Sunrun Inc.

I have been trying to get Sun Run to fix a leak they caused in my roof with the solar panelsThey had a tech out to the house he looked at the roof said the system used years ago was an approved system for fastening panels to the roofHowever, it is no longer approvedHe said he if tried to fix the leak it would cause a leak in another areahe said he had to turn a report in to see what the company wanted to doHe said he would call back in a few daysI waited a week and emailed the companyAfter not getting a reply I emailed them againThis time they reply that some one would be contacting meAfter waiting a week I emailed againAgain an e mail saying some one would callIts been ten days now and I still haven't heard from themI have had nothing but problems with getting things fixed with this companyI had to email the CEO one time to get them to come outI have three inverters on the side of the house and in the past months all three have been replaced twiceNow

Initial Business Response /* (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 /* (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 /* (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

I read about the PPA plan from Sunrun Inc(Solar) I couldn't believe that there was absolutely no out of pocket costs or down payment or absolutely NO EXTRA FEES AT ALL for them to install the whole solar system to put it on top of our roof!...AND in addition, to NOT actually have to pay for the whole solar system!.....I was skeptical, as I explained this to my uncle (whom I live with) In simple terms, the only thing we should concern ourselves with now is this MUCH LOWER electricity bill coming after installation! While we get to contribute to a healthier environment and healthier plant :-)So we had it installed (it was for free, as told) And its been nine months now, since installation, and everything that was told to us was on-the-dot-correct! We are happier than ever! Now I can see and believe that nothing was ever charged at all except for the $we now pay for our electricity bill, every month for years! Just like it was told to us from the beginning(As opposed to the 2-hundred dollars we used to pay for our ***! I'm SO GLAD we never have to deal with *** anymore! (Especially with their soon-coming ridiculous high rates starting next year in January!) Whew! Thank you so much Sunrun!! You guys are the best!! Definitely reccommended to all homeowners who qualify for the PPA Program!!

when we signed up with Sunrun We were promised that our bill would have major credits and no positive And it would not put a lean on our house However shame on me and my husband for not reading the small print Not only was the actual sunrun bill $every month as we were inormed But kept getting a So Cal Edison bill too After calling sun run they told me to ignore it as it just has to catch up This went on for about to months I called back againI was told once again oh no No worries we will take care of it I totally was lied to and misled Not only did this system cost me $50,but there was no savings what so ever I called Edison and they told me this company did not put enough panels for the house my size and the swimming pool The company did not put enough Kilo Watts they only put Kilo Watts but it needed Kilo Watts So that meant I was paying double However we didn't find out all this until we got ready to sell the house OMG!!! The house fell out of escrow twice because no one wanted to sign to take over the $50,lease that they lied to me about And I owed SoCal Edison an additional $1,outstanding bill that their system did not generate enough watts because it lacked enough Wattage No to mention the company put holes in the roof so I had to repair the roof with leaks in it and beg and plead to sell this house I complained and all they could say was they are sorry No Monetary compensation what soever I would never ever recommend this company to anyone I promise my next house that is in escrow now No solar for me and whatever bill that I owe Edison I will just pay out right so now that I have paid the outstanding balance to Edison on payment arrangements that they worked with me on I still had to continue paying Sunrun even though the house was in escrow and we moved out This company is the DEVIL and nothing but the DEVIL If they come to your door I say NOOOOO WAY!!!! they are the biggest Scammers of all SCAMS!!!!!! "

I contracted with SunRun in October to install a $24,solar electrical system on my residenceIt is now mid May and the system is still not activated due to significant planning, engineering, installation and approval issues on the part of SunRunI was promised that this system would be installed and running prior to year-end so it is now months delayedI paid the full amount of $24,and SunRun has kept my money but has not activated the systemMy opinion is that this appears to be fraudulent activity on the part of SunRun as they have my money but have not been able to turn on the system for a multitude of reasons including their inability to manage the installation and approval process

Sunrun installed solar at our house last yearThey started charging us in November even before the system was even onIn Feb 2017, they came to our property and switched the system on without our permissionWe never receive any bill from themWe knew that the solar was on because we saw our electricity bill from Pepco that it shows that we have solar turned onWhen I was questioning them, they said that they would give me credit for those two months that they billed me before the system was onI log on their website every month to see if I have any billIt shows $balance on my accountI set up auto payment anyway to avoid $feeBut they keep sending emails to me saying that I never pay the billI kept asking them to see the bills since I never be able to see anything on their websiteThey sent me some bills but not every single monthAgain, why could I have past due if I am on auto paymentI questioned them that but never got an answer why they can't just take mon

Continues to call when requested to stopDo not call list means nothing to * * ***

My wife and I recently decided to go solarWe chose sun runWe have been very pleased with the services they have provided us so farEveryone has been really friendly and knowledgeableI would recommend sun run to all my family and friends

I put a $*** deposit for a solar panel purchasedthe city did not approved the installation due to a room I did not have a permit, Sun Run cancelled my projectThey told me they will refund the $*** to me since 6/22/***I called 7/20/** spoke to Angie, called 8/3/*** spoke to Dominic ,called 8/22/** spoke to Justin, keeps telling me they email the treasury department , and will contact me, never a call or email from Sun Run since 6/22/***

SunrunI've reached out to your customer care and also to Sungevity because my locus reporting meter is not updating properlyI was promised a call from Sungevity and or Sunrun to set up a technician visit to repair, however no one has returned my callsI've been calling your company and Sungevity for over ninety days regarding my concernsSince my lease is with you I am filing my Revdex.com complaint under sunrunI would like the locus meter to update each day properly and for someone to take care of my concernsI look forward to hearing good news from youThank you

Complaint: ***I am rejecting this response because:
For the first three (3) months in ***, we kept on telling and asking the people at Sunrun that something was wrong with the systemThey kept on insisting that the system was overproducing, but could not tell us where it was going and wouldn't come to run an analysis thenTheir answers were demeaning, belittling, and upsetting to the point that we stopped calling and started writing e-mailsNow, after almost years, a bad review, and us contacting the Revdex.com, they want to run an analysisRegardless all the above, during this time we found out that there are many reasons why we didn't and will not benefit from these panels:
We do not live in the home year round
There are not enough panels for the size of the house
The program might benefit businesses, but not retired people like us
In conclusion we want the panels off our roof
The enclosed letter, previously sent to Sunrun, and to you, will explain it all even better
To Whom It May Concern,
Towards the end of *** I was convinced by a salesman, *** ***, to install Solar Panels on my fairly new house in *** **
I was impressed by the fact that it was a State sponsored program, approved by the then governor, *** ***, in order to fight Global Warming, at no cost to the consumerKnowing that Global Warming is for real, I wanted to do my part in saving energy
At that point, I asked a few questionsHow much will my monthly electric bill be after the solar panels are installed? He replied that it would be half the amount we currently payAfter a quick calculation, he concluded that my average monthly bill would be no more then around $*** What I had heard so far was like a dream! Number question was, "What if something will go wrong while we were in *** for the winter? His answer was, "Not a problem, because we monitor the system from the office with the phone." (By the way, lately, talking to another major solar company, I found out that I should have been disqualified for the program because I'm not a full time resident at this address.)
Regardless, the system was installed, final inspection done and turned on and ready to go, as far as I was toldWhile in ***, I received the electric bill for the next monthMy wife and I were flabbergasted, It was ***, we have never paid more than around $***We have always been way below the "Efficient Neighbors" in our *** Home Energy Report, not this time! To our surprise we actually used 20% more than all our neighbors!!!! It was, and still is, very upsetting to say the least!!! My wife started to call Sunrun, talked to many different people who, instead of trying to find out what the problem was, told us repeatedly, that we must have been using the energy, because the panels were producing enough energyWe called *** , they also had no clue of what was going onThese conversation went on for a while, and nothing was done about it. My wife and I, both, were made to feel belittled and stupid. Finally, not knowing where this power was going to, and thinking that maybe the company failed to activate the system, I had the switch in the garage turned off, by then I also realized that the Solar panels were using the electricity provided by ***
On *** *** ***, after getting nowhere with the phone conversation, we decided to communicate by e-mail (we have it all documented and saved.) Since we have not benefitted from these panels, we've asked them several times to remove the panel from our roof, taking care not to damage it, or if so to repair it with warrantyNow we are being harassed by the company. Just last week we received a few phone calls saying that my total back bill is over *** and if I do not pay right away it will be sent to a collection company and my "Credit" will be ruined
By the way, if you go on line, you will find out that I'm not the only one having problems with this special interest, greedy corporation
At this point, since, as stated above, we are not benefitting from the panels in any way, we only want these panels off our roof.
Thank you in advance
Sincerely,
Sincerely,
*** ***

I purchased solar panels from sunrun companyWhen the individual who came into my home and we went through the process, we covered the monthly cost and the savingsIt was explained to me that I would be paying sunrun $per month plus $to $to the utility companyNormally during the summer we would pay $to the utility company and during the winter we would pay $to the utility companyWe are now paying $plus during the summer and over $during the winter, these totals are a combined sun run + utility companyWe are not getting the results we were promised

I had my solar installed now since feb and have always paid by checkI never wanted my checking to be linked with an accountI paid online for the first time a week agoApparently it took money from my checking account twicei called customer service the next day and was told it would take a few days but my money would be transferred back I called today a week later and the rep told me it would take 2-weeks to transfer my money backwhen I told the customer service rep that it would probably be the time my next bill would come, she said why didnt you just tell the first rep to keep it for next months bill! Really that is no way to treat a customer by holding my money hostagesorry but that is unacceptable.Up until now we always spoke highy of the companynow when friends ask, I'll tell them shop around

My Sunrun solar system was installed in August of over a year after signing the contract with themWe were told we had to turn the system on ourselves which we did in AugustWe thought that things were ok until we received our electric bill in September and it was still $as usual prior to getting solarWe called them they told us that we should see improvements in a month or so , we waited and called again in October after our electric bill was still $and we had a sunrun bill on top of that to pay now ! So we did not pay our bill thinking we could get a credit for our system obviously not working We received an email stating that our system showed on their end that it was not producing and that they would send out a technician and that never happenedwe called multiple times about twice a week to complain and ask when were they going to send a technician out ! They kept saying that on their end it looked like my system was producing power, if it was it was not show

If you are thinking about switching to solar power for your home, and you live in Central Maryland, I urge you to think twice about using SunRun We have been dealing with them since March 14, 2016, if you want to count the evening I messaged a representative about a consultation After running the numbers against our now astronomical electric bills, switching made sense and SunRun seemed to have the best return compared to other companies I researched, so we signed up The site audit was pretty quick, which would have been nice if the fact that we live in a townhouse had been considered, and led to a whole host of issues later because it was not done properly (I did not realize this until installation) All of the contract signing, design approval, and other paperwork is done electronically through DocuSign, which is nice, and the design team followed up with phone calls if there were questions to be answered But that is where our positive experience ended with a screeching halt
Our installation day was tentatively scheduled to happen of May 20th, which it did, but it certainly was not problem free Our appointment was never confirmed by the Install team, despite the fact that I had reached out a couple of times that week leading up to 5/20, including the afternoon before I did, however, get a phone call at 7:the morning of the 20th stating that the crew got a late start and they were still at the warehouse procuring their materials (they were supposed to be at my house between 7-am) They arrived close to 11: At just after 12:30, a mere hour and a half after they began, I get a phone call telling me that they are having issues with placement of the PV meter and emergency shutoff They explained where they wanted to install it (directly next to the front door), and I swiftly denied that request, both for aesthetics and a violation of my HOA’s Architectural Covenants I asked them to find another suitable location, such as the back of the house or the basement wall and let me know prior to installation I was told that neither was possible, and they would figure it out I got a text message later that afternoon stating that the installation work was complete and a request for inspection was submitted Great! Get home and find that the meters are installed on the SIDE OF MY TOWNHOUSE, which extends beyond my property line, into my neighbors property! I was obviously displeased I also found out that there was an issue with the breaker panel that although photographically documented during the site audit, was not address during installation
Inspection time rolls around, and after a bunch of hiccups courtesy of technology, we get it done And FAIL Which is really no surprise, considering the complete lack of attention to detail thus far The meter and the shutoff switch have to move from the side of the house and away from the property line, the conduit coming from the panels needs to moves as well Eventually, the meter wound up in the basement like I had originally asked for, and the shutoff went next to the meter for our utility company It took several visits, none of which were confirmed by the branch, by me having to hound them constantly for information and confirmed appointment dates and times To say that I was angry at this point is an understatement of unimaginable proportions Today is June 24, We have been working on this installation project for over a month One month and days, to be exact, to install solar panels on a square foot townhouse I have destroyed sided, a flower bed that has been trampled, a hole in my roof and the soffit that now has conduit running through it, and solar panels that I now really have ZERO desire to turn on, because the thought of continuing to do business with SunRun makes me both angry and incredibly anxious I literally BEGGED to the point of tears, *** *** (Central Maryland Branch Manager), *** *** (Northeast Regional Sales Manager), and *** *** (Northeast Regional Operations Manager) at several points during this debacle to get the panels off my house and just put it back the way it was, but I let myself get talked into completing the project with promises of compensation for our frustration and lost time Guess who I have not heard a peep from in over a week, now that installation is complete? At the very least, the Regional guys, each of whom assured me that they would personally take accountability for the myriad issues experienced during this project
So, the end result is that yes, I have a solar system on my house Am I happy about it? Not in the least And at this point, despite all the promises made to rectify all the wrongs, none of which have come to fruition (like using nearly a dozen opportunities for improving customer service as it relates to scheduling and confirming appointments, both directly out of the branch and with sub-contractors!) As it stands, SunRun is the only one benefitting from this situation My husband and I? We still don’t want to be dealing with you, and will stand by our statement that agreeing to do business with your company has been one of our most regrettable home-related decisions to date
Regards,
*** *** *** ***

Purchased a solar system (installed) with battery bain December System installed in June with all permits requiredSystem turned on on July System has never produced power as stated in contractIt takes over days to get a techrepout to check the system out and the Techs are not qualified to do any work or they don't know what to doSystem has never worked properly as promised in year contract

In late October, SunRun installed solar panels on my houseI am not getting the production they promised and that I am contracted forI have called customer service repeatedlyIf they bother to answer the phone, they promise to look into it or try to put me off because it's "winter"SunRun sent a technician out twice after I called and called some moreBoth times he told me I was getting less than 10% of the energy I shouldHe said, the panels are on the wrong part of the roof (North East) rather than facing southAlso, my neighbor's house blocks lightWhen I call, yet again, they either put me off or don't answer the phoneI need to have my system re -engineeredHow do I get this company to respond without getting a lawyer

Ive had my solar system for 1/months and the system has worked for maybe monthIt keeps breaking down

The company that Sunrun contracted with to install my system removed roof tiles from my property without my permission and has not returned them after I asked that they be returnedI have contacted Sunrun numerous times and was promised a resolve to this issue a week ago,***I was told someone would contact me in hours to resolve this issueThat has not happenedThe original install was in *** ***, enough time to find and return the roof tilesI would like Sunrun to return the roof tiles as they have promised to do

I have received two notices of a balance due on my account dated *** * and *** **I have emailed and called at the contact infolisted and have not received a replyI wish to resolve this matter but have a question being that I have a balance due but the account was on autodraft, so SunRun was responsible for making the payments, so I am not clear how I still have a balance due