Thomas Glover

I had previously filed a complaint with Revdex.com and recently discovered that SunRun had not sent the full amount promised in the resolutionTheir final statement read, "Our Promotions Team sent the $April promotion to you in December and the $Referral offer should be arriving soon as it was sent for payment on March 9, 2016." The actual amount they sent was a Visa card for $and a second Visa card for $That basically left me $short of what was promisedThe Sunrun Acct # is *** and it is under my name
Please mail the remaining balance of $to my primary address via Fedex, UPS, or other courier with tracking number as soon as possible to fulfill your promise of $totalThe primary address is: *** *** ***, *** ** ***

Thank you for sharing your concerns with usA Field Service Coordinator has contacted you and dispatched a group of technicians to resolve your roof leak issuesPlease contact the Field service Coordinator in contact for further questions or concerns

Complaint: ***I am rejecting this response because:
First, wanted to notify that Sunrun was able to send me the contract I requested only after several months and that too after I filed a complaint with Revdex.comSecond, as I repeatedly told, Sunrun never acknowledged the transfer of contract (there was a place in the contract where Sunrun has to sign & acknowldege which is left blank) and even never bothered to brief me the terms & conditionsHad the Sunrun briefed me about the terms & conditions inspite of my repeated requests I never would have obliged to sign the contractI’ve furnishedthe proofs for this detail in attachments already
Third, It was the Sunrun representative ** ***, who called & offered me that he will look into my billing & reduce the monthly rate if I consider continuing the contractI mentioned I’ll look into it & make a decisionOtherwise I was asking to terminate the contractHowever he called me again after a few days and only informed the contract was valid & will not reduce the rateOne of the customer representative even mentioned Sunrun doesn’t offer any savingsHe said it only offers Solar panels as I included in previous detailThe customer service has been pathetic all the while
As mentioned in my previous notes, without sunrun my bill wouldn’t be more than *** * ***I end up paying *** to sunrun and they wanted to bind me for long years even without briefing me the length of the contractThe previous transfer of contract was signed as part of the home purchase and the Sunrun customer service promised to call me once they receive the contract to brief me about the terms and they failed to do so.
Sincerely,*** ***

The customer contacted Sunrun requesting to have panels removed at a reduced cost so roof repairs can be doneAdvised customer *** that Sunrun will be removing panels at no cost and a dispatch has already been created for the schedulingWill follow up with service department and service
department to ensure issue resolved in a timely manner

The customer declined the original reply due to the delay in a service crew coming out to home to cap open wiresSpoke to customer *** and advised working with the local branch manager and service coordinator to have a crew out and complete repairsAdvised customer once a date and time have been set would follow up with to provide informationAlso advised customer due to delay would be applying a credit to account

The customer contacted Sunrun to obtain a signed copy of the solar agreement and to request his solar rate to be loweredSpoke to customer on *** and reviewed signed transfer form and confirmed with customer form is valid since signedAlso advised customer that his current solar rate is lower than the lowest tier with his current utility

The customer contacted Sunrun requesting credit he never received for signing up for SunrunSpoke to customer 6/28/and correct issue for customerCustomer was happy with receiving and time it took to resolve issue

Final Consumer Response /* (2000, 6, 2015/07/31) */
Sunrun called me today and we were able to work things outthank you

Spoke to Customer 11/9/*** who advised he has already taken care of roof repairs and requested to be reimbursed for the costAdvised customer would reimburse for cost of repairs and also provided months credit to account

Initial Business Response /* (1000, 5, 2016/01/11) */
Thank you for taking the time to share your concerns with usA Customer Care Specialist is looking into the next steps for turning your system on and will follow up with youShould you have any further questions or concerns, please reach out
to the Customer Care Specialist in contact

Complaint: ***I am rejecting this response because: I received an email 4/23/*** stating I would receive the check no later then 5/6/***No one in that office caresThe reason the check was sent 5/**/*** is because I called weeks after the weeks it was supposed to come to complain about why it still had not been sent to meCoordinator said she forgot to mail it weeks agoWas the envelope just sitting on her desk & she thought I was going to forget about itWhat were her intentions? It really makes no senseI took time out of my work days to drive hours out of my way to do an interview with a RSM who said he would not be coming to Dallas anytime soon to interview and that was only option to interview for a position in Dallas to drive to Houston for interview.
How many companies do you know that are hiring in the city you live in and ask you to not interview locally but to drive long distance, promise cover the cost then forget to mail the expense for weeksThe day you call complain it magically gets put in outgoing mail weeks laterIf they can treat a stranger this way, speaks loudly how they treat their staff and their customersThey are really nice to you, until they get what they want from you then they do not do anything they said they would.
Main lesson I learned here, times from Sunrun is they do not mean what they sayTransparency, telling truth will go a long wayA company that performs opposite of that destroys any reputation they thought they had.
Sincerely,Tyfani Hafley

Initial Business Response /* (1000, 5, 2015/08/28) */
We apologize for any inconvenience and frustration this has causedAfter working internally we have confirmed that the cancellation of your contract is in progressWe thank you for your patience while this issue comes to a resolution

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because:
Summary of my concerns:
Around January 13th I noticed I had water damage on the ceiling of my bedroom and inspected the attic and found the source of the leak. It appears that squirrels have built a nest under my solar panels and have eaten through both the shingles and plywood subfloor. As the squirrels are only on my roof due to the solar panels, I contacted Sunrun who sent out an employee who determined that the leak is not due to solar.
Based on the findings, I have contracted roof companies to inspect my roof and provide solutions to the leak. Each of the companies are stating that without the solar panels, I would not have a leak on my roof due to squirrels don’t live in exposed places. The cause and effect of the solar panels are directly related to my roof leak
Sunrun is not refusing to take any responsibility for the leak or damage to my house. They are stating that the damage is not solar related, however I do not agree with their single findings. Section (e) of my Sunrun contract states: “Sunrun warrants that roof penetrations will be weather-tight for a period of five (5) years after installation
Section Force Majeure states that I will be covered if there are acts outside on my control as part of their responsibility
Sunrun is not honoring their contract as well as not taking responsibility of their installation to have a causal relationship of the installation to the damage occurred to my house
For reference, I contracted Sunrun solar to install my system which was completed around August 2015. Although Sunrun was the company, all work was outsourced to *** *** *** and they handled all communications, agreements and work. During work, I was informed that I would not need “critter guards” as typically it is not an issue, but if it is ever needed they would come back to install. At the time, it was assumed it was free of cost, but apparently that is not the case. Also, during the time of install, they said my roof was acceptable for another 7-years without issue, but if I ever needed a new roof it would cost $to remove and reinstall the panels (at my cost)
March I started hearing animals living on my roof and contacted Sunrun regarding the issue. They stated that they would not install anything unless I pay for the work, but if the rodents caused any damage that Sunrun would be responsible due to they own the system as I opted for a lease. At the time, I was quoted $for Remove and Reinstall of panels as well as $for “critter guards”, but since no issues at the time I opted not to do any work
What I would like
As result of Sunrun not acknowledging any responsibility, this is requiring me to take all costs associated with the following
Sunrun is not honoring the panel remove and reinstall quoted price of $and are now quoting $base price plus $per panel. I have a panel system so the total cost will be $2,
Sunrun is looking to charge me twice, once to remove the panels required just to fix my leak and then a second full removal / reinstall once the weather is within manufactures tolerance for roof installation
I contracts disputing their claim that it is not solar related
I will be pricing out cost to repair my installation in my attic as well as water damaged ceiling. I cannot contract this out as I need to fix the leak prior
Although this damage is due to installation, I will now need to install “critter guards” to my solar panels so that I do not have this risk moving forward for the new roof that I will need to install
Now that Sunrun has installed these panels on my house, they have left me as the homeowner all alone without help. It has been over weeks trying to come up with a solution and help to get panels remove, all the while I have a leak in my roof causing further water damage and exposing my house and attic to rodent infestation
To close, Sunrun has not contacted me and provided a quote on panel removal. I am still stuck with these panels on my roof and I cannot fix the leak and it has been two weeks. They have no lied to the Revdex.com about their actions
I am still looking for Sunrun to pay for the damage and waive the cost of removal and installation of the panels as well as help offset the cost of critter guards to prevent further issues
Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***1, and find that this resolution is satisfactory to meSincerely, Albert Ingalls

Initial Business Response /* (1000, 5, 2015/08/04) */
Thank you for taking the time to share your concerns with usWe apologize for the delay, we absolutely understand the urgency of a defective panelIt appears that a Specialist has been in contact with you to assist in coordinating the
necessary repairsWe appreciate the feedback and we are always looking to improve our service requestsThank you for your patience as we work to get this panel operationalAs always you are protected by our production guarantee for any lost production
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The panel has been replaced and is now functioning correctlyUnfortunately, the time it took to be replaced was two days short of one monthI do understand Sunrun is trying to improve in their response time and hope that it will get better soonSunrun did offer a $credit for our inconvenience to which I accepted and appreciated, however, to date, we have not received the credit

The customer contact Sunrun request a supervisor visit his home to inspect quality of repairs done at his homeSpoke with customer on 6/28/*** and working with customer and branch manager for a quick resolution

I called and spoke (briefly) with the customer, set up a call back for tomorrow morning to discuss his account furtherIn addition, working to pull collections call and in contact with our billing department, working toward resolution

Complaint: ***I am rejecting this response because:
So far I have only
communicated with Donte via email and no one has called or emailed me to schedule an appointment to view the property
more specifically a supervisor, ieregional manager or district manager for Southern ***
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/09/01) */
Thank you for sharing your concerns via the Revdex.comWe will not be changing your rate to $per kWh as requested, which has been communicated to you on numerous occasions.We have made continued attempts to reach an agreeable resolution for your
concerns, including a bill credit and a reasonable rate modificationTo date, these attempts have gone unaccepted by youOur rate offer is still available should you choose to accept itIf the rate proposed is not accepted, we consider this matter closed and will continue to bill you at your contractual rate
Initial Consumer Rebuttal /* (3000, 7, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have asked SunRun to provide their numbers as a business and I would work with themThey have not provided those numbersI have had to do the best I can with what I have available to me, including PG&E's rate and tier restructuringI also have provided to SunRun a response that they gave on Yelp that they take savings they have promised customers very seriously and that they would adjust the rate out of their own pocket to make up for their mistake
Since they are apparently not willing to do either, I again will have to work with what I have, which would be their latest TV commercials advertising a 20% savings on utility bills(I have repeatedly told them that we would not have signed the contract for savings that were less than what was promised which started at 20% year one and ended at 57% year 18; that we would have waited for better technology.) From XXXX-XXXX our utility bill would have been $16,207, a 20% savings would be $3,We saved $784, a $2,loss in savings per the 20% formulaFor that time period we paid SunRun $12,488; an $surplus over their proposed earnings of $11,
We also have to bring in year five of the contract (using their savings analysis timeline) October 2014-September We have paid SunRun $through July and are currently in receipt of the August bill of $The solar energy produced for that time period is 10,kWhThe guaranteed production in year five is 10,kWh
I propose the following resolution to begin September 1, 2015:
1) kWh fixed
2) Any increased production over their guaranteed amount for each year is free
3) Guaranteed amount of solar production for year five XXXX-XXXX of 10,kWh was realized on August 31, 2015; September production to be free
4) Credit for kWh not produced
5) Billing to switch back to generation billing
6) Refund to be the surplus paid to SunRun from XXXX-XXXX in the amount of $
7) SunRun's service obligations to continue
8) Yearly savings analysis to be conducted; SunRun contact person to be provided
Even with the proposed resolution above we are woefully short of saving even 20% per their latest TV commercialsFor the first four years it is only a 10% savings with the $refund includedOur hope is to make up some of the difference between the rate reduction, free production once the guaranteed solar production number is met and reducing our PG&E annual trbilling in OctoberWe also will continue our offer for SunRun to remove the panels and to restore our home to its previous condition as a viable resolution
In addition to reading Yelp reviews where other customers have experienced similar situations with SunRun as we have, I also have been in contact with a neighbor who questions SunRun's business ethicsAt first they told him his roof wasn't conducive to having panelsThey returned in a few weeks stating that they reanalyzed his roof and decided he would benefit from having solar on his roofThis happened about the time they came back to us stating they needed to add more panels to our arrayHis panels never produced any solar, ours overproducedIt is just very curious as about that time PG&E invested money with SunRun for them to buy more panelsSunRun also submitted a shade report to PG&E regarding our solar array stating it would produce less power than the array would suggestThere never has been any shade on our roofAt first I thought they were mistakes on their part but because of my dealings with them in trying to settle this case more discrepancies have surfaced leaving me with the strong impression that their actions were intentional
I did try to contact ***, the salesperson from SunRun in He came back to thank us as he was very appreciative as we were his first customers and he was well rewarded by SunRunHe told us to call him if we ever needed himI left *** a voicemail and a text message last week asking him to contact meThere has not been a responseI do not know if he currently works for SunRun
Also, the contract states the life expectancy of the panels is 190,kWhBy year we will pay them $23,at kWh in addition to the $14,if they accept our current offerThey also received all the tax benefits and an additional customer a few years ago because of usThey will make plenty of money from our account, yet we will not save as they projected and we cannot pursue an alternative until
Finally, we believe our offer is more than reasonableHowever, I would request that if they reject our offer, if they could explain the numbers and how much they would expect us to save so we could understand the situation betterOtherwise it continues to feel that they are attempting to trick us yet again
Thank you for your help
Final Business Response /* (4000, 26, 2015/10/20) */
We do not accept the proposal for production to be at no charge to you once the annual guarantee is metWe cannot stop billing your account, your system is producing energy and you are consuming itThank you for being a Sunrun customer
Final Consumer Response /* (4200, 30, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SunRun has a contract with my neighbor wherein overproduction is freeThat is how my neighbor was able to saveI asked *** E for the same accommodation in July when we were offered kWh, she approvedObviously SunRun can adjust their billing accordingly
On 10/12/*** D emailed an offer from *** E at SunRun for .21kWh fixed for all production, $creditIn exchange, SunRun wants us to acknowledge that we may not save anything at all, even with the reduced rate, and that we would hold them harmless from any claim against them prior to signingThere is currently a class action lawsuit requesting damages wherein SunRun would repay all payments made by the affected customers in the lawsuitThey have given us days to accept their terms or continue at kWh which is more expensive than PG&EI asked them a week ago to do a cost savings analysis for this year so I can make an informed decisionThey have declined to provide the same as of this morningI will take this time they have given me to consider their offer while contacting all necessary persons and entities to make an informed decisionI cannot accomplish this by the November timeline through the Revdex.comSo at this time their offer is not accepted and I request the Revdex.com to keep the case open pending further investigation