Complaints

This profile includes complaints for Sunrun, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sunrun, Inc.

  225 Bush St Ste 1400 San Francisco, CA 94104-4249

  
• 

  Sunrun Inc

  1550 Magnolia Ave Corona, CA 92879-2094

  
• 

  Sunrun Inc

  1225 Park Center Dr Vista, CA 92081-8353

  
• 

  Sunrun, Inc.

  227 NY-303 Congers, NY 10920

• 

  Sunrun, Inc.

  1551 Stimson Rd Ste 4 Stockton, CA 95206-3946

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had solar panels installed on our roof around 2017. The inverter broke down in 2018 leaving us without production for several months, eventually fixed in late 2018. The same part broke down again at the end of 2024, at which point we received notification through the Sunrun app that "The System Error is being monitored. We are aware that your system has recently underproduced and are working on getting it resolved. We will contact you if needed". We were never contacted on the status of the repair, until I called Sunrun in 3/24/2025 and they let me know they were aware of the system issue, but no repair ticket had been opened by the ***************** During the same call, they opened the ticket with a repair date for 5/192025, as the replacement was in back order. **************** representatives and other team members reassured during the process that we could request a refund for the missed production in accordance to the Performance Guarantee clause of our contract (we own the panels). After the inverter was replaced successfully I called on 5/23/25 to request such refund, but we did not hear back until I called again on 6/12, when we were told that our request was denied as it is excluded by our contract. The contract language says: "Sunrun will not issue you a refund for any Solar System underproduction resulting from any system failure or lost production caused by reasons other than (a) a Solar System defect, (b) shading due to the weather or (c) shading conditions that were present at your home at the commencement of installation."Since the inverter is part of the solar system I requested a review of the denial, since a solar system defect appears to be one of the reasons a refund is provided according to the contract language ("not refund.... other than"). The costumer service declined to follow up, and stated we are not entitled in a refund, not even for the 3 months in which Sunrun was aware of the defect, but did not initiate repair actions.

  

  Business Response

  Date: 06/13/2025

  A Solutions Expert will contact the customer within 1-2 business days.

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issue started about 6 mths ago with power outage. Due to the outage Solar panel have stop working. Called and schedule service with Sunrun to come out to fix and repair. However 6 attempt later no one to show or come out to service my solar panels. Been going on an on with **** Street at Sunrun case manager and he doesnt even know when the tech will show to work or not. This is ridiculous. I just want my solar panels service and not get stuck with a $500 electric bill. Please help me resolve this issue. I would not have to do this if they just delivered on their service. It is crazy that it has to get to this point. At this point i would need to get lawyers involved to get this fix. Please help thank you.

  

  Business Response

  Date: 06/12/2025

  A Solutions Expert will contact the customer within 1-2 business days.
  

• Initial Complaint

  Date:06/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2024 my panels were down for 4 months without them monitoring.. now I'm march they came and took the panels off and in return they shut off my other panels . They are saying they have no idea when the new panels will be in and they are still taking my money out and are not willing to refund or refund me the money I lost and the money I lost from them shutting down my other panels

  

  Business Response

  Date: 06/16/2025

  A Solutions Expert contacted the customer regarding their concerns

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had a Power Purchase Agreement with Sunrun since May 2021, when we purchased this house with an existing Sunrun solar system already installed. On January 8, 2025, I called Sunrun to report that the ** solar battery is not operating. Around January 23, a technician on behalf of Sunrun came to our house and determined that the battery was defective and would need to be replaced. A replacement battery would be shipped from ** and swapped with the defective one when available. I called Sunrun every month since then to inquire about the status of the replacement battery. I was always promised that a Sunrun warehouse manager would contact me, which never happened. On May 27, I received a text message from a Sunrun representative stating that there is a nationwide shortage. I then called ** to get more information about the shortage. I spoke with an ** representative and gave them my batteries serial number. They were able to confirm that my battery had been approved for a replacement, and there was no shortage of batteries. ** also stated that Sunrun had already received replacement batteries from ** and that there was no backlog. I then informed the Sunrun representative of my conversation with **. They replied with a screenshot of the ** website showing the specs of the battery. It did not indicate any information about a battery shortage or availability. I have not heard any information from the Sunrun representative to indicate when a battery will be available. I have been paying Sunrun every month for the use of a solar battery since before Jan 8, but have not received any benefit from the battery because of its non-operation and Sunruns inability to replace the defective one. If the ** battery is not available, Sunrun is obligated to replace the battery with like equipment, which could be a non-** solar battery. I did find a solar company in *********, ** that has 45 of the ** RESU 10h batteries of the same capacity as my battery, in stock.

  

  Business Response

  Date: 06/12/2025

  A Solutions Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23455962
  
  I am rejecting this response because:
  

  A Sunrun Escalation Case Manager with Sunrun's Customer Experience Solutions team called me on June 13, 2025 and spoke with me for 34 minutes. During our conversation, they were not able to provide me with any time frame for the battery to be replaced. They were also not able to quantify any compensation for loss of use of the battery. They were not able to determine how many batteries of the same type have been received from **, the manufacturer of the battery or when the last battery was received. This information could allow them to estimate the time to replacement. I'm not asking for the exact date, just any time frame. It is also unrealistic for them not to be able to quantify how the use of their battery affects our monthly payment to Sunrun. It seems like Sunrun has no idea how to track their parts inventory or price its system, while I continue to pay for services not rendered.

  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/26/2025

  Tell us why here...A Solutions Expert contacted the customer regarding their concerns.

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23455962
  
  I am rejecting this response because:
  

  Sunrun's response does not make any sense. They have partially addressed my complaint as they have scheduled a battery replacement for July 3. Since the battery has not yet been replaced, the issue is still open. They also have not addressed the issue of compensation for the loss of use of the battery to supply energy after the sun has set.

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reported a loose solar panel on 12/5/24. It took over a month for someone to come out and they walked around on the panels in the dark and repaired nothing. From that day forward, the system has produced zero solar power. I call or email them weekly, and admittedly, used 'angry' language on some emails. We are now in the seventh month since I reported the problem and there has been no resolution. They are still deducting $132.81 per month for service that in non-functional and now I am also back to paying ComEd apprx $170 per month because they are again supplying all of our electricity.

  

  Business Response

  Date: 06/12/2025

  We are confirming receipt of this complaint, and have reached out and left a voicemail and sent a follow up email. We will continue to reach out. 

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23455956
  
  I am rejecting this response because:  I have called back twice, yesterday and today with no answer - I left voice mails with my number.  I also responded to their email yesterday an have heard nothing back.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 06/20/2025

  We have connected with Ms. ******* and reviewed her complaint, and are working to correct the issues she has referred to regarding the installation, but she does not qualify for termination of the agreement. We will keep working with her to address her concerns. 

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23455956
  
  I am rejecting this response because: SunRun has had seven months to correct the situation and they have done nothing.  I am still paying their monthly fee of $132.81 every month for zero service and paying ComEd between $100 & $250 for electricity because the solar panels are completely non-functional.  Only with contact from BBB and threats of legal action,, was I finally contacted by someone in a higher position, even though I have been demanding one since January or February.  There is still no resolution, because they don't even carry the clips used on the initial installation. No one can find the inverter box needed and my roof still leaks like a sieve.  I am tired of fighting with these people.  They have had since December 5th, 2024 to make the needed repairs and we are now worse off than when I initially reported the loose panel.  I cannot keep dealing with this aggravation.  I work full time, I have a husband with cancer, a mother with cancer and I care for my bosses personal business as well.   I just need SunRun to remove their equipment, void my contract and get out of my life.   Their response of "we would like to escalate this situation" is nonsense.  I have numerous emails, starting in December 2024, stating that this case was being escalated,...and look where we are.   Please help me end this!  Thank you.

  
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have failed to maintain the system, for years it has been a fight and now the system is shut down. The city came and shut down their system due to it almost burnt my house down. Now the system is compromised and unsafe for operations.

  

  Business Response

  Date: 06/12/2025

  A Solution Expert will contact the customer within 1-2 Business Days.

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23454359
  
  I am rejecting this response because: This issue has been going on for more than 5 years. I have made several complaints about this issue. My house could have burnt down and I no longer feel safe with this solar on my roof. They were just out 3/25 and did a full inspection on their system and stated everything was working properly. 2 months later my house almost burnt down. Their monitoring system is flawed as the system went down on 5/24 and they weren't made aware until 6/2 yet no one contacted me of the situation. On June 10th APS had to step in and disconnect their system as it was melting the main disconnect breaker. They have sent an email, but I am wanting more urgent and professional response as now I am unsure if my system is safe. I have children and I need to ensure their safety and Sunrun has failed to do that.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 06/16/2025

  We've contacted the customer. She reported that her system experienced failure (not damage), resulting in the city shutting it down. We have an open case to address this and are awaiting her to schedule the necessary appointment.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 12, 2024 I entered into an agreement with Sunrun to install services for a solar system to my home. before signing the agreement and proceeding with installation, I informed my Sunrun sales representative that I was aware my roof was aging and likely in need of replacement soon. I raised this as a potential concern for system installation. In response, the sales representative assured me that my roof was in acceptable condition for installation and further implied that should the roof required replacement in the future, Sunrun would remove and reinstall the system as a complimentary courtesy. Relying on this assurance, I proceeded with installation. However, I have now been advised by a licensed roofer that my roof must be replaced due to underlying conditions that likely existed prior to the installation ; conditions that should have been identified and flagged during Sunrun's inspection process. Given that (1) I disclosed concerns in advance, (2) their representative's assurance influenced my decision to proceed and (3) their team's inspection either missed or failed to communicate the roofs condition that they should remove and reinstall the panels/system at no cost to me and confirm that this process will not affect my system warranties or production guarantees. The cost quoted to me for removal and reinstall was $3K. Had that been communicated to me, I wouldn't have given them permission to install until after the new roof was completed.

  

  Business Response

  Date: 06/27/2025

  A Solutions Expert contacted the customer regarding their concerns. 

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/13/25, a significant leak broke through my ceiling, directly beneath the area where SunRun installed solar panels. Within approximately one week of filling the warranty claim, SunRun dispatched two individuals to assess the issue. They confirmed the leak originated beneath their panel installation and subsequently sent technicians to remove the panels and perform the necessary repairs. Following the repair, a 15-minute water test was conducted with no signs of continued leakage. Since then, multiple heavy rainstorms have occurred with no further water intrusion.However, it has now been over 16 weeks of ongoing challenges with SunRuns claims and management team regarding the repair of the resulting interior damages. The contractors SunRun engaged to provide bids have taken a minimalistic approach, seemingly attempting to underbid one another. Many have proven unreliablemissing scheduled appointments or declining to visit the property, instead requesting photos remotely.Despite my repeated efforts, including numerous emails, submitted photographs, and moisture readings I conducted personally, SunRun has only recently acknowledged the full scope of the necessary repairs. Unfortunately, they continue to refuse a fair settlement that would adequately cover the cost of restoring my home.Given the difficulties experienced thus far, I am hesitant to entrust the repairs to SunRuns subcontractors. The volume of water absorbed by the gypsum board, insulation, and ceiling joists, combined with the ongoing heat, presents a high likelihood of mold growth. I have serious concerns about whether SunRuns contractors will take proper precautions to contain any mold-contaminated debris or restore the finishes in my home to their original condition.Additionally, communication from SunRuns management team has been consistently delayed, with response times averaging two to three weeks per email, further compounding the frustration of this process.

  

  Business Response

  Date: 06/12/2025

  A Solutions Expert contacted the customer regarding their concerns. 

  Customer Answer

  Date: 06/17/2025

   
  
  Complaint: 23452232
  
  
  
  I am rejecting this response because: The settlement offer provided by SunRun does not adequately address the full scope of necessary repairs. SunRun is only proposing to cover drywall repairs at the exact point where the leak became visibly apparent. However, given that my home has vaulted ceilings, it is clear that the water would have traveled along the length of the ceiling and down the walls, saturating all affected drywall and insulation along its path prior to breaching the surface. Therefore, the proposed coverage falls significantly short of what is required to properly restore the damaged areas. 
  
  
  
  Sincerely,
  
  
  
  Daniel Arteaga

  

  Business Response

  Date: 06/18/2025

  The Solutions Expert provided an update to the customer regarding their concern on 6/18/2025.

  Customer Answer

  Date: 06/23/2025

   
  
  Complaint: 23452232
  
  
  
  I am rejecting this response because SunRun has not provided an adequate update. The only communication I've received is that the matter is "under review" with an average turnaround time of 3–5 business days. I submitted the additional documentation on 6/13 and 6/16, which means the review period has now exceeded the stated timeline without a follow-up or resolution.
  
  
  
  Sincerely,
  
  
  
  Daniel Arteaga

  

  Business Response

  Date: 06/25/2025

  The Solutions Expert provided an update to the customer regarding their concern on June 25, 2025. 

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is about Sunrun contract and Sunrun warranties active monitoring and the excuses they have given me since last year since May 2024 I had a huge span of 18 days of no communication and was to blame because I myself have to continuously monitor my solar daily shouldn’t the app itself notify you of any discrepancies but it doesn’t and tell me it’s my fault since those 18 days I been having a flutter of inconsistent readings I contacted Sunrun about the issue and they tell me as stated in the photo emails due to the weather and other obstructions and the my system is perfectly healthy and have given me the reason it can also be a data communication but surely my system is performing healthy but my **** bill is saying otherwise I finally got through and agreed to pay $270 as per the email attached then responded that I took too long and that the price is now $584 a month after agreeing still agreed and nothing now the issue is getting worse with my solar my production is reduced I agreed to an appointment then get the excuse that they maintenance team has training and need another day to schedule I still agreed and still have not been contacted and because my solar is not producing to its terms on the contract I am now lying to my **** bill like I did last year I was only given a $25 gift card for my troubles and was told again next time monitor your solar daily and let us know and since then I contact them everytime I have a shortage or random drop in production but only get the same response that my system is perfectly healthy and running the same as others in the area my parents and siblings have Sunrun also and also through Sunrun with ****** the have active monitoring but I don’t they have consistent production all year long no drops in production or low spikes
  
  All I want is for my system to be producing as per contract and warrantied and be monitored to prevent the on going issues I don’t mind paying the $584 I want my system fixed as how Sunrun advertised

  

  Business Response

  Date: 06/12/2025

  Customer has been contacted. Repairs have been scheduled, customer is aware that I am his point of contact until all issues are resolved.

  Customer Answer

  Date: 06/13/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Benito M******

• Initial Complaint

  Date:06/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sunrun was hired to install solar panels on my home a little over 2 years ago. Their 'experts' recommended a certain number of panels to be used to offset most or all of my electrical costs. It is clear to me that their estimate was incredibly inaccurate and the system that I am paying for is generating too much electricity. Commonwealth ****** just keeps the extra energy I am paying too much to generate. In May of 2025 alone my too large and too expensive of a system generated ***** kWh of power and my home only used 283 kWh. This is over 400% more energy than I need. Granted, some of the winter months have a shortfall due to less sunny days - but, overall I have too much electricity being generated. Since Sunrun charges by the panel it was in their best interest to overestimate how many solar panels should be placed on my roof. This increased their leasing fees. This was probably an honest error , but they should remove 40% of the panels or cut my monthly fee by 40%. I have talked to company representatives constantly. They take a week or more to return calls. They regularly apologize and continue to drag this out. They have been very unresponsive. Attached is a report that they made that shows that I have too many panels. Its their data and they still don't repond. Additionally about a year and a half ago they offered to cut my bill in half but because I missed the 'signing deadline;' they withdrew tyhei offer. That offer indicates that they have known all along that they made a horrible error that benefits their company. PLEASE NOTE THAT I CHOSE THE BEST AVAILABLE OPTION - BUT I WANT MY FUTURE CHARGES REDUCED BY 40% AND A RETROACTIVE REFUND. Please help.

  

  Business Response

  Date: 06/12/2025

  A Solutions Expert will contact the customer within 1-2 business days.

  Customer Answer

  Date: 06/17/2025

   
  
  Complaint: 23450510
  
  
  
  I am rejecting this response because:  Sunrun has only reassigned this complaint to a new case
  worker.  No resolution or proposal has
  been provided.  I have a call scheduled
  with this new person at 3:30pm on June 17th.  I am waiting for a resolution.  I will let you know what they offer.  Thanks, Rick Pokorny 
  
  
  
  Sincerely,
  
  
  
  Frederick Pokorny

  

  Business Response

  Date: 06/18/2025

  After reviewing the case, Sunrun confirms the system was designed based on the customer’s historical electricity usage provided at the time of contracting.
  Following activation, Sunrun identified a notable decrease in the household’s energy consumption, which accounts for the current production levels exceeding usage.
  A courtesy offer was extended in 2023 to assist with the customer’s concerns and remained open for three months, during which Sunrun followed up multiple times. As the offer expired without acceptance and no system fault was found, Sunrun considers this matter resolved.

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: 23450510
  
  
  
  I am rejecting this response because:

  I do not accept the response from Sunrun.  Sunrun claims that when the system was designed, “We used
  your utility-provided data showing annual household electricity usage of 13,373
  kWh. Based on this, the system was sized to generate approximately 11,013 kWh
  in its first year, about 83% of your historic usage, as outlined in your signed
  agreement”.
  
  This
  was a deeply flawed methodology used by Sunrun to calculate our annual
  household usage.  Their team failed to
  ask or factor into their calculations how long we expected to continue to have
  4 adults living in our home.  At the time
  of their analysis our adult daughters lived with us.  The question that should be obvious to an
  experienced corporation’s team that has years of experience in this area would
  be to ask how this might change in the near future.  This would be especially critical when
  selling us a program that we would be committing to for the next 20 years.
  Their
  data was flawed.  We trusted them as
  experts in their field and they failed. 
  We should have some type of modification to our agreement that reduces
  our monthly payments.
  
  
  
  
  
  Sincerely,
  
  
  
  Frederick Pokorny

  Customer Answer

  Date: 06/26/2025

  Hi Shyan

  I believe the 2 facts below need to be added to the complaint about Sunrun.  Also, perhaps ythe most damning evidence of overcharging us due to putting too many panels on our house and therefore increasing our monthly lease payments is:

  
  

  In July of 2023 Sunrun reached out to us WITHOUT us even asking for ANYTHING and volunteered to lower our monthly lease fee from $91.58 to $45 per month.  What company in their right minds VOLUNTEER to slash their fees by over 50%?  Clearly, they know their charges are out of line and we simply request to have our monthly fee lowered. 

  
  

  The points below help highlight the issues we've been having.  

  
  

  Thanks, Rick Pokorny

  
  

  Hi Breanna, Tyler and Jacob and the rest of the Sunrun Team

  
  

  Thank you for your note below.  While you make some good points, I think you also have to consider two other items. 

  1. Sunrun's salesperson, David Moenter (of Arlington Heights, IL) neglected to correct our belief that Commonwealth Edison would purchase any excess electricity generated from our system. I told my wife this twice while he sat at our kitchen table and he failed to correct us on that.  Hopefully, this was due to his competence and not because he wanted to close the sale.

  2. More importantly the analysis that you team did was flawed.  We relied on their expertise to calculate the number of panels needed.  However, they failed to ask an incredible pertinent question.  We should have been asked "how many people lived here and what are their ages"  

  
  

  Our adult daughters lived with us at that time (they had finished college and were getting their careers started.).  The obvious question that was not asked or factored into your calculations would have steered that calculations that 4 people would not be living here for 20 years.  It is just my wife and I and just asking this obvious question would have resulted in less panels being recommended.

  
  

  We appreciate your team's work on this and although our first request for compensation may have been a little to much - we would be willing to accept a lesser amount.  Please reconsider this.  

  Thanks, Rick Pokorny