Sunnova Reviews
8.5
Overall Score
Scot Post Clovis, CA
Bought a PPA. After 1 year I owe PGE $970 true up. Monthly solar cost is approximately same as PGE prior to adding solar so I am now paying almost $1,000 more per year with Sunnova. System was undersized at initial setup. I have complained many times but I am told the system is producing as designed. It doesn’t matter that the design was flawed to begin with. They tell me it’s because I use more energy although I have done nothing to cause energy consumption to increase. I have asked to speak to a manager but they refuse to put me in contact with one. This is the worst company I have ever dealt withw
4 years ago
Reply from Sunnova
Hello Scot, thank you for bringing this to our attention. Can you please send us a private message to resolutions@sunnova.com with your system ID and a phone number where we can reach you? We'll look into this right away. Thank you. ^JD
Sep. 4th, 2021
Nate Jackson Albuquerque, NM
Do NOT, Do NOT use Sunnova Solar!!!! Read all the one star reviews!! One review site has 371 reviews, of those, 56% are either one or two star reviews! Many users report similar complaints to mine.
I had to have my roof replaced, so the panels were temporarily removed and replaced ($5000 cost to me by the way). Since they have been replaced I am paying for the solar energy the panels are producing but am also paying the grid for about double the amount of energy I used last year. As far as I can tell the energy the solar panels are producing is being sent to the grid, NOT MY HOUSE. So I pay for that and I also have to pay the local energy company for the power I pull from the grid. In July of 2020, I used a total of 1073 kWh. I pulled 309 kWh from the grid and solar energy supplemented the rest.
This July my panels produced 653 kWh. I added refrigerated air this year so I was anticipating an increase in cost of energy, however something is clearly wrong. My local energy company is saying that I pulled 4 x more energy from the grid. It's saying I pulled 1,279 kWh hrs from the grid. So that means I went from using 1073 kWh in July of 2020 to 1,932 kWh (653 solar and 1,270 from the grid) in July of 2021. To put things into perspective in July of 2020 I paid $114 for energy. July 2021, Sunnova, plus local energy cost = $318. Adding refrigerated air should not increase your monthly bill by $200. Not even $100. Customer service said, "No everything looks great on our end". Even though in early July they sent out a technician saying the wires were reversed on my system. I have no faith that they were correct then or are correct now and THEY DON'T CARE!
Bottom line, Sunnova is a scam, their customer service is terrible. Run far, far away!
4 years ago
Reply from Sunnova
Hello Mr. Jackson, thank you for bringing this to our attention. We are sorry to hear about your experience. Can you please send us a private message to resolutions@sunnova.com with your system ID and a phone number where we can reach you? We'll look into this right away. Thank you. ^JD
Aug. 16th, 2021
Pawpatrol Whittier, CA
Been waiting 4 months for Sunnova to remove solar panels so the roof can be replaced. Water was flooding a back room and the contract says nobody but Sunnova can touch the panels.
Call every week and told someone will call us back. Sunnova gave us a estimate for $5000 to remove for roof replacement and must send check first before they will give you a date the panels will come down because they contract it out locally.
Asked for something in writing that they will remove and reinstall panels quickly and not penalize us for having no panels up ( after reading people have waited 10 months for panel repairs, documents to transfer panels and when panels destroyed by act of God people still had to pay Sunnova). Sunnova says send them the check for $5000 and then they will have someone contact us but they can’t promise how long the contractor they use will take to complete the job.
Are they kidding? They want $5000, nobody else can touch the panels, nothing in writing when the work will start or end? Plus I still have to pay Sunnova and my usage will be billed at Sunnovas power rate not my power company!!! Run as fast as you can, file BK if you ever want to sell your house because all the good reviews are people who just had solar installed. Wait till you need to sell or have damage to your home. Sunnova isn’t a lease or a loan it’s a 25 yr contract you can not pay off early only transfer to someone else to take over your contract. It’s insane, how did they switch the lease to a contract you can’t buy out?
4 years ago
Reply from Sunnova
Hello Pawpatrol, thank you for bringing this to our attention. Can you send us an email at resolutions@sunnova.com with your system ID and a phone number where we can reach you at?~MV~
Jun. 18th, 2021
James Carrington Wilmington, MA
Worst customer service.
Sunnova is the "finance partner" who subcontracts service out to Trinity Solar. Three days after the system was brought on-line the system failed. A technician came out three days later and diagnosed faulty wiring from one of the panels. To his credit, he bypassed that one panel and got the systems running (I have 30 panels, one missing doesn't affect much). Two weeks later I had not heard about a replacement, so I called. It seems they lost the repair ticket. It took another two weeks to get the defective panel replaced. I had to call my sales rep to rattle someone's chain and get them to replace the panel. Now, less than a year later, I needed a chimney repair during which some debris dropped and broke another panel. It took ten days to get a technician out to diagnose the damage. Now, it has taken another six weeks to schedule a replacement (still not done). The excuse I'm given is that the "finance partner" must authorize any changes to the system, which can sometimes take several weeks. Right...Several weeks to authorize replacement of a damaged panel, which they have pictures of; a technicians report saying it must be replaced; and an insurance adjusters report from the chimney repair company admitting they caused the damage. Pathetic. This could be a Trinity issue, but Trinity is blaming Sunnova. I've heard nothing from Sunnova except the monthly bill.
4 years ago
Reply from Sunnova
Hello James, thank you for bringing this to our attention. Can you send us an email to resolutions@sunnova.com with your system ID and a phone number where we can reach you at?**MV
Jun. 2nd, 2021
Lorraine Johnson Reedley, CA
Gosh, where do I begin. We have been going through this Nightmare with Sunnova for over a year now and they refuse to fix my roof that leaks where they worked and put panels. I wrote a review and they came out to check things but still refused to help us repair the roof. I got a horrible TRUE-UP bill which was over $2,600+. Now I am submitting another review after speaking with sunnova, they have notified us our system was not working and furthermore it has not been working for over 5 months. It still does not working properly. So now I am told that the system is tripping the breakers. After some research it is the tripping of the main service panel that is causing the malfunction. What I have gathered from the limited information they have shared with me. That is one issue but they have not ruled out nor confirmed that the panels need replacing and if they are actually operating. This is troubling because they promised me that the main service panel would've been replaced or a side sub panel would added if additional power was needed prior to install but they opted not to. I trusted there engineers/inspector's that came out and approved an installation with existing service panel. Now that the tripping of breakers is happening makes me think that they never should've approved installation without that being done prior. Lastly, What I can confirm is breach in contract due to under producing to this date because they are far below the agreed upon Annual kWh Production. We were not notified and no one came to check the system until I filed a complaint as I am doing now in hopes for resolution. I only want to add thank you BESTCOMPANY.com that allows ordinary working folks like us to make REVIEWS on companies that do not keep their word nor communicate and/or breach contract.
4 years ago
Reply from Sunnova
Thank you for reaching out, Lorraine. We are sorry you had to go through this ordeal. We do 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? We’ll look into this right away. Thank you. ^VB
Jun. 1st, 2021
Skye Atterberry Redding, CA
1st after installation of the solar panels that had been approved with a signed contract, I was told I had to sign a new contract, with all the same information, just updating the installer information so that I could be turned on. I had to do it quickly so it could be submitted. They changed the contract, and lowered the guaranteed production amount. Which is much lower than originally agreed upon, and lower than what my household needs.
2nd, with my installer on the phone with me as witness, we called and asked if I made a huge payment, if I could rearomatize early, before the 18 months, and lower my payments. I was told all I had to do was call and rearomatize any time after the payment cleared. I paid them $65,000 payment, and then called to get the payments lowered. They now refuse to lower the payments in reflection of how much I sill owe, until next year.
I have never a had a single positive experience with Sunnova. I highly recommend you look for a different company. You'll be stuck with them for 25 years. Go somewhere else.
4 years ago
Reply from Sunnova
Hi Skye, thank you for reaching out to us! If you can send us an email to resolutions@sunnova.com with your system ID and a phone number where we can reach you at?**MV
May. 20th, 2021
Chris Newtown, CT
Terrible Customer service.
The absolute WORST customer service I have ever experienced.
Called over 10 times, and negative results.
Had a sudden production drop in October of 2020, same temperature, same weather, nothing changed. Did not recover for many months.
No explanation from Sunnova.
Called Sunnova repeatably with the same scripted result of "we are working on the issue"
Never once did they send a tech out.
Never once did they give any explanation on why the sudden drop.
A couple of months ago, the panels started producing again.
I suspect that they found something wrong, and corrected it.
A generic email "We confirmed that your system is producing and communicating as expected"
Of course we haven't been credited.
If I could switch, I would absolute go with another Supplier.
Seek other options!
4 years ago
Reply from Sunnova
Hello Chris, thank you for bringing this to our attention. We are sorry to hear about your experience. Can you please send us a private message with your system ID and phone number where we can reach you? We'll look into this right away. Thank you. ^JD
Apr. 27th, 2021
Mbh Queens, NY
I wouldn’t recommend this company. The contract will prevent you from being able to sell your house and basically high jack your home to keep panels if a new buyer doesn’t want them. If selling your house the contract gives you three options. Transfer the PPA, (our buyers do not want to transfer PPA,) you can move panels to a new home (I can’t move the panels out of state - even if they provide service in that state) because you have to be in the same utility district. You can prepay , but panels will need to stay on the roof even if the new buyers don’t want them. The contract says if you can’t meet any of those conditions you will be in default. Although the contract says there is remedies for default, the customer service team will say there is nothing they can do but those three options.
5 years ago
Reply from Sunnova
Hello Mbh, thank you for bringing this to our attention. Can you please send us a private message with your System ID and phone number where we can reach you? We will look into this right away. Thank you. ^ JD
Apr. 21st, 2021
Debra Schnellbacher Philadelphia, PA
They are very nice and very fast with installing the Solar Panels on your house but they will not put the critter cage around the panels. They wanted to charge us $1,000 to install the critter cage so we did not pay as the equipment is all theirs and not our responsibility. Well, of coarse squirrels ate wires so they came and installed the critter cage (for free). Our systems has stopped working on and off (currently off for 6 months now). Their service SUCKS. The people who come to your house are very nice but they've scheduled 4 service appointments in which we have to confirm. Each time I stay home. Each time they have not shown up and have not even given me the consideration of a phone call. Today they are scheduled for the entire day. It's 7:47 am .. supposed to be here at 7 am. Nobody around to answer the phone. I will probably be stood up yet again. When the system is working .. it is great! I'd like to get back to before the squirrels when the system worked beautifully. BTW I get more money when they work the credit does not make me whole!
5 years ago
Reply from Sunnova
Hello Debra, thank you for reaching out. I have reached out to your case owner to follow up with you directly. Thank you. ^JD
Apr. 13th, 2021
Conrad Kaiser Rosamond, CA
I had a house fire in April 2020 and the home was condemed by the county. The solar panels had to be removed because of the roof being damaged. Every month I received a bill for kwh I have been using, although no panels are on the structure. In addition each month the bill was different. Thirty days after the panels had been removed the company sent an individual to check the system. The person they sent was the same individual who took the system down and took the panels away. He could not understand why they sent him to check a system that was not on the property. Each month the company tried taking money out of my checking account to pay for the kwh I was using on a system that had been removed. I had to cancel my checking account in order to stop the money being taken. The company also changed the kwh rate from 0.19 to $ 0.215. I must have talked to ten different people from the company. This company has to be the worst customer service company I have ever delt with. I also was told the panels had been damaged, and I would be repaid the money taken out of my bank. I was asked to have my insurance company send them notification when the home would be repaired [ This was sent once prior and I sent them another copy] the home should be repaired by the end of June. The bill for last month is for $796.63 The stress this company has put me through while I'm trying to rebuild has not helped.
I'm 79 years old a DAV and I don't need this type of customer service, if I could get out of the contract I would.
5 years ago
Reply from Sunnova
Hello Conrad Kaiser, we apologize the inconvenience. Can you send a email to resolutions@sunnova.com with your system ID and a phone number where we can reach you at? Thank you!**MV
Mar. 27th, 2021
L Cody Morongo Valley, CA
I wish I would have RUN when they came to my door. It has been the worst mistake of my life. This system is constantly UNDER PRODUCING!!! I pay more to the electric company then before. Trying to get a straight answer from them is a true joke. It's like a hand- off from one " expert " to another. I can count on one hand how many times they've been out here to check on the system.
I have constantly paid my electric company at least 2500 to 3000 end of year settlement . In addition to the 130 I pay to Sunova a month. I've called and emailed to no avail. They can't even get my husband's name off the lease as he passed away over a year ago. Terrible Terrible Service!!!! Take your business elsewhere.
If I could give them a minus star....it'd be a 10!!!
L.Cody
5 years ago
Reply from Sunnova
Hello L. Cody, 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? We'll look into this right away. Thank you. ^JD
Mar. 22nd, 2021
David Metzger Somerset, NJ
I have to say, anyone who is thinking about this company, DO NOT, WALK AWAY!! I have had the solar panels on my home for 4 years now. I already have had issues with the production and the system has continually underproduced. Since I lease the panels, they are responsible for any repair to system and also to roof. That has only happened once! Another problem is that critter guards were improperly installed and have for the second time, roof damage due to squirrels. After numerous calls, there is still no resolution. Summing it up, the production that is outlined by their reps has not even been close to the truth AND there is roof damage. The ONLY way to contact the company is through their customer service and that is usually as far as you get. They only state they will escalate the issue. It is a full time job to constantly call to try and get any results. Word of advice, make sure you track your monthly production against what they guarantee!! They will make sure your payments are right on time but their turn-around for service is non-existent. I thought I was doing a good thing by getting solar, not so much!!
5 years ago
Reply from Sunnova
Hello Mr. Metzger, thanks for bringing this to our attention. One of our agents will reach out to you to help resolve this issue. Thank you. ^JD
Mar. 12th, 2021
Joe Trimberger Reno, NV
Avoid at all costs!!! I luckily found out what a crappy company Sunnova is before I had my system installed. They have the worst customer service, I hope they don't try and steal any money out of my account! I called to remove my payment method off of their webpage and spoke to "Walter L" who informed me that they cannot remove my payment method even though it states to call customer service to remove that info. All that Walter could do is send a request to remove my payment information. What a scam! I've called my bank and had them block any payments from coming out of my account. Sunnova please clean up your act! No one will do business with you!
5 years ago
Reply from Sunnova
Hello Joe, thanks 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? We'll look into this right away. Thank you. ^JD
Mar. 5th, 2021
Vincenco Giambanco Staten Island, NY
Sunnova is quickly making me regret going solar. Been having production issues with my system that’s only 4 months old. Service technicians were scheduled to come last Tuesday between 4pm and 7pm and called me to cancel at the last minute. They told me it was being rescheduled for Friday between 10am and 1pm instead. I called them back to tell them that this appointment was no good for me and if they can come on Tuesday the following week instead. They said ok and that I was going to get an email confirmation with the new day and time. Later on that day I get an email to confirm appointment for the Friday which was the day I told them was no good for me. I called them again to cancel that appointment and make it for the following week instead. I also responded to the email saying that Friday was no good for me and to move appointment to Tuesday instead. Well Friday morning while at work I get a call from the service technician saying he’s outside my house and nobody’s answering the door. I told him he’s not supposed be there until Tuesday. When I called them to get answers on how this could happen and nobody could answer. It’s like talking to robots when you try to get answers with this company. A week later and they are still giving me the run a round and I haven’t gotten an appointment yet. I have seen a lot of terrible companies in my time but this one certainly takes the cake. Do yourself a favor and stay far far away
5 years ago
Reply from Sunnova
Hello Vincenco, thank you for bringing this to our attention. One of our agents will reach out to you shortly to get this issue resolved. Thank you. ^JD
Mar. 5th, 2021
Bruce DeSilva Cassville, NJ
If you are thinking of signing up with Sunnova Energy Corp. for solar panels, THINK AGAIN! It’s one of the worst firms I have dealt with in my entire life—and I’m 74 years old.
Sunnova owns the solar panels that were installed on the roof of my home in Howell several years ago. Now, unless I sign a contract that is absurd on its face and impossible to comply with, the company will not permit the temporary removal of the panels so that the old roof can be replaced.
I have worked to resolve this matter for three months to no avail.
Since the contract in question appears to be boilerplate given to Sunnova customers in similar circumstances in NJ and around the country, the potential for widespread abuse is apparent.
The issue in short:
The proposed contract, signed by a company lawyer and dated Nov. 23, requires that the panels be reinstalled within 60 days of the signing. However, Trinity, the company that handles installations for Sunnova, told me that they are overextended and probably couldn’t even REMOVE them within 60 days
The contract also would have made me responsible for other delays completely beyond my control. For example, we are in the dead of winter. What if bad weather made it too dangerous for the roofers to work for weeks? As it turned out, this was not hypothetical. My roof was covered with snow and ice from Jan. 30 to Feb. 23.
The contract also would have made me responsible for any additional delays caused by Trinity’s work schedule. If they couldn’t remove the panels within 60 days, who’s to say how quickly they could reinstall them once the roof work was completed?
And yet, the contract stated that if I failed to comply with its terms, I could be required to pay the company the solar system’s full value, which the letter put at $16,380.
5 years ago Edited September 14, 2021
Reply from Sunnova
Hello Bruce, thank you for reaching out. We are very sorry you had to go through this ordeal. One of our agents will reach out to you shortly to help address this issue. Thank you. ^JD
Mar. 5th, 2021
Gem Oca San Diego, CA
I have closed my house Jan. 19, 2021. All documents for transfer of ownership have been submitted and new owners have made an account. I have been calling since January 27 to have them complete the transfer ever week and yet nothing has been done. All agents keep saying that they have escalated the case and yet everytime I call they will act as if one document has been missing or buyers of my house did not call and have not made an account. I am out of my house and still I have been paying for services. I am so mad right now. I feel that I will be forever paying for services that I am not using. There is no supervisor or any other department you can call. It is like being smacked on a wall. If there is anyone here who knows where else I can call to ask for help regarding this, I really need help!
5 years ago
Reply from Sunnova
Thank you for reaching out, Gem. We are very sorry to hear about your experience. Can you please send us a private message with your system ID and a phone number where we can reach you? Or you can give us a call here 866.786.6682 . We'll look into this right away. Thank you. ^MC
Apr. 21st, 2021
Rosemarie E Dunning West Yarmouth, MA
My system is underproducing. Sunnova agrees. Electric Co, Eversource agrees. I am told by trinity who installed the system that panels cannot be added and that I would have to buy or lease a 2nd system to add to the existing electric output. When i contracted in 2018I questioned the small size of the system. the sales man distinctly said if it is not an adequate system for my needs they can just add more panels. Now I am told that is not possible. I pay the electric co. about $40 per month, have no net meter credit and pay Sunnova $52 / month and that goes up each year. The salesman misrepresented my savings. This is costing me alot with no benefit to me. I just want tr add panels to the existing system so it generates enough electricity that I get a net metering credit. Not happy
5 years ago
Reply from Sunnova
Hi Rosemarie E Dunning, We are here to help! If you can send a email to resolutions@sunnova.com with your system ID and a phone number where we can reach you?
Feb. 18th, 2021
Alex Wisienski Norwalk, CT
Sunnova expects your payment every month but when service is needed they are the worst. THEY decide if you need service even though the system is not working. It took 5 MONTHS to get a service call last year. This year (2021) I'M WAITING 2.5 MONTHS already. Meanwhile I'm paying my provider PLUS Sunnova. I got solar to save money not cost me more.
They say every year on your anniversary date they re -evaluate your usage and lower payments if their projected usage wasn't met. More than a month now still no re-evaluation to get back the $800+ I spent on JCP&L because solar didn't work for 5 months, ( but I still had to pay Sunnova)
Sunnova is totally unreliable. Their service is pathetic.
I can not give them a rating. Not even one star. Unfortunately 1 star automatically appoints itself.
5 years ago
Reply from Sunnova
Hello Alex, thank you for bringing this to our attention. We are sorry to hear about your experience. One of our agents will reach out to you shortly. Thank you. ^ JD
Feb. 12th, 2021
James Grossi Sag Harbor, NY
Sunnova is the absolute worst... I’ve had issues with them from day one. My equipment stopped working for nine months before it was fixed. They’re also supposed to do an energy audit after 3 years, which they did... and credit you for underperformance. Well, they did the audit and said I am entitled to a credit of around $1,500, which would be applied against future payments. When I asked for documentation for said credit, they told me that they couldn’t provide anything, and when I got my next bill, guess what didn’t appear? My credit. This company is absolutely horrible. Not only will I not recommend them, I will actively tell people to avoid them at all costs.
5 years ago
Reply from Sunnova
Thank you for reaching out, James. We are sorry to hear about your experience. Can you please send us a private message with your system ID and a phone number where we can reach you? We'll look into this right away. Thank you. ^ JD
Feb. 7th, 2021
John decker Somers Point, NJ
There is not too much I like about sunova. The several times I dealt with their customer service I realize I was actually talking to lawyers who are trying to limit my rights as a customer.
Not once but twice they took more money out of my wife's account than they were supposed to. It was something that was never authorised but they did it anyway. It took us over a week to get them to give the money back and then a month later they did it again.
They undersized my solar panel so now my bill is another $600 a year on top of paying them a $100 a month and the electric company.
I would not recommend these people to anybody.
They are not the solar installers they are the money people.
The installation was done by somebody else.
Again I would not deal with them, I'm 58 years old and I have never dealt with a company this blatantly Horrible!
5 years ago
Reply from Sunnova
Hello Mr. Decker, thanks for brining 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? We'll look into this right away. Thank you. ^ JD
Jan. 12th, 2021
Tara Wright Mount Holly, NJ
We did not receive any significant discount from our electric bill, and only accumulated a new bill for having the solar panels. My electric bill would be maybe $50 off from the energy produced (From PSEG), and then I'd get a $200 bill for the production level (from Sunnova). I called PSEG & Sunnova constantly telling them something had to be wrong. I have a south-facing home, and we are a usual house hold. Customer Service is NOT helpful at all, they would not help to investigate if there was an issue, they would not help me with communicating with PSEG, and it sounds like customer service it outsourced to the Philippines. No one talks to you like a person, they only read scripts to you, and are infuriatingly unhelpful. I eventually stopped using solar with PSEG because it was costing so much money ($500-$900 a month) and I switched to wind energy for a flat rate of $129 a month. I tried talking to Sunnova about working something out to either get out of my contract, or paying off the panels since I wasn’t benefiting from the production, but they will not help at all. They just say "you signed a contract for 25 years" - So I am generating energy for the grid, for other people to use, and I have to pay around $100 a month for that privilege.
5 years ago
Reply from Sunnova
Hello @Tara Wright. We are sorry you had to go through this ordeal. We do appreciate your patience and one of our agents will contact you soon to help get this issue resolve.**MV
Dec. 22nd, 2020
Eric New Haven, CT
This company is a joke AVOID THEM AT ALL COSTS. Their customer service is awful to deal with and they can't keep their stories straight. I have a roof leak where the wires penetrate my roof due to the sealant (probably putty) failing. On the website it states "25 year component, 10 year roof warranty". After multiple calls with them they are sticking to it only being a 1 year warranty on the roof. So now I have a roof leak that I can't even repair due to it being under the panels. If you are considering solar find another company that will value you as a customer. Its looking like the next step will be getting a lawyer involved.
5 years ago
Reply from Sunnova
Hello Eric, thank you for reaching out. We are sorry to hear about your experience. Can you please send us a system ID and a phone number where we can reach you? We'll look into this issue right away. Thank you. *MV
Dec. 10th, 2020
Frank Panazza Hartford, CT
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.
5 years ago
Reply from Sunnova
Thank you for reaching out, Frank Panazza. We are very sorry to hear about your experience with Sunnova. One of our agents will reach out to you to address your concerns. ^TR
Nov. 24th, 2020
Alan love Bear, DE
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.
5 years ago
Reply from Sunnova
Hello Alan, thank you for speaking with me earlier today. We look forward to helping you resolve this issue. Thank you. ^TR
Nov. 12th, 2020
Robert Steim Henderson, NV
Working on selling a home with Sunnova contract in place on the property. Followed directions to transfer b/c solar contract must transfer to new owner in order to complete the sale of the property.
Process says generating transfer paperwork may take UP TO 5 Business. We are now on business day #7 and calendar day #11 and after multiple phone calls over the past couple of days... all they can say is that they do not know what the hold up is and that it is being escalated to a supervisor. More than 24 hours ago... I was told it would be addressed quickly.... today on the phone... I get the exact same explanation with zero result and that it may take another 24 hours to 48 hours.
I asked to speak with a supervisor as obviously making a note in the computer isn't getting their attention... but somehow a supervisor to actually speak with does not exist and there is nothing more that can be done. So here I wait for a return call.... with not choice but to write a 1 star review while i wait.
I would definitely think twice before entering into any sort of solar agreement with a company and tying it to your most valuable asset (Your Home) so that they can ultimately hold you hostage when it comes time to sell the home and potentially sabotage your ability to sell your property... b/c you have to wait for Sunnova to prepare paperwork and approve the transaction and they do not seem to care at all. This is now officially going to be costing people real money b/c of the delays.
5 years ago
Reply from Sunnova
Hello Robert S, thanks for bringing this to our attention. Will you please send us a private email with your system ID and a phone number where we can reach you to resolutions@sunnova.com? Someone will reach out soon. Thank you ^TR
Nov. 12th, 2020
John Garcia Albuquerque, NM
I have been trying to get Sunnova to send release paperwork for several weeks. My house is sold and waiting for documents from Sunnova in order to close. I have done everything that Sunnova asked of me. Yet, they are still holding up the sale of my home. I have called several times daily for the last month. I have received assurances that I would receive the release. When it doesn't come I call back and the customer service people start the process all over. I have spoken multiple times to supervisors. I have signed the final documents they sent. Yet, I still have not received release documents. This company has been an absolute nightmare to work with!
5 years ago
Reply from Sunnova
Hello John, we see that we were able to assist you with releasing the UCC to allow you to move forward with the sale of your home and will be working on the relocating the system to your new property. We again apologize for the delay and will continue to to resolve this issue. Thank you. ^JD
Nov. 10th, 2020
Keith Anderson Henderson, NV
I'm stuck in a 25-year lease. Somehow the salesman lost over all the details of our lease agreement and I didn't read all of the details he showed us charts on how we would save more money with our solar compared to the electric bill but our solar per kilowatt price is gone up each year so I'm paying $0.04 a kilowatt more than my regular electric so my solar panels are actually costing me more money than my regular electric bill was I'm not saving any money and now I'm stuck for another 20 years do not use these guys.
UPDATE: Nov. 16
Rep from Sunnova saw my review. Asked for my phone number so he could look into my problem. I posted a phone number but never heard back from him.
Still a bad company to do business with.
Keith
5 years ago Edited September 14, 2021
Reply from Sunnova
Hello Keith, thanks 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? We'll look into this issue right away. Thank you, ^ JD
Oct. 15th, 2020
Mina Trevis San Fernando, CA
I have had horrible experiences with Sunnova. Initially it took more than 6 months from when I signed the contract to be installed. Even worse we were victims of a wildfire that destroyed our house. The house was red-tagged and structurally unsound. Violating the contract that have insisited I pay the fee although I have not been able to use the house nor the panels since October 7, 2019. Then they came and removed the panels on a house in which the roof was caving in, even though I distinctly told them they could evaluate panels but the house was not structurally sound per the L.A. Fire Department notification on the door to get on the house. This is called trespassing- then they left all kinds of trash from their system on my property that I had to pay to have removed. Furthermore everytime I call them they act as if the the fire is "news to them and new". I have been contacting them for a quote of what it will cost to replace panels and reinstall when construction is complete. Not getting return phone calls or assistance. Currently I am on a call with them and in the 35 minutes of this call (still going), I have been on hold 30 minutes just to find that they can't answer me so far. They did not even tell me they removed the panels nor the damage to the panels, in addition they caused damaged to the meter etc when removing them. I am very very dissatisfied with Sunnova.
5 years ago
Reply from Sunnova
Hello Mrs. Trevis, thanks for bringing this to our attention. One of our agents will reach out to you shortly to help get this issue resolved. Thank you. ^JD
Oct. 12th, 2020
Andy Tydeman Neptune City, NJ
Panels installed in NJ by Trinity solar and that was reasonably smooth, once they are done, you are in the hands of Sunnova for the next 25 years. The system operated well from September 2019, until June 202 and then the inverter failed, so the system was no longer producing power. Sunnova's customer portal does not show the probem and still shows that the system is generating power, but if you monitor your utility meter and the App that works with the inverter, you can see that it has failed. After many calls to Sunnova, they eventually sent Trinity to replce the inverter, which took six week of peak solar production time. With the inverter replaced, the system is not producing power, but Sunnova's customer portal is not reflecting the correct production, it actually shows exactly the same amount every day - this is pretty much impossible for a solar system. Again, the consumer has to monitor and recod the inverters actual output via the mySolaredge app and make sure that you capture and record the monthly production at the end of every month. Multiple calls to Sunnova seem to get nowehere. The customer service rep says they see the problem and will address it, but they never do. Sunnova has no incentive and they obviously don't care about the system working or their customers because they are still getting their monthly payment, no matter what. I will bring this up to the BBB, NJ Dept of Consumer Affairs, and every possible route. Just look around the web for reviews and so many people are complaining about Sunnova and their complete last of customer care, yet they are still able to operate. Avoid them at all costs, just walk away.
5 years ago
Reply from Sunnova
Hello Andy Tydeman, thanks for bringing this to our attention. One of our agents will contact you soon to help get this issue resolved. ^TR
Sep. 29th, 2020
mike ternowchek Coventry, CT
The call I made to Sunnova was great the person who I talked with walked me true all the information to set me up. I hope all my contact with Sunnova will be like this.
5 years ago
Reply from Sunnova
Good morning Mike, Thank you for your positive feedback and welcome to the Sunnova family!. ^MP
Sep. 2nd, 2020
djg Randolph, MA
Service is terrible System was down all of June and July .Now system not at full operation, they set up service call for end of August. Last time it took 2 weeks for parts ,and they did not get it right , now looking at sometime in Sept. to maybe have a working system. But they still took their payments. So I had to pay them as well as the electric co. So extra cost to me of at lest $700. may be time to see a lawyer. Update; system working some, still not at level it was rep who was gong to make everything right has not been in contact since 8/20 When call he is out, have call 3 times gotten nowhere ,called customer service they will pass word along. How is this co. still in business
5 years ago Edited September 14, 2021
Reply from Sunnova
Good morning Djg, thank you for bringing this to our attention. We are sorry to hear that this was your experience with Sunnova. We do appreciate your business and would like an opportunity to make things right. Please send us an email to resolutions@sunnova.com we are here to help. One of our Resolution Specialists will contact you shortly. We can only improve by knowing what our areas of opportunity are for improvement. Thank you ^IS
Aug. 13th, 2020
kwjacq Yuma, AZ
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.
5 years ago
Reply from Sunnova
Hello Mr. Jacques, thanks for bringing this to our attention. One of our agents will reach out to you shortly to help get this issue resolved. Thank you.^JD
Aug. 7th, 2020
donna Blackburn Hyannis, MA
From Tyler M's introducing us to the advantages of today's solar energy to the day of panel installation, everyone on the team worked efficiently and with good humor.
5 years ago
Reply from Sunnova
Thank you for the note, Donna. Welcome to the Sunnova family!^JD
Aug. 6th, 2020
Michael Deno San Diego, CA
No cost for the installation of solar system and courtesy of installers. Least liked was the waiting time between installation and activation approximately two months.
5 years ago
Reply from Sunnova
Thank you for sharing your story Michael! We are thrilled you made the decision to go solar and join us on our mission to provide energy independence!^JD
Aug. 6th, 2020
Noreen Madison, CT
We are new to Sunnova and I had a question regarding my bill. Eliza answered my concerns and was very friendly and knowledgeable. I highly recommend Sunnova
5 years ago
Reply from Sunnova
Hello Noreen , thanks for leaving us such a wonderful review. We are thrilled that you loved your experience; our staff will be happy to read what you wrote. Welcome to our Sunnova Family!OA
Jul. 22nd, 2020
Bobbie Huff Flemington, NJ
I would never reccomend sunnova to anyone. We over paid our bill, during this time they took the over paid amount. In the meantime the company came out and shut our systems off. We called in so many times and we kept getting the run around. This goes back to January. Well long story short they did not follow regulations to code as wires were hit in driveway that are supposed to be 24 inches. They are only 18 in the spot that was hit. We will be contacting our lawyer as we have been harassed to pay this bill and then get a call from company saying we owe them for the repair work. Shame on this company.
5 years ago
Reply from Sunnova
Hello Bobbie Huff, thank you for bringing this to our attention. We are sorry to hear that this was your experience with Sunnova. We do appreciate your business and would like an opportunity to make things right. One of our Resolution Specialists will contact you shortly to address your concerns.^OA
Jul. 10th, 2020
Bob Mosemak ,
I began communicating with Sunnova in NOVEMBER 27 2019 about a roof leak I had under their panels, Its now July 7 2020 and still no work has begun. Their customer service kept giving me the run around. They sent a tech from another company in March 2020 who took photos and stated it was a poor installation where the tiles were moved exposing area, now I have wood rot and still nothing has been done. They did send a Sunnova tech out to repair a network problem and he had no information about the roof repair.
Now I see why this company is a nightmare and my next step id to file complaints with the Federal Trade Commission and the California Department of Consumer Affairs. These people should be arrested.
5 years ago
Reply from Sunnova
Hello Bob Mosemak, we are sorry you had to go through this ordeal. thank you for bringing this to our attention. We do appreciate your business and would like an opportunity to make things right. This is not a typical Sunnova Experience. I will forward your concern to the appropriate department to have one of our Issue Resolutions Specialist will contact you shortly.^OA
Jul. 8th, 2020
Paul C. Branford, CT
Sunnova made the whole process so easy. All I did was sat back and watch the pros work. No out of pocket costs, a neat installation, and no worries!
5 years ago
Reply from Sunnova
Good morning Paul C, thank you for your positive feedback and welcome to the Sunnova family!. ^MP
Jul. 7th, 2020
MARICAR REMIGIO Hackensack, NJ
It is a complete nightmare. The representative told us when we signed the contract that the company will take care of removal if we need construction. We made the arrangements and made several follow ups phone call. But one of the call we were also informed that we have to cover for the expenses and we have to wait for the contractors to call us for the quote. It has been a month and we are still waiting for a call and for a quote for them. The call agent is respectful but Sunnova company is all for themselves. I can't wait to get rid of it. But I am on a 25 years lease. I just have to hope I could sell the house or wait for my term.
5 years ago
Reply from Sunnova
Hello MARICAR REMIGIO, thank you for bringing this to our attention. We are sorry to hear that this was your experience with Sunnova. We do appreciate your business and would like an opportunity to make things right. One of our Resolution Specialists will contact you shortly.^OA
Jun. 30th, 2020
Anne O'Neil Pacoima, CA
My experience with Sunnova was very good. They responded quickly and efficiently to any issues I had. They are very professional and easy to work with.
5 years ago
Reply from Sunnova
Good afternoon Anne, Thank you for your positive feedback and welcome to the Sunnova family!. ^MP
Jun. 8th, 2020
Kim Ergin Alamo, CA
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.
5 years ago
Reply from Sunnova
Thank you for reaching out, Ms. Ergin. We are very sorry to hear about your experience with high electric bills. One of our agents will contact you soon to help get this issue resolved. ^JD
May. 19th, 2020
norman hans jr Clementon, NJ
Money was withdrawn from my checking account for a $1000 which i did not do even know they said i did through the portal site. I told them that there was no way i would have done that as i am retired and my ssi check is only a little over the $1000.They kept the money and said that i would not get it back.When i finally got to talk to someone the superior told his employee there was no reason to talk to me. I had to borrow money to pay my mortage and for food. The money was taken out on Apr 22 and the bill isn"t due until Apr 28. They even took the monthly payment from the $1000 for more money because i don"t have auto pay anymore. If i had a choice to do away with this company i would. Customer service is bottom of the barrel as far as i am concern!!!!!!!!!!!!!
5 years ago
Reply from Sunnova
Hello Mr. Hans, thank you for reaching out. One of our agents will contact you soon to help get this issue resolved. ^JD
May. 13th, 2020
Scott Kieper Las Vegas, NV
We had a great experience and the whole process was fantastic! Everyone was friendly, courteous, informed and knowledgeable, AND the install was fast and professional!
5 years ago
Reply from Sunnova
Good morning Scott Kieper, Thank you for your positive feedback and welcome to the Sunnova family!. ^MP
May. 13th, 2020
Carmen Haines Lake Elsinore, CA
When I went with Sunnova, I was told that I would never pay Edison again. I was told that my only payment would be with Sunnova. That was incorrect.
When I recently tried to refinance my house, Sunnova demanded that I pay $300 to TEMPORARILY remove the UCC lien on the panels. I paid, and the loan fell through a couple of days later. When I asked that they refund my $300 dollars, I was told no. I told them that I did not need the lien to be temporarily removed. They still refused to refund my money. (5/7/20)
Save yourself the frustration, and DO NOT DO BUSINESS WITH SUNNOVA. They will tell you incorrect information and ask for exorbitant fees for nothing. They are dishonest, and shady. The bank I was working with indicated rhat they had never heard of such a thing.
Overall, I don’t save very much money. About $300 a year. After being ripped off this year, I will save zero.
5 years ago
Reply from Sunnova
Thank you for reaching out, Carmen. We are very sorry to hear about your overall experience. We'll escalate your note to the appropriate department. Can you please send us a private message with your System ID and a phone number where we can reach you?^JD
May. 8th, 2020
Mariela Maynard Bridgeport, CT
Wonderful customer service from the beginning until the end of the process! Thank you for everything! Today is our 1st day, looking forward to all the savings!!
5 years ago
Reply from Sunnova
Thank you for your note, Mariela. We work hard to make sure you understand every part of the installation process. We are thrilled that you're now a member of the Sunnova Family!^JD
May. 5th, 2020
Mike Storms Los Lunas, NM
The bottom line is that these folks are terrible. I will be able to buy out the contract at the five year mark in a few months and it can't come soon enough. The delays in getting it installed, and then getting the array installed correctly and competently were really frustrating. Then, right before they got the system to go online, they changed the rate. Several times I've had the system go down, only to call them to report an issue and wait months to get a tech dispatched. Their phone support is terrible. The people who answer the phone are always nice, but getting anything done is nearly impossible. Then when you do get someone to come out, they just enter your property without calling first and with no notice (months after you report an issue). If they just messed up once or twice in the past 4+ years, I wouldn't be inspired to write such a bad review. These folks have just been so terrible at every single step along the way that I'd be impressed at their incompetence if it wasn't so maddening. I suggest any potential solar customer use any company but these folks. They are terrible.
5 years ago
Reply from Sunnova
Hello Mike Storms , thank you for bringing this to our attention. We are sorry to hear that this was your experience with Sunnova. We do appreciate your business and would like an opportunity to make things right. One of our Resolution Specialists will contact you shortly. We can only improve by knowing what our areas of opportunity are for improvement^OA
May. 1st, 2020
George Elkton, MD
Very professional, did what they had to do with little disrupting. Waiting on my next election. bill to see how much it drops. Thank You George and Linda
5 years ago
Reply from Sunnova
Good morning George, Thank you for your positive 5 star feedback, we do appreciate your business, and Welcome to the Sunnova family!. ^MP
Apr. 30th, 2020
CE Byrd Takoma Park, MD
To start the whole process has been one issue after the other. It took 3 times before the panels could be installed. Once due to inclement weather. Now I finally got the system working and in addition to my solar bill I get a bill form Pepco higher than what I was paying before. I was told I would get 2 bills but the Pepco bill would be lower. That is not true. When I call customer service they just kept reading a script and was told my credit would come at the end of the year if I had one. The payment amount the sales rep gave me is much different than the reality. I am totally unhappy and stuck with this service. I would not recommend doing business with this company. What a ripoff!!!!
6 years ago
Reply from Sunnova
Thank you for reaching out, CE Byrd. We are very sorry to hear about your experience. We'll escalate your note to the appropriate department. Can you please send us a private message with your System ID and a phone number where we can reach you?^JD
Apr. 21st, 2020
Mike Fresno, CA
The sales reps and those who came to work were very positive and responsive to questions. And, they were good about cleaning up after themselves.
Thank you!
6 years ago
Reply from Sunnova
Good morning Mike, Thank you for your positive feedback and welcome to the Sunnova family!. ^MP
Apr. 16th, 2020
Chuck Becerra Newbury Park, CA
Great company. First class service from the beginning to the end. The salesmen was extremely knowledgeable and the contractors who installed it were first rate.
6 years ago
Reply from Sunnova
Thank you Mr. Becerra! We aim to provide the best customer experience, and we are constantly working to make our installation process as hassle-free as possible. Welcome to the Sunnova family!^JD
Apr. 14th, 2020
