Business Profile

Solar Energy Design

Sunnova Energy International Inc.

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This business has 2 alerts

Pattern of Complaints

Complaints

This profile includes complaints for Sunnova Energy International Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,696 total complaints in the last 3 years.
622 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/26/2024
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.
I have been leasing a solar system from Sunnova Energy Corporation since 2016. Recently, I exercised my option to purchase the system. I contacted them and I was told the buy out price was $13,331 ( I have a voicemail from the Sunnova agent indicating this price) As per our agreement, I sent Sunnova a check in the amount of $13,331, which I believed to be the full purchase price of the system. Sunnova cashed the check in July 2024. With the check, i joined a letter requesting proof of receipt and transfer of ownership of the system.Despite repeated requests, Sunnova has not provided written confirmation of receipt of the payment or documentation confirming the transfer of ownership of the system. I contacted them again today, and they are now claiming that I owe additional sum, despite having already accepted and cashed my payment in July 2024.Complaint: I believe Sunnova is acting improperly by (1) accepting payment and failing to provide the necessary documentation to confirm the purchase and (2) making a retroactive demand for additional funds.I have made good-faith efforts to resolve this issue directly with Sunnova, but they have been uncooperative. As a result, I am seeking assistance from the Better Business Bureau in resolving this matter. I would like Sunnova to:Provide written confirmation of the receipt of my payment and the transfer of ownership of the solar system.Stop making further demands for additional payments as they requested $13,331 for the buy out and accepted the payment at the time.Documentation: I have attached copies of the relevant documentation, including:1/ voicemail transcript from Sunnova showing $13,331 amount (i have the actual audio but can't download it.)2/ print screen of the Sunnova website showing the credit they took of $13,331
Business Response
Date: 09/05/2024
Sunnova has updated your account status and sent the buyout letter receipt, confirming your payment of $13,331. The customer has indicated that no further assistance is needed at this time. Sunnova will await any additional feedback or questions and will provide further assistance if required.
Customer Answer
Date: 09/05/2024
Better Business Bureau:

This letter is to inform you that Sunnova Energy International Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/26/2024 and assigned ID ********.

Regards,
Initial Complaint
Date:08/26/2024
Type:Product 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 solar system broke on 4/22 and was repaired on 6/19 between these dates sunnova felt it was ok to estimate my bill. The estimated amount alone was ****** per my contract ( If (i) the System is off line for more than seven (7) full twenty-four (24) hour days cumulatively during the Term You will not be charged for the System being off line due to Sunnovas fault or grid failure.) (pg 5 paragraph D). The fuses blew leaving my system dead. It was not producing any solar power and I in turn had to pay my full electric bill during this time. I have been actively trying to rectify this issue since June the system has been repaired but I as of 8/26 have not been reimbursed. I have called and it has been given to an escalation team which called me 2x (8/7 and 8/824). I have been literally lied to repeatedly trying to get any answers telling me the customer service cannot transfer a call, departments dont exist even after catching them and admitting their lies (on 8/26/24 the customer service person admitted he would be fired to admitting he could transfer a call) they continue to lie. I want them to abide by my contract and reimburse me. This company needs a complete overhaul on the basics of running a business . There was also a mistake made on the contract holding me to it when I was given the incorrect information and they now are asking me to pay ****** to change it to the original contract I was told . I was unaware of 2 different contracts existing for leasing one a fixed monthly's fee and the second a variable fee based on kWh production. Even though there were changes monthly I thought it was part of the netting plan. I am now paying upwards of ****** a month when the fixed rate was supposed to be ****** per month this includes a 10% ACH payment discount. I am on a fixed income and it is becoming very hard for me to afford I did this to save money not for it to cost me more.
Business Response
Date: 09/09/2024
Sunnova apologizes for any concerns regarding the system's contract type. Your case handler is currently working diligently to gather more information about changing the contract to achieve fixed monthly billing. We are also reviewing whether the $250 processing fee can be waived. Your case handler will reach out with an update once available.
Customer Answer
Date: 09/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

Regards,

To Whom it May Concern :

I am contacting you in regards to my case being closed due to the lack of response on my end. I did not receive any communication from your office regarding this matter until today. When I went in to check on this new email I received on 9/25/24, I saw that there was an additional email from you on 9/10/24 , which I did not receive. I have checked my in my in-box, trash and junk to no avail it seems I did not receive this from you, and because of my lack of response you have closed the case.

I will fill in the blanks at this point, since last speaking with a representative from your office I got a call from Sunnova regarding the issue of the contract change. Briefly after talking to a representative from your office. I explained that Sunnova had offered a resolution to the matter of my estimated bill for a period of time when my system was in disrepair, but I was not in agreement with the amount but they then changed from asking me if I was ok with the terms to its already being paid to you in your next bill (9/24), and they could not do anything to change it. So I realized at that point they in actuality werent calling to ask me anything but to tell me what was being done.

At this point of my conversation with the person from your offices it was discussed that the issue of the contract change was not being taken care of and that I should wait for your offices to contact me seeing if the issues were resolve. Also if Sunnova would contact you regarding any of this since at that point they had not contacted you. When I received this communication I was told to say no the issue wasnt resolved and to write a rebuttal explaining why, for the issue that I was in disagreement with, the amount and two the second issue of the contract change was not even acknowledged by Sunnova at this point.

Soon after this conversation with your office I received a call from Sunnova, Case-******** being taken care of by **** ******. This was the response to the change in contract and the ****** fee they originally told me I would have to pay to make the change. This is still an ongoing issue that I am currently dealing with. This issue has not been resolved as of yet.

Unfortunately I have also uncovered further issues with them. The first being I have never received a 10% discount on my bill for having ACH payment through my checking account, this is contractual, but has not been upheld on Sunnovas end.
Also while trying to do some calculations on line using my production data I saw it had suddenly been changed . All the monthly /daily production amounts were different. This affects my monthly billing and also the calculation of the amount owed to me because of the estimated amount I was wrongly charged. I brought this to Sunnovas attention and once again was told by **** this time it wasnt his department he couldnt do anything so another escalation of the matter had to be done to try and get answers. So Im trying to get this resolved.

I am not sure what to do at this time regarding your offices closing my case. The issues with Sunnova are not resolved as of 9/26/24. There are actually more issues realized at this time because of the original issues.

Business Response
Date: 10/08/2024
Sunnova apologizes for any inconvenience this situation may have caused. At this time, our internal team has confirmed that two separate emails have been sent to the email address on file ********************** one copy will need to be signed by the primary signer (*******) and the other by the secondary signer. This is required in order to proceed with the contract adjustment. The case handler has attempted to reach out on 10/07, and will continue to follow up to collect signatures.
Initial Complaint
Date:08/26/2024
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.
Two ******* in a row, I have been alerted to a work order on my home solar system being issued and a service appointment needing to be scheduled to address it. Two ******* in a row, I have rearranged my schedule to accommodate letting someone into my house for an appointment date and time that was confirmed, and HAVE BEEN STOOD UP FOR MY SERVICE APPOINTMENT BOTH *******. Last year I requested a reschedule and someone to get back to me to explain their no-show, and never heard back from anyone in response to my calls or emails. This year the same issue is being detected - no surprise since they never followed up last year - and I have now had to call into them four times, sent an email both to them and their affiliate ******* and neither has been answered or even acknowledged, and nothing is being rectified. I have asked repeatedly for a supervisor to call me back and for a rescheduled visit to my house to be rescheduled immediately - Saturday I was told a supervisor would call me back and no one did; today I was told they would not put me in touch with a supervisor nor would they guarantee one would get back to me. They said they saw me on the schedule for 9/19 - a date that was not communicated to me in any way and also that does not work for me - and again, no one is acknowledging the waste of my time with the missed appointment or escalating getting someone out to my house in response to this. I want a call from a supervisor, I want someone out to my house to address the system issue within the next two days, and I want some form of compensation for the days and hours I have wasted between last summer and this waiting for service people who never show up and calls that never get resolved. I constantly get calls asking to recommend Sunnova to friends - at this point not only would I not recommend, I would actively advise against them based on their total lack of customer service and follow through.
Business Response
Date: 09/06/2024
Sunnova apologizes for the inconvenience and frustration caused by the missed appointments and lack of communication. Following the service validation, we have confirmed that the system is now producing and communicating as expected, and no further action is needed. We had previously completed a production review and issued a credit of $49.31 to the customer. ********************** will await any additional feedback or questions and is available to provide further assistance if needed.
Initial Complaint
Date:08/25/2024
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.
- Advertised to me that 2 months would be free - Increase in electric ************** panels
Business Response
Date: 09/09/2024
Sunnova apologizes for any concerns regarding the salesperson's tactics. The customer was informed that we can only investigate the coverage of the first two service periods if they provide documentation of these agreements. Currently, our collections team has arranged a payment plan to address the existing balance on the system.
Initial Complaint
Date:08/24/2024
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.
Sunnova installed solar panels on my roof and caused the roof to leak into a room in my house, causing mold and water damage. I filed a case with them in January 2024 and they still have not approved the problem to be fixed. It took months for them to do anything. Finally they admitted to causing the leak and told me to get quotes to get the problem fixed. I provided 2 quotes to them in mid June 2024 for their approval. After repeated phone calls and emails, they continue to ignore this important project. Both quotes were only active for 30 days, now it has been 2 months. Please encourage them to approve the completion of this repair. The rain is coming again soon. Thanks.
Business Response
Date: 09/17/2024
Sunnova apologizes for any inconvenience revolving the roof damages currently present. The lead quote has been approved for ServPro to begin interior repairs under FSL-WO-**********. Your case handler will follow up to ensure these repairs are completed.
Customer Answer
Date: 09/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

They fixed the leak but the repairs are not completed yet.

Regards,

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

Business Response
Date: 09/25/2024
Sunnova apologizes for the delay in completing the customer's interior repairs. Our records confirm that Work Order ********** is assigned to ********************** to complete the following repairs, mitigation and mold remediation & interior repairs. The vendor is in communication with the customer to establish a service appointment, the case handler will continue to provide updates and be in communication until the concerns are resolved.
Initial Complaint
Date:08/24/2024
Type:Product 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 had called the customer service number to pay my August payment as I was on auto pay and the funds didnt transfer in time. I asked the *** multiple times if I make this payment that I will not get double charged as I was on auto pay. To get an answer was a struggle but then when I asked to speak to a supervisor I finally got the answer which was no I was not going to get charged twice. Come to find out the next day I was charged twice. I called back to get a refund on one of the payments and was told that a case needed to be created and now 4 days later since they charged me twice I call back to see where my refund is and they are stating that it is under review if I can even get the refund. This is ridiculous that I asked multiple times before making a payment and the *** even tried doing the payoff amount when I said i wanted to make the August payment. She stated oh you want to pay off the 42k I said no mam I want to pay the $237. Then she finally understood and charged me and assured me I would not get charged twice which was a lie. Why should I be penalized for something that I confirmed before making payment.
Business Response
Date: 09/06/2024
Sunnova apologizes for any concerns regarding the monthly payments. A refund of $237.77 has been issued and is internally recorded as successful. Your case handler is reaching out to confirm that the refund has also been reflected in the customers bank account.
Business Response
Date: 09/06/2024
Sunnova apologizes for any concerns regarding the monthly payments. A refund of $237.77 has been issued and is internally recorded as successful. Your case handler is reaching out to confirm that the refund has also been reflected in the customers bank account.
Initial Complaint
Date:08/23/2024
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.
Solar panels and batteries were installed by Sunnovas contracted installation company, Sun Energy, and due to their negligence during the installation process the batteries have never been able to hold charge. The system was turned on despite not being installed properly and I have been paying for months for a faulty system. Numerous work orders have been created over the course of six months asking for new batteries and each one has been ignored. Each time I call to follow up I am told the same thing that someone will look into my work order and contact me but no one ever has.
Business Response
Date: 09/06/2024
Sunnova apologizes for any issues this installation may have caused. Our operations team has confirmed that the battery has been ordered and is expected to arrive early next week, with installation scheduled by Thursday, 9/05/2024. Your case handler will follow up to ensure that the service is completed and the customer's concerns are addressed.
Customer Answer
Date: 09/12/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

They have not been able to give me an order confirmation that the batteries have been ordered and installation of the batteries was not scheduled by 09/05/24 as stated in their response.

Regards,

Business Response
Date: 09/14/2024
Sunnova apologizes for the service delays revolving your battery installation. Our records confirm that Sunnova's vendors, Sun Energy have been assigned to the current work order (FSL-WO-0001280753) and their account manager has confirmed that the battery has been ordered. Your case handler will follow up once we have more details on the battery, or once the service report is provided.
Customer Answer
Date: 09/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

I still have not been given any verification from the company that batteries have been ordered or been contacted to schedule an installation date. They have made no progress in six months to get this problem resolved and have also not responded to my request for a new installation team.

Regards,

Business Response
Date: 09/30/2024
Sunnova apologizes for the service delays revolving your battery installation. At this time, we are requesting further details with Sunnova's vendors, Sun Energy, in order to complete the battery install under work order (FSL-WO-0001280753). Your case handler will follow up once we have more details on the battery, and will continue to reach out to the vendor's account manager. We appreciate your patience during this time.
Initial Complaint
Date:08/23/2024
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.
Weve had (leased) solar panels for 5 years w/ Sunnova. Contacted them in March w/ concerns about a squirrel nest under the ******** potential damage it was causing. Regular phone ************** w/ no help. In May, they finally quoted us for a critter guard, $2,200 (no mention of the nest removal or roof). This unexpected expense wasnt something we felt we should be responsible for, as we are on leaseand also the significant delay in their action. We were told leasing options were covered for ********************** Never mind the expense, which was another concern for us. In the end, we caved & paid Sunnova $2,200 to install the critter guard, as we just wanted the issue resolved & to protect our roof. It took another month to get an appointment on 7/18. I took a morning off of work for the installation crew to be a no-show! No call. They finally came on 8/14. They spent most of the time in their trucks. After removing the squirrel nest, there is damage to my ********** now been left exposed w/ no shingles. They left w/out even installing the critter guard. They said it was too time consuming, but they had spent the majority of the appointment in their trucks. I was advised to try to somehow coordinate a roofer & the solar company to come back. Sunnova requires that their team remove panels. If an outside party handles it, the warranty is terminated. Im left w/ an exposed roof (another expense for ***air that could have been avoided), potential further damage & a $2,200 hole on my wallet w/ no critter guard. Ive called daily since the 8/14 appointment pleading to have someone come to remove the panel & allow access for the roofer w/ no help. No theyre saying well be responsible for the cost to remove the panel for the roofer. We want our roof ***aired ASAP & want the critter guard that we paid $2,200 in May to be installed. At no time during the purchasing process did our *** mention the potential for squirrel nests & the option for a critter guard.
Business Response
Date: 09/06/2024
Sunnova apologizes for any issues this may have caused. The critter guard service is currently in progress, with a planned service on 9/5/2024 from 7:00 to 10:00 AM. During this service, the critter guard was installed around the skylights in the middle of the array, and all 25 optimizers are now communicating and producing as expected. Your case handler will address any questions while we remotely validate the systems production.
Business Response
Date: 09/06/2024
Sunnova apologizes for any issues this may have caused. The critter guard service is currently in progress, with a planned service on 9/5/2024 from 7:00 to 10:00 AM. During this service, the critter guard was installed around the skylights in the middle of the array, and all 25 optimizers are now communicating and producing as expected. Your case handler will address any questions while we remotely validate the systems production.
Customer Answer
Date: 09/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
Although the critter guard has finally been installed, Sunnova was not helpful in regards to the hole in my roof. Ive been in constant communication with them since March with concerns of damage to my roof due to a sizable squirrel nest.
Five months later, the hole was discovered during the critter guard installation. The damage that occurred could have been avoided had Sunnova addressed the issue back in March. Additionally, they wanted to charge me another $983 to come and remove one solar panel for repair. Another huge expense, with an additional sizable expense to repair the hole. All of which could have been avoided had this been addressed back in March. It is unfair to expect the homeowner to be responsible for all of the expenses due to damages that were not addressed for a significant length of time.
This company has extremely poor customer service, which I have experience firsthand with over 50 phone calls and countless emails. Questions are never resolved in phone calls and issues are not resolved with requests.
Regards,
***** Marie **********************************
Business Response
Date: 09/19/2024
Sunnova would like to clarify Complaint ********. The customer requested a critter guard quote on 1/25/2021. The work order, FSL-WO-**********, was assigned to the customer's installer, Trinity **********************, to provide this quote. The customer declined the quote,and the critter guard Case-******** was subsequently closed.

According to the customer's ********************** agreement, page 3, section 3, it states that the customer must "keep the panels and modules clean, pursuant to the Limited Warranty and the Solar Service Guide (as defined in Exhibit 2) and protect the System from animals and infestation."

On 8/19/2024, the customer requested a temporary removal and reinstallation due to a hole in her roof. On 8/23/2024, she was informed that the Temporary System Removal quote would be an out-of-pocket expense. The case handler presented a quote of $1,218.00, which was ultimately declined as the customer requested a free Temporary System Removal.

On page 22, section 4, the solar agreement specifies that "You agree that if (i) the System needs any repairs that are not the responsibility of Sunnova under this Limited Warranty, (ii) the system needs to be removed and reinstalled to facilitate remodeling of your Home or (iii) the system is being relocated to another home you own pursuant to the Power Purchase Agreement, you will have Sunnova, or another qualified service provider we approve, at your expense, perform such repairs,removal and reinstallation, or relocation on a time and materials basis."

Given the escalation of the complaint, Sunnova offered the customer a 20% discount on the Temporary System Removal quote, but this offer was declined. Unfortunately, Sunnova is unable to provide a free Temporary System Removal.
Initial Complaint
Date:08/23/2024
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.
Sunnova shut off my solar panels on May 1 2024. They say they are waiting for a part and are unable to turn them on. However they keep charging me monthly and claim to have no idea when this will be resolved. Also I am now paying for my electric. It has been very unclear as to how I will be reimbursed. The workers speak poor English when they call and can never get me a supervisor when I ask
Business Response
Date: 09/06/2024
Sunnova apologizes for any concerns regarding the system's production. As of 9/03, our operations team has recalled the work order because our technicians were able to remotely troubleshoot the system. We are currently validating the system remotely for a few days to confirm if there are any alerts related to production or communication. Your case handler will keep you updated throughout this review.
Initial Complaint
Date:08/23/2024
Type:Billing 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 submitted multiple cases with no solution. When i call i get the same scripted answer. I had one voicemail from someone saying my system is now working and communicating. I am paying for a system that is not working properly. My problem is that apparently my system stop working on July 31st. I wasnt notified, emailed, called, text nothing letting me know at all! I get a call from someone at ******** on the 8th of August stating that they will have a technician come out on the 21st to look at the system. I didnt ask any questions because i thought they were doing an upgrade or something. I didnt know it was because my system wasnt working. The next day a technician from ******** or sunnova stopped by my house and tells me he is changing out the box because my system hasnt been working since 31 July. This is the first time Im being notified and this person was not scheduled to come to my house at all! He changes out the system or inverter and leaves. I get on the phone and call sunnova only to be giving scripted answers and being told that my system isnt ********** very upset that i wasnt notified at all when my system stop working. Im also upset because Im paying for this and getting the run around. Another technician from Sunny Mac came to change out the inverter again on the 21st the original appointment date and i had to tell him someone just did that on the 9th. When i go to their customer portal or app all i see is estimated data. During this time my system isnt working, i used more electricity and now my electric bill is double of what it normally is. They keep giving me this scripted answer about looking at my system at the end of the year and if its not producing properly then they will issue me a credit. There is a communication problem between sunnova and the installer as well. Why do i have random technicians coming to my house? Why would they schedule someone to come out and month 3 weeks later if my system wasnt working at all?
Business Response
Date: 09/06/2024
Sunnova apologizes for any issues this installation may have caused. Our operations team has confirmed that the battery has been ordered and is expected to arrive early next week, with installation scheduled by Thursday, 9/05/2024. Your case handler will follow up to ensure that the service is completed and the customer's concerns are addressed.
Customer Answer
Date: 09/10/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

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Complaint statuses

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