Sunrun Inc.

Initial Business Response /* (1000, 13, 2014/06/18) */
Thank you for taking the time to bring your concerns to our attentionWe take all customer concerns seriously and would like to discuss these concerns with you and work towards a resolutionWe have attempted to contact you via phone,
email, and physical mail with no responseAs stated on page one of your Sunrun agreement, the solar system was designed to offset approximately 41% of your historical annual usage, leaving you to pull the remaining 59% of your annual usage from your utility companyWe apologize if there was any confusionAs part of our ongoing attempts to contact you, we mailed you a physical letter notifying you that the Sunrun solar system at your home would be deactivated due to non-paymentThe system was deactivated approximately three weeks after this notification was delivered to youWe would like the opportunity to resolve your concerns and analyze your solar savingsIf you would like for us to move forward with a savings analysis, please provide us with your most recent twelve months of SDG&E billsWe look forward to creating a solution that will address your concerns and resolve your issueOnce again, thank you for taking the time to contact Sunrun

SunRun Inc installed solar panels at the property located at *** *** **, *** ***,** *** on March 9, ***After that, there was no contact between SunRun and the home owners at *** *** **, and there was no indication that the home owners needed to pay anymore money to SunRun for anymore services, or that there was anymore work needed to be doneA year later, the home owners sold the property at *** *** **, and after they did, the home owners were finally contacted by SunRun Inc saying that the home owners, myself as a realtor who helped the home owners sell their property, the escrow company, and the buyer's realtor are responsible for continuing to pay SunRun for solar panel-related servicesKeep in mind that after SunRun installed the solar panels, they did not contact the home owners about any information regarding continuing payment to SunRun, and when I helped the home owners sell their property, I contacted SunRun Inc multiple times to do my due diligence a

In the beginning of May sun-run installed solar panels on our roofWia couple of weeks we had an infestation of pigeonsWe contact a pigeon exterminator that inspected the panels/roof and stated the birds were nesting under the panels and are starting to breedThe pigeon infestation will get worst in the coming months (and has already)The pigeons are getting overwhelmingHe stated he could clear the birds and install wire screens around each panel for roughly $***, but we should call our solar company firstThe panels and roof are now absolutely covered in droppings (along with our patio and pool)I e-mailed sun-run to file a claim to have the birds removedI got no responseI called sun-runTheir stated policy is to wait until the birds damage the panels or the droppings block out the lightI was cautioned that exterminators can damage the panels with poor techniqueMy option is to pay several thousands of dollars to a sun-run partner so they can remove the birds

Very bad installation Water damage to our houseInterior water damage, our bed damage, interior wall damage POOR followup on repairmonth and still not done The water damage / black mold has created health care problemsNo customer followup

Salesperson Kurt*** completed a presentation that included rebate of $Of course I was interested and happy to know that IRS would reimbursement me and give me a credit for installing solarHowever, come to find out that since I have dependents and no TAX LIABILITY I do not qualify so I am paying the $28,myselfI am a single mother of two adopted children and also have guardianship of my grandchildrenI work full time and now I am really in debt since I was scammed by SUNRUNI am 100% percent sure that Kurt*** knew to ask if I had tax liability to IRS so TAKE ADVANTAGE OF PEOPLE WHO DO NOT KNOW BETTERI will be writing to News Reporters in Fresno County and make them aware so that your company does not take advantage of others

I have a negative review to help others decide whether to lease from Sunrun or not I have leased my equipment since and was assured if there was a problem, Sunrun would make sure that we would be taken care of In September I received notification that my meter had failed, and needed to be replaced The meter failed on August 1, and was not repaired until September 17, My lease basically costs me $per day I was assured I would receive credit for the time I lost service Sunrun credited me for days, or month of my lease When I asked about the other days ($64.60=x $$3.80) I was informed that since I had received days credit, no other credit would be forthcoming It was not my fault the equipment failed, so I paid Sunrun $for electricity that I was never compensated for As a manager for years it is unthinkable that Sunrun would treat a longtime customer with such a poor decision Is it worth having the negative feedback for their lack of service? I most certainly will not renew my lease and inform others that there are other companies in this competitive business that are better choices*** **
***, California

We received a *** trbillWhen we called Sunrun to question the amount, they discovered that our panels had not been working properly for about monthsAt this point, our system was less than a year oldThrough MANY phone calls and emails, promises, and discussions with MANY customer service reps, they won't even call us backThey promise, we call and leave messages, and they now refuse to even speak with usWe are asking for SOMETHING towards the cost of the trbillVery reasonable! They still refuse to call us back!!!

I am having a problem with the Company Sunrun because they keep billing me for service on the home at *** *** *** *** that I sold on 05/05/**I received an email for Sunrun on 6/5/** that they required Proof of the Title Transfer and recorded DeedI replied to them explaining that we closed escrow on the property *** *** *** *** and because of their slow response to the title company, they delayed the closing of my escrow an extra weekI explained to Falynn McFarland that I did not have the information due to my move to *** and that my paper work was in a shipping containerI told her she could and should have had this information from the title company, she told me she would not contact them but instead contact the new ownerSo I took it upon myself to contact the title company to send this information to themThey received that information the same dayThen I received another email from Falynn McFarland on 6/7/** that they received the information and that

I bought my home on 4-30-***i have had problems with my solar system not workingI have follow the step that were given to me by sun-runAfter several service calls to my home the system still isn't solvedtoday on 5-19-*** sun power brought out a new inverted box but the inside was emptyThey said this never happens and they will have to order the "GUTS" of the invertedThey took the old inverted and left me the shell of the new invertedThis problem has been going on for over a year

We purchased a solar system from GCI, which was purchased by Sunrun IncWe were promised that our electric bill would be much lower than it was at the timeOver the course of the past years, we are not only paying Sunrun $192/month for the system, but we are still paying $to SoCal EdisonOn the Sunrun website it shows that we are saving $601/year, but with the $192/month we are paying an extra $towards electricityWe would be very happy with solar if it didn't cost us an extra $that wasn't disclosed to us by the original salesmanWe have had many conversations with Sunrun over the years and the only thing we get is the run around and the comments of "your consumption must have gone up." I should at least see savings that equal the annaul lease payments$in savings when you are paying $is not a savings

A leak in my roof was discovered and reported to SunRun customer service on October 1, ***On October I took a half day of leave to meet the SunRun rep so he could view and confirm the problemI did not hear from anyone by October so I called the rep to get the statusHe said he's trying to get a roofer to repair itWhen I called him again on October he said someone will be calling me to setup a repair dateSomeone from that company did call my work phone on October so schedule a date/time for someone to look at the problem on October The person never called or came to my houseI called SunRun customer service on October and Both times they said they would check with and notify the "facility coordinator" or some kind of title like that and someone should be calling me the next dayI have still not heard from any SunRun or roofing personSunRun states they have my roof insured and take care of roof problem related to the installation however nobody will ac

Sunrun has agreed to remove trees for my solar system and now has negated to hold up to their end of the contractIt is impossible to ever get a hold of anyone and they have stated in an email to me that they created my system with a design flaw and have yet to resolve the issue

When I purchased my solar through SunRun, I was told I could get monitoring through SolarEdgeI purchased the appropriate equipment at a higher cost in order to do soWhen I called SunRun after turning on my solar on *** 13, ***, I was told the SolarEdge monitoring was part of the installation anymore, but they would submit a ticket in order to do just thatAfter a number of telephone calls and emails, I received an appointment for *** 14, *** to have the monitoring installed, with a window time of am to amAt am, I contact SunRun to verify the appointment and I was assured it was scheduledAt 12:pm, I called again and they indicated they would try to contact the technicianAt 1:pm, I chatted (on line) with the representative, who contacted the service department and who told me to reschedule on Monday at 10:amToday, on *** 17, ***, I have yet to hear from the service technician and I have contacted SunRun four times at this pointThis is the s

Sunrun in my experience has done an exceptional management job in the setting up a solar array on our property, The job consisted of solar panels being connected to our power supply with minimal interruption to our lifeThey were very courteous and keep us informed of the progress of the job until it was completed

The fine print of my contract states SunRun will meet a specific amount of power supplyHowever, when their system goes down for 3, 4, 5, months of the year, I am required to pay PG & E the differenceSunRun is telling me they are not going to payThis has happened every year since the system went in (separate years)This has resulted in effectively having a year of no solar serviceThis last time the system went down due to a faulty part, it took from May until November until the part was acquired and repairs were affectedSunRun is threatening us by affecting my credit and telling us there's nothing we can do about it

Initial Business Response /* (1000, 5, 2014/10/08) */
Thank you for taking the time to bring your concerns to our attentionAfter our service partner received and installed a new inverter at your home on September 30th, the system has been up and runningCurrently the solar system is
producing above the estimated production levels for this time of the year
As it states in your Sunrun agreement, your performance guarantee ensures that you are refunded for any underproduction of the solar system at your homeIf you have any additional questions about the work that was recently done at your home or your performance guarantee please do not hesitate to reach out to Sunrun directlyThank you again for bringing this concern to our attention

I have contacted SunRun numerous times regarding monetary incentive (referral/promotion) that would be receivedStill no delivery on their promiseInitially, I signed up with an agent named *** *** (***) for a residential solar systemThe property address for the solar system that was installed is: *** *** ***, *** ** ***The Sunrun Acct # is ***He had promised that I would receive a $dollars as an April (end of the month) bonus and also $as a referral bonus, bringing the total to $as a Visa gift card(s)This was to be mailed out to my primary residence as soon as the installation was completeSo far I have not received any communication via mail regarding $visa gift card(s)Sunrun has not honored this amount and the sales agent has communicated with me many times since the initial sales agreementBut no solid commitment to paying to bonus money ($total) that had been promisedAfter many conversations over the last few m

I leased twenty five solar panels from SunRun several years agoNow I intend to sell my home and my realtor discovered that the state permits were never filed at the county officeI after several phone calls to SunRun’s customer care I have not been able to get this problem resolved, indeed the customer care representatives have not even been able to get the local SunRun office to return their calls! The contract I signed clearly states that I will assist SunRun in obtaining the required permitsI was asked to be home on the day the state inspector arrived to sign the documentation he presented after completing the inspection was completedI completed that task as requestedI need to have this issue resolved before I can move forward with selling my home and SunRun has simply refused to even acknowledge the problem exists

We have spent the last four months enduring delays and excuses from SunrunThey have missed appointments, failed to return phone calls and ignored emailsThe entire project was originally delayed in June when the Sunrun salesman told me they couldn’t install a system on a house with two metersOur electrical contractor had lots of problems getting *** over here to do the changeover at a cost to us of $***Subsequently, the Sunrun electrician told us that it wasn’t necessary in the first placeThen they started the permit process which we thought was already underway, finally securing the permits in OctoberThen we started hearing excuses and finally got the system installed in the last week of ***Or so we thoughtThe installation wasn’t complete and more excuses startedAs the electrical work resumed, we were then informed that our electrical contractor used an incorrectly rated box when making the unnecessary changeoverWe had that taken care of in a week and Sunrun

I have a solar system installed by sunrun with a contract to maintain the systemi have called time with the promise of some one getting to my home to repair the systemtime I was told that they had no one in las vegas but would send a electrician out who was contracted with themthey never showed upon the last call I was told they do have an office here and they would be out to repair the system the 1st of august over a month after it stopped working I find this way to long as they get paid each month for the system