Thomas Glover

The [redacted] has had many service issues in the past yearThey were installed by our partner [redacted] ***, and they have been out to the home on at least different occasion in the past year I spoke with [redacted] on 5/22/ [redacted] and explained to her that I was going to have Sunrun , come out directly, and pull the job from [redacted] ***One of our solar technicans will be out there for a complete investigation of the installWe set up an appointment for 6/8/**I contacted [redacted] today to inform her but had to leave a voicemailThe customer is under our production guarantee and will be credited for any production and had been credited all but two months in the recent yearThey will receive a credit this September since they did not meet the production guaranteeThis matter has not been entirely resolved, but we are working to determine why this particular system is not producing as expected and getting it resolved

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 meSunrun corporate office has been informed that any future solicitors impersonating, representing, assuming, et al, the Sunrun name will be arrested and prosecuted to the fullest extent of the lawSunrun representative acknowledged and understood that claim Sincerely, [redacted]

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

We received contact from [redacted] agent on 4/3/ [redacted] indicating he would be selling his homeSince the system is leased it would require a transfer of the system to the buyer of the homeOur Service Transfer team handled all aspects of the transfer including communication with the buyer and seller's agentThe 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 buyerThe dispute with [redacted] is that he moved out of the home on 5/5/ [redacted] so he should not have been billed after that, and his bank account was charged under the automatically bill pay for $*** 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 homeEven though we did not receive this until 6/7/**, we back dated the effective date of the service transfer to 5/10/ [redacted] (the last day of that billing period), instead of invoicing them through June 7thDue to the billing cycle that this customer is on, the invoices are generated on the 11th of every monthThe invoice that was generated on May 11th, was for the service period of April 11th through May 10thThe reason they have been invoiced through the 10th is because it was less than business days before the end of the service period and past the cut-off date to prorate the final invoiceThis will be the last billing invoice for [redacted] The service transfer has been completed

I spoke with [redacted] on 7/11/ [redacted] via telephoneHer concern was, she didn't believe she was saving any money going solar with SunrunAlso, she felt that she was not getting an answers or follow up from previous customer care representativesShe was sent a Savings Analysis which takes her utility bills while having solar and calculates what she would pay if she had not gone solarShe was sent the analysis but was never given an explanation of how the data was calculatedShe felt the numbers were not accurate, or at least wanted an explanation of how it was calculatedI agreed to create a new analysis to ensure it was accurate and would follow back up with her with the new analysisI called her on 7/13/ [redacted] at the only phone number we have on the account and the one provided int the complaintWhen calling the phone number I received a message "this person is not accepting calls" I sent a follow up email with the new Savings Analysis and directive to schedule a time to discuss the matterI called again on 7/because I had not heard back and still was unable to reach her or leave a voice mailI sent another email today with a detailed explanation of the analysisShe has saved $ [redacted] going solar, also her total usage has increased by 6.76% since going solar which mean she used more electricityWe will consider the matter resolved, but will be available to explain this Analysis to the customer via telephone once we are able to schedule a time to talk with [redacted]

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

The customer contacted Sunrun about system under performance and receiving high utility bill from utilitySpoke with customer on [redacted] and advised customer that system has been over producing for sometime but production dropped for a few monthsExplained to customer that received a credit in [redacted] for the under productionAdvised customer to provide remaining bills so another credit could be applied to account per solar contract

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 caseTo mitigate future risk or miscommunication we have created a base report that the team can use for future recordsWe have started a recurring process to flag any record with "Do Not Contact" with correct flags in the systemThe 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 repsThe option to contact [redacted] should not have been available to the repWe are taking steps to prevent this from happening again

Initial Business Response / [redacted] (1000, 6, 2015/11/03) */ Thank you for taking the time to share your concerns with usA Specialist has been in contact with you regarding the solar incentive bonusWe are happy to have resolved your concerns favorablyShould any other questions or concerns arise, please reach out to the Specialist in contact with you Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your expert handling of this caseNicely done! SunRun made me a happy camper by rushing a $check via next day airI really appreciate the Revdex.com's help and thank youBest regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I do not want this case closed until after something has been resolved At this point in time nothing has changed, they are still referring to "trees", these are the same trees that have been there since the original installation over one year ago This problem has been occurring since the installation took place I appreciate that now they are looking into the problem, (only after I filed this complaint) however, until they do something to resolve the issue I am no better off and have spent $ [redacted] for a product that does not do as promised I look forward to hearing from Angeline Romero who is handling this case at Sunrun to receive an update, as of today I have only had the initial contact I am very grateful for the assistance of Revdex.com, not sure where I would be without it Sincerely, [redacted]

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

I followed this rejection up with a telephone call and spoke with Mrsand [redacted] Their complaint is regarding high utility billsThere appears to be a misunderstanding about what the customer system is set to produce and what they are actually producingThey claim they were told by the sales representative that they could have unlimited usage, and they would not have to pay the utility morePer their agreement the system should offset their pre-solar usage by 95% of an average of kilowatts a monthIf they stick within that usage they should not have a utility bill from their utility company, aside from fees and taxesHowever, they sent me a copy of their utility bills for the past year and I determined they are using much more than thatThey are also using more than their pre-solar usage causing them to have higher billsTo their point they had an issue with their system causing underproductionWe gave them a credit for the missing kilowatts that applied yesterdayI informed them that they need to contact their utility to determine why their usage has increasedAlso, we are unable to do a Savings Analysis because they have not had the system for a yearNow that the system is performing to it's capacity they should make up the missing kilowattsWe 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 I accept the $ [redacted] credit to replace roof tiles taken.Sincerely, [redacted] ***

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 expensesShe was sent a Docusign form to sign for W-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/ [redacted] explaining that the check was sent on May **, [redacted] via United Postal ServiceI called [redacted] on 5/25/ [redacted] to apologize for the miscommunicationI did explain that a check was sent out on [redacted] via [redacted] and she should receive it soon

Initial Business Response / [redacted] (1000, 5, 2015/05/12) */ Thank you for bringing this contact information issue to our attentionAfter working internally we were able to update our system and Fa check made out to the correct nameAfter checking the Ftracking it looks like the check has been delivered on Monday 5/11/Thank you for your patience while we worked to resolve this issue Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks to the Revdex.com Sunrun has finally responded to me and has sent me the check and apparently has corrected the name on my account

The customer contacted Sunrun requesting to have panels removed from home that a tenant installed while living at homeSpoke to customer on [redacted] and advised would be working with legal and service team to resolve the issueConfirmed with customer [redacted] that someone will be contacting to schedule the removal of the system and conduct any needed repairs

Initial Business Response / [redacted] (1000, 5, 2015/12/29) */ Thank you for taking the time to share your concerns with usA Service Transfer Manager has been in contact with the realtor involved in the sale of your home and is working on coming to a resolutionShould you have any other questions or concerns, please continue to discuss the situation with the Manager in contact with your realtor

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

The customer contacted Sunrun due to damage done during install and debris left in the yardSpoke to customer [redacted] and provided contact information and advised will be working with local service coordinator to resolve issue as quickly as possible

(The consumer indicated he/she DID NOT accept the response from the business.)I will only accept the response when my roof is free from leaks and the inside of my house is professionally repairedThe technician did contact me and sent out a contractor to view the damage inside my house and then quote Sunrun on a priceThe contractor said he will need to cut out the damaged sheet rock and replace the damage insulation in the atticHere is my other concern, the technicians tell me, once again, that the leak is fixed and then we are past rain seasonNext years rain season comes and my roof leaks againBottom line, we won't be happy until our house is fixed properly and our house is back in working order, we are down two rooms in our house due to this leak issue