Sunrun

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 2 historical complaints about Sunrun, published in 2012. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Solar Lease Left Me Paying Thousands More Than Before SolarPublished Dec 16, 2012 · Historical consumer allegation
• Standard Solar Installation Delayed Four Months, System Fire UnrepairedPublished Oct 3, 2012 · Historical consumer allegation

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts & Login

• Official website: https://www.sunrun.com/
• Existing customers: customer support (Mon-Fri 5am-7pm PT, Sat 6am-4pm PT): (855) 478-6786
• New customers: Solar Advisor line (sales): (833) 324-5886
• Customer account login (mySunrun): https://my.sunrun.com/login
• Moving: Sunrun transfer portal: https://servicetransfer.sunrun.com/

Locations

Sunrun contracts, cancelling, moving and how to complain: what Sunrun's pages and regulators say (checked October 6, 2026)

Sunrun's own pages, opened on October 6, 2026, set out the routes below. Sunrun says it sells most systems as a 20- or 25-year lease or power purchase agreement (its 10-K calls them Customer Agreements), so the terms that decide cancelling, moving and billing are in the agreement you signed. Sunrun's FAQ says your agreement is in your account: log in at my.sunrun.com or the Sunrun app, open Account, then Contracts & Docs. This page did not review a Sunrun lease or PPA; the arbitration text quoted below is from the website Terms of Service, not from a customer agreement.

Contact Sunrun. Sunrun's Contact Us page lists customer support at (855) 478-6786 (Monday to Friday 5am to 7pm Pacific, Saturday 6am to 4pm, closed Sunday) and says the app can answer questions about a copy of your agreement, billing, payments and system monitoring. The new-customer Solar Advisor line is (833) 324-5886. Written notices to Sunrun's legal group go to Sunrun Inc., Attn: Legal, 600 California St., Suite 1800, San Francisco, CA 94108 (address given in the Terms of Service).

Before installation, and the federal cancellation rule. Sunrun's 2025 Form 10-K says: 'per the terms of our Customer Agreements, a customer maintains the ability to cancel before commencement of installation, subject to certain conditions.' The conditions are in the agreement you signed; this page did not review a Sunrun lease or PPA, so it does not state them. Separately, on changing the product type, Sunrun's FAQ says you can still change before installation and that after installation 'your agreement type is fixed for the term'; the one exception it names is buying the equipment at the specific times set in your agreement. Separately, the Federal Trade Commission's Cooling-Off Rule page says it is unfair and deceptive for door-to-door sellers of goods or services above $25 not to give a disclosure of the buyer's right to cancel within three business days of the transaction. Whether that rule applies to a particular Sunrun contract depends on where and how it was signed; read the cancellation notice in your own paperwork.

Moving. Sunrun's FAQ says the most common option for subscription customers who sell their home is to transfer the agreement to the buyer. The steps it lists for a monthly lease or PPA are: submit a transfer request in Sunrun's transfer portal, Sunrun sends the Transfer of Sunrun Solar Service Agreement form, you and the new owner sign it, the new owner completes a soft credit application, and the transfer completes after escrow closes. Sunrun advises starting as soon as the home is under contract. Sunrun also states a '98% transfer success rate' and 'over 24,000 homes' a year; the footnote says the figure is based on completed transfers through September 30, 2021, so it is a company statement about an older period. Some BBB reviewers displayed on October 6, 2026 describe delays closing a permit or obtaining permission to operate around a sale or new installation; they are individual accounts.

End of the agreement and billing questions. Sunrun's FAQ says that at the end of a lease you can buy the system at fair market value, renew annually, or have Sunrun remove it, with no automatic default and no penalty for any choice. It says monthly payments rise each year by the escalator written in your agreement (a prepaid plan has none), and that a utility 'true-up' bill can run higher than expected because of increased usage, seasonal balance or utility connection fees. Your utility bills you separately for electricity your system did not cover. On timing, the FAQ says: 'Your first Sunrun bill arrives about 30 days after your system activation date, also called your Permission to Operate or PTO date,' and that timing varies by agreement type (a prepaid agreement is due on the day of installation). On roofing, it says: 'If you already have solar and need a roof replacement, you pay Sunrun to temporarily remove the panels and reinstall them once the roofing work is finished,' with cost depending on system size and roof complexity; the FAQ did not state a price range when opened on October 6, 2026.

If Sunrun does not resolve a problem. Regulators that have published solar-complaint routes include the Connecticut Attorney General and Department of Consumer Protection (ct.gov/agcomplaints, named in the 2024 press release), the Massachusetts Attorney General's Consumer Advocacy & Response Division (its solar FAQ explains complaint topics), the Arizona Attorney General ([email protected] appears in the consent agreement), the California Contractors State License Board (BBB lists 800-321-2752 under Other Resources), and the FTC (reportfraud.ftc.gov). The CFPB describes solar leases and PPAs separately from solar loans in its 2024 Issue Spotlight; a complaint about a loan used to buy solar goes to the lender and the CFPB. Complaints can also be filed with BBB. If you live in Arizona, the Arizona Attorney General's Sunrun page (azag.gov/consumer/sunrun, opened October 6, 2026) says: 'Eligible consumers must file a complaint with Sunrun via email delivered to [email protected],' and that the settlement provides eligible consumers 'options to obtain restitution, repairs, and/or service contract modification from Sunrun.' The same page says a complaint 'not about the settlement, but rather [involving] a new issue with Sunrun Inc. or Vivint Solar' goes by fax or email to [email protected] with the complaint number. The consent agreement below requires Sunrun and Vivint Solar to track Arizona complaints by number and to answer in writing. On the CFPB route for solar loans, the CFPB's consumer advisory says to submit a complaint at consumerfinance.gov/complaint or (855) 411-CFPB (2372), selecting 'Payday loan, title loan, personal loan or advance loan' and then 'Installment loan'; that route is for financial products such as loans, not for every lease or PPA dispute.

Sunrun regulator actions: Arizona consent agreement, California district attorneys (Vivint Solar), Connecticut lawsuit, Texas demands

These are documents from the agencies themselves. They are allegations unless the document says otherwise, and each states what the company did or did not admit.

Arizona Attorney General, Stipulated Consent Agreement (filed May 22, 2025). The State of Arizona sued Sunrun Inc. and Vivint Solar, Inc. in Maricopa County Superior Court (CV2025-017541) under the Arizona Consumer Fraud Act. The agreement says the defendants 'deny the allegations' and consented 'in order to compromise and settle disputed claims in connection with an investigation under the ACFA, and not out of any admission or acknowledgment ... of any guilt, wrongdoing, violation, or sanction.' Terms include $600,000 in civil penalties, $50,000 in attorney's fees and costs, and $600,000 in consumer restitution. For two years after the effective date Arizona consumers' complaints are 'Eligible Complaints': the companies must try to resolve them and, if not resolved within 180 days of receipt, offer at least restitution under the contract, a cash payment or credit, mediation or arbitration where the contract provides it; any shortfall against the $600,000 is paid to the State. The injunctive terms cover installation timing and written delay notices, licensed contractors, assigning a unique complaint number, staffing to answer written complaints within two business days, status updates, customer-service training, maintenance and roof-repair handling, and the State's right to audit records for five years.

California district attorneys v. Vivint Solar (announced February 19, 2026). The district attorneys of Riverside, San Francisco, San Diego, Alameda and Fresno counties announced a $4.3 million settlement with Vivint Solar, Inc., Vivint Solar Holdings, Inc. and Vivint Solar Developer, LLC in Riverside County Superior Court case CVRI2506720. The complaint alleged misrepresentations in selling Vivint Solar power purchase agreements entered between August 3, 2016 and October 8, 2020 about its relationship with local utilities, projected savings and costs, and consumers' ability to cancel. The stipulated judgment was entered 'without an admission of liability'; Vivint Solar agreed to pay $1.3 million in civil penalties and investigative costs and to fund $3 million for restitution, and is barred from obtaining a credit report or creating solar accounts without written consent, failing to provide written contract translations in the language of negotiation, and enforcing liquidated damages clauses that do not comply with California Civil Code section 1671. Both district attorneys' releases say Vivint Solar became a wholly owned subsidiary of Sunrun on October 8, 2020 and that 'Sunrun is not a party to this law enforcement action.' Sunrun's home page carries a notice to former Vivint Solar customers in California saying they may submit a restitution claim 'on a first come, first served basis before March 6, 2030.'

Connecticut Attorney General v. Sunrun (filed 2024, pending). Connecticut sued Sunrun Inc., Sunrun Installation Services Inc., two sales and installation contractors and two salespeople under the Connecticut Unfair Trade Practices Act and Home Improvement Act. The state alleges, among other things, forged signatures and impersonation of consumers on confirmation calls, panels installed without permits, contracts not provided to consumers and undisclosed annual increases. Sunrun's response, as displayed by BBB, says the sales representatives and installation crews 'were not Sunrun employees,' that their access to Sunrun platforms was revoked and no new accounts were accepted from them since November 2023, and that Sunrun is 'committed to working with the CT Attorney General's office to fully resolve any remaining issues with the customers involved.' See the litigation section for the case entry.

Texas Attorney General civil investigative demands (April 3, 2026). The Texas Attorney General's press release says his office 'has issued Civil Investigative Demands' to companies including Freedom Forever, SunRun, Lone Star Solar Services and CAM Solar, that 'over 100 complaints' were filed with his office against these companies collectively, and that the companies are being investigated for possible violations of the Deceptive Trade Practices-Consumer Protection Act, including misrepresentations about bill savings and system performance. A civil investigative demand is a request for documents, not a finding; no Texas lawsuit against Sunrun was identified in the sources checked on October 6, 2026.

Sunrun background: who Sunrun Inc. is, its Vivint Solar subsidiary and how it sells

Sunrun Inc. is a Delaware corporation headquartered at 600 California Street, Suite 1800, San Francisco, whose common stock trades on the Nasdaq Global Select Market as RUN. Its 2025 Form 10-K says the company was founded in 2007 and, as of December 31, 2025, reported 1,165,686 customers, 8,404 megawatts of networked solar capacity and about 9,059 full-time employees. The Q2 2026 10-Q (filed August 5, 2026) reports 1,205,613 customers and 8,732 megawatts as of June 30, 2026. The 10-K says customers reach Sunrun through a direct-to-consumer channel, energy system partnerships and strategic partnerships, and that Sunrun works with partners; its risk factors say it cannot guarantee third parties follow its standards.

Sunrun says its core offering is the Customer Agreement: it installs a system on the customer's home, owns and maintains it, and sells the power or leases the equipment over a typical 20- or 25-year initial term; customers can also buy a system outright or prepay. Sunrun completed its acquisition of Vivint Solar on October 8, 2020; Vivint Solar, Inc. remains a subsidiary, so older Vivint Solar contracts are Sunrun-group contracts on different forms (a Sunrun spokesman told GBH News that Sunrun 'stands firmly behind our earlier contracts'). The Arizona consent agreement also lists Sunrun South, LLC, Sunrun Installation Services, Inc., Vivint Solar Developer LLC, Vivint Solar Operations LLC and Vivint Solar Holdings Inc. as Sunrun or Vivint Solar related entities.

Sunrun publishes a State Contractor License page listing license numbers by state, including California 750184 and 969975, Arizona ROC 294836 (plus two others), Connecticut HIC.0642655 and Massachusetts HIC 178937. This page lists the numbers as Sunrun publishes them; the license status was not checked in the state databases. California's Contractors State License Board is the place to check a license and a licensee's complaint disclosure.

The Sunrun.com Terms of Service (last updated January 21, 2026) govern use of the website, the mySunrun app and online tools. Section 24 says: 'YOU AND SUNRUN AGREE TO RESOLVE ANY CONTROVERSY OR CLAIM ARISING OUT OF OR RELATING TO THE SERVICE OR THESE TERMS BY BINDING, BILATERAL ARBITRATION IN ACCORDANCE WITH THE COMMERCIAL ARBITRATION RULES OF THE AMERICAN ARBITRATION ASSOCIATION,' and 'CLASS ARBITRATIONS AND CLASS ACTIONS ARE NOT PERMITTED'; arbitration 'will be conducted in San Francisco County, California.' The section also says nothing in the Terms precludes bringing issues to the attention of federal, state, or local agencies. These are the website and app terms, not necessarily the terms of a customer's lease or PPA. Sunrun's Privacy Policy was last updated January 14, 2026.

Sunrun complaint record: this site's posts, BBB, Trustpilot and press reports

This site's posts. Three approved posts in this site's archive mention Sunrun, all from 2012. Two name Sunrun itself as the subject (October 3, 2012 and December 16, 2012) and one names AcroEnergy and Sunrun together (March 2, 2012); that one is linked to Sunrun as a non-primary mention. They are individual accounts and allegations: one poster describes long hold times, a system that produced less than the guaranteed output and a small fire after installation by Sunrun's installer partner; another describes a system that covered about half of the poster's electricity use and a utility true-up bill; the third describes a promised bonus and panel orientation. No theme counts are given for so few posts.

BBB. As displayed on October 6, 2026, the BBB profile for Sunrun, Inc. (San Francisco; includes headquarters and corporate-owned locations) shows an A+ rating, BBB Accredited status, 4,045 total complaints in the last 3 years and 1,348 complaints closed in the last 12 months, and customer reviews of 2.94 out of 5 stars from 1,441 reviews. BBB's page data (raw JSON) lists accreditation on May 8, 2009, file opened April 24, 2009, business start June 1, 2007 and incorporation June 20, 2008, and the alternate name Vivint Solar. BBB also lists a pending government action: the Connecticut case summarized above. BBB says complaint counts should be read against the size and volume of transactions of the business.

Trustpilot. As displayed on October 6, 2026, Trustpilot shows 861 reviews and a score of 4.3 for sunrun.com. The page shows a claimed profile (July 2021), a paid Trustpilot subscription, and that the company invites customers to review whether positive or negative. Trustpilot says it does not fact-check reviews. The BBB and Trustpilot figures are different samples and are not added or averaged here.

CFPB complaint database. A company-name lookup for 'SUNRUN' and for 'VIVINT SOLAR' in the CFPB consumer complaint database's company suggestion tool returned no matching company on October 6, 2026. That says nothing about complaints filed with other agencies; the CFPB accepts complaints about financial products such as solar loans.

News and state data. A GBH News investigation published April 28, 2025 reported, from court data it obtained, that Sunrun had filed more than 420 lawsuits against customers in Massachusetts courts since 2023 and that at least two dozen homeowners had sued Sunrun; it reported about 170 consumer complaints about Sunrun filed since 2023 with the Massachusetts Attorney General's Consumer Advocacy & Response Division, more than any other solar company in the state in that period, per state records it reviewed. Customers quoted said they were misled about savings or tax credits. Sunrun told GBH it uses collection 'sparingly,' that 'serious claims' are rare among its Massachusetts customers, and that it acts swiftly on serious matters; in two cases GBH named, Sunrun said it would dismiss its suit and waive past-due fees after GBH asked about them. These are the reporters' findings and the parties' statements, not court findings.

Sunrun litigation record: Connecticut Attorney General suit and TCPA class action

Connecticut v. Sunrun (Hartford Superior Court). The complaint is dated July 1, 2024 with a return date of July 30, 2024. The Attorney General's July 19, 2024 release says the suit seeks restitution, disgorgement, civil penalties and an injunction. BBB shows the case as pending. The March 17, 2026 Connecticut release says the Attorney General 'has also sued' Sunrun and its co-defendants; no settlement, judgment or dismissal was identified in the sources checked on October 6, 2026.

Banks v. Sunrun Inc. (N.D. Cal., No. 4:24-cv-07877-JST). A putative class action filed November 11, 2024 under the Telephone Consumer Protection Act alleging telemarketing calls to numbers on the National Do Not Call Registry. Sunrun's motion to strike the class allegations was denied on May 5, 2025. The docket as displayed on October 6, 2026 shows Sunrun's motion for summary judgment filed September 29, 2026 with a hearing set for January 7, 2027; no class has been certified on the docket entries read, and no ruling on the merits was identified. Sunrun's website form says that by submitting it the visitor authorizes Sunrun to call and text.

Other litigation. An individual complaint captioned Lara v. Sunrun, Inc. and Nathan Ashe, in Suffolk Superior Court in Massachusetts and posted by the National Consumer Law Center in December 2024, alleges unlawful marketing, installation and maintenance of solar panels at the plaintiff's home. Its outcome was not identified. Sunrun's 10-K and 10-Q say Sunrun is subject to legal proceedings 'in the ordinary course' and does not currently believe the outcome of any claim will have a material adverse effect individually or in the aggregate. Sunrun's own suits against customers for unpaid amounts, and customers' suits against Sunrun, are in state courts and are not individually listed here.

Is Sunrun Legitimate?

Sunrun Inc. is a publicly traded company that files annual and quarterly reports with the SEC (latest 10-K for 2025 filed February 26, 2026; latest 10-Q for the quarter ended June 30, 2026 filed August 5, 2026), reports more than 1.2 million customers as of June 30, 2026, is BBB Accredited with an A+ rating as BBB displays it, and publishes contractor license numbers for several states. It also has documented government and court activity concerning its sales practices: a May 2025 Arizona consent agreement with no admission, a pending Connecticut Attorney General lawsuit over sales by contractors Sunrun says were not its employees, an April 2026 Texas civil investigative demand, a February 2026 California district attorney settlement involving its subsidiary Vivint Solar (to which Sunrun was not a party), and a pending TCPA class action. This site offers no rating or verdict of its own. Check your own contract, the company's state license record and the agencies named above, and keep copies of every document and complaint number.

Court & Public Records

Related Complaints

Names this company in a role other than the primary subject — not necessarily current or complete.

• Named as an affiliate: Leased Solar Panels Mostly Facing East and West Raise Bills

Company Relationships

• Affiliated with: Vivint Solar, Inc.
• Affiliated with: Sunrun Installation Services Inc.

Frequently Asked Questions