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

  1225 Park Center Dr Vista, CA 92081-8353

  
• 

  SunRun Inc.

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

  
• 

  Sunrun, Inc.

  177 Cantiague Rock Rd Westbury, NY 11590

  
• 

  Sunrun Inc.

  7679 N San Fernando Rd Burbank, CA 91505

  

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:06/09/2025

  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. ******** 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,

  
  

  ******* ******

  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 ****** than expected which is completely false. I have changed almost every appliance in my house for more ****** 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 ******. Sunrun is NOT ADDRESSING THIS CONCERN and cannot explain the extra usage in ****** 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 ****** 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 ****** 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 ****** needs. Please review this very reasonable request. We have no motive other than to save money going forward, not spending more.
  Sincerely,
  
  ** *** ******

• 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,
  
  ****** *******

• Initial Complaint

  Date:06/07/2025

  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.

  So in November of 2024 our inverter for our solar system went out. This wasnt fixed until November of 2025. During this process they would only show up every other month to check it out and fix it. After about 8 months or so we requested some type of compensation which we were told we would work something out once the issue was resolved. We have yet to get compensation for the 12 months of service. Reason were filing a complaint was we were lied more than once. The first one was that even though our inverter was not functioning we were still producing. Producing but we werent able to see how much we were producing. Next was about being compensated, later after we were told we wont be compensated after all. Everything is recorded so it is documented. At the end of the year our tru-up came out to almost 3 thousand dollars. With that being said they should be responsible for at least 50% of it due to the lack of urgency and the false pretense of being compensated. Knowing you have faulty inverters as a company you should hold yourself accountable.

  

  Business Response

  Date: 06/12/2025

  The customer has been contacted via phone and email. He scheduled a call back appointment for 6/12/2025 between 11:45-12 Noon MST, he did not honor the appointment. The case has been concluded with findings sent to the customer via email.

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23438481
  
  I am rejecting this response because: there was no attempt to contact me, all I received was a text and I replied back immediately. If you review the pictures I sent you can see I attempted to make the call and they did not. There was no attempt at all and I will keep filing complaints and consider unsatisfactory. Also they didnt review the call logs where I was told there would be compensation when the task was finally completed which was recorded 3 months prior to the job being completed by their rep ************************************ *******

  

  Business Response

  Date: 06/16/2025

  I spoke to the complainants husband on 6/13/2025 and explained the reason as to why we can not render compensation. I also granted them 3rd party monitoring access to their system so they can monitor their production since the system belongs to them. Call and email activities are on the case for the customer to review showing contacts were made for resolution. This case is currently closed.

• Initial Complaint

  Date:06/07/2025

  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.

  Sunrun continues to mess up on the process with local *** electric bill. They never get that bill down until after we complain to them. *** bills were suppose to be lower than ever before with solar, but instead we would get $400 to $500 *** monthly bills even though kw hours used majority of time was much less then what was produced with panels. More info in emails attached.

  

  Business Response

  Date: 06/10/2025

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

• Initial Complaint

  Date:06/06/2025

  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.

  Call customer service many times to report ********************** panels werent working and called many many times and waited for a year ; finally fix and the company wants me to pay for repairs and pay my monthly payment without my panels working las year and part of this year ant may , i need help to start paying my monthly payment since may and they accept that they were responsible to repair my solar panels without any charge

  

  Business Response

  Date: 06/13/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/06/2025

  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 purchased a new Solar System from Sunrun for $57,000 in October of 2022. In the two and a half years I have had it, it's had over 241 days now of downtime. I rarely get timely responses or responses at all from my case managers. The contractors that come out to make repairs don't repair the issues, and then my case manager closes the case without following up. I have repeatedly asked for a manager or director (someone in the leadership chain that can assist) to contact me or to be given their contact information so we can resolve the lingering installation issues. I have an active case currently and have stopped getting any communication from my case manager or the contractors. I was also informed that since I purchased my system, that Sunrun will not provide active monitoring despite having active monitoring listed as a service provided in the contract. I am asking for the contact information or to be contacted by a leader within the company that can help get me the service that is expected. I would assume there would be some form of compensation or lemon law in effect for 241 days on downtime in less than three years of ownership. I am hoping that we can turn this all around and get it to a positive experience. Side note, *** ******* has been the only Sunrun employee that made me feel valued despite not being my account/case manager. She's been great, but I need someone who is assigned to me that will respond and assist with my issues.Thanks so much in advance!****** *******

  

  Business Response

  Date: 06/10/2025

  A Solutions Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and it is true that the ************* specialist reached out to me and it working to resolve my issues.  The complaint cannot be resolved fully until the repair work is completed, and monitoring which I am paying for is in place and the compensation request is considered, but the first step of reaching out and discussing the issues from my complaint has been completed.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/06/2025

  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 writing this complaint on behalf of my 87 year old mother ****** *******. In September 2021, my mother finally decided to chose Sunrun for solar panels and battery backup up. We sat with the salesperson to provide us with all of the particulars and underscored that we wanted to have battery backup in place for my elderly mother. In front of three of us (her children) the salesperson stated that the battery systems will be made available in the next few months. The desire and need to have a full solar system with battery backup was without doubt, the aim. Again, a full package including battery backup was clearly stated and promised the day my mother signed the contract. My mother waited and waited. I have attached a letter for your review. I am planning on sending the letter to the parties mentioned. On May 25, 2025, I sent an email with a letter to Sunruns management and leadership team (including Board Members), however I have not received a single email, letter, or call from any of the recipients. I have also investigated through various outlets and have noticed that my mother is not alone in this situation. It is also worth nothing that Sunruns website currently advertises battery installation for Florida residents, however we never receive a reply regarding their advertising. We have been able to see well over ***** complaints other customers have reported, and we wish for my elderly mothers voice to be heard.

  

  Business Response

  Date: 06/09/2025

  A Solutions Expert will contact the Sunrun account holder within 1-2 business days

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23435218
  
  I am rejecting this response because their response was utterly patronizing.  There was no resolve and they continue to mislead customers in ******* by falsely advertising services that they openly admit are not available.  Sadly, Sunrun will continue to get away with hurting customers.  Its a disgrace!
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 06/10/2025

  Customer was made aware that we are unable to change the current service availability in ******* or offer a battery installation at this time. 

  

  Business Response

  Date: 06/12/2025

  Hi Shyan, 

  
  

  Im reaching out regarding Mr. ******** complaint. The concern centers around his request for a battery backup to be installed at his mothers residence. We have informed Ms. ******** son that battery installation is not available in her area. 

  
  

  As we have communicated this limitation and the customer has declined the resolution offered, we are requesting that the complaint be closed as the matter has been addressed to the extent possible.  

  
  

  Thank you, 

  
  

  ******* ******

  Senior Operations & Training Specialist | CX Solutions
  

  Customer Experience