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.

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

  
• 

  SunRun Inc.

  10 New Maple Ave Pine Brook, NJ 07058-8804

  
• 

  Steve The Solar Guy

  6 Swan Rd Smithfield, RI 02917-1605

• 

  Sunrun, Inc.

  225 N Route 303 Ste 101 Congers, NY 10920-3001

  
• 

  Sunrun Inc

  1550 Magnolia Ave Corona, CA 92879-2094

  

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:10/10/2024

  Type:Billing 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.

  *********** tells how much energy I use each month and Sunrun tells how much I produce but the system is not communicating with duke so I am being charged a full bull from *********** and not getting credit for solar produced except April of 2024 the month the system was turned on. After April I was charged as if I have no solar energy being produced. Sunrun says its because I am using more than expected but when the system was not working at all I knew around how much I was using. If I were getting credit for what was being produced the dip in april would not have been so dramatic and there would be evidence in the months after that some power was being offset by what was produced. It is not I asked to have someone come out and check the system as its not communicating with Duke they are supposed to monitor and maintain the system. They refused unless I paid them $614. My system is not working like it was in April I get 0 credit for energy produced by the panels

  

  Business Response

  Date: 10/15/2024

  An Escalations Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22407820
  
  I am rejecting this response because: they emailed me to ask for copies of my electric bills even though they already have a years worth which I have already sent them.  They emailed me this on Friday I have not even had time to redownload another years worth of electric bills much less speak with anyone.  They claimed to call me but when I answered the phone nobody answered no matter how many times I said hello so I hung up they did not attempt to call again. I will not be satisfied with the business until after we talk an they explain how I produce energy but get no credit for it. I am available at home after 6 Monday thru Friday and they can call me then if they would like to retrieve the years worth of bills I submitted a couple months ago
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 10/21/2024

  An Escalations Expert will contact the customer by 10/22 

• Initial Complaint

  Date:10/10/2024

  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 Sunrun solar panels for about 10 years, I have a contract with Sunrun remove and replace the panels because I needed a new roof. The roof was replaced in July 2024. It is now October and the panels are still sitting in my garage, In addition, my current PSEG bill is $362.61. Prior to removing the panels, my PSEG bill was around $30.00. I want Sunrun to be responsible for paying that $362.61 and reinstall the panels immediately. The case manager, ******** ****** is rude and has NO customer skills. I am a very unhappy consumer.

  

  Business Response

  Date: 10/11/2024

  An Escalations Expert reached out to the customer via email on October 11th, 2024. 

• Initial Complaint

  Date:10/10/2024

  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.

  My complaint is that early this year, we had to have work done on our roof, which required us get our solar panels removed. In June, we notified SunRun that we are ready to reinstall our panels. Its now October, and the panels are still sitting in our backyard. We have been given the runaround multiple times, yet nobody can tell us when they will be able to schedule the reinstallation or why it is taking so long. We have spent literally hours on the phone trying to reach someone to help us. And all the while, we are without solar power. This is the worst customer experience of my life. To top it off, they charge an exorbitant fee for this service, which they do not permit you to outsource. At this point, we want specific performance of reinstalling the panels, and we want all fees waived.

  

  Business Response

  Date: 10/15/2024

  An Escalations Specialist has been in contact with the customer since 8/30.

• Initial Complaint

  Date:10/10/2024

  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 installed a bad communication board on my solar system. The communication board was stop working since 7/13/2024, after just 8 months in service. I contacted Sunrun to get the board replaced, and after many many times contacting them for 2 1/2 months, they finally sent a technician out to replaced the board on 9/23/2024. However, when the technician came to our house, he said they gave him the wrong part, and he need to come back later when he gets the correct part. Since then, I never hear from them again. I tried to contact them many times to see when they are going to fix the board, but I got no answers at all. The Case Manager, her name is ***** ******, never answer the phone or return my voicemail. I kept calling her and left message but never get a call back. It has been almost 3 months since the board went out, all the solar production from the past 3 months has been wasted. I just need to get the board replaced as soon as possible, but Sunrun does not seem to care at all. At point, I really don't know what else to do other than filing a complaint here. All I want is getting the communication board replaced, but it seems like it is not going to happen anytime soon. I hope someone higher up at Sunrun see this complaint and a have a talk with the Case Manager.

  

  Business Response

  Date: 10/10/2024

  An Escalations Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22405038
  
  I am rejecting this response because:  even I was contacted by the escalation expert, however Sunrun respond was "Waiting for Inventory".  It is exactly one week now and I still not hearing back from Sunrun at all.  I want Sunrun to tell me exactly when they will replace my communication board.  As I said in my initial complaint, it was more than 3 months now and all I hear from Sunrun is waiting and waiting.
  
  Sincerely,
  
  **** ***

  

  Business Response

  Date: 10/21/2024

  An Escalations Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22405038
  
  I am rejecting this response because:  After more than two weeks, the only answer I got from Sunrun is: Waiting, and waiting.  Sunrun can't give me a simple answer on when they are going to fix my issue.

  This is very frustrated.  It takes Sunrun longer to replace a simple communication board than the time from I when I signed the contract with them, applying for permits, installing the solar systems and getting the systems activated.

  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:10/09/2024

  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 been in continuous communication withsunrun for equipment removal and reinstall for the past three months so that my roof can be replaced via ******************* The project has been approved and checks issued. I spoke with project manager at sunrun and she said she was waiting to hear from her permit team. After three weeks I called and emailed and heard the same song and dance.I then called the village to see what the delay was issuing the work permit? The clerk informed me that they didn't have a request from sunrun on file.On 10/07/2024 I spoke withe project manager expressing my concerns with the continuous delay, I expressed the soon approaching rainy season. The response was to give me the third option of having a third party do the removal/ reinstall, which I then informed her that the contract expressly states that anyone other than sunrun technicians working on the equipment will void the lifetime warranty of the entire unit. I was then told that the project manager will reach out to the aforementioned permit team and she would be in contact as soon as they contacted her back. After ,researching sunrun complaints and pending legal issues in **********, finding similar methods of stall tactics I decided that enough is enough and here I am. I am hopeful that your organization will help me resolve this situation.

  

  Business Response

  Date: 10/14/2024

  An Escalations Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:10/09/2024

  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.

  Sunrun Solar installed solar panels on my home in OCT of 2022. In February of 2024, I had a leak that Sun deemed their fault. In March of 2024, they uninstalled the solar panels. Sunrun has uninstalled the panels from March 2024 until August 2024.During that process, I was forced to call out of work for an appointment to receive an estimate on multiple occasions to no avail. Every estimate was returned to the subcontractor to receive more information or to hire a different subcontractor. During that process, I also paid for the Solar panels loan, and my electric bill was extremely high, especially during the summer months. I had asked about the refunds for calling out of work and losing pay, paying for a product I could not use due to Sunrun damaging my roof, uninstalling my panels, and my high electric bill from using my solar panels. The agent, ******** ******, informed me that once the panels are installed, I can call customer service and put in a claim to be reimbursed for lost time at work, payments for the panels that could not be used because of a Sunrun installation that damaged my roof and the high electric bill. I had put in a case with Sunrun Solar in Sept of 2024. Two weeks later after no call back, I called again. The customer service agent had said the claims team had not taken care of the case and was not able to get in contact with them. The customer service agent offered me 450 dollars to close the case. She claimed that this is what they can offer me. I politely said that does not cover the loan, not the 680-dollar eclectic bill that I received. I asked the agent to have the case put in for the claim agent to call me back. I still have not been able to resolve the claim nor has anyone been in contact with me.

  

  Business Response

  Date: 10/16/2024

  The customer has been notified by email and via a call that his case is pending resolution. The customer has scheduled a call for Oct. 16th from 1to 1:45 PM to discuss a resolution.

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22400851
  
  I am rejecting this response because: The escalation expert set an appointment with me on Wednesday the 16th at 3:00 pm. On Wednesday another agent contacted me on her behalf and rescheduled for the next day., To no avail, no one contacted me and the Appt never happened with no resolution. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 10/22/2024

  The complainant has come to an agreement as of 10/22/2024 after discussion on system lost calculation and education on how to maximize the benefit of living with solar. 

  Customer Answer

  Date: 10/28/2024

  Better Business Bureau:

  I want to be clear; The young women who took this complaint was very courteous and just works for a very bad company.
  
  I have no choice in the matter to accept their check. However, I am accepting this check with great hesitation. The Sunrun Solar company should be investigated with the upmost prejudice. The company makes deals with consumers on false pretenses and locks them into contracts without any remorse or regard for the consumer by not thoroughly explaining the deals of the contract. I will be writing a letter to the New Jersey Division of Consumer affairs about my entire operation dealing with the Sunrun Solar Company since the very beginning. This is a company that should not be in business with Solar. As I stated to the customer service agent, the only reason they are contacting me is I put a complain in with the BBB.  ************* conducts business with the every day worker and will do everything they can for their means to justify their ends at the consumers expense. The Sunrun Company can not even provide the necessary information that is required for the state of ********** for the consumer to receive their state tax benefit
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:10/09/2024

  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.

  My SunRun Solar system has not worked probably over the last year. I keep bringing to their attention. They came out a couple of months ago and stated that something was not working and they will order another one and replace it. They still have not replaced it. They made an appoint to come out and replaced, then cancelled it and reschedule. Meanwhile my *** bill is over $4,000 for the year. This is the highest it has ever been in the 20 years I have lived here even without solar. I would the problem fix and be reimbursed for me *** bill.

  

  Business Response

  Date: 10/10/2024

  An Escalations Expert reached out to the customer via email on October 10, 2024. 

  Customer Answer

  Date: 10/22/2024

  Hello

  Sunrun has still not resolved my issue. What is the next step?

  

  Business Response

  Date: 10/23/2024

  An Escalations Expert has been in contact with the customer since October 11th, 2024, and has provided an explanation for her concerns and a resolution. 

• Initial Complaint

  Date:10/08/2024

  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.

  In the summer of 2021, while visiting a ****** store, we scheduled an appointment with Sunrun to purchase and install a solar system for our home. The installation was completed in the first quarter of 2022. Early this year, 2024, we had a lot of rain and noticed our roof was leaking. We were getting ready to change the carpet on our second floor and noticed the water on the floor, coming through a wall in our master bathroom. We had experienced a lot of rain prior to Sunrun's solar system installation without any issues. We contacted our insurance company to inspect. Their inspector came and took many photos of our roof. The evidence showed that whoever installed our solar system left our roof damaged and exposed. We contacted Sunrun and they sent their own inspectors, twice, and they confirmed the same. They opened a claim and since then, Sunrun has sent three different roofing companies to assess and repair our roof, but to date, our roof is still damaged and exposed to the next rainy season. It's been over eight months now and nothing as been done. The last communication from Sunrun said that they needed to access our attic to assess the damage. The last roofing company they sent went up the attic to assess. All we want is for Sunrun to fix our roof.

  

  Business Response

  Date: 10/11/2024

  An Escalations Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22399382
  
  I am rejecting this response because: Escalating our case means absolutely nothing. They reached out saying we were assigned a new case representative. This is now the third in house representative they've assigned to us.

  They further stated that the last roofing company they sent to "investigate" was denied access to our attic. This is not true. **** Roofing gained access to our attic. If they need to go back into our attic, they can access it at any time.  This is just another delay tactic.

  Please see our email correspondence in which they specifically say they completed their investigation and have pictures from back in May 2024.  Since then, they've sent at least three different roofing companies but nothing has been done. Our roof is still damaged and exposed.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 10/22/2024

  **** Roofing updated us on 9/6/2024 that the homeowner did not allow access into the attic to complete the inspection.  The homeowner responded to my email on 10/21/24 to advise we can proceed to have **** come back out to complete the investigation.  ****** Roofing has been re-dispatched and will contact the homeowner to confirm schedule.

  Customer Answer

  Date: 11/05/2024

  Regarding complaint ********, I just had a knee replacement on 10/29/24 and prior to that, I was busy with doctor's appointments in preparation for me operation. This case is still not remedied. Sunrun sent Try Roofing to inspect the attic and now they want to send yet another roofing company because **************** found other leaks, which make sense. This is the 5th inspection Sunrun has dispatched to my house. Please open this case again as nothing has been done to fix my roof. Thank you.

  

  Business Response

  Date: 11/05/2024

  The customer has been informed we must send another ******* for an estimate due to leak inspection discrepancies.  This will be the third ******* we send for an estimate as the we are unable to utilize one of the *******s. An Escalations & Prevention specialist is in communication with the customer and keeping them informed.  The customer has the contact details for the Escalations & Prevention specialist if they have any additional questions or concerns.

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22399382
  
  I am rejecting this response because:

  After sending a fifth roof inspector just over a week ago, Sunrun is now saying they need to send yet another roofing company to inspect our roof. Please see email thread attached.

  They have not approved fixing our roof. This is just another delay tactic and our roof remains damaged and exposed to further damage.

  This is unacceptable.

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

• Initial Complaint

  Date:10/08/2024

  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.

  My elderly mother has been waiting nearly a year for the SunRun company to do the right thing and repair her leaking roof. They have done nothing but give her a runaround. They sent several contractors who provided quotes, but SunRun would not accept any of them. They finally agreed to repair one side of the roof but said the rest of the roof was fine. After finally getting this work done, they made an appt to come and reinstall the solar panels. Now, after all of this time, she is being told they can't reinstall the panels because the whole roof needs to be repaired. Nothing but lies & shoddiness from this company and now more runaround! But they sure still send her a bill for services every month! These are disgusting business practices designed to scam a poor old woman!

  

  Business Response

  Date: 10/09/2024

  An Escalations Expert contacted the customer regarding their concerns.

• Initial Complaint

  Date:10/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a lease agreement for solar panels on my property (roof) July 5th 2023. The panels were installed and turned on October 2023, since the installation the system has under performed (I have emails with the company stating so as well) and there has been roof damage from the installation of the panels (I have emails stating it is from the installation of the panels) I have voicemails from them stating they take full responsibility to repair the damages and to adjust my agreement with them to reflect what the panels are actually producing. Since June of 2024 I have no recieved one call or email in return from them. They have completely ghosted me. I have called weekly and everyone states they cannot speak to me about my case it can only be the case a manager ******* *******, her email is ************************************** and her direct # ************

  

  Business Response

  Date: 10/14/2024

  The Legal Escalations Team has been in contact with the customer as of 7/3

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22394696
  
  I am rejecting this response because: they did not contact me on 7/3 with any resolution. I have reached out to them numerous times via phone and via email with no responses from their legal team. I have not heard from SunRun since June. 
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 10/16/2024

  The Legal Escalations Team is further investigating the concern and will contact the customer within 1-2 business days

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22394696
  
  I am rejecting this response because, yes, they have made contact with me, thats a start, considering the 4 month hiatus. But still no issues have been resolved (roof repair and solar panel deficiencies). They appear to want to make things right but as of right now that is just words.  
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 10/21/2024

  The Legal Escalations Team has been in contact with the customer as of 10/16