Thomas Glover

Final Consumer Response /* (2000, 6, 2015/07/28) */
My complaint with Sunrun has been resolvedSunrun sent out their own sunrun Tech., to access the situationHe ran systems checks and found several problems that are being addressed, mainly that the wiring was done wrong when initially
installed by *** The wiring was repaired and is again going through the fuse systemThe unit is operating and they plan on following up on other problems that were noticedI am satisfied the unit is safe and operationalThank you Revdex.com for your help

Initial Business Response /* (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 relatedHad
these shingles been broken after installation it would not have passed *** inspectionUnfortunately, we are unable to cover these costs
Initial Consumer Rebuttal /* (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 /* (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 /* (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 !

Complaint: ***I am rejecting this response because:
I did not sign the agreement, and in fact could not have as I was in another state at the time, which I can prove The document was forged I was misinformed about my ability to cancel the service and return the equipment I would like the company to retrieve their equipment and return my premises to original condition.Sincerely,Kim ***

Initial Business Response /* (1000, 5, 2015/07/27) */
Thank you for taking the time to share your concerns with usAfter reviewing your account it appears a Specialist has been in contact with you explaining the timeline issues that occurred with your solar dealUnfortunately not all the
paperwork could be finalized by the cut off time mandated by the utility (Salt River Project)We apologize for the inconvenience and if these solar fees are ever lifted we will happily begin this process againIf any other questions or concerns should arise please reach out to the Specialist that has been in contact with you
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the updates!!!
NO, We are not ready to accept the response from the business, because it is 100% fault from the businessThe business failed to process the paper works on timeThe business did the site audit survey in January During that time it wasn't communicate with usInstead, the business terminate the contract by themselves
The business kept on processing with the contract, then why they did the site survey? Please see below the mail I got from the business on Wed March X XXXX
On Wed, Mar 4, at 4:PM, *** wrote:
Hi ***,
We cannot find the SRP confirmation email, as we were not copied on a lot of themMy management is looking into the situation, as a couple other customers are in the same boatI am really sorry for the delay, but please know we are working on itI hope to have something definitive for you by the end of the week
Best,
***
In a sense, we are left in dark for more than monthsWe missed a golden opportunity from other business, who is ready for install the solar system with 100% guaranteed work
If we messed up the contract, we should be liableIn this case the business messed it up, we should not be suffer for that
We are requesting the business to do couple of things:
1.Ready to compensate us enough to install solar power according to the current situationThat is, we still demand the business to install solar power according to the contract terms and conditionsIt is the businesses responsibility to pay any additional fees to SRPWe don't want to wait for ever hoping for SRP to lift the additional fees on solar customers, which may not even happen!!!!!
The other option would be to get a quote from SRP, the difference in payment with the new quote should be paid by the business
Regards,
*** ***
Final Business Response /* (4000, 21, 2015/10/02) */
Hi ***,
We have reviewed the complaint again and would like to confirm earlier statement
Sunrun cancelled the agreement within allowed timeframe following Salt River Project utility's decision to impose additional solar fees in its service areaCurrently Sunrun is not operating and offering its products on the local market*** *** received a refund of the $deposit paid earlierSunrun does not offer any additional compensation
Please let me know in case of further questions
Best regards,
***
Final Consumer Response /* (4200, 25, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello ***, Good Morning!!!
The answer is "NO"I am NOT at all accept the business resolution
The business is responsible for the "BREACH OF CONTRACT" and our INCONVENIENCEI think, the person who is responding from the business have no idea about what actually happened??? keep on saying about refund of OUR deposit money
***, We are ready to go with legallyWill you please proceed with legallyLet the court to take a decisionWe are ready to submit all the supporting documents if you wantThe Original signed contract, all the correspondences from the business etc
Please let me know anything else you need for further proceedingsYou can contact me on XXX XXX XXXX / XXX XXX XXXX
Thanks & Best Regards
***

Initial Business Response /* (1000, 5, 2015/10/15) */
Thank you for taking the time to share your concerns with usAfter reviewing your file, a Specialist has made multiple attempts to reach you by email and phonePlease reach out to the Specialist attempting to contact you to address your
savings concerns
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
someone called me twice and I have called back both times minuets after they called me a got voice mailNo one has talked to me yetI have also not received anything in the mailI have an e-mail where he e-mailed me and he had wrong numberGave him the correct number and me e-mail addressno issue has been resolved

Complaint* ***I am rejecting this response because* there is a major discrepancy between *** and Sunrun
as to the production of my system Sunrun after years finally came out and found they system had faulty wiring from day and now I have not received what I paid for for almost yearsSincerely,*** ***

Complaint: ***I am rejecting this response because: I have not heard anything since the last response except foor another illegal phone call which I notfied about.Sincerely,*** ***

Complaint: ***I am rejecting this response because:See AttachedSincerely,*** ***

The customer did confirm he appointment to have panels removed and will be followed up with regarding repairs withing daysAdvised customer if possible will be moved to sooner date

The agreement states in the Solar Facility potion, that the customer will allow us to monitor and maintain the system with a working meterOn 08/01/Our service rep reached out to the Escalation Department and stated Customer called stating he does not agree to us installing the *** meter and wants to know exactly where it stated in contract that he agreed to us installing that meterHe does not want anyone drilling any more holes and he think we can monitor system just fine the way it isHe is pressing legal actionI did go over agreement with him especially the Solar Facility portionWe had a tech onsite 12/20/and our tech talked to homeowner about hardwired the meter to his router and he said noAt this time, we will void monitoring

Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to meSincerely, *** **

*** *** filed a claim with us on *** that our solar system has caused a roof leakWe sent a technican out to complete an investigation on***, and he determined it does not appear to be solar related because there was no damage directly underneath the system which was on the second
floor and the damage is on the first floor he suggested it could be related to a vent*** *** disputed the findings for this investigationWe sent a second contaractor who is also a roofer, on*** and he also indicated that it was not solar relatedThey both agreed that there was no sign of leaking on the second floor ceiling which is directly underneath the solar system, they also suggested it could be from a hot tubI informed him if he can provide any evidence, photos, roofer specific explanation, of how it is possible we can look at the information at that timeI informed *** *** at this time, based on the evidence provided, we determined the leak is not solar related

Initial Business Response /* (1000, 5, 2015/11/03) */
Thank you for taking the time to share you concerns with usA Specialist has been in contact with you regarding the system design and reimbursement from the utility companyWe've reached out to American Electric and asked that they expedite
their services and work toward resolutionShould any other issues arise, please reach out to the Sunrun Specialist in contact with you or contact American Electric directlyThank you for your patience
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will continue to work with your representative, however since my contract and agreement are between you and I, however since American Electric is your sub-contractor, I will continue to hold you responsibleTo date, neither of the parties you mention have contacted meWhy must I initiate all correspondence?
Final Consumer Response /* (3000, 19, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am working with Sunrun representative "***" and she has managed to address and resolve the financial issue of the electric bill, however she is still working on the botched engineering of the systemProgress is slow, due to the stubbornness of the sub-contractor
Final Business Response /* (4000, 21, 2015/12/21) */
Thank you for taking the time to share your concerns with usA Specialist has been in contact with you to continue working on an agreeable solutionWe will ensure the reimbursement promises made by the installer, American Electric, are honoredWe've asked that they contact you directly to address your concerns regarding the system designYour Sunrun Specialist will be available for any other questions or concerns you may have
Complaint Response Date bumped because: Holiday

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: The business has contacted me about resolving the issue and removing the panels However, nothing has been done to date to resolve my issues and concerns I am very concerned about damage to my property during the removal process, and I have not been given any reassurance that the property will be left in good condition I am currently having issues with the roof and believe that these issues are related to the solar panels The company has yet to take responsibility for these issues I also need an inspection of the property to see if other issues, such as potential electrical issues, could have come about due to the installation and subsequent removal of the solar panels Sincerely,*** ***

I spoke with *** *** *** on 7/10/** via telephoneHis complaint was regarding a pigeon infestation that gathered underneath his solar panelsHe is requesting that we come out and install a guard to prevent itHe also said he was not willing to pay his bill until this is completedWe have a
trusted partner, Solar Maid, who work with installation of critter guards which prevents wildlife underneath the panelsTypically, this is not covered under our warranty because it does not generally affect production, and the customer is responsible to pay for itIn this instance, I agreed to send Solar Maid out to install the critter guard at no cost to himHe agreed with the resolution

The customer contact Sunrun because they needed an updated invoice to provide to their insurance company to make payment to SunrunProvided updated invoice to customer on 7/28/***

Initial Business Response /* (1000, 8, 2015/10/01) */
Thank you for contacting us regarding this issueA customer care specialist has been in touch with you and resolved the issue regarding the deposit refundPlease reach out to the specialist that has contacted you for further assistance

The customer contacted Sunrun stating they would like panels removedSpoke to customer *** and reviewed solar agreement and other optionsPresented multiple options for customer since panels are unable to be removedCustomer declined other optionsProvided contact info for future reference

I spoke with *** *** on 5/9/**Her concern was with communication she had with one of our customer service specialistsShe was contacted and told her system was not producing at the production guarantee in her agreement and our monitoring team suspected the cause of this was some shading of
the panels caused by some treesThe agent in the complaint informed *** that she would need to trim trees which is not going to be the caseIn this situation, I sent the request over to our design team so they can perform a design reviewThis would basically determine if the system is designed correctlyThis can be a lengthy process which I will keep in contact with ***In addition the system is under a performance guarantee so if the expected production is not met we will submit a check to her for the missed productionThe issus is there may be an error with the actual production that is being reported so we are looking into that as well