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.

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

  
• 

  Sunrun Inc

  2965 S Angus Ave Fresno, CA 93725-1900

  
• 

  Sunrun, Inc

  1800 W Ashton Blvd Lehi, UT 84043-5490

  
• 

  Sunrun, Inc.

  755 Southpoint Blvd Petaluma, CA 94954

  
• 

  Sunrun

  503 South Maryland Ave #106 Delmar, MD 21875

  

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:01/25/2024

  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.

  This company installed a solar system on my home. They did a bad job and now I have leaks.

  

  Business Response

  Date: 02/02/2024

  The Legal Escalations Team has been in contact with the customer as of 1/29/2024.

• Initial Complaint

  Date:01/25/2024

  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.

  My complaint is about Sunrun solar company. We initially did business with them in July of 2022 and agreed to have solar panels installed on our roof. We have had nothing but problems with this company from the start. Every single person we have dealt with from the initial salesman ******************* on has lied through their teeth and made false promises and misleading statements. The misinformation has since cost me thousands of dollars and led to financial hardship. In the time from first signing up for solar I have been through four electric providers and the most Ive ever gotten in solar credit is $60. I owe two of those companies for breaking a contract after being told to change to a new company because it would lower my bill. I have a $36,344 loan for the initial panels, my electric bills have been much higher every month then they were before agreeing to go solar, I was talked into adding more panels in October, 2023 by a new salesman, ******************* because he said the reason my bills were still so high was that the initial salesman had undersold my system and I wasnt pulling enough power. He rushed me and bullied me into signing a new contract NEVER explaining that the new contract would mean I would have yet another loan, this time with Sunrun itself on top of my original loan with Good Leap and my almost $200 a month electric bill. When I notified **** that my bill was $166 with the new system he told me to change electric providers yet again. I contacted the company he was encouraging me to go with and got a representative who ran all the numbers and also gave me a lot of information of solar actually works and it turns out that switching to this company would be almost exactly to the ***** the same cost as the company I am currently with plus I would only get $150 towards buying out my existing contract that would cost me $400 to break. I just want out of this contract and loan and to be reimbursed for everything Ive been out because of them

  

  Business Response

  Date: 01/30/2024

  An Escalations Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21201176
  
  I am waiting on I make a decision until I hear from the representative who is supposed to contact me. The first telephone appointment time was given for 01/30/2023 between 3:00 and 3:30 pm and at 3:25 I left my phone unattended to go yo the bathroom and thats when she finally called. I tried yo get back in touch with her and was unable to reach her. I got a message yesterday saying she was extremely busy and the earliest she could reschedule me is 2:30 on Tuesday the 6th of February. I am withholding any decision until I see what the representative from Sunrun offers me to try and resolve my issues. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/25/2024

  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 installed on my shop in January 2018. I noticed that there were several spots, approximately 15 spots, on the roof that were leaking. I contacted Sunrun around 1/26/2023 to report the damage to my roof. They sent one of their contractors to look at the damage and it was determined that the solar panels were the cause of the leaks. I was told that the roof would have to be replaced as well as some sheeting. I waited several months but no contact from anyone. I reached back out to Sunrun and was told that my claim had been closed out by accident but they would reopen it. Ive been passed to several people with Sunrun who were supposed to assist with my claim but after initial contact with each person, they stopped responding to my calls and texts. The most recent call was about a month ago. That person was supposed to be getting one of their contractors to contact me but no one has contacted me yet. I called this person again on 1/2/24 and she called me back on 1/3/24 and assured me that the contractor would call no later than 1/5/24. Again, no one called. About a week or 2 ago, I called again and told them that I was filing a complaint with the BBB. At that point, someone called and said that a contractor was going to be in the area and would come by to look at the damage. He came and said he had been told that my roof had already been replaced and that Sunrun would only be patching the damaged areas. While he was there, we noticed several new spots that had water damage and were actively leaking. The contractor stated that the entire roof needed to be replaced because there were so many damaged areas and that patching it would not solve the problem. I have been dealing with this for a year now and the damage is getting worse. In addition to this, I let them know beforehand that i would no longer be paying them until my roof was replaced. I have never missed or been late on a payment until this month and yet they turned this in on my credit.

  

  Business Response

  Date: 01/26/2024

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

  Customer Answer

  Date: 01/27/2024

   
  Complaint: 21201159
  
  I am rejecting this response because: 

  This is the same response I have gotten from them multiple times over the past year that I have been dealing with this yet nothing ever gets done. I will be satisfied when they replace my roof and cancel my contract with them. 

  Sincerely,

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

• Initial Complaint

  Date:01/25/2024

  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 an installation agreement with Sunrun in September 2022. They sub-contracted to Freedom Forever for design and installation, even tho they say they are full service. The install was delayed until January of 2023 due to the subcontractor making unwanted changes to the design, and wasnt activated until 2/7/2023. There has been issues ever since. My inverter never reported any data, even though there are multiple meters on the system. A case was finally opened for this in June, but nobody has contacted me or fixed the issue. I checked my production, and the system has produced almost 2000kWh less than the 11,323kWh it was supposed to produce in a year. According to my contract the value of that power would be roughly $286 (more than the cost of 2 months of power). I was told when signing the contract I have a production guarantee, but have since been told I do not. So essentially even if my system only produces half of what they say, they wont do anything about it. This company will lie, cheat, and steal every ***** they can. I have sent multiple calls (usually left on hold for 30+ minutes) and emails, but never got a follow up from Sunrun.

  

  Business Response

  Date: 01/26/2024

  An Escalations Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21200439
  
  I am rejecting this response because:

  No effort was made to contact me. I called yesterday and was left on hold for over an hour until the call was dropped.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/25/2024

  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 was refered by *************************** to vivent solar now sun run solar Iasked ***** about me shortly needing a new roof and he told me and ***** that it would be free to remove and reinstall so there would be no problem so they installed solar panels so when i got a new roof they charged me ******* dollars so i kept complaining and they gave me a ****** dollar discount *************************** also got a new roofand he also complained and they gave him a discount he paid ******* dollars we have the same amount of panels and this is not fair

  

  Business Response

  Date: 01/26/2024

  An Escalations Expert will contact the customer by 01/30/24

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21198147
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/01/2024

  Im rejecting this offer because I dont think its fair offering 100 00 dollars isnt fair enough my friend ***** only paid ******* dollars for the same removal and replacement 

  

  Business Response

  Date: 02/05/2024

  The Escalations Expert provided an update to the customer regarding their concern on 2/2/24. The customer accepted. 

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21198147
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/24/2024

  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.

  First of all I'm a 100% Disabled Vet not able to work.. I purchased solar panels under the impression given to me that I was going to be able to save myself on my electric bill which was false. Ive been reciving regular bills with no difference at all. After contacting both my electric provider and sunrun I was told it was sunrun side that the problem was on. After numerous attempts someone contacted me, I explained the situation which in turn was told the problem will be rectified which also turned out to be not true..At this point I'm at wit's end. I'm refusing to pay them because I can't afford to pay a high electricity bill and them also. I've also tried contacting them and informing them of my financial situation.

  

  Business Response

  Date: 01/26/2024

  An Escalations Expert will contact the customer by Tuesday, January 30th. 

• Initial Complaint

  Date:01/24/2024

  Type:Customer Service 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 been negligent in about every aspect of this contract and fixing known issues. They dont respond, they have lied about the reasons they cant fix things and it takes 4-6 months to even start fixing the known issues. They have cited a plethora of reasons for not fixing things issues. Even with the Sunrun panels on my home I am still paying full PGE rates for power My electricity bill is just as high as before the solar panels were installed. My payments for the panels are over $200 a month. PGE sent a true up bill that is over $6000. The power I should be making was designed to be 150% over my needs. The Sunrun app says my system is under performing for the last year and they do nothing to remedy that Their contract says they are responsible to fix those problems. They have failed and been negligent in every aspect since the beginning. My bills keep going higher and they do nothing to fix the issue. Complete failure in ALL regards. I have ongoing emails and VM I can show to prove this

  

  Business Response

  Date: 01/30/2024

  An escalation expert is in contact with the customer and is working to resolve the concerns. 

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21192572
  
  I am rejecting this response because: there is way to much negligence on Sunruns behalf   The entire system has been compromised by Sunruns bad governance.  This system has not produced any energy to send to PGE and we are paying PGE over $550 a month just for electricity, over $350 a month for NEM related charges and $240 for the panels to be on the roof.   Over $1100 monthly just for electricity.  Solar is supposed to lower and get rid of electricity usage, not increase it by 2-3 times   We cant be the only people this is happening to   We cant afford to have Sunruns solar panels on our roof at this point 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/12/2024

  An escalation expert is in contact with the customer and the concerns have been found to be due to shading concerns, which the customer agreed would be his responsibility post installation. Please see the attachment. To address the customers production estimate concerns, we've requested he provide at least 12 months of consecutive utility bills to complete a comprehensive overview of production amount, costs, energy consumption, and energy costs. We have not received the utility bills to date. 

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21192572
  
  I am rejecting this response because:

  there was at least 4-5 contracts and each one had different terms, rules, agreements on them.  Each one was different, because they didnt add on basic items like our home water well, so there were changes made due to their negligence and lack of being detailed.  I was told that there was going to be 2 phases in the entire process.  I did sign the most recent contract.  But due to Sunrun not getting the panels hooked up for 5 months after the installation, the second phase could not be done without forcing me into the *** 3 and then having to not get the same level of solar that the contract states from PGE 

  Being forced into *** 3 is what Sunruns negligence forced the contract towards  with their long delay   They wont tell you all that their negligence DID cause, just the 1 thing they are trying to say is all MY fault   Like I will point out,  Sunrun inspected prior to placement and somebody signed off that it was good for the panels to be placed 

  I was told that the solar panels would be fine to be placed and Sunrun came out and inspected the property prior to placing the panels on the roof.  So if Sunrun says I signed the contract. True, but they still inspected , and put panels up   If I was NOT compliant. I was told the panels would NOT be placed until everything was good with them.   (in the contract). Sunrun has failed in more than 1 area.  They are trying to focus on 1 thing.
   Sunrun wants to say I signed, but its only 1 item.  Lets look at the entire process and ALL the details before deciding. HUH? 
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/24/2024

  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 told that I would receive a approximately 120% offset on my electric bill upon signing up with sunrun solar. But that was a lie because not enough panels were installed to produce that much energy so now I'm stuck in a lease with sunrun due to false misleading and deceptive sales tactics. Also I'm $4500 in payments since 2020 behind this contract with them.

  

  Business Response

  Date: 01/29/2024

  An Escalations Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21192005
  
  I am rejecting this response because:
  Sunrun is will not offer a fair value buyout until 5 years. They do not care about the deceptive and misleading tactics that their sales representative use nor am I getting the amount of service or service I signed up for. I am not saving any money or have I saved anything in the 3 1/2 years I've had solar. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/14/2024

  This customer was advised that at the 5 year date of their system being powered on  (10/05/2025) they can look into purchasing their system at fair market value so they can begin to own the energy they pay for and keep the equipment at the end of the term. If they do decide to buy out at that time, they will be advised of warranties for their equipment.

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21192005
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/23/2024

  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.

  Sun run is stealing my electricity and bumming me for it. They destroyed ******* and refuse to take responaibilty for it. They are threatening me that they will send their legal team after me and Bill me $15,000 if i don't let then put the oabals back on after ******* is repaired. My roofer can not warrenty my new roof is sun run puts the oanals back on ******* as the brackets or holes in the roof.

  

  Business Response

  Date: 01/30/2024

  An Escalation Expert has confirmed that removal occurred January 4, 2024 and currently the Removal & Reinstall team is waiting on confirmation from the customer that the roof repairs have been completed before reinstallation can be scheduled.

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21189748
  
  I am rejecting this response because:

  Sun run never responded to my response. 
  They are refusing to  work with me. they damaged my roof and refused to repair it. I finally got them to get the panels off so I can repair *******. I can't have them put the panals back on as it will void my new roof work and product warranty. I offered for them to put them  on my yard And they threatened to send their legal team after me and charge me $15,000!!! 

  They are scamming me,  stealing the electricity the panels create then charging me for it . I only have 11 yrs left of the ****************************************** $15,000 to get our of the contract!!  I get a bill between $20 and $50  per month.  This $15,000  fee is what they are making off me for the next 11 yrs. This is disqusting!! They are getting away with scamming everyone!! They destroyed *******!!! My roofer can not warranty his work or product  if sun run puts their panals on my new roof.  

  Thank you. 

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

  

  Business Response

  Date: 02/16/2024

  An Escalation Expert has connected with the customer to discuss their concerns regarding reinstalling the panels and voiding the roof penetration warranty.

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21189748
  
  I am rejecting this response because: they destroyed *******,  refused to fix it and want to put their panals back on my roof which will void the warranty on my new roof.   And destroy ******* again and take years off my new roof!! 
  

  Thank you.  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/23/2024

  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 leased solar panels with Sunrun. We've had several leaks which have caused countless damages throughout our house. During the installation of the solar panels, we had our first roof leak, because of this Sunrun sent a technician who determined that our roof had 10 years of viable life left and the installation continued, which was done very poorly. In July of 2023 we filed a claim towards Sunrun and up till today's date there have been 4 inspections and yet no repairs. Every time it rains there is water running down the walls and celling, as can be seen in the attached photos, where there are also pictures of the condition of our roof where the panels have been installed. I would like to know if we can cancel the leasing with Sunrun because I have tried countless times but have not been successful in efficiently communicating with them. I would like them to remove the panels ASAP and place a tarp on our roof to prevent further damage. The rainy season in ***** is fast approaching and I fear the condition of our house if this carries on even further than it already has. Their customer service has been poor.

  

  Business Response

  Date: 01/26/2024

  A member of our Property ********************** contacted the customer regarding their concerns.

  Customer Answer

  Date: 01/28/2024

   
  Complaint: 21189482
  
  I am rejecting this response because:is too early to know if we will reach a resolution of the claim, I need more time to give you an answer.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/16/2024

  An Escalation Expert has been in contact with the customer since January 26, 2024.

  Customer Answer

  Date: 02/25/2024

   
  Complaint: 21189482
  
  I am rejecting this response because: They responded to me and promised to repair the damage a couple of weeks ago and still have not started with the repairs.
  Sincerely,
  
  *************************