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.

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

  
• 

  Sunrun Inc

  1550 Magnolia Ave Corona, CA 92879-2094

  
• 

  Sunrun Inc

  1225 Park Center Dr Vista, CA 92081-8353

  
• 

  SunRun Inc.

  712 Brook St Ste 104 Rocky Hill, CT 06067-3447

  
• 

  Sunrun, Inc.

  227 NY-303 Congers, NY 10920

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:02/21/2025

  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 have Sun Run Solar and the refuse to abide by my contract. My Solar is to cover 95% of my electrical Bill and it does not. I pay about 220 a month to Sun Run while PGE is charging me about 180 a month. Thats just shy of a 50/50 split and not what my contract says. Customer complaint goes outside the ** and you can tell they are reading from a script. You cant talk to anyone and they wont tell you if the will send someone out to talk to you about the system which is now obsolete. There customer service is virtually non existent

  

  Business Response

  Date: 02/25/2025

  An Escalations Expert reached out to the customer via email on February 25, *****. 

• Initial Complaint

  Date:02/21/2025

  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.

  Sunrun account no- ************ We brought a new home on Jan10th 2025, since then facing multiple issues, which were not resolved even after many calls to their team.1- sunrun is billing me even for nov and December 2024, even before home was purchased.2- they have not produced any electricity so far, their system is faulty and not running, even then they are sending us monthly accumulated bill.3- even after many calls issue of system and billing not resolved.Thanks

  

  Business Response

  Date: 02/28/2025

  An Escalations Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:02/20/2025

  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.

  This has been on going issues for nearly 4 years with Sunrun solar company for various reasons. Overall for the nearly 4 years our solar system has not worked effectively resulting in us to file continued claims and even have a roof leak from a faulty initial installation. We are now at the point that our system was put back on our roof after a necessary roof replacement, and have a faulty system that continues to not work as described and powerwalls. Sunrun cannot determine the problem and now refuses to put in any additional efforts to get us to a working system as we are paying on a loan for our solar panels and powerwalls that are not properly functioning. 4 years of paying this loan on a faulty system that we have spend hundreds and hundreds of hours trying to contact Sunrun and get it fixed. Now they are completely refusing to do anything else to Fix our system and compensate us for the higher than normal electric bills and compensate for all our time and efforts and stress. Sunrun has been beyond challenging and disappointing to work with, as we continue to have problems with their equipment that we were sold. It is very disappointing that a large corporation would not want to fix our current system properly since we are paying on the loan. I am unsure where I should file this claim but I know that their headquarters is in ************* therefore they should be held accountable and liable for the lack of services rendered as a paying customer. Please advise if this is the correct location to file this complaint. We are willing to speak to the media and educate the public as needed. We have additional supporting documentation as needed but we felt the need to get this filed asap due to the nature of Sunrun now refusing further action to resolve and repair our faulty system. We have never thought that we would be at the point that Sunrun would refuse to intervene. Please feel free to reach out to me via phone or email: *********************

  

  Business Response

  Date: 02/26/2025

  All matters relating to the customer's concern were previously met with a Settlement. After the Settlement was signed, we have still continued to assist the customer. All communication the customer has sent has been answered, and every request for service has been met with completed service.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22970585
  
  I am rejecting this response because:  We were told that the original design submitted by the sales representative was not enough to power our electricity requirements.  The company takes a year of electricity bills, which we did not have due to the fact that we had only moved in six months prior to signing the contract.  The sales representative said that they would be able to estimate the other six months of when we were not living in the house yet.  We want a completely new design and compensation for being mislead by the sales representative.  Sunrun says that we are stuck with what we have.  It was not our fault that the design was wrong. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 03/10/2025

  I am reaching out regarding Mr. ****** complaint. The customer's complaint is related to requesting compensation for system underperformance and for Sunrun to remove and replace the current system with a brand new larger system. A Settlement has already taken place in which the customer has signed off on. 

• Initial Complaint

  Date:02/20/2025

  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 19 2025, I open a ticket with Sunrun customer care because I noticed in my ********************** app that my system was not collecting energy since 9 February 2025. They do not monitor nor notify me when there's an issue with my system because I own it. Which I think is a breach of service. Nevertheless, my system is down and the earliest appointment I can get is 29 April 2025. WHY? July 2024, my system went down and the only way I found out was via an electric bill. After I notifed Sunrun a technician was dispatched to my address October 2024. Almost three months and now April 29 2025 a technician is scheduled for service at my residence. WHY SO LONG AGAIN?If I wanted to pay the electric company I would have never considered Solar energy. While my system was down previously Sunrun did not reimbursement the money I had to pay the **************** although I was told by customer care I would issued a Voucher for the amount incurred while my system was down. So here we go again! I would like to be reimbursed by Sunrun for the previous bill and the one I will be receiving because of faulty equipment.

  

  Business Response

  Date: 02/21/2025

  An Escalations Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 02/22/2025

   
  Complaint: 22967433
  
  I am rejecting this response because: I have not been contacted by their escalation person since scheduling someone to repair my system which is April 29 2025.
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 02/28/2025

  An Escalations Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22967433
  
  I am rejecting this response because: 

  Sunrun has not visited my residence yet to service my system. A technician initially was scheduled for Mar 4, 2025, between 7am to 12pm. 

  I called Sunrun ************* Mar 3, 2025, to validate my service date and time as a precaution to discover the period had changed to Mar 4, 2025, 12pm to 5pm. 

  I did not receive any notification from Sunrun at all. So, I will not accept any closure of this complaint until my situation is resolved.

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

  

  Business Response

  Date: 03/07/2025

  The Escalation Expert working with the customer is looking into their concerns and will be in contact with the customer. 

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22967433
  
  I am rejecting this response because: ** ****** went on vacation on or about 3/3/2025, citing a return om 3/10/2025. In her absence, she left Mr. **** ******* as a point of contact. I  contacted him on 3/3/2025 concerning my issues and requested to be kept informed of my situation and to date, I have not been contacted by neither individual.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:02/19/2025

  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.

  I had solar put in from ***** in 2014 sunrun has since bought *****. The problem is I now have developed a leak a little over 10 years from the time it was put in when I called ****** and asked them to fix the leak I was told there is a 10-year warranty and the time is up. I looked at the contract and nowhere on the contract does it state that there is a 10-year warranty on roof leaks. It simply says that it is watertight seal upon installation. When I'm talking to sunrun they claim well it doesn't say that on the contract about 10 years, it does assume that it's a 10-year contract because that's what Sun run does. I told them I don't care what Sun run does my contract that I had signed doesn't state anywhere on it 10-year warranty it's simply says under the warranty watertight upon installation. But they keep telling me that I need to assume that it's a 10-year period even though nowhere on my contract is the words 10 year anywhere on it. So I had to pay $499 for them to remove four panels for me to have a roofer come out and patch it and then have them reinstall it. I am asking them to forego the $499 and just remove the panels let my roofer patch it and put them back on and we will call it even. They still refuse saying no there's a 10-year warranty even though it doesn't say that on the contract it implies it they said. So I'm contacting you to see if you can be a go-between and get them to reimburse me the $499 and go ahead and have them remove the four panels so that my roofer can patch it.

  

  Business Response

  Date: 02/25/2025

  An Escalations Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 02/25/2025

  Better Business Bureau:

  They have agreed to give me a credit for half of the solar panel removal and reinstall. Not the outcome I was hoping for but I'll take what I can get.
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Benjamin H*****

• Initial Complaint

  Date:02/19/2025

  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.

  Aloha. I bought a solar system with a ***** ********* and ********* inverter that was installed on Dec 17, 2023. It failed completely around November 17, 2024. Sunrun finally sent a "repair" team on January 21, 2025, and it worked for a short time but as of February 15, 2025, the system has already been compromised again, with limited solar production and no battery charging taking place. I am extremely agitated about this situation. During the January repairs, I expressed my concerns that Sunrun installed a system that included charge optimizers that are an unnecessary point of failure, and asked them to replace my system with one that did not have the charge optimizers. I also expressed concerns about damage to my battery backup which wasn't charged for two months. They would not agree to install different equipment or replace my battery. In both instances, Sunrun has insisted I pay an inspection fee (eventually waived for the first repairs), and legally bind me to pay for labor costs. I supposedly have a long-term warranty for the system, but what is a warranty that doesn't cover labor costs really worth. In addition to faulty equipment and a ridiculous fee for inspection, it has been very difficult for me to reach any service people that have any authority to actually offer reasonable solutions. Now again they are expecting me to sign away my legal rights in order to have my system inspected and fixed. My system is barely one year old and has failed twice in that time period. My system has a long warranty on it. I should not have to pay for anything or sign away my rights to any kind of litigation in the future. During the January 2025 repairs, I did not have to sign or pay for anything. I'm not sure what changed, but this company is not standing behind the product that they sold to me. I paid $35,000 for a system that continues to fail due to faulty equipment or installation. If I could get reimbursed, I would have them remove the entire system.

  

  Business Response

  Date: 02/20/2025

  An Escalations Expert contacted the customer regarding their concerns.  The customer's system has been confirmed to be healthy since repair in January, however, ***** is reporting an internet connection issue that began approx.. 2/14/25..  This may be due to changing internet providers, changing WiFi password, or a poor connection.  The customer has been offered two options: 1. He can contact ***** support (number has been provided to him) for assistance or 2. We can send him a service quote for technician assistance onsite.

• Initial Complaint

  Date:02/19/2025

  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.

  I began having leaking in each room of my upstairs within the last year or so. I contacted Sunrun as I feel the solar panels are the cause. I have a 30/40 year roof and have had no problem until solar panels were installed. I had a leak on my first floor side porch about a year ago. I did not think about that being a problem from the solar panels so I called and paid Sunrun to remove 2 panels on the porch so repair and roofing replaced and the panels intalled following repair.Sunrun has sent two different contract companies to my home to see damage and estimate cost of repairs to my roof and inside upstairs ceilings. After months they have indicated nothing will be done to repair due to having the side porch completed without investigation which was against their policy. This is a completely different occurance and the porch issue was never claimed at the time to be solar problem. I feel that Sunrun should be responsible for repair. Repkacement of roof and ceiling due to damage.

  

  Business Response

  Date: 02/20/2025

  An Escalations Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/19/2025

  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.

  On January 2, 2025, I had two Techs from Sun Run scheduled to come to my house as we had a water leak up in my attic. It was determined that the water leak is not due to the nails used when the solar panels were installed but that our roof is dated and needs to be fully replaced. Shortly after the Techs visit, I called Sun Run and spoke to a CS Rep to get information on having my solar panels taken down and reinstalled. I was told we are still within the 10 year warranty and that I didn't had to pay for this project. I was pleased with the response and since I was told that someone else would call me to schedule for the next step, I ended the call. A few weeks went by (3 to be exact) and did not hear from Sun Run. I called again and this time, I was informed that I had to pay a fee to have the solar panels down and back up but they refused to give me an exact $ amount. The CS Rep took my information and said that someone else from another department at Sun Run would call or email me. Another two weeks went by and I finally received an email from ******* ********** who basically just said that I needed to contac* ****** **** ** ********************** as she handled requests for solar removals. I was very annoyed with ********* vague response, so I called her office number ************. She answered the phone and told me that she was not able to help me and that if I didn't want to pay too much money she would refer me to **** Roofing and I could ask for a quote. I explained to ******* that I had already hired my own roofing company and that all I wanted to know is when could Sun Run take down the panels and that I wanted to confirm and have something in writing that I am not paying for it. ******* refused to give me further information and I also refuse to speak with their sub-contracting company **** Roofing because I am not interested in hiring them! I am tired of going in circles and need a final answer from Sun Run immediately, please.

  

  Business Response

  Date: 02/20/2025

  An Escalations Expert contacted the customer regarding their concerns.

• Initial Complaint

  Date:02/19/2025

  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.

  SunRun installed our solar panels in 2017. On Dec/2024 the invertor had to be replaced, which was done on 12/05/24, SunRun technician ordered a new battery on Dec 7/24. Since Dec/2024 I'm paying $300 p/month for electricity. Me and my wife(***** *******) have been calling SunRun for 2 days, and they don't give us a scheduled for installing the new battery. The case manager ***** ******** had told my wife yesterday that ** had a shortage and they were waiting for the battery. My wife called ** and they provide us with a copy of the ***** tracking information that shows the battery was delivered to SunRun on Monday 01/27/2025 @ 9:37 AM at the ******************* signed for, by A ******. Today my wife called again spoke with the case manager ***** ******** phone# ************, she stated they are waiting for the inventory and gave no answer on how much longer we still have to wait. We need intervention from BBB to have our battery installed by SunRun as soon as possible. Our account # with ********************** is ************ Case #********.

  

  Business Response

  Date: 02/26/2025

  The customer has been contacted with a repair date. The customer has also been giving host access to our 3rd party monitoring site. This issue is on course for resolution.

• Initial Complaint

  Date:02/19/2025

  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.

  On 9/28/24, Sunrun called me and asked if I had been receiving bills from my electricity supplier in excess of $40 per month an I told them that I had. I compiled my monthly electric bills as well as the monthly output of my Sunrun solar panels and was able to see that my system was under-producing. The contract stated that the panels would produce 9,547 kWh/yr(kilo watt hours) but they're producing 80% of the contracted rate. A Sunrun representative confirmed this in writing via email.
  
  Sunrun set up an appointment to have a tech come to my house to check the status of the system but the tech didn't show up however, customer service said that the tech sent my systems information to the design group. A representative from the design group emailed me and said that my system required 11 additional panels in order for it to produce the contracted annual kWhrs. The person from the design group said that I'd have to enter into a new/modified contract with Sunrun at an additional monthly lease cost of $70 to $80 per month. This would cost me about $21.6K over the life of the contract.
  
  Two additional techs were sent to my house to conduct a "shade test" which checked the panels for shade from trees. They told me that tree shading was not the reason why my system was underperforming. They were also able to confirmed that the system was underperforming and they also sent my case to the design group. It was assigned case #********.
  
  Sunrun refuses to send me copies of the "shade test" as well as the tests the techs performed on the system.
  
  I have emails from Sunrun admitting that 1) the system is underperforming and 2) that 11 additional panels are required, at an additional monthly lease cost to me, in order to reach the contracted kWhrs.
  
  I think that a fair resolution to this problem would be for Sunrun to honor its original contract and write a new contract to install 11 additional panels, at their cost, and at no additional monthly lease cost to me.

  

  Business Response

  Date: 02/26/2025

  An Escalations Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 02/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did not receive a response from Sunrun via the BBB complaint mechanism.
  
  
  
  Sincerely,
  
  
  
  Ken L**

  

  Business Response

  Date: 03/04/2025

  An Escalations Specialist has been in contact with the customer since 2/19/2025.

  Customer Answer

  Date: 03/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I made a counter offer to Sunrun on February 20, 2025 but they haven't responded other than to say that they are reviewing my offer.  Their response came on February 27, 2025. Today is Wednesday March 05.

  I want this complaint to stay open so that it's viewable by the public.
  
  
  
  Sincerely,
  
  
  
  Ken L**

  

  Business Response

  Date: 03/10/2025

  The Escalations Expert provided an update to the customer regarding their concern on 3/10/2025.

  Customer Answer

  Date: 03/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  See attached file.
  
  
  
  Sincerely,
  
  
  
  Ken L**