Complaints

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

close

Find a Location

Sunrun, Inc. has 84 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Sunrun, Inc.

  225 Bush St Ste 1400 San Francisco, CA 94104-4249

  
• 

  SunRun Inc.

  712 Brook St Ste 104 Rocky Hill, CT 06067-3447

  
• 

  Sunrun, Inc.

  227 NY-303 Congers, NY 10920

• 

  Sunrun, Inc.

  73-5576 Kauhola Kailua Kona, HI 96740-2688

• 

  Sunrun Inc

  2503 N Belt Line Rd Grand Prairie, TX 75050-9704

  

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:07/06/2025

  Type:Product 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.

  Sunrun Solar panels wasnt working from Jan to May 2025 and I had been asking them to refund or credit my account because I was paying monthly bill for sunrun for panels that dont work and I end up paying ***** and Sunrun every month. I pay ***** $150-228/month plus the sunrun bill which is $109/month for panels that dont work. When they used to work last year I only pay ***** for the connection fee. My case number in Sunrun is ******** created June 19 and they said I should have a credit performance guarantee in 7 days (6/26/25) but I didnt receive any emails or phone calls so I called them today 7/3, the customer service promised me $50 credit 1-2 billing cycles and told me to wait 5 days for a response. I had been talking to Sunrun about this issue since May and they agreed their solar panels were not working and they fixed it on May 30 but I still didnt have my credit or refund for those months Jan- May which should total to $545.00 but for me, I think they need to refund my ***** bill for those months because it cost me more paying ***** because their solar panels were not working. Pls see attachment. I hope you can help me resolve this issue. thank you

  

  Business Response

  Date: 07/09/2025

  A solution expert will contact the customer within the next 1-2 business days. 

  Customer Answer

  Date: 07/11/2025

  Dear Better Business Bureau,

  
  I have reviewed the response made by Sunrun regarding Complaint ID ********. At this time, I want to clarify that the issue is still not resolved.
  Please see my attached letter for full details. I am willing to accept the proposal Sunrun has given me for now, but I remain unsatisfied until the issue is fully resolved.
  Sunrun informed me that an optimizer will be installed on July 30, 2025, and only after that will they assess the system, potentially initiate an early performance guarantee, and determine if a credit will be applied. I do not understand why it is taking this long for them to address and fix the issue. I will wait until July 30 to see whether they follow through or if this continues to be more of the same delays and runaround I have already experienced.
  I would appreciate it if you could email me a link so I can provide an update after July 30, 2025 regarding the outcome.
  Thank you for your assistance and support in this matter.
  
  
  
  Sincerely,
  
  
  
  Gladys G*****

• Initial Complaint

  Date:07/03/2025

  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.

  February 2024 we were approached by a sales *** of sunrun *** offering an alternative to reliance on ***** ****** to power our home. After careful consideration, we elected to sign a contract for Sunrun to install solar on our home. Shortly after our system was activated, we noticed it was underpowered and underproducing. We contacted sunrun through their customer service line multiple times with no resolution. We contacted our sales *** who promised to "make it right." text chain ***luded, however he has only asked us to send copies of bills and screenshots of our system production. He has stated he will have more panels installed and correct his mistake. However, he has s***e contradicted himself stating CPUC (CA ***************************) wont allow for additional panels. I have filed a complaint with **** as well after reviewing their resources that state additional panels CAN be installed. We trusted sunrun, as they promised a cost reduction in our energy bill. However it has s***e DOUBLED our energy bills, we have to pay sunrun and SoCal ****** for the energy we pull from the grid. We are expecting our first ***** this year and did not budget to have our bills ***rease.

  

  Business Response

  Date: 07/03/2025

  A Solutions Expert contacted the customer regarding their concerns.y here...

• Initial Complaint

  Date:07/02/2025

  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.

  The roof on *********************** is leaking and it has solar panels on it. On 6/23 I spoke to Ms. *** ************* regarding having the panels removed so I can have my roof replaced. She stated she would call me back but as of today she has called me back. I called Sunrun on 6/30 for a status and spoke to ******** and stated that the department that handles the removed is closed and no longer exist. I was transferred to Jhon on 6/30 and he stated that someone named **** would call me back and as of today he has not returned my call. No one I have talked to wants to assist me with getting the solar panel removed.

  

  Business Response

  Date: 07/07/2025

  A Solutions Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 07/07/2025

  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:07/02/2025

  Type:Sales and Advertising 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 had Sunrun solar installed September 24. I had 118% of my normal use. I checked my summer productivity beginning of June. Realized it had not been working. Produced nothing in May and nothing as of time I noticed. I had not been notified of a problem. I called in and a ticket was set up for service out. I was not notified. I called in. Was told it would take 3 days for them to work the ticket that had been set up a month prior that nothing was done about. Got email they needed to come out. Had to wait close to 3 weeks. By the time they came, I used all my banked power and was back on Nstar. Finally, had the system fixed June 25. Was told Inhad to wait 3 days before calling for credit. Here is my issue. I payed $230/ month for Sunrun service. Lost close to 3k kWh of service. Lost my back up supply. Used close to 300kwh of nstar service. I was told they will not refund me. Sinai would have to wait until April 2026 to the anniversary date. They will evaluate my production and issue a credit if I did not read the amount. Further more. No monthly fee refund $720. Will not refund me my upcoming NStar bill. Will not refund for lost KWh. They claim I agreed to this. I had sales agent go through terms with myself and neighbor. I and a tactile or audible learning. Cant understand when I read. This was never explained to us.

  

  Business Response

  Date: 07/03/2025

  A Solutions Expert will contact the customer within 1-2 business days.

• Initial Complaint

  Date:07/01/2025

  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.

  Business refuses to comply with door to door solicitation rules Told by district manager too bad. Expect to have people stopping by your house regardless of your numerous requests

  

  Business Response

  Date: 07/01/2025

  In order to assist with the request, we ask that the homeowner please provide their home address so we can add the property to our internal Do Not Knock list.

  Customer Answer

  Date: 07/01/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23541713, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Brian Beardsley

• Initial Complaint

  Date:07/01/2025

  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.

  11 years into a 20 year Pre Paid Solar System with Sunrun. Contract specifically states Sunrun is responsible for all repairs and if I should have repairs done by another company it voids my warranty. Currently system is producing power, however I am unable to monitor the system via the ***** **** communication portal (See attached files) installed at time of purchase. I filed a complaint with sunrun (Case #********) on June 26, 2025. I also contacted ***** **** (Equipment Manufacturer) on equipment purchased and installed by Sunrun (Transcript attached) and told to contact installer (Sunrun) as system was not communicating with the server. I have called Sunrun at least 6 times and on June 30, 2025 they responded stating case was closed as they found system was operating normally. They did not check or diagnose communication issue as reported. This is the 3rd equipment issue I have had with Sunrun over the years, and each time it takes months for them to repair system, costing me system down time and lost of solar power. It is only after filing BBB complaints that they seem to respond. I am requesting Sunrun schedule a maintenance technician to inspect and repair the Sunrun/***** **** monitoring issue.

  

  Business Response

  Date: 07/10/2025

  A Solutions Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 07/10/2025

  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,
  
  
  
  Wayne C*****

• Initial Complaint

  Date:06/30/2025

  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 September 2024 i signed the contract with sunrun and installed in February 2025 which was 5 months after contract was signed i said ok but until today my system is not operating at all and walls inside my house still not secured and unsafe to have kids around the opening that made during the installation .I need this contract to be canceled and fix the damages they created

  

  Business Response

  Date: 07/01/2025

  A Solutions Expert will contact the customer within 1-2 business days.

• Initial Complaint

  Date:06/30/2025

  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 filing a complaint against Sunrun due to delays, poor service, and lack of communication related to the removal and reinstallation of my solar panels.I contacted Sunrun in late February to request panel removal for a roof ***lacement. On March 16, I paid the required removal fee to Remi, Sunruns subcontractor. After ***eated calls, ***** subcontractor, ******, finally arrived. They removed some panels but didnt complete the job. The crew said theyd return the next day but didnt. After three more half-days of work and multiple follow-ups, they finally finished. I had to ***eatedly delay my roofing contractor, as Remi kept saying everything will be removed next visit.GoodCo was unprofessional and careless. On the final visit, I had to inspect their work myself and point out parts still left on the roof, though they claimed the job was *********** roof was installed on April 16. Since then, Ive been trying to schedule panel reinstallation. Sunrun said I had to coordinate with Remi, who promised someone would callbut no one did. I called weekly with no updates. Eventually, Sunrun escalated the issue, and a *** named ******* had a case manager assigned. Two weeks later, *******, the case manager, left a voicemail saying he was handling it. I returned the callno response. I followed up againstill nothing.Its now late June and my panels are still not reinstalled. My electric bill is more than twice the usual amount. This situation has been frustrating and unnecessarily expensive.I request that Sunrun take immediate responsibility and complete the reinstallation. I also urge them to improve communication and subcontractor accountability to prevent this for future customers.

  

  Business Response

  Date: 07/01/2025

  A Solutions Expert will contact the customer within 1-2 business days.

• Initial Complaint

  Date:06/30/2025

  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 reaching out regarding an issue with my solar panels. On June 6th, the panels stopped connecting, and I learned that Sunrun became aware of the problem on June 16th. Despite their attempts to resolve the issue manually, they have been unsuccessful. Today, 20 days after the panels ceased functioning, I received a notification via text indicating that a maintenance visit would need to be scheduled. I attempted to schedule on my own but nothing was available. After being on hold for 45 minutes and then disconnected, I called back and spoke to another representative. He said the next available date is August 13 which is 3 months after my panels stopped working. Which is unacceptable. He stated a case manager in my area would contact me within 24 hr. Have heard nothing. I sent a email on saturday 6/28 to ********************************** and a confirmation email stated a representative would contact me. Still nothing. So because there are not enough technicians in my area to service my panels that is the customers fault. This means my panels are not producing any energy and my electricity bill is going to be outrageous.

  

  Business Response

  Date: 07/01/2025

  A Solutions Expert will contact the customer within 1-2 business days.

• Initial Complaint

  Date:06/30/2025

  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.

  Since shelling out over 50 thousand cash for my system Ive had nothing but electricity problems and cannot ever get ahold of anyone. No one wants to help get my stuff corrected and now its effecting my electronics. I will never spend another dime with this company as they dont help.

  

  Business Response

  Date: 06/30/2025

  We are unable to locate an account, please provide a copy of the contract or another related document to the solar installation so we can assist as soon as possible