Sunrun Inc.

Initial Business Response /* (1000, 5, 2015/01/12) */
We apologize for the delay in getting this refund to youA check had been sent on 11/4/but since you did not receive it, a new check has been sent on 1/9/via F(tracking number: XXXXXXXXXXXX)This check should arrive Monday
1/12/by 5PMThank you for your patience as we work to resolve this issue
Initial Consumer Rebuttal /* (2000, 8, 2015/01/14) */
After I filed the compliant and sent Sunrun the case number, Sunrun finally take my issue seriously and send me my refund check via FedEX on 1/12/It took months and numerous emails and phone calls to get back my money, it is very annoying and ridiculous! I wish Sunrun can improve their customer service support from their Accounting department and customer service department!

In July, 2015, Sunrun Sales person sold us a system that was "supposed" to provide us with 95% of our electrical needsEngineer came out to design the system and his report to us was that they couldn't fill 95%, only 71%I told SUNRUN that was not acceptableEngineer came back and on second design adding more panels would provide the 95% on the contractAfter botched efforts to attempt to install a solar system on our house, the 4th crew finally configured an operational system! It took two more months for inspections and finally, January 7, 2016, NV energy installed the meters to connect us to the gridIt has been month since this system was on line and the production has never reached even 60% of the 95% they contracted forI have attempted no less than times via snail mail,, e-mail and phone calls to get them back out to redesign or re-configure the system to produce what they contracted forIt is impossible to get a commitment or even a visit from any SUNRUN persons no matter how many contacts I try to reachWe have had only returned call from all our attempts to get this problem corrected, and then there was no follow up call as was suggested by "***" in costumer service"*** *** or his supervisor "***"was to call me the next day" NO CALL, surprised, not at all!
Since SUNRUN and NV ENERGY had the decision made by NV PUC on NET METERING, SUNRUN has physically pulled out of the Las Vegas market making it more difficult to contact anyoneTheir bills still come in and are paid monthly but the product doesn't operate as soldOur contract was for yearsI didn't think it meant we had to wait years for service!
One contact said my neighbors tree is blocking the sun and there for it isn't performing BUT the tree was there when the system was designed, re-designed and times installedseems to be a design factor they don't want to acceptNumber worst service I have ever received from anyone anywhere!

Sunruns solar panels have caused a leak in my roofThe company has been here to fix the outside, but refuses to fix the inside of my roof where the panels have damaged itShame on SunrunThis is the second leak with sunrunI am doneI will be sure to spread the word about Sunrun and how they handle their customersUnacceptable

Initial Business Response /* (1000, 5, 2015/12/21) */
Thank you for taking the time to share your concerns with usA Sunrun technician was at the property on 12/16/and resolved the current issueA Specialist has also reached out to confirm the work was done to your satisfactionThey
will follow back up with the results of the performance guarantee
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 8, 2015/12/23) */
I have resolved the the issue with SunRun

Initial Business Response /* (1000, 5, 2015/04/20) */
Thank you for taking the time to share your concerns with usWe apologize for the poor communication you have experienced thus farPlease rest assured, this is not our common practice nor the customer experience we want to provide
After reviewing your file its looks like you are in contact with a SpecialistIn addition, the system was reactivated on Friday 4/and a panel washing is scheduled for this weekWe appreciate your patience as we continue to work together to resolve these concerns

We have had this HORRIBLE company since June of We have had one problem after another!! I would call customer service EVERY month to discuss my huge APS billsI have been told everything from: "you should unplug everything that you don't use daily", "sorry you only store usage in February and March", a few hang ups, " sorry we do not know why your system is not producing at capacity" and my all time favorite, " we will have a supervisor contact you"Well, I had the most incompetent person contact me After about six to seven months, I heard from *** ***He was absolutely worthlessAfter arguing with him back and fourth, he finally did our analysis That process took about weeks He found we did over pay by approximately $The company then gave us a credit on our billAll was fine until August of this yearWe had received a HUGE electricity bill of $Never have I had a bill that highI emailed *** *** and after several emails, we received an email from Titan saying they needed to check our system because it was not showing any usageTitan stated that Sunrun put in old software and our system was shutting down after about minutes dailyI called Suntan and yet again, " we will have a supervisor contact you"I called later that night and spoke to Larissa CarterShe IMMEDIATELY looked at our production and said " Oh I definitely see why your bill was so highI am sending you a $check"I was totally impressed, thinking I was getting someone who new what they were talking aboutWell yet another high electricity billNow she says "oh your analysis was done wrong, you should have never had a credit They will no longer work with us because we won't allow them to blame APS or take responsibility for their mistakesI want these panels off my roof so I can go to a competent company who actually cares and listens to their customersJust another quick fact, the sales person Patrick was fired after signing us up due to his lies and promisesIf I could give a negative star, I would!!

*** *** hooked up our solar incorrectly and we have not seen any net generation since it was installed in August

Buyer Beware!!!! I too had a sales rep that told us nothing but lies Our true up bill goes up every single year even though the company tells us it should go down Nope - it doesn't When you add up what I pay to PG&E every month and what I pay to SunRun, plus my true up bill, I do not save anything on my electricity bill I've been dealing with SunRun for four years and it does not get any better I'm stuck in a year lease and I cannot sell my home because a potential buyer will not want to take over my lease since they will not be saving any money SunRun is a very deceptive company -- BEWARE!

The whole process has been a nightmareIt took months to finally get an install dateThat original date had to be rescheduledThe second date approached and they had not shown upI looked on my Sun Run tracker and it showed the installation was in progressI called the rep and left a message, he returned the call stating it was his mistake he needed to rescheduleMy husband then called him to cancel the whole thingHe basically lied by reporting the installation was in progress to us and the companyMy husband was called by our sales rep who apologized and offered a $gift card to make up for the hassleMonday rolls around and we get a call from installers that they are at the house and need into the garageWe reached out to Sun Run and haven't had a return call or emailNow we have panels in our roof and Sun Run is nowhere to be foundOh and our gift card is NOWHERE to be found- after a verbal and email confirmation it was going to be sentHorrible company!!!!

on june I purchase a solar system, on January the first rain of the year came and I now have a roof leak, I called sun run and they sent a tech to investigate problemthe tech determined that the leak is coming from a vent for the bathroomI explained to the customer service rep that the damages where cause by the techs during the installation

The issues with Sunrun started when they reinstalled my existing panels and installed new onesThey improperly installed my old system, leaving it inoperableThey came back and reinstalled itA few months after I got them installed, I received my weekly summary of power usage from the electric company to learn that my energy usage went from -62KW the week before to 84KW that weekI learned that the new system tripped the power breaker on the electrical boxI called Sunrun and they returned my call to tell me that they were opening a ticketOne week...no return calls and no one came out to look at the problemI called back in a week and was told that there was no ticket open and, "if you would have called us we could have done some trouble shooting, but you never called"I had no idea I was supposed to call them because they opened a ticket! In addition, I asked why no one contacted me to let me know my system was down for days, even though they are supposed to monitor the pr

My daughter told her roommate, a SunRun representative, that I was interested in solar panels, but we would be selling the house soonHe said the program would be installed at no cost to us, would save us money, and they would come out to remove them and return the roof to its original condition, saving all the tiles, for $whenever we likedHe arranged to have someone come out to measure the roofThat gentleman said he had no info, was just there to measureOver the next month or two I called several times to see when someone would be coming to discuss the plan, or when I could see something in writing, but had no return callsThe roommate rep said it was someone else that would be contacting me and coming over, I assume because he was quite a ways distant from usOne night I got a call saying the installers would be at my house the next morningI said no, I had not seen anything in writing, and in fact would need time to check the company out and comparison shopEveryone p

I'm attaching the email we send to the company in one of many attempts to get a resolution on this matterThis email details the timeline and events of our nightmare with this company
Dear ***,
I had reviewed your money savings analysis, and as we spoke about it on the phone your analysis is monumentally off pointBased on the following points :
1- Before We switched to ***, we were under the *** program with ***, our bill was $for most of the yearLater months $
2- Around September a representative from *** knocked at my door, asked for my *** bill and promised his Company was in the business of saving money to people like us
- We believed him and switched to ***Since the switch, for a whole year we not only didn't save money, but we paid much more
4- The system was installed, December 6, For a whole year, No one from the Company monitor it, no one care to check if system was working properly
- January

I'm leasing solar panels from SunrunThere are panels of my system not workingThis is due toa faulty inverterThe same problem occured last yearIt tooks at least months to repair the systemI was told the manufacturer was out of businessThey said it would take time to come up with a repair solutionThey resolved the issue after numerous callsThey assured me that they came up with a solution and thatif it happened again they would be able to fix the problem with very little down timeWell my 2nd inverter burned outIt has been a month and there has been no progress in correcting the problemAfter having calling Sunrun twice and there service company (Trinity Solar) onceI'm getting the same response as last year (The same reason)This is totally not acceptable and unbusiness likeMeanwhile they are still charging me the same leasing feeWhich comes out of my bank account automaticallyPlease help me! Sincerely, Bart ***

Initial Business Response /* (1000, 5, 2014/04/29) */
Thank you for taking the time for bringing this issue to our attention and providing Sunrun with the opportunity to find a resolution to your concernsThe production of the solar system installed on your home has been affected by damage
to the system's microinverters due to a power surge from HELCO's utility gridSince this is an extremely rare occurrence that is not covered by the manufacturer's warranty, the timeline to resolve this issue has been longer than expectedWe apologize for any inconvenience this situation has caused and assure you that replacement parts are on the wayFurthermore, our partners at RevoluSun will expedite the repair process as soon as the replacement materials arriveAdditionally, you are protected by the Sunrun performance guarantee which will ensure that you will be refunded for any electricity you were promised that the system did not produceOnce again we apologize for any inconvenience that this situation has caused you and assure that it will be resolved as quickly as possible and you will be protected from any lost production by the Sunrun performance guarantee
Initial Consumer Rebuttal /* (3000, 7, 2014/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SunRun contractor Revolusun installed seven replacement Enphase micro-inverters on May It will take several days to determine if the PV system is working correctly
Meanwhile, the SunRun response offers no concrete compensation for power lost while their PV system was not functioningSuggestions that un-specified protection from "any lost production" might occur at some un-determined date does not compensate us for elevated power bills that we have paid while waiting for SunRun to perform needed repairs
THE MIDDLE GROUND: A house within block of ours uses the same Enphase inverters, which allow power production tracking over timeThe principal difference is that their system has only PV panels, while ours has (a larger system)During the period from February, when power was initially lost, to May 2014, their (smaller) system produced kWh of powerAt $0.43/kWh (the going HELCO rate where we live), that amounts to $This compensates us only for a portion of the power lost when our system was completely down, not for the month or more when it was operating at half production or less or for full system capacityA check from SunRun for $would reasonably resolve the problem
Final Business Response /* (4000, 9, 2014/05/14) */
Thank you for taking the time to respond to us regarding your concerns with the repair of the solar systemWe are grateful for your patience with the amount of time that it took to repair the system installed on your home and apologize for any inconvenience this has caused youOur Maintenance and Monitoring team has been closely watching the performance of the system since the repairs were completed and is happy to report that the modules are functioning wellIn the past days, we have expected the system to generate kWh of electricityThe actual output of the system has been kWh of electricity during this period
We would be happy to compensate you for the electricity that you did not receive while the system was out of service at the rate you paid the utility insteadFor the kWh you did not receive, we will compensate you at the rate of cents for a total of $Sunrun will provide you with a check in that amount
Once again, we apologize for any inconvenience the timeline of these repairs has caused you and please feel free to let us know if there is anything else we can do to ensure your satisfaction with your solar power serviceThank you for choosing to go solar with Sunrun

Complaint: ***I am rejecting this response because:
Sunrun did
contact me about my complaint The escalations department contacted the billing department So far, I have received three different amounts as the amount they claim is due It is very confusing that the billing department does not seem to know how much they think I owe I have requested an itemized statement of billings and payments to try to figure it out for myself I am still hopeful this can be resolved but they are very difficult to communicate with
Sincerely,*** ***

1) The company did not provide enough solar panels initially, so when they came to adjust the issue, they told us we wouldn't be charged, but ended up charging us anywayWhy are they charging us for their mistake? 2) They send out multiple bills a month, without any explanation, and take money out of our account automatically3) We have asked several times for explanation of bills/services/contracts, and they never provide them or follow through with any of their promises4) They constantly threaten to turn off our services if we don't pay their unsubstantiated bills5) They had my husband sign a contract without explaining the service they were providing to him, and that bill resulted in them charging us $***Why are we paying for their mistake? 6) They never let us talk to anyone who can help usInstead, they keep us on hold, put us in customer service loops, and never return our calls7) We are constantly battling them, and they refuse to resolve issues, and instead ignore

I purchases a solar system from Sungevity Solar, which has now went out of business, Now I am told SunRun Solar is to whom I am to make paymentsUntil I started having issues I was making timely payments, Problem started with my roof leaking due to spikes from system being installed on my roof, they sent someone once that chalked several spots in attic, which failed to stop my leak, second is in March I had the main Inverter on the system fail and when I called in the complaint of system failing, it took over a month to have someone look at the system, And I was told inverter was bad, that they would have to replace, That took another month and a half before my system was up and running, So I in return asked for a credit and also for my roof leak to be fixed, And the only think they wanted was for me to pay for the months the system was not working, So to make this shorter, They take forever to get to fix my issues, But only a day to shut my system off

We just had a Sunrun solar system installed in June Before we signed the paperwork we specifically asked what happens if the system breaks We were told that Sunrun would take care of everything We were also told that are only other out of pocket expense would be $a month to PNM, unless we drew more then what our solar system was producing then the excess would come from PNM That is fine no problem Our system broke down August 17th, we were never notified, it was not fixed till Auguest We were then told we would have to pay the full Sunrun bill and the full PNM bill and maybe if we had some some performance credit in two years we would get a refund And that if happened again we would be expected to pay both PNM and Sunrun again This was not ever covered in the sales pitch, we asked multi time what would happen if it broke down and were told everything was coveredSpoke with a Supervisor's supervisor who offered to credit us for this occasion but we would be responsible for paying double bills if it happened again in the future

I dont have enough space to list all issues I have had since signing up with Sunrun but I will say it has been the worst decision I have ever made as a homeownerSince my system was installed (over years now) it has not once produced the power promisedEven with my Sunrun system I am paying the electric company between $and $a year Please dont be fooled by the "guarantee" they offer on your power production, it is a scamWhat it does is pays you for what they dont produce however it does not come close to covering what you will pay your electric companyThe purpose of solar is to keep you in lower tiers with your utility companyWhen solar under produces your tiers go up and you pay the higher rateFor example my Edison bill last year was a bit over $1300, Sunrun gave me about $back in underproduction and I get stuck paying the extra $out of pocket to EdisonSunrun has done nothing to fix the issue and the customer service is nonexistentThe folks who answer the calls are always very polite however they cant resolve your problemsThey promise a "supervisor" or the right person will call you back but nobody ever doesOddly every time I call all of the supervisors are "in a meeting" all at the same timeSince I am in a contract there is really nothing I can do and they know itNext is their "warrant" they speak ofIt sounds great that they will monitor your system and do any and all repairs for freeHere is the issue with thatAbout two years after my under producing system was installed my "inverter" went out during the summer months which means I was producing zero powerSunrun let me know that they were out of stock and it would be months before they fixed itI asked if that meant they were not able to do any new installs across the entire country because they had no inverters and of course they said they had inverters to do new installs but none to repair the systems of their "valued" customersSo I went many months of no solar at all but don't think for a second they will let you stop paying them even though they wont repair your systemAnyway my Edison bill was $that year and what Sunrun refunded me didn't even come close to covering itIf nothing else please do your homework and get quotes from several reputable companies before you go solar and truly understand your contractI made mistakes as well that are completely my own faultI am paying Sunrun more money for less power than some of my friends/relatives I was able to steer away from Sunrun to other companiesThe salesman gave me a good pitch and I signed up without shopping aroundThat is completely my fault but all I have asked from Sunrun is to simply produce the power I am paying for and they have not lived up to their end of the deal one time since I signed onAnd again, your in a contract for a very long timeOnce they have you on the hook they have zero motivation to help youAll I can do at this point is tell my story in reviews and hang out with the poor sales representatives at Costco and warn all of their potential victims about what they are really getting with SunrunI don't know if there is a way for potential customers to contact me direct from here but if there is feel free to message meI will be glad to explain all of the issues I have and what I have learnedI really don't want to see anyone get stuck in the same situation I am in