Business Profile

Solar Energy Equipment Dealers

Sunrun, Inc.

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
BBB’s business profile for Sunrun, Inc. was created in
April 2009. A review of complaints was completed in December 2024. For
information regarding servicing your system, BBB encourages consumers to
review the following link with Customer Service information.

https://www.sunrun.com/contact-us
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Complaints

This profile includes complaints for Sunrun, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,135 total complaints in the last 3 years.
1,274 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/20/2025
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,

***** *********
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.
I just received our bill from SoCal ****** for $4100. I called and they stated my solar has not been working since Feb 20. I called sunrun to complain and they stated they notified me of the problem. They have NOT once notified us that our solar was not working! Not once and all they have to offer is credit? Thats unacceptable. We should have been notified immediately. They continued to withdraw our money and now will not help with the ***** ****** payment. This is unacceptable. Who has $4k just laying around? We dont.
Business Response
Date: 06/20/2025
A Solutions Expert contacted the customer regarding their concerns.
Customer Answer
Date: 06/21/2025

Complaint: 23491663

I am rejecting Sunrun’s response. So far, all they have done is have a manager call me and schedule an appointment. They have not offered any refund for the monthly payments that have been withdrawn since February, nor have they provided any assistance with the SoCal Edison bill. If their solar system had been functioning properly, we would not have incurred these Edison charges. Sunrun is responsible for this issue.

Joanna Krase
Business Response
Date: 06/30/2025
The Solutions Expert provided an update to the customer regarding their concern on June 30, 2025.
Customer Answer
Date: 06/30/2025

Complaint: 23491663

I am rejecting this response for the following reasons:

The issue remains unresolved. Although a service visit is scheduled for July 11th, the company has not confirmed whether the necessary replacement part is in stock. Additionally, they have only offered to credit my account for the months the system was not functioning. I do not accept a credit—I am requesting a check to cover the SoCal Edison bill, which they have failed to address.

Sincerely,

Joanna Krase
Initial Complaint
Date:06/18/2025
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.
Solar installed 2022 and in just 3 years have had it stop working/ producing energy and never notified- breach of contract. Most recently 3/2025 WE contacted the company and let them know we noticed less energy production. We were told there were no issues. Fast forward - energy bill is now 2k and we are still paying our solar loan with a non functioning system. When this first happened in 2023, we were compensated for the months it did not work. Now Im being told there will be no compensation and I have to pay for them to fix it. So now Im out even more money while paying in a faulty system that is brand new . I have attached pictures from march when we were told it was working and it was not. 3 mo of 0 energy production due to a faulty inverter which they said is common . Paying money for it to be fixed still under warranty and no compensation when we were given false information
Business Response
Date: 06/20/2025
A Solutions Expert contacted the customer regarding their concerns.
Customer Answer
Date: 06/24/2025

Complaint: 23488083

I am rejecting this response because:

they have refused to acknowledge breach of contract. Failed to acknowledge non working system after WE contacted sun run with concerns of no to low energy production. Now currently paying for a non working system in addition to full energy bills. Refusing compensation. In addition to us being charged additional funds to fix a brand new energy system. Completely corrupt and have also learned of much litigation being taken. I do have phone calls and text messages indicating when we first contacted company in march until now with system not working. Asking for compensation on energy bill . Insane to pay on a non working system for months with failure to fix on their part or notify.
Sincerely,

***** ******
Business Response
Date: 06/26/2025
A Solutions Expert contacted the customer regarding their concerns.
Customer Answer
Date: 06/27/2025

Complaint: 23488083

I am rejecting this response because:
Sunrun had the rudest representative call and speak to me in the most demeaning gaslighting manner. He lied stating we were notified that our system was not producing and that is a lie. As you can see from above, we reached out to let them know that for the second time in 3 years, we had an inverter break which lead to very low to no energy production. We were never notified with monitoring systems and on top of that, theyre charging us 600 to fix the issue 4 months later. No recourse for non functional system. Paying them and full energy bills. Complete scam. You can read reviews from many upset customers. No transparency, lack of compensation with their faults. Literally paying for a non working system only 2 years in. Not normal . I will also be contacting the attorney general if we are not appropriately compensated .
Sincerely,

***** ******
Initial Complaint
Date:06/17/2025
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.
Over the past year, *** experienced significant and unexplained fluctuations in the daily energy production of my solar systemeven on clear, sunny days. These inconsistencies are not weather-related, and weve consistently kept the panels clean and well-maintained. The system has shown sudden drops in output from one day to the next, indicating a likely technical issue.Despite raising these concerns multiple times, Ive repeatedly been told the system is functioning normally. However, the performance data available on Sunruns own customer portal clearly shows irregular production patterns. Unfortunately, the departments Ive spoken with have been unwilling to investigate the data or acknowledge the problem.When a technician was finally sent out, it was confirmed that a component in the system had failed. We were told replacement parts would arrive within a week, but its now been over three weeks. Weve since been informed that installation wont happen until the end of Juneleaving us fully dependent on PG&E and facing substantially higher utility bills during peak season.We were originally sold a system with the promise of active monitoring. Since Sunrun took over, that monitoring appears to have stopped. At one point, the system completely stopped reporting to PG&E, and we only discovered the issue ourselvesthere was no alert or outreach from Sunrun. If monitoring had been maintained, this failure likely would have been detected and resolved last summer, before escalating to this extent.
Business Response
Date: 06/26/2025
A Solutions Expert contacted the customer regarding their concerns.
Initial Complaint
Date:06/17/2025
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.
Over 4 months ago, my elderly parents who are in their mid 80s had Sunrun solar panels put on their roof to save energy and save on their electric bill especially during the hot summer months in **. These panels are now just sitting gathering dust. Sunrun put the panels up 4 months ago. SoCal ****** came out to inspect or do their part and informed my parents that Sunrun did not complete the job. This was around month 3. I then stepped in because my parents were unable to get Sunrun out to finish the job. Finally after much complaining Sunrun came out and finished putting in what they were suppose to finish. Now Sunrun says it will be another ***** days before ****** can come out again. And it is now the hot summer months and my parents electric bill is sky high. Sunrun in the beginning claimed they would coordinate all the work and inspections. Had they not messed up this job, my parents would not be waiting this long. Sunrun is responsible for this debacle and I feel should be responsible for seeing this job through. They have decided to wipe their hands clean and make it ******s problem now when the responsibility for the mistake and excessive timeframe is Sunrun. I have research and looking at Sunruns social media, they have many many complaints against them. There is even a group called Sunrun ***** dedicated to complaints. SOMETHING NEEDS TO BE DONE ABOUT THIS COMPANY.
Business Response
Date: 06/20/2025
A Solutions Expert will contact the customer within 1-2 business days.
Customer Answer
Date: 06/21/2025

Complaint: 23480830

I am rejecting this response because: The information provided from Sunrun (ie customer service number for SCE) does not get us any closer to the desired resolution. My elderly mother of 85 years old called this phone number 3 times leaving messages with no return call. This is not acceptable.
Sunrun was responsible for installation of these solar panels and made promises to coordinate and get the panels up and running in a timely manner. They were the project coordinators for this job. Sunrun failed on their part for not following through in a timely manner. Now, four months out, they want to pass the **** and say it is the electric companys (SCE) problem now.
I asked Sunrun to contact SCE on our behalf to expedite this project because, mind you, SCE had already been out once around month two and informed us that Sunrun had not completed their job.
Sunruns escalation expert claims they have NO WAY of contacting SCE I use to be an Analyst and have to problem solve complaintsI know Sunrun has the ability to contact SCE and expedite this project.
Therefore, I am asking for the current escalation expert ****** be removed from our case. And that someone with more authority who has the ability to contact an escalation expert at ***, be assigned to our case. Further, we want them to contact *** on our behalf and get a scheduled appt for *** to come out within the next week, to make the necessary connections to our solar panels. Let me clarify, my parents want an appt next week and NOT in 50 days.
We believe this is not unreasonable to ask because had Sunrun followed through in a timely manner in the first place, we would not be in this position.
Also, it is not unreasonable because speaking on behalf of the hundreds of complaints against Sunrun, this irresponsible business model or lack of one, needs to change in this company. I am only one of many complaints. The CEO of this company should be contacted and asked to answer to these customer complaints.
Why are they advertising and taking on more business when they cant even manage current customers?
Sunrun is out of control and needs to answer for all these complaints, and at minimum resolve my parents issue.
Sincerely,

*********** *******
Initial Complaint
Date:06/17/2025
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.
Misled Into a Second Solar Contract No Resolution Despite Longstanding Relationship We have been loyal Sunrun customers since 2018, but unfortunately, our recent experience has been extremely disappointing and financially distressing. In the summer of 2024, we were unknowingly signed into a second solar contract for the same homesomething we neither needed nor could afford. This has effectively doubled our payments, putting serious strain on our finances.We have repeatedly reached out to Sunrun to resolve this issue, requesting that they review the recorded sales calls where the one agreement to upgrade our system and cancel the old was discussed. Despite our persistence, they have refused to review the recordings correctly or share them with us or take responsibility for the miscommunication and the financial burden they've caused.We feel deceived and taken advantage of, especially after being long-term customers. What should have been a trustworthy relationship has turned into an ongoing battle for accountability. We urge Sunrun to do the right thing and cancel this second contract that we did not knowingly agree to.Consumers should be aware of the risks when dealing with Sunrun, especially when it comes to transparency and customer service. This experience has been nothing short of a nightmare.
Business Response
Date: 06/26/2025
A Solutions Expert contacted the customer regarding their concerns.
Initial Complaint
Date:06/17/2025
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.
Install date 12/16/25 Property address ********************************************************************* Property owner ***** ******* I was told by the city of ******************************** didnt submit my property tax abatement form to them. When I contacted Sunrun customer service line I got multiple people transferring me to the city on ny when I asked for supervisor to speak to, I was told they are not available or hung. I just need someone to contact me so I can see if the form was properly submitted to the city of **. This inquiry has nothing to do with the federal and state tax, this has to do with the property tax abatement request form.
Business Response
Date: 06/23/2025
A Solutions Expert contacted the customer regarding their concerns.

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Sunrun, Inc. is BBB Accredited.