Complaints

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

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Sunrun, Inc. has 84 locations, listed below.

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  Sunrun, Inc.

  225 Bush St Ste 1400 San Francisco, CA 94104-4249

  
• 

  SunRun, Inc.

  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:06/14/2025

  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.

  My roof was damaged when the company installed the solar panels. I am still under warranty, but once I discovered the problem and brought it to their attention., and provided a letter from a licensed roofing company about the problem ,they still denied covering the expense to repair it. Additionally, I was not allowed to speak to anybody when I called except the customer service person who said they determined it was not related to the panel installation and I had no other recourse, but pay for the repairs myself

  

  Business Response

  Date: 06/17/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/14/2025

  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 solar panels on my house. On August 6, 2024 I filed a complaint with ******* regarding roof damage from the installation. The damage included exterior roof damage and interior cosmetic damage to both bathroom ceilings and electrical wiring, as well as ceiling damage to my kitchen that was remodeled in 2022. After several attempts and changing of case managers, we finally were able to get someone to come out after 3 vendors came out and provided bids that SunRun. Unfortunately, we had to wait 4 months for even to get vendors to come out and assess the situation and provide quotes to SUNRUN and they would decide which vendor would fix the roof. Finally we were able to get to get part of the panels off the roof to fix the roof which is now 6 months later from original complaint date. Then now to the interior is in need of fixing and sun run again has changed hands, case managers and cannot contact anyone. At this point we are past the 90 days of them addressing issues which our contract states. At this point we are almost coming up on a year for waiting for SunRUn to fix all issues that their solar panels caused. All this time we are still being billed monthly, even though half of the solar panels are in my yard since February. At this point, I want all repairs completed and up to code, as well as get out of this hideous contract which I believe we have grounds to get out of. This is ridiculous because I am not trying to fix things that were caused by SunRun (electrical and cosmetic). If they respond we have assigned case manager to your account and it has been escalated. I have heard that about 4 times with the number of people that have been reassigned to my case.

  

  Business Response

  Date: 06/18/2025

  An escalation expert has contacted the customer 

• Initial Complaint

  Date:06/13/2025

  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.

  We decided to get solar panels because a representative came to our door and convinced us. We told them that wed be removing our roof to add an addition and we wanted to wait until it was done to get the panels. Our representative insisted we get them right away and that they would remove and reinstall for no cost to us. It took 4 months for them to install the box in order for us to use the panels. Now were starting the addition and they are holding us up and insisting that the cost to remove and reinstall the panels is $7500. Thats why we wanted to wait, but they insisted. Our representative never answers his phone or calls us back.

  

  Business Response

  Date: 06/17/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a victim of fraud by the company SunRun. A representative by the name of **** ****** came to my home referred by a client of mine, offering free solar back in January 21, 2025. I was told by him that it was free of charge and I would basically be transferring services from ****** into SunRun. He promised a 70% discount on my energy bill with the installment of the solar system. And was aware I was renting the home and the home owner was not present at the time of the service but proceeded stating we did not need the owner since nothing was being purchased or leased. **** went ahead and showed the contract stating that ****** and Sunrun would be in communication and said in order to proceed, the documents needed to be signed. He prepared the signature and singed himself in behalf of the owner. He also prepared another documents needing initials by owner and said I could do those since again nothing was being bought or lease it was just a transfer of service. I believed he was being honest since I never provided any document except my light bill. He also offered to give me a referral fee after installation and for every client referred to him. I never received any compensation. Fast forward to March ******* one of my clients that did service with him started to have problems with SunRun in regards to what was promised. He said everything was a lie and SunRun representatives where accessing clients confidential information like social security, birthday, ext. without owner consent.That these contracts were lease purchases and SunRun representatives were doing the signing in behalf of homeowners.Upon finding this I contacted SunRun and yes they verified it was a lease purchased but no one ever authorized such thing.I'm still trying to get a solution from SunRun since they are aware of the malpractice and fraud by their employers based on my evidence.Not sure if they've been fired or not but I'd like to make the public aware of their scams so theres no more victims

  

  Business Response

  Date: 06/16/2025

  A Solutions Expert has been in contact with the customer since May 20th.

• Initial Complaint

  Date:06/13/2025

  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 first contacted the company three months ago when taking over finances from my father who has dementia. When seeing he was paying both Sunrun and his power company what totaled to a higher amount than I was paying ConEd for a larger living space, I contacted them to get to the bottom of it. Three months later and no resolution. Just different stories and excuses from each person I speak with. First the panels were dirty, now on most recent call I'm told they don't even handle dirty panels. In April I was told the system was operating at 81%, a tech would be sent out to check on it, and I'd receive weekly updates. That didn't happen. A month later I started leaving messages for another ************* spoke with her this week and her records showed that he was operating at 0%!?! and the inventory remained on backorder. It's being sent to a diagnostics team to see how many micro inverters he needs and will try to get him on the schedule this month? I cannot fathom what kind of operation they are running. It does seem for the most part that (almost) each person I speak to at least means well but maybe that's even part of the scam too. The level of frustration in dealing with them and trying to get a resolution has been through the roof (pun intended). A straight story, straight answer, and definitive timeline would be appreciated. The quality of service, responsiveness, and follow through has been abysmal.

  

  Business Response

  Date: 06/16/2025

  A Solutions Expert contacted the customer regarding their concerns

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23466304
  
  I am rejecting this response because: one email has not resolved the issue. It remains open, ongoing, and not resolved. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 06/17/2025

  A Solutions Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23466304
  
  I am rejecting this response because:
  Being contacted about the issue does not resolve the issue 

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

  

  Business Response

  Date: 06/23/2025

  A Solutions Expert has been in contact with the customer since 6/16/2025

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23466304
  
  I am rejecting this response because:
  I agree that a *** has finally been in regular contact and I have an appointment scheduled.  BUT as this is not the first time I've had an appointment with Sunrun scheduled (previous two never happened), I will continue to reject this response until the matter is actually resolved.  

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

• Initial Complaint

  Date:06/13/2025

  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 previously filed a complaint regarding the installation of the ******** batteries and how it turned off our existing solar power (BBB #********). I was contacted by a Solutions expert from ************ who assured me that she would get my existing system back working. She also stated that she would monitor the situation and make sure that the appropriate service was completed. I have now had three Sunrun technicians come out and tell me the part that is faulty is a ******** product and they were not certified. The most frustration comes from the installers who identified the breaker was faulty and would send someone out to fix it. He came out and left without contacting me. I called and another technician came out and took a picture of the breaker and said he would order one and be back out. I had to schedule another technician to come and replace the breaker. The next technician came out and said he was not given the information and was not certified to work on the ********. He showed me the notes from the previous technicians who wrote what part needed to be replaced. So I contacted the solutions expert who again said they would get make sure that the system was fixed. The next technician came out. No part and told me he told his boss that he was not certified to fix ******** and his boss told him just go out and see what the problem was. He found that the part was $60 on ****** and had next day delivery but said he could not install one anyways because he is not certified. So basically I was sold a product (********) that Sunrun has no parts to fix and no technicians that are certified to work on it. As of this complaint I do not have any solar and the Solutions expert that sent me what feels like a canned response apologizing for the problem and would work on restoring my system.

  

  Business Response

  Date: 06/16/2025

  The Solutions Expert provided an update to the customer regarding their concern on Friday, June 13, 2025.

• Initial Complaint

  Date:06/12/2025

  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.

  "On March 10, 2025, Sunrun subcontractor Remi removed my pool solar panels as part of an add-on project to my existing residential solar system. Following the removal, heavy rain caused significant leaks into my family room, damaging the wall. I hired a roofing company to prevent further damage. When Sunrun installers arrived on March 14, 2025, they acknowledged the issue, took pictures, and I provided them with photos from the roofing company. However, Remy's subcontractor, Final Touch, denied responsibility, stating they couldn't assess the cause due to the repairs already made. Sunrun has not responded to my requests for compensation for the roof repairs and family room wall damage. I am requesting a refund, discount, or credit towards the add-on solar installation project to cover these costs."

  

  Business Response

  Date: 06/13/2025

  Tell us why here...A Solutions Expert contacted the customer regarding their concerns.

• Initial Complaint

  Date:06/12/2025

  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.

  Had solar company installed panel due to being a senior citizen and cost effective was told will not have any issues and any issues with the panels or setup is covered under warranty for 1 year it has been few months and contacted company for an electrical issue. Half of the home is with out power for days now. Got professional help to resolve issue found out that it falls under the solar company property that was installed. Contacted consumer services and the denied me a claim due to being outside of service date of 30 days. I have documents stating I'm covered under 1 year warranty. They repeatedly refused to help resolve this issue they will not transfer me to supervision stating they do not take calls. Try calling corporate and its individuals that answer the phones and will not escalate to help resolve this issue. My home has been without power for days in the mist of summer. To no resolve I'm hoping the BBB will assist with this situation.

  

  Business Response

  Date: 06/27/2025

  We have reached out and left voicemails and sent a follow up email looking to connect with this customer and speak with them further about the electrical issues so that we may address them. 

  Customer Answer

  Date: 06/28/2025

   
  Complaint: 23460248
  
  I am rejecting this response because:

  We have contacted multiple times after making complaint and yet have any response. I have not received any phone calls nor have I received any email regarding a complaint or a solution to this issues that fails to be repair still til this day as of June 28th 2025 at 05:25 am CST. I will contact customer support this morning if hours of operations are available on the weekend and if not will contact again on Monday.  I will provide detailed names and times will also be providing phone calls that will be recorded to show that this message is just a diversion of action. I hope was can come to a peaceful resolution but at this moment we have not be in communication nor has the company attempted to resolving this issue. 
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 07/11/2025

  We have reached out to the contact information provided along with the one on the account in an attempt to connect with the customer. 

• Initial Complaint

  Date:06/12/2025

  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 had solar panels installed on our roof around 2017. The inverter broke down in 2018 leaving us without production for several months, eventually fixed in late 2018. The same part broke down again at the end of 2024, at which point we received notification through the Sunrun app that "The System Error is being monitored. We are aware that your system has recently underproduced and are working on getting it resolved. We will contact you if needed". We were never contacted on the status of the repair, until I called Sunrun in 3/24/2025 and they let me know they were aware of the system issue, but no repair ticket had been opened by the ***************** During the same call, they opened the ticket with a repair date for 5/192025, as the replacement was in back order. **************** representatives and other team members reassured during the process that we could request a refund for the missed production in accordance to the Performance Guarantee clause of our contract (we own the panels). After the inverter was replaced successfully I called on 5/23/25 to request such refund, but we did not hear back until I called again on 6/12, when we were told that our request was denied as it is excluded by our contract. The contract language says: "Sunrun will not issue you a refund for any Solar System underproduction resulting from any system failure or lost production caused by reasons other than (a) a Solar System defect, (b) shading due to the weather or (c) shading conditions that were present at your home at the commencement of installation."Since the inverter is part of the solar system I requested a review of the denial, since a solar system defect appears to be one of the reasons a refund is provided according to the contract language ("not refund.... other than"). The costumer service declined to follow up, and stated we are not entitled in a refund, not even for the 3 months in which Sunrun was aware of the defect, but did not initiate repair actions.

  

  Business Response

  Date: 06/13/2025

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

• Initial Complaint

  Date:06/11/2025

  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.

  Issue started about 6 mths ago with power outage. Due to the outage Solar panel have stop working. Called and schedule service with Sunrun to come out to fix and repair. However 6 attempt later no one to show or come out to service my solar panels. Been going on an on with **** Street at Sunrun case manager and he doesnt even know when the tech will show to work or not. This is ridiculous. I just want my solar panels service and not get stuck with a $500 electric bill. Please help me resolve this issue. I would not have to do this if they just delivered on their service. It is crazy that it has to get to this point. At this point i would need to get lawyers involved to get this fix. Please help thank you.

  

  Business Response

  Date: 06/12/2025

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