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

  1225 Park Center Dr Vista, CA 92081-8353

  
• 

  Sunrun Inc.

  94-240 Pupuole St Waipahu, HI 96797

  
• 

  SunRun, Inc.

  131 Red Pine Cir # 2 Essex Junction, VT 05452-3451

  
• 

  Sunrun, Inc.

  5208 Tampa West Blvd Tampa, FL 33634-2415

  

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:07/19/2022

  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.

  Sunrun installed solar on our home over a year ago & till this day it has never been turned on & working. Someone has come out twice from the city for the inspection last time was over 6 months ago. I called sunrun customer service today & they said they do not see anyone assigned to my account & that now I need a new permit to be pulled so I asked to speak to a supervisor at sunrun then the lady tells me that a supervisor will not talk to me because I DO NOT have an active account with them and once I get an account set up I can speak to a supervisor. So I have all their solar panels on my roof right now but I don't have an account with them? Long story short the customer service lady says she is sending an urgent email to someone who was dealing with my first permit that was pulled & they will reach out to me soon she promises, Which is not an acceptable answer so now I need to contact the BBB in hopes to get an answer with their help with this issue.

  

  Business Response

  Date: 07/26/2022

  An Escalation Specialist contacted the customer and is working on obtaining updates regarding activation and compensation for delays.

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17591625
  
  I am rejecting this response because:

  Yes I was contacted via E-mail from someone at Sunrun's escalation team on Tuesday 7/26 in the e-mail that really said nothing, all it stated in the e-mail was "that they have contacted an operations manager and they will update me in 3-4 business days with a better update". As of today it has been 3 days and still no follow updates have been received from Sunrun. (See Attachment copy of the e-mail I received from Sunrun)

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

  

  Business Response

  Date: 08/01/2022

  An Escalation Specialist has contacted the customer and is working on providing an activation update as well as provide compensation for delays.

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17591625
  
  I am rejecting this response because:

  As I stated in my last rejection yes someone from Sunrun's escalation & prevention team contacted me only once by E-mail back on July 26, 2022
  saying that they would be in contact with me in 3-4 days with an update about my issue with the solar they installed on *******. Well it's now been 10 days since I received that E-mail & I'm still waiting to hear from them with their update. Very unprofessional 
  

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

  

  Business Response

  Date: 08/15/2022

  The Escalation Specialist provided updated Permission to Operate information and has offered compensation for delays.

• Initial Complaint

  Date:07/19/2022

  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.

  The solar panel battery and the inverter have needed to be repaired since September of 2021. Several outlets in the home do not work and the backup generator does not work. We need a backup generator for temperature-sensitive medications taken by the 7 children living here. This is causing unnecessary hardship. At one point last year 1/3 of the home did not have power. I have called every 2 weeks to resolve the issue and I am told someone will call me but the parts are on back order indefinitely. May I have a repair and partial refund for the months we have been without fully functional solar panels?

  

  Business Response

  Date: 07/27/2022

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

• Initial Complaint

  Date:07/19/2022

  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.

  My Solar is not communicating with company who is still billing me despite not knowing how many KWatts my house is using. This has been going on since Jan 2022. It is now July 19. They sent out two techs at different times who did not fix the issue. Nor did they tell me it was still not working. I cannot talk to a tech to get this finally repaired. No communication between solar panels and their system and no communication between customer and technicians.

  

  Business Response

  Date: 07/27/2022

  The Field Performance Team scheduled an appointment for service on August 12th.

• Initial Complaint

  Date:07/19/2022

  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.

  On 08/24/2021 I had a roof inspection done and the roof was in perfect condition. My property had a brand new roof installed on 06/13/2018 with an expected life span of 25 years from the installation date. Sunrun installed in December 2021 their solar system on my roof and in January 2022 I already complained to multiple employees and supervisors by phone and in writing about some leaks on my roof. Besides that my solar system never got turned on by Sunrun, it took Sunrun over 3 month (!) to remove my panels to access my roof to have taken care of the leaks. I kept complaining that also the frame for the solar panels has to be removed to truly see which damages Sunrun caused me and until this day I am getting ignored. This is unacceptable, especially I kept telling you that I was pregnant and this stress with the leaks was unhealthy for me and my unborn child.This showed me that Sunrun is not reliable and I cant count on them, not even in emergencies! Over 6 month I am complaining now and this problem still didnt get resolved to my satisfaction! But please keep reading, this issue becomes a lot larger now.I had my baby and I felt confident to go on the roof myself an inspected it myself (with still the frame on!) and I couldnt believe what intense damages I had to witness!I want to repeat that a few month prior to Sunrun installing their solar panels, I had a perfect roof with a life span left of 22 years. Now my roof is completely destroyed! The pictures show 26 tiles being damaged, some of them already repaired by Sunrun. I need to have this frame removed as soon as possible and I have to have my complete roof (tile and flat) renewed.A repair is by these intense damages not possible. If Sunrun is not willing to replace my roof, I will not hesitate to take legal actions to have my roof replaced and for the neglect I experienced through your company. I documented every phone call, text message and email.

  

  Business Response

  Date: 07/26/2022

  An Escalation Specialist contacted the customer to address their concerns.

• Initial Complaint

  Date:07/19/2022

  Type:Product 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.

  Today marks two full weeks and 10 different sun run customer service and customer specialist. Sun Run has an $ $1100.00 credit on my account. They have my **** completely messed up. I'm getting emails from their collections Department say I owe them money. In Feb 2022 o changed my last name as I got married..they in turn created two acts for me . One in each name. My house is up for sale. One potential buyer refused zo make an offer because of the mess with billing as they didn't want the same issues. I currently have a buyer and am in escrow. But can't transfer the Solar due to these issues Now he wants to retract his offer. I have called. E mailed and nobody is currently contacting me back. . Sun Run needs zo straighten out my billing. Refund me my credit before I lose this buyer. This company is beyond un professional. They need to fix my account ??

  

  Business Response

  Date: 07/26/2022

  An Escalations Specialist contacted the customer and explained that the billing issue should be resolved at this time.

• Initial Complaint

  Date:07/19/2022

  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.

  Complaint against Sunrun, **** A case for repairing a malfunctioning system opened since May 2nd, 2022 is still pending, and in spite of over 20 phone calls and emails no resolution is in sight.Sunrun has assigned case number ******** on May 5th, 2022 and as of 19 July 2022 and in spite of many escalation Sunrun has not remedied the system failure.Detailed history:1.On 2 May 2022 Sunrun dispatched a service technician to ****************************************************** without notifying me (system was functioning)2.The service technician visiting on 2 May 2022 left the system malfunctioning 3.I escalated to Sunrun service on 5/5/2022 and on 6 May 2022 two service technician arrived 4.The service technician (His name is ******) updated me on May 6, 2022 that the previous service technician caused the damage, that the power switch of the battery has been damaged and Sunrun has spare power switched in their local ******** ** area and it will be repaired within a week.5.Since no repairs were made, I escalated again to Sunrun support and on May 31, 2022 a new service technician (his name is *****) arrived 6.On May ******* Jared **** technician) updated me that: (a) ****** **** previous technician) is a Junior technician and that is why he ******* arrive and also updated me that the battery subsystem is broken.7.Since May 31, 2022 I have made 14 calls and emailed 8 times to inquire about case ********. (Last conversation was on July 18, 2022 with Easton *******, who apologized and told me that he has no idea when repairs will be made).

  

  Business Response

  Date: 07/25/2022

  An escalations specialist will contact the customer on or before 07/29.

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17588827
  
  I am rejecting this response because:

  An escalation specialist from Sunrun has contacted me and advised that the next update will be in "October / November 2022". That will result in 7 months of Sunrun not honoring their contractual warranty to repair a broken system.  Unacceptable since company had  committed to warranty repairs.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/05/2022

  The field performance department is coordinating system repair with the customer.

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service 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 reached out to our Sales Representative via email with several requests. ************************* was our Sales Rep in October, 2019. We've had a number of issues with misrepresentation on certain topics that were discussed during the sales presentation. However, most recently I inquired with ***** to receive clarification on two issues, via email, asking for a response via email, so that I would have the responses in writing. I am seeking clarification on what Sun Run files on my behalf if our roof needs replacement, with the insurance company. Does it include the fee to remove/re-install each panel? What is the cost of each panel to remove/re-install. We were never sent a signed contract on the transaction with SunRun back in October, 2019. What happens in Sun Run is no longer in business at the time our roof needs replacing and solar panels need to be removed/re-installed? All of these questions and requests have not been answered or fulfilled. Since some of these issues will not occur until at least another 15 or more years, I would like answers in contracts in writing and in our files for reference. Verbal responses will not be tolerated or remembered. I've asked for responses in writing several times and have either been ignored or told "call me". The phone number I have for ************************* is ************ and the email address on record is ******************************************* and or *************************** I also have another contact at Sun Run that I have not been in touch with, provided to me by another disgruntled customer: *************************** - ************************************** ************. The website is www.SunRun.com.

  

  Business Response

  Date: 07/28/2022

  We have contacted the customer and provided the ********************** Advisor line for further assistance. 

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17587234
  
  I am rejecting this response because I was passed off to contact someone in sales.  I do not need someone in Sales, we have already been sold a solar system and it has been installed for more than 2 years.  I would like SunRun to answer my requests of answering questions in writing and provide me the electronic copy of the contract I signed in October, 2019.  I will not speak with *************************, any longer and prefer another representative from SunRun to be my go-to person and someone I want to be able to trust in the future.
  
  Sincerely,
  
  **********************************

  

  Business Response

  Date: 08/03/2022

  We have requested further documentation from this customer. 

  Customer Answer

  Date: 08/03/2022

  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.  Please remove this complaint from the SunRun Business profile.  I opened the complaint against them in error.  I will be following up with the correct business known as Legacy Power.
  
  Sincerely,
  
  **********************************

• Initial Complaint

  Date:07/19/2022

  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.

  The Business is being non-responsive and no one appears to be willing to take any accountability.I have been waiting for updates from Sunrun since middle of June on updates from the city to pass their inspection. But one month has passed with no response what so ever!The Solar financing company has started to withdraw payments but according to the agreement I should be reimbursed for any payment made before the system is up and running!

  

  Business Response

  Date: 07/26/2022

  An Escalations Specialist spoke with the customer about their complaint and requested an update from the installation branch.

  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:07/18/2022

  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.

  I signed a contract with Sunrun to install solar panels on my roof at the above address and pay them for the electricity that is generated. The installation of the equipment and upgrade of the electric panel was completed on Feb 2, 2022. The permit was signed off on by the town about two weeks later. At this time, over 6 months later, the system is not operating. My boyfriend and I have made multiple calls and sent emails. Most of them have not been responded to. **************** at ********************** has forwarded the issue to our customer representative, ***** Abellandia who has never responded to emails. I also filed a complaint with Sunrun and received an email from the Escalation Specialist, ***************************************** on 5/27/22. I replied the same day explaining the situation. She replied on 6/7/22 and we have not heard back from her. I do get the same text message from them about once a month saying "Hello ******, How are you today? I hope that all is well. We do apologize for the inconvenience that this caused you. We are currently waiting for the updates coming from the City Inspector for us to move forward. Thank you for being understanding! Have a great day!" No one at Sunrun responds to me. I want my solar system operating. The salesman, ***********************, has also been moved to another position and doesn't respond to email either.

  

  Business Response

  Date: 07/25/2022

  An escalations specialist will contact the customer on or before 07/29.

• Initial Complaint

  Date:07/18/2022

  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.

  Had Sunrun Solar service for over ten years, Had to install a new roof, however upon the reinstall Sunrun informed me that they cannot use the older panels which were on my roof, and wrongfully installed 49 mounting brackets into my new roof. The ****** on the job was **** he told me that his boss Nate or someone from Sunrun would contact me at the end of the day, however I did not receive any calls from anyone from Sunrun. I attempted to call ********************* (Project Manager) several times with no call backs from ***** His secretary always replied "He isn't in today / He is out to lunch / His phone isn't working......On July 13 2022 I finally spoke to ***** he stated "He was aware of all the issues and that we are going to give you a new system and pay for all damages and I will personally call me back on July 15 and have everything in writing." Well the 15th came and no calls from **** or anyone from Sunrun, Also it's been almost 1 year of have these Solar Panels sitting on my patio, beside my higher electric **** over the past year, I had to have the panels moved to the back part of driveway so my family and I can use the patio. I am tired of this company given me a run around / Not answering my calls / Broken promises. ** I Had my roofer come back out and give me a estimate of all damages that Sunrun did to my home. $7624.69. I personally would like Sunrun to remove all there equipment from my property and pay for all damages, I rather have no more business with Sunrun.

  

  Business Response

  Date: 07/26/2022

  An Escalations Specialist contacted the customer via phone on 7/25 to offer a resolution.