The Sunrun Guarantee: Total Peace of Mind
Sunrun has got your back
Go solar with confidence
24/7 system monitoring*
Free maintenance and repairs*
Solar performance and battery health guarantee*
*Available with Sunrun Subscription or Protection Plus plans. In Illinois, coverage varies depending on the initial term of your customer agreement and the battery manufacturer warranty. See your customer agreement for full terms.
Take control of your energy
The Sunrun promise
Dedicated customer support is always ready
Contact our customer service team anytime by phone or email. We’ll respond swiftly and fix the issue remotely or schedule a service visit. We're here to ensure your system runs smoothly.
Clear and transparent communication
Our representatives are honest and transparent, ensuring you have all the information you need to make informed decisions. If you’re ever not satisfied with your experience, we’ll assign you a new representative.
Experts at your doorstep
Our service team, based locally, is ready to act fast. If an issue can't be resolved on the spot, we'll quickly find the right solution to keep your system running optimally.
Your warranty questions, answered
Frequently asked questions
What if something breaks?
With the Sunrun Plan, you’ll never pay a dime if your system stops working. Zero. We cover your system’s maintenance, plus we take care of scheduling and more. We carefully choose our equipment with durability in mind. If anything on your system breaks or isn't working as it should, we take care of it. Sunrun is always available and ready to answer your questions, and we have crews locally so that any problem you may have with your system can be resolved in a timely manner.
How does Sunrun monitor my system?
The Sunrun Monitoring team is dedicated to making sure your solar equipment and battery storage work optimally so you can get the most value out of your solar production. Here’s how it works:
1 – We record production (in real-time)
We install a monitoring & communication device so both you and Sunrun can see your production through our customer app.
2 – We collect your production data (every six hours)
Four times a day, your Sunrun Meter sends your production data to our Denver, CO based Monitoring Team, where all production data is collected, stored and analyzed.
3 – We evaluate your production (every day)
We compare your production to the estimates included in your contract to confirm that your system is working as expected. We also check the weather and other systems in your neighborhood to ensure your system is working as promised.
4 – We fix what needs fixing (if necessary)
If your system isn’t working as expected, we will dive deeper to identify the issue and rectify the situation. If we cannot fix your system with remote troubleshooting, we may need to send a technician to take a look at your system in person.
What happens if my solar panels stop working?
Our Monitoring Team is responsible for overseeing all Sunrun systems daily - monitoring each solar system's production so you don’t have to think twice. If something happens, or your system performance dips, we are alerted and contact you ASAP to get it fixed.
What if something happens to my roof during or after installation?
We have you covered. Your Sunrun contract includes a watertight warranty, which protects your roof from leaks or holes. Not all solar companies offer a comprehensive warranty like Sunrun!
How do I care for my solar panels?
Sunrun covers all system maintenance and guarantees that you will receive a certain amount of power from your system when you sign up for a lease or PPA. There are also few things you can do as a solar homeowner to make sure you are getting the most out of your solar system.
Trim back trees.
The more sun on your panels, the better. It's a good idea to keep nearby trees trimmed to allow the sunshine to reach your panels for as much of the day as possible.
Spray dusty panels.
Just a few rainy days a year is enough to clean your panels. If you live in a particularly dusty area, you may want to hose them off — just do it from the ground to be safe
Watch out for falling snow.
It's normal for snow to stick to your panels. Please resist the urge to clean them. The snow will eventually slide off. Try to avoid parking in the landing zone.
What if I need help?
As a Sunrun customer, you have a team of experts that are ready to help whenever questions come up.
Throughout the installation process, your installation Customer Experience professionals will be your main point of contact should you have any questions or concerns. Their contact information will be shared with you via email.
You will also have a dedicated specialist that will help you with the logistics around your installation day. They are local to your area and work directly with the install team and local building inspectors to manage the on-site work. You’ll receive their contact information when you schedule your installation. An Activation Customer Experience Professional will guide your project across the finish line.
Once your system is activated, the customer care team as well as the Lifetime engagement teams are your long-term support system. They are dedicated, knowledgeable, and caring, and are available to help you find a solution to any kind of problem.
If you ever have any issues or questions, reach out to the Customer Care team at 855-478-6786.