Sunnova Reviews

I am VERY, VERY thrilled/DISSATISFIED with Sunnova; thrilled with the repair that was made to get our solar back up and running properly after three months of no service at all with even one of the panels working … and HORRIBLY dissatisfied WITH all the lies they told us, and the failures to keep their contract with us, and to treat us as human beings that have minds to think and know the difference between being ‘put-off’ and to know when a promise is not kept. Our story begins when we agreed to have solar panels installed on our house on July of 2021, and were told that we would be covered in the case of ANY problem that might arise with the functionality of the system. For a time, it appeared that we had made a wise decision, BUT that came to a screeching halt on May 27/2023. After fighting with Solar States for a year to install our solar batteries, we finally had them in our possession and now could experience what it means to be ‘almost’ off the grid. But, on May 27/2023 our system went dead. We were not aware of this because we were never introduced to the apps that would give us our solar production/usage and storage that we were told would be given to us after our panels were installed in 2021. Our knowledge of how well the system was working came by our electric provider on their website showing that information, and therefore after our batteries were installed, we had no idea that anything was wrong until we received a LARGE utility bill in the mail the next month. Immediately we began calling to find out just why the system had failed and who would come out to fix the problem. This is where our nightmare began, when we called to arrange for a technician to come ASAP before we lost to much ‘sun time,’ we were told that someone would be calling us to make an appointment right away……… but one week went by, then two went by and then three weeks had come and gone and NO ONE called us. So, we called again, but they told us that there was no record of us calling and that ASAP someone would call us ……. but again, NO ONE called, and another three weeks went by, AND NOW WE WERE BEGINNING TO LOSE OUR SUMMER SUN HOURS! But alas, we called again, and again they told us another lie that we had never called in the first place, but that someone would contact us to arrange a time for a tech to come to our house. By this time, we had made up our minds to start calling ever two days to make sure that a technician would in fact be coming to fix the problem. But each time we called it was the SAME story over and over and over again. So, we called our attorney and we wrote a complaint online which got someone’s attention. This is where the story takes a turn. My wife wrote to Solar States about the issue since they installed the batteries. A Solar States tech called us and we were lead through a series of scenarios that after three hours of investigation, we had come to a point of realizing that it must have been a ‘fuse’ issue, and so we replaced that fuse ……. WOHOOO, it worked, but now we were left with a VERY bad taste in our mouth, THAT WE HAD LOST THE WHOLE SUMMER BECAUSE NO ONE WOULD HELP US ……. AND ALL OVER A FUSE!!!!!!!!!!! I am VERY happy that a technician FINALLY came out and replaced a bad fuse box with a new one that has not failed us as of this writing, BUT now we are left with a VERY large bill that was not our fault, but was caused by Sunnova lying to us and refusing to send out a technician in A timely fashion, and to make matters worse, the technician told us that he was the ONLY tech for the WHOLE state of Pennsylvania! What?! The WHOLE state?! Are you kidding?! This failure on Sunnova’s part makes them liable for BREAKING their contract with their customers of NOT providing technical support for problems within their systems in a way that makes it IMPOSSIBLE for the parts of the system to function as they were designed to do. This put us in a place where we have lost over $3000.00 dollars for paying for parts that did not work, and paying our local electrical provider for electricity for the summer months and loosing solar-banking with our utility company for the upcoming winter months. Sunnova owes us for their failures and lies they told us, and for causing us to lose our WHOLE summer production ……. AND ALL OVER A LOUSY FUSE! But I am sure that as they have handled (to not do what was in their contract) this fuse issue, that they will be just as prompt and truthful and stand behind (of course ……. WAY BEHIND) their promise and product. I can say at this point, if you are reading this story, if you have not decided for a solar company to work with …….. FOR ALL THAT IS GOOD AND TRUE, DON’T USE SUNNOVA! I hope that Sunnova reads this, but I am all to aware that all they do is give pre-recorded, regurgitated pablum of their concern about your problem/s. I would hope of course that somehow good can come of this, but I have no dream of grandeur.

I always wanted solar panels. I was excited when my house came with them. I never expected to have an experience I can only equate to scam artists. I make appointments for servicing, they never show up. I call to ask what happened their customer service cannot speak to dispatchers or see anything in my account. Ive been waiting for over 2 months for them to investigate a hissing noise the panels are making, they've not shown up to the 4 appointments they gave me. I call to complain but all they'll do is make another appointment. My children are afraid to sleep at home now because they think the house will burn down at any time. I'm literally trying to get them to fix these panel so I can sell my house and never have to deal with this company again since I cannot afford to remove them. At one point of speaking to yet another supervisor I threatened legal action and he said "We get sued all the time, I'll give you legal's address." I feel like that speaks to how this company operates. They should be ashamed of themselves.

Wow! I have an ongoing issue with my Sunnova solar system that consumers should know about.  Birds live under the solar panels and have caused damage to my roof, the areas around my house and my cars (covered in bird poop), and my sleep (the birds make noises all night).  As the homeowner I do not own the system and can’t touch it.  Sunnova owns it and has an easement on my roof.  Pest control / roofing services will not remove the birds because they understandably don’t want to be responsible for damaging solar the system.  Sunnova says its my problem…but I don’t have the legal right to touch their system.  I was forced to buy my house with the solar system installed as lease. I feel like I’m being held hostage!  Every morning from 4am and sometime after midnight the birds will kick for over an hour or so. We do have a critter guard. Your tech informed us in person that they will fix the problem. But there is always an excuse. Your company should be sued by every homeowner. Sunnova should be in court for these wrong doing. Oo and your customer service, undoubtedly the worse. It has been over 10 months and I am still fighting with them.

First of all my saving money in knowing that I can Go forward not worry about the high energy bill all the time help me to plan and do a little more with family and friends

Terrible company. Installation took forever. Finally, after a year, the panels are installed and inspected- but guess what? They're not turned on. All summer, these panels are dead, sitting on my roof. Yet, these fools want to bill me before the service is even turned over. Why should i pay for something that i dont know is working? Totally regretting this decision. Terrible customer service, terrible timeline. The salesman, Alexander was helpful. Once it was out of his hands, it's been a nightmare. The installers, once here, were fast and efficient. The inspector(non-affiliated) was fast and efficient. Everything else? Terrible.

Love the transparency, everything that was told to us was done. We are very happy with the install and the time frame that it took place in. Thank you so much

I signed up with Trinity Solar. The Trinity salesperson made lots of promises; I stupidly did not ask for the promises to be put on paper. After they were installed, I was told I'd be serviced by Sunnova. Of course those promises were all lies and without proof I wasn't able to do anything about it. On May 14 of 2023, something broke with the system and it completely stopped production. The panels were completely offline and producing nothing from 5/14-6/4. I received an email on 5/25, TEN DAYS LATER, that a work order was created. On June 5, I received an email that my service visit would take place the same day, June 5, between 10A and 1P. I have security video that shows the tech was at my home from about 11:45am-1:00pm. I also have videos showing him going from my home to his truck with a big white box, and then from his truck back to my home with a different big white box. He told my husband he replaced the Photovoltaic Inverter. Obviously something was broken and he replaced this. I can provide the footage if necessary. The system then did something from 6/5 until 6/13, but it does not seem it was producing yet. Production started again fully on 6/14. This means that for about ONE MONTH my panels were broken and no one knew anything about it. Sunnova didn't notice until at least 10 DAYS after it stopped producing because they obviously don't monitor the systems like they say they do.  On July 20, I spoke with Isaac at about 1pm because United Illuminating charged me $100.95 for electricity in July. Isaac told me that his system showed that the tech wrote that he only did something small to the system. THAT IS A BLATANT LIE! I have the video proof that the tech did much more than that, including replacing the entire photovoltaic inverter according to the video. I REFUSE to be responsible for the electric bill. Isaac basically told me too bad, so sad, we can't do anything. Don't believe their lies, there are much better companies out there.

I have to say it would be very challenging for me to imagine a worse way to treat a customer. I have had an open case with them for 7 months now regarding my solar system. I have exposed wires underneath a panel that causes the system to trip constantly. If I am not playing technician myself and constantly resetting the breaker then my panels don't produce! Its very annoying. But somehow Sunnova made it even worse! Ive had to call in about 30 times and explained my situation over the 7 months. Each time a new rep and another time waste having to explain my issue. Here are the top hits that get repeated on every call: - Im sorry to hear that (not really sorry) - I can expedite this so my supervisor can review it (Expediting does NOTHING) - Im sorry I cant transfer you to anyone else (Who designed this torture system) - Ill have a supervisor call you back (only happened 3 out of the 30 calls. WAY TO GO 10% sucess rate!) - I promise to get a further update for you. Ill call you back in 3 - 5 business days (NEVER CALLS BACK!) I have been forced to chase them around for 7 months to try and get someone to fix my issue. I am truly left helpless and all I can do is find every solar company review site and warn EVERYONE TO STAY AWAY! I unfortunately bought this house and inherited the contract. I might have bought a totally different house knowing how horrible this company is. STAY AWAY!!!

Best price for the system installed, customer service has been exceptional. Everything as stated and on time. I interviewed 13 companies and this stood above the rest

Their customer service is among the worst. We had billing issues and spent over a year trying to straighten them out. We tried on numerous occasions to speak to a supervisor and were given several different excuses as to why they couldn't connect us. I just spent several minutes demanding to speak to a supervisor and the person continually insisted that I needed to give her more information as to why I needed to speak to one. I finally threatened to go to the better business bureau and was put on hold for several minutes, someone came on who said he was the supervisor. We were finally able to find several issues that need to be corrected. After a year, it looks like we may finally have found the problems but we will see what happens next month since they claimed to have things fixed each of the last several years.

STAY AWAY FROM SUNNOVA AT ALL COSTS!!!!! There entire customer service and billing plan seems to be to wait people out until they surrender. Sunnova didn't do any installation for us, but we have a loan from them for our Solar panels that is right at $35,000. Our panels were installed in 2019. We had no issues during the first couple of years of our business relationship, but in November of 2022 when I logged into the state exchange to sell our solar credits for cash, I found out that something was broken in our system. We had generated 11.183 MWh from the beginning of September 2021 through the end of September 2022. The going rate of 11 MWh of energy in 2022 for me was $227 per credit, meaning that my wife and I, as well as my two young children are owed $2497. I called my solar company and they sent someone out to see what was wrong with my system, and figured out that an inverter was broken and needed to be replaced. When that was replaced, my old credits disappeared with the inverter. Additionally, the inverter breaking meant that even though we were generating solar energy every day, my Solar Edge panel showed 0 MWh generated for the months of October 2022 through the end of January 2023. The solar company officially replaced the inverter on February 6, 2023, and on February 8, 2023, I reached out to Sunnova’s customer service via email, formally trying to file a loss of production claim. The terms of my signed contract with Sunnova are quite clear that they are the provider and that they would provide a loss of production guarantee and that this would be within the 30 days. I have received specific promises over the phone and via email from customer service and resolution specialists who start off making me feel like this is going to be resolved soon, to then reverse course with weeks of ignoring my phone calls and emails. They approved $929.40 on April 12, 2023, for the 10/2022 – 01/2023 production case. I have asked repeatedly where this money is, and I keep getting ignored or told things are still pending. In the first week of June, I got conflicting emails from two different agents at Sunnova: one told me my case was closed and another it was still pending. I call customer service on a weekly basis, as recently as 6/14/23, and am told the same thing every time, “we sent a message to the billing department regarding your complaints and requests and are sorry for the inconvenience. Someone will reach out to you.” And it never happens, I call back every week. DO YOURSELF A FAVOR AND GO WITH ANYONE BUT SUNNOVA!

Quick response to voicemail and prompt service as promised. Dry good efficient “gix” to my issue with patient explanations of Joe and why my system functions

We like that we can save money on our electric bill by using solar power. In the future we will be purchasing and electric vehicles or a hydrogen vehicle.

Decent company I could have been assisted more along the way setting up my srec-II incentives. I just think that’s not much to ask for when you’re being told about all the incentives throughout the entire process then the system is installed. People got paid and you’re left with very little help setting these perks up.

The service people are very knowledgeable. I had the occasion to speak with the office staff and they were friendly and also knowledgeable about their product.

Great company to work with, from our sales rep, up to way after installation. Always ready to answer questions and help whenever they can! I recommend them to everyone!