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
https://www.sunrun.com/go-solar-center/solar-articles/troubleshooting-your-solar-backup-battery-guide Save Custom Text
Complaints
This profile includes complaints for Sunrun, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4,123 total complaints in the last 3 years.
- 1,275 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:07/29/2022
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.
Vivint Solar installed solar panels on my house on 2016 on set on the east side of the house and another set on the southwest of the house. when they were installed I was not shown/or told where they were to be installed, when I got home the panels were installed. I have always had to pay SDG&E except for 0ne or two months out of the year.February of this year I Had some solar companies review my panels and that's when I found out that the panels on the Southeast of the house were not really producing because of a Mango tree (which has been there since before I bought the house in 2014) those panels have been shaded by the tree. I've been trying to have SunRun (Vivint was sold to SunRun) to correct this issue and even one of their salesperson, ***************************, was there to up sell and install another set of panels. ****** agrees the shade is not allowing the panels to produce to the full potential of the panels. at this time, I found out I had to replace the roof and had the panels removed to that the new roof could be installed. this was June 14, 2022. ****** told us they would try to have the city permit be revised (for the upgrade) and have the panels moved to the east side of the house that was a month ago, . but SunRun has declined the changes. Now I'm trying to get the fees I'm being charged since June 14 and they are telling me only a partial charge of $75 could be reimbursed. They were supposed to have the panels installed today, July 29 and nobody showed up, so I called SunRun and was told it had been cancelled and nobody bother to let me know. they are telling me they can't send anyone out to the house until 8/10/2022. I have spent many hours talking to them, being transferred to wrong departments and nobody has been able to address any of my concerns. I would like to have the panels on the Southwest of the house to be moved to the East side of the house as they should and be reimbursed all the charges SunRun has charged me since June 14, 2022.
Business Response
Date: 08/05/2022
The Field Performance team is further reviewing the request for system redesign. An Escalations Specialist contacted the customer to offer compensation.Initial Complaint
Date:07/29/2022
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 a sales agent, *********************, we then agreed upon a lower rate which he had the company send me an updated contract to sign. I signed it using docusign On November 30, 2021. I assumed all was goof and did not pay attention after that to amount. When the solar was finally installed and I received my first bill in in May or June of 2022 and discovered that I was being charged based off of the first agreement rather than the 2nd lower rate, I immediately contacted Sunrun Solar with my issue. I was told I needed to show proof. I showed text messages between both my girlfriend/me and the sales agent where we had agreed upon the lower rate and even sent the contract they had sent me to sign. They are now telling me that even though I have proven the sales agent and I agreed upon the lower rate. In both text messages and with the contract that I signed, apparently after I signed the contract their sales agent never signed and it was voided out. so it in their opinion was not valid and they will not honor the lower agreed upon rate. While the monthly bill is only a few dollars in the beginning, over 25 years with increases it will be several thousand dollars more in payments. The agreed upon rate was $127.40. The rate I am being charged is $131.84 which was the first rate I had agreed to. It seems to me to be very fraudulent for them to offer me a rate, have me sign it, and then never follow through with it on their end and pretend it never happened. Then call it voided and not honor it. All I want is the be paying the lower rate that I was offered which in the end is ******* per kwh less. I just feel it very deceptive business practice to have their sales agent agree to a lower rate, send a customer a contract to sign, and allow a customer to think they have entered into a lower priced contract and then not honor it. It feels like a bait and switch or something but very dishonest business dealing to do this to a customer.Business Response
Date: 08/05/2022
An escalations specialist will contact the customer on or before 08/10.Customer Answer
Date: 08/06/2022
Complaint: 17643021
I am rejecting this response because: Telling me an escalation specialist is going to contact me changes nothing and tells me nothing of whether or not they are going to honor the lower rate.
Sincerely,
*************************Business Response
Date: 08/17/2022
An escalations specialist has reached out to the customer via email and will work with them to address their concerns.Initial Complaint
Date:07/29/2022
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 does not respond at all to the customer inquiry. The company is riddled with delays and customer service is not existent. People are better off finding another solar system because you are set to be dissatisfied with this one. Still waiting for a call back for over two months.Business Response
Date: 08/04/2022
An Escalations Specialist contacted the Sales Representative and requested that they contact the customer by August 5th.Initial Complaint
Date:07/28/2022
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.
Solar panels were installed and came online in July of 2021. The very first bill we already noticed that it was not producing what it was supposed to and we were still paying an electric bill to HECO on top of the lease of the panels. Gave it another month to see if would balance out but electric bill got even higher. Contacted SunRun who sent an agent out a few days later. The agent knew nothing about our newer type of equipment and said would send another agent out the following week. Waited 2 weeks no one came. Called SunRun to inquire and was told no appointment was ever scheduled, so I then scheduled it. Had to take time off work to be available and no one showed up. Called again and had it rescheduled. Came and supposedly "fixed" the problem but my electric bill just kept going up all the while I am paying the lease for solar panels that are not working properly. My electric bill was as high as it was prior to installing panels. Assigned a case manager who said will get reimbursed the difference from what it was producing prorated to when the event started but only 30 days after the issue was resolved and case closed. Almost 1 year later and multiple technicians to "fix" a multitude of issues that arose the case has finally closed and we have a document to sign for our reimbursement. In order to get our monies back on their faulty equipment I have to release any and all liabilities whether known or unknown for the remainder of our system (which still has 24 years to pay off) from any further claims on future events. How is that even legal? To have me sign away any rights to any further issues that *** arise over the course of the next 24 years. It is not my fault their equipment was not working properly from DAY ONE. And for the case manager to reassure us over the course of the year we would get our monies back once resolved only to now see that I forfeit ANY rights moving forward is appalling. I have left her many emails and voicemails with no response. HelpBusiness Response
Date: 08/04/2022
An Escalation Specialist contacted the customer to discuss compensation regarding performance delays.Customer Answer
Date: 08/05/2022
Complaint: 17640217
I am rejecting this response because:We received an email from the business and called for clarification. No answer and no call back.
Sincerely,
*************************Business Response
Date: 08/09/2022
The Escalation Specialist has requested they schedule a call in order to ensure contact.Customer Answer
Date: 08/11/2022
Complaint: 17640217
I am rejecting this response because:waiting for a call to discuss the current issues.
Sincerely,
*************************Initial Complaint
Date:07/28/2022
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 am leasing solar panels with a contract from Vivant Solar. I pulled up my account because my electric **** has been increasing. My solar is not working. I called SunRun that has the contract now and for a couple weeks I have attempted to get a servicer out to see what is happening. I called again today and was informed that they do not have anyone available in my area (***** County, **) to come out. They told me that they hope to hire additional people and may be able to get someone out in a few weeks. I have been paying a lease payment of $54 a month and their system is not working and they cant even trouble shoot it. What am I paying for?????Business Response
Date: 08/04/2022
The customer was contacted by an Escalation Specialist who offered compensation for appointment delays.Initial Complaint
Date:07/28/2022
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.
Have had multiple issues with lack of professionalism, no walk-throughs of work done, equipment left in my yard, no PPE mask for inside my house (had to provide to the worker) and they left messes every time they were here. On top of that, a portion of the panels were installed on my top roof (I have 2 separate roofs) and that roof was never inspected on the inside/panels placed where I explicitly did not want. My solar panels are installed and now I can't get a clear response on when they will be activated. I have attempted to email my rep and even tried live chat on Sunrun's website and was not given contacts to escalate. Account # ************Business Response
Date: 08/04/2022
An Escalations Specialist contacted the installation partner for an update on the project and offered compensation to the customer for the experience.Initial Complaint
Date:07/28/2022
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.
My Solar Panels provide me with the most energy during the summer months. Unfortunately my Solar Panels have not been working since the beginning of June. SunRun has not been effective in fixing my Solar Panels. Instead theyve been constantly canceling my appointments to fix the equipment while still charging me in the process. I am also being charged high energy bills from ConEd because I do not have Solar Energy. This is a huge financial burden for me and theyre telling me they do not know when they can fix it. I need help ASAP.Business Response
Date: 08/04/2022
An Escalations Specialist contacted the customer to offer compensation. The Field Performance Escalations team is working to expedite service.Initial Complaint
Date:07/28/2022
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've recently installed a solar system by sunrun. During the consultation and closing, I was told that I would produce approximately 63% of my energy needs through solar. The system has been up and running for a couple of months now and I am producing less than 25% of my solar needs. I have called and spent hours on the phone with the customer service team over six conversations, I have spent hours with different representatives in the sunrun chat and have taken 2 days off work for technicians to come and look at my system. I was told today that the system is operating fine but there's simply too much shade and that the trees needed to be removed. 1-these trees were there during the consultation and #2-the trees in question are not mine, they are my neighbors.I'd like a discount of 80% to compensate for the energy discrepancy or to remove and disconnect the systemBusiness Response
Date: 08/04/2022
An Escalation Specialist contacted the customer to discuss and determine resolution offers.Initial Complaint
Date:07/28/2022
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 my home in December of 2018. At that time a solar system by Sunrun was in the home, fully paid, and the system transferred to me. In January of 2022 I noticed a red light on the system and called Sunrun and they told me it was nothing and everything was working. In May/June of 2022 I noticed that part of the equipment appeared as if something was falling out of it, creating a hazardous situation. I contacted Sunrun several times about this. They told me someone will contact me in a few days but no one ever did. I finally got someone to help me on 6/13/22 and he set up an appointment for a technician to come out. The technician came out on 6/18/22 and told me that the battery was a recalled battery (Sunrun never notified me of this) and the battery was expanding inside and the red light was an indication of the battery malfunctioning. The technician disconnected the battery from the system. He told me Sunrun will contact me and set up an appointment to replace the battery. As of today, no one from Sunrun has contacted me. I have called Sunrun several times to see when they will replace the battery. I have emailed and called their supervisor, *******************, several times and she has never called me back and she has never responded to my emails. Sunrun was paid long time ago for this system, but now I am out of a working solar system, I receive no solar energy during nighttime and I have to purchase electricity from the electric company even though Sunrun has received full payment for this system. They are making no effort to remedy the situation. People should be warned about the poor customer service this company provides.Business Response
Date: 08/04/2022
An Escalation Specialist has contacted the customer and informed him that we're waiting on inventory to schedule the appointment.Initial Complaint
Date:07/28/2022
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.
*************************** speaking for my father *************************** regarding Sunrun.Sunrun has no authorization whatsoever at anytime to deduct money from my fathers bank account. They have taken money from his account monthly since 3/2021 without permission to pay for a solar setup. The solar setup never worked, not even for one day. They even came and removed the panels a few months ago and continue to deduct money from his account. I have a ms **** document with the dates and amounts and other details. The fact is that they are illegally taking money from my dads bank account and they need to give him a full and complete refund immediately. The total amount they owe him is $5,681.30. They can either refund it back to his bank account or send him a check. This is not negotiable and I find this to be outright fraudulent. I have contacted them a few times via email at their request and I feel that they are not taking this matter seriously and I have had no follow *** from anyone at Sunrun. I was issued a case number which is ********. This may be difficult for them to handle as we were never customers of Sunrun. I do expect a full refund to my father ***************************.Business Response
Date: 08/04/2022
An Escalations Specialist will contact the customer on or before 8/5/2022Customer Answer
Date: 08/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this start towards resolution is satisfactory to me. We will have a phone meeting next week to discuss the matter.Once the matter is completely resolved, I will be satisfied.
Sincerely,
***************************
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