Sunnova

We have had the system on our roof for one year now. The sales department was great, quick and easy installation. But after having it for a while and seeing our bills and the constant fight with DWP the solar co. has been no help. There customer service sucks!!!! They told me to call DWP if I had a problem with the bill. They do not listen or call you back. I really need help with getting thru to them that they are over charging me for the service, it does not cover my bill and I am still getting charged from DWP. I am actually paying more now then before we go solar. So I say it is a rip off I would not do it again. If I could take it off and throw it in the alley I would.

I have true up each year besides PGE bill and $122. a mo to Sunnova. The true up is 1500, dollars a year. It is from PGE for electricity used but not covered by solar. It is awful. Isn't there a way out of this ?

They take a long a long time ( setting dates after previous visits) to get things set up , actually the structural part was set up but the hookup takes a while and our yard looks like crap thanks to them. its been over 2 months maybe three we nave been waiting for them to finish the job. They show us a rating off five stars from their brochure. The people that set up the panels were very kind, but it's all a matter of tome when the inspector gets there to approve the work which is about a months wait another crew shows up a couple weeks later to install panels boxes for electrical. Were still waiting since early April it is now July.

I have had no training on the system or how it works, I have no account number with which to set up an online account.

Install of the system from V3/Sunnova went fast and easy. However, once I got the go-ahead from PG&E to operate, it worked for a day, then I guess it stopped. I had no idea and it took Sunnova 4 weeks to contact V3. Customer service at Sunnova was completely lacking and all I got was that the development team was fixing bugs with the app. I got it working again, but a day later it stopped transmitting data, but still generating power. Billing.. I have no idea what is going on. As of now, if I were to get solar panels again, I'd go elsewhere. The only reason I'm giving 2 stars instead of 1 is the install and set-up was good.

The sales agent was wonderful and explained the entire process to me various times. He was also available to take may calls at any time and was good about returning my calls. When the installation began...I could not get any responses and Sunnova and the process is still ongoing even though I have already received Permission to Operate from my electrical company. On a side note, the technician that came out to install our system was wonderful & informative as well. For a company that doesn't seem to be able to get things done in a timely manner, they certainly do hire great representatives!

We purchased our home in August 2017 and assumed the Sunnova lease with 23 years remaining. We’ve been satisfied with our system production, which generated enough credit with National Grid to carry us through last winter in the northeast with no electric bill and reasonable lease payments. But our system stopped working around April first. I didn’t realize it until early June because we were drawing down credits and I wasn’t paying attention. I called Sunnova and was told they knew I had a problem and there has been a ticket open since April 17th!! I’ve since emailed them twice and got a single response saying a technician will be contacting me. They’ve known I’ve been down and have had a job ticket open for two months and no one has contacted me! Two stars for system performance, but very disappointed in customer service.

For the past week or so now I’ve been trying to get in contact with them about my bill. Seems like when I call it says there busy and I could wait on the phone or press 1 for someone to call me back. I’ve done both and still no response. So my question is I get an email stating I’m enrolled in the auto pay and every month on such n such date it’s going to be taken out my bank account. It still hasn’t been taken out. Then like I stated I call customer service and there’s nobody there to answer my call. My solar came with the house when I bought it. Had I known I was going to be dealing with B.S I wouldn’t had agreed to it 😡😡.

My system has been down for a month and a half, I have called multiple times, talked to many reps and a supervisor, was promised a return call from all of them and never got a one! I'm still waiting for my work order to be scheduled, even though it was "expedited" 2 weeks ago! Highly frustrating customer service. I just want my darn panels fixed!

Took much longer to complete before it actually started to produce

I'm in the process of refinancing my home. Turns out even though Sunnova in their on-line adds say the do not put a lien on your home they do. It is called a UCC (Uniform commercial Code). This stops you from selling or refinancing your home without Sunnova being involved. They will lift the UCC for thirty days but it cost us $300 to do so. While this is pretty irritating in itself and a rip-off. It got worse, they were notified of the refinance 3 weeks before closing but failed to follow up and the invoice arrived the week of closing. Of course they do not take credit card payments, mailed checks only for this. So closing got delayed, more daily interest charges and we wait. I understand the need to protect their equipment on our house (we lease) but in a refinance nothing changes. Silly rip off and if they want to protect their equipment with a lien (UCC) why don't they pay to lift it for 30 days? Oct 9 Well it got worse, after three customer service people and one supervisor told me the $300 dollars is pass through money, that it all goes to the county to lift the lien and reset it 30 days later. I decided to check with the county and they charge a maximum of $40 for lifting and dropping it back on. So where does the other $260 go? As I guess into the pockets of the company, I'm sure they are not paying any employee $260 to call this exchange in. As I suspected a rip-off, since I'm not expecting a refund of $260.

being able to tall to customer service is next to impossible.you are told there are several callers ahead of you, do you want to be called back which did't happen or stay on the line which lasted over 2 hours then disconnected. can't find anything out about case # 02328603!!!!!!!!!

My experience has not been a positive one. Initially, I had a great meeting with the consultant. He was informative and knowledgeable while presenting things in a direct way. Install began in June and seemed to be going great, until they came without parts necessary to complete the job. They made at least five to six other appointments to continue install. I was able to accommodate because I have summers off work, but if not for that, I would have had to miss work on numerous days. I was told October 23 my system was operating and turned on. Two appointments later, my system was still not properly working and we are now in December. Had I know this is the way the process was going to go, I probably wouldn’t have switched to solar with Trinity. Communication wasn’t great towards the end of the process either.

Having issues getting switched on.Everything is set,theytell me to turn it on,then in an hour,they tell me to turn it off again.Now there is mysterious paperwork that needs to be signed,but no- one knows what it is.Waiting for a return call.I am losing patience.

sit back folks...this is not for the faint of heart. The whole process took over a year. First I signed a PPA with Sunnova in December of 2018 through Solar Wells. After 3 months, the whole thing went dark and I lost faith. So I switched to Infinity/Sunnova after I was told they'd have solar on my house in 30 days. They ran a new credit check and that one failed although I was in the high 600's. . So I had to find a co-signer. I later found out by own research that a loan option was available so I had them redo the paperwork for a 3rd time and my credit went through Ok. what a pain. Anyways...flash forward to end of July (for those with calculators out, let me help you....from a May 9th signed contract to end of July is NOT 30 days). Meanwhile, my electricity bills are averaging $600 since I wasn't under contract thinking my solar is coming in. As others report, a third company entered the scene to do the install. They showed up, promised to finish that day...left a couple hours later though....everything laying out. The team didn't want to do my high roof (um, that was a known factor!). A new team eventually showed up late on the 2nd day. Left pretty late...stuff still laying around my drive way and backyard, and not finished. Didn't come back. Meanwhile my HOA called to say they didn't have approval and was issuing a cease. My rep went dark. I never could get an update. So while I was actively involved in getting HOA on board, ppl would show up to do something on my system, say they didn't know what was going on and leave and noone else would tell me what to expect next. Remember all that stuff in my driveway etc? Well I pointed it out to one of the guys who came through and he didn't know what it was for so he took it back to Dallas. A month later, a crew showed up from Dallas on a Friday asking for the "stuff" to finish installing. Um...yeah, that stuff is in Dallas! Took another 3 weeks for them to find it and come back. I had to get very involved with understanding the process. I got ahold of everyones emails and cell numbers and had to start getting everyone on the same page. So meanwhile I found out that HOA had approved a design from the previous Solarwells team that had panels on my garage instead of the front of the house. The team confirmed that design was better anyway since my oaks would be covering those panels soon. so the reissued another design that mirrored the one done previously..and used the HOA approval that I ALREADY HAD FROM JANUARY...and the whole confused, unmanaged install process started all over again where they relocated my panels. In the process, they patched my roof and its horrible. This is still an open issue. It took until end of Aug for a PTO to come. But I JUST got an email from Sunnova that my PTO came through and my system was in place. JUST. The installers pretty jacked up the rest of my roof as well. Insurance declined fixing it. And this is the short version of the story. Can't spend the time to put everything in here cause I have a job. Thanks for reading :). The End.

Nice and polite, but so far I am not getting consistency on power and there is not enough power as I was told. I have to many words to say about what I was told I would have VS. what I have today. No good words to say for now unless ION or SUNNOVA can get me what I was told before they start to bill me. Power is low , not as How I was told. So Far bad product and service unless they make a change.

It was a slow process smh. A lot of issues

Well with our high electric bills we decided to go solar and thought we would be saving. Farthest thing from the truth in fact our annual TrU Up statement from PG&E has consistently been close to $5000 yearly. No savings at all here in fact we are paying the same as if we did not have solar. Biggest mistake ever. And Sunnova has been zero help the times I have called. Nothing like not doing the homework and being stuck in a worthless solar lease.

I like the savings . I don't like the way I have been treated regarding my contract. I have been put aside, like it doesn't matter.

Trinity Solar is great to work with especially salesman named Kyle. Sunnova was uncooperative when we tried to cancel & their customer service was rude/terrible.

Customer service is the worst! What a joke! The person can hardly speak english making it even more difficult when calling in. After three calls to address my issue over three months with no results I asked to talk to a supervisor. Was told they would call back as soon as I got of the line with the representative I was talking with. No call back was made to me. Good luck if you ever have any issues that need to be resolved.

I signed up in October 2019. Waited to January 2020 for install where I was pressured to add panels. I still don't have solar power Sept 2020. There's been @50 wrong contract updates from them delaying my service. I can't recommend them.

The panels have not functioned properly since mid-may. After calling every two weeks for 3 months and hearing the same empty promise I was finally informed that as well as a case number a work order had been created. about 3 weeks ago I was told that the job had been assigned and I would hear from them within a week. No word yet, and for the best part of 5 months the panels have produced 0 electricity. Of course, I am still making the lease payments.

I want to pay off my solar panels. I contacted Sunnova to get the bottom line owed. They came back with a figure that was $7,000 more than the what I showed. They then produced an initialed contract that I do not have in my Sunnova file. Asked to speak to a supervisor and as some of you already know, I’m still waiting. I’m still going to pay it off but after you become a customer dealing with this company is useless.

Wish I could say this is a great idea to invest in this company. Unfortunately they have done very little for support and service. They are great at coming and doing the sales process. But I sit here with half of my solar panels not working, NONE of my batteries working and any phone call dead ends at "we'll call you back with your appointment date" that was 3 months ago. At the point where my lawyer is probably going to get involved. Don't trust this company and their false promises. They will pay for the good reviews.

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 .