Sunnova

We bought a house in April 2022 that had a Sunnova solar system installed. Per their agreement, the sellers of the house had to pay them off, meaning we own the system after signing. It is now August 2022 and we still do not have an account on file with Sunnova. We (and the sellers) have started the process to switch accounts months ago. The worst part is, I have to keep calling Sunnova and then they ask for more and more stuff; they are never proactive and reach out to us. I just called again today and they told me that despite submitting everything required three weeks ago (finally), the transfer still hasn't gone through and it will take longer. So now I have to wait an unknown amount of time (because they wouldn't give me a time frame) all while having zero idea if my system is even functional. I am thankful I won't have to send a penny to these people, but I am terrified of the day I ever need service because I can already tell it'll take weeks. I highly recommend looking into another company.

I had a very positive experience with all workers assigned to my project. It started with my first appointment that explained the presentation, was advised of all necessary appointments, all necessary paperwork filed with the township and electric company. Notified I'm advance of all scheduled days work would be done. I'm addition, thete was a person assigned do me due answering any questions and/us concerns that I gas along the way. Ya a side note, all Pamela were installed I'm one day.

From the start my rep was super involved and laid back, I explained my situation with an insurance claim and he was working with me every step of the way. Christopher R never pressured me to move any faster than I felt like moving forward. The day came that my claim was dropped and everything was on me, he worked very hard to find me the best deal on a roof and was very transparent on the costs, I could say enough good thing about he approach and the work he did for me. The day came for the roof and solar to be installed. Absolute professionals, worked quick like a well oiled machine. The roofing crew left my yard cleaner than when they started. The solar crew came a few days later. They did an amazing job, im very picky and im satisfied with how clean the install went all the way down to the conduit being ran through the roof and out the soffit to the contactor. When I saw the level on the contactor box knew these guys were awesome. Very knowledgeable crew they even showed me something in my panel that wasnt quite right previously done and how to correct it. The engineers decided that bracing was needed. The guys came back and knocked it out, they asked if I was planning to turn the attic into a room cause they would adjust the bracing to accommodate that scenario. All in all I couldnt be happier with my sales and installers. The system is operating now but the weather hasnt been great to see the actual performance.

BUYER BEWARE!!! I purchased a new construction home that included a Sunnova PV solar system. While the home was being built, their customer service called with annoying frequency (it was under construction, so they had no information to pass); if I didn’t answer the call (I have a job), they would insist, calling sometimes hourly until I picked up and listened to them reciting their scripted remarks. After we took possession of the home, the frequency continued, though the message changed—awaiting permission to operate from your utility company…” However, they stopped calling with that regularity just before the 90-day mark, when they sent the paperwork to request permission to operate…yes, it took 90 days for them to prepare the form. Then, they went silent. When I called to get an update, they started fabricating stories. One time I called, they said they that everything was ready and they were just waiting for final permission to operate. On another call, they said that their inspector had been out and there was a note about a placard missing from the system (I have security cameras and it had been nearly 2 months since the last visit of a Sunnova person)--I asked which placard was missing, then while on the phone, I went to my system and read that placard to the rep and every other one posted there (about 10-12 in total)--then, I went to an earlier section of the community to look at the placards on their systems which had been active for months to compare with mine and none were missing. The tech said that there should be nothing preventing my system from being active in the next 1-2 business days. Hearing nothing, I called again and was told that they had no record of a missing placard or of my call 2 days earlier, and that they were still waiting for the electric company inspection. Finally, I called the electric company myself, and learned that Sunnova was informed more than a month earlier that irrigation valves had been incorrectly placed, preventing them from permitting us to activate the system; the electric company forwarded me a copy of their email to Sunnova informing them of the issue. When I called Sunnova, they started the placard story again. I told the representative what the electric company had told me and she changed her story, then said that she wasn't supposed to discuss this with homeowners because it was between Sunnova and the electric company. At that point I reminded her that they were working on my behalf, that she was misinformed to think that I wasn't permitted to be informed about THE SYSTEM I PURCHASED FROM THEM, and demanded to speak to her supervisor. In the end, I coordinated with my builder to correct the placement of my irrigation valves (and the irrigation valves for the other 18 homes built in my phase of our development) and was granted permission to operate within 2 hours of submitting photos showing that the problem had corrected. Sunnova did absolutely NOTHING to resolve the issue and had never contacted the builder to tell them that there was an issue; they had their $27k from my installation and didn't care whether my system was ever turned on. Bottom Line: DO NOT BUY SOLAR FROM SUNNOVA!!! You'd be better off buying the panels on your own and hiring people from the parking lot of your local box store to install them--you'd have the same level of service, but at least you wouldn't have paid top dollar for it! If you are stuck with them for whatever reason, don't trust a word they say, speak to the electric company yourself, and push them or they won't move.

LACK of COMMUNICATION & UNDERSTANDING from start to finish! I CAN NOT recommend solar energy . I am now paying 4X’s more for my electricity than I did b4 I signed to renewable .

Very professional and prompt attention Very hard working crew who conducted the install All staff I dealt with were great!

There should be zero star option. Worst company to deal ever with. I have system installed by Suntuity, who is also their warranty service provider and they buddy-buddy to to put customers in a black hole. It took Suntuity over a year to make system working after putting everything in place. However the backup battery was not working as I found out during power outage end of March. Going back and forth with Suntuity and not getting anywhere, I contacted Sunnova on April 18 to let them know that the system is not fully operational. Regardless, completely ignoring me, they started charging, no number of calls or emails made them to stop. They said they will give me a credit once they determine the problem. After number of emails and phone calls on June 24 they finally setup the service visit 7am-10am. On the very same day I checked my account on the portal and it said 1-3pm. I called them and they said indeed it is the latter one. I told them that I will not be able to be there, and I will be back home at 2pm. It didn't matter, tech showed up 1:15pm, didn't wait, and I was told later that it was too late to contact him. After way more aggravation, took them 1 month to reschedule the visit. You can't do it on the spot, they need to contact management. Today is the day (July 25), tech didn't show up, they have no clue, or contact with the tech, their solution is to inform management. Moreover, they will not call me back, I was told to call to find out, and can't have a phone number to manager. In the mean time they refuse ti give me any credit. If you go with Sunnova, expect to pay and be treated like you don't exist.

The guys that came to do the installation were all very very professional and polite. As for Lona the lady who sold me the solar panels, she does not answer my texts/questions anymore since she already got my business. Sad!!

Great knowledgeable and professional representative. Prompt response to questions. Good follow-up and monitoring of accounts

Panel caused a leak in my roof. Instead of 3-5 days to get a response to my claim, it took 12 days and only because I called to get an update after having escalating the case a week prior to no avail. My warranty expired (only 1 year apparently) and now I have to wait 1 to 2 weeks to get a quote to have someone remove the panels while the roofer does the necessary repairs. Still no resolution and no end in sight.

DO NOT LEASE SOLAR PANELS FROM THIS COMPANY!!! I'm 3 years into a 25 year lease contract with this company. The sales rep convinced me that the way this works is that at the end of my 25 year lease WE WOULD OWN THE SYSTEM. He told me that. He told my sister that about her system. He told my parents that about their system. The lease agreement states that the panels will be REMOVED if we do not choose to renew after 25 years! Also, I don't remember the logic about this.... but the rate is set to increase every single year regardless of what the utility company is doing. So you're STUCK with their high rate at a certain point. You have panels that are going to degrade year by year, but you have to pay MORE year by year to lease them. Finally, if I sell the house... I AM STUCK unless the buyer is willing to assume the rest of the lease agreement. THIS IS AN ABSOLUTE RAW DEAL!

Their representative Casey S was very good. Answered all our questions very clearly. The installation was fast and professional. We would recommend this company

Wilson was very knowledgeable regarding they system and answered all of your questions! Install of battery, panels and breaker box was so easy and seem less. I recommended Sunnova to everyone!

they came in and did what they said they would do in a timely manor, they stayed in commutation with us. every body was very professional.

Well I don't have much to say it's that I love my pg&e bill $00000 dollar's I'm loving it my cool Air and the heat is on ❤️

They were honest. They did the things that they said they would do. They were on schedule with all of the steps to the finish line.

Customer service here is the absolute worst. I have been trying to resolve my inability to log in to the customer portal. I am in the process of getting a Heloc in order to make some home improvements at our home. I have been trying to resolve the portal issue and after contacting the customer service (joke) number I was told to call back in 36 hours and it would be resolved. After 48 hours I provided the case number and it was still not resolved and the resolution was to call back in 24 hours as the person on the line said I have to send in a request to fix it, the same thing I was told 48 hours prior. The only thing holding up the Heloc is Sunnova just like they were the only ones holding up the sale of our home. We have been held hostage by their poor customer service too many times. Whatever you do, I am literally beggin you, go with another company. You will regret signing the lease the day you sign it.