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.

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

  
• 

  Sunrun, Inc

  1800 W Ashton Blvd Lehi, UT 84043-5490

  
• 

  Sunrun, Inc.

  755 Southpoint Blvd Petaluma, CA 94954

  
• 

  Sunrun Inc

  9600 Pulaski Park Dr #101-107 Baltimore, MD 21220

  

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:06/17/2025

  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.

• Initial Complaint

  Date:06/17/2025

  Type:Delivery 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 Sunrun panels since 2016, To date, I have received zero credits on my Con ****** ****.

  

  Business Response

  Date: 06/20/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• 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.

  Solar Agreement # ************ To Whom It May Concern:I am writing to formally request immediate cancellation of my Sunrun solar service agreement, originally signed on November 7, 2023. While I acknowledge that the standard cancellation period may have lapsed, I am seeking contract termination based on exceptional circumstances, including:1. ****************** Since signing the agreement, I have experienced significant unforeseen financial hardship. Continuing with this contract would impose an unreasonable financial burden on myself and my household. These circumstances were not anticipated at the time of signing and materially impact my ability to fulfill the contractual obligations. My father ****** ******** was the initiator of this contract. He passed away on April 30 of 2024. This decision was based on our dual income. With his passing, my only income is Social Security disability.I have placed the house for sale, and the interested buyers have desire to continue the contract and would like the panels removed.2. Misrepresentation In addition, certain representations made during the sales and contracting process were inaccurate and misleading. Specifically:We were led to believe that I would realize immediate savings on my utility bills, that there would be no out-of-pocket costs, and that I could cancel at any time without penalty. These representations materially influenced my decision to enter into the contract, and had accurate information been provided, I would not have agreed to these terms.Under Florida law, including protections against unfair and deceptive sales practices, I believe I have valid grounds for contract ************* light of these circumstances, I respectfully request that Sunrun:Cancel the contract effective immediately.Confirm in writing that I have no further obligation or liability.Cease any further installation or billing Thank you for your prompt attention and cooperation in resolving this matter amicably.

  

  Business Response

  Date: 06/20/2025

  A Solutions Expert contacted the customer regarding their concerns.

• Initial Complaint

  Date:06/16/2025

  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.

  the company i lease to was ********, it went bankrupt and was bought by sunrun, its been two years since my systems inverter went bad, i have filed several repair notices but have not been contacted . as a customer, ****************** does not have a repair phone number or someone to speak with, it have to be done by a portal, this has not been successful, i want my system repaired! ther are also suppose to refund me the amount paid to the electric company from the day the system went down, its over $10,000 now with no end in sight

  

  Business Response

  Date: 06/18/2025

  A Solutions Expert contacted the customer regarding their concerns.

• Initial Complaint

  Date:06/16/2025

  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.

  This is my second complaint against Sunrun. In 2022 Sunrun showed up at our door telling us we needed my panels in order to see a difference in our power bill. We had 15 panels already from Solar city. He promised our bill would be 0 and we would actually earn money. So we installed another 16 panels. Took over 4 months to get system up and running and seem to be ok. But never dropping my true up bill to 0. True has stayed at over $1000 every year. Then in *************************************************************** March and was not back on and working properly til Oct. The best months to create any kind of earned credit. Then they show up at my house to get me to buy the power holder because thats the only way I would earn money but when I finally agree they tell me nevermind you have to have a 700 credit score. Bunch of bs. So, system is back on until March of 2025 and has been down since. I have refused to pay the bill and have mentioned I want out of contract. They said thats a breach of contract. I can guarantee you all these months of system down they are using the power that my roof creates and selling it and making money. So today I get on the mail a letter saying that I am in breach of contract for one of these reasons. 1. Sunrun has been unable to contact us to service the equipment. 2. I have refused to allow Sunrun to service equipment. 3. Shade has increased at the site, causing a reduction in system production. Are you serious Sunrun!!! Shade has increased. Insanity, shade has not increased. In fact its actually decreased because neighbors cut down one of their trees. This company is fraud and liars. And btw my sun run bill for the last 6 months is $1300. On top of the true up bill has grown to over &500.

  

  Business Response

  Date: 06/25/2025

  A Solutions Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23468089
  
  I am rejecting this response because: I have not been contacted by Sunrun.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/30/2025

  An email has been sent to the customer, A phone call will be attempted 6/30/2025 

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23468089
  
  I am rejecting this response because: no email or call.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 07/15/2025

  A Solutions Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 07/16/2025

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

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our roof is leaking because of the solar panels placed on our roof. The roof was only several years old when they put the panels on and its been leaking. I have informed Sun run of the situation, but they refuse to repair the whole situation so I want them to repair it because the leaks are causing damage to my Home I have sent them pictures and proof and it was told to them if the roof needed to be repaired or replaced by their own man and their roofing company both yet they still send a roofing company to do a small patch as you could seemy roof has damage in several spots. We want them to repair all of our damage not just a small section so that they can continue to come back-and-forth we had another roofing company coming an estimate how much you would cost to replace the roof it was $12,000 plus extra to remove the solar panels

  

  Business Response

  Date: 06/16/2025

  The solutions department has attempted to contact the customer. 

• Initial Complaint

  Date:06/15/2025

  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 the performance of my solar system and the lack of support Ive received over the past 12 months.Despite multiple attempts to contact Sunrun and address concerns about my system not working as expected, I continue to receive the same vague responses or get passed between representatives without any real resolution. Meanwhile, Sunrun has continued to charge me monthly through autopaywithout ensuring that my system is functioning properly or delivering the promised savings.Around this same time last year, before my solar installation, my electric bills were roughly the same as they are now. I am using a similar amount of energy (kWh), so there should be noticeable cost savings. This leads me to believe that either the system is not producing correctly, or there are other issues that need to be addressed immediately.I expect a full explanation of the following:**** my system currently producing at the expected levels?2.If not, what has caused the drop in performance, and why has it not been addressed?3.Has my system been monitored at all over the last year?4.Have there been changes to my utility rate plan or net metering agreement that are impacting my savings?5.Why has this issue gone unresolved for over a year despite repeated outreach?I feel like Im being taken advantage oflocked into a contract, charged every month, and left without the service and savings I was promised. This experience has been extremely disappointing and has left me questioning the integrity of Sunrun as a company.I am requesting an immediate investigation into my systems performance and a formal response to this complaint. If this matter is not resolved quickly and fairly, I will be escalating this issue to the ************************************** and any relevant consumer protection agencies.Please respond within 7 business days with a complete and actionable explanation.

  

  Business Response

  Date: 06/17/2025

  A Solutions Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23472722
  
  I am rejecting this response because:
  
  
  
  Thank you for the update. While I acknowledge that the business sent a specialist to contact me, I would like to make it clear that I do not wish to close this case until the matter is fully resolved.
  
  
  The specialist confirmed that my solar system has not been functioning properly, or at all, despite my continued, uninterrupted payments. I am extremely concerned about the lack of performance from the system and the financial burden Ive carried during this time, under the impression that I was benefiting from solar energy.
  
  
  I am requesting the following:
  
  
  Compensation/Reimbursement for the months my system was not working properly, despite regular payments.
  Clarification on whether the business will also be covering the excess charges billed by ******* which would not have occurred had the solar system been operating as promised.
  A clear resolution timeline and what steps the company is taking to prevent this from recurring.
  
  
  
  
  Until I receive a formal resolution and agreement on compensation, I am not satisfied and request that the case remain open.
  
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 06/23/2025

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

  Customer Answer

  Date: 06/28/2025

   
  Complaint: 23472722
  
  I am rejecting this response because:
  
  

  I respectfully reject the companys request to close my complaint. My solar panel system is still not working properly, and the attached photos show that my battery system is currently non-functional and not charging.
  
  Additionally, I have not received the compensation promised nor any clear resolution plan regarding the systems underperformance and the excess charges I am now responsible for with SoCal ****** due to the delay in repairs. This entire situation could have been prevented had the company acted promptly on my initial complaint months ago.
  
  It is clear that the system was not being actively monitored, despite their claim that it would be for the first year. If proper monitoring had been in place, the issue would have been detected and resolved long before I had to escalate it.
  Until my system is fully functional, I am compensated for losses, and I receive confirmation of a long-term resolution, I do not consider this complaint resolved.
  
  Sincerely,
  

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