Important information
- Customer Complaint:BBB’s business profile for Sunrun, Inc. was created in April 2009. A review of complaints was completed in December 2024. For information regarding servicing your system, BBB encourages consumers to review the following link with Customer Service information.
https://www.sunrun.com/contact-us
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Complaints
This profile includes complaints for Sunrun, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,179 total complaints in the last 3 years.
- 1,268 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/10/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed paperwork for Sunrun to place and activate solar panels on my roof in August 2021. The panels were installed in October 2021. It has now been a year and Sunrun still hasn't activated the solar panels. I've spoken to multiple representatives, and there's always an excuse (they need additional pictures, there's no contractors around to finish the authorization, the activation code has been sent to the panels and we're waiting to get the return signal, etc.). Additionally, my representative is almost impossible to get ahold of - doesn't answer emails or return phone calls. When I call their support line, they tell me to email the same person over and over - when I explained that they're not answering the escalate the ticket to a manager who is supposed to call and also does not call. As of this month (October 2022), the loan for the panels has kicked in, so now I'm paying both an electrical bill to the utility company AND the loan for the solar panels, which completely defeats the purpose of the solar panels. I want Sunrun to finish the work and activate the solar panels. I have attached all the paperwork for this solar install from August 2021 to track the completely unreasonable time in which they've taken to complete this install.
Business Response
Date: 10/18/2022
An Escalation Specialist has contacted the customer to inform them that they have received Permission To Operate on 9/29/2022.Customer Answer
Date: 10/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:10/10/2022
Type: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 installed my solar panel in 8/26/22, but has not activated my solar nor will anyone answer my calls or answers. I'm paying for a system that I am receiving no benefits for.Business Response
Date: 10/17/2022
An Escalations Specialist has contacted the project coordination team for an update on the solar project timeline.Initial Complaint
Date:10/10/2022
Type: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 have 2 system 20 panel installed 2013 and a 26 panel installed 2015. since Sunrun took over Vivint in December 2021 we have had billing issues. The most recent and egregious was the June 2022 when they billed me $3284 on the smaller system of 20 panels for one month. I have checked their data on mysunrun.com against SCE billing and none of it equates to the $3284 bill for June 2022. I have talked to 5 customer service Representatives gotten 3 complaint ticket numbers addressing miscrediting the 2 accounts and numerous emails attempting to resolve the matter. I have been told billing is handling it. The only action that has been taken is they have continued to miscredit the accounts making the issue mor convoluted. from the initial contact on this matter July 20th Sunrun was told that I was taking the accounts off of Auto Pay until the issue was resolved and that I would be reviewing the billing for some accuracy and paying those bills when accuracy has been satisfied. Sept 21, 2022, I received a collection notice from Sunrun so apparently their divisions to not talk to each other. I have sent registered return recipient mail to both Corporate and their collections department without response to this date. I have also had technicians check the systems and they verified that there is no way either systems can generate that much energy even under ideal conditions. In researching who controls or regulates this type of utility company, I have not found a solid answer. I have also filed a complaint with our local ******************** and now your Office. As stated all I want is the accuracy of the billing corrected and kept on tract as well as decent customer service. I have attached some of the documentation and have more if needed.Business Response
Date: 10/17/2022
An Escalations Specialist contacted the customer to provide clarification on billing and to offer compensation.Customer Answer
Date: 10/26/2022
Please see attached documents, business has not responded to email thread.Business Response
Date: 10/28/2022
The Escalations Specialist provided the customer with confirmation that the compensation has posted in the account.Initial Complaint
Date:10/10/2022
Type: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.
#1. The solar panels were installed in the wrong place on my roof.#2. There aren't enough panels to produce the amount of energy my home requires. #3. We had a new electrical power box installed and ****** had to disconnect our solar system, I reported this to Sunrun in March 2022. I have made several appointments to have Sunrun come and connect the solar system back up but they have not sent a tech out to do this. #4. Sunrun has been billing me for the last 8 months when the system hasn't even been hooked up! I am also getting a bill from ****** for all of the power we have used on top of Sunrun's bill.I AM GOING TO FILE A LAW SUIT AGAINST THEM!Business Response
Date: 10/18/2022
An Escalation Specialist has contacted the customer to inform them of a scheduled appointment for 10/24/2022 to address their concerns.Customer Answer
Date: 10/19/2022
Complaint: 18192884
I am rejecting this response because: They have not made it out to fix the problem yet & I am still being charged for a system that hasn't even been hooked up for the past 8 months.
Sincerely,
***********************Business Response
Date: 10/20/2022
An Escalation Specialist has offered to perform a **************** Report with the customer.Customer Answer
Date: 10/21/2022
Complaint: 18192884
I am rejecting this response because: Doing a **************** Report is NOT going to solve this problem....sure it can possibly help .....but it is not the answer.
Sincerely,
***********************Initial Complaint
Date:10/10/2022
Type: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 project started in Nov. 2021. Sunrun was responsive at the beginning to get ** signed all the documents and get permit approved for installation, and then tell us to wait for a couple months when it's our turn for the installation. We patiently waited. When we heard nothing after, we reached out to Sunrun on April 2022 to only find that our Project manager no longer working for Sunrun, and nothing was done for 4 months!! After Sunrun moving us to another PM, the panels were finally installed in June 2022, and then tell us that we need again to patiently wait for 2 ~ 3 weeks for the utility company to approve the installation and turn on the system. During the next 3 MONTHS, whenever we contacted Sunrun for status, they always tell us that it's waiting utility company's approval. During this time, I also did my research from our utility company's website that this process should not take more than 22 days. Yet, whenever I contacted Sunrun, they always provide the same answer, and not willing to inquire what went wrong with the utility company. When push for answer, they eventually ask ME to contact the utility company without give me any project related information. At middle to September 2022, I finally got a hold of the utility company for the status. They told me that they have not hear from Sunrun on our project since Dec 2021. And they have NOT received the Certificate of Completion, even though the panel was installed in June. When asked Sunrun about the Certificate of Completion submission, their rep still gives me the same answer that they are waiting for approval from the the utility company. It's now Oct 2022. It's been almost a year, and I am simply not able to get this project forward. I have their panels, sitting my roof, not doing anything.Business Response
Date: 10/14/2022
The Project Coordination team provided compensation for the delays. An Escalations Specialist contacted the Project Coordination team for an update, and provided the customer with additional compensation.Customer Answer
Date: 10/21/2022
Complaint: 18191454
I am rejecting this response because: I have received initial email from the business promising to follow up with the project more than 1 week ago. But no follow up email received since. Job is still not done.
Sincerely,
***********************Business Response
Date: 10/28/2022
The project coordination team attempted to contact the customer on 10/24 and were unable to reach them.Initial Complaint
Date:10/10/2022
Type: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 purposely did not add enough solar panels to my house. I pay high true-up bills every year. Last month alone my true-up charges were $350. I pay more with solar than when I just had Pg&e.Business Response
Date: 10/13/2022
An Escalation Specialist has contacted the customer to address their concerns.Customer Answer
Date: 10/14/2022
Complaint: 18191037
I am rejecting this response because:
I havent received a call.
Sincerely,
*****************Business Response
Date: 10/20/2022
An Escalation Specialist has contacted the customer on October 13th and again on October 20th via email. The Specialist has offered to perform a **************** Report to better address their saving concerns.Initial Complaint
Date:10/09/2022
Type: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.
0Business Response
Date: 10/13/2022
An Escalation Specialist has contacted the customer to better address their concerns.Initial Complaint
Date:10/08/2022
Type: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.
2 years ago we entered into a contract/lease for 90+ solar panels on our house. The monthly solar panel lease payment is $222.19. On Sept 7, 2022 a ***** lb palm tree fell on our roof and damaged 12 panels. At that time the home was vacant and listed for sale. On Sept 11, 2022, the solar panels were removed and the active roof leaks were repaired by our personal contractor. On Sept 20, 2022, the house went under contract for sale and the closing is scheduled for Oct 21, 2022. The sales contract states that the home is in the progress of roof and solar panel repairs. Myself, my husband and our real estate agent have collectively called customer service, the transfer department, the ****************** and the ******************* Team at least a hundred times typically getting disconnected, sent straight to voicemail or ultimately just told that there is no one available that can help. On Sept 30, 2022, *********************** called *** and apologized for all the run around and terrible customer service. She also admitted that our solar system has only been performing at 47% for the past year and we are owed $2,400+ for performance review refund. She provided two options to present to the buyer of the home: 1) replace the 12 damaged solar panels or 2) cancel the solar panel contract. The buyers decided to cancel the contract and that was relayed to ******* on Oct 2, 2022. She came back and said she made a mistake. She approved for a 12 panel cancellation not a 90+ panel account cancellation. The buyers are mad. No check was sent overnight as promised. Closing date is in 13 days. Sunrun has had exactly *********************************************************** settled. Weve only been lied to, ignored, completely disrespected, and passed from one department to another. Our financial future is literally hinging on the sale of this home and now the sales contact is at stake because of Sunruns refusal to act. We are running out of time.Business Response
Date: 10/14/2022
An Escalations Specialist contacted the customer on 10/06, compensation has been offered and accepted by the customer.Customer Answer
Date: 10/14/2022
Complaint: 18187395
I am rejecting this response because: We never got the check. Sunrun offered a one-time Appeasement Check for $3,700 to reimburse us for $2300 in underproduction (owed per the contract), $700 for our contractor to remove the roof equipment related to the terminated 12 panels, and $700 as a courtesy credit for the delays and poor experience. We have never received the compensation that was promised to be overnighted several times. All we've gotten is excuses as to why it wasn't processed or sent. ************************* called to request that we drop the complaints but she couldn't tell us why the check wasn't mailed.Business Response
Date: 10/21/2022
The Escalations Specialist spoke with the customer on 10/20 regarding the compensation.Initial Complaint
Date:10/07/2022
Type: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 is RIDICULOUS ROBBING PEOPLE BLIND . ! Every single summer I have a problem with my panels they never work I am paying double what I should be for electric between paying my 300-$600 Pseg bill for the past few months on top of the ******* to sun run every month MOST IVE EVER PAID IN MY LIFE . Having solar panels were supposed to save me money they lied to me and said that in the summer ** save the most money Im spending the most money last year they turned off the panels from July 2021 to March 2022 they kept saying I needed a piece replaced thats why they werent working meanwhile I finally got a guy to come here and all they had to do was turn them on again . They mustve turned it off when they switched from Vivint to sun run. I have called and emailed every day was told my case was escalated to a supervisor I am yet to hear back from anyone specially a supervisor . I am so sick and tired of being given the runaround and nobody doing anything about it I should not be paying anywhere near five to $800 a month for electric for a little house I paid half of that In 2020 when my whole family was home and schools were closed for Covid. And they just emailed us saying our price is going up by 2.5% so now were going to be charged even more for the energy we use from these panels. And they have destroyed my roof I have a leak in my closet because of these solar panels they refuse to take them off of my house we had to take over the lease from the previous owner I wanted nothing to do with them but if we did not take over the lease we couldnt buy the house and I want nothing more than to get rid of them because they are all lies they dont work and theyre HORRIBLE CUSTOMER SERVICE, THEY ARE LIERS , THEIFS, CRAPPY SERVICE . YOU DONT WANT SOLAR PANALS FROM SUN RUN THEY ARE THE WORSTBusiness Response
Date: 10/13/2022
An Escalation Specialist has reached out to the customer to offer compensation for their experience.Initial Complaint
Date:10/07/2022
Type: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 put down a $500 deposit in July, with the understanding that Sunrun would come out to take a look at my house, and that if I was not satisfied with the updated design I would get a complete refund of the $500 deposit. Sunrun came out, updated their design, and I wasn't satisfied with the updated design. After further discussions with the sales **** ******* I informed him by email on August 10, 2022, that I was not satisfied with the updated design and that I would like a refund. He did not answer. I followed up by email on August 26 and September 13, and he still did not answer. On Sept 20, I texted Daycen, following up on my email and again requesting a refund. He responded that day, stating that he was "not able to do it on my end," and referring me to "************." I called that number and it was an unanswered/computer line advertising some sort of cruise line service. I texted Daycen back on 9/22, informing him of this. He did not answer. On 9/23, I texted again, inquiring whether the Better Business Bureau was the way to go. He then responded, stating, "I just sent it (sic) a request to refund it." I received no refund. I texted and emailed him again today, then called the regular customer service phone number. The woman who answered, ******** sought to transfer me to Daycen once again and told me that she couldn't refund the money, since that wasn't within the "scope" of what she could do. Our call was approximately 28 minutes. She was polite, but ultimately informed me that she was passing the information along to Daycen, and she did not provide a refund or indicate that one would be forthcoming. She said Sunrun needed time to undertake its internal processes. She informed me that my "case number" is 09-088165. In my view, Sunrun has had more than enough time for its internal processes.I need my refund immediately. Thank you!Business Response
Date: 10/14/2022
The Cancellation Team is sending the refund via check. An Escalations Specialist contacted the customer to offer compensation for the delays and experience.
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