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.

  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:06/23/2025

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

• 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.

• 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.

  In February of 2025 my Sunrun inverter went bad, it took the company three months before they came out and fixed it. So for three months I had to pay for power I wasn't getting and my regular electric bill sky rocketed. I have tried calling they to get some compensation, there answer is that the system produced more power then they said it would. After doing my research because of the power they say I over produced,and I'm not suppose to pay extra for the extra power I make, I found that if my system was down for another month then they would start losing money. I think they shut my system down so I would have to pay for the extra power I made. My bill is $144 a month after talking to five people they said they would credit me $75 for not being happy with the results. I might be barking up a tree but I'm sure I'm not the only person that this has happened to. I think that Sunrun should take a little more responsibility for a down system, I feel that I should be compensated for at least half of what I paid to them. Also they never notified me the system was down, once I got the electric bill called them and they told me I wasn't producing any power more reason to believe about my theory. Hopefully something can be done Thanks for your time Have a great day *****

  

  Business Response

  Date: 06/30/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/20/2025

  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.

  In February of this year I contacted Sunrun about a leak in my roof caused by their installation team. They dispatched an inspector who determined that there was extreme damage to my roof caused by the installation. Upwards of 30 holes in the roof. They then sent out several repair crews to give an estimate for the work. I have called Sunrun multiple times to get updates on the situation always to be transferred to different voice mails. I have never been called back. I receive bills in the mail for the system that is not on my roof producing energy and yet never get called back when I talk to someone. The latest people to do the inspection on the roof informed me that I now have over thirty broken roof tiles from Sunrun and the various other companies walking around on my roof

  

  Business Response

  Date: 06/23/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/19/2025

  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 September 2024 I signed the first leasing contract for solar on my residence. In November 2024 I contracted for service on my rental house. Two separate accounts. I was told by the **** that the monthly fee for my residence was $259./month, $239. with autopay. The rental would be $299./month, $279. with autopay. Payment was initiated with autopay by the credit card option. The systems were both functioning by May 2025 but I noticed the billing amounts were higher than estimated. **************** is incredibly poor and verbally abusive. One woman taunted me with "you signed the contract" when I told her the amount was higher than what the **** told me it would be. Basically the fine print in the ************************************************* minutes gives them the freedom to charge whatever they want and do whatever they want until a legal authority stops them. In June the second house autopay did not go through even though it is set up on the website. I kept calling, and then someone determined that I had to pay both houses out of only one account. I said that is not legally possible. I was told it is too much work to set up another account and just to begin the process, they demanded direct access to my checking account. That is never going to happen. So the second house remains unpaid for June, despite the mechanism for payment in place. I am receiving harassing robocalls 7 or 8 times a day and no one is on the line. I have filed complaints with the ************************, CA Attorney General, and a Consumer Affairs website. The solar process is deception from start to finish. There are no real benefits. You are just paying a middle man instead of ******* SunRun benefits, you do not. All the benefits promised at the beginning are deception and lies. I cannot do business with dishonest people and they will never, ever have direct access to my checking account. I want out. Terminate the contracts, pick up the panels, I am done.

  

  Business Response

  Date: 06/24/2025

  A Solutions Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23494301
  
  I am rejecting this response because: I have not spoken with any solutions expert. This is ridiculous and another lie. I received one voicemail message after the BBB complaint, but as I previously stated, these people are never available when I return the email or call. No contact or progress has been made.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 07/02/2025

  A Solutions Expert contacted the customer regarding their concerns.
  

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23494301
  
  I am rejecting this response because: A customer solutions expert did contact me and we discussed the issue. However I have not heard back and no resolution has been reached. The status of my problem is still the same.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 07/10/2025

  The Solutions Expert provided an update to the customer regarding their concern on July 8th, 2025.
  
  

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23494301
  
  I am rejecting this response because: Yes, I was recently contacted by the customer relations expert. No, the situation is not resolved yet. Not even close.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/19/2025

  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 a leak deemed a result of the installation of the solar panel and sun run does not return our phone calls or repair the leak.

  

  Business Response

  Date: 06/20/2025

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

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23493933
  
  I am rejecting this response because: they did not contact me with the time frame of 1-2 business days.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 07/01/2025

  ********************** Support Team provided an update to the customer regarding their concern on 7/01/2025.

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23493933
  
  I am rejecting this response because:  the business has not repaired the leak yet.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 07/08/2025

  A Solutions Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23493933
  
  I am rejecting this response because:  the representative stated they are working on it thru a phone message and has not followed thru to fix the outside leak or inside damage.
  
  Sincerely,
  
  ***** *********