Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been waiting for the solar we purchased from Solnova to be turned on so we can use it for 7 months, we get excuse after excuse! The solar and all equipment is installed and has been checked out but we still have not been able to use it! We are Sr.s and feel abused but all the lies weve been told and paid for something we cant get anything from it!

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The following email was sent to Sol Novas support email after several calls with them. They have failed to fix the issue and it is close to being a year since we first complained about the damages their company ******* Whom It May Concern:I am writing to express my deep concern regarding ongoing issues with the roof repair services provided by SolNova for the area where our solar panels are installed. Despite multiple service service visits on the following dates: 9/7/23, 11/07/23, 1/09/24, and 2/28/24, the persistent problem of leaks has not been adequately solved.Each time SolNova has sent technicians, we have diligently provided videos and photographs documenting the recurring leaks. Regrettably, these efforts have not resulted in a permanent solution, and the situation is increasingly getting worse.Furthermore, my interactions with *****, a customer service representative, have been particularly disappointing. He has exhibited reluctance to assist and keeps stating he is unable to help due to being new to the job. On one occasion, he abruptly ended our conversation. This lack of responsiveness is unacceptable given the ongoing issues we keep facing with your ********** this point, we are seriously considering escalating this matter to the Better Business Bureau unless immediate and effective action is taken to rectify the problem. We hope to rectify the issue swiftly and amicably. Pictures of the screenshots of the conversations through text with Support SolNova have been attached. Your company should have access to these already. Please pay close attention to the span of dates these have been sent.Please advise on the next steps to ensure a prompt resolution. I appreciate your attention to this urgent matter and look forward to a prompt response.Thank you for your cooperation.***** ***** Service account number: ************** email was sent on June 19, 2024 and they have not reached out.

• Initial Complaint

  Date:06/26/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract was signed on 01/18/24. Installation took place on 03/18/24. The contract included: System Price (for the System including the photovoltaic solar system, and all applicable installation fees, accessories, mounting hardware, and attachments, roofing work and additional Goods and Services purchased directly from Contractor). Amount financed $85,459.45. Total Sale Price $143,969.96 including finance charge. We have attempted multiple times to resolve directly with the business however they have not provided a resolution and now are not returning calls. The roofing company is demanding payment for their services. *********** has filed a Mechanics Lien with The County against my property effective 06/20/24.

• Initial Complaint

  Date:02/16/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Sol nova used the name of the merchant Solriteenergy to charge my credit card For $162.46 before sending me a bill.2. After I asked them to send me a bill, I received a bill that only showed the amount charged, without the solar production and unit price.3.the solar production in January was *****kwh, then I should pay them 0.33******=107.052, because the unit price in the contract is 0.33.But their financial employee **** H said that I need to pay according to the expected monthly production of ********* solar company charges based on estimated production This is unreasonable and ******** request is that they return the $55.41 to me. And I will be sent a normal bill every month. I must be able to see the monthly solar production, unit price and total charges. Bill charges are based on actual solar production rather than estimated production.

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since the solar panel installment, we have been having issues with electrical outlet issues. There are 4 wall sockets ( 1 hallway, 1 bathroom, 1 garage, 1 backyard) that have not been working after the installment of these solar panels. These wall sockets are used daily, and now have been unable to use them properly since then. It has been over more than 90 days since the last time we've been able to utilize these wall sockets. I have been in touch with them several different times throughout several months in the past 12 months. I have a video recording of our conversation with their consent to speak about the issues. The *** did quote that they will have someone at our residence between a few days from the call to a week. It has been more than 2-3 months and we have not been able to get this issue resolved. I've spoken to several different ***s who have not been able to give me a clear answer as to when they will be making these ***airs for our home.

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed an agreement with **** *****, the salesperson, on April 13, 2023 for Sol nova solar panels and they were put up on April 27, 2023. He determined the amount of panels we would need to produce more than enough to cover 100% based on the previous years usage. He assured me that we did a 100% offset. We are not even producing half of what we were told and agreed to. We have been trying to contact the salesperson who has continually ignored us. When he does respond he tells us he will have someone come out to look at the panels and no one has ever come. He has also told us his boss would call us multiple times but no one ever has. He reimbursed us $413 on September 20, 2023 for one months bill from our electric company but that is all has he done and has not fixed the issue or followed through. He completely stopped responding in October. We reached out to Enphase who told us that the microinverters in array 3 are not producing well. They said to contact solnova which is just sending me back to where I began. What we purchased is supposed to cover our electric bill completely. I want this fixed and to be reimbursed for the thousands of extra dollars I have spent on my electric bills. Since May, so far, (as of December 6, 2023) I have paid ******* to my electric company (that is minus the $413 that I was reimbursed) and I have paid ******* to Everbright (******/month). That total is *******.

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed an agreement with Sol nova for solar panels 3/23/2023. After working with the salesperson, he determined the amount of panels we would need to produce enough cover and then some on our highest usage Month. We are not even producing half of what we were told and agreed to. Also, we were told we would be getting a battery back up generator. They installed a gas generator. We had issues with the app not updating and no resolution on that either. We spoke to the salesperson today (as directed by the company) and he said if we wait till spring we will save up some energy. That makes no sense and sounds dishonest. What we purchased whats supposed to cover our electric bill completely. We added more panels than originally thought because the salesperson said the first amount wouldnt cover our electric bill. We went off of their recommendations, spent more money and and getting less than half of what was promised. We want the panels removed, our roof fixed and the agreement dissolved.

  Business Response

  Date: 07/13/2023

  Sorry to hear about your experience. Luckily, your total annual production is guaranteed. Well look deeper into your account, however, it will not be possible to fulfill your request. 

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I, ***** and *************************** consulted Solnova reps in August, 2022 to create a contract for solar panels. We signed legal and financial documents on 9/04/22. They gave ** an approximate time of 2 months to have our solar panels on line. As of today, 5/19/23 they are still not functioning. They caused damage to our roof on the day of the panel installation that we were told would be repaired immediately. As of today, 5/19/23, those repairs have not been made. The financing company, Everbright, started charging us our monthly payment in January of this year, 2023. Solnova agreed to pay the monthly premium until our panels are functioning and they now are late on two payments. Which reflects badly on us and our credit. When the panel upgrade was done, the electricity to our electric gate was damaged and they have still not repaired it. We live on a very busy street and have young kids, so its very important for us to be able to close our gate for safety purposes. We want Solnova to repair the damage they created, bring our Everbright payments current and finish the job of getting the solar panels up and running.

  Business Response

  Date: 05/19/2023

  This is upsetting to hear. It could be the utility company is the bottleneck to job completion. Since we warranty our work, all repairs will be made. Your account manager will reach out to you.

  Customer Answer

  Date: 05/20/2023

  From our research, you have responded to many complaints this way. We have given your company many months to respond to our concerns and requests and have been left with absolutely no resolution. I have been told many times that I would be contacted by a manager and have yet to speak with one. Until all of these issues are addressed, we will continue to speak up against poor business practices, lack of professionalism, organization, customer service, communication and over quality service. 

  Business Response

  Date: 05/20/2023

  Thank you. We will continue to communicate until your satisfied with the result. 

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Solar transaction started back in May 2022. I have had to make calls to find out what is happening in the installation. They do not communicate with me. All equipment is now installed, however, there is five or six panels not working. I know that both City and PG&E have been here. My last call to the Company, I talked to ********, he said that they needed to send someone out to do another credit report because it had expired. I asked the name of his supervisor, he said he could not give that out. To date i have had no contact. Nothing is connected or working.

  Business Response

  Date: 08/25/2023

  Very unfortunate to hear. We can set a time to diagnose and correct the system. It should be working properly, and if its not, it will fall under our warranties. 
  

   

  The system is fully operational and working now. We worked closely with the customer to fix the system. The manufacturer , Enphase , known as the premier equipment provider of Microinverters ended up sending out free replacement parts because it was a fault on their end. We made a lot of visits and spent a lot of time working with Enphase to get this system up and running for the customer. We of course did all of this at no cost to the customer and made sure to get their system up and running.

• Initial Complaint

  Date:01/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Solar panels have stopped working. Contacted SDGE and the panels are not operating. **** told me to contact BBB. I also contacted the finance company they told me they would try to get ahold of SolNova to get the problem resolved. No response from SolNova. We just need someone to come out to fix the problem so the panels start working again. Our SDGE bill is almost $600 that's how we found out about the problem. Normally our bill with Solar ranges between $50/$75 a month. I'm only asking for someone to come out to help us.

  Business Response

  Date: 02/08/2023

  We are very upset to hear about this situation. It seems that we have not received any information. You may be speaking with a private contractor sales rep. ****** call into our direct line so that we can get someone out immediately to solve this issue!

   

  1-833-SolNova

  **************