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SunRun, Inc. complaints

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225 Bush Street Suite 1400
San Francisco, CA 94104 | Get Directions

(415) 638-4017

http://www.sunrunhome.com

For business hours contact (415) 580-6900

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Total Amount in Dispute:
$128,500.00

Total Amount Settled:
$0.00

Complaint Experience

18%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

11 complaints against SunRun, Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
9	Unanswered

11 complaints against SunRun, Inc.

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3/7/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $8,000.00 Amount Settled: $0.00

Customer Complaint

1/19/2024

Sunrun is charging me 4 times my bill because their meters were not working from October2021 through March2023 . I've had solar since 2015. There was never a bill over $110 for any month. I also pay BGE monthly for Electricity. SunRun is charging me over $8,000 for this time frame. They kept telling me they would fix the bill as it's no way it could be that high. However now they're sending emails and calling every day asking for the $8,000 each time I talk to a customer service they tell me the bill is correct. The case manager Nelson did a investigation and says the bill is correct. Even though I also paid BGE for Electricity during the same time frame. Sunrun offered a 30 discount. I dont think I owe 30 based on current and past energy use totals. They haven't provided any monthly statements for the months the meter was down but just added the $8k to my regular bill for November. Even if my monthly bill was the highest its ever been each month their meter was down my bill would be $110 for 17 months which would be $1870. How can I get a third party to certify my bill as the meter is not functioning properly. please help! Resolution Sought Review my bill and make corrections, have it certified by a third party to ensure billing is correct.

Company Response

2/22/2024

Thank you for bringing Ms. Croxton's concerns to our attention. We understand that there was a billing error due to a meter miscommunication. The amount was adjusted and does not reflect the true amount due on Ms. Croxton's account.I have reached out to further discuss her concerns and will update once complete.

Customer Rebuttal

3/7/2024

Sunrun adjusted the bill and the matter is resolved.

1/11/2024

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

12/18/2023

Bad business practices, don't make good on promises. unable to contact once agreement is signed Resolution Sought Stop bad business practices

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