Sunrun

I signed up for solar power with [redacted] who sold for SunrunI was told that if the system didnot perform as agreed I 1.they would pay for the months the system under performed, 2.that this could be grounds for me terminated the contracti have issue with after talking to Sunrun customer care dept they (Cassie) said they are never in a since reasonable "monetary" for any shortfalls in performancethe company has a "deliberate indifference' to customer service to the point of not even supplying customer with corporate office addresses or even escalating a call to a supervisorfor several months in I had to pay for power due to the lack of performance of the Sunrun system and Sunrun refuses to reimburse me in breech of the agreed terms

I'm attaching the email we send to the company in one of many attempts to get a resolution on this matterThis email details the timeline and events of our nightmare with this company Dear [redacted] , I had reviewed your money savings analysis, and as we spoke about it on the phone your analysis is monumentally off pointBased on the following points : 1- Before We switched to [redacted] , we were under the [redacted] program with ***, our bill was $for most of the yearLater months $ 2- Around September a representative from [redacted] knocked at my door, asked for my [redacted] bill and promised his Company was in the business of saving money to people like us - We believed him and switched to [redacted] Since the switch, for a whole year we not only didn't save money, but we paid much more 4- The system was installed, December 6, For a whole year, No one from the Company monitor it, no one care to check if system was working properly - January

Sunrun never sent me the promotional perks advertised in the sales pitch, which included a $visa gift card for installing their systemThey also agreed to send additional visa gift cards for all payments due before the system was operational, since they installed they system lateIn total, Sunrun agreed to send me $I have contacted them half a dozen times in half a dozen ways, email, chat, phone, original sales rep cell phoneEach time they assured me that the visa cards were on their way and would be taken care of right awayIt's been over a year since I signed up and almost a year since the system was installed and I originally contacted them about this issue

Complaint: [redacted] I am rejecting this response because: [redacted] called me the previous week and he said he is looking into lowering my bill and will get back to meHowever he called again and repeats the same old thing - "the contract is valid"As i've already stated in my complaint & several times in conversation with him the below points - 1) I was never briefed about the terms & conditions of the contract when the attempt was made to transfer this to meI expected a call from the Customer service to let me know the terms of lease and the payments which was never done 2) As I stated in my email earlier the price is too highWithout Solar, my bill would be less than [redacted] with [redacted] like most of my neighborsI end up paying a flat [redacted] every month to Sunrun nevertheless Doesn't make any sense for me to pay a flat fee of [redacted] and on top of it pay to [redacted] every month (more during the winters where the bills shot up) Sounds ridiculous where there is no savings 3) Lastly, Sunrun repeatedly says the contract is valid without the Sunrun acknowledging even a half baked contractAnd even without and briefing to the customer about the terms & conditions I have no time to continue discussion with Sunrun repeating the same things again & againUnless you have a solution to bring down the rate based on point #above, Please cancel this half baked contract Sincerely, [redacted] ***

[redacted] / [redacted] Sent copy of service contract to customerPending reply it is what he needs If so this will be closed out once he gives OK

On [redacted] we had panels installed on the roof of my property located at [redacted] **We noticed immediately after the panels were installed our home was having issues supporting the weight of the panels, ie unusual noises such as creeks, squeaking, and shutteringWe also noticed nails popping through our ceiling just below the panels, this new issue happened just after we had a very heavy snow on [redacted] (pics available) Shortly after this storm I contacted Sunrun about the damage we were experiencing to our home with no replyI called back on [redacted] and talked to [redacted] and she told me her supervisor [redacted] would be contacting meShortly after that [redacted] came to inspect the damage and what he found was surprisingThe panels according to [redacted] should of never of been installed and their engineers should of caught that due to the fact our roof has a [redacted] pitch and with [redacted] on center trust the builder should of used [redacted] not the [redacted] used

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

On October 5, a friend told us about the company Sunrun, we were looking into going solarWe got the number of a tech who works with Sunrun and he came by to share information about how solar panels work and if it would benefit usAt the time are electricity bill was pretty high and we liked what the tech informed us ofSo we decide to move forwardOctober 14, I received a proposal, we agreed to the proposal however this was not documented, the tech came by, we initialed to give them permission to check our credit scoreWe were told we would receive a contract by email and never didThis was never signed by usAt the time we were also in the process of refinancing our home, and on our credit it showed that we were getting solar panelsAt this time we tried getting in contact with the tech that was helping us but we were unable to get ahold of him by phoneOn December 6, I emailed him asking him to get in contact with usWhen he finally did we told him we didn’t

Birds taking shelter under and around solar panels on our roof, creating a daily necessity for cleanup , with birds excremments building up on the on the side of the backyard, just below the solar panelsThis situation didn't not exist before installing the solar panels with Sunrun , nor we were informed that it might be an issueWe can't clean the birds excremments build up on a daily basis for the next yearsThe dirt coming from birds was almost non existent before instaling the solar panels , now it became a nightmare.The payment to Sunrun was stopped until the issue will be resolved We are decided to inform the media and authorities about the issue , which is becaming a possible health hazzard also, if the issue is not resolved

We just had a Sunrun solar system installed in June Before we signed the paperwork we specifically asked what happens if the system breaks We were told that Sunrun would take care of everything We were also told that are only other out of pocket expense would be $a month to PNM, unless we drew more then what our solar system was producing then the excess would come from PNM That is fine no problem Our system broke down August 17th, we were never notified, it was not fixed till Auguest We were then told we would have to pay the full Sunrun bill and the full PNM bill and maybe if we had some some performance credit in two years we would get a refund And that if happened again we would be expected to pay both PNM and Sunrun again This was not ever covered in the sales pitch, we asked multi time what would happen if it broke down and were told everything was coveredSpoke with a Supervisor's supervisor who offered to credit us for this occasion but we would be responsible for paying double bills if it happened again in the future

SunRun promised at time of signing that system would be worry/maintenance freeAfter calling multiple times about birds nesting, dealing with multiple SunRun CS folks and contractor I had to have panels removed by 3rd party to clean under and had to personally clean gutters full of bird excrementMy family also had to deal with bug infestation for years due to panels/bird excrement being immediately adjacent to roof ventingAlso the promised savings have for having the system have disappeared

Initial Business Response / [redacted] (1000, 5, 2014/09/17) */ Thank you for taking the time to bring your concerns to our attentionWe take all customer concerns very seriouslySunrun is working directly with this customer to resolve the current issueA resolution is under way

SunRun Inc installed solar panels at the property located at [redacted] **, [redacted] ***, [redacted] on March 9, ***After that, there was no contact between SunRun and the home owners at [redacted] **, and there was no indication that the home owners needed to pay anymore money to SunRun for anymore services, or that there was anymore work needed to be doneA year later, the home owners sold the property at [redacted] **, and after they did, the home owners were finally contacted by SunRun Inc saying that the home owners, myself as a realtor who helped the home owners sell their property, the escrow company, and the buyer's realtor are responsible for continuing to pay SunRun for solar panel-related servicesKeep in mind that after SunRun installed the solar panels, they did not contact the home owners about any information regarding continuing payment to SunRun, and when I helped the home owners sell their property, I contacted SunRun Inc multiple times to do my due diligence a

Initial Business Response / [redacted] (1000, 5, 2015/01/12) */ Thank you for your patience as we worked internally to resolve this issueIt looks like we come to a solutionWe are glad we could come to a favorable resolutionIf there is anything else you need please do not hesitate to contact us Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thankyou for your quick actionSunrun offerd to refund the extra $for each month that they collected it and to reduce the amount each month to the $that we agreed to for the billingWe will continue to moniter our account for the next month and see if they live up to this promiseThank you again for your quick action in resolving this dispute

We received a [redacted] trbillWhen we called Sunrun to question the amount, they discovered that our panels had not been working properly for about monthsAt this point, our system was less than a year oldThrough MANY phone calls and emails, promises, and discussions with MANY customer service reps, they won't even call us backThey promise, we call and leave messages, and they now refuse to even speak with usWe are asking for SOMETHING towards the cost of the trbillVery reasonable! They still refuse to call us back!!!

My Sunrun solar system was installed in August of over a year after signing the contract with themWe were told we had to turn the system on ourselves which we did in AugustWe thought that things were ok until we received our electric bill in September and it was still $as usual prior to getting solarWe called them they told us that we should see improvements in a month or so , we waited and called again in October after our electric bill was still $and we had a sunrun bill on top of that to pay now ! So we did not pay our bill thinking we could get a credit for our system obviously not working We received an email stating that our system showed on their end that it was not producing and that they would send out a technician and that never happenedwe called multiple times about twice a week to complain and ask when were they going to send a technician out ! They kept saying that on their end it looked like my system was producing power, if it was it was not show

I'm leasing solar panels from SunrunThere are panels of my system not workingThis is due toa faulty inverterThe same problem occured last yearIt tooks at least months to repair the systemI was told the manufacturer was out of businessThey said it would take time to come up with a repair solutionThey resolved the issue after numerous callsThey assured me that they came up with a solution and thatif it happened again they would be able to fix the problem with very little down timeWell my 2nd inverter burned outIt has been a month and there has been no progress in correcting the problemAfter having calling Sunrun twice and there service company (Trinity Solar) onceI'm getting the same response as last year (The same reason)This is totally not acceptable and unbusiness likeMeanwhile they are still charging me the same leasing feeWhich comes out of my bank account automaticallyPlease help me! Sincerely, Bart [redacted]

In March Sunrun thru it subcontractor installed solar panels on my roofSoon after the roof started to leak into one of my roomsThey came times to seal the leak, saying that the leak was solar relatedBut it never stopped leakingAbout weeks ago, a roofer came againThis is the th timeHe did some work and said the leak will stop for a year at which time I may have to consider replacing the roofAs soon as the rain falls it leaked againTwice they fixed the damage done to the interior wallsPresently, the interior walls are in ruin and when it rains, the light stays on although it is switched offThe room, which I have vacated when it rains at great inconvenience, is a health hazard and an electrical disaster waiting to happenMy family and property are at riskThe last roofer (the 6th) sent by Sunrun subcontractor did some sealing in [redacted] and reported to Sunrun that I needed a new roof and that the leak is not solar relatedHe told me differentlyHe sai

This whole saga began almost weeks agoThe day we had our system installed, August 16, 2017, we were told before the crew left that one of the meters was not working and they didn't have another with themThey told us they would come back before inspection and replace it, which they didWe were able to turn on our system on Friday, August We were told that we would have to wait a few days to see our solar production, which was fineCome Wednesday, we still had no information; neither SunRun nor ourselves were able to see the productionWhen it still wasn't showing two days later, we called our project manager and he spoke with the monitoring department who told him they saw a "red flag" and where going to try and fix it on their endWe would have to wait another days to find out that it still didn't workWe got a call from Whitney, the scheduler, and she let us know that she had an appointment for a week later midday (which wasn't acceptable because my husband and I both