Thomas Glover

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.

I spoke with [redacted] on 7/18/** via telephone. His complaint was that his project to install his solar system never completed. Also, according to him, he never received a phone call from us concerning the project. He had a system designed and was sent the system plans to approve, sign,...

and send back before we could get started with the installation. He said he had some concerns with the system design because the panels were not to be installed on his South facing roof, which typically would be ideal for a solar system. He was told the reason we could not install on the South side is because it is not structurally sound during winter months because of snow build up. He disagreed with this, and said he was told by a solar adviser who was installing a system at his neighbors house, there would be no problem with installing it on the South side of the roof. I reached out to the project coordinator who is overseeing this project and he informed me the structural engineer on this project confirmed that we cannot complete the install on the South side of the home, and gave the reason of potentially snow build up. After informing  [redacted] of this, he chose to move forward with the project and was sent a copy of the change order of the system plans with the understanding the panels will not be installed on the South of his roof.

Initial Business Response /* (1000, 8, 2015/10/15) */
Thank you for taking the time to share your concerns with us. A Specialist has been in contact with you and preforming a system analysis. The pigeon issue has been resolved and we are working internally for compensation. Should any other...

questions or concerns arise please reach out to the Specialist in contact with you.

Complaint: [redacted]I am rejecting this response because: $350 of the $450 was sent but $100 still owed.  Sincerely,[redacted]

Thank you for your feedback - The promotions team ordered the appeasement on March 17th, 2016 to be sent to you.

Complaint: [redacted]I am...

rejecting this response because:They have told me before they were going to contact me about coming out and fixing the problem and didn't.  I will wait til they show up and actually fix the problem. Then I will decide if the complaint has been taken care of.Sincerely,[redacted]

We received contact  from [redacted] agent on 4/3/** indicating he would be selling his home. Since the system is leased it would require a transfer of the system to the buyer of the home. Our Service Transfer team handled all aspects of the transfer including communication with the...

buyer and seller's agent. The requirement for a completed transfer includes Service Transfer form signed by the seller and buyer, credit check by buyer, and proof that the title has been transferred to the buyer. The dispute with [redacted] is that he moved out of the home on 5/5/** so he should not have been billed after that, and his bank account was charged under the automatically bill pay for $[redacted]. 
I informed [redacted] that it is the seller's responsibility to send us proof of title transfer after they close and we included in our email communications that they are responsible for all invoices until we receive proof of title because we cannot transfer the agreement to the new homeowner until we receive proof that they own the home. Even though we did not receive this until 6/7/**,  we back dated the effective date of the service transfer to 5/10/** (the last day of that billing period), instead of invoicing them through June 7th. Due to the billing cycle that this customer is on, the invoices are generated on the 11th of every month. The invoice that was generated on May 11th, was for the service period of April 11th through May 10th. The reason they have been invoiced through the 10th is because it was less than 5 business days before the end of the service period and past the cut-off date to prorate the final invoice. This will be the last billing invoice for[redacted]. The service transfer has been completed.

Complaint: [redacted]I am rejecting this response because:
I got another email from Sunrun trying ti sell solar panel. again. First they call me by phone illegally, now they send illegal email. They sentme email claiming my phone # is blocked so they sent me email telling me it is blocked & to call them. I tried 4 times, twice I got call voicemail twice someone picked up but did not say anything. All I heard was background voices. They still did not respond to my original questions. Apparently it is normal procedure with this company to ignore the DO NOT CALL list & send illegal email. I want me questions answered.
 
 ThanksSincerely,[redacted]

I spoke with [redacted] on June 9th, [redacted]. His request was to be paid for his labor of cleaning up bird debris from underneath his solar panels. He had pigeons that nested underneath his solar panels. [redacted] initially contacted us 5/29/** via email to request pigeon proofing at his...

residence. He received a response from one of our customer care representaives on 6/2/** to call in to customer care to start the process. We received contact from him on 7/24/**. We do not automatically install a critter guard, according to his contract. We scheduled an appointment for the install. When we came out to the home we were unable to install a critter guard until the birds were removed. We sent one of our partners out, SunSystems on 8/11/** and they washed the modules and installed 50ft of the critter guard, but could not finish because of the pigeons, and an attempt to have animal control remove them was unsuccessful. [redacted] hired a company, [redacted], to remove the panels clear the pigeon debris and complete the critter guard. We reimbursed the company for the clean up. [redacted] has just recently requested we give him reimbursement for his own personal time to clean gutters. There is no evidence or documentation that the cost for his time and labor would equal the amount he is seeking. I informed him we would not be able to pay him for his own personal time. He is disputing the balance due on his account as well, because he feels he is not saving and also the situation with the pigeons. The balance has not been paid in about a year and a half, so the service is scheduled to be disconnected. I informed him that we would not be able to adjust his final balance because he still received the service and it is valid.

The customer contacted Sunrun because during install wires were left exposed and requesting someone out to cap the wires. Spoke to customer [redacted] and advised working with the local coordinator and Pepco to have issue resolved within next few days. 
Provided customer contact info and will...

keep updated with status reports until work completed

I reached out to both representatives listed in the complaint to get an explanation of the situation, both did confirm they offered to reimburse [redacted] for her traveling expenses. She was sent a Docusign form to sign for W-9 reimbursement purposes which was signed and sent back. [redacted] was...

sent an email by the talent operations coordinator working on the reimbursment on 5/22/** explaining that the check was sent on May **, [redacted] via United Postal Service. I called [redacted] on 5/25/** to apologize for the miscommunication. I did explain that a check was sent out on 5/**/** via [redacted] and she should receive it soon.

The customer contacted Sunrun due to delay in having inverter replaced. Advised customer [redacted] request is in for new inverter just waiting for it to arrive from manufacturer. Provided customer contact information and will stay in touch providing updates.

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

Initial Business Response /* (1000, 5, 2015/09/28) */
[redacted], thank you for your feedback regarding the solar production credits. A customer care specialist has reached out to you and SCE and was able to resolve the situation. Your lost credits should appear on your next SCE invoice. Please let us...

know if we can further assist you.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just got my Bill from SCE and still no solar credits so between the two companies my Bill is $240. Before solar it was $80 something is still very wrong.
Final Business Response /* (4000, 9, 2015/10/15) */
Thank you for following up. We have reached out to Southern California Edison and it appears they have not been recording your solar credits in their system. We have been informed by them that these credits will appear on your next invoice. Thank you for your patience and should any other issues arise please reach out to the Specialist in contact with you or contact Southern California Edison directly.

(The consumer indicated he/she DID NOT accept the response from the business.)The system appears to be operational. No one from Sunrun has ever contacted us regarding our loss of use damages on this or to confirm that the system is properly functioning. This matter is NOT resolved.

[redacted] started experiencing issues with her system's production on April 18, [redacted]. We attempted to get it corrected by sending a service tech to replace the inverter, which was the part of the system that failed. The replacement that the service technican brought out was also getting an...

error code which prevented us from replacing that inverter at that time. We had to order the part from the manufacturer which caused a delay in the replacement. We were able to get a technican to replace the part on 6/2/**. The customer is covered under our production guarantee, which means she will be credited if she does not meet the expected generation in her agreement. In addition to the production guarantee,  I issued a credit for 2 months of service for her inconvenience.

The customer contacted Sunrun about system under performance and receiving high utility bill from utility. Spoke with customer on [redacted] and advised customer that system has been over producing for sometime but production dropped for a few months. Explained to customer that received a credit...

in[redacted] for the under production. Advised customer to provide remaining bills so another credit could be applied to account per solar contract.

Complaint: [redacted]
I am rejecting this response because:   I want to make sure this problem is resolved before this case is closed. We were promised it would be fixed before and it wasn't, so we are very leery of these promises. 
Sincerely,
[redacted]

Thank you for sharing your concerns with us. A Customer Care Specialist has been in contact with you to come to a resolution regarding the roof repairs. Should you have any further questions or concerns, please reach out to the Customer Care Specialist in contact.

Complaint: [redacted]I am rejecting this response because:
Hello Revdex.com – I am rejecting their response yet again.  I am also questioning how they can have an A+ rating as I have read through all the complaints on the site regarding Poor Customer Service and poor business practices of living up to what was provided at time of sale
 
At the time of my sale, I was told it would be $600.00 to remove and reinstall all of my panels if I ever had issues or needed to replace my roof.  In this day and age, I didn’t think I needed a piece of paper to prove that, I would assume the technology would allow it to be referenced in my account and again would assume if I was told that, they would add it and it wouldn’t become such a battle.  Why would I make this up and why after showing them emails would it even be in question.  Sunrun is refusing to honor that and trying to charge me $2,700 to remove all my panels.
I have had a leak in my since the beginning of January.  I opened my ticket on January 12/13 and they sent an inspector out and said the issue is not solar related, however they only inspected the issue from the attic, never got on my roof or removed any panels to truly understand the cause.  I don’t know how anyone can understand the cause without being on the roof.  I dispute that claim as if I didn’t have solar panels on my roof, I would not have this issue.  Since them, I have been trying to get a second opinion as I have had multiple contractors tell me it is a causal relationship between the solar panels and the damage.  Regardless, I have been waiting on Sunrun to get a person to my house for weeks all the while I have a hole in my roof.  Sunrun is claiming they are compromising and provided me a $570 quote to remove 4 solar panels and are not honoring the $600 as for the price difference, I explained, I will pay the $600 to have all panels removed, but they are not honoring their initial agreement even though a customer representative [redacted] and her Manager [redacted] already agreed.
I have requested that my case go into arbitration as per my contract that is my only course of action.  Sunrun has essentially refused to do anything, keep saying they are going to send someone and yet nothing happens except my house sustains further damage due to the issue.  They continue to respond to you that they are working with me, however they are not honoring their end and providing false / half the information to you and not responding to my concerns.  I have since retained legal counsel and they are now attempting to contact Sunrun to pursue this on my behalf as I do feel we are at a standstill
 
Sunrun to pay for the repair of my existing roof leak.  Estimated cost is about $500- $1,000
 
Sunrun to pay for the repair of my ceiling in my bedroom that is stained due to the roof leak.  I haven’t talked to a contractor yet due to the leak still exists.
 
Sunrun to absorb the cost of removing the 4 panels and re-installing the 4 panels and / or Sunrun to honor the $600 to remove / reinstall of all the panels
 
Sunrun to work with me on installing critter guards to prevent any further / future issues to my new roof that I will be installing
 
Sincerely,[redacted]