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Sunrun performance guarantee refund not received: what the contract language says

Sunrun's BrightBuy with Protection Plus agreement says the production guarantee refund is issued automatically each in-service anniversary when output falls short. That was confirmed for that agreement type only.

Last reviewed: . Facts on this page rest on GuaranteeCheck research checked on September 23, 2026.

The short answer

If your Sunrun agreement is the BrightBuy with Protection Plus type, the contract language says Sunrun mails a production guarantee refund automatically on each in-service anniversary when your system produced less than guaranteed. So a missing refund is not a claim you originate; it is a step Sunrun's own agreement says it should already have taken.

What was confirmed, and what was not

The automatic-refund language was confirmed from a public New York Department of Public Service filing of actual customer contracts, for the BrightBuy with Protection Plus agreement type only. Other Sunrun agreements, such as the BrightSave lease and the Total Solar PPA, may contain similar language, but we could not confirm it. The source document for those was unreadable. Read your own agreement to see what it says, and do not assume yours matches.

What homeowners report

Trustpilot and BBB reviews describe refund checks described as "in the mail" for over a month. Some customers report being told they qualified and then told they did not after they asked. This suggests the automatic process exists but does not reliably run on its own. These are reports, not findings about any single account.

Verify before use. The phone number below was confirmed in our research on September 23, 2026. Check Sunrun's own materials before relying on it.

What to do

  1. Check that a shortfall exists for the anniversary period in question.
  2. Call Sunrun at 855-478-6786 (verify before use). Our research found no email, portal or mailing address in public materials, and no stated response time.
  3. If your agreement is the BrightBuy with Protection Plus type, cite its automatic refund provision instead of framing this as a new claim. For other agreement types, read your contract's language first and describe what it says.
  4. Document the call: date, representative name if given, and what was said.
  5. If nothing happens after about 30 days, our research found a BBB complaint to be a working escalation for Sunrun, based on complaint volume on its San Francisco profile.

More on this servicer is on the Sunrun page.

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Not legal advice. Not affiliated with Sunnova, SunPower, PosiGen, SunStrong, Sunrun or Renewbrook. You send the letter yourself.