Sunrun Inc.

Initial Business Response /* (1000, 5, 2015/08/12) */
Thank you for taking the time to share your concerns with us. We apologize for the delay and according to our records a Specialist has been in contact with you to address your service concerns. A replacement inverter has been ordered and...

will be installed upon arrival. Any lost production will be refunded by the Performance Guarantee. Should any other concerns arise please reach out to Specialist that has been in contact with you. Thank you for your continued patience.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They finally installed a new inverter on 8-13-15.

Initial Business Response /* (1000, 5, 2015/04/14) */
Thank you for taking the time to share your rebate concerns. After working internally and with 1st Light Energy we were able to confirm that the $500 rebate payment will be sent once installation on the other project is complete. If you...

have any other questions or concerns please reach out to the Specialist that has been in contact with you.

Initial Business Response /* (1000, 5, 2015/12/29) */
Thank you for taking the time to share your concerns with us. A Service Transfer Manager has been in contact with the realtor involved in the sale of your home and is working on coming to a resolution. Should you have any other questions...

or concerns, please continue to discuss the situation with the Manager in contact with your realtor.

Very frustrated with Sunrun!! I noticed one of my inverters making a clicking sound. I looked at the display and it said that it was not operating correctly (essentially). I then contacted Sunrun. They didn't send someone out for a week. When someone came, they said that they had to order a replacement and that it would take two weeks to be shipped. 3 weeks came and went with no communication from Sunrun. I have telephoned them 3 more times since then with the same tap dance about "backorder" "Delays", etc.

Each time I phone them, the promise is that they will contact me with updates. Never happens.

I am saddled with a contract that I can't get out of, unless I buy the contract.

Initial Business Response /* (1000, 5, 2014/08/26) */
Thank you for taking the time to express your concerns to Sunrun. We apologize for the inconvenience caused by the delays in servicing the Sunrun system at your home. Additionally, we appreciate you working with us on the servicing of the...

system on your home, and we are happy that all issues have been resolved.
Once again, we apologize for the inconvenience you have experienced due to these delays and are dedicated to making sure you receive the full benefit from your solar power service. Thank you for choosing to go solar with Sunrun and we look forward to servicing your needs going forward.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although the issue is now resolved, why did it have to take more than a month and the Revdex.com to get involved? Everyone from myself to the first agent I called knew it would take parts and a technician to visit my home and resolve this issue, but SUNRUN delayed and delayed until finally the technician arrived and confirmed what I had been saying for two weeks. It then took another two plus weeks for part (a new Fronius Inverter) to arrive and be installed.
I can say the SUNRUN Technician and the REI SOLAR technician that installed the new inverter were very nice and helpful and they also were amazed at the lack of attention shown by SUNRUN staff. I want to know how SUNRUN is going to pay me back for the $191.50 electric bill I incurred the month that my solar system was broken? My normal bill is between $60-$80 during June - October, not $191.50. I'm sure there will be some shady explanation of how they will "true up" on my anniversary but that will amount to me getting shafted for the high electric bill!
Final Business Response /* (4000, 9, 2014/09/22) */
Thank you for your additional feedback. We appreciate the opportunity to fully resolve your concerns. Sunrun is sending you a check to cover the cost of your utility bill, during the time in which the solar system at your home was not producing. You can expect to receive this check in the next two to four weeks. Thank you again for bringing your concerns to our attention.
Final Consumer Response /* (2000, 17, 2014/12/15) */
SunRun did provide a check for $200 to cover the month of electric usage without solar.

Entered into a leased agreement with Sunrun back in 2012. Am now being relocated with my company and need to pay-off the system as a requirement to accept my company's home buy-back relo benefits. In the contract, Sunrun lists a minimum buy-out price for each year of the contract in addition to contractual language that says the buy-out will either be the minimum price in the contract or a fair market value (FMV) price as determined by an independent appraiser. After I inquired about doing the pay-out, Sunrun informed me that the FMV price is roughly $6700 higher than the minimum price set forth in the contract. When I asked for the independent appraiser analysis as proof, they refuse to produce any documentation. They hired the independent appraiser and now they want to charge me more for the system, yet they won't share any information about the independent appraiser. Very shady business practice in my mind.

Initial Business Response /* (1000, 5, 2015/01/12) */
Thank you for your patience as we worked internally to resolve this issue. It looks like we come to a solution. We are glad we could come to a favorable resolution. If there is anything else you need please do not hesitate to contact us....


Initial Consumer Rebuttal /* (2000, 7, 2015/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thankyou for your quick action. Sunrun offerd to refund the extra $5 for each month that they collected it and to reduce the amount each month to the $75 that we agreed to for the billing. We will continue to moniter our account for the next month and see if they live up to this promise. Thank you again for your quick action in resolving this dispute.

Initial Business Response /* (1000, 5, 2014/02/13) */
Thank you for taking the time to express your concerns to Sunrun. We apologize for the inconvenience caused by the delays in receiving permission to operate the solar system installed on your home. In the light of the situation, Sunrun is...

more than happy to help subsidize your HECO bills until the solar system is given permission to operate by the utility. This amounts to $400 for each month that your activation has been delayed to date and a subsequent $400 for each month thereafter until the system is activated. Additionally, we will provide you with $500 to cover the difference in the original upfront price offered to and the final price you were ultimately invoiced for. Once again, we apologize for the inconvenience you have experienced due to these delays and are dedicated to making sure you receive the full benefit from your solar power service. Thank you for choosing to go solar with Sunrun and we look forward to servicing your needs going forward.
Business Response /* (450, 11, 2014/03/27) */
I have been made aware of Sunrun's response to my complaint and am completely satisfied with their actions. Sunrun and its representatives have made an effort to address all my issues and have worked hard to resolve them in a fair manner. I have no further issues at this time with Sunrun and am very pleased at the actions they took to not only fix the problem, but also in the efforts to make me feel like a valued customer. Thanks to all at the Revdex.com and with the Sunrun team.

Initial Business Response /* (1000, 6, 2014/06/17) */
Thank you for taking the time to bring this issue to our attention and for providing Sunrun with the opportunity to find a resolution to your concerns. Due to the circumstances Sunrun is happy to cover the cost of the removal and...

reinstall of the solar system on your home. We will work with you to schedule the removal and re-install so that your roofer can perform the needed roof work. We apologize for any inconvenience this situation has caused and look forward to providing you the full benefit from your solar power service. Thank you for choosing to go solar with Sunrun and we look forward to servicing your needs going forward.
Initial Consumer Rebuttal /* (2000, 8, 2014/06/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks to REC construction supervisor [redacted] who made the decision to resolve my solar difficulties and brought out his crew to do the removal and reinstall, and to [redacted], customer service supervisor at Sunrun who stepped up and followed up with me to ensure that things were progressing, It was alot of work to reach this point, but I am now happy with the results and the companies because of these two people.

Replied to customers concerns. Advised of of contract and reviewed process for taking over a system from another owner. Provided contact information for Sunrun customer care for future reference.

Initial Business Response /* (1000, 5, 2015/08/26) */
Thank you for taking the time to share your concerns with us. A Specialist has been in contact with you to go over your timeline concerns. As of now, all required documentation has been submitted on our end and we await a final site...

inspection from the utility company. We appreciate all your efforts with this process, along with your continued patience. Should any other questions or concerns arise please reach out to the Specialist in contact with you.

Initial Business Response /* (1000, 5, 2015/09/01) */
Thank you for sharing your concerns via the Revdex.com. We will not be changing your rate to $0.13 per kWh as requested, which has been communicated to you on numerous occasions.We have made continued attempts to reach an agreeable resolution...

for your concerns, including a bill credit and a reasonable rate modification. To date, these attempts have gone unaccepted by you. Our rate offer is still available should you choose to accept it. If the rate proposed is not accepted, we consider this matter closed and will continue to bill you at your contractual rate.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have asked SunRun to provide their numbers as a business and I would work with them. They have not provided those numbers. I have had to do the best I can with what I have available to me, including PG&E's rate and tier restructuring. I also have provided to SunRun a response that they gave on Yelp that they take savings they have promised customers very seriously and that they would adjust the rate out of their own pocket to make up for their mistake.
Since they are apparently not willing to do either, I again will have to work with what I have, which would be their latest TV commercials advertising a 20% savings on utility bills. (I have repeatedly told them that we would not have signed the contract for savings that were less than what was promised which started at 20% year one and ended at 57% year 18; that we would have waited for better technology.) From XXXX-XXXX our utility bill would have been $16,207, a 20% savings would be $3,207. We saved $784, a $2,422 loss in savings per the 20% formula. For that time period we paid SunRun $12,488; an $811 surplus over their proposed earnings of $11,677.
We also have to bring in year five of the contract (using their savings analysis timeline) October 2014-September 2015. We have paid SunRun $2759 through July 2015 and are currently in receipt of the August 2015 bill of $272.91. The solar energy produced for that time period is 10,290 kWh. The guaranteed production in year five is 10,253 kWh.
I propose the following resolution to begin September 1, 2015:
1) .18 kWh fixed
2) Any increased production over their guaranteed amount for each year is free
3) Guaranteed amount of solar production for year five XXXX-XXXX of 10,253 kWh was realized on August 31, 2015; September 2015 production to be free
4) Credit for kWh not produced
5) Billing to switch back to generation billing
6) Refund to be the surplus paid to SunRun from XXXX-XXXX in the amount of $811
7) SunRun's service obligations to continue
8) Yearly savings analysis to be conducted; SunRun contact person to be provided
Even with the proposed resolution above we are woefully short of saving even 20% per their latest TV commercials. For the first four years it is only a 10% savings with the $811 refund included. Our hope is to make up some of the difference between the rate reduction, free production once the guaranteed solar production number is met and reducing our PG&E annual true-up billing in October. We also will continue our offer for SunRun to remove the panels and to restore our home to its previous condition as a viable resolution.
In addition to reading Yelp reviews where other customers have experienced similar situations with SunRun as we have, I also have been in contact with a neighbor who questions SunRun's business ethics. At first they told him his roof wasn't conducive to having panels. They returned in a few weeks stating that they reanalyzed his roof and decided he would benefit from having solar on his roof. This happened about the time they came back to us stating they needed to add more panels to our array. His panels never produced any solar, ours overproduced. It is just very curious as about that time PG&E invested money with SunRun for them to buy more panels. SunRun also submitted a shade report to PG&E regarding our solar array stating it would produce less power than the array would suggest. There never has been any shade on our roof. At first I thought they were mistakes on their part but because of my dealings with them in trying to settle this case more discrepancies have surfaced leaving me with the strong impression that their actions were intentional.
I did try to contact [redacted], the salesperson from SunRun in 2010. He came back to thank us as he was very appreciative as we were his first customers and he was well rewarded by SunRun. He told us to call him if we ever needed him. I left [redacted] a voicemail and a text message last week asking him to contact me. There has not been a response. I do not know if he currently works for SunRun.
Also, the contract states the life expectancy of the panels is 190,283 kWh. By year 18 we will pay them $23,811 at .18 kWh in addition to the $14,709 if they accept our current offer. They also received all the tax benefits and an additional customer a few years ago because of us. They will make plenty of money from our account, yet we will not save as they projected and we cannot pursue an alternative until 2028.
Finally, we believe our offer is more than reasonable. However, I would request that if they reject our offer, if they could explain the numbers and how much they would expect us to save so we could understand the situation better. Otherwise it continues to feel that they are attempting to trick us yet again.
Thank you for your help.
Final Business Response /* (4000, 26, 2015/10/20) */
We do not accept the proposal for production to be at no charge to you once the annual guarantee is met. We cannot stop billing your account, your system is producing energy and you are consuming it. Thank you for being a Sunrun customer.
Final Consumer Response /* (4200, 30, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SunRun has a contract with my neighbor wherein overproduction is free. That is how my neighbor was able to save. I asked [redacted] E for the same accommodation in July when we were offered .25 kWh, she approved. Obviously SunRun can adjust their billing accordingly.
On 10/12/15 [redacted] D emailed an offer from [redacted] E at SunRun for .21kWh fixed for all production, $480 credit. In exchange, SunRun wants us to acknowledge that we may not save anything at all, even with the reduced rate, and that we would hold them harmless from any claim against them prior to signing. There is currently a class action lawsuit requesting damages wherein SunRun would repay all payments made by the affected customers in the lawsuit. They have given us 30 days to accept their terms or continue at .30 kWh which is more expensive than PG&E. I asked them a week ago to do a cost savings analysis for this year so I can make an informed decision. They have declined to provide the same as of this morning. I will take this time they have given me to consider their offer while contacting all necessary persons and entities to make an informed decision. I cannot accomplish this by the November 1 timeline through the Revdex.com. So at this time their offer is not accepted and I request the Revdex.com to keep the case open pending further investigation.

Initial Business Response /* (1000, 5, 2015/02/23) */
We apologize for the inconvenience of this billing error. After working internally with our billing team we were able to get the extra charge reversed. You should see the refund in your account soon. Thank you for your patience and please...

feel free to reach out with any other questions or concerns.

Initial Business Response /* (1000, 5, 2014/08/25) */
Thank you for taking the time to contact Sunrun with your concerns. Sunrun is dedicated to living up to its contractual guarantees and making sure our customers are getting the most out of their solar power service. The Sunrun solar...

system installed at your home was designed to produce approximately 5,471 kwh in year one which covers about 55% of your historical yearly usage. The system was designed to produce this much so that you would still be able to pull some of your yearly usage from Southern California Edison at their very inexpensive tier 1 and tier 2 rates. This will help to maximize your savings. As it states in your agreement, Sunrun will also compensate your through your performance guarantee if the solar system produces less than estimated. If the Solar system exceeds estimated production levels, you will receive that excess energy for free. As a special courtesy we will be sending out our partner to wash the solar panels at your home. They will reach out to you soon to schedule an appointment.
We found that in your first year with solar you saved $561.76. We would like to run an additional savings analysis for you once you have twelve months of Southern California Edison bills in which you are not enrolled in their CARE program. Please reach out to us when you have these bills so we can complete this additional savings analysis. Thank you once again for taking the time to express your concerns to us. Sunrun is always available to answer any questions you may have.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We see by your yearly report that you started in November of 2013 and the solar system wasn't up and running until the end of January, 2014! My husband explained that to you recently. Your figures are incorrect. Although you say you want us to "pull some of our yearly usage from Tier 1 and Tier 2" we have also gone into Tier 3 and 4. Interesting that you said we would be able to pull our usage from Tier 1 and Tier 2 because that is what the sales rep. originally stated. He said we would no long go into those tiers. When we went into different tier levels and inquired of you, you said that no one can make that promise not to go into other levels. The initial sales rep. stated that our house was really "on the line" for size to justify the solar panels but he would make a phone call (which he did while he was here). We had no idea what that meant. He bragged that they'll do it for him because he had "sold so many systems that day". The solar should not have been installed on our home because it is not saving us money. It is making you money. On top of that, you did not put on the size system that our contract says you would. We are short panels. So, if the proper amount of panels were there, it looks like we would benefit from the system. We have e-mailed and called your company for the past year and a half with promise after promise to look into this further with no resolve. We waited all this time to report you in hopes you would want to serve us but it is obvious you do not. Here's a copy of your e-mail to us on 8/19/14 conflicting your reponse to the Revdex.com:
Hi [redacted],
You are correct that the system did not meet the annual expectation this year. Please be assured that you will be refunded for all lost kWh's when your Performance Guarantee kicks in. However, you do not need more panels, as that will cause you to spend more money, rather than save. We want you to be able to take advantage of the low electric rates that SCE offers. If the solar production offsets any more electricity than it was designed to do, you will pay a higher rate for your electricity. You pay $0.22 for the solar production which is cheaper than SCE's tiers 3 & 4 ($0.28 & $0.32), but more expensive than SCE's tiers 1 & 2 ($0.13 & $0.19). Our goal is to remove you from tiers 3 & 4, while still allowing you to pull from tiers 1 & 2.
As mentioned, the next step would be to perform an analysis based on a year's worth of standard SCE rates (not CARE). Please send my way when you have a year's worth of non-CARE statements.
Best,
[redacted]

[redacted] Customer Care Escalation Specialist
Sunrun Inc.
p [redacted]
f [redacted]
Join our community at facebook.com/sunrun
As you can see by their reponse, they've admitted to fault but want us to wait until we have more statements! Haven't we waited long enough! Even though their contract stated we should have 8 more panels, and we all signed it, they want to say now that it would cost us more money. What is the truth? There doesn't seem to be any truth to be found with Sun Run.
Sincerely,
[redacted]
Final Business Response /* (4000, 15, 2014/10/01) */
Thank you for contact us through the Revdex.com with your concerns. Sunrun will continue to work with you to resolve these issues. We appreciate you working with us to get this accomplish.
Final Consumer Response /* (4200, 17, 2014/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sun Run has not resolved the issue although they claim to be "working on it" and appreciate us working with them. After 1 year of calling and calling and e-mailing and e-mailing, of promises to have someone call us back to resolve the issue, and no follow through on their end, we have no trust in this company now. They have asked us now for the third time to send them 1 years worth of billing so they can look into the issue-again! We would like the solar panels removed from our roof and the contract removed without penalty to us. We have been more than patient with them. The issue seems to be unresolvable.

Initial Business Response /* (1000, 5, 2015/01/07) */
Thank you for bringing this issue to our attention. I apologize for any inconvenience this may have caused. Your information has been added to our "do not contact list" and you should no longer receive any more postal advertisements....


Initial Consumer Rebuttal /* (2000, 7, 2015/01/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/05/12) */
Thank you for bringing this contact information issue to our attention. After working internally we were able to update our system and Fed-ex a check made out to the correct name. After checking the Fed-ex tracking it looks like the check...

has been delivered on Monday 5/11/2015. Thank you for your patience while we worked to resolve this issue.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks to the Revdex.com Sunrun has finally responded to me and has sent me the check and apparently has corrected the name on my account.

Initial Business Response /* (1000, 6, 2015/01/30) */
Thank you for reaching out regarding this concern. We appreciate your patience and cooperation. We will continue to monitor the Sunrun solar system at your home and appreciate you sharing your concerns with us.
Initial Consumer...

Rebuttal /* (3000, 8, 2015/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a patronizing response, inconsistent with the communications I am having with the Senior Executives of Sunrun, which they have provided in writing. This response is the VERY HEART of why clients are having trouble with Sunrun: Communications!! One person doesn't know what the other is doing!!
This complaint REMAINS OPEN until May 1, 2015. At that time full reviews of the system performance and financial adjustments to underperformance will be decided. Further, at Sept 4, 2015 a final determination will be made and so will adjustments as needed.
Repeat: This Revdex.com complaint REMAINS OPEN until I have resolved it via the commitments from Sunrun.
Final Business Response /* (4000, 10, 2015/02/17) */
Please rest assured that this case remains open in our system and is a high priority as we continue to work internally towards a resolution.
Final Consumer Response /* (2000, 12, 2015/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from Sunrun, as it KEEPS the CASE OPEN, is a HIGH PRIORITY, and we are working toward a RESOLUTION.

Initial Business Response /* (1000, 5, 2015/06/11) */
Thank you for taking the time to share your concerns with us. After reviewing your file it looks like JCPL will be sending out an engineer to install a recording voltmeter to further investigate the transformer. We are also working...

internally with Roof Diagnostics towards a solution to the voltage and inverter issues.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At this point I am still awaiting a voltSge meter and have not been told of an install date nor are the panels miraculously working therefore we are no closer to resolving this at this point. I hVe been told once brave Meyer is installed it wi take 30 days monitoring before they decide who's equipment is not working properly. So I am requesting this remain open till we conclude. Thank you
Final Business Response /* (4000, 16, 2015/06/29) */
Thank you for your patience. Your account credit was processed on June 23, 2015. It appears the meter was also installed on this day. We apologize for the delay and JCPL will be continuing to record the voltage from the meter for further investigation of the transformer. Rest assured this case remains open until we come a resolution.
Final Consumer Response /* (4200, 18, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
meter was just removed by electric co as of this date we still have no answers and equipment is still broken so I am requesting that this remain open until equipment is either fixed or removed from my property thank you [redacted]

We had a residential solar PV system installed on our home. Sunrun’s offering had competitive pricing and their sales rep ([redacted]) 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!

[redacted],I received a phone call and email from Sunrun yesterday after emailing them - once the complaint was filed.See Below:Dear [redacted], Sunrun has received notification to cancel your Sunrun Customer Agreement, originally dated 1/4/2016. You have agreed to...

terminate your current contract with Sunrun for a photovoltaic system on the property located at: [redacted]. No further payment is owed to Sunrun.Ref. case number: [redacted]Thank you for taking the time to explain how our process went for you as a customer. I am sorry to see you go today, but as discussed I look forward to speaking with you in the future. My contact info is listed below. When you are ready, give me a call and I will ensure all of your concerns are addressed before any action to move your project forward is taken. Thank you,8:08 AM (2 hours ago)-- [redacted] Retention Specialist Sunrun Inc.p: 424.280.7047f: 480.270.5488