Kenneth Leal | El Dorado Hills, California | 03/18/2023
Sunnova customer service poor and tactics are borderline illegal
My wife and I purchased additional solar panels through Senga energy in Northern California. Senga's secondary contractor Sunnova provided and installed the panels and inverter. The additional solar panels, inverter and equipment installed by Sunnova personnel worked for approximately one month then quit working. Sunnova scheduled a crew to come out and repair our service. The crew arrived and worked on the equipment for approximately 3.5 hours and were unable to locate the problem. When the work crew contacted their Forman by phone he acted extremely put out, was extremely rude and told the crew to stop working on my panels and get to their next job, He obviously didn't realize he was on speaker phone or that I was present. eventually they ordered and replaced the inverter and were ablate get our system working. the next month Sunnova scheduled a service check up and failed to show up for their appointment. I never received a phone call or apology. So months go by and my wife and I apply for a small home equity line of credit and our credit union informed us that we had a UCC lien on our home through Sunnova. My wife attempted to reach Sunnova and on their website found information for $300.00 they would remove the UCC lien. I contact my sale rep from Senga energy who said they or he would pay the cost. My sales rep from Senga showed up the next day with $300.00 dollars cash to get the UCC lien removed. My wife paid the money and they said it would take 30 to 45 days to get the removal documentation completed and sent to the credit union, but for another $100.00 they could have it done in two days. It sounded a little bit like a shakedown. I contacted Sunnova customer service and reached a representative who could barely speak English. after discussing my displeasure over their shake down for dollars for 20 minutes and getting no where I asked to speak with a supervisor. I was told the supervisor was busy and would need to return my phone call. I provided my contact information but never received a call back. Due to time constraints on our loan we paid the additional $100.00 to get the UCC lien taken off only to find out it was put on again a week later. Senga energy thank you for being stand up organization but Sunnova you leave a lot to be desired.
Sharon W. | Arlington, Texas | 03/10/2023
Worst Customer Service, Scam
Couldn't pay my bill they cut off service, when I paid bill in full they said it would take up to 5 days to restore service, I asked to be connected to supervisor, I was told one would call me back. Never received a call, then 7 days later still no service reconnected. Called back and was told the work order was in, but they could not tell me when my service would be reconnected, so 7 days after they received my money I still have no service and no date when service would be restored. When I asked why no call from supervisor they said we don't know their schedule so we don't know when they will call you back.
Bhavna | Edison, New Jersey | 03/08/2023
Unreachable, worst customer service
I reside in New Jersey. It's been 17 days trying to follow up with Sunnova, regarding the temporary removal of Panels as we are building 2nd floor, they need to contact a third party and have no reply on how to proceed further. It's mental stress to deal with them, at this point I am even ready to come out of their contract. would never recommend Sunnova to anyone. ref:_00DE0chZX._5004W2HBaUu:ref ]
Felipe Luna | Revere, Massachusetts | 02/21/2023
Get yourself a bill
This company engaged in deceptive sales practices that were designed to mislead you into signing a contract that did not provide the benefits you expected. By promising a low monthly bill without providing much in return, they may have lured you into an agreement that locked you into a long-term contract that was not in your best interests. It is never acceptable for a company to engage in dishonest or unethical behavior, particularly when it comes to something as important as the environment and the energy resources we rely on to power our homes and businesses. Customers deserve to be treated with respect and honesty, and should be provided with clear and accurate information about the products and services they are considering.
Iliya R | Mount Laurel, New Jersey | 02/16/2023
Lies, Fraud, no Accountability
I got the solar system from them with lots of promises. But after issue after issue lies, deception, and completely ignoring me as a client. I hope this review helps people stay away from crooks. Brian Valente was my rep and sure made alot of promises. My account is now with Sunnova energy, who is a terrible customer service company, they dont answer emails or phone calls. But back to to Trinity, I was promised a savings of $600 a year, well its been 7 years. Guess how much my annual savings have been for last few years. 2022 savings a whooping $32.00 2021 The system under produced so much that there was no savings actually cost more money. Oh also they originally promised me 33 panels that would produce almost 9kw but only installed 28 panels without my authorization. When I asked them why, they said they overestimated the amount and that it would still produce this same amount. And also told me if it doesnt they'll come back and add more panels to make sure the need is met. (another big lie) Fun bunch. So if you want to get swindled lied to and deceived this is the company to pick.
Yan | Richmond, Texas | 02/14/2023
Terrible service - roof leaking still not fixed
We reported the roof leaking under solar panel more than one month ago. Still it has not been fixed. It took almost one month finally we had first appointment from Sunnova-inspection. But the person only looked from inside house, he said it was too wet to get on roof. Second appointment , we had a roofer waiting, one technician from Sunnova came, but said two people needed to remove panel , plus it was wet. Appointment was canceled. Third appointment was morning , we including roofer waited all morning . During waiting , we called customer service four times, they confirmed again appointment was morning, but they don't know why nobody there. No one ever called us. We don't know when will be next appointment. More raining are coming. Customer service never had any help at all. no response to our emails, no answer to phone calls. The wrost company ever.
Duke nukem | San Jose, California | 02/07/2023
Worst company ever
Leased was passed on by the previous owners when I bought the home. It has been a nightmare to work with them to get my solar panel to be removed since I need to change the roof. Case was created on Dec 7th and still no resolution and so far I am keeping my fingers crossed that there are no leaks in the roof during the rainy season. Moreover they are charging me $6.6K to remove the solar. Day light robbery if you ask me. I consulted Sun solar which is the company my neighbor uses. They looked at it and told me it shouldn't cost more than $2K to remove this. Clearly Sunnova is highly dishonest company and they employ a bunch of morons who can't even resolve the case.
Toby Evetts | Santa Clarita, CA | 02/06/2023
Appalling Service
We have had engineers out every month for the past two years trying to get this system working. The battery was recently replaced and even while they were here it was obvious it wasn't communicating. Since then we've been asking them to come back and finish the job and they are just ignoring us.
Dave | Green Valley, Arizona | 02/04/2023
Sunnova support cannot identify and fix issues
I’ve had issues with my solar system battery multiple times. Sunnova is supposed to be monitoring the system but they have never found a problem before I discovered and report it. And then I have to wait a long time until they can “verify” that there’s a problem. Tech support has no knowledge of how the system works and can’t offer instructions on what to do. I was told that “I have to just wait for the system to take it course”. When I ask how long it would take to address the issue, the Issue Resolution Specialist was very rude and kept interrupting me. He wouldn’t let me speak even after I listened to him for several minutes rattle on about how their service is fine and needs more time, then he hung up on me. I’ve been in tech support most of my career and would never treat a customer the way he talked to me. Sunnova needs to train their customer service representatives. Both on how to technically assist and how to speak respectfully to customers. They also need to fix their monitoring systems so they can live up to their promises regarding system monitoring.
Julie Jackson | Plano, Texas | 01/31/2023
Awful as usual!
As usual, horrible customer service. Tried to get info regarding batteries for my solar. Got an email with the offer and the monthly price was wrong and the salesman pretty much said, OOPS, I was wrong! Then I asked to see the contract to make sure to see if what he was offering was correct. I got a contract sent to me and had questions. I replied to the email received and never got an answer. I texted Eric to ask if he saw my questions and he said that was sent by someone else. He asked my questions, I copied and pasted and he said he was wrong about the price! Also he just repeated the standard info in the contract regarding the 25 year warranty, but I had questions regarding that. He said contracts are different state to state and he may not be able to see it! I called, because I was tired of texting and he never answered or called me back. I sent another text, saying I just called, I was tired of texting and he never answered back. This was on Friday. I texted him again asking if he was done talking to me or going to have someone else call me and...crickets! If you are trying to sell something, you should have a copy of the dang contract! Terrible service, yet again!
