ComplaintsforSol Nova

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  05/20/2023

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

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

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

• Initial Complaint

  12/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract with Sol Nova on 7/22/22 for the installation of 12 Solar pannels with electricity hook up.I called multiple times for when installation was to be started and got the run around. I finally got a date and the installation of pannels and conduit were installed on 10/03/22. there were no electrical wires run and electrical box installed. I called Sol Nova on 11/7/22 to ask them when the rest of the work was to be completed and they stated that they were waiting on the city of Manteca (where the installation is being done) to inspect and give PTO (permission to operate). Nothing happened and on 11/28/22 I called the *************** and was told that they were never contacted by Sol Nova for an inspection and that all the electrical work needs to be completed before they can inspect and give the **** I called Sol Nova on 11/29/22 and told them and they said they will check with the project manager and get back to me. As of 12/2/22 I have not received a call back. The length of time this project has taken is over 4 months and counting. I have talked to other people in my neighborhood who have also gone solar with other companies and they tell the complete process took them 6 to 7 weeks from signing contract to city inspection. The customer service and execution of ********************** is very poor and I am worried that I will not be able to get my tax credit for going Solar this year.Also I do not have the ability to upload any documents. the only one I would have would be the standard contract.Thank you for any help you can provide.

  

  Business response

  12/04/2022

  Hello, many times we are at the mercy of regulatory entities for when we can begin certain aspects of projects. We will look into your situation and reach out with a resolution. Please keep in mind that we can only get paid after an install is complete. Our interests are aligned, we want to complete your install with urgency too, so we can finalize the project and get funded. 

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  During the sales pitch for home solar I was promised a $1,000 incentive if I had solar installed. I have contacted the representative who promised me the incentive multiple times over the last six months and the "check should have been sent response" is no longer acceptable.

  

  Business response

  10/21/2022

  Hello,

   

  were very sorry to hear about your experience. This is just being brought to the owners attention; we will immediately remit payment & investigate who your rep was and take appropriate action. Thank you for your patience, this should be resolved within two weeks. 

  Customer response

  10/22/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

  Customer response

  12/02/2022

  The businesses response resulted in no action. No incentive check was ever provided after the business was going to look into the matter. I have no additional concerns and only wish for the $1,000.00 incentive check that was promised to me. 

  

  Business response

  12/02/2022

  Hello,

   

  we are looking into this situation and will remedy you asap.

  Customer response

  12/05/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was told by the SolNova sales rep that A. I would not be effected by the increase in the cost of energy because I was using solar. My energy company PEC, gives me **** for production, but I pay **** to use what I produced. 2/1 I am losing out on.B. I was told that SolNova would removed the panel for free for 10 years if I ever needed my roof repaired. I live in Tx we have a lot of hail. NOT true as now I am having my roof repaired and had to file an insurance claim and deductible to have them remove the panels.C. When panels were installed, 6 inch sharp screws, jigsaw blades and sharp plastic were left all over my yard for my kids and pets to get hurt on. **** was charged $250 for the first two months of having the panels which I wasn't made aware of until I got my bill, sales rep said NO implementation/increased costs.E. When trying to contact SolNova it took almost 4 months to get the appropriate person to call me back. Someone picked up every time, but said that "a manager" would call me back. F. Solnova destroyed my roof during install. 10 inch gashes in my roof from dropping the panels aggressively on the roof. Their adjuster came out, examined the marks, said it was them and it has been 8 weeks with not response on how they are going to compensate for the damages. G. Having solar is now costing me more than using normal city energy, which I was told it would not. **** gave them my full "tax rebate" 12k+ and they have been very unresponsive and continue to lie and manipulate what I was told and what they aren't delivering on.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  *************************/Solnova, fraudulently sold us solar and claimed it was approved by park management. Our park has a restraining order for this company not to enter the premises which ************************* and Art ***** neglected. This company sold us these panels and now we have a eviction notice and will be kicked out of our home because of this con man. ************************* *************) set up the solar with NO PERMITS and no INSPECTOR approval. No matter how many calls and text he will not ************ we have a 42k loan Please help us we don't know what to do

  

  Business response

  08/15/2022

  We are looking into this issue and will take immediate action. 

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2021 I began working with Sol Nova to get solar panels installed on my roof. I still do not have solar and it's been over a year. They were slow to get things moving, in part due to the Sacramento Utility District being slow to work with, but there was also a lot of delay in submitting permit applications. When they finally installed the panels (Aug 17, 2021), they required a second day to finish the work, but hadn't scheduled that in advance so it took another 3 weeks (Sept 10. 2021) to get it finished. Even then, it was just the panels on the roof that were installed, and the connection to the grid (including upgrade to the breaker box) plus a EV charger had not been completed. I waited (with little communication from Sol Nova) until Nov 27, 2021 when I was told there was just one more form I needed to fill out so they could complete the project. They finally submitted the proper paperwork to the utility company on 12/5/21 and the next day I got an email from SMUD (utility) that the paperwork was incomplete and the project was denied. One of the main reasons was because the output of the panels was too high for the proposed project, because it turned out they had not included the promised EV charger in the plans. I sent SMUD as much information as I could and informed Sol Nova, but I was told it was up to them to update the project and resubmit paperwork. And then I heard nothing from them. I reached out on Feb 8, 2022 by email and had no reply. I reached out again on April 15, 2022 and received a one-sentence response that the project was moved to the permit tech. Since then I have heard nothing more. It has been over a year and I'm fed up. I would like to negotiate for a significant discount on the project because of the delay. I have been paying for power for over a year when I should have had solar, and I have delayed refinancing my house until this is complete.

  

  Business response

  06/08/2022

  Thank you for reaching out. We apologize for the miscommunication about the lengthy permissions process in your area. Please feel assured that we submit all documentation very quickly, generally within a few days. Our operations and administrative teams work very quickly; unfortunately, we are at the mercy of the utility companies approval processes. Generally, we get the grid utilities authorization prior to any installations: they need to know how much power we are planning to produce at any given site. Many times after a project is completed, the utility companies request more information prior to finalizing permission to operate. The good news is, we are on top of each job. Our interests are aligned with our clients, as we can not get paid until a project is completed. We generally update our clients when there is more information to share. We understand projects can drag on, and we appreciate your patience as we deal with the utility companies as they consistently move the goalposts, creating new obstacles. When there is information to update you with, we will reach out! In the meantime, feel free to contact your customer service representative to check in. 

  Customer response

  06/08/2022

  There has not been sufficient communication with me throughout the process, and the timeline of this project is unreasonable. I was contacted by SMUD one week ago that your company filed a duplicate request for approval to change the location of the electrical box (which had already been approved a year ago). It is clear that this project was ignored and only now being readdressed by your company (ex: redundant application for something that was already done early on in the project). If you truly had been waiting on SMUD, then a corrected Interconnection Application would have been filed months ago. When the previous Interconnection Application was filed, it took SMUD only a single day to review and respond. 

  I ask that you take this complaint seriously. 

  

  Business response

  06/15/2022

  Hi ******,

  I appreciate your patience through this process. We are at the mercy of the local AHJ (jurisdiction) and can only move as quickly as their permitting timelines allow. In addition, there are multiple entities we need approvals through. In the event one approval happens quickly, those permit approvals sometimes have expiration dates. If the other entities take longer than the other and the approved permit expires, we are required to re-submit for a new permit so that we have active permits when we plan to complete construction. Thank you for understanding that we follow each process by the book so that we may continue to maintain our licensees and stay in good standing with your city and state approvals committees.

  Customer response

  06/16/2022

  In response to your last message, the permits would not have expired if the project had not been shelved for months. Also, the permit I mentioned had not expired, according to what I was told by the **** representative. 
  
  I have realized that I have not made clear my expectations for resolution. In my initial complaint I marked that I expected a discount and for the project to be finished. specifically, I request:

  -20% discount on the total cost of the system to compensate for the extra expenses I incurred by the delay

  -regular updates on the status of the project

• Initial Complaint

  06/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  2/28/2022 signed contract to install solar. Solar was installed 3/15/2022. I am still waiting for the inspection and activation as I continue to pay SDG&E as well as payments to ************************ I sent an email to **** but no response. I tried calling him and his voice mail was full. Called Company on May **************************** progress, ************** this morning but no answer at customer service. I just want job to be completed. This was originally started in August of 2021 but several months went by with no updates. Changed the financing when new contract was signed this February as I was originally going to pay in full and not finance it, I have attached part of the contract. If you need more let me know

  

  Business response

  06/03/2022

  ****,

   

  Thank you for your feedback. We are at the mercy of the jurisdiction and the utility company. We request they approve these projects as quickly as possible, but they are in control of the approval timeline. Please know we have submitted all required documents to the regulatory entities and your system is installed, ready to produce electricity. Once the inspector approves the system and net metering is activated by your utility company, all will work as planned. Please reach out to the inspections office and the utility company to request an expedited inspection date.

  Customer response

  06/05/2022

  The response is too vague.  It has been almost three months since this was installed and I was told it would take approximately six weeks.  I continue to pay both SDG&E and the finance company.  My main problem is that there is no feedback from the company and I am left in limbo.  I don't know how to contact the regulatory people and I feel it should be the company's responsibility to continually follow up with them and give me a status report

  

  Business response

  06/06/2022

  Hi! Yes, we agree, it is our responsibility to progress the job through the correct permitting, PTO, and other regulatory processes. Please feel assured that we are doing everything in our power to progress the job. We stay in contact weekly with the utility & oversight. We reach out to our clients when there are updates. If there is nothing to update someone about, we will reach out when there is a status update.

  Customer response

  06/07/2022

  I hesitate to accept the response because their communication is lacking.  No one has contacted me from the business since the people came to my house and installed the panels in March.  I should have been getting regular updates as to the status of the project.  Would it be possible for them to request an expedited inspection?  I would greatly appreciated it

*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. ↩