Review for Sunrun Inc.

02/15/2026
Donnie C East Meadow, NY

SunRun's Extended Non-Production With Inadequate Resolution

I am a New York customer and experienced extended system underperformance and non-production during 2025. From February through September 2025, my system recorded zero or near-zero production for multiple billing cycles. During this time, automatic monthly lease payments continued without suspension. I did not receive proactive notification that the system was not producing. A technician visited on September 29, 2025 and indicated the system had been malfunctioning for most of the year. Production resumed after that service visit. After multiple written requests to customer care to open a case and review the issue, a credit was eventually applied. However, the resolution did not fully address the impact of the prolonged outage for the following reasons: • Billing continued during documented months of non-production. • The credit calculation was not clearly explained. • It did not appear to fully reconcile all zero-production months. • It did not address increased utility charges incurred during the outage. • There was a significant delay between internal awareness of system failure and repair. Sunrun promotes system monitoring and a performance guarantee. In my experience, monitoring did not result in timely notification, billing was not paused during non-performance, and resolution required repeated follow-up on my part. Consumers should carefully review how monitoring, billing, and performance guarantee provisions function in practice during extended outages.