Sunrun

Initial Business Response / [redacted] (1000, 5, 2014/08/26) */ Thank you for taking the time to express your concerns to SunrunWe apologize for the inconvenience caused by the delays in servicing the Sunrun system at your homeAdditionally, we appreciate you working with us on the servicing of the system on your home, and we are happy that all issues have been resolved Once 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although the issue is now resolved, why did it have to take more than a month and the Revdex.com to get involved? Everyone from myself to the first agent I called knew it would take parts and a technician to visit my home and resolve this issue, but SUNRUN delayed and delayed until finally the technician arrived and confirmed what I had been saying for two weeksIt then took another two plus weeks for part (a new Fronius Inverter) to arrive and be installed I can say the SUNRUN Technician and the REI SOLAR technician that installed the new inverter were very nice and helpful and they also were amazed at the lack of attention shown by SUNRUN staffI want to know how SUNRUN is going to pay me back for the $electric bill I incurred the month that my solar system was broken? My bill is between $60-$during June - October, not $I'm sure there will be some shady explanation of how they will "true up" on my anniversary but that will amount to me getting shafted for the high electric bill! Final Business Response / [redacted] (4000, 9, 2014/09/22) */ Thank you for your additional feedbackWe appreciate the opportunity to fully resolve your concernsSunrun is sending you a check to cover the cost of your utility bill, during the time in which the solar system at your home was not producingYou can expect to receive this check in the next two to four weeksThank you again for bringing your concerns to our attention Final Consumer Response / [redacted] (2000, 17, 2014/12/15) */ SunRun did provide a check for $to cover the month of electric usage without solar

Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ Thank you for taking the time to share your concerns with usWe apologize for the delay and according to our records a Specialist has been in contact with you to address your service concernsA replacement inverter has been ordered and will be installed upon arrivalAny lost production will be refunded by the Performance GuaranteeShould any other concerns arise please reach out to Specialist that has been in contact with youThank you for your continued patience Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) They finally installed a new inverter on 8-13-

Initial Business Response / [redacted] (1000, 5, 2014/09/16) */ Thank you for taking the time to bring this issue to our attentionSunrun is dedicated to fulfilling our obligations and Marketing promisesWe apologize if information about our referral promotions was not clearly communicated to you During the promotional period, we were offering $to the referrer and $to the refereeIn your case, your referral was a "Self-Referral." which pays $To make up for the confusion we will be offering you $1,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

A Sunrun sales person visited our home on May 10, 2016 to provide an estimate for a solar system to supply our electric needs. The following day I received an 18 page summary of a proposed agreement for providing same. This had electronic signatures for my wife and I that has now been taken as our agreement to have the system installed. We do not believe that this electronic produced agreement constitutes our consent to have said system installed on our home. We have not had adequate time to investigate all the contents of the 18 pages and impact that they may have for us in the future. The most recent call from your installation manager told us today that we had officially agreed to the system on May 10, 2016 via the electronic signature process. We have not selected any installation date. Have contacted MA Attorney General office to complain about your sales process.

Sun Run is a solar leasing companyThey used [redacted] as their sales and installation contractor [redacted] 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 [redacted] to correct the problemThe Agreement with Sun Run says to try to resolve issues informally by addressing letters to Susan Monson at a [redacted] 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 [redacted] 27, [redacted] 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

We purchased solar from Sunrun Inc(installed by American Electric Company) and it was paid in full upfront for $20,in April Once it was installed, we immediately noticed a problem since Hawaiian Electric (a.k.aHECO, the electric utility company on Oahu) still charged us a large amount compared to Sunrun's estimateWe had contacted Sunrun several times, but they said the system was running normallyEver since getting the solar installed we've been paying in the $range, happy if it reaches $We frequently called Sunrun because our monthly payments to HECO didn't match what Sunrun had promised usNow for the last three months of 2017, HECO billed us as if we didn't have solarWe contacted Sunrun the first week of Decand informed them the solar was not functioning properly, so they sent someone to check it out on Dec20, who subsequently told us that the inverter is not workingIn our contract with Sunrun, they are supposed to monitor and maintain our sol

Initial Business Response / [redacted] (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 / [redacted] (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;

I bought a house back in March And part of the deal is to take over lease on solar system ,and in April same year I contacted [redacted] and asked them I never got bill from them and asked what’s going on was told paper work did not finish , I called back in May and June and July and every time I spoke with some one in customer service I was told they don’t have paper work for me due to some problem with company they used to deal with [redacted] And always asked them not to send me a huge bill if they solve their problem with the other company !!! Sure they sent me a letter not even a bill asking me to pay [redacted] Or they will send it to collection !!!! I called several times to get this matter solved with no help from [redacted] , all what they want me to do is paying , I can’t pay this amount at once , and asked them many times to not send me a huge amount , which they did !! It’s some one mistake in their end , did not do the proper paper work , and they want me to pay for it !!! I hope you w

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

We signed a contract in August of to lease solar panels from sun runThe agreement is month, in addition we must stay connected to Helco for dollars a monthIf we go over the solar use then Helco would kick inWe were told that occasionally it might go over the dollars but the number of solar panels we have should cover our usageWe finally had the system turned on at the end of May after many issues including, they told us there was a lean on our home, we knew this was not true so when we investigated we found they were looking a property about miles away from usWe have had really poor service from this company regarding how long it has takenThey originally used the wrong wiring so it would not pass inspection and it took them a long time to come and rewireAfter we were finally turned on we received our first sun run bill which was what it should have been, then we received our Helco bill expecting it to be around dollars we were shocked that it w

I purchased solar panels from sunrun companyWhen the individual who came into my home and we went through the process, we covered the monthly cost and the savingsIt was explained to me that I would be paying sunrun $per month plus $to $to the utility companyNormally during the summer we would pay $to the utility company and during the winter we would pay $to the utility companyWe are now paying $plus during the summer and over $during the winter, these totals are a combined sun run + utility companyWe are not getting the results we were promised

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

I moved into my home at [redacted] In the process I completed paperwork with SunRun to takeover the solar contractAll the paperwork was complete before I purchased the homeSunRun never sent a bill, so after month I started to question what was wrongWhen I inquired, they claimed that they could not help me because my solar was originally owned by another company and SunRun had simply taken over the contractSoon, the previous owner of the home realized that he was still getting bills and was contacted by [redacted] contacted me and promised to fix the issue that had been going on for monthsMonths later, I still have not received a bill and [redacted] will not return my MANY voicemailsI've contacted every number I can and no one is helping meIt's now months later and I haven't received a solar bill and no one within the company is willing to help me

We’ve been with Sunrun sine July Sunrun has yet to save us ANY money........actually we are paying more for power due to the $contract feeBTW the fee escalates annuallyWe have contacted Sunrun without resolveThey assay “you signed our contract.” We did sign the contract, however, Surun’s design is insufficient for our power needsWe were The “solar uneducated “ customers depending on Sunrun to guide us and install a system that would serve our needs as promised by Sunrun sales representativeIt doses notWe are asking is that Sunrun add more panels to our exiting system so it meets our needF-

Sunrun damaged my roof during installationThey have repeatedly been contacted over the past months - repairs have not been made or scheduledMy initial installation was in February, ***Shortly after the installation the system intermittently would stop workingAfter several service calls over the next several months I was told the inverters were being recalledApproximately year after installation the inverters were replaced and the system functioned as promised - such was year In September of [redacted] I scheduled to have the gutters on my home replaced in preparation for the El Nino yearThe installation crew informed me that they could not complete the job because the tiles were askew from the Sunrun panel installationMy contract states the Sunrun will repair roof damage up to years after the installationThe gutter installation team took pictures of the damaged roof which were forwarded to Sunrun in October/November of ***When I called their so call Customer Serv

I have solar installed on my home via a solar lease thru SunrunThe solar system has been malfunctioning since the first year it was installedThe system is years old and has never met it's contracted amount from year to yearI have contacted Sunrun many times complaining about the underproduction and we are still at an in-passThey have sent tech support to our home many times and still cannot fix the issueSince February of this year, Sunrun has sent technicians out to my house from separate appointmentstimes in months and each time the tech says they can see that the system is malfunctioning and that it is progressively getting worse, yet they have no idea why this is happeningThey have checked every part of the entire system multiple times and still have no idea why it is not working properlyThis last appointment we had (the 8th appointment) we were told my the tech that came out that he was "Waiving the White Flag" (his words) and that in all his years he has ne

Initial Business Response / [redacted] (1000, 5, 2014/02/19) */ Thank you for taking the time to bring this issue to our attentionWe 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 familyAdditionally, we will repair any damages caused to your home during the installationWe 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 propertyWe apologize for any inconvenience these issues have caused you and thank you again for the opportunity to address these concernsWe greatly appreciate that you chose to go solar with Sunrun Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The system is still on my homeI want it removed due to all the problems and misrepresentation of the product that my Wife and I have enduredWe have not ever realized ANY cost savings and have had almost years of emotional distressI am currently not satisfied with the progress needed to make this happen as there are still unresolved issues that are stated in my initial complaintUnless all done, I will can not remove this complaint

I am leasing solar panels that are only working percentThe original contract was different then what I am receivingI have not gotten the help I need from customer serviceI repeatedly have tried to reach out but I am still getting the runaround

Entered into a leased agreement with Sunrun back in Am now being relocated with my company and need to pay-off the system as a requirement to accept my company's home buy-back relo benefits In the contract, Sunrun lists a minimum buy-out price for each year of the contract in addition to contractual language that says the buy-out will either be the minimum price in the contract or a fair market value (FMV) price as determined by an independent appraiser After I inquired about doing the pay-out, Sunrun informed me that the FMV price is roughly $higher than the minimum price set forth in the contract When I asked for the independent appraiser analysis as proof, they refuse to produce any documentation They hired the independent appraiser and now they want to charge me more for the system, yet they won't share any information about the independent appraiser Very shady business practice in my mind

I am very frustrated with [redacted] and the unprofessional experience they have provided I'm trying to buy out my contract since that is the only way to get out of itThe CS Rep provided in an email my payment options which ( check, money order or credit card)I signed the contract to dissolve this fiasco on 6/and today I received an email advising, unfortunately, "you" can't pay via credit card This company is very deceitfulA caution to others if you are trying to get out of the 20-year lease make sure you ask what the cost for the appraisal ( I wasn't aware of one) it is tacked onto the payoff as well as taxes Some of the customer service reps are so rude and do not want to work with or have empathy