Business Profile

Solar Energy Equipment Dealers

Sunrun, Inc.

BBB Accredited Business A+Rated by BBB

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

4,135 total complaints in the last 3 years.
1,274 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/25/2022
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 started the process of obtaining solar on my home some time in November of 2021. The solar panels and inverter were installed on December 28th, 2021. I was already aware that my home needed a main electrical panel upgrade, and that it would take some time to have that done. I did not know that I would have to wait until May 16th, 2021 to have that done, and I had to continually reach out to them to ensure that the process was in motion. They did however hold payments during that time so that I was not paying both the loan and the electricity ****. Once the panel was upgraded, it then took them another week to get a crew out to hook everything up because they changed the plans without notifying me. Finally, when all that was done, they took another two weeks to contact the city I live in to come out and conduct the final inspection. It has now been over a month since final inspection, which passed, and I still do not have permission to operate from Southern California ****** (***). I have already been in contact with *** and they still do not have the application submitted by SunRun. During all of this time I have had little to no communication from several people from SunRun. The only way I hear from someone is if I send them an email, and all they say is that they will look into it and get back to me. I never hear back from them unless I send them an email. I am now paying both my loan payment for the solar, as well as my electricity payment, which is getting expensive due to the heat. I want them to do their job and get my solar operational, and re-imburse me for the loan payments I have made as well as the *** bills I have had to make. Please contact me for any further information.
Business Response
Date: 08/01/2022
An Escalations Specialist contacted the installation branch for an update, and also contacted the customer to go over compensation.
Initial Complaint
Date:07/25/2022
Type:Order 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.
I been with Sunrun for 3.5 years for Solar energy. Every year on PG&E June statement I go over my True-up cost with Sunrun and they have reimbursed me for my true-up cost in the past due to lack of production. This was due to lack of adequate panel which does not meet the power usage requirement. We signed the agreement back in 2018. This year they are trying to play hardball and not reimburse my true up cost since the had to add a new system to meet the agreement of 99% of usage and utilization. Although the added more panels and new system which has improved and increased energy production it does not negate the fact that both systems were not working during the high producing months which cost me $1683 (July to October 2021). My total true up is $1995 which the current account manager ******************* is dismissing and stating that they had previously paid. This is not true since I send her proof of the letter they provided last December 2021 sent by ********************* that covered 2021 and not 2022. Furthermore, I should not have a bill with a true-up cost of $1995 from PG&E, this is not what I signed up for. They Owe me and they need to pay me, they are in violation of the agreement. If they do not want to make me whole in the amount of $1995 then I ask to have them remove their panels off my property.Sincerely,*************************
Business Response
Date: 08/01/2022
An escalations specialist will contact the customer on or before 08/05.
Customer Answer
Date: 08/02/2022

Complaint: 17621579

I am rejecting this response because: My case has been sent escalation every time at least 4 times and they
informed my that my account manager who has yet to call me to discuss will handle it. I have mention her name ******************* in my complaint
she does not know how to look at information and evidence provided to her and continues to repeat the same response in her email. She apparently lacks the qualifications to be able to decipher evidence provided to her. This need to be addressed by higher management.

Sincerely,

*************************
Business Response
Date: 10/10/2022
The customer was compensated for the time their system was down.
Customer Answer
Date: 10/10/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:07/25/2022
Type:Order 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.
I moved into a new house and had a solar PPA agreement transferred to me. I submitted the deed and documents stating that the seller of the house would be doing a formal rent back until June 14, 2022 and the sale documents clearly state that the seller is responsible for all utilities until that time. I have written several emails to *********************** and the SunRun transfer team about this and was assured it would all be addressed. I received my first **** for $182.42 for June 2, 2022-June 30,2022 which was due on July 21, 2022. I was told by the transfer representative that the manager said they could not adjust the dates, that I should reach out to the seller to pay me back. SunRun should reach out to the old owner directly and send them the **** for the time they occupied the house and send me an adjusted **** for June 15-June 30 so that I only pay for electricity generated while I was the owner/possessor of the house. I have spoke with the transfer team on several occasions with no resolution which is why I'm reaching out to the BBB.
Business Response
Date: 08/01/2022
An Escalations Specialist spoke to the customer on 2/26 and came to a billing credit resolution.
Customer Answer
Date: 08/01/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:07/25/2022
Type:Order 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.
I have a 20 year contract with Sunrun solar company .The contract was signed in 09/2016 and the completion date of the installation was on 03/10/2017. On 11/26/2021 the panels were removed because I was getting a new roof installed , the roof was completed in early December of 2022. I have to pay a removal and storage fee of $499.00 to Sunrun for the removaland storage , which their idea of storage is in my backyard , I thought they were storing them somewhere else. Anyway , I was told on the phone in December by Sunrun that they would call me with a date to have the panels put back on in late January of 2022, that was the soonest they could put them back as manpower was limited. Since then I have been told that parts were needed to put them back on and they had to be ordered. I was told that Fusion solar , another solar company was their partner company and they would be doing the reinstall. It has been call after call since January of 2022 , with the same thing, they are waiting for the parts and they are sorry for the delay. Then 3 weeks ago I spoke to ********************* from Sunrun , he is a Performance case manager there, I had been talking to him for months and he said that Sunrun switched the company they were ordering parts from because it was taking too long. He said he was told from the new company that it would take 2 weeks for the part to come in . It is now going on almost 4 weeks and not even a call from ***** on what the hold up is. The issue is in addition to the panels being in my backyard since November, we are in July and I am not getting the benefit of the solar energy , so my electric **** is higher this summer. This is not right to have to wait this long to have the solar panels reinstalled. I feel I am getting the runaround and the panels need to go back on the roof and I should be given some credit for the loss of solar service , as the summer is when you see the most savings from the solar energy.
Business Response
Date: 08/01/2022
The Field Performance Team is confirming inventory on the parts ordered and are working to expedite service.
Customer Answer
Date: 08/02/2022

Complaint: 17620844

I am rejecting this response because:
I received the same response by email from SUNRUN yesterday. I had already received a phone call from Fusion solar , their partner company the day after I filed the complaint that the parts were in and they could come out on 8/11/2022 to re-install them and I told them that was acceptable. However , I still feel i am owed a credit or refund of some sort for the loss of savings I would have had if the solar panels were on the roof the last several months, my PECO(electric) **** would not be as costly. In my email reply to Sunrun yesterday, I asked for them to waive the storage fee of $499.00 as a form of credit for this loss of savings. In addition, I told them that Fusion solar called me and the panels were being reinstalled on 08/11/2022. So I am in compliance with them reinstalling them on 8/11/2022, but still waiting on a response on them waiving the storage fee of $499.00.
Sincerely,

*****************************
Business Response
Date: 08/05/2022
An Escalations Specialist requested utility bills from the customer to further review compensation.
Customer Answer
Date: 08/09/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as I receive some compensation for the months that I lost solar energy savings. I have sent copies of my **** (electric) bills to Sunrun as requested. I am waiting on a response.

Sincerely,

*****************************
Initial Complaint
Date:07/25/2022
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.
Since October of 2021 when I first notified Sun Run of my roof damage due to poor installation practice, I have yet to get any reply from the associate handling my claim. They sent an inspector to my residence to inspect the damage, concurring with my roofer and primary homeowners' insurance (Allstate) the cause was directly related to install. My roof was basically new prior to the install.
Business Response
Date: 08/01/2022
An escalations specialist will contact the customer on or before 08/05.
Customer Answer
Date: 08/05/2022

Complaint: 17567812

I am rejecting this response because:

Sincerely,

***************************
Customer Answer
Date: 08/05/2022
The company Sunrun and their Claim Manager of Damage Resolutions (Damage Resolutions ********) *********************** at ************ failed again, as in the past ten months to contact me via phone, email, or text. I cannot get anyone to work with me to satisfy my damage claim which was denied by my primary homeowner's insurance (Allstate Claim: **********) and the public adjustment Company that was hired to represent my claim.
Business Response
Date: 08/17/2022
An escalations specialist is working with the damages department to assist the customer.
Customer Answer
Date: 08/22/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
On Tue, Aug 16, 2022 at 11:35 AM, *******************************
<******************************************************> wrote:
****************,

I am confirming our phone conversation today where we went over the extent of damage done to your roof, and the subsequent repair. I am in receipt of the bills you forwarded me. Once I review those bills I will be in touch with some options for resolution. Please feel free to reach out to me with any questions or concerns. Thank you.
Initial Complaint
Date:07/25/2022
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.
Sunrun has been unable to provide me with service. They deceit me by giving me a contrat without financial representation and use my bank account as a form of force payment. Sunrun representative never showed me what I was going to pay for on the monthly basis, they fail to provide proper paper work for financial payment breakdown. I have called the company numerous times to have the system switch to my house meter. It has been 4 months now and the company has declined to provide any services on the matter.
Business Response
Date: 07/29/2022
An Escalation specialist contacted the customer in regards to his monthly payments concerns.
Customer Answer
Date: 07/30/2022

Complaint: 17616121

I am rejecting this response because: Sunrun has not been able to resolve the issue of managing my solar system here at home.

Sincerely,

***********************
Business Response
Date: 08/05/2022
The Escalation Specialist and the customer have been discussing options to resolution.
Customer Answer
Date: 08/09/2022

Complaint: 17616121

I am rejecting this response because: The company's response was inadequate because they weren't transparent and did not provide information I requested, also they only provide it me with sub par service when requested a change on my system.

Sincerely,

***********************
Business Response
Date: 08/15/2022
The Escalation Specialist informed the customer that she has contacted the Performance team to address the production concerns as well as offered compensation.
Initial Complaint
Date:07/25/2022
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.
Sun run had a technical error and made a $2336.43 withdrawal from my bank account. The **** shouldve been less than $100. When I spoke to them I was on the phone with 3 different people for almost 3 hours and it still was not handled. They told me I would have to wait up to 10 days to have my money put back in my account and have this issue resolved. They said that there was a manager that had to be involved in the situation and this would take time. This is over $2000 debit out of my account money that is slated for bills I have being withdrawn next week. Sun run did not seem ****** concerned about my issue and told me to call my other businesses and ask them to delay charging my account. I spent almost 4 hours contacting other businesses to delay my monthly bills since sun run ******** my account into the negative and I was trying to avoid other surcharges from sun runs technical error that they do not seem ****** concerned about . I now have no money in my account for groceries or other bills and I am waiting on them to resolve this issue. This is affecting my familys livelihood as we have no money right now.
Business Response
Date: 08/02/2022
An Escalations Specialist contacted the customer to inform them we are investigating their concerns.
Customer Answer
Date: 08/03/2022

Complaint: 17614820

I am rejecting this response because: It has now been 13 days since the original contact with Sunrun. This is more than enough time to investigate the problem and return my money that was mistakenly withdrawn from my account. I have spoken to several people at Sunrun over the last 2 weeks and no one seems to be able to tell me where my money is or when I will get it back. This is causing a hardship as my bank account is overdrawn because of this error and I have bills to pay. Managers refuse to get on the phone and the case manager refuses to return my call or email in over 8 days. The only time I received a call from Sunrun is after the channel 7 investigative reporter reached out to them and then all of a sudden I got a call from Sunrun. I still have not received confirmation that my money has been sent. One Sunrun representative said a check was sent regular mail but could offer no confirmation. So 13 days after the issue occurred , I do not have my money, and I have received no confirmation that a check was sent to return the over $2,300 that was withdrawn from my account in error.

Sincerely,

*****************************
Business Response
Date: 08/08/2022
An Escalation Specialist has requested a check as compensation for the customers billing experience and is working to rectify the billing issue.
Initial Complaint
Date:07/24/2022
Type:Sales and Advertising 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 was Vivint Solar. A salesman came to my home and had my mom sign a Solar contract for (I believe) 30 years. He used high pressure sales tactics and didnt fully explain what she was signing. Not to mention, Im the home owner and I NEVER signed the contract. Now I am stuck paying for solar panels that dont generate enough electricity to offset the tru up AND another unethical thing is that the rates vary each month - theres no set rate to finish paying off the panels. To top it off, every year SunRun *** its rate 3% a year! For 30 years! This is highly unethical and Id like to know how to get out of this contract and they can take their equipment. Hopefully with no penalty to me, the homeowner who never signed this contract.
Business Response
Date: 08/01/2022
An escalations specialist will contact the customer on or before 08/05.
Customer Answer
Date: 08/03/2022

Complaint: 17617546

I am rejecting this response because:no one has contacted me and I am waiting for thier response.

Sincerely,

***************************
Business Response
Date: 08/08/2022
A specialist has contacted the customer via email.
Customer Answer
Date: 08/09/2022

Complaint: 17617546

I am rejecting this response because:I have received NOTHING via email or phone call. Stop lying.

Sincerely,

***************************
Business Response
Date: 08/31/2022
An Escalations Specialist has contacted the customer via email and the customer emailed back on 08/22.
Customer Answer
Date: 09/01/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am in contact with someone from SunRun. She says shell remove the yearly increase and see what she can do to lower the bill, but has not been done, yet. I tentatively agree.

Sincerely,

***************************
Initial Complaint
Date:07/24/2022
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.
Hi!Late, last year, my husband and I decided to purchase a solar array, battery and system from Sunrun.At the time of negotiating the sale, we passed on getting a second battery, but only after confirming with the rep ***** Rosenflue) that a 2nd battery could be added to the existing system, at a later date, should we decide to get one. We also expressed emphatically that this system was needed in the event of an outage, which we'd been dealing with a lot of (mostly weather-related, like snow/heat, as well as PG&E line maintenence; we live in the *************** region of Mariposa, which is mountainous and rural), and was assured that the system would more than serve our needs. Additionally, we'd been getting healthy credits back, from PG&E. The array and system were installed in a timely manner, and we thought all was well.At a couple of points, later, we'd approached Sunrun about a 2nd battery, only to then be told that a 2nd battery could NOT be added to an existing system, which is the DIRECT OPPOSITE of what we were originally told, when drawing up the original agreement.Cut to present time: we are currently dealing with the Oak Fire, and have had NO POWER for a number of days and facing several more. Sunrun, upon knowing that we were non-op, told us there was nothing they could do, re: the non-op status on the system (which basically means that we're paying for a dead duck, in the water) and that, if we want a 2nd battery, that we'd have to go thru a 3rd party vendor, and then cough up a $1million insurance policy. I have no idea what to do, but I certainly do NOT wish to continually pay on a system that isn't working. Either this situation gets righted, or we want the agreement terminated and to come and get their equipment off our house and property (with no damage to our roof or house), so we can actually invest in a company and system that WORKS.- CLW
Business Response
Date: 07/29/2022
An Escalations Specialist has contacted the customer to address their agreement concerns
Customer Answer
Date: 07/30/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, pending the upcoming service visit. I was quite disappointed that a case number wasn't assigned until many calls, later.

Sincerely,

*******************************
Initial Complaint
Date:07/24/2022
Type:Sales and Advertising 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.
I purchased a home in 2021 with the solar panels already in place. They were under Vivint. I had no issues with them. I was receiving credit for power produced on my pseg ****. Since this company has taken over I have contacted them multiple times because I am not receiving a credit for my solar. They came out months afterwards in December stating there was an issue with my panels not communicating with them. But they had gotten the notification in October but did not notify me. I had called them multiple times over the winter as I was not receiving a credit for solar and they said that my unit was overproducing so I should have had a credit but I needed to contact my power supply company. And that nobody from sunrun would call me back unless I emailed them. I have yet to receive any kind of call, and Ive spoken to PSEG multiple times and they advised me to contact sunrun and they are not issuing the credit. As of right now I am paying them over $124 a month for solar. But I am also paying PSEG for full power supply with no credit from the solar company. I am hoping that the complaint here will get the attention of somebody who can actually help as Ive been paying for double electric for almost a year with no assistance
Business Response
Date: 07/29/2022
An Escalations Specialist contacted the customer to provide a complimentary system inspection and requested utility bills to further review compensation and resolution options.
Customer Answer
Date: 08/04/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and this is still in process of being resolved. Still awaiting documents from sunrun as of 8/4/2022

Sincerely,

*****************************

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Sunrun, Inc. is BBB Accredited.