Business Profile

Solar Energy Equipment Dealers

Sunrun, Inc.

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
BBB’s business profile for Sunrun, Inc. was created in April 2009. A review of complaints was completed in December 2024. For information regarding servicing your system, BBB encourages consumers to review the following link with Customer Service information.

https://www.sunrun.com/contact-us
https://www.sunrun.com/go-solar-center/solar-articles/troubleshooting-your-solar-backup-battery-guide Save Custom Text

Complaints

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

Customer Complaints Summary

4,193 total complaints in the last 3 years.
1,281 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/14/2023
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 lease with Sunrun and they are obliged to keep their equipment in working order. My solar system has inverter and two displays that are showing kw of energy produced during the day. Before I can read the display and check if system is working properly. But lately both displays are blank I can not read anything. I complained multiple times to customer service and sent them picture of blank display and they each time was telling me that their software is showing that system is working. Last time I called in August and when I asked for manager Sunrun representative told me that she will open a ticket to fix the problem. However when I called in September there were no ticket, so the representative deceived me. I want Sunrun to fix display issue ASAP.
Business Response
Date: 09/17/2023
An Escalations Expert contacted the customer regarding their concerns.
Initial Complaint
Date:09/14/2023
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.
It appears my parents are the victims of an Elderly Solar Panel Scam.After my Dad passed in late November of 2022, I learned that he was sold a solar plan by a company called SunRun. He began leasing the system in 2012, paying $291.77/ month on a twenty year agreement. He was seventy-five years old at the time. To date, he has already paid SunRun approximately thirty-five thousand dollars. Forcing my Mom to complete the terms of the agreement will bring the total cost of the solar system to approximately seventy thousand dollars ($70,000), way above market value. In our attempt to cancel the agreement, weve basically been given the runaround. In researching the company, I learned that this Elder Scam has affected many other families. My Dad was a well-respected Rheumatologist- a very smart man- who fell victim to this Elder Scam. SunRun took advantage of my Dads health decline, his age, to lock him into an unattainable agreement. I believe sharing this story may help others avoid finding themselves in a similar situation. Also, I'd like SunRun to take responsibility and ownership of their unethical tactics, ultimately allowing my eighty-three year old mom the chance to end the agreement, saving her over thirty thousand dollars. Thank you for your consideration.
Business Response
Date: 09/15/2023
An Escalations Expert contacted the customer regarding their concerns on 9/15/23.
Customer Answer
Date: 09/17/2023

Complaint: 20607241

I am rejecting this response because: Sunrun has indeed finally contacted me via email and has asked for the past 12 months to do research on my bill. Im not sure how that will affect the $70,000 my infirm mom is paying for a handful of solar panels that my deceased dad ordered 10 years ago. I will keep you informed.

Sincerely,

***********************
Business Response
Date: 09/25/2023
The Escalations Expert provided an update to the customer regarding their concern on 9/25/23

Customer Answer
Date: 09/28/2023

Complaint: 20607241

I am rejecting this response because: Sunrun's response still doesn't take accountability for the manner in which my father entered the agreement. While I appreciate the effort, I've responded with a counter offer.

Sincerely,

***********************
Customer Answer
Date: 11/07/2023
Good afternoon,
I am writing to provide additional information and express continued concern regarding the complaint we filed on September 14, 2023, under the reference number 20607241.
Following our initial complaint, we appreciated the timely engagement with an Escalation Expert from Sunrun, with whom we successfully negotiated an agreement on October 4th to settle our contract. However, subsequent to this positive development, our case was transitioned to another Sunrun representative who presented us with an agreement containing terms requiring further adjustment. Regrettably, on October 9th, we were handed off to yet another Sunrun employee who communicated a need for a five-business-day review period, only to receive a response on October 25th that failed to address the concerns articulated in our previous communications.
In an attempt to expedite resolution, I promptly responded to the communication on October 26, 2023. Despite our proactive engagement, as of November 2, 2023, we have not received a follow-up from Sunrun. Due to the extended duration of this unresolved matter, we find it necessary to request revised terms that better align with our expectations and the circumstances at hand.
It is disconcerting to observe a prolonged delay in the resolution process, leading us to believe that Sunrun may be intentionally prolonging the proceedings with the expectation that we will acquiesce to the current contractual terms. Alternatively, such a protracted delay may indicate a systemic issue in Sunrun's customer service practices.
We kindly request that these additional remarks be appended to our existing complaint for comprehensive documentation.
Our primary objective is to reach an equitable resolution promptly, allowing us to move forward amicably.
Thank you for your assistance in settling this matter,
Sincerely,
***********************
Business Response
Date: 11/10/2023
An Escalations Expert will contact the customer within 1-2 business days.
Customer Answer
Date: 11/15/2023

Complaint: 20607241

I am rejecting this response because:
It took over three weeks for the Sunrun representative to respond to our last communication and she only did so after I reached out, once again, to the BBB to report my dissatisfaction. After we spoke, I was sent a docusign that was insulting, at the very least. The document would have placed the entire balance of the account over to my Mom, and had no mention of the negotiations for a different buyout we'd already determined. This was just another attempt by the company to take advantage of the elderly. We are now reaching out to news organizations and seeking legal advice as to how to proceed. Sunrun, is at the best an incompetent company and at the worst one that raises concerns of elder fraud.

Sincerely,

***********************
Initial Complaint
Date:09/14/2023
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.
Had solar installed, was promised the setup would supply 130% of power needs. The system as installed in only supply around 45% leaving very large bills with the utility company on top of what we are paying sunrun
Business Response
Date: 09/17/2023
An Escalations Expert contacted the customer regarding their concerns.
Customer Answer
Date: 09/17/2023

Complaint: 20606580

I am rejecting this response because: They have not contacted me. This has happened more than once, I will get an email asking me to rate someone who never contacted me.
I would like to receive the service originally promised.

Sincerely,

*************************
Business Response
Date: 09/22/2023
The Escalations Expert provided an update to the customer regarding their concern on 09/22/23.
Initial Complaint
Date:09/14/2023
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.
Approximately July 2022, I hired Sunrun to install solar on my home. They did not provide me with drawings to approve and installed while I was in a wheelchair and unable to review the exterior work. Their installation is against my HOA's regulations which would have been avoided if they discussed the design in advance with me but they did not. The system is also insufficient to cover the basic use of my home. The contract states it will cover 109% of your use but MID disagrees and states my savings is "negligible" leaving me paying Sunrun and MID each month. I have been in communication with Sunrun for months and no one will help me. Everyone says they will email me back but no one ever does. My HOA has tried contacting them and cannot get a response either. I am now at risk of being fined by my HOA for the improper installation. I want the system removed from my property.
Business Response
Date: 09/15/2023
An Escalations Expert contacted the customer regarding their concerns on 9/15/23.
Initial Complaint
Date:09/14/2023
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.
Unfortunately, We purchased a home with a lease with SUNRUN for solar panels. Sunrun has been charging us monthly. However, since we moved the solar panels did not work and I found out a year after we received the ****** first bill for $2700. This year the bill was $5000. Sunrun gave us a $1700 credit " but never sent anyone to fix the issue even though I asked several times. After many months and many emails, ***************************** Finally admitted for the second time that the system " was working" but not reporting to the actual meter ad then is when they decided to schedule a technician to come out.This is ridiculous. If the panels were in fact working we should not have a bill for $5000. Sunrun employee continues to blame it on "high" usage. We are not at home during the day. however, the real reason is that their panels did not work but were being changed. what were we being charged for? How was being calculated if the system was down? We feel violated.
Business Response
Date: 09/15/2023
An Escalations Expert contacted the customer regarding their concerns on 9/15/23.
Initial Complaint
Date:09/13/2023
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.
Representatives have repeatedly come onto my property (4 times) after I've repeatedly asked them not to personally to each of the persons who trespassed on my property and once as a phone call to the company. The fourth person showed up after the phone call. This is complete harassment. I also just received a notice in the mail that they have pre-screened my credit after repeatedly telling them I'm not interested.
Business Response
Date: 09/14/2023
An Escalations Expert contacted the customer regarding their concerns on 9/14/23.
Initial Complaint
Date:09/13/2023
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 Aug. 11th 2023 I listed my house for sale. On Aug. 26th 2023 I received an offer. In proceeding though the sale of my home, a home inspection was performed. During this home inspection, they determined that my roof needed to be replaced due to deteriorating shingles and too many layers of shingles currently on the roof.6 years ago, I purchased a Sunrun solar system and was told they do an inspection on the roof and will only install the solar panels if they feel the roof to be of quality to not need to be replaced during the agreement between myself and Sunrun. It also states this clearly on their website. So fast forward 6 years and my roof needs replaced and Sunrun is taking no responsibility for misleading me and telling me my roof was in good condition. Now I have to pay for the panels to be removed and reinstalled as well as replace the roof they said they would guarantee would not need to be replaced.I feel the sunrun sales team mislead me on the condition of my roof in order to get a sale. Per CA law, there should be no more then two layers of shingles on a roof. After two layers it needs to be tore off and replaced. If they did inspect my roof and seen three layers of shingles, they should have never installed them. I also feel this to be false advertising as it is stated on their website that they do a full assessment of the roof and will only install of they have confidence the roof will not need to be replaced for the duration of the agreement.Clearly, this was not the case for my house and I feel that Sunrun mislead me, lied to me in order to get a sale, and does not stand by their own words.I have contacted Sunrun multiple times in the past 2 weeks regarding this issue and giving them a chance to make it right.
Business Response
Date: 09/13/2023
An Escalations Expert contacted the customer regarding their concerns on 9/13/23.
Customer Answer
Date: 09/14/2023

Complaint: 20595391

I am rejecting this response because:
I don't feel that the individual who performed the inspection on the roof was qualified. There is no way that a roof would go from being acceptable, to being needing repair in 6 years. The roofing companies that have looked at the roof state the shingles are far to deteriorated to even pass a home inspection.
I do not feel that Sunrun had qualified personnel do an inspection on the roof or they would have never agreed to install the panels, per the statement on the website.
I still feel I was misled and lied to regarding the quality of my roof. I was unaware how bad it was until I attempted to sale my home. I am now having to pay for a new roof to be put on in order to satisfy the buyer and the bank for the loan. If I do not get this done, it could result in the loss of sale on my property, and it would all be due to the negligence of the inspector sent by Sunrun.

Sincerely,
***********************
Business Response
Date: 09/22/2023
The Escalations Expert provided an update to the customer regarding their concern on 9/13/23.
Customer Answer
Date: 09/26/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is most likely the only offer I will receive. I am accepting the offer in order to be done with this company and not have to use them ever again.

Sincerely,

***********************
Initial Complaint
Date:09/12/2023
Type:Sales and Advertising 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.
Sales persons come constantly and when told not interested and to respectfully leave they engage more to the point of lying:From being told the service is state mandated and it has to be done. I came close to calling the cops to have the individual removed from my property.
Business Response
Date: 09/13/2023
An Escalations Expert contacted the customer regarding their concerns on 9/13/23.
Customer Answer
Date: 09/13/2023
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:09/12/2023
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 want the option to lease or buy a solar battery. I was assured this was an option before we signed the contract for solar panels with Sunrun in July. Despite asking for months, no one can give me information on solar batteries, and I have been given so many stories I no longer believe my Sunrun rep. I have been told it's too late after the panels are on the roof, no one in MA gets a solar battery, I'm on a waitlist and will get it next year, it's case by case, and, I need to have the panels working for 6 months before they can show me options. Super frustrated. I am going to hire an electrician and get my own, but Sunrun rep tells me that will void warranties. I won't let them inspect the system and start it until they resolve this.
Business Response
Date: 09/13/2023
An Escalations Expert contacted the customer regarding their concerns on 9/13/23.
Customer Answer
Date: 09/13/2023

Complaint: 20593188

I am rejecting this response because:
Nothing has been done to resolve the situation. ******* called to say he would be the contact person for me, and h*** call me back. Also said hed email me his contact info. I havent got his email yet. He was not able to answer any questions about a battery. This is not progress.

Sincerely,

***********************************
Business Response
Date: 09/22/2023
The Escalations Expert provided an update to the customer regarding their concern on 9/22/23.
Customer Answer
Date: 09/26/2023

Complaint: 20593188

I am rejecting this response because: Sunrun is not honoring their verbal, written, and online promotion of solar batteries along with solar panels in *************. Before I signed the contract I was assured solar batteries were an option. Sunrun has since given me numerous reasons why a battery isnt possible, but the last communication is I might be able to get one from a 3rd party. But Sunrun must approve it - so that remains to be seen.

Sincerely,

***********************************
Initial Complaint
Date:09/12/2023
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.
We contacted SunRun shortly after moving into our home to get solar panels. The initial sales guy who we did the paperwork with was great. We completed the design, and then were told to wait. We waited for weeks with zero contact. We began contacting the sales guy we had met with. He told us he no longer worked with SunRun. We contacted SunRun and were put in contact with another sales guy. We never had installation of anything and only ever made it to the design phase of the set up. We received a bill for $1500 that included installation of an upgraded electrical panel, which we never received. We ended up paying out of pocket to another electrician for the electrical panel.
Business Response
Date: 09/17/2023
An Escalations Expert contacted the customer regarding their concerns.

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Sunrun, Inc. is BBB Accredited.