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.

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

  
• 

  Sunrun, Inc.

  177 Cantiague Rock Rd Westbury, NY 11590

  
• 

  SunRun, Inc.

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

  
• 

  SunRun, Inc.

  16 Progress Rd # B4 Billerica, MA 01821-5739

  
• 

  Sunrun, Inc.

  12400 Kiln Court #G Beltsville, MD 20705

  

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:04/24/2025

  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 a complaint against Sunrun, Inc. for deceptive sales practices, misrepresentation, and installation issues that led us into a 25-year contract we never would have agreed to had we been told the truth. On July 6, 2024, a Sunrun sales rep visited our home and made multiple promises that heavily influenced our decision to move forward. These turned out to be false. We have text message proof of some of these claims, yet Sunrun is only making minor adjustments while we remain stuck in a 25-year contract. The rep clearly stated that Sunrun had eliminated ******* bills, and we wouldn’t owe **** anything post-installation. However, we have been billed for significant ******* charges, despite having written confirmation that we would not. We were also told we’d pay $216/month flat for 25 years, with no mention of a 3.5% annual rate increase. This fixed rate was a major reason for our decision, and we have this in writing. We naively believed the contract was standard and that the rep’s promises were what truly mattered. At no point did the sales agent explain the 3.5% increase — he reassured us the $216 was locked in. We were also promised a $750 **** gift card after installation, but after the system was installed, Sunrun claimed we didn’t qualify. A component was also installed incorrectly, which may have caused inaccurate energy usage reporting and unexpected **** charges — charges we were told we would not have. When we raised these issues, Sunrun pointed to this clause in the contract: “The Amendment and this Add-on Agreement contain the entire agreement of the Parties... and supersede all... oral, written or other communications, negotiations and representations...” In short, Sunrun is telling us that their sales rep’s written and verbal statements do not matter. This is deeply misleading and unethical. Sincerely, Soyun K** ***

  

  Business Response

  Date: 04/25/2025

  An Escalations Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 04/26/2025

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

   

  
  The core issue that led to our complaint is that Sunrun's sales representative, *****, explicitly promised that enrolling with Sunrun would eliminate our ******* charges with ****. We have attached proof of this .

  Based on this assurance, we agreed to sign a 25-year contract. Since installation, however, we have continued to receive ******* charges averaging $400 per month — in addition to our $216 monthly payment to Sunrun.
  Furthermore, there were additional serious misrepresentations and problems:
  Protected Rate Misrepresentation:
  ***** told us that our $216/month payment would be fixed for 25 years under a “protected rate.” We specifically asked him if our monthly payment would stay the same, and he confirmed it would. we have attached proof of this.
  However, the actual contract allows for a 3.5% annual increase, which was never disclosed to us verbally. ***** hid this critical information during the sales process.
  Installation Error:
  After installation, it was discovered that part of the monitoring device was installed upside down, which could have caused inaccurate electricity readings and inflated our bills. Although Sunrun has since corrected the installation, they have not yet determined whether this error contributed to the excessive ******* charges. We have requested clarification, but Sunrun has not provided an answer.
  False Gift Card Promise:
  ***** also promised that we would receive a $750 **** gift card after installation. Later, We were informed that we did not qualify for the promotion. This was another clear case of false advertising and misrepresentation.
  Despite months of delays, Sunrun has now proposed to reduce our monthly payment and offer a $750 account credit — not a **** gift card .Despite Sunrun’s deceptive and misleading sales tactics, we are being unfairly compelled to remain bound to a 25-year contract that was secured under false pretenses.
  This does not address the true harm caused by the misrepresentations, the unexpected financial burden we are experiencing, or the trust that was broken.
  Additionally, after months of  delay on their end, Sunrun is now giving us less than three weeks to accept their offer or they will close the case, which is extremely unfair.
  Therefore, we respectfully reject Sunrun’s proposed resolution.
  Our request remains the same:
  ? Termination of the contract without penalty, and complete restoration of my home’s original utility setup, including re-enrollment in my previous **** plan — without any damage, alteration, or financial burden on our family.

  Sincerly ,
  Soyun L** * ****** ***

  

  Business Response

  Date: 04/29/2025

  The Escalations Expert provided an update to the customer regarding their concern on April 29, 2025.

  Customer Answer

  Date: 05/01/2025

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

  
  The core issue is that Sunrun promised their system would eliminate our ******* charges entirely—yet not only are we still receiving ******* bills, our bill has skyrocketed, even though we are using less electricity than before and have more solar panels. This is a clear failure to deliver on what was promised during the sales process, and it represents a fundamental breach of trust.
  
  
  To make matters worse, during the first several months of system operation—when the CT ring was improperly installed—our electricity usage, as reported by ****, was abnormally and inexplicably high. This directly coincided with Sunrun’s installation failure. 
  it is misreported consumption and the potential failure of battery integration, both of which may have led to excessive utility charges. 
  
  
  Additionally, the sales representative assured us we would be locked in at a fixed monthly payment of $216 for 25 years—a “protected rate” designed to shield us from increasing energy costs. However, the contract says otherwise. This was a deliberate bait-and-switch tactic, where we were promised one financial structure and bound to another. It’s clear we were misled into a long-term agreement under false pretenses.
  
  
  While Sunrun claims to take these concerns seriously, their actions do not reflect that. They are doing the bare minimum—offering only partial compensation while leaving us locked into a long-term agreement we never would have signed if we had been given truthful and accurate information. This is neither ethical nor fair.
  
  
  The offer of slightly over $11,000 is wholly insufficient given the 25 years of financial harm we now face. I cannot accept the offer or consider the matter resolved.
  
  
  My request is still remains the same.

  
  

  
  Sincerely,
  
  ******* soyun L**

• Initial Complaint

  Date:04/23/2025

  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.

  The paels on my house have have leased from Sunrun since 2001. My home was severely damaged in the January 7, 2025 Palisades Fire and has been uninhabitable and without power since. The solar system is inoperable, yet Sunrun continued charging me monthly. Despite multiple formal requests by phone and email, I have not received full written confirmation of billing suspension, refunds, or a warranty plan for damaged equipment. I submitted documentation as requested and was told the issue was being addressed. Weeks have passed with no resolution or communication. I am requesting: Full written confirmation of billing suspension effective January 7, 2025 A full refund for payments made since that date Acknowledgment of Sunrun’s responsibility for panel removal during demolition or reconstruction Written confirmation that replacement of damaged panels will be honored under warranty Please assist in obtaining a full and formal resolution from Sunrun. Account #: ************ Address: **** *** ****** *** ******* ********** ** *****

  

  Business Response

  Date: 04/24/2025

  An Escalations Expert contacted the customer regarding their concerns, we will work with them to address their concerns. 

  Customer Answer

  Date: 04/25/2025

  
  Complaint: ********
  
  Thank you for forwarding Sunrun’s response. While I did receive a call and follow-up email from a representative, I have not yet received written confirmation of the resolution I requested. Specifically, Sunrun has not provided:

  •A full refund for all post-fire charges
  •Written confirmation that billing has been permanently suspended as of January 7, 2025
  •Confirmation that they will remove the panels during demolition or reconstruction
  •Confirmation that replacement will be covered under the lease warranty due to fire damage
  

  I appreciate the outreach, but until these points are resolved and confirmed in writing, I do not consider this matter closed.
  Sincerely,
  Beth R*****

  

  Business Response

  Date: 04/29/2025

  An Escalations Expert contacted the customer regarding their concerns, we will work with them to address their concerns. 

• Initial Complaint

  Date:04/23/2025

  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.

  Summary of Complaint: Sunrun abandoned their solar system equipment on my property for over a year and has failed to remove it despite multiple requests. Additionally, they have a lien on my home that is now threatening the successful sale of my property. This is unacceptable and potentially unlawful. Key issues: System was installed on a flat detached garage; roof leaked due to install. Sunrun re-rolled the roof but left the system disconnected and dumped beside the garage for the past year. Despite their promises, the battery lasted only hours—not days. My electric bills actually increased. They promised removal and a clean title. That never happened. All email addresses listed on their site (*************************** *********************** ****************) bounce back as undeliverable. I am asking the BBB to help resolve the following immediately: The abandoned panels must be picked up and removed from my property The lien on my home must be removed so that I can proceed with selling it Sunrun must provide a working point of contact for consumer disputes This situation is interfering with a real estate transaction and needs urgent attention. Sincerely, Greg R****** ***** ********* ****** **** ********* **. ***** ************ **********************

  

  Business Response

  Date: 04/25/2025

  An Escalations Expert contacted the customer regarding their concerns.

• Initial Complaint

  Date:04/22/2025

  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 a solar panel system on my home at **** **** **** **** ****** *** Shortly after the installation, I experienced serious roof leaking directly under the solar panels. The water damage has now totaled over $20,000, affecting my ceilings, insulation, and interior walls. I have contacted Sunrun numerous times over the past year, requesting urgent repair and reimbursement. Despite repeated promises, they have failed to resolve the issue or take responsibility for the damage their installation caused. I’ve been left with a damaged home and ongoing expenses due to their negligence. This delay is unacceptable. I am requesting immediate repair of the leak, full reimbursement for all damages ($20,000+), and a written commitment to prevent further damage. Desired Resolution: Immediate repair of the leaking roof Reimbursement for $20,000+ in property damage Written assurance of long-term resolution I expect a prompt and professional response to this matter through the BBB.

  

  Business Response

  Date: 04/23/2025

  An Escalations Expert contacted the customer regarding their concerns.

• Initial Complaint

  Date:04/22/2025

  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 have been a SunRun Customer since 2019. The solar panels they installed stopped working due to an inverter failure in October 2024. I have been complaining since. I spoke with ****** ******* today, 4/22/25 and he said there is a case file dated 3/13/25 noting the inverter issue, but I called much earlier. I have been paying $110-$115 each month and not only have received no electricity, but the lack of solar panels means my ******** **** electric bill is not offset either so I am loosing $100-$200 each month. They said today that they will only refund me $110 (last month's bill that I stopped the auto debit on). They cannot tell me when the inverter will be fixed or when the other 7 months of payments will be refunded. They also have a guarantee production amount in the contract which they are not meeting and I was told that will not be refunded until 2026 which is a very long time to wait for a refund on underperforming panels from 2024.

  

  Business Response

  Date: 04/23/2025

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

• Initial Complaint

  Date:04/22/2025

  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.

  Solar panels installed Jan of 2024. We pay $316.99/month. We were promised 102% from solar panels in contract and per Sunrun and *******, we're only meeting 40 to 60% leaving us to pay astronomical electric bills on top of the solar panels. We were told by Sunrun that nothing could be done as far as compensation till we reached 12 months worth of service. I emailed all electric bills to them 3/24, 4/2, 4/11 & 4/22 with no response. In same email we're also seeking reimbursement for damaged done to roof during installation in which we had to hire a roofing company to fix.

  

  Business Response

  Date: 04/23/2025

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

• 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:04/21/2025

  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’m writing to express my frustration with the issues I’ve experienced since Sunrun installed solar panels on my home. What should have been a smart investment has turned into a stressful and time-consuming ordeal with little accountability or support. Shortly after installation, I noticed a ceiling leak during the rainy season. My roof was only eight months old and had no prior issues—until the solar panels were installed. It took three visits to address the ceiling, and further rain caused additional damage. Eventually, after more visits, the roof was finally repaired and tested. Then the solar panels stopped working. It took three more appointments to restore power. The system was under-producing for 45 days. I made numerous calls, sent emails and texts, and rarely received a timely response. While my case manager has been polite, communication has been inconsistent. Requests to speak with a supervisor were deflected or ignored. This has become a part-time job—scheduling appointments, waiting during long windows, and constantly following up. The customer service has been disappointing, with no clear ownership or urgency. Most recently, I was offered a settlement for the damage and am awaiting the agreement. I was also told that, because I own the system, there is no production guarantee—even though the outage was due to Sunrun’s installation. This was never clearly communicated and is extremely concerning. What’s most troubling is that this is a product I can’t return. I entered this agreement in good faith, but it has been one of the most frustrating experiences I’ve ever had with a service provider. I regret not doing more research. I remain hopeful that the commitments made by my case manager will be honored. I urge someone in a leadership role to review this case and provide the resolution I’ve been promised. I respectfully request direct communication and timely follow-through.

  

  Business Response

  Date: 04/23/2025

  A Sunrun Sr. Solutions Expert has confirmed that the customer’s desired outcome is currently being finalized. Through email communication, the customer was informed that the matter will be resolved shortly, pending internal processing. The customer has acknowledged and expressed satisfaction with the pending resolution.

  Customer Answer

  Date: 04/25/2025

  Better Business Bureau:
  
  I have received a settlement from Sun Run On Tuesday and awaiting for a settlement. I don't know if I still need thiss open.  Wih the pasthistory the communication is absent and difficult to reach a representative. I sent a follow up e-mail this morning and awaiting for a response. Please advise if we should still continue with the complaint or hole off for a few days? 
  
  Sincerely,
  
  Jason T******

• Initial Complaint

  Date:04/21/2025

  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.

  On January 5, 2025, Mr. ******* completed sale of his estate to ********** ********* located at **** ******* ***** ***** **** ***** ****** ** ***** ************. Sunrun was given escrow information and the new owner contact information. see above. Still the monthly service fee is being deducted from checking account. call each month seeking to stop the automatic debits. Sunrun replies..I have been "TYING TO CONTACT THE NEW OWNER'. is the reason this matter is resolved.

  

  Business Response

  Date: 04/22/2025

  The customers representative has been contacted with an explanation  and proof for  the charges. 

  Customer Answer

  Date: 04/23/2025

  
  Complaint: ********
  
  I am rejecting this response because: call from SUNRUN resulted in typical response. WE HAVE BEENING TRYING TO CONTACT NEW OWNER!  Remined this SUNRUN to contact the owner who is a business not individual as detailed in the escrow papers.  WASTE OF TIME at client expense continues
  
  Sincerely,
  
  Bruce G******

  

  Business Response

  Date: 04/24/2025

  The customer is currently represented by ***** ***. There is an open service transfer case for this complaint. There was a miscommunication from the initial start of when the home was being sold. My conversation with *** on 4/23/2025 cleared the miscommunication of  who purchase the home. We have the needed information to follow-up on the open service transfer case which is still in progress for a resolution. *** was informed that I would be working closely with the case manager from the service transfer team to ensure that we come to a resolution. 

  Customer Answer

  Date: 04/26/2025

  
  Complaint: ********
  
  I am rejecting this response because: The auto debits are still being debiting my account.
  Sincerely,
  
  Bruce G******

• 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*****