Connecticut Sunrun Customers: If You Never Got a Copy of Your Contract, You May Be Able to Cancel It

If you lease Sunrun panels in Connecticut and you can’t find the contract you supposedly signed, you may have a way out. Under a settlement announced October 23, if you say you never got a copy and Sunrun can’t prove you did, you can cancel.

That’s a 25-year contract you can walk away from because of missing paperwork. It sounds generous. Read the state’s complaint and it looks more like the minimum.

In August 2023, a salesperson pitched a Windsor homeowner a 25-year Sunrun lease at $306.98 a month. She said no. Her father, pitched the same deal weeks later, also said no. A Sunrun contract with her e-signature showed up anyway, with her first and last names reversed.

Then came the confirmation call, the step where the customer gets on the phone with Sunrun to confirm the terms. The customer is a woman. The voice on Sunrun’s recording, the state says, is “a deep male voice,” and it got her name backward too. Two months later, a 36-panel, 14.22-kilowatt system went on her roof. She saw the contract after it was installed.

In Stafford Springs, another customer agreed on a Zoom call to $314 a month. The salespeople didn’t explain the 2.9% yearly increase, which the state puts at $135,693 over 25 years. She found her e-signature on a contract she’d never seen. The town approved the permit six months after the panels went up. As of the complaint, they had never been switched on.

Here’s what an escalator does to that Windsor lease. At $306.98 rising 2.99% a year, the year-25 payment is about $623, and the 25-year total is about $134,000. That’s the bill for a lease the family turned down twice.

Sunrun paid $300,000 to the state and admits nothing. The money that matters is uncapped. Sunrun has to investigate every fraud claim and answer within 60 days. If the fraud holds up, it owes cash, credits, cancellation or removal. If you disagree with the result, Sunrun pays the arbitrator.

Do this now if you’re in Connecticut. Email CTSupport@sunrun.com. Include your name, service address, account number and the salesperson’s name or company if you have it. Say plainly whether you ever received a copy of the contract at signing. Ask for the recording of your confirmation call and the record of your e-signature. The complaint shows Sunrun records those calls. Keep everything in writing.

If Sunrun stalls past 60 days, file with the Attorney General at ct.gov/agcomplaints and with the Department of Consumer Protection. And don’t wait for the settlement notice. Sunrun only has to send it to customers tied to Elevate, its two salespeople and their associates, and fraud doesn’t always come with a familiar name.

Everyone else, shopping anywhere: a solar contract you can’t hold in your hand isn’t a deal. Get the full signed copy before anyone touches your roof. Then run the escalator through our solar calculator. Connecticut solar sales made at your door since October 1 also come with a three-business-day cancellation window, which we cover in our guide to the new Connecticut cancel rules. More in our solar hub.

The panels are on the roof either way. The question is whether the contract is real.

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