Complaints

This profile includes complaints for Sunrun, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Sunrun, Inc. has 87 locations, listed below.

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  Sunrun, Inc.

  600 California St # 1800 San Francisco, CA 94108-2704

  
• 

  Sunrun Inc

  1225 Park Center Dr Vista, CA 92081-8353

  
• 

  Sunrun, Inc.

  227 NY-303 Congers, NY 10920

• 

  SunRun, Inc.

  695 Myles Standish Blvd Bldg 2 Lot 36 Taunton, MA 02780-7331

  
• 

  Sunrun, Inc.

  73-5576 Kauhola Kailua Kona, HI 96740-2688

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for solar last year. We were sold this with promises and assurances that it would help eliminate and/or significantly reduce our power bill. After a year of having this system it has not done so. After reaching out to the company numerous times. I am being told to reduce my electric usage and that their system is working at 100% and that it will only cover 70% of our usage. That was not the mutual assent required and agree to for this contract. A designer analyzed our usage which has not changed. Sun run is not abiding by their contractual obligations. I was lured into this contract by false pretenses. As a result I am suffering damages as I am paying for not only the solar system but also high energy bills. The company is not offering anything to make this right and now u am stuck with a solar system that I have to pay for as well as power bills. This company needs to be held accountable and remedy this as well as make me whole.

  

  Business Response

  Date: 07/18/2024

  An Escalations Expert will contact the customer by 7/19/2024. 

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had solar panels installed August 2023. Two months prior to install we had a brand new roof installed, June 2023. When getting on the roof in December to put the Christmas lights up we noticed quite a bit of damage to the shingles. upon further investigation we found multiple holes drilled in to the roof where they must have tried to install the panels but failed to do so. When Sunrun was notified of this they sent a solar tech out to look at the damages who stated it was storm damage and not their fault. They then sent someone to our house without our permission or knowledge and "repaired" the damages with black caulk. We have had multiped roofing companies come out and give quotes on this which all stated the damages were in fact cause from solar install and not storm damage. We have sent Sunrun these to which they resopnded, they need to send out their own 3rd party. May 2024 **** ****** (Sunrun's 3rd party) came out and stated a new roof is needed due to damages. Sunrun stated they never received information so we sent them pictures from our security cameras showing their company vehicle at our house as proof they were there. Sunrun wanted to send them out for a second time. June 26th, 2024 They were supposed to be there and never showed. We contacted Sunrun to let them know they never came back to the house. Sunrun has now said they received information from this company that states they were there on the 26th and spoke to my husband, whom was not even in town that day. We have tried for months to get them to make this right, I have a 4 year old with health issues and now I am worried there may be mold or mildew in the attic due to weather over the last year.

  

  Business Response

  Date: 07/18/2024

  An Escalations Specialist has been in contact with the customer since May 2nd, 2024. 

  Customer Answer

  Date: 07/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The escalation team has done nothing but give us the run around. Stated we spoke to their 3rd party when we never did because the didn't show up to evaluate the damages. The longer this proceeds the longer my home is potentially being ruined due to weather conditions. I have a young child at home with health conditions concerning her lungs. This being said mold/ mildew could potentially be growing I side my attic which could cause serious issue for her. This has been going on since January when we first brought it to Sunruns attention. It is now July, 11 months after install! This has gone on far too long and very disappointing. 

  
  Sincerely,
  
  
  
  Misty F*******

  

  Business Response

  Date: 07/23/2024

  An Escalations Specialist has been in contact with the customer since May 2nd, 2024. 

  Customer Answer

  Date: 07/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Nothing is getting resolved. 
  
  Sincerely,
  
  
  
  Misty F*******

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I upgraded my old solar system, 28, 200w panels, with Sunrun in 2020. They added 29, 400w panels. I really didn't pay much attention at the time because I was so busy but my electric bill seemed so high. In May of 2024, Sunrun contacted me that there was an issue with my system. A technician came out, and said that the battery was dead and needed replacing. I was told it would be a couple weeks. First, I called a few times and got no help. Then, I emailed them and because I pay monthly for this equipment and we are in the middle of a heat wave, I told them I would like another battery. They do install ***** batteries but they told me that wouldn't happen. I need them to replace the battery ASAP and make sure that they did not disconnect my solar system that was already there. They need to tell me why there is such a difference between what is being reported to *** and what they have tracked on my generation. They also swiched me over to *** billing with **** which I never would have allowed. My prior system was not on *** and I should have remained that way. They also should have told me that my roof was too high for solar cleaning. I have tried to get several solar cleaners and they can't get up there. Horrible customer service and they are not honest.

  

  Business Response

  Date: 07/22/2024

  An Escalations Expert contacted the customer regarding their concerns.

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had the roof company remove the solar panels when they did the roof. Apparently Sunrun was the one that should have removed them. Panels haven’t been working since then (August 2023). That aside we were excused from a breach of contract per an email from Mr. C*********** who is a Case Manager on July 2.
  We have responded to that email a few times with no response. We have also contacted scheduling team (**************) with no response and a Mr. A*** who is a Customer Care Rep. ***************) with no response. However they have started to take money out but system isn’t working. We stopped auto pay for now.
  Don’t know how to get them here to fix the issue.

  

  Business Response

  Date: 07/18/2024

  An Escalations Expert reached out to the customer via email on July 18, 2024. 

  Customer Answer

  Date: 07/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Carolyn E******

  Customer Answer

  Date: 07/19/2024

  Every time we call the customer care number  we tell them the issue and say they will have someone call back. No one does. Just disgusted with them. 

  

  Business Response

  Date: 07/24/2024

  An Escalations Expert reached out to the homeowner via phone on July 22, 2024. 

  Customer Answer

  Date: 07/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I called Emily back twice and left my info. Still waiting for her call back. 
  all we want is panels installed correctly. This is ridiculous. They don’t know what customer service is. 
  
  
  
  Sincerely,
  
  
  
  Carolyn E******

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sunrun has not followed through on bringing my solar panel installation operational. When we call we continue to get the run around or are being told someone will be out to service it and nothing is happening. We were trying to save on electricity bills and cant do that if they dont get the system up and running. We have asked to speak to managers with no success. They tells us we will get a call back because none are available, which doesnt happen. We were supposed to be saving money at this point and instead we are bleeding it.

  

  Business Response

  Date: 07/17/2024

  An Escalations Expert reached out to the customer via email on July 17, 2024. 

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2-21-24 Sunruns salesman ******* and manager ****** came to my home after finding me looking at generators in *****. They high pressured and lied to me about their solar and battery system. I already had 2 quotes from whole home back up generator companies which is what I wanted whole home back up. They said this was the same but better because Id have whole home backup 2 ways if the grid went down. I was told I had to go with reliant solar days free nights program which means I use solar power all day and battery if needed then Id have my battery recharged at night during the free time. The battery lasts until 11am so if its not sunny Im paying twice as much to reliant for daytime usage. Free nights are 8pm to 6am. I understood that was to conserve battery during the day, I would run my dishwasher pool pump and vac washer and dryer at night. I also understood I should keep my house at 72 during the day and go to 66 at night. I followed all directions however my AC units run constantly during the day. Theyre about 7 years old (which is basically new) and very expensive. Took me 5 years to pay them off. They are regularly serviced and I change the filters every 3 months - the big filters. Theyre working as they should for my home layout. This zaps my battery by 11am leaving me with a hundred dollar a month electric bill. I was told in extreme instances I might get no bigger than a $20 bill from reliant. So I agreed to the system. Id pay them $330 a month which was basically my new electric bill and have whole home generation by solar and battery. I immediately started getting these $100 bills from reliant. I immediately voiced my concerns and said I wanted out, this is not what you said! They keep putting me off passing me from person to person with no accountability. Its now 7-16-24 and the escalation team has done nothing. No responsibility no accountability. In between this time on 5-23-24 they sent ****, who told me he always carries. Intimida

  

  Business Response

  Date: 07/17/2024

  An Escalations Specialist has been in contact with the customer since 7/1/2024.
  
  

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Sunrun executives We live in ******************************* ************ I hope this message finds you well. I am writing to bring to your attention a pressing concern regarding the Sun Run System solar system that we recently purchased from your company. At the time of purchase, we were assured that the system's performance would exceed our expectations by at least 25 to 30% based on our normal consumption levels. However, following the installation and careful review of our energy invoices, it has become evident that the system is not performing as promised. Despite multiple attempts to address this issue by contacting your customer service team several times, the problem persists with no resolution in sight.After numerous unfulfilled promises to rectify the situation, we were scheduled for an inspection of the system today, July 16th, at 1:55 PM. Regrettably, we were informed at the last minute that the assigned individual could not make it due to unforeseen circumstances. The rescheduling of the inspection to August is unacceptable given the urgency of the matter and the significant inconvenience it has caused us. The lack of accountability, poor communication, and failure to deliver on commitments reflect poorly on your company's professionalism and integrity. We feel neglected and disregarded as customers who trusted in your product and service.I urge you to take immediate action to address this issue, provide a clear plan of action moving forward, and ensure that the promised performance levels are met without further delay. We expect better service and accountability from a reputable company such as yours. Please treat this matter with the urgency and seriousness it deserves, and I look forward to your prompt response to discuss a resolution.Thank you for your attention to this matter.Sincerely,***** and *********************

  

  Business Response

  Date: 07/18/2024

  An Escalations Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we went to this agreement the sales agent went through the contract with us and advised that if we sell our house they would assist in having this transferred to new buyer. The new owners do not wish to purchase these panels. I want these panels at my new home but now they say they can not move to new home. Unless I pay the solar panels off and still they dont move them or provide service maintenance. The agent ************************* kept over talking and refused to provide assistance to a customer that still wanted their product. I asked to speak to a manager and he said he was the highest person I said I worked a call center and managers do not take incoming calls but get them transferred to. All I want is for these pannels ti be removed (Im willing to pay ) and to place at new location. No cuatomer service and no help for the consumer.

  

  Business Response

  Date: 07/17/2024

  An Escalations Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 07/20/2024

   
  Complaint: 21999906
  
  I am rejecting this response because the information provided is the same as my complaint. They fail to find a win win solution. As she mentioned the panels are design to my house but she hasnt looked at new house to see if more panels were needed or change and provide me the fee. We are willing to pay but her suggestion is to find another buyer and not accept the offer I currently have. Thats not an option 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/26/2024

  An Escalations Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21999906
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Excessive solicitation. SunRun sales people keep coming to my home month after month. They won't stop trying to sell me their solar panels. How can we get them to stop coming to my home?

  

  Business Response

  Date: 07/22/2024

  An Escalations Expert contacted the customer regarding their concerns

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was talked into signing up for Sunrun versus the company that I was working with for solar panels - gave specs and contracts from two companies, was told I needed less panels and a battery and it would produce enough for my house. - was told in writing that I would not have two bills. But yet I am not producing enough solar with the system so I now have two bills one with Sunrun and one with reliant. - my system depletes the battery by noon each day, and barely pulls enough solar power to run the basic things in my house. - I have already year to date used over 4500 kWh on my home and they quoted it would be 5100 kWh to power my home. - there has been issue after issue and they have given me ***** dollars as compensation each time they have messed up which is in our contract. - no one returns calls or texts. The original sales person **** blocked us on our first issue, ****** refuses to help us, and ***** has been no help. - we got called by a supervisor in the area and sent him all the data and explained the issues, he said give him until the following Monday, 8th, and he will touch base with me. He has yet to call me back, the texts were not answered and my phone calls are not answered. - I continue to argue with Sunrun regarding the issue I am under powered, I brought this up multiple times before install and I have provided bill upon bill before install showing my home uses more energy and I dont think the system is big enough. I do not want two bills, I was ensured by **** and ****** in writing that reliant was completely free no hidden costs no fees, I was told there would only be one bill to Sunrun in writing by **** as long as I dont use more energy than my system can produce. I made sure they had copies of my bills each month to make sure my system was big enough. This has been the worst experience and honestly wish we never started down this route.

  

  Business Response

  Date: 07/22/2024

  An Escalations Expert contacted the customer regarding their concerns