Thomas Glover

Complaint: [redacted] I am rejecting this response because: Hello Revdex.com – I am rejecting their response yet again I am also questioning how they can have an A+ rating as I have read through all the complaints on the site regarding Poor Customer Service and poor business practices of living up to what was provided at time of sale At the time of my sale, I was told it would be $to remove and reinstall all of my panels if I ever had issues or needed to replace my roof In this day and age, I didn’t think I needed a piece of paper to prove that, I would assume the technology would allow it to be referenced in my account and again would assume if I was told that, they would add it and it wouldn’t become such a battle Why would I make this up and why after showing them emails would it even be in question Sunrun is refusing to honor that and trying to charge me $2,to remove all my panels I have had a leak in my since the beginning of January I opened my ticket on January 12/and they sent an inspector out and said the issue is not solar related, however they only inspected the issue from the attic, never got on my roof or removed any panels to truly understand the cause I don’t know how anyone can understand the cause without being on the roof I dispute that claim as if I didn’t have solar panels on my roof, I would not have this issue Since them, I have been trying to get a second opinion as I have had multiple contractors tell me it is a causal relationship between the solar panels and the damage Regardless, I have been waiting on Sunrun to get a person to my house for weeks all the while I have a hole in my roof Sunrun is claiming they are compromising and provided me a $quote to remove solar panels and are not honoring the $as for the price difference, I explained, I will pay the $to have all panels removed, but they are not honoring their initial agreement even though a customer representative [redacted] and her Manager [redacted] already agreed I have requested that my case go into arbitration as per my contract that is my only course of action Sunrun has essentially refused to do anything, keep saying they are going to send someone and yet nothing happens except my house sustains further damage due to the issue They continue to respond to you that they are working with me, however they are not honoring their end and providing / half the information to you and not responding to my concerns I have since retained legal counsel and they are now attempting to contact Sunrun to pursue this on my behalf as I do feel we are at a standstill Sunrun to pay for the repair of my existing roof leak Estimated cost is about $500- $1, Sunrun to pay for the repair of my ceiling in my bedroom that is stained due to the roof leak I haven’t talked to a contractor yet due to the leak still exists Sunrun to absorb the cost of removing the panels and re-installing the panels and / or Sunrun to honor the $to remove / reinstall of all the panels Sunrun to work with me on installing critter guards to prevent any further / future issues to my new roof that I will be installing Sincerely, [redacted]

***,I received a phone call and email from Sunrun yesterday after emailing them - once the complaint was filed.See Below:Dear [redacted] , Sunrun has received notification to cancel your Sunrun Customer Agreement, originally dated 1/4/You have agreed to terminate your current contract with Sunrun for a photovoltaic system on the property located at: [redacted] **No further payment is owed to Sunrun.Refcase number: [redacted] Thank you for taking the time to explain how our process went for you as a customerI am sorry to see you go today, but as discussed I look forward to speaking with you in the futureMy contact info is listed belowWhen you are ready, give me a call and I will ensure all of your concerns are addressed before any action to move your project forward is takenThank you,8:AM (hours ago)-- [redacted] Retention Specialist Sunrun Inc.p: 424.280.7047f:

The customer contacted Sunrun due to not receiving his gift card for going SolarSpoke to customer 8/16/ [redacted] who advised just received the gift card 8/15/***

Initial Business Response / [redacted] (1000, 5, 2015/11/10) */ Thank you for taking the time to share your concerns with usA Specialist has been in touch with you regarding the system issue and the surrounding situationWe'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 Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did finally get back to me and acknowledged their issuesWhile I am not 100% convinced they will deliver this time I am willing to give them the benefit of the doubt I will refile if needed

Initial Business Response / [redacted] (1000, 5, 2015/12/22) */ Thank you for taking the time to share your concerns with usA Legal Specialist has been in contact with you regarding the system performanceThe solar facility has produced kWhs over our estimateThe system has been inspected and it has been confirmed it's in good working orderShould you have any other questions or concerns, please reach out to the Legal Specialist in contact with you Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) SunRun is denying and misrepresenting the factsThe system is not producing as designedSunRun is using the production data during summer time which is peak productionOnce you take the winter production data into account the system is failing to produce as designedI offered SunRun a compromise to reduce the cost of the system to compensate for the lack of productionThey instead opted to spend that money by referring my account to A.R.M collection agencyInstead of paying collection agency, they should have reduced the price by that amountThey opted for the hard way to deal with the situation Final Business Response / [redacted] (4000, 9, 2016/01/11) */ Thank you for your feedbackA Legal Specialist sent you a letter addressing your concerns - your system produced over 100% of the expected amountPlease get in touch with the Legal Specialist in contact with you

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/04/30) */ We appreciate you taking the time to share your concerns with us. It looks like a Specialist has been in contact with you and you are working towards resolution. Should any other questions or concerns arise please reach out to the Specialist you... have been in contact with.

The customer contacted Sunrun because during install wires were left exposed and requesting someone out to cap the wiresSpoke to customer [redacted] and advised working with the local coordinator and Pepco to have issue resolved within next few days Provided customer contact info and will keep updated with status reports until work completed

I spoke with [redacted] initially on 9/6/17, to address his complaintHe reported that his system has not been working since May and he has been unable to get a technician out to resolve the matterHe said his utility bills have been high due to thisWe 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 appointmentThe 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 outWe had to remove the inverter on 8/18/and request a replacement for a new oneI contacted the technician and he said the inverter has shipped to him and he is going to replace it in 9/15/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 kilowatts short of his cumulative production totalWe spoke on 9/8/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

Complaint: [redacted] I am rejecting this response because: They have done nothing than give me the run around for + months now and are still unwilling to correct my billI would like to add this company has HORRENDOUS customer serviceThe only reason they actually called me back was because I put in a complaint in with Revdex.comI was lied to and my valuable time has been nothing but wasted for months trying to get in touch with them! This could have been easily remedied if they would have contacted me in a timely fashion7+ months is NOT a timely fashionI will NOT waste any more of my time on this issueSo by them requesting any additional info is just not time worthy! More waste of my timeI will like to add I have been in touch with the DOE in [redacted] and I have been informed sun run is under investigation for this exact reason and other reasonsThey are blatantly over charging people and the Attorney Generals Office is investigating sun run for wrong doing, which I'm sure in a short time sun run will be brought up on charges for their deception and lies! In this last 7+ months I have called a Kathy 10+ timesNever heard backThen I was passed to Kevin, which I called 6+ timesThen I was passed to Kaila, which I call about + timesI also was emailing all of the previous reps I just mentioned many many times, with no return emailsI spoke to a Alicia at sun runShe informed me that sun run has kept closing out my case, even though the problem was NEVER resolvedAlicia Corazon is in the debt collection departmentThere should be NO reason to close out a complaint without sun run speaking to customer.Sincerely, [redacted] ***

The customer has been advised that the needed equipment has arrived and is being contacted to schedule next steps to complete installation

The customer contacted Sunrun to get assistance with half of high true up bill from utilitySpoke to customer [redacted] and reviewed contract with customerExplained that when the system is down Sunrun will repair and get system up and running in a timely matterReminded customer since system was purchased performance guaranty is not included in purchased systems and customer would be responsible for any cost to utility when system is down

Complaint: [redacted] I am rejecting this response because:Sunrun has lied on multiple occasions, won't do anything to help resolve the issue, so please leave this complaint on file so hopefully they will lose business and not rip off and con anymore customers thank you Sincerely, [redacted]

Complaint: 11665078I am rejecting this... response because: Even though the inverter has been received by the servicing company Helio Power, the scheduled replacement date is not until September 7, ***. I do not wish to close this complaint until the work is totally completed. I still feel I was giving a run-around in that even though I was told the inverter was on back order for many customers, new customers were having their systems installed. With that being said, to install new systems meant there were new inverters being installed as well. Sun Run didn't have to stop doing business with new customers, just the established customers who have/had problems with their systems. I will reply to the BBB as soon as my system is working appropriately and close this complaint. Sincerely, [redacted]

Customer confirmed [redacted] that he has received rebate in the mail

These guys are unbelievableNot only have they never gotten in touch with me but they also just sent me a bill for the work to get the system running even though we paid in full already and we are on a pre-paid leaseThey should be investigated and shut down as a consumer hazardI want their General Counsel to contact my law office if they want to avoid being suedMy number is [redacted] No one has ever talked to me about this complaint

Initial Business Response /* (1000, 5, 2015/11/03) */
Thank you for taking the time to share your concerns with usA Specialist has been in contact with you in regards to your production concernsWe are happy to report the system issue has been resolved and the production is back to being above
the estimated levels as of SeptemberShould any other questions or concerns arise, please reach out to the Specialist in contact with youThank you for your patience
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Our monitoring team detected a system underproduction issue for a system inverter, for one of the customer's two solar systemsWe dispatched one of our field service partners to investigate the issue and it appears there was a fault with their particular inverter shutting offWe were instructed by the manufacturer to leave it off until it can be replacedWe have been in contact with the manufacturer and were notified that model was not in stockI escalated the matter with the manufacturer, SMA, and they informed they can ship a similar model by next weekOnce we receive it, we will schedule a time to install it

Complaint: ***I am rejecting this response because:It has been over
three weeks since our skylight was damaged and no one has yet to call to schedule a day to replace the broken skylightNeither has anyone talked to me about financial compensation for causing the damage to our house and failing to inform us of the damage which caused us extreme stress since we noticed the damage only a short time before a rain storm was approachingWe continue to be distressed about the workmanship because of the deceit and dishonesty of the Sunrun employeesWe also are distressed about the quality of the work since the county inspector informed us that the job foreman put in a thirty amp fuse into a twenty amp systemThis could have resulted in a fire if their WAS a short circuit in the electrical system.Sincerely,*** ***

Initial Business Response /* (1000, 6, 2015/09/08) */
Thank you for taking the time to share your concerns with usWe are always striving to improve service request times and apologize for this delayA Specialist has been making attempts to contact you to let you know a technician has been on
site to reset the LCD screen and resolved the data logging problemThank you again for this feedback and should any other question or concerns arise please reach out to the Specialist who has been attempting to contact you
Initial Consumer Rebuttal /* (2000, 8, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The technician was out on 9/and repaired both the LCD screen and the software with the data loggerGiven that the previous repair failed after days, and we have a period of very hot weather, the technician and I are remaining in contact
If the system remains fully functional through 9/14, I will consider the problem resolved