Sunrun Inc.

We purchased a Power Purchase Agreement (PPA) from Sunrun in *** of ***The rooftop solar system was installed by Bonterra in *** ***The system has not been turned on to connect to *** Electric Companies electrical grid*** Electric Company representatives confirmed that the hold up is due to Sunrun not following through with the proper documentsIt is now *** and despite my wife calling at least once a month, not**ng has been doneThe Sunrun representatives always say they are going to look into t**s, but not**ng happensSunrun has not made any follcallsToday, the Sunrun representative said there is not**ng they can doT**s is unacceptable and is costing us a lot of extra money with no benefitWe are losing money every month and paying off a home equity loan taken out for the PPA with no benefit to us

I sold my home on June 30, and sent the required papers to Sunrun to transfer my contract to the new ownerAfter six months of constant telephone calls to Sunrun they are still deducting money from my checking account and charging me for service I no longer have

When we were initially sold the Sunrun service, we were told by the sales person that after installation of the panels, Sunrun would guarantee our roof for yearsWe were NOT told that our roof had to have a year guarantee BEFORE panel installationAfter inspection of the roof, we were contacted by Sunrun and told that there were soft spots in the roofWe informed - in writing - Sunrun that we could not do a new roof installation at this time and we would not be proceeding with the Sunrun installationWe also asked that all communications between us and Sunrun be handled via email (in writing)Neither of those requests/submittals were adhered toSunrun continues to call and harass us to install a new roof so they can put the panels onI cannot get someone to contact me in writing and I cannot get them to stop contacting us via phone

I had solar panels installed on my roof about years agoRecently I had a water leak in my roof and called Sunrun to discuss the issueAfter reviewing the situation, due to the solar panels on my roof, I now have some sort of animals living / nesting on my roof, under my panelsWithout the panels, my roof is 100% exposed to the elements and no animal could / would live thereThe animals now living on my roof have started to dig holes through my roof which is causing the water damageThe solar company feels that although no animals would live on my roof without the panels they are not responsible for any damage done to my roofThere is zero chance that I would have a leak in my roof (regardless of cause) if these panels were not thereThey are now looking to have me pay for the roof, pay for the removal of the panels and if I want, to install Critter guardsNot sure why they offer critter guards if they feel there is no risk of damage

We had a site review and were told that "x" amount of panels will fit in our roof, and that we had excellent south exposed roofWhen they sent our contract through email (PDF) to sign the layout on the amount of panels that they had promised was not the same and the roof layout they promised was totally different (in fact they were not even going to use the south exposed roof at all)Luckily I reviewed the contract and called them several times and even talked to a Sunrun representative that was down the street and was promised that someone will contact me and/or come by to review contract with me and months later nobody has called or reviewed with me in person---- Please review contract and layout before installation ---- Still waiting for a call !!!!!

*** Arizona Set appointment with salesman"***" for solar system installation quoteI got an appointment for a wk later.He asked the usual over the phone, what's your credit score, financing optionsI let him Know this was going to be a cash deal7pm the night before he calls me to let me know "they" double booked him and he wanted to see what other day I hadI said immediately over the phone to cancel it I feel this was a sign from God not to use themI also after the cancellation read some of the reviews, this was definitely God protecting meI also was wondering why he chose me for the person to have to rescheduleWas it because I had a Mexican last name or that I was paying cashI'm sure they make a ton more money with all that leasing financing junk If you read their website, their number one priority is producing clean energy not saving moneyIve decided to just hit up some independent guy off ***, big companies suck these days

See Attached

Towards the end of *** I was convinced by a salesman, *** ***, to install Solar Panels on my fairly new house in *** **I was impressed by the fact that it was a State sponsored program, approved by the then governor, *** ***, in order to fight Global Warming, at no cost to the consumerSince Global Warming is for real, I wanted to do my part in saving energyAt that point, I asked a few questionsHow much will my monthly electric bill be after the solar panels are installed? He replied that it would be half the amount we currently payAfter a quick calculation, he concluded that my average monthly bill would be no more then around $*** What I had heard so far was like a dream! Number question was, "What if something will go wrong while we were in *** for the winter? His answer was, "Not a problem, because we monitor the system from the office with the phone." (By the way, lately, talking to another major solar company, I found out that I should have

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!

Initial Business Response /* (1000, 6, 2015/09/08) */
Thank you for taking the time to share your concerns with usWe are always striving to improve service request times and apologize for this delayA Specialist has been making attempts to contact you to let you know a technician has been
on site to reset the LCD screen and resolved the data logging problemThank you again for this feedback and should any other question or concerns arise please reach out to the Specialist who has been attempting to contact you
Initial Consumer Rebuttal /* (2000, 8, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The technician was out on 9/and repaired both the LCD screen and the software with the data loggerGiven that the previous repair failed after days, and we have a period of very hot weather, the technician and I are remaining in contact
If the system remains fully functional through 9/14, I will consider the problem resolved

Initial Business Response /* (1000, 5, 2015/05/27) */
Thank you for taking the time to share your experience with usWe are extremely sorry for the inconvenience this has caused and want to assure you this is not the processWe will investigate your case to find where this
disconnect occurred to prevent this from happening in the futureWe are consistently making strides to improve service response time along with customer experienceIt looks like a technician was able to resolve the system issueDuring the time the system was down you will be protected by our performance guarantee
Initial Consumer Rebuttal /* (2000, 7, 2015/05/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The unit was repairedhowever, it took days to replace a fuse, when a sunrun service shop is only blocks from our homeThe technician that repaired the unit drove approxmiles one way to our homeVery Very unbusiness like

I hired this company to install solar panels on my home to save money on my electric billI was told by the salesperson my monthly bill would be $plus a token charge from national grid of $- $monthlyMy national grid bill last month alone was $Add these two bills together and my bill was 165% higher than the same month last yearI was deceived by the salesmanI am on social security and cannot afford these chargesI would never have agreed to thisWhere is my savings? They haven't returned my phone call for more than thirty daysI never received a printed contract, even though I requested itAfter installation, my front yard was littered with red & blue cable ties and metal washersThe electrician did not complete his work for a month

Sunrun was fairly good about providing updates prior to my system installationThat is where the good experience endedCustomer service is very poorThey rarely call backMy meter was wired backward and it took about a month for them to finally come out and fix itNow my monitoring is not working correctly and shows that the solar panels are doing zero even though the batteries are chargingMuch of the time I am still pulling some electricity from the grid when I have plenty of battery and or sunOver all I am very unhappy with Sunrun and cannot recommend them even though I would like to

My Sunrun Dashboard allows user to see production of their solar system for day, week, month, year or a set date rangeI started with Sunrun mid Jan My month, year and historical data has never workedI contact Sunrun support on 2/4/to report the issue and they said they would elevate issue to get this resolved2/14/I called Sunrun support again and they said its been elevate and there is nothing more that can be doneI asked to speak to a supr and they said it wouldn't help...IT dept doesn't take callsI received this reply back on 2/16/18: "Hello William, I am a Customer Care Specialist at Sunrun and am following up regarding the feedback you providedI had a chance to review your my sunrun accountIt looks like this issue has been resolveI’m able to see your daily and weekly production on the websiteYou will not see monthly or yearly production right now because you just turned your system on a month ago todayIf you are still not able to see your production

Sun Run is a solar leasing companyThey used *** as their sales and installation contractor*** drawings showed they would install the solar panels leaving 3'-10" of clearance to the edge of the roof for safe access around the panelsThe actual clearance is only a few inchesI have been trying for years to get Sun Run &/or *** to correct the problemThe Agreement with Sun Run says to try to resolve issues informally by addressing letters to Susan Monson at a *** *** addressShe responded for the first few yearsIn February, a certified letter to her was returned from the post office "Return to Sender/Attempted-Not Known/Unable to Forward"My attorney's *** 27, *** letter to Sun Run's Legal Operations Manager, Jennifer Talcott ([email protected]) demanding a response within days has not been answeredThe demand is for Sun Run to remove the panels and terminate the Agreement

In my husband signed up for a year solar lease agreement contract with SunRun SolarHe had been on oxygen 24/for approxyrs with having only 1/of one lung operational at the timeAnyway, I was not a part of this contracted lease agreement even though we had a Power of Attorney in place since he became ill to the point medically with the depleation of oxygen to the body/brain could possibly affect his ability to make sound decisions and had VA recognized PTSD from Vietnam as wellHe passed away 07/10/as a result of these disabilitiesWe were at the end of a refinance on our home and he passed before the final disclosures could be signed, so everything just stopped until all income I was to receive could be verified (ie: Social Security / VA Survivor benefits)Well after careful review of all my bills, I called SunRun Solar who my husband contracted the lease with about his passing and ask them to please come and remove the solar panels and system because I could

PLEASE STAY AWAY FROM THIS COMPANYThey are bad newsHorrible customer serviceHave bills now instead of one and they do not careI have had the system for years and it has broken down twiceTook them over a month to fix each timePromised a performance guarantee every JanuaryThis January they just forgotIt has been weeks since I complainedMultiple emails and only vague responses like the billing dept is working on itAfter a while they even stopped respondingDo not sign a yr leaseThe headaches are not worth it

We are leasing a solar system from SunrunWe started this lease in In August of we were informed by Sunrun that our solar was under producingWe have contacted them many timesAs of April 2018, our solar is still not producingWe have asked them to resolve the problem many times, yet it is still not doneMy True Up bill with PG&E, as of April is $In April of 2017, my True Up bill was $We leased this solar system to cut our PG&E rateNo one is fixing our solarIt has been months and repairs are still not done and our system is not producing

Initial Business Response /* (1000, 5, 2014/12/29) */
Thank you for bringing these concerns to our attentionWe have reached out to you in an attempt to resolve this issueWhen you are available, please reach out to us to discuss your concerns
Initial Consumer Rebuttal /*
(3000, 7, 2015/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received their message and returned leaving a voice mailThey have offered $off each monthly bill for year while they evaluation the problemThey did not credit my account for funds already paid as they committed to do months agoNo return call has been received to date and their product performance does not meet the terms and conditions of our agreement
Final Business Response /* (4000, 9, 2015/01/14) */
We are happy we could come to a favorable solution after making contact on January 6, We appreciate your patience while we worked to resolve this issueDo not hesitate to contact us with any other concerns that may ariseThank you for being a Sunrun customer
Final Consumer Response /* (4200, 11, 2015/01/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Only a discounted monthly amount offered for a period of twelve months effective January 1, This discounted monthly amount was not applied retroactive to August, as they had indicated they would doThey applied a credit on my account to the full monthly amount from August to December and refuse to credit as promisedSeeking the advice of an attorney to further explore my options

We are long time customers of SunRunIn fact, we have lease contracts with them for two separate sets of solar panelsOur experience with the first lease wasn't so great (e.g., we were never fully explained the amount of energy coverage the panels would provide nor the concept of the Annual Trfrom PG&E)Much to our surprise, we received an exorbitant bill from PG&E and have had to deal with itDespite the above, we went with SunRun (again) when they came to our home years later and solicited the opportunity to expand our panels to fully cover our typical energy usageDuring this second process, the SunRun sales rep had assured us incentives such as multiple credits with Comcast/Xfinity (since we are customers of that service as well) in addition to "referral bonuses" that she would provide us - all of which roughly equated to several hundreds of dollars in savingsTo date, we have received zero such dollars in incentivesI've reached out to the sales repI've also