Thomas Glover

System has been removed from home per customer requestAlso followed up with customer regarding system removal and all repairs

The customer is aware that the service department is working to resolve the issue as quickly as possibleA tech has already been out to home and diagnosed the problem and is returning later in the week to correct Will continue to work with customer and provide updates until issue is resolved

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 copyHowever, the response from Sunrun is a complete and outright lieIt is quite surprising how they are trying to falsify the email conversation I had with them To this note, I’ve attached 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 meInfact its not a good idea for Sunrun to share the original owners complete contract with meNote 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 purchaseHere, it is important to note that Sunrun never signed & acknowledged this documentOnly 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 SunrunRepeatedly I have asked him why Sunrun did not sign the transfer document which he never answeredRepeatedly 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 thatRepeatedly 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 leaseIn 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 respondedThe 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 houseIt is not good for Sunrun to bind me for a longer term (long yrs) & higher rate at a period the rates are competitive from different solar vendorsThe 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] ***

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 crackBecause 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 skylightShe also explained that we would be covering all costs associated with the damage done to his skylightWe 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, *** The installation is now complete During inspection the inspector noticed that the wrong amperage fuses were in the disconnectIt appears the plans had been misread On the three line diagram, it stated a amp disconnect and 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 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 requesting to have the panels removed from the homeUnable to contact with customer but have advised customer via email and voice mail working with Legal department on the next steps to resolve the requestProvided customer contact information

Initial Business Response / [redacted] (1000, 5, 2015/09/25) */ Hi [redacted] - Thank you for reaching out to usOne of our customer care specialists has followed up with you and offered to resolve the issue regarding your rate and potential tenantsThank you for contacting us, we are happy we could resolve this issuePlease let us know if there are any other questions or concerns

Thank you for your feedbackThe next steps are for a roofing company to conduct an assessment and provide us with the reportSunrun will take care of any damages made as a result of the Sunrun installationPlease contact the Field Service Coordinator for further questions or concerns regarding the next steps

Complaint: [redacted] I am rejecting this response because: I signed a letter indicating that I will send pictures to provide an update and SunRun indicated it would not void monitoring if I send pictures Is SunRun going back on that letter agreement? I never pressed legal action as this is certainly not worth my time in court - I have just asked for a legal explanation as to where I have agreed to allow SunRun to connect to my router I will allow you to monitor and maintain the system and I want you to come up with a solution to monitor the system that is not at my expense (as required per the agreement) Sincerely, [redacted] ***

The customer contacted Sunrun due to delay in having inverter replacedAdvised customer [redacted] request is in for new inverter just waiting for it to arrive from manufacturerProvided customer contact information and will stay in touch providing updates

The property [redacted] ** [redacted] had the panels installed 12/01/The original owner did a service transfer to [redacted] effective 10/19/When doing a service transfer the agreement transfers as is and there are no changesThe agreement states in the Solar Facility potion, that the customer will allow us to monitor and maintain the system with a working meter Section 2(e)We have been working with the customer as of 06/16/towards a resolution, we have tried to install different metersWe came to a conclusion that because of low cellular data we would not receive accurate production readingsAt this time we have advised the customer a [redacted] meter would be the solution, this is an internet based meterCustomer is not allowing access to his internet so we can connect the meter and monitor the systemA Specialist was working with the customer, customer refused per agreement Sunrun voids monitoring and Performance guaranteeIf the customer would allow us access so we can install the meter and connect to the internet, we would be able to monitor the system

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 meAfter this matter was addressed it was resolved quickly and professionallyI don't foresee this happening againSincerely, [redacted]

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]

(The consumer indicated he/she DID NOT accept the response from the business.)Well after 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 nowThen 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 performanceIn this day and age, where Customer Service is a means to differentiate in a very competitive business environmentSunrun 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 monthsWell, the gentleman from the Escalation Department was very apologetic and spoke of Sunrun valuing me as a customerHe indicated that someone would be coming by my homeTwo days later, a disinterested individual shows upHe is standing on my front walkway on his mobile phone for :- :minutes, and finally rings my bellHe introduces himself as Ricardo and says he is from SunrunHe presented himself very unprofessionally, as a low level disinterested person who was being forced to come to a customer's homeI gave him pictures of the damage taken before the repair and told him it only cost me $ [redacted] to have the damage fixedHe took the information and leftNo indication of what was next or if he ever intended to follwith a "valued" customerNow that was March 4th, [redacted] - I have not heard from anyone from Sunrun since thenFour months with no interestI final get the Revdex.com involved and Sunrun's Escalation Department "call to action" is to send a token driwith no resolutionI am far from satisfied with this unprofessional organizationMy 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 serviceThe still fledgling solar industry is far too competitive to sustain an ill run organization like Sunrun

I spoke with Woodward by telephone on 6/23/**His complaint was regarding an issue he is having with pigeons nesting underneath the solar panels we installed on 4/7/**He requested that we come out and resolve the pigeon problem at no cost, per his complaintIn order to rectify the wildlife issue, he would need a Critter Guard installed underneath the panels to prevent nestingTypically, Sunrun's warranty does not cover wildlife removal, however, if wildlife were to cause any damage to the equipment that affects production we would repair that equipmentWe do not actually install Critter Guards but work with a trusted partner Solar MaidWhen I spoke with MrWoodward I informed him that I would, as an exception, dispatch this to Solar Maid to install a Critter Guard and we would cover the cost of it He accepted the offerThe dispatch was accepted by Solar Maid, and they will work with him directly to schedule a time for installHe has my direct contact information should he need to contact me for any reason

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

We certainly understand Mr [redacted] 's concernsAgain, 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 billingAlthough, 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 thatBecause 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 kilowattsWe are unable to pay or credit the customer for the overage of kilowatts

I spoke with [redacted] on June 9th, ***His request was to be paid for his labor of cleaning up bird debris from underneath his solar panelsHe had pigeons that nested underneath his solar panels [redacted] initially contacted us 5/29/ [redacted] via email to request pigeon proofing at his residenceHe received a response from one of our customer care representaives on 6/2/ [redacted] to call in to customer care to start the processWe received contact from him on 7/24/**We do not automatically install a critter guard, according to his contractWe scheduled an appointment for the installWhen we came out to the home we were unable to install a critter guard until the birds were removedWe sent one of our partners out, SunSystems on 8/11/ [redacted] and they washed the modules and installed 50ft of the critter guard, but could not finish because of the pigeons, and an attempt to have animal control remove them was unsuccessful [redacted] hired a company, [redacted] ***, to remove the panels clear the pigeon debris and complete the critter guardWe reimbursed the company for the clean up [redacted] has just recently requested we give him reimbursement for his own personal time to clean guttersThere is no evidence or documentation that the cost for his time and labor would equal the amount he is seekingI informed him we would not be able to pay him for his own personal timeHe is disputing the balance due on his account as well, because he feels he is not saving and also the situation with the pigeonsThe balance has not been paid in about a year and a half, so the service is scheduled to be disconnectedI informed him that we would not be able to adjust his final balance because he still received the service and it is valid

Thank you for sharing your concerns with usA Customer Care Specialist has been in contact with you to come to a resolution regarding the roof repairsShould you have any further questions or concerns, please reach out to the Customer Care Specialist in contact

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:They have told me before they were going to contact me about coming out and fixing the problem and didn't I will wait til they show up and actually fix the problemThen I will decide if the complaint has been taken care of.Sincerely, [redacted] ***