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. has 84 locations, listed below.

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  Sunrun, Inc.

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

  
• 

  SunRun Inc.

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

  
• 

  Sunrun, Inc.

  227 NY-303 Congers, NY 10920

• 

  SunRun, Inc.

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

  
• 

  Sunrun, Inc.

  73-5576 Kauhola Kailua Kona, HI 96740-2688

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:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/01/2025

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

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/01/2025

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

• Initial Complaint

  Date:06/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/30/2025

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

• Initial Complaint

  Date:06/27/2025

  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.

  The salesman promised to pay our first three months of payments equaling $450, our early termination fee of $395 and promised a $33 a month credit from Tesla over the life of the 25 year lease equaling $ $10,750. The salesman was fired for shady business practices and lying to customers and therefore I will not receive anything that was promised. I have confirmation from the salesman confirming said agreements in text messages and in my notes from the first visit and Sunrun will not honor them because they were not included in the agreement . I can provide screenshots of these agreements if needed.

  

  Business Response

  Date: 07/01/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/27/2025

  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 got solar panels 5 years ago. They have not saved us a *****, compared to the previous 4 years. Our salesperson lied about the lease, we were told several times our lease would be $118.00/month, for the ENTIRE 25 years), instead, it increases by 2.9% annually, for 25 years) , we would only have a delivery charge during winter, ( we have one EVERY month) , we were told we could pay $500.00 to have them removed if we were not happy with them, (we would have to pay them off). He lied about EVERYTHING! My husband was called AT WORK, for a 3 way call, where they tricked him into answering questions he did not think they had lied about. We have gone through about 4-5 salesmen because our first one, ******, was no where to be found 3 months later. The CEO refused to answer my emails. We were also told we had been given $500.00 credit last Fall, because our system was not performing correctly. I looked back at Aug-Dec 2024, NO credit was applied to our account, ever. Our system has not been performing correctly for a year, and now we are having our roof replaced because of hail damage. We DO NOT want to put them back on. What we would like, is to get out of our contract, that THEY HAVE breached multiple times, and they have lied about everything, cost us MORE money, did not give us credit, AND, we did not get the tax credit, (they did), they have taken a year to fix our panels , which are STILL not fixed. Weve had squirrels build nests under our panels, twice. We want the lean taken off of our house and a written document saying there is no lean. I think we have dealt with this scam of a company long enough.

  

  Business Response

  Date: 06/30/2025

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

• Initial Complaint

  Date:06/27/2025

  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.

  called Sunrun About ceiling leak in dining room ceiling. Sent someone out to inspect. He went up in ***** and to see where leak was but could not go to exact spot where leak was located because of ac ducts. Went to roof just to where about location was and took pictures and showed us. He told my wife and i that the ****** was put in wrong and that he would not have done it that way. There was water stain just where the ceiling stain was. Received message today saying that they believe it was not caused by them and for me to call a roofer. How can they say that since the person could not get to the spot to inspect the attic roof because of ac ducts? Aked to send someone to inspect again. will not accept finding since person could not get to attic ceiling and locate water stain.

  

  Business Response

  Date: 07/01/2025

  A Solutions Expert contacted the customer regarding their concerns.
  

• Initial Complaint

  Date:06/27/2025

  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 solicited me about having solar panels installed in March of 2022. Telling me I would not have an electricity bill anymore and would only pay back on the low cost of purchasing the solar system, it sounded like a good investment. The system included a back-up home battery to power my home during power outages as well, making it even more appealing. After having the system for a while, I noticed that I was still getting a full electricity bill. I had no knowledge about how the system worked, but Sunrun personnel told me that the system was working properly. Fast-forward a few years, I was fortunate to get an opportunity to learn about how my system was supposed to be working, having it inspected from two independent solar expert sources. I learned that my solar panel system is not installed correctly which is the reason I am still getting full electricity bills the whole time the panels have been installed. I have asked Sunrun to remove their solar system which they have refused. Sunrun has also refused to even send someone out to do an inspection, wanting me to pay for it; it is their mistake. I told them I am not going to pay for their mistake/error because it is they who owe me a fully functional solar system from the beginning. There should be some mitigation from them to compensate their error.

  

  Business Response

  Date: 07/01/2025

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

• Initial Complaint

  Date:06/27/2025

  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.

  Date of installment April *******. i have not paid any money to Sun Run Solar Panel. They installed solar panel on my home. The nature of my dispute is. A salesman came to my home explaining the special offer he had on solar panel through a government program with no cost to me. i didn't agree at that time, he came back a copy days later and I agree to let him install the panel. he never brought up Sun Run not ever, and I never ever signed a contract. He explain Freedom would come out and install the panels in a couple of days and they did.I did not hear from no one until December 6, 2024. I receive a letter from Sun Run stating I was 60 days past due as of that day I owe$624.87. My first phone call was Dec.12/2024. I requested a claim to be open and they did. I called many time I kept getting voice mail I would leave my information no return call . Not until February, 25, 2025 **** ****** took the case. She decline my case, stating the contract was sign by a ********, and she played recording saying it was my voice agreeing with the contract That was not my voice. I have emails, contract that I didn't sign. I hope you can help me.

  

  Business Response

  Date: 06/27/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/26/2025

  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.

  Our solar panels stopped producing electricity some time in April. Our electric bill from our provider shot up in May. Sunrun notified us in June that there was an issue. I made the first repair appointment available and its not until September. I called and chatted to see if there was any way someone could come sooner than a 72 day lead time. All answers were no. My appointment in September is the soonest. So our solar panels will be off line at peak production summer for 5 months. They have a performance guarantee which will hopefully give us some relief but its not until the end of the year. So, where we stand now is that we still have to buy electricity from Sunrun per our contract AND pay our electric provider for all of our usage since our panels arent producing, and might get some money back at the end of the year by way if the performance guarantee. If they could only get a repairman here in a matter of weeks versus a quarter of a year this could be avoided.

  

  Business Response

  Date: 06/27/2025

  We moved this customer's appointment up to 7/22/2025 and confirmed this resolved their issue. 

• Initial Complaint

  Date:06/26/2025

  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.

  Sunrun is committing fraud in regards to what they are reporting to the power company of what my house generates and what my solar system actually generates. There are two seperate contracts on my house from Sunrun. I did not lease the panels they were leased to the house and i had to takeover the existing lease as a condition of buying the house. From what i have found so far they are only reporting 1/3-1/2 of my solar production that i am actually generating mean while i am getting huge bills from so *** ****** for overages

  

  Business Response

  Date: 07/02/2025

  A Solutions Expert contacted the customer regarding their concerns.