Thomas Glover

The customer contact Sunrun due to a delay in the activation of his solar system. Spoke to customer on [redacted] and advised that delay is due to new equipment being used for his install and the needed wires for this equipment is not readily available in his location and the local install coordinator...

is aware of the issue and working to resolve. Provided customer with my contact information and advised would continue to follow up with the progress and the project moves along.

Initial Business Response /* (1000, 8, 2015/08/28) */
Thank you for taking the time to share your concerns with us. We apologize for any frustration and hardship this experience has caused. Your panels and racking have been replaced and the system is now producing very well. Should any other...

questions or concerns arise please reach out to the Specialist that has been in contact with you.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like time to receive my new SCE bill to be sure the new panels are in fact producing. I spoke to [redacted] with The Contractors Board and I will be contacting her on 9/21/15 as we agreed to let her know if the new panels are working.

Complaint: [redacted]I am rejecting this response because Section 13(a) of my agreement requires me to give SunRun access to my property, which is my real property.  The agreement does not require me to give SunRun access to my internet.  The week cellular coverage in the area existed when the panels were installed.  SunRun has access to my property is welcome to install a working meter on the OUTSIDE of my premises that will allow them to maintain a working meter.  Here is section 2(e) from my agreement:
(e) You agree that SunRun, at its own expense, will install, maintain, and periodically test a meter at the Property that will measure all electric energy delivered to you from the Solar Facility. If the meter breaks or is found to be inaccurate, SunRun will adjust the bill as applicable in the next billing cycle by applying a credit for any overcharges or applying an additional charge for any under-charges. You agree not to tamper with, damage or modify the meter in any way. You will be responsible for any damage or inaccuracies in the meter that are caused by you or any other person unrelated to SunRun who may come onto the Property with your knowledge or permission.
I would like SunRun to indicate where my failure to allow them to connect to my internet is a breach of this provision.  I have given permission to SunRun to come onto my property and install an appropriate meter.  Instead of providing equipment that works with the conditions that existed when the panels were installed, SunRun wants instead to connect directly to my router.  This is not required under this agreement.  As indicated in Section 2(e), installation and monitoring of the meter is at SunRun's expense.  Connection to my internet router and use of my internet comes at my expense. 
Further, SunRun has continually pointed to Section 13(a) of my agreement, which is as follows:
(a) You agree to grant SunRun or its contractors access to your Property for the purpose of designing, installing, operating, maintaining and testing the Solar Facility and performing SunRun's Obligations. SunRun agrees to give you reasonable notice when SunRun needs to access your Property for any of the foregoing purposes and will endeavor to restrict such access to normal business hours.
Note that Property is defined as property located at [redacted].  That is my real property, not personal property.  I have provided SunRun access to my property and again would like to know where SunRun thinks I breached the agreement. 
Bottom line is that instead of installing equipment that would work for my property based on conditions that existed when installed, SunRun wants to push the burden to me and insist that my failure to allow connection to my internet (which is clearly not required in my agreement ) is a breach of my agreement. 
I have given, and continue to give, SunRun access to my property to allow them to install whatever equipment is necessary on the outside of my property.  I have not allowed (and I am not required to allow) access to my personal property.  Sincerely,[redacted]

Initial Business Response /* (4000, 13, 2015/11/12) */
Thank you for taking the time to share your concerns with us. The Manager of our Service Transfers department has been in touch with you regarding the transfer of the system. He would like to work with you to transfer the agreement smoothly....

Please reach out to him with any questions or concerns you may have.
Initial Consumer Rebuttal /* (4200, 15, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for writing, I am not interested in transfer of an agreement that I have not signed on nor my name is on it. The agreement was made with [redacted] who is now dead, that agreement should be considered voided. My final request is to terminate the lease and remove the panels. thank you.

I spoke with Woodward by telephone on 6/23/**. His complaint was regarding an issue he is having with pigeons nesting underneath the solar panels we installed on 4/7/**. He requested that we come out and resolve the pigeon problem at no cost, per his complaint. In order to rectify the wildlife...

issue, he would need a Critter Guard installed underneath the panels to prevent nesting. Typically, Sunrun's warranty does not cover wildlife removal, however, if wildlife were to cause any damage to the equipment that affects production we would repair that equipment. We do not actually install Critter Guards but work with a trusted partner Solar Maid. When I spoke with Mr. Woodward I informed him that I would, as an exception, dispatch this to Solar Maid to install a Critter Guard and we would cover the cost of it.  He accepted the offer. The dispatch was accepted by Solar Maid, and they will work with him directly to schedule a time for install. He has my direct contact information should he need to contact me for any reason.

Complaint: [redacted]I am rejecting this response because:They did not offer to lower my monthly payment.  They owe me $[redacted], I shouldn't have an monthly payment.  They have been out, they inspected the system and failed to correctly diagnose the problem with the production, come up with the parts to repair it, and admitted that it was improperly installed in the first place.  I asked them why I would want to purchase the broken system they abandoned me with nearly two years ago.  They can remove the system, but refuse because they are still trying to rip me off. Let their continual dishonesty in their response to this, and other complaints be a warning to anyone considering them.  I will be writing a letter to Costco as well.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.  I accept the $[redacted] credit to replace roof tiles taken.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:  Sunrun has not completed the work on the system as of [redacted].  The work need to be completed and also there has been no resolution on the billing issue.Sincerely,[redacted]

The customer contacted Sunrun requesting to have panels removed from home that a tenant installed while living at home. Spoke to customer on [redacted] and advised would be working with legal and service team to resolve the issue. Confirmed with customer [redacted] that someone will be contacting to...

schedule the removal of the system and conduct any needed repairs.

The customer contacted Sunrun regarding the purchase of the system or lowering of monthly rate. Spoke to customer on [redacted] and advised options for purchase. Also spoke to customer about a rate modification. Requested yearly true up for review and will be working with customer to make correct...

adjustments to solar rates.

The customer is aware that the service department is working to resolve the issue as quickly as possible. A tech has already been out to home and diagnosed the problem and is returning later in the week to correct. 
Will continue to work with customer and provide updates until issue is resolved.

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.
My complaint with Sunrun is resolved.   The money owed has been delivered.   I tried to update the complaint through your complaint management system but couldn't find a way to flag it as resolved.
Sincerely, [redacted]

Thank you for the feedback - A Field Service Coordinator will contact you to compensate you for the roof repairs.

[redacted] is requesting we discontinue any further communication with him. We were unable to install the panels due to the condition of the roof. I reached out to the project, as well as the installation coordinator and requested they cancel this project and discontinue further communication. I...

received a confirmation that the project has been cancelled. I contacted [redacted] on 7/10/** by telephone but had to leave voicemail. I sent a follow up email on that same day indicating we have cancelled the project. I followed up again today via email and telephone and spoke with [redacted], she confirmed they received the email and there was no additional concerns. This matter has been resolved.

The customer contacted Sunrun due to delay in the solar process and changes made to solar contract. Spoke to customer [redacted] and provided options to move forward. Confirmed with customer would have sales rep follow up with and restart the process to insure the customer is receiving what he is...

asking for. Working with customer and sales rep to resolve issue.

We can certainly understand Mr. [redacted]'s concerns. I reviewed the production and it appears there are no further issues affecting his production at this time. In addition, the courtesy credit for his inconvenience has already been applied. If Mr. [redacted] believes he might need to file another complaint in the future, he may do so. At this time, we consider the matter resolved on our end.

(The consumer indicated he/she DID NOT accept the response from the business.)Roofing company did arrive at my home, 03/28/[redacted], and pulled tiles off my roof and then took pictures. In addition, roofer could not explain to us what he was doing. He had a heavy Spanish accent and spoke fast but did not want to speak Spanish he preferred English, my wife's first language is Spanish. So I guess we wait until this company sends their findings. I just hope, since Sunrun sent them out, their finds are not one sided.

Initial Business Response /* (1000, 5, 2015/04/30) */
We appreciate you taking the time to share your concerns with us. It looks like a Specialist has been in contact with you and you are working towards resolution. Should any other questions or concerns arise please reach out to the Specialist you...

have been in contact with.

The customer contacted Sunrun upset that system had gone down 3 times in a short period. Sunrun sent out a tech on 7/27/[redacted] to inspect the issue. Updated the software for the inverter and system has ran perfectly since. Followed up with customer on 8/2/[redacted] and everything is fine.

The customer contact Sunrun because his system had been under performing for about 2 weeks. Tech was out to customers home on 7/21/** to resolve issue, and system is now producing as it should. Spoke to customer on 7/29/** who confirmed work was completed and had nothing but praise for the tech who...

assisted him.