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:03/12/2023

  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 contracted with sun run in April of 2022 to install solar panels. They claimed they couldnt get the permits until January of 2023. My panels were installed but now its March and Im still not connected to my solar panels. So Im still paying my electric bill and now Im paying for solar panels on top of that

  

  Business Response

  Date: 03/17/2023

  An Escalations Expert is investigating the concerns for the customer. 

• Initial Complaint

  Date:03/11/2023

  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 is my second complaint to the BBB about Sunrun.The first was not even settled yet when I had another issue. The initial complaint was due to the decrease of production of the panels and the lack of help from their customer service. I have had two years of underperformance and bills from ****** totaling over $2800. This was on top of the $278/ per month that I pay Sunrun. This was in the process of getting rectified by their Escalations Expert when the second issue occurred. So, I still have not had the initial problem resolved about the underperformance of the 42 solar panels I have on my roof!This time there was a large leak on my roof from the solar panels. I contacted my Escalations Expert and she said they would cover the cost as a one time courtesy to have the panels removed and reinstalled after we made the roof repairs. Great! I thought. So, she said someone would be calling within 2 days to take care of it. So we waited and no call! Then we contacted her again through email and phone several times with no response! Now, I am still paying my contracted $278/month and have underproduction of the panels and they are still on my roof causing a leak every time it is raining. How lucky we are to be having so many winter storms with so much rain this year. Sunrun is such a pain to deal with, and this seems to be the only way to get anything resolved.

  

  Business Response

  Date: 03/20/2023

  An Escalations Expert contacted the customer regarding their concerns on 3/20/23.

• Initial Complaint

  Date:03/11/2023

  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 recently tried to adjust the day in which the auto payment was removed from my account. The customer service rep and manager informed me that I could not change the day and the agreement is written into the contract.I read the contract and nowhere in it does it disclose the the auto payment transfer date is at the companies discretion and will not be adjusted to meet the customers needs.I am 43 now and have had multiple mortgages, car loans and every type of utility you can think of. I have never dealt with a company that refuses to move the payment date and I feel it is unethical and illegal. If I want to maintain my finances to suit my needs, I am forced to cancel the auto payment and penalized $15 monthly. The only way to save the $15 penalty is to let Sunrun dictate when they pay themselves from my account.

  

  Business Response

  Date: 03/17/2023

  An Escalations Expert is investigating the concerns for the customer. 

• Initial Complaint

  Date:03/10/2023

  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 a 20 year solar lease with Sunrun on my rental property. Address *****************************************************************. In July 2021 the ** batteries that are used to store the extra solar became inoperative. I was told these batteries are under a safety recall from ** and they have none to replace it with. November of 2021 Sunrun went out to service the system and check the equipment, when asked what was done during this service they said there were no notes. I asked when they ordered the new batteries they would not tell me and said they have no notes from the technician. Recently my tenants moved out upon inspection of the batteries it looks as if they have become swollen. When researching the recall for these batteries they are at risk for fire etc. I have contacted Sunrun and opened two case cases, first case # ******** and second case #******** to no avail it is now March 2023 the batteries have out since July 2021 and are a safety concern and still they have no solution. I did have to contact the **** Consumer ************************* to report this safety recall and have a compliance officer to try and get answers since this has gone unaddressed by Sunrun for almost 2 years.

  

  Business Response

  Date: 03/17/2023

  An Escalations Expert contacted the customer regarding their concerns on 3/17/23.

• Initial Complaint

  Date:03/10/2023

  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 Solar System - Failed inverter following 2-weeks of operation.Sunrun continued to **** Me $175/month for approx 4-mos, while the system produced Zero output. Additionally, my SCE electric bill was high due to NO solar production.This was the 2nd Inverter that failed and took almost 4-mos each time.While the contract has an annual 'minimum production guarantee, it does not even cover the Money that I paid to them during the 4-months lost production. --> Nov 8, 2021 to Feb 20, 2022

  

  Business Response

  Date: 03/17/2023

  An Escalations Expert is investigating the concerns for the customer. 

• Initial Complaint

  Date:03/09/2023

  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.

  In 2014 I contracted with Sungevity for a solar panel system, paying $82.01 per month with a 20-year contract. Everything was satisfactory. Sungevity was taken over by Sunrun, and everything was still fine. In 2020 I called to ask if I could add a storage battery to my existing system, and was told, not at this time, but they were working on it. In 2022 I was told I could now add a battery, so I asked to do so. I signed a contract that said the total cost would be $121.35 per month with autopay, or $128.85 without. I assumed that included the original charge of $82.01 plus an additional charge for adding the battery. At the end of February I began getting phone calls saying my bill was overdue, which puzzled me, as the bill had always been on autopay. After some phone conversations, I discovered that I now had TWO separate accounts--the original, and a totally new contract for the battery, bringing the monthly charge to $210.86. While the original 20-year contract is half over, the new contract was for 25 years, at which time I will be 98. I may make it that long, but I'm not betting on it, and after I am gone, my daughter will be stuck with it.NO ONE EVER MADE IT CLEAR THAT I WAS OPENING A SECOND ACCOUNT. I assumed that I was adding to my existing system.I have been told that since I signed the contract, nothing can be done except to offer a $70.00 one-time credit. And two gift cards for ***************** My experience with the sales staff is the exact opposite of the way I was treated by Sungevity, which discussed contract provisions with me at length.

  

  Business Response

  Date: 03/22/2023

  An Escalations Expert contacted the customer regarding their concerns on 3/22/23.

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19577115
  
  I am rejecting this response because: So far there has been no real response. I have stated that at this point I will be happy if a) both the existing accounts could be combined into a single account, or b) the payment due dates for both accounts could be adjusted to fall on the same day. So far I have been told that neither of these things is possible. I received the following email:
  
  My name is ************* ******** and I am an Escalations Expert with Sunrun's Escalations & Prevention team. Our team is dedicated to improving your experience with Sunrun by resolving existing issues and ensuring they do not happen again. I will be your primary point of contact until all issues are resolved to your satisfaction. From this point forward I will partner with you, and be your advocate within Sunrun. If you are unable to reach me, or you feel that your needs are not being met, please reach out to either my manager, *****************************, or our Senior Director, ******************************  They can be reached via *********************************** This email address is only used by the Escalations & Prevention team and is monitored by our senior management on a daily basis. 
  Once I familiarize myself with your case, I will call you next week so we can begin the process of resolving your concerns. If this time is not convenient for you, please let me know of a better time. My direct line is ************ or simply reply to this email.  
  I look forward to speaking with you and you have my commitment that I will work closely with you until you are satisfied with the final resolution of your concerns.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 04/03/2023

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

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19577115
  
  I am rejecting this response because: I finally decided that I would be satisfied if Sunrun could either a) combine the two accounts into one, or b) make the payment due date the same for both accounts. I was told just a few hours ago by the Sunrun representative that neither of those things is possible, though, strangely, other utility companies that I deal with can adjust due dates if necessary--one even offered to do so, though I had not requested it. Sunrun said they do not have that technology. This does not give me much confidence in having them set up to run electricity into my house, to say the least. I am unhappy because they never made it clear in the beginning that I was creating an entirely new account and installing new equipment instead of connecting a storage battery to my existing equipment, which is terminology I used repeatedly in setting this up. When I die, my daughter will be stuck with these two accounts, with no way of getting out of it. When the new contract runs out in 25 years, I will be 98, if I am still alive.
  
  At this point I am only asking them to do something that many other companies can do easily. I really have very little faith in their technological abilities. ********* served me well for 10 years, but I had no say in that company, and my contract, being sold to Sunrun. I still feel like I have been conned instead of entering into a deal.
  
  Sunrun has offered to lower my rates by around $80. I will see what they send me and have my lawyer go over it. If it actually works out the way they have promised, I will be satisfied, but I still will be unlikely to recommend this company.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/09/2023

  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.

  I filled a claim because my roof is leaking from where the panels were installed. After several calls to sunrun/Vivint Someone came to check the roof. I was told that we were going to get a report within couple of days. A month passed and after several attempts to get in contact with *************************-Senior Escalations Expert and no luck I suddenly received an email yesterday that the claim was closed because the leak was not due because of the solar panels. Their technician that came said that the process was to come and check and then request for the solar panels to be removed because he was not able to give a resolution with the panels in the way.

  

  Business Response

  Date: 03/16/2023

  The Property Escalations Team has scheduled an appointment with the customer for repairs 

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19576835
  
  I am rejecting this response because:The problem hast been resolved. They just made an appointment to come and see the leaking roof which they came on Feb 4th and sent an email after several calls stating that the case was closed. I was told by the roof inspector that I was going to receive a call from sunrun (*************************) within 2 business days after inspection and he explained to me that he needed to make a request for some panels to be removed because he was not able to inspect because the panels where on the way, The call never happened; I had to call and call many times and left messages. I received a call after a month of the inspection and a day after I filled the complaint with the bbb. I really dont know why are they coming again to do the inspection if the panels are not going to be removed to do the inspection; basically the same thing is going yo happen. I need someone to come and removed the panels so the inspection can happen. My roof is leaking only from the side the panels are installed and my ceiling from inside the house is getting damaged as well. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/27/2023

  Per the last response, we have scheduled an appointment to address the repairs on 4/4.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19576835
  
  I am rejecting this response because:they came 2 months ago and we were told that we were going to get a response within 48 hours which took a month after calling and calling without any response until we made a complaint. The response was that our claim was canceled because the roof leaking was not due to the panels. How can they just reject the claim when the roof inspector said that he was going to ask for the panels to be removed because he was not able to give a complete inspection because the panels were on the way. They could come on march 4th and we could give you a complete response as if we accept the response or not. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 04/07/2023

  The property Escalation Expert is actively working with the customer and was in contact on 4/5.

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19576835
  
  I am rejecting this response because: they shoes up on the 4th and reschedule for the 7th of April to remove panels and fix the leaking of roof but no show up from the roof inspector and no phone call. I called and was told to send  them an estimate from a roof contractor but no response yet from sunrun. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/09/2023

  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.

  In 2019, we purchased, through ******* a Sunrun solar installation. We paid for it in full and it was installed as per the contract we signed with a Sunrun representative. That contract spelled out the warranties for the several components of the system as well as for labor and the installation process itself. This included a 15 yr. Warranty against roof penetration. We witnessed several mistaken attempts to drill through our roof into the large ceiling beams that resulted in holes into our bedroom that had to be repaired. We don't know how the mistakes were repaired on the roof itself, but we did have to let workmen inside our bedroom to cover up the unsightly holes from the inside.During the recent deluges in **********, we discovered that numerous leaks had occurred in our bedroom, right where the solar installation was sited. On Jan. 14, 2023, we filed a claim regarding the leaks with Sunrun. As a result, *******************, ************************ Expert at Sunrun, became the project manager of this issue. On Jan. 25, 2023, **** sent someone out to survey and assess the damages. That person returned a report to **** that the leaks were the fault of misplacement of mounting hardware during the 2019 installation. **** agreed that Sunrun would make things right. We signed waivers of our rights of redress on February 13, under the duress of impending rain damage, and a written guarantee by ******************* stating that Sunrun would absolutely fix our roof. Nothing has happened since Sunrun received our signatures on February 13.

  

  Business Response

  Date: 03/16/2023

  The Property Escalations Team has scheduled an appointment with the customer for repairs.

  Customer Answer

  Date: 03/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me when finished.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:03/09/2023

  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.

  Sunrun solar panels company ***************************************************************** Salesman forged my e-signature without my approval and even with my refusal to buy the service he was trying to sell me

  

  Business Response

  Date: 03/17/2023

  An Escalations Expert contacted the customer regarding their concerns on 3/17/23.

• Initial Complaint

  Date:03/08/2023

  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 have a lease with Sunrun for solar panels. I experienced a failure to the inverter and as a result my solar system was down from 2/3/2022 to 6/21/2022. I also experienced an extra 36 days of downtime waiting for Sunrun to come re-install my panels as a result of a re-roof (excluding two weeks for re-roof). All in all, I saw 175 days of downtime / 48% of downtime in 2022. Sunrun rep ******************************* (Performance Escalations Coordinator) stated in an email that she would offer me $800 CREDIT towards my next solar bills...$122 x 6 = $732.00 because I'm paying for service I'm not getting any use out of. She also stated I would get a refund for the lost energy per my performance guarantee but that would be on my solar anniversary (April annually). I'm now speaking to Sunrun and they do not want to re-reimburse me for the full amount of lost production which is about $821.70. I would like assistance in obtaining reimbursement in the form of a check (not a credit) so I can now pay SCE (my utility *** since my annual overage must be paid in April. Sunrun wants to settle the matter at $200.

  

  Business Response

  Date: 03/16/2023

  An Escalations Expert is investigating the concerns for the customer.