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.

  227 NY-303 Congers, NY 10920

• 

  Sunrun, Inc.

  1551 Stimson Rd Ste 4 Stockton, CA 95206-3946

  
• 

  Sunrun, Inc.

  73-5576 Kauhola Kailua Kona, HI 96740-2688

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:04/18/2023

  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.

  For 2 years we have had Solar Panels installed onto the roof and they have not been turned on at all and they have caused damage to the roof to where water is leaking from weather conditions. We have called several times to complain and ask about getting the panels taken off since we don't know if they are legally our or if they are still theirs. When we did threaten to get a lawyer they did finally respond and did have someone come over once but they have gone silent and have not gotten back to us when they checked the roof damage. (4/18/2023)-->The most recent issue I had was calling them on the phone to ask about when the person they sent over will come back again to check the damage, but they ended up putting me on hold and hung up on me after a few minutes on waiting on the line. We simply just need help to try to resolve the issue since we've been dealing with it for 2 years, with no help and silence from the company. Vivint Solar was what the name of the company was called when we made the deal for the panels to get installed but is now called Sunrun. We also have an issue with the person who sold us the panels to get installed, his name is ******************************. He sold us the panels, promised us a bunch of stuff like sending people over as fast as possible to get it installed or getting it fixed no problem. He's been silent(ignored us) with us and has not tried to help us with this issue we have been having for 2 years.

  

  Business Response

  Date: 04/19/2023

  An Escalations Expert contacted the customer regarding their concerns on 4/19/23.

  Customer Answer

  Date: 04/20/2023

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

• Initial Complaint

  Date:04/18/2023

  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.

  We had a recent roof leak and Sunrun came over (December 2022) and lifted some of the solar panels from a part of our roof. They did the initial installation in 2010. We have 88 panels total. The un-installed panels (11 of them) were stacked in our garage on top of each other and now have cracked from the heavy load. We have contacted them repeatedly but sadly there is no resolve. We purchased them through ******* Yesterday when I spoke with ****** they referred me to a gentleman that we have emailed but he doesn't seem to want to respond after numerous attempts. At this point we have lost 4 months of production, panels are still in my garage, and it seems to be going nowhere! I'm not even sure I want them back up on my roof. I would however like them to come and get the 11 panels and make it right...perhaps a refund of the now defunct panels! We had them analyzed and they are damaged.

  

  Business Response

  Date: 04/19/2023

  The Escalations Expert has requested more information from the customer in order to further investigate their concern on 4/19/23.

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19951070
  
  I am rejecting this response because:The business has all the information they need. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/24/2023

  The Escalations Expert provided an update to the customer regarding their concern on 4/21/23.

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 19951070
  
  I am rejecting this response because:

  This is still on going. Attached is a settlement agreement from Sunrun dated May 2023 that we never received. Also is a picture of the 11 stacked damaged panels in my garage that are (50LBS) a  piece. And a letter from the solar testing company showing the damage.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/18/2023

  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 been calling Sun Run the past few months our solar is underperforming because I have to keep on paying extra at the end of the year. They promised me ***** KwH and I am only generating **** per ****** statement, I have called numerous times and every time I am put on hold and then they hang up on me. I would just like them to add the appropriate amount of solar panels to my home to generate the correct electricity needed.

  

  Business Response

  Date: 04/20/2023

  An Escalations Expert contacted the customer regarding their concerns on 4/20/23.

• Initial Complaint

  Date:04/18/2023

  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 was a former customer of Vivant ********************** which has been bought out by Sunrun For the last year I am being charged a monthly fee of $5.00 for not being enrolled in "autopay" I am not in a position to set up auto pay from my checking as the monthly charges varies pending on usage. To my knowledge a company is not allowed to charge a fee in the ******************** for choosing a different form of payment ie a check. I have been trying to resolve this for over a year. I continue to pay by bill for the usage fee but I do not include the extra $5.00 monthly charge. I also never received the invoice in a timely manner.For example i may receive the bill on the 1st and it is due on the 5th not allowing enough time to write a check and mail out the bill and then I am being charged a late fee. My husband also tried to set this up for auto pay on a credit card but that is not acceptable to this company.Please help does this company have a right to charge a customer this fee?Thanking you in advance for your anticipated cooperation ***************************

  

  Business Response

  Date: 04/26/2023

  An Escalations Expert is investigating the concerns for the customer.

• Initial Complaint

  Date:04/18/2023

  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.

  Originally I purchased the Sunrun system via ****** in the spring of 2019. A year later, my electric bills soared and a technition found the invertor hadn't worked in 6 months and was due to incompatable parts used at install. After replacing the mother board, which did not work, they replaced the invertor. The system has worked satisfactory for 14 months. In March 2023, after reviewing electric bills, it became apparant the system was offline and after speaking with a technition, he said my invertor had failed because it was an older model. The soonest they can come out is mid-May but they need to order the correct parts and it may be **** or later for the repair to take place. My complaint is I have a system put in place in 2019, it has gone offline twice. It takes months to get anything done with this company. In my case, they created an adhoc system using outdated and subpar parts. I want a new current model invertor and this company to have a guaranteed 20 day repair policy.

  

  Business Response

  Date: 04/19/2023

  An Escalations Expert contacted the customer regarding their concerns on 4/19/23.

• Initial Complaint

  Date:04/17/2023

  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.

  On April 17 sunrun showed up to my neighbors house to do, well I am not sure as they were not working on my home. While on top of my neighbors roof they were looking into my back yard for unknown reasons. After they left my sherif office showed up stating they had a call about my dog (we have 4 and one is always skinny due to health issues and food allergies). The officer looked at all of our animals and agreed she was skinny but not amaciated. I know this was sunrun because all of our neighbors know us and our dogs. There is also no way to see into our back yard unless you're on top of a neighbors roof. We have no alley and no other way to see in. I feel utterly violated by this intrusion into my person property. If they are doing this to your neighbors while on your roof what might they say about you and your home. I always enjoyed our privacy on our property (we are the home owners) and now I feel as if I have none. One skinny dog and 3 healthy dogs, yes she is skinny but one simple question would explain all of that instead this company called the police on me; I am sure a question to my neighbors about our dogs would have helped to reassure this concerned roof tec. In my county it is a full officer *** and all that shows up. It scared my young children to have a cop in our home. They wanted to know why mommy was a bad person? I am beyond upset with this company for the violation of my privacy. Do not do bussiness with them you can't trust them. They might call the cops on you if they think your dog is not to they standards as professional solar person. Now I have traumatized kids over our over breed yellow lab.

  

  Business Response

  Date: 04/19/2023

  This claim will be investigated.

• Initial Complaint

  Date:04/16/2023

  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 just purchased a house with solar panels on the roof. They should have never been put on the roof as the roof is 30 years old. The third party that was supposed to remove our panels cancelled our appointment because sunrun failed to notify them we are the new owners. Now we need to wait months to have the company come out to remove the panels. I have sent sunrun multiple messages and they have not responded. Our roof is actively leaking and we need the panels removed ASAP to replace the roof. If we do not use their company we loose our warranty.

  

  Business Response

  Date: 04/17/2023

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

• Initial Complaint

  Date:04/15/2023

  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.

  Leased solar system eight years ago, contacted company repeatedly to come and maintain panels. They said we wouldnt have to do anything they would maintain. In last eight years worked with company 4 times to come out and service panels. Each time they ask a lot of questions then they want copies of our electric bill for several months which I sent. I didnt send the electric statement the last contact we had because after many calls I felt they were not going to come. Its been at least eight years.Sunrun has not been to our house to service .when I have spoken to them they have a record of my calls.

  

  Business Response

  Date: 04/17/2023

  An Escalations Expert contacted the customer regarding their concerns on 4/17/23.

• Initial Complaint

  Date:04/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sunrun customer service has been a nightmare. My ********************** inverter died and their terrible app and monitoring team didnt notice it for a week. The only way it was found is because I have so much distrust in them that I checked myself and found it was not pricing any electricity. I contact Sunrun and get the runaround but Im told a local installer will eventually get the ticket for this issue and it could be weeks. I contacted the manufacturer and they were great and expedited my inverter shipping and then called the installer to tell them since I know Sunrun is incompetent. Within a few days the installer is here and its done and making power. For some reason Sunrun and the app are saying Im not producing when I am, and can verify it on my inverter manually. I tell them the new inverter has a cell communication to the network and its working. They tell me yes this is the new way they are doing it over the old Ethernet connection I had and it could take a couple days to update. 3 days later, nothing. I call back to Sunrun and quiz them on how their systems work and they tell me by Ethernet, not cell like they had said when I spoke to the last know nothing representative there. I pay a lot for this system and they as a company are absolutely horrible. They know nothing about their own systems, somehow I know more as the customer. They always pass the buck to next know nothing rep all the while the entire communications half of the system I paid tens of thousands of dollars for is still not working. This is a very common problem among their customers. Ive never heard anyone say anything positive about them after asking around during this issue. They need to held accountable and to hold up their end of the signed agreement they provided and both parties agreed to yet they violate just about every section of the agreement. Please help, they are too incompetent to do it themselves so you guys are all I have left. I also need to be compensated for all this down time.

  

  Business Response

  Date: 04/18/2023

  This has been assigned to an Escalations Expert that is actively investigating the customers concern.

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19939837
  
  I am rejecting this response because:
  Ive yet to hear anything back from SunRun at all about what is happening in regards to being refunded for all the underproduction over the years after their escalation rep said I did not have to call yearly and something would be done about it. I see my system has reported production for one day but I still have no idea how a company can not know how their systems are working, or how I can get a different answer from every rep I talk to. This all needs to be fixed not only for me but for everyone other angry Sunrun customer I have spoken to. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/26/2023

  An Escalations Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 05/02/2023

  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:04/14/2023

  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.

  SunRun charged about $200 a month for solar panels on my parents' home. Around 2021, the solar panels stopped working and the electric bill was high. I called SunRun to address the problem and they said they would send a tech to visit the home. They promised that a tech would call and that didn't happen. After several more calls, a tech visited and found that a battery needed to be replaced but they didn't have any in stock. Sun run still charged my parents a "discounted rate" even though no services were being provided. Now that my parents are both dead, they won't turn the service back on until the service is transferred to someone else, pending a credit check. We don't want the SunRun because the customer service response is TERRIBLE. They never have answers right away and tell us that we need to call back later when the right person is in the office to answer our questions. They tell us that a tech will come to visit the house but no one calls or visits. They charge for services not rendered. My dad had automatic deductions of the payment from his account and theh still deducted payments when the solar wasnt working. One month, they deducted 3 payments in the same day. We refuse to pay for a service that is not rendered. We refuse to deal with a company that is not transparent and is very difficult to get answers when we call customer service. ********************** continues to break contract by not providing the service promised in the contract. We want this contract with SunRun to be voided and the solar panels to be removed.

  

  Business Response

  Date: 04/24/2023

  We are unable to locate an account with the information provided. Please provide the property address in which the solar system is located, thank you.

  Customer Answer

  Date: 05/12/2023

  I just received my letter about a business response to my complaint. The letter was dated April 24, 2023 but I received it on May 11, 2023. I would like to respond to the business' response. The address is: ************************************************** Owners: Liufau & *************************

  

  Business Response

  Date: 05/16/2023

  An Escalations Expert contacted the customer regarding their concerns on 5/16/23.