Thomas Glover

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

The customer contacted Sunrun to stop all future solicitation and sales rep from coming to his home to sale solar. Confirm with our legal department customer has been removed from any time of marketing campaigns. Spoke to...

customer on [redacted] and advised per legal and market he has been removed from all future marketing but can not stop mom & pop companies impersonating Sunrun. Customer understood

Complaint: [redacted]I am rejecting this...

response because: This is not acceptable. We were told, by the repair person,  we would have a replacement in two weeks. It has now been a month. It is the same old story..... waiting for the inverter. What they are doing is working with the manufacturer regarding the warranty on the product. When I spoke to someone on the phone they said it could be months. This is not acceptable. We want our system up and working! Fix my system!!!!!Sincerely,[redacted]

I spoke with [redacted] and her daughter via telephone today, 6/**/** to discuss the complaint. The concern was that she was initially installed with our system 11/21/**  and said she continued to receive high utility bills and thought the solar advisor did a poor job sizing the system. She...

contacted us and a solar advisor came out and installed a second system on 7/12/**. According to [redacted] there was no communication with anyone at the company that there would be a cost to install the second system. We do have the option to add a second system for the customer but it entails a second agreement and second bill. We presented service agreement which itemized the monthly rates and kilowatt production for the duration of the agreement, and it was signed by [redacted]. [redacted] disputed the validity of the signature because she should have signed any documents. The solution that we agreed upon concerned the past due balance on the second account for 9 months. I agreed to make an adjustment of the balance for more than half, and she paid the remaining amount. We set her on autopay so the first and second account will be drafted on the due date, and we will discontinue the scheduled service disconnection and updated our internal collections agency to update their records.

Customer contacted Sunrun to complete installation of solar system and honor previous pricing. Changes have been made per customer request to agreement. Customer was advised 7/5/20** that due to changes new agreement was generated and being forwarded to customer for review.

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.

Thank you for your feedback - Our Promotions Team sent the $350 April promotion to you in December and the $350 Referral offer should be arriving soon as it was sent for payment on March 9, 2016.

Complaint: [redacted]I am rejecting this response because: I got another email today on 12/18/2017 from another person from the same branch. It is plain to see the local office is ignoring DO NOT REQUESTS to stop sending illegal email. I WANT THESE PEOPLE FIRED.since they continually ignore requests to stop. If I am gettind this then many others are also getting illegal spam. Corporate knows this is going on & chooses to ignore it. KEEP AWAY FROM SUNRUN. THEY STILL HAVE NOT RESPONDED TO MY ORIGINAL QUESTIONS.Sincerely,[redacted]

We notified [redacted] on 6/22/** that during our monitoring of his system we detected an issue and we needed to service his solar system. We dispatched the request to our partner, [redacted] Solar, and they came out to his home on 6/28/** and determined the issue was with a part of his system's inverter. In 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 customer. As part of our business there are times when service issues occur and we attempt to resolve them in a timely manner. This was an unfortunate circumstance because the part that needed repair had to be special ordered. We 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 property [redacted] had the panels installed 12/01/2011. The original owner did a service transfer to [redacted] effective 10/19/2012. When doing a service transfer the agreement transfers as is and there are no changes. The agreement states in the Solar...

Facility potion, that the customer will allow us to monitor and maintain the system with a working meter Section 2(e). We have been working with the customer as of 06/16/2017 towards a resolution, we have tried to install different meters. We came to a conclusion that because of low cellular data we would not receive accurate production readings. At this time we have advised the customer a [redacted] meter would be the solution, this is an internet based meter. Customer is not allowing access to his internet so we can connect the meter and monitor the system. A Specialist was working with the customer, customer refused per agreement Sunrun voids monitoring and Performance guarantee. If the customer would allow us access so we can install the meter and connect to the internet, we would be able to monitor the system.

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

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]

The customer contacted Sunrun due to request panels removed from home. Customer contacted on [redacted] and will be working with someone to resolve the issue

Initial Business Response /* (1000, 5, 2016/01/11) */
Thank you for sharing your concerns with us. A service dispatch has been scheduled for January 13, 2016 to fix your system issue. A Customer Care Specialist will follow up with you regarding this service and address further questions or...

concerns.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear Revdex.com -
Even though I may indicate my acceptance of the response from the business, I do so against my better judgment.
As indicated in their response to my complaint, they did send a service person to inspect my solar array only to find no problems. And they did follow up with a less than adequate survey which only addressed the quality of the service person and not the quality of the business nor my overall level of satisfaction with their services.
As part of my contract with Sunrun, performance monitoring of my solar array is to be performed. The service person could not answer my questions as to why Sunrun's monitoring does not see the error codes that will periodically show up on the display panel. I was told to take a picture of the error as proof. Why should I make the effort to collect such evidence if they are monitoring my array?
I challenge Sunrun to provide the monitoring records to me. Prove to me that you are actually monitoring my array for any purpose other than billing.
It is only because Sunrun met the minimum requirements as stated in their response to this complaint that I will accept their response. I would rather not.
If I had it all to do over again, I would more than likely go with another provider of service.
Question: How did Sunrun get it's name?
Answer: 'Cause Son once they have your money, they Run...
Thank You
Unhappy Customer

The customer has been advised that the needed equipment has arrived and is being contacted to schedule next steps to complete installation.

Replied to customers concerns. Advised of of contract and reviewed process for taking over a system from another owner. Provided contact information for Sunrun customer care for future reference.

Initial Business Response /* (1000, 5, 2015/06/11) */
Thank you for taking the time to share your concerns with us. After reviewing your file it looks like JCPL will be sending out an engineer to install a recording voltmeter to further investigate the transformer. We are also working internally...

with Roof Diagnostics towards a solution to the voltage and inverter issues.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At this point I am still awaiting a voltSge meter and have not been told of an install date nor are the panels miraculously working therefore we are no closer to resolving this at this point. I hVe been told once brave Meyer is installed it wi take 30 days monitoring before they decide who's equipment is not working properly. So I am requesting this remain open till we conclude. Thank you
Final Business Response /* (4000, 16, 2015/06/29) */
Thank you for your patience. Your account credit was processed on June 23, 2015. It appears the meter was also installed on this day. We apologize for the delay and JCPL will be continuing to record the voltage from the meter for further investigation of the transformer. Rest assured this case remains open until we come a resolution.
Final Consumer Response /* (4200, 18, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
meter was just removed by electric co as of this date we still have no answers and equipment is still broken so I am requesting that this remain open until equipment is either fixed or removed from my property thank you [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]

The customer contacted Sunrun upset that when having work done on her home she had to cover the cost for the removal and reinstall of the solar system. Have attempted to speak to customer on [redacted] & [redacted] but unable to contact with the customer. Sent email advising removal and reinstall...

policy.

Thank you for your feedback. The next steps are for a roofing company to conduct an assessment and provide us with the report. Sunrun will take care of any damages made as a result of the Sunrun installation. Please contact the Field Service Coordinator for further questions or concerns regarding the next steps.