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

  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:11/17/2023

  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.

  Our SunRun solar system that we are leasing went down in August, I was never notified even though SunRun was aware of the issue. I found out after I received our ********************* which was over $800 when it was typically $0. I called Sun Run immediately and they did know the system was down and had filed a claim but said the part was back ordered and they had no idea when they would get it in. Billing told me not to pay the bill until the part was fixed and THEY removed our account from auto pay. I was also told that when the part was fixed billing would reach out and explain the credits and figure out the reimbursement. Each month I was harrassed by the billing department about paying the bill, I had to call and explain that there was a claim and that I'm happy to pay our billed once everything is fixed and settled. I called SunRun immediately after the part was finally put in on October 27 but was told I had to wait 3 days for a call back. I never received a call back, just kept getting calls from billing saying to pay past bills. So after a week, I call Sun Run again and finally they open up a case with an agent, who you can never get a hold of. Finally after some time we finally connect on the phone and he asks me to send him pictures of our system that the technician was supposed to send him but didn't. He then said I would hear from him in 2 days, that never happened. After 8 days of no response, I got an email last night at 1am from SunRun saying my billing has been restored and credited but with no attachment of a breakdown in charges or credits. I just spoke with a SunRun agent from billing who said she is opening up another case for me to try and figure this out. Billing and customer service agents are not communicating and me the customer is stuck in the middle of it all. All I want is someone to explain and give me the breakdown of the credits/charges but nobody will give me that information.

  

  Business Response

  Date: 11/20/2023

  An escalation expert will contact the customer to discuss the concern and a resolution.

  Customer Answer

  Date: 11/22/2023

  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:11/16/2023

  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.

  Submitting on behalf of account owner (my late mother whom I had ***** of ******** for before her death). Despite numerous calls, and a closed system failure support case, solar system has not worked since September 2022. Have been unable to get anyone out to look at system and have continued paying monthly bill. Seeking resolution of this issue and restitution of money paid to SunRun since 9/22/2022. Account owner: ***********************: **************

  

  Business Response

  Date: 11/17/2023

  An Escalations Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:11/16/2023

  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.

  Re-install of solar panels (case # ********) has been pending internal action for over 6 months now. Called many times with no action (if they take my call at all)

  

  Business Response

  Date: 11/21/2023

  Thank you for bringing Mr. *************************** complaint to our attention. At Sunrun, we are committed to addressing customer concerns promptly and effectively.
  
  In response to ******************** issue regarding the re-installation of his solar panels, we have an escalations expert actively collaborating with our reinstallation team. We are focused on expediting this process to ensure timely completion of the reinstallation. We understand the importance of this matter to **************** and are working diligently to resolve it as quickly as possible.
  
  We appreciate the opportunity to address this complaint and are dedicated to ensuring customer satisfaction.

  Customer Answer

  Date: 11/25/2023

   
  Complaint: 20879220
  
  I am rejecting this response because:
  
  I was contacted by someone from SunRuns Escalation & Prevention team on Monday 11/20 to confirm the complaint details, but no communication or action since then (today is 11/25). It was Thanksgiving, so I would give them more time, but the BBB site says I need to respond within 5 calendar days, or my complaint will be automatically closed, so here we are. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/06/2023

  Thank you for your message regarding the complaint submitted by a customer. We are aware of the concerns related to the delay in reinstalling their solar system and are actively addressing this matter.
  
  An escalations expert from our team is currently collaborating with both the customer and our reinstallation team management to expedite the process. We understand the importance of timely resolution and are working diligently to ensure that an update is provided to the customer as soon as possible.
  
  We appreciate the patience and understanding of all parties involved as we work towards a swift and satisfactory resolution.

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20879220
  
  I am rejecting this response because:
  
  Still no action. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/15/2023

  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.

  REMOVAL OF SOLOR PANELS. SUNRUN SHOWED UP AT MY HOME 2 YEARS AGO CLAIMING LOWER ENERGY BILLS. 8 MONTHS LATER CAME AND INSTALLED THEN LEFT. THEY HAVENT FINISHED INSTALLATION WONT COME AND REMOVE PENELS. IT IS NOT 2 YEARS AND NOTHING. IM STUCK WITH PANELS AND NO ANSWER FROM THEM, OTHER THAN THEY ARE WORKING ON APPROVAL. THEY DID NOT FULFILL THE AGREEMENT AND WONT REMOVE PANELS. I NEED YOUR HELP. I DON'T KNOW HOW MANY OTHER PEOPLE HAVE HAD THIS PROBLEM. I CANT REFINANCE. I CANT SELL MY HOME. I CANT DO ANYTHING BECAUSE I HAVE NO STATEMENT NO UCC1 FORM THEY WONT DO ANYTHING BUT THE PAST 2 YEARS WE ARE WORKING ON IT. THIS IS FRAUD. AGREEMENT STATES IF NOT INSTALLED IN 180 DAYS I AHVE THE RIGHT TO CANCEL.

  

  Business Response

  Date: 11/22/2023

  Working to get ahold of the partner who complete the installation to inquire on the delay. Escalation expert will follow up with the customer once additional information has been received from the partner. 

  Customer Answer

  Date: 11/24/2023

   
  Complaint: 20876142
  
  I am rejecting this response because: I received a call from the company saying we will come by tomorrow and fix panels that were wrongly installed and the next day we will come and turn them on. So company came to my home yayayay right..wrong they left without giving me any paper work and never returned to turn on Solor panels. Ive called 15 times now and they keep telling me we are working on it so Im in the same situation. They lie so much. So since installing panels 10 months ago they still havent been turned on. Im back to ********** again. Im asking for a removal and they tell me no. Im in a 15 year contract. But how is that if they were never installed properly. On my contract it states after 180 if not installed properly.  I can cancel but now they wont let me. Please help me get these panels removed. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/05/2023

  An assigned escalation expert is currently working internally to facilitate the completion of the project. 

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20876142
  
  I am rejecting this response because:
  I still do not have Solor panels turned on. Im trying to refinance my home and Im being turned down because I dont have prof that my panes are operating and I have no statements. No company want to deal with this issue, which is now affecting my life in many ways. 
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/15/2023

  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 have had SunRun solar since 2/2021.March 2023 I receive my ****** for over $3000 for the year.SunRun solar sales representative ********************************* comes to my home and says I need a second set of panels due to rate hike. I explained that I could not afford the additional payment with the ****** all I need to pay for the year. He tells me via in person and text message that SunRun would give me the amount of the bill if I agreed to the second set of panels. He assured me on several occasions that he would bring the check for me to pay ****** essentially. It is now November 2023 and SunRun has treated me like I am lying about this with all of the information provided. I have asked several case managers for a business card or a ******** license number to file a complaint if I was somehow scammed.I get ignored when I ask the questions. All I have asked is for the 2nd set of panels that was just activated due to delays and paperwork on there end according to ****** to be REMOVED as I cannot afford the payment for ****** Sunrun x 2 payments and the one coming again in March **** from ****** due the rate changes and plans to go on.I don't truss them anymore. Its bad enough I have the 1st set now after how this has happened. I feel I was coerced into signing for a second system and they are failing to recognize the possible fraud that *** have committed with the transaction for the solar panels.

  

  Business Response

  Date: 11/21/2023

  An Escalation Expert has contacted the customer regarding their concerns and is currently looking into the matter.

• Initial Complaint

  Date:11/15/2023

  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 filed a complaint with you and were connected with Sunruns legal team. The person we were contacted by is *******. She has NO AUTHORITY to make any decisions. We are waiting 4 days now for a call from her manager who can make a decision. We want their equipment REMOVED from our home. We are selling our home, the original buyer dropped their price by $40,000 because of Sunrun! I need to get this house sold to go take care of my elderly and ill mother. Sunrun is doing NOTHING to resolve our issue. WE WANT THEIR C*** OFF OUR HOUSE!

  

  Business Response

  Date: 11/17/2023

  This is a duplicate BBB case. There are a total of three cases open for this customer. Please close the duplicates, we're currently working out of BBB case 20823740. BBB cases ******** & ******** are duplicates. 

  An escalation expert is in contact with the customer for the original case and we will be granting the customers request for termination. The termination documents will be sent tomorrow 11/18/23 via DocuSign for signature.

• Initial Complaint

  Date:11/15/2023

  Type:Order 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.

  This company keeps having a solicitor come to my property at *************************************************************. I have no soliciting signs and have told this person I have no interest in solar panels from a company with thousands of Better Business Bureau complaints. He showed up, most recently, at nearly 8pm. This is becoming ridiculous.

  

  Business Response

  Date: 11/21/2023

  An Escalations Expert contacted the customer regarding their concerns

  Customer Answer

  Date: 11/21/2023

  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:11/15/2023

  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.

  Their sales rep told me I would be receiving a $1,000 gift card for signing up for solar that day he was also disingenuine on the terms of the contract as well I later found out I was signing a 25-year lease when I was led to believe it was month to month.

  

  Business Response

  Date: 11/28/2023

  The Legal Escalations Team has been in contact with the customer as of 11/17/2023.

• Initial Complaint

  Date:11/15/2023

  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.

  After purchasing a nearly $26k solar system from Sunrun last November, I have dealt with a non working or underproducing system for almost half the time that it has been activated. A little over a month after installation and activation, it went down completely. For over a month it did not work at all. Then in July the system started under producing and did so for months. The customer service is spotty at best and they make you wait to have someone come out to fix the problems. They avoid reimbursement for a non producing system and are trying to do that again with me. Taking tens of thousands of dollars from a customer for a system that does not work and where I continuously receive a bill for the fact that it isn't producing energy due to malfunctions is just plain stealing from their customers in my opinion especially when I am met with excuses for long delays in someone coming out to fix it and a complete lack of consideration to the fact I'm paying energy bills that the system should be avoiding with proper production. Someone needs to hold this company accountable for delivering on their promises to their customers by having working components installed by competent technicians so that people receive what they paid for. Fully functioning systems. I expect it repaired and to be compensated for all of the time that my system has underproduced or not produced at all. I'm attaching my duke energy bills and what was readily available for usage (this past month, where it has worked a portion of the time (starting Oct 31) after 4 months of it not). I am happy to obtain and show usage to Sunrun over the span of time the system has not worked properly if they need that as well. This is appalling.

  

  Business Response

  Date: 11/16/2023

  An Escalations Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:11/14/2023

  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 calls me 3-5 times a day for the past 2 months. I have told them I'm on the Do Not Call List and not to call. I don't want to buy their solar products. I have blocked the number but it goes to my voice mail. I believe they are a bunch of scammers, need to be prosecuted, and go bankrupt.

  

  Business Response

  Date: 11/16/2023

  An Escalations Expert contacted the customer regarding their concerns.