Thomas Glover

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]

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].

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 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]

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]

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.

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]

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.

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.

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]

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.

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.

[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.

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.

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 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.

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 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.