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
- 4,139 total complaints in the last 3 years.
- 1,268 complaints closed in the last 12 months.
If you've experienced an issue
Submit a 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:07/18/2022
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.
To Whom It May ********* am filing this complaint towards Sun Run Solar. My issue began June 2021 when our backup Battery failed. I was sent an e-mail stating the battery would be replaced, due to high demand and supply chain to this day I still don't have a battery. In March 2022 I had to make a call to have the backup Battery to have it removed due to the battery was expanding out of its case. Since last June 2021 Sun Run has been giving me a credit of ***** a month ***** March 2022 the credit was no longer given. Fighting for two months and case# ******** I received ******. Then as of July 1, 2022 the credit was not applied again. Back on the phone again *************************, ***********************, ******** Mullion I have explained to them if there are no batteries available and haven't for over a year why not revise my contract eliminating the backup battery instead of me having to spend endless hours fighting for my credit. This is very poor customer service. My inverter has a module communication and fault error of which I have been told not to worry my system is working fine. Please I have been given the run around long enough.
Business Response
Date: 07/25/2022
An escalations specialist will contact the customer on or before 07/29.Customer Answer
Date: 07/25/2022
Complaint: 17585444
I am rejecting this response because:I have been bounced from one supervisor to the other with this same response. We are working on it and then it goes nowhere. No call backs or any resolution is made. I have been dealing with this company since June 2021 as far as the battery being defective and not working then it became a hazard on my home when it started expanding on the wall. Then not receiving credit for the battery without a fight. Now I am being charged again for the full price and still no response to the situation. There happened to be a Sun Run employee in the neighbor today going door to door today and I explained and showed him the situation and he could not believe what a mess this has become. Please this company has been getting away with this for far too long. I have even asked if they would revise the contract eliminating the battery and still no response. So, no I do not except this response as it a lie.
Sincerely,
*****************************Business Response
Date: 07/28/2022
An escalations specialist is assisting the customer and the field performance department will be repairing the system.Initial Complaint
Date:07/18/2022
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.
For the past few months I have been receiving emails from this company stating I owe a **** for a product that I did not ask for. Someone used my name to get solar panels on their house. The bills are coming to my email stating it is now past due. I have never heard of this company and I do not have solar panels on my house. A customer service rep sent me the contract and someone signed my name. They used my email name not my real name. I want this to stop. I dont have this product. I dont even go by the name that was signed on the contract. Please help. The account number is *******.Business Response
Date: 07/25/2022
A specialist will contact the complainant on or before 07/29.Customer Answer
Date: 07/30/2022
Complaint: 17585224
I am rejecting this response because: ************ did not contact me or it before the 29th.
Sincerely,
*******************************Business Response
Date: 08/05/2022
A specialist is conducting an internal investigation and will report back to the complainant on or before 08/10.Customer Answer
Date: 10/05/2022
From the CONSUMER:Sent 8/23/2022 5:57:50 AMRead by ********************************** on 8/24/2022 11:37:34 AM
Complaint: 17744429
I am rejecting this response because: I am receiving emails from this business. Remove my email!!!!!!
Sincerely,
*******************************Business Response
Date: 10/07/2022
They have been added to the Do Not Contact List.Initial Complaint
Date:07/18/2022
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 put on my roof that I did not order company says that I signed a contract sent me a copy of the contract and the signature is forged I want them to come and get their solar panels and eliminate the contract and leave me alone.Business Response
Date: 07/26/2022
An Escalations Specialist will contact the customer on or before 7/27.Initial Complaint
Date:07/18/2022
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.
Failed to complete, under contract damage to Siding Repairs. Still Going on 3 year's and counting. Run around with constant calls and emails.Business Response
Date: 07/25/2022
An Escalation Specialist contacted the customer and was informed that she is working with another agent in completing Termination and Removal.Initial Complaint
Date:07/18/2022
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.
I had solar installation by Sunrun through ******* I needed an electrical panel upgrade that was completed by a contractor set up by Sunrun. When the electrical panel was completed the installer said when Sunrun notifies them that the inspection was completed and permission was given to turn on the solar they would come out to repair the stucco wall surrounding the panel which they had to open up for installation. When I asked the solar agent who came with the inspector and everything had passed he said he would pass on that the wall needed completion. The cost of the upgrade was added to my loan with the solar which I am no paying monthly. When no one contacted me for the repair I contacted the assistant project coordinator with no reply. I then contacted the project coordinator with no reply. I sent an email to the *** with no reply. I contacted the customer specialist who did not reply. I contacted the field sales consultant who was the only person who replied back to me. He tried to reach out to those departments. No one contacted me. I even sent them a photo of the open stucco that still needed repair. With all those I contacted I asked who do I need to contact to have this completed since I already am paying for the completion of my stucco wall. My solar was completed in April and is running fine, I have no problems with my solar, only the hole in my wall around the panel with the electrical lines exposed which I just want patched as they promised.Business Response
Date: 07/25/2022
An Escalation Specialist contacted the customer on 7/25 to address their concern.Customer Answer
Date: 07/26/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:07/18/2022
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.
I sustained damage to my roof upon installation of solar panels. I called for months. I sustained water damage to my bathroom ceiling which was recently renovated. Sunrun sent someone back in May who stated the leak was caused by a spinner which caused water to leaked into the ceiling. He stated he fixed it. The painter came two days later and stated the roof was still leaking water and it didnt make sense to paint. I have been trying to resolve this issue but no one calls back. **************** is poor. I have filed two claims in the past two months only to find out it was closed. I need assistance because no roofing contractor will touch the solar panels.Business Response
Date: 07/25/2022
An escalations specialist will contact the customer on or before 07/29.Customer Answer
Date: 07/26/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************
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