Business Profile

Solar Energy Equipment Dealers

SunStreet Energy Group, LLC

Headquarters

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Complaints

This profile includes complaints for SunStreet Energy Group, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

16 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

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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:08/12/2024
Type:Service or Repair 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.
My name is ***********************************. I am a former owner of a ***************************. I sold this property back in June 2024 and solar transfer took place in time at the closing. I checked my bank account and I still see solar panels lease charges of $70 per month. I tried to contact Sunnova by phone and spoke to *****. It took more than 30 minutes for them to try to figure this out during which they were asking clarifying questions, double checking some information (for example I had to provide 303 Tank property address several time, not sure why). I also asked to transfer me to their supervisor to better assist me and they regret doing so by asking me to wait more while they investigate it or saying that supervisor won't be able to help me. They also told me that they are trying to connect me with the dedicated that handles such cases but after few minutes of waiting ***** was back saying that they tried to investigate more, etc. This is not acceptable and I can not spend more time on these phone calls. I had to spend my working hours to deal with this and it's about $250 per hour which is too expensive to spend 30+ minutes on the phone call with incompetent customer service.Please refund all the charges that ******* made on my account after I performed the ownership transfer as well as compensation for the 1hour spent on dealing with this issue (31 minute phone call + writing this complaint). Additionally, please provide specialized training for ***** so that such issues won't take that much time to resolve and be respectful to the clients.Sincerely,***********************************
Business Response
Date: 08/26/2024
******* apologizes for any inconvenience this situation may have caused. We have created Case-******** for our billing department to review the issue. The new case owner will reach out to address any further concerns you might have.
Customer Answer
Date: 09/05/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************************
Initial Complaint
Date:08/07/2024
Type:Service or Repair 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.
I have a required lease with Sunnova since purchase of Lennar home in March 2021. On May21, 2024 the inverter on my unit stopped working. There has been zero energy for June, July and now August. I have had numerous phone calls to have my work order #FSL-WO ********** honored on my system #FW000007480. Each time an appointment has been promised, no one arrives. Each time has been an excuse, including that "there's no record of my account with them" even though i"ve autopaid $40+ dollars since April 2021 til present. I was told today they don't guarantee a particular energy output. I am just paying to lease the equipment. The appointments were cancelled because I wasn't clear about my availability, etc. Dispatch will contact me ( has never happened)Several of my neighbors have been waiting over 6 months for service repairs. My daughter thinks this company is a scam, Just like Lennar builders (their partner). At least Lennar honors their Home Warranty agreements and they fixed the numerous problems with my home. I am very frustrated with all the misdirection, quibbling, and fragmented response to my request for a repair. They even shipped the part to my home, but I can't request a repairman from their parts department because it would void my warranty. I have no respect for this company and their business/service practices. I don't see why I should continue to pay for leased equipment that doesn't function. I am a retired teacher on a fixed income and my electric has almost doubled since the inverter stopped working. I am a 77 year old senior with only my SSA to support me. This has been a real hardship. 10 yr contract $40.00 a month.
Business Response
Date: 08/17/2024
******* apologizes for any inconvenience this situation may have caused. We have completed the site visit for work order **********. The technician replaced the old inverter (SJ0420 - 07300C3F4 - 2A) with a new inverter (ST0924 - ********E - AD) and confirmed that no new alerts were present after the replacement.
Customer Answer
Date: 08/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:08/07/2024
Type:Customer Service 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.
I have been trying to get assistance from this business for just shy of a year. -I pay over $100 a month for solar panels yet my electric bill was almost $500 this month -I have been trying to get autopay activated on my account, my profile says it's active yet they never draft the payment. I've called on so many occasions to get assistance yet I get nowhere. They say everything is working but it's not. They will not terminate my contract either.
Business Response
Date: 09/01/2024
Sunnova apologizes for any inconvenience this case may have caused. We have completed the technical visit for work order **********, during which the technician resolved the breaker issue. The system is now functioning properly, with communication and production restored as expected.
Initial Complaint
Date:08/05/2024
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.
in February 2024 we had an issue with our solar panels and the sent a technician down to our house to correct the problem workers came and were very alarmed when they saw there was a serious squirrel problem on roof and they ate up the wiring so they REMOVED most of the panels and said they would come back to replace it shortly. in the interim SUNNOVA has been charging me every month for service I didn't receive, so I called them to explain my self and all they do is tell me that there is a work order sent out to replace your panels, and it says in the contract that I'm still responsible for the bill. but I refuse to pay because I'm not receiving service, and why does it take so long to get workers to come down and fix my panels, its already 7 months and still no one has come, and because I refuse to pay for a few months my bill was sent to collections which caused my credit score to plummet. every time I call I seem to get no where, and it just goes around in circles. all I want is for them to fix the panels and forgive the bill for the past few months and correct me credit score. thank you in advance
Business Response
Date: 08/17/2024
Sunnova apologizes for any inconvenience this case may have caused. We are currently addressing work order ********** and are collaborating with the manufacturer to obtain 21 Silfab 300W PV modules. The case owner will keep you updated with all relevant information.
Initial Complaint
Date:06/28/2024
Type:Order 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.
I am not liable with this debt with SUNNOVA ENERGY CORPORA. I do not have a contract with the collection agency. They did not provide me with the original contract as requested
Business Response
Date: 07/25/2024
******* apologizes for any inconvenience caused by this situation. We will review with the billing/collection department to confirm the customer's feedback.
Initial Complaint
Date:03/19/2024
Type:Product 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.
Beginning on January 8 2024, I have received calls from SunStreet looking for a party which is not me, with which I am unaffiliated, and do not know. Since then, I have received no fewer than 35 calls from the company, and have informed them no fewer than 5 times that they have the wrong number, and that they need to add me to their do not call list. When speaking with company, I inform them they have the wrong number, provide the minimal details I have to them, and instruct them to add me to the do not call list. I am told they will investigate, unlink my phone number from any potential account it is linked to, and add me to the do not call list. The calls continue to come in to my number.
Initial Complaint
Date:10/21/2023
Type:Product 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.
I am very frustrated with Sunnova.I had their service in a previous owned house at *********************************************************I sold the house in early April. Since then:- Called them in April to confirm the service was not under my name. Then, they said the transfer to the new owner was still in process and i was responsible for payment which i made.- Sunnova requested their billing department to check how much should be refunded to me. Their answer was $100; despite previous information by agent saying i would get refund for other payments in 6-8 weeks.- The check for $100 was sent to the older address in July. I called them, they said they will send it to the new address and will ***********-8 weeks.- After that time, I called them. They said they had emailed account payables but didnt get an answer so the whole time nothing has been reviewed. Talked to a manager who said they would send an update next week. Nothing happened.- Called again in October; the response was the same. They need to email another team to get an update; i need to call back and check.The lack of commitment is incredible. Their only internal way of communicating internally is by email and the circle is the same: i call to ask for my check, they said they will message the billing or account payables team and i need to check back. I am very frustrated. Please assist me in this matter. I am attaching my email communication with them as proof.
Business Response
Date: 11/10/2023
************************* *************************. ******* has completed the refund to the customer, we also received confirmation that the refund was received. If any additional questions do not hesitate to reach us.
Customer Answer
Date: 11/14/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********************* *************************
Initial Complaint
Date:07/15/2023
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 purchased our home in June of 2016 from Lennar. We were told Solar was included. It was owned by Sunstreet at the time. Our monthly payment with Sunstreet was between $30-60 a month. Our ********************* with ****** was always under $300.In the past two years it has jumped to $120-$160 a month. Our ********************* with ****** is $1600 this year. It is just my husband and I. We work full time so we are not home during the day. We do not run our air.I called Sunna and spent over one hour on the phone with someone who could not tell me why our bill was so high. Kept giving me the run around. Blaming ******* He said it shows our panels are producing?I asked about the bills, and he said "oh you need to call a different number because we don't deal with the ones that were once Sunstreet". Call that number and they have no answers.Each month our bill rises.We were scammed into these panels. We pay way more for power than if we did not have Solar.We are locked into a lease that is costing us and not giving us any benefits. Buy out is over $15,000. ******, did not advertise this or explain this. No where in our contract does it detail the monthly cost of the bills.
Business Response
Date: 07/17/2023
Thank you for your feedback, ***********************. The concerns will be researched and we will provide an update as soon as possible.
Customer Answer
Date: 07/26/2023

Complaint: 20325852

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 07/26/2023
I have been contacted by ******** The agent has no idea what he is talking about. First he said it was ****** I need to contact. Then I was told it was because of our production. And finally I received an email saying they do not offer a flat rate.

My complaint is my bill went from $50 a month to over $100 a month. The first 5 years with Sunstreet it was consistent between $50-$80. We now pay between $130-$150 a month.

No one is able to explain why our bill jumped.
Business Response
Date: 07/26/2023
Thank you for your feedback, ***********************. Could you please provide your last 12 utility bills and the 12 bills under Sunstreet to compare consumption? Sunnova unfortunately does not make changes to the utility bill as it is billed by your utility provider.
Customer Answer
Date: 07/27/2023

Complaint: 20325852

I am rejecting this response because:

Sincerely,

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

I can submit the payment history but not the bills. Sunnova took over Sunstreet and I lost all access to my bills. My complaint is not about production but the bills. ******* keeps saying I pay more when I produce more? But I paid pretty much the same for 5 years, then Sunnova took over and my bills went above $100?

My production did not increase..
Customer Answer
Date: 07/27/2023
I am attaching my bill history. In March of 2022, is when are bill jumped and stayed high.
Business Response
Date: 07/27/2023
Thank you for your feedback, ***********************. If you are referring to your solar bill, you have a Power Purchase Agreement which charges for the production of the solar system. That will vary based on weather conditions, you are able to see the production in your portal to confirm the solar production.
Customer Answer
Date: 07/28/2023

Complaint: 20325852

I am rejecting this response because: I am aware of that. And your company keep saying the same thing about production. And I keep stating I know this, but my production has not changed since we got the panels. And yet for the first 5 years our bill was much lower? This is my point, you can see our bill now consistently is above $100 and before during the same months we were at $60-$80.

Sincerely,

***********************
Customer Answer
Date: 08/06/2023
I am still waiting for a legit response from the company. Every phone call results in the same response. They state it is based on my production. Our production has not changed and yet we are being charged more and more each month from Sunnova.

Our settled bill with ****** tripled. WE not only pay more to Sunnova we pay more to ******.
Initial Complaint
Date:05/16/2023
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.
Date of transaction: September 2022 solar panels installed. November 1, 2022 supposed to be up and running.Paying monthly $240 to solar company. Solar was supposed to begin November 1 up and running to compensate high electricity bill, the goal was to pay Solar bill only, with limited electricity bill if any.Dispute: Failed city inspection in December 2022 and we were not contacted until March 2023 and notified that a plan change had just been resubmitted to city. It is now May 16, 2023 and they just failed city inspection again. Failed due to same corrections requested in December 2022.Account# *********
Business Response
Date: 05/18/2023
Thank you for your feedback, ***********************. Sunnova will be researching and communicating with you.
Customer Answer
Date: 05/26/2023

Complaint: 20066902

I am rejecting this response because: Ive had no resolution to my problem from the company I still dont have solar, nor anything to compensate the months I have lost due to their install team

Sincerely,

***********************
Business Response
Date: 05/31/2023
Thank you for your feedback, ***********************. Sunnova is working with the utility company to obtain the authorization to interconnect, we will continue to provide updates as they come in.
Customer Answer
Date: 05/31/2023

Complaint: 20066902

I am rejecting this response because: *********** has not a knowledge my request of credit or refund as we are still lacking connection and paying a utility bill and sunnova since November 2022.

Sincerely,

***********************
Customer Answer
Date: 06/01/2023

Complaint: 20066902

I am rejecting this response because: Ive had no real response from the company only a generic message as they are looking into it and they have not acknowledged my request for financial credit due to their delay of service. I should not have to pay for service I do not have.

Sincerely,

***********************
Business Response
Date: 06/02/2023
Thank you for your feedback, ***********************. Sunnova will submit a review of compensation once the authorization to interconnect has been processed.
Customer Answer
Date: 06/06/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:04/26/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
Weve been dealing with Sunnova for a year now regard our service due to high ****** bills. After many calls they finally came and said wine of the panels was broken. It took them 4 months to repair. They havent given us access to the portal so we can check our process of generating. Now we got a $4k *********************. We are hardly home. Nothing has changed where we would be using more energy . Weve been trying and trying to the bottom of why last year we had a $2k bill and this year $4k. It defeats the purpose of having solar panels. We are frustrated and do not have the money to keep paying both ****** and *******. We have been threatened by ****** that they will turn of the power of we dont make payments. These are high payments of $800
Business Response
Date: 04/27/2023
Thank you for your feedback, ***************************************. We will research your concerns and communicate your findings.
Customer Answer
Date: 06/06/2023
Hello ****, this has been a nightmare that never ends. I havent heard from Sunnova. We again received a high energy bill. They just keep coming. On May 22nd a Technician came a stated that the system was not working accordingly and that ******* was aware of it the whole time. Please a $4k energy bill is outrageous and we do not have the money to pay this this company is taking us to debt. Please help! We need compensation. They were aware the system has not been working, weve asked them over and over to have access to the portal and after a year of still asking we still dont. Please help!

Business Response
Date: 06/19/2023
Thank you for your feedback, ***********************************. The concerns will be researched and we will provide an update as soon as possible.
Customer Answer
Date: 06/21/2023

Complaint: 19987846

I am rejecting this response because:
They have been telling us this for a year in half . I received an email from Sunnova on June 20, 2023. Stating the system is working. If its working why are we still getting a high bill from ******* and ******??? Also, BBB should look into their FB pages and other social media, see how many complaints this company has and how they are scamming people. The best solution for us would be for this company to come get their solar panels from our roof and our contract to be terminated. This has been a breach of contract for over a year.

Sincerely,

***********************************
Business Response
Date: 06/28/2023
Thank you for your feedback, ***************************************. Sunnova has provided the feedback that the solar system is working as it should and no credit would be applied at this time.
Customer Answer
Date: 07/01/2023

Complaint: 19987846

I am rejecting this response because:
This is incorrect information that you are stating. The stairs not working and we dont get a break down of the bill. We just get an email stating what the amount is going to be. The last bill was $169.80. And we are still using ************** Explain that
Sincerely,

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

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SunStreet Energy Group, LLC is NOT a BBB Accredited Business.