Business Profile

Solar Energy Equipment Dealers

Sunrun, Inc.

BBB Accredited Business A+Rated by BBB

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.
1,269 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/07/2025
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.
My solar panel system production has been degraded since the 29th of May. I noticed the poor production when I received our utility bill on the 25th of June showing a serious decrease in solar production (approximately 2/3 of panels are not working). I notified SunRun and they ran an analysis and agreed with me that there is a problem. They sent me an email to click on a link to schedule an appointment, yet no appointments are available for the next ************************************************************ making an appointment, yet no one can seem to help in this matter. They only tell me that someone will call and assist me within the next 24 to 48 hours. This has been going on for the last week and a half with absolutely no help nor assistance. The last time a problem occurred, it took 8 months for repairs services. It is their responsibility to monitor the system and notify me of problems and make a honest effort to provide me a service. I feel like they are not honoring the contract made between me and them. I am paying them $126.77 month approximately 300kwh. It would be much cheaper to just pay the electric company without having solar panels. I cannot afford to pay for a service that is not being delivered as promised and the electric company at the same time. I see no end in sight and higher energy bills.
Business Response
Date: 07/10/2025
A solution expert has contacted the customer, and an appointment had already been scheduled
Customer Answer
Date: 07/13/2025
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. Please keep in mind that an appointment was only made after I contacted the BBB.

Sincerely,

******* Pollen
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: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.
We have been referred to SunRun by my family members. We were promised a referral bonus of 1000$ to be gifted to them. Months have passed by and our rep **** ***** has stopped contacting us, did not respond to text messages or anything. We have contacted the company and they said they have submitted a claim. We waited months and weeks and heard nothing. They have spiraled back and fourth with useless information. They said we dont qualify for a bonus because the promotion date expired. The promotion date would qualify but the rep **** ***** NEVER submitted the form like he should have during the promotion. They have lied to us, stole our money, now we have to pay 2 bills. Sun Run and ***** when that was NOT the agreement.
Business Response
Date: 07/08/2025
A solution expert will contact the customer in 1-2 business days.
Customer Answer
Date: 07/08/2025

Complaint: 23554027

I am rejecting this response because: It is not fair and the company had broken promises. We were promised a referral bonus by our sales person **** *****. He was required to submit paperwork for the bonus and he never did. Therefor the promotion expired. That is not our fault, the company made a mistake and refuses to give us the bonus when they made the mistake. They lied to us

Sincerely,

******* **********
Business Response
Date: 07/09/2025
The Solutions Expert provided an update to the customer regarding their concern on 07/09/2025
Business Response
Date: 07/11/2025
Hi Shyan,

I am reaching out regarding Ms. ************ complaint. The customer's complaint centers on a demand for a $1,000 referral bonus for a family member that referred her to Sunrun. We have discussed with the customer that ******** **** was the referring party for their system installation and per the programs terms, any referral compensation is issued to the registered referee, in this case, ********, not to the person (****** **********) being referred.

Also after further investigation Ms. ************ system was installed January 25, 2025 which was after the date the referral program ended on December 31, 2025. Because their installation took place after that window, it does not meet the programs eligibility requirements, and we are unable to issue a referral reward to the referee.

We are requesting to have the complaint closed out as the customer is rejecting this resolution, and has not brought forward any other concerns that we can assist with.

Thank you,

******* ******
Senior Operations & Training Specialist | CX Solutions
Customer Experience
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:07/03/2025
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.
A Vivint Solar contract was transferred to us at home purchase in 2017. In 2020, Sunrun acquired Vivint Solar. By 2024, my roof required repairs. Sunrun uninstall my solar panels. Less than a week later the panels were scheduled for reinstallation. Sunrun did come to reinstall the panels but did not finish the job. Since Summer 2024, I have been waiting for reinstallation. The equipment is in my yard. There have been delays attributed to permits, designs, contractor hiring, missing parts, and missed deadlines. The first stage of reinstallation was done incorrectly. My roof leaked. Sunrun did repair the roof and ceiling. No further action has been taken regarding the solar panel reinstallation. Sunrun has provided some reimbursement for my electricity bills in 2024. They also issued a one-time small inconvenience payment in 2024. We have been unable to use our yard, our grass is dying, and our electricity costs are rising. In March 2025, Sunrun hired 'Remi' to facilitate the panel reinstallation. Remi subcontracted with ******************** in May 2025. ****** *****, the ******************** | CX Solutions at Customer Experience is my contact at **********************.
Business Response
Date: 07/07/2025
A Solutions Expert has been in contact with the customer since October 4, 2024.
Customer Answer
Date: 07/07/2025

Complaint: 23549788

I am rejecting this response because the problem isn't we haven't heard from someone at Sunrun. The problem is the solar panels aren't back on the house after over 1 years. Sunrun contact ****** ***** does not schedule the installer nor order the materials nor check those materials. We contracted for solar panel service not communications about solar panel installation issues We need the panels re- installed and off the backyard lawn.

Sincerely,

***** *****
Business Response
Date: 07/14/2025
The field service team has scheduled an appointment with the customer for reinstallation.
Customer Answer
Date: 07/14/2025

Complaint: 23549788

I am rejecting this response because I would like Sunrun to compensate me for this delay. I am not satisfied with 14 months awaiting re-installation and not having solar panels on my home.

Sincerely,

***** *****
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.

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Sunrun, Inc. is BBB Accredited.