick. The problems started when we approved the proposal. It took from August 2020 until February 2021 for the company to get the new system installed. Since our install in late February, we are still waiting for inspections to take place (Vivint, city and PG&E), so we can get the new system "turned on" and we can use it to produce electricity. I have left messages for my account rep and the local manager... no response.
I have covered the issue with at least three different online customer service reps. Each CSR telling me a Vivint/Sunrun rep would be calling in the next 1-3 days. As of yet we've received no response. The call I made today with an online CSR, ended with him telling me he would put the issue thru as "URGENT" and he would ask a manager to call me in the next few days. With warm temps and sunny skies, I am hopeful this new system will be operational soon. One of the main reasons we went to solar was to offset the energy costs from PG&E. We are currently at a wait & see point and hoping that someone with the power to "get something done" will actually follow through and give me a call. All that said, I would be VERY hesitant to refer anyone to Vivint/Sunrun for their solar needs.
I haven’t gotten my first bill yet, but everything is going very well. Danielle very open and clear about procedure. Never left me guessing. Panels on without any issues. They have handled all the logistics.
This is awesome, Catherine! Your positive feedback is like a ray of sunshine to us. We're so happy we could guide you through your solar experience. Thanks for choosing us!
Purchased a new construction home with solar in March. Followed the steps to provide Vivint with the requested utility information as soon as we set up the account. It then took Vivint 12 days to submit an incomplete package to PG&E. 8 days later PG&E rejected the application and sent it back to Vivint. Fast forward 2 weeks and they tried submitting more I do but it still wasn’t all there. It takes them a total of 9 weeks to even get the requested info out to PG&E for them to start the permission to operate process. So I pay more money than the system is worth because they are in bed with the builder and can’t even use it due to a complete incompetency.
I tried calling customer service and was left on hold for 40 min after explaining I wanted to speak with a manager. I call back later and was told I can’t get into the manager queue and I would get a call back. Do you think that actually happened? Now it’s late May and over 100 degrees and my system has yet to produce 1kW. But good news is that I get to keep paying the super high utility rates because no one at Vivint cares about the customer, especially once they have your money. My advice is to run as far away from these guys as you can. Unless of course you don’t actually care about your money.
Oh no, Bruce! We're so sorry to hear this. We definitely want to make sure you have a positive experience. Please send your address and review to firstname.lastname@example.org so that we can look into this. Thank you!
As a precursor, I can count on one hand how many times I've written reviews for company's and I can count on two fingers the amount times I've written a bad review for a company.. Vivint solar has BY FAR the most incompetent representatives in Customer Care, Billing and the Transfers Department. I purchased a new home in January 2021 that already had Vivint Solar with a PPA in place, after weeks of trying to track down my transfer manager Manuel **, who was impossible to reach and virtually unresponsive I nearly missed my closing because Vivint made a mistake at the last minute and put a lien on the house when they botched the transfer putting the PPA back in the original owners name. Thankfully someone was able to rectify this issue literally minutes before walking into the closing table but it was PAIN leading up to even this mistake which was a foreshadowing experience for what was to come...
Every single time I contact this company it's like pulling teeth to get accurate, up to date information - almost like the left doesn't know what the right is doing. In fairness this COULD be due to the system internal Vivint folks are using, who knows.. Now having been in the house for a few months my bill for April is 4X higher than it was for the month of January/February with very little change in production. As I write this review I have been trying to understand what caused this with the billing department who transferred me to the customer care department who then transferred me back to billing who then transferred me back customer care who then finally transferred me back to billing where nothing was resolved and ultimately the call was dropped and cut short.
The problem is that when transferred to a different department it's a blind transfer so I have to re-explain everything from the top and even re-validate myself as a customer. Andre in customer care explained that Vivint made an "honest mistake" when they billed me double than what should have been billed. Reggie in Billing said the charges "seem accurate" but cant confirm because she doesn't have visibility to my actual production for the month. Jay in customer care agreed with Andre and assured me that the mistake would be corrected in 1-2 billing cycles and I would have to wait for the correction despite Vivint having my cold hard cash..
Honestly, do yourself a favor and pass on Vivint if you're considering using them. It's not worth the headache and certainly not worth having the hold the bag when the company makes error after error after error. Perhaps Vivint will focus their attention on better training and tech systems for their reps. Sorry to the reps that I called out here, I realize you're doing your job and maybe with limited visibility into other departments but my goodness please listen to customers and stop blind transferring and forcing customers to have to restate their case each time - it adds insult to injury.
We're so sorry to hear this, Elijah. We certainly don't want you to feel frustrated. Can we have a look? Please send your address and review to email@example.com so that we can help resolve this for you. Thanks!
I started the process of getting my roof replaced and have had nothing but problems with Vivint Solar. It started when I called to schedule to get my panels removed on March 29th, I was on hold and got transferred around multiple times only to be told I couldn't schedule anything until I paid the $3,075.00 for removal storage and replacement. Once I did that I had to call back and schedule it. The soonest time that was available was May 24th from 12-3. It took me an hour and a half on the phone and $3,075.00 dollars just to schedule the removal of my panels 56 days later. When it was the day for my panels to be removed, they were supposed to be finished by 3pm as stated in the confirmation but the workers didn't show up until 4:05 pm and finished at 4:58. I was told that my panels would be stored in a warehouse but they are actually being stored leaning up against my house.
In conclusion, I feel I should not have had to pay the full $3,075.00 upfront for something that couldn't be done for 56 days. The people who answer the phones should be more knowledgeable and helpful. The work should be done in the given timeframe or at least call and inform the home owner of a delay. The panels should have been taken and stored in the warehouse as I was told that was part of the fee I was paying.
Oh no, Cassandra! We're so sorry to hear this. We definitely want to make sure you have a positive experience. Please send your address and review to firstname.lastname@example.org so that we can look into this. Thank you!
Vivint installed my system in February 2021. It is now May 2021, and my system has not been activated because Vivint has made repeated errors on my connection application to SoCal Edison. Vivint has refused to provide me with compensation for the delays in installing my system even though I have had to start making loan payments on the system this month. They were the lowest price bid, but they failed to finish their work.
Oh no, Francisco! We are sorry to hear that the preparation process is taking a long time. Please send your address and review to email@example.com so we can look into this. Thank you.
Received a call from my wife that 2 Vivint salesmen were at the house and they would not stop asking to look at our meter and wouldn't leave. They kept saying they were working with SCE in our area which is a lie and I believe Vivint was sued for misrepresenting themselves as part of SCE in 2017. The only way they would leave is if my wife gave them my email and phone number so they could continue their sales pitch which I do not want to hear. Received an email within minutes saying that I needed to confirm it so they could send me important account information, I don't have or want an account with this company. Stop harassing people who don't want anything to do with you Vivint.
Thank you for reaching out, David. Please send your address and review to firstname.lastname@example.org so that we can look further into this and help resolve your concerns. Thank you!
My sales rep was great and the process was easy. He came to me and helped me review the costs and contract. They had it installed in 1 day. The workers were friendly. The work looks good. Now waiting on the city to sign off on it.
Your review brightened our day, Mike! Thanks for taking the time to share your experience. We're so happy you chose us as your solar provider!
We have Vivint solar on 2 homes for for more than 2 years. I have found them to be difficult to reach with long phone delays, slow to respond to repair or maintenance, poor follow through. Two years after system was turned on we still cannot monitor production from either house without calling APS. Our system was not reporting any production for a 3 month period. They never noticed. I noticed our bills were $290/month higher than normal when I called. Before Vivint our bills were around $360.00/month. Now we pay Vivint $200/month + ASP $250-$300 so our bill is $560 to $600 with Vivint where it was $360.00 before. And we have a large system that generates around 20kw/hr at peek. I would never purchase a system from them and would gladly have it removed.
Thanks for bringing this to our attention, Carl. While monthly savings will vary depending on your usage, we definitely want to look into this for you to make sure you're getting the full benefits. Please send your address and review to email@example.com. Thanks!
We were told by the Vivint rep prior to moving into our new home (that had the panels already installed) that if we received a large True-Up we were to contact them and they would do whatever was necessary to correct the issue even if it involved adding new panels and there would not be any charge to us since they own the system. On June 6, 2020 I received an email from Marisa ** regarding a Solar Production Analysis. In the email it states they had been contacted by PG&E customers who were receiving $400 annual True-Up bills (ours is $800+).
They requested a copy of my current electric bill (which is sent to them). I was contacted by Marisa and she agreed they needed to put more panels in place because that true up was way over the norm and she would get on this project immediately. Two week passed (No response). I called in and spoke to a Christian ** and sent him an email per his request June 25, 2020 of my PG&E bill. He agreed, several more panels would be needed. Right at the end of the conversation he said a credit check was necessary. Then he said because my credit at the time was below their threshold they would not be able to help me even though the performance issue was on their end and had absolutely nothing to do with my credit score.
I received a letter of denial from Vivint a week later denying my request for additional panels even though it was not my request, it was Vivint's recommendation. Again I get another email from Vivint's rep Shauna ** on August 19, 2020 letting me know they are aware of several people receiving large True-Up bills & they want to help me. Foolishly I replied to Vivint thinking this time I would get the necessary relief requested. I sent in another copy of my electric bill, called and again, ZERO FOLLOW UP! No help whatsoever! Last week I was at the store and a Sunrun rep started talking to me about solar. I said I have Vivint and have been having many issues. He offered to help and had a rep come to my home.
The rep said the reason I'm having such a large bill is because half of the panels are facing the North, he said this is the worst possible location because the way Vivint works you pay for production, so even though the panels are producing I'm not getting any reasonable benefit from this production only they are! He said, "Panels should only be placed on the South side, the West, East. If you're still needing more panels, as a last resort you place the panels on the North side." I have a bunch of room on the South portion of our roof. On April 26th I called Vivint again equipped with this new knowledge & spoke to a Luisa. She put me on hold several times needing to ask her superiors and the sales team questions.
Eventually she told me there was no more room for placement on any new panels and they would not be able to help me at all. I thanked her for her help and asked for a manager's name and number since she could not help me, she refused to give me any names or numbers and said they are just going to tell me the same thing, again I thanked her and said I want to talk to them myself since she was unable to provide the necessary help. Then she said, "I'm not allowed to give out their numbers or names."
DON'T ALLOW THEM TO PUT PANELS ON YOUR HOME! ZERO SERVICE AFTER THE SALE! There were more phone calls made prior to all this. I did not want to type it all out. I have emails, letters, phone records of all my conversations and online chats to support Vivint's lack of customer service and support. Find another option! God Bless Y'all, Pastor Michael **
Oh no, Michael! We're so sorry to hear this. We definitely want to make sure you have a positive experience. Please send your address and review to firstname.lastname@example.org so that we can look into this. Thank you!
Please keep in mind this is just for the installation team - the rest of the experience with the engineer, designer, and customer service has been amazing, and we know the benefits are going to outweigh this instance. The electrician that showed up was great, however the roof team wasn't as much. They were polite, but that's about all they had going for them. When asked to use our bathrooms, we asked that they keep their masks on when going through the house, to which they only obliged when entering, but not when leaving. My fiancé and I come into contact with her 74 year old mother at least once a week and this is a huge concern of ours.
They drilled holes into our ceiling... You would think they would measure beforehand, but nope! One guy came in to try and assist the person on the roof to aim his drill points but it didn't make it better. We overheard something like this repeatedly "Oh you missed by an inch, try again. Oh you missed again, try another inch." All the while, the guy inside had his mask under his chin... By the time they left, we had a couple dozen holes in our bedroom, living room, office, and a ceiling board, complete with debris and dust.
Another thing to note is that they were throwing stuff off of our roof to the front of the house without warning, and seemingly without looking because I nearly got hit by a cardboard box when I was leaving to run an errand. The electrician apologized profusely for the holes and promised to report the damage before they had left, and would get a repair team out to us ASAP. It's been nearly a week now and we haven't heard anything. We still have a bunch of debris to clean up on the inside, and they left caulking and other bits of trash and garbage laying around the outside. This was a two-day install, and, to their credit, the panels, battery, piping, and electrical boxes look great otherwise.
Thank you for reaching out, Robert! Please send your address and review to email@example.com so that we can help resolve your concerns. Thank you!
We originally did not think we were a solar candidate however the overly friendly and somewhat aggressive salesperson convinced us that it would not hurt to have Vivint review our location to be certain. Vivint did come back with great news saying solar would be a great fit for our home. Very surprised and pleased we agreed to move forward with one concern. Our roof is over 20 years old. I specifically discussed at length with the salesperson and his manager that I felt I needed to replace my roof prior to having the solar panels installed. The salesperson AND manager said it looked good from the ground and they would have their installers and inspectors come out check our home and roof specifically.
At that time they said they felt the roof was in good enough condition and said no need to replace the roof at this time. I disagreed and said we prefer to have a new roof installed prior to the panels installed. They told me no need and once they would install the panels if there was any damage or the roof needed to be replaced Vivint would replace at no charge to me. I questioned them several times and specifically said - "so once you install the panels, if I need a new roof Vivint will replace at no charge to me?" They very convincingly reassured me over and over again.
After immediately discussing with my wife we felt this was a "no brainer". Both the salesperson and manager agreed and said there is no risk to you. We proceeded to have the panels installed. And of course less than a year later my roof leaked producing water damage to my ceiling. When we reached out to Vivint, they did come out in a timely manner and inspect my roof. They proceeded to inform me that my roof needed to be replaced. The troubleshooters that came out said that the panels should have never been installed due to the roof being in less than good condition.
When we called Vivint their response has been "show us where in your contract it states that Vivint would replace my roof". After many conversations they have said more or less too bad, we are not responsible. On top of this, both my wife and I got flat tires within 2 days of the installation caused by hardware and screws that were left littered all over my driveway. Beware!! Don't trust the salespeople!
Hi Mark, thank you for reaching out. We are so sorry to hear about your experience. A specialist has been assigned to reach out to you soon to help resolve your concerns. Please let us know if you have any questions. Thank you!
Vivint has always had slow repair service and fail to return phone calls. The main problems started when they added 8 more panels because we had a very high True Up bill. After they came out to reevaluate the need and found more panels were needed, it took 5-6 months and many calls to them to fix the problem. They finally installed the panels, but when connecting to the power they shorted out the breaker box. In doing so (this was witnessed by my adult son) the breakers for the solar shot out sparks and flames, and shorted out electric. They did get the panels running. A few days later when we turned the air conditioner on it wouldn't work. It was found when they shorted out the box it ruined the conditioner. They did replace it but was not the larger capacity like the original.
Moving forward July 2020 my solar bill was over $600. I called to complain about it. They found one of the new panels needed replacement, they gave an appointment a month away in August. The appointment time came, they canceled and rescheduled sometime in September. While waiting for them to come out and check and repair the service, September 16, 2020 our breaker box shorted out, was arcing, smoking and starting to burn. PG&E and fire dept came out it was determined that the same breakers, that Vivint had short out some months before, were the breakers shorting out. PG&E removed the meter until repairs could be made. With waiting for the permits, appointment to turn off power from pole we were 16 days without power or hot water.
Vivint did show up for the Sept appointment couldn't do anything because of no power. Total box had to be changed and breakers brought to code, or we couldn't get the permit to do the work. Electrician repaired the service at a cost to us of $4,500 plus cost of permit. Electric is working well, but we are unable to turn the solar on because it shorts out the house power. We have been without solar power since September 16th when box shorted out. I called Vivint I believe it was November before they could come out. They say they have the solar fixed, they turn it on, leave and in a few hours we have to shut the solar off to get our power back on. You call them they don't return the call, when I finally get a person I have to go through the whole story again.
They have made appointments, canceled last minute as we sit and wait for them. My son has taken off work so he could be here to talk to them, they are either so late he has to leave or they cancel. This has been going on for 7 months. They have known for seven months a panel needed replacement. They again showed up said they checked the breakers are fine, didn't have parts to fix panel. Said that they would call to make another appointment just like when they have canceled on us. They never call but sent email saying service complete to please rate them on survey. Rate them 1 * because there is no zero, no reply. Last person came out last Monday he did repair solar panel, said everything was fine turned solar back on.
Tuesday morning about 6:30 am I was awakened gasping for air. My son and I both have life threatening severe sleep apnea. The solar shut the power off again, again I called Vivint talked to customer service, they said they would have someone call just like before, this is a week later and no one has called, solar still has to be turned off. To top it off before the breaker box shorting out I did have the $600+ July bill but very little True Up bill.
Now my TRUE UP BILL IS $1,800 and due in July. I am in the process of getting an attorney at the expense of Vivint, and having them remove their solar, and reimburse me my costs. Forgot to mention no solar power for 7 months and they continue to charge me monthly for solar use. I asked when solar is off and no signal is sent how do they know what to charge. They told me that the estimate the usage by the neighbors usage. My close neighbors don't have solar, they say in the end they will adjust and reimburse me. I would like to know how when solar not connected!
Oh no, Sharon! We're so sorry to hear this. We definitely want to make sure you have a positive experience. Please send your address and review to firstname.lastname@example.org so that we can look into this. Thank you!
I have contacted Vivint Solar 3 time within the last 45 days trying to get a status or schedule a solar panel removal date. They initially told me that someone will call in 30 days after they were notified. No callback. When I called Customer Service they placed me on a waiting list for my area. Then on my 3rd call told me that they do not have any contractors in my area to remove the solar panels. Customer Service just repeats that the Panel Removal Dept will call me back.
I signed a reroofing job that is now on hold and will possibly have an increase in material price (material cost increase after 45 days). I have written 3 emails and have not received any phone calls or email reply back. I have told a salesperson at Vivint that I was interested in adding a battery backup system when the solar panels are reinstalled after my new roof installation. This has not motivated anyone dedicated to communicating or moving forward with any customer service. Does this Company have any desire to maintain good customer relations after their system is installed? I believe their lack of follow up attention should be a cause of concern for any customers who have a maintenance need from Vivint!!!!
Wow, we understand the frustration, Lawrence. We're so sorry you experienced this. Please send your address and review to email@example.com and we would be happy to resolve this for you. Thanks for letting us know.
We have made many attempts over the last month to get in touch with the representative who was assisting us through our solar panel relocation that has been in process since Oct 2020. Our panels were leased through Vivint in 2017. We sold our house in October 2020 and moved into our new house on 10/26/20. Vivint advised that we cannot relocate the panels UNLESS we pay them off in FULL (read your contracts!!). Once we did that (38K later) they advised our new house needed a new roof before they could relocate the panels. So we spent 18K for that and the new roof was completed at the end of Jan 2021. Since then we have been trying to get our panels relocated however have not received a response from our Vivint/Sunrun rep (Jessica **) since 2/25/21. Just so we're clear - here's the breakdown.
Oct 2020 - We had to pay Vivint 38K in order to be able to have the option to relocate our panels. Vivint came the same month and removed the panels from our old house. We had to pay another 18k for a new roof at our new house because Vivint would not install the panels on the existing roof. In all, we’ve paid 56k for this relocation and have been in the new house almost 5 months and still do not have the panels at our new address.
The newest issue we are having is now trying to pay Vivint/Sunrun the $6800 relocation fee (putting our total at nearly 63k for this relocation). We want to pay by credit card as we have no other monetary avenue at this point as we spent 56k already (which was 100% of our proceeds from the sale of our house). Jessica advised that our only payment option was check. We are not able to do that. We are broke after all of this. We just need someone to be able to take our credit card information so we can get our panels installed. This is a company whose entire business model is built on the FUTURE but yet have such archaic payment practices. It's 2021 for God's sake.
Thank you for reaching out, Adrian. Please send your address and review to firstname.lastname@example.org so that we can help resolve your concerns. Thank you!
I have been trying to contact Billing about an amount I was charged to make it possible for some construction to be done on my house. No panels needed to be removed. Customer Service in both the Philippines and Columbia were unable/unwilling to get me in touch with Billing department in US. I was on hold for 35 minutes in one instance. I am currently on hold now approaching 30 minutes. I need to speak to someone in the US about the amount I was charged to remove 6 screws. No panels were removed, no equipment removed, system still up and functioning.
We're so sorry to hear this, Maude. We certainly don't want you to feel frustrated. Please send your address and review to email@example.com so that we can help resolve this for you. Thanks!
Vivint Solar Company Information
- Company Name:
- Vivint Solar
- Company Type:
- Ticker Symbol:
- Year Founded:
- 1800 Ashton Blvd.
- Postal Code:
- United States