BBB Accredited Business since

Sunrun Inc.

Find a Location

Phone: (855) 478-6786 Fax: (415) 358-8008 595 Market St 29th Floor, San Francisco, CA 94105 View Additional Email Addresses http://www.sunrun.com



BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company offers solar power service, solar leases, and power purchase agreements to homeowners.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Sunrun Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Find a Location


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Sunrun Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 173 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

173 complaints closed with BBB in last 3 years | 97 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 17
Billing/Collection Issues 19
Delivery Issues 21
Guarantee/Warranty Issues 9
Problems with Product/Service 107
Total Closed Complaints 173

Customer Reviews Summary Read customer reviews

12 Customer Reviews on Sunrun Inc.
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 10
Total Customer Reviews 12

Additional Information

BBB file opened: April 24, 2009 Business started: 06/01/2007 in CA Business started locally: 06/01/2007 Business incorporated 06/20/2008 in DE
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Contractors State License Board
9821 Business Park Dr, Sacramento CA 95827
http://www.cslb.ca.gov
Phone Number: (800) 321-2752
The number is 969975.

Type of Entity

Corporation

Business Management
Ms. Christa Keizer, Social Media Marketing Manager Ms. Helen Wang, Director of Customer Support
Contact Information
Principal: Mr. Donte Smith, Manager
Number of Employees

1,500

Business Category

Solar Energy Equipment & Systems Dealers

Service Area
Area business serves: Nationally

Customer Review Rating plus BBB Rating Summary

Sunrun Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/28/2016 Problems with Product/Service
9/25/2016 Billing/Collection Issues
9/23/2016 Problems with Product/Service
9/21/2016 Problems with Product/Service | Complaint Details Unavailable
9/21/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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 consumer. Since Global Warming is for real, I wanted to do my part in saving energy. At that point, I asked a few questions. 1. How much will my monthly electric bill be after the solar panels are installed? He replied that it would be half the amount we currently pay. After 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 2 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 told. While in *******, I received the electric bill for the next month. My 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 energy. We called ************ , they also had no clue of what was going on. These 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. Now we are being harassed by the company. Just last week we received a phone call 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. Finally, I am asking you, if you know of anyway I can turn to to take care of this problem, other than spend my hard earned money on a lawyer.

Desired Settlement: Since we have not benefitted from the panels or used them at all, we want them off our roof and do not want to hear from this company ever again!!!!!

Business Response: The customer contacted Sunrun upset that received high utility bill and didn't think system was generating energy. Spoke to customer 8/9/16 and reviewed customers system production. Advised customer how system had been over producing before customer turned system off. Explained to customer that high utility bills may be from increase in usage or rates. Offered to run analysis to show savings customer declined. 

Consumer Response:
Complaint: ********

I am rejecting this response because:

Sincerely,

********* *****

Consumer Response:
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 system. They 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 then. Their answers were demeaning, belittling,  and upsetting to the point that we stopped calling and started writing e-mails. Now, after almost 3 years, a bad review, and us contacting the BBB, they want to run an analysis. Regardless 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:
1. We do not live in the home year round.
2. There are not enough panels for the size of the house.
3. 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 consumer. Knowing that Global Warming is for real, I wanted to do my part in saving energy.


At that point, I asked a few questions. 1. How much will my monthly electric bill  be after the solar panels are  installed? He replied that it would be half the amount we currently pay. After 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 2 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 told. While in *******, I received the electric bill for the next month. My 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 energy. We called ************ , they also had no clue of what was going on. These 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 warranty. Now 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,


*** ******

Business Response: The customer contacted Sunrun stating they would like panels removed. Spoke to customer ********* and reviewed solar agreement and other options. Presented multiple options for customer since panels are unable to be removed. Customer declined other options. Provided contact info for future reference.

Consumer Response:
Complaint: ********

I am rejecting this response because: The alternatives the business provided were unacceptable (such as buying the panels for an unreasonable/inflated price, of which this unit is not worth).  Gave no real reason as to why they would not remove the panels, just that they did not want to do it.  Kept referring back to agreement, which was not explained properly to us from the beginning and was never given to us until we filed a complaint (was like dealing with a used car salesman, a lot of empty promises).  The system should have never been sold to us, as it was never appropriate for the house, even though they claimed otherwise.  They still insist that it is producing energy, but we saw no savings (which we have documented proof of).

Sincerely,

********* *****

9/14/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have inherited Sunrun from the previous owner of the home ****. So in **** when i bought the home i was asked to sign a "Transfer of lease" which i did along with the rest of the home buying documents. However, i was neither briefed about the terms & conditions by a Sunrun customer rep nor given any info. Every month i started paying ***** which is way more than a normal bill with out having a solar system at home. My neighbors pay not more than *** * *** to ***. During winter the *** shoots up but that is a gas bill. So i started calling Sunrun a couple of months ago and requested them to send me the "Transfer of Lease" i signed and also explain me the terms of conditions. Till date i've sent atleast 5 or more emails & spoke with several customer service reps and i've not received the lease agreement. Intact one of the customer service reps named "Joseph" told me Sunrun doesn't GUARANTEE any savings but only produces desired output of solar panels. He intact also told me that i can record his statement of "SUNRUN not guaranteeing any savings" which is opposing to what they claim in their advertising. This is not a fair business practice.

Desired Settlement: First Sunrun need to provide me the Lease agreement i signed with them. Second, Sunrun should either allow to adjust the billing to the market rated. If Sunrun doesn't agree to this, they should atleast allow me terminate their agreement with them.

Business Response:

********* /  ***** ***** **** *********

 

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 .

Consumer Response:


Complaint: ********

I am rejecting this response because:

Thanks to BBB ,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.

 

  1. 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.
  2. 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.
  3. I’ve attached the email conversations I had with *** ***** 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 ****** which is way more than the regular **** 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 BBB 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,

***** *****

 

Business Response: 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. 

Consumer Response:

There was only one email communication after the previous response to BBB and Sunrun keeps telling the same "we have addressed your concern". But the fact is that they never responded to my ask "Sunrun never signed nor acknowledged the lease agreement" nor addressed any concern. This has been asked atleast 30 times via phone, email & BBB and they never responded to this. Let's see if they will ever respond to this ask.

Having said that the Sunrun also never called or briefed me about the terms & conditions associated with the agreement. However now they say they have done it during the lease transfer time. They simply ignored signing the lease agreement and funny to believe they briefed upon the 20yr lease agreement.

 

 


Complaint: ********

I am rejecting this response because:

Sincerely,

***** *****

Business Response: The customer contacted Sunrun to obtain a signed copy of the solar agreement and to request his solar rate to be lowered. Spoke to customer on ********* and reviewed signed transfer form and confirmed with customer form is valid since signed. Also advised customer that his current solar rate is lower than the lowest tier with his current utility. 

Consumer Response:


Complaint: ********

I am rejecting this response because:

** ***** 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 *** * ** with *** like most of my neighbors. I end up paying a flat ****** every month to Sunrun nevertheless. 

Doesn't make any sense for me to pay a flat fee of ***** and on top of it pay to *** 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,

***** *****

Consumer Response:
Complaint: ********

I am rejecting this response because: 

First, wanted to notify that Sunrun was able to send me the contract I requested only after several months and that too after I filed a complaint with BBB. Second, as I repeatedly told, Sunrun never acknowledged the transfer of contract (there was a place in the contract where Sunrun has to sign & acknowldege which is left blank) and even never bothered to brief me the terms & conditions. Had the Sunrun briefed me about the terms & conditions inspite of my repeated requests I never would have obliged to sign the contract. I’ve furnishedthe proofs for this detail in attachments already.
Third, It was the Sunrun representative ** *****, who called & offered me that he will look into my billing & reduce the monthly rate if I consider continuing the contract. I mentioned I’ll look into it & make a decision. Otherwise I was asking to terminate the contract. However he called me again after a few days and only informed the contract was valid & will not reduce the rate. One of the customer representative even mentioned Sunrun doesn’t offer any savings. He said it only offers Solar panels as I included in previous detail. The customer service has been pathetic all the while.
As mentioned in my previous notes, without sunrun my bill wouldn’t be more than *** * ***. I end up paying ****** to sunrun and they wanted to bind me for 20 long years even without briefing me the length of the contract. The previous transfer of contract was signed as part of the home purchase and the Sunrun customer service promised to call me once they receive the contract to brief me about the terms and they failed to do so. 

Sincerely,

***** *****

9/12/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We received a ***** true-up bill. When we called Sunrun to question the amount, they discovered that our panels had not been working properly for about 4 months. At this point, our system was less than a year old. Through MANY phone calls and emails, promises, and discussions with MANY customer service reps, they won't even call us back. They promise, we call and leave messages, and they now refuse to even speak with us. We are asking for SOMETHING towards the cost of the true-up bill. Very reasonable! They still refuse to call us back!!!

Desired Settlement: One half of the true-up bill *******

Business Response: The customer contacted Sunrun to get assistance with half of high true up bill from utility. Spoke to customer ********* and reviewed contract with customer. Explained that when the system is down Sunrun will repair and get system up and running in a timely matter. Reminded customer since system was purchased performance guaranty is not included in purchased systems and customer would be responsible for any cost to utility when system is down. 

Consumer Response:


Complaint: ********

I am rejecting this response because:  we have pursued this issue for months.  We started to question the performance of our solar panels in ******* ** *****  The response time for the entire process has been unprofessional.  The fact that we were passed back and forth from customer service rep to customer service rep was ridiculous.  We had to tell our story EVERY TIME from the beginning when they had ALL of the notes every time and didn't bother to read them.  Contacting the BBB was our last step.   Not fair.  Very frustrated.

We will always recommend any solar company other than Sunrun.  

Sincerely,

***** *** ******* ********

Business Response: The customer was advised per contract that Sunrun will get the system up and running in a timely manner if it was to go down. After being notified Sunrun had the system up and running before the time frame. During that time the customer is responsible for any utility bill for energy used. 

Consumer Response:


Complaint: ********

I am rejecting this response because:

that was not the only issue.  

The other issue we had with Sunrun was their inexcusable and unprofessional manner with which they responded to our problems.  Emails went unanswered. Phone calls were not returned.  Each time we called we had to speak with another customer service rep and begin the process again.  All information should have been recorded in our "file" for reference.  This went on over a period of several months.  

Sincerely,

***** *** ******* ********

9/9/2016 Problems with Product/Service
9/9/2016 Problems with Product/Service
8/23/2016 Problems with Product/Service
8/20/2016 Problems with Product/Service
8/11/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On ********** we had 13 panels installed on the roof of my property located at **** ** ******** *** ******** **. We noticed immediately after the panels were installed our home was having issues supporting the weight of the panels, ie unusual noises such as creeks, squeaking, and shuttering. We also noticed nails popping through our ceiling just below the panels, this new issue happened just after we had a very heavy snow on ******** (pics available) Shortly after this storm I contacted Sunrun about the damage we were experiencing to our home with no reply. I called back on ********* and talked to ******* and she told me her supervisor ***** ****** would be contacting me. Shortly after that **** ****** came to inspect the damage and what he found was surprising. The panels according to *** ****** should of never of been installed and their engineers should of caught that due to the fact our roof has a *** pitch and with ** on center trust the builder should of used *** not the *** used because of snow pack. (are elev. is ****) *** ****** did offer to reinforce my trusses due to their mistake to accommodate the additional weight but we just wanted the panels removed. We have heard nothing sense ***** so I decided to contact Sunrun on ******** to find out the status of the removal and I talked to "****". "****" told he would call me back later that day to give me an update, no call back so I called back on ******** and talked to **** and that's when I found out there is no "****" at their company, this employee gave me a fake name, why I don't know. When I talked to "****" he said their *** ********* branch was handling my file and he was unwilling to give me their contact number and he had no idea when they would be removing the panels if at all. Seriously? My home is being damaged by their incompetence and I have to wait with no explanation? As of right now I have hail damage to my roof and it has been reported to my insurance company (******* ****** claim # *********) These panels will come off permanently either by them or the roofer.

Desired Settlement: Remove the panels and hardware, and repair the damage to the structure caused by the weight of the panels.

Consumer Response:


Complaint: ********

I am rejecting this response because:

Sincerely,

******* ** ****

 

There is still a 1"hole that the wire conduit from the panels went through my roof that has not been repaired.

Business Response: System has been removed from home per customer request. Also followed up with customer regarding system removal and all repairs. 

Consumer Response:
Complaint: ********

I am rejecting this response because:  My inspector did not charge me for the inspection so Sunrun will not be charged but his findings were not surprising.  His findings about leaks from the penetration points were negative but I do have two leaks around vent flashing caused by excessive weight from the panels and the personal that were on my roof.  In addition the repair to the 1" hole was done poorly and is not acceptable and will be repaired by the roofing company not Sunrun,, this repair will be forwarded to my insurance co. to recover the money.  My inspector also found that at every penetration point the shingles were severely damaged from ripping up the brackets to the point of the shingles needing to be replaced, at the least extra sealant should of been applied but was not to prevent future leaks/water damage.  Sunrun has proven that customer service is not their goal but profits are.  They have damaged my home and are not willing or capable of putting it back to it's original condition.  We are glad that we have been able to have their substandard product off our property and I hope this statement will stop future home owners of making the mistake of using this substandard company.

Sincerely,

******* ** ****

8/9/2016 Billing/Collection Issues
8/9/2016 Problems with Product/Service
8/5/2016 Problems with Product/Service
8/4/2016 Problems with Product/Service
7/31/2016 Problems with Product/Service
7/28/2016 Advertising/Sales Issues
7/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 3 months ago we had a large rain storm with heavy thunder. That day one of the strongest thunder hit near by and our power went out, as power came back half of my home was on the other half was not. I have called several time to Sunrun to come out and check the system. after weeks and months of calling them they finally come to check the system and they stated they may have to follow the wires and find the issue. That was 4 weeks ago, I call every week and they keep saying they are going to escalate the call and have someone call me with in the hour. but days go by and no call back or follow up. I will now that they got paid they want nothing to do with me.

Desired Settlement: at this point I would love for them to remove the system but may not be possible, there service from day one has been bad, and were contracted by Costco. all I want is my power back on

Business Response: Thank you for sharing your concerns with us. A Field Service Coordinator tried to reach you on April 13, 2016 and left a voicemail. Please contact the Field Service Coordinator for further questions and concerns.

Consumer Response:
Complaint: ********

I am rejecting this response because: only a message was left on my phone. No solution resolved at this time. Awaiting a return call from Sunrun.

Sincerely,

******* ******

7/21/2016 Problems with Product/Service
7/21/2016 Problems with Product/Service
7/21/2016 Problems with Product/Service
7/21/2016 Delivery Issues
7/21/2016 Problems with Product/Service
7/21/2016 Problems with Product/Service
7/21/2016 Billing/Collection Issues
7/18/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: sunrun solar guaranteed to supply me with 900kw of power for the sum of $135 a month. solar system has under produced since day one. I have been calling them for 2 years and had to wait till after that time to get a response. They said they checked on some other systems in the neighborhood and as far as they can tell they are all under producing, so I am producing along the average in the area and its OK. under production a couple months ago was 60% they said this would be more than enough to cover my electricity charges with ******. This is what I based my descision on and this is what I am paying for. false advertising and lying sales guy and breach of contract !!!!!

Desired Settlement: I want a rate reduction to cover the $100 a month I still have in ****** charges.

Business Response:

********* / ****** ******* Case # ********

 

I have submitted a request for EPG for this customer and scheduled a service visit to inspect his system. This is still pending .

 

Consumer Response:
Complaint* ********

I am rejecting this response because* there is a major discrepancy between ****** 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 years

Sincerely,

****** *******

Business Response: Explained to customer that they have not lost out on any production. Went over contract and explained performance guarantee which covers the customer if the system every was to under perform. Offered other options for the customer to show savings since going solar. 

Consumer Response:


Complaint* ********

I am rejecting this response because*

 

From: ****** ******* [******:***********************]
Sent: Friday, July 15, 2016 12:48 PM
To: **** <*****************>
*******: *** *** **** * *** ******* **** *** ******* *** ********* *** **** *** ******** ******* *********** ********* *********

 

Sunrun never went over the contract with me, only said I had a production guarantee.  

The problem is that I am paying more to ****** and now solar that is not producing. I am spending more on electricity now and the solar company showed me how I was going to save money!!  Not true.  

Have a great day !!


Sincerely,

****** *******

7/14/2016 Problems with Product/Service
7/14/2016 Problems with Product/Service
7/13/2016 Delivery Issues
7/7/2016 Advertising/Sales Issues
7/7/2016 Problems with Product/Service
7/6/2016 Problems with Product/Service
6/14/2016 Problems with Product/Service
6/12/2016 Problems with Product/Service
5/23/2016 Advertising/Sales Issues
5/19/2016 Problems with Product/Service
5/18/2016 Advertising/Sales Issues
5/18/2016 Problems with Product/Service
5/18/2016 Problems with Product/Service
5/11/2016 Problems with Product/Service
5/6/2016 Advertising/Sales Issues
5/6/2016 Problems with Product/Service
4/29/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My solar system is under performing. Solar panel relocation was to have been accomplished by mid January, 2016. No response from customer service. I entered into a solar power lease agreement with Sunrun on 1/28/2013. My system was designed and installed and then the net meter was installed a couple months later on June 7th, 2013. Before Solar, Sunrun's sales personnel determined that my annual power consumption was 13,200 KWH from Hawaiian Electric. Their contract states and I entered into a lease agreement with the understanding that with solar, Hawaiian Electric would only need to provide approximately 695 KWH (5%) of my annual power requirements, while Sunrun's installed system was to provide 12,505 KWH (95%). It has been over 2 years since my system was installed. From June 7, 2013 through June 7, 2015, as stated on my Net Meter, total delivered power from Hawaiian Electric was(13) 24,744 KWH. That breaks down to my received solar power (33) 12,701 KWH (51%) leaving a net positive balance provided by Hawaiian electric (23) of 12,043 KWH (49%) which we have had to pay for. THIS IS TOTALLY UNSATIFACTORY and not even close to what was estimated and I contracted in good faith for above. On July 13, 2015 I contacted Sunrun by email regarding my low solar output issue. After investigating the situation over several months, I was advised by Island Solar that they would relocate 10 of my panels to the front side of my garage. I was contacted by Island Solar on December 28 indicating that work would be performed along with replacing the inverter in the first or second week of January, 2016. THEN ALL COMMUNICATION CEASED. To date that has not happened. I have left many messages with Island Solar and never had a return call. I contacted Sunrun customer service center on Feb 17 and spoke with ******. I received no feedback so I called again and spoke with ***** ***** on March 2. Once again I received no return call or feedback so I called again on March 4th and once again no feedback from SunRun, however I did get a call from Island Solar wanting to come out and check out my system to see why I had low output. So obviously SunRun failed to advise Island Solar that process was long since completed and I needed the relocation performed. Hearing nothing from Island solar despite repeated calls I once again contacted SunRun Customer Service on March 14, and spoke with J*******. I requested that I be contacted by a supervisor or manager. She said they had 48 hours to return my call. I have yet to hear from a manager/supervisor and this work has yet to be scheduled or performed

Desired Settlement: I either want this solar panel relocation work done immediately, with assurance that this fix will solve the problem, or I want all their solar panels removed from my home and the lease terminated as they are in breach of our contract. I have had to pay over $6,000 to Hawaiian Electric in addition to approximately $10,000 to Sunrun under their lease to date. It is costing me far more for having their solar panels than without them.

Business Response: Thank you for sharing your concerns with us. A Customer Care Specialist has been in touch with you to address these issues as we are in discussion with Islandwide to come to a resolution. Please continue to discuss with the Customer Care Specialist for further concerns regarding this matter.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******1, and find that this resolution is satisfactory to me.

Sincerely,

Albert Ingalls

4/27/2016 Billing/Collection Issues
4/21/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Did not deliver the promised sign up bonus. I purchased a solar system with Sunrun last summer. I was to receive a $700 sign up bonus after payment. System was paid for in August 2015 for $11,000. A few months later I received a gift card for $250. Since then I have made multiple calls and emails regarding the remaining $450. On December 7, 2015 I received an email stating they had solved the mix up and the $450 would be sent soon. After two months I still had not received payment. I have emailed and phoned again but keep getting told they will look into it and call back the next day. They don't call back and I have to call them again and again. I would like them to send the remaining money they owe me.

Desired Settlement: Send the $450 they owe me.

Business Response: Thank you for sharing your concerns with us. A Customer Care Specialist is working with our Promotions team regarding the appeasement and will contact you with a resolution.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Because it is the same response I've received every few months for the past 5 months. This is not considered resolved in my opinion until I've received the money owed.

***** ****

Business Response: Thank you for your feedback - The promotions team ordered the appeasement on March 17th, 2016 to be sent to you.

Consumer Response:
Complaint: ********

I am rejecting this response because: $350 of the $450 was sent but $100 still owed.  

Sincerely,

***** ****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.


My complaint with Sunrun is resolved.   The money owed has been delivered.   I tried to update the complaint through your complaint management system but couldn't find a way to flag it as resolved.


Sincerely,

***** ****

4/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We had sunrun do our solar, they had to do underground to do a main panel upgrade, which entailed chopping up our driveway and side yard slab, We had sunrun do our solar, they had to do underground to do a main panel upgrade, which entailed chopping up our driveway and side yard slab,They also damaged our neighbors landscape. It has now been 2 1/2 months and still our driveway has a huge hole in it our side yard has an open ditch wich we have tripped in numerous times. I have called daily to their 1800 numbers with some one will call you back but yet i get nothing no calls only threatening calls fro a *** ********** Threatening me that he is not scared of me and asking what my problem is. I have now escalated this with the local authorities. yet my drive way remains unfinished. This is a horrible company ADDITIONAL DETAILS: Case is being handled by another organization: CSLB

Desired Settlement: Finish the job you started, or come remove your panels from my home and i will have some one else finish the job at the cost of sunrun.

Business Response: Thank you for sharing your concerns with us. Please continue to speak with the Customer Care Manager in contact to come to a resolution regarding the service work which is now in the process of being scheduled.

4/12/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Sunrun has continuously pushed the project forward without my consent. I sent emails and made phone calls to cancel numerous times. Sometime in November - a Sunrun sell rep contacted me regarding their services. I have since been on numerous calls and sent emails to their company. I had email the company regarding some warranty questions and loan rates - to no avail. No one ever got back to me. Then I get an email that the "project" was moved forward and they had a permit to start the work - without my approval. I called the company on Jan 4th and asked them to cancel the project immediately. I received an email titled ( Sunrun Project Planner, cancellation confirmation). Today I received an email from NJ Cleanenergy "confirming" my installation and stating that they have received all the documentation that I have provided. I never contacted anyone. I called the company and they informed me that SunRun has filed a new project under my name with there organizations. I also contacted Union Building Department - they informed me that SunRun has an approved permit. I have also asked them to place a "block" on this permit. I will be sending them a written letter today. At this point, I would like SunRun to stop filing - misleading - and pushing me to install solar panels that I have ask them to cancel numerous times. The company continues to open/ file for permits and subcontractors.

Desired Settlement: I would like sun run to STOP filing for building permits and subcontractors under my name or residence. I did not wish to do any business with their company.

Consumer Response: *****,

I received a phone call and email from Sunrun yesterday after emailing them - once the complaint was filed.

See Below:

Dear ******* ********,

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: **** ****** **. No further payment is owed to Sunrun.

Ref. case number: ********
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)


--
****** ******** Retention Specialist
Sunrun Inc.

p: 424.280.7047
f: 480.270.5488

Business Response: Thank you for sharing your concerns with us. The Customer Retention team has been made aware of your wish to cancel. Please contact the Retention Specialist in contact for further questions or concerns.

4/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The company has refused to repair our damaged roof that was caused by their installers, they did not file the required rebate paperwork with ****. The salesman assured us when we signed up that SunRun was the solar company to go with, as they had such a high rate of customer satisfaction and were customer oriented. He also told us that we would receive a rebate in the amount of $500, also a perk of going with this company because the other solar companies were not remitting the rebates to customers, but keeping them for themselves. Our first site visit was in August of 2014. Our solar did not go live until February of 2016. When the installation crew installed the panels they damaged over 50 roof tiles. Some of them were replaced, but there are still 20 that are damaged. We called and emailed customer service on multiple occasions, all of which were answered with assurances that the damage would be fixed. This has yet to happen, and the project manager has completely ended communication. I sent an email to the salesman and the operations manager today, only to find out they are no longer employed with SunRun. If I could get out of my contract with them and sign up with another company I would. The salesman also said that we were not completely locked in, and if we could not come to a resolution with regard to any complaints that we had, he would ensure that we were released. This is also not happening. We are thoroughly disappointed with how we've been treated, how we're now being ignored, and the damage to our brand new home's roof that is less than a year old but we will be required to come out of pocket to repair. I would be happy to contact the media and show them the damage to our roof and inform them of the poor quality of service we have received.

Desired Settlement: We would like our roof tiles repaired as promised, and we would like SunRun to keep their promise of our $500 rebate.

Business Response: Thank you for sharing your concerns with us. It was reported by one of our branch representatives that the roof has been fixed and the rebate issue addressed. Please work with the Sunrun representative in contact if there are any further concerns.

4/9/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband, **** ********, and I purchased a Sunrun solar home system. The system was installed but for 2 months has not been operational. After the system was in Sunrun did nothing to get it operational. We had to get Xcel out to do its work and then follow up repeatedly with Sunrun about getting the system operational. We called our project manager repeatedly and never heard back. We were told someone was coming out to turn the system on and it never happened. The responsiveness of Sunrun is horrible. We purchased an operational system and once Sunrun was paid they did nothing to get our system working.

Desired Settlement: We want our system operational immediately and a check from Sunrun for our lost energy savings for their failure to get our system operational. I estimate these lost energy credits to be $200 and they will continue to go up. I want a check from Sunrun for this amount. If my system isn't operational immediately I want the system removed, money refunded, roof repaired and damages paid. We will go have another company that is responsive install a solar system.

Business Response: Thank you for sharing your concerns with us. The system is now operational. A Customer Care Specialist will be in contact with you to follow up on these issues.

Consumer Response: (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.

Business Response: A Customer Care Specialist has contacted you to make sure the system is fully operational and to address the damages. Please continue to communicate with the Customer Care Specialist in contact.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
The system appears to be operational. No one from Sunrun has ever contacted us regarding our loss of use damages on this or to confirm that the system is properly functioning. This matter is NOT resolved.

Consumer Response: These guys are unbelievable. Not only have they never gotten in touch with me but they also just sent me a bill for the work to get the system running even though we paid in full already and we are on a pre-paid lease. They should be investigated and shut down as a consumer hazard. I want their General Counsel to contact my law office if they want to avoid being sued. My number is ************. No one has ever talked to me about this complaint.

Business Response: Thank you for your feedback. Please contact the Customer Care Specialist in touch with you - The system has been operational as of February 17, 2016. For any lost energy production, you are protected by the performance guarantee.

4/4/2016 Problems with Product/Service
3/22/2016 Problems with Product/Service
3/22/2016 Billing/Collection Issues
3/16/2016 Delivery Issues
3/11/2016 Problems with Product/Service
3/3/2016 Problems with Product/Service
3/3/2016 Billing/Collection Issues
3/3/2016 Problems with Product/Service
3/1/2016 Problems with Product/Service
2/24/2016 Advertising/Sales Issues
2/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sunrun has not submitted UCC filings forms to the local county recorder's office. These missing forms have made refinancing my house impossible. They claim the UCC was filed on the 26th. This is not a date, it is a number. Sunrun has bounced our inquiry from costumer care department to filing department and then back again several times. I have received emails stating they did not file it and then other emails saying I have to find it. (These emails show how dishonest they buisness practices have been in this situation.)I have spent $15.00 to search the California's public forms with no luck and hours searching the San Diego's public records form. There is nothing with my property address and Sunrun or Sunrun.inc. They can not even get there story straight to tell me where they filed the forms. I am feed up with lies and need help and compensation for my time and failed searches. In addition this company has cost me additional closing costs and failed searches. My leaders have tried to get information and they have been given the same run around. We will not be able to refinance or sell our house for 20 years if these forms are not filed properly.

Desired Settlement: I want the UCC filing numbers, compensation for my time, and new occurring closing cost when I can complete refinancing my house.

Business Response: Initial Business Response /* (1000, 10, 2016/01/29) */ Thank you for taking the time to share your concerns with us. A UCC was filed on the title of the home on November 26, 2015. A Customer Care Specialist will follow up with you regarding your concerns about the UCC filing.

2/11/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: they broke 84 roofing tiles and cause my roof to leak sunrun installed 31 solar panels on my roof they broke 84 roof tile and tried to replace them with the wrong color and wrong size tiles 3 weeks later it rain my house leak in the bedroom kitchen hallway .I called them 14 times they sent a roofing contractor out 3 months after my calls.the roofing contractor explain to me that they no longer make that tile . he explain that they never should of done the job because of the tile on my house .today sunrun told me there not going to fix anything they damage. they broke the rain gutter and I now black mold in my house my wife and I had to sleep down stair on the couch for 3 weeks now.

Desired Settlement: I just want my house back the way it was before they install solar panels.

Business Response: Initial Business Response /* (1000, 5, 2016/01/26) */ Thank you for sharing your concerns with us. A Customer Care Specialist will be in contact with you regarding your roof concerns.

2/2/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Getting collection calls for a bill that has accrued do to the company not updating their system with the correct info. I wish I could rate this 0 stars because that's what should be reflects. Do not go with this company if you're interested in solar. We had a sales guy by the name of **** and after the contracts were signed, this guy became MIA. At some point in time, I had to reach out and threaten to revoke the contract because I hadn't heard from anyone over a month. In Aug 2014 we signed the contract. Our solar panels were flipped on almost a year later. It sounds astonishing right? There was always a big disconnect between Sun run and Solcius (Solar installers) and I had to continuously follow up with both companies because they didn't communicate effectively with each other or me. They installed the wrong boxes, didn't perform inspections correctly, etc. Now Sun run sent me a first bill for $800.00. Apparently that was for several months. They were sending the information to the wrong people and they had someone else's phone number on the account. The company is threatening to send us to collections and have our credit reported badly yet they were at fault with this. We are trying to pay off the bill but a huge amount of money like that will take us months.

Desired Settlement: Add overall amount of past due bills to a monthly bill until caught up.

Business Response: Initial Business Response /* (1000, 5, 2016/01/15) */ Thank you for sharing your concerns with us. A Customer Care Specialist will reach out to you to address your concerns with Billing and Collections.

2/1/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A Sunrun salesman, ****** ********** knocked on our door and told us we qualified for a solar system that offset our electric bill by 98%. Sunrun salesman, ****** ********** knocked on the door to our home. He originally pitched us a solar plan that would eliminate approximately 65% of our current electrical bill. My husband and I told ****** ********** we were NOT interested in a solar plan that only eliminated 65% of our current electrical bill. ****** ********** told us verbally and had me sign paperwork electronically that promised us a 41 panel solar system that would eliminate 98% of our current electrical bill, but we had to incur the cost of trimming trees in our front yard. Two other Sunrun employees visited our home and checked out our electrical panel (said the panel looked fine) and those Sunrun employees also inspected our attic and went on the roof of our home and took measurements. They told us that everything looked good both inside our home and outside. We then again spoke with salesman ****** **********. He confirmed all we needed to do was have the trees trimmed. We spent the money $800 plus dollars to have a tree company trim the trees in our front yard. Again two Sunrun employees visited our home( and again went on our roof and completed a 2nd site inspection. Then we received an email from ******** Life(****** **********'s supervisor?) and the same email was CC'd to ****** **********. The email stated that due to unexpected shading issues (from my neighbor's trees!) Sunrun could only offer us a 31 panel solar system which would only eliminate 66% of our electric bill! This is basically the same plan that ****** ********** originally pitched to us and we had made clear we were not interested in! We sent a reply to ******** Life at Sunrun. We did not receive a response. We want Sunrun to reimburse us the $800 plus dollars that we obviously did not need to spend(there was tip money paid to tree company workers that was not included in the price quoted). WE are not attorneys but Sunrun's business practice in this instance appears to be fraud! Why would a company salesman promise us that we would qualify for a full 41 panel solar system that would eliminate 98% of our current electrical bill as long we spent money to have our trees cut, then turn around and tell us that we only qualified for a smaller solar system? That seems like fraud to me! Sunrun had at least 2 additional chances when they conducted both site inspections of our home to inform us that the shading of our neighbor's trees could be a problem and that did NOT happen! Also salesman ****** ********** NEVER mentioned ANY possibility of our neighbor's trees being an issue! We want the 41 panel system installed on our roof that we were promised in good faith as long as we incurred the cost of tree trimming! Or we want to be fully reimbursed for the cost of tree trimming which was obviously not needed!

Desired Settlement: Reimbursement for tree trimming in the front of our home! Or for Sunrun to install the full solar system of 41 panels that was outlined in writing in the contract that we signed!!

Business Response: Initial Business Response /* (1000, 5, 2015/12/22) */ Thank you for taking the time to share your concerns with us. A Specialist has been in contact with you regarding the tree trimming costs. We have agreed to reimburse you for this work. You will be receiving a check for the invoice amount shortly. Should you have any other questions or concerns, please reach out to the Specialist in contact with you. Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have received an email stating that Sunrun will reimburse us for the unnecessary tree trimming costs. However, we have not received a reply to our last email asking: 1) What is the exact amount we are being reimbursed. 2) When can we expect a check from Sunrun. So until we get answers to these two questions, the matter is not resolved. Final Business Response /* (4000, 9, 2016/01/19) */ Thank you for your response - a Customer Care Specialist has been in contact with you to address the reimbursement amount and timeline. Please contact the Specialist for further questions and concerns.

1/28/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Unable to reach program manager for solar system. On Saturday, December 19, 2015 at 2:00 p.m., I was contacted by neighbor, Mr. ****, he lives next store at *****************. Mr. **** stated that I had some roof tiles missing off my house. He was concerned because of the rainstorm was forecasted for our area. So I got my ladder out of my garage and went up on the roof and sure enough, there were eight tiles missing off the roof. I immediately contacted Mrs. ***** my project manager and Mr. ******* installation supervisor about the problem. I never received a call back from either one. I also contacted Sunrun emergency number and spoke with a person named ******* (unknown last name) who appeared to be unconcerned about my missing roof tile and just unhelpful. So I asked to speak with her supervisor ********* (unknown last name). ********* told me that someone from Sunrun dispatch center would be contacting me immediately. I was never contacted back by Sunrun dispatch. I called multiple times with no answer. It started rain hard Saturday night into Sunday morning. I went into my attic to check for leaks and I did have two small leaks but no damage. Thank God. Because Sunrun never contacted me back, I began calling around to roof supply companies on Sunday, December 20, 2015, all of which were closed. On Monday December 21, 2015, at 9:00 a.m., I started calling roof supply companies again and found one called RWC Building Products on Jamacha Rd in Spring Valley, CA. I drove over to the business as I pulled into the park lot I decided to call Sunrun one more time. Mrs. ***** never picked but Mr. ******* did. Mr. ******* stated that he would have an employee come over to take care of problem sometime that day. Mr. ******* stated that no one needed to be at the residence. I told him, ok and hung up the phone. Even though no one needed to be there, my mother-in-law was at the residence and I told her to contact me as soon as the worker arrived. On December 20, 2015, at 4:58 p.m., I left work heading home. The Sunrun solar employee had not arrived at my home to fix the roof. I contacted Mr. ******* back about the roof. Mr. ******* stated he would find out and call me back. By this time, it was dark outside with no light to illuminate the roof area. Before Mr. ******* called me back, my mother-in-law called and stated that the Sunrun employee was there and wanted to know which tiles were missing. I told her that I was on my way and would be there in 5 minutes. I arrived at my residence at 5:06 p.m., well after dark. At that time, an employee named ******* ******** was putting his ladder on the house. Mr. ******* was not with Mr. ******** and Mr. ******** was by himself. Mr. ******** stated that this was not his assigned site but he was helping someone else out. I knew that Mr. ******** could not see the roof and needed help replacing the missing tiles. So I got my ladder and got on the roof to hold the flashlight. This was clearly a job for two people and Mr. ******* installation supervisor needed to be present. It appears Mr. ******* continuously drops the ball. Mr. ******** was very knowledgeable about Sunrun and did everything in his power to make sure I was happy with his work. Mr. ******** would make a better supervisor than Mr. *******. Mr. ******** followed up the next day to make sure I was happy. I have yet to hear from Mr. ******* or Mrs. *****. I was told via email that the next step in the process is the site inspection, I still do not know if Sunrun or I initiate it. I contacted ***** again and still no response. She one of the worst program managers I have every dealt with. I mistakenly gave my neighbors (**** ******) information to Sunrun for business but I will soon rectify that. After spending $22,000 USD I am very unhappy with Sunrun but I will say that I wish ******** **** or ******* ******** were my program manager or site supervisor. If you have any question please contact me at XXX-XXX-XXXX.

Desired Settlement: I want to know what I need to do next to get my solar turned on.

Business Response: Initial Business Response /* (1000, 5, 2016/01/11) */ Thank you for taking the time to share your concerns with us. A Customer Care Specialist is looking into the next steps for turning your system on and will follow up with you. Should you have any further questions or concerns, please reach out to the Customer Care Specialist in contact.

1/28/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our solar system has been not functioning since 10/4/15. ttl 3 MONTHS. Numerous attempts to correct this problem have resulted in empty promises. see above

Desired Settlement: fix it

Business Response: Initial Business Response /* (1000, 5, 2016/01/11) */ Thank you for your response. A Customer Care Specialist has reached out to you and will follow up once the inverter replacement arrives. Should you have any further questions or concerns please reach out to the Specialist in contact.

1/25/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: The scope of the work is for SunRun to install a 8.32KW. The system electrical output does not meet a minimum of 85% of the 8.32 per contract. I entered into a contract with SunRun to purchase an 8.32KW on 04/06/2015 for $25,250. SunRun installed scratched panels and one of the optimizer did not work for the start. I kept asking them to rectify the issues but they kept denying an issue exists. As a good faith juster, I paid 50% of the system with the hope to get the system working at most efficient manner. I used the SOlarEdge inverter website to monitor the productivity of the system after it was installed 05/11/2015. After I provided SunRun with the proof that one of the optimizers never worked and pictures of the scratched panels, they finally replaced all panels and damaged optimizer. However, this did not fix the problem of not meeting CEC-AC rating of 7.072 per section 18.2 of contract. The max KW reached by the system during peak exposure is 6.60 KW. I paid an extra to have optimizer installed to increase productivity. That did not happened. I keep requesting from SunRun to honor their agreement and find a reason(s) the system is not producing the minimum 7.072KW. All I get is the system "PRODUCING AS PREDICTED" when I inquire about the prediction numbers, none is offered from SunRun. Today, 12/08/2015 SunRun deactivated the system so no power is being generated. They kept the 50% of my money and refuse to refund the balance of what I paid less power generated. I want to get a renewable energy installed and I hope you can help. I suggested as a compromise that an addendum to the original contract of reducing the cost of the system by $4,500 but they declined. ADDITIONAL DETAILS: Case is being handled by another organization: Contractors State License Board

Desired Settlement: I'm seeking to either bring the system to be in compliance with section 18.2 of the contract or reduce the cost of the system by $4,500.

Business Response: Initial Business Response /* (1000, 5, 2015/12/22) */ Thank you for taking the time to share your concerns with us. A Legal Specialist has been in contact with you regarding the system performance. The solar facility has produced 69 kWhs over our estimate. The system has been inspected and it has been confirmed it's in good working order. Should 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 facts. The system is not producing as designed. SunRun is using the production data during summer time which is peak production. Once you take the winter production data into account the system is failing to produce as designed. I offered SunRun a compromise to reduce the cost of the system to compensate for the lack of production. They instead opted to spend that money by referring my account to A.R.M collection agency. Instead of paying collection agency, they should have reduced the price by that amount. They opted for the hard way to deal with the situation. Final Business Response /* (4000, 9, 2016/01/11) */ Thank you for your feedback. A Legal Specialist sent you a letter addressing your concerns - your system produced over 100% of the expected amount. Please get in touch with the Legal Specialist in contact with you.

1/22/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Sunrun will not fix my solar problem.They did not put on the correct amount of panels on my roof so to achieve the energy output that's in my contract I year ago July 2014 Verango Solar installed solar panels on my house, they stated that it would and they promised that they would produce over 8250 KW of power, it does not ,it only produced 7000 KW of power. When I contacted Verango they referred me to Sunrun Solar, they would not do anything to fix the problem and just stated that they would either write me a check for the shortage of energy or they could sell me another complete system. I fell that this is there practice to provide a system that is to small so they can make another sell so to get the energy they 1st promised. That should be illegal!!!. Sunrun sent out a 3rd party to my house on Friday the 20th of November. The technician that came out stated the system on my home will never produce the energy that what was promised and that more panels needs to be placed on the roof so to fix the issue. The tech then stated that it would be very easy to fix the problem but Sunrun refuses to fix the issue so to have a happy customer.

Desired Settlement: To have Sunrun place more panels on my roof for free so to get the energy output that they promised and what is on the contract. If this cannot be done my next step will be to go to news channels and report this scam.

Business Response: Initial Business Response /* (1000, 5, 2015/12/10) */ Thank you for taking the time to share your feedback with us. A Specialist has reached out to discuss your concerns regarding the systems production. At this time, we are working with the necessary parties to investigate the matter. In the meantime, should you have any other questions or concerns, please reach out to the Specialist in contact with you. Initial Consumer Rebuttal /* (3000, 7, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sunrun and also Verango solar have always said that they would do something but I have yet to see anything done. I just spoke with a representative named ***** **** with Sunrun and she said that they were going to investigate on how much under the system is producing and that they wanted to give me a check for the total energy that would not be produced over the next 20 years. Let,s see what happens. Final Business Response /* (4000, 15, 2016/01/14) */ Thank you for your feedback. A Customer Care Specialist is currently working with you to provide a resolution. Please continue to communicate with the Specialist regarding your system issues. Final Consumer Response /* (4200, 17, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just like always I here a solution, but like always nothing is being done. A Sunrun rep named ***** ******* called me and told me that they are not going to take there own solar techs advice on swapping out the panels with larger panels, instead they are thinking about adding 2 or more panels to the panels already up, I have yet seen anything done. Just like always it seems to be a lot of talk and NO action.

1/22/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Company will not provide service to fix solar array, or communicate with customer This past fall, we installed an 11.6 KW solar array on my house. Since this time, almost every morning the GFI light is blinking, and occasionally an error code of E011 will appear on the display with an amber light. SunRun is supposed to be monitoring our solar array and is to inform us of issues. After two months of waiting for SunRun to discover the issue, I began to call the service number. December 28, 2015 I called to inform SunRun of the problem. The person on the phone said their system did see the error and that someone would be calling me back to schedule a service appointment. Nobody ever called us back and since then we have called for service numerous times and have always been told to be patient and wait because someone will be calling us back. We have never received a phone call or an email acknowledging our issue. The only communication we receive from SunRun is to indicate our monthly payment of $139.00 is due. I am writing this complaint to the BBB because I have few resources left besides litigation.

Desired Settlement: I am simply requesting SunRun to acknowledge the issue and to send a repair person to fix the solar array as is stated in our contract.

Business Response: Initial Business Response /* (1000, 5, 2016/01/11) */ Thank you for sharing your concerns with us. A service dispatch has been scheduled for January 13, 2016 to fix your system issue. A Customer Care Specialist will follow up with you regarding this service and address further questions or concerns. Initial Consumer Rebuttal /* (2000, 7, 2016/01/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Dear BBB - Even though I may indicate my acceptance of the response from the business, I do so against my better judgment. As indicated in their response to my complaint, they did send a service person to inspect my solar array only to find no problems. And they did follow up with a less than adequate survey which only addressed the quality of the service person and not the quality of the business nor my overall level of satisfaction with their services. As part of my contract with Sunrun, performance monitoring of my solar array is to be performed. The service person could not answer my questions as to why Sunrun's monitoring does not see the error codes that will periodically show up on the display panel. I was told to take a picture of the error as proof. Why should I make the effort to collect such evidence if they are monitoring my array? I challenge Sunrun to provide the monitoring records to me. Prove to me that you are actually monitoring my array for any purpose other than billing. It is only because Sunrun met the minimum requirements as stated in their response to this complaint that I will accept their response. I would rather not. If I had it all to do over again, I would more than likely go with another provider of service. Question: How did Sunrun get it's name? Answer: 'Cause Son once they have your money, they Run... Thank You Unhappy Customer

1/22/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Due to failed inverter, system is not generating electricity. Due to failed inverter, system has not been generating electricity for 3 months. I have been paying $95 per month and it has not been generating any electricity. I have contacted the company on 3 separate occasions and have been promised a call back to create a service call, but they never call me back.

Desired Settlement: I want the system to generate electricity.

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ Thank you for taking the time to share your concerns with us. A Customer Care Specialist has been in touch with you regarding the inverter replacement and is working on coming to a resolution. Should you have any other questions or concerns, please continue to discuss the situation with the Customer Care Specialist in contact. Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not been able to contact the Customer Care Specialist from Sun Run. Several calls have been placed and no response to these calls. Unless they can locate an inverter and install same the issue will not be resolved. Final Business Response /* (4000, 9, 2016/01/11) */ Thank you for your feedback. A Customer Care Specialist has been in touch with you and provided a resolution to replace the inverter and address the lack of production. If you have any further questions or concerns, please reach out to the Customer Care Specialist in contact. Final Consumer Response /* (4200, 13, 2016/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was informed I would receive a credit on my bills from Sun Run. I have not received a credit to date. Until I receive this credit the issue has not been resolved.

1/19/2016 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: TO SALE MY HOUSE I NEED TO AMEND THE LEASE CONTRACT IT IS NOT BENIFICIAL OR A SAVINGS AS PROMISED WHEN PURCHASED DEC 2015 SIGNED THE SOLAR LEASE IN AUG 2012 IN WHICH THE PAYMENT HAS INCREASED 2.9% EVERY YEAR. I WAS TOLD IT WOULD ONLY INCREASE 1% A YEAR. THERE IS A LIEN ON TITLE. THE CONTRACT SAYS IT WOULD NOT LIEN MY HOME. I CANT SALE MY HOME WITHOUT A CONSIDERABLE DISCOUNT BECUAE THE SYSTME IS NOT COST EFFICIENT AT THE CURRENT TERMS. I WAS TOLD I WOULD SAVE 20% OR MORE BY SIGNING THIS LEASE. MY INCOME IS FIX3D AND I CA NO LONGER AFFORD THE SYSTEM EVEN IF I DIDNT SALE THE HOME

Desired Settlement: TO SALE THE HOME I NEED A FIXED RATE PAYMENT AND TERM ON THE LEASE MUST HAVE A RATE LOWER THAN EDISON. MY CHARE IS .27 CENTS A KILOWATT WHILE EDISON RATES ARE LESS THAN .19 CENTS ON THE SECOND TIER SO NOBODY WILL SIGN THE LEASE BECAUSE MY PAYMENT KEEPS GOING UP AND IS NO LONGER COMPETITIVE WITH EDISONS RATES. THERE IS NO SAVINGS IT IS ACTUALLY COSTING ME MORE TO HAVE SOLAR WHICH IS NOT WHAT THEY ADVERTISE.

Business Response: 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.

1/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: ******** **** ,subcontractor for SunRun Solar, broke 60 roof tiles during the solar installation. Refuse to pay for repairs performed. Signed solar installation on home with SunRun on 10/19/2011. Subcontractor,**** ********, placed solar panels on roof. We had "forever" cement tiles on the roof, home just 9 years old. Upon trying to sell the home in ************, the Home Inspector noted multiple broken tiles on the roof, suggested a roof contractor inspect the damage. JHE roofing did a complete inspection and noted 60 --SIXTY- broke tiles. He said there was a pathway from the front of the house, straight to the solar panels, showing clear damage by the solar installers. Because we could not open the sale of the home/ escrow with broken tiles, they had to be repaired immediately, for our cost of $1,800.00 . Because ************ now has their own solar company, both sides refuse to pay for the damage, clearly done by the installers (no one else has ever been on our roof!). Can you help us out with this ???? THANKS

Desired Settlement: Repay for our repair costs of $1,800.00

Business Response: Initial Business Response /* (1000, 10, 2015/11/13) */ Thank you for taking the time to share your concerns with us. Our Customer Care Manager has reached out to you to address your concerns regarding the roof shingles. After investigating, it was found that the damage was not solar related. Had these shingles been broken after installation it would not have passed ***** inspection. Unfortunately, we are unable to cover these costs. Initial Consumer Rebuttal /* (3000, 12, 2015/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) How do 60 (SIXTY) "forever" cement tiles on a 9 year old roof, in a single file straight to the solar panels, suddenly break/fracture ??? This is a travesty, SunRun Solar should be ashamed !!!! (Remember, the subcontractor, Dean Peterson, is now a competitor for the solar panel contracts ! Final Business Response /* (4000, 14, 2015/12/04) */ Thank you for your response. Our Customer Care Manager has reached back out to discuss the matter with you. Given the time past since the install and the damage repaired already, Sunrun does not offer reimbursement. However we have asked the installer Petersen Dean to review their records again and reach out to you and clarify the situation. Final Consumer Response /* (3000, 17, 2015/12/14) */ Still working with the company for an acceptable resolution to this problem; please keep this case " open", thanks again for your kind assistance !

1/14/2016 Problems with Product/Service
1/8/2016 Problems with Product/Service
1/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Entered into contract via American Electric to install PV system. System is under engineered and contractor will not honor agreement. I entered into a contract with American Electric/Sunrun to purchase a solar photo voltaic (PV) system. I agreed to lease a system for 20 years, (basically selling me electricity for 20 years). This system was supposed to be installed on June 12, 2015 and sis not finally get installed until October 3, 2015. American Electric agreed to pay my electric bill until my PV system was installed, but paid only June/July, but still owe me August/September. Also caused me additional personal expenses ($275) by forcing me to comply with their time constraints. My system is under engineered based on my electrical consumption. Sunrun is using low end/cheaper inverters to force homeowners to pay for more panels. For my system they are using Hyundai panels with 215 watt inverters. These panels can use inverters up to 280 watts, which would increase output using less panels, however by increasing panels, the company increases profit. My system is currently engineered to produce approximately 23kw/day, however my peak consumption months I utilize over 30kw/day. My off peak consumption is about 18kw/day, only 5kw under the daily production. By changing the inverters to 255 Watt inverters, my estimate puts my system at about 26.5kw/day, which would offset the peak months, which are about 4.5 months per year in Hawaii.

Desired Settlement: Make your sub-contractor honor their financial agreement of paying the remaining two months electric bill. Replace 215 watt inverters with 255 watt inverters to ensure my off-peak months will produce enough power to offset the peak use/production months.

Business Response: Initial Business Response /* (1000, 5, 2015/11/03) */ Thank you for taking the time to share you concerns with us. A Specialist has been in contact with you regarding the system design and reimbursement from the utility company. We've reached out to American Electric and asked that they expedite their services and work toward resolution. Should any other issues arise, please reach out to the Sunrun Specialist in contact with you or contact American Electric directly. Thank you for your patience. Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will continue to work with your representative, however since my contract and agreement are between you and I, however since American Electric is your sub-contractor, I will continue to hold you responsible. To date, neither of the parties you mention have contacted me... Why must I initiate all correspondence? Final Consumer Response /* (3000, 19, 2015/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am working with Sunrun representative "*****" and she has managed to address and resolve the financial issue of the electric bill, however she is still working on the botched engineering of the system. Progress is slow, due to the stubbornness of the sub-contractor. Final Business Response /* (4000, 21, 2015/12/21) */ Thank you for taking the time to share your concerns with us. A Specialist has been in contact with you to continue working on an agreeable solution. We will ensure the reimbursement promises made by the installer, American Electric, are honored. We've asked that they contact you directly to address your concerns regarding the system design. Your Sunrun Specialist will be available for any other questions or concerns you may have. Complaint Response Date bumped because: Holiday

1/4/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Customer services is terrible, Lack of communication, just play the blaming game regarding delay of services or lack of. I get my system installed on Oct 20, and it was paid in full prior to the installation. After it install, we didn't heard from Sun-Run regarding the approval from the city or when it going to turn on. After I reach out a few time, finally the city inspection scheduled on 10/30. and now, it has been a month, my system still not turned on yet, the only way you can find out anything is the 1800 number, and then half time they don't have the answer for you, and they don't feel comfortable to give out they full name to you when you ask them to verify anything. On 11/30, the customer services finally get back to me regarding the next step, but then he informed me that the system is not turned on because I have not doc signed the NEM agreement that was email to me 2 weeks ago. First, I have never receive the email regarding the NEM agreement, and 2nd If I haven't signed it, why didn't the project manager reach out to me and ask me to sign it. All I am seeing is they trying to play the blame game. Now since they got my money, and they don't care about whether I am going to get my solar services or not.

Desired Settlement: I would like my service to be turned on, and so my house can be operate on sun power, and explain to me regarding the solar Edge monitoring system, and why the Peak Power there is not match my system size.

Business Response: Initial Business Response /* (1000, 8, 2015/12/16) */ Thank you for taking the time to share your concerns with us. A Specialist has reached out to discuss your concerns regarding the system functionality and Solar Edge monitoring. We're happy we were able to come to a favorable solution. Should you have any other questions or concerns, please reach out to the Specialist in contact with you. Initial Consumer Rebuttal /* (3000, 10, 2015/12/16) */ Someone from SunRun just contacted me at 9:47 AM PST, and they suppose to call me back this afternoon regarding schedule some one to come over to walk us over the system. I will keep you posted. Thanks, *** Final Business Response /* (4000, 12, 2015/12/21) */ Thank you for taking the time to share your concerns with us. A Specialist has reached out to discuss your concerns regarding the system functionality and Solar Edge monitoring. We're happy we were able to come to a favorable solution. Should you have any other questions or concerns, please reach out to the Specialist in contact with you. Complaint Response Date bumped because: Holiday

12/28/2015 Billing/Collection Issues
12/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: System has been non producing for two months. Technicians have not attempted to repair. Customer service has failed to correct situation. System stopped producing power Oct. 9 when technician was here, no attempted to repair on his part. Have made several calls to consumer service with no satisfaction. All technicians that have come since that date have not even attempted to troubleshoot or bring system back online. They are only concerned is with the SunRun electric meter, which is not transmitting meter readings. A new meter was installed November 27, and as of Dec. 4th it's reading zero production. I have taken several photos of ALL meter readings, since Oct. 9, to prove to them that no power is being produced. I'm now paying my usual amount to my electric company plus monthly payments to SunRun. I had to contact the system installer, in New Jersey Nov.23, in an attempted to have system repaired. Installer contacted SunRun. SunRun tech., called Nov. 23 and made appoint. for Nov. 27. "System is still down as of Dec. 4." Totally dissatisfied with this company.

Desired Settlement: "System MUST be made operational immediately." If this the way SunRun is going to maintain the system, I want it removed from my roof. I want the shingled roof replaced and siding repaired on my house. I've adhered to contract in good faith. I also want to be reimbursed for months of inactivity with the system.

Business Response: Initial Business Response /* (1000, 5, 2015/12/21) */ Thank you for taking the time to share your concerns with us. A Sunrun technician was at the property on 12/16/15 and resolved the current issue. A Specialist has also reached out to confirm the work was done to your satisfaction. They will follow back up with the results of the performance guarantee. Complaint Response Date bumped because: Holiday Initial Consumer Rebuttal /* (2000, 8, 2015/12/23) */ I have resolved the the issue with SunRun.

11/27/2015 Billing/Collection Issues
11/23/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Entered into a Prepaid Agreement (PPA), no mention of lease or lien attachment to property on PPA. A lien has been placed on the property. If a lien was to be placed on my home to have solar installed, I would not have signed an agreement. Salesperson (*********) indicated that PPA was not a lease and no lien would be attached. I have attempt to refinance my home with some cash out for remodel, and find a lien on the home. Nowhere in the "agreement" I signed does it indicate a lien, or that it is a lease agreement. SunRun Lease Agreement template (located on their website) does indicate that a lien would be attached, but I have never signed a "Lease Agreement".

Desired Settlement: Removal of the lien filed by SunRun.

Business Response: 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.

11/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My long time boyfriend passed **** on July 18th, 2015 (*****************) owned his house on 2008 W ********************* XXXXX, he had a lease with SunRun (Solar System) up on the roof. According to article 13 Sale of property under letter (c) "If you sell or otherwise transfer your interest in the Property without either purchasing the Solar Facility or assigning this Solar Lease to the new owner, or if the new owner refuses to take assignment, then you will be deemed to have terminated this Solar Lease."Since I ******** inherited his house, which makes me the new owner, I have requested of SunRun to terminated the lease and remove the panels of the roof on the said property. The SunRun refused to acknowledge my request and asking me to pay of the "Market Whole" I have expressed in two letters to them that I have no interest in their system. I am disputing this agreement between SunRun and my deceased long time boyfriend. Account_Number: Proposal #**********

Desired Settlement: DesiredSettlementID: Other (requires explanation) Termination of the lease and removal of the panels.

Business Response: 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 ****** who is now dead, that agreement should be considered voided. My final request is to terminate the lease and remove the panels. thank you.

11/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: sunrun sales man came to my house saying he was going to save me money with solar. since I have had solar I have not saved any money and has cost me more. I have complained two years in a row about them not giving me the correct usage. Last year paid additional 2000. in Edison bills and this year on top of the solar payment had to pay 3400.. Customer service doesn't give me any answers just tells me there is nothing they can do. very un happy with the additional cost and think that I have been burned by this company and wont let me get out. not sure you can help just wanted to make a complaint. I have heard that other people are getting the same results Product_Or_Service: 2-5-2012 Account_Number: XXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Modification/discontinuance or would like them to make my solar usage closer to my actual so I don't have to pay high Edison bills at the end of the year. I think they have under powered my solar witch make me pay more. or take it down and cancel my lease. not getting what I was promised

Business Response: Initial Business Response /* (1000, 5, 2015/10/15) */ Thank you for taking the time to share your concerns with us. After reviewing your file, a Specialist has made multiple attempts to reach you by email and phone. Please reach out to the Specialist attempting to contact you to address your savings concerns. Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) someone called me twice and I have called back both times minuets after they called me a got voice mail. No one has talked to me yet. I have also not received anything in the mail. I have an e-mail where he e-mailed me and he had wrong number. Gave him the correct number and me e-mail address. no issue has been resolved

11/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Failed to repair solar system which has been out of service for a month. Multiple contacts with customer care but no resolution. System has been down since early sept. My edison bill is approaching tier 4 and sunrun has failed to fix the system as required by the contract. Multiple contacts with customer care but no resolution. Very poor company to dael with.

Desired Settlement: remove system from my house

Business Response: Initial Business Response /* (1000, 5, 2015/10/15) */ Thank you for taking the time to share your concerns with us. A Specialist has been in contact with you regarding the timeline for the service request. We are happy to report that the system has been up and over producing since October 8, 2015. For any time the system was down you will be supported by our performance guarantee. Should any other questions or concerns arise please reach out to the Specialist in contact with you. Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */ The system has been repaired however I am in discussion with them over payment issues during this extended outage. That issue is not yet resolved. Thank you Final Business Response /* (4000, 15, 2015/11/12) */ Thank you for taking the time to share your concerns with us. A Specialist has reached out to address your concerns regarding the inverter issue, as well as reimbursement. We're happy we were able to come to a mutually agreeable solution. Should you have any other questions or concerns, please reach out to the Specialist in contact with you. Final Consumer Response /* (2000, 17, 2015/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) credit issued and the matter is closed. Thank you

11/12/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have reached out multiple times to get very basic service and questions answered and get no response or continued broken commitments. I have reached out multiple times to get very basic service and questions answered and get no response or continued broken commitments. Since I began services 3 years ago we have had continues problems. The solar install was very slow and I got many apologies but no real action. Once up things went ok for a while. Then an inverter went out. The repair was very slow and was forgotten. I had to call multiple times and usually with no response at all. It was sown for months before being repaired despite many promises to the contrary. Now once again a 2nd invertor has gone out and we have the same problem. I have now sent three emails to Sunrun and called twice. I get zero response to my email even though I have verified I am sending it the correct service address. I have now tried three times in over a month with no response at all. When I call I get many apologies but no action at all. They all agree there is a problem and promise I will get a call within 24 hours from someone who can help. I never get a call back. This time I asked to have anyone with some authority call me so I can simply explain the situation in an effort to get them to understand what a horrible experience I and I am sure others have had. I was of course promised a call back within a few hours and now a 10 day later I have had zero response. I have paid 100% of my bills on time despite the fact that I was negligently oversold and truly lied to in the sales process about the savings. This system has cost us more than without solar. However I am true to my deal even it a very bad one. SunRun however as not been true to any of their commitments at all. Even the very simple and basic things of fixing an broken of underperforming system have not been done. I cant even get a call back or an email back. Ideally I wish this was off my roof and that I had never met a company with such awful service. It has been a huge hassle since day one and I was oversold from day one and it is getting worse. If they system is broken and it takes them months to fix I would expect them to reimburse for lost earnings. They do not do this at all. I have lost hundred and with all my effort thousands of dollars and yet I cant even get a call or my system working as promised over and over again.

Desired Settlement: Here is an email I send to sunrun months ago with no response. I would love someone with some authority to contact me and acknowledge their utter lack of service and all the broken commitments. I would also at the bare minimum like to be compensated for the several times my system has ben under producing for months due to pure negligence. I would love to end ties with this company but doubt that will happen. Below is one of the earlier emails I sent SunRun months ago with of course zero response. I just wanted to share my absolute frustration with Sun Run and Verango. At the beginning we were very excited to go Solar and excited about the program we were sold. What we have experienced is anything but what was sold. This has been the classic case of overpromise and under deliver. We have never received even close to the estimated savings which is why we went solar in the first place. I could go on and on about this but will save my breath as it has been wasted on uninterested ears in your company enough times. The service has truly been horrific. From the very beginning (as I am sure you customer notes) we have had problems. First our system took significantly longer to install than promised and after several calls all we got were excuses and worthless apologies. Then once it was up they messed up the wiring and our pool pump no longer worked. This took quite some time to get fixed as well. Just a few months ago we had an inverter go out and once again after many failed promises and commitments it took a phone call to get anything done. Once again it took forever and to get any action and I got the same worthless excuses and this never happens garbage. Now here we are again with our system underperforming. I don't underperform on my obligation to pay you every month but your company sure seems to underperform an about every commitment we have been given from the beginning. This experience has sadly made me greatly regret going solar. Something I was very excited to do has turned out to be not worth the hassle or savings. I am generally not a complaining consumer. I tend to be happy with my purchases and grateful for good service. Sadly this has not been the case with Sunrun and Verango. I would love to see Sunrun do the right thing and acknowledge the problems they have had and try to actually have customer service and take care of a customer. I am sure what I will get is the usual company line, apology and no real action. I have never in my life posted anything negative online about a company of any kind. In fact I am have on occasion take time to truly praise companies that exceed expectations. However in this case I feel compelled to warn others about my experience to save them from all the issues. Don't get me wrong I know stuff happens and it does not always go as planned. However when someone messes up I expect them to not just say sorry but fix the issues and put their money where their commitment is. I guess we will see how this next round goes. I would like to have a reason to not post negatively online about a company. However I have surly not been given one with Sunrun.

Business Response: Initial Business Response /* (1000, 5, 2015/11/10) */ Thank you for taking the time to share your concerns with us. A Specialist has been in touch with you regarding the system issue and the surrounding situation. We're happy we were able to come to a mutually agreeable solution. Should you have any other questions or concerns, please reach out to the Specialist in contact with you. Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did finally get back to me and acknowledged their issues. While I am not 100% convinced they will deliver this time I am willing to give them the benefit of the doubt. I will refile if needed.

11/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had Solar Installed the first week of August. Then it took for ever to get turned on. Still waiting for my First day with Solar Its been One Head ache after another!!! Solar was Installed first week in August. Told I would be turned on within 1 to 2 weeks. One week later someone called and said they needed some Pics, They came and got the Pics. Weeks go bye then they say they take Pics, same Pics that was already taken!! More time passes *** when I inquire I'm told they need pics and someone stopped by and could not get the Permit on the day they came out. Did they expect the permit to be outside exposed to the weather? Why didn't they call ahead, why didn't they tell me they came by. Only reason I found it is that I called Trinity to complain. It took them 4 try"s before they got the Pics they needed. Finally the meter got changed. I turned the system on. I called SunRun to tell them there was an Issue. The asked me for some info over the phone and said yes the system is not working1! Still No One has come to get the system up and running. They are ready to **** me for a system that does not work, and I have a high electric ****. I have not saved a dime yet and its costing me more and not less. Customer service is awful. Wish I went with a different company!

Desired Settlement: I am so stressed over this I want a better deal on the rates. I have to deal with this company for the next 20 years. I can only expect It **** be the same service I have received so far.

Business Response: 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.

11/6/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: SunRun inflated PGE rates, grossly misrepresented savings, oversold solar system needed, resulting in huge loss of savings for us, surplus for them. 4/2010 **** solicited at our home, "Save $84,000 equal to college tuition." (Sons soon college age.)Gave copies of PGE billings from 6/13/08-4/15/10, advised July-Sept 08 unusually hot, high energy use. **** assured not a problem, they look at use patterns. 5/5/10 **** with contract and detailed written proposal of savings over 18 years of $84,000 & historical PGE rates rising 6.5% a yr. Panels to give 10,263 kWh a yr & 176,454 for 18 yrs; rate .279 & annual escalator 1.9%. 8/26/10 **** with new contract, error by SR (SunRun), more panels needed to meet savings. Now 11,067 kWh a yr, 190,283 kWh 18 years; .280 1.9% esc. Stated concern as we will be empty nesters in 2016. **** assured us we would meet savings, it was a big house, credited extra energy produced. 11/8/10 Rec'd copy of PGE Solar Initiative Claim Form stating system to produce 10,445 kWh. Email sent, is this correct? ******* *******: "That is correct, we did a ****e Report & that is what they came up." 11/2010 Panels installed. XXXX-XXXX Called SR several times questioning savings did not seem right. Told complicated procedure as way to figure it out. 6/10/15 Called SR twice, voicemail full. Called sales, redirected to customer service, **** would forward my concerns to corporate. 6/11/15 **** ******* called. Faxed PGE yearly true up bills for savings analysis, included PGE rates for 1/XXXX-X/2015 from their website. 6/11/15 True up bills to **** *******. 6/12/15 Received savings analyses showing savings of $783 10/XXXX-X/2014. Projected savings were to be $6,149 for those 4 yrs. Analyses show SR surpassed ***** projected income of $11,677 by $811. 6/13-15/15 **** emailed, loss of savings due to decreased use of power. **** used a confusing approach to arrive at his conclusion, matching the incorrect total savings of $1,957 for 4 yrs. The $1,957 was projected for year 4 only. 6/15/15 I called. **** stated SR can't change rates unless prove error in usage numbers; can't expect SR to accurately predict PGE's rates; should not have bought that big of a system. I said then proposed savings should not have been used in the written proposal or as a selling point, we should not have been sold that system, we would have waited for better technology. 6/23/10 Faxed 10/14/09-9/15/10 PGE statements to prove usage error. (Average use past 6 yrs 15,705; XXXX-XX average 16,564 (2008 summer unusually hot as told to **** on 4/2010), SR's figure of 17,550 is incorrect. 6/24/15 Emailed ****, auto response out of office. 6/24/15 **** from Neighborhood Blog said she'd connect me with SR. 6/25/15 Will from same blog informed me of PGE tier/rate change. I researched & found info. 6/26/15 Amy Esensten called. I expressed my concern, sent all info including CPUC reports indicating PGE tier & rate changes. Negotiations outlined in Resolution Section.

Desired Settlement: 6/26/15 Via phone *** offered .25 kWh fixed & $1,000 credit; will not bill for June. 7/6 My email:.25 rate is more than PGE rates, think we will be in the .18-.22 range with PGE in XXXX-XX, .19-.23 range XXXX-XXXX. 7/8 ***: working on getting PGE structure, will talk to PGE contact. 7/21 ***: PGE rates not published to public. Can offer .23 kWh. 7/21 My email: Feel we've been duped. Happy to remove panels. 7/22 My email: Sorry for email as upset with offer/explanation but how we feel. Attached research on rates again & which were approved via news media on 7/3/15. 7/22 ***: What rate are you comfortable with? 7/22 My email: Adjust proposed savings percentage to actual PGE rates. Would have saved $3,613 over the 4 years, subtract the $783 savings, refund of $2,830. Savings progressively increase, by year 18 it is 57%. We are willing to meet in the middle at .13 kWh for all power produced, no refund. Husband offers $10,000 for panels. 7/23 My email: Additional $2,486 paid to SunRun for 10/XXXX-X/2015. 7/31 ***: .23 significant reduction, credit difference of .23 rate & .27 rate paid to SR for energy produced from 10/XXXX-X/2014, a $480 credit. Can purchase system for $35,092. Unable to remove panels, 20 year contract. (Note: Paid .291 -.296 from 10/XXXX-X/2014 & it is an 18 year contract.) 8/3 My email: Why do you feel .23 works? Please provide numbers on how you arrived there. Explain shade report.8/3 SR billing of $272.91 received. 8/7 ***: Analyzed solar & total electricity using tool that provides historical utility prices & shows what you would have paid if you had 100% of your energy from PGE. Called avoided cost. Avoided cost is .28. Your system is estimated to produce 10,253 kWh over next year, paying your utility $2,870 for that power. The rate .23 would be $2,358 an estimated savings of $512. 8/18 My email: I added our usage over the past 4 years, divided that into the cost without solar, equals .26 per kWh as the average using numbers from SR's savings analyses. Disagrees with .28 avoided cost number. Paid SR between .28 & .30 at that time. 8/2010 contract states system will produce 11,067 kWh per yr; not the 10,253 kWh. Offer of .23 kWh and $480 shorts us again. Based upon past discrepancies & projections it is very difficult to trust SR's numbers. Response to Yelp review dated 2/21/2013 from ******* K. to ***** W. in *******: "Hi ***** - Rate concerns are something that Sunrun takes very seriously. We're working to cover the difference in your rate out of our own pocket to make up for the mistake. Once this is done you should be seeing the savings originally projected for you when you signed up with us. "... SR cannot meet the $84,000 savings because of inflated PGE rates, needs to match the % savings as detailed in SR proposal: Yr 1 20%, 2 23%, 3 26%, 4 29%, 5 32%, 6 34%, 7 36%, 8 39%, 9 41%, 10 43%, 11 45%, 12 47%, 13 49%, 14 51%, 15 52%, 16 54%, 17 55%, 18 57%. Applying above % to actual PGE rates SR owes us $2,830. Instead of refund, no monthly billing of $272 until amount paid. Then do savings analysis of 10/14-5/15, see who owes whom. Set that time as annual reconciliation. Using current rates, production & use we can set rate for the year; repeating every year until yr 18. Hope errors in savings projections, usage & discrepancies were truly errors, that you will proceed in good faith. 8/21 ***: You are contracted to pay for power. Offer of .21 kWh by 8/31 or return to .30 kWh. 8/24 My email: We signed based on SR's written savings proposal. Old contract has 10,263 kWh, new contract 11,070, claim form 10,445. Estimate next year 10,253. Which is it? And .21 fixed? Refund? RESOLUTION: Adjust % savings as above & refund, or .13 kWh fixed for all power produced, no refund of missed savings or the $2,486 pd to SR 10/XXXX-X/2015 & annual reconciliation; or remove the panels, restoring our home to its previous condition.

Business Response: Initial Business Response /* (1000, 5, 2015/09/01) */ Thank you for sharing your concerns via the BBB. 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 ****, 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 **** 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 *** 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 ***** D emailed an offer from *** 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 BBB. So at this time their offer is not accepted and I request the BBB to keep the case open pending further investigation.

11/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a letter that promised me a $500.00 incentive to get a solar powered system. This letter came from Sunrun energy company in *************, **. I have the original letter sent to me by the Sunrun from home office in *************, **. The letter said the I could get a $500.00 incentive from the company if I went with Sunrun by 8/15/15, and I did. The personal code on this letter is: JLXXXXXXXXXX. I had spoke to a Mr. **** R. at XXX-XXX-XXXX. He said that I would get the incentive in the form of a debit card to be mailed to my residence 30 days after the installation was complete. It is now well past the 30 days and I called rep. by the name of ****** in **** **. at: XXX-XXX-XXXX. ****** said " I was not qualified for the incentive because another contractor sold me the system" I told her that was a bold face lie and the system was sold to me by Sunrun, installed, and serviced by Sunrun, as they are a nation wide solar power company. There was no 3rd party involved in any way. This in my opinion is false advertising, misrepresentation, taking advantage of a senior and a Military retiree. I had asked 3 time for the incentive and denied every time.

Desired Settlement: Can the BBB get Sunrun to make good on their promise to give me the $500.00 that was promised to me by a Mr. **** R. at the ********** home office. I know that this is plainly false advertising and a borderline scam. I told and sent an email stating that I had contacts in the news media (worked for ABC for 8 years and cold get them bad press in the form of a press release, was filing a formal complained with the BBB, possible legal action.

Business Response: Initial Business Response /* (1000, 6, 2015/11/03) */ Thank you for taking the time to share your concerns with us. A Specialist has been in contact with you regarding the solar incentive bonus. 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, 8, 2015/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your expert handling of this case. Nicely done! SunRun made me a happy camper by rushing a $500.00 check via next day air. I really appreciate the BBB's help and thank you. Best regards, ********* *****.

11/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our system has been under performing(45%) since june still cannot get this issue resolved.We're paying high electric bills and making only 1 srec 2015 we have contacted sunrun one many occasions with no results we just want our solar system the way it was promised or remove it from our roof and give me my money back.

Desired Settlement: repair it or remove it and give me my money back

Business Response: 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.)

11/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: zero maintenance on system. savings not as promised. total lack of customer service system needs to be evaluated for performance. pigeons need to be removed, roof inspected for degradation, panels inspected.

Desired Settlement: due to lack of customer service another company will be out to resolve issue and for Sunrun to pay the billing. if panels are no longer effective have them removed or hauled to the dump.

Business Response: Initial Business Response /* (1000, 8, 2015/10/15) */ Thank you for taking the time to share your concerns with us. A Specialist has been in contact with you and preforming a system analysis. The pigeon issue has been resolved and we are working internally for compensation. Should any other questions or concerns arise please reach out to the Specialist in contact with you.

10/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 *** *******. He said he would follow up with HECO and call me back. 8/20/14: I received no return call from ***. I decide to go on HECO website & email them directly. I cc'd *** ********* 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. *** no longer is overseeing my account, he says *** is. At no times was this change communicated to me. Later that afternoon 8/20/14: *** 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: *** ********* replies via email & apologizes for the miscommunication with *** & states he understands. He says *** 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 *** to confirm that he closed the 2 open building permits. I send another email. *** 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!

Desired Settlement: System energized soon, compensation for money lost due to system not being energized, clarification on terms of warranty (does warranty begin from time contract signed, installation or energization)

Business Response: 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 *** *******. He said he would follow up with HECO and call me back. 8/20/14: I received no return call from ***. I decide to go on HECO website & email them directly. I cc'd *** ********* 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. *** no longer is overseeing my account, he says *** is. At no times was this change communicated to me. Later that afternoon 8/20/14: *** 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: *** ********* replies via email & apologizes for the miscommunication with *** & states he understands. He says *** 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 *** to confirm that he closed the 2 open building permits. I send another email. *** 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!

10/27/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have solar panels and SunRun refuses to contact Edison and let them know so both companies have been billing me for electricity usage. I took over a solar lease on a home I moved into. They required credit reports and everything then started billing me for the panels. The only thing is they did not notify Edison that the contreact changed to my name and I am eligible to use the electricity generated by the panels. I have spoken to them several times. I have tried very hard to work with them, even taking a day off of work for them to have a conference call with Southern California Edison and they NEVER called me as promised. I have been paying them $105 a month for these panels to use the electricty they geerate but they have not and wil not notify SCE so they can reduce my bill by the amount of solar energy genrated. I want them to refund my July Payment and Waive my August bill since we did not get any benefits from their panels and I want them to do their job and contact SCE and let them know we have panels and get this straightened out. We can't just call the solar company and say hey we have panels don't charge us yet SunRun seems tot hink that is how this works.

Desired Settlement: I want sunrun to Refund any payment received Up until Sepetmber XX XXXX and drop the bill we have ot paid that is due October 1 since we did not use their electricity. I do not want anymore phone calls with them. I stayed home an entire day waiting for them to call I am done with them. I have these stupid panels from their dumb company out of obligation not by choice. What I would really like is my contract cancelled wiht no penalties and for them to come and take their worthless panels so I could go with a real reliable solar company.

Business Response: Initial Business Response /* (1000, 5, 2015/09/28) */ *******, 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.

10/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: New owner of house using solar while I pay for it Sold my home and notified sun run .they gave my **** wright an in calif to finalize it .I gave him name and phone of new owner.almost two months later he didn't get signature of new owner.so new owner is using solar and sun run is sending me the bill.I don't understand that they didn't shut off solar when I sold home. Also why doesn't sales go to home and get new owners singniture,how can someone in calif do this in a fast way.meanwhile sun run is sending me a bill every month.they say this clause was in contract when I signed.salesman must have forgotten to show me this

Desired Settlement: I would like to have Sunrun go to home (someone from new jersey) and see new owner and not have me pay for these charges that I did not use.

Business Response: 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.

10/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 15k line of credit was opened in my name that was not authorized by me, and they are withholding $500 dep. for 4-6 weeks I placed a $500 dep. on a SunRun Solar project which I cancelled within the 10 day cancellation period. Was told by customer service it will take 4-6 weeks to refund my credit card dep. of $500 after I was told it would only take 10 days. I was also notified in the mail that a $15,000 line of credit had been opened in my name to finance the SunRun project through GreenSky that I never authorized. I contacted GreenSky and had this account closed immediately however they said that it would show up on my credit report.

Desired Settlement: Immediate refund of the $500 deposit. I also want the unauthorized $15,000 line of credit wiped off my credit report as it was not authorized by me.

Business Response: 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.

10/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Breach of contract We entered a contract with Sun Run inc for solar power installation on a lease agreement on 11/04/14 with a non refundable deposit of 500 dollars. They told us we can pay the rest of the money while installing , According to the agreement Sun run did the home evaluation and was supposed to install solar power with in 3-4 months. The company breached the contract saying something went wrong and with out even proper communication terminated the contract , no solar installed. We had other attractive offers from different companies, but due to this contract we did not pursue those, but Sunrun cheated us, saying something happened and they cannot install solar power for us. There was no written communication, we missed the golden opportunity to go to green power. Now Sun Run send us our cheque , but still no proper communication and they terminated the contract by themselves. We did not agree with this and wants to install the solar power .

Desired Settlement: DesiredSettlementID: Finsh the job We want Sun Run to install solar power according to the terms of the contract.

Business Response: Initial Business Response /* (1000, 5, 2015/07/27) */ Thank you for taking the time to share your concerns with us. After reviewing your account it appears a Specialist has been in contact with you explaining the timeline issues that occurred with your solar deal. Unfortunately not all the paperwork could be finalized by the cut off time mandated by the utility (Salt River Project). We apologize for the inconvenience and if these solar fees are ever lifted we will happily begin this process again. If any other questions or concerns should arise please reach out to the Specialist that has been in contact with you. Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the updates!!! NO, We are not ready to accept the response from the business, because it is 100% fault from the business. The business failed to process the paper works on time. The business did the site audit survey in January 2015. During that time it wasn't communicate with us. Instead, the business terminate the contract by themselves.... The business kept on processing with the contract, then why they did the site survey? Please see below the mail I got from the business on Wed March X XXXX. On Wed, Mar 4, 2015 at 4:51 PM, ***************** <*****************@sunrun.com> wrote: Hi *****, We cannot find the SRP confirmation email, as we were not copied on a lot of them. My management is looking into the situation, as a couple other customers are in the same boat. I am really sorry for the delay, but please know we are working on it. I hope to have something definitive for you by the end of the week. Best, ********* In a sense, we are left in dark for more than 6 months. We missed a golden opportunity from other business, who is ready for install the solar system with 100% guaranteed work. If we messed up the contract, we should be liable. In this case the business messed it up, we should not be suffer for that... We are requesting the business to do couple of things: 1.Ready to compensate us enough to install solar power according to the current situation. That is, we still demand the business to install solar power according to the contract terms and conditions. It is the businesses responsibility to pay any additional fees to SRP. We don't want to wait for ever hoping for SRP to lift the additional fees on solar customers, which may not even happen!!!!! 2. The other option would be to get a quote from SRP, the difference in payment with the new quote should be paid by the business. Regards, ***** ****** Final Business Response /* (4000, 21, 2015/10/02) */ Hi *****, We have reviewed the complaint again and would like to confirm earlier statement. Sunrun cancelled the agreement within allowed timeframe following Salt River Project utility's decision to impose additional solar fees in its service area. Currently Sunrun is not operating and offering its products on the local market. ***** ****** received a refund of the $500 deposit paid earlier. Sunrun does not offer any additional compensation. Please let me know in case of further questions. Best regards, ******* Final Consumer Response /* (4200, 25, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello *****, Good Morning!!! The answer is "NO". I am NOT at all accept the business resolution. The business is responsible for the "BREACH OF CONTRACT" and our INCONVENIENCE. I think, the person who is responding from the business have no idea about what actually happened??? keep on saying about refund of OUR deposit money.... *****, We are ready to go with legally. Will you please proceed with legally. Let the court to take a decision. We are ready to submit all the supporting documents if you want. The Original signed contract, all the correspondences from the business etc... Please let me know anything else you need for further proceedings... You can contact me on XXX XXX XXXX / XXX XXX XXXX. Thanks & Best Regards *****

10/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Not upholding their end of the contract to adjust the baseline charge according to new tenant electric usage. Date of installation was approx. July of 2013 Property owner: **** and **** ****** Property address: **** ******* Ave. *********, CA XXXXX Our understanding at the time and confirmed by SunRun sales person was that because this is a rental they would adjust the monthly lease price according to a new tenants energy usage. We are in the midst of interviewing prospective tenants and there is the immediate concern that the new tenant will incur the old tenants montly baseline charge which will not accomodate the new tenants electricity (solar) usage. SunRun now claims that regardless of the difference they still expect the payment based on the current tenants original baseline qualification cost. This causes prospective tenants to shy away from renting due to the solar cost being more than they typically pay for regular ********* Gas And Electric usage charges. SunRun says they won't budge.

Desired Settlement: We strongly feel SunRun should adjust the billing amount based on the new tenant useage just as they set the original monthly billing according to the current tenants baseline use cost.

Business Response: Initial Business Response /* (1000, 5, 2015/09/25) */ Hi **** - Thank you for reaching out to us. One of our customer care specialists has followed up with you and offered to resolve the issue regarding your rate and potential tenants. Thank you for contacting us, we are happy we could resolve this issue. Please let us know if there are any other questions or concerns.

10/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sunrun is not holding up to their end of our agreement. A little over a year ago I was approved, signed the contracts and made a $500 dollar deposit to sunrun for solar panels. Sunrun submitted the paperwork to the local electric company and six months after that I was approved for installation. The company took over another six more mon months. I called and emailed several times with little to no resp9nce back before they decided that they wanted another credit check because a year had passed **** the original contract date. I did not pass ** two points and now the company is refuseing to do the installatiin. I am now having to suffer for their delay.

Desired Settlement: I want our original contract honored and my solar panels installed.

Business Response: 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.

10/1/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We leased solar panels that have not been performing for a long time causing our electric bill to go up incredibly high. We leased solar panels from Sunrun in 2011 and they have not been performing causing our electric bill to go up over $500 per month. We first had this problem a few years ago and now unfortunately it's happening again. I have called for the last 8 mos. Sunrun sent someone one out and they confirmed the panels are not performing properly but nobody has contacted us to correct the problem in the last 8 months. Every time I call and speak to Ashley at Sunrun whom is the supervisor, she say's she will let the service department know but nobody contacts us. Every time I call I ask for the Corporate office number and I'm told they don't have a number they have to email them. This is creating a financial hardship for our family and at this time we just want the panels taken down. I have never experienced this poor of customer service. There license number for Sunrun is XXXXXX. Our account is XXXXXXXXXXXXXX. Our Sunrun bill is approximately $100.00 per month but our electric bill has gone up to over $500 a month since the panels are under performing when before we leased panels they were roughly around $150 to $175 per month.

Desired Settlement: We were promised that the solar panels would help us save on our electric bill and we thought we were being more Eco friendly. To date this is not the case we have super high electric bills and no resolution from Sunrun. My husband and I are beyond frustrated and would like the contract terminated and the panels taken down. This company by far has the worst customer service and never follows thru when I call monthly and ask for help. We can no longer afford to pay over $500 a month for our electricity nor should we have to.

Business Response: Initial Business Response /* (1000, 8, 2015/08/28) */ Thank you for taking the time to share your concerns with us. We apologize for any frustration and hardship this experience has caused. Your panels and racking have been replaced and the system is now producing very well. Should any other questions or concerns arise please reach out to the Specialist that has been in contact with you. Initial Consumer Rebuttal /* (3000, 10, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like time to receive my new SCE bill to be sure the new panels are in fact producing. I spoke to ****** with The Contractors Board and I will be contacting her on 9/21/15 as we agreed to let her know if the new panels are working.

9/15/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: we are trying to get out of the contract . My husband ****** ***** E-signed with this company on Sat. Aug. 22nd for solar panels.When we tried to pull up our contract to read it.It read that the sales man ************* has locked the documents and we could not get in to see them. ****** and myself decided that we did not want to have to rent solar panels for the next 20 years and want the contract voided. We have been calling since Sunday and no one is getting back to us. This is very frustrating. We have been trying for 2 days. We know there must be a time line to get out of the contract. This sales person never told us. Please help us. We are now very upset.

Desired Settlement: To get out of the contract signed on Aug. 22nd

Business Response: 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.

9/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sunrun has failed to file proper documentation with NV Energy so that installed solar system can be put on line. Contract with Sunrun was signed on Dec 29, 2014 for installation of system. System installation was completed on March 18, 2015 and documentation was submitted to NV Energy on March 19, 2015. On March 19, 2015 NV Energy notified Sunrun that the Incentive Claim Forms were incomplete. Sunrun resubmitted forms on May 15, 2015 and they were again rejected on May 18, 2015. I contacted NV Energy on July 31, 2015 and received an e-mail on August 4, 2015 stating the above mentioned issues. I contacted Sunrun on August 4, 2015 and forwarded NV Energy's e-mail and stated that I either they fix the problem by August 7, 2015 and renegotiate my contract or remove the solar system from my roof. As of today, August 11, 2015, per e-mail from NV Energy, Sunrun has not resubmitted the required documentation. I contacted Sunrun today and was told the reason my system is not on line is they were awaiting the refund from NV Energy.

Desired Settlement: Request the Sunrun accurately complete documentation with NV Energy and renegotiate my contract without and escalation clause or remove solar system from my property to include repair of roofing tiles as necessary.

Business Response: 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.

9/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Failure to respond/repair warranty issue in a timely manner. late June 2015, Fronius inverter powerstage failed. 7/7 First call to SunRun for repair (******) 7/9 Second call to SunRun (*******) told up to 5 business days from first call to get a response. 7/16 Third call to SunRun, person sent a note to service 7/23 Fourth call to SunRun (****), person acknowledged length of time since first call, sent said would send a note to service. 7/30 Verified with Fronius that Sunrun is the warranty servicer 7/30 Fifth call to SunRun (****) Requested a supervisor. Spoke with supervisor (********), who said she would contact Maintenance and get back to me with status within a day. No call back by 8/3 8/4 Tech called and came out to look at inverter, confirmed problem, arranged to have replacement sent from Fronius 8/12 Replacement refurbished inverter installed and working. 8/16 display stopped working, illumination lights blinking, stopped communicating with data logger 8/18 Called SunRun (*********) who said it would be reported to Maintenance. 8/25 No contact from SunRun. The inverter is under warranty until early 2016. I would hope for a timely response and yet another replacement (one that will continue to work). While Fronious is on the hook for a working inverter. Sunrun is failing in the customer service department. I am currently calling their Customer Care department on a weekly basis.

Desired Settlement: I would like the inverter either repaired or replaced with a unit which will last AT LEAST through the end of the warranty

Business Response: Initial Business Response /* (1000, 6, 2015/09/08) */ Thank you for taking the time to share your concerns with us. We are always striving to improve service request times and apologize for this delay. A Specialist has been making attempts to contact you to let you know a technician has been on site to reset the LCD screen and resolved the data logging problem. Thank you again for this feedback and should any other question or concerns arise please reach out to the Specialist who has been attempting to contact you. Initial Consumer Rebuttal /* (2000, 8, 2015/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) The technician was out on 9/4 and repaired both the LCD screen and the software with the data logger. Given that the previous repair failed after 4 days, and we have a period of very hot weather, the technician and I are remaining in contact. If the system remains fully functional through 9/14, I will consider the problem resolved.

9/10/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Bad solar system install destroyed electrical system in my house and started 2 fires, destroyed several computers and other electrical devices. originally contracted a company called Horizon Solar to install a solar system on my house, Horizon is a Sub contractor for a Company called Sunrun, they have drilled several hundred unnassary holes in my roof, hooked up wires backward and destroyed half of the electrical system in my house as well as several eletrical devices including TV's, Computers, Video Games, and the entire furnace/heating system for the house Yesterday 7/21/2015 we had our second electrical fire in less than a year, I have been in constant communication with the all of the company's involved, as of 06/23/2015 they told me they were going to send out a check for over $7000.00 to cover damage to the interior, exterior, Carpet, drywall, Electrical system, and appliances... today 07/23/2015 I receive a call from someone at Sunrun who would only identify himself as *******, who now says that they are not going to be covering ANY of the damages. And he claims that the damages were not their fault. My home after 2 Fires is no longer safe for me and my family to occupy... What do I do now ???

Desired Settlement: Replacement of carpet burned in Fire #1 Reinstall Hot tub that was uninstalled by their employees and or subcontractors. Install backup emergency generator and automatic transfer switch as agreed. Inspect Repair and or replace as needed all damage done to the homes electrical system including but not limited to Switches, Outlets, breakers, and wire. Replace Furnace unit that was destroyed by Fire #2 Compensation for 35 days of missed work due to solar system install and ALL related Trips for repairs to the home, at $350.00 a day total $12250.00

Business Response: Initial Business Response /* (1000, 5, 2015/08/10) */ Thank you for taking the time to share your concerns with us. We take the safety of our customers very seriously and this case is being handled with high priority. Our file shows we are currently in contact with you to have all damages repaired as soon as possible. We will stay in close contact with you until we come to resolution. Thank you for your patience. Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am Sorry but I cannot accept your response, due to the fact that most of it is UN-True, It has been Several weeks since I heard from anyone at your company, and here are the last 3 responses that I did get from representatives of your company. 1) ******* ****. said during a phone call on 07/22/2015 I see you have 3 claims here for damages to your home and business. I want to let you know we will NOT be paying ANY of them, And we are sending you to collections. 2) Charles Branner. said during a phone call on 07/24/2015, It does not matter that Billing has been suspended on your account you have now been sent to collections, and the entire amount of the solar system over $58,000.00 is now due and payable immediately. Also on 07/24/2015 I received a letter from your collections dept that says during the Week of Aug, 3rd one of Sunruns partners will be Visiting my property to DE-activate the solar facility. So just to recap, the last several communications that I have received from your company have not given me any indication that you are actually going to repair anything. In Fact it is quite the opposite, My Claims were denied, I was sent to collections, and I was told that one of Sunruns partners would be De-Activating my system. So I am not sure how your file says that you are in contact with me to complete the repairs when I am receiving notices from collection departments, and other notices telling me that you will be deactivating my solar system. None of that sounds to me like you are working diligently to complete the repairs to my home ! your response says and I quote " Our file shows we are currently in contact with you to have all damages repaired as soon as possible." So I hope you can see the conflicting information that I am getting out of your company, and how I cannot accept the response that says you are going to repair any damages because I don't believe that to be true. Send me something in Writing that says you will be sending Checks for the repairs, or better yet since you have most of the Repair quotes already send the checks to at least get the repairs started. $1127.94 for the carpet, so my home will no longer smell like burning plastic. $7600.00 for the Electrical inspection and Spa and generator to be installed. Then we will see what the inspection reveals and what repairs will ultimately have to be completed to make my home safe again. That alone will restore some of my faith in your company and show me you take the safety of your customers very seriously. Final Business Response /* (4000, 9, 2015/08/26) */ We have been continuously attempting to get in touch with you to have a technician look into the roof leak. Please contact your Specialist so we can move forward towards a mutually agreeable resolution. Final Consumer Response /* (4200, 13, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) In addition to the roof, there are other areas that still need attention, You have the quotes for the Carpet, and the Electrical work, that still need to be done. As well as Lost Income all of these issues need to be addressed. Not just the Roof leak. An acceptable resolution to the whole situation would be to send the checks that I was told were already on their way, for the Carpet, and the Electrical repairs total: $7827.94 Once those checks have arrived and the repairs have been Scheduled, It would be very Easy to get all the repairs completed at once, So I don't have to continue taking time off of work for one repair after another. Otherwise, What you are proposing would mean that I would have to take a day off of work to meet the roofer here to assess the roof leaks, Then I would have to take another day off of work for the roof repairs to be completed, That is if the Roof repairs can be completed in one day, Then I will have to take a day off of work for the carpet to be replaced, Then I would have to take one or more days off for the Electrical Inspection and repairs to be completed. That many MORE days off of work in addition to the over 30 days I have already lost is just UN-acceptable. Lets make this easy on each other and just get it all done at once, then everybody will be happy...

9/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Sun Run has poor to no effect on servicing their equipment. They have no set frames nor any information on when a tech might get the work order. Called in to have a tech come out and replace and rewire the junction box on the roof. Wires are shorted out and rotten due to a crack on the lid of the junction box letting in rain water. No luck yet seams they don't care about servicing their equipment once they have it installed and have taken your money. I never saw a company that cant set time frames or windows when their tech would arrive and fix the problem. A big fat F fail form my point of view so much for Green Energy cant even get someone to come out and resolve a simple problem.

Desired Settlement: Nothing so far no call no tech to fix the problem going on five days now.

Business Response: 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.

9/1/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Deceptive Marketing The deceptive marketing used when I entered into an agreement with SunRun has me regretting the day I opened my door to that con artist. Everything I was promised regarding the services I would receive and the terms were a lie. I was told I'd "save a ton of money switching to solar". Untrue. I was told that my electric bill from my utility company would be around $20.00 a month when using SunRun. In reality my utility company (PG&E) sends me a bill of about $1500.00 annually. "You're going to purchase electricity from SunRun at a lower rate than your utility company charges". Not even close. I'm charged .27 cents per kWH by SunRun which is what PG&E charges at their 3rd tier. I was informed after the 20 year contract was up I would own the solar panels. Another lie. I was told the fixed monthly payment that I would make to SunRun was locked in over the 20 year span and never change. Your right that also wasn't true. SunRun raises the rates every year. Nothing that came out of that salesmans mouth that day was factual. I've tried to fix this internally with company representatives, but to no avail. I'm sure they're laughing all the way to the bank. I was duped. I feel violated and cheated and I'm reminded of it almost daily when I see their advertisements on TV and in my mailbox stating "You can 20% by switching to SunRun". I'm sure not seeing that type of savings.

Desired Settlement: I want out of the contract and solar panels removed from my property

Business Response: 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 ****. 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.

8/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sales pitch stating a new roof installation & Solar Panels with a power purchase agreement on 6/17 a sales rep from Sunrun Inc. / Legacy Power knocked on my door trying to sale there solar panels to me. i told the sales man that i needed a new roof and i can not put panels on my roof, he then stated "your in luck we are providing a new roof & our solar panels for no money out of pocket as long as you sign a 20 year Power Purchase Agreement" That sound great so we signed up to talk to another rep to move forward, we allowed a Different rep to come into my home and he gave us the information on how to proceed, he stated that they are providing new roofs & will roll it into the contract price over the 20 years and it will pay it off, we signed a contract to move forward with a roof inspection & evaluation, they said it needed a new roof or they can not install the solar panels, thinking that we already knew it would be covered i was ot worried until the Contract rep called and said, "we are not going to put a new roof on your home, but we still want your business, we insist that if you have a home equity line you can pay someone for the new roof and we will then put the solar panels on" i feel cheated..... lots of my time with these people were completely wasted. that kind of sales tactic is completely unacceptable, i gave these people personal information to move forward on a new roof installation witch i believe was never a real promotion, and i no longer trust these people with ANY of my information.

Desired Settlement: I would like Sunrun to either continue with the promised sales pitch or at least a written apology for wasting my time. Sunrun needs to know that they can do go around telling people false information in hopes the home owner will pay for anything (especially through a equity line of credit) that was promised to be covered.

Business Response: Initial Business Response /* (1000, 5, 2015/08/05) */ Thank you for taking the time to share your concerns with us. We apologize for any frustration this may have caused. It is never our intention to mislead our customers or have them feel as though their time was wasted. After reviewing your file it looks like you have been in contact with a Specialist working towards an agreeable resolution. Should any other questions or concerns arise please do not hesitate to contact the Specialist who has been in contact with you.

8/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My solar system was having intermittent loses of power. I called Sunrun to send a tech to diagnose the problem. One month later, no one has fixed it. I initiated a service request on 6-28-2015. My solar system was intermittent displaying a loss of power. I called Sunrun numerous times about this. They always apologize and state that someone will contact me to fix the problem. As of 7-27-2015, no one has called me to service this problem.

Desired Settlement: I want Sunrun to uphold their end of the contract agreement which requires them to make sure this solar system is properly maintained.

Business Response: 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.

8/12/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Repairs to panel have not been addressed although several calls have been made. I received an email from Enlighten on July 11, 2015 at 1:31 am that alerted me that one of our panels was no longer producing power. The email indicated the panel had not worked for 1 day, 1 hour, 31 minutes which would mean that the panel had not worked since sometime on July 9. I contacted Sunrun on July 11 reporting the issue. I was told that the issue would be forwarded a technician. I called back on Monday, July 13 to find out the process to get the panel fixed and was told that a technician would get a hold of me soon. I called again on July 14 and was told that our system was being monitored and we should hear something soon. I then received an email from Sunrun that this issue had been referred to a certified Service Technician and if I had not heard anything within 5 business days to contact Sunrun. I called on Monday, July 21 and was told the Service Technician had 5 days to contact me from the acceptance of the dispatch which would be Tuesday, July 21. I called again on July 22 to report that I had not heard from anyone. I was told that Sunrun would contact the technician and should be hearing from them shortly. I said I didn’t want to keep bugging Sunrun so when should I call back if I hadn’t heard anything and was told by Friday but they were sure I would hear something today (July 22). I have not heard from anyone. I checked other complaints with the BBS and see that this appears to be a pattern with Sunrun. I know it is only one panel but our panels are generating about 1.5 kWh per day and the panel has been down for 14 days equaling about 21 kWh. And with the Time of Use rate with PG&E that is a substantial loss in energy and therefore money.

Desired Settlement: I want the defected panel fixed in a timely manner as promised in the contract.

Business Response: Initial Business Response /* (1000, 5, 2015/08/04) */ Thank you for taking the time to share your concerns with us. We apologize for the delay, we absolutely understand the urgency of a defective panel. It appears that a Specialist has been in contact with you to assist in coordinating the necessary repairs. We appreciate the feedback and we are always looking to improve our service requests. Thank you for your patience as we work to get this panel operational. As always you are protected by our production guarantee for any lost production. Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) The panel has been replaced and is now functioning correctly. Unfortunately, the time it took to be replaced was two days short of one month. I do understand Sunrun is trying to improve in their response time and hope that it will get better soon. Sunrun did offer a $50 credit for our inconvenience to which I accepted and appreciated, however, to date, we have not received the credit.

8/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: for over a year equipt has not worked properly.we have begged for help and they say its not their problem. blaming jcp&l.i pay them to maintain unit we have had our system in for apprx 3 years over these 3 years we have had multiple issues with the invertors.we contacted roof diagnostics who sold us the system and are the ones who should be fixing it.they put the blame on jcp&l saying its a transformer problem . we receive large electric bills on top of our solar payments and no one wants to fix the issue.all repairs ar their responsibility.i spoke with a mike bender who basically told me unless i get a new transformer theres nothing they can do for me but i should be patient and wait for a resolution.my patience have run out i see no repair in sight as sun run roof diagnostics and jcp&l cannot agree who or how to fix this problem. i should be producing electricity and not have my invertors in alarm mode all the time.if it cannot be fixed they should remove them. i did not sign up for this program to pay more for my electric but to save money which is and cannot happen if the system is in alarm mode all the time.i reached out to sun run but have had no response back.zero ADDITIONAL DETAILS: Case is being handled by another organization: roof diagnosis wall two nj

Desired Settlement: i want them to pay my electric bills for the non production of solar due to alarm mode invertors .which basically means the invertor shuts down and won't allow any of the produced electric to be credited.if it can't be fixed i want them removed and my contract cancelled and all equipment removed and my home restored to perfection as before the install.

Business Response: 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 ****** *******

8/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: REFUND OWED DUE TO UNMET CONTRACT SAVINGS. SUNRUN GOT OLD NSTAR BILLS-STILL NO FOLLOW THRU, BILLS LOST, NO REFUND. WANT REFUND ASAP OR CONTRACT BROKEN We paid $3,000 for solar panels in January 2014 by visa card. Our acct number is XXXXXXXXXXX. Our sales rep was **** from OnForce who is no longer employed there. We were promised a 60% savings on our electric bill every month. Our inverters which are supposes to be monitored by Sunrun were not working for several months at a time and no one notified us or fixed them after the first time. It was left up to us to go online every few days and make sure they were still turned on - unacceptable. When we would call for support, eventually the system would be fixed, parts replaced, etc. However, we were promised a refund for the amount that we should have saved and everyone there has dropped the ball so far. I am tired of negotiating with this company over the past year without resolution and want a prompt refund or my $3000. down back plus monthly fee of $34.46 for all of the time that the system was down and we had to waste our time calling to tell them what they should have been telling us. I would not recommend this company to anyone.

Desired Settlement: THE AMOUNT OF MONEY THAT WE WERE PROMISED WE WOULD SAVE IF THE EQUIPMENT WERE WORKING RIGHT WAS TO BE REFUNDED TO US BY DARYL AFTER SEVERAL ESCALATION EFFORTS. HE WAS CALCULATING IT BASED ON NSTAR BILLS PAID VS BILLS PAID WHEN THE INVERTER WAS WORKING. DARYL REQUESTED THE SAME BILLS, ETC. THAT THE OTHER CUSTOMER SERVICE AGENTS ALREADY HAD, LOST THEM TWICE, AND THEN LEFT THE COMPANY OR WAS FIRED. WE JUST HAD TO START OVER AGAIN WITH A 5TH AGENT! UNACCEPTABLE!

Business Response: 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. ****** confirmed the email and the credits applied to your account. After receiving your BBB reply we reached out again and spoke to Mr. ****** 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!

7/31/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: sunruns sales rep told us a new roof could be rolled into the contract we were promised the cost of a new roof would be rolled into the 20 year contract. 2 days later sunruns sales rep is calling me saying that promotion is over and is not offered any longer.

Desired Settlement: if sunruns sales rep promises a new roof can be rolled into the 20 year contract sunrun should stand by what THEIR salesman is out there selling

Business Response: Final Consumer Response /* (2000, 6, 2015/07/31) */ Sunrun called me today and we were able to work things out. thank you

7/29/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We are not receiving credit for energy produced sunrun does not respond ro our concerns. Our solar stopped working on April XX XXXX, we were contacted by sunrun. They informed us we would get credit for energy produced. They did not contact thier service provider until May XX XXXX. We did not have a service person from scramento until June 9 a part was ordered. It came in June 20 a service person did not return until July 1, they ordered the wrong part. I have contacted sunrun 12 times and asked to speak to managers . They become unavailable . We. Ask for return calls we have not received a call back.

Desired Settlement: I would like others to know they should avoid doing business with sunrun I would like to be sure I recieve credit for all energy produced during this period.

Business Response: 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.

7/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 6/22/15 we recieved another e-mail informing us our solar unit was again not operating. Sunrun dispatched a repairman within just afew days. The tech. determined the unit had again blown a fuse,(three times in one year.)repairman contacted tech. services and was told to put in larger fuse, (we did not agree) the tech. services then instructed the repairman to wire around the fuses so they would not blow. The unit does work, however, we feel it is unsafe and will not turn on the unit till Sunrun sends complete information regarding fuses and we can have an independant company check unit for safety. Sunrun has not sent the repair information and our unit will not be turned on till checked. Product_Or_Service: rooftop solar unit Account_Number: XXXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Repair fuses were installed by manufacturer our unit worked with fuses for 4 yrs. now it does not work with fuses. we want unit repaired properly or documentation showing how and why fuses were by-passed. Will not jeopardize my families safety.

Business Response: Final Consumer Response /* (2000, 6, 2015/07/28) */ My complaint with Sunrun has been resolved. Sunrun sent out their own sunrun Tech., to access the situation. He ran systems checks and found several problems that are being addressed, mainly that the wiring was done wrong when initially installed by ************* The wiring was repaired and is again going through the fuse system. The unit is operating and they plan on following up on other problems that were noticed. I am satisfied the unit is safe and operational. Thank you BBB for your help

7/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was misled and persuaded to sign a 20 year PPA based on a false premise and assumption that SCE rates would rise at a certain rate. Knowing what I know now, I would never have signed that PPA. SCE rates have not increased as I was led to believe. I am now paying more for electricity than ever before. I have contacted Sunrun several times in an effort to get a lower per KW rate and decrease the annual increase only to be told "there is nothing we can do". I feel like I was taken advantage of. I have talked to other people who are getting much lower rates. Some as low as 16 cents per KWH. I don't mind paying a fair price but I cannot continue to overpay.

Desired Settlement: I would like a rate per KWH reduction and a rate of annual increase reduction. I believe the SCE tier 2 rate is fair with an annual increase of 1%.

Business Response: Initial Business Response /* (1000, 6, 2015/06/25) */ Thank you for taking the time to share your savings concerns with us. We have performed a savings analysis for the previous year which produced a favorable outcome. A Specialist has been in contact with you offering to do a follow-up analysis to ensure you are still on track. The information on the increasing utility rates is based on historical data. We will continue to work with you towards a resolution. If any other questions or concerns should arise please reach out to the Specialist that has been in contact with you. Initial Consumer Rebuttal /* (3000, 8, 2015/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received a response since my e-mail on June 24th and no resolution has been reached. Final Business Response /* (4000, 10, 2015/07/06) */ It looks like a Specialist has been in contact with you the last email being July 2, 2015. If you have any further questions or concerns please reach out to the Specialist that has been in contact with you. Final Consumer Response /* (4200, 14, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sun Run will not make any concession.

7/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: SUN RUN has cheated us on our contract, not paid us for the performance guarantee, was never installed properly, and given us false promises. The sales person ****** ******** told us we would save money and electricity buy leasing their solar products. We leased the system he recommended and were told we would see results by the end of the year. We paid an additional $1000 to make sure our monthly lease payment would stay the same. We did not receive a copy of our lease agreement until two years later. He said his printer was not working and would send us a copy. Immediately after we signed the contract, we were told he was no longer with SUNRUN. WE called because on the first rain we had leaks due to their shoddy workmanship, the roof leaked for two years after. The most recent crew that came out to make the repair found a rag soaked in silicone shoved in a huge hole they created as a method of repair. We were just contacted by SUNRUN and they said we were not producing enough solar, the rep came out and found out they never turned the system back on and then blamed us or our neighbors for shutting off the system! Our bills have consistently gone up each year despite the $1000 we paid for ensuring the flat rate payment. First they said they have no record of the $1000 so we had to go to the bank and get canceled checks to prove it. Then they said the $1000 was to lower the rate but not keep it the same. The lower rate was given to us by the power company because my wife has a special needs discount due to her rheumatoid arthritis. Sunrun's position is completely contrary to what ****** ******** stated, I have his signature and his hand written note on an amended final contract he wrote confirming what the $1000 was for. Since he is conveniently gone now we have no way to prove it, they will not honor his hand written note dated to the day we signed the contract. The system has a performance guarantee which they have not honored. The system has never produced enough solar energy so they owe us at least $2000 in refunds. The customer service at Edison has told us we would save more money if we had not signed up with SUNRUN. Our basic discounted Edison rate is cheaper, now we are making a payment to SUNRUN for a system that does not work, they made Swiss cheese of my roof installing it poorly, tried to cheat me in the repair afterword, given us the run around and false promises by several different customer service reps, and recently insulted us by telling my wife we or our neighbors must have turned off the system, (it couldn't be the idiots they sent out to make the roof repair the 15th time, who turned the system off to make the repairs and forgot to turn it back on before they left!) They have exacerbated my wife's illness with two years of added stress which is completely unnecessary. This is our home, they want to force us to stay in a 20 year contract and give them money each month for nothing but headaches. I want their **** off my roof and I want everyone to know what a rip off they are. Every day I look at the stains on my ceiling, from their roof leaks, their fake how are we doing e-mails, panels that don't work, and continued false promises. I have been a Captain with the fire department for 26 years, I help people every day, and I desperately need your help. I would be happy if they would honor my contract and keep the payment the same and not go up, as agreed by ****** ********. Have the system make enough energy so it is worth the payment, the reason I purchased the thing was to save money, not just for nothing. Pay me back for the performance guarantee which the system has not lived up to. Lastly, make sure I have no more leaks. I hate to spend money on attorneys but that will be next. ADDITIONAL DETAILS: Case is being handled by another organization: Federal Trade Commision

Desired Settlement: I would be happy if they would honor my contract and keep the payment the same and not go up, as agreed by ****** ********. Have the system make enough energy so it is worth the payment, the reason I purchased the thing was to save money, not just for nothing. Pay me back for the performance guarantee which the system has not lived up to. Lastly, make sure I have no more leaks. A written apolgy, and some type of compensation for 2 years of of **** and hours of my wifes time, on the phone,writing letters, going to the bank severall times and paying fees for copies of checks SUNRUN lost, and days years of stress from all their runaround and **. I hate to spend money on attorneys but that will be next step. My nephew has his own firm and he would be happy to take the case, but i would rather save the favor. I think if they put themselves in my shoes they would see the light. Thank you, ******* and **** ******

Business Response: Initial Business Response /* (1000, 5, 2015/05/15) */ Thank you for taking the time to share your concerns with us. We apologize for the negative experience that has occurred thus far. Our records show that a Specialist has been in contact with you to address your issues. Documentation has been electronically sent to you that should rectify these concerns moving forward. We are dedicated to turning your negative experience around and into a positive one. If any other issues or questions should arise please don't hesitate to reach out to the Specialist you have been in contact with. Initial Consumer Rebuttal /* (3000, 7, 2015/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) We still need to find out if the solar system is costing us money or if it is in fact saving us money. Further we still need to receive all re imbursments from last year. I thank you for sending us a new contract agreeing to the salesmans original terms. This is a good start. I still think we are going to find we are spending money rather than saving. Final Business Response /* (4000, 18, 2015/06/25) */ Hi******, I notice that the customer in this case has replied via email and I'd like to provide a response if possible. The customer's satisfaction is very important to us. "We would like to reassure the customer that we are continuing to work internally to resolve their issues, even if the case is marked as "closed" on the BBB. To provide an update, we have recently received the paperwork required to adjust the customer's rate back and can move forward." Please let me know if this response can be added. Thank you! Best, ***** **** Customer Care Specialist Final Consumer Response /* (4200, 22, 2015/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is only one of several issues which the company has caused us sleepless nights, one of which is misrepresenting the fact that we would save money. In fact they advertise that the customer can eliminate their electricity bill with ****** completely. Three years into this nightmare we find we are paying the company as much if not more than ****** had we not entered into a 20 year contract with them at all. We have paid the company to put holes in our roof, causing damage to our attic and home, cause us hundreds of hours of computer, phone and office work for nothing in fact cost us money. I think the federal government should fine these modern day snake oil sales for false advertising and misrepresentation. If it was not for your firm posting the complaints of the home owners exposing the real practices of these sharlotons they would not give us the time of day. Thank you for your service.

7/15/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: asked to sign email contract with mostly blank lines - cost, usage, to be filled in later by them - totally free? no monthly payments? scared to sign called them told contract must be signed and also requested power of attorney to be go between with agencies and other companies, afraid to sign contract for of blank spaces - told by rep that sunrun would use excess energy and no cost to me - said government will cover installation and any charges - told just have to pay monthly bill from electric company - seems too good to be true decided to check with you guys to see what this is all about - rep just talking fast and answering my question of cost - its saying free for me

Desired Settlement: will not sign contract and want to know if rep lied about everything being free - installation - no monthly fee or leasing costs

Business Response: Initial Business Response /* (1000, 6, 2015/06/29) */ Thank you for notifying us of the situation; we completely understand your concerns. Please be assured this is not our typical process. Further investigation revealed errors in the electronic filing, which left some fields blank. This was not correct and a Consultant and Manager attempted to visit you as well as left voice mails for you as soon as it was brought to light. We sincerely apologize for any inconvenience and misunderstanding. We are happy to send new paperwork and the Consultant you are in contact with can answer any outstanding questions. The team is also working quickly to ensure this issue does not happen again. Thank you for your patience and understanding as we worked internally to resolve this issue.

7/13/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed a contract with Sunrun for 19 solar panels for a cost of $19,000. They sent me a new contract for $31,750 for 18 solar panels. They a deposit I signed a contract for 19 solar panels for $19,000 w/$500 deposit by credit card. Now Solar INC wants me to sign a new contract for the same kind of solar panels for $31,750 for 18 panels. They have pulled a bait and switch. I cancelled Solar City to go with the cheapest cost. They still have my $500. I want them to honor the first contract.

Desired Settlement: I want them to honor the first contract

Business Response: Initial Business Response /* (1000, 10, 2015/07/06) */ Thank you for contacting us with your Agreement concerns. After reviewing your file it appears a Specialist has attempted to reach you by both phone and email. A copy of your Agreement has been included in this email to help clear up any confusion. If any other questions or concerns should arise please reach out to the Specialist or your sales rep that has been in contact with you. Initial Consumer Rebuttal /* (2000, 12, 2015/07/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm happy to get the original contract offer. We ended up agreeing to 18 panels for a price of $18,500 with a nice simetrical design. They have since changed the design to a jumbled up mess. We are working out this problem.

6/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My complaint is with Verengo and sunrun solar company, they promise me that I wouldn't have to pay any PG&E anymore only the use of the gas and that solar is the way to go know because electricity is going to go higher and higher every year,and that I will be living in comfort using the air conditioner anytime I wanted because I won't have to worry about using electricity and that I should change all my appliances to electricity not gas.So I had solar installed in my two houses.I told them that I wanted to buy the system and how many years would I be under warranty,I was told that if I least I don't have to worry about anything that they would take care of everything all the maintenance everything that is necessary to keep the unit running in tip top shape,and that the unit I will need and that he recommends,in the end of the year I will receive rebates by what the solar panel make on electrcity and that I just have to pay a monthly payment for the service.Well I'm finding out what I was told is a scam, I'm paying more money for PG&E then I ever had, I'm paying a true-up fees that was never brought up and pay sunrun a true-up fee to that was never discuss in the end of every year, if I use up the electricity the panel use up,PG&E takes over so I have to pay PG&E the remainder.for a unit that is always going up yearly.I haven't seen a rebate or credit,and my unit is not always on.At house number 1 one of the transmitter that controls the power on the panels was out for 6 months that house has 32 panels and still have to pay a true-up in the end of the year I'v called them and complaint that the unit goes off even when the sun out,in the morning the sun is shining and the unit is still off,again I was told the unit is not always going to run right it going to have a little problem here and there.I talked to K .****** and ***** from sunrun I told them that I will like the system removed because everything that was discuss is base on a big lie and that they are not taking care of the unit right. Product_Or_Service: solar Order_Number: n/a Account_Number: ******************

Desired Settlement: DesiredSettlementID: Other (requires explanation) Take the units off both houses.Leasing is a rip-off and it has to stop.In order for me to get any rebates I have to sign a release paper releasing Verengo and Sunrun from any claims,debts,actions,cause of action,liabilty demands, damages and losses of whatever kind or nature,in law that are based on any acts.I told ***** why don't they give me a refund and a rate modification without me signing anything, I was told to sign the rate modification,refund and release.

Business Response: 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 *******, ***** ******* and ****** from Sun Run back from X-XX-XX till 3-21-15. On X-XX-XX I talked to ****** 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 ****** 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 ****** about a fixed rate modification or remove systems from both homes. On X-XX-XX I talked to ****** 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 ***** ****** 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. ******** 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. ******** 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. ******** had savings concerns regarding Solar System #2. Solution 2 Offered to perform a "Savings Analysis" as well and asked Mr. ******** to provide PG&E bills for the last 12 months to assess, total energy consumption, costs and solar production. In early April, Mr. ******** provided utility bills for the period April 2013 - March 2014. It was found that Mr. ******** saved money being a Sunrun customer. Please let me know if there's anything else to be provided from Sunrun at this stage? Thanks, ******* 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, ******** ********.

6/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: No response to my cancellation request. Been told that it takes 24-48hrs for the cancellation dept to respond to a cancellation request it's been 50hr On 5/25/15 I signed a contract for service. I was told by the sales rep that a contract would be emailed to me. No contract was received. Also found out online that despite contract stating that no liens were placed on property some were finding out that they were when they would go to refinance. This was unsettling to me. I called the customer service department on 5/26 and spoke with ********* at 2:47pm and he stated that I send an email to *************@sunrun.com stating I want to cancel the contract. I want written verification that this contract has been cancelled. In addition to multiple phone calls the following emails have been sent to their cancellation department. Apparently according to ****** and ******, there are NO phone #'s for the employees to call into the cancellation department. They are only allowed to send emails. This seems very odd in this day & age. These are the dates and times the emails have been sent and as of the time this is being typed I have yet to receive a response or confirmation in writing that this has been cancelled. On Tue, 26 May 2015 15:23:36 -0700 (PDT) I emailed in my cancellation request - No response has been received On Wed, 27 May 2015 12:09:30 -0700 (PDT) an email was sent by your sunrun employee is ****** ***** <************@sunrun.com> - No response was received to me On Wed, 27 May 2015 12:11:39 -0700 (PDT) I sent a follow up email immediately forwarding the email ****** ***** sent - No response was received to my email On Wed, 27 May 2015 18:02:18 -0700 (PDT) am email was sent by your sunrun employee ****** ***** <******@sunrunhome.com> - No response has been received to me regarding this email. On Thu, 28 May 2015 16:05 (PDT) I spoke with ****** ***** at sunrun who stated the cancellations team has not responded to her email that was sent on Wed, 27 May 2015 18:02:18 -0700 (PDT) I was told by ******, ****** and several other employees in customer service that cancellations are completed in 24-48 hours. However it has now exceeded 48 hours since the initial cancellation request was submitted via email. I want written confirmation that this has been cancelled!

Desired Settlement: I want Written Verification from Sunrun that the contract has been terminated. The cancellation request was submitted on 5/26/15 and I have yet to receive a response.

Business Response: 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.

6/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: SUNRUN COMPANY IS FAILING TO REPAIR FAULTY LEASED SOLAR SYSTEM WITHIN THIER CONTRACTED TIMEFRAME CAUSING MYSELF TO INDURE PAYING TWO ELEC BILLS I WAS ADVISED BY SUNRUN THAT THE SYSTEM WAS NOT OPERATING AND THEY HAD 5 BUISSNESS DAYS TO ADRESS THE PROBLEM , NOW ON THE 7 CALENDAR DAY I HAVE NO SOLAR SYSTEM NO REPAIR INFO AND AM PAING TWO ELECTRIC BILLS , I HAVE CONTACTED THEM SEVERAL TIMES WITH PROMISED CALL BACKS TO NO AVAIL .

Desired Settlement: CONSIDERING THERE CUSTOMER SERVICE I WANT THE SYSTEM REMOVED AND I WILL GO WITH ANOTHER COMPANY THEY HAVE THEMSELVES BROKEN THE CONTRACT BY NOT PROVIDEING THE REQUIRED SERVICE IN A TIMELY MANNER

Business Response: Initial Business Response /* (1000, 5, 2015/05/28) */ Thank you for taking the time to voice your concerns and we apologize for the inconvenience this may have caused. When the issue was discovered we had our partner get to the site as soon as we could to resolve the issue. A Specialist has attempted to contact you to let you know that the system has been back up and running. For the time the system was down you will be protected by our performance guarantee. Please do not hesitate to contact us if any other issues should arise in the future.

6/9/2015 Advertising/Sales Issues
5/29/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 5/2/15 our solar system malfunctioned, Sunrun waited till 5/9/15 to send notification that it was not operating. We responded immediately with the information that was requested, we followed up on 5/11/15 with a telephone call to insure the information was received. We then received another e-mail stating that the unit was broken and needed a technician to evaluate the problem. Our system has been off line for 14 days, and still nobody has even called to schedule a visit. There is a Sunrun field office three blocks from our home, they have at least three service trucks and numerous small vehicles, yet the technician is being sent from Fresno Ca. at least a 2 1/2 hour drive away. Last year the same malfunction happened and it was the same problem with getting service, then the tech. simply replaced a fuse and it was running again. Our complaint is based on a long process that has gone on and on, when it could possibly be solved in afew minutes using local sunrun employees. At the very least an evaluation of the unit to determine what is wrong. Product_Or_Service: home solar system

Desired Settlement: DesiredSettlementID: Other (requires explanation) As a long time Sunrun customer we have been subjected to numerous problems when our unit has needed repairs. We as the home owners ask that the 24/7 monitoring be actually 24/7 instead of waiting 7 days to alert us to a problem. Also if there is a problem with our unit it should be at least checked by a tech. immediately to determine the problem, then decide what to do. 14 days and still no idea what is wrong with our unit is unacceptable.

Business Response: Initial Business Response /* (1000, 5, 2015/05/27) */ Thank you for taking the time to share your experience with us. We are extremely sorry for the inconvenience this has caused and want to assure you this is not the normal process. We will investigate your case to find where this disconnect occurred to prevent this from happening in the future. We are consistently making strides to improve service response time along with customer experience. It looks like a technician was able to resolve the system issue. During the time the system was down you will be protected by our performance guarantee. Initial Consumer Rebuttal /* (2000, 7, 2015/05/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) The unit was repaired. however, it took 24 days to replace a fuse, when a sunrun service shop is only 3 blocks from our home. The technician that repaired the unit drove approx. 150 miles one way to our home. Very Very unbusiness like.

5/18/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My living situation (divorced) has changed in the past few years making solar more expensive than what I had before. I was given false information. When I signed up for solar my energy bills were high. I had 5 people living in my home and solar would bring considerable savings. My marriage was already in trouble at that point and the sales person said that divorce is a change in circumstance and would be considered regarding the contract. I am divorced now. I am an airline pilot who is only home half the month. I live in my home alone. The home is underwater and I agreed to take the responsibility of the home during the divorce. Solar through sunrun is a higher cost than traditional PG & E. I contacted Shad Waldron from sunrun and gave him my info. He said he would do a savings analysis and would work with management to check alternate paths. He did do an analysis and found that solar was no longer saving me money, In fact it was costing me money. The only alternate path management would give was to go on a balanced billing plan which I do not need. He advised that they had nothing in place when there is a change in circumstance like divorce. This was completely misleading when the sales person explained this to me initially. So, I'm single living in an underwater home half the month, paying a high price for solar that I don't need. I was mislead while signing up and sunrun has nothing in place for a change in circumstance. I'm trying to be responsible and pay my bills but sunrun has been misleading and offered zero real solutions.

Desired Settlement: Take all solar components from my home and let me go back to PG&E or renegotiate my contract due to a change in circumstance.

Business Response: 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.

5/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Payment for under performance of solar cells made out to incorrect name. Cannot get Sunrun to correct this mistake in over two months. Sunrun sent a check for under performance of my solar system to a non existent name. I have called them many times during a two month period and cannot get them to change the name on my account or to send me the check in the correct name. Every time I call I am told that this problem is being looked at and will get a response in the next day or two. That has not happened.

Desired Settlement: I want Sunrun to put my name on my account and send me my refund check.

Business Response: 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 BBB Sunrun has finally responded to me and has sent me the check and apparently has corrected the name on my account.

5/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My residential solar energy system is under producing since October. SUNRUN is responsible for maintenance. SUNRUN has been unresponsive to the issue. On December 12, 2014 we contacted Sunrun about underproduction by our leased solar system. They confirmed it appeared to be under producing and we received a letter from them that service should be scheduled within 5 days. After several calls a technician finally showed up on January 7. He glanced at the panel and suggested that the problem was the electric utilities issue. On further investigation by us the system has been under producing since October. On January 13 I called Sunrun again and ********* said he would flag our case as a priority and we would hear from a technician. Today, January 28, I called Sunrun customer service and asked to speak to a supervisor. ***** put me on hold and then returned saying no supervisor was available, but one would call me today. No phone call was received. It has been 6 weeks since we identified the problem and Sunrun has yet to address it.

Desired Settlement: I expect the system to be repaired or replaced to meet the production expectations established by Sunrun in our contract.

Business Response: 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.

5/7/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The Sales men totally mislead me into believing I was purchasing the equipment and adding value to my home by doing so The savings were not as stated Real Goods Solar, ******** sold me the fact that I was purchasing the solar panel system and improving the value of my home. The contract was longand faint and the explanation was not the power purchase agreement language at all. I did not understand that the panels were not mine and the savings were never there. After three years I had it revised as they were not performing but the savings again did not seem to be there. I started requesting the savings analysis in October and emailed dozens of times requesting response. One email came saying they were working on it then nothing. I got the attention of billing by not paying while I waited for the study. It was at this point ********* wrote saying they would come disconnect and require $19637 payment. It was a t this point I realized I was not purchasing the system at all and after having paid for four and a half years I had not knocked the price down at all. I spent hours calling and trying to work this out with completely unprofessional customer care. When I asked to speak to the manager I got Brook who refused to help or even give her last name. Eventually it was escalated up to****** ******** who tried to claim he did not have the energy billing to do the analysis. After hours again on the phone and with PG&E the numbers were submitted to me in a completely illegible format. Upon request of a readable version I was supposedly sent a black and white version and there was no attachment. More emails and no response until I finally got******'s direct email. He continues to claim the equipment cannot be removed and will no longer be in the department and can not help any further. The savings are not what was promised, the panels have never been maintained as was promised and now come to find I am stuck with an old system which I don't even own.

Desired Settlement: Removal of Low Quality Equipment at no charge to me

Business Response: Initial Business Response /* (1000, 5, 2015/04/20) */ Thank you for taking the time to share your concerns with us. We apologize for the poor communication you have experienced thus far. Please rest assured, this is not our common practice nor the customer experience we want to provide. After reviewing your file its looks like you are in contact with a Specialist. In addition, the system was reactivated on Friday 4/17 and a panel washing is scheduled for this week. We appreciate your patience as we continue to work together to resolve these concerns.

4/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My wife and I are in our 70s who own our home. On Sept.2014 we met with a sales representative from Sun Solar. Although we were unsure during the meeting as to sign with Sunrun to install solar panels on our home the sales rep. told us if signed immediately we would receive a $500.OO REBATE FROM THE NEXT SALE HE WOULD MAKE from going "door to door". Additionally, we would be GUARANTEED a 2014 tax break because the work would be completed before the end of 2014. After numerous calls and inquiries, we never received a tax break because the work was not completed in 2014.and never received the $500.00 In my personal opinion this company engages in false advertising and lacks integrity customer satisfaction. ******* ******* Product_Or_Service: SOLAR PANELS Account_Number: *****************

Desired Settlement: DesiredSettlementID: Not applicable Get a $500 check from Sunrun Solar and a $500 check from 1st.light energy

Business Response: 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.

4/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been waiting 3 months for a check Sunrun owes me, every time I call not one person has an answer as to where it is. waiting 3 months for a check that Sunrun owes me, they said it would take a couple weeks. I have called and emailed TOO MANY TIMES to count. No one has an answer for me.

Desired Settlement: I want my production guarantee check sent to me.

Business Response: Initial Business Response /* (1000, 5, 2015/04/09) */ We do apologize for the delay; this process typically takes 4-6 weeks. After reviewing your file it looks like your request for a check was on 3/6/2015. In addition, we expedited this process and a check was Fed-Exed to you on 4/6/15. According to tracking it is scheduled for delivery today. If you would like information on tracking the check, please reach out to the Specialist you have been in contact with.

4/27/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ihave asked for a call from their management for three years no call.this is a rate issue . my electric company ***** charges .10 per kill sun run is charging me 15. where is my 10 to 20 percent savings. over the three year period there is now a bill in disagerment.and my system was shut down by sun run without notice

Desired Settlement: a telephone call to talk over the matter with a manager that has the authority to make a decision

Business Response: 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.

4/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: They have not paid the promised referral fee I purchased a solar system from this vendor. As is common practice in the Solar industry the referring party was promised a $500 referral fee. 1st I was told that the fee would be paid when the deposit was received by Sunrun (8/29/14) when that didn't happen I was told when the entire system was paid for (10/21/14), when that didn't happen I was told at 30 days after installation (11/20/14) since then I just have been getting a run around with no answers.

Desired Settlement: Immediate payment of the promised referral fee.

Business Response: Initial Business Response /* (1000, 5, 2015/02/06) */ Thank you for reaching out to us with your concerns. After working internally to solve this issue we found that in order to complete this pay-out we need a signed W-9 form. We have sent one to you and as soon as we receive a signed copy the payment will be processed. If you have not received this form please reach out to the Customer Care Representative that has been in contact with you to update your contact information. Initial Consumer Rebuttal /* (3000, 7, 2015/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The W9 was returned nearly 2 weeks ago but payment still has not been received. Final Business Response /* (4000, 9, 2015/02/24) */ Your referrer's W-9 has been received for processing and a gift card can be expected in a few weeks. Thank you for your patience. Final Consumer Response /* (2000, 19, 2015/04/27) */ Payment has finally been received

4/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The sales rep for solar universe mis rep what we were leasing and what we got sun run told me that were sorry but that have a contract i need help We are not saving money that the rep said we would we pay 193.00 a month plus Edison bill

Desired Settlement: Lower our monthly payment or remove solar

Business Response: Initial Business Response /* (1000, 5, 2015/04/07) */ Thank you for taking the time to share your savings concerns with us. After reviewing your file, it looks like you have been in contact with a Specialists and actions are underway to resolve your savings concerns. Thank you for your patience as we complete this process. Initial Consumer Rebuttal /* (3000, 7, 2015/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are talking but nothing has been resolved as of this date Final Business Response /* (4000, 9, 2015/04/20) */ We are happy to hear that you have been in contact with a Specialist. The documents required have been mailed directly to you. As soon as we receive the signed copies we will be able to resolve the issue. Thank you for your patience. Final Consumer Response /* (2000, 11, 2015/04/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The company is unable to provide energy production information for my solar system. After numerous requests, the company is still unable to provide the energy production information for my solar systems. I have two solar systems installed at my house and the company is unable to provide energy production and monitoring information for both systems. Doing so, I'm unable to obtain the total energy production of both systems and to verify the production stated on the monthly invoices. Also, I'm unable to verify the yearly production and to confirm over or under production amounts. I'm unable to monitor and detect any system failures.

Desired Settlement: I request the replacement of the current energy meters with new energy meters allowing me to obtain real time energy production information for BOTH solar systems. Locus Energy provides a range of hardware to collect performance data from solar PV systems.

Business Response: 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.

3/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Received first bill in December for 630.00 due on 2/1/15.Billed for service I did not receive in 9/14 and 12/14.Discrepencies and errs made by Sunrun. I received my 1st bill from Sunrun on 1/15 for 630.00.I contacted Sunrun for an explanation of the bill because I was unaware that I was even on the grid.I was told that PSEG, my electric co., installed my net meter on 9/24/14 and that was my "permission to operate" day, in other words Sunrun began to bill me from that date.My first system failure was in 10/14 when I had discovered that my 2 panels in my basement did not have any power.I called Sunrun and they told me that they will get me service to fix the problem but since I was not on the "grid" yet, their system had not detected that there was a problem and grid customers have priority.It took 2 weeks to have my issue resolved, during that time I was being billed by electric co. too.I noticed my 2nd system failure on 12/8 and called Sunrun and they told me the same thing as the 1st failure (I was not on grid and did not have priority). They said I should hear in 5 business days from Roof Diagnostics to fix the issue.I called Sunrun about 10 days later and was told that Roof Diag, just picked up my ticket that morning and that they would be notifying me to schedule an appt. I did not heard back from Sunrun or Roof Diag. for another 2 weeks.My fiance tried restarting the 2 panels several times and the system finally stayed on.I called Sunrun after 12/27/14 and told them that no one contacted me and they said according to their records my system is operational because Roof Diag. reported to them that they came to my home and installed a part and then system came up.I told the rep. that no one called or came to my home, my panels are in my basement and the technician would need to be let in.I told them that my fiance was able to get the system up and running but I would like someone to check why there was a problem.They did not comment on that.I was without Solar for over 4 weeks in Dec. 2014 and was being billed by Sunrun and my electric company.Because of lack of communication and discrepancies and errors that Sunrun has caused, I was billed 195.00 for the Solar I did not receive and also by electric co. My monthly bill was approx. 400.00.Bootom line is that I was not aware that I was on the grid and being billed. And the reps. at Sunrun stated that I was not on their grid either and that is why I did not have priority. After I made the calls for my 2 system failures, I received an email from Sunrun stating that my system is down (otherwise they would not have known).I finally received an email from Sunrun in January 2015 congratulating me that I have gone "Solar".Meanwhile I was paying for a service I did not receive.I was told both times when I called Sunrun to notify them of my system failures that when I am on the grid, Sunrun will be aware of any issues and contact me instead of the other way around.I emailed Sunrun in January asking for compensation and they have not responded. I mentioned that I would file a complaint to the BBB. Another discrepancy is the cost of my Solar bill.I was told that I would get 5.00 off per month if I enrolled for ach which would make my bill 195.00/month.I received a few emails from Sunrun encouraging me to sign up for ach payments and they would give me a $15.00 credit every month.When I contacted them they said my bill is originally 210.00 and will go down to 195.00.I sent Sunrun a copy of my agreement which stated that 195.00 is with $5.00 credit per month.I never heard back from them.

Desired Settlement: I would like to be refunded for the 6 weeks that my system was down. And I want my monthly bill to reflect the $15.00 credit which would amount to $185.00/month

Business Response: Initial Business Response /* (1000, 5, 2015/03/02) */ Thank you for your patience while we worked internally to solve these billing and production issues. A Specialist has been in contact with you in regard to the next steps and we look forward to improving your solar experience. If any more questions or concerns arise please reach out to the Specialist you have been working with. Initial Consumer Rebuttal /* (3000, 7, 2015/03/09) */ Hello, I am still in communication with Sunrun. They offered me a resolution which I would accept if they replace or fix my larger inverter. I continue to have arc sensor failures on my large inverter, therefore it is not producing any electric from those larger panels and in turn causing my electric bills to go up again. Thank you for following up. I will provide updates. -**** ****** Final Business Response /* (4000, 9, 2015/03/16) */ We are happy we could resolve this final inverter issue. Thank you for your patience and we will continue to closely monitor the system. Please do not hesitate to contact us for any other issues that *** arise in the future. Final Consumer Response /* (2000, 11, 2015/03/26) */ Hello, I am pleased to say that my issues were addressed promptly and resolved to my satisfaction. This complaint can be closed. Thank you for your intervention in this matter. It is greatly appreciated. Sincerely, **** ******

3/12/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Double charged on the amount that I submitted. Have been trying to get the charge reversed and I keep getting the run around. On 1/30/15 I submitted a payment of $383.95 online for my bill. On 2/2/15 I should 2 payments for this amount coming out of my checking account. I called my bank and they said that it look like an error to contact Sunrun. I contacted Sunrun and spoke with ******* about the double charge, she said that it would take 5 days for the reversal or if I needed it quicker should could escalate it. I told her that I needed it quicker to pay other bills. On 2/6/15 I still had not heard or seen anything happen. I called and spoke with ******* a supervisor who said that she would look into it and get back to me. 2/10/15 I haven't heard from anyone and my account has not had the refund yet. I called and spoke with Hope who transferred me to ********* who said that my account showed that it was escalated on 2/9/15 to engineering and that I would have to wait since they do not come into the office until 9:30PST. I am EST so I need to now wait until 12:30 for someone to read an email. This run around is getting ridiculous, they do the error and now I am paying for it.

Desired Settlement: I would like my $383.95 that they took from my account to be refunded ASAP, I have other bills that I need to pay with this money.

Business Response: 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.

3/2/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Product not performing as indicated in contract. No resolution provided at 2 1/2 years into agreement. No response to calls and emails. Product not performing as indicated in contract. No resolution provided at 2 1/2 years into agreement. No response to calls and emails. Applying my credit to currently monthly amount due, which has not been adjusted due to under performance. Customer care issues from the day after I signed the agreement. Account #************** ***** Lane was last working on my account. XXX-XXX-XXXX ext. ****

Desired Settlement: Compensation for loss of buyback to local electric company, additional panels installed at no charge to compensate for under performance and retro adjustment to all payments made from inception.

Business Response: Initial Business Response /* (1000, 5, 2014/12/29) */ Thank you for bringing these concerns to our attention. We have reached out to you in an attempt to resolve this issue. When you are available, please reach out to us to discuss your concerns. Initial Consumer Rebuttal /* (3000, 7, 2015/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received their message and returned leaving a voice mail. They have offered $50 off each monthly bill for 1 year while they evaluation the problem. They did not credit my account for funds already paid as they committed to do months ago. No return call has been received to date and their product performance does not meet the terms and conditions of our agreement. Final Business Response /* (4000, 9, 2015/01/14) */ We are happy we could come to a favorable solution after making contact on January 6, 2015. We appreciate your patience while we worked to resolve this issue. Do not hesitate to contact us with any other concerns that may arise. Thank you for being a Sunrun customer. Final Consumer Response /* (4200, 11, 2015/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Only a discounted monthly amount offered for a period of twelve months effective January 1, 2015. This discounted monthly amount was not applied retroactive to August, 2014 as they had indicated they would do. They applied a credit on my account to the full monthly amount from August to December 2014 and refuse to credit as promised. Seeking the advice of an attorney to further explore my options.

2/20/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The Sunrun solar system we purchased in May 2014 is not performing to contract, and certainly not to the salesman's claims at contract signing. ******* ******, salesman for Sunrun sold us a solar system on 5/29/14. He made promises, in writing, which convinced us to purchase the system. Since 9/4/14 when the system was made operational, it has NOT met the monthly targets of the contract, nor has it met the Sunrun MINIMUMS per their customer website. They did a design 3 times before coming to this array layout. We immediately complained that installing panels on the North side of our house would not be as effective as the sun does not shine well there. Yet, they installed 6 of the 18 panels on the north side. Every month, since installation the system has failed to produce enough kwh to meet the minimum per contract. We requested they move the panels to the south and/or west side which is very easy to do. They have refused. I have tracked the solar production every day since 9/4/14. It matches Sunrun records. They admit the website curve is not correct, but refuse to change our system. They suggested we cut down trees around our house!! There was no mention of this when we signed the contract that they were guaranteeing performance! We have been paying Sunrun $.16/kwh to $.278/kwh for the last 3 months. They claim if the system doesn't perform they will reimburse us $.141/kwh. This is fraudulent to build an underdesigned system, charge more per kwh, and then reimburse us for less!! They claim the summer months will make up for the last 4 months. If that were true, the kwh output would have been in overperform stage for September and October since they were high sunlight months here in *** *****! We have spent many weeks trying patiently trying to get Sunrun to revise the layout on the roof for better results.

Desired Settlement: Either: 1. Relocate the 6 North facing panels to the south and/or west side of the house. 2. Remove the entire system and repair the roof and garage and side of house and terminate the contract.

Business Response: 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 BBB 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.

1/28/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Their advertising states, and we were told by the salesman, we would start saving hundreds of dollars every year. We now pay more for electricity. On 12/05/2011 we entered into an agreement with Sunrun to provide solar panels for the express purpose of saving a substantial amount of money on what we pay for electricity every month. At first it appeared we were saving a substantial amount. We later learned there was a malfunction of their equipment and it was not reading properly. Since that time we have contacted Sunrun on numerous occasions to find out why we weren't saving any money and in fact paying more. We have been given the run around with no resolution. Every time we start getting somewhere with a representative that person is no longer available and we get switched to another person. They even went so far as to say they ran an audit and we saved $71.99 even though we cut consumption by 13%. When I added up what we were paying Sunrun and SCE I found we actually paid $397.65 more that year. I wonder what it would have cost us if we hadn't cut consumption. We have also had numerous equipment problems and they keep billing us for $419.35 when it is obvious the problem is their equipment. On the statement showing usage for 7/01/2014 to 7/31/2014, after a new meter had been installed, it showed a Start Reading of 1 kWh and End Reading of 70 kWh. The next month it showed a Start reading of 11,757 kWh and End reading of 13,480 kWh and the next month it showed a Start reading of 667kWh and End reading of 1,175 kWh. I'm not a rocket scientist but it seems obvious to me their equipment is still malfunctioning and not reading properly. When we brought it to their attention the person we spoke to, **** ******* said not to pay it, he would take care of it and get an adjustment. We were later informed Mr. ****** had been "transitioned" to another department. Since then we have not contacted Sunrun and are pursuing other avenues to get this resolved. ADDITIONAL DETAILS: Case is being handled by another organization: ********** Contractors State License Board

Desired Settlement: I either want them to actually save us money every month, and I don't mean a couple of dollars, I mean the hundreds of dollars their advertising and sales people say we will save every year. Or I want them to remove their equipment from my roof and fully repair my roof and wall so it all looks like it did before they installed it.

Business Response: Initial Business Response /* (1000, 5, 2014/12/12) */ Thank you for bringing your system and savings concerns to our attention. We are working to resolve these issues and greatly appreciate you taking the time to explain the details to us. We will reach out to you when we have an update. Thank you again for bringing these concerns to our attention. Initial Consumer Rebuttal /* (3000, 7, 2014/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have heard this refrain many times in the past and nothing has been done to resolve the problem. This has been brought to Sunrun's attention many times since the system was turned on. We have talked to many people at Sunrun about this and to date nobody has done anything but repeat the same garbage. Final Business Response /* (4000, 10, 2014/12/29) */ Thank you for taking the time to work with us while we resolved this issue. We value you as a Sunrun customer and look forward to a great continued relationship. Final Consumer Response /* (4200, 12, 2015/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are seeking legal advice on their proposed resolution. Although we agree with all of the modifications they offer, they want us to sign a release that takes away all of our rights to take any future action against them even if they have done something wrong that we are not aware of at this time. That doesn't sound like a good idea considering all the problems we had just getting them to admit we are paying more than we were before their equipment was installed. If we are wrong and our attorney says we are still protected by Section 1542 of the California Civil Code regardless of what their wording is in regard to "unknown" claims we will probably sign the modification. Thank you, *** *******

1/15/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They offered a $5.00 discount for automatic withdrawal from my checking account. They then increased the bill $5.00 per month so it is now the same. We thought we were purchasing a solar system but it ended up we were leasing the system for 20 years. Initally we were told we could prepay the lease in 90 days but the work wasn't completed for over 90 days and we then tried to prepay the lease and it was refused. This all started in May of 2014. Our monthly bill from Sunrun was $80.00 and we were paying it on a month to month basis. Sunrun contacted us through email offering a $5.00 discount per month if we would have it atomaticly taken out of our checking every month. We gave them our routing number and the first months payment came out at $80.00. The same as it was before we went to autopay. I contacted Sunrun and they informed me that, we should have been paying $5.00 more each month that we didn't have autopay. Our contract says $80.00 per month for 20 years not $85.00. They obviously are not good for their word and we are paying, I believe. $5.00 more than we should on autopay.

Desired Settlement: We believe we should be refunded the extra $5.00 for each month it takes to settle this dispute and our bill should be reduced to $75.00 per month for the remainder of the contract.

Business Response: 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.

1/14/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Sunrun made an billing error with my account, they owe me $4950 and wont send me a refund check. I called customer rep, they dont know anything. I paid my 2 PV system with my 2 bank issued checks to Sunrun, but when I login to the Sunrun account and it show I am past due when I have paid them in full, I paid $4950 extra to them with credit card and I have been asking for a refund for that amount, Sunrun customer care emailed me and said the check was mailed out on 11/04/2014. But I have been waiting and dont see the check, I emailed them on 11/03 and 11/26 again and they just closed my ticket without contacting me, I called them on 12/23/2014 and the rep said he will email me when he find out more about the check but didnt. They keep avoiding to pay me back the extra payment i paid to them.

Desired Settlement: I need Sunrun to pay me back my extra payment of $4950 to me immediately. Its been 2 months since they said they mailed out the check but I still dont see it.

Business Response: Initial Business Response /* (1000, 5, 2015/01/12) */ We apologize for the delay in getting this refund to you. A check had been sent on 11/4/14 but since you did not receive it, a new check has been sent on 1/9/15 via Fed-ex (tracking number: XXXXXXXXXXXX). This check should arrive Monday 1/12/2015 by 5PM. Thank you for your patience as we work to resolve this issue. Initial Consumer Rebuttal /* (2000, 8, 2015/01/14) */ After I filed the compliant and sent Sunrun the case number, Sunrun finally take my issue seriously and send me my refund check via FedEX on 1/12/2015. It took 3 months and numerous emails and phone calls to get back my money, it is very annoying and ridiculous! I wish Sunrun can improve their customer service support from their Accounting department and customer service department!

1/9/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: unsolicited postal advertisements I have been receiving unsolicited postal advertisements from Sunrun. I have contacted them to remove my address from their mailing list, but their automatic email system rejects my emails.

Desired Settlement: Remove the following name and address from your postal mailing list and cease to rent or trade my contact information with any other organization.

Business Response: 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.)

12/22/2014 Guarantee/Warranty Issues
12/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My SunRun bill due date is Monday, December 1, 2014. On Sunday, November 30, 2014 I attempted to pay bill online and while submitting payment I received an online error message. On Monday, (time 15:39PM PST) December 1, 2014 I received a SunRun e-mail "thank you for your payment of $108.72 and has been processed and will take up to 72 hours to apply to your checking account." Confirmation number: XXXXXXXXXXXXXXXXXXXXXX. On Thursday, (72 hours latter) December 4, 2014 my checking account displays (3) separate $108.72 SunRun withdrawal transactions. I immediately called Sun and spoke with ******* who after requesting the (2) separate $108.72 SunRun withdrawal transactions returned back soon as possible into my checking account explained this would take a few days and mostly likely closer to next billing cycle 30 DAYS from now. The following day I called to speak with a Supervisor and spoke with Beri who once again proceeded to provide identical resolution about returning my (2) separate $108.72 SunRun withdrawal transactions after a few days, but, probably would not happen until the next billing cycle and would be credited to my next bill next Month. I agreed to stop our phone conversation after I was told more investigating will be done and a return phone call will happen. To date, I've received no return phone call. This is so unfair. Both SunRun representatives both agreed a total of (3) $108.72 SunRun withdrawal transactions did occur. I have my checking account as well that these (3) $108.72 separate SunRun withdrawal transaction occurred. This is not fair. Total of $217.44 should be returned to my checking account ASAP and not held as credit for the next bill. Product_Or_Service: Solar Power Order_Number: XXXXXXXXXXXXXX Account_Number: XXXXXXXXXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund Total of $217.44 returned to my checking account as soon as possible.

Business Response: Initial Business Response /* (1000, 5, 2014/12/12) */ Thank you for bringing your concerns to our attention. We are working internally to resolve this issue. We greatly appreciate you taking the time to discuss the details with us. Initial Consumer Rebuttal /* (3000, 7, 2014/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a phone call message on Thursday, December 11, 2014 from (XXX) XXX-XXXX SunRun Representative Mr.****** who's voice message assured me SunRun Accounting Department were doing everything possible to credit back my 2 separate $108.72 back into my bank account ASAP, especially after reviewing and seeing statement agreeing 3 separate costs of $108.72 were removed by SunRun. To date I've not received my total $217.44 back into my banking account or any follow up phone call back from Mr. ******** SunRun Accounting Department is inadequate when more than 3 working days have past for 1 customer and unable to resolve this issue.I should also receive interest for taking so long. SunRun follow up response dated Friday, December 12 " Thank you for bringing your concerns to our attention. We are working internally to resolve this issue. We greatly appreciate you taking the time to discuss the details with us. " Appears to be another delay tactic on their Account Department. Very counterproductive after this long. Very unprofessional. I will be sure to inform everyone I know here in our neighborhood how inefficient SunRun Solar Accounting Department can be. I expected my $217.44 credit back into my banking account the following day Friday, December 12, 2014. Here we are Monday, December 15, 2014 and this issue continues. Final Business Response /* (4000, 9, 2014/12/16) */ Please accept our apologies for the length of time it has taken to resolve your billing issue. Earlier today (12/16/14), we sent you an email with two accounting reports attached. These documents indicate that two credits were applied to your checking account on 12/12/14. Please be advised that it typically takes five to seven business days from the transaction date listed on the accounting reports for refunds to post to your account. Please refer to the email attachments for further details and do not hesitate to call us directly with any other questions or concerns. Final Consumer Response /* (2000, 11, 2014/12/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) The issue of credit amount returned has been resolved and I appreciate Mr. ****** **** working with Billing Accounting Cyber Source quick response and keeping me updated and I do have the ability to view online SunRun Website the correct amount $108.72 due Thursday, January 1, 2015. However, the invoice PDF file dated 12/1/2014 continues to display incorrect billing amount $217.44. This is the only issue pending and would appreciate this also being corrected ASAP. Thank you *******

12/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sunrun Solar failed to show up at our home for a scheduled consultation. We spoke with Sunrun salespeople at Costco and they set up an appointment for a home consultation on Friday, Nov. 7, 2014 at 3 pm. I have the appointment card. After waiting for a half hour we called Sunrun and were told that they didn't have an appointment on their books. But when we gave them our name, they had our address and asked us if we "still had all those tress." Then they said that solar wouldn't work for us. But they never had the courtesy to call and say they would be coming out. It feels like they decided they couldn't make money and just blew us off. It was very rude and we wouldn't use this company for anything! We had a solar evaluation a few years ago and were told there was a roof face that would work, so this discourtesy by Sunrun was just a slap in the face.

Desired Settlement: Sunrun owes us a huge apology for being rude and wasting our afternoon. We arranged our schedule to be at home at the appointed time and patiently waited a half hour. The appointment was made two weeks ahead, so they could have called if they decided it wasn't worth their time. Their action (inaction) was incredibly RUDE and thoughtless. Not a way to run a successful business. We have complained to Costco and will tell anyone who is looking into solar not to use Sunrun!!

Business Response: Initial Business Response /* (1000, 5, 2014/11/25) */ Thank you very much for taking the time to bring your concerns to our attention. Sunrun takes all customer concerns very seriously. Please accept our sincerest apology for the trouble you experienced. Thank you again for bringing these concerns to our attention.

12/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Not taking action on a system failure for more than 7 days My inverter assembly is not working and not producing electricity. It has a front panel error code of STANDBY STATE 555. Called SUNRUN on 06 Aug and was told it is a cooling fan issue and a repair rep would call me the next business day. The next day came and no rep called so I called back and talked to ***. She said there was no record of a failure on my system but she would be happy to initiate a failure report. We did (case #XXXXXX)and she said a repair rep would contact me shortly. At the end of the day I called again to tell them a repair rep did not contact me and was then told by a gentleman that SUNRUN has 48 hrs to initiate repair. I waited until Friday and called again and the lady informed me that SUNRUN had just submitted the request for repair on THURSDAY late afternoon and it could take up to 5 days for a repair rep to contact me. She claimed the error code has to be evaluated via remote login to insure that the service technician has the correct parts to fix it. I told her the error code has been present for 10 days now and it is consistent and if they were monitoring like they claim they do, they would of known it and initiated action without my intervention. All this time no electricity is being generated and my electric bill is skyrocketing. SUNRUN is complacent in there promise to: Monitor system performance Take action to correct any discrepancies that affect the production of electricity.

Desired Settlement: A quick replacement of the cooling fan in the inverter assembly that is causing the system to shut down due to overheating.

Business Response: 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 BBB 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.

12/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We signed a contract with Sun Run to put at least a solar system ont root with the guarantee our electric bill to be lower. A 5,471 kWhs for $100. mt The system that they put on our roof has not meet the 5,471 kWhs on the contract and so they said that the system needs to be on the roof for one full year to get the whole picture. After one year later they are now saying they need two years and any kWhs the system is lacking they will pay us back .22 cent per watt which adds up to about $55. total. Meanwhile my total electric bill between Verengo and Edison is approximately $40. more per month times 12 months. Sun Run designed the system so that I would have a lower electricity bill each month like there radio ad states. I told them to add the 8 panels and change the 3,000 watt inverter to 5,000 watt inverter to bring the system to the 5,471 kWhs the contract states and they said that will take another contract.

Desired Settlement: Put the system that I agree a 5,471 kWhs system. This system was sized by Sun Run to make my electric bill be lower and plans will drawn up and approved by Sun Run and I have no knowledge in how many panels I need on the roof or if the plans that were approved had enough panels. Sun Run used a 3,000 watt inverter XX - XXXwatts panels and if you do the math 5,471 kWhs divided by 260 watts = 21 so Sun Run owes me 8 more panels and a 5,000 watt inverter for my system I signed up for and Sun Run claims the my electricity bill would be lower with there system on my roof.

Business Response: 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 BBB: Hi ******, 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, ****** ************* Customer Care Escalation Specialist Sunrun Inc. p ************ ******** f ************ 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, ****** ******* Final Business Response /* (4000, 15, 2014/10/01) */ Thank you for contact us through the BBB 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.

11/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was told when we need a new roof within the 20 year contract, it would not cost anything to remove/reinstall the solar equipment. My wife and I were told a lie by our 2 salesmen from Sunrun the day they presented our solar panel agreement. One of my first questions to them was "what happens when we need a new roof". There response was "we're one of the only companies that offers this, we will come back and remove the equipment and then re-install it when the job is done - at no cost. I thought, wow, that's great. I never shopped around for another company and I never thought to look for that in the contract, because they were one of the only ones who offers it-so I thought. We signed up. I only found out they were not going to honor this when I referred a friend and he asked the same question.They told him it would cost $1000-$2000 for the R&R. When he told me, I called to make sure that was something new, because we have been with solar a couple years and I thought they changed the policy. My 1st email was answered on 8/13/14. After that I received a phone call 16 days later telling me they were trying to get an answer for me. the next phone call was, I had to pay if I needed the panels removed and reinstalled. I thanked them for the call, but told them to email me any further info. the email was 9/4/14. They have not contacted me since. I have sent them. I have emailed them 3 other times 9/9/14,10/2/14,10/29/14.No replies. All I want is for them to acknowledge the fact that their salesmen made a mistake and note it in my contract, that when the time comes, there will be no cost for the R&R of the panels. Just as a side note to show how the salesmen operate. When they arrived at our house the first thing they said was "are you in love with that tree?" I said "no, I wanted it taken down anyway." They said we'll pay to have it cut down." WOW, I thought. Because that was extra in my mind, I had them note it in the contract. Of course the install came and went. The tree still stood. I asked "what the tree?" "Oh, it didn't need to come down", but because they put it in the contract the tree did come down at their expense. Is this what their sales people do all the time? I have 2 examples of promises that they tried to back out of. I my mind, that is not acceptable. I have an email that I sent to Sunrun saying, your salespeople should be careful about what they promise( in regards to the tree cutting ).

Desired Settlement: Because the company presented me with the "we're one of the only companies that does this" line, I'm looking to have, in writing, a statement saying, when it is time for a new roof, I will not be charged the $1000-$2000

Business Response: Initial Business Response /* (1000, 5, 2014/11/18) */ Thank you very much for bringing your concerns to our attention and for taking the time to discuss a resolution to those concerns. If you have any additional questions or concerns in the future please do not hesitate to contact us directly. Initial Consumer Rebuttal /* (2000, 7, 2014/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a phone call from Sunrun 1 day after submitting my BBB claim. They told me that the install company ( Roof Diagnostics ) was bought out by( NRG ). When we had our system installed by Roof Diagnostics, the no-cost of the removal and re-install was something they offered. Since the buy-out by NRG, they no longer offer that. The woman that I spoke to, apologized to me, and said that they were not aware of that offer. They are noting in my account and sent me an e-mail saying that we will not have to pay for the removal and re-install of the panels when we need a roof in the future. That's all that I wanted. Too bad it took almost 3 months and a BBB claim for an answer. Thank you.

11/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After signing a contract with SunRun, I've received horrible customer service regarding a solar panel install. I was referred from Costco in April 2014 for solar panel installation via REC Solar, which has now merged with Sunrun...made an appointment for the salesman...no-show. I called them. They apologized and sent another salesman. Ok...no biggie...it happens. *** ******* was my salesman. I signed a contract and paid my deposit. They promised install within 12 weeks and they ''would take care of everything''. 8 weeks later I've heard nothing. So I email them, call them..no returned calls. I called and emailed my project managers, with no response. I then received a call from a rep at SunRun - a recorded call - that basically wanted me to verbally confirm that I would be paying them the full contract price. Of course at the time I had no idea there was trouble looming. I asked the rep at that time if there was anything I needed to be doing. He said, ''no, its all being taken care of''. Then I receive a "form" email from *** ******* (a SunRun rep) that said that they were waiting on me to obtain approval from my HOA, after I was told by 3 different people that they would take care of HOA approval. I emailed that explanation within one minute of ***'s email. (It wouldn't have been a problem for me to take care of HOA approval if I'd been told to do that) - but I wasn't - I was told that everything was being taken care of. Still, probably no biggie and I could do that. But... No response to my email. A week later I emailed the entire SunRun team: *** Fonseca, ***** *********** ******* ****** ******* ****** and SunRun Customer Service. No response.3 days later, I emailed them again and received an email response that said that another rep, Bill, would get back to me. Nothing. Fully 12 days later I emailed everyone at SunRun and my original salesman, *** called me back. He told me that 1.) indeed it was my responsibility to obtain HOA approval and 2.) my "new" design that I "should've received several weeks ago" was going to produce 30% less power than they promised (so less power than I use monthly) and I would need to sign the new design plan. WHAT? So despite many calls and emails, I was never told that there was a new design. This is a total bait and switch. But wait...how was I supposed to get HOA approval for a design that was never sent to me? Later that night *** sent me the design plan. Its totally unacceptable and won't produce the power I need. It turns out their panels produce about 25% less power than other company's panels (SunPower panels are apparently more efficient). So I call and email SunRun the next day to discuss options. I received a call from **** ********** apparently a supervisor rep at SunRun, and explain my debacle. **** then tells me that my project had been on hold since Sept 22 (5 weeks ago!!) awaiting my approval of the new (less power) design plan. He blamed **** my original salesman, for not getting this to me. WHAT? I've emailed. I've called. I've done everything I could to try to get any information from SunRun. All attempts to contact the company were met with either radio-silence or BS about HOA approvals. So I asked **** to release me from my contract. He said, ''ok'' and that he would get right back to me. I emailed everyone at SunRun and requested release from my contract. I asked for a response within 24 hours to confirm - mainly so I could start shopping for another company. You guessed it: NO RESPONSE.

Desired Settlement: Release from my contract. I want nothing to do with this company.

Business Response: Initial Business Response /* (1000, 5, 2014/11/17) */ Thank you for bringing your concerns to our attention. We take customer concerns very seriously and appreciate the chance to resolve your concerns. We apologize for the what transpired but are glad we were able to meet your request in releasing you from your Sunrun agreement. If there is anything that we can do for you in the future please let us know. Initial Consumer Rebuttal /* (2000, 7, 2014/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) They let me out of the contract. The outcome was acceptable;

10/27/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Sunrun solar is not favorable to buyer because it is costing more than power from PG&E. Sunrun sold a 20 year contract to my 91 year old Uncle who was on morphine and oxygen. He passed away 60 days after contract went into effect on 4/1/13. Eighty-six year old Aunt needs to move to care facility. Offer on her house rejected by Buyers who spoke with Sunrun's transfer department because the Buyer (lawyer) said contract is completely in favor of Company, not customer. Do not want to seek legal counsel which would not allow Aunt to get money needed out of her house to pay new living facility. However, Sunrun is not doing enough to make contract favorable to a new buyer so literally cannot move forward with a sale. Why would a solar company sell energy to a person that costs more than PG&E? Why would a company sell a 20-year contract to a dying man?!

Desired Settlement: We want Sunrun to cancel the contract and remove the solar equipment and/or reduce monthly payment to $100 per month with no increase for the remainder of the contract at no cost to consumer.

Business Response: Initial Business Response /* (1000, 5, 2014/10/01) */ Thank you for bringing your concerns to our attention. We take customer concerns very seriously and appreciate the chance to resolve your concerns. As we have discussed, Sunrun will continue to work with you to ensure that you are able to smoothly transfer the Sunrun agreement to any potential buyer. Initial Consumer Rebuttal /* (3000, 7, 2014/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Perhaps I'm not being clear? We lost a contract on the house because our buyers felt that the solar contract is not only too complicated, but favorable toward Sunrun, not the client, i.e., my Aunt. The lost buyer is a lawyer! If a lawyer says the contract is too complicated, how are we supposed to convince another buyer to take on a 18.5 year contract? At the advice of your transfer department, we put the house back on the market. After 12 showings, we have pulled the house off the market once again because the feedback is that no one is interested in the solar, even though we offered to buy the rate down to $100 per month fixed for the term of the contract. What we expect from Sunrun is not "........will continue to work with you to ensure that you are able to smooth transfer....." (which is not helpful if we cannot even get an offer on the house), but a cancelation of the contract which was sold to a dying 91 year old man on drugs and oxygen! Final Business Response /* (4000, 10, 2014/10/15) */ We appreciate you working with the Sunrun Service Transfers team in regards to your concerns. We will continue to work with you and any potential buyers to ensure the Sunrun agreement can be transferred.

10/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Failed SolarPanel equipment has not bneen repaired in a timely manner. I initially called SunRun customer service on August 21 to inform them of a problem with our solar panels and to provide an error code displayed on the LCD panel of the equipment. They stated that a technician visit would be scheduled to address the problem. I waited several days for the appointment to be scheduled but later learned via their customer service agent that the case was closed on August 22nd. The case was opened again and dispatched on August 26th when I called them and that a local service provider would contact me to setup the appointment. I called SunRun again on August 28th since I had not received a call and was told by the SunRun customer service agent that I would receive a call by the 28th and the agent would verify I was called on the 29th. I did not receive any calls from a technician or the SunRun customer service agent as stated by their agent. On August 30th I wrote an email to SunRun customer service expressing my dissatisfaction with the lack of service and they replied with an email that the issue would be addressed. I received a call from a local service provider on September 1st to schedule an appointment, which would not be until September 8th. The technician arrived as scheduled and informed me that a part must be ordered. It is now September 23, more than a month from the initial call and neither SunRun nor their local service provider have made an effort to reach out to me and inform me of status or show any initiative to fix my Solar Equipment. This month has been very hot and we have not received any benefit from the non-working solar panels in running our home HVAC system.

Desired Settlement: I would like the equipment repaired and credit/reimbursement toward our power bill for the lack of energy produced by the solar equipment during that time

Business Response: Initial Business Response /* (1000, 5, 2014/10/08) */ Thank you for taking the time to bring your concerns to our attention. After our service partner received and installed a new inverter at your home on September 30th, the system has been up and running. Currently 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 home. If 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 directly. Thank you again for bringing this concern to our attention.

10/8/2014 Problems with Product/Service
10/3/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Product is not producing and or faulty equipment. I purchased a home on 26 April 2014 with a solar system already installed on the property. The system was condition of sale on the property due to the lease contract the previous owner had with SUNRUN. The system was never properly installed. After noticing the production was far below the company's stated kilowatt production rate I contacted the company for repairs noticing the system had produced a single kilowatt in 2 weeks. The system is supposed to be monitored by SUNRUN daily and the company stated that it slipped through the cracks and they should've noticed and sent someone to investigate which they didn't. After contacting the company in July it took five days to send a repairman out. The repairman stated that 20 panels out of the 72 panels installed were never hooked up. After completing the repairs I was generating anywhere from 110 to 130 kilowatts a day with a max of 180 kilowatts. I monitor the system daily and slowly everyday since then production has been decreasing. I'm down to producing anywhere from 34 to 83 kilowatts which SUNRUN says is acceptable when it's 80 to 95 degrees outside and perfect. I contacted SUNRUN with the issues and have also had error codes on the inverter they state that a repairman will be out to fix the issues and will get back to me right away. They don't I end up calling the back several times and finally get an answer someone will get back to me to repair it in five days on 2 September 2014. I ask why no one is monitoring the system again and they say it slipped through the cracks again. They also say that I will be compensated for the issues according to the contract. Problem is the contract is based on the Southern California Edison rates at tier one and I'm paying tier four prices. The system is supposed to cover all my electrical needs but has fallen short. I pay $650.00 a month to lease a system that is not producing at its expected capacity. Since the solar system has not produced my bill to Southern California Edison is already $1200.00. The bill for Edison is annual and is expected to be at the end of the year to be in excess of $3000.00. The prior owner owed Edison over $5800.00 due to SUNRUN's faulty equipment. If there was anyway to get out of this contract with SUNRUN I would.

Desired Settlement: I would like to get out of the contract with SUNRUN or have the system fixed and working properly.

Business Response: 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.

10/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: SunRun's sales rep stated we would receive a $1500.00 referral Bonus for each of our two properties if we signed within a week. We received $300.00. After only receiving $300.00 we sent a complaint and the SunRun Customer Care stated there was never $1500 offer. Yet they have advertised the same recently. Of course after other issues we were advised via email that the rep was no longer with SunRun. SunRun has refused to honor the original offer. Buyer beware, now we're stuck with Sunrun for 20 years! ***** and ****** *******

Desired Settlement: The original offer for both properties. We have two additional that we're pending. I've asked them what the referral fees will be and have had no response.

Business Response: Initial Business Response /* (1000, 5, 2014/09/16) */ Thank you for taking the time to bring this issue to our attention. Sunrun is dedicated to fulfilling our obligations and Marketing promises. We apologize if information about our referral promotions was not clearly communicated to you. During the promotional period, we were offering $1000 to the referrer and $500 to the referee. In your case, your referral was a "Self-Referral." which pays $300. To make up for the confusion we will be offering you $1,000 for each of your two self-referrals. We will also be following up with you soon to share the additional details you requested in regards to the Elm referral.

9/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: SunRun has NOT come to house for site survey SunRun was to come 9/8/2014 for site survey. Never came. Called CA. office twice. Was to call me within an hour. No call. Called *** ******* certified solar specialist, about the no show and exec. from Ca. apologized and won't happen again and set up appt. for 9/12/2014 @ 8 AM. NO SHOW. Called Ca. again, left msg. that their business was a sham and not to bother with calling. Also called *** ****** again to tell him that his company renigged AGAIN to full-fill their call. *** said he would call me in 15 minutes. Made that call on 9/12/2014 around 10:30.

Desired Settlement: Cancel the contract that you said would send to me within two weeks. Never received any correspondence after 8/22/2014. Will look for more responsible solar company.

Business Response: Initial Business Response /* (1000, 5, 2014/09/16) */ Thank you for taking the time to bring this issue to our attention. Sunrun is dedicated to providing our customers with timely service, and we are sorry that the site survey did not take place as it was scheduled to. We will honor your request to no longer contact you. We have also canceled your Sunrun agreement as you requested. If you have any further questions or concerns that we can help you with please do not hesitate to contact Sunrun directly. Initial Consumer Rebuttal /* (2000, 7, 2014/09/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) THEY are the ones who chose to NOT honor their commitment to me. TWICE. That does not bode with me or to any person doing busness with companies that say one thing and do something other.

9/11/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My signature was forged on this contract that was a lease valued at 20,000.00. Divorce in process and we lost that amount on the sale of the home. March 2013; Soon to be ex husband wanted solar despite being 30,000 in debt. I was opposed to it and talked to our tax real estate people who didn't support it. Ex advised night before that solar getting installed next day. I saw no paperwork and assumed all was in his name. During divorce discovery I asked Sunrun for a copy of the contract and see that i am the primary account holder and that the initials and signature are not mine and don't resemble my signature/s in any way. During divorce house was sold and solar contract was assumed by purchaser, however we had to reduce the sales price by 15,000. I charge that Sunrun has not acted with due diligence to ensure that the signatures are legitimate by neglecting to; send me the contract or correspond with me, the so called "primary account holder" either by mail, email, telephone or any other method. It is amazing that you allowed a contract to be drawn up and not even communicate with the person assuming the liability. No notarization no communication with me. I know know there was a 3 day cancelation clause but i did not know that on the install date because you did not send me the contract and I did not sign this contract

Desired Settlement: I am asking for a refund or settlement of $15000.00 to compensate me for the loss on my property. You need to change your business practices. When we previously applied for a credit line with a credit union, I received a letter in the mail notifying me that the application had been made and to contact them if I did not request this. You can't even change a password without being notified it changed. Your failure to provide me with the contract and accept forged signatures has resulted in my request. I did call your office in several occasions and didn't get anywhere.

Business Response: 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.

9/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a Solar System in 2012 that included our rights to the SRECs. Still unable to obtain and was promised a $12,556.61 refund. We purchased a solar system from Sunrun that was installed in Oct. 2012 and running by Dec. 2012. The purchase price included our ownership of the SRECs. The process for the SRECs should have been started by the company installing that was representing Sunrun. The process was never started with ** Clean Energy which is required in our state to acquire SRECs. We have contacted Sunrun multiple times to help us process the paperwork. They told us the company that installed our system is no longer in business. They stated they were unable to help us with the paperwork to acquire our SRECs, but offered us a refund of $12,556.61 and we signed a refund and release form two months ago but still have not received a check.When we call we only get a call center that doesn't forward you to anyone that is helpful. We were given a representative,Kelley, but she also seems unable to help.

Desired Settlement: A check for $12,556.61 in lieu of Sunrun not fulfilling their contract.

Business Response: Final Consumer Response /* (2000, 6, 2014/09/10) */ Sunrun has contacted us and has overnighted us a check. Thank you for your quick response. Sincerely, **

9/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sunrun is refusing to provide me with yearly solar panel cleaning services. In 2009, We contracted with Sunrun, through Real Goods Solar, to install, yearly clean, maintain, monitor, etc. solar panels. Cleaning of the solar panels was an important attraction to contracting with Sunrun as we are elderly and disabled and not able to do the cleaning ourselves. We were advised by the salesman that the cleaning was yearly and given a brochure showing regular panel cleaning. At no time were we advised that the cleaning was discretionary or "as needed". In May, I called to schedule this year's cleaning and was advised by Brook at Sunrun that the panel cleaning was on an as needed basis and not in the written contract; that our production of generated energy was within normal limits and, therefore no cleaning would be forthcoming. I live in an area where there are trees that put out a lot of debris and pollenespecially the Acacia, Eucalyptus and Pine trees. They put a thick, visible film over our ponds and roof tops. Last year, when Sunrun provided cleaning service to our panels, the cleaner said that our panels were not badly affected, but that there was enough film on the panels that energy production was impacted. The fact that the film reduces any part of energy production is important as it increases the amount PGE bills us for usage. Having been assured by the salesman and the brochure that the cleanings were yearly and regular, we concluded that this was shown in the contract as maintenance and want Sunrun to honor the agreement. Please feel free to contact us by telephone, mail or email if further details are needed. Thank you, ****** ********

Desired Settlement: We want Sunrun to provide our panel cleaning yearly, including this year.

Business Response: Initial Business Response /* (1000, 5, 2014/08/22) */ Thank you for taking the time to bring this issue to our attention and for providing Sunrun with the opportunity to resolve your concerns. We apologize for any confusion in regards to panel washing of the Sunrun solar system at your home. Our partner will be reaching out to you about scheduling a time for them to perform the panel washing service. We apologize for the inconvenience that this has caused you and look forward to providing you with the full benefit of your Sunrun solar power service. Initial Consumer Rebuttal /* (3000, 7, 2014/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been contacted by ****, who has identified himself as a Sunrun customer care supervisor. He says that they will honor the information provided me at the time of saleproviding yearly panel washing. I am waiting for statement to be translated into deed before feeling that this issue has been resolved. Final Consumer Response /* (2000, 10, 2014/09/02) */ The matter has been resolved. I have an email from the company stating that they will, at my yearly request, provide panel washing. Further, on Friday, August 29th, our panels were washed for this year. Thank you for your assistance.

8/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Initial request 7/28/14 and 4 follow up phones calls to company. Advised Sunrun Rep on Friday, that I would file complaint. If no response sameday. Soloar Sysetm installed 2013, contacted Sunrun to have wild life guards put in. Wild Life guards were installed, contacted Sunrun that seems like wild life has found a way under panels again July 2014 via call, followed up with 4 more calls and on August 15th, when I called, I advised the rep. if I did not get a call returned same day I would file a complaint.

Desired Settlement: A follow up with an appoitment on repairs of the wild life guards so pigeons do not take up nesting on our roof.

Business Response: Initial Business Response /* (4000, 8, 2014/08/25) */ Hi *****, Can you review the update added to this complaint? It appears this was added to the Sunrun complaint by mistake, as we do not work with Irma @ SC (we don't know who this is), nor do we work with Unisource. Also, the consumers complaint was not related to anything requiring a "hookup". On August 21, 2014, the consumer provided the following information: Yesterday, about 2pm we got a call from Irma a customer service manager at SC, saying Unisource had us on schedule for hookup that day. She asked if we would notify her if they showed up, so she could talk us through some necessary steps once hookup was completed. NO ONE showed up yesterday, and as of 11:45 am today we have heard NADA from either company! Sounds like another Stall Job to me!! mo kling *** ******** Senior Customer Care Manager Sunrun Inc.

7/4/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Was lied to by Sun run sales team that my electric bills would be little to nothing. January 2014 I received a bill From my power company for 1200.00 Sun Run stated that if I signed a contract that I would have little to no electricity from SDGE (power company) My electric bills have been so high since then that I was unable to pay my sun run. I asked them to Come and check it out. They keep stating that they are producing what they said they would.(according to their records). I have repeatedly ask them to come and Take their equipment off of my house as it is very ugly and lowers my home value.I just want them to give me the power to run my household or go away. They are doing neither. At this point I have no solar power due to the fact that they have some how disconnected the solar service with out even calling or letting me know.

Desired Settlement: I would like all the holes they drilled in my Home fixed and the panels removed and the contract voided. Also all late fees and back dues removed.

Business Response: Initial Business Response /* (1000, 13, 2014/06/18) */ Thank you for taking the time to bring your concerns to our attention. We take all customer concerns seriously and would like to discuss these concerns with you and work towards a resolution. We have attempted to contact you via phone, email, and physical mail with no response. As 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 company. We apologize if there was any confusion. As 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-payment. The system was deactivated approximately three weeks after this notification was delivered to you. We would like the opportunity to resolve your concerns and analyze your solar savings. If you would like for us to move forward with a savings analysis, please provide us with your most recent twelve months of SDG&E bills. We look forward to creating a solution that will address your concerns and resolve your issue. Once again, thank you for taking the time to contact Sunrun.

7/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Failure to return deposit after promising to if system design was not agreed on. Salesman requested a deposit which would be refundable if the system design could not be agreed upon. This was back in January. Had me sign an agreement anyway that made the deposit non-refundable 3 days after signing. THREE DAYS!! there was no way anything could be done in that time frame. It took months for their design team to complete their job. This is the biggest rip-off I have ever been exposed to.

Desired Settlement: Refund of my $500 deposit.

Business Response: 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.

6/30/2014 Advertising/Sales Issues
6/19/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Last June 2013 I talk w/a PG&E colleague who informs me she is installing solar on her home through a California Solar Initiative PG&E partnership. I ask for a referral and she sends me a link to ****** ********* REC Solar residential consultant. My husband and I meet with ******; during this consultation, he mentions that the roof will need to be checked to confirm that it has 10 years of viable life in order to accommodate the lifespan of the solar equpment, and that if the findings show that the roof is not in good condition, installation will not proceed until this is rectified/resolved. We sign up and complete the Sunrun Agreement. We receive 2 letters: the 1st bullet point is Roof Review "you are here!". Second is "Roof Review - COMPLETE!" This year April 2014 we notice rusty water leakage coming down inside our atrium whenever it is foggy or rainy. I ask my gen contractor to repair the atrium cover and he discovers roof damage (rusty flashings and chimney covers, along with areas without adequate tar and gravel coverings. REC Sunrun will not remove/reinstall unless we pay $4,080. Sunrun indicated that they may pick up this cost if they can verify our findings but they either never return calls or never schedule followup visits by their team. Our contractor, roofer, and atrium manufacturer are all waiting. I have called the same people almost everyday since mid-April. I have asked for the supervisor, manager, etc. but this remains unresolved. My last call back from them was in response to a Facebook posting identifying their poor customer service. I got a call this last Friday May 23 from **** ******, the same cust svc person I've been talking with this whole time, and he did not remember me or my concerns. It was only after I identified him as my customer svc person that he admitted that yes, it was him and yes, he could help me (he is a supervisor). He promised to call me back Friday by end of day, but he did not. Product_Or_Service: REC solar residential equipment

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like our solar equipment removed so I can get my roof repaired, and then reinstalled afterwards. I do not think we should have to pay for this because we were initially told by REC that our roof was in good condition, and by inference that it should last 10 years. If it was not in good condition we would have repaired it prior to installation. My husband and I are in our 60s and not inclined to climb up to the roof ourselves to verify what we were told - we trusted REC's assessment.

Business Response: 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 ****** ***** who made the decision to resolve my solar difficulties and brought out his crew to do the removal and reinstall, and to **** ******, 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.

5/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sun Run has failed to properly maintain, as per contract, a photovoltaic system installed on our roof. My wife, **** ******** entered a contract in January 2012 with SunRun to provide photovoltaic power through a net metering program. We noticed the system failing in February 2014 and notified SunRun. There was no action to address our problem. After repeated calls they finally (3 March) sent in an order to their contractor (Revolusun). Revolusun did not respond. After multiple calls, Revolusun technician **** ***** said that they would not come until there were other calls because they would have to drive to our side of the island ********* The system failed completely on 6 April (breaker tripped and would not reset). A Revolusun representative (a kid in flip-flops) showed up on 10 April and announced that fuses were blown. He had no replacement fuses, and left. As of today (11 April) we have had no additional contact from Revolusun or SunRun and remain without PV power.

Desired Settlement: SunRun has failed to live up to its obligation to provide PV power. They have failed to respond in a timely manner to multiple service calls. Their on-site contractor (Revolusun)has been slow and un-professional. We have lost hundreds of dollars in electrical bills due to the under-performance and then total failure of the SunRun PV system. At the very least we should be compensated for the power lost due to their unwillingness to properly service their equipment.

Business Response: Initial Business Response /* (1000, 5, 2014/04/29) */ Thank you for taking the time for bringing this issue to our attention and providing Sunrun with the opportunity to find a resolution to your concerns. The production of the solar system installed on your home has been affected by damage to the system's microinverters due to a power surge from HELCO's utility grid. Since this is an extremely rare occurrence that is not covered by the manufacturer's warranty, the normal timeline to resolve this issue has been longer than expected. We apologize for any inconvenience this situation has caused and assure you that replacement parts are on the way. Furthermore, our partners at RevoluSun will expedite the repair process as soon as the replacement materials arrive. Additionally, you are protected by the Sunrun performance guarantee which will ensure that you will be refunded for any electricity you were promised that the system did not produce. Once again we apologize for any inconvenience that this situation has caused you and assure that it will be resolved as quickly as possible and you will be protected from any lost production by the Sunrun performance guarantee. Initial Consumer Rebuttal /* (3000, 7, 2014/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) SunRun contractor Revolusun installed seven replacement Enphase micro-inverters on 6 May 2014. It will take several days to determine if the PV system is working correctly. Meanwhile, the SunRun response offers no concrete compensation for power lost while their PV system was not functioning. Suggestions that un-specified protection from "any lost production" might occur at some un-determined date does not compensate us for elevated power bills that we have paid while waiting for SunRun to perform needed repairs. THE MIDDLE GROUND: A house within 1 block of ours uses the same Enphase inverters, which allow power production tracking over time. The principal difference is that their system has only 8 PV panels, while ours has 12 (a larger system). During the period from 22 February, when power was initially lost, to 5 May 2014, their (smaller) system produced 690 kWh of power. At $0.43/kWh (the going HELCO rate where we live), that amounts to $296.70. This compensates us only for a portion of the power lost when our system was completely down, not for the month or more when it was operating at half production or less or for full system capacity. A check from SunRun for $296.70 would reasonably resolve the problem. Final Business Response /* (4000, 9, 2014/05/14) */ Thank you for taking the time to respond to us regarding your concerns with the repair of the solar system. We are grateful for your patience with the amount of time that it took to repair the system installed on your home and apologize for any inconvenience this has caused you. Our Maintenance and Monitoring team has been closely watching the performance of the system since the repairs were completed and is happy to report that the modules are functioning well. In the past 8 days, we have expected the system to generate 80 kWh of electricity. The actual output of the system has been 111 kWh of electricity during this period. We would be happy to compensate you for the electricity that you did not receive while the system was out of service at the rate you paid the utility instead. For the 434 kWh you did not receive, we will compensate you at the rate of 33.6 cents for a total of $145.82. Sunrun will provide you with a check in that amount. Once again, we apologize for any inconvenience the timeline of these repairs has caused you and please feel free to let us know if there is anything else we can do to ensure your satisfaction with your solar power service. Thank you for choosing to go solar with Sunrun.

4/25/2014 Delivery Issues
4/16/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Improper installation causing electrical problems in home and possible fire hazard. Damage to home from installation, No electricity cost savings. Sunrun installed a solar electrical system on my home in May of 2011. We were told by the saleman (**** ******* that their company would maintain a 20 year warranty for all electrical problems. In *** 2013, I contacted Sunrun about an electrical failure in my home caused by their electrical wiring during installation of solar panels. They failed to respond to the issue. I had to hire an electrician to diagnose the problem. I have letter from the electrician stating bad installation technique in breaker panel from solar company's breaker installation. Neutral wire insulation was melting from overloading circuit with too many lines done to make room for solar company's breakers. This is a FIRE HAZARD and could cause DEATH to my Family/pets and DESTROY EVERYTHING I OWN. Sent this electrician's letter to Sunrun and was ignored. House wiring still like they left it. Told Sunrun of electrical issue, damage to roof tile from installation, terrible attention of details to my home and no savings at all from solar electrical production. First year analysis showed a $20 increase in my cost from the previous year even after lower power usage between the two years. Sunrun has been rude, unconcerned and inattentive. I was misrepresented by their salesman who said we would save hundreds of dollars per year and repair all issues with system for free. Salesman also said someone would come to clean the panels when electrical output was low due to dirty panels. No one here in almost three years to clean them. I am concerned about the possibility of a FIRE in my home and DEATH/DESTRUCTION due to this main issue. I want Sunrun to remove this system from my home and repair all damage they have caused. Again, I have not saved any money from their system and it has actually cost me and my family more annually. They refuse to do a cost analysis still to disprove this. I would not believe any analysis from them now anyway due to their behavior. I have had much grief during the time of having this system. I have been gone from military duty for much of this time and have not had time to pursue this issue until now. Product safety, breach of warranty, breach of contract and misrepresentation are at issue here.

Desired Settlement: Sunrun is to completely remove the above stated system from my home and afford complete repairs to my home as needed to ensure it is restored to its appearance prior to this installation. To compensate my Family for loss of monies from time spent pursuing any and all issues caused by this system and to repay us said "savings" we were promised by above said salesman. At this point, Sunrun has shown total disregard for my family's safety and welfare and with that, I do not trust them to do any other "correct" thing for this situation.

Business Response: Initial Business Response /* (1000, 5, 2014/02/19) */ Thank you for taking the time to bring this issue to our attention. We at Sunrun are dedicated to making sure we hold our installation partners to the highest possible standards and will take whatever steps are necessary to ensure that the system installed on your home is perfectly safe for you and your family. Additionally, we will repair any damages caused to your home during the installation. We have dispatched the solar company Helio Power to inspect the system to ensure its safety and conduct any necessary repairs to the equipment and/or your property. We apologize for any inconvenience these issues have caused you and thank you again for the opportunity to address these concerns. We greatly appreciate that you chose to go solar with Sunrun. Initial Consumer Rebuttal /* (3000, 7, 2014/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The system is still on my home. I want it removed due to all the problems and misrepresentation of the product that my Wife and I have endured. We have not ever realized ANY cost savings and have had almost 3 years of emotional distress. I am currently not satisfied with the progress needed to make this happen as there are still unresolved issues that are stated in my initial complaint. Unless all done, I will can not remove this complaint.

3/27/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have completed my commitment with Sunrun, but still do not have a working system after 8 months. Since being contacted by reps from Sunrun, I agreed to and completed my part of the contract (paid $21,777). Over last 8 months I have experienced nothing but trouble with getting Sunrun's to complete their responsibilities. Paperwork was never acted on, requests were not filed, a fight between companies represented Sunrun, falsification of contracts, payment of deposit ($500) which was for nothing, incorrect contracts, $3208.48 in charges to HECO (Hawaii Electric) for electricity due to solar system not being completed in5-8 weeks as was told by Sunrun Reps, and finally disapproval of system by HECO. The following timeline outlines the last 8 months with Sunrun and their reps Islandwide Solar, Solar Universe and Mundus Power: 19 May 13-Initial contact with Sunrun; stated 5-8 week install time 30 May-Contracted by ****** ***** for mo. payments on system; system would be creating energy in 5 wks 3 Jun-Contacted by ***** ********* about changing contract to a 20 yr prepay; agreed to change was told again 5 wks for install 24 Jun-Paid $500 deposit to Sunrun through Mundus Power(**** ******** Islandwide Solar was contacted to install system 23 Jul-Contacted by Islandwide Solar stating Mundus Power no longer represented Sunrun and that they were redoing my contract; NO progress on system-no plans, paperwork requesting permission to install with HOA or HECO, or equipment purchased, nothing done in over 2 months 31 Jul-Reps from Islandwide Solar and Mundus Power came to my home to explain why nothing had been done, each blamed the other. After meeting it was evident Islandwide Solar had not done anything to fulfill project; Mundus Power had proposal from Solar Universe stated they could have system installed in 3 wks/would receive top priority 26 Aug-Received design from Mundus Power; was different from initially agreed upon design; questioned rep about difference 27 Aug-Mundus Power apologized, stated he overlooked showing new guarantee; differences between systems was 14,406 vs 14,716, difference of 310 kWhs(6,200 kWhs over 20 yrs) Reason for lower rate was lowered expected efficiency of panels 29 Aug-Questioned final price as it was the same for both plans; was being overcharged $496 30 Aug-Received agreement from Sunrun with incorrect numbers and initialed by me; I contacted Mundus Power and questioned how my initials got on contract I had not signed 31 Aug-Mundus Power(**** ******* rep apologized for cut/pasting initials on contract, stated Solar Universe ***** ******** agreed to pay the $496 difference(payment never sent)still no system on roof 18 Sep-Notice from Sunrun that design approved; I believed system approved by both my HOA and HECO 9 Nov-Received bill from Sunrun $21,277 14 Nov-System finally on roof, but no net meter 15 Nov-Questioned Sunrun on why $500 deposit was not subtracted from bill 22 Nov-Received response from ***** w/Sunrun customer care; stated it was nonrefundable but did not address what it was for Last of Nov - Net meter placed on system; Solar Universe conducted final install 1 Dec-System on 11 Dec-Paid $21,277 to Sunrun 20 Dec-Notice from HECO requesting solar project, wrong amount (<10,000 kWhs); I believed this was already done 10 *** 2014-$165 HECO electric bill for Dec not $30 as Sunrun rep had stated; questioned amount, still no $496 check 14 ***- Solar Universe requested Dec HECO bill 23 ***-Received notice dated 14 *** from HECO DENYING solar project; contacted Mundus Power and Solar Universe 24 ***-Solar Universe employee shuts off system; Contacted Mundus Power/Solar Universe reps to find out what was to be done; Mundus Power rep apologized for what was going on and that he was trying to contact the Sunrun rep here in Hawaii (Blake?) but could not really do anything, has not contacted me since 25 ***-Requested meeting through Mundus Power rep with Sunrun and Solar Universe rep to answer questions about what was going on; as of 28 *** I have received no response from anyone

Desired Settlement: Sunrun's representative Solar Universe did a great job on installing the system once they were involved, but since the system cannot be turned on it becomes a $21,777 weathervane and is not helping my electric needs. If it is not going to be able to be turned on, I would like the entirety of my money refunded ($21,777), the system removed from my roof, and my house returned to the state it was in before the system was put in place. In discussions with a local contractor that may include a new roof, repaired siding and flashing, and repainting of all areas to match. Thank you

Business Response: 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 BBB and with the Sunrun team.

3/10/2014 Billing/Collection Issues
3/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Requested 1/3/14 to have service of having solar panels capped off so pigeons don't nest under the panels & as of today no response. 3 calls to Sunrun Pigeons are nesting under solar panels, called & emailed and as of today no response from Sunrun. When I call them they said they gave service to RC Solar and they will contact me and nothing as of today. No time frame can be given on when the request will be taken care of. Initial contact with Sunrun was 1/3/14.

Desired Settlement: Sunrun take care of capping off the solar panels so pigeons do not nest under them. The noise the create under the panels is ridiculous. Not asking for much, just to take care of the capping of panels ASAP since it is a nuciance.

Business Response: Initial Business Response /* (1000, 5, 2014/01/28) */ Thank you for taking the time to express your concerns to us regarding the pigeons nesting under your panels. Sunrun is more than happy to install the pigeon guards you requested. We dispatched our service partners at REC to take care of this situation for you as soon as you notified us. REC has submitted a quote to Sunrun and we have authorized them to proceed with the installation of these guards. You will be contacted by REC to confirm when the pigeon guards will be installed. We apologize for any inconvenience this situation may have caused you and assure you this problem will be rectified. Thank you for providing us the opportunity to respond to your concerns and we are happy that you chose to go solar with Sunrun. Final Consumer Response /* (3000, 7, 2014/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) REC has contacted us stating they ordered the supplies but no date has been given as of today Feb. 4th, 2014 on how long it takes to rec. supplies. No appoitment has been made for the corrective actions needed. With the history of the lack of communication, I cannot state that I am statisfied until the guards have been installed. Final Business Response /* (4000, 9, 2014/02/20) */ Thank you for your patience regarding the installation of these guards. We have received word from REC that the guards were installed on 2/12/2014. Please let us know if any additional maintenance is required regarding this issue. Thank you once again for providing us with the opportunity to resolve this issue for you and we greatly appreciate that you chose to go solar with Sunrun. Please feel free to contact our Customer Care department if you have any additional questions or concerns.

3/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Owed a credit for referring a customer, company now refusing the credit! IN AUGUST OF 2013 I BECAME A SUN-RUN CUSTOMER, I REFEREED MY FATHER IN LAW AND WAS TOLD THAT I WOULD RECEIVE A $250.00 CREDIT FOR THE REFERRAL, ALSO ON THEIR BILLS THEY STATE THAT IF YOU REFER A FRIEND YOU GET A $250.00 CREDIT. WHEN I RECEIVED MY FIRST BILL IN OCTOBER I DID NOT HAVE THE CREDIT AND CALLED THE COMPANY AND SPOKE TO THE AND THEY STATED THAT THE CREDIT SHOWED ON MY ACCOUNT AND THAT I WOULD BE A WEEK OR SO BEFORE IT APPLIES. I WAITED TO MAKE MY PAYMENT AND IN NOVEMBER I RECEIVED ANOTHER BILL SHOW A CURRENT AMOUNT WITH A PAST DUE AMOUNT, SO I CALLED AGAIN AND AGAIN WAS TOLD THAT THE CREDIT SHOWS THERE JUST HAS NOT BEEN APPLIED AND TOLD I COULD WAIT ON PAYING MY BILL. DECEMBER CAME AND I RECEIVED A BILL FOR OCTOBER NOVEMBER AND NOW DECEMBER, WHEN I CALLED ON JANUARY XX XXXX I WAS TRANFERED TO ******** H. WHO IS A MANAGER WHO TOLD ME SHE WOULD LOOK INTO IT. I CALLED HER BACK AND SHE INFORMED THAT I WAS GIVEN MISS INFORMATION AND THAT I DO NOT GET THE CREDIT AND SHE APOLOGIZED FOR BEING TOLD I DID. SHE THEN TOLD ME SHE WOULD SEE WHAT THEY COULD DO AND I HAVE SPOKE WITH HER ALMOST DAILY AND SHE FAILS TO RETURN MY CALLS PROMPTING ME TO CALL HER, SHE IS NOW TELLING ME THAT THERE IS NOTHING THEY CAN DO. I TOLD HE THAT ON THEIR BILL IT STATES "PUT $250 IN YOUR POCKET', BY REFERRING A CUSTOMER. BUT NOW THEY SAY I DO NOT GET THE REFERRAL CREDIT LEAVING MY BILL 3 MONTHS PAST DUE!

Desired Settlement: CREDIT MY ACCOUNT THE $250.00 THAT I AM OWED! THEY ARE DOING FALSE ADVERTISING!

Business Response: Initial Business Response /* (1000, 5, 2014/02/10) */ Thank you for taking the time to bring this issue to our attention. Sunrun is dedicated to fulfilling our obligations and Marketing promises. We sincerely apologize for any inconvenience caused by this issue. To confirm, the $250 you refer to was credited to your account on January 24th of 2014. You can see this credit on the "Transaction History" section of the "Billing and Payments" page of our customer website. Please let us know if you need assistance logging on to this resource. Thank you once again for bringing this issue to our attention and we appreciate that you chose to go solar with Sunrun.

2/25/2014 Problems with Product/Service
2/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Massive system underproduction is costing me money. They have promised to fix the system months ago, still not fixed. First Light Energy first came out, rep was *** ********* He promised 9000kw per year, plus thousands upon thousands of dollars a year in SRECS. First light did the shade analysis, and everything came out fine. WE went ahead with install. During install, the contractors hired to do the work damaged my hallway inside my house when doing work to the inside of the roof, they had to go inside the house. My install was never in time, constantly delayed and promises were never kept. They had their top electrician *** working on this, he claimed to me to be the top guy for installs, the manager for the east coast. Well, he constantly lied to me about whether he showed up or not. We caught him in a blatant lie when he said he left me voice mails on my phones one day, when checking my phones, he never called. He was constantly unprofessional, delaying and install must not have gone well. After he was caught lying to me I spoke to First Light demanding he apologize and finish the job. They had to send a team leader of some sort out when he came out, just to make sure he finished. First Light also turned my power off one day without telling me, which cause my computer at home to go off, thus ruining hours of work I had been doing at home, and my wife worked from home too. They caused me hours of extra work to make up for damaged files etc. *** the electrician was then fired after my complaints to First Light. I was told they have had many complaints about the guy. The system eventually went live January 2013. A couple months later First Light was made to come out and fix mistakes they made, caught by the Sunrun inspectors. In mid November 2013 we got an email from SunRun saying the system was underperforming by 24 percent. First Light needed to come out, I told Sunrun that I didn't want First Light to be the ones coming out, that they were terrible and I didn't trust them. I told the Sunrun rep straight out, "if you send First Light, you are responsible for them" You better make sure they get this done, they have worn out their welcome here". After a few weeks of NOT hearing anything from First Light, I called them. They finally said they were coming out on Tues Dec 10th. Another guy named *** showed up (supposedly, as I wasn't there). He told me some tech talk about wires creating power and they supposedly did another shade analysis. I find the shade anyalisys thing interesting, because there are trees blocking anything, matter of fact, trees have been cut down since the first one was done. So in my opinion, Sunrun and First Light are looking for excuses that are not their fault as to why it is not working properly. So, then *** tells me on Dec 10th, "I will be back soon, when the sun comes out (it was a cloudy day) to check on the problem with the system. It is now January 1, 2014, I still have not heard back from them since.

Desired Settlement: I have a power guarantee payback amount from Sunrun. They pay me back 7 cents per kw hour they produce under my guaranteed yearly amount of power. I want this payback amount to be 13 cents per kw of underproduced power. This will pay me back the money I am losing by their system not working properly. I want this new amount of payback to exist the lifetime of my contract with Sunrun. OR. I want Sunrun to rip up my contract, and come out to remove all their equipment, at their cost. and rip up my contract. My wife and I will then move on to a different solar company.

Business Response: Initial Business Response /* (1000, 5, 2014/01/21) */ Thank you for taking the time to express your concerns to Sunrun and we appreciate the opportunity to work with you in resolving this matter. As our Customer Care team informed you, we will be covering the expense of trimming your neighbor's trees in order to increase the amount of sunlight on the solar panels, thereby boosting the production of these modules to the guaranteed amount of electricity specified in your agreement with Sunrun. In addition, we would be more than happy to refund you for the underproduction you have experienced thus far at the 13 cent per kWh rate you specified. Lastly, we would like to take this opportunity to apologize for the inconvenience you have experienced due to this matter. We are truly grateful for your business and want to make sure you get the most out of your solar power service. Thank you for choosing to go solar with Sunrun.

1/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I originally started a contract with REC Solar in ********* and was working with ***** ***** I had agreed to go with solar, and REC seemed to be the most professional. We set up a installation date to be in *** 2013, on the day that was set up to be the install date, I called after no one had shown up, only to find that the instal was delayed due to issues with the local power co not approving the design. So after the design change was made it was resubmitted and set up to be installed in Feb of 2013. A week prior to that install date, I recieved an email from the local power co stating that I needed to sign new documents. So I got back with REC, and I informed them of what I had been sent. They still didnt realize that there was an issue. So they looked into it and got back to me after a few days. The rushed out the documents that needed to be ammended, I faxed them back. Only to find out the the install date would be pushed back again. So now I was told that March would be the install month for sure and that they would contact me with the new date. Not having heard from them I figured they werent going to do it. I recieved a call in June,from ****** saying I was on the board for installation. I quickly let him know that it was unacceptable and didnt want to work with this co, I at that time asked for my refund back and he said he would work on it for me. I have tried repeated times to work with ****** and finally he gave me the phone number to Sun Run who was the finance co. I have tried to work with them several times to get my $500 deposit back and they say because I didnt request a refund within 3 days of cancelling the contract I'm no longer entitled to my money. I have tried repeatedly to work with REC and SunRun to run into a wall of No's. If I hadnt been working with ***** initially I would understand that I dropped the ball. Its a deposit for services to be rendered but nothing has been rendered. Product_Or_Service: solar panels

Desired Settlement: DesiredSettlementID: Refund I would like my deposit, $500, to be refunded and I would llike the the Ipad that was promised to me by ***** ****

Business Response: Initial Business Response /* (1000, 5, 2014/01/10) */ Thank you for taking the time to contact Sunrun. We want to make sure that every individual we do business with is treated fairly, even if you end up cancelling your agreement. In light of the circumstances, we would be happy to refund your $500 deposit. To confirm, a check for $500 was mailed to you on the 7th of this month with the check number 3186. We appreciate this opportunity to resolve your problem and thank you for considering going solar with Sunrun. Final Consumer Response /* (2000, 7, 2014/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the refund. That was all I was asking for. Thank you

11/26/2013 Problems with Product/Service
11/12/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Sunrun charged me for a service that I did not receive. I am requesting a refund. Account number ************:In 2012 solar panels were installed on my home Verengo Solar. I paid a monthly fee of $$156.78 per month to Sunrunfor the service from July 2012 to July 2013. After a year, I received my electric bill, which showed that the panels produced almost no power, and my bill was the same as every year (without solar.) I contacted Sunrun about the issue in July, and after several weeks, a technician finally came out. It was discovered that about half of the panels were never plugged in during installation. Sunrun ensured me that my production was guaranteed and I would get a refund. However, after almost 4 months --it is now the middle of October--they still have done nothing about the issue. They are now telling me that they lost 6 months of my data, and they only estimate to owe me about $250. Since I paid them over $1,800 for a product that was not even plugged in, this is obviously unacceptable.

Desired Settlement: I want the entire year of monthly payments ($1,871.36)refunded. I DO NOT want a credit to my account. I need a check, so that I can pay my 2012 yearly electric bill, which is very large due to the panels not being plugged in. I have already been credited for one or two months. This amount may be deducted from the check.

Business Response: Initial Business Response /* (1000, 5, 2013/10/25) */ Thank you for taking the time to express your concerns to Sunrun. Our Customer Care Specialist team has been working to make sure that you are compensated for this issue. As you know, we were unable to collect production data for the solar system from the activation date of 6/20/2012 through 11/24/2012. Although this does not mean that the system was not producing power during this period, we will of course refund your payments. From that date through July of 2013, the system did not reach our production estimates. We will therefore credit your account for that period of underproduction as part of your performance guarantee. In total, you will receive an account credit of $806.65 for the underproduction as well as a check for $547.19 for the lack of meter communication. This amounts to a total refund of $1353.84. We hope that this is a fair solution to this complaint and please let us know if you have any additional concerns.

11/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Sunrun has accepted a $500 deposit for a 3,798kwh solar system. They have asked for more money and want to put in a smaller system. The original solicitation was for a no money down solar power installation. The 6000kwh system would be leased from Sunrun. On June 18th I was told that my house and my credit rating qualified me for the system but because my electric bill was low I would need to reduce the size of the system down to 3,798 kwh and would also have to put $500 down. Sometime in August I was contacted again and told that the utilty company that provided rebates to help fund the system ran out and I would have to put down even more money. The next call came at the beginning of October and this time I was told that trees on a neighboring property blocked my roof for 3 months out of the year. They could not install the 3,798 kwh system but could install a still smaller system. I feel that the system was already reduced in size once and that an even smaller system will not yield the deired savings on my utility bill.I also feel that I have been mislead from the very beginning and no longer want to do business with Sunrun or its sub contractor Roof Diagnostics.

Desired Settlement: Sunrun/Roof Diagnostics has had my money since June 18th 2013. As of October 31 2013 the product that I signed a contract for has not been delivered. I would like a full refund for my deposit immediately.

Business Response: Initial Business Response /* (1000, 5, 2013/11/06) */ Thank you for taking the time to express your concerns to Sunrun. We respect your decision to cancel your solar power service and although the $500 deposit is technically non-refundable, in the interest of customer satisfaction we are happy make an exception and refund the full amount to you. For the sake of transparency, Sunrun always includes the terms of this $500 deposit on the cover page of our agreements which each customer must initial. Additionally, it is not uncommon for pricing to change due to circumstances outside of Sunrun's control such as rebate changes or shading analyses. Sunrun and our partners at Roof Diagnostics have therefore acted in good faith and have made no attempts to mislead any of our customers. Your deposit is currently in the process of being refunded. Please allow 4-6 weeks for this refund to be processed and delivered. A member of our Customer Care team will reach out to you that the payment has been received. We thank you for allowing us the opportunity to address these concerns. Final Consumer Response /* (2000, 7, 2013/11/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When the solar product was being described to my husband and I, we were told how we would save on our electric bills, however that is not the case. The Verengo/SunRun Solar sales people told us how we would save money on our future electric bills with their solar panels. We were told that if we continue to use the same amount of electricity as we had in the past we would never see our billing from SCE go into tier 3 or 4 or above. Even when we do not use our a/c, our bills are showing tier 3 and tier 4 and we are not saving money on our electric bills and in fact we are spending more monthly paying electric and HERO account then we were spending prior to getting solar panels. I called and spoke to ** ********* and he asked me to send him copies of all our elec. bills for one year. I did that within 3 days and more than 2 weeks later I had to contact him to find out why we hadn't heard back. He then said we were missing 2 bills he needed. I got them and emailed them to him and then again I had to be the one who called him because I had not heard back from anyone. Very frustrating when a consumer gets treated this way. It shows that once they make the sale they really don't care about you anymore. So when I finally got in contact with SUNRUN they said they ran an analysis and my panels are actually producing more than expected which doesn't answer my question. Why do I owe SCE $1400 on top of my yearly HERO bill of $2000? Why did we go into tier 3, 4 and 5? Did we get scammed? I feel we did. Either resolve this issue by helping us pay some of the SCE bill or put up more panels to accommodate our usage to lower our monthly bills. To date: No resolution per many phone calls.

Desired Settlement: Help with paying the $1400 bill to SCE and or placing additional panels on our roof (plenty of room) to accommodate the usage in order to lower our bills as promised.

Business Response: Initial Business Response /* (1000, 5, 2013/10/23) */ Thank you for bringing this issue to our attention. We at Sunrun want to make sure that all of our customers are getting the most out of going solar with us. As you stated in your complaint, the Sunrun system is performing above expectations and the concerns you have presented are regarding your SCE and HERO bills. Sunrun does not partner or work directly with the HERO program, which is a third-party program offered in conjunction with Riverside County. If you have concerns regarding your HERO bills, we would encourage you to contact them directly at ***-***-**** for details regarding your financing plan. As for your SCE billing, we have conducted a thorough analysis of your electrical bills and have determined that your usage increased by 15% since going solar, which would explain why you remain in the higher billing tiers even with solar panels installed. If you have any concerns regarding production, monitoring, performance guarantees or other aspects of your Sunrun solar power service, we are standing by to be of service. For concerns with your HERO bills, we would encourage you to contact them directly. In the meantime, Sunrun will continue to uphold our obligation to provide you a reliable source of clean, renewable electricity through the solar panels we have installed on your home. Thank you once again for the opportunity to address these concerns. Final Consumer Response /* (2000, 7, 2013/10/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Overall it is not saving me money. I understand that having solar reduces my bill however the bill to hero which is a county run organization that fronts the funds for the panels is a lease not an actual purchase along with my reduced electric bills Iam Not saving money. Just saying. Would have been better off not doing this at all.


Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

12 Customer Reviews on Sunrun Inc.
Neutral Experience (0 reviews)
Fusion Chart
Fusion Chart