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.

  225 Bush St Ste 1400 San Francisco, CA 94104-4249

  
• 

  SunRun Inc.

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

  
• 

  SunRun, Inc.

  131 Red Pine Cir # 2 Essex Junction, VT 05452-3451

  
• 

  SunRun Inc.

  10 New Maple Ave Pine Brook, NJ 07058-8804

  
• 

  SunRun Inc.

  202 Commerce Dr Moorestown, NJ 08057-4226

  

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:11/03/2023

  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.

  Late April 2023, I started a solar install on our property. I was assured and given a very specific time for this installation and was told that our solar system would be up and running by July 2023. There have numerous delays in the installation process. Every time I call my solar representative, I am given the same BS statement, Sorry for your inconvenience but we are working on it and hope to get it resolved as soon as possible. Finally in late September they showed up to install our new all in power panel. That ended up not happening even though there electrician was on site because they said the wires werent **** and APS, the power company couldnt help us. Now a month later on November 2, 2023, Sunrun sent a Sub Contractor out to install the all in one panel. Finally I thought success. Nope I was wrong. The Sub did t make the tie in to the solar because Sunrun didnt include it in the Scope of Work. Now a week later we are still not on Sunrun calendar to complete the tie in. Even after the tie in, it will still be according to Sunrun another 3-4 weeks to complete the *************** and APS inspections to turn the solar on. So 8 months to complete a solar system. Thats completely unreasonable. I have not been able to get ahold of any type of manger, local, regional or national. I only get to talk to Sunruns overseas customer service department, with a vague someone should call you back in the next few days. Seeing the other complaints on here this business needs to be shut down

  

  Business Response

  Date: 11/06/2023

  An escalation expert will contact the customer to discuss the concerns and a resolution. 

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20823740
  
  I am rejecting this response because:I was contacted today, the 6th of Nov, by ******* from Sunrun. ( Not a manager in my my region, but did at least make a return call). She advised me that Thursday the 16th of Nov is the earliest someone could come out and deal the inter-connect from the Solar system to the main electrical panel. This delays this project at least another two weeks. With a possible city inspection the same day or the day after, my key word here is POSSIBLE no guarantee. There would still need to be an inspection by ******* ***** Services (APS). That inspection could take an additional 2-4 weeks after the city inspection. This would still run this Solar installation into the December time frame thus, the entire solar project would have taken 8 full months to complete. With all the delays and cancelations, I fail to understand how they can not expedite the interconnect. Sunruns facility in ******* and service truck literally park 1.3 miles from my house, a 5 minute drive. Why is it that an electrician cant stop by at the end of the day to complete a ***** minute job to try and speed this process up at least a little?
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 11/22/2023

  The termination request has been granted. We are awaiting the scheduling of the permanent removal of the system. 

• Initial Complaint

  Date:11/03/2023

  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.

  Sun run continues to disappoint. I have had service since 2018 and have yet to save any money on my electricity. Not only that, but my unit has also failed to produce the amount of energy that was promised in my contract 3 years in a row and the company will not honor its agreement and reimburse the difference as promised in my contract. I have been in contact with a Rep by the name of *** Back for weeks and have had no progress made on this issue. I will be reaching out to the BBB and pursuing legal action now.

  

  Business Response

  Date: 11/07/2023

  An Escalations Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:11/03/2023

  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.

  Purchased a house last year and had to assume the Sunrun contract as required by the 1-sided contract signed by former homeowners, or else pay another 30K+ to buy out the contract. Months later, water damage at the top of the wall and part of the ceiling. The damage grew more with regular rain to the point where we were sure there was a leak somewhere. My roofer inspected and noted the leak originated from under the Sunrun panels as the brackets were not weatherproofed, with rusted nails. Roofer and locals say it is very common for solar company to outsource the installation to local handymen, who do not know or didn't care to properly weatherproof, as qualified installers were difficult to find Roofer would not touch the panels due to liability concerns.I called Sunrun, they sent me link to complete a 'Home Damage Claim Form' which I completed with pictures, including saying Sunrun was welcome to complete their own inspection to verify my claim. ** from Sunrun emails back 2 days later saying he is my assigned "Case Manager". His review of my claim constitutes checking that my 5year warranty has expired, that he will close my case, and to call to discuss my options. On the call, ** refused to discuss the damage, saying nothing mattered because of the warranty expiration, and quoted a Sunrun fee of $170 per panel (8 panels) to remove and re-install so that my roofer can do the repairs, alternatively my roofer can remove and return the panels as long as they complete an Contractor Approval form from Sunrun and are approved. JH sends me number for Sunrun customer service team to call to receive the form. On call with MC, she sends the docusign form via email, I read it, it has a $350 're-inspection' fee charged to contractor. A cost that will obviously be passed on to me, customer!After a month, they kicked me back to submit another 'Home Damage Claim Form', denied the claim, and refuse to escalate to anyone who can make the right decision to correct the injustice.

  

  Business Response

  Date: 11/06/2023

  An Escalations Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20821835
  
  I am rejecting this response because: Sunrun and its insured subcontractors were grossly negligent in regards to the installation performance obligation of our contract, negligently damaging my roof with resulting interior water damage. Sunrun is refusing to cover the roof or interior repairs using their insurance and further disallow me from repairing the roof without paying their excessive hostage fees that are not disclosed in the contract to 'remove, re-install, or re-inspect' the panels.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/20/2023

  An Escalations Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20821835
  
  I am rejecting this response because: Sunrun and its insured subcontractors were grossly negligent in regards to the installation performance obligation of our contract, negligently damaging my roof with resulting interior water damage. Sunrun is refusing to cover the roof or interior repairs using their insurance and further disallow me from repairing the roof without paying their excessive hostage fees that are not disclosed in the contract to 'remove, re-install, or re-inspect' the panels.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/03/2023

  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.

  I signed a contract with SunRun in 2016. They had guaranteed that the panels would cover my electric usage fully and that I would in fact be able to possibly be getting money back for electricity not used. The installation was free and I would have to pay a monthly leasing fee. My bill has been as low as $30 and as high as $600. I contacted the company numerous times and they have given me tips and suggestions on how to lower the cost of my bill. After years of them reaching out to me and saying I am using it incorrectly, I have let them know in person that something is wrong. A representative of the company had come out to look at my bill and usage. The representative informed me that the system they provided was inadequate and in order to fix the issue, they needed me to sign ANOTHER lease agreement. Two separate lease agreements to fix the issue of an inadequate system. The representative they sent had admitted they did not install enough to cover the electric correctly the first time even though a promise of my bill being covered. It has been inadequate for my household and am now told the only way to fix it is to have another 20 lease or buying a whole new system. They are not willing to work with me in any way besides trying to sell me more after my numerous complaints spanning the course of 6 years. I have asked them to try to fix the issue, try to allow them to cover the 100%+ of the electric they had promised in the contract. I would be happy if only 80% was covered at this point.

  

  Business Response

  Date: 11/13/2023

  An escalations expert from Sunrun's Legal Escalations and ********************* has spoken with ****************** and is currently investigating his system's production data. The focus is to thoroughly understand the performance issues and work towards a satisfactory resolution.
  
  Sunrun is committed to addressing ********************** concerns promptly and efficiently. Further updates will be provided as the situation progresses.
  
  Thank you for your attention.

• Initial Complaint

  Date:11/03/2023

  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 signed into an agreement for specific solar equipment to be installed. Sunrun changed all the equipment without notifying me. The equipment they installed has not operated since February 2023. Their contract was was very specific and they did not perform per the terms. The contract called for the following:23 Longi panels, model LR4-60HPH-365M 1 SolarEdge inverter model SE3000H-USRGM 1 SolarEdge inverter model SE3800H-USRGM SunRun installed the following:24 Longi panels model LR4-60HPB-350M 1 SolarEdge inverter model SE6000H-US This is not what was agreed upon, it is smaller as well as less efficient. The company will not deal with this except to send me to collections. (I think the first collection agency gave up, now on another agency)SunRun will only call on recorded phone lines. I have had 2 SunRun case managers assigned to deal with this, but they never did anything. Since this equipment does not work and I did not order it, I feel SunRun should pay me for the storage of it at $ ****** week. (As of today, storage charges are $9500.00)There are other issues, but this is the most serious.

  

  Business Response

  Date: 11/08/2023

  This customer has never paid ********************** for their monthly bill and therefore Sunrun turned the system off, hence why it is not operational at present. Sunrun is working to help create an understanding with the customer to proceed. 

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20821463
  
  I am rejecting this response because the equipment installed is not as per contract.  They made no effort to inform me of any changes.  That is why they have never been paid.  The contract is equipment specific and nowhere does it allow them to change anything with out notifying me.

  They have never tried to resolve this with me.  I had 2 customer service specialist who never got back to me and I am on the second or third outside collection agency.   I requested arbitration at least 3 times to no avail.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/17/2023

  Sunrun explained to the customer that as a lessor of equipment, wherein the only guarantee is the amount of power produced, Sunrun is able to ********************* should it not change the customer's proposed power offset. This is what occurred with this customer, yet despite being given information to show that the changes have not negatively impacted the system, the customer demands that we pay him to store the equipment. Sunrun respectfully declines. 

  Customer Answer

  Date: 11/19/2023

   
  Complaint: 20821463
  
  I am rejecting this response because:
  The contract specifies in 2 places what the equipment will consist of. The contract does not state they can change equipment as they want, unless I am notified and agree.  Sunrun failed to notify me about any changes.  This is no different than leasing a brand new Chevrolet suburban and the dealer giving you a Traverse and saying it is the same thing.  I asked Sunrun where in the agreement it says they can change equipment as they see fit. I got no response.  As far as the proposed power offset,  they never installed any equipment that I can see to monitor the output.  Their website gives erro eous information. They specifically told me they do not monitor my electric meter.  There is nothing that shows how much power is produced, just what they tell me.  They also control what they want to tell me.  There is no accuracy stamp from the ******* weights and measures to verify anything.  Again, since they broke the contract by putting in less of a system than agreed upon, and they shut it off, my charges for storage still apply.  As of today, they owe me $10250.00.  

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

• Initial Complaint

  Date:11/03/2023

  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.

  On October 9th 2023 I observed black mold on my sons bedroom ceiling. Along with the mold there is also signs of water damage. I have solar panels from SunRun above that bedroom. I notified them on that day via email that i need someone to come out to investigate to see where the water is coming from. As of now it does not appear to be from the roof but possibly from dried out caulking or dried out rubber gaskets used for their solar panels. Unfortunately I was told that they had no one in my area who could come so i would have to wait to hear from an out sourced company they use. SunRun was contacted by American Solar Repair with a scheduling date of Nov. 2 between the hours of 8am-10am. ***** the case Manager at Sunrun contacted me I told her I was indeed unhappy with waiting the 3 weeks but had no choice. Yesterday was Nov. 2nd and American Solar Repair not only did not show up but never contacted me or Sunrun with a reason why or with a new scheduling date. I was given multiple #s to call all which go to voicemail. ***** text me with a new date 3 weeks out 11/23! Thanksgiving? Needless to say I had no choice but to call ***** at Sunrun and Vent my frustration. Although I did raise my voice I did not use foul language. I did however apologize later in a text. Its unfortunate that this matter can not be settled in a timely matter and the more it rains the damaged area gets worse. I would like SunRun to send a roof leak investigator out to my home ASAP so my son could eventually sleep in his room again and not on the couch.

  

  Business Response

  Date: 11/13/2023

  An Escalations Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 11/13/2023

  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:11/03/2023

  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.

  Where do I begin. Its been one issue after another since I got my panels back in March 2021. It took over 1 year for Vivint (now Sunrun) to communicate to ****** that I had panels, I was being double billed and no one at either company would help. Finally in March of 2022 ****** showed I had solar. In April of 2023 I was told my inverter broke they sent emails but they looked like spam I never called them until I received a breech of contract notice I called and confirmed this it took them a few weeks to send someone my panels didnt start generating until end of May 2023. I was billed by Sunrun and to this day I still do not think my credits with Sunrun were handled correctly. Now fast forward August 2023 we had a roof leak that caused damage into my house I have got mother but the run around with Sunrun. They no showed on a few visits to inspect the roof without calling to notify me then finally they determined my underlayment was in very poor condition and solar should have never installed. Now you are spending me a quote to remove the panels the agreement says it will be invoice to me and I need to allow 30 days. We are entering winter the rain is coming and so will more damage. This form also states I was rough to attorney seems suspicious considering jobs not even done. I have been asking for clarification with no reply. If it starts raining again Im scared if the additional inside damage. Sunrun does care they are crooks. There so much to say in such with not enough room to write everything out.

  

  Business Response

  Date: 11/06/2023

  A property escalation expert is working with the customer. On 10/26/23 a damage assessment/initial investigation was completed. During the assessment it was determined that 16 panels will need to be removed to address the repairs. The customer was sent a removal quote on 11/2/23 for *************** the quote is received back, the removal of the 16 panels will be scheduled and then the repairs will be scheduled after. 

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20819361
  
  I am rejecting this response because:
  The company sent me a quote that states if I sign I will be responsible to pay, additionally it asks me to waive my rights to an attorney or any class action law suite that could happen in the future. Why would I sign if the damage was caused by poor inspection they are liable to pay per the contract. I have emailed the case worker ******* and her supervisor ****** about this and they have not responded. This is the probably that they never call nor answer they phone. I am also not ok with them taking another 45 days to removal the panels. I want to know how my account is compensated during the time frame my panels are down and again no answers. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/22/2023

  Awaiting system removal to be scheduled so that repairs can be completed, however, the cost of the removal and reinstallation fee is in question. Removal and Reinstall team will collaborate internally and follow up with the customer. 

• Initial Complaint

  Date:11/02/2023

  Type:Billing 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.

  My solar system stopped working in July 2023 and currently does not work. I called Sunrun several times,emailed, and talked to management with no resolution. Because of my system not working I had to my very high energy bills that would of been lower if my system worked.Sunrun is starting to charge me my monthly payment for my system even though I am not getting what I am paying for.I have tried everything I can to get this resolved and I feel like I have been ignored by Sunrun. I have not been called or e-mailed by Sunrun and I have been calling them.I am thinking of pursuing legal action against Sunrun for my high energy bills and charging me monthly payments for a product that has not been fixed.

  

  Business Response

  Date: 11/14/2023

  An Escalations Expert contacted the customer regarding their concerns, and the Performance Escalation team is currently working on scheduling a field service appointment.

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20816720
  
  I am rejecting this response because:

  I am still waiting for the system to be repaired. A Sunrun technician did come out and it is the same deal. He told me that there is a possibility that I have to wait longer for a inverter replacement. This still does not resolve my issue with the high electric bills I have been paying due the the system not working. I payed out hundreds of dollars more for electricity because of the system not working.
  

  Here it is thanksgiving and Christmas around the corner and I will have less money for gifts for my family because I will have to keep paying higher then normal energy bills.

  I did have a representative from Sunrun call me and assured me this would be handled in a timely manner. But after what I was told by the electrician I dont think so. 
  

  Why does Sunrun use a product that they dont know how to fix. There has been three visits now to fix my system and now will have to wait for a forth. 

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

  

  Business Response

  Date: 11/21/2023

  A field service appointment occurred 11/9/2023 in which the system's meter communication was restored. A follow up appointment is needed to restore the system production. An Escalation Expert has contacted the Performance Escalation Team for an immediate update.

• Initial Complaint

  Date:11/02/2023

  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.

  We got a new roof this summer, they uninstalled them. We have been trying to get them reinstall the solar panels since 8/28/23.They will not answer their phone or call us back. They will not answer emails either. They are still charging us for Solar we are not receiving. I had to comment on social media for them to reach out. Since the initial reach they will not return calls or emails. Nothing has been done and they are still taking our money.

  

  Business Response

  Date: 11/10/2023

  In response to *********************** complaint (BBB Complaint ID *********, ********************** acknowledges the concerns regarding the delayed reinstallation of her solar panels and the communication issues.
  
  An escalations expert from Sunrun will contact ************ today to address these issues. We are coordinating with our reinstallation team to expedite the reinstallation process and ensure timely completion of the job.
  
  We will also review the billing concerns to ensure accuracy and fairness. Sunrun is committed to resolving this matter quickly and to **************** satisfaction, improving our service and communication.

• Initial Complaint

  Date:11/02/2023

  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.

  In April of 2022 we interviewed with a sales representative of Sunrun regarding installation of solar panels on our home. We specifically discussed concerns regarding age and condition of our current roofing. We were assured Sunrun's engineering team would perform a full site survey and would not proceed installation on a failing roof. We were informed our house passed inspection and signed our contract. One year later an independent roofing contractor performed an assessment and deemed our roof is in immediate need of replacing. The contractor does not believe panels should have been installed on a roof in this sort of condition. Sunrun's team is insisting the roof passed inspection and existing damage is "not in the plane of the panels". They therefore deem me responsible for the ************************ fee of $170/panel ($5270 total). This feels very much like Used Car salesman techniques (get it off the lot then wipe hand of all accountability). It also feels very predatory as their team should have been aware a need for new roofing was imminent and proceeding their installation without any warning or concern to their customer.

  

  Business Response

  Date: 11/17/2023

  An Escalations Expert contacted the customer regarding their concern

  Customer Answer

  Date: 11/20/2023

  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,
  
  *********************************