Sunrun Inc.

Initial Business Response /* (1000, 5, 2015/08/14) */
We appreciate you taking the time to share your concerns with us. We are always looking to improve our service visits and we apologize for the delay. A technician was on site to make the necessary electrical repairs along with replacing...

your Sunrun meter. A Specialist has been in contact with another member of the household in regard to the repairs made. If any other concerns should arise please reach out to the Specialist that has been in contact with you.

(The consumer indicated he/she DID NOT accept the response from the business.)We believe the system is now operational. However, no one...

has been in touch with us to confirm that the unit is fully operational or to address the damage to us as a result of the system not being operational for a period of time.

Initial Business Response /* (1000, 5, 2015/08/26) */
We apologize for any inconvenience this experience may have caused. After reviewing your file the first application missed the credit window due to your application changing hands. We cannot change the credit criteria for this particular...

product you are trying to obtain. However, there are other options and production available that may make sense for you. If you are interested in exploring other options please let us know and we will have a Specialist reach out.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, it is not my problem that my file changed hands. Everything was completed and approved to proceed and due to whatever issues on your side, the window was missed. If it were something on my end or if the electric company did not approve in time, I would be more understanding. This is not the case. I am not asking for any policy to change regarding credit. I don't see why a delay on the companies end should be a problem on my end. I did not delay the contract. The company did. I would like my original contract honored and the panels installed.
Final Business Response /* (4000, 9, 2015/09/22) */
A customer care specialist has reached out to you to further address your concerns regarding credit approval - our stance remains the same regarding credit approval but we have new products which may make more sense for you to go solar.

Complaint: [redacted]I am rejecting this response because:
Thanks to Revdex.com ,a Sunrun representative finally contacted me after several months of I attempting to request them for a lease transfer copy. However, the response from Sunrun is a complete false and outright lie. It is quite surprising how they are trying to falsify the email conversation I had with them. 
 To this note, I’ve attached 3 documents.
 
The first attachment is a contract agreement between the original owner of my previous home.  This has nothing to do with me at all and not even sure why they sent it to me. Infact its not a good idea for Sunrun to share the original owners complete contract with me. Note that they also named this as Peddu agreement which is made by previous owner.
The second attachment is “transfer of lease” document where the previous owner signed & I signed as part of the home purchase. Here, it is important to note that Sunrun never signed & acknowledged this document. Only if Sunrun signed this document, the transfer of lease would be a valid one.
I’ve attached the email conversations I had with [redacted] at Sunrun. Repeatedly I have asked him why Sunrun did not sign the transfer document which he never answered. Repeatedly I told him I was never briefed about the terms & conditions of the lease agreement with the Sunrun and he didn’t answer straight to that. Repeatedly I told him if ever had known that I’m binded by a 20yr long with a monthly bill of [redacted] which is way more than the regular [redacted] bill, I wouldn’t have opted for this lease. In the end & without any answers, he sent an email saying that “I have answered all your questions”. This is just to address this to show the Revdex.com that he responded. The email attachment shows this all.
Also I’d like to note that, the current rates for solar have become very cost effective from the time the original owner purchased and also the time that I moved into the house. It is not good for Sunrun to bind me for a longer term (20 long yrs) & higher rate at a period the rates are competitive from different solar vendors. The way Sunrun tried to make me a ploy in their game as per the emails, I no longer wish to continue with this company and seeking help to terminate the contract with them.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/03) */
Thank you for taking the time to share your concerns with us. A Specialist has been in contact with you in regards to your production concerns. We are happy to report the system issue has been resolved and the production is back to being...

above the estimated levels as of September. Should any other questions or concerns arise, please reach out to the Specialist in contact with you. Thank you for your patience.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/06) */
Thank you for taking the time to share your concerns with us. It looks like a Specialist has been in contact with you regarding the systems performance and provided you with a Savings Analysis. The analysis resulted in a favorable...

outcome. The system has been producing very well since March 2015 over-producing every month! We are constantly working to improve our service time and thank you for your patience. The Specialist will continue to be in touch with you until we come to a resolution.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were told on 7/6/15 that an analysis would be sent to us which we have not yet received. The "new agent" handling the case since Daryl has left the company seems to think that we are only entitled to a $240 refund, although our inverters were not working for very long periods of time and the company failed to monitor them as promised, notify us, and fix them. We had to go online and see that they were not working for ourselves and call for service (after seeing that our electric bills had not shown any significant reduction). The amount of our time wasted calling Sunrun and the number of times that we faxed old electic bills which they in-turn kept losing is unacceptable. This self-monitoring and faulty equipment was not part of our contract. Sunrun has not delivered the service that they promised, yet we paid $3,000 upfront and have not missed one monthly payment.
Final Business Response /* (4000, 9, 2015/07/17) */
Our records show a Savings Analysis was sent to you on 7/2/15. Mr. [redacted] confirmed the email and the credits applied to your account. After receiving your Revdex.com reply we reached out again and spoke to Mr. [redacted] to reconfirm we had the correct email address and that the proposed solution was a favorable one on 7/14/15. If any other questions or concerns should arise please reach out the Specialist that has been in contact with you.
Final Consumer Response /* (4200, 13, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The savings analysis provided indicates that our total cost of energy was $4411.40 from 4/7/14 to 4/6/15. With the 60% savings promised by Sunrun in order to get us to put $3000 down and sign up, we should have saved $2646.84 during this time period. Since we only saved $1244.84, we lost the difference of $1402.00 in promised savings. It was not our responsibility to monitor for faulty inverters that were not working, call repeatedly for service, etc. Thus, offering us $250 compensation is a true insult at this point. We haven't missed one monthly payment of $34.46 either . I kept my end of the deal as the consumer!

Initial Business Response /* (1000, 5, 2015/09/30) */
Thank you for taking the time to share your concerns with us. A service transfer specialist has reached out to you and taken action regarding the transfer forms. If any other issues arise please reach out to the specialist that has been...

in contact with you.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No confirmed reponcse that new customer signed paper
Final Business Response /* (4000, 9, 2015/10/15) */
Thank you for the follow up. All signed paperwork from the new home owner has been received. All that is left is the new homeowner's credit check and then we will be able to finalize the transfer in our system. Thank you for your patience and should any other questions or concerns arise please reach out to the Service Transfer Specialist that has been in contact with you.

Complaint: [redacted]I am rejecting this response because:
[redacted] called me the previous week and he said he is looking into lowering my bill and will get back to me. However he called again and repeats the same old thing - "the contract is valid". As i've already stated in my complaint & several times in conversation with him the below points -
1) I was never briefed about the terms & conditions of the contract when the attempt was made to transfer this to me. I expected a call from the Customer service to let me know the terms of lease and the payments which was never done.
2) As I stated in my email earlier the price is too high. Without Solar, my bill would be less than [redacted] ** with [redacted] like most of my neighbors. I end up paying a flat [redacted] every month to Sunrun nevertheless. 
Doesn't make any sense for me to pay a flat fee of [redacted] and on top of it pay to [redacted] every month (more during the winters where the bills shot up). 
Sounds ridiculous where there is no savings.
 
3) Lastly, Sunrun repeatedly says the contract is valid without the Sunrun acknowledging even a half baked contract. And even without and briefing to the customer about the terms & conditions.
I have no time to continue discussion with Sunrun repeating the same things again & again. Unless you have a solution to bring down the rate based on point #2 above, Please cancel this half baked contract. 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/03/30) */
Thank you for sharing your monitoring concerns with us. Our records show a Specialist has been in contact with you to resolve these monitoring issues. We thank you for your patience as we work internally towards a solution.
Initial...

Consumer Rebuttal /* (3000, 7, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue has not been solved. I'm still waiting for an update from SunRun.
Final Business Response /* (4000, 9, 2015/04/09) */
Our records show you are in the process of getting a Locus meter to resolve your monitoring issues. Please reach out to your Specialist if any other concerns arise.

Initial Business Response /* (1000, 5, 2015/04/09) */
Thank you for taking the time to share your savings and rate concerns with us. After reviewing your file it looks like a Specialist reached out to you on 4/8/2015 and resolved the issue. Please reach out to Sunrun Customer Care if any...

other questions or concerns arise.

Initial Business Response /* (1000, 5, 2014/09/17) */
Thank you for taking the time to bring your concerns to our attention. We take all customer concerns very seriously. Sunrun is working directly with this customer to resolve the current issue. A resolution is under way.

Initial Business Response /* (1000, 5, 2015/07/10) */
Thank you for taking the time to share your concerns. After reviewing your file it appears a technician has been on site 7/10/15 to install the correct breaker. A Specialist has unsuccessfully attempted to reach you by phone and email...

multiple times. Please let us know if you are not receiving our messages.

Crooks! They forged my initials and signature and sent me a signed by"me" 32 page contract.avoid these people

Complaint[redacted]I am rejecting this response because* there...

is a major discrepancy between [redacted] and Sunrun as to the production of my system.  Sunrun after 2.5 years finally came out and found they system had faulty wiring from day 1 and now I have not received what I paid for for almost 3 yearsSincerely,[redacted]

[redacted] /  [redacted]
 
Sent copy of service contract to customer. Pending reply it is what he needs.
If so this will be closed out...

once he gives OK .

Initial Business Response /* (1000, 5, 2015/06/04) */
Thank you for taking the time to share your concerns with us. After reviewing your file we were able to confirm your cancellation in our system. A Specialist has sent you an email with a written confirmation of the cancellation. If any...

other questions or concerns should arise please reach out to the Specialist you have been in contact with.

Initial Business Response /* (1000, 5, 2015/03/20) */
In an attempt to remedy this situation we have reached out to you on 3/17/15 and 3/20/15 and left voice mails on each occasion. We are eager to help find a solution. Please reach out to Sunrun at your earliest convenience.
Initial...

Consumer Rebuttal /* (3000, 7, 2015/03/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been trying to resolve this issue since we got the systems. I have talked to [redacted], [redacted] and [redacted] from Sun Run back from X-XX-XX till 3-21-15. On X-XX-XX I talked to [redacted] and again he asked me to sign that rate modification,and release paper wich I refuse to sign.I told him I really want the both systems removed, he said they can't do that because I'm under contract On X-XX-XX I left a message for [redacted] didn't return my call and on X-XX-XX got a call from their collection dept. Threatning to turn the systems off if I didn't pay. I told them to go head and turn them off because the systems are not running properly anyway. I told them I was talking to [redacted] about a fixed rate modification or remove systems from both homes. On X-XX-XX I talked to [redacted] about the modiifcation letter that is not a fixed rate he said no because PG&E is going to go up every year thats why its not fixed. I was told the monthly rate would be locked in.I told him that is not going to solve anything because Im still going to be paying PG@E,solar and tru ups for both.Then I told him if they would just be truthful to their costumers there wouldn't be no complaints and no promblems. He didn't respond. Then I told him about house 2 so he wants to see the up to date PG@E bills from house 2 I told him that I sent XXXX-XXXX and Januarys 2012 to [redacted] but that I would resubmitt them again. Thank You.
Final Business Response /* (4000, 26, 2015/06/02) */
The proposed solutions are still in place and known to the customer
Solution 1
- Offered Mr. [redacted] a "Rate Modification" which would permanently lower his monthly payments.
- We also issued a retroactive credit to equalize the past bills.
With these two actions, this problem should be resolved.
Current Situation
The Rate Modification has not gone into effect because Mr. [redacted] will not sign the letter unless standard legal language is removed. It is not possible to remove the language due to legal reasons and it is not part of standard process.
Problem 2
December 2014: Mr. [redacted] had savings concerns regarding Solar System #2.
Solution 2
Offered to perform a "Savings Analysis" as well and asked Mr. [redacted] to provide PG&E bills for the last 12 months to assess, total energy consumption, costs and solar production.
In early April, Mr. [redacted] provided utility bills for the period April 2013 - March 2014. It was found that Mr. [redacted] saved money being a Sunrun customer.
Please let me know if there's anything else to be provided from Sunrun at this stage?
Thanks,
[redacted]
Final Consumer Response /* (4200, 28, 2015/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated before it will not change anything the systems were only to benefit them and not us.I just want the both system off on both homes. Thank You, [redacted].

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

out to the Specialist in contact with you.

Initial Business Response /* (1000, 5, 2015/04/30) */
We appreciate you taking the time to share your concerns with us. It looks like a Specialist has been in contact with you and you are working towards resolution. Should any other questions or concerns arise please reach out to the...

Specialist you have been in contact with.

Initial Business Response /* (1000, 8, 2015/10/01) */
Thank you for contacting us regarding this issue. A customer care specialist has been in touch with you and resolved the issue regarding the deposit refund. Please reach out to the specialist that has contacted you for further assistance....