Thomas Glover

Complaint: [redacted]I am rejecting this response because:They haven’t done anything to resolve the issue Sincerely,[redacted]

The customer contact Sunrun due inverter going down. Sunrun has been in contact with the customer regarding the new part and replacement time frame of the failed inverter

The customer contacted Sunrun because of system being down. Spoke to customer on [redacted] and advised that the service department was waiting for a new part to arrive. Once arrived the customer will be contacted to have replacement completed.

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]

On the day of installation, March 7, our Lead Installer, momentarily lost balance and sat on the skylight, causing the exterior layer of the double paned glass to crack. Because the interior glass was intact, the light was not leaking.  The skylight damage was reported to the branch manager on the day after installation.  Attempts to contact the customer were made immediately, however, there was no answer on the customer’s contact phone, and the voicemail was full which prevented the opportunity to leave a message.
In spite of the difficulty of contacting the customer, we were able to reach them, and on the morning of March 12, our Project Planner spoke with the customer and informed him that we were ordering his skylight. She also explained that we would be covering all costs associated with the damage done to his skylight. We ordered the exact model of skylight for the replacement and had to wait for the shipment to arrive.  The customer was aware of this shipping time frame.
When the light arrived, we contacted the customer and scheduled the replacement installation for May 9, [redacted].  The installation is now complete.
During inspection the inspector noticed that the wrong amperage fuses were in the disconnect. It appears the plans had been misread.  On the three line diagram, it stated a 30 amp disconnect and 20 amp fuses.  Our Inspections Coordinator, was present during the inspection and changed the fuses on the spot, resulting in the job passing inspection and was signed off.  The system cannot be turned on and cannot operate until this inspection has been approved.  This is the normal practice set in place to always prevent any risk of fire.
The broken tiles mentioned by the customer have also been replaced.

The customer contacted Sunrun 9/7/** to advise that inverter was replaced today. System showing up and running.

(The consumer indicated he/she DID NOT accept the response from the business.)We believe the system is now operational. However, no one has...

been in touch with us to confirm that the unit is fully operational or to address the damage to us as a result of the system not being operational for a period of time.

The customer contacted Sunrun requesting to have the panels removed from the home. Unable to contact with customer but have advised customer via email and voice mail working with Legal department on the next steps to resolve the request. Provided customer contact information.

Initial Business Response /* (1000, 5, 2015/08/26) */
Thank you for taking the time to share your concerns with us. A Specialist has been in contact with you to go over your timeline concerns. As of now, all required documentation has been submitted on our end and we await a final site inspection...

from the utility company. We appreciate all your efforts with this process, along with your continued patience. Should any other questions or concerns arise please reach out to the Specialist in contact with you.

This was submitted to our program and sales manager after still receiving email communication from us. [redacted]'s contact informationwas loaded into an Open Queue, we didn't catch the "Do Not Contact" flag, which should have excluded it from upload which is usually  the case. To mitigate future risk or miscommunication we have created a base report that the team can use for future records. We have started a recurring process to flag any record with "Do Not Contact" with correct flags in the system. The error occurred because there was not a profile to "hide" this from reps , and have been actively working with the software team to find a way to hide this from reps. The option to contact [redacted] should not have been available to the rep. We are taking steps to prevent this from happening again.

Complaint: [redacted]I am rejecting this response because:  we have pursued this issue for months.  We started to question the performance of our solar panels in [redacted]  The response time for the entire process has been unprofessional.  The fact that we were passed back and forth from customer service rep to customer service rep was ridiculous.  We had to tell our story EVERY TIME from the beginning when they had ALL of the notes every time and didn't bother to read them.  Contacting the Revdex.com was our last step.   Not fair.  Very frustrated.
We will always recommend any solar company other than Sunrun.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/12/10) */
Thank you for taking the time to share your feedback with us. A Specialist has reached out to discuss your concerns regarding the systems production. At this time, we are working with the necessary parties to investigate the matter. In the...

meantime, should you have any other questions or concerns, please reach out to the Specialist in contact with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sunrun and also Verango solar have always said that they would do something but I have yet to see anything done. I just spoke with a representative named [redacted] with Sunrun and she said that they were going to investigate on how much under the system is producing and that they wanted to give me a check for the total energy that would not be produced over the next 20 years. Let,s see what happens.
Final Business Response /* (4000, 15, 2016/01/14) */
Thank you for your feedback. A Customer Care Specialist is currently working with you to provide a resolution. Please continue to communicate with the Specialist regarding your system issues.
Final Consumer Response /* (4200, 17, 2016/01/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just like always I here a solution, but like always nothing is being done. A Sunrun rep named [redacted] called me and told me that they are not going to take there own solar techs advice on swapping out the panels with larger panels, instead they are thinking about adding 2 or more panels to the panels already up, I have yet seen anything done. Just like always it seems to be a lot of talk and NO action.

The customer contact Sunrun due to system not producing as it should and the time frame the system was down. Spoke to customer 3/2 regarding system issue and advised would be working with our service department to resolve. Assure customer would resolve issue as quickly as possible and clear up any...

billing issues while system was down. Provided contact information and set future follow up date with customer to discuss next steps.

Complaint: [redacted]I am rejecting this response because:  My inspector did not charge me for the inspection so Sunrun will not be charged but his findings were not surprising.  His findings about leaks from the penetration points were negative but I do have two leaks around vent flashing caused by excessive weight from the panels and the personal that were on my roof.  In addition the repair to the 1" hole was done poorly and is not acceptable and will be repaired by the roofing company not Sunrun,, this repair will be forwarded to my insurance co. to recover the money.  My inspector also found that at every penetration point the shingles were severely damaged from ripping up the brackets to the point of the shingles needing to be replaced, at the least extra sealant should of been applied but was not to prevent future leaks/water damage.  Sunrun has proven that customer service is not their goal but profits are.  They have damaged my home and are not willing or capable of putting it back to it's original condition.  We are glad that we have been able to have their substandard product off our property and I hope this statement will stop future home owners of making the mistake of using this substandard company.Sincerely,[redacted]

Thank you for sharing your concerns with us. It was reported by one of our branch representatives that the roof has been fixed and the rebate issue addressed. Please work with the Sunrun representative in contact if there are any further concerns.

There was only one email communication after the previous response to Revdex.com and Sunrun keeps telling the same "we have addressed your concern". But the fact is that they never responded to my ask "Sunrun never signed nor acknowledged the lease agreement" nor addressed any concern. This has been asked atleast 30 times via phone, email & Revdex.com and they never responded to this. Let's see if they will ever respond to this ask.
Having said that the Sunrun also never called or briefed me about the terms & conditions associated with the agreement. However now they say they have done it during the lease transfer time. They simply ignored signing the lease agreement and funny to believe they briefed upon the 20yr lease agreement.
 
 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Complaint:[redacted]I am rejecting this response because:I will not close this until my system is repaired. I feel I had to be the squeaky wheel in all of this to even get them to do something. We will see if my system gets repaired. Then and only then will I be satisfied. This is costing us a lot of money! Sincerely,[redacted]

The customer contacted Sunrun because he has not received his deposit back after the cancellation of his system. Advised customer on 9/9/[redacted] that issue is being looked into and all requested information was sent over to accounting department. Working on solution for customer and updating customer...

with progress.

Initial Business Response /* (1000, 5, 2015/11/10) */
Thank you for taking the time to share your concerns with us. A Specialist has been in touch with you regarding the system issue and the surrounding situation. We're happy we were able to come to a mutually agreeable solution. Should you have...

any other questions or concerns, please reach out to the Specialist in contact with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did finally get back to me and acknowledged their issues. While I am not 100% convinced they will deliver this time I am willing to give them the benefit of the doubt.
I will refile if needed.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
 
There is still a 1"hole that the wire conduit from the panels went through my roof that has not been repaired.