Thomas Glover

Complaint: [redacted] I am rejecting this response because: it implies that SunRun is actively involved in pursuing resolution Actually, SunRun's legal department did not respond to my attorney's ***, [redacted] letter; so, my attorney sent another now in [redacted] Sincerely, [redacted]

Thank you for your feedback - Our Promotions Team sent the $April promotion to you in December and the $Referral offer should be arriving soon as it was sent for payment on March 9,

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 meSincerely, [redacted] ***

We cannot be certain why Mr [redacted] had previously been unable to speak with anyone in customer careWe operate a toll free customer care phone number that is available days a week, and any representative would be able to assist with explaining his billThe last conversation we had with Mr [redacted] was on 6/28/**, we explained to him that his system is indeed producingThe balance on his Sunrun account is for service we have already providedWe do not have the ability to determine why his utility billing is higher than he expectedOne of the main reasons for a high utility bill is because of an increase in usage on his end, we offered to review his utility billing so we can further investigate it but he declinedWe do not see a valid reason to make any credits or adjustments to his Sunrun bill

I contacted [redacted] on 8/23/but had to leave a voicemailI called again on 8/24/and had the opportunity to speak with him by telephoneHis claim is that when he consulted with our solar adviser, he was told he would receive unlimited energy for $We determine a customer's solar system size is by collecting his pre-solar utility bills taking an average of his usageThe system was sized to offset 95% of his pre-solar usageWe presented the agreement to the customer prior to installationA year had passed, and he called to notify us that he received a Trbill from PG&E for $2,which was an annual totalHe 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 usageWe 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 companyHowever, we specifically address utility usage in our agreementOn the second page or our agreement we specifically state, " After going solar you will continue to receive a bill from your UtilityBased on the information you provided Sunrun about your previous year’s power consumption of 8,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 SunrunThe customer has requested we reimburse him for his utility billWe have declined this request, we were unable to come to a an agreeable resolutionWe 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

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 unansweredPhone 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]

Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ Thank you for taking the time to share your concerns with usA Specialist has been in contact with you regarding the timeline for the service requestWe are happy to report that the system has been up and over producing since October 8, For any time the system was down you will be supported by our performance guaranteeShould any other questions or concerns arise please reach out to the Specialist in contact with you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/21) */ The system has been repaired however I am in discussion with them over payment issues during this extended outageThat issue is not yet resolvedThank you Final Business Response / [redacted] (4000, 15, 2015/11/12) */ Thank you for taking the time to share your concerns with usA Specialist has reached out to address your concerns regarding the inverter issue, as well as reimbursementWe're happy we were able to come to a mutually agreeable solutionShould you have any other questions or concerns, please reach out to the Specialist in contact with you Final Consumer Response / [redacted] (2000, 17, 2015/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) credit issued and the matter is closedThank you

The customer contacted Sunrun due to the time frame it has taken to have their system install completed and to have the system turned onAdvised customer on [redacted] that the final process was delayed due to local company changing process and policesAdvised customer that everything will be completed by end of the week and would be hearing from local project planner within a week

Thank you for sharing your concerns with usThe system is now operationalA Customer Care Specialist will be in contact with you to follow up on these issues

The customer contacted Sunrun because of the delay in having the panels hooked up and connection completedSpoke to customer [redacted] and provided update on next steps and confirmed appointment with utility to complete the hook up and relocation of needed equipmentProvided customer with contact information and advised would continue to provide with updates to progress

The customer contacted Sunrun upset that when having work done on her home she had to cover the cost for the removal and reinstall of the solar systemHave attempted to speak to customer on [redacted] & [redacted] but unable to contact with the customerSent email advising removal and reinstall policy

Thank you for reaching out to us [redacted] via the Revdex.comAgain, Sunrun is sorry to hear about your concerns with usage, offset and billingWe've been trying to collect a full years worth of utility bills to run a complete savings analysis for a couple months nowRunning 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 billsBased on the portion of bills we have received, you should be saving with solarYour price per kWh for solar is less than the price your electric company chargesAlso, our internal monitoring system shows the [redacted] is producing per the contractual termsRight now, our analysis has led us to believe your overall usage has increasedTherefore, you would be paying more to your utility company.Please reach out if you want continue with a savings analysisWe are more than willing to evaluate your complete usage and help you understand the full picture

The Customer is working with the legal department to a resolution

Initial Business Response / [redacted] (1000, 10, 2015/07/06) */ Thank you for contacting us with your Agreement concernsAfter reviewing your file it appears a Specialist has attempted to reach you by both phone and emailA copy of your Agreement has been included in this email to help clear up any confusionIf 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 / [redacted] (2000, 12, 2015/07/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm happy to get the original contract offerWe ended up agreeing to panels for a price of $18,with a nice simetrical designThey have since changed the design to a jumbled up messWe are working out this problem

I spoke with [redacted] and her daughter via telephone today, [redacted] to discuss the complaintThe concern was that she was initially installed with our system 11/21/ [redacted] and said she continued to receive high utility bills and thought the solar advisor did a poor job sizing the systemShe contacted us and a solar advisor came out and installed a second system on 7/12/**According to [redacted] there was no communication with anyone at the company that there would be a cost to install the second systemWe do have the option to add a second system for the customer but it entails a second agreement and second billWe presented service agreement which itemized the monthly rates and kilowatt production for the duration of the agreement, and it was signed by [redacted] [redacted] disputed the validity of the signature because she should have signed any documentsThe solution that we agreed upon concerned the past due balance on the second account for monthsI agreed to make an adjustment of the balance for more than half, and she paid the remaining amountWe set her on autopay so the first and second account will be drafted on the due date, and we will discontinue the scheduled service disconnection and updated our internal collections agency to update their records

From: [redacted] [ [redacted] ] Sent: Monday, June 27, [redacted] 7:PMTo: Sunrun Customer Care ; info Subject: Re: Sunrun Customer Care [ ref [redacted] ] I am not satisfied with how you handled this situation I received an apology email with no changes to my bill after three months of waiting for a response and threats to be sent to collections It was only when I filed a complaint with Revdex.com that you responded In my conversation with MrDonte Smith today, I also inquired about the referral program Only now do I understand that when my girlfriend, [redacted] ***, [redacted] , [redacted] ***, referred me to you, she should have told you by calling you I requested that she receive a referral fee because she highly recommended you I'm glad I inquired about her because I just referred my neighbor last week and did not know to call This should be made more clear to your customers I still hope *** will receive the referral I called Virginia to make the final payment of $ [redacted] today I do not avoid paying my bills I have been waiting for a response to my complaint since April If I have to have any more dealings with your customer service department, I can only hope to have a better experience With solar panels on our roof, I'm stuck with this company for a long while Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/10) */ Thank you for taking the time to share your feedback with usA Specialist has reached out to discuss your concerns regarding the systems productionAt this time, we are working with the necessary parties to investigate the matterIn the meantime, should you have any other questions or concerns, please reach out to the Specialist in contact with you Initial Consumer Rebuttal / [redacted] (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 doneI 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 yearsLet,s see what happens Final Business Response / [redacted] (4000, 15, 2016/01/14) */ Thank you for your feedbackA Customer Care Specialist is currently working with you to provide a resolutionPlease continue to communicate with the Specialist regarding your system issues Final Consumer Response / [redacted] (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 doneA 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 or more panels to the panels already up, I have yet seen anything doneJust like always it seems to be a lot of talk and NO action

I spoke with [redacted] today regarding his complaintHe is claiming that he was told by NRG, which was the company he initially signed up with, which was later acquired by SunrunHe said he was told by sales representative from NRG that he would not receive a bill from his utility company any longer, however, he is aware that if he is using more energy than his system produces he would be billed for that additional usageWe are unable to determine his usage from the utility companyHe is disputing his Sunrun balance due on the account for months of unpaid serviceHe informed me that he is not willing to pay that amount because he still received a bill from the utility company during that time periodI offered to review his bills from the utility company to determine his usage and compare that to his system production to see why he was receiving a bill but he declinedIn addition, he is claiming that he has been unable to reach Sunrun Customer Care and has been unable to speak with anyone since DecemberOur records show we have attempted to reach out by email and telephone on at more than different occasions, we cannot determine exactly why he has been unable to get in contact with customer care

The customer contacted Sunrun to stop all future solicitation and sales rep from coming to his home to sale solarConfirm with our legal department customer has been removed from any time of marketing campaignsSpoke to customer on [redacted] and advised per legal and market he has been removed from all future marketing but can not stop mom & pop companies impersonating SunrunCustomer understood

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