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
- 4,172 total complaints in the last 3 years.
- 1,263 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:06/27/2022
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 gave an amount of $22,000 to Sunrun to install solar panels on my roof which they did but we have not yet turn the system on and its been over 10 months
Business Response
Date: 07/01/2022
An Escalation Specialist contacted the customer on 6/28 to address concerns.Initial Complaint
Date:06/27/2022
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 signed a contract for solar install back in January and began making payments. I still do not have an install date.I would like to cancel my contract and a refund on the payments made.Business Response
Date: 07/01/2022
A Escalation Specialist has been working with the customer towards a resolution.Initial Complaint
Date:06/26/2022
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.
Sun Run had connected the eversource meter to the tenant instead of the owner. Multiple attempts have been made to contact sun run to fix the issue, but have been unsuccessful. This has been an issue for two years already and no one has yet to come fix it or contact us.Business Response
Date: 06/30/2022
An Escalations Specialist has contacted the customer for further details regarding their complaint.Customer Answer
Date: 07/01/2022
Complaint: 17485974
I am rejecting this response because:Received a call and missed it, but no voicemail was left so I did not have a callback number. And I only have 5 days to respond to the message so I'm hoping to talk again next week.
Sincerely,
*****************Business Response
Date: 07/06/2022
An escalations specialist has reached out to the customer again.Initial Complaint
Date:06/26/2022
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 signed a contract with Sunrun for Solar panels and battery back up in July of 2021. They installed the panels and battery which took them 6 months. I paid them $20,000 in February 2022. My panels started producing power in April 2022 (9 months after signing the contract) and than stopped in May 31, 2022. I am still buying 100% power from PG&E and paying PG&E **** in spite of having solar panels that no longer send power back to PG&E.Sunrun technicians are incompetent and cannot fix the electrical problems with the system. When I call Sunrun, they are giving me date to fix the problems 4 weeks away. I want them to fix my system and pay me back for PG&E **** I am paying.Business Response
Date: 07/01/2022
An Escalations Specialist contacted the customer left a voicemail and sent an email. The Specialist advised that a Performance case has been created.Initial Complaint
Date:06/26/2022
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 completed installation of our solar panels & 2 Tesla batteries on 2/25/22. Following completion, we recognized that our system was not operating correctly based on the ****************************************** After repeatedly attempting to schedule a technician, we had to email the *** of the Sunrun due to lack of response. This put us in touch with a ************************* Specialist who did get a technician out to our house on 4/20/22. The technician recognized that there was an extra component installed on the system unnecessarily that was causing our data in the Tesla ****************************** app to be inaccurate. After removing the extra component from our system, the apps seemed to be reporting accurate data. Two months later, we received our energy **** from our provider, PEC, and realized that there is additional issues. Our energy **** shows that we are pulling about the same amount of energy from the grid as we were prior to having solar ****************** installed. We realized the Enphase app is also showing problems with our energy usage. We contacted *************** directly and based on our data they confirmed that either the Enphase panel was installed incorrectly or not at all & that our batteries are set up in such a way that they should be providing plenty of power to support our home energy use throughout the night and we should not be pulling from the grid. We also contacted our energy provider, PEC, and had them test our meter. They confirmed that the meter is working properly and that the issues are with our solar installation.We emailed the Escalations/Preventions Spec. on 6/14/22 & 6/22/22 outlining all of these issues and providing email documentation from ***************. We have yet again been met by resistance from Sunrun & told that our system is functioning properly, which it is not. We are again having issues getting a technician scheduled to evaluate the problems with our system. We have already paid in full the $65K for our ***********************************Business Response
Date: 06/30/2022
An Escalation Specialist contacted the customer to address their concerns.Customer Answer
Date: 07/01/2022
Complaint: 17485040
I am rejecting this response because:The problem we are encountering is that our system is not functioning properly. In order to resolve the issue, Sunrun needs to send a technician out to our house to assess the problem(s) & to finish installing and/or correct the system setup so that it can function properly. We are still awaiting someone to contact us in regards to scheduling a technician. The system continues to not function properly. It has been over 3 months now that our system has been live and it still is not working correctly. Having someone contact us from the resolution department (who weve already been in communications with) does not SOLVE any of these issues.
Sincerely,
***********************Business Response
Date: 07/06/2022
As the system is operating as expected we are working towards waiving the Healthy System Inspection fee.Customer Answer
Date: 07/09/2022
Complaint: 17485040
I am rejecting this response because:There has been zero effort to fix the installation of our system despite the ample documentation that I have provided showing that it is not functioning as intended. The system is NOT working as intended (we continue to pull our power from the power grid and not from the panels installed by Sunrun) and there has not been an appointment scheduled to have the system fixed. The Escalations & Prevention Specialist working on our case has stopped responding to my emails & phone calls - I have not heard back in a week & a half despite multiple efforts. There continues to be no resolution or attempt to resolve our improperly installed system.
Sincerely,
***********************Initial Complaint
Date:06/25/2022
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 chose to lease solar panels from Sunrun back in June 2021. In ******, ** where we live, Sunrun is partnered with Freedom Forever who handles the installation for them. I got my panels installed on July 27th with a promise that they would be up and running by mid-August - early September. However, there is an issue with some components of the system and they are still not up and running. Nobody has been able to tell me what the actual issue is with the system. Each time I asked I received a different answer. I would call to ask what the status was with a replacement part or what the next step was and they would "schedule" a technician to come out and investigate. On multiple occasions, the technicians would show up late or without notice which is incredibly inconvenient for any family.Month after month when I would call Sunrun or Freedom Forever they would give me the same response. That they had a deadline for the end of the month and that I would be getting email updates on the status changes on our project.It has been almost a year since the commencement of installation which has still not been completed.I have the names of multiple managers and emails that I sent which were never responded to. Feb 22, 2022 phone call: Complaint ticket number ******. Was told on that date that we would be getting an email or phone call regarding what the next step would be. That fell flat.Feb 28, 2022 phone call: High priority ticket number ******. Was told that no one had sent out a ticket number and there was no internal message sent regarding our issue but they would be sending one out that day. Also fell flat.May 26, 2022 phone call: Spoke with a representative, told us that we had moved up to an escalated case and that someone would be reaching out to us that day. Also fell flat.This has been one of the worst customer service experiences that I have ever been a part of.Business Response
Date: 06/30/2022
An Escalations Specialist requested an update from the installation partner for the customer.Initial Complaint
Date:06/24/2022
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 am writing this letter regarding a service I received from Sunrun Solar.Solar panels installed the first week of March 2022. It is now Jun 23, 2022 and they are still not up and running. I have contacted the company on May 4th by email and did not receive a response. I called on May 13th and they told me they were working on it as of 5/4/22 (my email date). They told me they were waiting for an affidavit from an inspector who was here mid March. Called back on 5/31/22 and was told they were still waiting for the affidavit. May 15th someone came out and took pictures. Said they would be in touch soon. Called again today 6/23/22 and asked to speak with a supervisor. I was told there was none available. I gave them two weeks to get my service up and running, or removed. ******** (the rep I spoke with) said that they could not removed them. Poor communication on Sunrun's part. It should not take four months to get a system up and running when it was installed in one day.Business Response
Date: 06/30/2022
An Escalations Specialist has requested an update from the installation partner on the solar project.Customer Answer
Date: 07/01/2022
Complaint: 17469090
I am rejecting this response because: Until the work is completed I will keep the complaint open.
Sincerely,
*****************************Business Response
Date: 07/06/2022
The installation partner confirmed that they are providing required documentation to the utility company in order to receive permission to activate the system.Customer Answer
Date: 07/09/2022
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:06/24/2022
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.
On June 14 one of Sunrun vehicles backed into my parked car. The driver only had a number to give me to get insurance information. I have called that number only to be told I will get a call back or to be given another number. It has been over two weeks and I still can not get proper information to have my car fixed.Business Response
Date: 06/29/2022
The Escalations team contacted the customer on 6/29 to gain additional information in order to better assist.Initial Complaint
Date:06/24/2022
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 purchased two different solar systems from Sungevity.Sungevity was a very goo company. They dissolved the company.Both contracts are still in force.The contract now both reside with SUNRUN.Of the past 24 months 17 of those months produced 0 amount of solar power and SUNRUN is COMPLETELY unresponsive EVEN though they purchased the contracts.I would not use SUNRUN for ANY solar projects as they dont care about your production.Business Response
Date: 06/29/2022
An Escalation Specialist contacted the customer on 6/27 to address their concerns. The Performance team will reach out within 2-4 business days.Initial Complaint
Date:06/24/2022
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 originally made a formal complaint to Vivint Solar for fraudulent salesman info but it went nowhere and no one responded. He guaranteed me my electric charges would be less because their rates are less. He didnt make it clear I would be charged for all the electricity I produced, not just what I used. He also did not disclose it was a 25 year contract.Sunrun took over Vivint and it is worse and I want my solar panels removed and out of my contract with no charge to me. Sunrun told me my solar hasnt been working for at least two months. I was wondering why my PG&E overflow charge was so much. Yet they have charged me for those two months- approximately $190 for *** and $220 for ***** They said they need to replace a part. I told them I wanted to be refunded for those two months. They said once they fixed it then I can work on getting refunded. I dont have a fixit date- I think they have forgotten about me and I dont trust that I am going to be refunded. As far as I am concerned, this is fraud. I want to be refunded, the contract canceled and the panels removed with no cost to me and any holes left in my roof by their panels to be repaired.Please help me out and I would appreciate info regarding where my complaint is progressing.A few years ago I was scammed and lost my lifes saving of almost a quarter of a million dollars. I made half a dozen very detailed *** reports and never heard a word. It turns out another woman lost more than I did to this same scammer, she made an *** report and also never heard a thing. Is it possible to also make a BBB complaint for that, or is the *** out of your reach?Please dont let me down about Sunrun. This has been exceedingly frustrating for me.Thank you *****Business Response
Date: 06/29/2022
A Escalation and Prevention Specialist is working with the customer and has created a Field Performance case to better assist.Customer Answer
Date: 06/30/2022
Complaint: 17476184
I am rejecting this response because:They offered me $650 to resolve this. I rejected this as I have already been billed over $400 for the 2 months they admit my solar hasnt been working. My PG&E **** last month, while my solar wasnt working, so I was relying totally on PG&E was $70. My PG&E bills for the last year have been about this much, which makes me believe my solar actually hasnt been working for over a year. I contacted PG&E to get a record of my bills for the past 2 years to pinpoint how long my solar hasnt been working. I told the company I need to look at them before I can give them a resolution price. Also, if I get billed again for my solar while it still hasnt been fixed, I will make a new report to the BBB for fraud.I also told them that alternatively, they could remove my solar panels and repair any roof holes at their expense and cancel my contract.
Sincerely,
*****
***********************Business Response
Date: 07/06/2022
The customer has sent the Escalation Specialist utility bills for review, in order to work towards a reasonable resolution.
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