Business Profile

Solar Energy Equipment Dealers

Sunrun, Inc.

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
BBB’s business profile for Sunrun, Inc. was created in
April 2009. A review of complaints was completed in December 2024. For
information regarding servicing your system, BBB encourages consumers to
review the following link with Customer Service information.

https://www.sunrun.com/contact-us
https://www.sunrun.com/go-solar-center/solar-articles/troubleshooting-your-solar-backup-battery-guide Save Custom Text

Complaints

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

Customer Complaints Summary

4,114 total complaints in the last 3 years.
1,301 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/02/2024
Type:Billing 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 removed Solar panels at customers request due to a new roof being installed. Solar Panels removed February 15th, 2024. - Roof installation completed February 29th, 2024. Sunrun informed of the completion.- As if today, panels are still sitting in customers backyard. Customer has not received a date from ********************** to reinstall the panels despite several attempts - In addition, Sunrun is debiting my checking account each month. I asked the account manager several time to credit my bill, but no response.- My electric bill for May 2024 is $95.79, compared to May 2023 bill of $49.30. With the onset of warm weather, the delta each month compared to prior year will only increase.My ask:1. Sunrun to install the panels within the next 10 days.2. Sunrun to debit my account for February (half month) - May 2024 charges: February: $5.21 (total bill was $10.42) March: $18.72 April: $36.15 May: $47.42 Total = $107.50
Business Response
Date: 06/03/2024
An Escalations Expert has contacted the Removal and Reinstallation Team for an urgent update for the customer.
Customer Answer
Date: 06/09/2024

Complaint: 21791842

I am rejecting this response because it has been 5 days since the BBB contacted the Solar company and the Solar company has not contacted the customer regarding the date to reinstall the solar panels, which have sitting in my backyard since February 14th, and they have not confirmed that they will reimbursement for solar panel payments that have been paid automatically since mid-February.

Sincerely,

*****************************
Business Response
Date: 06/14/2024
The Escalations Expert provided an update to the customer regarding their concern on 06/04/24.
Initial Complaint
Date:06/02/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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.
Roof leak due to faulty install by sunrun. Sunrun installed pounds in the front of my house on or around march sixteenth of twenty twenty two, and I found water in my house the first week of february of this year. A sun run representative came out, and they admitted that it was a faulty install. They have removed the solar panels, but haven't done anything to repair the roof or the room that was damaged. I want all panels removed and for them to do all repairs I don't want to do business with these people anymore. I do have pictures but had issue uploading them. This system is a PPA so I. Pay for the performance of the panels
Business Response
Date: 06/07/2024
The concern has been addressed and the customer will be contacted shortly
Customer Answer
Date: 06/07/2024
Better Business Bureau:

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

Sincerely,

*******************************
Initial Complaint
Date:06/01/2024
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 have had nothing but headaches since buying a home with Sunrun solar. It's a beautiful sunny day and I've had ZERO production since 5/20/24. So I'll be paying my $123/mo solar and ********************** :( I've had the entire set of panels replaced as they were all cracked due to condensation and still, they've been serviced twice since then, and now ZERO production. Sunrun never contacts me when they go off, luckily I walk past the control panel to get into my home and I watch the light or lack thereof go from green, to orange, to no light at all. Last year I filed a consumer complaint after 6 months without production. They also send all different subcontractor electricians here, I swear there is never a repeat company, I have to be my own advocate and take time off of work to explain the history to a new electrician every time. They leave and say its fine, but then I get a big electric bill.
Business Response
Date: 06/05/2024
Case manager has made contact with the customer to help resolve their concerns.
Customer Answer
Date: 06/06/2024

Complaint: 21789630

I am rejecting this response because: I was told via email by ***************************** "Once I familiarize myself with your case, I will call on Thursday, June 6th, so we can begin the process of resolving your concerns"
I received no such phone call today, 6/6/24 and it is 8:23pm

Sincerely,

*************************
Business Response
Date: 06/07/2024
Case manager assigned will work with customer to help resolve her concerns.
Initial Complaint
Date:05/31/2024
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 removed our solar panels in January so we could have our roof replaced. The panels were supposed to be reinstalled within 45 days, today is may 31st and they are still on a pallet on my lawn. I have reached out to our supposed case managers at least 10x with no answer. We want the panels back on our roof and connected, wed also like to know why they are still billing us every month. If they dont have the man power to reinstall them we would like them to remove them from our yard and terminate our contract.
Business Response
Date: 06/10/2024
The removal and reinstallation team has contacted the customer via email and by phone in an attempt to schedule the reinstallation and are awaiting response from the customer at this time.
Customer Answer
Date: 06/10/2024

Complaint: 21787582

I am rejecting this response because:
This Is not true, we have not received any emails or phone calls regarding the reinstall of our solar panels. We have only been receiving bills for solar panels that are not even on our roof. For Sunrun to even claim that they have attempted to reach us is a totally unethical business practice because they are lying. Sunrun has totally disappointed us and we have been letting all of our neighbors, friends and family know.

Sincerely,

*******************
Business Response
Date: 06/17/2024
An Escalations Expert has contacted the field service for an urgent update for the customer and reached out to the customer as on 6/17/24.
Initial Complaint
Date:05/31/2024
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.
Bought solar with **********/sunrun and now my inverter doesn’t look like it’s working. It says “property of sunrun” and they can only work on it but when I called they refused.
Business Response
Date: 06/06/2024
The Escalations and Prevention team reached out to the customer on June 5, 2024, and is assisting them with their concerns.
Initial Complaint
Date:05/31/2024
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 Tuesday, May 28th at approx. 3:30pm a salesman with Sunrun stopped his white ***** in front of my home as my wife and I were unloading groceries. I recognized this individual as he attempted to sell solar to one of my neighbors. I told him I was not interested in purchasing solar and he said he gets told that a lot. He then said he wanted to talk about batteries and said he was working with one of my immediate neighbors who he named which was not true. When I again said I was not interested he proceeded to call me by my first name which tells me he has accessed data on my home. I again told him I was not interested in discussing anything with him and asked him to please leave. He then got nasty with both myself and my wife where I then told him it was time for him to leave.Approx 5 minutes later I was notified by Equifax of an attempt to access my credit. Upon review of the alert, I see SUNRUN made to attempt to access my credit. My wife and I had our credit stolen a few years earlier and have since then locked down our credit to protect us from unauthorized access. His name is *******************. His phone number is **************. I took pictures of his car with my cell phone and have both video and still photos of him via my security cameras.I made MANY phone calls to SUNRUN in an attempt to discuss this with a manager and ultimately was told to email ********************************* my concerns which I did and have not received a response.I have never spoken to ANY solar company regarding solar installation at my home nor have I ever given authorization to ANY solar company to access my credit. I am beyond upset with this unauthorized and illegal attempt to access my credit.*****************
Business Response
Date: 06/03/2024
An Escalations Expert contacted the customer regarding their concerns.
Customer Answer
Date: 06/07/2024

Complaint: 21786299

I am rejecting this response because:
Nobody from Sunrun has contacted me to explain why they believe it is OK to obtain my credit without my approval or for that matter ever discussing with me or my wife the intent to access my credit.

Sincerely,

*************************
Business Response
Date: 06/10/2024
An Escalations Specialist has been in contact with the customer on the dates of 06/03/24 and 06/06/24 and has provided explanation on their concerns.
Initial Complaint
Date:05/31/2024
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.
My parents purchased a $38K ** system with Sunrun **** through ****** Wholesale back in 2018. Approx. 2019, based on their electric bill, my parents reported the system was not fully performing; a faulty inverter was discovered. May 2022 my parents requested my assistance as they were frustrated and exhausted their patience, I also experienced the run arounds e.g., warehouse waiting waiting on the inverter. Inverter arrived approx. Mar 2022, technicians attempted to install and discovered there was something else wrong with the system, months gone by to no resolution. Approx. Feb 2023, we requested for ****** Warehouse assistance since they vetted for SunRun. I was contacted by ***************************, Senior Customer Escalations Expert, during that time other issues surfaced e.g., wrong parts, faulty inverter, waiting for delivery etc. Most importantly, they discovered during initial installation, technicians drilled into one of the electrical wires which caused my parents to lose some electricity in their kitchen and my parents would get electrocuted when touching the ** system battery. Jun 2023, **************** offered a $500 for the inconvenience/delay in repairs. I specifically told him we plan to request some sort of refund for a system that was not working for 3-4 yrs, he acknowledged and assured me that this $500 will not affect any refund due once the system is fully repaired. Jan 2024, we received a solar production loss quote at $1,188.87 less $500 = $688.87. I questioned why $500 was deducted and **************** denied saying it was not going to affect the refund/appeasement. Also, his calculation period of 05/16/22 - 09/01/23 was incorrect due to system being down prior to May 2022. His response: Their system does not include a performance guarantee and our teams fulfilled all the corrective actions needed under the limited warranties of their system to make sure it was operational again Unacceptable! We are seeking BBB to assist us with this matter.
Business Response
Date: 06/07/2024
Case Manager has reached out to the customer to help resolve their concerns.
Customer Answer
Date: 06/08/2024

Complaint: 21785906

I am rejecting this response because:
Per business response; Case manager reached out to resolve situation. No one reached out to me since filing this claim.

Sincerely,

***************************
Business Response
Date: 06/17/2024
The Legal Escalations Team has been in contact with the customer as of June 7, 2024
Customer Answer
Date: 06/24/2024

Complaint: 21785906

I am rejecting this response because: It's too soon to close the case; currently working with an Escalation Expert | Legal Case Management.

Sincerely,

***************************
Initial Complaint
Date:05/31/2024
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.
Solar panels were removed to fix the roof. Paid for removal, promised to be re-installed. Over four months and the panels are still in my garage, no installation date and on top of it, I am still being charged as if I have the panels on my roof
Business Response
Date: 06/07/2024
Case Manager has reached out to the customer to help resolve their concerns.
Customer Answer
Date: 06/07/2024

Complaint: ********

I am rejecting this response because:
case manager involvement did not result in any action thus far, only promises and apologies. Furthermore, I am still being charged as if the panel are on my roof (last month 91 dollars)

Sincerely,

Uri H*******
Business Response
Date: 06/17/2024
The Escalations Expert provided an update to the customer regarding their concern on June 4, 2024
Initial Complaint
Date:05/30/2024
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 am 80 years old and recently had radiation therapy for prostate cancer. I am disabled. I have contacted Sunrun over 40 times and have spent over 200 hours of my time. Over 4 months ago Sunrun removed my solar panels so a new roof could be applied to my rental house at *** ***** ** ********* **** ** *****. The solar panels are sitting in the backyard. The Team Leader is telling me he has to wait until the design dept approved the site roof plan. He told me he has repeatedly called the design dept and no progress has been made! I have lost one buyer for my rental and now I have another buyer for the rental but he nee3ds a completion date and Sunrun refuses to expedite the replacement of the solar and wont give me any time frame.of when the panels will be placed back on. I am frustrated and exhausted. U cant talk to the same person at Sunrun more than once and the team leader Brandon G******* very rarely calls me with an update although he is very apologetic.. I need to have these solar panels put back up so I can sell the house which my deceased partner lived in for over 10 years. P{LEASE HELP ME!
Business Response
Date: 06/02/2024
An Escalations Expert has contacted the Removal and Reinstallation Team for an urgent update for the customer.
Customer Answer
Date: 06/03/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

Jerrold E*****
Initial Complaint
Date:05/30/2024
Type:Product 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.
Agreed to have solar panels installed on top of my house, but was assured by the individual who came to my house that there would be no fee. I asked several times if I would be charged for this I am a 76 year old woman on fixed income and cannot afford a high rate. I feel like Im being targeted for a scam. I never received a contract. ******** created an email address for me. I dont have an email address. I dont need or want email
Business Response
Date: 05/31/2024
The Escalations and Prevention team reached out to the customer on May 31, 2024, and is assisting them with their concerns.
Customer Answer
Date: 06/13/2024
Please see attached response
Business Response
Date: 06/17/2024
The Escalations and Prevention team reached out to the customer again on June 10, 2024, and is assisting them with their concerns.
Customer Answer
Date: 06/21/2024

Complaint: 21781752

I am rejecting this response because:
I received the contract that has a signtuare but it is not in my hand writting. The signature I wrote on my fax does not match the one on my contract.

Rejection taken in dictation by BBB rep ************** class="EOP SCXW112288487 BCX0" data-ccp-props="{"201341983":0,"335559739":160,"335559740":259}" style="margin: 0px; padding: 0px; font-size: 12pt; font-family: Verdana, Verdana_EmbeddedFont, Verdana_MSFontService, sans-serif; line-height: 20.5042px;">

Sincerely,

*******************************
Business Response
Date: 06/24/2024
The Escalations and Prevention team reached out to the customer on June 24, 2024 and is assisting them with their concerns.

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Sunrun, Inc. is BBB Accredited.