Sunnova Energy Corporation
reviews and complaints

My mother passed away last October, and we have been trying to sell her house that has solar panels that were installed by Sunnova. After she passed away someone burned down the garage and storage shed on the property. A few days later vandals came in the middle of the night and ripped out the breaker box and stole wiring and other electrical components. They piled it up on the lawn and left some of it including the solar panel controls and components. I called them and warned them they might want to come and get their equipment before the thieves came back. They ignored me and the vandals came back and took all their equipment. Now it is several months later, and they still have not submitted any kind of claim that I can give my insurance company (State Farm) and the panels are not working so no energy is being generated. They are still billing me even though the panels are not working. They completely misled my mother who was in her 80s when they sold this mess to her and convinced her to finance this stuff for a very long time. I feel they are predators on the elderly and confused and misled her when they stuck her with this crazy contract. We really need help quickly because we are trying to sell this house, and no one is going to want it with solar panels that do not work.

Sincerely

Mariea Cmakal

[protected]

[protected]@prodigy.net

Arlington , Texas 76010

This is the absolute worst solar lease service anyone can have the unfortunate experience to deal with. I have been in Escrow and been trying to have the current owners lease contract transferred to my name so we can close and get funding for the home purchase. After 5 phone calls and spending 3 weeks trying to have this done, Sunnova could not deliver a transfer contract to me for signing to close the deal. There is no sense of urgency on Sunnova's part for the clients situation. Sunnova does not return phone calls and has not once follow-up when they could not process accordingly. If there's ever a company that seems to not give a hoot about their clients or potential clients, it is Sunnova. In contrast, Solar City/Tesla was asked to transfer their contract to me and the entire process from credit check to signing the contract took less than 30 minutes after 1 phone call to Tesla. I have never been so frustrated with any business more than Sunnova. I write this review because of sorrow for my own situation, I hope if you're reading this you will not make the make the mistake of doing business with them if you have a choice. If you have solar panels install on your property affiliated with Sunnova, you could be in for this same disaster when you try to sell or buy. Sunnova, this is not how to do Business! Simply unacceptable and shame on you for creating such a bad service to ruin people from home purchases. Sunnova, you know who I am. I will write as many of these review as I can find forums for because consumers should all know about your horrible services. Shame on you!

Sunnova is UNPROFESSIONAL, INCOMPETENT and NEGLIGENT. In the Fall of 2019 Sunnova and their reps, sold me and designed and installed a leased solar system for my home in Escondido California. I told the rep I wanted a ground based panel system and he kept pushing the roof install, even though my roof faces due East. I quizzed him repeatedly about East facing panels not producing enough energy and he kept insisting it would and even said he was installing the biggest and best panels on the market and for me not to worry! Sunnova's shoddy installation of these panels caused numerous leaks over a period of weeks in my roof to the point where I had many pots and pans to collect the water pouring in. It took Sunnova four separate visits to find and stop the water leaks, which left visible water stains on my newly painted ceilings and damaged my piano due to their leaks. It has now been one year since this happened, and Sunnova still has not fixed the water damage they caused to my home, and my piano, even though every 4-6 weeks they call to say 'they are working on it.' I just received a REUP bill from SDGE for $4,420.59 to make up for the lack of electricity produced by the Sunnova system! Sunnova either did not put enough solar panels on my home to produce the proper amount of energy or the one they installed in grossly malfunctioning, or both. I spoke with someone who is leasing a similar sized system and his yearly REUP was just under $400.00, or one tenth of mine. Hire Sunnova at your own risk as I have found them to be grossly unprofessional, incompetent and corrupt. Gary

Before i begin, you should know I had to register for this Complaintsboard.com just to leave the review. that is how important i feel this information is for others to know. I NEVER DO THIS, really. Horrible customer service. The sales rep lied straight to our face. Let me break it down easily for you. 1. We were told our plant has a guarantee to perform, and if it does not, they would adjust and fix the issue. That did not happen. Still waiting on the supervisor to call me back on that, 2. We were told Sunnova would be here step by step until everything is up and running and we are completely satisficed with its performance, Well, the system is under performing, in 4 months it has yet to achieve its goal. and i have yet to talk to a supervisor or get the supervisor to call me back like they say will happen EVERY TIME I CALL. 3. Sunnova will not assit you in setting up you T-Rec program. Oh Hey, ever do solar before? No thats why the sales rep is in your house! but once they install, the company disappears and refuses to assist you with technical things like t-rec program, like they promise during the sales pitch. 4. You will never get a supervisor on the phone, EVER, and even if you do, its a lie. that person is a shift supervisor for the call center, who can not make an actual decision or help you in any way. I am still waiting for a supervisor to call me back, from each of my numerous phone calls. Bottom line is BUYER BEWARE. there are so many solar companies out there, do your home work and look for reviews. I did not and here I am frustrated, paying two electric bills. Worst decision I ever made.

I have been a customer with Sunnova, technically for 90 days now but have only received 22 days worth of service from them. The solar panels were installed on my roof on May 4th. The installers said that Duquesne Light Company had to come out and approve the installation before they could be turned on. Then...nothing. No communication at all from Sunnova. Finally we reached out at the end of June questioning why we have wasted 2 months of direct sunlight and magically Duquesne Light Company came out and approved the work the next day after Sunnova assured us it was on Duquesne Light, not them. On July 1st our panels were activated, however when we went to turn them on, they had been turned on, likely since May 4th when they were installed. However Sunnova didn't turn them on until July 1st. On August 9th, I noticed that our savings on our electric bill wasn't as great as it had been, I went into my customer portal and noticed that the panels hadn't produced anything since July 22nd. I called Sunnova and they told me that they were aware and were trying to fix it remotely. So, they knew my panels were not working, didn't communicate with me and then "tried" to fix it remotely. After 18 days of trying remotely I think it is time to send a person out to see what is wrong. The service rep said they will in 3-4 days. Here, it is 2 days later and still nothing. I can't necessarily say this is a scam yet, because my $500 check that I received for installing the panels has not totally been spent yet back into the company so I am not out money yet, but there is absolutely some shady business practices going on here.

If I could give 0 stars, I would. I have never dealt with such bad customer service in my life. This all began with the sell of our home and attempting to have a smooth transfer agreement to the buyers. We followed their directions to the tee and made sure our buyers did as well. Our situation was unique as the panels were moved from my father's home to my home in 2017. During the relocation process we were assured by Sunnova that we did not have to transfer the panels from my father's name to my name, as long as my father was a resident in the home, which he was. Fast forward to present day and the start of our transfer process, never once did they notify us that we would need to transfer it to our names despite multiple calls to see what the delay was. In the process, I was told that someone dropped the ball during the relocation in 2017 and it should have been transferred to my name. I was assured that since it was their mistake, they would honor it as is. It was not until 2 days before our expected closing date did they decide that the transfer had to happen to my name before it can be transferred to the buyer. Sunnova essentially held up my escrow due to their lack of organization, which in turned caused us to have to credit the buyers for their inconvenience. To top it off, whenever we requested a call from upper management, no one ever called us back. There was one call where we had to wait almost two hours to talk to a supervisor, even then, she was rude and was unable to help us out. It wasn't until I emailed the CEO did someone call. We are still waiting for a resolution. I do not recommend doing business with this company.

I used Sunnova to finance a solar project with Infinity Energy, one of their partners. Infinity failed installation inspection 5 times between May 2, 2022 and October, 10 2022. On the third inspection failure Sunnova issued that I would start to owe my loan soon. This notice was sent September 30th, 2022. I immediately called and mentioned to them that my system was not fully installed yet and that I should not be required to pay yet. The agreed and did not expect me to be sent a bill. My solar company and I opened a ticket that day and it has been unresolved still. On October 1st, I received a bill to pay my loan which was against contract as the system was still not installed or approved for operation by my city. I called and was told I would receive a phone call by Tuesday October 3rd to resolve the issue. I have called 9 times since October 1st and Sunnova still owes me a phone call and keeps losing track of my request for supervisor call backs to get it resolved. I have three tickets open now with tracking numbers - the first open since Sept 30. I do not legally owe money yet but I still getting a bill and Sunnova has not resolved the issue which will affect my credit. Sunnova has not kept practices for resolving my billing dispute as a financier as they continue to lose my follow up requests so my tickets sit unresolved. Sunnova is acting illegally and breaking contract for billing start dates at the moment. As of December 6th 2022 I have 3 supervisor call back requests. I have heard once from a supervisor in these entire 4 months since this all started. If you call customer service it's a dead-end. Nobody will get you the help you need and you will be told you'll receive a call back. Weeks will go by and nothing will happen and the process starts all over again. For a financial company I cannot believe this company is allowed to operate. I have submitted investigations with the FTC and CFBP for this issue.

If it were possible to give Sunnova 0 stars, I would do so. My husband and I originally loved our Sunnova experience until we decided to sell our home. Sunnova's broken service system and the utter incompetence of their transfer department and supervisors created a horrible experience for my family. My husband, a disabled veteran, asked for further assistance with our problem. None was given. Based on ADA guidelines, Sunnova was required to offer immediate further assistance. Yet, no supervisor followed up with him. No further assistance was given. To be clear, some of the contracted sales reps we dealt with truly tried to help us, but they have no authority. Others hung up on us. Many didn't understand our issue because they didn't understand the home sale process. Sunnova, if you intend to inject yourself as a utility for your customers, your representative/employees should understand the home sale process. Furthermore, your transfer department should understand how to properly read and understand deeds, deeds of trust, sale contracts, etc. And when there is a concern/question regarding a document, Sunnova should directly call the customer rather than sending an email from a generic email address instructing the customer to contact Sunnova's customer service department forcing them to repeat a broken cycle. Your broken system and level of incompetence caused us to miss our closing date. More importantly, you failed ADA compliance, creating levels of stress, anxiety, and helplessness in my husband reminiscent of combat and triggering him. This experience, has changed me from a customer who appreciated Sunnova and recommended it to others to one who truly despises it. I would not wish your service offering on my worst enemy. Sunnova's contracted customer service reps and customers are truly victims of a company that hides behind an intentionally broken system rather than addressing problems directly. Future customers should know this.

I'm trying to sell my house, so you have to do a transfer to the new owner - my system is paid off, has been, I figured having a paid off system would make the transfer easy. I followed the process, got the transfer ticket open, gave it to the buyer and they started the process on their side. We've been waiting for a while - silence. Coming up on closing date, calling customer support all they can tell me is "it's in process" - literally can't tell me anything else. Calling back in again days after that, they told me "you should receive it today" - and nothing. The day before closing, I call and finally get someone who is willing to let me talk to a supervisor, the supervisor apologized, said the delay was on their side, and they would take personal responsibly to get the documents over and I could expect them that day. Of course, again, nothing came. My closing of course, got pushed out - all the while I'm hoping the buyer doesn't back out... I called in again and was told the same thing "in process" and couldn't tell me anything else. I asked to talk to a supervisor and they told me they'd have to put in for someone to call me back ... within 24 hours. Apparently no one there knows nothing about "the process", even the "escalation point" After getting nasty with customer service (which I don't like to do) and going public on social media, I finally got an e-mail saying the buyers name wasn't listed as an authorized role (it was). The buyer replied with the documents AGAIN and they expressed their displeasure. I got one of the people at customer service to openly admit this is common problem... Reading here and online, other people have similar issues. . Had I known how much of a pain dealing with this was going to be, I'd have never bought this. I can only imagine how much of a pain it is selling a house with a system that isn't paid off. I had no idea I was going to be held hostage to a company that completely lacks customer service.

I recently purchased a home with a pre-existing Sunnova contract that we were required to take over. In this tight sellers market, we felt we had little choice but to agree, but we would never recommend this company to anyone. From the moment our offer was accepted we have had issues with Sunnova's communication, reliability & professionalism. The transfer process was a horribly managed by Sunnova. Us, the sellers and both of our realtors spent hours trying to get things moving along. Sunnova does not assign "case managers" or a single point of contact for any issue. They only have one number you can call for any/all problems. Once you get through, you have to explain everything to a new customer service agent each time. They are only allowed to say scripted responses, and are very little help. They will try to review your case in a brief 2 minutes (they are not allowed to put you on hold for longer), and often in their rush mis-read/mis-understand information. Their call center is clearly outsourced and agents are not able to answer or really help with anything. Each time they will create a case or ticket number, say it needs to be reviewed and you can call back for updates in 3-5 business days. When you call back, you will have to explain/ask everything again to a new person who knows nothing about your case. Since closing, we have been over charged (for 27 days we didn't own the home) and apparently our system isn't even on! It is not communicating with Sunnova or our local electric company, so we now have 2 bills! We have called 3 times in 5 weeks trying to resolve these production issues. One agent opened an "expedited ticket" that "would be reviewed by the operations team" but when I called over 3 weeks later to see what was going on, I was told that case number doesn't exist! But that she would open up an expedited ticket for me today, that would need to be reviewed and that I could call back in 3-5 days for updates. Empty apologies and no follow through.

Update: [protected]. Sunnova finally corrected the production data from our system, but the system production was around $100 less than their estimate. In the signed contract agreement, it clearly states that the actual and estimated production is reviewed annually and if the actual production is less than estimate, the customer will receive a credit. Despite pointing this out to Sunnova on multiple occasions, we just get excuses as to why they did not issue a credit. These people take your money, and do not care one iota about their customers. Beware and steer clear. Panels installed in NJ by Trinity solar and that was reasonably smooth, once they are done, you are in the hands of Sunnova for the next 25 years. The system operated well from September , until June 202 and then the inverter failed, so the system was no longer producing power. Sunnova's customer portal does not show the probem and still shows that the system is generating power, but if you monitor your utility meter and the App that works with the inverter, you can see that it has failed. After many calls to Sunnova, they eventually sent Trinity to replce the inverter, which took six week of peak solar production time. With the inverter replaced, the system is not producing power, but Sunnova's customer portal is not reflecting the correct production, it actually shows exactly the same amount every day - this is pretty much impossible for a solar system. Again, the consumer has to monitor and record the inverters actual output via the mySolaredge app and make sure that you capture and record the monthly production at the end of every month. Multiple calls to Sunnova seem to get nowhere. The customer service rep says they see the problem and will address it, but they never do. Sunnova has no incentive and they obviously don't care about the system working or their customers because they are still getting their monthly payment, no matter what. I will bring this up to the Complaintsboard.com, NJ Dept of Consumer Affairs, and every possible route. Just look around the web for reviews and so many people are complaining about Sunnova and their complete last of customer care, yet they are still able to operate. Avoid them at all costs, just walk away.

2 Years In - Very Pleased. Since installation and activation in September, we have had over 6 days total of off grid operation thanks to good ol' California, its *** and *** Power Safety shutdowns. These were spread over 25 variable events over that 2 year span. During these events, we were completely unaffected thanks to our Sunnova roof panels and the included *** Powerwalls (2). Of course doing things like not running the electric clothes dryer or electric oven at night or near sunset helps guarantee successful use of the Powerwall's storage through the night. We simply wash the roof panels of dust coatings once a year. This consists of putting a jet attachment on the garden hose, firing a stream of water above each panel and letting the arched stream splash the resting dust away. Time required for 6 groupings of multiple panels, about 45 minutes to be sure of a good cleansing splash and and rinse. We have had 2 service calls since installation. The first was in response to finding my *** App couldn't see the *** Powerwall installation or the *** mini and final inverters after changing internet providers and WiFi hubs. Sunnova referred me to *** Support who walked me through the process to reregister the App to the Powerwall and attached upstream smart devices. I've been able to support ourselves since that instruction. The second was a service visit of the local Sunnova rated vendor to update the software in the *** controller. This was preceded by timely contact and instruction as to what to expect. The process was painless and non invasive to the system operation, while allowing me the opportunity to ask questions of the representative regarding advanced system operation. My wife suffers from MS. We live in a part of Northernmost California that typically 'enjoys' 110+ degree summer days and 90+ degree summer nights. MS is stressed severely by hot weather and can result in extreme attacks to be suffered by those afflicted; when the *** co-announced the beginning of power safety shutdowns back in late spring of 2019, there was no question of our path forward. We contacted Sunnova and have been very satisfied with the protection that our installation has provided to my wife, as well as the convenience of uninterrupted electrical service to our family in general. Piece of mind has been value added with the long term warranty that was included with our Solar as a Service package. Thanks Sunnova!

I have filed a complaint with NJ Attorney General Consumer affairs division against this company and we were added to an investigation that has been ongoing. So I would have filed here however it says you have to purchase within 365 to file a complaint and we didn't know of the misleading lies until we went to sell my mothers home. I am a POA for my mom. It took 3 years to secure a buyer once we had the panels only to lose them due to Sunnova lying when they sold it to us. They actually us Momentum solar as their sales and service contractors. However, the short version us that we purchased the solar while my mother house was LISTED for sale as she was all electric on the main floor and we were getting feedback about the high electric bills. We asked the sales person over and over again are there any restrictions AS OUR HOUSE is for sale but we are trying to lower the electric... answer no just a credit check. Over and over we asked. My mother was 87 years old, 95% deaf when the sales person sold it to her. She is now in Skilled nursing care and we need her house money to care for her. My mother and I asked many questions but they lied, withheld or never told us the truth. There are many complaints against this company. So we listed the house now with solar panels and after 3 years got a commercial buyer as my mothers property is zoned PC-2. When it came time to apply for the transfer they tell us they can't transfer to a commercial buyer when we were told no restrictions. Remember they put it on a PC-2 house which was ok when they were selling it to us. We obviously would not have continued forward if it would have eliminated our most popular buyer for a PC-2 house. They lied to get the sale plain and simple. My mother and our family is stuck now with no way to care for my now Covid 19 close to dying mother now 91 years old. And I am told we are losing the buyer. There is much more to this complaint with Consumer Affairs we have spent almost 3 months looking for a solution with Sunnova and the communication was a joke you never get passed scripted customer service people who contradict each other but they want the buyer to purchase outright or us and we need the money for moms care. They want us to pay 40,000+ These are not options. My mother was taken over by this company. Lied to and mislead. We will push to get released from this 25 year lease as it was created on lies. Next I will be going to *** as she did a report last year on the lies given to an elderly women to sign her up same as my mom. Are they praying on the elderly just a question? Beware its what they don't tell you that matters.

I have had Sunnova for 5 years during which I have had no complaints because they have been prompt in resolving issues that I had. Not so for the last 2 months. I had my first roof leak in 2019 which Sunnova determined was due to squirrels nesting under the solar panels. They removed the nest and patched the hole. In 2020, I had another roof leak which was also determined to be from a squirrel nest and squirrel damage. At that point they installed critter guard but obviously not all the way around. I had my most recent roof leak 2 months ago and there appear to be 4 separate nests now. Sunnova now claims this is an act of God. If I didn't have solar panels, I wouldn't be having these issues. Sunnova knew before I signed up for solar that squirrels nesting under solar panels was a known issue. This information was not passed on to me to make an informed decision if this was a risk I had an appetite for. I have got nothing but runarounds from Sunnova. It seems to me they are the ones reaping all the benefits of the deal by getting tax credits and damn all the suckers who signed up for solar. It is my mission to warn the public against signing up for anything solar because the headaches far outweigh the benefits. Those singing praises of Sunnova, wait until you run into problems with either your roof or your system. This is when you are going to realize that you are dealing with legalized organized criminals. The contracts are so one sided and are designed to benefit one party namely Sunnova. I am done talking to them and I am going to get Congress, US DOJ, state attorneys general, investors, and the press involved. Sunnova's criminality must be brought to light. Sunnova really believes it is above the law. To anyone thinking about signing up for a solar contract, please understand all the risks and benefits of solar power and do not just have someone make you sign a box without reading the entire document. They don't want you to realize how disadvantaged you are by reading an entire document. Were it not for the runaround I have got from Sunnova, I would not known how bad the company is. Like I said, for 5 years I never felt the need to read the contract until I started getting the runaround. Sunnova scheduled 4 no-show service calls in my case. I am not sure if investors are aware they are investing in a criminal enterprise and they will lose their shirts when the criminality at Sunnova comes to light. Sunnova chose to refuse to complete critter guard installation and patch my roof where squirrels have built nests. They have chosen to go down over what in my opinion is an insignificant cost to them. It is their solar panels that caused these problems in the first place. There is also the risk that a shorted inverter can potentially cause a house fire. In this case, Sunnova would want you to use your homeowner's insurance to file the claim even though their inverter started a fire. The public is about to get an education on the risks of signing up with criminal enterprises.

1/22 - Called to informed Sunnova of a roof leak and that I would nee for the solar panels to be removed. I also informed Sunnova that I was informed by an experienced roofer that I had cracked tiles from the shoddy solar panel installation. Then, I was informed by Sunnova that the 1 year warranty had passed, that I would be responsible for the removal and replacement of the panels, and that someone would contact me. 2/5 - No call follow-up call from Sunnova, so I called Sunnova. I was given a Claim number and informed by Sunnova that someone would contact me. 2/11 - Sunnova's contracted agency representative appeared at my home, I just so happen to be here, and he took picture of the inside damage as well assessed the location of the solar panels located on the second story of my home as he stood in my backyard. Before the representative left, he told me that someone would call me to make an appointment and that he was out of the loop with regards to arranging appointments for removals, replacements, and repairs. 2/15 - I called Sunnova - I was informed that they had not heard anything from the contracted agency and assured me that someone would call me between 3-5 days. 2/18 @ 1:50pm - I Called Sunnova again I was informed that they still had not heard from the Contracted agency and assured me once again that someone would call me between 24-48 hours. 2/22 @ 11:34am - I called Sunnova and I was given the Contracted Agency's (5th Avenue Energy) telephone number to call. 2/22 - I called 5th Avenue Energy and left a voicemail. 2/26 - I called Sunnova and I informed that I had contacted 5th Avenue Energy and left a voicemail, I was assured again that someone would follow-up with me either today or tomorrow. I did nit receive that promised call from Sunnova. 3/1 - I called 5th avenue Energy again. This time, a person name David answered the phone. He informed me that it would cost approximately $6K - 7K for labor and materials for the solar panels to be removed and replaced. He had also informed me that he would send me an email as well as to Sunnova and that it would take approximately a month or so before he would be able to do the job. 3/1 @ 12:18pm - I called Sunnova and spoke with someone name Danay. I him informed that I had received an email from 5th Ave. Energy ($6500.00 quote) and Danay informed me that Sunnova had not received anything yet with regards to cost of removing and replacing the panels. Again I was informed that someone would contact me. Meanwhile, I at least two rainy days occurred since these back and forth calls. 3/3 @ 11:15am - Called Sunnova again. I was informed that they had not heard anything from 5th Avenue and that their offices will send a letter to get the quote. I was informed that they did not want to receive it from me. I asked was their anyway for the panels to placed somewhere else in my yard. I was informed that someone would call me. I had also asked for it to be removed and not replaced because I did not want to pay $6800.00 again for this situation to occur again in the future because I am not saving any money with the solar panels. I was informed that I could not have the panels removed because, I had a twenty five year contract with them. 3/17 @5:01pm - I called Sunnova, I was informed that they had finally received a quote from 5th Ave. energy for $6500.00 and that someone would contact me in 7days. 3/24 @ - I spoke with Jovani at Sunnova. I asked if I could have it either removed to have the panels relocated. I was informed about the 25 year contract again. I requested a copy of the contract. I reviewed the contract and the contract was signed by my husband in 2013! 4/1 Frustrated! The worst customer service I've ever had to deal with. The Sunnova Solar Are Scam Artists. HMMMM

Had my solar installed after I moved into my new home. I told the sales person I did not have any electric bills to show my usage. Was informed there would be no problem . The system would be designed to produce 120% of the electricity I would use. As of Novemeber 1, I have not had the amount of electric I used to be covered by the solar. I input a case to Sunnova. Per Sunnova the system is producing correctly. After speaking with a rep I was told to lower my consumption and I should purchase batteries. So the bottom line is the system was designed too small.

In April or May 2022 the breaker for our solar broke. We didn't know it until a tech from Sunnova came out and told us. He said he would go out and get one, he came back and said he couldn't find one. He would order one and be back in 2 weeks. So now we have no solar working. It is now September. We have called them numerous times and said where is the tech to fix the breaker. All they say is "we're working on it". How can they be working on it when they are not at my house? I have since received electric bills of over $1,000 a month. The electricity that we use adds up and we pay it after 12 months. The bill is now over $5,000 for the electric company. The Sunnova company also charges us for the amount of solar we use. This is taken out of my checking account. Since the solar is turned off, it should be $0. Well, they have been charging us anyway. Since May they have charged us $879.20. and THE SOLAR IS NOT EVEN WORKING. We got solar to save money not pay out more money.. I can't afford this. How can I get this money back from this company? My husband has pancreatic cancer and is in and out of the hospital. I have a problem that I can't balance. WE both have to use walkers. We are trying to raise our 11 year old great grand daughter. We don'[t have money like this to throw away. I need to get this money back before I can't pay the electric bill and they turn off our electric. They only have one number to call and they say they can't transfer me to a supervisor and all they say is "WE'RE WORKING ON IT". I have wasted all of this hot weather where we should have been collecting the solar to get money back not costing me $1,000s of dollars. We live on a limited income and we are retired. What can we do to get this fixed and get our money back? I wish I would have checked into a better solar company, I would never recommend Sunnova to any one. With the number of panels we have we should be getting a lot of money back, but we have to pay

On 6/2 I signed a contract with Sunnova for the purchase of a home solar system including Tesla battery storage. The contractor arrived to install on August 18 a solar system was installed on my roof. During the install i asked the lead worker if they needed me to move anything in the garage to install the Tesla battery ordered. The worker chuckled and said what battery?. I explained the system i contracted for including the Tesla. The worker informed me there is no battery in the plan and states the "sales guys all know those are backordered for about 5 months." I reached out to my sales person contact who advised my battery would be arriving in two weeks and I would be compensated for the time it was not available for use. My system was not put into service for an additional week for no apparent reason. I called customer support and they directed me to flip the breaker switch on and had me power up the system. While powering on the system as directed by Titan support, i found on the ground a set of blue prints and permits for my system. The system on my home is not what i ordered, it is not what is contracted for. I have attempted every avenue calling weekly, emailing to resolve this. I have filed a complaint with the Arizona Contractor's Association, when was a waste of time because their only remedy is for me to allow them to come when available slap on the battery to the system installed. According to my contract with Sunnova and Titan all change orders must be in writing and agreed upon by all parties. I would never have agreed to a "temporary install" nor did I . I have in good faith asked Sunnova to re-negociate my contract without the battery as obviously I do not want this contractor on my property ever again. The reason for this is they continued through the sales persons and their customer support to lie to me about the install, what equipment i have and what i contracted for, then attempted to obtain a second set of permits.

I purchased the property which is in my profile on March this year. By that time, the previous owner has a solar panel energy contract with Sunnova company. We took the ownership of the Solar contract after we closed the house sale. My house was under renovation right after. There was a lot of movement going on during that time. By that time, we need to replace our roofing. So on 6/14/22, Sunnova helped us to remove the panel and all supporting parts to our backyard without signal them. My contractor did not recognize those solar support parts, they thought that was part of construction waste and took it away On 6/19/22. On the same day, I came to the house and found out parts were missing. We called Sunnova right away and ask them how to address this problem. Sunnova's customer service told me that Sunnova will replace the supporting materials for me at no cost. So I did not ask for any reimbursement from my contractor until my contractor get the last check and left. And During this time, I called Sunnova customer service multiple times and ask them come back to reinstall the solar panels for me. All the customer service told me that the supporting materials is free. On 8/22, I called Sunnova ask when they will come back to install the solar panel and I was told for the very first time through the phone that I have to pay for the supporting materials which is additional $2000. I feel like it is so unfair because I called Sunnova so many times and was told it is at no cost and after 2 months Sunnova told me they need to charge. I admit I hold part of the responsibility for this case. But Sunnova definitely hold another part of the responsibility. And until right now I have not received any formal notice from Sunnova except verbal estimate. I have already submitted my inquiry to Sunnova that I am willing to split the cost with Sunnova by 50/50. But I DON'T think I should be responsible for the $2000 materials cost. I hope Complaintsboard.com could help to resolve this problem.

On June 20, 2022 I checked Sunnova portal to see if there was an issue with solar production. Showed only estimated data reported since April 18, 2022. I contacted Sunnova to request a technician. They arrived 7/18/22. System had tripped. Technician reset and said everything working properly. He said would take an hour for each day of backlog to upload. Couple of weeks later portal showed only a few days of actual production data since date of visit and back to estimated data. Called Sunnova again at the end of July/beginning of August. They said they would send a tech out. They created my case and sent an email to confirm the appointment, the earliest I could get was 8/15/22. On 8/15/22 nobody showed up. I checked the portal and Sunnova had changed the date to 8/23/22 but never informed me. Contacted Sunnova again, the rep said he would escalate this to see if someone could come out sooner. He told me he would also put a Post-It note on his computer, check my account each day, and call me with updates. Never heard back. All the while, the system was still showing estimated data and Sunnova was still taking my lease payment. Tom, tech, arrived on 8/22/22 and said there were issues but he switched a setting for something "plus load" and that everything was fine. He confirmed with office that it was working. Repeated about taking an hour for each day of backlog. Suggested I call Customer Service for Production Guarantee. After few days, portal not showing backlog. I called again. Rep said he would monitor account and call me with updates. Never heard back. Emailed Sunnova about Production Guarantee. I emailed Sunnova about the Production Guarantee. Just received email saying they can't guarantee utility billing. Not what I asked. They should be reimbursing me for 4 months that panels didn't work. back from Erik, Issue Resolution Specialist, saying that they could not guarantee billing from my utility company. That's not what I even asked them to do. I asked them to r

I am assisting a client in selling his house and attempting to get the panels removed in order to get the roof replaced per insurance. The attempt has been made now 4 times, the first time the claims we filed (quote for panel removel and quote for buy out) were simply canceled because someone on the back end didn't understand the claims, without any follow up to us. Those claims seem pretty clear. Over a week later, I called back in to find out where we were with our claims only to find out they had been deleted. They proceeded to tell me their process to get the panels removed for roof replacement and after staying on the phone for 1 hour and 45 minutes to ensure the claims were in fact placed, I was told that the quote would be to me the following Wed (this was a Thursday that I called in). I did however follow up that next Monday just to ensure the claims were still working and they proceed to tell me that they just updated the system and would request the contractor to go out and do the quote (Ummm that was told to me thursday and they confirmed that they had all of my information to get this done). So Monday it was confirmed again. I call in today, Thursday only to find out that they hadn't updated the system with my information and that they would be requesting a quote for panel removal. Meanwhile, they do not let you talk to anyone that knows what is going on, they won't do anything other than read what is on their screen. We have been attempting to get the panels removed for 2 weeks and still waiting and not sure when it will happen. We are scheduled to close a week from tomorrow. The owner is an elderly man that can not make these calls and do all this himself so he has authorized that I take care of all this for him and I have that form submitted to them and confirmed yet everytime I call in they don't seem to know that and have to "update" my contact information. This is absolutely maddening that this company can't communicate and get things done. I understand we are in a pandemic, but to delete claims, tell the same story every time and not get the work done is unexcusable. Not to mention the system hasn't even been working, that was our other claim.

Sunnova offers an ongoing referral program for all of it's customers. Any customer in the state of NJ who refers someone in the state of NJ, and the referral actually purchases, installs and get a working ATO for the new system qualifies the original customer to a $350 referral gift card, with no capped quantities. I referred a customer who purchased a system more than 6 months ago and got the entire system installed and received their Authority to Operate (ATO), which is what I was told is the last step required for me to qualify for my gift card. After numerous months, dozens of phone calls and emails to Sunnova and their rewards center in an effort to understand why I have yet to receive my gift card AFTER Sunnova has stated numerous times that yes they have my referral's name on my file, and listed as my referral have gotten me no where with this company. Each week, they provide excuses why my customer packet information was not sent over to the rewards department and then promise to send it over by the end of the week, since each Friday all reward packets are sent over for adjudication and payout. The last time that i did manage to get a supervisor at Sunnova on the phone with a representative, I was promised on October 7th that on Friday, October 9th, my customer packet information would finally be sent over to the rewards center. I just received an email back from the rewards center on November 3rd that they have no record of receiving anything with my name, email or address when they tried to cross reference any of my information. This proves that yet again, Sunnova never sent over the required information to allow my $350 gift card for my referral to be awarded to me. This is going on many months now I am getting no where with this company who is not living up to their end of what is clearly listed and stated on their website and they have even informed me that I have satisfied all of the requirements needed for this $350 gift card since my referral has a working system purchased from them, using my name as his referral. I have waited long enough and have contacted Sunnova more times than anyone should have be forced to after completing my end of the contract/deal for this gift card.

On July 18 I checked my Sunnova portal and noted that my panels stop producing at 24.1 kWh. This issue started June 20 and has been happening daily since then. I contacted Sunnova Customer service on July 18 to request someone to service my panels to rectify this issue. At that time I was told to expect a call within 5-8 business days with an appointment for my panels to be serviced. On July 27 I contacted Sunnova Customer Service to follow-up on my service request and during this call the Customer service agent stated she could not give me a time when someone would call to service the panels. She also stated that the service department has not even reviewed the claim. I requested a supervisor contact me. She stated she would put the request in. On July 30th I contacted Sunnova Customer service again as this was the 9th business day and I still had not heard from their service department. I was told on this call that they would request that my claim be looked into ASAP as they would make it urgent. On this call, I requested that I hear from someone by Monday August 3 or I would take further action to have this issue resolved. When I contacted Customer service on August 3 the rep put in a request for a supervisor to call me back by the end of the business day today. It is now 8:37pm and I still have not heard from their supervisor and still have no answer as to when the claim will be reviewed. I have had Sunnova panels for 3 years. I have always paid my bill on time and in full. I have upheld my obligation to my contract, but Sunnova has not. It is unacceptable that my panels are not reflecting the correct production for over a month and my service request has still not been reviewed after 2 weeks. Due to this my electric bill is higher because my panels are not reflecting the correct production. At this point my panels have not been doing what they are supposed to for over a month now. I am leasing my panels from Sunnova so I would not have to worry about the hassle of fixing my own panels, however, Sunnova Is not holding up their end of the bargain. This is unacceptable customer service. Clearly, Sunnova cares nothing about their business or their customers.