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Business Profile

Solar Energy Equipment Dealers

Sunrun, Inc.

Important information

Complaints

This profile includes complaints for Sunrun, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Sunrun, Inc. has 84 locations, listed below.

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    Customer Complaints Summary

    • 4,139 total complaints in the last 3 years.
    • 1,268 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/22/2022

      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.
      Decided to get solar from SunRun thru ******* Contract was made back in August of 2021. Solar panels are up but not working yet. Permit was made with the county and inspection was made. But now company is saying their going to have to do a new permit and a new inspection which is going to take more than a month. I'm going to start getting charge for the solar on August. So it means I'm going to have to pay 2 electric Bill's. Tried reaching Sunrun to come up with a resolution regarding billing but their not able to help me. Not fair to have to pay 2 electric bills.

      Business Response

      Date: 07/27/2022

      An escalations specialist will contact the customer on or before 08/02.
    • Initial Complaint

      Date:07/22/2022

      Type:Customer Service 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.
      Third time complaining about this company. Our electrical **** is doubled in pricing now with no change in usage. We also now receive a solar **** and can never get anyone on the phone or via their chat option on their website. We have two previous complaints filed due to the system not being setup on time nor receiving any communication from them. We've reached out when the company agreed to a settlement with us regarding the lost "savings" and reducing our electricity rate and we no longer hear from that rep. It's been almost 7 months since we've last heard from them regarding the original complaints. The original agreement a "seller to perform" clause in it that the company will not adhere to since they failed to get the system up and running within six months of the original agreement (july 2019).

      Business Response

      Date: 07/29/2022

      An Escalations Specialist contacted the customer regarding their concern.

      Customer Answer

      Date: 07/29/2022

       
      Complaint: 17610500

      I am rejecting this response because:

       

      they didnt resolve or address the issues at hand. They simply stated they could see if they could save us money. They asked for a few utility bills and that was it. 

      Sincerely,

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

      Business Response

      Date: 08/05/2022

      We are moving forward with the customers request. 
    • Initial Complaint

      Date:07/22/2022

      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.
      I would like to upgrade my prior complaint to fraud and breach of contract. After being told by Sunrun that my solar had not been working for two months, it started to make sense why my PG&E bills had been so high.I ordered my PG&E bills for the past two years and was able to determine there were 13 months where my solar wasnt working and PG&E alone was supplying my power, yet I had been charged and paying solar bills every month.Sunrun had been communicating with me and was going to reimburse me for 6 months, but when it turned out to be 13 months, I stopped hearing from them. I also warned them not to **** me again for a non working solar or I would report them again to BBB for fraud. On July 20, they billed me for $221. I had not been able to have my credit card put a hold on any charges from them- my only option was to cancel my credit card, but that is always such a hassle since I have so many bills on automatic payment. So now I have yet another fraudulent charge from them and I have no choice but to cancel my card.I consider this grounds for breach of contract. I want my contract nullified immediately. I want them to remove their equipment and patch any holes in my roof at their expense. And I want reimbursement- now for 14 months that I was charged while the solar wasnt working, at an average of $150/month.I would also like to see them charged for fraud.Thank you. Please contact me with any questions.*****

      Business Response

      Date: 07/28/2022

      A Escalation and Prevention Specialist is working with the customer and has created a Field Performance case to resolve their system concerns.
    • Initial Complaint

      Date:07/22/2022

      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.
      we installed a solar panel system, with your company Sunrun/ Freedom solar in 2020. We have an 10 kw system that we where told will offset 95% of our energy consumption that is clearly not the case! Before the addition of solar to our home, our bills were on average 175$-200$, with the addition of solar panels we now have a average **** of 275$-300$ a month this is not what we signed up for, and with the loss of my job we are no longer able to take on the increase in our electrical ****. The system you Engineered and installed is not even covering 50% of our consumption? Per our agreement the system should be producing 95% and it is clearly not. You state in our contract that a payment for under production will be refunded for any production under the Gaurnteed production stated in our agreement. I have tried, to contact Sunrun via email and calling there **************** with no success of a solution. I need Sunrun to honor their agreement in our contract!

      Business Response

      Date: 07/27/2022

      An escalations specialist will contact the customer on or before 08/02.

      Customer Answer

      Date: 07/27/2022

      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,

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

      Customer Answer

      Date: 10/05/2022

      Date Sent: 8/29/2022 2:29:36 PM

      no one has contacted me from sunrun!!!

       

       
      Complaint: 17724579

      I am rejecting this response because:

      Sincerely,

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

      Business Response

      Date: 10/10/2022

      An Escalations Specialist called and emailed the customer on 08/03, 08/24 and 08/30. The customer was unresponsive to contact attempts; an Escalations Specialist will follow up with the customer. 
    • Initial Complaint

      Date:07/21/2022

      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.
      im getting charge for the solar panels and im paying a huge electric ****. Nobody in the company can give a resolution. they told me something way different. i woldnt recomend this company. i need to fix this, im 60 years old, is not fair that this people come to my door and fool me and my husband with lies.

      Business Response

      Date: 07/29/2022

      An Escalations Specialist contacted the customer to offer a cost savings analysis so we can further investigate the savings concerns.
    • Initial Complaint

      Date:07/21/2022

      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 purchased my home 3/2022 and sunrun had stated they transferred the solar panels under my name. Fast forward to 5/2022 my solar panels are not working and sunrun can not send a technician because they state I am not the owner of the panels the previous owner is. They provided me information on a 3rd party company Spruce which cant do anything because I am not the owner I have bills on electricity piling up to $300 because my panels are not working. I have emailed them and they responded 6/2022 then 7/15/2022 stating spruce has to help me. I stated to *********************** that i have emails she stated my panels were transferred she stated she would call me on 24hrs now radio silence.

      Business Response

      Date: 07/27/2022

      An escalations specialist will contact the customer on or before 08/02.

      Customer Answer

      Date: 07/27/2022

       
      Complaint: 17606674

      I am rejecting this response because: The issue is still not resolved my solar panels are not in my name nor have they been repaired.

      Sincerely,

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

      Business Response

      Date: 08/03/2022

      The customer will need to reach out to Spruce Finance for the completion of this service transfer.

      Spruce Finance 
      Phone: ************** 
      Email: ********************************************* 

    • Initial Complaint

      Date:07/21/2022

      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.
      Over the past few months we have worked with Sunrun to get our solar panels installed and set up. We purchased them, versus renting them, due to all the incentives. Our solar panels have been turned on for about 3 months now and MD Renewables has been waiting for SunRun to do something on their end before our SREC credits can get set up (at this point we are due 4 SREC credits). I have the email from MD Renewables where they cc'd ***********************, our rep, and detailed what he needs to do. I also emailed him 3 times now and text him. No responses to my emails, and when I text, he advised he was on vacation and would get back to me in the next day. It's been over a week. I need someone to resolve this as this "set up" has been going on for way too long when it sounds like, if Sunrun does what needs to be done, it should be resolved by now. We also have a neighbor who is still waiting on this issue as well so her SRECs can be set up. I have attached the email from MD renewables with what needs to be done by Sunrun so we can receive our SRECs.

      Business Response

      Date: 07/28/2022

      An Escalation Specialist contacted the customer and is reaching out to our ****************** regarding the SRECs program

      Customer Answer

      Date: 07/28/2022

       
      Complaint: 17606621

      I am rejecting this response because "reaching out to our rebates department" hasn't done anything.  The MDRenewables/SREC company has been trying to get sunrun to provide the info they need to get us set up.  Sunrun's SREC team has yet to respond to numerous emails and the sunrun rep *********************** keeps giving ** the runaround saying he's working on it and/or looking into it but then continues to ghost us. At this point we are unable to receive our SRECs which are adding up and which are rightfully ours, because Sunrun won't finish what they need on their end.  This is unacceptable. 

      Sincerely,

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

      Business Response

      Date: 08/02/2022

      An Escalation Specialist has been working with the customer and attempting to get an update on their concerns but have yet to fully resolve it. The customer has been informed of this.

      Customer Answer

      Date: 08/03/2022

       
      Complaint: 17606621

      I am rejecting this response because:  I haven't heard from the escalation specialist since July 25th and the issue still remains.  We keep getting told by our rep that they'll reach out to someone and then never hear back.  When we follow up, we're again told the same thing, and then never hear back.  

       

      At this point we are due plenty of SREC credits for our solar production but they cannot be paid out until Sunrun connects the enphase account to SREC.  



      Sincerely,

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

      Business Response

      Date: 08/26/2022

      The Escalation Specialist is still attempting to figure out what the hold up is with the renewable credits and will also compensate the customer for this experience.

      Customer Answer

      Date: 08/31/2022

       
      Complaint: 17606621

      I am rejecting this response because: This has been ongoing for a long time (since April) so I won't be closing out the BBB complaint until the **** auto reporting issue is resolved.  

      Sincerely,

      ***************************
    • Initial Complaint

      Date:07/21/2022

      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 am in year 11 of a 20 year solar power plan agreement with Sunrun. The inverter failed on June 6, 2022 and the system has been inoperable since then. The Sunrun technician was onsite that day and determined that the inverter was not repairable and would need replacement. Sunrun informed me that their design team could look at the issue on July 1 and would schedule a replacement shortly thereafter. That date came and passed with no results. I've politely emailed the assigned case manager with no progress. I emailed the Sunrun CEO asking for her assistance. She forwarded me to 3rd ******************** who referred me back to my originally assigned case manager. Since we were going in a circle, I requested 3rd ******************* to escalate the issue. 3rd Level sent the email string back to the assigned case manager and their manager, and manager's manager. Since then, I've emailed requesting a status on 2 separate occasions and have had no response or acknowledgment. I am very concerned since my electric **** for *** was $148 and the June **** was $1266. This will continually become more expensive for me. Page one of the Agreement states Sunrun's Obligations to Me:"Sunrun will insure, maintain, and repair the Solar Facility at no additional cost to you, including inverter replacement"I am requesting BBB assistance in getting Sunrun to live up to the terms of the Agreement.

      Business Response

      Date: 07/28/2022

      An Escalations Specialist contacted the customer to offer compensation. The maintenance ticket has been escalated to our Field Performance Escalations team.

      Customer Answer

      Date: 08/02/2022

       
      Complaint: 17601420

      I am rejecting this response because:  Sunrun is still unable to provide a timeframe for replacing the failed inverter.  Even after requesting assistance from the *** twice, and being referred to various areas within the company, no one is able to give me a timeframe.  They have offered to pay some of my electric **** but no definitive dollar amount - I'm viewing this as the company as trying to buy my silence.  It has been nearly 60 days without any solar production.  My electricity **** has risen from $148 (with solar) to $1266 (without solar) per month.  I am in year 11 of a 20 year contract with Sunrun and the contract specifically states that Sunrun will replace failed inverters.  Sunrun needs to act and replace their failed equipment ASAP.

      Sincerely,

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

      Business Response

      Date: 08/05/2022

      An Escalation Specialist offered compensation to the customer. The Field Performance Escalations team is working to expedite service.
    • Initial Complaint

      Date:07/21/2022

      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.
      A check for $207.87 was sent Aug 18, 2021 then cashed on Aug. 30, 2021. Our payments and what we owe posted to our account since have been incorrect, therefore we keep getting statements that include a late fee each month. I have called since Sept. ********************************************************************* the billing department, and emailed documents from the bank showing payments made on time to countless case managers and still haven't had the account credited/corrected for the on time payments made.

      Business Response

      Date: 07/27/2022

      An escalations specialist will contact the customer on or before 08/02.
    • Initial Complaint

      Date:07/20/2022

      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.
      January 2021. Salespeople connected to Sunrun. **** (not employees) presented the solar sales pitch etc. with no down payment. I explained I didn't need solar and I don't believe it will save me money. The only way for me to sign up was to receive an incentive. They presented a new roof installation as incentive. Eventually, I signed the agreement for solar around April of 2021 with the guarantee of a new roof. So the reps sent out roof estimates (at least 3) and said they would select the best offer. Then, they said they would only install half a roof (red flag). This continued for months as the reps kept stating the usual thing these days (covid and supply chain) and I would eventually have the installation. As of July 20, 2022, the reps are nowhere to be found. I complained to SunRun and they assigned an ethical investiagator (mostly lip service). She says they cannot find the salespeople that set it up - I find this untrue as the reps were here in my home talking to SunRun many times to set up my service. The names of the salespeople are: Aya ****** and B (***** or *******) *****. Someone needs to be held accountable for this scam and the public needs to know about these two salespeople selling solar incentives without follow thru. (I only have phone number and texts from Aya ****** to back up my explanation). Of course, they were careful not to include the name Sunrun in any of the communications. I believe now that was all intentional. They also intentionally did not leaver me much document support. Hope you can help me and to stop this type of sales in the future to others?

      Business Response

      Date: 07/27/2022

      An Escalations Specialist started investigating the concern and will contact the customer by 7/28.

      Customer Answer

      Date: 07/29/2022

       
      Complaint: 17597891

      I am rejecting this response because:

      I appreciate that the business is assigning another agent to the case.  I currently have been assigned Eivan *********************** investigating ethics of transactions who also with SunRun.

      She has been working on my case since the first week of May to no avail.  So more case managers and not much really investigative action.  Also, I have not received any calls on

      July 28 (Today is the 29th).  I cannot close the case until I receive more assistance with results.

       



      Sincerely,

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

      Business Response

      Date: 08/05/2022

      An Escalations Specialist contacted the customer with details from the investigation, and also requested more information. 

      Customer Answer

      Date: 08/10/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolved temporarily to determine

      if specialist will honestly research/discuss with me.  There are deceptive sales practices from non-employees that are connected to Sunrun.  There

      needs to be accountability for the scam at the minimum.  I had roof inspected recently and the repair required is $984 and that is the minimum

      requirment from Sunrun or their connected salespeople to remedy this deceptive sales practice.

       

      Note to BBB:  Please keep my case open for now as I wish to have record with your business if I have to file with Attorney General and other

      legal agencies.  

      Thanks for your help

       

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

       



      Sincerely,

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

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