Sunnova Reviews

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!

I am very satisfied with the customer service provided up to now. All technicians are very responsive and professional and solved rapidly a issues with the system

I like the solar panels. The employees are very helpful. In 2019, when I called the Holyoke office, I had difficulty with trying to speak to an employee

Sun nova staff was very knowledgeable of what they were selling us and explaining there product we are very excited we qualified to purchase their product

I've had no problems with my system the panels or my billing when something happened with my panels I wasn't aware of it ,they were here to fix the problem

The solar technicians were on time, had very professional personalities, worked efficiently, cleaned up the areas and left promptly on completion of the job.

The app is easy to follow. The sales person was knowledgeable about the product. I haven't received any equipment yet to say more. From what I know so far everything seems to be moving forward.

CUSTOMER SERVICE IS GREAT. THE COMPANY IS A TRUSTWORTHY ONE THAT GIVES YOU THE SECURITY THAT THE PRODUCT YOU GOT IS GREAT. OVERALL AN EXCELLENT EXPERIENCE

They did what they said they were going to do in the time they said they were going to do it in I was very pleased with everyone that helped the project along

the way I received all the information (step by step) for this installation and I did like seeing the videos showing what the next step would be like.

Sunnova has restored my trust in the solar industry. I finally feel that my home is operating as it should and look forward to the full benefits of our solar panels.