Thomas Glover

Initial Business Response /* (1000, 5, 2015/12/22) */
Thank you for taking the time to share your concerns with us. A Specialist has been in contact with you regarding the tree trimming costs. We have agreed to reimburse you for this work. You will be receiving a check for the invoice amount...

shortly. Should you have any other questions or concerns, please reach out to the Specialist in contact with you.
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have received an email stating that Sunrun will reimburse us for the unnecessary tree trimming costs. However, we have not received a reply to our last email asking: 1) What is the exact amount we are being reimbursed. 2) When can we expect a check from Sunrun. So until we get answers to these two questions, the matter is not resolved.
Final Business Response /* (4000, 9, 2016/01/19) */
Thank you for your response - a Customer Care Specialist has been in contact with you to address the reimbursement amount and timeline. Please contact the Specialist for further questions and concerns.

These guys are unbelievable. Not only have they never gotten in touch with me but they also just sent me a bill for the work to get the system running even though we paid in full already and we are on a pre-paid lease. They should be investigated and shut down as a consumer hazard. I want their General Counsel to contact my law office if they want to avoid being sued. My number is [redacted]. No one has ever talked to me about this complaint.

The [redacted] has had many service issues in the past year. They were installed by our partner [redacted], and they have been out to the home on at least 10 different occasion in the past year.  I spoke with [redacted] on 5/22/** and explained to her that I was going to have Sunrun ,...

come out directly, and pull the job from [redacted]. One of our solar technicans will be out there for a complete investigation of the install. We set up an appointment for 6/8/**. I contacted [redacted] today to inform her but had to leave a voicemail. The customer is under our production guarantee and will be credited for any production and had been credited all but two months in the recent year. They will receive a credit this September since they did not meet the production guarantee. This matter has not been entirely resolved, but we are working to determine why this particular system is not producing as expected and getting it resolved.

(The consumer indicated he/she DID NOT accept...

the response from the business.)I will only accept the response when my roof is free from leaks and the inside of my house is professionally repaired. The technician did contact me and sent out a contractor to view the damage inside my house and then quote Sunrun on a price. The contractor said he will need to cut out the damaged sheet rock and replace the damage insulation in the attic. Here is my other concern, the technicians tell me, once again, that the leak is fixed and then we are past rain season. Next years rain season comes and my roof leaks again. Bottom line, we won't be happy until our house is fixed properly and our house is back in working order, we are down two rooms in our house due to this leak issue.

Complaint: [redacted]I am rejecting this response because:
I signed a letter indicating that I will send pictures to provide an update and SunRun indicated it would not void monitoring if I send pictures.  Is SunRun going back on that letter agreement?  I never pressed legal action as this is certainly not worth my time in court - I have just asked for a legal explanation as to where I have agreed to allow SunRun to connect to my router.  I will allow you to monitor and maintain the system and I want you to come up with a solution to monitor the system that is not at my expense (as required per the agreement). 
Sincerely,[redacted]

I spoke with [redacted] today regarding his complaint. He is claiming that he was told by NRG, which was the company he initially signed up with, which was later acquired by Sunrun. He said he was told by sales representative from NRG that he would not receive a bill from his utility company any...

longer, however, he is aware that if he is using more energy than his system produces he would be billed for that additional usage. We are unable to determine his usage from the utility company. He is disputing his Sunrun balance due on the account for 5 months of unpaid service. He informed me that he is not willing to pay that amount because he still received a bill from the utility company during that time period. I offered to review his bills from the utility company to determine his usage and compare that to his system production to see why he was receiving a bill but he declined. In addition, he is claiming that he has been unable to reach Sunrun Customer Care and has been unable to speak with anyone since December. Our records show we have attempted to reach out by email and telephone on at more than 6 different occasions, we cannot determine exactly why he has been unable to get in contact with customer care.

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 house. The system was never completed in the first place. More than changing the wire was needed to do the job properly. Had the inspector not failed the Sunrun installation, the job would not have been done correctly. This 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 failed. That's the solution? Additionally, I have been informed of yet more delays, this time due to [redacted] needing to complete the programming of the batteries. No date has been given for that to be completed and we are still on indefinite hold. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: The work is still not complete yet. I will wait until next week to see if it will be completed.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]

Kim [redacted] was presented with the agreement, and signed in person September 7th 2017 8:40 pm 2017. We then proceeded to install the panels the substantial completion happened December 14, 2017. Afterwards the customer then received permission to operate from the utility company December 12, 2017. Kim called in January 21st to have her preferences changed to paper billing, and also called in February 5th 2018 to advise us she was selling the home. A Service Transfer Specialist was in contact with her from February 5th to February 25, 2017.  Customer advised she was not selling her home until April, so the service transfer was closed. Kim requested a copy of her agreement again February 28th 2018. At this time the agreement is valid.

Initial Business Response /* (1000, 5, 2015/08/12) */
Thank you for taking the time to share your concerns with us. We apologize for the delay and according to our records a Specialist has been in contact with you to address your service concerns. A replacement inverter has been ordered and will be...

installed upon arrival. Any lost production will be refunded by the Performance Guarantee. Should any other concerns arise please reach out to Specialist that has been in contact with you. Thank you for your continued patience.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They finally installed a new inverter on 8-13-15.

Initial Business Response /* (1000, 5, 2015/09/25) */
Hi [redacted] - Thank you for reaching out to us. One of our customer care specialists has followed up with you and offered to resolve the issue regarding your rate and potential tenants. Thank you for contacting us, we are happy we could resolve this...

issue. Please let us know if there are any other questions or concerns.

[redacted] contacted Sunrun due to lack of follow up and waiting to be setup with 3rd party monitoring. Spoke to the customer [redacted] and advised customer showed setup  with 3rd party monitoring of his system. Customer did confirm he was registered as of[redacted] and has already logged on to...

view his production. 
 
 
 
Best Regards,
Donte

The customer contacted Sunrun due to not receiving his gift card for going Solar. Spoke to customer 8/16/[redacted] who advised just received the gift card 8/15/[redacted].

The customer contacted Sunrun because she believes the installation team removed tiles from her home after work was completed. Customer has been advised that prior or during work that tiles were broken and replaced with quick mounts which is common during solar install. The install team and local...

manager advised customer that 16 quick mounts used and 12 of those replaced 12  broken tiles. Once completed the team left 4 remaining tiles for future use for the customer. Will continue to follow up with customer to come to a satisfactory resolution.

Complaint:[redacted]I am rejecting this response because:
it implies...

that SunRun is actively involved in pursuing resolution.  Actually, SunRun's legal department did not respond to my attorney's [redacted] letter; so, my attorney sent another now in [redacted].     Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
[redacted] called me the previous week and he said he is looking into lowering my bill and will get back to me. However he called again and repeats the same old thing - "the contract is valid". As i've already stated in my complaint & several times in conversation with him the below points -
1) I was never briefed about the terms & conditions of the contract when the attempt was made to transfer this to me. I expected a call from the Customer service to let me know the terms of lease and the payments which was never done.
2) As I stated in my email earlier the price is too high. Without Solar, my bill would be less than [redacted] ** with [redacted] like most of my neighbors. I end up paying a flat [redacted] every month to Sunrun nevertheless. 
Doesn't make any sense for me to pay a flat fee of [redacted] and on top of it pay to [redacted] every month (more during the winters where the bills shot up). 
Sounds ridiculous where there is no savings.
 
3) Lastly, Sunrun repeatedly says the contract is valid without the Sunrun acknowledging even a half baked contract. And even without and briefing to the customer about the terms & conditions.
I have no time to continue discussion with Sunrun repeating the same things again & again. Unless you have a solution to bring down the rate based on point #2 above, Please cancel this half baked contract. 
Sincerely,[redacted]

I spoke with [redacted] on 7/11/** via telephone. Her concern was, she didn't believe she was saving any money going solar with Sunrun. Also, she felt that she was not getting an answers or follow up from previous customer care representatives. She was sent a Savings Analysis which takes her...

utility bills while having solar and calculates what she would pay if she had not gone solar. She was sent the analysis but was never given an explanation of how the data was calculated. She felt the numbers were not accurate, or at least wanted an explanation of how it was calculated. I agreed to create a new analysis to ensure it was accurate and would follow back up with her with the new analysis. I called her on 7/13/** at the only phone number we have on the account and the one provided int the complaint. When calling the phone number I received a message "this person is not accepting calls" I sent a follow up email with the new Savings Analysis and directive to schedule a time to discuss the matter. I called again on 7/14 because I had not heard back and still was unable to reach her or leave a voice mail. I sent another email today with a detailed explanation of the analysis. She has saved $[redacted] going solar, also her total usage has increased by 6.76% since going solar which mean she used more electricity. We will consider the matter resolved, but will be available to explain this Analysis to the customer via telephone once we are able to schedule a time to talk with [redacted].

A Customer Care Specialist has contacted you to make sure the system is fully operational and to address the damages. Please continue to communicate with the Customer Care Specialist in contact.