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:02/21/2024

  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 purchased solar panels in 2021. I've had no issues up until now.I received an email from Sunrun on May 16th, 2023 indicating something needed to be fixed and if I gave permission to have such issues handled. I replied with "you can fix any issues when your schedule permitted" (keep in mind my invertor is on the side of my house not behind any locks or gates) I've noticed for a while now my True up bill for ****** has been growing. I asked my fianc to look into it at which time he showed me through my Sunrun app that I have not been producing anything since 3/12/23. January 23, 2024 I contacted Sunrun's Advanced team and spoke with ***. I let him know of the email from Sunrun on May 16th, 2023 and my concerns for reimbursement for the True up bill. He let me know my case manager would handle all that for me. He got the ball rolling on getting my new invertor installed. Again no issue, Sunrun did a fine job getting this invertor taken care of.My issue is with my true up bill. I spoke with my case manager at which time she indicated to me the most her manager came up with for compensation is $384.35. She indicated something in my contact of there not being any reimbursement but this is what they could do out of courtesy. I insisted that I speak with the manager to see what formula they used and speak about further issues.Oddly enough when I went back into my emails I don't show any emails in my "Home" folder or my response to them in my sent fold for May 16th, 2023. Looks like Sunrun is trying to cover their tracks.I also reviewed my contact which I have attached. Page 10 of 21: PROACTIVE MONITORNG SERVICE AND DATE. Clearly they knew the invertor was out by their email sent on May 16th, 2023 but never came out to fix it. Nor did they try to contact me again. It's been almost a year.I Just want my True Up **** taken care of in May when it's due.

  

  Business Response

  Date: 03/01/2024

  An Escalations Specialist has been in contact with the customer since February 22, 2024. 

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21325946
  
  I am rejecting this response because: Yes, Sunrun has been in contact with me but the issue is not resolved. I'm waiting on paperwork to review and possibly sign with payment for what I requested.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/06/2024

  An Escalations Specialist has been in contact with the customer since February 22, 2024. 

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21325946
  
  I am rejecting this response because: ****** sent me a Settlement and Release Agreement, after reviewing they added someone's name that is not associated with my ******/Sunrun contract. The agreement also appears to be a standard template and not reflective of my situation. They are trying to get out of normal maintenance and warranty of my system. I sent an email to rkondori@costco and cc'd ********************** my contact from Sunrun. I have not heard from either of them.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/21/2024

  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 installed on the roof were installed incorrectly. 1. the clips were hammered on so they cannot be removed without damaging the panels.2. The roof is leaking at ************ because they were not sealed correctly.3. There is a pipe installed under the panels which is a violation of building code.

  

  Business Response

  Date: 03/08/2024

  We wish to inform you that we have taken immediate action regarding a recent complaint received through your platform. An escalations expert from our team is currently in contact with the customer to address the concerns raised. We are in the process of arranging a thorough inspection of the damages reported and coordinating the necessary repairs to resolve the issues as promptly and efficiently as possible. We are committed to ensuring customer satisfaction and thank you for facilitating this communication. Rest assured, we are working diligently to address and rectify the situation.

• Initial Complaint

  Date:02/21/2024

  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 August 2023 I contacted Sunrun about a roof water leak. My house is a two story home and water was leaking all the way to my first floor ceiling (pic attached). Sunrun sent a tech to inspect my roof and tech stated that some titles are broken and need to be replaced. Tech stated that he will place the workorder and send over to Sunrun to get if fix(this was back in September 2023). Ive been calling Sunrun almost every week since September 2023 to resolve this issue and they always state the same, that someone named *************** is the manager assign to my case and that he will call me or take care of the issue, and until now, after so many calls since September 2023 this person ***** has never ever call me or try to solve the issue. I live in ********** and we have flooded alert last week Feb 5 it rains almost 7 days non stop i called sunrun again to make them aware about the raining situation, person i spoke on customer service stated that he will escale my issue to ****** supervisor or manager and set my roof issue as emergency to get it solve ASAP, that was back on Feb 5, and now is Feb 21 2024 and I did not ever get a call from any Sunru Associate, Even when i told them about the raining days, company just didnt care about it. My property is getting damage on every raining day, but that person ***** just dont care. I need my roof leak to get repair or I can hire a company and get but i will need a refund from Sunrun Company.

  

  Business Response

  Date: 02/21/2024

  An Escalation Expert has reached out to the customer to provide an update on case status. 

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21323649
  
  I am rejecting this response because:
  
  Ive been hearing from Sunrun that someone will reach out to me since September 2023 and that never happens. First step should be to change whoever is in charge of my case, as that person doesnt care about customer complain and he has proved it, since Ive been calling ***************(sunrun assigned associate to my case) for months and this persons has never ever has answer any of my calls. No one has reach out to myself.

  I have been told countless times from Sunruns customer service that someone will reach out and that never happens.

  Sincerely,
  

  *******************************

  

  Business Response

  Date: 03/01/2024

  The Escalations Expert has requested more information from an internal department in order to further investigate the customer's concern. 

• Initial Complaint

  Date:02/20/2024

  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 multiple locations. I live in ********** so I selected ********** even though most of the people I'm dealing with are in **** and various other states. The process started in 2021. To get solar panels we were told we were required to get a new roof and new electrical before the panels could be installed. We allowed SunRun to select the roofer. We had several leaks after the work was completed by SunRun chosen roofer. We were told the roofer SunRun chose was no longer in business. For the leaks SunRun asked if we had a roofer that we could use, we selected a roofer because we needed a repair urgently as SunRun was not able to get a roofer to come out in a timely manner so we chose the roofer. The second roofer made repairs to the subpar work done by SunRun's subcontractor but they did not replace the entire roof. It turned out that SunRuns roofer did not replace or notify us the roof pipe vents need attention. After both roofers worked on our roof they are now pointing fingers at each other and we still have a leaking roof after almost 3 years. SunRun's second designated roofer came to ***********/16/24 after multiple calls to have the leak repaired. The leak is still not repaired that's why I'm filing this complaint. They are saying they will not help.

  

  Business Response

  Date: 02/22/2024

  An Escalations Expert contacted the customer regarding their concern on 2/22/2024.

• Initial Complaint

  Date:02/20/2024

  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 system has been underperforming since at least 2018. I have had system issues every year which have never been resolved. My performance guarantee agreement states that I should receive a refund at the end of each year for underperformance. I have not received any underperformance refunds. Whenever I complain they tell me that I am meeting performance which is not true. Whenever my inverter was in a "error state" I would have to be the one to call them and let them know. They do not efficiently monitor my system as they claim they do. Finally, they agreed that my inverter has not been working properly and they would replace it. I have been waiting almost a year for my inverter to be replaced. They keep saying that they need to design a new one for my system and that is why it is taking so long. As of this date, they still have not notified me when my new inverter will be installed. They have agreed that I am not producing close to the amount that my neighbors are but have failed to fix the problem. They have scheduled maintenance on the system and ask me to be home and didn't show up to the appointment.

  

  Business Response

  Date: 02/21/2024

  An Escalations Expert will contact the customer on 02/22/2024.

• Initial Complaint

  Date:02/20/2024

  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 or about October 20 2023 we opened a claim due to our roof in master bedroom leaking from roof due to solar panels. 2 weeks later they sent out a technician who could not remove the panels and said I would receive a call to reschedule. No call was ever received. I continued to call my case manager ***** weekly with no return call. I have asked to speak to supervisors and also have not received a call back. After approximately 2 months I finally spoke with ***** my case manager. I was informed this was under warranty and everything was covered 100%. An appointment was scheduled eventually for February 16 2024. When the technician called to inform me he his on his way, he told me he was not there to repair the panels but to repair there meter. I then called the number provided to complain and I was told my case manager ******** now would call me back by the end of the day. No call was received as expected. And problem still not resolved.

  

  Business Response

  Date: 02/23/2024

  An Escalations Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:02/20/2024

  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 signed a contract 3/32/23 Solar panels were installed a month later. Its been 9 months and solar panels are still not on! Eversource blames Sunrun for lack of movement. Sunrun Sales rep promised verbally to help pay for electricity bills if solars still not on but they only paid December bill. Please help! I cant afford my electricity bill !

  

  Business Response

  Date: 02/21/2024

  A Legal Escalations Expert contacted the customer regarding their concerns.

  

  Business Response

  Date: 02/21/2024

  A Legal Escalations Expert contacted the customer regarding their concerns.

• Initial Complaint

  Date:02/20/2024

  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.

  The system was completed in August of 2023. The system didn't go "live" for approximately another month. We were in the midst of a drought. When we finally received rain, we noticed 4 wet spots in the ceiling under part of the solar panel area. Immediately contacted Sunrun and got no response. Continued calling and emailing to no avail. Finally contacted the sales rep and told him of the issue and that we wanted the system removed if that was the kind of service we are going to get. Another 4 months later, after 2 of their contractors refused to do the repairs, we had to hire an outside contractor(against their contract but at their suggestion) to correct the leaks. Sunrun paid the bill but not without a lot of time and trouble. We are also seeing the system is only putting out about 40% of what the contract says it will and they have stopped answering our calls and emails.

  

  Business Response

  Date: 02/21/2024

  An Escalation Expert has contacted the customer regarding their concerns and sent a request for an immediate to the Performance Escalation team. 

   

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21319382
  
  I am rejecting this response because:

   Due to the history of performance, this will take an unacceptable amount of time. I know the system is set up to monitor instantaneously, so why can't the investigation be done now or when I first contacted about the issue?

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/19/2024

  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.

  I have a solar lease that started with Vivint & was transferred to sunrun. A solar panel or two is loose a banging around on my roof. Makes it hard to enjoy time with family as it just bangs on my roof. I don't know what additional damage this may be causing to my roof. I made a call over a year ago & was told that if the system is working correctly they wouldn't come out. That doesn't help the banging noise in our living room. One live chat & one phone call within the last month. It was acknowledged that I had complained a year ago. They want me as an elderly adult to get on my roof and take a picture of their product before any action can be taken. In my lease it states that this is the property of ********************************************* do not have the authority to touch it. I shouldnt have to climb on my roof or hire someone(as was suggested)... To fix this product. I got an email a couple days ago about them looking into it. No contact at all. I see this as a bogus company with zero intentions of fixing anything. I fell that sunrun is preying on the disabled as I can't physically climb on my roof and take pictures of their product

  

  Business Response

  Date: 02/20/2024

  Hello *******************************,
  
  My name is **** and I am an Escalation Expert with Sunrun Customer Experience team. Our team is dedicated to improving your experience with Sunrun by resolving existing issues and ensuring they do not happen again. I will be your primary point of contact until all issues are resolved to your satisfaction. From this point forward I will partner with you, and be your advocate within Sunrun. If you cannot reach me, or you feel that your needs are not being met, please reach out to either my manager, *****************************, or our Director ***********************. They can be reached via *********************************** This email address is only used by the CX Solutions team and is monitored by our senior management on a daily basis.
  
  Once I familiarize myself with your case, we can begin the process of resolving your concerns. If this time is not convenient for you, please let me know of a better time or click the book a one-on-one meeting link below and you can schedule a time that is good for you. My direct line is ************ feel free to call me, text me, or reply to this email. 
  
  
  I look forward to speaking with you and you have my commitment that I will work closely with you until you are satisfied with the final resolution of your concerns.
  
  Regards,
  *************************
  Escalation Expert | Case Management
  Customer Experience
  P. ************
  SET UP 30 MIN ONE ON ONE MEETING
  
  

  Customer Answer

  Date: 02/26/2024

  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,
  
  *******************************

  They have made an appointment to rescure the panel with is March 5. If this is done then I will be satisfied. It's unfortunate that Sunrun let it get to this point. I have tried every option before this an nothing worked.  Their sales people ring my door 3 times a week but can't maintain their product.   Each employee I had contact with was 100 percent polite & helpful within there allowed reach. 

• Initial Complaint

  Date:02/18/2024

  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.

  I am a active duty service member that has been having significant issues with sunrun. I have tried calling them to work out payment issues but instead I've been met with rudeness and unprofessionalism on the phone. This business even fraudulently withdrew money from my account without my permission and again when I contacted the business I was met with unprofessionalism and the manager/supervisor said there was nothing they could do to correct the situation. They have even added a surplus of fees to my bills that they claim I owe and my service has been disconnected. I am just asking for ***************** treatment and continuation of service.Account # ************

  

  Business Response

  Date: 02/20/2024

  An Escalations Expert contacted the customer regarding their concerns.