Thomas Glover

Initial Business Response / [redacted] (1000, 10, 2016/01/29) */ Thank you for taking the time to share your concerns with usA UCC was filed on the title of the home on November 26, A Customer Care Specialist will follow up with you regarding your concerns about the UCC filing

The customer contacted Sunrun because he feels system is under sized and needs more panels Spoke to customer [redacted] and advised would need to confirm usage increase to warrant additional panelCustomer is going to be sending in utility statements for reviewCustomer provided contact information and will continue to work with customer to come to a resolution

The customer contact Sunrun due to system not producing as it should and the time frame the system was downSpoke to customer 3/regarding system issue and advised would be working with our service department to resolveAssure customer would resolve issue as quickly as possible and clear up any billing issues while system was downProvided contact information and set future follow up date with customer to discuss next steps

Complaint: [redacted] I am rejecting this response because: This was an important step in our coming to resolution but as their response states, the the work hasn't been completed and the issue hasn't been resolved.Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ Thank you for taking the time to share your concerns with usWe apologize for the delay and according to our records a Specialist has been in contact with you to address your service concernsA replacement inverter has been ordered and will be installed upon arrivalAny lost production will be refunded by the Performance GuaranteeShould any other concerns arise please reach out to Specialist that has been in contact with youThank you for your continued patience Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) They finally installed a new inverter on 8-13-

Complaint: [redacted] I am rejecting this response because Section 13(a) of my agreement requires me to give SunRun access to my property, which is my real property The agreement does not require me to give SunRun access to my internet The week cellular coverage in the area existed when the panels were installed SunRun has access to my property is welcome to install a working meter on the OUTSIDE of my premises that will allow them to maintain a working meter Here is section 2(e) from my agreement: (e) You agree that SunRun, at its own expense, will install, maintain, and periodically test a meter at the Property that will measure all electric energy delivered to you from the Solar FacilityIf the meter breaks or is found to be inaccurate, SunRun will adjust the bill as applicable in the next billing cycle by applying a credit for any overcharges or applying an additional charge for any under-chargesYou agree not to tamper with, damage or modify the meter in any wayYou will be responsible for any damage or inaccuracies in the meter that are caused by you or any other person unrelated to SunRun who may come onto the Property with your knowledge or permission I would like SunRun to indicate where my failure to allow them to connect to my internet is a breach of this provision I have given permission to SunRun to come onto my property and install an appropriate meter Instead of providing equipment that works with the conditions that existed when the panels were installed, SunRun wants instead to connect directly to my router This is not required under this agreement As indicated in Section 2(e), installation and monitoring of the meter is at SunRun's expense Connection to my internet router and use of my internet comes at my expense Further, SunRun has continually pointed to Section 13(a) of my agreement, which is as follows: (a) You agree to grant SunRun or its contractors access to your Property for the purpose of designing, installing, operating, maintaining and testing the Solar Facility and performing SunRun's ObligationsSunRun agrees to give you reasonable notice when SunRun needs to access your Property for any of the foregoing purposes and will endeavor to restrict such access to business hours Note that Property is defined as property located at [redacted] , *** That is my real property, not personal property I have provided SunRun access to my property and again would like to know where SunRun thinks I breached the agreement Bottom line is that instead of installing equipment that would work for my property based on conditions that existed when installed, SunRun wants to push the burden to me and insist that my failure to allow connection to my internet (which is clearly not required in my agreement ) is a breach of my agreement I have given, and continue to give, SunRun access to my property to allow them to install whatever equipment is necessary on the outside of my property I have not allowed (and I am not required to allow) access to my personal property Sincerely, [redacted] ***

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 resolvedShe 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] ***

Initial Business Response / [redacted] (1000, 8, 2015/12/16) */ Thank you for taking the time to share your concerns with us. A Specialist has reached out to discuss your concerns regarding the system functionality and Solar Edge monitoring. We're happy we were able to come to a favorable solution. Should... you have any other questions or concerns, please reach out to the Specialist in contact with you. Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/12/16) */ Someone from SunRun just contacted me at 9:47 AM PST, and they suppose to call me back this afternoon regarding schedule some one to come over to walk us over the system. I will keep you posted. Thanks, [redacted] Final Business Response / [redacted] (4000, 12, 2015/12/21) */ Thank you for taking the time to share your concerns with us. A Specialist has reached out to discuss your concerns regarding the system functionality and Solar Edge monitoring. We're happy we were able to come to a favorable solution. Should you have any other questions or concerns, please reach out to the Specialist in contact with you. Complaint Response Date bumped because: Holiday

The customer contacted Sunrun requesting to have the panels removed because she had not signed any documentation with Sunrun and felt she would not be saving moving forward. Provided customer with a signed agreement transfer on [redacted] that was signed [redacted] Also offered customer savings... analysis to compare usage an savings since going solar and will continue to work with customer to address all concerns moving forward.

Complaint: [redacted] I am rejecting this response because: The local office has declined to make any repairsThey have agreed to remove and reset panels at no cost, however will not make any repairsI have requested a copy of the inspection report that was completed by Shaun Cat Helio Power on [redacted] 24, ***, however they have refused to provide any documentation advising why they are refusing to complete repairs During the inspection, we were advised the leaking in our roof was solar related and at that time, the tech from Helio Power did some caulking around the panels in attempt to prevent any further damage while this was being resolved However, the local Sunrun representative Skylar, is advising that the leaks are not solar related I have requested a copy of the report that she is using to deny the claimWe still have not been provided a copy of the report, just the verbal declination of repairs Sincerely, [redacted]

I like to dismiss this claimThe customer has taken care of this issue and everything is restored in my houseThanks [redacted]

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

The customer contacted Sunrun regarding roof leak and mold growing in atticContractors have been out and currently working with customer to resolve issue

Complaint: [redacted] I am rejecting this response because: This is not acceptableWe were told, by the repair person, we would have a replacement in two weeksIt has now been a monthIt is the same old storywaiting for the inverterWhat they are doing is working with the manufacturer regarding the warranty on the productWhen I spoke to someone on the phone they said it could be monthsThis is not acceptableWe want our system up and working! Fix my system!!!!!Sincerely, [redacted]

Kim [redacted] was presented with the agreement, and signed in person September 7th 8:pm We then proceeded to install the panels the substantial completion happened December 14, Afterwards the customer then received permission to operate from the utility company December 12, Kim called in January 21st to have her preferences changed to paper billing, and also called in February 5th to advise us she was selling the homeA Service Transfer Specialist was in contact with her from February 5th to February 25, Customer advised she was not selling her home until April, so the service transfer was closedKim requested a copy of her agreement again February 28th We send customers copy of their agreements, and provide the documentation to make customers aware of the steps they are taking in the processPer our notes the customer is aware of the year agreement and at this time the agreement is validIf 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 timeI have attached the certificate of completion

I spoke with [redacted] on 7/18/ [redacted] via telephone. His complaint was that his project to install his solar system never completed. Also, according to him, he never received a phone call from us concerning the project. He had a system designed and was sent the system plans to approve, sign,... and send back before we could get started with the installation. He said he had some concerns with the system design because the panels were not to be installed on his South facing roof, which typically would be ideal for a solar system. He was told the reason we could not install on the South side is because it is not structurally sound during winter months because of snow build up. He disagreed with this, and said he was told by a solar adviser who was installing a system at his neighbors house, there would be no problem with installing it on the South side of the roof. I reached out to the project coordinator who is overseeing this project and he informed me the structural engineer on this project confirmed that we cannot complete the install on the South side of the home, and gave the reason of potentially snow build up. After informing [redacted] of this, he chose to move forward with the project and was sent a copy of the change order of the system plans with the understanding the panels will not be installed on the South of his roof.

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

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]

Complaint: [redacted] I am rejecting this response because:I will not close this until my system is repairedI feel I had to be the squeaky wheel in all of this to even get them to do somethingWe will see if my system gets repairedThen and only then will I be satisfiedThis is costing us a lot of money! Sincerely, [redacted]

The customer contacted Sunrun regarding the purchase of the system or lowering of monthly rateSpoke to customer on [redacted] and advised options for purchaseAlso spoke to customer about a rate modificationRequested yearly true up for review and will be working with customer to make correct adjustments to solar rates