2 ½ years ago we entered into a contract/lease for 90+ solar panels on our house. The monthly solar panel lease payment is $222.19.
On September 7, 2022 a 3,500-pound palm tree fell on our roof and damaged 12 solar panels. At that time the home was vacant and listed for sale. On September 8, 2022 at 12:02:57 PM CDT Sunrun was notified of the roof leak and solar panel damage. The response from The Sunrun Team [email protected] is as follows:
Thank you for contacting the Sunrun Damage Department. We have reviewed your damage claim submission and have determined that the scope of damage reported does not fall within the warranty of your Sunrun contract or does not indicate solar involvement.
We advise you to seek consultation from a contractor or roofer for the damages listed. Please contact our Customer Care department at 1-855-478-6786 if you need to have panels removed for your roofer to make repairs. Please do not reply to this email, it is not monitored.
On September 11, 2022, the solar panels were removed and the active roof leaks were repaired by our personal contractor.
On September 20, 2022, 1902 Running Springs Drive went under contract for sale and the closing is scheduled for Friday, October 21, 2022. The sales contract states that the home is “in the progress of roof and solar panel repairs”.
Myself, my husband, and our real estate agent have collectively called customer service, the transfer department, the Damage Department, and the Removal & Reinstall Team at least a hundred times typically getting disconnected, sent straight to voicemail or ultimately just told that there is no one available that can help.
Case manager, Alejandro Martinez, repeatedly promised to send emails that were never sent/received and promised to make phone calls to “corporate” that were never made. When I told him I had no choice but to purchase replacement solar panels from a third-party company he begged me not to “because it would affect my credit”.
He also called our real estate agent, Tammy Charles, to ask her to call me and make sure I didn’t purchase replacement solar panels from a third-party company. He never did call me back with a solution or resolution. When he could no longer be reached at the direct number (385-274- 6759) he provided I once again started calling customer service to speak with a supervisor.
I was finally put in touch with Vince Trout (786-634-6145) who listened to our complaints and pleas for help. He said he would try to help but after over a dozen phone calls to him we were finally passed on to Carissa Baca, Case Manager Supervisor, Customer Care (860-960-0717).
On September 30, 2022, Carissa Baca called and apologized for all the run around and terrible customer service. She also admitted that our solar system has only been performing at 47% for the past year and we are owed $2,400+ for performance review refund. She provided two options to present to the buyer of the home: 1) replace the 12 damaged solar panels or 2) cancel the solar panel contract. The buyers decided to cancel the contract and that was relayed to Carissa on October 2, 2022.
Despite numerous phone calls and emails to the transfer department, Vince Trout, and Carissa Baca we didn’t get a response from Carissa until October 4, 2022. Her email read as follows:
To clarify, when I talked to Tom, I was under the impression that there were ONLY 12 panels on his home and all of them were damaged by a tree falling onto his home. I had approved for a 12 panel cancellation. I did not approve a 90+ panel account cancellation.
It was a misunderstanding that has been communicated to the potential buyer already. I do admit I should have checked the number of panels on Tom's home before confirming the option but I can not submit an insurance cancellation of Tom's account if only a portion of the system is damaged.
I would be happy to personally call the buyer's realtor to discuss options for transfer and to greatly reduce the monthly payments made for the solar system. I also would be happy to offer Tom an appeasement for the confusion.
Vince should have given options to permanently remove the 12 panels of the existing system with a payment reduction to reflect this. If accepted, we can get the document for that sent out today. If refused, cancellation will need to go through my legal department here at Sunrun and can take weeks to finalize without a full system insurance claim. Please let us know what you decide so Vince can action this as quickly as possible.
We responded with a list of questions that are still unanswered by Vince and Carissa. A Sunrun sales rep (Not Carissa as she had offered to do) called the buyers and was not able to answer all their questions so they were left understandably upset and very leery of moving forward with Sunrun. Now we are at risk of losing the buyers because of blatant negligence, horrific customer service, and consistent misinformation made on Sunrun's part.
On October 5, 2022, I sent yet another email begging and pleading for someone to help us find a solution and take action. This time I included Sunrun executives Mary Powell Chief Executive Officer, Lynn Jurich Co-Executive Chair, and Edward Fenster Co-Executive Chair.
On October 6, 2022, I received an email from Rachael Grant, Escalations and Prevention Specialist (385-290-8055) titled “Complaint to Multiple Executives”. She indicated she would be our primary point of contact until we are able to resolve our recent complaint and I was hoping she would actually be able to do something but her last email on October 7, 2022, explained the following:
The main problem at this point for me is that I am limited in what I am able to accomplish in such a short period of time. I am happy to help in any capacity that I can, but this is also somewhat tricky now that we are at the weekend. I can take another look at this in the morning or possibly on Monday when I will have more access to resources. When you say that you are wanting me to own this, can you be more specific in terms of what I can do to help?
At 11:31pm CST I spelled out specifically what I was requesting.
Rachael,
Specifically, I want someone from Sunrun to take ownership and do the following immediately:
1. Decide whether the damaged panels are being replaced or cancelled.
2. Someone with complete knowledge of our solar system and Sunrun’s processes and procedures to call the buyers and their agent to answer ALL of their questions and to make sure they feel at ease and are comfortable proceeding.
3. If the panels are not being replaced then we need written documentation amending the contract and canceling the 12 panels.
4. If the panels are being replaced, I want someone to find out whether or not there are 12 panels available in the Houston warehouse.
5. If the panels are being replaced and they are available in the Houston warehouse I want authorization to pick them up and have them installed by our contractor immediately (because I’ve been advised that you do not have the manpower locally to do it.).
6. If the panels are being replaced but are not available in the Houston warehouse I want authorization to get a third party to install comparable solar panels.
Please understand that you may have just been brought into this situation a few days ago but Sunrun was advised that the panels were damaged by a palm tree/storm on September 8th, an entire month ago. We’ve been seeking guidance and direction from Sunrun since then.
We’ve been passed on to countless departments, case managers, and supervisors and still have not been able to resolve anything. If you do not have the resources and cannot help us please don’t waste anymore of our time because we simply don't have it. Please forward this on to someone that can.
No response.
The closing date is in 13 days. Sunrun has had exactly 31 days to act but to this day nothing has been resolved or settled. We’ve only been lied to, ignored, completely disrespected, and passed from one department to another. As I’ve mentioned several times, our financial future is literally hinging on the sale of this home and now the sales contact is at stake because of Sunrun’s refusal to act. We are running out of time.
Carissa Baca never responded with requested tracking information for the $3,000 performance review refund and appeasement check that was promised to be sent overnight yesterday and the check WAS NOT received.
We have had a solar lease for 2 years through sunrun. On may 18th the panels were struck by lightning. We contacted Sunrun the day it happened and they scheduled a technician to come out three weeks later. In the mean time our homeowners insurance sent out an electrician who promptly rewired our house and replaced our main distribution panel restoring safe electrical power to our home. Under the lease agreement we expected Sunrun would repair the lightning damage to their panels. They have not.
They are claiming that replacing our power distribution panel was a unauthorized modification to their system and they are saying we have to pay for all the damage cause by the lighting which hit their system and damaged our property.... to make this clear, their panels are heat damaged and not safely operational our houses electric system was fried.... we replaced our breaker panel which was fried because lightning hit panels that belong to them.... insured by them... and they are so steadfast not to honor their lease they are holding us liable!!!
This company does not concider their costumers people or else they wouldn't be able to sleep and night doing this to a family who leased a system so they could rest easy should a disaster strike. Any normal company would bend over backwards to make things right. Do not lease panels from this company you will regret it.
I honestly regret choosing Sunrun as a solar provider. I got my solar installed in March 2020. System was turned on in early July 2020. I called Sunrun in mid July 2020 regarding the solar system and they sent someone out in August 2020 to take a look at it. I called Sunrun again in August because the system failed to performed and was told that the technician did not fix the issue. The technician only took notes and updated Sunrun about the problem. I called Sunrun almost every week from August-October to get the problem fix.
Sunrun stated that they tried to reach out to me multiple times but I failed to answer my phone. This didn’t make sense because I was calling them every week to find out when someone was coming out. Another technician came out to my house in November 2020 but failed to fix the problem, again. I called Sunrun, sent emailed, wrote reviews and was given another appointment in January, 2021. Finally the problem was fixed. Now, I paid Sunrun 4 months of bill while the system was not performing and they failed to reimbursed me or credit me for all the money that I already paid. When I call customer service, they told me I still have to pay even if the system is working or not.
They created a case for early performance guarantee and told me that someone should reach out to me in 7 business days. It’s way over a month now and 3 cases were created. I’m still waiting on a phone call from Sunrun about the money that was owed to me but instead, the only phone calls I get is about my past due bill that I refused to continue paying because my system was not working. I’ve call Sunrun many times but the customer service sucks and everyone is on a different page. You can not get the same answer from everyone. I’ve filed many complaints, reviews, send emails, and phone calls but Sunrun don’t care about reputations.
I have lease my solar system since 2017. I have had problems with solar production. Solar panels were placed in areas where there is partial shade. They say system is working fine. Leased solar to lower APS bills and I am still getting high APS bills due to problems with system. I want them to fix solar production problems or remove system and end lease.
I am enclosing the latest demand by Sunrun Solar as I am not paying them one more sent due to the scam by one Jon Kirkland that they were aware of ! They had to be aware of his back ground and the fact after my wife and I saw his picture and wife's picture which I recently sent to you, we are pretty sure that they were the ones who represented themselves as sales people for Sunrun Solar using the name Valdez! Again here is his statement which he made after I wrote on that little I pad my initials JEK! Making him a representative of the company and they had to be aware of this!
"By signing below I acknowledge that I am Sunrun accredited, that I presented this agreement according to Sunrun Code of Conduct and that I obtained the home owners signature on this agreement!" Signed Jon Kirkland
Below is Kirkland record and at present is wanted by law enforcement according to our local paper and TV station.
That was on the bottom of where I signed and I was not shown this nor was I shown the 10 day grace period to change my mind about buying the system which was on the top of my signing! If Valdez was actually the one there then Kirkland was in no way there what so ever! The so called initials that showed on contract that took me 14 months to get in no way did I sign them in the manner shown it would have been as I have stated signed JEK, full initial not partial!
I am at a loose on what to do, my wife due to the stress we have been under suffered a stroke when we left in June to visit family in Virginia Beach and she was in the hospital there for 3 weeks. I am not saying this mess caused the stroke but stress was one of the factors. I have told Sunrun to remove the system and it is over and done with under the fact the contract is bogus and I was not allowed to invoke my 10 day right to refuse it which when I found out about the 2.9% increase every year which also was hidden from us would have ended the sale right then and there. I am going to enclose a copy of what I just got from them hoping in some way you can advise us on what to do. Thank you so much for you help in this matter.
I signed a lease to own conteact with Sunrun December 2017. As part of all converstaion we mde it clear we Since this time we had bee in contact with our sales person who kept telling the batteries would be available soon this and gon on for a couple years.
Recently my wife and I were told that we cannot have batteries because we do not have the correct inverter and it wouls take a major contract change. I have been trying to get in touch with my sales person but he will not return any of my calls.
I feel I have been lied too what the point of having Solar when the power goes out here I am like any other house sitting here in the dark.
Entered into a lease agreement on the 13th of April and cancelled the deal on the 15th. within the contract. 15 days later I still have not received my refund back and later found out they were 40% higher than the company I finally picked.
Sunrun is a JOKE and they LIED to Get OUR Business
I would not even give this company a 1/2 star. Robbie the sale person has been dishonesty and a lier from the start, We were only supposed to have one bill from Sunrun for around $83.00, well it hasn't been that way at all. We have been pay Sunrun and Duke Energy every month and now our bill with Duke energy is over $100.00 dollars and Sunrun bill is over $100.00 as well. We can't continue to pay this every month, we were better off just paying Duke Energy. I would not recommend this company to any one. I can't work and my husband last day from work is 11/01/18. His company is closing the plant after working there for 23 years. We have already called and complained and we told them to come get every solar panels from our roof. I will also be complaining to BBB. This company is such a joke and a lier. This is a warning to anyone that is thinking about going this route.
On 11/30/2016 with a sale representative: Craig Hinckley with Trinty-Solar/Sunrun. I was told by Mr Hinckley that once the solar was install, my energy bill with Sunrun would be around $150.00 a month and if I do auto pay $135.00a month.
Also that my bills with The United Illuminating Company which will be know as my secondary energy company, its monthly BILLS would be anywhere from & 17.00-$44.00 a month. He also said that any monies over that would be reimbursed so far I only receive $321.00 this is in the contract uder Performance Guarantee.
Since May 2017 my bills with UI had been up and down, 5/17- $293.98, 6/17-$199.51, 7/17-$17.52, 8/17-$88.27, 9/17-$102.51, 10/17-$174.03, 11/17-$167.29, 12/17$12/17$311.98, 1/18-$331.76, 2/18-$352.00, 3/18-$238.00, 4/18-$148.95, 5/18-$189.00 this was inadditional to the monies I paid to Sunrun.
Meanwhile I was promise by Sunrun to prehap shade some trees that might be preventing full sunlight.Then later refuse to trime the trees. Finally they offrer to reduce their bills, inwhich I was ok ,however they didn't address the problem that calls the secondary bills the UI to increase.
In otherwords they dont want to fix the problem, the Solar System is only producung 77% instead of the 100% that I was promise in the beginning on 11/30/2016.
SunRun Solar Chief Executive Office Lynn Jurich,Executive Chairman Edward Fenster and Chief Operating Officer Chris Dawson consider themselves to be above the law by dispatching their aggressive scam artist’s employees known as Canvassers masking themselves as representatives for local and state power companies, ignoring no trespassing or no solicitation signs posted on private property while proceeding to knock at every home owner’s doors in gated communities in Sacramento El Dorado Hills, Roseville and Folsom, disturbing every dweller’s right to privacy and tranquility.
Good common sense dictates, if a person can ignore a NO Trespassing or NO Soliciting sign posted on your property and can still knock at your door under guise of representing PG&E SMUD, or any other power company, in an attempt to con you the home owner into giving up your personal and financial information, then this should automatically raise a RED FLAG.
If these crooks were ever to show up at your door steps demand they leave your property immediately, and call your local law enforcement and file a criminal complaint.
The internet is saturated with complaints about this unscrupulous company, and its modus operandi to scam every day working folks out of their hard earned money.
In November of 2017, a representive from Trinity Solar (Joe Fadule) came to my home to speak with me regarding getting solar panels. I had just moved into my home in March of the same year. He explained that he would have to check my credit to see if I qualified but continued run his "spiel" on how much of a benefit getting solar panels would be for me. I immediately stopped him and told him that I did not need to hear about the product if I did not qualify and asked him to run my credit first. He quickly did and went on to tell me I qualified.
I then explained that I hadn't been in my house very long and did not need any bills in addition to what I was already paying for electrical services to my home. He told me that this would be the best thing to do to cut overall cost. He told me that I would still receive a very small invoice from my electric company for a service charge and he actually gave me the amount of $5.62 and my invoice from Sunrun would be $76. I repeatedly asked him to be as clear as possible with me because I am a single parent of a special needs person and could not afford to pay anything above that amount. I also told him that my electric was always a certain amount of which I am comfortable with and did not want any additional bills. He assured me that this was not the case.
The panels were installed on December 27th, 2017. I received three additional change orders, the first one being $76 (the amount I was quoted); the second being $70; and the third one being $87, which I was not aware of.
During this time contractors came to check my electrical services and other checks, then on December 27th, came to install the actual panels. The panels were up and supposedly working on April 17th, 2018. I received a welcome note from Sunrun inviting me to sign up for auto pay directly through my bank and when I went on the site to do this, I noticed that my bill each month for the first year would be $86. This was not what I agreed upon when the representative was here. I then called Sunrun on April 17th, never received a return call. I then wrote to them via their customer service website. I received an acknowledgement of my note right away but still no answers to my questions about how or why the amount had changed.
On May 1st, 2018, I received a note stating that my bill would $75. and if I signed up for automatic payments, my bill would be $70.92.
This system has been up and running supposedly since April 17th. Today, May 3rd, I received a bill from my Electric Company for $110.77. I immediately called Sunrun and spoke with someone named Marcos. I told him what the representative told me about receiving a small from my electric company and I told about the bill I had received today. Marcos said that he doesn't know why the representative (Joe Fadule) would tell me such a thing because charges would always vary, but vary by $100? I explained to him that I cannot afford and will not pay 2 electric bills each month (one from my electric company and one from them) which I clearly explained to the representative and would not be forced into hardship. Marcos also went on to explain that my bill each month would be $86, totally different than the amount ($70.92) that I had received in answer to my note to them. Marcos also told me that I was locked in for 20 years and there was nothing I could do about it.
I believe that this is a predatory company they prey upon people no matter what the customer tells them as I did. I need to know what recourse I have in this situation.
I entered into an agreement to have a Solar Panel System installed on my home. I was told that it would SAVE me so much money that, I'd be able to pay for the cost of running the system AND still pay my bill in addition to saving. Once the system was installed, it "performed erratically" for the first (3 - 4) months while I was charged an exorbitant amount.
A "tech" was sent to my home, (came 6 months later) to troubleshoot the system. I was BILLED while this was going on !!! After about a year, I received an e mail stating that a "UCC Lein" had been put on my home and told that EVERYONE has this. (A lie because my sister recommended this service and she's NEVER heard of this). I have spoken REPEATEDLY to Customer Service about "REMOVING THE SYSTEM" I was told that because of the (20) year lease that was signed that, that wasn't going to happen nor, would the lien be removed.
I was asked to submit (12) months of Bills so a cost analysis could be done. I submitted this JANUARY 31st 2018 and have not had a response YET on that matter. (STILL BEING BILLED) At this point, I just want Sunrun to come get the Solar panel System. This was the worst decision that I have made in my entire life. Yes, there is a lease but, there are clauses that protect EVERYONE involved. I would not recommend Sunrun to ANY human in the GALAXY.
SUNRUN IS A SCAM. THEY ARE RUDE, UNPROFESSIONAL, AND MAKE UNFULFILLED PROMISES.
If you guys ever plan to install solar, please stay away from SunRun. They make promises, but don’t deliver at all. They are rude and unprofessional. When something goes wrong, they will not take ownership or responsibility for their mistakes. They will give you the run around when seeking for help and will pass you around like a hot potato.
Let me explain my story.
About 6 months ago, they installed solar panel on my house. On the installation day, SunRun arrived at my house very early in the morning and was very rude to my pregnant wife. They immediately tried to rush her out of the house quickly because they said they were on a time constraint. They didn’t even allow her enough time to feed our son, change his diaper, apply his eczema medication, or even prepare a bag (medication, food, cloth, and diaper). She felt uncomfortable by how they were pressuring her, so she left the house immediately. As a result, my 2-year old son who has eczema, scratch himself the whole day at the babysitter’s house.
That same night including the next 5-7 nights, it was hell for us. He scratched himself to the point that he started bleeding, which resulted in stains on the bed sheet. We had to wake up almost every hour to apply medication on him because of his itching or else he wouldn’t be able to sleep. Typically, he wakes up about 1-2 times a night because of the itching; but in this case, he was up almost every hour for almost a week straight. This is not acceptable at all!
In addition to that, they did not do a good job installing our solar panel. SunRun installed solar panel and damaged my roof, but they won’t take any ownership or responsibility at all. I have neighbors and contractors who witnessed the damage and SunRun didn’t accept their statements. I had to hire my contractor to perform an emergency repair to the damage because it was raining that week. SunRun also claimed that nothing was wrong with the roof when they came back for inspection. However, prior to their inspection, I informed them that I hired my contractor to fix the damage because it was raining that week. They even stated that I did not provide any documents for my claim. What a lie!
They gave me the run around and continued to pass me around like a hot potato. One of their managers wanted to meet me and my family in person to personally apologize and compensate us. We scheduled a date and he never showed up. My wife and I waited the whole day for him. No calls or anything. The next day I called the manager to inquire about him not showing up and he tried to deflect my questions. Then, he became irate over the phone. I’ve been back and forth with SunRun for about 6 months with no success at all to this day. I would never want anyone to go through what I’ve been through with this company. No one deserves to be treated like this and I would hate to have to hear another story like this one. I know it’s not going anywhere with them, so I’m here asking the public for help.
Still have a ghost in my Electrical system, about every 2-3 weeks I have to replace something electric, This week it was the light switch for the back porch lights.
3-weeks ago it was an outlet in my daughter's room, her computer and other items plugged into that outlet stopped working, after some testing we ended up replacing that outlet, again I believe this is the 3rd time we have replaced that outlet since the installation.
The Back porch light bulbs, never last more than a few days before they blow out, these are brand new 5000 hour fluorescent bulbs, they last an average of 8-10 days before needing to be replaced. The front porch lights don't work half the time when we turn them on. And the last electrician you guy's sent out here said I had $20-30k Twenty to Thirty Thousand Dollars in damage to my Electrical system, Funny how you guy's just stop talking to me when he reported that, And you sent the account straight to collections instead of trying to fix the problems .... Did you think that all these problems were just going to fix themselves ? Maybe you though I was just making all of this up ? Until your Electrician came back with his report, you probably did think I was making all this up, but even after all of that, Instead of Trying to fix the problems you just sent the account to collections... Did you think we were just going to pay the bill and live with the Damages ??
Your Electrician also said I have something called Ground Leakage, he had measureable current in the grounding rods for the solar system, So if your system Really is working Like you guys say it is , It looks like all of that power is going right into the ground, and I am paying for it !, Before Solar I had a $200-$400 dollar Electrical bill, Now I have a $250-$600 Electrical bill EVERY MONTH, and I have a $212.59 Solar payment TOO.
Edison has told me on multiple occasions that this solar system is not working correctly, Your own Electrician told me this system is NOT working correctly, and I have thousands of dollars in damage to my Electrical system, I still have high, Electrical bills Even Higher than before we had solar ? and a $212.59 Solar bill on top of that ?
My Roof still leaks, I have sent in several pictures of this Multiple times. My Heater still doesn't work and it's almost winter AGAIN! Hot tub was never Reinstalled, now after 3 years of sitting it needs to be replaced, Pumps, lines, valves, all damaged by freezing conditions here in the winter. Backup generator was never installed, Inverter still makes terrible noises that we can hear thru the whole house, Since the day the Second Inverter was installed over 2 years now, the inverter has only recognized 35 of 36 panels, When I told Horizon about this, they referred me to Sunrun, you guy's are supposed to be monitoring this system and you can't see that ? Sunrun should have scheduled a service call to fix this issue years ago, but they didn't, and neither did Horizon Solar.
A few days ago, the same day we replaced the back porch light switch, the pool pump stopped working , I can only imagine that it has something to do with all of the Electrical problems we are having... The pool pump is going to be over $1000.00 one thousand dollars to replace, So if I find out it was related to the issues I am having with the electrical system I will have to Charge the replacement and installation of that, to you guy's also.
All I am asking is that my house be put back together the right way, Damages fixed, Appliances Replaced, Safety Restored...
I am not asking for, the thousands of dollars in lost wages, from the 28+ days I had to take off of work for Horizon Solar to get the system installed.
I am not asking for the $2,000 that it cost us to get all the information recovered from the hard drives, that were fried during the installation, so that we could get our Small Business up and running again.
I am not asking for the Hundreds of dollars I have already taken out of my pocket for, Switches, Outlets, Bulbs, Tools, lighting fixtures and Appliances.
All I am asking for is Everything to be fixed once and for all, to be completely Honest with you, You Guy's ( Sunrun ) have not even made an attempt, to fix anything, you sent one Electrician out here, he gave you some bad news, and now NOBODY wants to own up to Taking Responsibility for the Damages Done to our house.
(by the way I am a Residential and Commercial inspector for a living, incase you are wondering why I see every little bit of Damage, Because it's my job...)
Hey here's an idea, Maybe you guy's should hire me, to do your post install quality assurance checks.
Solar panels were inherited with the purchase of a house. Solar panels don't work. Several technicians have been out. Countless calls to customer service with no resolution. Company refuses to remove the panels. Customer service is rude. Very disappointing.
Sunrun, Inc. Reviews
2 ½ years ago we entered into a contract/lease for 90+ solar panels on our house. The monthly solar panel lease payment is $222.19.
On September 7, 2022 a 3,500-pound palm tree fell on our roof and damaged 12 solar panels. At that time the home was vacant and listed for sale. On September 8, 2022 at 12:02:57 PM CDT Sunrun was notified of the roof leak and solar panel damage. The response from The Sunrun Team [email protected] is as follows:
Thank you for contacting the Sunrun Damage Department. We have reviewed your damage claim submission and have determined that the scope of damage reported does not fall within the warranty of your Sunrun contract or does not indicate solar involvement.
We advise you to seek consultation from a contractor or roofer for the damages listed. Please contact our Customer Care department at 1-855-478-6786 if you need to have panels removed for your roofer to make repairs. Please do not reply to this email, it is not monitored.
On September 11, 2022, the solar panels were removed and the active roof leaks were repaired by our personal contractor.
On September 20, 2022, 1902 Running Springs Drive went under contract for sale and the closing is scheduled for Friday, October 21, 2022. The sales contract states that the home is “in the progress of roof and solar panel repairs”.
Myself, my husband, and our real estate agent have collectively called customer service, the transfer department, the Damage Department, and the Removal & Reinstall Team at least a hundred times typically getting disconnected, sent straight to voicemail or ultimately just told that there is no one available that can help.
Case manager, Alejandro Martinez, repeatedly promised to send emails that were never sent/received and promised to make phone calls to “corporate” that were never made. When I told him I had no choice but to purchase replacement solar panels from a third-party company he begged me not to “because it would affect my credit”.
He also called our real estate agent, Tammy Charles, to ask her to call me and make sure I didn’t purchase replacement solar panels from a third-party company. He never did call me back with a solution or resolution. When he could no longer be reached at the direct number (385-274- 6759) he provided I once again started calling customer service to speak with a supervisor.
I was finally put in touch with Vince Trout (786-634-6145) who listened to our complaints and pleas for help. He said he would try to help but after over a dozen phone calls to him we were finally passed on to Carissa Baca, Case Manager Supervisor, Customer Care (860-960-0717).
On September 30, 2022, Carissa Baca called and apologized for all the run around and terrible customer service. She also admitted that our solar system has only been performing at 47% for the past year and we are owed $2,400+ for performance review refund. She provided two options to present to the buyer of the home: 1) replace the 12 damaged solar panels or 2) cancel the solar panel contract. The buyers decided to cancel the contract and that was relayed to Carissa on October 2, 2022.
Despite numerous phone calls and emails to the transfer department, Vince Trout, and Carissa Baca we didn’t get a response from Carissa until October 4, 2022. Her email read as follows:
To clarify, when I talked to Tom, I was under the impression that there were ONLY 12 panels on his home and all of them were damaged by a tree falling onto his home. I had approved for a 12 panel cancellation. I did not approve a 90+ panel account cancellation.
It was a misunderstanding that has been communicated to the potential buyer already. I do admit I should have checked the number of panels on Tom's home before confirming the option but I can not submit an insurance cancellation of Tom's account if only a portion of the system is damaged.
I would be happy to personally call the buyer's realtor to discuss options for transfer and to greatly reduce the monthly payments made for the solar system. I also would be happy to offer Tom an appeasement for the confusion.
Vince should have given options to permanently remove the 12 panels of the existing system with a payment reduction to reflect this. If accepted, we can get the document for that sent out today. If refused, cancellation will need to go through my legal department here at Sunrun and can take weeks to finalize without a full system insurance claim. Please let us know what you decide so Vince can action this as quickly as possible.
We responded with a list of questions that are still unanswered by Vince and Carissa. A Sunrun sales rep (Not Carissa as she had offered to do) called the buyers and was not able to answer all their questions so they were left understandably upset and very leery of moving forward with Sunrun. Now we are at risk of losing the buyers because of blatant negligence, horrific customer service, and consistent misinformation made on Sunrun's part.
On October 5, 2022, I sent yet another email begging and pleading for someone to help us find a solution and take action. This time I included Sunrun executives Mary Powell Chief Executive Officer, Lynn Jurich Co-Executive Chair, and Edward Fenster Co-Executive Chair.
On October 6, 2022, I received an email from Rachael Grant, Escalations and Prevention Specialist (385-290-8055) titled “Complaint to Multiple Executives”. She indicated she would be our primary point of contact until we are able to resolve our recent complaint and I was hoping she would actually be able to do something but her last email on October 7, 2022, explained the following:
The main problem at this point for me is that I am limited in what I am able to accomplish in such a short period of time. I am happy to help in any capacity that I can, but this is also somewhat tricky now that we are at the weekend. I can take another look at this in the morning or possibly on Monday when I will have more access to resources. When you say that you are wanting me to own this, can you be more specific in terms of what I can do to help?
At 11:31pm CST I spelled out specifically what I was requesting.
Rachael,
Specifically, I want someone from Sunrun to take ownership and do the following immediately:
1. Decide whether the damaged panels are being replaced or cancelled.
2. Someone with complete knowledge of our solar system and Sunrun’s processes and procedures to call the buyers and their agent to answer ALL of their questions and to make sure they feel at ease and are comfortable proceeding.
3. If the panels are not being replaced then we need written documentation amending the contract and canceling the 12 panels.
4. If the panels are being replaced, I want someone to find out whether or not there are 12 panels available in the Houston warehouse.
5. If the panels are being replaced and they are available in the Houston warehouse I want authorization to pick them up and have them installed by our contractor immediately (because I’ve been advised that you do not have the manpower locally to do it.).
6. If the panels are being replaced but are not available in the Houston warehouse I want authorization to get a third party to install comparable solar panels.
Please understand that you may have just been brought into this situation a few days ago but Sunrun was advised that the panels were damaged by a palm tree/storm on September 8th, an entire month ago. We’ve been seeking guidance and direction from Sunrun since then.
We’ve been passed on to countless departments, case managers, and supervisors and still have not been able to resolve anything. If you do not have the resources and cannot help us please don’t waste anymore of our time because we simply don't have it. Please forward this on to someone that can.
No response.
The closing date is in 13 days. Sunrun has had exactly 31 days to act but to this day nothing has been resolved or settled. We’ve only been lied to, ignored, completely disrespected, and passed from one department to another. As I’ve mentioned several times, our financial future is literally hinging on the sale of this home and now the sales contact is at stake because of Sunrun’s refusal to act. We are running out of time.
Carissa Baca never responded with requested tracking information for the $3,000 performance review refund and appeasement check that was promised to be sent overnight yesterday and the check WAS NOT received.
We have had a solar lease for 2 years through sunrun. On may 18th the panels were struck by lightning. We contacted Sunrun the day it happened and they scheduled a technician to come out three weeks later. In the mean time our homeowners insurance sent out an electrician who promptly rewired our house and replaced our main distribution panel restoring safe electrical power to our home. Under the lease agreement we expected Sunrun would repair the lightning damage to their panels. They have not.
They are claiming that replacing our power distribution panel was a unauthorized modification to their system and they are saying we have to pay for all the damage cause by the lighting which hit their system and damaged our property.... to make this clear, their panels are heat damaged and not safely operational our houses electric system was fried.... we replaced our breaker panel which was fried because lightning hit panels that belong to them.... insured by them... and they are so steadfast not to honor their lease they are holding us liable!!!
This company does not concider their costumers people or else they wouldn't be able to sleep and night doing this to a family who leased a system so they could rest easy should a disaster strike. Any normal company would bend over backwards to make things right. Do not lease panels from this company you will regret it.
I honestly regret choosing Sunrun as a solar provider. I got my solar installed in March 2020. System was turned on in early July 2020. I called Sunrun in mid July 2020 regarding the solar system and they sent someone out in August 2020 to take a look at it. I called Sunrun again in August because the system failed to performed and was told that the technician did not fix the issue. The technician only took notes and updated Sunrun about the problem. I called Sunrun almost every week from August-October to get the problem fix.
Sunrun stated that they tried to reach out to me multiple times but I failed to answer my phone. This didn’t make sense because I was calling them every week to find out when someone was coming out. Another technician came out to my house in November 2020 but failed to fix the problem, again. I called Sunrun, sent emailed, wrote reviews and was given another appointment in January, 2021. Finally the problem was fixed. Now, I paid Sunrun 4 months of bill while the system was not performing and they failed to reimbursed me or credit me for all the money that I already paid. When I call customer service, they told me I still have to pay even if the system is working or not.
They created a case for early performance guarantee and told me that someone should reach out to me in 7 business days. It’s way over a month now and 3 cases were created. I’m still waiting on a phone call from Sunrun about the money that was owed to me but instead, the only phone calls I get is about my past due bill that I refused to continue paying because my system was not working. I’ve call Sunrun many times but the customer service sucks and everyone is on a different page. You can not get the same answer from everyone. I’ve filed many complaints, reviews, send emails, and phone calls but Sunrun don’t care about reputations.
I have lease my solar system since 2017. I have had problems with solar production. Solar panels were placed in areas where there is partial shade. They say system is working fine. Leased solar to lower APS bills and I am still getting high APS bills due to problems with system. I want them to fix solar production problems or remove system and end lease.
I am enclosing the latest demand by Sunrun Solar as I am not paying them one more sent due to the scam by one Jon Kirkland that they were aware of ! They had to be aware of his back ground and the fact after my wife and I saw his picture and wife's picture which I recently sent to you, we are pretty sure that they were the ones who represented themselves as sales people for Sunrun Solar using the name Valdez! Again here is his statement which he made after I wrote on that little I pad my initials JEK! Making him a representative of the company and they had to be aware of this!
"By signing below I acknowledge that I am Sunrun accredited, that I presented this agreement according to Sunrun Code of Conduct and that I obtained the home owners signature on this agreement!" Signed Jon Kirkland
Below is Kirkland record and at present is wanted by law enforcement according to our local paper and TV station.
https://roc.az.gov/newsarticle/az-roc-aeos-energy-inc%E2%80%99s-license-revoked https://jonkirkland.blogspot.com/2019/07/ https://www.fox10phoenix.com/news/valley-family-victimized-by-solar-power-scam-loses-several-thousand-dollars
That was on the bottom of where I signed and I was not shown this nor was I shown the 10 day grace period to change my mind about buying the system which was on the top of my signing! If Valdez was actually the one there then Kirkland was in no way there what so ever! The so called initials that showed on contract that took me 14 months to get in no way did I sign them in the manner shown it would have been as I have stated signed JEK, full initial not partial!
I am at a loose on what to do, my wife due to the stress we have been under suffered a stroke when we left in June to visit family in Virginia Beach and she was in the hospital there for 3 weeks. I am not saying this mess caused the stroke but stress was one of the factors. I have told Sunrun to remove the system and it is over and done with under the fact the contract is bogus and I was not allowed to invoke my 10 day right to refuse it which when I found out about the 2.9% increase every year which also was hidden from us would have ended the sale right then and there. I am going to enclose a copy of what I just got from them hoping in some way you can advise us on what to do. Thank you so much for you help in this matter.
I signed a lease to own conteact with Sunrun December 2017. As part of all converstaion we mde it clear we Since this time we had bee in contact with our sales person who kept telling the batteries would be available soon this and gon on for a couple years.
Recently my wife and I were told that we cannot have batteries because we do not have the correct inverter and it wouls take a major contract change. I have been trying to get in touch with my sales person but he will not return any of my calls.
I feel I have been lied too what the point of having Solar when the power goes out here I am like any other house sitting here in the dark.
Entered into a lease agreement on the 13th of April and cancelled the deal on the 15th. within the contract. 15 days later I still have not received my refund back and later found out they were 40% higher than the company I finally picked.
Sunrun is a JOKE and they LIED to Get OUR Business
I would not even give this company a 1/2 star. Robbie the sale person has been dishonesty and a lier from the start, We were only supposed to have one bill from Sunrun for around $83.00, well it hasn't been that way at all. We have been pay Sunrun and Duke Energy every month and now our bill with Duke energy is over $100.00 dollars and Sunrun bill is over $100.00 as well. We can't continue to pay this every month, we were better off just paying Duke Energy. I would not recommend this company to any one. I can't work and my husband last day from work is 11/01/18. His company is closing the plant after working there for 23 years. We have already called and complained and we told them to come get every solar panels from our roof. I will also be complaining to BBB. This company is such a joke and a lier. This is a warning to anyone that is thinking about going this route.
On 11/30/2016 with a sale representative: Craig Hinckley with Trinty-Solar/Sunrun. I was told by Mr Hinckley that once the solar was install, my energy bill with Sunrun would be around $150.00 a month and if I do auto pay $135.00a month.
Also that my bills with The United Illuminating Company which will be know as my secondary energy company, its monthly BILLS would be anywhere from & 17.00-$44.00 a month. He also said that any monies over that would be reimbursed so far I only receive $321.00 this is in the contract uder Performance Guarantee.
Since May 2017 my bills with UI had been up and down, 5/17- $293.98, 6/17-$199.51, 7/17-$17.52, 8/17-$88.27, 9/17-$102.51, 10/17-$174.03, 11/17-$167.29, 12/17$12/17$311.98, 1/18-$331.76, 2/18-$352.00, 3/18-$238.00, 4/18-$148.95, 5/18-$189.00 this was inadditional to the monies I paid to Sunrun.
Meanwhile I was promise by Sunrun to prehap shade some trees that might be preventing full sunlight.Then later refuse to trime the trees. Finally they offrer to reduce their bills, inwhich I was ok ,however they didn't address the problem that calls the secondary bills the UI to increase.
In otherwords they dont want to fix the problem, the Solar System is only producung 77% instead of the 100% that I was promise in the beginning on 11/30/2016.
SunRun Solar Chief Executive Office Lynn Jurich,Executive Chairman Edward Fenster and Chief Operating Officer Chris Dawson consider themselves to be above the law by dispatching their aggressive scam artist’s employees known as Canvassers masking themselves as representatives for local and state power companies, ignoring no trespassing or no solicitation signs posted on private property while proceeding to knock at every home owner’s doors in gated communities in Sacramento El Dorado Hills, Roseville and Folsom, disturbing every dweller’s right to privacy and tranquility.
Good common sense dictates, if a person can ignore a NO Trespassing or NO Soliciting sign posted on your property and can still knock at your door under guise of representing PG&E SMUD, or any other power company, in an attempt to con you the home owner into giving up your personal and financial information, then this should automatically raise a RED FLAG.
If these crooks were ever to show up at your door steps demand they leave your property immediately, and call your local law enforcement and file a criminal complaint.
The internet is saturated with complaints about this unscrupulous company, and its modus operandi to scam every day working folks out of their hard earned money.
In November of 2017, a representive from Trinity Solar (Joe Fadule) came to my home to speak with me regarding getting solar panels. I had just moved into my home in March of the same year. He explained that he would have to check my credit to see if I qualified but continued run his "spiel" on how much of a benefit getting solar panels would be for me. I immediately stopped him and told him that I did not need to hear about the product if I did not qualify and asked him to run my credit first. He quickly did and went on to tell me I qualified.
I then explained that I hadn't been in my house very long and did not need any bills in addition to what I was already paying for electrical services to my home. He told me that this would be the best thing to do to cut overall cost. He told me that I would still receive a very small invoice from my electric company for a service charge and he actually gave me the amount of $5.62 and my invoice from Sunrun would be $76. I repeatedly asked him to be as clear as possible with me because I am a single parent of a special needs person and could not afford to pay anything above that amount. I also told him that my electric was always a certain amount of which I am comfortable with and did not want any additional bills. He assured me that this was not the case.
The panels were installed on December 27th, 2017. I received three additional change orders, the first one being $76 (the amount I was quoted); the second being $70; and the third one being $87, which I was not aware of.
During this time contractors came to check my electrical services and other checks, then on December 27th, came to install the actual panels. The panels were up and supposedly working on April 17th, 2018. I received a welcome note from Sunrun inviting me to sign up for auto pay directly through my bank and when I went on the site to do this, I noticed that my bill each month for the first year would be $86. This was not what I agreed upon when the representative was here. I then called Sunrun on April 17th, never received a return call. I then wrote to them via their customer service website. I received an acknowledgement of my note right away but still no answers to my questions about how or why the amount had changed.
On May 1st, 2018, I received a note stating that my bill would $75. and if I signed up for automatic payments, my bill would be $70.92.
This system has been up and running supposedly since April 17th. Today, May 3rd, I received a bill from my Electric Company for $110.77. I immediately called Sunrun and spoke with someone named Marcos. I told him what the representative told me about receiving a small from my electric company and I told about the bill I had received today. Marcos said that he doesn't know why the representative (Joe Fadule) would tell me such a thing because charges would always vary, but vary by $100? I explained to him that I cannot afford and will not pay 2 electric bills each month (one from my electric company and one from them) which I clearly explained to the representative and would not be forced into hardship. Marcos also went on to explain that my bill each month would be $86, totally different than the amount ($70.92) that I had received in answer to my note to them. Marcos also told me that I was locked in for 20 years and there was nothing I could do about it.
I believe that this is a predatory company they prey upon people no matter what the customer tells them as I did. I need to know what recourse I have in this situation.
I entered into an agreement to have a Solar Panel System installed on my home. I was told that it would SAVE me so much money that, I'd be able to pay for the cost of running the system AND still pay my bill in addition to saving. Once the system was installed, it "performed erratically" for the first (3 - 4) months while I was charged an exorbitant amount.
A "tech" was sent to my home, (came 6 months later) to troubleshoot the system. I was BILLED while this was going on !!! After about a year, I received an e mail stating that a "UCC Lein" had been put on my home and told that EVERYONE has this. (A lie because my sister recommended this service and she's NEVER heard of this). I have spoken REPEATEDLY to Customer Service about "REMOVING THE SYSTEM" I was told that because of the (20) year lease that was signed that, that wasn't going to happen nor, would the lien be removed.
I was asked to submit (12) months of Bills so a cost analysis could be done. I submitted this JANUARY 31st 2018 and have not had a response YET on that matter. (STILL BEING BILLED) At this point, I just want Sunrun to come get the Solar panel System. This was the worst decision that I have made in my entire life. Yes, there is a lease but, there are clauses that protect EVERYONE involved. I would not recommend Sunrun to ANY human in the GALAXY.
SUNRUN IS A SCAM. THEY ARE RUDE, UNPROFESSIONAL, AND MAKE UNFULFILLED PROMISES.
If you guys ever plan to install solar, please stay away from SunRun. They make promises, but don’t deliver at all. They are rude and unprofessional. When something goes wrong, they will not take ownership or responsibility for their mistakes. They will give you the run around when seeking for help and will pass you around like a hot potato.
Let me explain my story.
About 6 months ago, they installed solar panel on my house. On the installation day, SunRun arrived at my house very early in the morning and was very rude to my pregnant wife. They immediately tried to rush her out of the house quickly because they said they were on a time constraint. They didn’t even allow her enough time to feed our son, change his diaper, apply his eczema medication, or even prepare a bag (medication, food, cloth, and diaper). She felt uncomfortable by how they were pressuring her, so she left the house immediately. As a result, my 2-year old son who has eczema, scratch himself the whole day at the babysitter’s house.
That same night including the next 5-7 nights, it was hell for us. He scratched himself to the point that he started bleeding, which resulted in stains on the bed sheet. We had to wake up almost every hour to apply medication on him because of his itching or else he wouldn’t be able to sleep. Typically, he wakes up about 1-2 times a night because of the itching; but in this case, he was up almost every hour for almost a week straight. This is not acceptable at all!
In addition to that, they did not do a good job installing our solar panel. SunRun installed solar panel and damaged my roof, but they won’t take any ownership or responsibility at all. I have neighbors and contractors who witnessed the damage and SunRun didn’t accept their statements. I had to hire my contractor to perform an emergency repair to the damage because it was raining that week. SunRun also claimed that nothing was wrong with the roof when they came back for inspection. However, prior to their inspection, I informed them that I hired my contractor to fix the damage because it was raining that week. They even stated that I did not provide any documents for my claim. What a lie!
They gave me the run around and continued to pass me around like a hot potato. One of their managers wanted to meet me and my family in person to personally apologize and compensate us. We scheduled a date and he never showed up. My wife and I waited the whole day for him. No calls or anything. The next day I called the manager to inquire about him not showing up and he tried to deflect my questions. Then, he became irate over the phone. I’ve been back and forth with SunRun for about 6 months with no success at all to this day. I would never want anyone to go through what I’ve been through with this company. No one deserves to be treated like this and I would hate to have to hear another story like this one. I know it’s not going anywhere with them, so I’m here asking the public for help.
Still have a ghost in my Electrical system, about every 2-3 weeks I have to replace something electric, This week it was the light switch for the back porch lights.
3-weeks ago it was an outlet in my daughter's room, her computer and other items plugged into that outlet stopped working, after some testing we ended up replacing that outlet, again I believe this is the 3rd time we have replaced that outlet since the installation.
The Back porch light bulbs, never last more than a few days before they blow out, these are brand new 5000 hour fluorescent bulbs, they last an average of 8-10 days before needing to be replaced. The front porch lights don't work half the time when we turn them on. And the last electrician you guy's sent out here said I had $20-30k Twenty to Thirty Thousand Dollars in damage to my Electrical system, Funny how you guy's just stop talking to me when he reported that, And you sent the account straight to collections instead of trying to fix the problems .... Did you think that all these problems were just going to fix themselves ? Maybe you though I was just making all of this up ? Until your Electrician came back with his report, you probably did think I was making all this up, but even after all of that, Instead of Trying to fix the problems you just sent the account to collections... Did you think we were just going to pay the bill and live with the Damages ??
Your Electrician also said I have something called Ground Leakage, he had measureable current in the grounding rods for the solar system, So if your system Really is working Like you guys say it is , It looks like all of that power is going right into the ground, and I am paying for it !, Before Solar I had a $200-$400 dollar Electrical bill, Now I have a $250-$600 Electrical bill EVERY MONTH, and I have a $212.59 Solar payment TOO.
Edison has told me on multiple occasions that this solar system is not working correctly, Your own Electrician told me this system is NOT working correctly, and I have thousands of dollars in damage to my Electrical system, I still have high, Electrical bills Even Higher than before we had solar ? and a $212.59 Solar bill on top of that ?
My Roof still leaks, I have sent in several pictures of this Multiple times. My Heater still doesn't work and it's almost winter AGAIN! Hot tub was never Reinstalled, now after 3 years of sitting it needs to be replaced, Pumps, lines, valves, all damaged by freezing conditions here in the winter. Backup generator was never installed, Inverter still makes terrible noises that we can hear thru the whole house, Since the day the Second Inverter was installed over 2 years now, the inverter has only recognized 35 of 36 panels, When I told Horizon about this, they referred me to Sunrun, you guy's are supposed to be monitoring this system and you can't see that ? Sunrun should have scheduled a service call to fix this issue years ago, but they didn't, and neither did Horizon Solar.
A few days ago, the same day we replaced the back porch light switch, the pool pump stopped working , I can only imagine that it has something to do with all of the Electrical problems we are having... The pool pump is going to be over $1000.00 one thousand dollars to replace, So if I find out it was related to the issues I am having with the electrical system I will have to Charge the replacement and installation of that, to you guy's also.
All I am asking is that my house be put back together the right way, Damages fixed, Appliances Replaced, Safety Restored...
I am not asking for, the thousands of dollars in lost wages, from the 28+ days I had to take off of work for Horizon Solar to get the system installed.
I am not asking for the $2,000 that it cost us to get all the information recovered from the hard drives, that were fried during the installation, so that we could get our Small Business up and running again.
I am not asking for the Hundreds of dollars I have already taken out of my pocket for, Switches, Outlets, Bulbs, Tools, lighting fixtures and Appliances.
All I am asking for is Everything to be fixed once and for all, to be completely Honest with you, You Guy's ( Sunrun ) have not even made an attempt, to fix anything, you sent one Electrician out here, he gave you some bad news, and now NOBODY wants to own up to Taking Responsibility for the Damages Done to our house.
(by the way I am a Residential and Commercial inspector for a living, incase you are wondering why I see every little bit of Damage, Because it's my job...)
Hey here's an idea, Maybe you guy's should hire me, to do your post install quality assurance checks.
Solar panels were inherited with the purchase of a house. Solar panels don't work. Several technicians have been out. Countless calls to customer service with no resolution. Company refuses to remove the panels. Customer service is rude. Very disappointing.