Get Help with Sunrun Complaints

If you are struggling with Sunrun, you might wonder what legal options you have. Can you sue Sunrun? Can you cancel your contract? What else do you need to know?

Below are some of the top questions we receive about Sunrun and some answers that might help. 

Who is the CEO of Sunrun?

As of 2022, Mary Powell is the CEO of Sunrun. She took over in August 2021. 

Where is Sunrun headquarters?

Sunrun is located in San Francisco, California. 

Is Sunrun a legitimate company?

Yes, Sunrun is a legitimate company. In 2020, they were known as the largest residential solar installer. However, legitimate companies can still sometimes do things that cause harm or frustration to their customers. You can speak with an attorney about your legal options if you have an issue. 

Is Vivint Solar part of Sunrun?

Yes, Vivint Solar was acquired by Sunrun. At the start of the transition, they operated separately, but they are working on merging the two companies. 

Is Sunrun the most reliable solar company?

Sunrun was not one of the ten most reliable solar companies for 2022 according to Forbes. 

How do I contact Sunrun customer service?

The best contact method is phone or email. You can email at customercare@sunrun.com or give us a call at 1.855.4SUNRUN.

What laws apply to Sunrun?

Many laws apply to Sunrun, including Federal Trade Commission (FTC) regulations, safety standards, and consumer financial protection laws. State consumer protection laws apply as well. 

These laws are designed to protect you as the customer against unfair goods or services and unsafe business practices. 

Federal Trade Commission Regulations

The Federal Trade Commission interprets and enforces laws for your protection. These include laws that protect you against abusive sales tactics, physical harm, financial deception, and more. With Sunrun, the FTC handles claims of marketing practices to prevent false advertising and deceptive pricing. 

Safety Standards

The next group of laws that apply to Sunrun is safety standards. There are international and national level safety standards that have to do with the physical safety of any solar products or services they provide. The laws can come from the International Residential Code, International Fire Code, National Electric Code, and Interconnection Standards. 

Financial Protection Laws

If you signed a loan for your Sunrun solar, then the Truth in Lending Act regulates what information Sunrun has to give you about your financial transaction and how. 

What laws apply to Sunrun door-to-door sales?

There are many laws that apply to Sunrun’s door-to-door sales, overseen by the FTC and state regulators.

One of the most important is the “Cooling Off” rule which allows you to cancel an agreement you sign with Sunrun within three days. This is also overseen by Federal law (16 CFR 429) if sales are made in your home. 

If you sign an agreement in your home, it has to include the following information:

• A “Notice of Cancellation” with all the blanks filled in;
• The seller’s address;
• The terms of payment; and
• The correct date of sale.

If it is missing any of this information or you change your mind, you can cancel the contract. 

A lawyer can review your situation, look at the contract you signed with Sunrun, and possibly help you out of a contract within that cooling period or after. 

How do I file a complaint against Sunrun?

There are several ways you can potentially file a complaint against Sunrun:

1. You can file a complaint directly with Sunrun customer service. In customer service, you can typically find a complaint department that may or may not get a response from the company. This is usually a better option if you are an existing customer.
2. You can file a complaint with your State Licensing Board. State and local licensing agencies regulate license requirements for solar installers and can provide you with the necessary information about filing a complaint against a licensed business. If you report a company like Sunrun for breaking these rules, the licensing agency might follow up. 
3. You can file a complaint against Sunrun with the State Attorney General’s office. This is another legal, formal complaint against the company. Again, every state is different, so you may or may not get any type of follow-up or resolution, but it makes your issue known.
4. Less formally, there are options like submitting a complaint against Sunrun on the BBB page for the company. This isn’t any type of legal complaint, and it doesn’t guarantee any follow-up, but it certainly makes your issue known.
5. You can also file a legal complaint against Sunrun in court. State law determines which type of court you have to use based on your situation. This is something an attorney can review with you.

An attorney can go over your situation and case with you to determine which complaint type is best. 

Why do people sue Sunrun?

People sue Sunrun for many reasons. Some common reasons for solar company lawsuits include breaches of contract, issues with products or services, or misleading sales practices. Sometimes people sue solar companies because of false promises about how much money can actually be saved with solar, confusing wording regarding energy tax credits, misleading sales tactics, or being tricked into an agreement.

If you have an issue with Sunrun, a lawyer can help review your legal options and whether you can sue them. 

How do I sue Sunrun?

If you have an issue with Sunrun, you might be able to sue Sunrun in court. There are several options, but an attorney is the best resource for determining which option is suitable for your situation. Attorneys can review your contract and provide legal advice.

1. One option you might be able to exercise is consumer arbitration. In fact, it’s important that you review your contract with an attorney because consumer arbitration might be the only option available to you. This is a legally binding way to sue Sunrun and get compensation. You go before a third-party arbitrator and share your side of the story, and after they confer with the company to get their side of the story, they come to a legally binding decision.
2. Another option you might be able to exercise is suing Sunrun in small claims court. Small claims courts have limits on what type of compensation you can get and how much you can ask for, depending on where you live. It’s a good idea to confer with an attorney who can help you figure out the limits in your state and whether this is a viable option for you, depending on what you want in compensation. For example, small claims courts can help you get a dollar amount but can’t help you get replacement parts for your solar system.
3. A third option you might be able to exercise is suing Sunrun in your state or federal court. The type of issue you have will determine which court you use. For example, if you have an issue with violation of federal laws governing solar companies, you would have to go to a federal court, but if your issue had to do with state-level safety laws or financial laws, you would go to a state-level court.

An attorney can help you determine which option is best given your issue, your contract, and what you want in compensation. 

Can a lawyer help me get compensation from Sunrun?

Winning any type of compensation through a settlement or lawsuit depends on your circumstances. A lawyer can go over your contract with Sunrun with you and help you determine whether you have grounds for a legal case and, if so, represent you through that lawsuit. 

Does Sunrun require arbitration?

From what we know, Sunrun sometimes uses arbitration. However, everyone should check their individual contract with Sunrun to be certain. Alternatively, you can consult a lawyer. There are several organizations that companies can hire to hear arbitration cases, and claims against Sunrun have been arbitrated with JAMS. This third-party service makes a legally binding decision, similar to a judge. 

Are there class action lawsuits against Sunrun?

Sunrun was involved in a class action lawsuit over violations of the Telephone Consumer Protection Act, which restricts cold call telemarketing. In this case, it was alleged that Sunrun continued to make robocalls in direct violation of those on the Do-Not-Call registry. Sunrun agreed to settle for $5.5 million. 

There may be other class action lawsuits against Sunrun. An example of the type of claim that might be made is a  lawsuit against Sunrun filed in 2013, that accused the company of  deceptive marketing practices.  

If you are eligible for a Sunrun class action lawsuit, the court will typically attempt to notify you through the mail with instructions on how to determine if you are eligible.

Can I cancel Sunrun?

Cancellation policies vary, and it can be difficult to cancel your contract. No matter what, Sunrun has to abide by the FTC’s three-day “cooling off” period for sales made door-to-door. Similarly, if Sunrun fails to live up to its obligations in the contract, you might be able to cancel. Under these circumstances, it can take a while for an attorney to get Sunrun to listen to your complaints, even if you are in the right. 

Below are some of the ways you might be able to cancel:

1. Your Sunrun contract has expired.
2. You are willing to pay a cancellation or buyout fee required by your Sunrun contract.  
3. You can prove Sunrun failed to meet its obligations. 
4. You can prove there was a guarantee in your Sunrun contract that was inaccurate. 
5. You can prove Sunrun failed to disclose something they needed to (like something in the loan agreement). 
6. There was a catastrophic event that prevented the Sunrun contract from being enforced.

An attorney can help you review your options to cancel Sunrun based on your Sunrun contract.

How do I get out of a Sunrun contract?

If Sunrun hasn’t broken its legal obligation to you, you can still find ways to get out of or break your Sunrun contract. 

1. If you are selling your home, and the new owner is willing, you might be able to transfer the ownership instead of breaking the contract.
2. Your contract with Sunrun might have a buyout option. Usually, buyout options don’t come into effect until you’ve had your contract for six years, but they give you an opportunity to pay a lump sum for whatever amount remains.
3. If you are lucky, there might be an option in your contract to purchase the system in its entirety at the current market value. If you exercise this option, then you can break your contract with Sunrun thereafter.
4. If you are currently going through bankruptcy proceedings, that could have implications for your Sunrun contract.

If you are in one of these situations, you can talk to an attorney about how you might get out of your contract. 

What happens if I don’t pay Sunrun?

Not paying Sunrun can lead to several potential outcomes, which can depend on what kind of financing you received. 

Secured Loans

A secure loan means you secure the money (or promise to pay) with collateral (which is then taken by the lender if you can’t pay the loan amount). If you use your home as collateral through a home equity loan or a home equity line of credit and you fail to pay, the lender can repossess your solar panels. If you continue not to pay, they can foreclose upon your house.

Unsecured Loans 

Unsecured loans don’t have any collateral, so there’s nothing that a lender can take. However, they can still follow up with legal action like sending your debt to a collection agency, reporting you to the credit reporting agencies for non-payment, and suing you directly for the remaining amount on your loan.

Will not paying Sunrun hurt my credit score?

Yes, not paying your Sunrun loan will likely hurt your credit score. 

Generally with solar loans every time you make a payment, it gets reported to credit agencies. But every time you make a late payment or you fail to pay at all, that gets reported as well. Failure to pay can eventually result in your loan being sent to a debt collector. Having debt in collections hurts your credit score even more.

If your loan with Sunrun is impacting your credit, you should know about your rights under laws including the Fair Credit Reporting Act and the Fair Debt Collection Practices Act.