Thomas Glover

Initial Business Response /* (1000, 8, 2015/12/16) */
Thank you for taking the time to share your concerns with us. A Specialist has reached out to discuss your concerns regarding the system functionality and Solar Edge monitoring. We're happy we were able to come to a favorable solution. Should...

you have any other questions or concerns, please reach out to the Specialist in contact with you.
Initial Consumer Rebuttal /* (3000, 10, 2015/12/16) */
Someone from SunRun just contacted me at 9:47 AM PST, and they suppose to call me back this afternoon regarding schedule some one to come over to walk us over the system. I will keep you posted.
Thanks,
[redacted]
Final Business Response /* (4000, 12, 2015/12/21) */
Thank you for taking the time to share your concerns with us. A Specialist has reached out to discuss your concerns regarding the system functionality and Solar Edge monitoring. We're happy we were able to come to a favorable solution. Should you have any other questions or concerns, please reach out to the Specialist in contact with you.
Complaint Response Date bumped because: Holiday

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, 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.

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

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.

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.

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.

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

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 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

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]

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

[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.

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]

(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.

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:They haven’t done anything to resolve the issue Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
that was not the only issue.  
The other issue we had with Sunrun was their inexcusable and unprofessional manner with which they responded to our problems.  Emails went unanswered. Phone calls were not returned.  Each time we called we had to speak with another customer service rep and begin the process again.  All information should have been recorded in our "file" for reference.  This went on over a period of several months.  Sincerely,[redacted]