Complaints

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

close

Find a Location

Sunrun, Inc. has 87 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Sunrun, Inc.

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

  
• 

  Sunrun Inc

  1550 Magnolia Ave Corona, CA 92879-2094

  
• 

  Sunrun Inc

  1225 Park Center Dr Vista, CA 92081-8353

  
• 

  SunRun Inc.

  712 Brook St Ste 104 Rocky Hill, CT 06067-3447

  
• 

  Sunrun, Inc.

  227 NY-303 Congers, NY 10920

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:09/23/2023

  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.

  Our roof started to leak under their panels on 9/1/23. Roof is still leaking and now they are charging us to remove the leased panels. The roof was damaged due to their panels. $5000 to remove and put back up. If we don't put them back up then we are breaking our lease. They will not be arriving until 10/6/23 to remove them. We have had a lot of rain.

  

  Business Response

  Date: 09/25/2023

  An Escalations Expert contacted the customer regarding their concerns on 9/25/23.

• Initial Complaint

  Date:09/23/2023

  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.

  I am filling a complaint on this business because this business had a sales man that came to my home and gave me a lot of false information and lied to me . Some of the signatures and initials are false, prices are false , I had ten days to cancel he never mentioned it to me. There are lot more to mention but I can't put everything at once. I call the main office when the bill came to let them know that this is completely different from what the salesman told me, and all other misinformation he explained it and told me he shouldn't have done it and they will discipline him. But I don't want any part of them I want their panels off my roof. The salesman told me again they pay 88% of my light and I need a energy company to help the solar to work which will be 12% less to nothing, when the energy company sent me a bill $51.00 and change plus their high monthly solar bill. That was misinformation. I am so embarrassed I was taken for ride to the pit.I am paying more money for solar than any one else. Please do some these company that going around and scamming people like me.

  

  Business Response

  Date: 09/25/2023

  An Escalations Expert contacted the customer regarding their concerns on 9/25/23.

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20646607
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:09/22/2023

  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.

  Sunrun required that I complete a credit screen and a contract before they would send someone out to quote for solar. I pushed back and they said, "That does need to get signed for them to come out because if it isnt they arent protected or insured, so if Something happens its up to you and your family to pay the bills." After signing, I learned that neither SunPower nor ************************ require this step before they would come out. An initial assessment does not involve anyone getting on the roof, so there is no liability for a representative to come to my house and stand in my driveway. I feel I was misled by SunRun and they took my personal data for no reason. They pressured me, and I think this is a bad business practice. Data security is very important and I don't think SunRun is taking it seriously. Furthermore, when I first reached out to SunRun, they were very aggressive with their sales calls. They called me repeatedly each day for many days in a row I had to make multiple, forceful requests verbally and in writing to get them to stop calling. They finally did and several months later I decided to pick things back up with them. Overall, my experience with this company has been one of aggressive pressure and manipulation. I think BBB should be aware so you can keep an eye on this company. Thank you for all you do to protect consumers.

  

  Business Response

  Date: 09/25/2023

  An Escalations Expert contacted the customer regarding their concerns on 9/25/23.

• Initial Complaint

  Date:09/22/2023

  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.

  Im a contractor working on a porch enclosure. I get there in the morning to work and theres Sunrun guys working on a completely different part of the house. The ****** tells me Im not allowed on the property because theyre working and they cant work with any other contractors on the property. Im in the middle of my job, they were supposed to be there before I even started but they rescheduled. He said if I went to work they would all pack up and leave, which would mess up the homeowners plans. This is ridiculous! So now Im out of work for the day, no pay, and I cant get ahold of anyone from the Sunrun office! I work with other contractors all the time. Im on the complete opposite side of the property. They need to make it right with me. This will not be the only complaint I write.

  

  Business Response

  Date: 09/25/2023

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

• Initial Complaint

  Date:09/21/2023

  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.

  I have my solar panels through Sunrun *** and I have to have my roof re-roofed. It is in very bad condition, water is coming into my home. I have contracted a roofing company to come re-roof my home but I have to have the panels removed so that they can fix my roof. I have been calling Sunrun *** since June to schedule a time to get the panels removed for the sole purpose of fixing my roof and I have been getting the run around for MONTHS now! I have talked to up to 4 people in one day. I have explained my situation over and over again. They tell me that I have to fill out paperwork and email it back. I am a 94 year old woman and I have to get help to do these things. I have gone to ***** so that they can send those documents for me. When I call them again they say that they haven't received anything from me. I have even tried calling everyday to speak with a manager or supervisor, but I continue to get ignored. It has rained a few more times since my roof was inspected back in June and I feel as it is getting worse. Water is coming in and this company doesn't care. My insurance claim has been dropped because it has taken too long to get my roof fixed. I just need them to remove them so that I can have my roof fix and still nothing. Please help I don't know what else to do.

  

  Business Response

  Date: 09/22/2023

  An Escalations Expert contacted the customer regarding their concerns.

• Initial Complaint

  Date:09/21/2023

  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.

  Since March, 2021 my Sunrun panels have been underperforming. Sunrun has caused damage to my siding and roof. Sunrun states they will replace my roof and the damage but in order for my roof to be replaced I must sign a document stating that the (underperforming) panels will be reinstalled. They have had more than enough time to fix the performance issues and according to my contract, repairs must be completed in a timely manner. The repairs that have already been done have not been done according to my contract. Currently, I have an underperforming system, incorrect batteries (according to my contract), damaged siding in need of repair, and roof leaks in need of repair. I would like Sunrun to remove their equipment, make necessary repairs, and cancel my contract.

  

  Business Response

  Date: 09/22/2023

  An Escalations Expert contacted the customer regarding their concerns on 9/14/23.

• Initial Complaint

  Date:09/20/2023

  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.

  We had a damaged roof and need our solar panels removed so we could get a new roof. We contacted Sunrun on 6/13/23 and they finally removed the panels on 7/21/23. Our roof was repaired and approved by our town on 8/8/23. I immediately contacted Sunrun about getting our panels reinstalled. I can not get any information about when the job will be done. Sunrun uses a third party for the work, Nova Source. Neither of the companies will provide information about when the job will be done. They do not return telephone calls. The only communication has been me calling. No return calls from "case manager" or any representative of the companies.

  

  Business Response

  Date: 09/21/2023

  An Escalations Expert contacted the customer regarding their concerns on 9/21/23.

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20634632
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/26/2023

  There has been  no action.   Contact has but we are no closer to a resolution. 

  

  Business Response

  Date: 09/27/2023

  The Escalations Expert provided an update to the customer regarding their concern on 9/25/23.

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20634632
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 10/10/2023

  There has been no action taken by Sunrun. No communication advising what is going on. 

  

  Business Response

  Date: 10/13/2023

  The Escalations Expert provided an update to the customer regarding their concern on 10/13/23.

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20634632
  
  I am rejecting this response because: Sunrun and their third party vender, NovaSource fail to resolve this matter. No answers as to why things are not answer along with cancelling appointment to reinstall solar panels.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/23/2023

  The Escalations Expert provided an update to the customer regarding their concern on 10/23/23.

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20634632
  
  I am rejecting this response because: Sunrun and their third party, NovaSource, vender keep coming up with excuses as to why the work is not being completed. Most recently the third party, ********** is claiming they do not have the supplies to complete the job. This has been stated for nearing 2 months. Sunrun being a solar provider most have the supplies someplace and should provide them so the project can be completed. 

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

• Initial Complaint

  Date:09/20/2023

  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.

  I was assured in my contract that my price would not increase more than a specified amount in a given year and they have increased it more than the specified rate 2 times this year already. After contacting them, they are either unwilling or unable to provide me with a break down of service charges. Upon contacting them ALL of their service reps were unfamiliar with the rate and were unable to explain why the increase occurred. I have requested multiple time to be contacted by a supervisor and have received no such response.

  

  Business Response

  Date: 09/21/2023

  An Escalations Expert contacted the customer regarding their concerns.

• Initial Complaint

  Date:09/20/2023

  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.

  Sunrun sold me a scam. The system is not capable of handling my energy demands and Sunrun knew they sold me a system that would not work. Been going back and forth with Sunrun for 2 years and the escalation team only came back to inform me i needed a second system. Sunrun built me a solar system that can only generate ********* kWh a year. Now claims i need a system that can generate over 28,000kwh. Sunrun claims my usage increased. and then admitted that they did not build me a big enough system. I am getting electric bills of over $300. I want this worthless panels removed from my roof and loan paid off. I am better off without the solar system. Sunrun claims not to have any wrong doign.

  

  Business Response

  Date: 09/21/2023

  An Escalations Expert contacted the customer regarding their concerns on 9/21/23.

  Customer Answer

  Date: 09/24/2023

   
  Complaint: 20633044
  
  I am rejecting this response because: I received a call from Sunrun and we have gone back and forth via emails and it appears SUNRUN does not want to offer a solution to fix the incompetent Job done and this is the second escalation expert still giving me the run around. SUNRUN SCAMMED ME. I WANT THE PANELS REMOVED FROM *******, ROOF FIXED LOAN BALANCE PAID OFF!! I can not be paying for $280/Month and still have average electric bill of over $300/month.

  Re: Introduction from Sunrun / Complaint to Better Business Bureau - **** Chase Harbor Ln
  
  
  
  
  
  ********************;<********************************> Fri, Sep 22, 9:41?AM (2 days ago)
  
  
  to *******
  
  Good morning *******, 
  
  My question to you, is this the Sunrun solution to resolve this problem?
  Sent from Gmail Mobile
  
  ************************************************, Sep 22, 9:38?AM (2 days ago)
  
  
  to me
  
  Hi ******,
  
  My suggestion regarding the battery is to add it independently, so it would not be through Sunrun. Sunrun does not retrofit (add) batteries to existing systems. However, if you add a Tesla battery independently, it would assist with providing greater savings because it allows you to control your battery through their app, so for instance, you can discharge the battery to offset your utility usage in the early evening when they bill you at their highest rates. However, adding a Tesla battery won't produce more solar energy, so you would still need to add a secondary system if you want to increase your overall solar production.
  
  
  Respectfully,
  
  *****************************
  Escalation Expert, CX Solutions
  P  ************
  *******************************************************************
  
  On Thu, Sep 21, 2023 at 1:26?PM *************** <********************************> wrote:
  
  Hello *******,
  
  
  Will this battery be the resolution to the problem? I know it would require the battery more panels to fix the problem. If thats what Sunrun is willing to do at no additional cost to me then I will fill the form out. Please advise. 
  
  
  Regards 
  *********************** 
  Sent from Gmail Mobile
  
  
  
  On Thu, Sep 21, 2023 at 12:28 PM ***************************** <*******************************************************************> wrote:
  
  Hi ******,
  
  Thank you for taking the time to speak with me earlier today. I will be your primary point of contact until we are able to resolve your recent complaint to the Better Business Bureau. If at any time you can't reach me, you may contact my Manager, *****************************, copied here for visibility.
  
  As we discussed during our call, I wanted to provide you in writing what I see on my end regarding your concerns on the system design. Attached to this email is a copy of the previous **************** Report (HER) that was conducted using your twelve recent utility bills.
  
  The system is designed to produce approximately ****** kWh annually. According to the HER report, your total annual energy usage is approximately ****** kWh. I know your concern is that the system is not fully covering your energy usage. However, despite it not fully covering your current usage, you are still receiving savings of over $5,000 per year. That is shown on page two of the **************** Report.
  
  Utility billing will also likely increase over time. However, if you have energy savings of $5,000 per year over the life of the contract (20 years), you would receive approximately $100.000 in energy savings during that time, which would far exceed the cost of the system. I just wanted to advise on this because you will be getting your money's worth in savings over the long run.
  
  You also can still add on a battery independently because you own your solar system. . However, please note that it would require that you complete our Third Party Battery Add-On Waiver along  with the installers General Liability Certificate of Insurance with a minimum of $1 million policy coverage and Sunrun listed as an additional insured. Sunrun also can not guarantee that production, NEM, permitting, monitoring, etc. will not be impacted.  
  
  
  If you are interested in this option, please let me know
  
  Thank you,
  
  
  
  
  
  
  
  
  
  *****************************
  Escalation Expert, CX Solutions
  P  ************
  *******************************************************************
  
  
  
  
  
  
  
  
  
  
  
  Sincerely,
  
  **********************

  

  Business Response

  Date: 09/27/2023

  The Escalations Expert provided an update to the customer regarding their concern on 9/27/23.

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20633044
  
  I am rejecting this response because:

  Sunrun was deceptive and incompetent when the original system design was built. Sunrun requested the most recent electric bill 30 days and came to a conclusion that my energy use was at ***** kw. But in actual fact if they had requested 12 months of electric bills we wouldn't be here. in the email below Sunrun is claiming i used more power *****kw more, My question to Sunrun is did i add a new house or 2 more additional air-conditioner units? Sunrun dropped the ball and did not do their job. I am the customer , they ********************** presented themselves as the solar energy expert. They failed!! This excuse is unacceptable. Sunrun can come remove the panels, fix my roof and payoff the loan balance. Or they can do the honorable thing and build the second system at no additional cost to me. Those are the 2 options. Below is the sorry excuse of an email response from Sunrun.
  
  Sincerely,
  
  **********************

   

  
  ***************************** 12:22?PM (5 hours ago)
  
  
  to me
  
  
  
  
  
  
  
  Hi ******,
  
  
  The system was designed using your pre-solar utility bills and produced approximately ****** kWh during the year. Your total annual energy usage was approximately ****** kWh.  To increase solar production, you would need to add a secondary system. However, despite the system not fully covering your current usage, you are still receiving energy savings of over $5,000 over the course of the year with solar instead of obtaining your energy solely from the utility. 
  
  If you are interested in a second system, I can have our solar advisor contact you or you are welcome to call them at ************.
  
  Respectfully,
  
  *****************************
  Escalation Expert, CX Solutions
  P  ************
  *******************************************************************

• Initial Complaint

  Date:09/20/2023

  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.

  The panels placed in 2021. Just started this year with all the issues with company. The power bill has remained high and the panel loan goes up. I haven't received any tax 15k tax rebate for the loan. I'm at almost 1 to 2k for power. This company promised to refund the loan payments paid before activating loan then told they would remove panels. I've had no follow-*** and nothing has been done. Please help with removal of panels, refund and out of loan.

  

  Business Response

  Date: 09/21/2023

  An Escalations Expert contacted the customer regarding their concerns.