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Thomas Glover

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Thomas Glover Reviews (423)

Complaint: [redacted]I am rejecting this response because:
Thanks to Revdex.com ,a Sunrun representative finally contacted me...

after several months of I attempting to request them for a lease transfer copy. However, the response from Sunrun is a complete false and outright lie. It is quite surprising how they are trying to falsify the email conversation I had with them. 
 To this note, I’ve attached 3 documents.
 
The first attachment is a contract agreement between the original owner of my previous home.  This has nothing to do with me at all and not even sure why they sent it to me. Infact its not a good idea for Sunrun to share the original owners complete contract with me. Note that they also named this as Peddu agreement which is made by previous owner.
The second attachment is “transfer of lease” document where the previous owner signed & I signed as part of the home purchase. Here, it is important to note that Sunrun never signed & acknowledged this document. Only if Sunrun signed this document, the transfer of lease would be a valid one.
I’ve attached the email conversations I had with [redacted] at Sunrun. Repeatedly I have asked him why Sunrun did not sign the transfer document which he never answered. Repeatedly I told him I was never briefed about the terms & conditions of the lease agreement with the Sunrun and he didn’t answer straight to that. Repeatedly I told him if ever had known that I’m binded by a 20yr long with a monthly bill of [redacted] which is way more than the regular [redacted] bill, I wouldn’t have opted for this lease. In the end & without any answers, he sent an email saying that “I have answered all your questions”. This is just to address this to show the Revdex.com that he responded. The email attachment shows this all.
Also I’d like to note that, the current rates for solar have become very cost effective from the time the original owner purchased and also the time that I moved into the house. It is not good for Sunrun to bind me for a longer term (20 long yrs) & higher rate at a period the rates are competitive from different solar vendors. The way Sunrun tried to make me a ploy in their game as per the emails, I no longer wish to continue with this company and seeking help to terminate the contract with them.Sincerely,[redacted]

The customer contacted Sunrun due to the time frame it has taken to have their system install completed and to have the system turned on. Advised customer on [redacted] that the final process was delayed due to local company changing process and polices. Advised customer that everything will be...

completed by end of the week and would be hearing from local project planner within a week.

The customer contacted Sunrun to have meter replaced so he is able to monitor the production of the system hourly. Spoke to customer on [redacted] and advised that current meter is working and at times will not update production hourly but daily. Provided customer with a graph of production of his...

solar system and that the system if performing as it should.

Initial Business Response /* (1000, 5, 2016/01/15) */
Thank you for sharing your concerns with us. A Customer Care Specialist will reach out to you to address your concerns with Billing and Collections.

The customer contacted Sunrun in regards to receiving an invoice and how to have it paid. Reached out to customer, customer setup appointment with to discuss and review invoices.

Thank you for reaching out to us [redacted] via the Revdex.com. Again, Sunrun is sorry to hear about your concerns with usage, offset and billing. We've been trying to collect a full years worth of utility bills to run a complete savings analysis for a couple months now. Running this savings analysis is the only way for us to get a true look at your usage and offset.  Unfortunately, we have no affiliation to your utility company in order to obtain these bills. Based on the portion of bills we have received, you should be saving with solar. Your price per kWh for solar is less than the price your electric company charges. Also, our internal monitoring system shows the [redacted] is producing per the contractual terms. Right now, our analysis has led us to believe your overall usage has increased. Therefore, you would be paying more to your utility company.Please reach out if you want continue with a savings analysis. We are more than willing to evaluate your complete usage and help you understand the full picture.

The customer contacted Sunrun because of the delay in having the panels hooked up and connection completed. Spoke to customer [redacted] and provided update on next steps and confirmed appointment with utility to complete the hook up and relocation of needed equipment. Provided customer with contact...

information and advised would continue to provide with updates to progress.

The customer contacted Sunrun upset that received high utility bill and didn't think system was generating energy. Spoke to customer 8/9/16 and reviewed customers system production. Advised customer how system had been over producing before customer turned system off. Explained to customer that high...

utility bills may be from increase in usage or rates. Offered to run analysis to show savings customer declined.

Kim [redacted] was presented with the agreement, and signed in person September 7th 2017 8:40 pm 2017. We then proceeded to install the panels the substantial completion happened December 14, 2017. Afterwards the customer then received permission to operate from the utility company December 12,...

2017. Kim called in January 21st to have her preferences changed to paper billing, and also called in February 5th 2018 to advise us she was selling the home. A Service Transfer Specialist was in contact with her from February 5th to February 25, 2017.  Customer advised she was not selling her home until April, so the service transfer was closed. Kim requested a copy of her agreement again February 28th 2018.  We send customers copy of their agreements, and provide the documentation to make customers aware of the steps they are taking in the process. Per our notes the customer is aware of the 20 year agreement and at this time the agreement is valid. If the customer is selling the home she can purchase the system during the time of sale or wait till her 5th year anniversary and purchase the system at that time. I have attached the certificate of completion.

The offer to pay for [redacted] traveling expenses was done through a manager in our sales department. He confirmed that he offered this as a courtesy and the check was mailed out on 5/**/**. This is not a Sunrun policy, which unfortunately we do not have a standard process and estimated time frame that we can abide by. I did inform [redacted] on 5/25 that the check was mailed out already. At this time we have considered this matter to be resolved on our end.

Complaint: [redacted]I am rejecting this response because: More lies. I got another phone call from sunrun yesterday 12/02-2013. They know exactly who is doing this because I gave phone # & email addresses. DO BUSINESS WITH THIS COMPANY. They refuse to stop gal calls & email. They ignore using the FEDERAL DO NOT CALL REGISTRY. I suggest they check the law about calling people on the list. If they do not know they are BREAKING THE LAW. This going on for a long time. I never contacted this company for anything. I never heard of them until I started getting ILLEGAL phone calls & email. They must know where they got my info from or I would not be getting anything from them.  STAY AWAY FROM THIS COMPANY. 
Sincerely,[redacted]

This is a duplicate complaint and already being addressed.

Complaint: [redacted]I am rejecting this response because: I have had solar from SunRun for almost 3 months and they just keep putting me off. "We're working on it." They have been saying that for weeks. My electric bill is higher than it has ever been and I have been in this house 11 years. So, I have to pay [redacted]'s bill and SunRun too. I live on social security and this is killing me. Sincerely,[redacted]

Complaint:[redacted]I am rejecting this response because:  I was never advised by the company who installed the system that tiles were broken, even though I was at home when installation was finished.  They never spoke to me before leaving and did not leave any broken tiles at my residence.  I only know of 4 tiles sitting on top of my roof by the chimney stack because my son inspected the roof top the next morning.  Also, I know for a fact that there were no broken tiles before the installation because I had another roof company inspect my roof for broken tiles just days before the installation.  Sunrun has offered to credit my account for the missing tiles, but I am not sure the amount will cover the cost of the tiles, as the house is 17 years old and I am not sure how to  go about find matching tiles.  I prefer to have the tiles rather than the credit as I will eventually sell my house and the new potential owners may want the system removed.  I would then use the tiles to properly cover the roof.  I would rather have Sunrun find 12 matching tiles and bring them to my residence.Sincerely,[redacted]

Customer contacted Sunrun to request all damage done to home during installation be corrected. Have spoken to customer 7/7/[redacted] and customer is working with branch level manager for quick resolution. Provided contact info for customer to have for future reference.

I followed this rejection up with a telephone call and spoke with Mrs. and [redacted]. Their complaint is regarding high utility bills. There appears to be a misunderstanding about what the customer system is set to produce and what they are actually producing. They claim they were told by the sales representative that they could have unlimited usage, and they would not have to pay the utility more. Per their agreement the system should offset their pre-solar usage by 95% of an average of 568 kilowatts a month. If they stick within that usage they should not have a utility bill from their utility company, aside from fees and taxes. However, they sent me a copy of their utility bills for the past year and I determined they are using much more than that. They are also using more than their pre-solar usage causing them to have higher bills. To their point they had an issue with their system causing underproduction. We gave them a credit for the missing kilowatts that applied yesterday. I informed them that they need to contact their utility to determine why their usage has increased. Also, we are unable to do a Savings Analysis because they have not had the system for a year. Now that the system is performing to it's capacity they should make up the missing kilowatts. We can do a saving analysis in February once the system performed during the winter months as well, where they should see a drop in their usage which should mean a lower utility bill.

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. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/10) */
Thank you for taking the time to share your concerns with us. We take the safety of our customers very seriously and this case is being handled with high priority. Our file shows we are currently in contact with you to have all damages repaired...

as soon as possible. We will stay in close contact with you until we come to resolution. Thank you for your patience.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am Sorry but I cannot accept your response, due to the fact that most of it is UN-True, It has been Several weeks since I heard from anyone at your company, and here are the last 3 responses that I did get from representatives of your company.
1) [redacted]. said during a phone call on 07/22/2015 I see you have 3 claims here for damages to your home and business. I want to let you know we will NOT be paying ANY of them, And we are sending you to collections.
2) Charles Branner. said during a phone call on 07/24/2015, It does not matter that Billing has been suspended on your account you have now been sent to collections, and the entire amount of the solar system over $58,000.00 is now due and payable immediately.
Also on 07/24/2015 I received a letter from your collections dept that says during the Week of Aug, 3rd one of Sunruns partners will be Visiting my property to DE-activate the solar facility.
So just to recap, the last several communications that I have received from your company have not given me any indication that you are actually going to repair anything. In Fact it is quite the opposite, My Claims were denied, I was sent to collections, and I was told that one of Sunruns partners would be De-Activating my system.
So I am not sure how your file says that you are in contact with me to complete the repairs when I am receiving notices from collection departments, and other notices telling me that you will be deactivating my solar system. None of that sounds to me like you are working diligently to complete the repairs to my home !
your response says and I quote " Our file shows we are currently in contact with you to have all damages repaired as soon as possible."
So I hope you can see the conflicting information that I am getting out of your company, and how I cannot accept the response that says you are going to repair any damages because I don't believe that to be true.
Send me something in Writing that says you will be sending Checks for the repairs, or better yet since you have most of the Repair quotes already send the checks to at least get the repairs started. $1127.94 for the carpet, so my home will no longer smell like burning plastic.
$7600.00 for the Electrical inspection and Spa and generator to be installed. Then we will see what the inspection reveals and what repairs will ultimately have to be completed to make my home safe again.
That alone will restore some of my faith in your company and show me you take the safety of your customers very seriously.


Final Business Response /* (4000, 9, 2015/08/26) */
We have been continuously attempting to get in touch with you to have a technician look into the roof leak. Please contact your Specialist so we can move forward towards a mutually agreeable resolution.
Final Consumer Response /* (4200, 13, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In addition to the roof, there are other areas that still need attention, You have the quotes for the Carpet, and the Electrical work, that still need to be done. As well as Lost Income all of these issues need to be addressed. Not just the Roof leak.
An acceptable resolution to the whole situation would be to send the checks that I was told were already on their way, for the Carpet, and the Electrical repairs total: $7827.94
Once those checks have arrived and the repairs have been Scheduled, It would be very Easy to get all the repairs completed at once, So I don't have to continue taking time off of work for one repair after another.
Otherwise, What you are proposing would mean that I would have to take a day off of work to meet the roofer here to assess the roof leaks, Then I would have to take another day off of work for the roof repairs to be completed, That is if the Roof repairs can be completed in one day, Then I will have to take a day off of work for the carpet to be replaced, Then I would have to take one or more days off for the Electrical Inspection and repairs to be completed. That many MORE days off of work in addition to the over 30 days I have already lost is just UN-acceptable.
Lets make this easy on each other and just get it all done at once, then everybody will be happy...

Thank you for sharing your concerns with us. The system is now operational. A Customer Care Specialist will be in contact with you to follow up on these issues.

Thank you for sharing your concerns with us. The Sunrun [redacted] Branch is handling the situation - they and/or a Customer Care Specialist will follow up with you regarding the status of the skylight and roof tiles.

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Address: 595 Market St Fl 29, Hanover, Massachusetts, United States, 94105-2802

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