Sunrun

I put a $ [redacted] deposit for a solar panel purchasedthe city did not approved the installation due to a room I did not have a permit, Sun Run cancelled my projectThey told me they will refund the $ [redacted] to me since 6/22/***I called 7/20/ [redacted] spoke to Angie, called 8/3/ [redacted] spoke to Dominic ,called 8/22/ [redacted] spoke to Justin, keeps telling me they email the treasury department , and will contact me, never a call or email from Sun Run since 6/22/***

We purchased a Power Purchase Agreement (PPA) from Sunrun in [redacted] of ***The rooftop solar system was installed by Bonterra in [redacted] ***The system has not been turned on to connect to [redacted] Electric Companies electrical grid [redacted] Electric Company representatives confirmed that the hold up is due to Sunrun not following through with the proper documentsIt is now [redacted] 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

Terrible company and customer service! I just called and asked why I still couldn't not get any readings on my meeter and the customer service person explained the system hasn't updated yet and if it doesn't in a few days that they will send a technician out to service itI asked if it would take another weeks for that to happen as it just took weeks for them to turn it on after it was shut out for non paymentShe proceeded to tell me "no that is more of a punishment for non payment" since its back in good standing part of your service contract we send someone out to look at the systemWTF kind of company openly punishes their customerslet me tell you that the only reason my solar system was shut off in the firs place was because of their own negligence as well! Absolute garbage company that I would not suggest using at all! After setting up a new account because we purchased the home with an existing lease, SunRun never connected our new email address to the account systemWe were not getting any readings from the account because they never connected the two in the back end, therefore we didnt pay the bills coming in because we had no clue if we were receiving solar energyCustomer service explained to me that it should have been caught by collections when they first called and talked to us about the amount of which I explain my disappointment in extremely high electrical bills still and that I could not see any stats to show what I was generating for solar productionThey then told me they shut off my account for non payment even tho it was their fault for not connecting the account online for me to be able to view usageThen said the only way for us to come out and set it up is if you paid the full balance dueTo kick it all off we now have not had solar power generating any energy in the highest generating months of the summer so far, of which Sunrun stated they will not credit anything on our account and that its all our own fault for not contacting themThe customer service rep was extremely rude and if we were not forced to carry on the existing lease of the solar system I would rip the thing off my roof in an instant! Would not suggest using this company to a single person I knowIn fact I would RUN as far away from any rep trying to sell you their services The fact I was just told that we have been punished for back bills and that a service tech was going to take extra time to come back and turn our system on blows my mind!

Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ We apologize for any inconvenience and frustration this has causedAfter working internally we have confirmed that the cancellation of your contract is in progressWe thank you for your patience while this issue comes to a resolution

Sunrun contacted us that our system wasn't working properlyThey contracted a tech quickly who told us to check with our Power company about our voltageWe did that and found nothing had changed and our power company was supplying us with exactly what they have been since our system was installedThe voltage is in the allowable limits of what the power company is allowed to supply and within the limit of what the inverter can handle, according to the instruction manualThe phone number that the contracted tech gave us was disconnected and so we contacted Sunrun again for further supportWe are not receiving any satisfactory level of serviceWe call every day and we are told Emily (who we have yet to have any contact with) is our case workerSome promise a call back and everyone tells us to be patientAll the while we are days into minimal productionThey have been consistently claiming it's a power company issue and obviously don't even know the specs of their own products

Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ Thank you for taking the time to share your concerns with usA Customer Care Specialist has been in touch with you regarding the inverter replacement and is working on coming to a resolutionShould you have any other questions or concerns, please continue to discuss the situation with the Customer Care Specialist in contact Initial Consumer Rebuttal / [redacted] (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 RunSeveral calls have been placed and no response to these callsUnless they can locate an inverter and install same the issue will not be resolved Final Business Response / [redacted] (4000, 9, 2016/01/11) */ Thank you for your feedbackA Customer Care Specialist has been in touch with you and provided a resolution to replace the inverter and address the lack of productionIf you have any further questions or concerns, please reach out to the Customer Care Specialist in contact Final Consumer Response / [redacted] (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 RunI have not received a credit to dateUntil I receive this credit the issue has not been resolved

TO Revdex.com I send The following Complaint to SUNRUN,INC via certified mail on 10/03/2017.Arbitration has to take place within days but so for I have not heard any thing from Sunrun,Inc.Their staff members are so rude and dis respectful.So,I request Revdex.com to to please resolve my issue with Surun since they are not listening and even told me they do not care do what ever you wantI am sending this complaint to dispute because of some problems that have come about .Our initial contract was for kw hours,but then was changed,without my knowledge to kw hours.Why this change was done? Is it because my roof was not able to hold the number of panels required for that amount of kw hours?was it because the system was not going to create the kw hours promised? One year after installation ,I received a huge bill from Edison for $2870.38.I was not expecting that.Was this because the promised kw hours were not produced?It was only after this bill from Edison did I le

On 12/31/ [redacted] we meet with a sales rep named Tamir who represents the SunRun solar companyHe informed us that if we signed up for solar, we would receive $ [redacted] latest weeks after installationMy wife and I told him that we would like to think about it and he stated that it was the last day to receive the $ [redacted] for signing upUnder pressure we signed the contract and were installed the end of January ***It is now April 21, [redacted] and we have yet received the money promised to us and the main reason we signed with the companyWe have reached out to Tamir, his supervisor Jordan, Aiden of customer service, Kerry (project manager), and several other customer service reps from SunRunWe were told that it was coming giving us more time linesFirst it was four weeks after installation, then it was two weeks, and two weeks againNow after speaking to Aiden, he informed me it would be more days tell we receive itNot knowing if we would receive the money promised to us, we did n

After figuring out eight months after installation that the reason our system never worked was because they never hooked it up correctly in the first place, Sunrun is now ignoring an intermittent failure in our systemRepeatedly, we have talked to customer service and a repair order was opened, only to be closed by management stating they replaced a circuit breaker (that has no effect whatsoever on system performance) and everything is working perfectlyError messages and Fault lights are not part of operationAdditionally, Sunrun promised us appeasement for our electric bills that were still high because they didn't install the system properlyHaving sent them the final electric bill, we are now being ignoredSunrun does not want to find the problem in our system or keep up their promise to make good on their waste of our electricity

Initial Business Response / [redacted] (1000, 5, 2015/12/29) */ Thank you for taking the time to share your concerns with usA Service Transfer Manager has been in contact with the realtor involved in the sale of your home and is working on coming to a resolutionShould you have any other questions or concerns, please continue to discuss the situation with the Manager in contact with your realtor

My solar system is under performingSolar panel relocation was to have been accomplished by mid January, No response from customer serviceI entered into a solar power lease agreement with Sunrun on 1/28/My system was designed and installed and then the net meter was installed a couple months later on June 7th, Before Solar, Sunrun's sales personnel determined that my annual power consumption was 13,KWH from Hawaiian ElectricTheir contract states and I entered into a lease agreement with the understanding that with solar, Hawaiian Electric would only need to provide approximately KWH (5%) of my annual power requirements, while Sunrun's installed system was to provide 12,KWH (95%)It has been over years since my system was installedFrom June 7, through June 7, 2015, as stated on my Net Meter, total delivered power from Hawaiian Electric was(13) 24,KWHThat breaks down to my received solar power (33) 12,KWH (51%) leaving a net positive

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: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-am) They arrived close to 11: 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, We have been working on this installation project for over a month One month and days, to be exact, to install solar panels on a 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 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]

This business should not be a A+ it should be a F-We now have had Sunrun for over 1yrWe were told liesWe pay $every month for the next 20yrs in our contract for the solar panelsPG&E bills were running between $-$dollars a monthI felt like WOW we made such a great decisionUntil our next PGE bill came this past October for $after one full year! When we called SunRun to ask about What, Why and How can this happen the customer service was No helpSo Please SUNRUN do not respond by telling me to hear how your sorry about our experience because you DON"T! Instead you feel crediting us $dollars on our monthly solar panel is suppose to make up for a bill that no family wants to ever receiveSo until my husband and I figure this out please consumers rethink your decision before going solarDo not believe anything that is told to youWe were guaranteed many things on our contractThen to find out our solar panels are not producing what they should beIt will go on the fault of the consumerAs customers we will get the short end of the stickI agree a class action law suit should take place hereBelieve me I will look into it!!!

[redacted] 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 [redacted] , big companies suck these days

I should have gone with another company The installers damaged my roof They had to remove the panels and conduit so the roofer could fix the roof When they removed the conduit, a lot of the conduit was full of water already do to some rain The cost of the roof repairs was over $4, After the roof repairs, and them finally installing the panels, they still damaged a few shingles that have to be replaced prior to our rainy seasonI signed the initial Installment Agreement 11-10- The system tuwas finally on 05-02-17, almost 6-months Not only did the work have to stop for my roof to get repaired, but the installation failed "3" inspections Yes, three (3) inspections I had filed complaints with the Arizona Registrar of ContractorsBirds love gathering and nesting under the Solar Panels Sunrun does not provide any bird barriers Please be aware that other Solar Companies WILL provide bird barriers I think I was told that a bird barrier would cost me another $Another reason I had foolishly chose Sunrun, was that they installed the Solar Edge Inverter With this Inverter, you can monitor the system performance, including solar panels BUT, Sunrun Solar will not allow the home owner to monitor the system performance All you can do is go to the Sunrun web site, and see how much THEY tell you what you are producingMy system was not producing solar power for over days and Sunrun did not notice I was looking online at my production, and there were none I finally called them and they checked and said, oh yeah, it looks like it has been down Maybe we will send someone out in a few days to check it outConclusion: DO NOT SIGN A CONTRACT WITH SUNRUN SOLAR

Sunrun are a bunch of scam artistsThey called me about solar and were extremely pushy They put me on hold and I could hear foul language and laughing in the backgroundVery unprofessional organization, I would never buy anything from this companyI [redacted]

Sunrun in my experience has done an exceptional management job in the setting up a solar array on our property, The job consisted of solar panels being connected to our power supply with minimal interruption to our lifeThey were very courteous and keep us informed of the progress of the job until it was completed

Initial Business Response / [redacted] (1000, 6, 2015/11/03) */ Thank you for taking the time to share your concerns with usA Specialist has been in contact with you regarding the solar incentive bonusWe are happy to have resolved your concerns favorablyShould any other questions or concerns arise, please reach out to the Specialist in contact with you Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your expert handling of this caseNicely done! SunRun made me a happy camper by rushing a $check via next day airI really appreciate the Revdex.com's help and thank youBest regards, [redacted] ***

System has been performing less than 50% techWAS SENT AND SAID SYSTEM WAS NOT INSTALLED CORRECTLY.CALLED CUSTOMER SUPPORT ON JULY 13,15,KEPT TELLING ME THEY WOULD CALL BACK IN TEN MINUTES BUT NEVER DID .THIS IS A LEASE PROGRAM .NOW I'M PAYING NOT ONLY FOR THE LEASE TO SUNRUN BUT PAYING THE ELECTRIC COMPANY FOR ELECTRICITY THE SOLAR PANELS ARE SUPPOSED TO BE PRODUCING.THIS HAS BEEN GOING ON FOR TWO WEEKS NOW THE SYSTEM WAS TURNED ON JUNE ***

Have a roof leaking after installation of the solar panel around year agoSunRun sent someone to repair it at no cost at allRoof start leaking again few weeks ago and I call them but now they decided that it is not their problem and asking me to pay them to remove the solar panel so that someone else can repair the roofIt is not what stated in the contract which they said roof is under warrantySo now we have to pay twice to fix our roof ourself