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:07/10/2023

  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.

  SunRun has repeatedly ignored my outreaches regarding solar panels that were placed on my home with a contract that was fraudulently forged with my signature and initials, by one of their salesman/employees. Additionally, I was provided with false information regarding pricing, benefits, and money saved. After my initial outreach, I was told that the solar panels were pending removal and that the case manager would contact me within 5 days. I was also provided with contact info for a "*****" who was handling the removal of the panels. I have yet to hear from any case manager, or anybody for that matter from sunrun. I have left messages and emails with *****, who refuses to respond or return my call either. I was told that there was a pending service transfer, yet I own my home and am the only occupant in my home. Sunrun continues to operate fraudulently and disregard its customers requests. The employee that forged the contract with my name as well as an incorrect date, needs to be held accountable. Sunrun needs to remove the solar panels immediately and refund me for all charges. There is a reason why they continue to face legal issues and someone needs to shut them down at once.

  

  Business Response

  Date: 07/11/2023

  An Escalations Expert is investigating the concerns for the customer. 

   

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20296268
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 07/17/2023

  Sunrun has repeatedly assigned representatives to rectify the concern, yet it continues to get passed from one rep to another. Promises are made to call with answers or solutions but the calls never come. The rep ****** offered to supply an audio recording for when the verbal contract took place, but now states that he is unable to produce it. Additionally,  the forged contract is dated for a time that I wasn't in the state to even allow Sunrun on my property. I offered to pay my current balance off if they agree to remove the panels. I also offered proof of electric bills - past and current to show that I was mislead in the "savings", and I also offered to show proof that I wasn't in ******* in 2016 and the contract states. Lastly, I offered to show proof of my initials and signature for thr last 20 years showing that the contract was forged. Again, I reiterate that the contract states resolution will be resolved promptly within 30 days, yet I'm going beyond 30 days and have yet to receive my return call from 4 days ago. This started back in 2021 when I gave up because of no resolution; I will not allow SunRun to get away with this any longer

  

  Business Response

  Date: 07/20/2023

  An Escalations Expert is investigating the concerns for the customer. 

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20296268
  
  I am rejecting this response because:
  

  SunRun continues to drag their feet and pass my concern from representative to representative. They make promises to address it, have my calls and emails responded to, yet I'm no further along than when I first attempted to resolve the issues back in 2021. SunRun has far too many complaints and legal cases against them and they need to be held accountable for their misleading ways. Not only should they morally and ethically di the right thing, but the "contract" also has a timeframe for all issues to be resolved, and they're not adhering to that either. SHOCKER. This company needs to be stopped, instead of endless complaints being filed against them and proper authorities not taking action. 

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

  

  Business Response

  Date: 07/31/2023

  An Escalations Expert has been in contact with the customer since July 10 and is working toward a resolution.

• Initial Complaint

  Date:07/09/2023

  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 began the initial contact with Sunrun in July of 2021. We were supposed to have a second consultation with a sales rep, who missed the appointment after we had signed the initial customer agreement documents. I emailed a sales manager, who passed me off onto another rep, who failed to contact me. I asked again if we could be contacted so that we could get the process going, and there was no contact. I was able to make contact with a representative, who said they were waiting on the permits to be approved, which were supposed to happen in the fall of 2021. Again to update after the date had passed for the estimated permit approval date. I reached out to the rep, she said that the date was being pushed to the winter of 2021. I contacted the rep a day after when we were supposed to have the permits approved. The date was now being pushed to the spring of 2022. Spring came around and no contact. We attempted numerous times to contact reps from the company and nobody was getting back to us. In February of 2022 a new rep contacted us and stated that they would check on the status of the permit. She stated that the permit had an approval date of March 11, 2022. March 22, 2022 came around and no contact. I attempted to contact the rep with no luck. I submitted a new inquiry for solar, and a sales rep contacted me. He stated that we had no manager or rep assigned to our project. He sent our issue to another manager. During that time I attempted to reach out to the *** (*********************), who responded with what seemed like an auto generated email. We reached out to ******* who we used to purchase sunrun through. A ****** rep had reached out to sunrun, and surprisingly someone finally reached out to us and set up an install date in June of 2022. We were still very upset with their lack of communication and customer service. We just wanted an apology from the ***. In March 2023 we ended up with a roof leak. It was from the poor solar panel installation.

  

  Business Response

  Date: 07/11/2023

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

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20293723
  
  I am rejecting this response because:  Someone from the escalations department has already been in contact with us prior to filing this complaint.  They offended us by making us sound like we were demanding, when all we originally wanted was an apology.  We last requested to speak with the *** (*********************).  They are not fulfilling that request.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/18/2023

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

  Customer Answer

  Date: 07/22/2023

   
  Complaint: 20293723
  
  I am rejecting this response because:  The company has been passing us off from person to person.  They are attempting to settle, however we are waiting to hear what ****** has to say.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/08/2023

  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 recently added Sun Run panels to my house and was provided misinformation, told to be dishonest when signing my contract, signed a contract under a name that is not my legal name or on my deed and havent received promises that were in the contract.

  

  Business Response

  Date: 07/11/2023

  An Escalations Expert contacted the customer regarding their concerns on 7/11/23.

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20290876
  
  I am rejecting this response because they haven't resolved it they have simply emailed me 2 times.  That has been my experience so far in that they resopnd but don't actually resolve the problem.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 07/20/2023

  The Escalations Expert provided an update to the customer regarding their concern on 7/20/23.

• Initial Complaint

  Date:07/07/2023

  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.

  I was advised that when my solar panels were installed, it would nearly eliminate my APS bill. They had me believing I would save money on my energy bill and that paying them $189/month gives me a proper system that covers all the usage.My bill for APS came in and the most recent one was $130.99, making my total payment out for electricity to $319.99. I was lied to and misled, which had now put me in a far worse financial situation than I was in prior. SunRun then proceeded to follow up with me and said the following in a text:(Sunrun) This is Skyler with Sunrun. I am an area manager and wanted to check in and see how everything is going?As a Sunrun customer in ******** this is the time to add more panels if you are receiving a true-up bill from your power company with the rise in energy costs.We also have a promotion that anyone you refer to us that's get solar installed you get a $1,000 dollar bonus for your family! Let me know if I can help your family out! I'm out in your area this week!Thanks ****** :)This is a very poor business practice to rope in customers into believing theyre saving and then pushing more panels on the customer. This is a blatant disregard for the customers best interest and is lying to the customer.Additionally, the installation took forever and was on my roof for 2 months not working. Now Im stuck in a contract for *******************************************************************************************

  

  Business Response

  Date: 07/11/2023

  An Escalations Expert is investigating the concerns for the customer. 

  Customer Answer

  Date: 07/14/2023

  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. They honored what was promised and listened to all my concerns.
  
  

  They were very kind in their response and were very helpful.

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

• Initial Complaint

  Date:07/07/2023

  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.

  Customer ID: ************** Some panels or parts not working since April 2022, reported May 2022 and no parts replace yet and that supposedly still on order, but no proof from their part or the Corporation. We called them today, with my stepfather on the line and we gave them until close of business today, CA time.My name is *********************** from **. I am the stepfather helping with this complaint (Retired **********************, ***/DISABLE VETERAN).Account #: ************ **************** is giving me the run around about replacing the panels that are not working or the parts that are not working, since May 2022, when some of the panels or parts went bad. To this day the have done nothing, but giving me the run around and I had been paying like $ 600 plus on my electric bill, instead of $16, which is the basic. To day We called them and the Manager in ***************** in CA, promised to get back to us by close of business. This is on the name of ***********************, Email **************** Phone: ***************** Resulution: 1 Replacement of bad panels and parts and adding more panels as need it at no cost 2. Also the extra cost of my Electric bill that was more than $16 of the basic, times 14 months or more,because of their delay response time and their negligence. Otherwise bad reviews will continue until they fix the problem and return the totally of all extra expenses for 14 months plus any extra months after this complaint is submitted and a fair resolution is met. No less than what is requested is acceptable, if they do not want a legal action. You had been notified!

  

  Business Response

  Date: 07/11/2023

  An Escalations Expert is investigating the concerns for the customer.

   

• Initial Complaint

  Date:07/07/2023

  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.

  Approximately April of 2021 our solar system back up battery quit performing. Sunrun informed us we needed a new back up battery. I was told it could take up to 2 years to get a new battery. I called every quarter asking where the status of getting a new battery is. I was told it was pending and there was a 2 year wait list. Fast forward and it is now July 2023 and no new battery and not a new battery in the foreseeable future. They claim my system is working at 75% capacity (which I am not sure that is accurate). I told them I wanted a new battery or termination of my contract. They told me they would send me an appeasement and give me like $1000 in a credit but that is all they could do. I specifically asked them if new customers had been signed in the last 2 years and gotten systems because if that was the case there is no reason they couldnt wait for a system while I had a new battery replaced. The case manager would not answer my question and would say things like I am not sure or try to change the subject. I have been given the run around for over 2 years with no resolution in sight.

  

  Business Response

  Date: 07/11/2023

  An Escalations Expert contacted the customer regarding their concerns on 7/10/23.

• Initial Complaint

  Date:07/07/2023

  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.

  On August 25,2021 sunrun *** installed solar panels on my property a six week project according to the agreement for the panels to be in full operational condition. After the sixth week i try reaching out to get an update of the delay i have not been able to contact no one that can resolve the problem i have sent emails and phone calls for more than one year already on August 1, 2022 one year after installation i sent an email specifically to ********************************* project coordinator specifically requesting the panels to be removed from my property s***e they had not comply with the agreement but no answer or call back, finally i went to the city and NVenergy company to seek help , and found out that sunrun failed to provide Nvenergy with the final application needed to complete the project, ********* requested the documents for about one year as well with no response, this has caused me a-lot of issues and delays s***e, i been trying to put my house on market s***e November of 2022 and this unfinished project has been prevented from doing so s***e there is no information of what the solar panels agreement is. I am seeking for a resolution and reimbursement of payment for all the months i had to pay higher energy bills and compensation for not been able to sale my property , after their 6 week due date of completion, due to their lack of commitment and failed to comply with agreement,

  

  Business Response

  Date: 07/11/2023

  An Escalations Expert contacted the customer regarding their concerns on 7/11/23.

• Initial Complaint

  Date:07/07/2023

  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.

  Was sold a service of Solar panels by Sunrun with a promise of 4 week install time, $1000.00 referral gift card and performance guarantee. The installation took 6 months due to errors on the part of Sunrun with extremely poor communication, no returned emails and horrible practice. The gift card was promised multiple times and than advised that I was not eligible only the referee. On July 1 ****** told me my **** gift card was emailed to me. I than was told I would not get it. Than I was told not correct. I have made over 15 calls to Sunrun and last call was Constant misinformation . . ********** was associate that promised and he will not even respond to his escalations team about the promotion. I was promised a call back after the 4th case created to provide resolution and that has yet to happen. Service was down for few weeks and had to wait few weeks more fpor the part to come in which resulted in me generating a larger PSEG bill. Bottom line they are a JOKE and I want out of the contract and panels removed if they can not make good on their promsies.

  

  Business Response

  Date: 07/11/2023

  An Escalations Expert spoke to the customer and settled the matter.

   

  Customer Answer

  Date: 07/12/2023

  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:07/07/2023

  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.

  I bought a house with Sunrun panels. I purchased the panels on the day of closing with the check sent directly to them from the ************** First they claimed they didn't get the money and I have to prove they had cashed the check. Now they are going after me for a monthly leasing fee even though I never leased panels even for a day, nor had a lease agreement with them. I have spent countless hours dealing with these people. Nobody you contact is able or willing to resolve their company's mistakes. I am getting e mails and letters demanding payment from their collections department, even though their website shows I have a zero balance.

  

  Business Response

  Date: 07/11/2023

  An Escalations Expert is investigating the concerns for the customer.

• Initial Complaint

  Date:07/06/2023

  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 called several times to cancel my Vivint account. First time they needed to talk to only ***** because he was on the account even though the payment comes from me and we own the home together. Second time they wouldn't let him do it without a password that I knew but wasn't with him. Now today is the 3rd time and we talked to someone like 14 minutes after holding initially. We said that we don't want to be offered anything at all to just cancel. So now we've been on hold for 1 hour and 10 minutes and still no one has come to the line. This company is absolutely ridiculous.

  

  Business Response

  Date: 07/10/2023

  We are unable to locate an account under the service address or contact information provided. Please provide documentation relating to the solar system so that we may be able to assist further.