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

  1550 Magnolia Ave Corona, CA 92879-2094

  
• 

  SunRun Inc.

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

  
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  Sunrun, Inc.

  227 NY-303 Congers, NY 10920

• 

  Sunrun, Inc.

  1551 Stimson Rd Ste 4 Stockton, CA 95206-3946

  

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:06/24/2025

  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.

  Two years ago, I signed up with ****** to have Sunrun solar install a new system on my home in ~June 2023. By January 18, 2025, it was broken. No one notified me of this and I did not discover this failure until April 17. Nevertheless, I am required to pay a third party monthly on my $30,000 debt for this broken equipment.
  
  When I called April 17, 2025, they told me that I was required to sign their contract for them to even come to my house, and if it turned out that the equipment was under warranty, THERE WOULD BE NO CHARGE. I had to sign their contract or they would not come.
  
  They also told me it would take over TWO WEEKS to schedule an inspection, so I PAID SOMEONE ELSE to come here THE NEXT DAY and determine that the equipment was under warranty and get the manufacturer to send a replacement inverter.
  
  When the replacement inverter arrived, I called Sunrun again on April 27 and asked them to schedule the replacement, I told them I had the equipment and just needed them to install it. The call center rep read their script and told me I had to sign their agreement or they would not come here and fix the system, so I signed the agreement.
  
  They also transferred me to a Tech Specialist ******** who told me it was under warranty & not only that there would be no charge to replace the inverter, but could file a claim with Sunrun for the cost of the electricity used and presumably have to pay for, during the 3 months it was broken but not yet discovered.
  
  So when the bill arrived, I was shocked. Now Sunrun is calling me daily to demand their money, regardless of the fact that they lied to me to get me to sign their agreement. Lied repeatedly on three different phone calls.
  
  If they had told me they do not warranty their equipment, I could have had someone else install the failed inverter, quicker and cheaper than the amount they are trying to get me to pay them. But they did not state that. They told me if it was under warranty there would be no charge.

  

  Business Response

  Date: 07/09/2025

  The customer has been contacted, I  have left her a voicemail and text message to contact me back to discuss resolution. Currently awaiting her response.

• Initial Complaint

  Date:06/24/2025

  Type:Order 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.

   
  Complaint: 23512332
  
  I am rejecting this response because: the responses for a scheduled appointment for today July 9, 2025, does offer resolution with either a plan or date for actual repair work for the lead cause of the problem, the roof.  Although Sunrun has reached out regarding the faulty roof work and much needed repairs to both the roof and the interior of the house nothing has been done to date to rectify the problem but phone calls and tentative dates for interior repairs. 

  The issue with the roof remains and no dates have been scheduled to make the repairs to the roof, the exterior of the house. I have been scheduled with ********************** for interior repairs July *****, 2025.  I will provide updates when those repairs are completed.  

  Until the exterior is repaired the issue is unresolved and could and will cause future damage.
  

  Sincerely,
  
  ***** *****

  scope of work, however it didnt repair the area that was causing the leak in the house. This incomplete work spawned additional calls to Sunrun (******) almost weekly for the last five months to get my roof repaired. I paid a lot of money for Sunrun to come here, put in panels and have my roof re-roof and now I cant get anyone out here to fix whats wrong. Im asking that this issue be resolved immediately. This has become very frustrating. Please that my comment in no way meant to a threat but will be seeking other measures to resolve this matter if there is no traction on this email.I want to work with you guys to resolve my roofing issue. You have my email as Im sending you this via my email. My phone number is ************.

  

  Business Response

  Date: 07/09/2025

  The customer has been contacted, we have an appointment with the customer to address the concerns on 7/9/2025.

  

  Business Response

  Date: 07/15/2025

  The field service has scheduled an appointment with the customer for interior repairs on 7/22/2025.
  

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23512332
  
  I am rejecting this response because: the primary issue of the faulty roof work has not been scheduled and there has been anny assurance of a future repair date.  This is why there is a need for interior repairs.  Until a date is schedule and satisfactory repairs are made to the exterior the roof this matter will not be deemed complete. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/24/2025

  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.

   
  Complaint: 23510097
  
  I am rejecting this response because: there was only a voicemail left on 27JUN2025. I emailed and called back and left a voicemail minutes after the missed call and received no response. I called again for the second time and it went straight to voicemail. It is a Friday and I do not know if Sunrun works on the weekends so I am submitting my response early. No resolution has been made other than contact.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 06/25/2025

  A Solutions Expert contacted the customer regarding their concerns. 

  

  Business Response

  Date: 07/10/2025

  The Solutions Expert has requested more information from the customer in order to further investigate their concern

  Customer Answer

  Date: 07/13/2025

   
  Complaint: 23510097
  
  I am rejecting this response because no resolution was made. Investigation is apparently ongoing.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 07/17/2025

  A Solutions Expert has been in contact with the customer since June 25, 2025. 

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23510097
  
  I am rejecting this response because they are still conducting an investigation and have not provided any resolution to this day.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 07/24/2025

  The Solutions Expert provided an update to the customer regarding their concern on 7/24/2025

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23510097
  
  I am rejecting this response because there was no resolution given and case is still under investigation.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/24/2025

  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 filed a complaint with the BBB. You responded saying someone has contacted me. That is correct but still wrong. 

  I received an email on Tuesday with introductions. Since then, I have not heard from anyone at SunRun. 

  I consider this dispute to remain open and will advise the BBB of such unless I have some report of satisfactory action within the next 36 hours. This should give you the time you need to obtain updates as I am not trying to carry on this complaint. I just want my roof fixed. 

  
  

  Yours truly,

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

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

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

  

  Business Response

  Date: 06/24/2025

  A Solutions Expert contacted the customer regarding their concerns. 

  

  Business Response

  Date: 07/02/2025

  The Solutions Expert provided an update to the customer regarding their concern on Monday June 30.

• Initial Complaint

  Date:06/24/2025

  Type:Sales and Advertising 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.

  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,
  
  
  
  Barbara M*****

  

  Business Response

  Date: 06/24/2025

   Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/23/2025

  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.

  Turned on the solar system through Sunrun in mid-April. I started having issues with my breakers tripping right away. The main breaker tripped this Saturday, June 21.The breaker will not stay in the correct position, and my electricity keeps going out. we disconnected from the solar system and that solved the problem. I reached out to Sun run **** *****, who referred me to the customer service live chat. On June 23.I contacted the customer service live chat on 6/23/25. The live chat *** was requesting a video of the circuit breaker tripping before he can send a tech to my house. he said that I needed to provide proof that I was having the circuit breaker issue. once I provided that proof he would open up a ticket to have a technician come out to see if it was the solar system causing it. I told him that these problems started ever since the solar system was connected. The main circuit breaker is tripping now, causing all the electricity to turn off at my house. If I had not disconnected from the solar system, my whole house would still be without electricity and still, he doesnt think its urgent and has the audacity to request proof. Electricity is an essential for every day living if sunrun does not take these matters seriously then they are really harming people. I am just glad that my husband was handy enough to know that I the problem will be solved if he connected our power back to Edison.I hope other people are not going through this since sunrun doesnt seem to think is an urgent matter to ensure households have energy.

  

  Business Response

  Date: 07/02/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/23/2025

  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 door to door sales have been coming for years to our house and always send different people who are all somehow managers, weve let one in and showed a bill like they wanted and said we werent interested, another one told me if I said I wasnt interested Id never see them again so I said were not interested and a couple of weeks later we have a different set of guys coming by multiple times a week knocking on the door and dont take no for an answer and these are only a few samples of whats been going on for almost ten years

  

  Business Response

  Date: 06/24/2025

  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.  

• Initial Complaint

  Date:06/23/2025

  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.

   
  Complaint: 23506425
  
  I am rejecting this response because: customer service did reach out to escalate concern, but no efforts of compensation have been addressed. Solar panels are still not scheduled to be put back on my house, now going into July. 
  
  Sincerely,
  
  ******* ***** now 6/5 and our panels are still laying in our yard with my electric bill being 212$ for the previous month because all of our panels aren't on, AND the engineering team is STILL working on getting plans for permitting. We have been in contact with sunrun every other week trying to get our panels back on and we just keep getting the runaround, between Remi and sunrun. Now its 6/23 and our solar panels are still not back on. After an update the company says they were submitted by the engineering team and now are waiting for a permit for re-installation. At the start of this project sunrun said that we would need to have the panels put back on again within 30 days. Its now been 3 months. Our money was put into an escrow account and taken out of our bank account before this whole mess started.

  

  Business Response

  Date: 06/24/2025

   Solutions Expert contacted the customer regarding their concerns. 

  

  Business Response

  Date: 07/07/2025

  A Solutions Expert has been in contact with the customer since 6/25/2025

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23506425
  
  I am rejecting this response because: 

  i have been in contact with a specialist since 6/25 but nothing has been resolved. The specialist has not given me any outcome on the matter. The solar panels have been removed from my home since April of this year and they were scheduled to be put back on today 7/8 but they had to cancel and reschedule with no notice until i called to confirm. Then no one at sunrun or remi communicates and Ive been rescheduled and scheduled for multiple different days and times for the reinstallation process today! Multiple text messages of people who dont know whats happening when. My electric bill went from 150$ to 250$ that Ive been paying since April 2025, because no one can work together to communicate and put my panels on. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 07/09/2025

  The **** has scheduled an appointment with the customer for reinstallation

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23506425
  
  I am rejecting this response because: remi scheduled an appointment on 7/8 and then never showed up. Rescheduled for Thursday then rescheduled again. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/22/2025

  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.

   
  Complaint: 23503366
  
  I am rejecting this response because: there has been no resolution by Sunrun to assist with the lack of service and neglect
  
  Sincerely,
  
  *** ******** that were not producing any energy for over 2 years. Sunrun is only offering us $400 for this neglect. This is nothing compared to thousands of dollars we spent in electricity when we are supposed to be having help with our solar panels. Is very upsetting how this company is not taking care of their customers in a proper fashion.

  

  Business Response

  Date: 06/24/2025

  A Solutions Expert contacted the customer regarding their concerns.

  

  Business Response

  Date: 07/02/2025

  A Solutions Expert contacted the customer regarding their concerns.
  

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23503366
  
  I am rejecting this response because: no resolution has occurred with Sunrun. 
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 07/10/2025

  A Solutions Expert contacted the customer regarding their concerns and offer rejection.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23503366
  
  I am rejecting this response because: nothing has been resolved. I provided the requested documents for review and nothing has been updated. 
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:06/20/2025

  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.

  Complaint Against Sunrun Failure to ************* and Warranty Agreement We have had a solar system installed at our residence located at *****************************************************************, since June 30, 2021, under a lease agreement with Sunrun. In early December 2024, we submitted a request for service because the system stopped producing energy and the batteries were no longer storing power.Despite having an active service contract and warranty, Sunrun has failed to repair the system. Over the past several months, we have continued paying our monthly lease while also being charged full electricity costs due to the non-functioning system. We have made multiple calls, each requiring over an hour of hold time just to reach someone. When technicians are finally sent, they state they cannot fix the issue due to unavailable partswith no follow-up provided ************ is now June 2025, and we are still waiting for the system to be repaired. This lack of responsiveness and failure to fulfill the terms of our contract is unacceptable. We are requesting immediate resolution, including repair of the system, reimbursement for the months of non-service, and improved communication and accountability.

  

  Business Response

  Date: 06/30/2025

  A Solutions Expert contacted the customer regarding their concerns.