Thomas Glover

The customer contacted Sunrun to have inverter replaced. Advised customer that the inverter has been on back order but recently shipped. Advised customer would keep updated with status of shipment and once received branch would contact to schedule install.

Complaint: [redacted]I am rejecting this response because:  I appreciate the phone call I received yesterday from Angeline Romero at Sunrun, she was very polite in listening to my concerns.  However, at this point nothing has been resolved. She has explained the process and said it might take up to one month or more to resolve.  I understand that and I am willing to be patient to hear their outcome, in the meantime nothing has been corrected and I do not want to close the case until something has been done to correct the problem.  This issue has been going on for one (1) year now, and they have only responded in this manner after I had to file a formal complaint against them.
I would like to thank the Revdex.com for their assistance and ask that they continue to keep this complaint open until a resolve has been received.
 
Sincerely,[redacted]

We cannot be certain why Mr. [redacted] had previously been unable to speak with anyone in customer care. We operate a toll free customer care phone number that is available 6 days a week, and any representative would be able to assist with explaining his bill. The last conversation we had with Mr. [redacted] was on 6/28/**, we explained to him that his system is indeed producing. The balance on his Sunrun account is for service we have already provided. We do not have the ability to determine why his utility billing is higher than he expected. One 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 declined. We do not see a valid reason to make any credits or adjustments to his Sunrun bill.

Complaint: [redacted]I am rejecting this response because:
For the first three (3) months in [redacted], we kept on telling  and asking the people at Sunrun that something was wrong with the system. They kept on insisting that the system was overproducing, but could not tell us where it was going and wouldn't come to run an analysis then. Their answers were demeaning, belittling,  and upsetting to the point that we stopped calling and started writing e-mails. Now, after almost 3 years, a bad review, and us contacting the Revdex.com, they want to run an analysis. Regardless all the above, during this time we found out that there are many reasons why we didn't and will not benefit from these panels:
1. We do not live in the home year round.
2. There are not enough panels for the size of the house.
3. The program might benefit  businesses, but not retired people like us.
In conclusion we want the panels off our roof.
The enclosed letter, previously sent to Sunrun, and to you,  will explain it all even better.
To Whom It May Concern,
Towards the end of [redacted]   I was convinced by a salesman, [redacted], to install Solar Panels on my fairly new  house in [redacted].
I was impressed by the fact that it was a State sponsored program, approved by the then governor, [redacted], in order to fight Global Warming, at no cost to the consumer. Knowing that Global Warming is for real, I wanted to do my part in saving energy.
At that point, I asked a few questions. 1. How much will my monthly electric bill  be after the solar panels are  installed? He replied that it would be half the amount we currently pay. After a quick calculation, he concluded that my average monthly bill would be no more then around $[redacted] What I had heard so far was like a dream! Number 2 question was, "What if something will go wrong while we were in [redacted] for the winter? His answer was, "Not a problem, because we monitor the system from the office with the phone." (By the way, lately, talking to another major solar company, I found out that I should have been disqualified for the program because I'm not a full time resident at this address.)
Regardless, the system was installed, final inspection done and turned on and ready to go, as far as I was told. While in [redacted], I received the electric bill for the next month. My wife and I were flabbergasted, It was [redacted], we have never paid more than around $[redacted]. We have always been way below the "Efficient Neighbors" in our [redacted] Home Energy Report, not this time! To our surprise we actually used 20% more than all our neighbors!!!! It was, and still is, very upsetting to say the least!!! My wife started to call Sunrun, talked to many different people who, instead of trying to find out what the problem was, told us repeatedly, that we must have been using the energy, because the panels were producing enough energy. We called [redacted] , they also had no clue of what was going on. These conversation went on for a while, and nothing was done about it.  My wife and I, both, were made to feel belittled and stupid.  Finally, not knowing where this power was going to, and thinking that maybe the company failed to activate the system, I had the switch in the garage turned off, by then I also realized that the Solar panels were using the electricity provided by [redacted].
On [redacted], after getting nowhere with the phone conversation, we decided to communicate by e-mail (we have it all documented and saved.) Since we have not benefitted from these panels, we've asked them several times to remove the panel from our roof, taking care not to damage it, or if so to repair it with warranty. Now we are being harassed by the company.  Just last week we received a few phone calls saying that my total back bill is over [redacted] and if I do not pay right away it will be sent to a collection company and my "Credit" will be ruined.
By the way, if you go on line, you will find out that I'm not the only one having problems with this special interest, greedy corporation.
At this point, since, as stated above,  we are not benefitting from the panels in any way, we only want these panels off our roof. 
Thank you in advance.
Sincerely,
Sincerely,
[redacted]

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]

Complaint: [redacted]I am rejecting this response because:How many times have I heard this before. Still does nothing. This company knows their employees are ignoring federal laws . I have given them names, phone # & email addresses but they refuse to punish them so other people  do the same. Maybe it they  fired them others would obey laws. I am done with this companies stories. Time to file legal complaints since they do nothing to stop illegal activities. Two other solar companies were fined millions of dollars for the same thing.Time to notify those attorneys for suit against Sunrun. Maybe then they will  stop these illegal activities.    Thank you Revdex.com for your help even though it did not help.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/05/15) */
Thank you for taking the time to share your concerns with us. We apologize for the negative experience that has occurred thus far. Our records show that a Specialist has been in contact with you to address your issues. Documentation has been...

electronically sent to you that should rectify these concerns moving forward. We are dedicated to turning your negative experience around and into a positive one. If any other issues or questions should arise please don't hesitate to reach out to the Specialist you have been in contact with.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We still need to find out if the solar system is costing us money or if it is in fact saving us money. Further we still need to receive all re imbursments from last year. I thank you for sending us a new contract agreeing to the salesmans original terms. This is a good start. I still think we are going to find we are spending money rather than saving.
Final Business Response /* (4000, 18, 2015/06/25) */
Hi[redacted],
I notice that the customer in this case has replied via email and I'd like to provide a response if possible. The customer's satisfaction is very important to us.
"We would like to reassure the customer that we are continuing to work internally to resolve their issues, even if the case is marked as "closed" on the Revdex.com.
To provide an update, we have recently received the paperwork required to adjust the customer's rate back and can move forward."
Please let me know if this response can be added. Thank you!
Best,

[redacted] Customer Care Specialist
Final Consumer Response /* (4200, 22, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is only one of several issues which the company has caused us sleepless nights, one of which is misrepresenting the fact that we would save money. In fact they advertise that the customer can eliminate their electricity bill with [redacted] completely. Three years into this nightmare we find we are paying the company as much if not more than [redacted] had we not entered into a 20 year contract with them at all. We have paid the company to put holes in our roof, causing damage to our attic and home, cause us hundreds of hours of computer, phone and office work for nothing in fact cost us money. I think the federal government should fine these modern day snake oil sales for false advertising and misrepresentation. If it was not for your firm posting the complaints of the home owners exposing the real practices of these sharlotons they would not give us the time of day. Thank you for your service.

Initial Business Response /* (1000, 5, 2015/10/15) */
Thank you for taking the time to share your concerns with us. A Specialist has been in contact with you regarding the timeline for the service request. We are happy to report that the system has been up and over producing since October 8, 2015....

For any time the system was down you will be supported by our performance guarantee. Should any other questions or concerns arise please reach out to the Specialist in contact with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
The system has been repaired however I am in discussion with them over payment issues during this extended outage. That issue is not yet resolved. Thank you

Final Business Response /* (4000, 15, 2015/11/12) */
Thank you for taking the time to share your concerns with us. A Specialist has reached out to address your concerns regarding the inverter issue, as well as reimbursement. 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.
Final Consumer Response /* (2000, 17, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
credit issued and the matter is closed. Thank you

The customer contacted Sunrun to have all trashed left behind when system removed taken care of and have lawn repaired where trash left. Customer was contacted on 7/6/[redacted] and advised that Sunrun would be sending out a crew to remove all trash and repair the lawn that was damaged. Sunrun has also...

advised customer would be voiding contract and refunding upfront payment for production.

The customer has been advised unable to remove system but was provided with options to lower monthly payment or purchase the system. Also offered to have tech out to inspect the system but customer declined.

Initial Business Response /* (1000, 5, 2015/07/06) */
Thank you for taking the time to share your concerns with us. It looks like a Specialist has been in contact with you regarding the systems performance and provided you with a Savings Analysis. The analysis resulted in a favorable outcome. The...

system has been producing very well since March 2015 over-producing every month! We are constantly working to improve our service time and thank you for your patience. The Specialist will continue to be in touch with you until we come to a resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were told on 7/6/15 that an analysis would be sent to us which we have not yet received. The "new agent" handling the case since Daryl has left the company seems to think that we are only entitled to a $240 refund, although our inverters were not working for very long periods of time and the company failed to monitor them as promised, notify us, and fix them. We had to go online and see that they were not working for ourselves and call for service (after seeing that our electric bills had not shown any significant reduction). The amount of our time wasted calling Sunrun and the number of times that we faxed old electic bills which they in-turn kept losing is unacceptable. This self-monitoring and faulty equipment was not part of our contract. Sunrun has not delivered the service that they promised, yet we paid $3,000 upfront and have not missed one monthly payment.
Final Business Response /* (4000, 9, 2015/07/17) */
Our records show a Savings Analysis was sent to you on 7/2/15. Mr. [redacted] confirmed the email and the credits applied to your account. After receiving your Revdex.com reply we reached out again and spoke to Mr. [redacted] to reconfirm we had the correct email address and that the proposed solution was a favorable one on 7/14/15. If any other questions or concerns should arise please reach out the Specialist that has been in contact with you.
Final Consumer Response /* (4200, 13, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The savings analysis provided indicates that our total cost of energy was $4411.40 from 4/7/14 to 4/6/15. With the 60% savings promised by Sunrun in order to get us to put $3000 down and sign up, we should have saved $2646.84 during this time period. Since we only saved $1244.84, we lost the difference of $1402.00 in promised savings. It was not our responsibility to monitor for faulty inverters that were not working, call repeatedly for service, etc. Thus, offering us $250 compensation is a true insult at this point. We haven't missed one monthly payment of $34.46 either . I kept my end of the deal as the consumer!

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]

I spoke with [redacted] initially on 9/6/17, to address his complaint. He reported that his system has not been working since May and he has been unable to get a technician out to resolve the matter. He said his utility bills have been high due to this. We do recognize that the system has down since May,...

we had this case in our monitoring department and was transferred to our field service team to schedule an appointment. The work order was initially created for the meter not communicating with us but was later determined it was an issue with his inverter, which was part of the reason it took so long to send a technician out. We had to remove the inverter on 8/18/17 and request a replacement for a new one. I contacted the technician and he said the inverter has shipped to him and he is going to replace it in 9/15/17. Although, the customer is covered under our performance guarantee which means he would be credited back for the total amount of kilowatts that he did not produce within his contract, even with the system being down since May he is only 387 kilowatts short of his cumulative production total. We spoke on 9/8/17 and are still awaiting the technician to replace the inverter for this issue to be resolved, we agreed to discuss offering credit when the system is repaired.

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.
They finally contacted us and did get the original tech out to look at our unit. He suggested ordering a part and did so. We had contact separately from SunRun that the inverter manufacturer suggested a fully replacement. The tech did come and replace the one part but I believe SunRun will still be replacing the inverter. Not sure, they are inconsistent with their communication. They obviously have poor communication process within the company as the tech and SunRun are not on the same page. Our system has finally been up and producing after 2 months of nothing  - we lost solar production over those two months that equate to money that we cannot get back. Had their response been more efficient they would have a much happier customer. As our lease is very long unfortunately we cannot switch companies - I hope they take take note of feedback and improve their customer service.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/11) */
Thank you for your response. A Customer Care Specialist has reached out to you and will follow up once the inverter replacement arrives. Should you have any further questions or concerns please reach out to the Specialist in contact.

We certainly understand Mr. [redacted]'s concerns. Again, we must reiterate that he has increased his usage by 94%. Regardless if he had solar or purchased his power from the utility alone, if he increased his usage by 94% he would see a huge increase in his billing. Although, he claims he was told by his solar advisor that he did not have to be aware of his usage, there is no way to verify that. Because we understand miscommunication or misinformation can possibly happen by verbal communication, we write in the contract that he will still get a utility bill and also that his system is only going to offset his pre-solar usage  by a specific amount of kilowatts. We are unable to pay or credit the customer for the overage of kilowatts.

(The consumer indicated he/she DID...

NOT accept the response from the business.)Well after 4 months of being ignored by Sunrun, I finally had the roof damage (caused by the solar panel installation) repaired so that I could finish the gutter installation - tail end of winter by now. Then I get a call from Sunrun's "Escalation Department". Really? In this day and age where I am asked to reply to survey's all the time - in order to rate business performance. In this day and age, where Customer Service is a means to differentiate in a very competitive business environment. Sunrun has an "Escalation Department". Had I known sooner - I would have bypassed the "Customer Service" Group and went right to the Escalation Department - no doubt reserved for customers that don't "shut up" after being ignored for months. Well, the gentleman from the Escalation Department was very apologetic and spoke of Sunrun valuing me as a customer. He indicated that someone would be coming by my home. Two days later, a disinterested individual shows up. He is standing on my front walkway on his mobile phone for :15 - :20 minutes, and finally rings my bell. He introduces himself as Ricardo and says he is from Sunrun. He presented himself very unprofessionally, as a low level disinterested person who was being forced to come to a customer's home. I gave him pictures of the damage taken before the repair and told him it only cost me $[redacted] to have the damage fixed. He took the information and left. No indication of what was next or if he ever intended to follow-up with a "valued" customer. Now that was March 4th, [redacted] - I have not heard from anyone from Sunrun since then. Four months with no interest. I final get the Revdex.com involved and Sunrun's Escalation Department "call to action" is to send a token drive-by with no resolution. I am far from satisfied with this unprofessional organization. My supposition is that Ricardo was standing in front of my house on his mobile phone setting the hook for a new Sunrun customer to be over-promised and neglected once they were conned into the service. The still fledgling solar industry is far too competitive to sustain an ill run organization like Sunrun.

Once again I have spent so much time trying to resolve this issue and Sun run customer support is horrendous at returning phone calls,. I will bot waste anymore of my valuable time on this, They are double billing me! This is illegal! They need to set things right and clear what I owe!
 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2016/01/26) */
Thank you for sharing your concerns with us. A Customer Care Specialist will be in contact with you regarding your roof concerns.

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]