Jason Zick | Honolulu, Hawaii | 11/20/2022
DO NOT BUY FROM THIS COMPANY
Sunnova has the worse customer service! Our solar panels stopped working nov. 3 and we are STILL trying to get a technician out here to fix them. My husband calls EVERY single day and they customer service agent gives him the same response that they are working on the case. What a load of crap! Get somebody out here to fix the problem! If you want solar panels, DO NOT go with this company. There is no customer service! We will be contacting our local news channel to file a report about this company in hopes that other people will not buy from this company. Also this is my 3rd attempt at submitting this review and the company won’t allow it!
Chelsea | Blackwood, New Jersey | 11/18/2022
I’ve been a customer a little over a year and was told out of the blue one day in August that my panels stopped working and they had to order the part. Said I should have it within a week! It’s going on 4 months now and no one can give me answers! No one keeps in contact with me to keep me updated. Every time I call, I get the same generic response that the part is ordered and they are still waiting for it to come in!! They won’t give me the manufacturer’s name, a phone number, a tracking number.. a timeframe to expect it! I’ve been paying over $300 in electric bills each month plus the $175 for non working panels. No one has offered any help or compensation. I asked if I could stop my auto payments until the panels are working again…. They told me if I do that then I will lose my discount! I’m fuming. I will not recommend this company to anyone EVER! I will do quite the opposite
Will | San Juan, Puerto Rico | 11/17/2022
I am having a horrible experience with customer Service. They lie to me 3 time stated that a supervisor was going to contact me. Every time I call, they said that there is no note that I requested to speak with a supervisor. I have 4 micro inverter damage, which is plug and play connection. I be waiting for service since OCT 14. I dont recommend them.
James Costantino | Point Pleasant Beach, New Jersey | 11/17/2022
Customer Service is abysmal
I have not been able to get anyone out to temporarily remove a few solar panels so I can fix a leak in my roof. I have talked to numerous customer service reps. I have a case open. I have called or emailed every week for over 7 weeks now. It's one excuse after another as to why they haven't been able to get me even a quote as to how much this will cost. I'm stuck and the damage to my bathroom ceiling is getting worse every time it rains. I'm starting to think they don't service NJ anymore. I hadn't had any problem with them until now. I feel like I was duped into this contract at this point.
Prashant N | Newark, California | 11/13/2022
I brought a new Lennar home that came with panels installed by Sunnova. The panels have not been operational from the beginning. They keep tripping my breakers and I have to reboot the system literally everyday. When I called the panel manufacturer (Enphase), they mentioned it's a problem with the installation. I've been in touch with Sunnova for over a month about this, and in that time there has been no resolution. They sent 1 technician who told me that the issue was fixed but the same problem happened the very next day. Sent Sunnova multiple emails to their supposed "customer service" / "resolutions" email and there is zero communication. Every time I call their customer support number, I'm told there is a ticket already and they will reach out when they have next steps. THIS IS ONE OF THE WORST CUSTOMER SERVICE EXPERIENCES I'VE HAD. STAY AWAY FROM SUNNOVA!!
0 | Brick, New Jersey | 11/09/2022
Horrible customer service
Tried contacting Sunnova numerous times and when they would answer, I get the same response that they are opening up a work ticket. I have 3 or 4 work tickets open for the same issue with no response or action on the work order. I have a roof leak and have been trying to get an inspection done to determine where the leak is coming from. Since Sunnova was not responding to me, I contacted several roofers to see if they would do a roof inspection and all said NO once they heard we have solar panels. One roofer told us he can’t do an inspection unless we get permission. Problem is, you can’t get through to them, they only write up work tickets. Be aware of this company and any companies associated with them
Colleen | Tempe, Arizona | 11/08/2022
Do Not Use This Company
Do not use this company. Luckily my roof work, solar installation, and equipment was completed/provided by different companies. Sunnova is the solar lender that my sales rep recommended. It didn't occur to me to check them out. HUGE MISTAKE! The customer service reps are polite but don't know anything and are conveniently not empowered to actually provide any service. Among other issues, I responded to an email about paying my tax credit rebate of $22,000+ (early in my case) for an incentive reward of $900 credit in Visa cards. I never received a confirmation of the payment not to mention details about the processing of my lump payment. I have been calling since April trying to get updates and everyone tells me the same thing...they will create a ticket for me. I finally got an email telling me that it was being processed. Then weeks later I received an email telling me that I need to submit a W4 for their tax purposes. The link included never worked. I should pause for a moment to say how suspicious that is since they have all the relevant information for us since from our loan paperwork; they should not need up to jump through another hoop. After trying for a week to get the link to work I called and reported it; I was told that another email would be sent out. A week later I have no email and no $900. The customer service rep I just spoke with said there is no record of any of my calls (about 6 at this point) and he will create a ticket for me. They clearly never had any intention of following through. I am done. This company is either incredibly incompetent or just outright corrupt. I am stuck with them. Please use another company for all of your solar needs so that you will not be!
Brian | Haines City, Florida | 11/02/2022
Doesn't fix issues
My solar worked for about 1 month until the electrical in the disconnect box burned up. Took almost 2 months just to get someone to come out and look at it to tell me the wires are burned up (like i told them on the initial call, i could hear it sparking so i opened the disconnect box and shut if off) its now been another month and nothing. No follow-up, no scheduled time they will come to fix it. I'm just expected to keep paying a lease on equipment that doesn't work. My emails go unanswered. Sent email to my "Resolution Specialist" but they don't get back to me either. Calls to their call center just say they don't have any techs, but yet they are in my development installing new panels every week. Not sure how you have no techs but can still complete new installs weekly???
Randy S | Brighton, Colorado | 10/12/2022
Worst Company arround.
It all started in Dec 2021. I called a ticket in, and they took 2 months to look at it. In April 2022 when I hadn't heard anything I called back. Ticket lost. It took them 4 months to show up at my house. Their tech never got on the roof, and never physically touched anything in my house, and yet was able to diagnose the issue as a panel that Sunnova doesn't use. SunStreet the company that installed my system used the monitoring device used in my home, they also diagnosed the broken panels Sunnova refuses to look at. I have been referred to their Issue Resolution Team, and I have an agent who will not answer my emails or return my phone calls. Her name is Elizabeth DeLapaz she should find a job she can do. Sunnova is the worst company in an industry filled with horrible companies. They should lock their doors and sell all their business off to Dell or Apple, who know what Customer Service means.
Amber | Lewistown, Pennsylvania | 10/12/2022
To follow up: Thanks to my credit union, the money was returned to my account. My sales agent and Trinity Solar were proactive with my issues with Sunnova. The Sunnova liaison contacted me and was in contact with Sunnova. I am still unnerved and upset with Sunnova as their story to Trinity was not accurate. A representative from Sunnova contacted me after the credit union returned my money and Trinity intervened to say that they would be sure that it did not happen again. Only time will tell. I am pleased with the actual solar panels and with Trinity's part in installing them. So far, so good. They are producing good energy so I hope that continues as some of the other reviews show issues in that area. My warning to consumers would be in the money and my experience with that payment. I can also tell people to watch that supposed "tax credit" promise carefully. I was under the impression that the tax credit would ensure that I received enough money after taxes to pay that lump payment to keep my payments down. My accountant has said otherwise. I may not see a dime depending on the money I make and/or if I even get a refund. I am disappointed with that sneaky little ploy. <br /><br /><br />All was going well until I took initiative to pay off my lump sum early in a promotion. My husband wrote a check from HIS account, I followed the instructions giving for submitting it, and then it disappeared. Then all hell broke loose. I had "auto pay" set up for my monthly payments, and only three months into having my solar go active, I received my auto-pay reminder email to tell me at the next one, instead of my usual $175.00 deduction, it would be $14,750!!!! I called customer service twice about it only to be told that they created a case number and sent it billing. BOTH representatives assured me that they never take that kind of money from auto-pay. Two days later, my bank account was cleaned out after they did, in fact, take $14,750 out of auto-pay. NOT AUTHORIZED and even brought to their attention preemptively. In my opinion, they stole my money. The early payment check has yet to appear, I have had NO ONE in billing call me back, and it's now 5 days beyond my calls. Someone in their faction messed with my auto-pay which I will need to most likely disable (which will cause more nightmares, I'm sure), and I had to go through my financial institution to challenge their mistake. They wiped out my entire checking and savings. SCAM just might be exactly what they are. Every representative I get through to keeps telling me lies. The last one reassured me that I would be refunded the money, but she had to refer the the earlier case number assigned when I called about seeing it about to happen and the missing check. NO RESPONSE. NO REFUND, Thieves!!