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:11/01/2022

  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.

  We enter an agreement with Sunrun, Inc. on October 29, 2021, for installation, electrical box upgrade and service of 16 solar panels.Work was delayed but started in January 2022 and completed in late February 2022.The city permit was completed and passes on April 18,2022. Someone at Sunrun issued a revision to the plans (Rev. ** after that. This has caused complete stoppage of the activation of the panels. Sunrun claims that an IT problem is not allowing them to get a new permit.No one at Sunrun will tell us what the Rev. * is about. They will not answer our emails and will not return our calls. We have tried our project manager, their customer support and have even tried to get some response from the **** and have gotten nothing by way of response. We have solar panels that we can't use on our roof and are still paying high electric bills and suffering through black outs.

  

  Business Response

  Date: 11/09/2022

  An Escalations Specialist is working with the local branch to obtain an update and will follow up with the customer.

• Initial Complaint

  Date:11/01/2022

  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.

  ***** Company SUNRUN *** agent came to house on the Installation SUNRUN *** worker Damaged my Home Roof I been requesting SUNRUN *** which used to call Vivint never resolved issue. I filled complaint to ************************

  

  Business Response

  Date: 11/09/2022

  An Escalation Specialist contacted the customer with the next steps towards resolution.

• Initial Complaint

  Date:11/01/2022

  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.

  A $35,000 pre paid solar unit was purchased and installed with the promise of lowering electric bills. But have been unable to use it because the batteries are defective and unusable. The new batteries are on back order going on for over 8 months now without any compensation from SunRun . They also cannot guarantee when/if the batteries will be available. They have also declined changing out charging unit to accommodate newer batteries. Now we are without any solar , out $35,000 and paying full electricity bills.

  

  Business Response

  Date: 11/09/2022

  An Escalation Specialist contacted the customer with the next steps towards resolution. 

• Initial Complaint

  Date:10/31/2022

  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.

  Sunrun has taken advantage of my elderly parents and disabled neighbors in financial hardship. In my parents case who are ******* and ************************* at 921 e ******** in *********** **, my father was in poor health with CHF, severe diabetes with amputations, multiple types of cancer, dementia and much more. He had given his power of attorney to my brother in *******. Mother who is also disabled with diabetes, ocular pharyngeal muscular dystrophy, severely hearing impaired difficulty speaking, swallowing and walking. They were on a fixed income and their monthly bills were less than usually $50 a month for electricity due to their multiple discounts including for low income and disabilities requiring heating, cooling and machines. Vivint solar salesman ***** came to my parents house when my mother was gone and my father was in care of a VA respite provider. ***** was allowed into my fathers bedroom by the caregiver where ***** convinced a sick old man with barely a year left to live and he was going to save him money monthly, in fact at the end of the year he would get a rebate with the money the solar panels would make. He did not understand that this was a 20 year contract. He wasnt even going to be alive 20 years. My father who was not supposed to make any major decisions had signed the agreement contract before my mother came home. My mother said when she got home she found them in the bedroom and she told ***** she was not interested and she was not going to sign because she was happy with her discounts from PG&E. She also refused to give ***** an email. She never received a copy of the contract probably because it was sent to the fake email. She came home one day to find that the solar panels were almost completely installed on the house and was very shocked to find out it was done due to she had never signed anything and my father was not allowed to make big decisions like that without my brothers approval with the power of attorney. Also she does not believe the circuit breaker panel was ever checked and neighbors had told her theirs were unsafe and her house could burn down so she thought she was safe only using PG&E because she didnt know how it was all connected due to she is not an electrician and believe PE&E was a safe company and Vivint solar was unscrupulous and fraudulent. After my father died May 6th 2020, my mother received a letter in the mail for Vivint solar stating she owed $1567.14 and the **** was in her name. She was shocked due to the fact that she thought that they were on PG&E because she was told that solar had been turned off. She did not believe it was her bill because she had not signed anything and the only person who signed was dead: She had been paying PG&E. She also went to refinance the house and was not able to register the paperwork due to there was a lien from Vivint solar. If they were trying to send her communication to the fake email she never got them due to the salesman made the email up. She never signed the contract, in fact the contract has a typed signature and it says that the email was not verified. When I looked into the information, I found Vivint disconnect of the solar panels from the grid October 20th 2020 stating assets impaired pending removal. The solar never worked to give them savings; it only gave higher bills and emotional distress. Vivint just abandoned the equipment on top of the house which made it so that she was unable to be on PG&E due to the solar panels were on the house. She also does not belong to Vivint solar Sunrun. I had a hard time trying to get them to listen to me. I sent them many letters which were never attached to the file because even though I had included the address and my parents names; I was not listed on the account so they could not keep anything is what I was told. My mother is disabled, we told them over and over again that was not her email and to communicate with me via my email and phone number due to she is legally deaf and has difficulty speaking. Finally they started to listen but they will not work with us until she pays the $1,567.14. And then they wanted to renegotiate the ****************************************************************************************** more years; This is taking away her peace of mind in her final days. My mother nor I have that kind of money due to low income and disability. I will inherit the house but I do not want Sunrun as it is ore a contract that is going to cost huge amounts of money as my neighbors. I am willing to work with them but since the caused all this harm and drama plus abandoning the equipment for over 2 years and took advantage of sick elderly people the equipment if working should be free and if not working they need to remove it and repair the roof. My mother told to them when she refused to sign the contract that they were on a fixed income and my father was ill and they could not make more bills. In fact her income was greatly reduced after my father passed away so this is now worse since she is in electricity limbo. My father was confused due to illness effecting comprehension of the contract. The believed the salesmans lies. My father was promised that they would save him money; my father never did the finances. Before he died he believed he was back on PG&E because he called and told them the Solar was not working because the bills were higher and he felt he was misled. This is Abuse of elderly sick people. My mother had no idea this was going on until I started looking into the situation to find out why she could not file the deed. She just knew that the prices of her electricity was going up to the point she needed senior assistance to get food because she could not afford the high price electricity and she needed the electricity due to her health conditions per her doctor who signed her up for discounted electricity through PG&E. The contract is fraudulent. She never signed anything; only person who signed is now passed away and he was not competent to sign. He could not even be left alone. Also my mother does not believe the electric panel was inspected by the city. All the neighbors stated they had unsafe panels and were afraid of fires due to poor installation. You will hear more of this in the next 2 complaints from our neighbors. I started going to the neighbors houses with solar panels asking who had salesman ***** and Vivint Solar. My neighbors told me horror stories about how they also have been lied to and made promises and were cheated and had fraudulent contracts. They also had poor improper installation with the circuit panels.917 E ******** ****************, my next door ********************************* and ***********************, their email will be forwarded to you by me. The email explains their complaints. **** also said her husband never signed the contract, only she did. They are both co-owners of the property. She was told he didnt have to sign. She said he was not in agreement with the solar panels being installed. It was an extreme hassle to make sure the panels were safe with multiple attempts to install panel failed inspection, Vivint told them it was correct. They had it inspected by PG&E and found permits were not filed and wiring was not sealed from the elements and problem with ground connection. They are getting triple their previous bills which is an extreme hardship due to they are disabled on fixed income. Plus moreJust a couple doors down at ********************** in ****************, ************************* told me his story which has left him in limbo not with Sunrun or with PE&****** like my family. He said that ***** came to his home telling him he already had his information from PG&************* said he was in a bad financial was and the electric bill was in his deceased mothers name and he could not change it because his deceased wife had messed up the credit before she passed. ***** told him he already had his debased mothers signature from the PG&E file so he did not have to sign for anything. ***** said the house was only in his name and not his mothers name so how was her signature going to get him free solar panels. ***** told him not to worry about it because he had been approved. ***** said he got the panels installed thinking a government program had paid for it and he did not have to sign anything. He immediately was very worried because he said the circuit panels were obviously installed poorly with open wires and no inspector would come out and take a look at it. He called but was given the runaround because he was not on the contract it was under his mothers name only. His mother has been dead for over four years so there was no way she could call In to come and get them to look at the circuit panel. He took pictures and trying to get people to come out and fix it but no one would touch it. So he had to turn it off to avoid a fire hazard due to the neighbors (******* and ***********************) had said PE &E had said theirs was a fire risk and it took multiple electricians to fix it and he had no money to pay for that. He thought he was just going to be going back to PG&E. And Vivint solar never came to collect the panels or fix the circuit breaker. Very high electricity bill started coming in and he could not afford the increased cost of the electricity and they came out and shut him off and put a lien on his house. So you can see the pattern here of improperly installed circuit breakers fraudulent sales person making promises that could not be kept. Taking advantage of people who are in low income categories who are disabled and sick. They preyed on the people of this block. I have not gone around two more houses because I myself am disabled and it is very difficult for me to do what I am doing. But Im sure if I knocked on more doors Id find more horror stories. These are just from the neighbors here on my street.Please help us out to straighten out the situation because I am getting nowhere with the Vivint solar Sunrun Company.

  

  Business Response

  Date: 11/04/2022

  An Escalations Specialist made contact with the customer on November 3, 2022, and they are working towards a resolution for this matter.

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18339889
  
  I am rejecting this response because:
  They say they are working on a resolution but gave not given me one. They do not answer my emails and when I have called the number ***************************** gave me *************** I am hung up on after someone picks it up. Nothing is resolved!

  
  Sincerely,
  
  ****** And *************************

  

  Business Response

  Date: 11/11/2022

  An Escalation Specialist contacted the customer on 11/11/2022 with the next steps toward resolution.

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18339889
  
  I am rejecting this response because:
  Nothing has happened to improve the situation. She says she will send someone to look at the equipment. No one has called to schedule an appointment.
  Sincerely,
  
  ****** And *************************

  

  Business Response

  Date: 11/18/2022

  An Escalation Specialist has been in contact with the customer to advise we have taken steps to further escalate and resolve the matter. We are currently awaiting an available date to schedule a visit to the home.  

• Initial Complaint

  Date:10/31/2022

  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.

  In September 2022 I noticed my autopay statement to Sunrun **** said electricity produced in August 2022 was 0 kWh. I called them and they said i was deactivated in March 2022 but i was never contacted about this. I lease the panels so assume they monitor them. They opened a case ******** to see what happened and changed their story saying something is wrong with the system. After a few weeks they sent a tech who said i need a new inverter and it should take a few days. I waited almost 2 weeks and then called again. I was assigned a new case ******** and they finally got back to me saying they don't have an inverter available. It is now going on 8 months. Meanwhile, ****** stopped billing me around April of 2022 and since I don't have solar to help, my electric bill is huge. I usually pay around $100 a month online, but they stopped allowing me to make a payment. I feel there is some kind of scam happening. I want to find a solar company that is reliable and responsible and get ****** to start billing me. They sent me a letter about their problem with billing but to not let me make a payment online anymore seems questionable.

  

  Business Response

  Date: 11/04/2022

  An Escalation Specialist reached out via phone and email in an attempt to make contact with the customer. They will continue to reach out to establish communication and resolve the customer's concerns about having the system repaired. The required parts have arrived and we are pending scheduling with the customer.

  Customer Answer

  Date: 11/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution has been partially fixed, however, there is more to it as indicated in the attached document.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/31/2022

  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 closed on a brand new home on 29 July 2022. This home had solar panels installed on it by Sunrun, Inc. After following the directions to contact SCE and get my Permit to Operate, my system was supposedly energized on 24 Aug 2022. No energy was being produced, however, so they checked some systems on their end and confirmed on 31 Aug 2022 that my system was active. After verifying that my system was still not producing power, I called and scheduled an appointment for a tech to come fix the problem. They told me that it would be at least three weeks, and the appointment was scheduled for 5 Oct 2022.On 5 Oct 2022, the tech texted me letting me know that they were on the way, but never showed up. Sunrun apologized and scheduled a tech to come out the next day, on 6 Oct 2022. This tech looked at the system and supposedly found the problem and fixed it.After keeping on an eye on my system for the next few days, I reported to Sunrun on 11 Oct 2022 that while my panels were producing MORE power than before, they were still producing far less than they told me that they should be. The customer service representative that I spoke to was incredibly rude and dismissive. After arguing with her for several minutes, she finally said that they will look into the problem and will call within five to ten business days to schedule a tech appointment. I mentioned that it was absurd to have me wait up to two weeks to even get an appointment, which might be three to four weeks after that. She dismissed my concerns and told me that that's all they could do for me.Today is 31 Oct, 2022, fourteen business days after I called, and four business days beyond the window I was given for a callback to schedule my appointment. My system is still not working, and I don't even have an appointment for the tech to come out. Even if they called today, it seems that I would not have a tech be able to come out until almost December. And I have no confidence that they would fix my problem.

  

  Business Response

  Date: 11/07/2022

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

• Initial Complaint

  Date:10/31/2022

  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.

  My Late father in law had solar panels installed on our home back when it was Vivint Solar which is now Sunrun. He has since passed away (February 2022) I contacted Sunrun to have the panels removed so I could have ******* replaced and since I have stated that I did not want them reinstalled I have gotten nothing but the run around for three months. My home is dire need of a new roof and winter is quickly approaching and still here we are. I have let Sunrun come out to assess ******* for a possible damage claim which I did not ask to initiate. I have sent all documentation that has been asked of me, and I'm still getting passed from person to person and I feel that I'm being strong armed into signing a contract transfer which I don't want. I just want these panels off my home. The customer service I have received has been the worst by far.

  

  Business Response

  Date: 11/04/2022

  We have come to a mutual resolution with the person who filed the complaint. 

• Initial Complaint

  Date:10/31/2022

  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.

  Roof damage during monsoons. Tried to have 40 panels removed. I dont have e-mail nor the ability of using 1. I was told it would take 8 to 12weeks to get hard copy of paperwor. What I finally received was a form legally real.them of any resondibilty. I refused to sign. They refused to take panels down. I have had at least 3 more problems with water coming. At this time I cant get anyone up on *******. I feel like Im on the titanic n the ship is gong down. ****** says not their prob new roof $35;000.00. Sun run for removal $6800.00. I have to cover all n damage to inside this because repairs not due in ***,y matter

  

  Business Response

  Date: 11/07/2022

  The Escalation Specialist has reached out to the customer to inform them that we will be waiving the Removal and Reinstall fee this one time. The Speielaict will also help address further concerns.

• Initial Complaint

  Date:10/31/2022

  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.

  Hi ****,Thanks for contacting Sunrun ************* in regards to your recent invoice. We apologize for the inconvenience this may have caused you and we are happy to assist Please be advised that the invoice you are receiving is not a bill. It's a credit on your account, and this amount will eventually be returned to you in the form of a check. Please contact Sunrun ************* if you have any further questions. You can reply directly to this email or call us at ************** during our normal hours of operation, listed below. This email was from over three months ago and we have yet to see the check.

  

  Business Response

  Date: 11/04/2022

  An Escalations Specialist has left a voicemail for the customer and emailed our plan for resolution. 

  Customer Answer

  Date: 11/07/2022

  H3337**36**34**313639H:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

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• Initial Complaint

  Date:10/30/2022

  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.

  A sales person by the name of ******************** failed to identify themselves when asked while he was on my property. When I kindly asked who he was and what he was doing there he told me I was aggressive and asked me if I was the owner of the property. I told him that he was inside my house and I had the right to know who he was and why he was there. He began to illegally record me while laughing. I told him I was going to call the police of he wouldn't tell me who he was. Although he had a conversation with my landlord prior to my arrival, as a renter and a person who has belongings and lives at the property, I reserve the right to know who is his is. My question was simple and polite. He posted a sign on my lawn without my permission and without a signage permit from the city. **** was also INSIDE my home without my permission.

  

  Business Response

  Date: 11/07/2022

  An Escalation Specialist will be addressing this customer's concerns.