Sunnova

When we signed up for solar panel service with Momentum Solar in 2017, who was acting as an agent and with the authority to represent Sunnova as our impending solar energy provider and financier. In line with this business agreement between Momentum Solar and Sunnova, Momentum provided a solar panel removal warranty. On January 20, 2023, it was brought to my attention that Momentum Solar and Sunnova are no longer business partners and have severed ties. Moreover, because Momentum Solar and Sunnova have severed business ties, the solar panel removal warranty will not be honored. According to Sunnova, we will be responsibility for paying a contractor that you must approve to provide the work or removing and replacing our solar panels which could range as much as 8,000 or more. Sunnova is attempting to pass on this expense to their customers. Additionally, Sunnova has stated that the company who will perform the work must be approved by them. We are asking for the following remedy for Sunnova to honor the Momentum Solar Panel Removal Warranty to have our panels removed and replaced at no cost. This condition was included as a benefit to the customer Sunnova and Momentum are both listed on the contract. There is language in the contract that refers both Sunnova and Momentum as working together. Company BBB rating is C- with numerous complaints filed, not accredited. Will be impossible to sale our home to a potential buyer, Sunnova reputation will not be a good selling point. Stay away from selecting this company!!

I started trying to get my Solar panel system on my roof serviced in Dec 2021. In April 2022, a tech came out and looked at the panels and told me there were 3 broken panels. He did not know when he could get replacements. In June 2022, I called to check on the progress, and was told they had no ticket on my panels, and they would create one. I was assigned a Issue Resolution Specialist, and they some how got someone to come out. Other than that the Issue Resolution Specialist was worthless, she never answered the phone and never responded to emails. In August 2022 a tech showed up no ladder and would not physically touch any of the equipment. He said our panel was bad, but it was reporting. I got frustrated and posted another bad review, and I got a new Issue Resolution Specialist, sh was about the same, call her leave a message and no response. Email her and NO reponse. It took 2 more months to get him back out with a ladder to LOOK at the panels on the roof. New panels were ordered In early November 2022 the CEO tweeted something about their "Great Customer Service". My chastising disagreement with that assessment, got me assigned a Senior Issue Resolution Specialist. He calls every 2 weeks, and in Early January, he told me I had a repair appt on January 17th, between 10:00am and 1:00pm. No Show and No call. They are the worst Company you will ever run across

I am an existing customer of Sunnova, and I haven ot been happy with this company from the beginning 1) The sales person that visited my home told be that my electricity bill will not be over $ 97.00 per month 2) I am unable to sell my home now since the buyer is obviously much smarter than I am, read the contract and was not interested in transferring the lease. Every time I get someone on the phone they are less than helpful, they all must be from a small south American village, therefore not having any understanding of what I am trying to explain, Almost like speaking to a wooden dummy on a comedians lap. All I wanted was to help save the environment by going solar, and now I have an albatross on my home.

Been having 2 panels low on production since June. Sunnova tells you that there is no date, no estimated date they can come out, you just have to wait. After multiple calls which did no good, they finally sent somebody out mid November to only trade places of existing microinverters to verify it was not the panels. Now that the replacement microinverters arrived at sunnova, I am given date they will come out and do the swap. In fact, I am not confident they won’t end up elsewhere. Today I called to get an appointment date for installation and am told “no estimated time frame,” “as soon as possible,” “we understand your frustration,” etc. So now we are 6 months out and no end in sight. And now they have MY system’s microinverters. Today they told me there is no phone number or extension for any manager or supervisor. They will tend to it “as soon as possible.” I literally cannot speak to any supervisor or manager. Only customer service reps trained to show some empathy and use some comfort cliches. I am way beyond that. Warranty should not mean 6 months (and I fear much longer) to resolve an issue. My system is still less than a year old. I am stuck with a provider that is either unstaffed or cutting corners. If you look on BBB website you will find very similar complaints. Now I get to sit, wait, and hope they come out here and don’t use my microinverters on another project.

Jeremiah great in every aspect the rest of the team garbage many lies example saying the wait was because of safety labels being sent found out by installer they have them on truck at all times then saying installing got hurt wanted to wait another month when a got a lawyer to terminate contract someone was out next day horrible 3 mont experience would not recommend anyone to do business with this group Jeremiah did everything he said he would do installers great the rest of the team horrible customer experience

SUNNOVA IS HORRIBLE IN EVERY WAY. For starters, it took them 6 months to set up the system and get it running at our house. Their customer service is the WORST, and they NEVER return calls. All they say is, "I'm sorry, somebody will call you back in 24-48 hours"... and they NEVER do. I had to reschedule an appointment once and they never told their NJ technician, and he STILL came. What a shame. Their salesman LIED to us in 2014 and said the cost to remove and reinstall the panels in order to get a new roof would always be $500. I knew nothing about solar at that time, so that seemed normal. Now in 2022 they are telling us it is $6,350. Actually, in the past two months they have told us it would cost $4,000, $4,800, $6,100, and now up to the $6,350. If I knew that, I would have waited until AFTER I got my new roof to convert to solar. I can certainly understand the price rising from $500, but now it is borderline extortion. I filed a complaint with the BBB, only to see that Sunnova Energy already has 470+ outstanding complaints as of October 2022. IF I knew in 2014 what my Sunnova experience would be like in 2022, I would NEVER have answered the door when their salesman rang my doorbell. STAY AWAY FROM SUNNOVA ENERGY... YOU WILL BE SORRY IF YOU DON'T.

The sales representative and his supervisor lied to me about the tax credit I was supposedly going to get. Frauds !!

At first things were great, then my flat roof was leaking because Sunnova put concrete caps on the panels to hold them down, 30 pounds each. With 3 of them (90 pounds) every 4-5 feet the roof began to fall in. The caps created indentures in the roof creating pools of water under them which deteriorated the roof. Eventually my ceiling and walls had water running them, my ceiling is held up by 2x4's so it won't cave in. I have been dealing with Sunnova for almost 3 years to resolve this issue, but they just drag it out, Sunnova's engineer OK'd the roof for the panels, so Sunnova knows they are responsible for the damage. Sunnova had one of their people come (twice) and look at the roof and agreed with everything I have said about why this happened; he made a report. I had my own inspector look at the roof and agreed that the panels should not have been there, Sunnova has his report. All Sunnova say's since is they are still reviewing the situation. Sunnova attached panels to an outbuilding screwing them to studs but did not do the same process on my home, their person who came out agreed with my questioning on this.

Im very unhappy with customer service been provided to me. We request a transfer agreement on July 27th, to close the purchase of a house. She told us it will be ready between 3-5 business day. Which that’s false and continue to call for an update to find out she put the wrong email address. When I ask to confirm the email address and still have it wrong! I even gave them a different email address or ask there any other way to sign the transfer agreement. Yet nothing resolved.. I have called multiple times and request a manager which they said manager will call me back in 24hr. That was false. Called again request to send to different email address. Still no response with the email. I’m very unhappy with the customer service been provided to me. The sell have sign their part of paperwork on 8/14/22 I haven’t received my paperwork yet. Keep getting different customer service with false information. One guy suggested to get a copy of the seller transfer agreement and send to customer service email. Called back to make sure they got the email and I was told that’s not the right way. Customer service gave me false information again. I’m so frustrated that I can’t get a correct answer or a transfer send to my email! There no manager or supervisor (customer service claims) everything been recorded as they claim but nothing been resolved. So if there a manager out there feel free to contact me.

Everyone who want to work with them for a long term, be aware of their contract before signing. Before signing I confirmed again and again with sale person that i only have to pay 85.01 monthly fixed rate for 25 years. With that confirmation, i believed that i would make payment same price at no changes within 25 years. However, they charged me for $146.69. When i talk to them about the bills, the agent from sunnova told me that they charged base on the production, it mean if the system produce more, i have to pay more and if the production can't produce any kwh, i still have to pay 85.01 minimum. At that point, what does 85.01 dollars represent for? So why at the beginning there was nobody told me about if the system produce more than than the kwh, i have to pay more, nobody mentioned the system will be produce more than 5000kwh and the price would be gone up larger than $85. I contacted to them and there was no resolution for my situation. It ends up like that

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.

Initial commissioning took 6 months. MySunnova app is laggy, doesn’t show real time energy produced on a day. Expected vs actual energy production is a lot different.

I have had Sunnova for over 3 years now, trust me you do not want to be apart of this club. We have not not been able to produce solar since spring time we have reached out and emailed over a dozen times with no response than Adriel G in there resolutions department assured me we would get this resolved that was 5 weeks ago and he has yet to return a phone call or email

After Sunnova returned my call, regarding the length of time for my closing nothing changed. All information was submitted to them with confirmation they received, which they denied. If I hear after each piece of information sent , it will take 3-5 days to review I’m going to scream. All information started on 7/28/22 with ALL representatives giving all wrong information. Tired of hearing, I’m sorry and will expedite. Which is never done, as I’m still waiting for this incompetent company to get the paperwork done. Shame on you!!! Extremely dissatisfied.

Absolutely horrible customer service. I have never come across customer service this horrible in my life. My husband and I have tried using the portal and have spent numerous hours calling Sunnova to try and get something resolved, and still nothing. This is not just a customer ranting. This is a person sending other people out there a warning of what they will be dealing with if they choose this company for their solar. This has interfered with our everyday work lives, and we have lost money due to their lack of help. I DO NOT recommend.

I am tired of the run around I get from Sunnova. I get estimated readings 7 or 8 days straight I send a e-mail and they get fixed(?) I have estimated readings from months passed that still have estimated readings. But I am told my system is working fine ,why then the estimated readings?? Sunnova does not have an answer they blame the weather or anything else they can think of … This company does not even earn one star, maybe a -2stars Sure wish someone could help with this issue Bill Frederick VERY DISSATISFIED SUNNOVA CUSTOMER

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.

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.

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!

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.

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.

They sold solar panels to my mom a few months before she died. She was an elderly woman who was not real cognitive of the situation. They kept using the word free, free, free. They took advantage of an elderly person that did not realize these things are not free. We are now trying to sell the house but the title company said we cannot sell it until we are the sole owners of the panels. They have been leased for the last two years. The company wants over $30,000 pay-off but we cannot even do that until the panels have been up for5 years. We can't wait for 3 more years . Our only option is to let the house be repossessed and just stop paying on the panels. We tried to pay the things off but the company will not work with us. I just talked with an Attorney about the situation and he is going to try and get something worked out. If he can't, would everybody here, leaving negative reviews, be interested in joining a Class Action Suit against Sunnova? If you do some research, they have been sued before and lost. I can’t post a link here but you can look it up. That's not a threat, I already have an Attorney involved.

Run away from this provider. I had issues from installation day all the way I sold my house, even though the panels were all paid off. Absolutely incompetent customer service, no one knows anything.

This company provided good customer service on the front end of our contract. However, they stated the cost for removing our panels when we needed to replace our roof would be $1000. When the time came, the lowest they could quote us was $3200 after discounts. They also set up monthly payments based on the average of the expected energy production over the course of a year. We have never gotten more than 3/4 of the energy they promised. They over charge us and instead of adjusting our monthly rate they continue to raise the amount every year. When attempting to speak with customer service they laugh and state “you signed a 20yr contract and agreed to have your rates raised by 2.9% every year. We will not change your contract”. The representatives state they have no managers and cannot transfer you to speak with one. Stay away from this company.

Sunnova makes a lot of promises and delivers wait times, delays, and hardships. I called and scheduled to have my panels removed for a roof replacement. They were supposed to send me a quote in 2 days. They sent it in 2 weeks. They were supposed to then get it approved and scheduled with the 3rd party. Then they told me less then a week before that date, that I needed to wait another 5 business days (after my roof replacement) for them to send me a paper to sign before they can have the 3rd party schedule a date to come take the panels off. Upon asking for help, I was told to wait the 5 business days. I asked for a manager to talk to, I was asked to wait 2 more days for a phone call. I asked to talk to anyone that could help me, and the answer was kept the same. "I am helping you, I can have someone call you in 2 days. wait 5 business days". When I initially got the system, they promised an 80% offset, I asked for 100%, they accepted, they delivered closer to 60%. This company is a joke with no punchline. They will promise one though.

The worse thing I could do to myself was allow Trinity Solar to be my solar company. No matter who you call at this company or text with a problem regarding your solar system, you will never get a response from anyone. Oh I got phone calls and messages while the solar panels were being installed, but once they got their money after install, you are totally dropped as a paying customer! So now, not only do I pay them monthly, but I also pay Met Ed for the electric I use. Not a savings at all, but rest assure they made their money. Trinity Solar assured me of a savings in electric...unbelievable, I have called to inquire why am I still paying Met Ed and you? I was told I would only pay them monthly which would have been about half my current electric bill... but not true at all. I have contacted the BBB and plan on looking into what recourse I have with Trinity Solar...my work has just begun. One of the most deplorable companies I have dealt with in a very long time. I have many regrets now. BUYER BEWARE! Can't be expressed enough.

Save yourself some grief and avoid Sunnova like the plague. The damage to your roof from squirrels nesting and the risk of a house fire are not worth any savings you think you will realize. If you have to repair your roof on an annual basis, you are actually losing by going solar. Sunnova customer service is a joke. I have had 4 no-show service appointments scheduled to fix roof leaks caused by squirrels nesting under the panels. Sunnova knew that squirrels would nest and damage my roof at the time of contract signing but failed to disclose this. I would have made more informed decisions were I made aware of that fact alone. Avoid Sunnova and all the other shady solar companies. It is time congress reigned in these organized criminals.