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 87 locations, listed below.

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  Sunrun, Inc.

  600 California St # 1800 San Francisco, CA 94108-2704

  
• 

  Sunrun, Inc.

  6761 Sierra Ct Ste B & C Dublin, CA 94568-2692

  
• 

  Sunrun, Inc.

  21 Worlds Fair Dr Somerset, NJ 08873-1344

• 

  SunRun, Inc.

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

  
• 

  SunRun, Inc.

  131 Red Pine Cir # 2 Essex Junction, VT 05452-3451

  

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:06/27/2025

  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.

  Date of installment April *******. i have not paid any money to Sun Run Solar Panel. They installed solar panel on my home. The nature of my dispute is. A salesman came to my home explaining the special offer he had on solar panel through a government program with no cost to me. i didn't agree at that time, he came back a copy days later and I agree to let him install the panel. he never brought up Sun Run not ever, and I never ever signed a contract. He explain Freedom would come out and install the panels in a couple of days and they did.I did not hear from no one until December 6, 2024. I receive a letter from Sun Run stating I was 60 days past due as of that day I owe$624.87. My first phone call was Dec.12/2024. I requested a claim to be open and they did. I called many time I kept getting voice mail I would leave my information no return call . Not until February, 25, 2025 **** ****** took the case. She decline my case, stating the contract was sign by a ********, and she played recording saying it was my voice agreeing with the contract That was not my voice. I have emails, contract that I didn't sign. I hope you can help me.

  

  Business Response

  Date: 06/27/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/26/2025

  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 solar panels stopped producing electricity some time in April. Our electric bill from our provider shot up in May. Sunrun notified us in June that there was an issue. I made the first repair appointment available and its not until September. I called and chatted to see if there was any way someone could come sooner than a 72 day lead time. All answers were no. My appointment in September is the soonest. So our solar panels will be off line at peak production summer for 5 months. They have a performance guarantee which will hopefully give us some relief but its not until the end of the year. So, where we stand now is that we still have to buy electricity from Sunrun per our contract AND pay our electric provider for all of our usage since our panels arent producing, and might get some money back at the end of the year by way if the performance guarantee. If they could only get a repairman here in a matter of weeks versus a quarter of a year this could be avoided.

  

  Business Response

  Date: 06/27/2025

  We moved this customer's appointment up to 7/22/2025 and confirmed this resolved their issue. 

• Initial Complaint

  Date:06/26/2025

  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.

  Sunrun is committing fraud in regards to what they are reporting to the power company of what my house generates and what my solar system actually generates. There are two seperate contracts on my house from Sunrun. I did not lease the panels they were leased to the house and i had to takeover the existing lease as a condition of buying the house. From what i have found so far they are only reporting 1/3-1/2 of my solar production that i am actually generating mean while i am getting huge bills from so *** ****** for overages

  

  Business Response

  Date: 07/02/2025

  A Solutions Expert contacted the customer regarding their concerns.
  

• Initial Complaint

  Date:06/26/2025

  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.

  Yesterday afternoon (6/25/25) we had a man come to our door who was trying to get us to show him our PG&E ****, talking about SunRun, and we were both working, didnt have time to talk and were not interested. My husband politely declined about 5/6 times, and this man was very aggressive, wouldn't take no for an answer.I came over and said he has said no multiple times, please leave and shut the door. I heard him yelling something back so I re-opened the door and told him its not professional to talk back if someone tells you no and he was just like yeah yeah whatever, shut up and scooted away on his little Segway.I then went back to listen to the video my ring camera captured of the incident, and heard him say Hes the man, youre just a stay at home wife when I shut the ******* say this is disappointing is an understatement. This is misogynistic, and is harassment, let alone trespassing since we asked him to leave multiple times. I dont feel SunRun would want someone like this representing their ********** won't let me upload a video, but we have a ring video of him saying this for proof.

  

  Business Response

  Date: 06/27/2025

  If they are able to download and send us the video that would be very helpful in getting it to the correct people.  We have also added them to our Do Not Knock list.  

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23522286
  
  I am rejecting this response because:
  

  I wanted to pass on the video as requested, as well as an up close photo of the man, but it will only allow me to upload a photo. 
  

  I would prefer to send the video, as it shows exactly what the *** said to us. To do so, please email me at: 

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

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

  

  Business Response

  Date: 07/03/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/26/2025

  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.

  As of October of 2024, we called Sunrun to question why our power bill was suddenly higher than the normal, when we had been on solar for 2.5 years without any issues. We were told everything "looks normal" on our end. By November it was evident something was going on with the panels, because once again the power bill came in even higher ($40 by this point). Many calls were placed between January and April, simply to be told again and again that everything "looks normal" on their end. When my husband requested to have someone from Sunrun come and look at the panels, he was told we would have to pay $600 to have that done. Clearly something was wrong, but we don't have an extra $600 laying around especially when paying both solar and power bills. By May the power bill was $461 (aside from the $119/mo for solar. Sunrun finally agreed that something was off and stated a new "inverter" would have to be ordered and installed. An appointment was made for June 23, 2025. We waited all day. No one showed up. When we called on 6/24, we were told the appt was cancelled because they could see the systems was working "normal" once again. We've called repeatedly and been told nothing can be done about this. We have been paying for solar and power since October of last year and Sunrun refuses to even acknowledge their failure. The customer **** are condescending, unprofessional, and simply do not care. This is unacceptable. Attached are the power bills showing the increase in usage by the power company due to the solar panels not producing.

  

  Business Response

  Date: 06/27/2025

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

• Initial Complaint

  Date:06/26/2025

  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 contacted Sunrun in regards to my solar no working properly and this began around about March of 2025 they have sent several technicians out and one will say one thing and another will say something else, they did send out the power company to upgrade my electric box that happened on May *******, we were told that someone would be in contact to fix the hole in the wall. I have reached out to management after management, and no one seems to know what is going on and I keep getting the run around here is 06/20/2025 and finally the stucco people finally contacted us and came out to fix the hole in my house. My solar is still not working properly and every time I call the tell me that there is a case open and to give them ***** hours and someone will be in contact, well I called on the 06/13/2025 and also on 06/20/2025 and still have not heard anything from anyone. I am tired of getting the run around and want my solar fixed and working properly.

  

  Business Response

  Date: 06/27/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/26/2025

  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 am filing this complaint against Sunrun due to misrepresentation, deceptive sales practices, and property damage caused during the installation of their solar system.I was approached by a Sunrun representative, ***** ********, who told me I would pay $87/month for a solar system that included a backup battery. I was led to believe I was purchasing the system. At no point did he explain that I would be signing a 25-year lease or that the actual cost would be over $247/month with annual increases. I later found out through another Sunrun representative, *********, that the system was leased, not owned, and I would be locked into paying thousands of dollars over the life of the contract. I never would have agreed had I been told the full terms up front.During installation, one of Sunruns technicians fell through my attic, causing physical damage to the attic structure and the attic door. This created a large hole and left a mess that needed repair. Although the damage was eventually fixed, it caused stress to my family and disrupted our home. I was not given proper warning about the risks, nor was I compensated or treated professionally during this situation.I have made multiple attempts to contact the original representative with no response. My trust in the company has been broken. I am requesting that this contract be canceled without penalty, and that the solar system be removed from my home. I feel I was taken advantage of through misleading information and experienced both financial and physical consequences from their service.

  

  Business Response

  Date: 06/27/2025

  We have connected with the customer and will be investigating her claims of misrepresentation, and will continue to work with her to reach a resolution on this matter. 

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23521733
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/25/2025

  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 was fraudulently charged by Sunrun. I have never been a customer, never received the company's services, never signed up for Sunrun's products, nor has my landlord. My bank confirmed that someone stole my banking information to purchase solar panels at Sunrun. Despite calling the company and the employee sounding apologetic and confirming that none of my information was connected to any current or past account, they have only returned two out of six months' charges, because it was clawed back by the bank. The remaining four payments Sunrun has failed to refund to me, who (I repeat) have never done business with the company in any form. So beware, even if you are not a customer, you can still be scammed (as of course they did not verify any customer information; Know Your Customer, anyone?) and never hear back, even when an employee gives you their personal email address and pretends to care.

  

  Business Response

  Date: 06/26/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/25/2025

  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 purchased a solar system from sunrun that included professional monitoring. Sunrun failed to monitor my system as two of the inverters failed costing me several thousands of dollars in electricity expense before I monitored it myself and contacted Sunrun. They acknowledged that two of the inverters had failed, and they also acknowledged that they failed to monitor the system which placed them in breach of contract. They sent out a technician to replace the two inverters and told me to call them back to discuss compensation after everything is properly working. I did that and then they played dumb and said they don't give compensation even when they fail to monitor the system which is required in the contract. I sent them an email and some resolution guy contacted me and offered me $120 to which I declined, and then he offered me $200 to which I declined, and then they closed the case. I spent approx $100k with parts and labor on this solar system, and clearly I signed up with the wrong company which doesn't stand behind their contracts. I'm a very fair and flexible man, but I would like them to at least split the excess electricity cost I had to pay as a result of their breach and failure to monitor my system.

  

  Business Response

  Date: 06/26/2025

  A Solutions Expert contacted the customer regarding their concerns.

• Initial Complaint

  Date:06/25/2025

  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 SunRun solar panels on 75% of our roof. The system isn't working at 100%. I have contacted SunRun 3 times over the past 4 months. They have not fixed it. They do not know when they will fix it. They cannot compensate me for the money this is costing me. We are in a contract with them and they are required to maintain the system so that it works at 100%. They are not and i cannot cancel the contract. They have offered no resolution or time frame for resolution. This is in breach of contract and they need to fix this.

  

  Business Response

  Date: 06/26/2025

  We have connected with the customer and are working to expedite the delivery of the equipment needed to complete the repairs to the system.