Thomas Glover

Complaint: [redacted]I am rejecting this response because:Sunrun continues to take zero responsibility. They told me I can submit the bills for my repairs.  However, they have made it clear that they are not committing to reimbursing me for any of my expenses. 
Sunrun also said they would send out a contractor to make repairs. However, no one ever showed. They are great at lip service. But never follow through on any claims. 
Sincerely,[redacted]

Thank you for your feedback. Please contact the Customer Care Specialist in touch with you - The system has been operational as of February 17, 2016. For any lost energy production, you are protected by the performance guarantee.

The customer contacted Sunrun to request a formal apology and to have bill adjusted. Spoke to customer and addressed all concerns. Customer was please with resolution.

The Customer is working with the legal department to a resolution.

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. Sunrun corporate office has been informed that any future solicitors impersonating, representing, assuming, et al, the Sunrun name will be arrested and prosecuted to the fullest extent of the law. Sunrun representative acknowledged and understood that claim.
 
Sincerely, 
[redacted]

System has been removed from home per customer request. Also followed up with customer regarding system removal and all repairs.

Initial Business Response /* (1000, 5, 2015/05/12) */
Thank you for bringing this contact information issue to our attention. After working internally we were able to update our system and Fed-ex a check made out to the correct name. After checking the Fed-ex tracking it looks like the check has...

been delivered on Monday 5/11/2015. Thank you for your patience while we worked to resolve this issue.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks to the Revdex.com Sunrun has finally responded to me and has sent me the check and apparently has corrected the name on my account.

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. After this matter was addressed it was resolved quickly and professionally. I don't foresee this happening again. Sincerely, [redacted]

The customer contacted Sunrun to get assistance with half of high true up bill from utility. Spoke to customer [redacted] and reviewed contract with customer. Explained that when the system is down Sunrun will repair and get system up and running in a timely matter. Reminded customer since system was...

purchased performance guaranty is not included in purchased systems and customer would be responsible for any cost to utility when system is down.

I like to dismiss this claim. The customer has taken care of this issue and everything is restored in my house. Thanks [redacted]

This is a bit of a complicated situation. [redacted] was installed by Skyline Solar which was taken over by [redacted]. We show the install date of January 13, [redacted]. Recently, Sunrun ingested [redacted] customers because they went out of business. The customer was not granted permission to operate...

because we needed the documentation from the installation so we can submit it to the utility company, [redacted]. We are not allowed to reach out to [redacted] any longer so there has been a delay in moving forward on a large percentage of the customers. I spoke with [redacted] 7/13/** and explained we are working on getting this resolved.  We were able to get in contact with [redacted] and they informed us instead of trying to get in contact with [redacted] and Skyline, we can have the customer sign a form indicating [redacted] has dissolved and passed along her project. In addition, we need to have one of our technician go out and do a system test. We have scheduled an appointment for 7/18/** to complete the test and the form was signed and returned by the customer. Once we have gathered the documents we can process the permission to operate.

[redacted] was activated on 10/18/2017, Customer contacted Sunrun via phone on 01/02/2018 in regards to having an under production issue. We created a dispatch and had a tech go and investigate the cause of the under production 01/09/2018 .  The tech determined that the issue was shading, it’s...

causing the panels to under produce by 10% it is a design error. We currently have a Customer Escalations Specialist working on [redacted]’s case. A request has been submitted to the Design team on 01/12/2018 to look at what can be done to increase production.  We have tried to contact [redacted] but have not been successful.  We will continue to reach out to the customer as we work towards a resolution. She is protected by the performance guarantee as for the amount of kilowatts the system does not produce.

Initial Business Response /* (1000, 10, 2015/07/06) */
Thank you for contacting us with your Agreement concerns. After reviewing your file it appears a Specialist has attempted to reach you by both phone and email. A copy of your Agreement has been included in this email to help clear up any...

confusion. If any other questions or concerns should arise please reach out to the Specialist or your sales rep that has been in contact with you.
Initial Consumer Rebuttal /* (2000, 12, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm happy to get the original contract offer. We ended up agreeing to 18 panels for a price of $18,500 with a nice simetrical design. They have since changed the design to a jumbled up mess. We are working out this problem.

Initial Business Response /* (1000, 10, 2016/01/29) */
Thank you for taking the time to share your concerns with us. A UCC was filed on the title of the home on November 26, 2015. A Customer Care Specialist will follow up with you regarding your concerns about the UCC filing.

The customer contacted Sunrun because he feels system is under sized and needs more panels. 
Spoke to customer [redacted] and advised would need to confirm usage increase to warrant additional panel. Customer is going to be sending in utility statements for review. Customer provided contact...

information and will continue to work with customer to come to a resolution.

We believe the system is producing lower than we anticipated because of trees shading the customer’s panels.  One suggestion that was made for [redacted] is to trim the trees that are affecting her production. Because tree trimming would only be a short term resolution since the tree will grow back each year, I want to have a full inspection of the system with our design team to determine what steps we need to take to resolve the matter. Unfortunately this can take some time, I did inform [redacted] of this and let her know that I would touch base with her weekly. In addition, she is covered under our performance guarantee and will be refunded for the production she did not receive in her agreement. I have this case pending on my end until this has been resolved.

The customer contacted Sunrun because after going solar did not receive his rebate for Comcast. Advised customer on[redacted] that it was a delay in processing but it has been resolved and rebate has been sent out. Provided ETA of 2 wks

[redacted] Czwakiel 
The customer contacted Sunrun to cancel the solar agreement for Solar. Spoke to customer on 6/21/2016 and advised that the contract has been cancelled. 
Customer was pleased with resolution.

(The consumer indicated he/she DID NOT accept the response from the business.)I have never been contacted by a Field Service Coordinator to compensate me for the roof repairs that I have made. Sunrun indicated that I would be contacted 1 week ago. To date, Sunrun has not made good on their promise to compensate me for repairs made to my roof. These repairs were finished over 1 month ago.

I contacted [redacted] on 8/23/17 but had to leave a voicemail. I called again on 8/24/17 and had the opportunity to speak with him by telephone. His claim is that when he consulted with our solar adviser, he was told he would receive unlimited energy for $135.03. We determine a customer's solar...

system size is by collecting his pre-solar utility bills taking an average of his usage. The system was sized to offset 95% of his pre-solar usage. We presented the agreement to the customer prior to installation. A year had passed, and he called to notify us that he received a True-up bill from PG&E for  $2,500.00 which was an annual total. He said he was not aware that he was supposed to keep track of his usage or the possibility of getting a bill from PG&E regardless of his usage. We are unable to substantiate his claim that he was told  he could have unlimited usage because the solar adviser he consulted with is no longer with the company. However, we specifically address utility usage in our agreement. On the second page or our agreement we specifically state,  " After going solar you will continue to receive a bill from your Utility. Based on the information you provided Sunrun about your previous year’s power consumption of 8,410 kWhs, your system is sized to offset 95% of the power you currently purchase from your Utility." In addition, we completed a savings analysis and determined the customer's utility usage has gone up 94%,  also we determined that he has still paid less by going solar with Sunrun. The customer has requested we reimburse him for his utility bill. We have declined this request, we were unable to come to a an agreeable resolution. We provided an agreement specifically stating he would receive a bill, we cannot monitor his electricity usage, only PG&E can do that, also his usage has increased by 94%. He would be responsible to pay for his utility bill.