Thomas Glover

Explained to customer that they have not lost out on any productionWent over contract and explained performance guarantee which covers the customer if the system every was to under performOffered other options for the customer to show savings since going solar

Thank you for sharing your concerns with usPlease continue to speak with the Customer Care Manager in contact to come to a resolution regarding the service work which is now in the process of being scheduled

Complaint: ***I am rejecting this response because: The alternatives the business provided were unacceptable (such as buying the panels for an unreasonable/inflated price, of which this unit is not worth). Gave no real reason as to why they would not remove the panels, just that they did not want to do it. Kept referring back to agreement, which was not explained properly to us from the beginning and was never given to us until we filed a complaint (was like dealing with a used car salesman, a lot of empty promises). The system should have never been sold to us, as it was never appropriate for the house, even though they claimed otherwise. They still insist that it is producing energy, but we saw no savings (which we have documented proof of).Sincerely,*** ***

The customer has been advised of possible resolutions to the replace the tilesWaiting to hear back from customer on how to proceed

Complaint: ***I am rejecting this response because:I’ve sent a full year of bills I didn’t send a portion I received the rest of the year from the electric company.Sum rum needs to reevaluate because they have everything they’ve and are not cooperating

This customer

Complaint: ***I am rejecting this response because:
There's still no solution to the issue and I still haven't gotten what I was promisedThis company seems to think that my making the mistake twice, they'll make it a third mistake and pretend it's a fix
Sincerely,*** ***

Complaint:***I am rejecting this response because: I have received a call from Sunrun asking for more info over a week ago I then explained my situation to the Rep He said that he will take care of it and will get back to me ASAP That has been over a week ago and I have not receive any call from Sunrun Repsince then No resolution from Sunrun at all I have lost all faith in Sunrun It is so upsetting for me to know that I have to deal with Sunrun for the next years because they have installed solar on my roof.Sincerely,*** **

I spoke with *** today, 8/23/17, to address the complaint she filedShe has requested a refund for $for missed productionHer inverter failed which resulted in her system not producing for monthsA performance guarantee refund is automatically applied if the customer is eligible.The
performance guarantee was not applied because her system overproduced as a cumulative totalUnfortunately, this was not explained to her by the previous representatives she spoke withShe also said she was promised she was going to get a call back but never didI explained to Mrs*** that the amount of kilowatts that her system is guaranteed to produced calculated cumulatively not just annually and the system has exceeded the performance guarantee already.The total production so far is 79,kilowatts and the system is only contracted to produce 75,kilowatts in the 8th year which she is currently inI offered a credit to the customer which would be equivalent to one month of serviceWe will mail the check since the system is prepaidThe refund will be for her inconvenience since we have met the guaranteed amountShe accepted the offer of the refund and explanation of how the performance guarantee works

The customer contacted Sunrun because they had not received their gift card for a referralSpoke to customer on *** and they confirmed gift card was received

Initial Business Response /* (1000, 6, 2015/06/29) */
Thank you for notifying us of the situation; we completely understand your concernsPlease be assured this is not our typical processFurther investigation revealed errors in the electronic filing, which left some fields blankThis was not
correct and a Consultant and Manager attempted to visit you as well as left voice mails for you as soon as it was brought to light
We sincerely apologize for any inconvenience and misunderstandingWe are happy to send new paperwork and the Consultant you are in contact with can answer any outstanding questionsThe team is also working quickly to ensure this issue does not happen again
Thank you for your patience and understanding as we worked internally to resolve this issue

Complaint: ***I am rejecting this response because: I have spoken with *** who said they would be ready to assist Sunrun in finding the needed wireTo my knowledge, Sunrun has ignored my suggestion and is basically doing nothingGiven the lengthy list of issues I have had with Sunrun, I am very disappointed they ignored all but the recent delay for which they have been using the same excuse for several weeks nowMeanwhile, I am paying for electric service while $*** in PV equipment sits non-functional on my houseI refuse to believe wire can be that hard to findA specialty manufacturer could have produced the wire to the required specification by nowAgain, to the best of my knowledge, Sunrun has not contacted the manufacturer I suggestedI asked for what was specifically being done to address this situation and got no response other than a repeat of the same excuse that simply doesn't hold waterI need real answers in real time and I am not getting them. Sincerely,*** ***

The customer contacted Sunrun to request all trash removed from backyard and grass to be repaired around the area in questionCustomer has been contacted and working with Sunrun on the repairs and removal of trashCustomer has also been sent paperwork needed to have compensation sent to customer as of 8/30/***

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, Arthur Magallanes

Initial Business Response /* (1000, 5, 2015/11/05) */
Thank you for taking the time to sharing your concerns with usA Specialist has been in touch with you to assist in the NOIEPC removal, as well as contact the other party involvedShould any questions or concerns arise, please reach out to
the Specialist in contact with you

Complaint: ***I am rejecting this response because:
My signature was forgedI never agreed to this contractI was lied to about the terms and never saw a contract until much later, after requesting to see one many timesDocuSign customer support says it did not go thru my email address, and was purported to be an in-person signature on September at 8:pmI have proof that I was out of town from the 6th thru the 8th, working as a flight attendant for American Airlines On the 7th, having flown from Minneapolis to Dallas and back to Minneapolis, I spent the night at a hotel, departing the morning of the 8th on a flight to DallasI would like Sunrun to remove their equipment and return my roof to its original condition
Sincerely,Kim ***

I attempted to call *** *** to discuss the complaint but our phone number is blockedI have reached out to our sales team to ensure he is removed from any existing contact list and received a confirmation this has been completedI sent an email to *** *** that we will not contact him in the
future and provided my contact information if he has any additional concerns

Complaint: ***I am rejecting this response because:
I have not heard from this business since the July 8,*** emailI have called SunRun twice to get clarification on their response, however no one has returned any of my phone callsAs of today, no trash has been collected from my propertyI know it has been less than days since SunRun response, however no one seems to know any information about how or when these issues will be settled. Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/07/23) */
Thank you for taking the time to share your concerns with usAfter reviewing your file it looks like a Specialist has reached out to you by phone and email on July 20, and again on July 23, to address you concernsPlease reach out to
the Specialist that has been attempting to contact you as we would like to resolve this issue as soon as possible
Initial Consumer Rebuttal /* (3000, 7, 2015/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Spoke with Customer Service representative on July 27, A Mr ***The customer service was non existent so the individual should consider changing his job titleIts quite obvious SunRun Inccould care less if their customers save money while using their productThey're only interested in continuing to line their fat pockets with the consumers hard earned moneyThis company employs liars and scammers and they should be avoided at all costs
Final Business Response /* (4000, 9, 2015/08/04) */
We understand your concern and value you as a customer which is why an emergency Savings Analysis was performed to insure your system was healthy and performing wellWe are happy to report it was found that based on your signed Agreement you are saving 25% more than we originally estimated
Final Consumer Response /* (4200, 11, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You don't value me as a customer, you value the money you take from me every monthSavings?! Whatever you think I'm saving is a joke in my opinionPlease take these worthless panels off my roofYou're company is definately failing to hold up their end of the deal

*** / *** *** *** ***
Sent copy of service contract to customerPending reply it is what he needs
If so this will be closed out once he gives OK