Complaints

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

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  Sunrun, Inc.

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

  
• 

  Sunrun Inc

  2965 S Angus Ave Fresno, CA 93725-1900

  
• 

  Sunrun, Inc

  1800 W Ashton Blvd Lehi, UT 84043-5490

  
• 

  Sunrun, Inc.

  755 Southpoint Blvd Petaluma, CA 94954

  
• 

  Sunrun

  503 South Maryland Ave #106 Delmar, MD 21875

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/31/2023

  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 contacted Sunrun in October of 2022 to get solar. In ALL of our communications with Sunrun (Our sales guy was **** we talked about roof work that needed to be done before we would do solar. *** said we could add that in the loan however, when their "experts" came to look at our roof, they said no work needed to be done. However, my husband works for a roofing company part time and we know that is not the case. The paper that runs under your tile is only good for ***** years. We kept telling Sunrun that our paper was 24 years old and needed to be replaced. They would not pay to have the solar taken off if we had a problem with our roof so decided not to do solar. Then we received a call from ***************** from Sunrun. She was hoping she could help. I sent all the invoices to her and she was able to get the roofing amount approved into the loan. Signed all the papers. Then we get a call from our salesman, **** According to him (On a recorded line) he said they had overpaid the solar people and we would have to come up with the amount for the roof and pay it on our own. When I called **** because I was so upset - she said she would help. She gave me to ************************* of the escalation team. She informed me that the problem was no one added the roof onto the account and I would have to find my own financing for the roof. This will make a considerable hardship on us. Not only are we paying for solar but we now have to get another loan (200 - 300) a month for separate. No company should be able to bait and switch a customer like this. We wanted to cancel the solar if the roof was not included (it is in all recorded conversations). They tell us it's approved and then leave us on our own. A business needs to be able to be accountable to someone. I cannot afford another loan and the hardship Sunrun is putting on me.

  

  Business Response

  Date: 02/02/2023

  The Escalation Specialist has contacted the customer and scheduled a phone call for February 2nd at 5pm (mountain time). 

• Initial Complaint

  Date:01/31/2023

  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 a leak in our roof from the fasteners that connect the solar panels to the roof. The company sent someone out and he didnt even go on the roof to inspect. He stayed on the ground and states that there is no problem with the fasteners. How can he tell that from the ground? They are refusing to seal the fasteners stating the warranty has expired but in the contract it states that they are responsible for damage I have water damage in 2 rooms in my home from the fasteners not being sealed and they will not seal them. A so called advocate from the company is no help at all.

  

  Business Response

  Date: 02/03/2023

  An Escalations Specialist is further investigating the concerns for the customer. 

  Customer Answer

  Date: 02/05/2023

   
  Complaint: 18959324
  
  I am rejecting this response because: Although this case has been forwarded to an escaltaions expert, the case is not resolved.  ********************** is sending out a company to inspect the roof and the interior damage.  The findings will then be forwarded to ********************** for consideration.  It is my hope that they will do the right thing by sealing around the fastners to resolve this issue and help us with the cost of repairing the interior damage to the home.  When contacted by the escalations specialist, she stated that I have been treated horribly and that we were only out of warrenty for onlly 1 month when this damage occured.  She stated she will get this resolved for me and I am hoping that is the case.  Before being contacted by the specialist, I was sent a docusign document to sign for the removal of the panels.  It was supposed to be about the charges for removal or the panels, which I don't need as ********************** stated that they would cover that cost as well as the cost to reinstall the panels. I was told that there would be no charge ans this was on the document and I needed to sign. At the end of the document there was a clause about forfiting the right to sue ********************** directly or through the Attorney General.  I refused to sign.  That was pretty sneaky to include that in a document that I was told was solely for the payment for removing the panels, and then sneaking in a clause about not sueing.  I do not trust this company but I am holding onto the hope that they will do the right thing and cover the damage incurred by the fastners on the solar panels.  Time will tell. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/14/2023

  The Property Escalations Expert spoke with the customer on 2/8 to provide an update. 

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18959324
  
  I am rejecting this response because: There seems to be no urgency in resolving this claim on the part of sunrun. I did speak with the escalations expert and was told that I would be contacted by the company that is doing the repairs. A week later, I got tired of waiting and called them. On that call a date was set up for exterior and interior repairs. The escalations expert reached out to me later that evening to tell me that the repairs had been set up. She also informed me that sunrun had changed her direct phone number and gave me the new one. Why would they do that when she is and has been working with people. Very fishy and unprofessional. I do not trust this company and I am waiting to see if the repairs are actually done and done properly so this does not happen again. Will not know for several weeks. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/06/2023

  Repairs have been scheduled with the customer. 

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 18959324
  
  I am rejecting this response because: the roof has been repaired but we are still waiting for the interior repairs to be done.   We are also waiting for someone to contact us about putting the solar panels back on the roof. We requested that each and every fastener be sealed when the panels are replaced to prevent this from happening again. We were also told by our escalations expert that the payments that we make every month would be waived for 3 months while repairs are being done and panels replaced. It is frustrating that I am now receiving text messages telling me that my payment is past due when it is supposed to be waived. This company is not good at communication even within itself.  Waiting for the interior repairs to see if they are done to our satisfaction. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/31/2023

  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.

  Sunrun agreed on sending a technician to fix our solar panels after our electric power provider restored the energy back to 220 volts.We have been paying our monthly bills faithfully, but our panels are not working. Sunrun needs to fix our panels. They have no excuse for taking so long. Everything is ready, all they need to do is to show up.Thanks.

  

  Business Response

  Date: 02/02/2023

  The Escalation Specialist has contacted the customer and will be assisting them with their concerns.

  Customer Answer

  Date: 02/03/2023

  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:01/31/2023

  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.

  We have never signed anything with Sunrun. We bought a house 6 months ago, and the sellers neglected to provide us with relevant information for their solar lease or include anything about the solar in the purchase agreement. Since we have been contacted by Sunrun up to 4 times a day, nearly every day, plus emails. We have made our position on the situation very clear, we aren't taking over a predatory, ****** expensive lease. The costs go up every year and while the efficiency of the panels go down. The sellers got the cheapest most efficient years out of the panels and per their contract with Sunrun, could have taken the panels with them. Sunrun took all the tax incentives and rebates. We aren't going to be caught holding their bag. We get the same scripted calls from multiple "unknown" numbers that won't stop, emails from the "service transfer" agent, and calls from him as well. On multiple occasions we've made the same requests:- Prove a certificate of insurance in case of damage to the property. - Provide a date for removal.- Provide a list of components to be removed with some evidence they belong to Sunrun. - Stop contacting us. Still the calls and emails continue. Obviously no one records or relays what is said and obviously the service transfer agent is intentionally ignoring what is discussed in our conversations. We've contacted the *** about the unsolicited calls (we're also on the do not call list) and may pursue legal action. Again, we've signed nothing with Sunrun. We are not customers, or even prospective customers. That said, if we were allowed to buyout the system for a fair value and end the calls and be done with Sunrun forever. We'd happily do it.

  

  Business Response

  Date: 02/06/2023

  An Escalation Specialist has contacted the customer to address their Transfers concern.

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18956308
  
  I am rejecting this response because:
  

  They continued to message us about the contract we have no part of. Threatening breach of contract, again, on 2/3/2022. On 2/6/2023 they contacted us regarding the BBB complaint and demonstrated no indication that they read the details of our complaint or contacted anyone else within their company about this issue.

  Personally, I feel it's a sign of bad faith that they didn't even include the details of their message to BBB. As the third party in this dispute, BBB should be included in the conversation. Simply stating "An Escalation Specialist has contacted the customer to address their Transfers concern." is an entirely inadequate update. Especially when no part of that contact addressed any of our stated concerns. 

  We've again made the same requests we've been making for months in our attached response.

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

  

  Business Response

  Date: 02/10/2023

  The Specialist has offered a rate modification in which the customer is refusing. The specialist will look into seeing how to further assist the customer. 

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18956308
  
  I am rejecting this response because:

  I have not received any communication from the business since the last email I uploaded during my previous rejection. I am happy to upload phone or email logs. Their 2/15/2023 update isn't associated with any known contact attempt. I don't understand why it would be acceptable for a party to almost entirely cut-out the third party in a conversation. I understand Sunrun is a BBB customer, in respect to their payments for BBB accreditation, but they should still be compelled to actually share the details of their communications, otherwise they're free to claim whatever they wish and BBB's ability to effectively arbitrate is lost. 

  Not only that, but the the business claims I've refused their "rate modification". I am not a Sunrun customer. There is no "rate" to "modify". I have no interest in any rate, even if it was 80% off. I've made my position very clear, multiple times. 
  

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

  

  Business Response

  Date: 03/08/2023

  We are reassigning this case to a new agent as the previous agent left the position, the agent will contact the customer within the next 3 business days.

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 18956308
  
  I am rejecting this response because:
  

  There has been no resolution. 

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

• Initial Complaint

  Date:01/30/2023

  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.

  This company is completely giving us the run around... And seems super shady. They are supposed to send our **** Charge Station Pro for our recent **** Lightning purchase. The sale was marked sold by the dealership on January 7th. We have been calling, emailing and trying to get answers from the company for weeks now. They continue to give us the same boiler plate answer of "it will ship in 3 to 5 business day". Which 3-5 business days has long passed. My husband has been working with a manager (***********************) who is supposedly escalating it to have it shipped, but since the manager has been involved nothing has changed. It's simply the shipment of our home charger - the **** Charge Station Pro. This shouldn't be so difficult. And not having this charger is affecting our daily lives of not being able to charge our vehicle. This company is shady and very irresponsible in their business practices.

  

  Business Response

  Date: 02/06/2023

  We have contacted our **** Sunrun team to provide the customer with an update regarding their concern.

• Initial Complaint

  Date:01/30/2023

  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.

  ****** has a relationship with Sunrun. The salesman follow you and pressure you. They send a salesman to my house he blows smoke up my ****. Tells me how much money I will save on my electricity bill. My True up bill for the year is going to be **** dollars! No savings at all. They didnt do their calculations right or the product is faulty! This whole process was awful. Dont buy solar from ****** Sunrun reps! I would like a refund for the whole job come and get this s*** of my roof.

  

  Business Response

  Date: 02/01/2023

  An Escalation has contacted the customer and will be looking into their concern. 

• Initial Complaint

  Date:01/30/2023

  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.

  My roof recently began leaking. The only people on our roof since we bought the house have been SunRun, for installation, repairs, and inspection. We brought in a roofing company to determine the cause of the leak and found that we have 30 broken roof tiles. We called SunRun and asked if they would fix the tile and they told us our warranty was expired. We asked if the panels could be removed so we can repair the tiles, and they told us for $170 per tile. We asked if they would be responsible for additional broken tiles when the panels are installed and they told us no. We asked if they would restart our warranty for any problems on the roof after re-install and they said no. SunRun offers no roof damage protection unless it is within the first 5 years. It is unacceptable that if they damage something after our roof repair and pay the $170 per panel for removal and installation, they have no responsibility for damage they create.

  

  Business Response

  Date: 02/07/2023

  An Escalations Specialist contacted the customer on 2/6/2023. 

  Customer Answer

  Date: 02/09/2023

  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. Although they have only contacted us, there has not been a resolution. At least we are now communicating as adults bs SunRun threatening us with our contract when we try to describe the issue.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/30/2023

  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.

  The SunRun panels on my roof are staining my new roof. I reported it to SunRun, technician came out. He took photos and told me he was going to submit the problem for further review. At the same time he ran a test on the system and discovered an error message saying that I needed to get the converter serviced because it wasn't working correctly. Also, the panels are becoming white, instead of the dark black color, they look damaged. I've reached out to SunRun several times, via email, phone call. No resolution. Their customer service is horrible, people answering the phone the have no clue about solar systems, etc. I am about to file a lawsuit for damages to my roof, etc.

  

  Business Response

  Date: 02/02/2023

  An Escalations Specialist is further investigating the concerns for the customer. 

  Customer Answer

  Date: 02/03/2023

  Thank you for your assistance with this ongoing issue I've been having with SunRun. The original case was opened on November 2nd and no resolution yet. I emailed several times, left a voicemail for the person who's assigned to my file, no answer through any of the communication platform. It's been over 3 months. SunRun has the worst customer service ever, can't get any update from them. It's my home, they put a dollar system on my roof that's damaging my roof and the system started to fail. How long do I need to wait for them to get back with me?
  Complaint: 18951067
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************

  

  Business Response

  Date: 02/08/2023

  An Escalations Specialist contacted the customer on 2/8/2023. 

• Initial Complaint

  Date:01/30/2023

  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 I got the installation of the panels it has been nothing but issues with this company. Workers broke a window in the basement and didn't even mention it. Left trash and broken glass on the side of my backyard. Also damage a wire and I lost power on one side of the house. I reported it and someone came and fix it. On August I called to see why my electric bill in the summer was around $300 when the first year was negative all summer, I even had a credit that covered for two months in the fall. They sent someone to check and they said there was something wrong with the inverter and nothing was being sent to National Grid. They told me they were going to order a part and then come fix it. Weeks went by and I heard nothing back, so I called again. They said they were just waiting on the part and that they were now ready to scheduled an appointment. Someone came and "fix it". Today I login on the app to see the energy production and I see an error code so I contact this people again. This time I am told they are still waiting on the part which will arrive by February 27th. Since the summer I have been paying $167 for the panels (that hasn't worked) and a very high electric bill ($539 just on December). This company expects you to do their job and check on the system's production everyday. I don't have time for this ********. I have a full-time job and 5 kids (one of them with Autism and another one with cerebral palsy). This company interest is only in taking your money. I went for solar to protect the planet while saving money. If you want to go solar do your research and read the reviews, I wish I had. At this point all I want to do is end this contract. Next I will be reporting this company to the Better Business Bureau and look for legal advice to end this contract and get this panels off my property.

  

  Business Response

  Date: 02/03/2023

  An appointment is scheduled for repair on 2/27/2023, an Escalations Specialist will contact the customer by 2/6/2023. 

  Customer Answer

  Date: 02/03/2023

  Complaint: 18944207

  
  

  I am rejecting this response because: I had a previous appointment to fix this issue. I was misleaded to believe the issue was resolved when it wasn't. I feel this company have no respect for the consumer. My sister in-lawis having the same exact issue and my mother have her attic ruined by them who never resolved the problem. Plus a few more people I referred to ****. After my experience with this company I did what I should have done from the beginning, read all the reviews. So many unsatisfied customers including me. In the 25 year contract with this company I will end up paying over $90,000 for a system that does not work and a very poor customer service.  Every month this people have been taking money out of my account knowing the system does not work. I feel I was scammed and I just what this panels off my roof 

  
  

  Sincerely,

  
  

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

  

  Business Response

  Date: 02/10/2023

  An Escalations Specialist is continuing to work with the customer to resolve their concerns. 

• Initial Complaint

  Date:01/29/2023

  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 in *******, ** installed my solar panels in 2012. Recently I have found that after attempting to make electrical upgrades to my home Sunrun overloaded my electrical panel and has caused fire to my breakers in the sub panel in my garage. Sun run has had someone come out and turn off my solar panels due to it being a fire hazard to my home. And has since done nothing to fix the problem, I have a solar bill I have paid and no solar that is working. I have a true up bill with pg&e that is now thousands of dollars due to Sunrun turning off my solar panels. Sun run doesnt call me back and has provided me no solution to the problem. I now have thousands of dollars I owe to pge because sun run didnt do their job the first time they installed and I need help.

  

  Business Response

  Date: 02/02/2023

  An Escalations Specialist contacted the customer regarding their concern. 

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 18948058
  
  I am rejecting this response because:
  
  I did receive a response from Sunrun,  they made promises that they didnt keep.

  First Sunrun said they will issue a check to help pay for my true up bill and that never happened. 
  then someone was supposed to contact me from a specialty department regarding my solar being turned off 

  and upgrading my breaker box and no one ever called me.

  So realistically Sunrun didnt do anything as promised.

  Sincerely,

  *************************;

   

   

  ****** And *************************

  

  Business Response

  Date: 02/23/2023

  An update was provided to the customer on 2/23/202.