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 144 locations, listed below.

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  Sunrun, Inc.

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

  
• 

  Sunrun Inc

  1550 Magnolia Ave Corona, CA 92879-2094

  
• 

  Sunrun, Inc.

  5208 Tampa West Blvd Tampa, FL 33634-2415

  
• 

  Sunrun Inc.

  38940 Trade Center Dr Palmdale, CA 93551-3715

  
• 

  Sunrun Inc

  1125 Research Dr # B Redlands, CA 92374-4562

  

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:04/21/2025

  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.

  Solar panels were installed with previous owner by Vivint which was bought out by SunRun. This contract was then transferred upon my purchase of home back in June 2018. Since then I have dealt with roof leaks and water damage to interior of my home. On 3 separate occasions SunRun came out and did patch work which they deemed a fix. It failed all 3 times and another contractor is coming out for "inspection and repairs". This has been an ongoing issue for 7 years with no end in sight. SunRun refuses to decommission the solar panels and say that regardless of the faulty install by the company, I have to pay out the remaining balance of the contract. This has caused tremendous amount of loss of time and money and PTO being used as well as potential health concerns. Due to the faulty install of solar panels, on several occasions visible mold has been seen. No ownership by SunRun on alleviating these problems. I respectfully request any help in resolving this nightmare with a dishonest company that does not value their customers and looks to punish them even though they are the at fault party.

  

  Business Response

  Date: 04/23/2025

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

  Customer Answer

  Date: 04/24/2025

  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 as I wait to hear back from the escalation department.
  
  V/r,
  
  Brian F*******

• Initial Complaint

  Date:04/20/2025

  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.

  I want to be places on a do not contact list. No matter how many times I’ve told them I don’t want their service they continue to come to my house sometimes multiple times a week. I’ve placed not soliciting signs and they still knock. I feel like I am being harassed and may add a no trespassing sign but don’t feel I should have to in my own home which is private property after telling them the first time I’m not interested in their service. Please confirm you have placed me on a do not contact list. If you contact again I will look into legal action.

  

  Business Response

  Date: 04/22/2025

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

  Customer Answer

  Date: 04/22/2025

  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. I will open a new complaint if the do not contact list doesn’t prevent them from harassing me at my house. 
  
  Sincerely,
  
  Liz M*****

• Initial Complaint

  Date:04/17/2025

  Type:Product 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.

  I signed a PPA contract with Sunrun in 2021 for 18 solar panels. On November 18 the inverter stopped working. I didn't know until April 16 when I received a bill from ******. Under the PPA Sunrun has the duty to monitor and repair solar panels that are not working. I have had 0% performance since November 18. I contacted them and they said they found out in February that the inverter stopped working. They have done nothing since then. They never notified me and neither did the App because they disabled the notifications about non-performance. I asked when they will fix the inverter and they said the part is en route. When I asked when it was ordered they said they don't know. That is not possible. Of course they know when they ordered the inverter. They also can't tell me when the inverter will arrive or when it will be installed. I have paid about $130 o Sunrun every month and I am now also paying the full electric bill for the past 5 months. They told me there is no performance guarantee and that I will receive no refund or credits. I believe they are in breach of contract by not having repaired the inverter in 5 months and failure to monitor my system. Both falls under duty of contract and the warranty clause. I have a 20 year warranty. ****** charged my $1,100 for the last 5 months since the solar system stopped working. Prior I always had a negative bill; that is, ****** owed me about $200 every year. I have never received a bill from ****** with a charge. I am asking for a refund of the ****** bill in the amount of $1,100 and any future bills until Sunrun has fulfilled their duty under the warranty to repair the solar system. On their website it says that PPS contracts have a 95% performance guarantee but my contract on the App does not say that. They are defrauding customers.

  

  Business Response

  Date: 04/22/2025

  An Escalations Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 04/23/2025

  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 for now. They have not actually repaired anything yet and neither have they given me an appointment. Thus the issue is not resolved. It just says that they have contacted me. 
  
  Sincerely,
  
  Janine K*******

• Initial Complaint

  Date:04/15/2025

  Type:Billing 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 February 4th, 2025 I contacted Sunrun due to a billing issue I was experiencing. It was determined that my solar system was not producing so they sent out a team to service it; they found I had a faulty inverter which was ***laced. The issue was corrected within a few days but because of the system not producing over a period of time I had to draw electricity from Eversource instead. This resulted in me paying out two months of electric bills to both Eversource and Sunrun, despite Sunrun not producing electricity. I was told by Sunrun at that point to wait a few weeks and then reach out to customer service about a resolution, being told Sunrun would compensate me for the money I paid out.I called again on March 12th and spoke to ********** She told me that Sunrun could not compensate the Eversource bill but they could pause my Sunrun bill from being withdrawn from my bank account instead. She said I would have my March bill paused and my April bill paused. She also said a check would be sent out for my February bill. I did have March bill paused but did not receive a check. I called back again on April 11th and spoke to "*****". She acknowledged that my system was not producing for the period of time and noted my conversation with ******* taking place back in March but said they only had it in their system that Sunrun would pause my bill for one month and therefore would not honor the previous resolution made. I requested to speak with a supervisor multiple times and was told she could not make time to speak to me. I was given a day/time to call back (4/15/25-9am) and speak to a supervisor; I called and was not transferred to supervisor yet again. I was given the same message that they would not honor the initial resolution made by a Sunrun *** and that person (*******) was no longer with the company. I again could not speak with a supervisor despite making the appointment to specifically call back to speak with her.

  

  Business Response

  Date: 04/16/2025

  An Escalations Expert will contact the customer by Thursday, April 17, at 4:00 p.m. ET

• Initial Complaint

  Date:04/15/2025

  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.

  A Sunrun salesperson came with proposal on 4/7/24. He presented the benefits of Sunrun solar, stating regular electricity bills would only be around ***** per month, and the sunrun fee of ****** per month would not increase. My electric bills have ranged from 30.00-178.00 per month and after reading the Sunrun contract, I read the rate could increase at any time. The salesman was not truthful or transparent. The company will not allow me to cancel their service.

  

  Business Response

  Date: 04/16/2025

  An Escalations Expert will contact the customer within 1-2 business *********...

• Initial Complaint

  Date:04/15/2025

  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.

  I am filing this complaint due to Sunruns repeated failure to follow through on their customer service commitments and their ongoing lack of communication. On two separate occasions, I was assured by Sunrun representatives that I would receive a response regarding the findings of my energy analysis. Despite multiple follow-up attemptsincluding emails and phone callsI have yet to receive any meaningful reply.This lack of accountability and transparency has been deeply frustrating. As a customer, I expected timely support and open communication, especially when it concerns the performance of a product I rely on to power my home. The continued silence from Sunrun makes it feel as though there is something they are avoiding or unwilling to admit, which further erodes my trust in their service.I am requesting that Sunrun:Respond immediately to the concerns raised in my energy analysis.Provide a clear explanation for the lack of performance, if applicable.Offer a formal apology for the extended lack of communication.If these issues are not resolved, I will continue pursuing the matter through additional regulatory and legal channels.

  

  Business Response

  Date: 04/16/2025

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

• Initial Complaint

  Date:04/14/2025

  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.

  Im filing this complaint due to Sunruns mishandling of my roofing and solar installation project, which has caused significant stress, financial burden, and safety concerns for my family.Sunrun subcontracted roofing and insulation work but failed to coordinate properlyinstalling plywood before insulation and leaving my family in an unsafe, uninsulated home during cold nights. My wife had just undergone surgery, and I have two small children who were deeply affected.A representative promised $300 for temporary relocation, then stopped responding completely. I never received reimbursement. Additionally, roofers left materials and equipment blocking access to my home. I had to pay $150 to remove it myself after they failed to return.Sunrun also changed the contract mid-project and pressured me to sign a new agreement or face full chargesdespite the extra insulation cost being an internal issue. I signed it under pressure just to move forward.I submitted a demand for compensation ($3,500) for the damages and stress caused. Ive received no *********** requesting BBBs assistance to hold Sunrun accountable and resolve this matter fairly.Sincerely,

  

  Business Response

  Date: 04/16/2025

  An Escalations Expert contacted the customer regarding their concerns.

• Initial Complaint

  Date:04/11/2025

  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 told by a Sunrun representative that I would be reimbursed for an inlet box I had installed on my home. The only reason I signed up with Sunrun was because of that promise—otherwise, I already had backup power for my house. I was never reimbursed. The representative also claimed that if I wasn’t satisfied with the service, Sunrun would remove the system and allow me to cancel—another false promise. Later, I spoke with a different representative who assured me the issue would be resolved, but just like the first, they stopped responding after making more empty promises. Now, on top of not being reimbursed for the inlet box, I’ve received an additional $500 bill—on top of the regular $350 Sunrun charge—because no one set up my system properly from the beginning. This entire experience has been extremely disappointing and unprofessional.

  

  Business Response

  Date: 04/15/2025

  An Escalations Expert contacted the customer regarding their concerns.

• Initial Complaint

  Date:04/11/2025

  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.

  Solar Panels were installed by December 2022 and by April 2023 the panels were turned on. From April through July the panels worked from there they stop., I was not aware of the issue until summer of 2024 I noticed my electric bill increased to $250 and from there it didnt go down on December 2024 I called asking if they could come and check my panels I was told my warranty had expired and its my responsibility to had checked my panels. I responded that after having the panels installed no one came or called to let me know that I needed to download the app to track the panels activity or even show me what to look for. Here I a calling them a year and half later and I am told sorry any issues are now my responsibility and that I should have gotten some sort of extended warranty. Again how was I suppose to know when this was not offered or explained when I bought these panels. Today I am here with 12 panels that are not working and a bill that I am liable for. I even took an extra step and called my electricity company they told me my panels worked for a few months and stopped.

  

  Business Response

  Date: 04/14/2025

  An escalation expert will contact the customer within 1-2 business days. 

• Initial Complaint

  Date:04/11/2025

  Type:Product 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 in the process of having a 2nd story addition put on my home. On January 30th, Sunrun had a company come to home to remove my solar panels so that that the work can begin. According to Sunrun, I must have two two systems on my roof and they were both removed that day. Again, I have not had any solar panels on my roof since January 30th. Today, April 11, I received a bill for the month of March for $84.74 for one of the two systems. I immediately logged into my account and saw a second bill for the other solar system on my hours for $36.14. When I called the company today and inquired how I could be billed when there were no panels on my roof, I was told this was an estimated bill and that when the panels would be reinstalled, I would be credited back this amount. No where on the bill does it say it’s estimated balance. In fact it states that this system generated 426 kWh in the month. I informed the representative that I would not be paying this bill and that I would be filing a complaint with the BBB.

  

  Business Response

  Date: 04/14/2025

  An Escalations Expert contacted the customer regarding their concerns.