Sunrun Inc.

I entered into a contract with Sunrun for a prepaid solar power agreement and paid a $deposit on signing During the process, they canceled for an unknown reason which is their right, but poor customer communication for not explaining the issue in detail Since they notified me of their cancelation on 11/7/2016, I have yet to receive the refund of my customer deposit as of 2/1/ It has been weeks and since I don't get responses from my emails and wait times on their phone are frustratingly long, I can only assume that this is a tactic that they use on a systemic basis to minimize cash flow losses and maximize float If they want to waste their time in small claims court, fine

Initial Business Response /* (1000, 5, 2015/05/15) */
Thank you for taking the time to share your concerns with usWe apologize for the negative experience that has occurred thus farOur records show that a Specialist has been in contact with you to address your issuesDocumentation has
been electronically sent to you that should rectify these concerns moving forwardWe are dedicated to turning your negative experience around and into a positive oneIf any other issues or questions should arise please don't hesitate to reach out to the Specialist you have been in contact with
Initial Consumer Rebuttal /* (3000, 7, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We still need to find out if the solar system is costing us money or if it is in fact saving us moneyFurther we still need to receive all re imbursments from last yearI thank you for sending us a new contract agreeing to the salesmans original termsThis is a good startI still think we are going to find we are spending money rather than saving
Final Business Response /* (4000, 18, 2015/06/25) */
Hi***,
I notice that the customer in this case has replied via email and I'd like to provide a response if possibleThe customer's satisfaction is very important to us
"We would like to reassure the customer that we are continuing to work internally to resolve their issues, even if the case is marked as "closed" on the Revdex.com
To provide an update, we have recently received the paperwork required to adjust the customer's rate back and can move forward."
Please let me know if this response can be addedThank you!
Best,
*** *** Customer Care Specialist
Final Consumer Response /* (4200, 22, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is only one of several issues which the company has caused us sleepless nights, one of which is misrepresenting the fact that we would save moneyIn fact they advertise that the customer can eliminate their electricity bill with *** completelyThree years into this nightmare we find we are paying the company as much if not more than *** had we not entered into a year contract with them at allWe have paid the company to put holes in our roof, causing damage to our attic and home, cause us hundreds of hours of computer, phone and office work for nothing in fact cost us moneyI think the federal government should fine these modern day snake oil sales for advertising and misrepresentationIf it was not for your firm posting the complaints of the home owners exposing the real practices of these sharlotons they would not give us the time of dayThank you for your service

Initial Business Response /* (1000, 5, 2014/12/12) */
Thank you for bringing your system and savings concerns to our attentionWe are working to resolve these issues and greatly appreciate you taking the time to explain the details to usWe will reach out to you when we have an update
Thank you again for bringing these concerns to our attention
Initial Consumer Rebuttal /* (3000, 7, 2014/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have heard this refrain many times in the past and nothing has been done to resolve the problemThis has been brought to Sunrun's attention many times since the system was turned onWe have talked to many people at Sunrun about this and to date nobody has done anything but repeat the same garbage
Final Business Response /* (4000, 10, 2014/12/29) */
Thank you for taking the time to work with us while we resolved this issueWe value you as a Sunrun customer and look forward to a great continued relationship
Final Consumer Response /* (4200, 12, 2015/01/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are seeking legal advice on their proposed resolutionAlthough we agree with all of the modifications they offer, they want us to sign a release that takes away all of our rights to take any future action against them even if they have done something wrong that we are not aware of at this timeThat doesn't sound like a good idea considering all the problems we had just getting them to admit we are paying more than we were before their equipment was installed
If we are wrong and our attorney says we are still protected by Section of the California Civil Code regardless of what their wording is in regard to "unknown" claims we will probably sign the modification
Thank you,
*** ***

We just had a Sunrun solar system installed in June Before we signed the paperwork we specifically asked what happens if the system breaks We were told that Sunrun would take care of everything We were also told that are only other out of pocket expense would be $a month to PNM, unless we drew more then what our solar system was producing then the excess would come from PNM That is fine no problem Our system broke down August 17th, we were never notified, it was not fixed till Auguest We were then told we would have to pay the full Sunrun bill and the full PNM bill and maybe if we had some some performance credit in two years we would get a refund And that if happened again we would be expected to pay both PNM and Sunrun again This was not ever covered in the sales pitch, we asked multi time what would happen if it broke down and were told everything was coveredSpoke with a Supervisor's supervisor who offered to credit us for this occasion but we would be responsible for paying double bills if it happened again in the future

I have signed up with trinity and sun run over a year again in there contract it states if they don’t save me percent contract is in valid they have on record me calling about to times telling them my pa else r not producing the light is blinking it’s not producing after months they sent someone out here to do a shade test and it seems they did the design wrong they have never came back to fix it and kept taking the money out my account so I blocked them because they would never let me speak to a supervisor to make a resolution because as of now there contract has been invalid sense they installed it I’m being ignored and I looked it up and seen this is happening to all of other people I would just like them notified before I pursued a lawyerThank you

We had a residential solar PV system installed on our home Sunrun’s offering had competitive pricing and their sales rep (*** ***) was very knowledgable, informative, transparent and responsive Their analysis team was prompt, competent and courteous and came back with a solid proposal for how to make the most power while meeting our aesthetic needs Their installation team was top-rate, quick, competent and even dealt very effectively with some stumbling by our local electrical inspector Our installation is cleanly laid out and well done Sunrun has been an exemplary partner helping us through each phase of the project I wish all contractors were as competent, responsible, professional and responsive Thank you!

Sunrun "inherited" many existing solar installations from ***, a large solar installation contractor located in San Luis Obispo, CA I own a kw domestic solar system which *** installed
When *** divested itself of "domestic" solar system development and maintenance its customers were "assigned" to Sunrun It was reasonable to assume that I now owned an "orphan" solar system
A recent thunderstorm partially disabled several circuits related to the solar system
To obtain wiring and systems data to support circuit tracing I contacted Sunrun Customer Service I was serviced by *** of SUNRUN CUSTOMER CARE Frankly I expected minimal (if any) support for my "orphaned" system
To my surprise, *** promptly resurrected all my installation plans and records and emailed them to me, substantially assisting in the resolution of my immediate problem
"Color" me a very pleased and satisfied customer

I purchases a solar system from Sungevity Solar, which has now went out of business, Now I am told SunRun Solar is to whom I am to make paymentsUntil I started having issues I was making timely payments, Problem started with my roof leaking due to spikes from system being installed on my roof, they sent someone once that chalked several spots in attic, which failed to stop my leak, second is in March I had the main Inverter on the system fail and when I called in the complaint of system failing, it took over a month to have someone look at the system, And I was told inverter was bad, that they would have to replace, That took another month and a half before my system was up and running, So I in return asked for a credit and also for my roof leak to be fixed, And the only think they wanted was for me to pay for the months the system was not working, So to make this shorter, They take forever to get to fix my issues, But only a day to shut my system off

Initial Business Response /* (1000, 5, 2015/04/09) */
We do apologize for the delay; this process typically takes 4-weeksAfter reviewing your file it looks like your request for a check was on 3/6/In addition, we expedited this process and a check was Fed-Exed to you on 4/6/
According to tracking it is scheduled for delivery todayIf you would like information on tracking the check, please reach out to the Specialist you have been in contact with

I had solar panels installed on my houseShortly after that we had a big snow storm followed by heavy rainWater started coming through a ceiling fan in my first levelThis continued for three daysSunrun solar sent out a man to inspect the problemHe took pictures and videoHe told me it was solar related and they would fix itHe later filed a report saying it was not solar relatedHe blamed a chimney ventHad he taken the time to look he would have seen it leads outside my house and would be physically impossibleSunrun then sent a second person to my homeHe told me he could find the source of the leak but he went on the roof and put roofing putty on every spot where solar brackets were attached to my roofHe then made a report and blamed the jacuzziWe had told him we hadn't used the jacuzzi in months and the leak was continues for three days again making their conclusion impossibleI was then told to hire my own inspectorHe concluded that their two explanations wer

The installation and service seem to be fine, BUT the company in which they choose to bill through cannot seem to get it together Their statements do not show any usage, any current charges, or anything you may find useful in a utility bill Each month, I'm forced to got to their website only to find their invoice has all zeroes, where amounts should be for my current statement Shows no account balance info, no past payment info, NOTHING! I've complained to BOTH companies to deaf ears!

I purchased a home in June of that was previously equipped with solar panels from SunrunIn the purchase of the home, I had to assume the lease to complete the purchaseI was told at the time that my utility true up bill would be very minimal and that my lease would cost approximately $per monthI was also told I could purchase the system at any time or have it removed from my home if I wasn't happy with the systemThe contract I signed was a very simple page contract with minimal details other than I was assuming the leaseIn August of 2016, I received a PG&E bill that was Approximately $I was very surprised at the fact that I had an additional cost of $after already paying $dollars in lease feesI also received a credit from Sunrun in an amount of almost $This credit was very surprising to me as well because it meant the system on my home was largely under producing what it was supposed toI immediately contacted Sunrun's customer service a

Extremely shady companyFirst calls me illegally , ignores the DO Not Call laws, then starts sending illegal emailFinally stopped illegal calls after the Revdex.com got involvedStarted getting email from *** ***, called him & asked why he was sending spamWas told "I am just trying to make some money"

Initial Business Response /* (1000, 5, 2014/12/12) */
Thank you for bringing your concerns to our attentionWe are working internally to resolve this issueWe greatly appreciate you taking the time to discuss the details with us
Initial Consumer Rebuttal /* (3000, 7,
2014/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a phone call message on Thursday, December 11, from (XXX) XXX-XXXX SunRun Representative Mr.*** who's voice message assured me SunRun Accounting Department were doing everything possible to credit back my separate $back into my bank account ASAP, especially after reviewing and seeing statement agreeing separate costs of $were removed by SunRunTo date I've not received my total $back into my banking account or any follow up phone call back from Mr*** SunRun Accounting Department is inadequate when more than working days have past for customer and unable to resolve this issue.I should also receive interest for taking so longSunRun follow up response dated Friday, December " Thank you for bringing your concerns to our attentionWe are working internally to resolve this issueWe greatly appreciate you taking the time to discuss the details with us" Appears to be another delay tactic on their Account DepartmentVery counterproductive after this longVery unprofessionalI will be sure to inform everyone I know here in our neighborhood how inefficient SunRun Solar Accounting Department can beI expected my $credit back into my banking account the following day Friday, December 12, Here we are Monday, December 15, and this issue continues
Final Business Response /* (4000, 9, 2014/12/16) */
Please accept our apologies for the length of time it has taken to resolve your billing issueEarlier today (12/16/14), we sent you an email with two accounting reports attachedThese documents indicate that two credits were applied to your checking account on 12/12/Please be advised that it typically takes five to seven business days from the transaction date listed on the accounting reports for refunds to post to your accountPlease refer to the email attachments for further details and do not hesitate to call us directly with any other questions or concerns
Final Consumer Response /* (2000, 11, 2014/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The issue of credit amount returned has been resolved and I appreciate Mr*** *** working with Billing Accounting Cyber Source quick response and keeping me updated and I do have the ability to view online SunRun Website the correct amount $due Thursday, January 1, However, the invoice PDF file dated 12/1/continues to display incorrect billing amount $This is the only issue pending and would appreciate this also being corrected ASAPThank you ***

Per our contract, the solar company is responsible to inspect the property to determine if its current condition can support the solar systemWhen they inspected and planned the system, they mis-diagrammed the roof structure, making it appear to be stronger than it wasSince the solar system was installed we have had a series of roof leaks and then found the attic rafters were bowing and cracking, and the roof deflectingContractor/engineer reports from the solar company's own contractors state that the roof was deficient at the time of installation and that the solar system have contributed to the roof deflectionThe solar company has not paid to repair the structural damageThis has been ongoing for monthsI have paid to have the roof repaired because allowing the roof to remain damaged would cause more serious damage to the property

Before they start working on the project the salesperson promised to send $*** *** gift card weeks after the solar are installed, it is more than months and didn't receive any I called many times and each time they say they will by next week and as writing this complaint no sign of any gift card, this is advertising and they didn't fulfill the contract and misleading the consumer

I'm currently a Sunrun customerA few months back I referred my a friend of my to the serviceI was promised a $*** gift card for doing so by our sale repI did get a $*** gift card but what happened to the rest? I contacted the Rep many times after that but and she promised me that it is on its wayWell, it has been months now and I have not seen anythingThe Sale Rep no longer answer my call or reply to my email

Seven years ago my then husband became determined to put solar panels on our houseHe contacted several companies who (as I’ve since learned) would not put panels on because they were not economically feasible, or would only do it if he agreed to purchase them for a high priceOnly Sunrun said they could put panels on for an affordable priceThe salesman told us that: 1) They would install the best quality equipment available2) We would save a significant amount on our electricity bill, 3) Those savings would make the system pay for itself, *) Sunrun would take care of all the maintenance, 5) The solar system would increase the value of the home, and 6) Sunrun was a reputable company with great customer service and integrityI never had the opportunity to read or sign the contract, or discuss any other questions with any of their representatives before my ex-husband agreed and had the system installed while I was at workAfter the first year it became obvious that we were not sa

Terrible company and customer service! I just called and asked why I still couldn't not get any readings on my meeter and the customer service person explained the system hasn't updated yet and if it doesn't in a few days that they will send a technician out to service itI asked if it would take another weeks for that to happen as it just took weeks for them to turn it on after it was shut out for non paymentShe proceeded to tell me "no that is more of a punishment for non payment" since its back in good standing part of your service contract we send someone out to look at the systemWTF kind of company openly punishes their customerslet me tell you that the only reason my solar system was shut off in the firs place was because of their own negligence as well! Absolute garbage company that I would not suggest using at all!
After setting up a new account because we purchased the home with an existing lease, SunRun never connected our new email address to the account systemWe were not getting any readings from the account because they never connected the two in the back end, therefore we didnt pay the bills coming in because we had no clue if we were receiving solar energyCustomer service explained to me that it should have been caught by collections when they first called and talked to us about the amount of which I explain my disappointment in extremely high electrical bills still and that I could not see any stats to show what I was generating for solar productionThey then told me they shut off my account for non payment even tho it was their fault for not connecting the account online for me to be able to view usageThen said the only way for us to come out and set it up is if you paid the full balance dueTo kick it all off we now have not had solar power generating any energy in the highest generating months of the summer so far, of which Sunrun stated they will not credit anything on our account and that its all our own fault for not contacting themThe customer service rep was extremely rude and if we were not forced to carry on the existing lease of the solar system I would rip the thing off my roof in an instant!
Would not suggest using this company to a single person I knowIn fact I would RUN as far away from any rep trying to sell you their services
The fact I was just told that we have been punished for back bills and that a service tech was going to take extra time to come back and turn our system on blows my mind!

We had sunrun do our solar, they had to do underground to do a main panel upgrade, which entailed chopping up our driveway and side yard slab, We had sunrun do our solar, they had to do underground to do a main panel upgrade, which entailed chopping up our driveway and side yard slab,They also damaged our neighbors landscapeIt has now been 1/months and still our driveway has a huge hole in it our side yard has an open ditch wich we have tripped in numerous timesI have called daily to their numbers with some one will call you back but yet I get nothing no calls only threatening calls fro a *** *** Threatening me that he is not scared of me and asking what my problem isI have now escalated this with the local authoritiesyet my drive way remains unfinishedThis is a horrible company ADDITIONAL DETAILS: Case is being handled by another organization: CSLB