Thomas Glover

The customer contacted Sunrun to inspect system and repair damage done to roofSpoke to customer on *** and advised branch is aware and working with roofer to repair damage.
Also advised customer tech being scheduled for visit to inspect system

Complaint: ***I am rejecting this response because: reason I don't accept fully is my system has been down for a month nowIt took going to the Revdex.com to get someone from sunrun to actually get me an update as what needs to be doneI still have the same issue with my system not workingFor my system to be down this long truthfully is unacceptableSunrun manages this solar equipment as well as the contractors that they use and they are doing a horrible job at it if you ask meAgain system not working since June 11th I'm not notified till June 22nd contractor comes out on 28th a part needs to be replaced however still no partGoing solar was the worst decision as a homeowner I could have madeVery unhappy Sincerely,*** ***

This complaint was filed by *** ** ***, according to her, she is the realtor for our existing customer and the realtor for the buyer of the homeI spoke with *** on 6/20/**She said she was calling on behalf of our customer Moon Lee and she wants us to cancel the contract and remove the
system because Moon has sold the houseThe buyer of the home is unfamiliar with solar and is not interested in having the serviceWe have never transferred the service over because we have been unable to speak with the new buyer of the homeThe system is leased, installed and the cost of the system has been sold to a fundOnce a system is installed and the contract is signed, once a customer moves out of the home the options for the seller are to either have the service transferred to the buyer of the home, or the seller has to buy the system at fair market valueThe solar system was installed on the home on 5/20/**, once the system is installed we have to work to get permitting and permission to operate from the utility company and paperwork has to be signed by the customerWe have been unable to move forward with with turning the system on because we have been unable to get in contact with the customer, so currently they are not receiving a monthly billI explained the options for service transfer to *** and she is going to communicate with the buyer to see if she would be willing to take over the systemWe have a service transfer representative who will be working directly with *** and the buyer of the home to answer any questions about solar and try to match pricing to the buyer

Initial Business Response /* (1000, 5, 2015/07/10) */
Thank you for taking the time to share your concernsAfter reviewing your file it appears a technician has been on site 7/10/to install the correct breakerA Specialist has unsuccessfully attempted to reach you by phone and email multiple
timesPlease let us know if you are not receiving our messages

The customer contacted Sunrun due to system going down and monitoring of the solar systemAdvised customer that system is back up and producingAlso advised customer that system is being monitored and explained reason for not being contacted sooner but explained issue is resolved and fixed moving
forward

Revdex.com:I have reviewed
the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, the way this company does business is unacceptableThey do not go over the details of the contract until "after" everything has been installed and panels are on the roofThat is when they lock you into a 20-year contract and you must use their payment system only! This is so wrongIt should be noted and investigated at some point.Sincerely, *** ***

I reached out to Mr*** *** on October 12, 2017, but had to leave a voicemailI reached out to him again on October 13, and was able to speak with him for a brief moment because of a poor connectionPer our conversation he really had a poor experience with several of our customer service
representative and was unable to get his billing properly explained after he had the service transferred from him to the buyer of his home, he said he was never told by the service transfer representative the billing process eitherHis banking account was drafted through automatic bill payHis concern was that he thought the new buyer would be responsible for the billI explained to *** *** that the service transfer effective date was on June 30, 2017, the effective date is based when all necessary documentation is received from both partiesIn addition, we bill in arears so the two drafts were for billing invoices from May to May and June to June After discussing his experience and clarification of the billing process his phone was disconnectedI called him back but had to leave a messageI sent a follow up email on October 17, 2017, at this time I had not heard back from himWe will consider this matter closed but if *** *** contacts me or wishes to further discuss his concerns we will reopen the case

The system on property *** *** *** *** ** *** was activated November 15th, under the name of *** *** but we have been in contact with *** * ***There is a current Legal escalation case open, and out Legal team is working towards a resolution with the customer at
this time

Customer confirmed has spoken to local branch and that they will be working with the customer to remove panels and conduct needed repairsAlso advised customer of next steps and provided contact info for follow up

Thank you for sharing your concerns with usA Customer Care Specialist has been in touch with you to address these issues as we are in discussion with Islandwide to come to a resolutionPlease continue to discuss with the Customer Care Specialist for further concerns regarding this matter

Thank you for sharing your concerns with usThe Customer Retention team has been made aware of your wish to cancelPlease contact the Retention Specialist in contact for further questions or concerns

A Specialist was in contact with the customer and clarified the following for the customer: As per our process, Sunrun would need to be contacted prior to installation of system for customer to receive referral credit.
Explained process for customer to ensure she would receive referral credit moving forward

Initial Business Response /* (1000, 5, 2015/11/05) */
Thank you for taking the time to share your concerns with usA Specialist has been in touch with you regarding the meter issueWe would like to report the meter communication has been restoredWe are happy to have resolved your concerns
favorablyShould any other questions or concerns arise, please reach out to the Specialist in contact with you
Initial Consumer Rebuttal /* (2000, 7, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has reached out to me and we have both agreed on a settlement

Complaint: ***I am rejecting this response because: THE ONLY REASON THAT THE PROJECT MANAGER WAS INFORMED IS BECAUSE WE CONTACTED SUNRUN THE WORKERS DAMAGED THE SKYLIGHT AND JUST LEFT WITHOUT INFORMING USWE CONTACTED SUNRUN TO INFORM THEM OF THE DAMAGESO, DON'T TRY TO MAKE IT SOUND LIKE YOU WERE INFORMED BY THE WORKERS.Sincerely,*** ***

*** *** started experiencing issues with her system's production on April 18, ***We attempted to get it corrected by sending a service tech to replace the inverter, which was the part of the system that failedThe replacement that the service technican brought out was also getting an error code which prevented us from replacing that inverter at that timeWe had to order the part from the manufacturer which caused a delay in the replacementWe were able to get a technican to replace the part on 6/2/**The customer is covered under our production guarantee, which means she will be credited if she does not meet the expected generation in her agreementIn addition to the production guarantee, I issued a credit for months of service for her inconvenience

The customer contacted Sunrun requesting to have panels removed at no cost so she can conduct repairs to her roofCustomer has been advised that Sunrun will cover the cost of removing and reinstalling the panelsCustomer will contact back when ready to proceed

Thank you for sharing your concerns with usA Customer Care Specialist has been in contact with you and is currently trying to resolve the issue with our Promotions and Referrals teamPlease follow up with the Customer Care Specialist should you have any further questions or concerns

Complaint: ***
I am rejecting this response because:Sunrun lied about what they were providing, then provided zero help to resolve the issuePlease leave my complaint on file hopefully it will cost them a significant amounts of customers who read this thank you.
Sincerely,
*** ***

Complaint: ***I am
rejecting this response because: Sunrun saying that they are unable to contact me, yet I have returned phone calls received and had to wait a week for a call backSpoke with someone this morning finally and was told their legal department advised him that the second contract superceeds the first contract, which is not what we were originally told...and actually received an email advising us to contact ***, which Sunrun bought out, so not sure why they would tell us to contact *** regarding the first salesperson not being HIS registered, then now tell us that the second contract superceeds the first one?! VERY shady! I was also advised that they would not remove their panelsThe person who signed the contract is deceased....the salesperson is not HIS registered, a year ago our power bill was $*** for the year, which did not include what was paid to Sunrun, and having to deal with this at this time, losing my father, is adding to the family's stress, therefore we will be seeking legal advise to have the panels removed. Sincerely,*** ***

Complaint: ***
I am rejecting this response because: only a message was left on my phoneNo solution resolved at this timeAwaiting a return call from Sunrun
Sincerely,
*** ***