Review for Sunnova

Office location: 20 Greenway Plaza, Houston TX, 77046

02/04/2023
Dave Green Valley, AZ

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.