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:06/26/2025

  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.

  Yesterday afternoon (6/25/25) we had a man come to our door who was trying to get us to show him our PG&E ****, talking about SunRun, and we were both working, didnt have time to talk and were not interested. My husband politely declined about 5/6 times, and this man was very aggressive, wouldn't take no for an answer.I came over and said he has said no multiple times, please leave and shut the door. I heard him yelling something back so I re-opened the door and told him its not professional to talk back if someone tells you no and he was just like yeah yeah whatever, shut up and scooted away on his little Segway.I then went back to listen to the video my ring camera captured of the incident, and heard him say Hes the man, youre just a stay at home wife when I shut the ******* say this is disappointing is an understatement. This is misogynistic, and is harassment, let alone trespassing since we asked him to leave multiple times. I dont feel SunRun would want someone like this representing their ********** won't let me upload a video, but we have a ring video of him saying this for proof.

  

  Business Response

  Date: 06/27/2025

  If they are able to download and send us the video that would be very helpful in getting it to the correct people.  We have also added them to our Do Not Knock list.  

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23522286
  
  I am rejecting this response because:
  

  I wanted to pass on the video as requested, as well as an up close photo of the man, but it will only allow me to upload a photo. 
  

  I would prefer to send the video, as it shows exactly what the *** said to us. To do so, please email me at: 

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

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

  

  Business Response

  Date: 07/03/2025

  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.

  As of October of 2024, we called Sunrun to question why our power bill was suddenly higher than the normal, when we had been on solar for 2.5 years without any issues. We were told everything "looks normal" on our end. By November it was evident something was going on with the panels, because once again the power bill came in even higher ($40 by this point). Many calls were placed between January and April, simply to be told again and again that everything "looks normal" on their end. When my husband requested to have someone from Sunrun come and look at the panels, he was told we would have to pay $600 to have that done. Clearly something was wrong, but we don't have an extra $600 laying around especially when paying both solar and power bills. By May the power bill was $461 (aside from the $119/mo for solar. Sunrun finally agreed that something was off and stated a new "inverter" would have to be ordered and installed. An appointment was made for June 23, 2025. We waited all day. No one showed up. When we called on 6/24, we were told the appt was cancelled because they could see the systems was working "normal" once again. We've called repeatedly and been told nothing can be done about this. We have been paying for solar and power since October of last year and Sunrun refuses to even acknowledge their failure. The customer **** are condescending, unprofessional, and simply do not care. This is unacceptable. Attached are the power bills showing the increase in usage by the power company due to the solar panels not producing.

  

  Business Response

  Date: 06/27/2025

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

• 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.

  I have contacted Sunrun in regards to my solar no working properly and this began around about March of 2025 they have sent several technicians out and one will say one thing and another will say something else, they did send out the power company to upgrade my electric box that happened on May *******, we were told that someone would be in contact to fix the hole in the wall. I have reached out to management after management, and no one seems to know what is going on and I keep getting the run around here is 06/20/2025 and finally the stucco people finally contacted us and came out to fix the hole in my house. My solar is still not working properly and every time I call the tell me that there is a case open and to give them ***** hours and someone will be in contact, well I called on the 06/13/2025 and also on 06/20/2025 and still have not heard anything from anyone. I am tired of getting the run around and want my solar fixed and working properly.

  

  Business Response

  Date: 06/27/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/25/2025

  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 was fraudulently charged by Sunrun. I have never been a customer, never received the company's services, never signed up for Sunrun's products, nor has my landlord. My bank confirmed that someone stole my banking information to purchase solar panels at Sunrun. Despite calling the company and the employee sounding apologetic and confirming that none of my information was connected to any current or past account, they have only returned two out of six months' charges, because it was clawed back by the bank. The remaining four payments Sunrun has failed to refund to me, who (I repeat) have never done business with the company in any form. So beware, even if you are not a customer, you can still be scammed (as of course they did not verify any customer information; Know Your Customer, anyone?) and never hear back, even when an employee gives you their personal email address and pretends to care.

  

  Business Response

  Date: 06/26/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/25/2025

  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 purchased a solar system from sunrun that included professional monitoring. Sunrun failed to monitor my system as two of the inverters failed costing me several thousands of dollars in electricity expense before I monitored it myself and contacted Sunrun. They acknowledged that two of the inverters had failed, and they also acknowledged that they failed to monitor the system which placed them in breach of contract. They sent out a technician to replace the two inverters and told me to call them back to discuss compensation after everything is properly working. I did that and then they played dumb and said they don't give compensation even when they fail to monitor the system which is required in the contract. I sent them an email and some resolution guy contacted me and offered me $120 to which I declined, and then he offered me $200 to which I declined, and then they closed the case. I spent approx $100k with parts and labor on this solar system, and clearly I signed up with the wrong company which doesn't stand behind their contracts. I'm a very fair and flexible man, but I would like them to at least split the excess electricity cost I had to pay as a result of their breach and failure to monitor my system.

  

  Business Response

  Date: 06/26/2025

  A Solutions Expert contacted the customer regarding their concerns.

• Initial Complaint

  Date:06/25/2025

  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 have SunRun solar panels on 75% of our roof. The system isn't working at 100%. I have contacted SunRun 3 times over the past 4 months. They have not fixed it. They do not know when they will fix it. They cannot compensate me for the money this is costing me. We are in a contract with them and they are required to maintain the system so that it works at 100%. They are not and i cannot cancel the contract. They have offered no resolution or time frame for resolution. This is in breach of contract and they need to fix this.

  

  Business Response

  Date: 06/26/2025

  We have connected with the customer and are working to expedite the delivery of the equipment needed to complete the repairs to the system. 

• Initial Complaint

  Date:06/25/2025

  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 to formally file a complaint regarding serious negligence and poor customer service following the installation of solar panels on my property.After your team completed the installation, I discovered a hole in my roof that was clearly caused during the process. I reported this issue to your company immediately, and I was assured that someone would be sent to repair the damage. To date, no one has come to fix the hole, and it has now become a major concern, especially with the potential for water damage and further **************** addition to this, I have attempted to contact your customer service team multiple times by phone, and my calls are either ignored or never returned. This level of unresponsiveness is unacceptable, particularly when the damage poses a risk to the safety and integrity of my home.I expect immediate action to be taken on this matter. Please schedule a repair visit without further delay and provide written confirmation with a date and time. If I do not hear back from you within 5 business days, I will be forced to escalate this issue by contacting consumer protection agencies and considering legal options.This matter requires your urgent attention. I hope we can resolve it promptly and professionally.

  

  Business Response

  Date: 06/26/2025

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

  Customer Answer

  Date: 07/08/2025

  Complaint rejection taken in dictation by BBB *** SS 07/08/2025 
  The business has made contact however I have been unable to reach my case manager 
  ***** at **********. A ***air appointment has not been scheduled. Water is coming through my house. This needs to be escalated. 
  

  
  

  

  Business Response

  Date: 07/08/2025

  The Solutions Expert provided an update to the customer regarding their concern on July 6, 2025.

• Initial Complaint

  Date:06/25/2025

  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 had ongoing central air issues caused by SunRun installation. It remains unresolved. After having SunRun install solar panels at my home, we immediately began experiencing issues with our central air conditioning. I reported this to SunRun, and they sent a tech who unfortunately crossed the electrical lines incorrectly. I hired someone to temporary fix the problem which turned out there is a leak of gas somewhere on the line whether coming from the attic or outside. To find it would cost up to $1500 as it is time consuming. SunRun acknowledged and documented the issue and told us we would need to pay an outside vendor to diagnose the problem, since they do not have HVAC specialists. They stated we would be reimbursed. However, the cost estimate for such a diagnosis and repair is around $1500 a cost we would be unable to afford at any given ******** that the summer has returned, the central air unit was still not working. I had to do a temporary fix again. SunRun's response is why did i not pay out of pocket last summer to get it diagnosed? I am sorry that i do not have that kind of money to fix a problem your employee caused us. At this point i feel SunRun let us down. Prior to installing they promised us if there were any issues they would take care of it as they have their own specialist. We are requesting for SunRun to cover the cost of diagnosis and repair of our central air unit and not put pressure on us to pay out of pocket for something their employee did. Assign a case manager to directly oversee this resolution. We trusted SunRun to enhance our home's energy efficiency, not compromise its liability. We hope this matter is resolved quickly.

  

  Business Response

  Date: 06/26/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/25/2025

  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.

  Sunrun caused damage to my roof when they installed the solar panels. After 2 years of complaints and Sunrun sending contractors to my house for repairs, I asked to have the panels removed and reinstalled so I could at my own cost, replace the decking and shingles. The panels were removed 6/4/24. They were finally reinstalled 2 months ago but not hooked up correctly. They have sent 1 service tech out to my house to try to install correctly. He said they didn't hook it up correctly. In the past 2 months Sunrun was scheduled 2 additional appointments with me to have the panels hooked up properly and they were a no call/no show on both occasions.

  

  Business Response

  Date: 06/26/2025

  A Solutions Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 06/30/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23516790, and find that this resolution is satisfactory to me AT THIS TIME.  I will still need to see if they follow through on

  their part to resolve the issue.

  
  
  
  Sincerely,
  
  
  
  Louis Getchell

• Initial Complaint

  Date:06/25/2025

  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.

  I am submitting a formal complaint against Sunrun regarding an unresolved and costly failure of our solar system.
  
  In February 2025, our system stopped producing power, which we only discovered months later while reviewing the Sunrun app. Sunrun failed to notify us of the outage, offer support, or send a technician — despite their performance guarantee. During this time, we continued to make monthly lease payments assuming the system was working.
  
  As a result of this failure, our utility company (******** ********** ******) has now charged us $5,572.64 for energy usage that should have been covered by our solar system. This is a direct financial burden caused by Sunrun’s negligence.
  
  We are seeking:
      •    Reimbursement for the Sunrun lease payments made during system downtime
      •    Compensation or assistance in covering the excessive utility bill
      •    Immediate resolution and restoration of solar system.

  

  Business Response

  Date: 06/25/2025

  A Solutions Expert contacted the customer regarding their concerns.