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:05/14/2024

  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.

  Signed with the company in 2019 Did NOT get turned on until October of ************************************************************************************************************************************************************* the side of the house.Did NOT roof the garage when I was quoted for the whole.

  

  Business Response

  Date: 05/16/2024

  An Escalations Expert has contacted the Property Escalations Team for an urgent update for the customer.

• Initial Complaint

  Date:05/14/2024

  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 March 15th I contacted Sunrun because I noticed a spot in my kitchen that showed evidence of leaking. Since I knew my roof was newly installed and the entire home was renovated in 2020, and I knew the only other induvials who had been on the roof, was the solar company, Sunrun, when the solar panels were installed. Sunrun has denied my request for repair twice. This is not the first issues I had issues with Sunrun. When they installed the electrical panel to power the solar panels, they damaged by kitchen and it took them almost one year to repair the damage after multiple calls and escalations. After which the panels were not operational for 6 months later. With this new damage issue, the lack of promised savings, I want to be released from my agreement. I want the solar panels removed and my roof repaired. Working with Sunrun has been a series of disappointments and no savings as the contract promised. I believe there is gross negligence on how issues and concerns are resolved, and I no longer trust this company to ensure my panels are working nor that they will take responsibilities for structural repairs.

  

  Business Response

  Date: 05/15/2024

  An Escalations Expert contacted the customer regarding their concerns.

• Initial Complaint

  Date:05/14/2024

  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.

  Interrupted by a door to door rep who once she (female long blonde hair 5/14/24) found out I was not the homeowner. I advised they were in meeting and therefore not able to come to the door. She then later asked about the doorbell. I advised again Im not the owner so I wouldnt know. So she again was seeking for me to get the homeowner who was working & in a meeting. I again told her they were not available. She then got snippy and made a derogatory comment then said she was going to leave. I told her since she wanted to get an attitude she probably should leave. Like why?! You are seeking new clients, right? How about respect. What I do for a living and weather or not I reside in the home is none of your business. Seriously?!?!

  

  Business Response

  Date: 05/15/2024

  An Escalations Expert contacted the customer regarding their concerns.

• Initial Complaint

  Date:05/14/2024

  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 solar panels do not cover my usage. I live alone and they still do not cover my usage. I have complained 2 years and was told they would reevaluate at 2 years and correct problem and reimbursed my payments to the electric company. Yet now they will not even answer me. They put in a ring doorbell that gas never worked. They charged me 50 dollars for repairs that did nor work. I got roof damage last year and they made me live with damaged roof for 5 months. If I let anyone else remove them mt warranty would be voided. I have complained 2 years and nothing is being done. I asked that they add additional panels while they were down but they demanded I sign a new 25 year contract. First contract was only 20. Thank you

  

  Business Response

  Date: 05/14/2024

  An Escalations Expert will contact the customer within 1-2 business days.

• Initial Complaint

  Date:05/14/2024

  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 response time is slow, and often does not follow up as committed. We are experiencing a repeat warranty claim on a roof leak caused by Sunrun installation of the solar panels. The 2023 claim took 6 months to complete, and this current claim will likely be the same.The leak (Case Number ******** was reported on 02/05/2024 I spected 2/20/2024 but did not get referred for Remove and Reinstall until 4/10/2024 (Case Number ********). The panels were removed on 4/20/2024 and there is little progress in the last 4 weeks.The 2022 roof installation was a Sunrun selected subcontractor, and the roofer has been very proactive and responsive. It's only been Sunrun delays in communication for the current case ********. For 3 weeks Sunrun is also lacking timely response to the roofer who is ready to schedule after Sunrun approval of the quoted repair proposal.We should not need to follow up daily with Sunrun trying to coordinate response and progress with their subcontractor.

  

  Business Response

  Date: 05/15/2024

  An Escalations Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21706996
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/13/2024

  Type:Order 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 believe this is a classic case of bait and switch, I feel that I was hounded m by Sunrun representatives trying to sell me an existing Sunrun customer more services, by a sales campaign to raise revenue, via phone, phone calls and text, and door to door canvasing.I later found out they had outsourced sales man to push sales, ultimately I agreed to more services that I was told were an addition to the at the contract at the time, not a whole new 2nd contract. I filled complaint, at the end od "their"resolution, this person was tasked with telling me that they had found no misrepresentation in the process, and nothing more. I had been assigned an escalation expert, to communicate with and got nothing, no updates on the actual investigation. Clearly therewas misrepresentation, if your outsourced salesman left me hanging with an option."Hey, I wanted to reach out and make sure that you have everything set up properly!""I just want to make sure your account is set up, properly""Because if its not, it won't be what we discussed"The salesman never responded back, after these text. Now, what was he wanting to discuss with me ? if it is not what we agreed upon, which was a new "agreement", of one payment of ******. I repeatedlyasked "so this is the new total?" To which he agreed , yes this is all you will pay. I evenmade sure to ask if both sets of panels, previous and new included panels were included in the set price. At no time did he tell me it was a separate contract. on top of the previous contract. In terms of clarity I don'tknow if the person still works as an outsourced salesman for Sunrun, whetherhe was ever contacted, or what was his response when asked what we needed to discuss as far as what we agreed upon. If all was contractual, why was he reachingout?To make it clear, I live in a 1400 square foot house and I now have 2 contracts for the same house, for a total with the original contract of ******, plus ****** for a total ****** plus whatevercharges from the local energy company which are never 0. In a year I will be paying more than I would pay with the original panels and local energy charges. Why would I ever agree to that?I championed Sunrun before this incident, I've been happy with the service,so much so I've recommendedit to friends and got parents to sign up. I expected at least a discussion, some level of compromise, instead it seemed as if nothing was going to be done, and I was going to be strung along, and my experience andaccount was not a factor, and never really was. Ideally,I would like to pay theagreed price a total of ****** I was told I was going to pay, or at least come to some compromise.

  

  Business Response

  Date: 05/15/2024

  An Escalations Expert contacted the customer regarding their concerns.

• Initial Complaint

  Date:05/12/2024

  Type:Sales and Advertising 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.

  Annoying door to door sales. Pushy sales tactics. Won't take no for an answer. Did not display required permit city requires for door to door sales people.

  

  Business Response

  Date: 05/15/2024

  The Escalations and Prevention team reached out to the customer on May 13, 2024 and May 14, 2024, leaving a voicemail and sending an email each time, awaiting a response.

• Initial Complaint

  Date:05/11/2024

  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.

  In Nov. 2023, we had a leak in our roof that required us to remove our solar panels in order to have our full roof replaced. We notified SunRun, who took 2 months to get a contractor to remove the panels while our roof continued to leak. Despite notifying them that we needed to remove the panels to resolve a leak in the roof, SunRun sent nobody to assess the damage when the panels were removed on 1/5/24. Our contractor replaced the roof by 1/29, and noted (with pictures) that the holes from the panel installation were not filled and the screws were not sealed, which caused damage of our roof. I notified our case manager, who did nothing to help us resolve the issue or inform us of avenues towards compensation for the damage even though our contract states that they will "warranty all of Our work, and that Our roof penetrations will be watertight, for the initial 20 year run". We paid our contractor $13k out of pocket to fix the damages, plus $3360 to SunRun for **************** reinstallation.In the months since (despite our case manager saying he would shut off billing) we continue to be billed monthly by SunRun for regular usage while our panels sit unplugged in our garage. Each bill claims that we have generated energy from the panels. I have raised the issue to customer service representatives for each month (Feb, Mar, Apr) and despite telling me it has been resolved, we continue to be billed and must request refund credits each month.We no longer trust this company to 1) not create further damage to our home by reinstalling the panels, creating leaks that could lead to more costly damages, and 2) cannot trust that we have been correctly billed for the entirety of our contract, given the recent false billing. We want to terminate our service, but SunRun is demanding an additional $10796.11 to purchase the system or find us in breach of contract. We feel that this balance should be offset by the damages that we paid out of pocket to replace our roof.

  

  Business Response

  Date: 05/15/2024

  An Escalations Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 05/19/2024

   
  Complaint: 21698069
  
  I am rejecting this response for the time being. I spoke with a representative from SunRun earlier this week to discuss our issues but to this point we have made no progress towards a resolution. SunRun has committed to taking one business week to followup to our discussion, but BBB only allows for 5 calendar days to accept or reject the response from the company. I have reached out to BBB for an extension to allow for a more appropriate timeframe and give SunRun a good faith opportunity to make an effort towards resolving our issues but I have not heard back from our BBB representative, so I am forced to reject the response to allow for additional opportunities to follow up. I will not post to BBB that I have accepted a response from SunRun until I have actually received a response.

  

  Business Response

  Date: 05/22/2024

  The Escalations Expert has requested documentation from the customer in order to further investigate their concern.

• Initial Complaint

  Date:05/10/2024

  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 bought two solar energy systems. Last April we received a call from a company saying they had been hired by Sunrun to fix something. Someone came and looked, said he'd have to order a part, but it 's on back order so it could take a while. This same scenario played out again and again with no resolution. About a month ago a repair person came, spent quite a bit of time and the appearance of the meter changed. My husband however noticed a lock on the system and it appears not to be working. I called Sunrun for the umpteenth time. All previous attempts have gotten no response. This time the representative said she reported the problem which is apparently the system isn't working to management because she could see that the issue has been going on since 2022. We didn't know that fact. No one has responded. AGAIN.

  

  Business Response

  Date: 05/15/2024

  An Escalations Expert contacted the customer regarding their concerns.

• Initial Complaint

  Date:05/10/2024

  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 have been with sunrun since april 2017. They were supposed to produce ****** kw and only produced 647 this past year. Their contract states we were supposed to get performance guarantee reimbursement but we have not. The inverter on our system broke down on march 17 2024. They sent a field rep out on april 17. A month later was when they realized it was not working. A while month. They replaced the inverter on may 6 2024 to replace it. It also says we were to receive 20 panels but our panel size shows 25. We are missing 5. We paid our monthly payment like every month. Yet we still have high aps bills because our panels have not been functioning. We have been receiving high aps bills for the last years now. We would like to get them fixed or removed at no charge. There is no point in paying for them if they are not functioning. We are holding our end of the contract but sunrun is not. Thank you.

  

  Business Response

  Date: 05/16/2024

  An escalation expert/case manager has connected with the customer to resolve their concerns.