Thomas Glover

Initial Business Response /* (1000, 5, 2015/05/28) */
Thank you for taking the time to voice your concerns and we apologize for the inconvenience this may have causedWhen the issue was discovered we had our partner get to the site as soon as we could to resolve the issueA Specialist has
attempted to contact you to let you know that the system has been back up and runningFor the time the system was down you will be protected by our performance guaranteePlease do not hesitate to contact us if any other issues should arise in the future

The customer has advised is resolving issues with his own contractor and will be following up with Sunrun once the work is completedProvided customer with direct contact information and will continue to work with customer through the process

Initial Business Response /* (1000, 5, 2016/01/04) */
Thank you for taking the time to share your concerns with usA Customer Care Specialist has been in touch with you regarding the inverter replacement and is working on coming to a resolutionShould you have any other questions or concerns,
please continue to discuss the situation with the Customer Care Specialist in contact
Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not been able to contact the Customer Care Specialist from Sun RunSeveral calls have been placed and no response to these callsUnless they can locate an inverter and install same the issue will not be resolved
Final Business Response /* (4000, 9, 2016/01/11) */
Thank you for your feedbackA Customer Care Specialist has been in touch with you and provided a resolution to replace the inverter and address the lack of productionIf you have any further questions or concerns, please reach out to the Customer Care Specialist in contact
Final Consumer Response /* (4200, 13, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was informed I would receive a credit on my bills from Sun RunI have not received a credit to dateUntil I receive this credit the issue has not been resolved

Initial Business Response /* (1000, 5, 2015/08/26) */
We apologize for any inconvenience this experience may have causedAfter reviewing your file the first application missed the credit window due to your application changing handsWe cannot change the credit criteria for this particular product
you are trying to obtainHowever, there are other options and production available that may make sense for youIf you are interested in exploring other options please let us know and we will have a Specialist reach out
Initial Consumer Rebuttal /* (3000, 7, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, it is not my problem that my file changed handsEverything was completed and approved to proceed and due to whatever issues on your side, the window was missedIf it were something on my end or if the electric company did not approve in time, I would be more understandingThis is not the caseI am not asking for any policy to change regarding creditI don't see why a delay on the companies end should be a problem on my endI did not delay the contractThe company didI would like my original contract honored and the panels installed
Final Business Response /* (4000, 9, 2015/09/22) */
A customer care specialist has reached out to you to further address your concerns regarding credit approval - our stance remains the same regarding credit approval but we have new products which may make more sense for you to go solar

The customer was advised per contract that Sunrun will get the system up and running in a timely manner if it was to go downAfter being notified Sunrun had the system up and running before the time frameDuring that time the customer is responsible for any utility bill for energy used

The customer contacted Sunrun to request a supervisor visit his home to review the repairs done on stuccoSpoke to customer on 7/21/*** and confirmed 8/5/*** am appointmentSupervisor and Contractor will be present during visit

I spoke with customerExplained to her what was relayed from legal and that someone from the Transfer Team would be in contact with her moving forwardDid advised customer that the transfer team would be able to work with her as to the next steps and would be able to adjust the current rate moving forward. She did mention she is not sure what is going to happen with the house and if the panels can not be removed would like to deactivate them while she sorts out her fathers dealings. Advised her it is OK to turn off the system so she was probably going to do that, let her know if she needed assistance to call into customer care

The customer contacted Sunrun requesting to have damages done to home to be repaired and mess cleaned upSpoke to customer on 8/12/*** advised that claim has been sent over to the insurance company and we are pending a reply from themAdvised would be in contact with customer and provide updates on case as it moves alongAlso informed customer that would be receiving call from insurance agent with update on next steps in process

Customer contacted Sunrun to receive their bonus for signing up with SunrunThe customer requested a check instead of gift cardsAdvised customer 7/5/*** that check for going solar was sent out on 5/16/*** and takes 6-weeks to arrive

Initial Business Response /* (1000, 5, 2015/08/05) */
Thank you for taking the time to share your concerns with usWe apologize for any frustration this may have causedIt is never our intention to mislead our customers or have them feel as though their time was wastedAfter reviewing your file
it looks like you have been in contact with a Specialist working towards an agreeable resolutionShould any other questions or concerns arise please do not hesitate to contact the Specialist who has been in contact with you

Initial Business Response /* (1000, 5, 2015/09/30) */
Thank you for taking the time to share your concerns with us. A service transfer specialist has reached out to you and taken action regarding the transfer forms. If any other issues arise please reach out to the specialist that has been in...

contact with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No confirmed reponcse that new customer signed paper
Final Business Response /* (4000, 9, 2015/10/15) */
Thank you for the follow up. All signed paperwork from the new home owner has been received. All that is left is the new homeowner's credit check and then we will be able to finalize the transfer in our system. Thank you for your patience and should any other questions or concerns arise please reach out to the Service Transfer Specialist that has been in contact with you.

[redacted] was activated on 08/11/2015, system production is working perfectly fine. The customer called in to report a roof leak on 01/13/2018 and we created a ticket to investigate. Per the technician’s findings the leak was not solar related. The squirrels on the roof have eaten a couple of 1.5 inch...

holes through the roof causing the water to come in. The way this needs to be repaired is some roof decking has to be cut out and replaced and then re-shingled. Leak is not solar related needs to hire a contractor. Customer is getting roof redone and needs panels removed. We have offered quotes for the removal and reinstall of the panels as wells as a critter guard quote. We have a Specialist working with the customer through [redacted] to works towards a resolution. We were last in contact with [redacted] on 01/27/2018.

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. Sincerely, [redacted]

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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: The main complaint is that they failed to live up to any contract as well as fair and honest business practices.  I did an analysis, there are no savings.  The system is broken and by their own admission was improperly installed.  I have contacted a lawyer.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/04) */
Thank you for taking the time to share your concerns with us. After reviewing your file we were able to confirm your cancellation in our system. A Specialist has sent you an email with a written confirmation of the cancellation. If any other...

questions or concerns should arise please reach out to the Specialist you have been in contact with.

The customer contacted Sunrun to get his $[redacted] deposit refunded to him. Spoke to customer 6/29/[redacted] and advised refund was being sent over night to customer. Customer 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. As long as they complete the entire project before the end of [redacted].Sincerely, [redacted]

Thank you for sharing your concerns with us. A Field Service Coordinator tried to reach you on April 13, 2016 and left a voicemail. Please contact the Field Service Coordinator for further questions and concerns.

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