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. has 84 locations, listed below.

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  Sunrun, Inc.

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

  
• 

  Sunrun Inc

  1550 Magnolia Ave Corona, CA 92879-2094

  
• 

  SunRun, Inc.

  695 Myles Standish Blvd Bldg 2 Lot 36 Taunton, MA 02780-7331

  
• 

  Sunrun, Inc.

  5208 Tampa West Blvd Tampa, FL 33634-2415

  
• 

  Sunrun, Inc

  1800 W Ashton Blvd Lehi, UT 84043-5490

  

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:06/16/2023

  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 had solar installed in Nov of 2022 and did not have any issues May 27th when an Inverter tripped killing power to the house. We called and were advised the system is fine. The inverter has now started tripping regularly and on top of that the house now has power glitches. This keeps me from being able to use laptop for work as i lose internet, we were out of town and came home to a melted freezer on our kitchen floor through the ice maker and constant interruptions to daily activities. We call constantly and so far have gotten nowhere with someone coming out to look at the system and fix.

  

  Business Response

  Date: 06/20/2023

  An Escalations Expert has been assigned and is investigating the customer's concerns

• Initial Complaint

  Date:06/15/2023

  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 purchased a solar panel system from Sunrun at the end of 2019. Each year my system has automatically "turned off"/shut down due to no fault of my own/weather/power etc. I was told repeatedly by Sunrun this rarely ever happens to anyone so they say the would get to the bottom of it right away. Each time a system goes down Sunrun is supposed to get an alert, and then create a ticket and alert the customer of their system issue, I have had this happen 3x in 3 years, never a single notification only found by me looking on the app and seeing no data. First time they could not figure out why it went out, 2nd time they said it was because my equipment was old (at that time it was installed less than 12 months prior...) but they said they updated it. Here we are the 3rd time, no excuse or reason but now I am being told they do not monitor my system and I have to monitor and tell them-new information and not in contract. The agent then said they were getting me to technical support but then hung up on me after 20 minutes on hold. I want sunrun to be held accountable for what they are telling customers and why my system keeps going out (always and only during the summer during peak production times) something clearly needs to be fixed and I expect to get alerts when the system stops producing which was a feature.

  

  Business Response

  Date: 06/16/2023

  An Escalations Expert has been assigned and is investigating the customer's concern.

• Initial Complaint

  Date:06/15/2023

  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 paid Sunrun $33,700 for solar panels and battery storage on March 28th 2023. They installed the equipment but failed inspection. They have not provided timely response on fixing the failed inspection after repeated emails, phone calls and text messages. I feel they are unresponsive as they have already been paid. To date no plans to get my solar turned on. My name and address is ******************************************************************************************

  

  Business Response

  Date: 06/16/2023

  An Escalations Expert contacted the customer regarding their concerns on 6/16/23.

• Initial Complaint

  Date:06/15/2023

  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.

  Earlier this year I was referred to Sunrun through a friend and met with a sales associate in my home for a solar panel consultation. We decided to move forward with a solar installation from sunrun and initiated the process during that visit.Several days later I received a call from ***************, who claimed to be the sales manager and he informed us that the sales rep we met with previously was no longer with the company and that he would handle the situation personally. Since that time the customer service experience has been abysmal. there has been a consistent lack of communication from **** and ***** (our project manager) and mistakes were made across the board regarding design, engineering, scheduling and installation. I received a phone call from ***** on Friday 6-9 informing me that the solar panels were improperly installed and that my system was not functioning properly. At this time I asked to speak to **** or *****'s supervisor to resolve the issue and I have not received any further communication despite more attempts to get in contact with someone. this is not the first time I have gone days or even entire weeks with multiple calls, emails or texts and no response at this time I have zero trust in Sunrun as a corporation and I have zero trust that my system will perform as promised, as they have failed to deliver a single promise made yet. I would like the system removed in its entirety. In addition I would like Sunrun to cover the costs to have my roof repaired and inspected by a provider of my choosing

  

  Business Response

  Date: 06/16/2023

  An Escalations Expert contacted the customer regarding their concerns on 6/16/23.

• Initial Complaint

  Date:06/15/2023

  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 purchased a house with solar already on it. The solar company went out off business, and Sunrun took over. This is when the problems started. They (sunrun) came out and, said I need more or new panels. Then all types of people started coming to my home at anytime without identification. They did a very bad installation and left holes in my house. Then, I was told, I would have one consolidated bill with sunrun being the new company. I started getting three different bills from the previous company and two from sunrun. The next thing I notice people just started show up at my house while I gone. if no one answer the door, then would look through the windows. One time, 2 guyes came as one played look out. Another time, after looking at my camera, i see a guy on my roof. He has no identifying clothing or sign on his truck. This man is on my roof in my yard while my daughter is inside the house. Then when I said I dont want to do business with them they help my PG&E hostage. And will not come get their equipment. I just want this company out of our lives.

  

  Business Response

  Date: 06/16/2023

  An Escalations Expert has been assigned and is investigating the customer's concern.

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20191658
  
  I am rejecting this response because: 

  I came to an agreement with ********************************  That agreement was to start over fresh and he would pay the *** bills (that came from the true up/ when they had strange guys standing outside of my house without notifing me and took he solar apart.  Not my doing.) And start my bill with then to zero with only one bill. Also, fix my home, in which they damanged.  This third party (sunrun's contractor) shows up unannounced with unmarked clothers and vehicle ringing my doorbell claiming he has an appointment with me.  This here was one of my complaints, I or anyone else in my household never made an appointment with anyone.  ************ feels in the have to right to show up at your home anytime they want to again unannounced using the term "I have an appointment".  No you don't have an appointment, if I haven't agreed to be home.  LET THE ***** BEGIN.  At this point, because he can,t do what ever he wants, when ever he wants, or how he wants,  Im not cooperating.  So now he wants to put me on some type of list because he doesn't know the definition of appointment.  

  After I make an appointment with *************  This third party shows up to my home, does some on the work. Then ask me about my medical history and if im disabled.  How do you know about that?  You don't even work for Sunrun but someone have given you my medical history.  This is a **** violation to be sharing my medical condication with someone else. 

  Now, I have an attorny telling me that they Sunrun is not gonna keep the agreement made with ********************************  And ofcourse, ****** is not telling the truth. He asked for my *** bills to pay them and I faxed the bills to him.  

  I also forgot to meantion the lady to called me without even ready to repair report. This was just a wast of my time.  We have to realize that this compay doesn't have customer service and wants to do or treat people anyway they feel.  I feel the best thing is for us to go our seperate ways.  I was given this company cause I purchased a home but after doing my research and speaking with others in my community, I would never have chosen this company..

  Im asking for them to keep their agreement or leave...
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/15/2023

  Type:Product 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.

  They continue to call me multiple times a day despite being asked to not call and that I was not interested in their product.

  

  Business Response

  Date: 06/21/2023

  We have added the consumer to our internal Do Not Contact list. 

  Customer Answer

  Date: 06/21/2023

  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:06/15/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a contract with Sunrun to provide electricity via *********** starting 3/3/23, account No. **********. Under the terms of the contract I would pay Sunrun and *********** $119.00 and $12.00 respectively each month. In April I paid Sunrun $$126.00 but also received a bill for $151.00 from Duke. On investigation I discovered that the Sunrun system was not working, and immediately contacted Sunrun which has since made several attempts to subsequently fix it. To date I have not been refunded by Sunrun and they are still trying to fix the problem. In the meantime I continue to pay *********** for my electricity. The problem is that Sunrun continues to bill me on a monthly basis and has begun to make harassing emails and phone calls.

  

  Business Response

  Date: 06/16/2023

  An Escalations Expert contacted the customer regarding their concerns on 6/16/23.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20189323
  
  I am rejecting this response because: the matter is not yet resolved. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/21/2023

  The Escalations Expert provided an update to the customer regarding their concern on 6/21/23.

  Customer Answer

  Date: 06/23/2023

  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:06/14/2023

  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.

  Hi,Our Sunrun solar panels were installed on our home in 2019. A relative referred us to a Sunrun (then Vivint) salesperson. We had bought the panels through a loan and signed an agreement. The promises made by the salesperson were very assuring but nowhere in the process did he say that Sunrun wont be accountable for underperforming panels and that we would need to monitor our output online or through an app and that we would be solely responsible for reporting any issues. We noticed our panels havent generating power since **************************************** May 2023 (prompted by our high annual NEM charges from out utility company). I submitted a service request and 2 technicians came on different days and fixed the inverter. After the system is generating power again, I called to make sure we would get reimbursed for the power lost and the enegy we borrowed from the grid since their website states that they would pay for underproduction. The first customer representative I talked to said the system was producing energy all along but the meter just did not communicate it (even though the first technician that fixed the system said it was an inverter problem). He offered $75. I refused and I demanded to be transferred to a supervisor. He then said the same thing and did not give me a clear resolution and I even told him that the agreement did not provide any clear specifics on warranty and accountability. The salesperson that sold us the panels was not clear at all in making sure we understanf the most important part of the agreement. Sunrun does not take any responsibility and accountability for nonworking panels and now we are left with over $2700 in electricity bills on top of the monthly bills that were supposed to be lower since we have the panels. we need accountability and reimbursement for the energy that should have been produced for the past 2 years and that were borrowed from the grid.

  

  Business Response

  Date: 06/15/2023

  An Escalations Expert contacted the customer regarding their concerns on 6/15/23.

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20183636
  
  I am rejecting this response because:
  It does not address main points of the issue and the credit offered is not enough for the energy not produced by the panels for the past 2 years and also not enought to compensate for the *** charges accumulated.
  
  Sincerely,

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

  

  Business Response

  Date: 06/20/2023

  The Escalations Expert provided an update to the customer regarding their concern on 6/20/23.

  Customer Answer

  Date: 06/22/2023

  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:06/13/2023

  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.

  Had roof replaced, panels taken down and have not been put back in over a year. Called number of times and no response.

  

  Business Response

  Date: 06/15/2023

  An Escalations Expert has been assigned and is investigating the customer's concern.

• Initial Complaint

  Date:06/13/2023

  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.

  I have been greatly affected by what I believe to have been a case of scamming, lying, intimidation, and fraud. When the contractor came to my home, he assured me that my bills would be greatly lowered, and that PG&E would even pay me for the excess electricity the solar panels would be producing! That was 7 years ago in October 2016. Instead of having my bills lowered with these solar panels (as guaranteed), the electricity bill skyrocketed! To this day I am continuing to pay out of pocket monthly for these solar panels. I seek compensation for all the time and money I wasted on these solar panels. I tried to contact the company many, many times to have this issue resolved but they ignored my complaints every time.

  

  Business Response

  Date: 06/14/2023

  An Escalations Expert has been attempting to contact the customer since 5/11 but the contact information on file is incorrect. We have made another attempt using the information listed in the complaint.