Sunrun Inc.

I am sorry to say that we've been hustled by sun run also! The panels do not produce anything near promised.We have to pay Edison over $at the end of every year and $every month .Way more than what we used to pay prior to having solar ! My biggest complaint is that their contractors destroyed our ceramic tile roofOur house is covered in broken tiles now ,over broken tiles.I've called them dozens of times over the last years to repairThey blow me off everytime ,never returning my calls .Once someone came out to put larger gauge wire in the system .I asked about the broken tiles and they told me "it's a bummer ,but that's what happens "They also had to put a larger amp service panel in our house..I recently noticed that over a third of the breakers had no wires to them.I decider to crawl under the house and noticed that they connected one half of the house all on one breaker .That's over bedrooms on one amp breaker That breaker blows oftenEach bed room before all had their own amp breaker! They also did not put the proper size flashing above the fascia board and now I am having to replace over feet of rotted boardThey bent our rain gutters also and now they don't drain.Please do not consider using this company ,they do not stand behind there word and will destroy your house with a smile .This has been my worst experience ever!

This Company does no care about its Customers Thy have guarantee roof leaks against the install my roof started leaking from all the rain in San Diego ...In the rain I located the leak and it was coming from one of there solar panel mounting brackets I called them ,they came out when my son was home They said its coming from my vent in the bathroom ,which is not true They would not go in the attic and look at where I marked where the water is coming in .....So I called to have them come back out and they now say I have hire a roofing Company to come out and review if its a solar issue Do not hire this Company ,,,, we also had issues with the install not being professional and had them some things .They do not stand behind the work they do

I purchased solar system from *** ( complaint filed) they told me I had to call Sunrun to have them issue a work order to install a Secure Power Supply Module that was not installed on initial installation, that will let me run an extension cord when I loose commercial power, solar panels are useless without commercial power (found out during a power outage) this module will let me run a cord to a fridge or freezer, never told by *** or Sunrun (written or verbal) I found out info by checking out pamphlet about my Sunny boy InverterCan you help

Installation was supposed to take days, took days to install, Different crew everyday I called several people regarding this complaint Nick, Meghan , Jeremiah,ChrisThey told me they would send me a supervisor to inspect and handle the project correctlySupervisor came And I told him my issue with different crews coming and going and not explaining why or installing the way they want not the way on the plans.He told me he will double check and make sure everything was done correctly The State Inspector came here on Thursday and the complete job has failed on countsserious problems not easy fixThe State Inspector told me this is a serious and dangerous situation and not to turn on this unit and that they don't want SUNRUN operating in CT any longer There has been many mistakes in the installation process including Damages to my siding, roof and gutters Please check with Sunrun Supervisor Jose I DO NOT RECOMMEND SUNRUN TO ANYONE LOOKING FOR SOLAR SYSTEMS!!

After figuring out eight months after installation that the reason our system never worked was because they never hooked it up correctly in the first place, Sunrun is now ignoring an intermittent failure in our systemRepeatedly, we have talked to customer service and a repair order was opened, only to be closed by management stating they replaced a circuit breaker (that has no effect whatsoever on system performance) and everything is working perfectlyError messages and Fault lights are not part of operationAdditionally, Sunrun promised us appeasement for our electric bills that were still high because they didn't install the system properlyHaving sent them the final electric bill, we are now being ignoredSunrun does not want to find the problem in our system or keep up their promise to make good on their waste of our electricity

I hired this company to install solar years agoThe experience for the installation went fine, but when I contacted them earlier this year to removal, redesign, and install the panels this spring due to a home remodeling/extension, that is where the problem aroseI have been dealing with multiple parties at Sunrun, all unable to give answers and keep shoving me toward someone else or promise to call back with answers and would never call meThey told me the redesign can take up to weeksI patiently waited for the redesignFast forward months later, I still don't have my panels back onMeanwhile, my PGE bill is over $a month due to hot summer and AC running all dayI have called Sunrun to find out about status of my project to no availThe rep that I have been assigned to has not communicated and stopped responding to my emailsThis is so disappointingI will never recommend anyone do business with this company

Sunrun is the Co that takes your money and then they subcontract out the job and wash their hands of youI reported a major leak in my roof after the solar panels were installed and they didn't even contact the contractor
The website where you're supposed to see everything going on with your panels is also a joke you see nothing except how much you generated days ago

Dishonest representatives, stay away from this misleading company I had two people come to my door at my home and claim that they we not selling anything and instead say that they were here to "notify me about a reduction on my utility bill" If they're dishonest upfront then they are certain to be dishonest, mislead and prey on unsuspecting people/elderly STAY AWAY!

Let the leasee bewareMy combined *** and *** have been more every month from the first month since it was turned on.That was in March just a warning

I am submitting this complaint on behalf of my year old mother and my year old father who feel that they have been taken advantage of by Sunrun IncA Sunrun salesman came to their home and shared a large number of falsehoods in order to have them sign a contract for Sunrun solar panelsThey were told that Sunrun was affiliated with Duke Energy (the local power company)They were told that because of the high demand for electricity, Duke Energy is unable to generate enough demand for powerTherefore, they were told, Duke Energy is paying customers to help them generate Solar powerThey were told that clients taking advantage of this program would receive the panels installed and that they could begin generating their own solar power at absolutely no cost to themIn fact, any access energy would be sold back to Duke Energy so this is actually a great way to generate extra income for those living on fixed income such as my parentsIt all sounded too good to be true and if my

Sunrun contacted us that our system wasn't working properlyThey contracted a tech quickly who told us to check with our Power company about our voltageWe did that and found nothing had changed and our power company was supplying us with exactly what they have been since our system was installedThe voltage is in the allowable limits of what the power company is allowed to supply and within the limit of what the inverter can handle, according to the instruction manualThe phone number that the contracted tech gave us was disconnected and so we contacted Sunrun again for further supportWe are not receiving any satisfactory level of serviceWe call every day and we are told Emily (who we have yet to have any contact with) is our case workerSome promise a call back and everyone tells us to be patientAll the while we are days into minimal productionThey have been consistently claiming it's a power company issue and obviously don't even know the specs of their own products

Initial Business Response /* (4000, 7, 2014/08/14) */
Sunrun takes all customer complaints seriously and we are sorry to hear about your concerns regarding your former Sunrun Agreement. Thank you for taking the time to bring your concerns to our attention.
Sunrun's dedicated Service...

Transfer Team successfully transferred your Sunrun Agreement to the new homeowner. The eventual lowered sale price of the home was not solar or Sunrun related.
Sunrun has provided you copies of the Agreement and we encourage you to take any necessary action against your spouse / ex-spouse. If you have any further concerns, please do not hesitate to contact Sunrun.
Initial Consumer Rebuttal /* (4200, 11, 2014/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your response is completely unacceptable and my position has not changed.
1. The "agreement" is null and void because I, the named "Primary Account Holder" had no knowledge that there was an agreement, I did not sign an agreement, and had I been presented with an agreement I would NOT have entered into it.
2. I can produce all of the Real Estate transaction documents and statements from the parties involved that prove that the $15,000.00 loss on the home is directly as a result of the solar.
Additional information;
- In Sunrun's haste to enter into this agreement, Sunrun and their representatives failed to practice the very basic principles of due diligence by neglecting to make any attempt to notify me that there was an application made under my name.
- Please refer to page 13 of the agreement where the Sales Consultant states that he presented this agreement according to "The Right Stuff" and the Sunrun Code of Conduct and that he obtained the homeowners signatures on this agreement. Obviously this is not true. Please provide me with a copy of The Right Stuff and the Sunrun Code of Conduct.
- In addition to my signature and initials being forged, I would point out that my former husband's signature does not at all resemble his normal signature in any way. I suspect that Sunrun representatives have been involved in the forgery. I can provide you with numerous samples of both of our signatures on other legal documents for you to compare with the signatures on the Sunrun agreement.
- I am very concerned that my financial identity has been compromised as a result of this blatantly fraudulent transaction.
In closing, my issue is with SunRun. The onus is on Sunrun to do a thorough internal investigation and, if necessary, take action against the person(s) responsible. I would hope by now that you have put the necessary business practices in place to ensure that a similar situation does not happen again.

Initial Business Response /* (1000, 5, 2015/11/05) */
Thank you for taking the time to share your concerns with us. A Specialist has been in touch with you regarding the meter issue. We would like to report the meter communication has been restored. We are happy to have resolved your...

concerns favorably. Should any other questions or concerns arise, please reach out to the Specialist in contact with you.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has reached out to me and we have both agreed on a settlement.

Initial Business Response /* (1000, 5, 2014/06/13) */
Thank you for taking the time to bring your concerns to our attention. We apologize for the design complications that prevented you from going solar with Sunrun. Due to the frustrating experience, we are happy to refund you the full...

$500.00 deposit. You should receive a check for the full deposit amount in the next two weeks. Please accept our apology for any inconvenience this situation has caused. We can assure you that the deposit refund check will be mailed to you soon. Thank you for providing us with the opportunity to resolve your concerns in regards to your Sunrun deposit.

Initial Business Response /* (1000, 5, 2015/02/17) */
Thank you for taking the time to share your production concerns with us. Upon dispatching a technician to your home they found the system to be functioning properly and the under-production you experienced can be attributed to weather....

Our records reflect that you were contacted on 1/29/15 by a supervisor regarding your production. We are happy to say that the system's production has been in-line with our expectations since that visit. If any new issues arise please do not hesitate to contact us.
Initial Consumer Rebuttal /* (3000, 12, 2015/03/26) */
I have cooperated with Sunrun and provided utility company info to help evaluate the problem. Sunrun has used my personal information to access my utility company account online without my approval or knowledge. They have still failed to take any positive steps to resolve this issue.
Final Business Response /* (4000, 14, 2015/04/07) */
We apologize for any miscommunication. Please rest assured we did not access your utility account. Our customers' privacy is something we value very highly. The utility bills were used to evaluate your solar system not access your utility account. Based on the two visits our technicians made this year, the system is doing well and does not require further action. The system over-produced for the month of March and is currently on track to produce over what we has estimated for the month of April. If you have any other concerns please do not hesitate to reach out to the Specialist that has been in contact with you.
Final Consumer Response /* (4200, 16, 2015/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My utility company account was indeed accessed by a Sunrun employee by creating a fraudulent account access. The system did not produce adequately in the fall and that is a design error by Sunrun. Any shading issues fall on their system designer. The system underproduced for the year. As far as contacting their specialist, are they referring to the one phone call I have received from them in the 4 months of this issue? I expect contact from Sunrun to explain how they will correct the system or change the contract to allow for the underproduction received or when they will schedule to remove their equipment from my home.

Initial Business Response /* (1000, 5, 2015/08/28) */
We apologize for any inconvenience and frustration this has caused. After working internally we have confirmed that the cancellation of your contract is in progress. We thank you for your patience while this issue comes to a...

resolution.

Initial Business Response /* (1000, 5, 2015/07/23) */
Thank you for taking the time to share your concerns with us. After reviewing your file it looks like a Specialist has reached out to you by phone and email on July 20, 2015 and again on July 23, 2015 to address you concerns. Please 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, 2015. A Mr [redacted]. The customer service was non existent so the individual should consider changing his job title. Its quite obvious SunRun Inc. could care less if their customers save money while using their product. They're only interested in continuing to line their fat pockets with the consumers hard earned money. This 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 well. We 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 month. Savings?! Whatever you think I'm saving is a joke in my opinion. Please take these worthless panels off my roof. You're company is definately failing to hold up their end of the deal.

Initial Business Response /* (1000, 6, 2014/09/12) */
Thank you for taking the time to bring your concerns to our attention. We take all customer concerns seriously. We apologize for the delays in receiving permission to turn on the Sunrun solar system at your home. There were two permits...

filed on your home. Sunrun has requested that one permit be cancelled and is working to have this completed by the county. Once that is completed, HECO should be able to provide permission to operate shortly after. We will let you know when everything is complete.
Your Sunrun agreement guarantees production starting from the permission to operate date issued by your utility company. If you have any additional questions on your agreement and performance guarantee please give Sunrun a call at XXX-XXX-XXXX ext 2.
Initial Consumer Rebuttal /* (3000, 12, 2015/09/28) */
It took 9m since contract was signed for PV installation, 3 months since my system has been installed & it still hasn't been energized.I purchased my photovoltaic system through Sunrun when they were at Costco. Here is a timeline of events regarding my problem:8/2013: Signed contract with Sunrun.5/22/14: Installed PV but with metering box locked. System was not energized. Sunrun said they still have to get authorization from HECO.A couple weeks later: I called to follow up. There was no communication from Sunrun to me unless I called. 6/27/14: This is the date that the Sunrun contractor said they turned in the paperwork to HECO. Over a month AFTER my system was already installed. I received no copies of any paperwork. A week later: I called to follow up. Sunrun says its taking long because they are waiting on HECO. I requested the agent to follow up with HECO. The Sunrun contractor then said they don't want to bother HECO or HECO might put me at the bottom of the list. I now know HECO doesn't do that. 8/18/14: I called & explained the situation to [redacted]. He said he would follow up with HECO and call me back. 8/20/14: I received no return call from [redacted]. I decide to go on HECO website & email them directly. I cc'd [redacted] who was taking care of my account. I explained that it has been 3 months since my system has been installed & it still hasn't been energized. I have received no real update from Sunrun except that they are waiting on HECO. [redacted] no longer is overseeing my account, he says [redacted] is. At no times was this change communicated to me. Later that afternoon 8/20/14: [redacted] calls and leaves a voicemail that HECO can't give authorization because Sunrun has two open permits on my property. Untill Sunrun cancels one & closes the other then confirms this with HECO, HECO can't give authorization to energize. He gives no apology only asks me to be understanding. 8/20/14: [redacted] replies via email & apologizes for the miscommunication with [redacted] & states he understands. He says [redacted] has it under control. 8/22/14: HECO emails & informs me that Sunrun has 2 open building permits on my property. HECO states they have been in contact with Sunrun & are still waiting for Sunrun to confirm they have closed the permits. HECO states that once confirmation of closed permits, it will take about 7 business days to receive approval to energize. 8/26/14 Still haven't heard from [redacted] to confirm that he closed the 2 open building permits. I send another email. [redacted] replies that he called the Building Permit office & requested to close the permits. He says he will further coordinate with myself & NEM once this is done. Still no progress or apology.The entire time prior to me finding out from HECO about the 2 open permits, Sunrun was claiming they were waiting on HECO. On the contrary, it was Sunrun's mistake. Yet, no one has taken accountability and there has been a lack of urgency to resolve my problem. No one apologizes for taking over a month AFTER my system is already installed to submit paperwork to HECO for approval to energize. I was told by Sunrun advertising at COSTCO that my system wouldn't be installed unless they had permission to energize. No one apologizes for their inaction in following up with HECO even when I requested several times for them to. Not once does anyone from Sunrun apologize for their mistake of opening 2 building permits on my property or for the mistake of not closing the permits. What I was promised has not been fulfilled. No one has apologized to me that I am losing out on money because by now I was supposed to have 3 months of decreased energy bills. No one has clarified to me when my warranty begins. Am I losing 3 months of warranty on my panels? Does the warranty start upon signing the contract (8/2013), or installation (5/2014), or energization (still no turned on)??? Either way I am losing out & no one has helped me get this resolved!

Initial Business Response /* (4000, 13, 2015/11/12) */
Thank you for taking the time to share your concerns with us. The Manager of our Service Transfers department has been in touch with you regarding the transfer of the system. He would like to work with you to transfer the agreement...

smoothly. Please reach out to him with any questions or concerns you may have.
Initial Consumer Rebuttal /* (4200, 15, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for writing, I am not interested in transfer of an agreement that I have not signed on nor my name is on it. The agreement was made with [redacted] who is now dead, that agreement should be considered voided. My final request is to terminate the lease and remove the panels. thank you.

Initial Business Response /* (1000, 5, 2015/09/28) */
[redacted], thank you for your feedback regarding the solar production credits. A customer care specialist has reached out to you and SCE and was able to resolve the situation. Your lost credits should appear on your next SCE invoice. Please...

let us know if we can further assist you.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just got my Bill from SCE and still no solar credits so between the two companies my Bill is $240. Before solar it was $80 something is still very wrong.
Final Business Response /* (4000, 9, 2015/10/15) */
Thank you for following up. We have reached out to Southern California Edison and it appears they have not been recording your solar credits in their system. We have been informed by them that these credits will appear on your next invoice. Thank you for your patience and should any other issues arise please reach out to the Specialist in contact with you or contact Southern California Edison directly.