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
https://www.sunrun.com/go-solar-center/solar-articles/troubleshooting-your-solar-backup-battery-guide Save Custom Text

Complaints

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

Customer Complaints Summary

4,122 total complaints in the last 3 years.
1,308 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:03/21/2025
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 signed up for solar program with sun run
Salesman was from rep company ******* solar
We were very specific on the question

What happens when we need the roof replaced

We were told several times by two reps from the company
When your ready for a new roof call us and we will schedule a date of removal when the new roof is scheduled a day before we will remove and reinstall as soon as the new roof is on to minimize the down time
They said we do it one time free of charge they stressed one time free removal

Well unfortunately that was a straight out lie
Time for new roof has come and my insurance company is demanding we get a new roof or they will drop us
The roof is 21 years old
We called Sunrun and they said do you have that in writing and we said ah no they said we’ll call this other company and it will be a charge

Turns out they want 6000$ to remove it and reinstall it

Such a shame a big company like that is allowed to conduct business like that
Customer Answer
Date: 03/24/2025
Here is our issue

We installed solar by ******* /sunrun had roof checked out before installation Everything seemed to be good and normal Me my mother and father asked a specific question about removing for new roof at some point They ensured us free one time removal and reinstall no charge So 12 years later we got a letter from our insurance company selective Kindly telling us if we do not get a new roof we were going to be non renewed due to our roof being older than 20 years Well so we called Sunrun and they informed us that to remove the solar and reinstall it would be appropriately 5500$ to have this done and only can be done by certified installer or we will void out warranty Well that’s not what we signed up for

They asked us if we had that in writing we were like no

The contract doesn’t really say anything about it until end of term they will remove for free no charge

It’s not right

Three adult would swear under oath that is what they told us that what it should be

They should be writing me a check to pay to have it removed and reinstalled as we were told

But apparently they have developed a pattern on telling people the same thing they told us

Seem to interesting that they have told other people similar things ******** has a page called Sunrun sucks

Interesting stories

How does a comet like Sunrun get away with this kinda of ****

Giving solar a bad name

Clean energy gone bad by companies like Sunrun something has to be done and they should be made an example of

Thanks for reading

Hopefully someone will do something.

Like state in the contract

I have read my contract several times and it seems so hard to read and make sense out of an already confusing industry Not right not fair Sent from my ******
Business Response
Date: 03/31/2025
An Escalations Expert contacted the customer regarding their concerns.
Initial Complaint
Date:03/20/2025
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.
Back in summer 2024 ******* ***** came by my house to offer solar. We did the application and paperwork on the first visit. Then we discussed monthly payment and electrical box upgrade. The monthly payment by then was $120 a month so I said no.....

Later in the summer a sales/manager calls me (I wish I could remember his name) and tells me that they can go lower in the monthly payment to $100/mo but he was not sure about the electrical box upgrade. I said there's no deal if the electrical box is not replaced and paid by you or the state..

Then he called me later that day stating that they approved the electrical box to be replaced under them and my monthly payment would be $100mo. So I agreed and celebrated with ******* (Original sales guy).

Months and Months passed until the techs finally came in to upgrade my electrical box. However, labels were left wrong and they blew 3 remote controls of my 3 fans during the replacement of the electrical box (this was confirmed by other electricians later).

After 3-4 times failed city inspection they decided to approve with the wrong labeling (until this day)

Also, got a Bill for Sunrun for $3,600 for the electrical box upgrade after they made me sign a contract stating to replace but doesn't say they were covering it, when the sales/manager clearly told me it was going to be covered by them (that was the deal for me to agree).

Also, on March 4th I had an appointment for the techs to come in ad check the battery and to wire switches to my fans after messing it all up but no one show up and ***** (the one who handles the appointments) does not answer the phone or text messages. Also **** does NOT answer the phone or answers emails.

In order for me to approve the resolution of this claim:
1) Dismiss the $3,600 invoice bill
2) Hardwire my fans to switches (I'm not 8 foot tall) to manually operate them. Leave them how you found them in the beginning
Business Response
Date: 03/24/2025
An Escalations Expert contacted the customer regarding their concerns.
Customer Answer
Date: 03/25/2025

Complaint: ********

I am rejecting this response because: Escalator representative contacted me however there's more investigation. I will not close this until we reach an agreement between my 2 main concerns.

Sincerely,

Edmarie R***** *****
Business Response
Date: 03/26/2025
An Escalations Expert contacted the customer regarding their concerns.
Customer Answer
Date: 03/30/2025

Complaint: ********

I am rejecting this response because: there's still an investigation on going and the issues has not been resolved.
Also, the $3,600 has been added to my Bill so I cannot sign up for autopay which is costing me an additional $7.50 to my monthly bill. I request that any additional $7.50 for not being on autopay will be refunded back to me.

Sincerely,

Edmarie R***** *****
Business Response
Date: 04/04/2025
An Escalations Expert contacted the customer regarding their concerns.
Customer Answer
Date: 04/08/2025

Complaint: ********

I am rejecting this response because: ... What are you talking about? I'm responding using the Internet. Solve the issues stated above!

Sincerely,

Edmarie R***** *****
Initial Complaint
Date:03/20/2025
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’m filing a complaint against Sunrun due to ongoing contractual violations and lack of support.

My system has failed to meet its guaranteed performance every year, triggering refunds. However, Sunrun reduces future refunds by rolling past payments forward, contradicting their 100% Performance Guarantee.
A blinking light on my meter was flagged by Sunrun reps two months ago, yet no technician was sent. Support only runs virtual checks and says "everything is fine."
If my system works as designed, why does it underperform every year?
I request a full refund breakdown, an in-person inspection, and clarity on their refund process.

Sunrun’s actions appear deceptive—I need real answers.

Best,

Gonzalo B******
Business Response
Date: 04/01/2025
An Escalations Expert contacted the customer regarding their concerns.
Initial Complaint
Date:03/20/2025
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 writing to express my frustration and dissatisfaction with the service I have received from Sunrun. The promises made to me during the initial sales process have been grossly ignored and contradicted, leaving me with unresolved issues. At the time of signing up for solar panel installation, the salesperson assured me that removing and reinstalling panels would be done at no cost, for any reason. However, when I contacted Sunrun in July 2024 to have two panels removed to accommodate a skylight installation, I was told that, as per my agreement, the panels could not be removed without me bearing the cost for removal and reinstallation. When I brought up the promises made during the sales process, I was sent an agreement that contradicted these claims. I reluctantly agreed to this, believing that the process would be completed within 6-8 weeks, but its now been over 8 months with no progress. Despite multiple follow-ups, the responses I received were consistently vague and ambiguous, with no clear answers or updates. The issue remains unresolved, and the only updates I have received are emails from ****** ***** stating that Sunrun was waiting for permit approval from the Village of ********************* that now appears to have been false. I was recently contacted by ****, a Sunrun partner, who informed me that they will be working on my request. They sent a contract to sign for and agree to pay $1170 for removal and reinstallation of 2 Solar panels. Sunrun recently informed me that my solar system is not sending data to Sunrun, and REMI will fix the panels during the removal process, but REMI confirmed they are not qualified to do so. Based on Sunrun's initial commitment of completing my request between 6-8 weeks, I paid an advance to my contractor for the skylight installation, yet that promise has been completely disregarded. I now find myself in a situation where Im unable to proceed with my planned home improvements.
Business Response
Date: 03/21/2025
An Escalations Expert reached out to the customer via email on March 21, 2025.
Customer Answer
Date: 03/21/2025

Complaint: 23093629

I am rejecting this response because: I have been working with an escalation expert for most part of my request, without any resolution. She even gave me false information about where they are in the process. I was told by last *** that they are waiting approval/permit from village and that is all the reason for delay and then few days ago I was contacted a partner for Sunrun for the job and the Sunrun escalation expert (same person) sent me a mail saying the partner will apply for permit. So all this while no permit was applied. I do not trust Sunrun.

Sincerely,

***** ******
Business Response
Date: 03/24/2025
An Escalations Expert has been in contact with the customer and the previous case manager to ensure this customer is taken care of in a timely manner.
Initial Complaint
Date:03/20/2025
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.
**** ***** - with Sunrun business card - *********************************** address, came to the home of an 84-year-old, single woman, in ********, **, where she was ALONE with no one to assist her. I was traveling in to visit her, and she had told me about the appointment and promised me that she was not going to sign anything, just get information. Upon arrival, I found out that **** pulled up her email on her phone and had her sign a document authorizing a solar installation contract. It was a DocuSign so I found the 47-page document on her computer and printed it out. She had no idea what was happening.She told me that she stood in her kitchen the whole time with ****, and they NEVER SAT DOWN, and he had her initiate signatures on her phone without her knowing what she was getting in to.She thought it was to have someone come out and check the roof -- this is what **** told her.I had to print the contract to show her what had transpired. She was confused and kept saying that **** said it was to make an appointment to have the roof checked ******** is unconceivable that **** would take such gross advantage of my friend. He has no conscience or morals. I initiated an immediate cancellation of the contract on the last of the 5 days she had left to cancel and **** and others had the gall to call her back and try to convince her to continue with the project. I have the contract in hand to prove what I am saying is true and have attached it to the BBB online complaint form. **** had her sign an agreement for automatic payments from her bank account, which she would never agree to. She gave no bank information.I can't see why, with all of the complaints that Sunrun has an A+ rating. Something is wrong here.
Business Response
Date: 03/24/2025
An Escalations Expert reached out to the customer via email on March 21st, 2025.
Customer Answer
Date: 03/24/2025

Complaint: 23093304

I am rejecting this response because: It appears that the company is reaching out to the 84-year-old person that their sales representative interacted with and took advantage of. Instead, they should be contacting and reconciling poor and unethical business practices with their own local company and the sales representative there.

Sincerely,

Gay ****
Business Response
Date: 03/24/2025
The business is only able to contact the customer for their ******************** concerns, not a third party.
Initial Complaint
Date:03/20/2025
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.
Here is the letter I sent to the CEO after dealing with many employees there and not getting resolution. She passed it onto another representative who again did not offer a resolution:
Ms. ******,

I am a customer and a shareholder and I have dealt with several people in Sunrun, most recently ****** ******, who have not been helpful regarding the fact that Sunrun workers damaged my roof by incorrectly patching it after they climbed it to fix a panel on the other side of my home. This home is a dutch colonial and they chose to place three eyesore metal flashing sheets under shingles on the very front of my home, so these sloppy patches are visible from the curb and significantly lowers the value of my home, not to mention it bothers me personally to see this every time I walk up to my door. I have attached photos. The three shiny rectangular sheets that do not belong are the issue.

I keep being told that as long as it is watertight, they will not correct their haphazard job, even though my roof was perfect before this. I have also been told that if an HOA is ordering the repair, they will complete it. I do not have an HOA, but I am in real estate and know the value of curb appeal and it is unconscionable to leave the customer with a roof that looks like it is in disrepair.

I’m attaching photos of the roof and the three metal flashing pieces which were not cut down to the correct size, and we now have to deal with. Please speak to your people about consumer responsibility and accountability because this is disconcerting on many levels.
Business Response
Date: 04/01/2025
An Escalations Expert contacted the customer regarding their concerns.
Customer Answer
Date: 04/01/2025

Complaint: ********

I am rejecting this response because:
Sunrun is stating that they will not repair the five areas of roofing shingles that they left silver metal flashing hanging out of after anchoring into the roof in several areas because it is an “aesthetic” problem that they caused and the repairs they did are “watertight”. There is no way anyone will know if it’s watertight until extensive damage has been done and it becomes visible. The fact that the roof now has shoddy repairs due to their contractors leaving it in that state will leave us unable to pass homeowner’s insurance inspections in the future until it is completed, in addition to the fact that it lessens the entire curb appeal. I now have to look into roofing repairs so I am asking them to agree to end the prepaid contract and remove their panels so we can go ahead and have the entire roof fixed the correct way. I should also be asking for compensation for roof repairs as well as my time being spent on this issue which could have all been avoided if their contractor simply left our roof in the state in which they found it.

Sincerely,

Cynthia M******
Business Response
Date: 04/03/2025
The Escalations Expert provided an update to the customer regarding their concern on 4/2/2025.
Customer Answer
Date: 04/03/2025

Complaint: ********

I am rejecting this response because:
The business is doing nothing to offer to rectify this situation other than sending me a full invoice for removal, when I would not even bother removing at this time if I didn't now have the issues with the roof that were caused by Sunrun contractors.

Sincerely,

Cynthia M******
Initial Complaint
Date:03/19/2025
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.
Since installation, I have contacted SunRun several times regarding not getting credit for the extra energy that should be going to SCE. I sent them bills showing the issue, but they have not corrected it; I bought a system 4 times my previous bill in 2023 because I wanted all electric heat. *** called me today, informing me the connection to their system is incorrect and may be connected to units 1 and 2. It should be Unite 1 only. No extra power is sent to them. When I was sold the unit, I was not told that my rate plan would double with SCE. I wanted to go all electric heat I should have been sold a backup. It should have been financed with my panels. I should have been given the option to lease the system. My experience with SunRun has been terrible from the beginning to solving the issue of me not receiving credit for energy sent to SCE. Attached are some of the bills I previously provided to SunRuns's service department, proving that I am not getting credit from ***. They never sent someone out to check the connection and system.
Customer Answer
Date: 03/20/2025
Since installation I have contact SunRun several times regarding not getting credit for the extra energy that should be going to SCE. I have sent them bills showing the issue but they have not corrected it, I bought a system that is 4 times my previous bill in 2023 because I wanted all electric heat. *** called me today informing me the connection to their system is not correct that it may be connected to unite 1 and 2. It should be unite 1 only. That no extra power is been sent to them. When I was sold the unite I was not told that my rate plan would double with SCE. I wanted to go all electric heat I should have been sold a backup. It should have been financed with my panels. I should have been give the option to lease the system. ALL in ALL my experience with SunRun has been terrible from the beginning to solving the issue of me not receiving credit for energy sent to SCE
Customer Answer
Date: 03/20/2025
My full name is ******* *** **** and I go by ***
Business Response
Date: 03/21/2025
An Escalations Expert contacted the customer regarding their concerns.
Initial Complaint
Date:03/19/2025
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.
My system is not producing electricity, this is the second time the system has gone down. One I had to notify the company that it was down, they do not seem to monitor the system. The first time it was down for over a month.
My complaint is i was told i would be contacted within 24-48 hours to schedule service, but I get a note today that someone will contact me within the next 5 days and if they don't i am to contact them again after the 5 days.
I also found out that they have had problems with their inverters, they have replaced mine once and my neighbor once as well.
Business Response
Date: 03/21/2025
An Escalations Expert contacted the customer regarding their concerns.
Customer Answer
Date: 03/21/2025

Complaint: ********

I am rejecting this response because: I have to wait another 5 days before they will contact me with regards to my problem. Sunrun contacted me to let me know that they contacted their service group. And now I have to wait for them to contact me which he stated would be next week some time. Don't understand why it takes so much time to schedule service even if it's a week or so out.

Sincerely,

John S****
Business Response
Date: 04/01/2025
The Escalations Expert provided an update to the customer regarding their concern on 4/1/2025.
Customer Answer
Date: 04/02/2025
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,

John S****
Initial Complaint
Date:03/19/2025
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.
From last May/June 2024 we had a roof leak in our home. The ceiling was caving in our office. At first our situation was denied since the leak wasn’t at the footings of the solar, it was deemed “not solar related” but when I provided documentation that Sunrun was also the company that had redone our roof before installing the solar panels they accepted responsibility of the damages and redid our roof when inspection was done it was deemed the roof had to be redone again for a third time because the rotting wood from the water damage was not replaced during the second reroof. Then there was a discrepancy about what roofing company would be doing the reroof for the 3rd time. The solar panels were reinstalled last month but there is still no communication so they still don’t work. The interior repairs started with holes being cut in the livingroom, bathroom, and office. I’m being told I need to remove all items/furniture from those rooms in order for the repairs to be completed but I don’t know where to put my belongings. I’ll do it, I’m scared I’m going to get hurt moving heavy items. I can’t figure out what’s best to keep my home managed and in order to keep everyone’s needs taken care of. Our home is small, there are 5 of us living here, including my 80 yr old grandmother in a wheelchair. I can’t block access for her to get around to the restroom and to food. I don’t know what else to do. I can’t get a representative to call me on the phone to discuss anything. It is taking forever to get all of this over with. I have been made promises and then passed around to different case workers. I was told I could get my ****** bill paid for and the solar loan paid for for every month I haven’t had panels on my roof. Now the wording has changed to “possible reimbursement” I’ve provided copies of ****** bills and loan bills when they were requested. Willing to provide all communication with sunrun and their contracted partners. All text/emails have been saved from day one.
Business Response
Date: 03/20/2025
An Escalations Expert contacted the customer regarding their concerns.
Customer Answer
Date: 03/20/2025

Complaint: ********

I am rejecting this response because:
All of my questions still have not been answered. I still do not have clarification if my requested resolution is guaranteed or my reimbursements. I did get a phone call today. But was told “I don’t have answers for you” “ We are trying to get answers for you”. I did get 1 question answered, I do not have to remove the built in cabinets in my office. But I do need to empty them. I still don’t know where I’m supposed to put all of my belongings to where I will still be able to function in my home and take care of my family. We discussed possible hotel, rv rental or storage pod to put belongings during construction but still no clear answer.

Sincerely,

Roxanne L**
Business Response
Date: 03/25/2025
The Escalations Expert provided an update to the customer regarding their concern on 3/20/25.
Customer Answer
Date: 03/28/2025

Complaint: ********

I am rejecting this response because:
Still missing answers to questions. I did pack up our belongings myself. And submit a receipt to sunrun for boxes/tape for reimbursement. Received email on 3/27/25 with no updates. No start dates of repairs and no settlement offers.

Still have giant holes cut in my livingroom, bathroom and office.

Sincerely,

Roxanne L**
Business Response
Date: 04/01/2025
An expert as well as management is in communication with the customer. She is well aware we are working to address and resolve her damage concerns.
Customer Answer
Date: 04/05/2025

Complaint: ********

I am rejecting this response because:
Still no start date for repairs. Answers to questions are still being worked on. Compensation for utilities will be discussed after repairs are completed.

Sincerely,

Roxanne L**
Initial Complaint
Date:03/19/2025
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.
My system with Sunrun stopped working in late December 2024. Upon calling customer service several times, I was finally promised that somebody from the management team will reach out to schedule an appointment as I was not able to secure one online for a technician to come to the house. One was scheduled for 17 March 2025 between 1200 and 5 PM. We were told that the tech would call before showing up. We never received a call and keep getting the run around about the whereabouts of the tech. We were also told that the case would be elevated and a manager or team lead would contact us and nothing was done.This company doesnt take responsibility for their actions and treat customers with the upmost disrespect.
Business Response
Date: 03/21/2025
An Escalations Expert contacted the customer regarding their concerns.

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Sunrun, Inc. is BBB Accredited.