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

4,179 total complaints in the last 3 years.
1,264 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: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:04/23/2025
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.
Sunrun hired a contractor for our new roof which ended up in a terrible experience when they removed the old roof, they through the pieces and damaged all our new flowers, plants and trees form our backyard. They put a trash container in our new driveway and the truck that pull the trash container left oil in our new driveway. They dont want to pay the repair also the solar panels didnt work from the day of the installation after three month finally work. They want me to pay for these months!
Business Response
Date: 04/28/2025
An Escalations Expert contacted the customer regarding their concerns.
Customer Answer
Date: 05/01/2025

Complaint: 23240446

I am rejecting this response because:
they just want to pay $1800.00 to fix my new driveway to do the repair about $3500.00
I have all the emails as a proof.
Sincerely,

********* *****
Business Response
Date: 05/08/2025
A Solutions Expert has been in contact with the customer since March 13th.
Customer Answer
Date: 05/08/2025

Complaint: 23240446

I am rejecting this response because:
as you can see in the picture they just want to pay $1800 I keep telling them to hire a contractor with that money and all the permits from our town and fix it! They know it will cost more! I want SUNRUN to be fear their Contractor destroy my driveway, they have to be responsible for.
Sincerely,

********* *****
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 $316.99/month. We were promised 102% from solar panels in contract and per Sunrun and *******, we're only meeting 40 to 60% leaving us to pay astronomical electric bills on top of the solar panels. We were told by Sunrun that nothing could be done as far as compensation till we reached 12 months worth of service. I emailed all electric bills to them 3/24, 4/2, 4/11 & 4/22 with no response. In same email we're also seeking reimbursement for damaged done to roof during installation in which we had to hire a roofing company to fix.
Business Response
Date: 04/23/2025
A Solutions Expert will contact the customer within 1-2 business days.
Initial Complaint
Date:04/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been paying monthly 350$ for past 2 years and at least 4 times the solar system went down without notification- I noticed it and then informed the ********** fix the issue each time they take more than 1 month and I am forced to pay each time without the power being generated- please help
Business Response
Date: 05/01/2025
An Escalations Expert contacted the customer regarding their concerns.
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*****

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Sunrun, Inc. is BBB Accredited.