Sunrun

***,I received a phone call and email from Sunrun yesterday after emailing them - once the complaint was filed.See Below:Dear [redacted] , Sunrun has received notification to cancel your Sunrun Customer Agreement, originally dated 1/4/You have agreed to terminate your current contract with Sunrun for a photovoltaic system on the property located at: [redacted] **No further payment is owed to Sunrun.Refcase number: [redacted] Thank you for taking the time to explain how our process went for you as a customerI am sorry to see you go today, but as discussed I look forward to speaking with you in the futureMy contact info is listed belowWhen you are ready, give me a call and I will ensure all of your concerns are addressed before any action to move your project forward is takenThank you,8:AM (hours ago)-- [redacted] Retention Specialist Sunrun Inc.p: 424.280.7047f:

Sunrun advertises that they will pay a $ [redacted] referral fee if you give them a name of someone who buys a solar system from themI provided Sunrun with a referral and they installed a systemSunrun agrees that they owe me $***, but they won't send the cash cardsFirst, they said the "cards are in the mail" but when I never got them, I would check back and they would say "You aren't in the system", or "call our fulfillment company", or the fulfillment company would say "call Sunrun"I then got a call saying "Congratulations, you earned $***!" Cards arrived via [redacted] addressed to us, but when we tried to activate them (they were Costco cash cards), the phone number wasn't correct, so they can't be activatedI called Sunrun back and I get "sorry, but we don't show you in our system" againAs far as I'm concerned, they are deliberately refusing to pay us $ [redacted] that they are obligated to payI even have an email from them acknowledging they owe us $ [redacted] from early [redacted]

In the beginning of May sun-run installed solar panels on our roofWia couple of weeks we had an infestation of pigeonsWe contact a pigeon exterminator that inspected the panels/roof and stated the birds were nesting under the panels and are starting to breedThe pigeon infestation will get worst in the coming months (and has already)The pigeons are getting overwhelmingHe stated he could clear the birds and install wire screens around each panel for roughly $***, but we should call our solar company firstThe panels and roof are now absolutely covered in droppings (along with our patio and pool)I e-mailed sun-run to file a claim to have the birds removedI got no responseI called sun-runTheir stated policy is to wait until the birds damage the panels or the droppings block out the lightI was cautioned that exterminators can damage the panels with poor techniqueMy option is to pay several thousands of dollars to a sun-run partner so they can remove the birds

Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ Thank you for sharing your concerns via the Revdex.comWe will not be changing your rate to $per kWh as requested, which has been communicated to you on numerous occasions.We have made continued attempts to reach an agreeable resolution for your concerns, including a bill credit and a reasonable rate modificationTo date, these attempts have gone unaccepted by youOur rate offer is still available should you choose to accept itIf the rate proposed is not accepted, we consider this matter closed and will continue to bill you at your contractual rate Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have asked SunRun to provide their numbers as a business and I would work with themThey have not provided those numbersI have had to do the best I can with what I have available to me, including PG&E's rate and tier restructuringI also have provided to SunRun a response that they gave on Yelp that they take savings they have promised customers very seriously and that they would adjust the rate out of their own pocket to make up for their mistake Since they are apparently not willing to do either, I again will have to work with what I have, which would be their latest TV commercials advertising a 20% savings on utility bills(I have repeatedly told them that we would not have signed the contract for savings that were less than what was promised which started at 20% year one and ended at 57% year 18; that we would have waited for better technology.) From XXXX-XXXX our utility bill would have been $16,207, a 20% savings would be $3,We saved $784, a $2,loss in savings per the 20% formulaFor that time period we paid SunRun $12,488; an $surplus over their proposed earnings of $11, We also have to bring in year five of the contract (using their savings analysis timeline) October 2014-September We have paid SunRun $through July and are currently in receipt of the August bill of $The solar energy produced for that time period is 10,kWhThe guaranteed production in year five is 10,kWh I propose the following resolution to begin September 1, 2015: 1) kWh fixed 2) Any increased production over their guaranteed amount for each year is free 3) Guaranteed amount of solar production for year five XXXX-XXXX of 10,kWh was realized on August 31, 2015; September production to be free 4) Credit for kWh not produced 5) Billing to switch back to generation billing 6) Refund to be the surplus paid to SunRun from XXXX-XXXX in the amount of $ 7) SunRun's service obligations to continue 8) Yearly savings analysis to be conducted; SunRun contact person to be provided Even with the proposed resolution above we are woefully short of saving even 20% per their latest TV commercialsFor the first four years it is only a 10% savings with the $refund includedOur hope is to make up some of the difference between the rate reduction, free production once the guaranteed solar production number is met and reducing our PG&E annual trbilling in OctoberWe also will continue our offer for SunRun to remove the panels and to restore our home to its previous condition as a viable resolution In addition to reading Yelp reviews where other customers have experienced similar situations with SunRun as we have, I also have been in contact with a neighbor who questions SunRun's business ethicsAt first they told him his roof wasn't conducive to having panelsThey returned in a few weeks stating that they reanalyzed his roof and decided he would benefit from having solar on his roofThis happened about the time they came back to us stating they needed to add more panels to our arrayHis panels never produced any solar, ours overproducedIt is just very curious as about that time PG&E invested money with SunRun for them to buy more panelsSunRun also submitted a shade report to PG&E regarding our solar array stating it would produce less power than the array would suggestThere never has been any shade on our roofAt first I thought they were mistakes on their part but because of my dealings with them in trying to settle this case more discrepancies have surfaced leaving me with the strong impression that their actions were intentional I did try to contact ***, the salesperson from SunRun in He came back to thank us as he was very appreciative as we were his first customers and he was well rewarded by SunRunHe told us to call him if we ever needed himI left [redacted] a voicemail and a text message last week asking him to contact meThere has not been a responseI do not know if he currently works for SunRun Also, the contract states the life expectancy of the panels is 190,kWhBy year we will pay them $23,at kWh in addition to the $14,if they accept our current offerThey also received all the tax benefits and an additional customer a few years ago because of usThey will make plenty of money from our account, yet we will not save as they projected and we cannot pursue an alternative until Finally, we believe our offer is more than reasonableHowever, I would request that if they reject our offer, if they could explain the numbers and how much they would expect us to save so we could understand the situation betterOtherwise it continues to feel that they are attempting to trick us yet again Thank you for your help Final Business Response / [redacted] (4000, 26, 2015/10/20) */ We do not accept the proposal for production to be at no charge to you once the annual guarantee is metWe cannot stop billing your account, your system is producing energy and you are consuming itThank you for being a Sunrun customer Final Consumer Response / [redacted] (4200, 30, 2015/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) SunRun has a contract with my neighbor wherein overproduction is freeThat is how my neighbor was able to saveI asked [redacted] E for the same accommodation in July when we were offered kWh, she approvedObviously SunRun can adjust their billing accordingly On 10/12/ [redacted] D emailed an offer from [redacted] E at SunRun for .21kWh fixed for all production, $creditIn exchange, SunRun wants us to acknowledge that we may not save anything at all, even with the reduced rate, and that we would hold them harmless from any claim against them prior to signingThere is currently a class action lawsuit requesting damages wherein SunRun would repay all payments made by the affected customers in the lawsuitThey have given us days to accept their terms or continue at kWh which is more expensive than PG&EI asked them a week ago to do a cost savings analysis for this year so I can make an informed decisionThey have declined to provide the same as of this morningI will take this time they have given me to consider their offer while contacting all necessary persons and entities to make an informed decisionI cannot accomplish this by the November timeline through the Revdex.comSo at this time their offer is not accepted and I request the Revdex.com to keep the case open pending further investigation

Thursday, July 7, [redacted] SunRun was to place solar panels on our homeThe young man in charge that was so putting long metal rods into the ground on the side of our homeAround 10:that morning, my son said the water was black in the toliets and he heard a strange noise coming from our basementI went down to the basement and there was water coming in from the basement wallThere was a few inches of water already on the cement floorI contact the town of [redacted] and asked for the water dept to shut the water off to the homeThe young man said he must had hit a water lineWe made a few phone calls to a local plumber I called my wife at work , she called our insurance company , they said we need to file a claim SunrunA man by the name of Chris said that he would make our home beter than it was beforeif it was there faultFriday a crew come out and dug up our front lawn to find the pipe, and it has been puncture by the rod that was put intot he ground by SUNRUNChris then stat

Stay away from this companyDon't believe their salesmanWe had our system installed two years nowAt the time, they said it would offset at least 85% of our usageAfter two years I have noticed the system has under produce significantlyI have called their customer service line many timesTo find out that I would need to purchase or lease another system if I want more powerHorrible company, they lied every step of the wayI wish I have gone with them

Sunrun installed solar at our house last year. They started charging us in November 2016 even before the system was even on. In Feb 2017, they came to our property and switched the system on without our permission. We never receive any bill from them. We knew that the solar was on because we saw our electricity bill from Pepco that it shows that we have solar turned on. When I was questioning them, they said that they would give me credit for those two months that they billed me before the system was on. I log on their website every month to see if I have any bill. It shows $0 balance on my account. I set up auto payment anyway to avoid $15 fee. But they keep sending emails to me saying that I never pay the bill. I kept asking them to see the bills since I never be able to see anything on their website. They sent me some bills but not every single month. Again, why could I have past due if I am on auto payment. I questioned them that but never got an answer why they can't just take mon

Roof leak since December still not fixedWe noticed a roof leak shortly after our solar installationContacted Sunrun and they sent two guys to my houseThey spent more time trying to convince me the leak was not their faultAnd did little to nothing to repair my leakThe call was then escalated to VictorHe came out times to fix the issue, and again he tried to say it was not from their workmanshipI then shared with Victor I worked in construction my whole adolescent lifeHe then started sharing with me that the technicians did indeed leave holes in my roof that were unplugged and did not properly use the flashingI was then forwarded to Chris, the construction manager, to help me with the roof leak and water damage inside my houseNow this was back in December and we are now in MarchI still have a leak and damage inside my house for months, I am down rooms in my house, dining room and officeNow, Chris will not return my calls and my roof is still leakingI have

The company that Sunrun contracted with to install my system removed roof tiles from my property without my permission and has not returned them after I asked that they be returnedI have contacted Sunrun numerous times and was promised a resolve to this issue a week ago, [redacted] I was told someone would contact me in hours to resolve this issueThat has not happenedThe original install was in [redacted] ***, enough time to find and return the roof tilesI would like Sunrun to return the roof tiles as they have promised to do

Initial Business Response / [redacted] (1000, 5, 2015/04/30) */ We appreciate you taking the time to share your concerns with usIt looks like a Specialist has been in contact with you and you are working towards resolutionShould any other questions or concerns arise please reach out to the Specialist you have been in contact with

I was sold a prepaid lease on the promise of replacing the batteries after years, and the transferring ownership at no cost after years Neither was trueEither their representative is truly uninformed, or practices deceptive selling tactics

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

We did a contract with sunrun for our bigger solar system in ***We also have a smaller system that was installed in ***Our system quit producing in JanuaryThey finally noticed it and they sent someone out to repair it but it took two weeks for them to get hereThey said our inverter is shotThey would order a new one and it would be here in two weeksIt is past two weeks and we are still waitingToday I got on the chat line with someone at sunrunThey said they would check and call me backNo one calledI just called again (hours later) and the person I spoke to called Sun Systems that is doing the repairHe came back on the line and said they removed the inverter and sent it for repairsI told him that was not the caseThe inverter is still hanging on the side of my house and the repair person said it was shotThe person I talked to on the phone said ah yesthey then sent something to the manufacturer for a replacement or partWhat is he making this up? I sai

SUNRUN requires that one sign up for monthly auto pay with direct billing to one's bank, which requires that you give them your bank information, in order to avoid a $charge on each month's billIn other words, if one wants to pay by credit card, check, or ETF monthly, they add a $charge to your billI find this egregious and I do not think it is legalI had to transfer the solar panels on my house to my name in order to buy the housetwo weeks ago, they informed me that my panels were not functioning! They made an appointment for someone to service them weeks laterThis service is not being performed by them but by a subcontractor! For the first few months that I owned the house, they repeatedly took money out double in two or more monthsIt took my hours of letters and emails and telephone calls to straighten out this missI hate this company if there is a complaint about overcharging or double charging etc., one CANNOT speak to the billing DepartmentThey do no

Initial Business Response / [redacted] (1000, 10, 2015/11/13) */ Thank you for taking the time to share your concerns with usOur Customer Care Manager has reached out to you to address your concerns regarding the roof shinglesAfter investigating, it was found that the damage was not solar related Had these shingles been broken after installation it would not have passed [redacted] inspectionUnfortunately, we are unable to cover these costs Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) How do (SIXTY) "forever" cement tiles on a 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 / [redacted] (4000, 14, 2015/12/04) */ Thank you for your responseOur Customer Care Manager has reached back out to discuss the matter with youGiven the time past since the install and the damage repaired already, Sunrun does not offer reimbursementHowever we have asked the installer Petersen Dean to review their records again and reach out to you and clarify the situation Final Consumer Response / [redacted] (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 !

I have been trying to contact Sun Run since middle of December for a over Billing issue and they are impossible to get in touch withI was charged by Sun Run and my local electric company when I was explicitly told by a NRG representative I would no longer receive a bill from my electric company once I converted to solarInstead my electric bill double and this is not what I signed up forThey flat out lied to me about a lot of different things

We have had our PTO (permission to operate) since August 14, 2017. The system was not operational until November 10, 2017 (Long story, but I had to file a complaint against Horizon Solar to get that issue resolved). Since that day I have made several calls to the Sunrun Customer Service number to try to get my bill corrected. I have an outstanding balance from August, when the system wasn’t operational. Finally in early January I received an email from the Billing Department stating they would be crediting $424.00 to our account on January 16, 2018 due to the “performance agreement”. The credit was never applied. Also, in January I started receiving calls and emails from the Sunrun Collections Department located in San Francisco. Chris [redacted] from the Collections Department has been trying to assist but there has still been no resolution. I need to have this issue resolved so I can bring my account current.

When I purchased my solar through SunRun, I was told I could get monitoring through SolarEdgeI purchased the appropriate equipment at a higher cost in order to do soWhen I called SunRun after turning on my solar on [redacted] 13, ***, I was told the SolarEdge monitoring was part of the installation anymore, but they would submit a ticket in order to do just thatAfter a number of telephone calls and emails, I received an appointment for [redacted] 14, [redacted] to have the monitoring installed, with a window time of am to amAt am, I contact SunRun to verify the appointment and I was assured it was scheduledAt 12:pm, I called again and they indicated they would try to contact the technicianAt 1:pm, I chatted (on line) with the representative, who contacted the service department and who told me to reschedule on Monday at 10:amToday, on [redacted] 17, ***, I have yet to hear from the service technician and I have contacted SunRun four times at this pointThis is the s

On Feb Sungevity solar company installed solar panels on my home roof topMonth later Sunrun solar company sent me a invoice bill without a a return envelope to pay the bill I immediately call Sunrun solar billing department to inform them of this NO ENVELOPE INSIDE BILLING INVOICEThey apologize for this mistake with the mail without a return envelope and stated to me that they would correct this problemThis problem continues to existI have made several telephone calls to Sunrun company advising them of this matterAll to no avail with difference explanation from different customer service representativeI also requested many times to speak to a supervisor or manager pertaining to this issue with no return envelopeThere was no response or return phone call to me for this issue

Initial Business Response / [redacted] (1000, 5, 2015/07/10) */ Thank you for taking the time to share your concerns. After reviewing your file it appears a technician has been on site 7/10/15 to install the correct breaker. A Specialist has unsuccessfully attempted to reach you by phone and email... multiple times. Please let us know if you are not receiving our messages.