Sunrun

Hello we are Erron and Lora De La Torre.  We are reaching out to you today because we have been a victim of Costco and their affiliate program with Sunrun Solar.  Three years ago we decided to get solar panels and batteries through Costco via Sunrun.  We thought going through Costcos for this solar project, we would receive the same customer service and quality as in the warehouse stores. In the past we also bought our automobiles through the Costco car buying program and even though you are dealing with a private dealership. The dealership shows you the Costco special pricing list and gives the highest quality customer service. But Sunrun is the opposite... at the Costco warehouse you set up an appointment. Salesperson comes out to explain what is the best option for your home. I trust Costco so I went with Sunrun recommended, now two years later Sunrun comes out to install the solar project. You might be wondering what happened in those two years. Well there were a lot of phone calls to Sunrun and Costco. I went through 4 project managers. Resigned my loan documents three times, because the loan documents expire if the solar project is not installed within a certain time frame. At Costco it's very hard to speak to anyone in the home installation department.   After the project was installed, the installers explained to us our system has permission to operate (connect to the grid) from Edison and have us sign documents on the installers iphone. This gives the ok to start financing, but we did not have permission to operate. Our home was not ready for permission to operate until 9 months later. During those 9 months we were making payments on the solar loan, but had no permission to operate from Edison. Sunrun did pay us back that part of the loan, a very small amount. Now we have a $2500 plus and of the year electric bill, when Sunrun told us you will be just paying the loan back that there will be no bill from Edison, you will be getting money back from them.  I call Sunrun and Sunrun really doesn't want to be accountable for the high electric bill. Our home is only 1200 square feet and it's only us two that live at our address. No electric cars. So finally I got a hold of Costco in the home installation department. And Costco said everything looks good to them.  Now because Sunrun does not want to be accountable for the salesperson,s mistake designing our solar system and misleading us. If you look at the attachments you can see month to month of our electric bill. The first month was over $800. To me it looks like the 2 Tesla batteries are costing us more money to charge them than what our house is using. With the cost of solar system loan and the year end electric bill. Now we are paying about 2.5 times for electricity. We are willing to help any news network to help other consumers to not go through Costco in home installation or Sunrun especially when Costco can't do anything if you're ripped off by their home installation partners. Technically you are buying the solar equipment from Costco, but you are not. Costco does not have anything to do with in-home installation partners. It seems that in-home installation partners are paying Costco to sell their equipment and services. If this is the case, Costco should be transparent with this information. Any more information any news media needs, we are willing to give.  We thank you for your time in reading this, we just really do not want any other home owners to be taken advantage of by Costco and Sunrun and their predatory practices. Costco will return a vacuum 3 years after purchase, but they will ignore their members when it comes to standing between them and a paycheck from an affiliate. In home installation managers info:  Manager of the whole department Ryder Ahlbin phone # (425) 313-8231 email rahlbin@costco.com Solar-account manager Bradley Rustvold phone # (425) 313-8190 email brustvold@costco.com Solar-inline/online assistant buyer Wendi Wamboldt phone # (425) 313-6011 email wwamboldt@costco.com

Sunrun’s sales rep Kyle Marshall lied to my face! He assured me that if my roof is old Sunrun would replace it at no cost to me prior to the installation of solar panels. Based on this assurance, I signed a contract that same day. A couple of weeks later I received a report, stating that my roof is good. Now, only a few months later my roof is leaking! I have reports (with pictures and drone video) from 3 accredited roofing companies who clearly show that the roof has multiple cracks, missing and broken shingles, exposed roof nails, there are numerous spots with algae and moss, indicating that the shingles are letting water get through, etc. It is absolutely clear that the solar panels should never have been installed on a roof in such conditions. I have exchanged several dozen text messages, emails, and phone calls with Sunrun’s so-called “customer support” who are openly rude and unhelpful. After 3 weeks of daily messages on my part, a case was finally open. The case manager, Judith Jordan, had the audacity to tell me that there is no leak in my home! Even though I have proof to the contrary from 3 roofing companies! Now Sunrun wants to charge me to remove the solar panels; panels, which should not have been installed in the first place! I have spoken with several other families in the neighborhood, who have signed with Sunrun, and they all confirm that the same has happened with them – the sales representatives would offer to replace the roof and even cut down nearby trees to maximize access to sunlight, but once the contracts were signed, none of this has been done. This is a clearly established pattern of misrepresenting their services. Additionally, Sunrun ignores / doesn’t warn the property owner of the poor condition of the roof, because later, when damages occur, Sunrun can charge the house owner extra for removing and reinstalling the panels. This is not simply negligence but an intention to defraud! Frankly, it borders on extortion! I am filing complaints with the county and state division of consumer affairs, and with the BBB. Sunrun’s dishonest and predatory practices, and abusive behavior to their customers should not be allowed to continue!

***SUNRUN IS THE WORST*** I signed up for solar through sunrun over two years ago. I was sold on a bunch of lies and misinformation that I won't even get into. I was paying $150 a month and my panels averaged $40 a month in power. I have spent the last year and a half dealing with sunrun and their absolutely awful customer service. I spent the first 6 months being told there is nothing wrong with my panels and that I signed up to receive this crappie service and there was nothing they could do about it a i signed the contract. Then I spent 6 months dealing with a rep in some kind of escalation department. That rep was trying however she would go over a month without returning calls or emails. Finally I got a supervisor who agreed to terminate my service, have the panels and equipment removed and return my roof to the same "general condition" it was in before the panels were installed. They told me everything would be done within 30 to 60 days. It took 30 days to even schedule anything. 60 days to get an appointment. Then on removal day no one showed up. 3 weeks later a team showed up and advised me that while the are taking large brackets out of my roof, they are not roofers and they aren't comfortable preforming these repairs. It was going to rain so I asked them to have a roofer come out another day. Then 3 weeks later another team shows up and asked when a roofer was coming out. This team as well did not have a roofer and they told me they could remove the brackets but they wouldn't like be able to do it without damaging the roof. All the time this is going on Shawn Badders my case manager is almost impossible to get ahold of and when I call no one will help me. Now I'm a year and a half into this battle and they are refusing to send a roofer to repair my roof. Sunrun has been extremely unprofessional. They have mislead and misinformed me through every step of this process. I am going to be reporting this to the better business bureau as well as seeking legal opinion as this has cost me 100s of hours of my time and I'm out a lot of money. DONT CHOSE SUNRUN FOR SOLAR. They are nothing but frauds. I'm sure there are much better solar companies pit there. Other people in my neighborhood have had these same problems and are fighting this same battle. Save yourself the time and find another solar company. Mary Powell serves as the CEO of sunrun. I hope she knows how awful their customers are treated

SunRun is the way to go if you want a generic experience. They definitely didn't come off like they cared about me as a consumer. It felt like they knew how many other clients they have so I didn't matter that much.

dont do it. got them thru costco....worse decision. we pay the same if not more and just added a middle man. they under estimated the number of panels... theres other reputable solar companies out there. seems we are the only ones with solar and still paying outrageous prices. everyone that owns solar...other tan sunrun have credit!!!!

Our experience with Sunrun was that the cost for everything was very competitive and our sales person was great; however, he was limited on how much influence he had to help us. All others involved were rarely responsive, and when a response was received it was always "the issue has been escalated". Here were the issues we encountered: Sub-contracted Roofing Company got spray paint on our panels - this was never resolved. Battery that was installed does not appear to be connected to our system - this issue is currently in-process of being addressed but i mean, really? I paid an extra 8k for a battery so we have backup power AND we can use it during peak energy usage in the afternoons. It was up to ME to track the usage, the hours, etc. and then explain to them why this isn't normal. You get what you pay for. Poor installation, management, service, competence, etc. Hopefully the panels work long enough to get my ROI