Thomas Glover

The customer contacted Sunrun to request installation of a Secure Supply Module at no charge
Customer has been contacted and provide quote for Secure Module free of charge

Complaint* ***I am rejecting this response because*
From: *** *** [***:***] Sent: Friday, July 15, 12:PMTo: *** ***: *** *** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Sunrun never went over the contract with me, only said I had a production guarantee
The problem is that I am paying more to *** and now solar that is not producingI am spending more on electricity now and the solar company showed me how I was going to save money!! Not true Have a great day !!
Sincerely,*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)Because it is the same response I've received every few months for the past monthsThis is not considered resolved in my opinion until I've received the money owed.*** ***

The customer contacted Sunrun because doesn't feel like saving thus far and to remove systemSpoke to customer*** and provided options for adjusting monthly rate and advised sending tech out to insure system is producing as it shouldWorking with customer to a resolution that will resolve all
concerns

Although, we understand *** ***'s concerns it is not a matter of ignoring his requests we have identified the issue and are working on resolving itAs with many Do Not Contact policies there is a grace period to get the issue resolvedWe will continue to work to ensure no further contact is madeTo address the questions in his initial complaint we cannot discuss his request to fire specific representativesWe have his information because we have a record of him or someone with the same contact information including nameaddress, email address and phone number previously getting a consultation with our company but deciding against going solar with us

*** *** said he was told by his solar advisor he would get a *** gift card as a sibonus weeks after his installThe solar advisor did not enter the request until recently, we cannot determine why there was such a large discrepancy between the expected time framesHowever, I confirmed
with the shipping department that the card was sent on 5/11/** and confirmed that with *** ***, and confirmed today that he already received it

Initial Business Response /* (1000, 5, 2015/12/21) */
Thank you for taking the time to share your concerns with usA Sunrun technician was at the property on 12/16/and resolved the current issueA Specialist has also reached out to confirm the work was done to your satisfactionThey will
follow back up with the results of the performance guarantee
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (2000, 8, 2015/12/23) */
I have resolved the the issue with SunRun

I spoke with Mrand *** *** on 10/9/via telephone to address their concernsThe main issue is, they believe the system was not properly working and because of it they are receiving high utility billsAfter researching the account, I determined that the system had been under producing
and only meeting about 50-60% of the expected output in the agreement since the system was activatedWe sent a technician out there to repair the system and it has been working as as of August 21, The customer has had the system since February They are under a performance guarantee which means they would be refunded for the amount of kilowatts the system did not produce that they were guaranteed to produceTypically, we would process that refund after one full year on the anniversary dateThe customer did not want to wait until the anniversary date so I agreed we would credit them earlyThey did not meet the kilowatt production guarantee so far by kilowatts and would be refunded at a rate of $per kilowattIn addition, they believe their utility bills are higher than they should beThe customer’s annual production should be at kilowatts in the first yearTheir system size is based on pre-solar usage which was on average of kilowatts a month and the system should offset their utility usage by 90%If they use more than kilowatts in a month, then they will be billed by the utility company for that usageNow that the system has been corrected*** *** said she would take a look at her utility bills to determine her usageShe will mail them to me so I can take a look at to help her understand why her bills are higher than expectedAt this time the system has been repaired a refund for the missing kilowatt has been submitted

Initial Business Response /* (1000, 6, 2015/06/25) */
Thank you for taking the time to share your savings concerns with usWe have performed a savings analysis for the previous year which produced a favorable outcomeA Specialist has been in contact with you offering to do a follanalysis to
ensure you are still on trackThe information on the increasing utility rates is based on historical dataWe will continue to work with you towards a resolutionIf any other questions or concerns should arise please reach out to the Specialist that has been in contact with you
Initial Consumer Rebuttal /* (3000, 8, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a response since my e-mail on June 24th and no resolution has been reached
Final Business Response /* (4000, 10, 2015/07/06) */
It looks like a Specialist has been in contact with you the last email being July 2, If you have any further questions or concerns please reach out to the Specialist that has been in contact with you
Final Consumer Response /* (4200, 14, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sun Run will not make any concession

Initial Business Response /* (1000, 5, 2015/08/14) */
We appreciate you taking the time to share your concerns with usWe are always looking to improve our service visits and we apologize for the delayA technician was on site to make the necessary electrical repairs along with replacing your
Sunrun meterA Specialist has been in contact with another member of the household in regard to the repairs madeIf any other concerns should arise please reach out to the Specialist that has been in contact with you

The customer contacted Sunrun due to no follow up on complementary panel washingSpoke to customer *** and advised would be sending over to service team to have crew out to complete the panel washingPer customer scheduled for when customer is back from vacation

Complaint: ***I am rejecting this response because:
I never signed an agreement, either in person or otherwise On September 7, 2017, I was in Minneapolis Minnesota I spent the night of September at a hotel in Minneapolis; on September 7th I worked American Airlines flight as a crew member from Minneapolis to Dallas, and flight from Dallas back to Minneapolis, arriving at 9:pm local time I spent the night of the 7th in a hotel in Minneapolis, and worked flight to Dallas at 8:am on the 8th
The first time I met with a company representative was the day the panels were installed I was very upset because I had seen no paperwork yet and had not spoken to anyone in person Against my better judgement, I allowed the installation after being reassured that worst case I could have them remove the equipment at any time
I have asked repeatedly for evidence of a signed contractI received an email with a DocuSign "signature," it is not my signature, nor was it ever sent from my email account I would like this company to remove the equipment and leave the roof in its original condition, as promised
Sincerely,Kim ***

Complaint: ***I am rejecting this response because: I am getting mixed messages from SunRunCustomer service says it's workingTheir tech who came out twice said it wasn'tWho is telling the truth?
I can't call PSA because I have no idea who that isSincerely,*** ***

Complaint: ***I am rejecting this response because:
Sunrun did contact me about my complaint
The escalations department contacted the billing department So far, I have received three different amounts as the amount they claim is due It is very confusing that the billing department does not seem to know how much they think I owe I have requested an itemized statement of billings and payments to try to figure it out for myself I am still hopeful this can be resolved but they are very difficult to communicate with
Sincerely,*** ***

We spoke with *** *** on 7/6/** to address his concernsHis complaint is resulting from a service issue he has recently had with his system's productionWe submitted this to our trusted partner, *** Solar Power, to service the systemWe initially notified *** *** on 6/22/** that we noticed
the system was not producing and we were sending it to *** Solar to service the systemThe appointment was on 6/28/** and they determined they needed to order a part for the system to resolve the issueI reached out to *** and they said they anticipate that the part should arrive sometime this weekOnce they receive it, they will go out to replace the partThe customer is covered under our Performance Guarantee if they don’t meet the expected kilowatt production when it has exceeded one full yearHowever, in the interest of customer service, we issued an Early Performance Guarantee which has already been applied to the account

The customer contact Sunrun due to being charged for not enrolling into ACH paymentsSpoke to customer on *** and reviewed contract and ACH policyProvided credit to customer for past charges and customer is going to enroll into ACH moving forward

Thank you for sharing your concerns with usA Customer Care Specialist is working with our Promotions team regarding the appeasement and will contact you with 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, *** ***

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, *** ***

*** has been in contact with a Customer Escalation Specialist as of 01/27/***’s first concern was removing panels from the roof so he would be able to get the leak taken care ofSunrun advised *** the leak was not solar related, which is why we are charging to have the panels removedWe quote the customer the regular cost of the removal which is $standard, and $per panelThis would have made the removal for the panels $ *** called in and spoke to a Supervisor and expressed his concernsThe day after Sunrun called *** and advised we would work with him on the panel removal quoteWe sent *** a Customized Quote of $for the removal on the panels on 01/29/2018, *** then declined the quote*** questioned how the tech was able to determine the leak was solar related if the tech did not climb on the roofSunrun then proceeded to work on sending out a second tech to see if we can determine the location of the leak*** was advised we would call to schedule to have someone take second look at the leak on 01/30/At this time Sunrun is still scheduled to come out, and *** has sent an email with these new request to the Specialist on 02/01/We have reached out and are working towards a resolution