Sunrun Inc.

Initial Business Response /* (1000, 6, 2015/11/03) */
Thank you for taking the time to share your concerns with us. A Specialist has been in contact with you regarding the solar incentive bonus. We are happy to have resolved your concerns favorably. Should any other questions or concerns...

arise, please reach out to the Specialist in contact with you.
Initial Consumer Rebuttal /* (2000, 8, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your expert handling of this case. Nicely done! SunRun made me a happy camper by rushing a $500.00 check via next day air. I really appreciate the Revdex.com's help and thank you. Best regards, [redacted].

Sunrun solar. That SunRun Solar is harassing and making threats to me.After I decided to cancel my service with sunrun the are harassing and telling me that they gonna send me to collection if I don't pay A $1500 Even if nobody came to my house on my appointment day I was waiting for them the whole day just for nothing very un responsible company . .

I live in NJ and when my wife and I met with the Sunrun sales rep several times made commitments to us that Sunrun will not honor. Specifically our sales rep is no longer with Sunrun tol both my wife and I that since we are leasing the solar array if we sold our house and the prospective buyers didn't want the solar lease and or payment Sunrun would remove the solar array, I read this same complaint from several people on the Sunrun [redacted] site, since we are going to put our house up for sale I called Sunrun and asked about how to go about this should a prospective buyer didn't want it. I was told by Sunrun my sales rep was incorrect and that the sale of my house would have to be contingent upon the prospective buyer accepting the lease, otherwise we couldn't sell to this prospective buyer or I could pay off the lease which is a 20 year lease and I would not recover the expense through the sale. This extremely limits my ability to sell the house. My sales rep also told me that if we received heavy snow some one contracted by Sunrun would come and clean it off to realize the solar credits from the sun, after a rough winter a year ago we received well over a foot of snow and I called sunrun telling them what our rep told us, they laughed and said they don't do that and since I am disabled I am unable to do it thus loosing the solar credits due to the heavy snow and ice on top of the solar array. This having a direct impact on selling our home I am very dissatisfied with the Sunrun company not standing behind what their sales reps commit to, and it wasn't only mine because the [redacted] complaints the same as mine were from different states.

Initial Business Response /* (1000, 5, 2015/08/10) */
Thank you for taking the time to share your concerns with us. We take the safety of our customers very seriously and this case is being handled with high priority. Our file shows we are currently in contact with you to have all damages...

repaired as soon as possible. We will stay in close contact with you until we come to resolution. Thank you for your patience.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am Sorry but I cannot accept your response, due to the fact that most of it is UN-True, It has been Several weeks since I heard from anyone at your company, and here are the last 3 responses that I did get from representatives of your company.
1) [redacted]. said during a phone call on 07/22/2015 I see you have 3 claims here for damages to your home and business. I want to let you know we will NOT be paying ANY of them, And we are sending you to collections.
2) Charles Branner. said during a phone call on 07/24/2015, It does not matter that Billing has been suspended on your account you have now been sent to collections, and the entire amount of the solar system over $58,000.00 is now due and payable immediately.
Also on 07/24/2015 I received a letter from your collections dept that says during the Week of Aug, 3rd one of Sunruns partners will be Visiting my property to DE-activate the solar facility.
So just to recap, the last several communications that I have received from your company have not given me any indication that you are actually going to repair anything. In Fact it is quite the opposite, My Claims were denied, I was sent to collections, and I was told that one of Sunruns partners would be De-Activating my system.
So I am not sure how your file says that you are in contact with me to complete the repairs when I am receiving notices from collection departments, and other notices telling me that you will be deactivating my solar system. None of that sounds to me like you are working diligently to complete the repairs to my home !
your response says and I quote " Our file shows we are currently in contact with you to have all damages repaired as soon as possible."
So I hope you can see the conflicting information that I am getting out of your company, and how I cannot accept the response that says you are going to repair any damages because I don't believe that to be true.
Send me something in Writing that says you will be sending Checks for the repairs, or better yet since you have most of the Repair quotes already send the checks to at least get the repairs started. $1127.94 for the carpet, so my home will no longer smell like burning plastic.
$7600.00 for the Electrical inspection and Spa and generator to be installed. Then we will see what the inspection reveals and what repairs will ultimately have to be completed to make my home safe again.
That alone will restore some of my faith in your company and show me you take the safety of your customers very seriously.


Final Business Response /* (4000, 9, 2015/08/26) */
We have been continuously attempting to get in touch with you to have a technician look into the roof leak. Please contact your Specialist so we can move forward towards a mutually agreeable resolution.
Final Consumer Response /* (4200, 13, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In addition to the roof, there are other areas that still need attention, You have the quotes for the Carpet, and the Electrical work, that still need to be done. As well as Lost Income all of these issues need to be addressed. Not just the Roof leak.
An acceptable resolution to the whole situation would be to send the checks that I was told were already on their way, for the Carpet, and the Electrical repairs total: $7827.94
Once those checks have arrived and the repairs have been Scheduled, It would be very Easy to get all the repairs completed at once, So I don't have to continue taking time off of work for one repair after another.
Otherwise, What you are proposing would mean that I would have to take a day off of work to meet the roofer here to assess the roof leaks, Then I would have to take another day off of work for the roof repairs to be completed, That is if the Roof repairs can be completed in one day, Then I will have to take a day off of work for the carpet to be replaced, Then I would have to take one or more days off for the Electrical Inspection and repairs to be completed. That many MORE days off of work in addition to the over 30 days I have already lost is just UN-acceptable.
Lets make this easy on each other and just get it all done at once, then everybody will be happy...

Initial Business Response /* (1000, 5, 2014/02/10) */
Thank you for taking the time to bring this issue to our attention. Sunrun is dedicated to fulfilling our obligations and Marketing promises. We sincerely apologize for any inconvenience caused by this issue. To confirm, the $250 you...

refer to was credited to your account on January 24th of 2014. You can see this credit on the "Transaction History" section of the "Billing and Payments" page of our customer website. Please let us know if you need assistance logging on to this resource. Thank you once again for bringing this issue to our attention and we appreciate that you chose to go solar with Sunrun.

Initial Business Response /* (1000, 5, 2014/11/17) */
Thank you for bringing your concerns to our attention. We take customer concerns very seriously and appreciate the chance to resolve your concerns. We apologize for the what transpired but are glad we were able to meet your request in...

releasing you from your Sunrun agreement. If there is anything that we can do for you in the future please let us know.
Initial Consumer Rebuttal /* (2000, 7, 2014/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They let me out of the contract. The outcome was acceptable;

Initial Business Response /* (1000, 5, 2015/04/07) */
Thank you for taking the time to share your savings concerns with us. After reviewing your file, it looks like you have been in contact with a Specialists and actions are underway to resolve your savings concerns. Thank you for your...

patience as we complete this process.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are talking but nothing has been resolved as of this date
Final Business Response /* (4000, 9, 2015/04/20) */
We are happy to hear that you have been in contact with a Specialist. The documents required have been mailed directly to you. As soon as we receive the signed copies we will be able to resolve the issue. Thank you for your patience.
Final Consumer Response /* (2000, 11, 2015/04/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/06/25) */
Thank you for taking the time to share your savings concerns with us. We have performed a savings analysis for the previous year which produced a favorable outcome. A Specialist has been in contact with you offering to do a follow-up...

analysis to ensure you are still on track. The information on the increasing utility rates is based on historical data. We will continue to work with you towards a resolution. If any other questions or concerns should arise please reach out to the Specialist that has been in contact with you.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a response since my e-mail on June 24th and no resolution has been reached.
Final Business Response /* (4000, 10, 2015/07/06) */
It looks like a Specialist has been in contact with you the last email being July 2, 2015. If you have any further questions or concerns please reach out to the Specialist that has been in contact with you.
Final Consumer Response /* (4200, 14, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sun Run will not make any concession.

Initial Business Response /* (1000, 10, 2015/11/13) */
Thank you for taking the time to share your concerns with us. Our Customer Care Manager has reached out to you to address your concerns regarding the roof shingles. After investigating, it was found that the damage was not solar related....

Had these shingles been broken after installation it would not have passed [redacted] inspection. Unfortunately, we are unable to cover these costs.
Initial Consumer Rebuttal /* (3000, 12, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
How do 60 (SIXTY) "forever" cement tiles on a 9 year old roof, in a single file straight to the solar panels, suddenly break/fracture ??? This is a travesty, SunRun Solar should be ashamed !!!! (Remember, the subcontractor, Dean Peterson, is now a competitor for the solar panel contracts !
Final Business Response /* (4000, 14, 2015/12/04) */
Thank you for your response. Our Customer Care Manager has reached back out to discuss the matter with you. Given the time past since the install and the damage repaired already, Sunrun does not offer reimbursement. However we have asked the installer Petersen Dean to review their records again and reach out to you and clarify the situation.
Final Consumer Response /* (3000, 17, 2015/12/14) */
Still working with the company for an acceptable resolution to this problem; please keep this case " open", thanks again for your kind assistance !

Initial Business Response /* (1000, 5, 2016/01/04) */
Thank you for taking the time to share your concerns with us. A Customer Care Specialist has been in touch with you regarding the inverter replacement and is working on coming to a resolution. Should you have any other questions or...

concerns, please continue to discuss the situation with the Customer Care Specialist in contact.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not been able to contact the Customer Care Specialist from Sun Run. Several calls have been placed and no response to these calls. Unless they can locate an inverter and install same the issue will not be resolved.
Final Business Response /* (4000, 9, 2016/01/11) */
Thank you for your feedback. A Customer Care Specialist has been in touch with you and provided a resolution to replace the inverter and address the lack of production. If you have any further questions or concerns, please reach out to the Customer Care Specialist in contact.
Final Consumer Response /* (4200, 13, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was informed I would receive a credit on my bills from Sun Run. I have not received a credit to date. Until I receive this credit the issue has not been resolved.

Initial Business Response /* (1000, 5, 2015/09/25) */
Hi [redacted] - Thank you for reaching out to us. One of our customer care specialists has followed up with you and offered to resolve the issue regarding your rate and potential tenants. Thank you for contacting us, we are happy we could...

resolve this issue. Please let us know if there are any other questions or concerns.

Initial Business Response /* (1000, 5, 2014/02/19) */
Thank you for taking the time to bring this issue to our attention. We at Sunrun are dedicated to making sure we hold our installation partners to the highest possible standards and will take whatever steps are necessary to ensure that...

the system installed on your home is perfectly safe for you and your family. Additionally, we will repair any damages caused to your home during the installation. We have dispatched the solar company Helio Power to inspect the system to ensure its safety and conduct any necessary repairs to the equipment and/or your property. We apologize for any inconvenience these issues have caused you and thank you again for the opportunity to address these concerns. We greatly appreciate that you chose to go solar with Sunrun.
Initial Consumer Rebuttal /* (3000, 7, 2014/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The system is still on my home. I want it removed due to all the problems and misrepresentation of the product that my Wife and I have endured. We have not ever realized ANY cost savings and have had almost 3 years of emotional distress. I am currently not satisfied with the progress needed to make this happen as there are still unresolved issues that are stated in my initial complaint. Unless all done, I will can not remove this complaint.

Final Consumer Response /* (2000, 6, 2014/09/10) */
Sunrun has contacted us and has overnighted us a check. Thank you for your quick response.
Sincerely,
**

This company did everything they said they were and I'm very happy with the service I have received from Sunrun I recommended them to my kids as well

Initial Business Response /* (4000, 8, 2014/08/25) */
Hi [redacted],
Can you review the update added to this complaint? It appears this was added to the Sunrun complaint by mistake, as we do not work with Irma @ SC (we don't know who this is), nor do we work with Unisource. Also, the consumers...

complaint was not related to anything requiring a "hookup".
On August 21, 2014, the consumer provided the following information:
Yesterday, about 2pm we got a call from Irma a customer service manager at SC, saying Unisource had us on schedule for hookup that day. She asked if we would notify her if they showed up, so she could talk us through some necessary steps once hookup was completed.
NO ONE showed up yesterday, and as of 11:45 am today we have heard NADA from either company!
Sounds like another Stall Job to me!!
mo kling
[redacted] Senior Customer Care Manager
Sunrun Inc.

Initial Business Response /* (1000, 5, 2014/11/18) */
Thank you very much for bringing your concerns to our attention and for taking the time to discuss a resolution to those concerns. If you have any additional questions or concerns in the future please do not hesitate to contact us...

directly.
Initial Consumer Rebuttal /* (2000, 7, 2014/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a phone call from Sunrun 1 day after submitting my Revdex.com claim. They told me that the install company ( Roof Diagnostics ) was bought out by( NRG ). When we had our system installed by Roof Diagnostics, the no-cost of the removal and re-install was something they offered. Since the buy-out by NRG, they no longer offer that. The woman that I spoke to, apologized to me, and said that they were not aware of that offer. They are noting in my account and sent me an e-mail saying that we will not have to pay for the removal and re-install of the panels when we need a roof in the future. That's all that I wanted. Too bad it took almost 3 months and a Revdex.com claim for an answer. Thank you.

If you are thinking about switching to solar power for your home, and you live in Central Maryland, I urge you to think twice about using SunRun. We have been dealing with them since March 14, 2016, if you want to count the evening I messaged a representative about a consultation. After running the numbers against our now astronomical electric bills, switching made sense and SunRun seemed to have the best return compared to other companies I researched, so we signed up. The site audit was pretty quick, which would have been nice if the fact that we live in a townhouse had been considered, and led to a whole host of issues later because it was not done properly (I did not realize this until installation). All of the contract signing, design approval, and other paperwork is done electronically through DocuSign, which is nice, and the design team followed up with phone calls if there were questions to be answered. But that is where our positive experience ended with a screeching halt.
Our installation day was tentatively scheduled to happen of May 20th, which it did, but it certainly was not problem free. Our appointment was never confirmed by the Install team, despite the fact that I had reached out a couple of times that week leading up to 5/20, including the afternoon before. I did, however, get a phone call at 7:58 the morning of the 20th stating that the crew got a late start and they were still at the warehouse procuring their materials (they were supposed to be at my house between 7-8 am). They arrived close to 11:00. At just after 12:30, a mere hour and a half after they began, I get a phone call telling me that they are having issues with placement of the PV meter and emergency shutoff. They explained where they wanted to install it (directly next to the front door), and I swiftly denied that request, both for aesthetics and a violation of my HOA’s Architectural Covenants. I asked them to find another suitable location, such as the back of the house or the basement wall and let me know prior to installation. I was told that neither was possible, and they would figure it out. I got a text message later that afternoon stating that the installation work was complete and a request for inspection was submitted. Great! Get home and find that the meters are installed on the SIDE OF MY TOWNHOUSE, which extends beyond my property line, into my neighbors property! I was obviously displeased. I also found out that there was an issue with the breaker panel that although photographically documented during the site audit, was not address during installation.
Inspection time rolls around, and after a bunch of hiccups courtesy of technology, we get it done. And FAIL. Which is really no surprise, considering the complete lack of attention to detail thus far. The meter and the shutoff switch have to move from the side of the house and away from the property line, the conduit coming from the panels needs to moves as well. Eventually, the meter wound up in the basement like I had originally asked for, and the shutoff went next to the meter for our utility company. It took several visits, none of which were confirmed by the branch, by me having to hound them constantly for information and confirmed appointment dates and times. To say that I was angry at this point is an understatement of unimaginable proportions. Today is June 24, 2016. We have been working on this installation project for over a month. One month and 4 days, to be exact, to install solar panels on a 1000 square foot townhouse. I have destroyed sided, a flower bed that has been trampled, a hole in my roof and the soffit that now has conduit running through it, and 12 solar panels that I now really have ZERO desire to turn on, because the thought of continuing to do business with SunRun makes me both angry and incredibly anxious. I literally BEGGED to the point of tears, [redacted] (Central Maryland Branch Manager), [redacted] (Northeast Regional Sales Manager), and [redacted] (Northeast Regional Operations Manager) at several points during this debacle to get the panels off my house and just put it back the way it was, but I let myself get talked into completing the project with promises of compensation for our frustration and lost time. Guess who I have not heard a peep from in over a week, now that installation is complete? At the very least, the Regional guys, each of whom assured me that they would personally take accountability for the myriad issues experienced during this project.
So, the end result is that yes, I have a solar system on my house. Am I happy about it? Not in the least. And at this point, despite all the promises made to rectify all the wrongs, none of which have come to fruition (like using nearly a dozen opportunities for improving customer service as it relates to scheduling and confirming appointments, both directly out of the branch and with sub-contractors!). As it stands, SunRun is the only one benefitting from this situation. My husband and I? We still don’t want to be dealing with you, and will stand by our statement that agreeing to do business with your company has been one of our most regrettable home-related decisions to date.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2014/09/16) */
Thank you for taking the time to bring this issue to our attention. Sunrun is dedicated to fulfilling our obligations and Marketing promises. We apologize if information about our referral promotions was not clearly communicated to you. ...

During the promotional period, we were offering $1000 to the referrer and $500 to the referee. In your case, your referral was a "Self-Referral." which pays $300. To make up for the confusion we will be offering you $1,000 for each of your two self-referrals.
We will also be following up with you soon to share the additional details you requested in regards to the Elm referral.

Better...

Business Bureau:I have reviewed the response made by the business in reference to complaint ID [redacted]1, and find that this resolution is satisfactory to me. Sincerely, Albert Ingalls