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

  1225 Park Center Dr Vista, CA 92081-8353

  
• 

  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:12/14/2022

  Type:Billing 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.

  Acct. #************ for the property located at **********************************************************************************************. I received a bill with a "Monthly Charge" of $25.58, a $5.00 charge for not being enrolled in autopay,and a $15.00 late fee. I called this company over 8 times to straighten out charges I was being billed for and set up an autopay 3 times. I expected my monthly bills to have been paid using autopay. This company never set up autopay for me. I asked for a paper bill because I was on the phone constantly and nothing is ever resolved. I then get a bill with the above charges. Why am I being charged a "Monthly Charge", a nonenrollment fee, and a late fee?? Sunrun made the mistake and they are charging my account for their incompetence. Please adjust my bill accordingly. They also never identify which property I am being billed for. I have solar panels at 2 locations. I have asked them several times to identify the property I am being billed for. They just will not comply.

  

  Business Response

  Date: 12/20/2022

  An Escalation Specialist has contacted the customer to address their concerns.

  Customer Answer

  Date: 12/21/2022

  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:12/14/2022

  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 put solar panels on my house in 2017. The inverter they used has since gone bad and is under warranty. The problem started in March of 2022. Replacement parts were ordered in June of 2022. The company said it would ***********-8 weeks to get an inverter replacement. They have since had to re-order the part, 5 months after the original order. Sunrun has provided no funds to make up for the electric bills I am now paying due to their supply chain problems. My case manager refuses to answer my emails and calls. I'm willing to split the cost of putting micro-inverters on each panel so that my system works better and is more resilient than before. Yet the company keeps ignoring me. They've said to just wait for the new inverter and then they'd send me a check to cover some of the lost energy credits. I'm seeking immediate repair and compensation to cover my increasing electric bills.

  

  Business Response

  Date: 12/20/2022

  An Escalations Specialist contacted the customer regarding their concerns.

• Initial Complaint

  Date:12/14/2022

  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.

  This company INSISTS you use autopay and it fines you $5.00 per month if you don't sign up for it. I believe this is illegal and they have no right to obligate you to use this technology. I have called and complained and of course they just tell me it's policy but companies cannot force you to do autopay. They might offer an incentive to use it, but they shouldn't be able to fine you if you don't. Lots of older people can't handle computers and internet banking. How can they do this?

  

  Business Response

  Date: 12/20/2022

  An Escalation Specialist has contacted the customer to better discuss their billing concerns.

• Initial Complaint

  Date:12/14/2022

  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 system from Sunrun that went active November 10th, I noticed that I was charged $4,800.00 for warranty and monitoring. I called Sunrun and spoke to **** in their customer care department. I told **** that the monitoring service needed to be canceled. I was told by *************************, "Sunrun doesn't monitor systems that are customer owned". I then had **** review the paperwork that clearly shows I was charged. The conversation turned into a game of lies and misinformation. At one point I was told it's past the 30 days, and Sunrun can't refund my money. I informed **** that a policy like that doesn't apply to a mistake made by Sunrun for a charge that shouldn't have happened. A ticket was opened (********) on 12/7. 7 days have gone by with no word from the case manager *********************. I called Sunrun to speak with ******, the women I spoke to said ****** was available, she was going to track him down. I was left on hold for a long time, when she came back, I was told ****** was on the phone and couldn't talk to me. He would be in touch with me within the next 2 days. I've had more problems with Sunrun than any one person should have. At every turn it's been nothing but a fight, and more games of lies and misinformation. From what I can tell Sunrun is a company happy to sell you anything, but if there is a problem of any kind. Don't call them, they are too busy looking for that next sale.

  

  Business Response

  Date: 12/20/2022

  An Escalations Specialist contacted the customer to provide information regarding their request. 

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18572607
  
  I am rejecting this response here is a copy of an email I received from Sunrun (See below), at no point does Sunrun address the fact that they sold me a service that they shouldn't have, and they have taken no ownership in anyway. Sunrun has made no attempt to do the fair or right thing by this customer.

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

   

  From: *************************** <**************************************************>
  Sent: Tuesday, December 20, 2022 2:53 PM
  To: ********************** <***********************************>
  Subject: BBB Complaint Received: Reimbursement Request
  
  Hi ******,
  
  My name is *******, I am an Escalations Expert from Sunrun and I am reaching out regarding your correspondence to the Better Business Bureau.
  
  I understand you are requesting reimbursement of the Warranties and Monitoring cost associated with your system. Per your agreement Sunrun was to provide 25 years of active monitoring, however because you have updated the access ownership on the Enphase monitoring service from Sunrun to yourself, we can no longer monitor your system.
  
  Because we do not have the ability to monitor your system as a result of being removed from Enphase, and because your warranties are still valid, we cannot proceed with your reimbursement request. 
  
  Please let me know if you have any further questions. 

   

  This was my reply to Sunrun:

  This email is just what I expected from Sunrun, no wonder your having problems with ********** and **********. I wonder which state will be next when it comes to taking Sunrun court?
  

  The real question is how can Sunrun sell a service that they dont provide for owners? To quote **** Sunrun doesnt monitor customer owned systems.
  
  Your company didnt even install the system right, no Wi-Fi connection (The primary connection), no site mapping. To date I still havent received the requested paperwork regarding the serial numbers of the solar panels. When the weather gets better, Ill be up on the roof with a selfy-stick so I can do what Sunrun didnt do Map out the system and collect the serial numbers of the solar panels. Now that Im Enphase Certified, its easy to say I know more about solar then the kids you sent out to my home to install my system.
  
  Ive already sent this problem to the ************************ of ********. After everything Ive seen from Sunrun, I would never let your company touch my system again.

   

  

  Business Response

  Date: 12/27/2022

  There is an additional service we offer that provides monitoring to ************** systems. However, this customer removed our access from Enphase. The customer willingly chose to remove ** from Enphase preventing us from monitoring. Until that access is provided back to us via the customer and Enphase. We are unable to view the system. The customer should not have been able to remove us but apparently found a work-around with Enphase. 

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18572607
  
  I am rejecting this response because:

  Sunrun is pushing more smoke and mirrors. I removed Sunrun's access because I have the right to do so, I own the system. I don't want your service, nor do I need it. Sunrun has complaint after complaint regarding that service why in the world would I pay for a service that Sunrun doesn't even honor. 

  From what I was told from the ******* office it shouldn't have been added to the contract at all. I want the service canceled with the payment refunded.

  I'm not sure what part of all this the west coast office doesn't understand.

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

• Initial Complaint

  Date:12/14/2022

  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.

  When SunRun installed our solar panels they cut away the roofing to the bare plywood instead of setting the screws through in roofing shingles. Now a leek has developed - with damage to upstairs ceiling. The company refuses any cooperation. We need a new roof because of the damage they caused. We cannot proceed until the solar panels are removed in the sunroom wants to charge us thousands of dollars to remove the panels.

  

  Business Response

  Date: 12/19/2022

  An Escalations Specialist contacted the customer regarding their concern. 

  Customer Answer

  Date: 12/20/2022

  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:12/13/2022

  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 had my solar panels for 8 years and for most of that time, my panels have not worked at the capacity they promised. But over the last 16 plus months, the convertors have not worked. I have waited since March of ************************************************************** March 2022. I was told yesterday the board was order but it will take another ***** weeks. I have begged them to please provide some kind of compensation, they lowered my MONTHLY bill be 35 dollars, in the meantime, I am paying my electric bill and my REQUIRED amount for my service which doesn't work. I have called weekly, month and more often them I should for follow up. No one follows through and I am still paying both bills. electricity of a few hundred on top of the almost 300 a month for a service that doesn't work. and now I have to wait another ***** weeks for a replacement board. shouldn't they replace the system?? they gave me guarantee. I wish I know how to fix this, I have contacted everyone I could but no one helps or has given me any viable resolution. Is there someone that can help me without suing them? Thank you.

  

  Business Response

  Date: 12/19/2022

  An Escalation Specialist has contacted the customer to address their concerns. 

  Customer Answer

  Date: 12/19/2022

   
  Complaint: ********
  
  I am rejecting this response because: this has been going on for almost two years and no one fixed anything and there has only been two repair people here and one time they told me theyd be back in 3 months only for me to have to keep calling sometimes weekly to beg for an update. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/22/2022

  The Escalation Specialist has apologized to the customer for the wait time on the inventory nd has informed them that they will be receiving compensation as well.

  Customer Answer

  Date: 12/22/2022

   
  Complaint: ********
  
  I am rejecting this response because: I have never been told of any type of compensation. As it is now, I have been given slight 25 or 50 dollars but that does not pay my electricity and I have never missed a payment but I now have two bills to pay. What exactly will the compensation be? Id like that to be outlined. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/13/2022

  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 May 16,2022, Sunrun removed my solar panels for new roofing and were scheduled to reinstalled the panels on June 28, 2022. The inexperienced install team was a complete disaster-after installing and uninstalling several times over a period of three months, they completely destroyed my brand-new roof. I was informed the entire team was fired and Sunrun paid for another new roof. After the new roof was completed in November, I reached out to Sunrun to request new panels to be reinstalled as the old ones have a lot of wear and tear due to the inexperienced team throwing them around and scratching them through our concrete driveway. As of today's date, I have yet to speak to a manager who can assist me in resolving this issue. The solar panels are still sitting in my yard and now Sunrun is billing me when there is no energy generating from the panels. I have spoken to 5 different people at Sunrun and still nothing resolved. This has been the most stressful situation ever! I just want someone at Sunrun who has the authority to resolve my issue or let me out of this contract so I can go with another company.

  

  Business Response

  Date: 12/20/2022

  An Escalations Specialist contacted the customer to request more information. 

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18570320
  
  I am rejecting this response because: No action has been taken and I am still dealing with the same Sunrun case manager (****) prior to me contacting BBB. Today, **** requested pictures of the solar panels which were sent to him today. **** called me to confirm receipt of the photos and he stated he will contact me in 3-5 days. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/27/2022

  An Escalations and Prevention Specialist contacted the customer on 12/20. Due to the long holiday weekend we will contact the customer again on 12/29

• Initial Complaint

  Date:12/13/2022

  Type:Delivery 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.

  Initial contracts signed in March 2022 with a promised delivery date by the end of July 2022. Project not yet started.

  

  Business Response

  Date: 12/19/2022

  An Escalation Specialist has contacted the customer to address their concerns.

• Initial Complaint

  Date:12/13/2022

  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 May 9th I was made aware of an issue with my solar. On June 28th, someone came out and noted there was a known issue on the brand of panels I had, (inst 9/12/2012). The engineer, shut down the system, he stated that they hadn't worked since March 2022. He mentioned that someone would bein touch to have it looked at to confirm the issue. The next appointment was scheduled for 8/23/2022, (2mo later), I did need to push this out to 9/9/2022, due to Covid in the house. The 2 men came out on the 9th, they were up on the roof of the house, and the garage. From what I understood was they needed to remove a few panels to see the module underneath. They put everything back the way they found it. I have been waiting for anyone to reach out to me from either Sunrun or their contracted company, NRG Residential, this is where the service techs came from. I have been told numerous times that ************************************* was my rep and that she would reach out to me, I have only ever heard from her 1 time and that was to reschedule the 8/23 to 9/9. I was also told that ***************************** was my case worker from NRG. Nothing, crickets, I call the customer support line and speak to someone and they apologize, they tell me that the case managers are not available, every time I call. I have no direct line to anyone. Today, I called Sunrun and was told that ******** was no longer my case worker, it is now *************************. Someone from NRG came on the phone to tell me that as of 12/5 the panels are still in the "pending" state. I mentioned that no one communicates with me, I don't hear from anyone, email, phone, letter, nothing! The only time I hear from Sunrun is when I am late with paying my bill. I have been paying all along, both my Sunrun bill and my extremely high electric bill, in October I stopped the Sunrun payments, I was not receiving any solar so why am I still paying for that on top of electric that I should not have. I get calls, I received the attached email from their collections.

  

  Business Response

  Date: 12/16/2022

  An Escalations Specialist contacted the Field Performance team for an urgent update. 

• Initial Complaint

  Date:12/12/2022

  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 my home in 2020 with Sunrun solar already installed. In February of 2022 I had a leak in my roof that was caused by the poor solar installation. It took almost 8 months of fighting SunRun for them to take responsibility for the damages to my roof. The damages of their poor installation caused damages to not only my roof, but my attic and ceiling throughout my home. The water damages have resulted in mold growing in my attic. After Sunrun took responsibility in September 2022 for their damages they have still not upheld their contractual obligation to fix my roof for the damages they caused. ****************** has been contracted by SunRun to estimate the cost of the damages. However I cannot move forward with the roof repair and estimate because Sunrun fails to schedule the solar to be removed. My wife is 7 months pregnant with twins and we are living in an unsafe home due to the mold from sunruns damages. It is my goal that find resolution with Sunrun and to have them pay for not only the damages they have done to my home but for the poor living conditions they have forced us to live in.

  

  Business Response

  Date: 12/19/2022

  An Escalation Specialist has contacted the customer to address their concerns.

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18564903
  
  I am rejecting this response because SunRun has caused me and my pregnant wife to be homeless during the holidays. 
  At this point I am not willing
  to accept resolution with Sunrun. I have been speaking with an escalations manager who is working on resolving the damages created by SunRun. Until Sunrun has paid to replace *******, the interior of my home is fixed and I am able to move back into my home and they have compensated me for additional losses, I will not be satisfied with the resolution.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/22/2022

  The Escalation Specialist has and will continue to work with the customer until their concerns are completely resolved.