Complaints

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

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• 

  Sunrun, Inc.

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

  
• 

  Sunrun, Inc.

  227 NY-303 Congers, NY 10920

• 

  SunRun, Inc.

  695 Myles Standish Blvd Bldg 2 Lot 36 Taunton, MA 02780-7331

  
• 

  Sunrun, Inc.

  73-5576 Kauhola Kailua Kona, HI 96740-2688

• 

  Sunrun Inc

  8090 Arjons Dr San Diego, CA 92126-4303

  

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:06/10/2025

  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.

  We purchased a upgrade to our solar system from Sunrun last year The system does not work correctly and the existing system does not [performs as well as it did before the new addition. the situation has been going on for a year with lots of excuses but no resolution. The contract calls for 141 percent of home energy requirements and we are producing less than before. Instead of improving our system they have degraded it.

  

  Business Response

  Date: 06/20/2025

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

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23449301
  
  
  
  I am rejecting this response because:
  
  The company contacted us with an empty response. They have not taken any action to resolve this issue.

  
  
  Sincerely,
  
  
  
  Wallace Krywko

  

  Business Response

  Date: 07/02/2025

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

  Customer Answer

  Date: 07/02/2025

   
  
  Complaint: 23449301
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Wallace Krywko

• Initial Complaint

  Date:06/10/2025

  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 have a leased solar system with SunRun that has only worked a total 17 days since December 11th 2024. They continually cancel and reschedule field visits to repair the system. The system is never fixed and will fail days after supposed repair.

  

  Business Response

  Date: 06/12/2025

  An Escalation Expert has attempted to reach out to the customer and will be working with the field service team to resolve their concerns. 

• Initial Complaint

  Date:06/10/2025

  Type:Billing 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.

  Solar panel not collecting and company wants to charge $669 to send a technician out

  

  Business Response

  Date: 06/16/2025

  A Solutions Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 06/17/2025

  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,
  
  
  
  Cleon B***

• Initial Complaint

  Date:06/09/2025

  Type:Product 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 writing to express my dissatisfaction with Sunrun, particularly with the customer experience professional assigned to my account, ***** *******.Sunrun installed my solar panels and two batteries on March 13, 2025. The process from ordering to installation was smooth and satisfactory. However, issues arose once the project was handed over from the installation team to the activation team. For three months, I have been attempting to get an update on the activation of my system, but I have received no **************, I contacted LA County and found out that the inspection, typically scheduled for the day after installation, was never arranged by Sunrun. This oversight has delayed the issuance of the Permission to Operate (PTO) from ************************** (***), and I have been informed that this could take months. After personally scheduling the LA County inspection for tomorrow, I received an email from ***** stating that the conduit has not yet been painted, preventing the system from being inspected. It is unacceptable that a requirement for the inspection, which is their responsibility, has not been completed three months after the installation.Additionally, I am experiencing issues with the system itself. Since installation, all the lights in my house have been flickering intermittently and regularly. I am very concerned about the potential damage this could cause to my electronics and other electrical devices. Despite my efforts to get Sunrun to address this issue over the past three months, I have yet to receive a response to my inquiries.I hope this matter can be resolved promptly.

  

  Business Response

  Date: 06/13/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/09/2025

  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 have been a Sunrun/ Vivint customer for 10 yrs. I am extremely disappointed in their customer service. I had damage to my roof caused by the solar panels a few years ago and Sunrun finally removed the solar panels and determined that the issue causing my leak in my living room and bedroom ceiling was due to the incorrectly installed solar panel mounts. Sunrun had a few contractor patch the areas where the mounts were on the roof and replace them with new mounts. They also had a contractor come in an fix my living room and bedroom ceilings. Later in the year, my living ceiling leaked again as the repair that the Sunrun contractor performed did not fix the issue but put a bandaid. So, I contacted Sunrun and about a month ago another Sunrun contractor came and removed the damaged shingles (caused by the solar panel mounts) and fixed the areas where the mounts damaged the roof. The only left for Sunrun to repair was the damage caused by the solar panels where my ceiling leaked in my living room which Sunrun is now claiming is my fault and responsibility. A few weeks ago, after speaking to my case manager, I was told that someone would come look at my **** room ceiling. The day of the appt. a Sunrun **** came to the door to look at the roof and I said that's fine as I thought he was checking the contractors work then he asked to look at my elec. panel. I said but, "aren't you going to look at the living room ceiling but he was only part of the reinstallation team and had nothing to do with looking at my ceiling." I was also working from home at the time then he asked to look in the attic and did not have time to get the items out of the closet to have him look in the attic. I told the Sunrun **** we would need to reschedule. A few weeks ago, Sunrun sent me a nasty breach of contract letter. I call and when I return their calls I'm put on hold for long periods of time and I have to retell my issue over and over. They always call during my workday. Help!

  

  Business Response

  Date: 06/12/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/09/2025

  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.

  We had solar panels installed last year and they were activated in February of 2024. Since that time we have not received any credits to our electric bill but have been generating solar energy. For the past 2 months I have been calling both SunRun and National Grid to try to figure out what is going on. It was determined that there is a problem with the initial paperwork that SunRun had us fill out. My son took out the contract for SunRun but the utilities are in my name, we co-own the house. SunRun told us that is where the problem is and they were going to get back to us with a resolution. That was 3 weeks ago but we have heard nothing from them and they are not answering our phone calls or calling us back after leaving daily messages.We have a case manager, ******* *****, but she is non responding to any phone calls. We have figured out that they owe us about $9,000 since our solar has been activated and we just want a resolution quickly.

  

  Business Response

  Date: 06/12/2025

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

• Initial Complaint

  Date:06/09/2025

  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.

  In 2021, I had just moved to *******. A few months went by and a sales associate contacted me about solar panels. Long story short, I was told the panels would cover 101% of my energy usage without having to place them on the front of my home (see text). This would have been a deal breaker for me and the associate assured me that we wouldn't have to do that, it would be all covered. After a horrendous installation process which included trash on my property, tiles being broken and left on my roof(see pics), workers screaming and swearing, and a worker falling through my living room ceiling, I am stuck with an FPL bill anywhere from $200 to $300/ mo. range in which I have sent copies to Sunrun, along with a Sunrun bill of $200 per month after being told that my FPL bill would only be around $8-$10 per month. Sunrun is saying that I am using 87% more energy than when I started with them and FPL says that's impossible. I have reached out the **** ******,CEO, of Sunrun with this case and she refuses a meeting with me to hear my situation. My case has been handed off to someone that is not addressing this concern even though she stated there is an "Unknown Discreprancy" with our system. There are so many other details in this case and am only allowed so many characters to write about this. I am asking to be let out of this contract and for Sunrun to just remove these panels. There are no savings, only costs. I will also get charged approximately 25K to remove and reinstall these panels when it comes time to get a new roof which I wasn't told.Even the tech sent out from Sunrun has agreed that something is off even though the panels show to be working on their end. At this point, Sunrun has only offered to remove the 2.9 increase per year on the bill. I just would like these panels off and to move on with my life. Please see all of my attached texts and pictures of this case. Anyone in this situation would feel this way and be disgusted at how SUNRUN has handled this.

  

  Business Response

  Date: 06/12/2025

  A Solutions Expert contacted the customer regarding their concerns. 

  

  Business Response

  Date: 06/12/2025

  Hi Shyan, 

  
  

  I am reaching out regarding Ms. Fetzer's complaint. The customer's complaint is related to seeking termination of the solar agreement and removal of the system at no cost, due to poor installation experience and a roof leak that we have previously addressed and fixed.
  
  We have exhausted all options with the customer, they are not accepting our offers to resolve their concerns. We have advised that we will not move forward with their request to terminate and remove at no cost. We have also had them on a billing hold since January 16th, 2025, as a courtesy until we reached a resolution.
  
  We are requesting to have this complaint closed out since the customer's concerns were addressed and they have not expressed any additional concerns.
  
  Thank you,

  
  

  Claudia Martel

  Senior Operations & Training Specialist | CX Solutions
  

  Customer Experience

  Customer Answer

  Date: 06/13/2025

   
  
  Complaint: 23445666
  
  
  
  I am rejecting this response because:
  As you can see, Sunrun is not addressing my complaint and wanting to close the case. My complaint included not only my experience with the panels and lack of trust I have with this company's competence, it was wanting answers as to why I was promised 101% coverage of my electricity when this is not the case. The text with the Solar representative is attached for proof of that promise. Sunrun is also claiming that I am using 87% MORE energy than expected which is completely false. I have changed almost every appliance in my house for more energy efficiency, even my central air conditioning unit. FPL and the tech that came out from Sunrun said there's something "off" , that's  there is no possible way we are using that much more energy. Sunrun is NOT ADDRESSING THIS CONCERN and cannot explain the extra usage in energy and does not seem to care to explain. Sunrun has caused damage to my home, not been helpful in figuring out what's happening with the energy usage and cannot explain why my FPL bill is anywhere from low $200's to $300's (when i was told FPL would be $8-$10/month) and having to pay them (Sunrun) $200 per month for the panels. Total energy bill is around $475 per month between Sunrun and FPL, sometimes more. Again, I am asking to exit this contract with no other refund. This is absolutely a reasonable request as there are no savings for us. If Sunrun thinks there are savings for us, please explain while adding in the costs to remove and replace panels when comes time to get a new roof which was information not disclosed to us, and now we are told it will take several thousand dollars to take off when we get a new roof and several thousand dollars to finally remove them.  The only way Solar Energy makes senses for a home owner to have is if it is cheaper than FPL as they promised but it is not less costly at all, This is a void of contract as they have not delivered their promise of covering 101% of our energy needs. Please review this very reasonable request. We have no motive other than to save money going forward, not spending more.
  
  Sincerely,
  
  
  
  Jo Ann Fetzer

• Initial Complaint

  Date:06/09/2025

  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.

  I had the company (Sunrun) to install solar system at my house in 2022. This year, I found a black part in the backyard, with the label "Solar Mounting Solutions", indicating that it's used to support the solar panels.
  
  I contacted the company, and they insisted that their system is working correctly based on their monitoring. Even though the customer support person acknowledged that the piece is used by the company, they still refused to come to check the system. Instead, they asked me to pay for the inspection service, with such an obvious evidence that their system might be at risk.

  

  Business Response

  Date: 06/12/2025

  The customer has been contacted. His request is under review for resolution.

  Customer Answer

  Date: 06/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The case is not resolved yet, as the response from the business is saying that they're working on it.
  
  
  
  Sincerely,
  
  
  
  Jin **

  

  Business Response

  Date: 06/30/2025

  Customer has been contacted. Appointment has been scheduled.

  Customer Answer

  Date: 06/30/2025

  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,
  
  
  
  Jin **

• Initial Complaint

  Date:06/09/2025

  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 had a solar agent stop by my house as they do often to see how our panels were producing production. He asked to see app on the phone, which I showed him at which time it showed that my system was not producing any energy at all. He advised meto contact Sunrun so I did. I contacted Sunrun the following day. They advised me that my system has not been producing any energy since April 6 and they said they would have somebody call me within 24 to 48 hours to set up an appointment or that I would receive an email. A gentleman called me within a couple of days and proceeds to tell me that the first appointment that they have available is July 21. Now, mind you, my system is not producing energy! This is absolutely unacceptable as I my system is not producing anything now Im completely back on the grid all day in the heat of and Im absolutely this is not acceptable. This is unacceptable. Sunrun wants me to wait at that time over two months when my system is not producing any energy. This is an urgent matter.

  

  Business Response

  Date: 06/13/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/09/2025

  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.

  S***e Nov2024, we have been in communications with SunRun *** Solar. They have failed to remove a customer obstruction breach for no contact. We have spoken to them numerous times and had cases opened up to look at our solar system looked at that was not communicating with them. Finally in April a *** said their system was automatically closing our cases due to the breach that was never removed. 4/23 was the last communication. Our roof started to cave in and we were sold panels stating it was a one time fee of 499$ by the solar by Vivnt solar who was bought out by SunRun. SunRun extorted us and quoted us at 9K to remove panels. KNOWING my roof was caving in. S***e the solar company did not maintain communications, we had to remove them ourselfs as black mold took over the house. Upon further inspection, all of the electrical boxes placed by the previous solar Vivnt, were all corroded besides one box. The electrician stated we were lucky the house didnt catch fire! The company has failed to connect us with higher supervision and failed to uphold the word of the previous seller for Vivnt solar ******* *********. I am seeking a resolution before resulting in a lawsuit or arbitration. All phone calls should have been recorded from SunRun as proof of the attempts and failures off service.

  

  Business Response

  Date: 06/10/2025

  A Solutions Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23443269
  
  I am rejecting this response because:
  This dispute is still currently underway pending SunRuns review and response. I will add, since filing with BBB, it effectively prompted assistance in favor of the consumer. Id advise if other consumers are running into the same circling of trying to get things honored or even pushed to higher leadership, filing complaints with outside agencies is the most effective way to start moving in the right direction. 
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 06/17/2025

  A Solutions Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23443269
  
  I am rejecting this response because:
  I am formally rejecting Sunruns response. The company continues to rewrite the narrative at the expense of the consumer, focusing solely on the removal of panels due to a potential fire hazard and roof concerns. This narrow explanation ignores the reality of 4.5 consecutive months of misinformation, unaddressed escalation requests, and a systemic lack of accountability within Sunruns business practices.
  It is important to note that the only reason a solutions expert contacted us was because we filed a complaint with the BBBdemonstrating that Sunrun does not proactively address consumer issues unless pressured by external parties. This pattern of behavior should be made public so that all current and prospective Sunrun customers are fully aware of the risks in dealing with this company.
  Sunrun has refused to take responsibility for its failures in communication, escalation, and consumer care. I urge the BBB to ensure these facts are documented and shared with the public.
  Sincerely,
  
  ****** *******