T family | Port Saint Lucie, Florida | 09/27/2023
We have been trying to get our solar panels that were a part of our home purchase moved to our name for 6 months now. They refuse to provide a clear direction for how to get this updated, do NOT follow up in a timely manner, and are extremely incompetent. We had a worker from Sunnova show up to our house in a hard hat with no prior appointment, with all of the dangers these days we called sunnova to verify the appointment, but they had yet to update to solar to our name so they refused to let us know if someone was supposed to be there or not. That is extremely unsafe, all they had to say was yes or no! They take days to respond to emails, and never truly provide what is asked. DO NOT WORK WITH SUNNOVA
Larry Cross | Littleton, Colorado | 09/26/2023
Usual interaction with Sunnova on continuation of use of the original 8 panels installed before purchase by builder. When we purchased this original system outright, took a great deal of work on our part to purchase.
Steven Crabtree | Albuquerque, New Mexico | 09/26/2023
Have only on problem and it was corrected quickly and another flaw with the monitoring was identified and fixed on the spot, Hardly even know its there
Jorge | Toa Baja, Puerto Rico | 09/25/2023
Excelent customer service and proud with the follow up on my complaints
Judy | Tolleson, Arizona | 09/25/2023
Im actually in Arizona. Would not recommend sunnova
Angie | Bloomfield, New Jersey | 09/25/2023
Getting the runaround, don't want to work w/this company anymore
Trying for weeks to get my solar panels removed so that I can have my house renovated. My house is sitting half done, b/c my contractors can't continue work until they can do the roof. After MANY calls, I still do not have a time frame, even an ESTIMATED time frame, of when someone can remove my solar panels. After this, I don't think I'll have them put back on. I will look for a new company to work with.
Vicki Ward | Santa Clarita, California | 09/25/2023
Worst company ever
I have had nothing but terrible service from this company. It took almost a year to have the panels installed. They finally passed inspection on 8/31 so I was billed for the entire month of August even though the system was up and running for only a day. The system stopped working after 3.5 days because of a system update that was interruped. I had no solar production for 10 days. I contacted Sunnova and they replied with an email "you are not paying for production in areas, you are paying for the equipment. Please refer to the contract for additional information. When I call Sunnova, I can never speak to a supervisor, I cannot be connected to anyone working on my case. I can only speak to the drone answering the phone who has no answers and recites what the email stated. This company received an "F" from the Better Business Bureau for good reason!
Jordan | Allen, Texas | 09/20/2023
Worst company I’ve ever worked with
This is by far the worst company I’ve ever had to deal with. We had hail damage on our house and had to have the panels removed. They were quick to take our $5000 to take them off, but we are over two months now and I still haven’t put our solar panels back on. We have called hundreds of times and no one has been able to help us. No one has the ability to put our solar panels back on. It has been one of those frustrating business transaction I’ve ever dealt with. Find another company. Never consider this company.
Brien | Hamel, Illinois | 09/19/2023
System is not working, 2 weeks no service scheduled. Ask me to call the service techs to schedule. They are Supposed to monitor and they havent. I had to find out by troubleahooting myself and the power bill was high
JM | Cranbury, New Jersey | 09/19/2023
Unethical, liars, nasty employees, zero customer service
I entered into a finance agreement with Sunnova for solar panels that were to be installed by Suntuity. Installation began in early April 2023. We had several problems with installation which were addressed and handled directly with Suntuity. The system failed electrical inspections in May and July. After the 2nd failed inspection, while we were waiting to be contacted by Suntuity to schedule another technician to come out to fix the issue, I received an email from Sunnova stating that my first payment was due. I contacted Sunnova to explain that my system was not functioning yet and I believed the billing email to be a mistake, because we were told several times by our sales rep that we wouldn't receive a bill until 30 days after we were connected. I was informed by the rep that Sunnova's records showed that my solar system was interconnected on 7/5 and, per my contract which states that billing will begin 30 days after the earlier of 60 days after installation is completed or interconnection happens, 8/4 was 30 days after interconnection. I explained that my system was not interconnected yet, we hadn’t passed inspection yet, but I was told that their records showed interconnection took place on 7/5 so I would need to contact Suntuity, the installer, for more info. Suntuity reps confirmed that my system was not interconnected. After over a week of going back and forth between the two companies, and being told by several Sunnova employees that their records showed my system was interconnected on 7/5, I was able to get a Suntuity employee to contact Sunnova to confirm to them that my system was not interconnected. This Suntuity employee was told that a Sunnova employee by the name of Christian Wendelboe was the person who noted in Sunnova’s system that my solar system was interconnected on 7/5. The Suntuity employee and I both emailed Christian several times to request further info and clarification as to why he claimed my system was interconnected, neither of us receiving a response. A week after my initial email to him, I called Sunnova again to try to receive an update. On this call, I was told that their system did not, in fact, have an interconnection date for my account, despite being told the opposite from several other reps on previous calls, but that I was billed because my system was 60 days past installation being complete. I asked the rep what their system showed as the date installation was complete. She told me that she did not have that info (weird, huh?). After that phone call, I sent another email to the Sunnova “issue resolution department” for further clarification. I received a phone call in response to that email from a Selena in Sunnova’s issue resolution department. She first stated that I was billed because my system was 60 days past installation being complete. I asked her to please provide to me the date their records show that my system installation was complete. She asked if she could put me on hold while she tried to find that date in their system (weird, huh?). After a few minutes on hold, she came back on the line and stated that I was billed because my system was 30 days past interconnection, which according to their system, happened on 7/5. I explained to her that we had already established with Suntuity that that was incorrect and that my system remains unconnected as of today. I asked her again to please provide me with the date their records show that installation of my system was complete, and she flat out refused and threatened to hang up on me if I asked her again. Selena tried to suggest that I didn’t understand the language in my contract, and said that even though I am not technically connected that my panels are “producing” and that is the same thing as being “interconnected” and also that "interconnection" and "installation" are the same thing. She either doesn't understand those terms or she is just lying. Sunnova is well aware at this point that my system is not 30 days past interconnection, that it was not interconnected on 7/5, and that it is still not interconnected as of today, but they are refusing to acknowledge this and simply make the correction on my account in their system. They are purposely misrepresenting the status of my account so they can continue to bill me prematurely. I don't want to never pay them, I’m just requesting that they hold off on billing until the proper date, because I'm obviously receiving electric bills at this time and having to pay both them and the electric company every month, and they are refusing.