ComplaintsforSunrun, Inc.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased SunRun panels inside the ****** wholesale store through a SunRun representative in 2018. Approximately June timeframe of 2018. Part of our agreement was that they would install critter guards around the solar system. That did not happen until approximately 2020 & the second system I purchased, critter guards still have not been installed. On average every two months since the initial installation, I have to climb on my roof, which is a second-story building and clean out the bottom of the panels. Pigeons are nesting under my panels. I currently only have an issue under the first installation and I am on my roof cleaning under the panels to prevent the same situation I have with my roof leak.When they installed the critter guards, they did not install them completely around the solar panels system, leaving an approximate ***** linear foot space not protected.Pigeons entered that space and nested under the panels. (Unbeknownst to us at the time)In January 2023 when the rain came, we noticed a leak in our interior ceiling. I notified the SunRun company and they sent out a third-party to clean the panels and to ensure that the critter guards are installed correctly. However, the guards are still not installed correctly as that same ***** foot linear gap was still left unprotected. January 2023 until January 2024 I was not able to get in contact with a ***************** November 2023 through March or so, it was very rainy in the central coast. In January 2024 I communicated to SunRun that the issue was still there and that they did not resolve it.Once again in January 2024, I was finally able to connect with an escalation expert. Her name is ****** *****. Through email correspondence we communicated back-and-forth and they finally sent a company called flash roofing and have them come out to my property for an assessment.On March 1st of 2024 I was notified that my claim was going to be denied.

  

  Business response

  10/25/2024

  Hello BBB,

  Sunrun is unable to help the customer with the damage due to the cause. Animal damage is not covered by contract and specifically stated as one of the terms. The critter guard is a deterrent and not  guaranteed to stop animals. From photos that the customer supplied you can see that the screws (marked with red check) that hold the netting inplace are present but the animals or nature had removed the netting. Sunrun has the upmost sympathy for Mr. ******* and all he has experienced but Sunrun cannot bare responsibility for the damage as the contract specifies the work is not covered by warranty. 

   

  Sunrun is also working with members insurance in the hopes it improves the customers situation 

   

  Thank you 

   

  
  ******* *****
  Sr. Escalations Expert | Customer Experience 
  1 **************
  *********************************************
  
  

  Customer response

  10/28/2024

   
  Complaint: 22467139
  
  I am rejecting this response because:

  The system was installed on my property. Once the system was installed, the critter guards were installed over a year later after I had been attempting to get them to come out. I currently have two systems on my property. One system has 15 panels and the critter guards were never installed completely around my system. The second system I have eight panels and a power wall in my garage. To date that system still does not have critter guards installed. I have made several attempts to have SunRun come back out to finish the job but to date they have not done so.

  Prior to the installation of our solar systems, we had zero leaks. The solar panels, and not installing the critter guards correctly, all the way around our system, in a timely manner was the causation which led to the leaks, damage and mold.

  SunRun is failing to take responsibility, due to the severity of the damage and the extent of the damage.

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

  

  Business response

  10/29/2024

  Hello,

   

  Critter guard is a added feature to any solar and is not promised in the contract. No timeline or expectation of timeline was set to install critter guard. The member was free to seek a 3rd party to install the critter guard at anytime. Sunrun did contract the critter guard installation as the member mentioned but all evidence produced suggest that it was installed correctly but was then removed. Again we are sorry for the water damage caused by the animals but cannot bare the responsibility. Please see snip it from page 8 of 14 in the contract completed 6/26/2018.

   

  Thank you 

   

  *******

  Customer response

  10/29/2024

   
  Complaint: 22467139
  
  I am rejecting this response because salesman in the ****** store stated that any issues, any issues would be resolved. He also stated that critter guards would be installed.
  
  Sincerely,
  ***** *******

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No contact from the Case Manager for scheduled time frame

  

  Business response

  10/24/2024

  An Escalations Expert reached out to the customer via email on October 24th, 2024. 

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased solar panels from Sunrun through ****** and had them installed in July 2023. During our meetings, I was assured verbally and via email that I would have enough solar energy to cover all of my solar needs. I told them I would purchase an EV car, so I wanted enough solar panels to cover my needs, including an electric vehicle. I was assured that I would no longer have an *** bill. My last few APS bills have been $400-$500 per month, and I'm also paying on the loan for the solar panels. I now spend so much more a month than before installing the solar panels. I've contacted Sunrun, and they tell me my electric usage has increased since last year. I don't know how this is possible since nothing has changed. I feel I was sold a bad bill of goods. Please help. ****

  

  Business response

  10/25/2024

  We have connected with the member and will investigate her concerns regarding billing and savings further. 

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had Solar Panel lease installed last year, it took almost 6 months of waiting with the panels on my roof for them to activate the system. It functioned reasonably swell until July of this year when the inverter for the system broke and needed to be ***laced. it is not the end of October and it has not been fixed and we have been given no explanation and I believe we have been targeted by their customer service team. I have lost the 4 best months of production and they have been charging my lease the entire time. It is a new system and ***airing it should not take 4 months. Terrible customer service, the email I was originally given was disabled and they closed the path to register email complaints which is extremely suspect. I was given a customer service *** and they never returned calls or texts in a timely manner if at all. Calls go directly to a full voicemail. They have dragged their feet and done a terrible job and there is no recourse. Deceptive contracts with no ability to change or cancel or any method of recourse for performance other than a production guarantee which I highly doubt they will honor. Has already been sued by multiple states and not the ** of CT is suing them for exactly the same issues. How am I supposed to trust and keep these people as my electricity provider? If i had the money I would buy the system to be done with them but it broke after less than a year of service in the middle of the best month for production. How can i trust anything associated with these people. Please Help.

  

  Business response

  10/23/2024

  An Escalations Expert made contact with the customer on October 23rd, 2024 via email. 

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sunrun's equipment failed leaving us with a $2,900.00 PG&E bill. They came and repaired the equipment two weeks after reporting the issue, which they could see on their computer. After numerous phone calls to them, they gave us a credit of $349.12. and can't understand why we are not happy with them.

  

  Business response

  10/24/2024

  An Escalations Expert contacted the customer regarding their concerns. 

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have solar panels that were installed by Titan Solar Power with SunRun as the solar management/monitoring company. It stopped producing on June 22, 2024. Repeated attempts to contact SunRun to find out who the responsible party is for handling this case have led to nothing. I have chatted with CSRs on August 2, September 6, and September 23. In all instances, I was directed to a case manager and was told that I would receive a call. However, these case managers have yet to reach out to make an appointment to resolve this case. It is a great loss to not have working solar production during the long sunny days of summer. The electric bills are quite large. SunRun has been zeroing out my bills, so at some level they must recognize that something is wrong, but when the repairs are scheduled I will need to have a final compensation as I am sure that just zeroing out the SunRun bill is not enough to fully account for the increased ************ bills. The timing of this outage seems to be related to the bankruptcy of Titan Solar Power that occurred on June 20, 2024, as just two days later my solar panels stopped producing. No one at SunRun appears to know what to do or how to fill the void in the absence of Titan Solar Power. SunRun needs to reach out to me to schedule an appointment to correct this system failure. Since chatting with SunRun CSRs has produced no results, I hope that a BBB complaint will lead to some positive action in my case and that they will work diligently to correct this failure in a timely and responsive fashion.

  

  Business response

  10/23/2024

  An Escalations Expert reached out to the customer via email on October 23rd, 2024. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a house with already installed solar, that was fully paid for by previous owner. When the solar unit broke over 4 months ago, they have not yet fixed the solar. They make claims they are goingbto send someone that never arrives. I want this resolved.

  

  Business response

  10/23/2024

  Sunrun completed a site visit on 10/11/2024 to replace inverter. There were delays due to shipping from manufacturer. A follow up site visit is required and a case has been opened to investigate. 

  Customer response

  10/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Sunrun did not arrive on 10/11/2024 as they claimed.  When o talk to Sunrun Rep a month ago I was told all parts are available and ready to install.  So why now is Sunrun claiming they are waiting for manufacturer.
  
  Sincerely,
  
  Dennis B***

  

  Business response

  10/25/2024

  An inverter replacement was conducted on 10/11/2024. There was additional work that needed to be performed regarding metering issues. A follow up site visit was completed on 10/24 to replace the meter. The member will be able to see production in the next 48 hours. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For almost two months now we've been working with Sunrun to resolve an issue where they is installed the solar panels improperly. This has damaged our roof, created leaks, and needs to be addressed. By their own documentation and photo evidence there was a mistake made. They sent their own reviewers, who supported this statement, and an independent roofing company, both of whom stated that the panels were installed incorrectly. Initially they accepted responsibility, then denied it - there is another independent issue with the roof that caused water damage, we are not looking for them to pay for damages, just remove the tiles and fix the damage they've caused. Most recently (10/1/2024) we rec'd an email that the initial approval was given once more, but there's been no progress since then. We've left numerous emails, voicemail, and texts but have yet to actual speak with anyone directly and if we don't reach out there is never a reply or update. We are coming into the colder months and would like to resolves this, but get no help in addressing.

  

  Business response

  10/28/2024

  An Escalations Expert contacted the customer regarding their concerns. 

  Customer response

  10/28/2024

  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

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 2024, August2024 and September 2024, I was billed for rental of Sunrun Solar Panels. I sold the house on September 10, 2024. However, I had huge electric bills those months (average $150/month, when normally it was $5-10. /month. I since found out that the Solar panels weren’t working those months, (July, Aug, Sept) so I shouldn’t have been billed at all. That is why my electric bills were so high. Not getting solar. I’ve tried to get my money back but no success. Please help. Thank you for listening.

  

  Business response

  10/28/2024

  An Escalations Expert contacted the customer regarding their concerns. 

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 18, 2024 Sunrun has failed to maintain my system per our agreement. Sunrun has failed to communicate with me regarding this issue. On May 7, 2024 a Sunrun technician at my home determined that our battery was defective. My case was assigned to ****** *****. After 3 months of ignored messages, and failed promises of returned calls, by both ****** ***** and her supervisor, **** ***********, a different Sunrun supervisor took over and on August 6, 2024 my defective battery was replaced. A few weeks ago I noticed my newly installed battery was not working, and contacted Sunrun through their app’s chat system. They said they were already aware of the issue and promised ****** ***** or her supervisor would call me in 3 days. No one called. A couple weeks later, I again contacted Sunrun through their app’s chat system, and again they promised ****** ***** or her supervisor would call within 3 days. Again, no one called. I called today, was told only ****** ***** could schedule a service appointment, and that she or her supervisor would call me today. This is the same unreasonable pattern of poor communication and failure to make reasonable efforts to maintain my system that I faced earlier this year, regarding the same people and the same issue. My Sunrun contract states in Section C(1)(a)(iii) of the agreement states that Sunrun will maintain and repair the Solar System for the Initial Term and any Renewal Terms. Additionally, Section C(1)(b) of the agreement states that Sunrun warrants all equipment for the duration of the Initial Term. If parts fail during the Initial Term, Sunrun will use commercially reasonable efforts to replace them with like equipment; however, you acknowledge that due to parts availability and other factors, this may not be possible. Sunrun agrees that any change in equipment will not reduce the Guaranteed Output set forth in Section D.

  

  Business response

  10/24/2024

  An Escalations Expert contacted the customer regarding their concerns. 

  Customer response

  10/24/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Although Sunrun has scheduled a repair technician for an on site evaluation,  no repairs have been made. I wish to keep this claim active until the issue is fully resolved. 
  
  Sincerely,
  
  Robert C******

  

  Business response

  10/30/2024

  An Escalations Expert contacted the customer regarding their concerns. 

  Customer response

  10/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I am still waiting for the 11/22/2024 service appointment to see if they are able to resolve the issue. I won't be able to close the complaint until a satisfactory resolution occurs. 
  
  Sincerely,
  
  Robert C******

*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. ↩