Sunrun

I am having a problem with the Company Sunrun because they keep billing me for service on the home at [redacted] that I sold on 05/05/**I received an email for Sunrun on 6/5/ [redacted] that they required Proof of the Title Transfer and recorded DeedI replied to them explaining that we closed escrow on the property [redacted] and because of their slow response to the title company, they delayed the closing of my escrow an extra weekI explained to Falynn McFarland that I did not have the information due to my move to [redacted] and that my paper work was in a shipping containerI told her she could and should have had this information from the title company, she told me she would not contact them but instead contact the new ownerSo I took it upon myself to contact the title company to send this information to themThey received that information the same dayThen I received another email from Falynn McFarland on 6/7/ [redacted] that they received the information and that

Sunrun solarThat 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 $ 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 need some helpWe had solar panels put on our roof through SunRun in November ***It has been NOTHING short of a problem sinceIt took over months to get the system activatedBut it seemed to run fine until late fall of ***At that time, the production was not up to what was promisedAfter numerous phone calls to them, and not one back, we were told it was trees and shadeAs we live in New England and it is fall, the trees now were without leaves and not any different than the spring [redacted] or previous fall [redacted] when they sold us the systemThey are supposed to monitor the production and never noticed anythingThey don't care because nothing has ever been monitoredI never got any calls back from December through February so I called in February about our Performance GuaranteeI was told that I shouldn't be upset about production since I will get money if it doesn't produceI was told I would get a check over $ [redacted] within weeksAgain nothingWe did get a credit with

When I bought my house back in [redacted] I took over a lease with their solar companyDuring my escrow I signed all the paper work with my account information for auto payments to be madeWell unfortunately whoever is in charge are their side of the company to transfer that information and set me up failed to do soI notcied after the first month or two that I saw a balance being owedSo I reached out and a representative from their company assured me it was a mistake and my autopay was set upThen two more months went by and a gentleman from their company saw the problem and told me to not to worry their billing specialist [redacted] would get in touch with me and help me solve the problem and work out a payment option so I didn't have to pay [redacted] plus dollars all at one time and offset my other billsWell he never called me after I left messages reaching out to himFast foward to [redacted] their collection unit calls me a man named [redacted] threatning me to pay the full amount right the

We sold our home and transferred service to new owner ( headache)Sun Run issued us a check for outstanding creditCheck did not clear and now we have bank feesWe contacted Sun Run numerous times still waiting on them to resolve situation which is going on for over a monthHopefully someone will get this to the appropriate person to handle the situation [redacted] **

SUNRUN IS A SCAMTHEY ARE RUDE, UNPROFESSIONAL, AND MAKE UNFULFILLED PROMISESIf you guys ever plan to install solar, please stay away from SunRunThey make promises, but don’t deliver at allThey are rude and unprofessionalWhen something goes wrong, they will not take ownership or responsibility for their mistakesThey will give you the run around when seeking for help and will pass you around like a hot potatoLet me explain my storyAbout months ago, they installed solar panel on my houseOn the installation day, SunRun arrived at my house very early in the morning and was very rude to my pregnant wifeThey immediately tried to rush her out of the house quickly because they said they were on a time constraintThey didn’t even allow her enough time to feed our son, change his diaper, apply his eczema medication, or even prepare a bag (medication, food, cloth, and diaper)She felt uncomfortable by how they were pressuring her, so she left the house immediatelyAs a res

Initial Business Response / [redacted] (1000, 6, 2014/09/12) */ Thank you for taking the time to bring your concerns to our attentionWe take all customer concerns seriouslyWe apologize for the delays in receiving permission to turn on the Sunrun solar system at your homeThere were two permits filed on your homeSunrun has requested that one permit be cancelled and is working to have this completed by the countyOnce that is completed, HECO should be able to provide permission to operate shortly afterWe will let you know when everything is complete Your Sunrun agreement guarantees production starting from the permission to operate date issued by your utility companyIf you have any additional questions on your agreement and performance guarantee please give Sunrun a call at XXX-XXX-XXXX ext Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/09/28) */ It took 9m since contract was signed for PV installation, months since my system has been installed & it still hasn't been energized.I purchased my photovoltaic system through Sunrun when they were at CostcoHere is a timeline of events regarding my problem:8/2013: Signed contract with Sunrun.5/22/14: Installed PV but with metering box lockedSystem was not energizedSunrun said they still have to get authorization from HECO.A couple weeks later: I called to follow upThere was no communication from Sunrun to me unless I called6/27/14: This is the date that the Sunrun contractor said they turned in the paperwork to HECOOver a month AFTER my system was already installedI received no copies of any paperworkA week later: I called to follow upSunrun says its taking long because they are waiting on HECOI requested the agent to follow up with HECOThe Sunrun contractor then said they don't want to bother HECO or HECO might put me at the bottom of the listI now know HECO doesn't do that8/18/14: I called & explained the situation to [redacted] He said he would follow up with HECO and call me back8/20/14: I received no return call from ***I decide to go on HECO website & email them directlyI cc'd [redacted] who was taking care of my accountI explained that it has been months since my system has been installed & it still hasn't been energizedI have received no real update from Sunrun except that they are waiting on HECO [redacted] no longer is overseeing my account, he says [redacted] isAt no times was this change communicated to meLater that afternoon 8/20/14: [redacted] calls and leaves a voicemail that HECO can't give authorization because Sunrun has two open permits on my propertyUntill Sunrun cancels one & closes the other then confirms this with HECO, HECO can't give authorization to energizeHe gives no apology only asks me to be understanding8/20/14: [redacted] replies via email & apologizes for the miscommunication with [redacted] & states he understandsHe says [redacted] has it under control8/22/14: HECO emails & informs me that Sunrun has open building permits on my propertyHECO states they have been in contact with Sunrun & are still waiting for Sunrun to confirm they have closed the permitsHECO states that once confirmation of closed permits, it will take about business days to receive approval to energize8/26/Still haven't heard from [redacted] to confirm that he closed the open building permitsI send another email [redacted] replies that he called the Building Permit office & requested to close the permitsHe says he will further coordinate with myself & NEM once this is doneStill no progress or apology.The entire time prior to me finding out from HECO about the open permits, Sunrun was claiming they were waiting on HECOOn the contrary, it was Sunrun's mistakeYet, no one has taken accountability and there has been a lack of urgency to resolve my problemNo one apologizes for taking over a month AFTER my system is already installed to submit paperwork to HECO for approval to energizeI was told by Sunrun advertising at COSTCO that my system wouldn't be installed unless they had permission to energizeNo one apologizes for their inaction in following up with HECO even when I requested several times for them toNot once does anyone from Sunrun apologize for their mistake of opening building permits on my property or for the mistake of not closing the permitsWhat I was promised has not been fulfilledNo one has apologized to me that I am losing out on money because by now I was supposed to have months of decreased energy billsNo one has clarified to me when my warranty beginsAm I losing months of warranty on my panels? Does the warranty start upon signing the contract (8/2013), or installation (5/2014), or energization (still no turned on)??? Either way I am losing out & no one has helped me get this resolved!

Initial Business Response / [redacted] (1000, 5, 2014/02/13) */ Thank you for taking the time to express your concerns to SunrunWe apologize for the inconvenience caused by the delays in receiving permission to operate the solar system installed on your homeIn the light of the situation, Sunrun is more than happy to help subsidize your HECO bills until the solar system is given permission to operate by the utilityThis amounts to $for each month that your activation has been delayed to date and a subsequent $for each month thereafter until the system is activatedAdditionally, we will provide you with $to cover the difference in the original upfront price offered to and the final price you were ultimately invoiced forOnce again, we apologize for the inconvenience you have experienced due to these delays and are dedicated to making sure you receive the full benefit from your solar power serviceThank you for choosing to go solar with Sunrun and we look forward to servicing your needs going forward Business Response / [redacted] (450, 11, 2014/03/27) */ I have been made aware of Sunrun's response to my complaint and am completely satisfied with their actionsSunrun and its representatives have made an effort to address all my issues and have worked hard to resolve them in a fair mannerI have no further issues at this time with Sunrun and am very pleased at the actions they took to not only fix the problem, but also in the efforts to make me feel like a valued customerThanks to all at the Revdex.com and with the Sunrun team

Initial Business Response / [redacted] (1000, 5, 2015/03/30) */ Thank you for sharing your monitoring concerns with usOur records show a Specialist has been in contact with you to resolve these monitoring issuesWe thank you for your patience as we work internally towards a solution Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue has not been solvedI'm still waiting for an update from SunRun Final Business Response / [redacted] (4000, 9, 2015/04/09) */ Our records show you are in the process of getting a Locus meter to resolve your monitoring issuesPlease reach out to your Specialist if any other concerns arise

A leak in my attic started exactly days after the solar system installation directly below where the system was installed and also below where the installation crew installed temporary safety anchorsdays after the leak was first noticed mold was discovered growing within the attic and witnessed by a Sunrun representativeToday ( [redacted] ) is day #with a potential health hazard in my home and they have yet to commit to any repairs or remediation despite making more than visits to my homeSunrun has had roofers visit my home only to blame house construction for condensation despite the fact that there was never a leak or mold growth prior to the installation of their systemI have ofA Sunrun hygienist is scheduled to visit [redacted]

I leased twenty five solar panels from SunRun several years agoNow I intend to sell my home and my realtor discovered that the state permits were never filed at the county officeI after several phone calls to SunRun’s customer care I have not been able to get this problem resolved, indeed the customer care representatives have not even been able to get the local SunRun office to return their calls! The contract I signed clearly states that I will assist SunRun in obtaining the required permitsI was asked to be home on the day the state inspector arrived to sign the documentation he presented after completing the inspection was completedI completed that task as requestedI need to have this issue resolved before I can move forward with selling my home and SunRun has simply refused to even acknowledge the problem exists

Previous owner of my home husband diedWife let sunrun install too many panels on the home, & agreed to pay Sunrun more than $/ kwHBeing in the electric business we knew this was a bad dealWe bought the house after Sunrun agreed to credit back annually any charges greater than PG&E would charge for electricity if the house did not have solarPG&E usage for the 1st year 4/1/- 3/31/was - kwHSolar over produced kwHSunrun production for this period was kwH and @ $was paid to SunrunWithout solar we would have paid @ $to PGE for the kwH used by the houseTransfer contract says Sunrun will provide annual analysis of electric consumption from PG&E and purchased from SunrunIf analysis indicates we would spend less without Sunrun charges then difference will be creditedSunrun credited $in December and shut down their systemWe never received analysis or explanation of what the credit representsWe've been payi

Very bad installation Water damage to our houseInterior water damage, our bed damage, interior wall damage POOR followup on repairmonth and still not done The water damage / black mold has created health care problemsNo customer followup

Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ [redacted] , thank you for your feedback regarding the solar production creditsA customer care specialist has reached out to you and SCE and was able to resolve the situationYour lost credits should appear on your next SCE invoicePlease let us know if we can further assist you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I just got my Bill from SCE and still no solar credits so between the two companies my Bill is $Before solar it was $something is still very wrong Final Business Response / [redacted] (4000, 9, 2015/10/15) */ Thank you for following upWe have reached out to Southern California Edison and it appears they have not been recording your solar credits in their systemWe have been informed by them that these credits will appear on your next invoiceThank you for your patience and should any other issues arise please reach out to the Specialist in contact with you or contact Southern California Edison directly

THINK TWICE BEFORE CHOSING THE COMPANY! Have had a horrible experience! System was installed at the end of the summer I have received a voicemail stating the company is at fault for my system not working for monthsTrying to get someone on the phone who knows what there doing it like winning the lottery The sales man [redacted] has not helped muchFinally got ahold of a manger, [redacted] who seemed concerned the one time we spoke on phone I first contacted her in February 2018, we are now in May and she has returned one email after I provided her with the voicemail I receivedFor months I have paid a full con ed bill and had to pay for a service from sunrun that was not providedDo your selve a favor and PLEASE THINK TWICE BEFORE CHOSING THIS COMPANY !!!!!!!

I purchased a panel system in December Sales person seemed helpful I originally wanted to go with micro inverters but was told that Sunrun doesn’t install themAlso the sales person told me that they have a new inverter system that was different then string inverter, and worked better then micro invertersThat the panels would be more efficientSo panels were installed in December of 2016, I should have been connected to PG&E by the end of January, nope Sunrun messed up the paper work, now it is March finally get connected to the grid $41k laterSunrun stated for my inconvenience they would reimburse me the interest on my loan for the monthsAfter weeks and several calls, they stated we are still working on it, till this day no reimbursementI have been happy with my system production until recently I have watt panels on my roof, on a cloudy rainy day I produced Kw, I’mOk with that, but on a sunny clear day no clouds my system has been producing below kw and many days 4,5,6,7,kwCustomer service stated my system is producing what is expected I checked systems in my area using watt panels xpanels and they world produce 30-kw the day I produced and kw’sI understand their is variables for different system such as placement, eviroment ectA system only producing around watts per panel for a 11-hour day of sunshine, tells me there is something wrong with my system Calling customer support on Monday asking about a better monitoring program, because mysunrun is very basic and does not provide important informationIn that phone call the person told me I just had a string inverter, that no dc optimizers were installed on my system I made a complaint with him that I was promised this technology that was better then micro inverters He said I would receive a call back he would escalate the issueThen Thursday afternoon I called back because no one followed up with me since Monday I expressed my issues with the customer service rep, she stated she would escalate it as well, no resolution Used chat feature, and was informed they did install the optimizers, but I am not reassured, she stated if I had another company look if I had optimizers installed it would void my warranty, and Sunrun would charge me $95/hr to look at the systemAnd again this is the third communication that they told me my system is producing as expectedGoing on day just produced kw’s for Friday, my system is not working properly It is by far the worst company that I have dealt with as far as taking care of the customerI wish I would have went with a company that provided micro inverters, because I was lied to, and the SolarEdge system was better, for who, Sunrun’s profits I very unhappy and would recommend others to seek other source for their solar needs

Initial Business Response / [redacted] (1000, 5, 2015/03/20) */ In an attempt to remedy this situation we have reached out to you on 3/17/and 3/20/and left voice mails on each occasionWe are eager to help find a solutionPlease reach out to Sunrun at your earliest convenience Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been trying to resolve this issue since we got the systemsI have talked to [redacted] , [redacted] and [redacted] from Sun Run back from X-till 3-21-On X-I talked to [redacted] and again he asked me to sign that rate modification,and release paper wich I refuse to sign.I told him I really want the both systems removed, he said they can't do that because I'm under contract On X-I left a message for [redacted] didn't return my call and on X-got a call from their collection deptThreatning to turn the systems off if I didn't payI told them to go head and turn them off because the systems are not running properly anywayI told them I was talking to [redacted] about a fixed rate modification or remove systems from both homesOn X-I talked to [redacted] about the modiifcation letter that is not a fixed rate he said no because PG&E is going to go up every year thats why its not fixedI was told the monthly rate would be locked in.I told him that is not going to solve anything because Im still going to be paying PG@E,solar and tru ups for both.Then I told him if they would just be truthful to their costumers there wouldn't be no complaints and no promblemsHe didn't respondThen I told him about house so he wants to see the up to date PG@E bills from house I told him that I sent XXXX-XXXX and Januarys to [redacted] but that I would resubmitt them againThank You Final Business Response / [redacted] (4000, 26, 2015/06/02) */ The proposed solutions are still in place and known to the customer Solution - Offered Mr [redacted] a "Rate Modification" which would permanently lower his monthly payments - We also issued a retroactive credit to equalize the past bills With these two actions, this problem should be resolved Current Situation The Rate Modification has not gone into effect because Mr [redacted] will not sign the letter unless standard legal language is removedIt is not possible to remove the language due to legal reasons and it is not part of standard process Problem December 2014: Mr [redacted] had savings concerns regarding Solar System # Solution Offered to perform a "Savings Analysis" as well and asked Mr [redacted] to provide PG&E bills for the last months to assess, total energy consumption, costs and solar production In early April, Mr [redacted] provided utility bills for the period April - March It was found that Mr [redacted] saved money being a Sunrun customer Please let me know if there's anything else to be provided from Sunrun at this stage? Thanks, [redacted] Final Consumer Response / [redacted] (4200, 28, 2015/06/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I stated before it will not change anything the systems were only to benefit them and not us.I just want the both system off on both homesThank You, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ Hi [redacted] - Thank you for reaching out to usOne of our customer care specialists has followed up with you and offered to resolve the issue regarding your rate and potential tenantsThank you for contacting us, we are happy we could resolve this issuePlease let us know if there are any other questions or concerns

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Thank you for taking the time to share your concerns with usWe take the safety of our customers very seriously and this case is being handled with high priorityOur file shows we are currently in contact with you to have all damages repaired as soon as possibleWe will stay in close contact with you until we come to resolutionThank you for your patience Initial Consumer Rebuttal / [redacted] (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 responses that I did get from representatives of your company 1) [redacted] ***said during a phone call on 07/22/I see you have claims here for damages to your home and businessI want to let you know we will NOT be paying ANY of them, And we are sending you to collections 2) Charles Brannersaid 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 $58,is now due and payable immediately Also on 07/24/I received a letter from your collections dept that says during the Week of Aug, 3rd one of Sunruns partners will be Visiting my property to DE-activate the solar facility So just to recap, the last several communications that I have received from your company have not given me any indication that you are actually going to repair anythingIn Fact it is quite the opposite, My Claims were denied, I was sent to collections, and I was told that one of Sunruns partners would be De-Activating my system So I am not sure how your file says that you are in contact with me to complete the repairs when I am receiving notices from collection departments, and other notices telling me that you will be deactivating my solar systemNone of that sounds to me like you are working diligently to complete the repairs to my home ! your response says and I quote " Our file shows we are currently in contact with you to have all damages repaired as soon as possible." So I hope you can see the conflicting information that I am getting out of your company, and how I cannot accept the response that says you are going to repair any damages because I don't believe that to be true Send me something in Writing that says you will be sending Checks for the repairs, or better yet since you have most of the Repair quotes already send the checks to at least get the repairs started$for the carpet, so my home will no longer smell like burning plastic $for the Electrical inspection and Spa and generator to be installedThen 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 / [redacted] (4000, 9, 2015/08/26) */ We have been continuously attempting to get in touch with you to have a technician look into the roof leakPlease contact your Specialist so we can move forward towards a mutually agreeable resolution Final Consumer Response / [redacted] (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 doneAs well as Lost Income all of these issues need to be addressedNot 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: $ 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 completedThat many MORE days off of work in addition to the over 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 / [redacted] (1000, 5, 2015/01/07) */ Thank you for bringing this issue to our attentionI apologize for any inconvenience this may have causedYour information has been added to our "do not contact list" and you should no longer receive any more postal advertisements Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/01/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)