Thomas Glover

Initial Business Response / [redacted] (1000, 5, 2016/01/11) */ Thank you for your responseA Customer Care Specialist has reached out to you and will follow up once the inverter replacement arrivesShould you have any further questions or concerns please reach out to the Specialist in contact

Thank you for the feedback - A Field Service Coordinator will contact you to compensate you for the roof repairs

Thank you for your feedbackPlease contact the Customer Care Specialist in touch with you - The system has been operational as of February 17, For any lost energy production, you are protected by the performance guarantee

Complaint: [redacted] I am rejecting this response because: For the first three (3) months in ***, we kept on telling and asking the people at Sunrun that something was wrong with the systemThey kept on insisting that the system was overproducing, but could not tell us where it was going and wouldn't come to run an analysis thenTheir answers were demeaning, belittling, and upsetting to the point that we stopped calling and started writing e-mailsNow, after almost years, a bad review, and us contacting the Revdex.com, they want to run an analysisRegardless all the above, during this time we found out that there are many reasons why we didn't and will not benefit from these panels: We do not live in the home year round There are not enough panels for the size of the house The program might benefit businesses, but not retired people like us In conclusion we want the panels off our roof The enclosed letter, previously sent to Sunrun, and to you, will explain it all even better To Whom It May Concern, Towards the end of [redacted] I was convinced by a salesman, [redacted] ***, to install Solar Panels on my fairly new house in [redacted] ** I was impressed by the fact that it was a State sponsored program, approved by the then governor, [redacted] , in order to fight Global Warming, at no cost to the consumerKnowing that Global Warming is for real, I wanted to do my part in saving energy At that point, I asked a few questionsHow much will my monthly electric bill be after the solar panels are installed? He replied that it would be half the amount we currently payAfter a quick calculation, he concluded that my average monthly bill would be no more then around $ [redacted] What I had heard so far was like a dream! Number question was, "What if something will go wrong while we were in [redacted] for the winter? His answer was, "Not a problem, because we monitor the system from the office with the phone." (By the way, lately, talking to another major solar company, I found out that I should have been disqualified for the program because I'm not a full time resident at this address.) Regardless, the system was installed, final inspection done and turned on and ready to go, as far as I was toldWhile in [redacted] , I received the electric bill for the next monthMy wife and I were flabbergasted, It was [redacted] , we have never paid more than around $***We have always been way below the "Efficient Neighbors" in our [redacted] Home Energy Report, not this time! To our surprise we actually used 20% more than all our neighbors!!!! It was, and still is, very upsetting to say the least!!! My wife started to call Sunrun, talked to many different people who, instead of trying to find out what the problem was, told us repeatedly, that we must have been using the energy, because the panels were producing enough energyWe called [redacted] , they also had no clue of what was going onThese conversation went on for a while, and nothing was done about it My wife and I, both, were made to feel belittled and stupid Finally, not knowing where this power was going to, and thinking that maybe the company failed to activate the system, I had the switch in the garage turned off, by then I also realized that the Solar panels were using the electricity provided by [redacted] On [redacted] ***, after getting nowhere with the phone conversation, we decided to communicate by e-mail (we have it all documented and saved.) Since we have not benefitted from these panels, we've asked them several times to remove the panel from our roof, taking care not to damage it, or if so to repair it with warrantyNow we are being harassed by the company Just last week we received a few phone calls saying that my total back bill is over [redacted] and if I do not pay right away it will be sent to a collection company and my "Credit" will be ruined By the way, if you go on line, you will find out that I'm not the only one having problems with this special interest, greedy corporation At this point, since, as stated above, we are not benefitting from the panels in any way, we only want these panels off our roof Thank you in advance Sincerely, Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I want to make sure this problem is resolved before this case is closedWe were promised it would be fixed before and it wasn't, so we are very leery of these promises Sincerely, [redacted]

We notified [redacted] on 6/22/ [redacted] that during our monitoring of his system we detected an issue and we needed to service his solar systemWe dispatched the request to our partner, [redacted] Solar, and they came out to his home on 6/28/ [redacted] and determined the issue was with a part of his system's inverterIn order to correct the issue they needed to order a part which was received and replaced on 7/19/**We understand the inconvenience this has caused the customerAs part of our business there are times when service issues occur and we attempt to resolve them in a timely mannerThis was an unfortunate circumstance because the part that needed repair had to be special orderedWe have included in our agreement that customers who lease the system are refunded for any kilowatt he has not produced, normally this is done after one full year, however, we credited the customer for the time the system was down which was applied to the account on July 2, 20**

The customer contacted Sunrun to get his $ [redacted] deposit refunded to himSpoke to customer 6/29/ [redacted] and advised refund was being sent over night to customerCustomer was pleased with response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me My complaint with Sunrun is resolved The money owed has been delivered I tried to update the complaint through your complaint management system but couldn't find a way to flag it as resolved Sincerely, [redacted] ***

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

(The consumer indicated he/she DID NOT accept the response from the business.)I have never been contacted by a Field Service Coordinator to compensate me for the roof repairs that I have madeSunrun indicated that I would be contacted week agoTo date, Sunrun has not made good on their promise to compensate me for repairs made to my roofThese repairs were finished over month ago

Complaint: [redacted] I am rejecting this response because: The wire did arrive, but the electricians were here for over three hours installing more equipment on the side of the houseThe system was never completed in the first placeMore than changing the wire was needed to do the job properlyHad the inspector not failed the Sunrun installation, the job would not have been done correctlyThis after the Sunrun project administrator said they would bring an inspector from the other side of the island if they could because the systems they installed there were not failedThat's the solution? Additionally, I have been informed of yet more delays, this time due to [redacted] needing to complete the programming of the batteriesNo date has been given for that to be completed and we are still on indefinite holdSincerely, [redacted]

The customer contacted Sunrun regarding roof leak and mold growing in atticContractors have been out and currently working with customer to resolve issueThe customer is working with our insurance department to resolve the issue

We can certainly understand Mr [redacted] 's concernsI reviewed the production and it appears there are no further issues affecting his production at this timeIn addition, the courtesy credit for his inconvenience has already been appliedIf Mr [redacted] believes he might need to file another complaint in the future, he may do soAt this time, we consider the matter resolved on our end

(The consumer indicated he/she DID NOT accept the response from the business.)We believe the system is now operationalHowever, no one has been in touch with us to confirm that the unit is fully operational or to address the damage to us as a result of the system not being operational for a period of time

The customer contact Sunrun to request the cancellation and removal of his solar systemContacted customer [redacted] and customer advised has already been in contact with our legal department and working to resolve issue

[redacted] / [redacted] Case # [redacted] I have submitted a request for EPG for this customer and scheduled a service visit to inspect his systemThis is still pending

The customer contacted Sunrun to have inverter replacedAdvised customer that the inverter has been on back order but recently shippedAdvised customer would keep updated with status of shipment and once received branch would contact to schedule install

Sunrun doesnt have to clean up the mess they caused my home ? The insurance company treats us like it our fault, and its ok This company should have called [redacted] What if it was a gasline they hit This company left us with a mess in our basement to clean, that we didnt cause

There was only one email communication after the previous response to Revdex.com and Sunrun keeps telling the same "we have addressed your concern"But the fact is that they never responded to my ask "Sunrun never signed nor acknowledged the lease agreement" nor addressed any concernThis has been asked atleast times via phone, email & Revdex.com and they never responded to thisLet's see if they will ever respond to this ask Having said that the Sunrun also never called or briefed me about the terms & conditions associated with the agreementHowever now they say they have done it during the lease transfer timeThey simply ignored signing the lease agreement and funny to believe they briefed upon the 20yr lease agreement Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***

The customer contacted Sunrun to request a formal apology and to have bill adjustedSpoke to customer and addressed all concernsCustomer was please with resolution