Sachi | Fremont, California | 04/21/2024
Pathetic Customer Support, worst production
Low solar production from past 2 years, 100 complaints filed, none addressed, pathetic customer support, money laundering, defaulter company, customer should never ever use this company, negative rating, say no to sunnova
Sullivan's | Pensacola, Florida | 04/19/2024
Help with emphase app on cell phone and computer.
Friday, April 19, 2024 I have just installed storage batteries for my solar system, and I could not understand the app on my cell phone. I called customer care spoke to KEVIN PALMA. He was very helpful and patient. He walked me through and answered all my questions. I wish all people on the phone were as professional as KEVIN is. Thanking You, Wenda Sullivan
Kris | Fontana, California | 04/18/2024
Worst company EVER!!!!!!!!!!!!
I bought a new house that required solar system. The seller chose a company but was bought out by Sunnova. I had the permission to operate back in December 2023 and now it’s mid April and my system had not worked since I moved in. I called customer support. Spoke to managers and it’s been 3 weeks and nothing has been done. No checking on my system remotely, NOTHING. I will file a complaint with BBB. Customer service is outsourced to India. It is useless talking to them because they read off a prompt and tell you the same things over and over again. “ We sent your request to the technical department And they will be reviewing the file.” What is there to review my stupid solar has not worked since I purchased it!! It’s been 4 months!! Horrible horrible!!! Worst company in the world. I wish I would have never purchased the solar and just leased it. This is the worst company I’ve ever dealt with. If it was a choice, I’d give it 0 stars.
JudyL | Copiague, New York | 04/18/2024
Horrible, repetitive robots
Customer service is just a host of phone reps who only know how to read off a script. Apologies, yes but the only thing they know how to say is "we will be happy to help you etc., sorry for your XYZ problem, ....and then dead silence - NO ability to ask questions, no ability to think out of the box or offer a solution. I am seriously wanting out of this contract and reading other negative experience comments is making this even more frustrating and fearful of dealing with them. Inquired about a "critter guard" 9 days ago and no response. Called again and all the rep did was repeat the issue, like I didn't know what it was; a complete robot who said they have no way other than making another claim request - they have no way to actually talk to another department that handles this. Horrendous, I don't know what to do. NY State (Long Island) customer.
Jack | Ewa Beach, Hawaii | 04/15/2024
Batteries inoperable for 24 months, no credit to the customer.
In 43 months of ownership the batteries were not operational for 24 months (~56%). I emailed numerous times throughout the duration of the batteries interoperability requesting for maintenance to be conducted, which happened two years later. I had correspondence with customer service stating that although a maintainer has not been able to make it to my property, I will be credited for the batteries performance if the batteries did not perform per the lease guarantee. I have a case number with Sunnova (Case ID: 17896139), and customer service keeps replying that I will not be credited because my panels were producing excess electricity (which as you know, does nothing if it is not stored in a battery to be used when the customer is home). The failure of the battery to operate per the Sunnova's Lease Agreement has cost me, the leasee, thousands of dollars in lost savings (paying for electric and solar). Especially, when most of the electricity I use would be outside of normal working hours when my PV was not producing electricity. I do not recommend considering Sunnova for any of your energy needs. It is unlikely that I will receive any compensation.
fbelga | Winter Garden, Florida | 04/14/2024
Love the Savings I’m Realizing
The system installed is generating lots of power and giving me lots of savings! Everyone should go Solar with Sunnova!
Mary Porter | Port Deposit, Maryland | 04/12/2024
Service
This is the worst company that I have ever had to deal with. My panels are producing but not sending the information out. I was told that they needed to get a new part. That was three weeks ago and still waiting. In the mean time you have to pay for the panels and a huge electric bill. They do nothing and don’t care.
Jterry8112 | Sun City, California | 04/10/2024
System has been down for 3 1/2 months
My system went down 3 1/2 months ago (last time was for 2 months). Both were due to a firmware update that crashed the inverter, The inverter was ordered on 3/18/24, and delivered to the vendor in Houston on 3/21. Both Sunnova and the vendor (Sunrun?) are located in Houston, Texas. It is now April 10 and the inverter has not been delivered to Sunnova but they are both in the same city. I had to send a screenshot of the email to prove to them that it is in Houston. I asked when they would get it and was told that there is no time frame. In the meantime, I pay them over $200 a month and get absolutely nothing in return. They don't seem to care.
Kunjal patel | Bustins Island, Maine | 04/09/2024
Service
Horrible customer service
Unhappy customer | Wildwood, New Jersey | 04/06/2024
Elderly Parents - PLEASE DO NOT DEAL WITH SUNNOVA!
Our Mother and Father contracted with Sunnova at aged 83 and 85, respectively. They were both ill and elderly at the time. Sunnova signed them to a 25 year contract!!!! Needless to say, we were not aware. They also had a reverse mortgage (we were aware of that). At any rate, they each got ill and died - my father first and then my mother within a year after that - only a few years into the 25 year contract. As soon as my mother died we needed to put the house up for sale immediately because the reverse mortgage was coming due. We finally found a buyer (the house needs to be torn down, the value is in the lot). Both the prospective buyers and we were shocked at the cost for terminating the contract. Clearly, no new buyer will want the solar panels as the house is in really bad shape and needs to be torn down. We called Sunnova to see if they would be reasonable under the circumstances and remove the solar panels. We offered to pay for them to be removed. Sunnova refused and wants the full contract value - 20 years worth of payment! We are now losing the buyers, they have backed out of the contract. I cannot blame them - We are talking about a charge of over $40,000! I am so scared we will lose everything as the bank has been very patient and I was so thankful that we had finally found a buyer and they actually were going to pay us an incredible amount of money for the property - all lost now, thanks to Sunnova. When I spoke to them on the telephone and said that they had preyed on my parents who were clearly in no shape to sign a 25 year contract with this kind of liability the customer service agent replied that they had signed paperwork saying they were clear on the terms and that all of Sunnova’s calls were recorded and that they could prove my (now deceased) parents legally agreed to the contract
