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.

  94-240 Pupuole St Waipahu, HI 96797

  
• 

  SunRun, Inc.

  131 Red Pine Cir # 2 Essex Junction, VT 05452-3451

  
• 

  Sunrun, Inc.

  5208 Tampa West Blvd Tampa, FL 33634-2415

  

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.

  SunRun assured me that their system would provide any additional power my home needs and conserve the rest for battery power in the evening. Since install, there has been nothing but problems. Essentially the systems app, Tesla, thinks my original solar panels production is the grid and is therefore blocking it from being used in my home, not conserving battery, and interfering with the system gateway. They have treated me like Im wrong when I can see easily that this is happening. This has been over six months of headaches and no support. I request lower monthly fee, remove all SunRun solar, or cheap buy out

  

  Business Response

  Date: 06/25/2025

  A Solutions Expert has been in contact with the customer since 1/9/2025

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: 23513501
  
  
  
  I am rejecting this response because the company has continued to give me the runaround on what I’m showing them is true. They have not once sent someone to check or explain. They haven’t addressed that they said the two systems would work perfectly together and that “Please note that the Tesla system is only able to reflect the consumption and electricity after the enphase system provides what it is capable of providing but the Tesla system is not able to see the Enphase system just the homes request for energy.” (Sarah Paniss, via email on 6/18/25). But I’ve showed the electric bills and the app settings and explained at least five different times that the Tesla app is blocking my Enphase system from providing power to the house and is sending it back to the grid. Thanks to my own figuring, I got them to work partially together but I have to manually change app settings multiple times a day. This is unbelievably annoying and deserves at the very least much lower monthly bills since I’m manually doing what I was sold was automatic. 
  
  
  Sincerely,
  
  
  
  Bridget Hogan Lee

  

  Business Response

  Date: 06/26/2025

  The Solutions Expert provided an update to the customer regarding their concern on 6/25/2025

• 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.

  I have sun run and when I started I had replaced my roof through sun run. I am under contract and they guarantee water tight. They installed the panels incorrectly causing damage and the honey substance they use to seal the brackets have failed. My roof is still leaking and they are not fixing the roof properly. Now they are not responding and my attic is full of mold. Its unreal that they are not fixing this issue and choosing to ignore my complaint. I need help to get them to take action.

  

  Business Response

  Date: 06/25/2025

  A Solutions Expert contacted the customer regarding their concerns.

• 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: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.

  April 24, 2025 - solar panel exploded, set my roof on fire. Investigations occured and SunRun's insurance company cleared the site on May 14 for cleanout and rebuild. Since May 25, I've been trying to get SunRun Solar to remove the panels so the roof can be repaired / replaced. My requests are being ignored. I've made no less than 28 calls to various representatives and escalation points in the last 30 days and I'm being ignored. The so-called right people are not calling back and my calls go to their voice mail. Currently, There is a tarp on the roof. The construction to fix the 2nd floor of the house begins on July 1 and the contractor wants to start with the roof. Additionally, it was said that I have to pay SunRun to have the panels removed. It's not my fault that the panels have to be removed. It was their panel that set my house afire.

  

  Business Response

  Date: 06/24/2025

  A Solutions Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 06/26/2025

  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: 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.

  Sunrun Solar took over my account from ****** a couple of years ago. My panels stopped working June 2024. They never contacted me to let me know they weren't working. Every time I call I get a new case worker. Takes months to get an appt, then Sunrun will cancel the day prior. This runaround has been been going on for one full year now, system not working, canceled appts, and they continue to charge me each month for solar power I am not receiving. They quoted me one price of $794 to "fix" the panels, but then say no, the new quote is $3900. I have also had to rely on National Grid with the panels being out of order and that has cost me $3000. Takes weeks to get a response and you have to start all over with a new case manager.

  

  Business Response

  Date: 06/24/2025

   Solutions Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 06/29/2025

  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,
  
  
  
  Barbara M*****

• 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.

  Nature of Complaint:Poor installation caused home damage; company refuses to provide valuation breakdown or allow third-party appraisal; blocking critical roof repairs.Complaint Description:I am leasing a solar system through Sunrun, which was installed on my home prior to my purchase. After moving in, I discovered the roof is leaking in multiple places directly beneath the solar panels.Sunruns own technician confirmed the issue in writing on June 5, 2025, noting that the leaks were caused by missed pilot holes and poor installation practices. Despite this, Sunrun has not removed the system or provided a repair plan that would allow for full roof replacement.Separately, I was trying to purchase the system so that I could remove the panels and replace my roof, but Sunrun has quoted me a grossly inflated fair market value of $13,363.95well above industry norms and also not taking into account that the system is producing around 80% of the 'guaranteed' production rateand refuses to provide any breakdown of that figure or allow me to commission my own third-party appraisal.Ive raised legal concerns under South Carolinas consumer protection laws and the implied covenant of good faith, but have received no meaningful reply since June 2. Their lack of transparency and obstruction is now delaying roof work and worsening damage to my home.Desired Resolution:Remove the solar panels at no cost due to installation-caused roof damage so that I can replace my roof.Provide full documentation of how FMV was determined, accept a third-party appraisal and let me buy my panels, or let me out of my lease and they remove the panels from my premises since I am paying to replace my entire roof and I don't want the panels going back on my ************ interior damage.Offer formal apology for delays, evasiveness, and distress caused by poor handling of this issue.

  

  Business Response

  Date: 06/24/2025

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

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23506375
  
  I am rejecting this response because:

  Update to BBB Complaint (as of July 13, 2025):
  I want to provide an important update to my complaint against Sunrun **** While communication with a Sunrun representative (*******) has improved slightly since this complaint was filed, the company continues to delay resolution and treat me more as an obstacle than a valued customer.

  On Wednesday, during a phone call with *******, she said she would obtain quotes from two contractors for roof repairs and two contractors for interior repairs caused by Sunruns solar installation. However, when we spoke again on Friday, nothing had changed. She said she would instead reach out to a field representative to see if one of their contacts in the area could provide a quote. I dont understand why the plan changed, and it raises serious concerns about the company's ability to follow through.

  To make matters worse, a large tree limb fell through my roof Thursday night, causing further damage. The roof is now tarped but clearly needs immediate replacement. Ive already hired a roofer, but they dont remove solar panels. On a recorded phone conversation on Friday June 27th, Sunrun suggested that I could cancel my roofing contract, use their preferred vendor for panel removal and a 'discounted' roof, and even suggested that I might be able to use insurance funds to cover solar panel removal (which seems ethically questionable).

  Throughout this process, Sunrun continues to treat the lease agreement as untouchable, despite the fact that I was not the consumer that originally agreed to it. I inherited it when I purchased the house in August 2024, less than a year ago. Ive asked multiple times to simply have the system removed and to be released from the lease, but ******* insists there is nothing in the lease that allows for that.

  I no longer trust this company and do not want to deal with them at all. If the solar panels are supposedly so valuable (per their inflated fair market value quote), why doesnt Sunrun just take them back and let me out of the lease? 

  The only option Im being offered is to buy the system outright at an *** that is clearly not market-based. The system is underproducing (only ~77% of expected output), the inverters are nearing end-of-life, and the panels have contributed to significant property damage. Yet none of this seems to factor into their pricing or their policies nor the fact that I have been seeking resolution/help from them for 2 months now, and the only reason they're responding now is because I filed a complaint at the BBB.

  I continue to ask that the BBB help hold Sunrun accountable by either:
  Considering options to void or release me from the lease entirely and removing the panels from my house or
  by requiring Sunrun to disclose the basis of their ***, offer a substantial discount on the *** as compensation for all the work that I have had to put into this process, the underproduction of the system, the inverters nearing end-of-life, and a discount or compensation for the damage that has been done to my home (both exterior and interior). 

  Sincerely,
  
  ***** Sample

  

  Business Response

  Date: 07/07/2025

  Hello. 

  We are preparing an offer for Mr ******* and have discussed with him which routes he would like to take. 
  
  Please let us know if you need any additional information. 
  ****. 

• 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.

  I have been in contact with SunRun and Remi for getting our solar panels taken off and put back on since March 2025 of this year. We speak to the manager of Remi, Then we go back to Sunrun, Then Remi. Starting march 14 we paid 6210.00$ for the project of getting our solar panels taken off for our new addition roof to be built. A month later we finally got in contact with someone and had our panels taken off, the gentleman who took our panels off told us we needed to take all of the panels off instead of just the 12 panels we needed. We told him No we only wanted the 12, he took the 12 off and put them in our yard with the supplies everywhere, screws/wires everything was just thrown into our grass, for my 3 children/ 2 dogs to pick up and eat. Fast forward another month goes by and we have been trying to contact Sunrun to have our panels put back on, and no one contacts us until ******* ********** tells us we need a site survey. So now that the site survey is completed on May 15th. It's 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. 

  Customer Answer

  Date: 06/28/2025

   
  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,
  
  ******* *****

  

  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.

  Hello, This business is not taking accountability for their poor service and errors with our solar system setup. Sunrun bought out Vivint, our original solar provider. My wife and I bought a home which was a new build and from the get-go our solar panels were registered under someone else Even though we are the original owners. For years our solder production was not being registered by the meter so we had no idea what our panels were producing. Our electrical company wasn't receiving any power from our panels resulting in immense electrical bills. It took many calls and emails to get in touch with someone to get a tech to our house. After multiple technician visits and no progress we finally found out that a component need to be replaced so that the system can read energy output. It took almost a year for this to happen. Sunrun is not taking any accountability for the misregistration of our panels nor having thr accessibility to see what our panels are producing. We had solar panels 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.

  Customer Answer

  Date: 06/26/2025

   
  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,
  
  *** ********

  

  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,
  
  *** ********