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

  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

  
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  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:10/07/2022

  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 put down a $500 deposit in July, with the understanding that Sunrun would come out to take a look at my house, and that if I was not satisfied with the updated design I would get a complete refund of the $500 deposit. Sunrun came out, updated their design, and I wasn't satisfied with the updated design. After further discussions with the sales **** ******* I informed him by email on August 10, 2022, that I was not satisfied with the updated design and that I would like a refund. He did not answer. I followed up by email on August 26 and September 13, and he still did not answer. On Sept 20, I texted Daycen, following up on my email and again requesting a refund. He responded that day, stating that he was "not able to do it on my end," and referring me to "************." I called that number and it was an unanswered/computer line advertising some sort of cruise line service. I texted Daycen back on 9/22, informing him of this. He did not answer. On 9/23, I texted again, inquiring whether the Better Business Bureau was the way to go. He then responded, stating, "I just sent it (sic) a request to refund it." I received no refund. I texted and emailed him again today, then called the regular customer service phone number. The woman who answered, ******** sought to transfer me to Daycen once again and told me that she couldn't refund the money, since that wasn't within the "scope" of what she could do. Our call was approximately 28 minutes. She was polite, but ultimately informed me that she was passing the information along to Daycen, and she did not provide a refund or indicate that one would be forthcoming. She said Sunrun needed time to undertake its internal processes. She informed me that my "case number" is 09-088165. In my view, Sunrun has had more than enough time for its internal processes.I need my refund immediately. Thank you!

  

  Business Response

  Date: 10/14/2022

  The Cancellation Team is sending the refund via check. An Escalations Specialist contacted the customer to offer compensation for the delays and experience. 

• Initial Complaint

  Date:10/07/2022

  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 bought house 2 years ago & previous owners had SunRun install panels on roof. But SunRun didnt not file the proper paperwork to have them certified by ***** ************************************* I have bee trying for 2 years to get this corrected but this year its getting out of hand my insurance for windstorm alone is going to be over $12,000 if I can not get this taken care of by Oct 29th. I have submitted the paperwork to TWIA myself on multiple occasions and have gotten nothing.. I spoke to the ****************, ***** ********** of ************** and TWIA, the all said it was the installers responsibility to file the paperwork..

  

  Business Response

  Date: 10/13/2022

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

• Initial Complaint

  Date:10/06/2022

  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.

  Solar panels were installed 5 years ago by Sunrun right after a new roof was installed. Despite the warranty being expired, the company claims no responsibility for the recent severe water damage which incurred due to the recent tropical *****************. There is considerable damage to our guest room ceiling which now has to be replaced along with insulation and possible roof sheathing and shingles. Sunrun is claiming that the contract that I signed states that the waterproofing is only warranted for 5 years. However, if my wife and I knew that the waterproofing was going to wear off after the 5 years and cause so much damage, then we would never have signed the contract. This is downright criminal where Sunrun is taking no responsibility for property damage due to improper installation of their product. We want reimbursement since we are still paying for their equipment which is supposed to be functioning properly without any damage to other structures despite the warranty expiring. Please see the pictures in the attachment.

  

  Business Response

  Date: 10/14/2022

  An Escalations Specialist requested documentation from the customer so we may further investigate the roof leak. 

  Customer Answer

  Date: 10/15/2022

  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:10/06/2022

  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.

  We finally had our solar panels installed in March 2022 after a LONG AWAITED process that took nearly 6 months to complete and we had to file a complaint in order for the process to proceed to the next step. However the application for the ************* Solar Incentive Program was filed incorrectly by Sunrun with an incorrect address of *************************************************************************** when I live in *************. Therefore my application is still pending due to the home address being incorrect. I called several times, I was given a Case Manager ************************* case #******** who sent us an email that he is not able to change the address on the agreement or application. I have called him several times however, I was unable to speak to him directly. I continue to speak to entry level agents that do not have access to the appropriate screens. As a result of my incorrect address on the application that is required to be sent directly from Sunrun, we are unable to receive any reimbursements for the unused energy obtained from our solar panels. I would like for our application for the Solar Incentive Program through ************* to be withdrawn and resubmitted with my correct address so I can receive the monetary reimbursements we are entitled to.

  

  Business Response

  Date: 10/13/2022

  An Escalation Specialist has contacted teh customer to better address their concerns.

• Initial Complaint

  Date:10/06/2022

  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 signed up to have solar panels installed by SunRun but the actual installation was subcontracted to a company called Bright Planet Solar. The actual installation and obtaining permits and city inspections went pretty well. I was never provided the actual plans or renderings along with the schematics until after everything was done. This is a triplex co-owned with my brother. The panels for the other two units are working as expected. Even better really. The problem is with mine. At first they were producing ok but soon it degraded to just 3 or 4 kwts per day. I was actually notified by sunrun there was an issue. This started what has now become about 3 months of being insulted by the 1st "supervisor"i was assigned to. She sent me an email where she provided me w/ proof the only real problem was apparently i was too stupid to understand how *** *** works. She also provided me with some interesting graphs she made showing, according to her it was clear the shade from this tree was the problem as every day between these morning hours I can see how it goes down. Except at that hour the sun is nowhere near the tree. Since then i have been ignored. I have been threatened with financial issues for not complying with my contract. I had been promised multiple times a tech would be sent out to evaluate. Now I am told the only issue is I have not trimmed the tree. Except they installed the panels under this tree. Even their own design shows the panels being installed closer to the front of my roofline. Now this latest supervisor, ****** ********************* has told me if they sent out a technician I will be billed (@ $175 an hour) because clearly they were installed correctly. I did not know where exactly they were installed until i wanted to try washing off the dust. I thought they would be on the part of the roof with zero obstructions most of the day. Now they claim its up to me *** trim the tree they installed under. & i am going to have a bill for many hundreds of $ from pg&e

  

  Business Response

  Date: 10/14/2022

  An Escalations Specialist contacted the customer with an update on their concern. The Field Performance Escalations team is further reviewing the underperformance. 

• Initial Complaint

  Date:10/06/2022

  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.

  Sun Run salesmen were at our house to SELL us Sun Run solar panels. We took the bait and we went with *************** unfortun. All of these promises were made on how we would save money on our electric bill etc. We even upgraded our system and added additional panels. Since the installation, we have been paying $200 per month per our contract yet not receiving service. They have NOT WORKED. We have called the company multiple times to have it fixed. First a repairman came to fix the 'computer' and it ended up it wasn't that. Then a repair man came again and said it was the inverter that wasn't working and that there are none in stock. That was over 5 months ago. We have asked for a credit as we have been paying $200 a month based on a contract for a service that is not being provided. Sun Run is breaching their contract with the customer!!! They promised us a service, we signed a contract that they would provide solar service. For 5 months we have been without ANY service from them, yet we keep having to pay. They even had the nerve to tell US that we would be breaching contract if we don't pay for a service that is not being provided. Yet they continue to breach contract month after month. We asked for our money back (at this point it's $1,000 ($200 x 5 months)) but they refuse. They said they will give us back $125. That's not even a month back. It is by FAR the worst company we have ever dealt with. We understand services can be interrupted but then to bully us by threatening legal action if we don't pay for a service that is not being provided by them? It's disgusting. We are requesting a full reimbursement for the months that we are being forced to pay Sun Run for a service that they cannot even provide. The company is breaching their contract with us and they should not be in business if this is the kind of service they provide. I also want to say that i have never written a negative review on any company previously. Thats how bad it i

  

  Business Response

  Date: 10/13/2022

  An appointment has been scheduled for 10/14. An Escalations Specialist contacted the customer to offer compensation. 

• Initial Complaint

  Date:10/06/2022

  Type:Customer Service 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 purchased my home on June 26, 2021. On the house was an existing Vivint solar power, My first bill was for $41.84 billed to me in 07/06. A lot for such little time but I paid it. I enrolled in auto pay which I continued to be and how I paid August till December. My last payment was taken in by Sunrun. Apparently Vivint is now owned by Sunrun. January no bill to email or on APP. I called to customer service. They have no bill to view either. I asked did I not generate anything to bill? I am new to this. They didn't know. Feb no bill I call again. No bill there either. Why would they not bill me $0.00 if I didn't generate? Why no bill. This happened monthly until late May when I got my first you are past due letter pay with in so may days you owe us hundreds or we will send you to collections. I look on my app there is a total, finally, no bills. I called to ***************** they only have a total due too. They also can not see what I owe month by month. Many many emails and phone calls happen at this point. Finally in August there is vision of the monthly breakdown. I paid $100 in August $200 in September and plan to make a payment tomorrow (payday). I receive a letter in the mail telling me I owe ******* and payment in full is needed by 10/11/22 or someone will be here to disconnect and I will be added to owe $36,579.47. I called to costumer service. Again (10months of calls and emails) The first supervisor I had to hang up on. I lost my temper to a point of no return. I was very unprofessional. I lost control when this man said to me "let me say this in a language you can understand" as if he is somehow smarter then me and I require him to dumb down the situation at hand. The second supervisor was unable to resolve any kind of payment arrangement due to I was offered one in June. How could that be when there was no bills till August? The can turn me off, Ill pay my bill. I wont be paying $36,579.47 for their billing errors

  

  Business Response

  Date: 10/12/2022

  An Escalation Specialist has contacted the customer to address their billing concerns.

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18177266
  
  I am rejecting this response because: I have been contacted 2x since I have filed this complaint.  Both times were an attempt to collect the debt.  Both times I requested a payment arrangement.  1st call said they would if I made a payment that day.  (Monday)  my response I paid $300 on Friday.  I requested a payment plan on Thursday and Friday and was told no.  I was told to call back when I had money to pay that day. I was told payment attachment or no payment attachment I would still be disconnected.    Yesterday Wednesday I was called as well again wanted  payment same day, no payment attachment told I would be shut off.  I have been having conversations for 10 months. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/20/2022

  The Escalation Specialist has offered compensation in which the customer agreed to. The Specialist will be working on applying that credit to their bulling account. 

  Customer Answer

  Date: 10/23/2022

   
  Complaint: 18177266
  
  I am rejecting this response because: I accepted on 10/13 their offer which exceeded to me request.  However I have continued to receive phone calls looking for payment,  had to spend time on phone to be transferred 3x to someone who could see there was an arrangement made.  And now my system has been deactivated.  NO ONE KNOWS WHAT THE OTHER IS DOING AT THIS PLACE.   Its harassment.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/06/2022

  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 ***** brand power inverter failed on July 16th, 2022...one week later a tech came to the house and verified that the inverter would need to be replaced...he stayed about 1-2 weeks for that. We have 2 solar systems at our home, being run by separate inverters... unfortunately the larger of our two systems is the one that's failed...after multiple phone calls to 2 levels deep into management we have been told the inverter is on order and they cannot provide a time frame to have a replacement delivered...it is now October 6th, 2022, and we have missed out on the most productive months here in California, and on top of that, I am stl being automatically charged and billed for the failed unit each month...this is in violation of our contract terms and completely unacceptable.

  

  Business Response

  Date: 10/13/2022

  An Escalations Specialist contacted the customer to offer compensation. The Field Performance Escalations team will schedule an appointment as soon as we receive the replacement part. 

• Initial Complaint

  Date:10/06/2022

  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.

  I entered an power purchase agreement with vivant solar/SunRun on 6/30/21. Solar panels were installed on my residence approximately in August of 2021. Since then Sun Run failed to properly notify me of any delays in the process or why my panels had not been turned one. Following numerous calls I was finally contacted around May,2022. I was informed modifications needed to be made that were not on the original contract in order to turn on the panels, specifically tearing up my front yard and taking down my palm trees to run a new power line. SunRun apologized for the inconvenience since this was not brought up during the original plans. After weeks of going back and forth a SunRun representative offered an appeasement check and to uninstall the panels while certifying that there would be no damage or future damage to my new roof. To date I have not received a payment nor have the panels been uninstalled. I have reached to several representatives who contacted me, all ignore my calls or fail to respond. All I received in the mail was a letter stating they would be terminating the agreement and abandoning the panels. I have several texts and emails saved of the conversations that took place.

  

  Business Response

  Date: 10/12/2022

  An Escalation Specialist has contacted the customer to better address their concerns.

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18175391
  
  I am rejecting this response because:
  I have not been contacted by an escalation specialist as stated into the response sun run provided.The response provided is a false statement from sun run.

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

  

  Business Response

  Date: 10/20/2022

  An Escalation Specialist has contacted the customer via email on Oct 12th and Oct 20th, and has yet to receive a response.

• Initial Complaint

  Date:10/05/2022

  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 have (so far) refused to repair two faulty solar panels without an upfront payment of $190 (refundable if they determine a repair is needed).Our contract (originally signed by the previous owner of our home and originally with MySolar LLC which was bought by Sunrun) says:"9. SOLAR SYSTEM MAINTENANCE AND REPAIR **** In General During the Term of this Agreement, subject to the terms and conditions hereof and assuming normal wear and use of the Solar System, (a)Solar Provider shall provide for the routine maintenance and routine repair, including replacement of defective equipment, such as photovoltaic modules and electric inverters as necessary to maintain its Performance Guarantee, and (b) for a period of ten (10) years from Utility Approval the Solar System shall be free from defects in components, materials, and workmanship that impact Solar System performance. You shall be responsible for any actions that lead to excessive wear and tear on the Solar System."Utility approval was in January 2013, so we argue that "(b)" applies until January 2023 and the repair should be performed without an upfront payment even though the overall production probably meets the Performance Guarantee.We have submitted to Sunrun screen captures from the Enphase Enlighten system that monitors our panels and shows that two (out of 60) panels are faulty.We note our impression that the Sunrun personnel are not trying to be unhelpful, but are constrained by their standard procedures that do not take into account the details of "legacy" contracts. We have asked (twice) to escalate the case internally within Sunrun but this request appears to have been ignored.We will upload:1) Images from the Enphase Enlighten map of our solar panel production.2) A .pdf of emails to Sunrun and their responses about this issue. No response from Sunrun in the last week.3) The docusign contract sent by Sunrun asking for $190 upfront. We can upload our full solar contract if required.

  

  Business Response

  Date: 10/11/2022

  The Escalation Specialist has contacted the customer to address their system concerns and also explained that there system is functioning as it was designed. 

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18141537
  
  I am rejecting this response because:

   

  This is a repeat of the Sunrun response received before we contacted BBB.

  Sunrun does not appear to have addressed our request to have their legal department look at our contract which was NOT originally a Sunrun contract.

  We argue that section ****, clause "b)" requires Sunrun to correct the defects revealed by the monitoring system.  We ask that Sunrun honor this part of the contract, or present us with a cogent legal argument absolving Sunrun from this responsibility.  No such argument has been presented to date - rather our request to get a response from Sunrun's legal department has been repeatedly ignored.

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

  

  Business Response

  Date: 10/20/2022

  An Escalation Specialist has asked the customer for pictures to better look into his complaint as their system is fully producing as designed.