Sunnova Reviews
7.7
Overall Score
Verified Customer
Review Source
Julia Schonert
I was told that if I had to switch providers that I all fees would be covered. That was an actual lie. I was told that my name would be added for a referral fee to those I recommended. I didn't personally know two that I recommended and was told James would take care of it. He ended up quitting and for the two I referred to him and that signed for service, I didn't get a referral fee. I felt duped. James didn't recommend the right number of panels to begin with. That had to be fixed. The person that fixed this was great but I am still out my electric fee and never received the other two referral fees. That is deceptive. I actually still have in writing his promises but that hasn't been honored since he quit. So no, I will never refer this organization again. I referred at least 3 that signed up and had touted the benefits for months but I can't in good conscience do that again.
5 years ago
Reply from Sunnova
Hello Julia Schonert, we are sorry to hear that this was your experience with Sunnova we work hard to make the switch to solar hassle-free. One of our Issue Resolutions Specialist will contact you with 1-2 business hours. ^OA
Feb. 15th, 2020
Verified Customer
Review Source
Matt
I'm generally happy with the solar system and its benefits. I am not happy with how long it took for the system to be installed and the loan for the purchase of the system. Sunnova may not be the party responsible for the slow installation (Trinity Solar was the company). The agreement was finalized early August and the system was turned on late December. Dealing with Sunnova on the loan has felt like nothing other than a "money grab". I had the resources available to pay off my loan immediately and was not able to. I called Sunnova a few times on this and was told different things, including that I had to wait for the system to be turned on to pay it off and then that I had to wait for my first bill to pay it off. Waiting for the first bill meant that I had to pay that first bill (which was made up of mostly interest) and then pay the system off. In total, I paid $440 more than the agreement's system cost. I tried to avoid paying anything more than the system cost and was not able to do that. So, this review reflects that frustration more than anything else. The staff I spoke to on the phone was always pleasant and mostly knowledgeable. Unfortunately, I had to speak with them more often than any customer should in order to understand payoff options.
5 years ago
Reply from Sunnova
Hello Matt, we work hard to make the switch to solar hassle-free. We are so happy to hear your experience reflected what we strive for. Thank you for your positive feedback. If you could please send us a message to with your System ID/Phone number where we can reach you? One of our Issue Resolutions Specialist will contact you. ^OA
Feb. 12th, 2020
Verified Customer
Review Source
Jim
the system was installed in July and wasn't activated till mid December so how can I rate them when I still haven't actually been able to realize any energy results I also agreed to solar both as a cost savings and as a means of cutting down on fossil fuels and even though I was informed at the time and it may be that Suunova has no say in it...I find it disturbing that I have a lot more square footage that could hold panels to make my house far more energy efficient there fore I am unwilling to throw out any high ratings at this time...I may change my mind when I see real results of putting the solar panels on my home but whether it be the governement regulation or company policies it is deceiving to say I am being as enegery efficient and helping to cut down on my so called carbon footprint when it is clear that my roof could support a good number of additional panels...you asked I told you....
5 years ago
Reply from Sunnova
Hello Jim, we work hard to make the switch to solar hassle-free. We are so happy to hear your experience reflected what we strive for. Thank you for your positive feedback and If you could please send us a message to with your System ID/Phone number where we can reach you? One of our Issue Resolutions Specialist will contact you. ^OA
Feb. 12th, 2020
Verified Customer
Review Source
Mauricio
The original guy that signed me up left the company and no one called me about the status of everything, I had to call you guys and a few things that were promised upon signing didn't happened and had to go through a manager to ok it on one those things.
6 years ago
Reply from Sunnova
Hello Mauricio, thank you for bringing this to our attention. We are sorry to hear that this was your experience. Could you please send us a private message with your system ID or contact number. ^MO
Nov. 4th, 2019
Review Source
JW
Everything started off well. After completing all the necessary paperwork, I had a few follow-up questions for the salesman. However, I did not receive a response for five days, and it was only after I expressed the possibility of canceling the agreement that he finally replied via email. I preferred to have his answers in writing for clarity.
Additionally, the electrical crew left my outdoor fire pit area in disarray. While I understand that furniture needed to be moved, it should have been returned to its original position.
I also inquired about adding more panels. While I recognize that this process involves paperwork and approvals, I did not receive a response regarding my request.
Overall, while I am satisfied with the outcome, the initial lack of communication raises concerns about potential issues in the future.
9 months ago
Reply from Sunnova
Thank you, JW. We appreciate your review. We value our customers and appreciate the time you took to share your experience. We are sorry to hear you have not had the best experience so far; we would like to assist you with your concerns please reach out to us at 866-786-6682 with your account information for further assistance.
Feb. 20th, 2025
Review Source
TBAGS YUP
My person who referred me is not getting their compensation. Was cancelled on when the one electrician was out sick. I was surprised with the lack of skilled resource depth. Communication on when I can flip the final switch was not there. Otherwise the installation was good.
7 months ago
Reply from Sunnova
Hi Tbags! We appreciate your feedback. Thank you for being part of the Sunnova Family!
Apr. 14th, 2025
Review Source
Maryann Clark
The installation went well but there were very few updates from my salesperson or his assistant. My neighbor who started the process weeks after I did was up and running while I was still trying to find out the status of mine. Good customer service should not stop as soon as you sign the paperwork.
8 months ago
Reply from Sunnova
Hello Maryann. Thank you for your review. We value our customers and appreciate the time you took to share your experience and feedback to continuously improve the customer experience.
Mar. 21st, 2025
Verified Customer
Review Source
Stacy DeMoss Cottonwood, CA
I owed at the end of the true up year so my solar didn't cover my needs. My solar has been disconnected at one point also and I had to pay PG&E this was not my fault and I feel should have been covered by Sunnova.
4 years ago
Reply from Sunnova
Hello Stacy, thank you for reaching out. We are very sorry for the experience you've encountered, and we appreciate your patience. Can you please send us an email at resolutions@sunnova.com with your system ID and a phone number where we can reach you? Thank you. ^VB
Jun. 29th, 2021
Verified Customer
Review Source
Caroolyn Podurgiel Preston, CT
We had a problem with the solar not working. they came out and fixed it. We are still waiting for a rebate since the panels didn't produce the electricity promised.
4 years ago
Reply from Sunnova
Thank you for bringing this to our attention, Carolyn. We are sorry to hear about your experience. We will have one of our agents reach out to address your concerns. Thank you. ^JD
Jun. 22nd, 2021
Verified Customer
Review Source
Robert Jones
Billing does not allow me to know how much energy I use each month, the billing cycle between PPL and Sunnova is not clear and the increase in my cost to Sunnova is not explained or justified.
4 years ago
Reply from Sunnova
Hello Mr. Jones, thank you for bringing this to our attention. Can you please send us a private message at resolutions@sunnova.com with your system ID and phone number where we can reach you? We’ll look into this right away. Thank you. ^JD
May. 17th, 2021
Verified Customer
Review Source
Marietta Garcia Absecon, NJ
I'm spending more money now on electric bill than before. Customer service is excellent but now my bill from a Atlantic City electric was $28.00 and $89.00 from you. My electric bill same time last year was only $96.00.
6 years ago
Reply from Sunnova
Good morning Marietta, Thank you for bringing this to our attention we are here to help. One of our Issue Resolutions Specialists will reach out to you soon. ^MP
Dec. 3rd, 2019
Verified Customer
Review Source
Kirk Saxton
My solar has been out of service. I have a inverter that needs to be installed. I can't afford the $275 too have your company install it right now. I'm saving up for you too install it.
6 years ago
Reply from Sunnova
Hello Kirk, thank you for your feedback. One of our Issue Resolutions Specialist will reach out to you as soon as possible. Thank you ^MO
Nov. 5th, 2019
Review Source
Kimberly Adametz
First off, communications was poor. Many times there were delays answering my quest for information. Scheduling info was sketchy when it was relayed to me.
There were various problems during the installing thatcaused delays. The installation presented issues for the fire dept. There were conduits that caused obstructions to the fighters. It took 2 returns visits to correct the issue. My home has a metal roof. The conduit would prevent fire fighters from using roof ladders should it ever became necessary. Speaking to the installers, they told me that they had little to no experience working on metal roofs. The second time they came to move the conduit I had to explain where they should route it to meet the fire dept. requirement. The second crew that came out also left a mess of wire and other debris on our drive way that we had to clean up. I feel that there were unnecessary delays in turning on the system.
1 year ago
Reply from Sunnova
Thank you, Kimberly. We appreciate your review. We value our customers and appreciate the time you took to share your experience. Should you have any questions, please do not hesitate to reach out to us at customerservice@sunnova.com or at 866-786-6682.
Oct. 30th, 2024
Review Source
Frank Begeron Bonvillain
GOOD
-- Excellent salesmanship. Mr. Lacey could sell Ice Cream to Eskimos.
-- Fast, professional installation of solar panels.
-- Worthwhile product, with (I hope) long term monetary savings.
WEAK
-- Service personnel arriving unnanounced.
-- Service personnel arriving without equipment to perform stated service.
-- Service personnel not arriving as scheduled/promised.
-- Service personnel arriving/leaving without explaining what service was performed.
-- Service personnel NOT arriving as/when scheduled.
-- Multiple phone calls to service provider not responded to (never responded to).
-- Informed service personnel did NOT need access to residence; they DID need access.
--
1 year ago
Reply from Sunnova
Greetings Frank. We genuinely appreciate your feedback, as it helps us identify areas for improvement. We're delighted that you've chosen to go solar and join us on our mission to Power Energy Independence. Your decision is a testament to your commitment to a sustainable future, and we're honored to be part of your solar journey. Thank you for choosing Sunnova!
Aug. 28th, 2024
Review Source
Michelle S
The process took a very long time. A lot of back and forth. I'm glad I'm a Project Manager as I had to manage and coordinate between Sunnova and V3 and the 3rd party electrical contractor to get this project finished up. 3rd party electrical contractor almost caught house on fire with poor electrical wiring which was against code. The staff that did show up at the house never knew what they were working on and relyed on me to tell them and coordinate with your other team member to determine how to get them to accomplish the tasks. I'm glad I'm an engineer and my boyfriend is and electrician. Lots of mis wiring and also had the battery backup mis-wired for I don't know how many years as it was feeding off the grid and not the solar system which is probably another reason our true up bill had been so high every year. The electrician and V3 staff told us this as well. I will be moving in the coming months and I just hope that this potion of the sale of the house with the leased solar goes more smoothly than the install did.
1 year ago
Reply from Sunnova
Hello Michelle. We genuinely appreciate your feedback, as it helps us identify areas where we can improve. We sincerely apologize for the experience you've had. Thank you for giving us the opportunity to serve you better.
Aug. 15th, 2024
Review Source
Karel Hecker Barstow, CA
The sales representative was very knowledgeable in answering my questions. The installers were excellent. Customer service was not as helpful. Customer service said i could receive my invoice through regular mail not through the internet. When i called again customer service said they could not do that. I am a victim of identity theft and do not like doing any business on line and it states in your contract that I can choose to have it nailed to my po box. My electrics bill is still higher than I like. But what's done is done. I see solcius went bankrupt. I can no longer reach the sales representative and a few times when i called customer service you referred me to the sales representative. In the future I believe you all need to be on the same page.
1 year ago
Reply from Sunnova
Hello, Karl Hecker. We value your review and your feedback. We take your concerns seriously and are dedicated to giving you the best customer service we can. Please email customerservice@sunnova.com with your system ID and name so we can address the issues you are experiencing right away. Thank you.
Mar. 4th, 2024
Robin Westerfield Glen Burnie, MD
We had a problem with the roofing company. We had air coming around the window and very cold in my bedroom. We had to keep the heat bumped up to 76 degrees to keep our bedroom warm. It took 2 weeks for someone to come out to fix it. Unfortunately, the problem was not fixed. Some came out on a Sunday at 8 am without notice to work on the exterior part. No one came to fix in interior.
We had to pay $200 out of pocket to have someone come out to insulate around the window to keep the air out. The roof was replaced November 4th. Exterior was semi fixed November 26.
(22 Days with heat up to 76 when is normally between 68-70)
Sunnova was awesome. New Castle Roofing not so much.
1 year ago
Reply from Sunnova
Greetings, Robin Westerfiled. We're glad to hear that your time with Sunnova has been positive. We sincerely regret the experience you had with New Castle Roofing.
Jan. 2nd, 2024
Review Source
kurt aufmann
Sunnova had very good communication up until the installation was nearly complete. During installation the crew dented and put a hole in our soffit while deciding the hookup would go in another location putting some putty over the hole. We also had numerous landscaping lights damaged during the install and plants trampled. The plants have since recovered but thats as far as anything as we've gotten. We were told that someone would come out and take care of all the damage. I called the numbers I was given. I text our main salesman. He gave me a number and I've never been contacted by anyone since.
1 year ago
Reply from Sunnova
Hello kurt aufmann., Please send us a private message with your system ID or case number so that we can access your account details and provide you with tailored assistance regarding the installation. We appreciate your cooperation and look forward to providing you with the best possible resolution.
Dec. 14th, 2023
Review Source
Robert Luke
Didn’t like the wait time and confusion between the office and their workers
Did not like the fact that no one called me all day
To let me know they would not be coming out to my house
I waited at home from 7 am to 7 pm
And lost a hole days pay
Next time please call if your not going make it for that appointment
The other thing I didn’t like was the fact that your repair men was walking on my solar panels
He stepped on the corner of one panel that ruched the roof. I hope there was no damage to that panel
The other thing
I had to tell one person to get the wires up off the shingles
He did lift u the wires up but did not use any wire ties.
So I guess I’ll have to do that myself
One thing more
One guy was doing all the work and the other didn’t do much because he was on his phone most of the time
Wish I had a better report for you
Hope this helps
Luke
2 years ago
Reply from Sunnova
Hello, Robert Luke. Thank you for bringing this to our attention. We apologize for any inconvenience. Please email us your full name and system ID to customerservice@sunnova.com. Thank you for your understanding and patience. We look forward to the opportunity to address your concerns and ensure that you have a positive experience with us.
Nov. 7th, 2023
Review Source
Alicia
I can’t say much as of right now I haven’t seen a savings yet. But what I am disappointed in is when it came to putting up the solar panels they were put up super quickly they stayed calling me with appointments and updates and then when they were up, I was waiting and waiting for about to months on them to be turned so I contacted the person who represented trinity and come to find out they were waiting for me to email them back to make an appointment for them to get inspected 🤔🤔🤔. So where my disappointment came from was them not calling and staying on top of me when it came to them being inspected. But I will say they are finally up and running so we will see
2 years ago
Reply from Sunnova
Thank you for sharing your feedback, Alicia! We do apologize for the inconvenience caused!
We are thrilled you made the decision to go solar and join us on our mission to provide energy independence, and we're honored as well to be part of your solar journey. Welcome to the Sunnova community!
We are thrilled you made the decision to go solar and join us on our mission to provide energy independence, and we're honored as well to be part of your solar journey. Welcome to the Sunnova community!
Aug. 15th, 2023
Review Source
Bill Troy, OH
I was not informed of this appointment until day of and 30 minutes prior. From my understanding it was scheduled by Generac.
They did tell my wife that the snaps looked good, which is good since they were all replaced July 1st 2022.
Power Home Solar/Pink Energy installed my solar, and has been mostly a disappointment since install. I assume Generac is being proactive in having my system checked, but lack of timely communication is another disappointment.
If I had been home, I would have liked to ask a few questions, not the least is what it would take to have the system provide the amount of power PHS/PE promised.
Also if my system is safe without the integrated fire detection Generac originally recommended as part of the system.
I can’t really rate more, because I’m not 100% sure what all they were going to do.
2 years ago
Reply from Sunnova
Hello Bill, thank you for bringing this to our attention. Can you please send us a to customerservice@sunnova.com with your system ID and a phone number where we can reach you? We'll look into this right away. Thank you.
Jul. 31st, 2023
Review Source
Mark Zavorski McHenry, IL
I think their local installers (Tron) were super fast and I love their customer service. The local folks are also very quick to respond. The install was a little messy though. I found trash, a saw blade, screw driver bit, and various wire cuttings all around the outside of my house and on the roof (seen from a window). Glad I found them before my kids or dogs did.
As far as sunnova, they are fine so far. The customer service folks via phone and email are not from the US and sometimes their English skills cause confusion. It's kind of frustrating, really.
If I only have to deal with their local contractors/ resellers, I'll be ok.
Please note: I had a contract signed and no install for almost a year. It was the reseller's fault (Wind Soleil). They were absolutely terrible. I found a different a different reseller (Tron), cancelled that contract and signed a new one through Tron. They installed like 6 weeks later.
2 years ago
Reply from Sunnova
Hi Mark Zavorski! We appreciate your feedback. Thank you for being part of the Sunnova Family!
Jun. 28th, 2023
Mary P Fords, NJ
The process was seamless from start to finish. The customer service was exceptional. The system performs as stated and saves us money each month.
** Update to my review. Initially, I was very happy with the service I received. In the first 3 months, we noticed considerable savings. Apparently, our system was not installed correctly and the parts needed to repair the system were not in stock. We were not informed the system was not operational until we called after receiving a bill double the usual from the electric company on top of the contracted amount from Sunnova. Customer service was slow to respond to our inquiries and would not assist with the 2K in electric costs even though it was due to improper installation and a service delay on their part. Since we did agree to the system installation terms, we have no recourse and have seen little value in the first year of ownership. Hopefully, the upcoming year is better and I can update my review again.
2 years ago Edited January 1, 2024
Reply from Sunnova
Hi Mary P! We appreciate your feedback. Thank you for being part of the Sunnova Family! ~AG
Jun. 5th, 2023
Review Source
Judy Obrien Round Rock, TX
Some Customer service agents do not know how to live in the solution and stonewall getting customers up the management chain to seek resolution. They repeatedly tell you no and give the scripted apology “I am sorry”. Upper management needs to know unresolved issues so you can improve your processes & procedures. There’s a disconnect between several phone calls and what is entered in the system ~ the right hand doesn’t know what the left hand is doing. Ultimately I had to start from ground Zero with each phone call.
The service tech that replaced inverter is amazing ~ prompt, courteous and communicated well. You need to give this guy a Bonus ~ he’s probably taking a LOT of crap from frustrated customers who have had negative experiences with Customer Service.
2 years ago
Reply from Sunnova
Hello Judy Obrien, we are sorry to hear that. Can you send an email to customerservice@sunnova.com with your system ID and a phone number where can reach you ? *LG*
Jun. 2nd, 2023
Review Source
Collin Vandersommen Orlando, FL
**Rating: 3 out of 5 stars**
The process of having my solar roof installed was a mixed bag. The journey began with the crew arriving without the necessary tools and workforce, causing a delay in project completion. However, the second time around, the team displayed great efficiency.
My major disappointment lies in the aesthetic aspect of the installation. The sales representative did not inform me about the metal conduit that now runs up the side of my house and garage, which affects the overall appearance negatively. Although a solution of painting it was proposed, I am yet to receive a follow-up from the sales team about this.
While the installation crew demonstrated high professionalism, I feel the upper management and sales team could improve their communication and customer focus. The sales personnel seem to prioritize their interests over clear and comprehensive customer service. Overall, the experience could have been better organized and more customer-centric.
2 years ago
Reply from Sunnova
Hello Collin, we apologize for the inconvenience. Can you send an email to customerservice@sunnova.com with your system ID and a phone number where we can reach you at? ~AG
May. 26th, 2023
Catherine Bienkowski Saint Jacob, IL
I only had contact with them recently with the completion of our solar system we are leasing. I received our first bill that it would draw nine $119.97 from our checking account on the 20th of the month. When checking my bank statement, the amount of money that was pulled out was $128.18. As soon as I saw a different amount I called Sunnova. The person that answered the phone looked up my file and said the amount of money over the one 1997 was sales tax. I was expecting to only pay one 1997 because the equipment on the roof doesn’t belong to me why am I paying sales tax? The person on the phone said all contracts have sales tax added to them. So now I know, but I was disenchanted with the lack of knowledge of the sales person selling this product, not telling me the correct price that I would be expecting to pay every month. I truly don’t understand the sales tax on a product I don’t own. I would think it would be somehow infused into the price of the equipment that had been installed. I also need to change the auto pay to a different bank account number..
2 years ago
Reply from Sunnova
Hello Catherine Bienkowski , We are so happy to hear your experience reflects what we strive for. Thank you for your positive feedback and welcome to Sunnova Family!HV
Feb. 7th, 2023
Review Source
Barbara Sutherland Plano, TX
I got my panels on on June 1st guy came out inspected it so it's good to go August 15th I finally got them turned on why does it take so long to turn them on I don't get too free months of this they're going to start taking out money on my account probably the first to September which is not right you call the represented that sells you the solar panels he don't call you back he text you I'm in a mean I'll call you back and he never does they'd be nice if they if I know how much I'm going to have to pay for my electric now right now my bills 400 and something dollars it could have been nice if I had them on sooner
3 years ago
Reply from Sunnova
Hello Barbara Sutherland, we are sorry to hear that. Can you send an email to resolutions@sunnova.com with your system ID and a phone number where we can reach you at?*LS*
Aug. 23rd, 2022
JBerg01 Irvine, CA
Update: Problem has been resolved.
I am extremely dissatisfied with this company. We are trying to refinance our house and Sunnova is holding us hostage. They are trying to charge us $300 in order to re-file a UCC-1. They first told us that fee was what the county charges. Then they backtracked and said it was a combo of county fees and their fee to "process". Process what? A document that doesn't benefit me in any way and no where in my agreement with them is listed or mentioned. We asked them to waive the fee and said we would pay any county fees associated with it and they denied our request. We also asked them to provide a breakdown of how much of the $300 is for the county and how much is for them. Again, denied. If they expect their customers to pay ridiculous fees for no reason, they should put in their agreements. Which they didn't. $300 seems like a small amount to lose in order to maintain a good relationship with a long-term customer. If this is how Sunnova treats their customers, I will be taking my business elsewhere.
5 years ago Edited September 14, 2021
Reply from Sunnova
Thank you for reaching out, JBerg01. I see that we have already reached out to you regarding this issue. Please let us know if you have any further questions. Thank you. ^JD
Sep. 17th, 2020
dennis berube Bridgeport, CT
When our sales representative made there presentation we were told that if our roof needed to be replaced the cost would be 500.00 to remove and reinstall panels. However we are trying to sell our home and I reached out to our installer and was told the cost would be over 7000.00 to remove and replace. Unfortunately we did not have the 500.00 cost on paper. With that said I would of never agreed to install them. Also communication with a Sunova person is very difficult. We received a quote of 15,000 to move panels to our new home. How ridiculous!!!. Now it is a process to get new homeowner to qualify. Such a deal breaker when it comes to selling your home
5 years ago
Reply from Sunnova
Good afternoon Dennis Berube, thanks for bringing this to our attention. We are very sorry to hear about your experience. One of our agents will reach out to you shortly to help get this issue resolved. Thank you^MP
Aug. 20th, 2020
Kelley Clovis, CA
First, the problem was not necessarily with Sunnova, however the installation team they hired was a big problem. So, I feel Sunova is as much responsible as they are because I did not have any input in that choice. First, they tore off a huge portion of gutter that was on the back of my house, to which they neglected to inform anybody of this incident. Initially I let it go until I found out how much they are to replace properly and that a hole was made on a pipe to my water heater when they installed the ground. When I called the company the supervisor argued with me and basically was not going to have anyone take care of it because that was not their "Forte". That was after several attempts trying to get a hold of him since he takes very long lunches. The last time we had spoke he said he would get back to me, but I gather he must still be at lunch. So, I was left to take care of that problem on my own, in MY spare time! The gutter never was discussed since he is still at lunch. So, just hope that they have responsible and careful workers or you will be left to fix the problems they left. Then, which I was not made aware of till it was time to turn them on, PG and E has a contract that must be signed stating that you are responsible for overages of use. I believe this is where everybody gets the scam thought in their head because you would think you are producing the correct amount of energy, apparently not. So, in the end my bill will be about the same each month as it was before, because once I averaged the overage charges and add the cost of the panels, it's basically the same with the exact same usage. I just have the peace of mind that I am using solar instead. My solar has just been turned on, so other than those issues we will have to see what happens. Thank you!
6 years ago
Reply from Sunnova
Good Morning Kelley , Thank you for bringing this to our attention. Could you please send us a private message with your system ID/Phone number where we can reach you? We will look into this right away. ^OA
Sep. 26th, 2019
Ed Spreng Egg Harbor, NJ
My initial experience with Sunnova was great. The install by their partner company Trinity was timely and very professional. The system has been in since 2016. When operational it's all I ever expected. Here's the problem. When it goes down their service is terrible and getting worse. I usually have it go down once a year on average. Service restoral takes about two weeks. Went out this time 7/28.. still waiting for a repair visit. Multiple calls haven't resulted in anything but excuses. For two weeks they even claimed the system wasn't down even when they could access my system remotely to prove otherwise. They even asked me to send pictures of the inverter display which shows no production and a fault light. Resolution dept. promised to call every two days with update. Never happens. Can't escalate any higher in company. They refuse. If anyone in Sunnova sees this please contact me.
6 years ago
Reply from Sunnova
Good Evening Ed Spreng, Our aim is to provide a customer experience that meets your expectations. I will follow up with department that is working closely with this issue to provide you with an update. ^OA
Sep. 13th, 2019
Debbie Boyd Penns Grove, NJ
Very frustrating. They will answer questions that you can think to ask, but they are not up front with all the info you need. They charge too big of a fee to process your payments when you dont pay with their preferred automatic payment system. And they did try to take an automated paymdnt from my bank account even after that payment option was stopped. They dont help with getting your solar system up and going to your own benefit, (took 6+ months to finally get the work done for the net meter, in that time your utility company is reaping all the benefits of the solar power that you are collecting). I was told that our system would cover 110% of our average monthly bill, which it might, but not sure yet as we have only been collecting power for 10 months so far, but the system its self is costing me 90% of what that utility budget would be. Way too much hassle overall to only have a savings of 10%.
If their business partner is Trinity Solar, quickly RUN THE OTHER WAY!
I would never do business with either company ever again, nor would i recommend either company, even if they were to put the solar up for free AND pay me to use it.
I must say that David is one of their more patient, knowledgable and understanding employees.
6 years ago
Reply from Sunnova
Thank you for your feedback Christine M. We are sorry to hear that this was your experience with Sunnova. This is not the typical Sunnova experience, our drive is to make solar hassle-free by being attentive when explaining the product to our customers. Can you please send me a private message with your system ID and a phone number where we can reach you? One of our specialist will contact you soon to help get this issue resolved. ^OA
Jun. 21st, 2019
Verified Customer
Review Source
James Casey North Dartmouth, MA
I bought a home with an existing lease. When I called to switch things over the person I spoke with couldn't really explain too well how it all worked.
4 years ago
Reply from Sunnova
Hello James, thank you for bringing this to our attention. Can you please send us a private message with your system ID and a phone number where we can reach you at resolutions@sunnova.com? We'll look into this right away. Thank you. ^JD
Jul. 6th, 2021
Verified Customer
Review Source
Duane Barber
The whole process was filled with mistakes. They were all rectified however not sure what the outcome would of been if not for paying close attention to the whole process.
6 years ago
Reply from Sunnova
Hello Duane, thank you for your feedback. We are sorry to hear that this was your experience. One of our Issue Resolutions Specialist will contact you in one to two business hours . Welcome to the Sunnova Family!Than^MO
Nov. 15th, 2019
Review Source
Eric Ressler Jr.
I really don't know how to answer this. I started my solar journey with Trinity Solar. They made the transition easy.
Now that the system is fully installed and functional, Sunnova has the reins.
Don't know much of anything about Sunnova, so I'll leave it at that.
9 months ago
Reply from Sunnova
Thank you Eric for your feedback!
Feb. 12th, 2025
Review Source
Sharon
After they installed them, no one came to talk to us to explain how it works. It wasn’t turned on so I googled it. I don’t even know if you bill me or do I get the bill from ASP? Lots of guestion that were never explained
11 months ago
Reply from Sunnova
Hello Sharon. Thank you for reaching out and bringing this matter to our attention. We genuinely appreciate your feedback, as it helps us identify areas where we can improve. We understand the importance of addressing your issues. Feel free to contact our customer service via email at customerservice@sunnova.com or by chatting with an agent through your MySunnova account. We look forward to the opportunity to address your concerns and ensure that you have a positive experience with us.
Dec. 26th, 2024
Review Source
George Busse
The two day installation went into overtime and it became too dark to cut the rails that extended beyond the roof. We were told that on the first day the install team arrived without all their tools so the second day they had to hustle to get the job done leaving someone else to come out to cut the rails that overhang the roofs. We waited over two weeks until the town inspector came and the installer cut the rails over the garage but wasn't able to cut the rails over the house roof. When will someone come and cut these rails???
1 year ago
Reply from Sunnova
Hello George. Thank you for reaching out and bringing this matter to our attention. Upon review of your accounts, you are still under construction. At this time, we recommend that you reach out to your installation company for the appointment.
Nov. 26th, 2024
Review Source
S H
The sales process, inspections and installation went very smooth, of course . But as soon as the installation, the customer service was very bad. I have still not received the final email since the pto. I called customer service finally and was able to get a link to monitor my service. Thankfully, the rep was very helpful and took accountability for the lack of customer service I had received. Overall , we are still happy with our solar service and would recommend.
1 year ago
Reply from Sunnova
Hello S H! We appreciate your review and for bringing this matter to our attention. We sincerely apologize for the experience you've had, and appreciate the feedback you provided to continuously improve the customer experience. Thank you for being part of the Sunnova Family!
Nov. 12th, 2024
Review Source
Marco Meneses, MPH, MS
I don't have complaints about the installation, I was executed as planed and fast.
Our complaint is with the the information systems of the company. We had and currently have trouble trying to log into the Customer Portal.
They made a mistake, placing as an incorrect user name which makes very difficult to log in or replace the password.
The system rejects logs in and is very difficult to see the production of the solar panels, how much we are paying and how much we are "saving"
We know that the installation is very good for the environment, but not yet nothing about saving money.
1 year ago
Reply from Sunnova
We appreciate your feedback, Marco. Our goal is to provide top-notch customer service, and your feedback is priceless in our pursuit of customer satisfaction. We apologize for any inconvenience you may have experienced throughout your experience with Sunnova. We would like to assist you with your concerns please do not hesitate to reach us at our customer service lines, 866-786-6682, or customerservice@sunnova.com with your account information.
Oct. 8th, 2024
Review Source
TC Wood
Unfortunately, the the website doesn't update the auto pay when information is submitted there. It seems like there are glitches and there's a lot of going back and forth with requiring the customer to provide the same information.
It is also been difficult to get in contact with customer support not only for the customer but for the seller associated to the solar.
1 year ago
Reply from Sunnova
Hello TC Wood. We genuinely appreciate your feedback, as it helps us identify areas where we can improve. Feel free to contact our customer service via email at customerservice@sunnova.com or by chatting with us through your MySunnova account. We look forward to helping you!
Oct. 2nd, 2024
Review Source
Shirlene
I haven’t seen much change yet but I will say it was very deceiving when the sales representative told me I would get checks on the mail from ppl. I’m not even sure why I believed that but that is not true at all and they should stop saying that as a point sale. Also. I’m not sure why but I still pay a lot to ppl even though my system produces more than it utilizes. About 6$ a day. I haven’t seen much change so far. I wish I would say better things.
1 year ago
Reply from Sunnova
Hello Shirlene, thank you for taking the time to share your experience. We appreciate your continued engagement with us regarding this matter and understand the importance of resolving your concerns promptly. Please contact our customer service at (866)786-6682 or at customerservice@sunnova.com with your system ID. Thank you for giving us the opportunity to serve you better.
Jul. 31st, 2024
Review Source
Bobby Ross
It took a lot longer than expected. Initially communication was aweful and very slow, if I got communication at all. I was able to get an agent who cared and took personal responsibility for ensuring I got the information I needed. The production of the solar is less than I was expecting and I still have to pay an electric bill to RI energy, which I was hoping to eliminate.
1 year ago
Reply from Sunnova
Hello Bobby. We genuinely appreciate your feedback, as it helps us identify areas where we can improve. We look forward to providing you with the customer service you deserve. Thank you for choosing Sunnova!
Jul. 11th, 2024
Virginia Rodriguez
Everyone was very friendly, but there was much confusion over many months and numerous appointments before the installation was complete. Admittedly, I don’t know all that is involved, but it seems that if the same crew had done the job from start to finish it would have gone more smoothly and possibly would not have taken 6 months to complete. I’m happy with the end result, but the process was frustrating.
1 year ago
Reply from Sunnova
Hi Virginia, congratulations on becoming part of the Sunnova Family! We genuinely appreciate your feedback, as it helps us identify areas where we can improve. We understand the importance of addressing your concern and to further assist, please provide your system ID or case number to our email at customerservice@sunnova.com. Thank you for your patience.
May. 29th, 2024
Review Source
Steven Kremer
Sales pitch was great. Then they turned my project over to second and third party installers and operators. Did not hear from them until after the fact. I was getting bounced around from Sunnovo and the third party operator. So far the third party site is more informative than the information available on the sunnovo app. I have to have both to see what is going on. Kind of inefficient. Still waiting to see what my FPL cost savings will be.
1 year ago
Reply from Sunnova
Hi Steven, thanks for your feedback; it's invaluable to us in improving our services. We apologize for any inconvenience caused and appreciate your understanding. Please know that we're here to support you every step of the way. Please do not hesitate to reach out to our customer service team for assistance at customerservice@sunnova.com.
Apr. 2nd, 2024
Review Source
Ronald McCormick Punta Gorda, FL
Here is not a lot to like about your company, since the installation of the solar equipment. When the inspector came and found the installation error, it has been very frustrating to us to get any answers from anyone. Someone should have been on top of the whole situation , and contacting us about what is happening????? As of right now I have no idea when inspector is due back or when new meter is due to be installed???? It is bad when your customer is not kept in the loop?????
1 year ago
Reply from Sunnova
Hi Ronald McCormick, We genuinely appreciate your feedback, as it helps us identify areas where we can improve. Rest assured that our team is actively looking into your account and the concerns you've raised. We understand the importance of addressing your issues promptly. Please contact us at customerservice@sunnova.com with your system ID and we will contact you right away. We would like to apologize for any inconvenience you may have faced. Thank you for your understanding and patience.
Mar. 7th, 2024
Review Source
Rod Martin (Rod Martin Fishing) Holiday, FL
Lack of communication by the sales person, having to commit to insurance after all paperwork done and panels installed. I planned my solar payment to be slightly less than my power bill . Since I was NOT told of a requirement for insurance I am paying more . I hope since solar is a fixed payment and the power company is not that will change on the next price increase by the power company
2 years ago
Reply from Sunnova
Hi Rod Martin, We genuinely appreciate your feedback, as it helps us identify areas where we can improve. Rest assured that our team is actively looking into the concerns you've raised. Thank you for your understanding and patience.
Nov. 20th, 2023
Review Source
Dave Spaven Orlando, FL
BETTEREARTH WAS MY INSTALLER C.C WAS MY PROJECT ADVISER. BETTEREARTH DID A FINE JOB ON THE INSTALL BUT TRIER PORTAL IS LACKING AS FAR AS BEING ABLE TO COMMUNICATE. C PROMISED ME MY FIRST YEAR OF PAYMENTS AND A CHECK FOR $1,507.08WHICH HAS NOT BEEN FORTH COMING AS OF THIS DATE. ALL I ASKED AS THAT HE BE STRAIT FORWARD WITH ME AND HE WAS NOT. MY SERVICE HAS BEEN ON LINE FOR ALMOST A MONTH AND THIS MONTH I HAD TO PAY DUKE ENERGY $203 WILL I GET ANY REBATE? I ASKED THAT CHASE CALL ME SO I COULD GET SOME ANDWERS HE WILL NOT ANDWER MY POST EMAIL OR CALLS TO DATE.
2 years ago
Reply from Sunnova
Hello Dave Spaven, We sincerely apologize for any inconvenience. In order to better assist with any concerns , feel free to reach us via email at customerservice@sunnova.com Incorporate your system Id and full name in order to receive the best assistance.
Oct. 27th, 2023
Sheila Brown
The process from beginning to end was rather disappointing. Beginning with installation. Upon departure the Hatchway was left open and the basement was infested with flies. The upstairs ladder to attic was left down all day and only when my neighbor called at 8:00 pm to tell me my attic light was on did I realize why my air conditioner was struggling all day. I have written, shared disappointment in other visits and length of time process took.
2 years ago
Reply from Sunnova
Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the experience you've had. Your concerns are important to us, and we are committed to resolving them. Thank you for your patience, and we look forward to providing you with the exceptional customer service you deserve.
Oct. 13th, 2023
Blair
Took to many calls to get a correct time and day. Also was lied to about a Technician showing up, when they didn't. They said to cutomer service my panel was inaccessible. Yet my panels are on the outside of my home. Also, my dog would have alerted me someone pulled into my drive way. But, the Technician that did show was quick and explained the problem quickly. Reason for a 3 out of 5
2 years ago
Reply from Sunnova
Hello, Blair. We value your additional comments. We take your concerns seriously and are dedicated to giving you the best customer service we can. Please email customerservice@sunnova.com with your system ID and name so we can address the issues you are experiencing.
Sep. 6th, 2023
Review Source
Jonathan McDonough Stonington, CT
Salesperson said that certain things like an outdated electrical mast pole and a leaking roof would be covered if we went solar. Also mentioned some trees that might causecproblems, but crew that came out could not find leak and did not even make note of mast or trees. Fought with salesperson and finally got roofers to fix leak, but they did nothing about the rest that was promised. Felt a bit like bait and switch, especially once project was complete and salesperson said that nothing can be done now. Will keep our agreement, but will not look to continue with Sunnova once our contract is up.
2 years ago
Reply from Sunnova
Thank you so much for your honest feedback, Jonathan McDonough; it's important to us in improving our services. We would like to extend our sincere apologies for any inconvenience and frustration caused. Should you have any further concerns or questions, please do contact us at customerservice@sunnova.com with your system ID and phone number.
Aug. 29th, 2023
