Sunrun

Hello to whom this may concern: Sun Run called me as many other solar companies have called me about adding a solar system to my roofing. I called another company to see their status. I was told that they had excellent ratings. As to Freedom Forever, I called the ComplaintsBoard.com to get their ratings. I was pleased with the customer service findings on Freedom Forever as well. Sun Run said they worked for Freedom Forever, being contracted with them. The representative from Sun Run visited me. He explained to me there was no out-of-pocket cost ever from me. My son and I were pleased to hear the good news! He wanted to see my utility bill, I showed it to him. He tells me I would pay a third of what I was paying and that the government would pay his company for installing the solar panels for me. He also stated that the government would pay me for selling them power. I was a happy customer to hear that. He set up when I was to have the solar system installed by Sun Run. I continued to get high bills. I called TEP and was told it was set up but not turned on. To call my solar provider. I called Sun Run and was told Freedom Forever was to take care of the problem of not being connected. I called Freedom Forever and they apologized and said they would fix the problem. Finally, I had a note on my door from Freedom Forever saying sorry for the inconvenience and that the concern was corrected. They placed their sign in my yard. I hadn't heard from Freedom Forever nor Sun Run since last year. I received a bill from TEP for $192.65. I called TEP and was told to call my solar system provider. I called Sun Run and they informed me that Freedom Forever had cut off the solar system because I owe them $700.00. I was shocked that I owed any money! I asked Sun Run what they were talking about. I didn't know I owed anything and was never told I had a balance and why wasn't I receiving a bill? I called last year about not connecting with TEP. I'm confused about how this could've happened. Thank you for your assistance in this matter. I don't want Sun Run/Freedom Forever dealings... I'm hurt over their actions towards me.

I had an original complaint against Vivint Solar, which was bought by Sunrun. I filed a complaint with you and several others such as the attorney general etc. We were able to work all that out. However, after that case was closed, the company installed the solar panels back on my roof on 9/13 and the company did it incorrectly, which resulted in effecting my produced solar. I didn't realize this till almost a year later. Here is the situation. After we closed out my complaint I waited months to get my solar reinstalled on 9/13. I thought all was well. My solar bill gets paid automatically and I dont normally look at my online statement often due to many reasons but mostly I am a single mother and have been busy. However, I like to keep track of my solar and electric charges in a spreadsheet so in August 2022, I started adding them all into my spreadsheet. What I found was I was not generating solar like I have in the past years, so I contacted Sunrun and told them. I made a several calls to them. The first call they gave me some strange instructions to reset the system myself but it sounded weird so I called back and they said they can see something is wrong and they eventually scheduled me for someone to look at it. *** my case worker scheduled Two technicians for 9/8/22. They came out and fixed it and the technicians told me that the original technicians installed the solar improperly. They have done this in the past as well. By 9/9 my system was up and working properly. I was told to wait a week before calling for a reimbursement. I sent *** an email regarding getting reimbursement for my lost solar production. She opened a compensation case. *** case# *** sent me an email saying they are looking into it. Then days later 9/23/22, I get a phone call from *** at 8:44pm from a person stating that he will reimburse me $75 for the inconvenience. I argued some with him but he said I would have to wait 2 more billing cycles before I can receive my reimbursement. It didnt make sense but that conversation should be recorded. I sent an email to customer service on 11/29/22. I got an email from *** saying more or less that I am not entitled to compensation because I only pay for what my solar produces. I did an 3-4 year average on what I should have produced this past year and I came up with a shortage of about *** kWh. Tell me if I am not understanding this correctly but my understanding is that I ended up paying more on my electric bill because of this shortage. (I have a spread sheet and emails if you need them). It seems unfair that I missed out on all this solar being produced because this companys technicians re-installed the solar in correctly. On top of that, they were supposed to be monitoring my system and should have seen there was a problem in the beginning, however I was told they were having issues with their monitoring system and that is why they didnt catch it. (Which should also be on a recorded call).

On 11/15 I signed a contract with a Sunrun representative, who was aware that my electricity usage was minimal. Despite this, they assured me that installing a solar system would be cost-effective. I was not given a copy of the signed contract immediately and was told it would be sent later. Subsequently, I discovered an email from Sunrun containing a contract with modified figures and terms different from what I had agreed to. This revised contract had electronic signatures I did not authorize. When I tried to contest it, the period to do so had passed. I contacted Sunrun to dispute the contract, initiating a dispute that has lasted over four years without resolution. My local power company charged about 8 cents per kWh, while Sunrun's rate started around 12 cents. My typical bill was around $30, but Sunrun's initial bill was $37.85 with a 2.9% annual increase, not the 1% I had agreed to. My main issue was the unauthorized use of my electronic signature. Over four years, I've interacted with numerous Sunrun representatives who promised to resolve various issues, including power production problems, and I've faced multiple threats from the company based on the disputed contract. I was informed that if I could demonstrate the signature on their contract was not mine, they would remove the system. This was confirmed not to be my signature by the latest Sunrun representative assigned to my case. Despite repeated requests, Sunrun has not provided the original contract. The solar system has not generated power for months, and my local utility bills are now lower than Sunrun's charges. I have ceased payments to Sunrun for four months and demanded they remove their system and repair my home at their cost. Otherwise, I will consider buying the system at a reduced price or removing it myself. Sunrun benefited from a federal tax credit for the installation, which I cannot use. After four years of compliance, I am seeking a reasonable resolution. The situation involves an interstate corporation and could lead to federal involvement due to potential fraud charges. Many online reviews, such as on Complaintsboard.com, reflect similar complaints against Sunrun.

They reroofed my rental home approximately 5.5 years ago and guaranteed that the roof would not leak during the 20 years solar panel lease, otherwise they would make the repairs. They reroofed my other rental that was leaking, but are refusing to repair my second home that is leaking, both due to improper anchor installation. I have been fighting with them since December . This is preventing me from selling the home, is causing financial hardship and delaying my divorce. I am currently working with *** , ***@sunrun.com. She is aware that I am filing complaint with Complaintsboard.com because this is getting close to statue of limitation. Hopefully, this will give her ammunition to get my roofs repaired. The house has solar panels on all three pitches of the roofs and all three roofs are leaking. I am filing complaint because I have been patient and nothing has been resolved. Sunrun initially told me that their investigation of the garage roof found that the anchors that hold the solar panels was installed incorrectly. Before they reinstalled the anchors and patched the roof, they were on the roof a couple times to do a quick patch job and another time to put a tarp on the roof until the roof could be properly repaired. Mind you, that year we had alot of rain, and Sunrun Solar had alot of roofs that were in need of repair. The roof continued to leak so they came out two more times walking all over the terra cotta tiles and their last report claimed that the roof was old and tiles were slipping, dirt was clogging water run off, and their was a hole in the roof. They obviously did not do a good job reroofing the roof before installing their solar panels in August . Intially, they repapered, installed their no leak anchors, retiled the roof, and installed their solar panels at the start of the lease. They guaranteed that the roof would not leak. The roof is only 5.5 years old now and they did the work. Only their roofers have been on the roof. They broke tiles when they first installed the roof and solar system and did not replace them. They sealed them together with a sealant that has not stood up to the weather. So they brought replacement tiles and left them in front of my Tenants garage. The garage roof continues to leak and I have been told by a EPA expert that the structural beams are rotting and will have to be replaced before the roof can be repaired. Sunrun never investigated the main house attic for leaking when they first investigated the leaking garage roof. They only looked at the main house roof from the outside. My Tenants informed me 3/12 that the main house attic was leaking from both sides of the pitched roofs. Sunrun is still refusing to fix the garage roof and told me that none of their Roofers want to investigate the attic due to the COVID-19. I told them that the roofs are leaking and need to be repapered and retiled. They are the only ones who have been on the roofs of the home and everytime they are on the roof, they are causing more damage. They are claiming that it is not solar related, but it is definitely their responsibility.

In May my wife and I were excited to go solar. With the expense in getting a new roof our dream of becoming self reliant was becoming a reality. We decided to go with Sunrun to provide our solar needs. In may we experienced a plumbing issue that required the removal of three panels to access a vent pipe the panels covered ( we have an older home). I called them to make this request. Sunrun advised that we email them with pictures. I did so. I still have these Emails. After a couple weeks the panels were removed. We were able to unclog a bad blockage and were now ready to have our panels reinstalled. At the time we were working with Customer care Rep ***. It took a couple emails to get this going. Before long we were contacted ( by phone) from a technician to set up a time. the panels were reinstalled by a technician claiming he was from Arcadia solar ,a contracted company Sunrun was/is partners with and who our components are distributed by. It was after this things got really problematic. Shortly after our panels were reinstalled a component in the main board failed ( in July In Phoenix). we went a month with out Solar power in July. This netted a $500 power bill we were not prepared for. After the component was reinstalled ,end of July, our system is once again generating power at the specified output. as Confirmed by Arcadia. Sunrun did honor the performance guarantee by crediting us about $110; however that did not come with a fight from them. I continued to pay the monthly lease agreement despite the enormous APS bill from July, the month Sunrun Failed to provide. The APS bill took months for us to pay of with our tight budget. Now Fast forward to January , Sunrun contacted my wife regarding a work order to reinstall these panels. Of course we stated they have already been installed last year. They stated they would look into this claim. I have been in contact with an *** ( Tier 3 escalation Case Manager). 6 weeks later after making my case to Sunrun I recieved an Email with an official notice PDF attachment from Sunrun.. Email stated that they had confirmation that the work was not performed by sunrun and that because of our actions this would Void our roof penetration warranty , equipment warranty , and monitoring for our performance guarantee, But for $350.00 they would send out a technician to check out the system. This MAY reinstate the warranty and monitoring but not till Sept of this Year, After the hot months here in Phoenix. I find this a bit odd considering the failure we had last July. This move makes me think that even they do not believe the components would last the summer. This is extremely poor record keeping on Arcadia and Sunrun. It is unlikely a technician would call to set up a time to work on our panels without a work order. This person knew our contact info, solar provider, and address. If this person was not affiliated with Sunrun then we have a bigger issue here. This technician contacted us after a little while week or two after *** emailed me that she would get this request to "The Schedulers". None of this is adding up. I feel this is a attempt at extorting more money from us and making us pay on a sub-quality system. We are less than 3 years into a 20 year lease... what is in store for us with Sunrun and the problems we are already having i can only assume. APS ( Arizona Power Systems) is the main power provider in our area.

I had Sunrun Solar installed at my home in August and the first month it produced was October and at that time I was given a proposal that indicated I would be able to generate most of my needed electricity through the Sunrun Solar panels. Throughout 2020 and 2021 the solar system seemed to perform as promised but in May 2022 the system started to produce considerably less solar power than the previous year. I was not immediately aware but when I started having higher than normal electric bills I contacted Sunrun and was told right away by the person who took my call that day that my system had been underproducing since May 2022 and we needed to have Sunrun come out and look at the system. We were scheduled out two months to even get an appointment for service and when I expressed concern that I would continue to be producing less solar power within that time period I was told that they were giving me the soonest available appointment. On the evening before the appointment I was unexpectedly rescheduled out an additional two weeks. I was told on the initial call with Sunrun that after the system had been looked at and repaired I would be able to get a refund for the under production of the system. My complaint has several components. The first is that Sunrun failed to maintain the system as stated in our contract. Page 5 of my contract item 3 states "Sunrun will monitor the Solar System to proactively address any problems that *** arise". The first thing the customer service agent said to me when I called in October 2022 was "it looks like your system has been underperforming since May". Page 7 of the contract item 2v states "Sunrun uses the Production Monitor to monitor and record your electricity production, and promptly respond to any production issues" This obviously did not occur if my system had been underproducing since May 2022. I called on September 2,2022 to address my high *** bills and was given a case number #*** and a service appointment date of 10-13-2022 which was then rescheduled to [protected]. When the system was serviced I was told by the service crew that my system did in fact have a "fault to one of the strings" but they were able to fix it and the system was fully operational. My second complaint/concern is that when I inquired about reimbursement due to the underproduction since May 2022 I was offered approximately $49.43 as reimbursement for my system underperforming for 5 1/2 months this was given case number #***. I have not yet been reimbursed for the $49.43 as of today's date and have told Sunrun that this amount is unacceptable due to the length of time my system was partially down. And now as of December 12,2022 when I called in to follow up on my reimbursement I was asked again "are you aware that your system is underperforming?" I was told that it is performing at 70% Once again Sunrun is NOT monitoring the performance of my system the customer service I now have a new case number #*** for underperformance again. The guaranteed kilowatt hours is so low that it is possible for Sunrun to continually underperform and not have to payout the consumer in any legitimate way. *** is terrible. I was assigned a "case manager" for first the system issues and then the reimbursement request. These case managers have no authority and are extremely hard to get hold of. The last case manager I had *** continue to call an incorrect phone number even though I asked her over and over again to change it in my account and gave her a correct phone number to call.

I purchased a Solar system from Sun Run. We were lied to we were told we would get incentives via a battery or batteries. They never installed them. Then our system did not work for the initial four months and we were given a $204 check. About seven months later we started receiving an average of approximately $270 a month power bills and all our food went bad in our freezer about $800. We contacted sunRun and They said our system was not working properly and they sent out a technician. We had two inverters one was completely fried and the second had an antenna that did not work at all. When I showed the Technician our paperwork and all our ruined food he replied that we were not given any batteries what so ever! Then we started receiving The $270 power bills on top of the $606 payment. I called Sun Run and we were told by Rayne (RAIN) that it was obvious we had not enjoyed the benefits of solar and they in fact owed us $1586 for the system under performing. Then when I told her that *** sold us the system and she stated he had dumped a lot of people and was no longer with Sun Run and we were not the only folks this had happened to. Rayne went on to say as far as us not receiving the batteries she would have to contact her boss as that was above her pay grade. then a *** got on the phone and stated he was going to come at me as a supervisor? He began yelling at me and stated that Rayne had no authority to promise anything! As a Fire Captain for over 30 years and a Volunteer for the *** I let him know I am NOT A SUBORDINATE, but a CUSTOMER! we began going at it and when I requested his supervisor MR *** stated he was the supervisor. I gave him a chance to start over and act like one. He stated that Sun Run had been back out to our home a second time without us knowing as they do not always knock on the door. I advised *** with a "C" as he put it that no one could get in my back yards as I have a 6 foot plus locked gate and dogs. My neighbor actually brought over a door hanger for messages stating they were out today. the rest was blank and my neighbor does not have solar. I informed him that we are continuing to get $270 power bills. Mr. requested I send all of the. power bills and I not only sent six months, but a copy of our contract were they wrote next to incentives we were to receive batteries. He said he would call back in two days as he was off tomorrow and Got Crickets? I called Sun Run again and got another lovely service person and when I asked if we were going to get not just our $1586 dollar refund via *** but was I going to hear about our batteries? This women actually stated do you have a recorded copy of this conversation. I Could not believe my ears. I had sent almost 20 customers to Sun Run and just asked them to remove the money off there *** as they were probably fellow fireman or police officers. I told her that me and *** had words and I not only told him how to act like a supervisor, but Rayne (rain) should be his.He replied " I am A supervisor because I am so good that I am where I am at in only four years? I explained I had a blank card stating sorry we missed you and it was from another address. I then asked if someone was going to come out and handle our issues and this women hung up on me! I would advise anyone to stay away from Sun Run. I went through *** and plan on Filling a complaint with them as well. In closing I also contacted another person and they wanted me to pay $17,000 for one Tesla Battery and then the second would only be $6000. They also wanted to add seven panels and I was to pay for four and get three free. I was also told by Rayne that this was a common problem they were having that a third party company would try and sell you more. I have since purchased an APP called Mimic and you can record conversations. I would recommend anyone dealing with this company to record everything ! And when signing a contract I

Dear Madam, enclosed are two emails. The first is regarding my conversation with Vivint Solar Company, and the second details an unfair agreement. Email 1 outlines my complaint against Vivint Solar for dishonest commercial behavior. I was misled about potential savings from solar power and given low price quotes that were not honored. The contracts were confusing and violated consumer rights. The service and installation were poor, resulting in no energy production or savings, and I incurred additional costs. Upon contract termination after two years, I was asked to pay a $15,000 penalty. This is not an isolated incident; similar deceptive practices by Vivint Solar were reported by the Division of Consumer Affairs, leading to a settlement. I seek advice on terminating my contract without penalties, obtaining refunds for undue expenses, and preventing further consumer deception. Email 2 expresses my intent to file a complaint or lawsuit against Vivint Solar for deceptive sales practices, failure to deliver promised savings, and violation of consumer rights through unclear contracts. Salesmen did not disclose that the 'free' solar panels were actually leased, binding us to a 20-year agreement without clear terms or costs. Promised electric bill reductions were not met, and we are burdened with additional payments.

i have been with vivint solar for over 2 years sunrun had bought out Vivint solar my original contract with Vivint solar states that if my solar system is not producing any energy and they will reimburse me for the time that i did not have solar services i would think that my contract will be grandfathered in to sunrun since they still number one never came to my home and/or have me go to the home office to sign a new agreement now my issue is my system was not producing energy for almost 2 months i had to call them to get my system back up and running they made zero attempt to number one let me know that sunrun is now my solar provider and number two to let me know that my system was not running until i had say my light bill with pnm going up higher and higher so i had looked in to why my bank account had statements that said sunrun since i asked for auto payments i never had to look into where my money was going so i had to call sunrun and tell them my system was not producing energy no this is there responsibility to do because they should be monitoring my system which they where not doing so i had to spend my savings money to pay my outrages bill for my light with pnm the reason i had got solar is to help me save money they told me that the technician will not be available until next month then there associate informed me when that i had called that there would be compensation on my account for the time my system was not producing any energy during this time i had talked to another associate and they informed me that sunrun would issue out a check to me to reimburse me when my system was not producing energy and then there installer came to my home and replaced the part in my system and then came and told me that the system is back up and running and he had also informed my of the same thing that sunrun would issue me out a check for the time that my system was not running i waited a few months for this to happen and i called sunrun to see what the hang up was and i was met with a undesirable response that they would only compensate me 50 dollars i had informed them this is unacceptable i was told i was going to get more of a compensation i had spent over *** dollars from my savings and they only offer 50 dollars that was a slap in the face i had voiced my displeasure with the associate and he informed me that he would escalade my issue and get me a case worker now my time with this case worker was very displeasure able a person of the name *** had contacted me but i was unable to answer because i was at work then i had received a email from *** asking for a good time to reach me i had responded the best time was between the time of 8 and 12 then i had received another call from *** and again was not able to answer because i was at work every time *** had called me was when i was at work the she sent me a nasty email stating that they would not reimburse me not one cent of what i paid pnm and she quoted there contract now as i stated previously that my contact with Vivint solar has to be grandfathered in until they draft a new contract with me so i had emailed back sunrun/*** that i would not acknowledge there email because i would like to talk to them and i also had asked for an new case worker because *** is rude unprofessional and disrespectful why ask for my time i'm available if your going to call me during my time of work and not letting me present my case i believe this was a attempt to duck me and not let me present my case so i also stated in the new email that i'm only available during 8 am and 11 am my time and again *** reached me 5 minutes before i 11 i was already clocked in and ready to work i cant talk to an associate for hours when i have to work this is very unprofessional why ask me for a good time to reach me if your not going to reach me at a good time i can talk no attempts where takin from sunrun to solve this issue every time *** contacted me via email i asked for a new case worker and never received one i believe *** never let any one know what was going on and just kept my complaints to her self in my opinion *** was not handing off my case in attempt to sweep my issue under the rug and she only offered me 100 dollars credit to my account i have still not received any credit for 50 dollars and 100 dollars to my account this does not solve the issue that my account is still short *** dollars so thus far i'm seeking a compensation of *** dollars of which 150 would be applied to my account and the other *** to be issued back to me in a check for my savings all of this could had been resolved if they could have talked to me but *** refused to call me at a time i could talk or even hand my case off to another professional case worker i do not want this case worker to contact me again

We had an inverter out since March, that did not get fixed until October 28th. During this waiting period to be fixed we had to call numerous time without help and had Sunrun schedule and miss 2 appointments without calling or notifying us they were missing the appointment. The inverter being out lead to our *** end of the year bill being $2189. This is way over our yearly average of $200-300.I was given to an Escalations Specialist, ***, *** who is not really helping me and doesn't respond to my emails of phone calls unless I repeatedly reach out.On November 10th, I signed a contract with Sunrun, stating they would cut us a $2000 check to compensate this. It is now December 16th and there is no check and no check has been issued. I reached out to her numerous times to see what was going on as the bill was due to *** on November 16th.Her first excuse to me was that the company was not issuing checks for weeks due to the Thanksgiving holiday/. What? Why would you stop issuing checks because Thanksgiving is happening in 2 weeks? I have continued to reach out to *** since then and still cannot get a check issued. Now my bill is officially a month overdue with *** and still no check. *** has never once called me, even though I have left her numerous voicemails asking for her to do so. I do not want to feel like a bill collector calling all the time and harassing people. I just want to pay this bill and move on with my life. If you entered a contract with me to issue a check, then you need to live up to your end of the bargain.Here are the numerous emails sent.November 1st ***Hide *** Hello ***,My name is ***. I'm from Sunrun's *** team. Our team is dedicated to improving our customer's *** journey by resolving existing issues and ensuring they do not happen again.I understand that you're upset as you have been waiting on an inverter to arrive at our warehouse in order to schedule the necessary appointment. I do apologize that that has been taking quite some time. I have contacted the performance manager to hopefully get a better update in regards to that. As for compensation, are you looking to request a billing crest or a check?Thank you,November 3rd *** Hello,Yes we are upset because they missed 2 appointments with no call or anything. Even the guys who came out and actually fixed it Friday were surprised at this. Our inverter has been out since May so our end of the year bill that is due November 16th is $2185.49. This is almost $1800 more than our average yearly bill. Our average yearly bill is $250-$400. So we are looking to cover that $1800 difference. Please use 562 *** to contact us.Thank you, *** November 8th *** Hello, We are still trying to get in contact with you. Please respond to our messages and voicemails.Thank you November 10th To*** Hello,*** and *** once again reaching out to you to get in contact with you. We have sent you numerous messages and left at least 5 voicemails. No email response or phone call.562 ***. Please call us.Thank you November 10th *** Hello Mr *** I apologize for the delay in my response. I can go ahead and send over a check this one time in the amount of $2,000. I will need you to sign a settlement before I am able to request that check be sent out. I will send that over to you via DocuSign/Email in the next *** concerns regarding it. Thank you,November 10th To*** Thank you! This should resolve this issue. I will be awaiting your email.November 10th ToBob *** sent you a document to review and sign.REVIEW DOCUMENT ***,Please DocuSign _General Release for Checks, SC-***, ***pdf Thank You, *** (document was sign the moment it was sent over)November 28th To*** Hello! It has been 11 business days and 18 days since I signed the documentation for the $2000 check. I am curious on the status of this as my *** is now 12 days late. Please reach out to us.*** and *** 562 ***November 29th *** Hello there,I just got a hold of a billing specialist, It looks like we held off on sending checks the last two weekends due to the Holiday but I have been assured that it will be sent out this Friday with no exceptions. I do apologize for that unexpected delay.Thank you, December 8th *** Did this get sent out yet? Almost a month out from promise of check.December 9th To*** Any update?December 13th To*** Why are you ignoring me? If you are a Escalations Specialist, why so you refuse to contact me. Is it because your company still has not cut the check? I don't understand how hard an email reply is.December 13th *** Hello sir, I apologize sir as I do not intend to do it on purpose. Let me check on the status of that promised check i offered you. I will get back to you within the next 3 hours with an update. Thank you. (never got a response in the 3 hours)December 15th *** Any update? The bill is a month past due now. We made an agreement over a month ago and you guys have not honored it yet as far as I know. I feel like a bill collector. Why does this have to drag on for months? Please respond. December 15th *** I apologize very much. I am waiting to hear back from the billing team. I will make sure you receive the check however I will inform you as soon as I receive an update as I am hoping very soon. As you can see I have reached out so many times and I get an excuse every time.

Sunrun has taken advantage of my elderly parents and disabled neighbors in financial hardship. In my parents case who are *** and *** at 921 e *** in ***, my father was in poor health with CHF, severe diabetes with amputations, multiple types of cancer, dementia and much more. He had given his power of attorney to my brother in ***. Mother who is also disabled with diabetes, ocular pharyngeal muscular dystrophy, severely hearing impaired difficulty speaking, swallowing and walking. They were on a fixed income and their monthly bills were less than usually $50 a month for electricity due to their multiple discounts including for low income and disabilities requiring heating, cooling and machines. Vivint solar salesman *** came to my parents house when my mother was gone and my father was in care of a VA respite provider. *** was allowed into my fathers bedroom by the caregiver where *** convinced a sick old man with barely a year left to live and he was going to save him money monthly, in fact at the end of the year he would get a rebate with the money the solar panels would make. He did not understand that this was a 20 year contract. He wasnt even going to be alive 20 years. My father who was not supposed to make any major decisions had signed the agreement contract before my mother came home. My mother said when she got home she found them in the bedroom and she told *** she was not interested and she was not going to sign because she was happy with her discounts from PG&E. She also refused to give *** an email. She never received a copy of the contract probably because it was sent to the fake email. She came home one day to find that the solar panels were almost completely installed on the house and was very shocked to find out it was done due to she had never signed anything and my father was not allowed to make big decisions like that without my brothers approval with the power of attorney. Also she does not believe the circuit breaker panel was ever checked and neighbors had told her theirs were unsafe and her house could burn down so she thought she was safe only using PG&E because she didnt know how it was all connected due to she is not an electrician and believe PE&E was a safe company and Vivint solar was unscrupulous and fraudulent. After my father died May 6th, my mother received a letter in the mail for Vivint solar stating she owed $1567.14 and the *** was in her name. She was shocked due to the fact that she thought that they were on PG&E because she was told that solar had been turned off. She did not believe it was her bill because she had not signed anything and the only person who signed was dead: She had been paying PG&E. She also went to refinance the house and was not able to register the paperwork due to there was a lien from Vivint solar. If they were trying to send her communication to the fake email she never got them due to the salesman made the email up. She never signed the contract, in fact the contract has a typed signature and it says that the email was not verified. When I looked into the information, I found Vivint disconnect of the solar panels from the grid October 20th stating assets impaired pending removal. The solar never worked to give them savings; it only gave higher bills and emotional distress. Vivint just abandoned the equipment on top of the house which made it so that she was unable to be on PG&E due to the solar panels were on the house. She also does not belong to Vivint solar Sunrun. I had a hard time trying to get them to listen to me. I sent them many letters which were never attached to the file because even though I had included the address and my parents names; I was not listed on the account so they could not keep anything is what I was told. My mother is disabled, we told them over and over again that was not her email and to communicate with me via my email and phone number due to she is legally deaf and has difficulty speaking. Finally they started to listen but they will not work with us until she pays the $1,567.14. And then they wanted to renegotiate the *** more years; This is taking away her peace of mind in her final days. My mother nor I have that kind of money due to low income and disability. I will inherit the house but I do not want Sunrun as it is ore a contract that is going to cost huge amounts of money as my neighbors. I am willing to work with them but since the caused all this harm and drama plus abandoning the equipment for over 2 years and took advantage of sick elderly people the equipment if working should be free and if not working they need to remove it and repair the roof. My mother told to them when she refused to sign the contract that they were on a fixed income and my father was ill and they could not make more bills. In fact her income was greatly reduced after my father passed away so this is now worse since she is in electricity limbo. My father was confused due to illness effecting comprehension of the contract. The believed the salesmans lies. My father was promised that they would save him money; my father never did the finances. Before he died he believed he was back on PG&E because he called and told them the Solar was not working because the bills were higher and he felt he was misled. This is Abuse of elderly sick people. My mother had no idea this was going on until I started looking into the situation to find out why she could not file the deed. She just knew that the prices of her electricity was going up to the point she needed senior assistance to get food because she could not afford the high price electricity and she needed the electricity due to her health conditions per her doctor who signed her up for discounted electricity through PG&E. The contract is fraudulent. She never signed anything; only person who signed is now passed away and he was not competent to sign. He could not even be left alone. Also my mother does not believe the electric panel was inspected by the city. All the neighbors stated they had unsafe panels and were afraid of fires due to poor installation. You will hear more of this in the next 2 complaints from our neighbors. I started going to the neighbors houses with solar panels asking who had salesman *** and Vivint Solar. My neighbors told me horror stories about how they also have been lied to and made promises and were cheated and had fraudulent contracts. They also had poor improper installation with the circuit panels.917 E ***, my next door *** and ***, their email will be forwarded to you by me. The email explains their complaints. *** also said her husband never signed the contract, only she did. They are both co-owners of the property. She was told he didnt have to sign. She said he was not in agreement with the solar panels being installed. It was an extreme hassle to make sure the panels were safe with multiple attempts to install panel failed inspection, Vivint told them it was correct. They had it inspected by PG&E and found permits were not filed and wiring was not sealed from the elements and problem with ground connection. They are getting triple their previous bills which is an extreme hardship due to they are disabled on fixed income. Plus moreJust a couple doors down at *** in ***, *** told me his story which has left him in limbo not with Sunrun or with PE&*** like my family. He said that *** came to his home telling him he already had his information from PG&*** said he was in a bad financial was and the electric bill was in his deceased mothers name and he could not change it because his deceased wife had messed up the credit before she passed. *** told him he already had his debased mothers signature from the PG&E file so he did not have to sign for anything. *** said the house was only in his name and not his mothers name so how was her signature going to get him free solar panels. *** told him not to worry about it because he had been approved. *** said he got the panels installed thinking a government program had paid for it and he did not have to sign anything. He immediately was very worried because he said the circuit panels were obviously installed poorly with open wires and no inspector would come out and take a look at it. He called but was given the runaround because he was not on the contract it was under his mothers name only. His mother has been dead for over four years so there was no way she could call In to come and get them to look at the circuit panel. He took pictures and trying to get people to come out and fix it but no one would touch it. So he had to turn it off to avoid a fire hazard due to the neighbors (*** and ***) had said PE &E had said theirs was a fire risk and it took multiple electricians to fix it and he had no money to pay for that. He thought he was just going to be going back to PG&E. And Vivint solar never came to collect the panels or fix the circuit breaker. Very high electricity bill started coming in and he could not afford the increased cost of the electricity and they came out and shut him off and put a lien on his house. So you can see the pattern here of improperly installed circuit breakers fraudulent sales person making promises that could not be kept. Taking advantage of people who are in low income categories who are disabled and sick. They preyed on the people of this block. I have not gone around two more houses because I myself am disabled and it is very difficult for me to do what I am doing. But Im sure if I knocked on more doors Id find more horror stories. These are just from the neighbors here on my street.Please help us out to straighten out the situation because I am getting nowhere with the Vivint solar Sunrun Company.

Ms. CEO H333134333038373438H, I am writing to express my complete and utter disappointment regarding an issue I have been attempting to address with your company, as well as to request your assistance in resolving the issue. First, I will explain my situation and current state of disappointment. On a day in October , during heavy rain and wind, I noticed water dripping from the ceiling in my unfinished basement. Later during the same storm, water began dripping from the ceiling of my home office along a wall that is located directly above the location that water had been dripping in my basement. Pictures and video were taken to document the extent of damage to the ceiling, wall and floor in my office. When I investigated the source of water leakage in my attic, I found the entry point of water into my home. What I found was an improperly installed H333032343338373231H system mounting bracket fastener, which was installed at such an angle that it protruded through the side of a roof rafter as opposed to being screwed straight into the rafter. I took pictures and video of this leak source using my smart phone, which I believe clearly shows that the improperly installed H333032343338373231H system fastener is the source of the leakage. I contend that, since the fastener is installed at an angle, the fastener's watertight sealing capability is compromised and has resulted in a leak path that was not detectable until now. I further contend that this is a latent defect, not detectable by reasonable and customary observation or inspection, and the result of poor workmanship on the H333032343338373231H system installer's part. Having identified the source of water leakage to be my H333032343338373231H system, I promptly contacted H333134333038373438H via your customer service phone number at approximately 1:45 PM EST on October 27th. I explained to the representative, Rona, that I had a leak due to the improperly installed H333032343338373231H system fastener, which resulted in damage to my home, and that I wanted the leak repaired as soon as possible before additional damage was incurred. I also indicated that I wanted to be reimbursed for the cost of home repairs. The representative informed me that I needed to submit a Damage Claim Form, which H333134333038373438H would investigate and respond within 24 hours. She sent me a link to the Damage Claim Form via email while we spoke, and also noted that I could attach photos and videos. By 3:30 PM that afternoon, I had submitted the Damage Claim Form (see Attachment 1), first with photos and a video attached, then again without the video because it was not clear if the upload was successful as a result of its file size. (Incidentally, while I had customer service on the phone, I asked about the status of replacement of one of my two H333032343338373231H system inverters, which a H333134333038373438H representative had determined required replacement about 5 months earlier. This led me to a discussion with another representative, Rayne, who told me that H333134333038373438H still has no inverter to install and that I would be emailed when H333134333038373438H is ready to install it. She said I would receive a rather large credit once it was fixed. To date, I have not been contacted to install the inverter.) A response to my damage claim arrived via email at 7:19 PM the next day. I received a response (see Attachment 2), which looked like a canned response, that stated "H333134333038373438H determined that your 5 year warranty expired in July. H333134333038373438H encourages you to employ a roofer/contractor to make any necessary repairs to your home. If you need assistance with the removal of panels, please contact our customer service." There was no contact information provided for me to speak with the person that prepared this response in order to contest the decision, and an attempt to respond to the email message via email was undeliverable. I have to believe the preparer spent no more than 10 minutes preparing this response, and did not even research the details of my account enough to determine that H333134333038373438H did not install my system (Sungevity did), and therefore the H333134333038373438H warranty terms do not apply. The next day, I contacted H333134333038373438H customer service again to find out who I could talk to regarding the rejection of my damage claim. Customer service connected me to the Damage Team. After the first person placed me on hold for nearly an hour, I spoke with a second representative (Rose). She indicated Jantzen was my manager and that he would contact me. At my request, she gave me the Damage Team's direct phone number and indicated that if I did not receive a call from the manager, I should contact the Department Supervisor. The manager returned my call later that day. I explained to him that a 5-year warranty is not what I had when my H333032343338373231H system was installed by Sungevity back in 2014. I told him that I believe my system is still under warranty and cited some verbiage from my Sungevity Performance Guarantee and Limited Warranty Agreement. I also told him that the cause of water intrusion is a latent defect resulting from poor H333032343338373231H system installer workmanship and that I would hope H333134333038373438H would repair the leak and damage to my home at no cost to me even if my system was beyond its warranty period. He indicated that if I submitted any documentation on my Sungevity warranty terms, he would review it and see what he could do. I also noted that I have an urgent need to have the leak repaired as soon as possible to prevent further damage to my home, and asked if I could get the leak repaired at my cost and resolve reimbursement later. He advised against this. I further asked if I could get a H333134333038373438H representative to remove one or more H333032343338373231H panels at no cost to me in the near term so that I could get the leak repaired before incurring additional damage, or if I could remove the panels myself. He indicated that if panels were removed by anyone other than H333134333038373438H, it would void the warranty. Further, he said that if I want H333134333038373438H to remove them, I would have to contact customer service and they would send me an estimate for H333134333038373438H involvement. He recommended we try to resolve the warranty issue before conducting any repairs. At this point I resigned myself to submitting the requested Sungevity warranty documentation and waiting for it to be reviewed. He followed up our phone call with an email to me so that I would have his email address to provide the documentation. Over the next day, I compiled all applicable documentation and submitted it to him via email, as we agreed, on the evening of Saturday, October 30th. A copy of that email, which also stated my points as to why I believe the leak and damage should be repaired at no cost to me, is included as Attachment 3. To my complete dismay, I have been unable to get any further response from anyone at H333134333038373438H regarding my claim. I have made a total of eight attempts to speak with someone between then and now and have not even been able to determine if anyone has looked at the additional information that I had emailed to him on October 30th, never mind make any progress towards having the leak source repaired. This is totally unacceptable. The following is an abbreviated list of my attempts to reach someone on the Damage Team: I left him a voice mail message on November 3rd at the phone number he had provided in his October 29th email to me. He never responded. I sent him an email on November 5th asking for a status. He never responded. I sent him an email on November 11th asking for a status and indicated that I would be forced to go up his chain of command if he didn't respond. He never responded. (Attachment 4 includes the email thread that captures both my November 5th and my November 11th emails). Due to a complete lack of responsiveness from him, I shifted my focus to the Department Supervisor who I had previously been told was the Damage Team's Supervisor. I attempted to call the Supervisor via the Damage Team's main number at approximately 1:30 PM on Friday, November 19th. I was told that the Supervisor was not readily available, but that he would call me back within 24 hours; meaning later that afternoon or by 1:30 PM on the following Monday. I did not receive a call back. At 3:00 PM on Monday, November 22nd, having not received a call back from the Supervisor, I called the Damage Team's main number again to speak with him. The Damage Team representative I spoke with said that the Supervisor was not available, and indicated that he would call me back before the end of the day. He did not. At 3:30 PM on Tuesday, November 23rd, I attempted to reach the Supervisor again. The representative that answered me put me on hold for a few minutes then reported to me that the Supervisor was in a meeting and would call me back after the meeting. He did not. On Monday, November 29th, around 10:00 AM, I once again attempted to reach the Supervisor. The first person I spoke with placed me on hold and left me there for about 30 minutes. I hung up and called again. The person that answered, Shaiel, was very helpful. She reportedly spoke to the Supervisor (who still did not speak to me) and said that the Supervisor indicated that I need to submit a new Damage Claim Form, and that I would also get a call from London before the end of the day. I did not receive a call from London. I was also flabbergasted that, after so may prior calls, I would now be told that I need to submit another Damage Claim Form in order for any action to be taken. I submitted a second Damage Claim Form, which essentially referenced the first one, before the end of that day (see Attachment 5). When submitting the form, the H333134333038373438H submittal system indicated every effort would be made to respond to me within 24 hours. On December 28th, having not received any response to my second Damage Claim Form, I attempted to contact the Supervisor again. Again, London was not available. The representative that answered, Meadow, looked up the information regarding my November 29th claim form and reported that the Supervisor had closed out the claim by saying the case manager (Jantzen) would email me. I could not believe my ears! Not only had nobody informed me of this in any way, but I had still not heard one peep from the case manager or the Supervisor. Meadow went on to tell me that the Supervisor was NOT the case manager's supervisor. When I asked who the case manager's supervisor was so that I could speak with that person, Meadow informed me that she is not authorized to provide me the supervisor's information, but that if I ask the case manager (or any other representative) for their supervisor's information, they are required to provide it. Well, if the case manager never responds to any attempts to contact him, how am I supposed to ask him for his supervisor's contact information? At this point, I was livid. Meadow said the best thing she could do was to enter a task for the case manager to call me regarding my November 29th claim. I asked if she could enter a separate task for the case manager to email me his supervisor's contact information. It has now been over a month since these two tasks were entered and neither has been done.

Here is my timeline of my solar project with Sunrun:

Agreement signed September 17

Design Plans signed October 11

My HOA approval completed October 26

Solar equipment installation December 13

Inspection performed January 6 - Failed inspection

Since January 6 no action has been performed. No status or communication from Sunrun representatives been provided.

Sunrun has installed useless equipment on my home.

Update 5... Stay tuned... There will be more.

Update 4... What makes matters worse, I checked the City Inspection website to find out what time the Inspector is going to arrive on 01/21/2022, and I was shocked to find out that the inspection was CANCELLED. I am trying very hard to keep my cool, but I have had enough. Perhaps a visit with my Attorney is in order. Let's see if they even bother to call me about the cancellation.

Update 3... A technician (of sorts) showed up unannounced on 01/20/2022 driving a personal vehicle and parking in my driveway) put the necessary stickers in the electric boxes and conduit but NEVER fixed the incorrect electrical box. He said he would call for an electrician to fix in the afternoon, so it will pass inspection tomorrow. So it is now early evening and did an electrician show up? Oh? You know the answer to that!

Update 2... So now I am past being nice and am extremely demanding with many more emails and text messages. Finally, someone in authority with them arranged a re-inspection with the city inspector for 01/21/2022.

Update 1... So after many more communications, I was assured that someone would complete my solar problems and the inspection by the city would be finalized by 01/13/2022. As expected, no one from Sunrun/Vivint showed up and the Inspector was sent away.

* START READING HERE FOR FULL STORY*

This is an email I sent after 20 texts, emails, and phone calls. My opinion is to stay away from Sunrun/Vivint. The installation was not that good either.

They damaged part of my roof and the conduit they ran looks horrible. That is what you get when a rental truck (NO doubt it was a subcontractor) rolls up with all their stuff thrown in the back.

Good Day,

I have an issue that is not getting resolved and have been totally unsuccessful in previous emails and correspondence with reps from your company. Time is of the essence. My solar installation was completed on August 30, 2021 except for some electrical work due to the electrician not having the correct parts.

I was patient and understanding that an inspection from the City of Chula Vista Inspection Department might take approximately two months to complete. I was assured by your company that the entire process would only take 7-8 weeks. After three months, I started communicating with my sales rep to get a status report. I received the same canned speech every time that it was the fault of the City of Chula Vista Inspection Department as to why nothing was being done.

So now we are near five (5) months after install with incomplete work and no inspection. Taking matters into my hands, on January 6, 2022, I went to the City of Chula Vista Inspection Department and spoke with the Senior Inspector. He reviewed my file and noted that an inspection WAS NEVER SCHEDULED. He also told me that a final inspection could have been completed two months after installation.

What makes matters, no one can find our account in either Sunrun or Vivint.

I have scheduled an inspection with the City of Chula Vista Inspection Department for:

Thursday, January 13, 2022

I notified my sales rep of the inspection date but not sure if this information will get to the right department to finish my solar installation.

I am requesting that your company send any and all trades people to my home prior to the inspection date to get the solar system complete, so the final inspection will pass. The Senior Inspector also stated that a representative from Sunrun/Vivint must be on site with paperwork they need to sign off.

We can then move on to SDG&E for their approval and get the system finally turned on. I have spent hundreds of dollars in additional electric charges because of a failure on your part to follow up.

Please reply to this email as to when I can expect workers at my home.

Thank you in advance for your cooperation.

User's recommendation: DO NOT EVER USE SUNRUN/VIVINT.

Costco promoted sunrun at their store. Sunrun says they do solar for costco. They have this convoluted lease program, which some bloggers say they were sued for. But, the salesperson and instillation overall was ok. But if you are middle aged or a senior Do not buy from them! if you expect any assistance after that. In essence they will tell you we really do t appreciate your calling, we will NOT send anyone out to check your system, we monitor everything, leave us alone and don't bother us. ( there supervisors apparently promote this callous arrogant attitude in the young people they hire) Check the internet and Bbb, their customer service is the worst I've encountered in 60 years. Allot of solar companies out there, don't make the same mistake I did.