Sunrun: most-reported complaints
Automated analysis of 413 public Trustpilot reviews published 2026-08-01 to 2026-09-22. TrustScore 4.3 from 782 total reviews — see the Trustpilot page. Quick answer: is Sunrun legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 41% of the 34 complaints identified. Misleading pricing is the second most common issue, cited in 26% of complaints, followed by support being unreachable at 24%. Overcharging was also mentioned, representing 15% of the reported issues. A trend cannot be established yet due to not enough reviews.
How to reach Sunrun
These are the contact details Sunrun publishes on its Trustpilot profile, as of our last check on 2026-09-24 — it publishes no phone number there, address Market Street 595, San Francisco, 94105, US.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2021-07-15, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-17. We last checked this profile on 2026-09-24 and found 2 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.1★ on Google (651 reviews)
TrustScore over time
4.0 → 4.3 across 14 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-17 (100%, 4.0d) · 2026-08-21 (100%, 4.0d) · 2026-08-25 (99%, 4.0d) · 2026-08-28 (100%, 3.9d) · 2026-08-31 (100%, 3.9d) · 2026-09-03 (100%, 3.5d) · 2026-09-06 (100%, 3.5d) · 2026-09-09 (96%, 3.4d) · 2026-09-12 (100%, 3.2d) · 2026-09-15 (94%, 3.2d) · 2026-09-18 (100%, 3.0d) · 2026-09-21 (99%, 3.0d) · 2026-09-24 (98%, 3.0d).
Severity: 47% of this company’s 34 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.8 days between the experience and publishing their negative review (38 reviews record both dates).
What their policy promises
complaint process: phone
“To change language preference(s) from English to Spanish, please contact us at 713-207-7777 or 1-866-222-7100.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-17.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 35 negative reviews that received a public reply, the median wait was 0.8 days — the company profile reports an average of 3 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 35 company replies to negative reviews analysed, 60% engaged with the specific problem and 40% were generic templates.
55% of its 355 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 41% of this company’s complaints vs a 29% median across 111 ranked companies in its sector.
Review velocity: 484 of this company’s 782 Trustpilot reviews (62%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Sunrun?
Support unhelpful
14 reports · 41% of complaints“This is an attempt to collect a debt. You have an outstanding balance of $190.”
The company replied on 2026-09-02: “We appreciate you taking the time to share your experience with us. We sincerely regret that your recent interaction regarding your account balance was unsatisfactory and caused you offense. We…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“Sunrun is washing their hands of the solar panels and refusing to activate the system!”
The company replied on 2026-09-10: “We are truly sorry to hear about the frustrating experience you've had as a new homeowner. We understand your disappointment and the stress this situation has caused, especially regarding the…”
Our classifier read this reply as a template response.
“I just received a bill for $196 instead of the promised $130.”
The company replied on 2026-09-09: “We appreciate you taking the time to share your detailed feedback regarding your recent experience. We are truly concerned to learn about the discrepancies you've encountered with your billing and…”
Our classifier read this reply as a template response.
Misleading pricing
9 reports · 26% of complaints“I was told that solar would lower my energy cost by replacing my electric bill with the solar loan payment.”
The company replied on 2026-08-26: “Hi Erik. We're so sorry this has been your experience, and we want to do everything on our end to resolve your concerns quickly. I look forward to turning your situation around! I’ve assigned an…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I was told my electric bill would drop to $30–$35/month. Instead, I continue to receive significant utility bills”
The company replied on 2026-09-15: “We're really sorry this has been your experience, Tymur, and understand how frustrating it is to feel like the costs haven't matched your expectations. We've assigned an expert to review your case…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“I just received a bill for $196 instead of the promised $130.”
The company replied on 2026-09-09: “We appreciate you taking the time to share your detailed feedback regarding your recent experience. We are truly concerned to learn about the discrepancies you've encountered with your billing and…”
Our classifier read this reply as a template response.
Support unreachable
8 reports · 24% of complaints“unexpected $3,300 bill from PGE comes months later”
The company replied on 2026-09-24: “We appreciate you sharing your experience. We understand your frustration regarding the unexpected charge for the transformer upgrade, especially after being informed that associated costs would be…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“The callbacks do not happen. I call again, explain everything again, and get sent through the same cycle.”
The company replied on 2026-09-15: “Brittany, we're really sorry this has been such a frustrating process, especially with the sale of your home being impacted. We'd like to take a closer look and help get this in front of the right…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“My Sunrun solar system has been down since May — still not fixed. Over three months with no working system”
The company replied on 2026-08-15: “This sounds incredibly frustrating, James, and we're sorry to hear your system is taking longer to repair. Our team would be happy to take a closer look at what the hold up is and provide you with an…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Overcharging
5 reports · 15% of complaints“I was told that solar would lower my energy cost by replacing my electric bill with the solar loan payment.”
The company replied on 2026-08-26: “Hi Erik. We're so sorry this has been your experience, and we want to do everything on our end to resolve your concerns quickly. I look forward to turning your situation around! I’ve assigned an…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“unexpected $3,300 bill from PGE comes months later”
The company replied on 2026-09-24: “We appreciate you sharing your experience. We understand your frustration regarding the unexpected charge for the transformer upgrade, especially after being informed that associated costs would be…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“I was told my electric bill would drop to $30–$35/month. Instead, I continue to receive significant utility bills”
The company replied on 2026-09-15: “We're really sorry this has been your experience, Tymur, and understand how frustrating it is to feel like the costs haven't matched your expectations. We've assigned an expert to review your case…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Faulty product
5 reports · 15% of complaints“water damages inside my home because of the water leak from where the panels where installed.”
The company replied on 2026-09-17: “We are very concerned to hear about the water damage in your home and the issues stemming from the solar panel installation. We are committed to resolving this for you. Please send your address and a…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“he eventually persuaded me by lying about the numbers”
The company replied on 2026-09-08: “We truly appreciate you taking the time to share your detailed feedback regarding your experience with our services. We are concerned to learn about the issues you've encountered, from the sales…”
Our classifier read this reply as a substantive response.
“It appears that they really don't want to handle customer”
The company replied on 2026-08-07: “Thank you for bringing this to our attention, Sun. I can assure you that we would be happy to look into this for you in order to get it resolved. In order to best assist you, please send your address…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Other
4 reports · 12% of complaints“garbage company never own what they promise. all lie.”
The company replied on 2026-09-24: “We are truly sorry to hear that we did not meet your expectations. We are committed to improving our services.”
Our classifier read this reply as a template response.
“Only negative was not having installation completed properly on scheduled day”
The company replied on 2026-09-02: “We appreciate you sharing your feedback. We are pleased to hear about your satisfaction with the solar concept, savings, and our team's responsiveness. We sincerely regret the delay and inconvenience…”
Our classifier read this reply as a substantive response.
“we are being told that maybe the gift card codes, numbers went to our junk mail.”
The company replied on 2026-08-25: “We appreciate you taking the time to share your experience regarding the gift cards. We understand your frustration with the delay and the effort involved in tracking these down. It is certainly not…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Compare Sunrun with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.