Complaints

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

close

Find a Location

Sunrun, Inc. has 100 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Sunrun, Inc.

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

  
• 

  SunRun, Inc.

  16 Progress Rd # B4 Billerica, MA 01821-5739

  
• 

  Sunrun, Inc.

  24 Orchard View Dr Ste 3 Londonderry, NH 03053-3376

  
• 

  Steve The Solar Guy

  6 Swan Rd Smithfield, RI 02917-1605

• 

  SunRun Inc.

  21 Worlds Fair Dr Ste J Somerset, NJ 08873-1344

  

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:01/30/2023

  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.

  ****** has a relationship with Sunrun. The salesman follow you and pressure you. They send a salesman to my house he blows smoke up my ****. Tells me how much money I will save on my electricity bill. My True up bill for the year is going to be **** dollars! No savings at all. They didnt do their calculations right or the product is faulty! This whole process was awful. Dont buy solar from ****** Sunrun reps! I would like a refund for the whole job come and get this s*** of my roof.

  

  Business Response

  Date: 02/01/2023

  An Escalation has contacted the customer and will be looking into their concern. 

• Initial Complaint

  Date:01/30/2023

  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.

  My roof recently began leaking. The only people on our roof since we bought the house have been SunRun, for installation, repairs, and inspection. We brought in a roofing company to determine the cause of the leak and found that we have 30 broken roof tiles. We called SunRun and asked if they would fix the tile and they told us our warranty was expired. We asked if the panels could be removed so we can repair the tiles, and they told us for $170 per tile. We asked if they would be responsible for additional broken tiles when the panels are installed and they told us no. We asked if they would restart our warranty for any problems on the roof after re-install and they said no. SunRun offers no roof damage protection unless it is within the first 5 years. It is unacceptable that if they damage something after our roof repair and pay the $170 per panel for removal and installation, they have no responsibility for damage they create.

  

  Business Response

  Date: 02/07/2023

  An Escalations Specialist contacted the customer on 2/6/2023. 

  Customer Answer

  Date: 02/09/2023

  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. Although they have only contacted us, there has not been a resolution. At least we are now communicating as adults bs SunRun threatening us with our contract when we try to describe the issue.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/30/2023

  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.

  The SunRun panels on my roof are staining my new roof. I reported it to SunRun, technician came out. He took photos and told me he was going to submit the problem for further review. At the same time he ran a test on the system and discovered an error message saying that I needed to get the converter serviced because it wasn't working correctly. Also, the panels are becoming white, instead of the dark black color, they look damaged. I've reached out to SunRun several times, via email, phone call. No resolution. Their customer service is horrible, people answering the phone the have no clue about solar systems, etc. I am about to file a lawsuit for damages to my roof, etc.

  

  Business Response

  Date: 02/02/2023

  An Escalations Specialist is further investigating the concerns for the customer. 

  Customer Answer

  Date: 02/03/2023

  Thank you for your assistance with this ongoing issue I've been having with SunRun. The original case was opened on November 2nd and no resolution yet. I emailed several times, left a voicemail for the person who's assigned to my file, no answer through any of the communication platform. It's been over 3 months. SunRun has the worst customer service ever, can't get any update from them. It's my home, they put a dollar system on my roof that's damaging my roof and the system started to fail. How long do I need to wait for them to get back with me?
  Complaint: 18951067
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************

  

  Business Response

  Date: 02/08/2023

  An Escalations Specialist contacted the customer on 2/8/2023. 

• Initial Complaint

  Date:01/30/2023

  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.

  Since I got the installation of the panels it has been nothing but issues with this company. Workers broke a window in the basement and didn't even mention it. Left trash and broken glass on the side of my backyard. Also damage a wire and I lost power on one side of the house. I reported it and someone came and fix it. On August I called to see why my electric bill in the summer was around $300 when the first year was negative all summer, I even had a credit that covered for two months in the fall. They sent someone to check and they said there was something wrong with the inverter and nothing was being sent to National Grid. They told me they were going to order a part and then come fix it. Weeks went by and I heard nothing back, so I called again. They said they were just waiting on the part and that they were now ready to scheduled an appointment. Someone came and "fix it". Today I login on the app to see the energy production and I see an error code so I contact this people again. This time I am told they are still waiting on the part which will arrive by February 27th. Since the summer I have been paying $167 for the panels (that hasn't worked) and a very high electric bill ($539 just on December). This company expects you to do their job and check on the system's production everyday. I don't have time for this ********. I have a full-time job and 5 kids (one of them with Autism and another one with cerebral palsy). This company interest is only in taking your money. I went for solar to protect the planet while saving money. If you want to go solar do your research and read the reviews, I wish I had. At this point all I want to do is end this contract. Next I will be reporting this company to the Better Business Bureau and look for legal advice to end this contract and get this panels off my property.

  

  Business Response

  Date: 02/03/2023

  An appointment is scheduled for repair on 2/27/2023, an Escalations Specialist will contact the customer by 2/6/2023. 

  Customer Answer

  Date: 02/03/2023

  Complaint: 18944207

  
  

  I am rejecting this response because: I had a previous appointment to fix this issue. I was misleaded to believe the issue was resolved when it wasn't. I feel this company have no respect for the consumer. My sister in-lawis having the same exact issue and my mother have her attic ruined by them who never resolved the problem. Plus a few more people I referred to ****. After my experience with this company I did what I should have done from the beginning, read all the reviews. So many unsatisfied customers including me. In the 25 year contract with this company I will end up paying over $90,000 for a system that does not work and a very poor customer service.  Every month this people have been taking money out of my account knowing the system does not work. I feel I was scammed and I just what this panels off my roof 

  
  

  Sincerely,

  
  

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

  

  Business Response

  Date: 02/10/2023

  An Escalations Specialist is continuing to work with the customer to resolve their concerns. 

• Initial Complaint

  Date:01/29/2023

  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.

  Sunrun in *******, ** installed my solar panels in 2012. Recently I have found that after attempting to make electrical upgrades to my home Sunrun overloaded my electrical panel and has caused fire to my breakers in the sub panel in my garage. Sun run has had someone come out and turn off my solar panels due to it being a fire hazard to my home. And has since done nothing to fix the problem, I have a solar bill I have paid and no solar that is working. I have a true up bill with pg&e that is now thousands of dollars due to Sunrun turning off my solar panels. Sun run doesnt call me back and has provided me no solution to the problem. I now have thousands of dollars I owe to pge because sun run didnt do their job the first time they installed and I need help.

  

  Business Response

  Date: 02/02/2023

  An Escalations Specialist contacted the customer regarding their concern. 

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 18948058
  
  I am rejecting this response because:
  
  I did receive a response from Sunrun,  they made promises that they didnt keep.

  First Sunrun said they will issue a check to help pay for my true up bill and that never happened. 
  then someone was supposed to contact me from a specialty department regarding my solar being turned off 

  and upgrading my breaker box and no one ever called me.

  So realistically Sunrun didnt do anything as promised.

  Sincerely,

  *************************;

   

   

  ****** And *************************

  

  Business Response

  Date: 02/23/2023

  An update was provided to the customer on 2/23/202. 

• Initial Complaint

  Date:01/29/2023

  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.

  The problem started around the start of 2022 I believe, maybe even before that. Sunrun bought Vivant, the company we originally had the agreement with. Since Sunrun has taken over the account there has been problem after problem. It started with billing issues. We would enroll in automatic billing, we could get a confirmation for automatic billing, they would never take the money and they would charge us late fees. The system stop working probably in May 2022, it took to August for a tech to come and fix the system. System still doesn't work correctly, they refuse to send a new tech unless we pay $200. Its impossible for someone to call you back or email back. You have to call CS, fight with the rep to finally get your case manager, who refuses to do any work and tells you the system is fine, even though the data says differently. Since this is there equipment on my roof Im not allowed to hire to my own tech to take a look. They have basically found a legal way to steal from me.

  

  Business Response

  Date: 02/02/2023

  An Escalations Specialist contacted the customer regarding their concern. 

• Initial Complaint

  Date:01/28/2023

  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.

  Purchase system September 2021 for 53k. We were sold 14kwp and we were told that the system would cover 131% of our electric bill. And there would always be a credit. We were also told there would be a rebate that we have yet to receive. For the past 8 months I have called several times regarding the electrical bills I received. I have been told every time my system is working properly. Yet my electrical bills continue to rise with most recent bill at $312.00. We have put into place all recommended suggestions on managing the system properly. I was told I need to pay $190 for someone to come to my home and Check equipment . Since the system has started working 1/2022 I have called my sales person *********************************, many times without returning the call to me. All I was asking for was an explanation on why my bills are so. high.

  

  Business Response

  Date: 02/01/2023

  The Escalation Specialist  has contacted the customer and will look into assisting them with their concern.

  Customer Answer

  Date: 02/02/2023

  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. We are awaiting a specialist to come to home and check the equipment. This next step is not a full resolution. ************.
  

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

• Initial Complaint

  Date:01/28/2023

  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.

  My sunrun sales agent promised my system would offset my excel bill by 100%. My excel bills are higher than they were before getting solar. So my system is providing me no benefit and I an still on the hook for my $18,000 contract. After over ***************************************************************** and has no concern that my bills are not anywhere near what I was promised. The product doesn't work a advertised and the customer service is unhelpful.

  

  Business Response

  Date: 02/01/2023

  The customer has been provided a home electricity analysis, a copy of their agreement, and a copy of their system design plans to provide clarification on their concern. 

• Initial Complaint

  Date:01/27/2023

  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 Nov. 17, 2022, SunRun installed our ***** kW solar energy system consisting of 26 panels, at a cost of $30,185.41. I paid the full amount immediately, and was informed by our sales rep that the panels would be activated promptly. It is now Jan. 27, 2023, approximately two months and two weeks after installationand the panels are not activated.SunRun has made a series of excuses for this, first claiming it was a delay caused by the city's inspection team. As the weeks passed, other excuses were made: SunRun admitted to filing the wrong schematics with the city, then I was told that the holidays would cause further delay, even though the holidays were weeks away. After the holidays, I was told the panels would be activated by mid-January. ***** came and went, and I was told there was another filing mistake and the system would be active by Jan. 25th. That was two days agothe panels are still not working.I remained patient for two months, but then began reaching out to SunRun's customer service. I was advised by a form email to contact a particular customer service rep. I did so, and heard nothing back. A week later, I reached out to the general customer service line again, and the rep finally responded, saying she had *****. I am sympathetic to illness, but it just seemed like excuse and excuse was piling up. I began asking for a refund of some kind, to compensate for these repeated problems and the time I was spending trying to get information from SunRun. I also began to worry because our arrangement with them was a 25-year lease, which was sold to me as having the benefit of SunRun's ongoing maintenance of the panels. But SunRun does not even seem capable of activating these panels in a timely mannerand I remain deeply skeptical they will honor their maintenance agreement in the years to come.Now they have begun ignoring my messages. Follow-up queries are met with form emails. I tried to be understanding, but now I fear I have been defrauded

  

  Business Response

  Date: 01/31/2023

  An Escalation Specialist has contacted the customer and will be offering compensation for unexpected Permission To Operate Delays.

  Customer Answer

  Date: 02/04/2023

   
  Complaint: 18939066
  
  I am rejecting this response because:
  
  

  SunRun replied to me and expressed a willingness to reach a resolution. But I never actually received a proposal from them to resolve this complaint. I have asked them again to please get the solar panels we purchased working, now that we are coming up on three months since they were installed, and to reimburse me for the time and money we have had to spend as a result of the panels not working.

  They simply have not replied. So, since I had five days to reject or accept, I must reject their offer of resolution since there was no actual offer made.

  I guess our ordeal will continue... At a certain point, legal action must be necessary. We have been very patient, but at this point our savings is gone and the solar panels we purchased are not functioning a quarter of a year after installation.

  

  Business Response

  Date: 02/10/2023

  The Escalation Specialist has apologized to the customer again for unpreventable permission to operate delays, and will be providing compensation to the customer as soon as their project reaches Permission to Operate.

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18939066
  
  I am rejecting this response because: I have nothing to accept. No formal offer has been made. Only vague assurances, and the solar panels still don't work, three months after installation. SunRun keeps saying the delays are "unpreventable," but this is absurd. The delays are due to their own permit filing mistakes. It should have taken a maximum of two weeks. Instead, here we are a quarter of a year laterand the solar panels still aren't functioning.

  I will accept their proposal when they actually make a specific proposal that is acceptable.

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

  

  Business Response

  Date: 02/27/2023

  The Escalations Specialist provided an update to the customer regarding their concern on 2/27/23.

• Initial Complaint

  Date:01/27/2023

  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.

  Company began charging an astronomical $7.50 fee for processing payments. I'd been paying through an auto-pay system for 18 mos. and then all of a sudden, I see this processing fee pop up. No comment upon it, just month after month this new additional charge. When I finally had the time to call about this, they tell me it's a fee that can be waived through Auto-Pay--well, I've been paying you through Auto pay for 18 mos. That has never changed! When I called, TWICE, to get some resolution, they just keep repeating themselves, which doesn't help me get to a resolution. And they are my solar company, so they have a "monopoly" on services, and can s**** their customers however they like apparently. I want my money in "processing fees" back. I can't believe how this company treats its loyal, dependable customers. Stay away!

  

  Business Response

  Date: 01/31/2023

  The customer was provided a copy of their agreement with reference to the section outlining auto payment method requirements and the associated fee.

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18938649
  
  I am rejecting this response because: the cost was not made clear at the time of selection. This may be legal, but it's unethical and it's terrible customer service especially for a monopoly-like vendor.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/03/2023

  We have provided further clarification on this agreement term to the customer.