Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint?
I have not received a call from Sunnova regarding this matter? I also emailed them and never heard back
Regards,
?
Thank you for contacting Sunnova’s Customer Care TeamWe are currently conducting a full review of the customer’s complaint Please see the details below: ? ·? ? ? ? ? ? ? ? Customer: *** *** ·? ? ? ? ? ? ? ? Sunnova
Account ID: *** ·? ? ? ? ? ? ? ? Sunnova Case Number: Case-*** ? Issue: ·? ? ? ? ? ? ? ? Customer is requesting to have removal and reinstallation expedited to have roof repair? ? Sunnova is currently researching this issue for the customer, we have reached out to the customer to gather additional detailsA final resolution will be submitted to you on this matter ? If you have any questions, please contact us at (281) 985- or email us at [email protected]? We are available Monday through Friday from 7:am to 7:pm Central Standard Time
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
? My solar system is still not working properly and I have been waiting weeks for a provider to come out and look at my system? In the meantime, I am spending money on a solar system that is not working and paying for electricity from the electric company? I will not close this complaint until they either fix my system and compensate me for the money I am losing or they let me out of the agreement altogether? I have no faith that Sunnova will send a technician out to look at the system any time soon? They don't have a partner in the area to provide service
Regards,? *** ***
?
Thank
you for contacting Sunnova’s Customer Care Team.? We have conducted a full
review of the account.? Please see the
details below:
?
·? ? ? ? ? ? ? ?
Customer: *** *** / *** ***
·? ? ? ? ? ? ? ?
Sunnova Account ID: ***
·? ? ? ? ? ? ? ?
Sunnova Case Number:? ***
?
Issue:
·? ? ? ? ? ? ? ?
Customer is receiving higher than
bills
·? ? ? ? ? ? ? ?
Customer requested to have tech visit
to confirm system performance
?
Resolution:
·? ? ? ? ? ? ? ?
Tech visited the home and confirmed system is
working as expected
·? ? ? ? ? ? ? ?
An educational tutorial was provided to the
customer on the visit
?
?
If you have any questions, please contact us at (281) 985- or email us at [email protected]? We are available Monday
through Friday from 7:am to 7:pm Central Standard Time
?
Thank
you again for contacting Sunnova’s Customer Care Team?
Thank you for
contacting Sunnova’s Customer Care Team.? We have conducted a full review of the
account.? Please see the details below:
">·? ? ? ? ? ? ? ?
Customer:?
*** ***
·? ? ? ? ? ? ? ?
Sunnova Account ID: ***
·? ? ? ? ? ? ? ?
Sunnova Case Number:? ***
?
Issue:
·? ? ? ? ? ? ? ?
Customer is requesting a product change/ new
agreement with no escalator
·? ? ? ? ? ? ? ?
Customer wants more energy to offset utility
provider
·? ? ? ? ? ? ? ?
Contractor not assisting the customer needs
If you have any questions, please contact us at (281) 985- or
email us at [email protected]
? We are available Monday through Friday from 7:am to 7:pm Central
Standard Time
?
Thank you again for contacting Sunnova’s Customer Care
Team.?
?
Thank you for contacting Sunnova’s Customer Care TeamWe have conducted a full review of the accountPlease see the details below:? * Customer: *** *** Sunnova Account ID: *** Sunnova Case Number: ***? Issue:* Customer states that they are not seeing savings.* Customer is
receiving higher than bills from the utility provider.* Customer has concerns regarding system production.? ? If you have any questions, please contact us at (281) 985- or email us at [email protected] are available Monday through Friday from 7:am to 7:pm Central Standard Time.? Thank you again for contacting Sunnova’s Customer Care Team
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint?
Like I stated in the previous complaints, I am totally dissatisfied with Sunova and I want the panels removed from my roof asap, I will begin the process of charging a fee for storage.? I sincerely feel that a whole year is a bit much to wait for a product that was promised within three months
Regards,*** ***
?
Revdex.com:
This letter is to inform you that Sunnova has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/20/and assigned ID ***Sent: Wednesday, March 08, 12:PM Subject: Re: Complaint Update, Thanks to *** *** and Toni from Sunnova, I was able to get the issue resolved todayOf course I really won't know until my next billing cycle but I have high hopesThank you for your help in resolving this matter?
Hello *** ***? I hope you are well.Please be aware that Sunnova shopped around for the most inexpensive quote for the removal and re-installation of the solar system.? ? We discussed the possibility of doing a prepayment that could be paid for in escrow.We informed you that you could have the homebuyer call Sunnova so that we could educate them on the price of solar.? ? Please allow me to reiterate that Sunnova reaps no profit from the removal and relocation of our system, that is something paid directly the 3rd party.? Thank you for your time
Sunnova has done a thorough investigation in regards to the our customer's complaintOur legal counsel has advised the customer that the contract is valid after carefully reviewing all details of the accountSunnova did offer Mr*** a credit which is not unusual based on the fact in his contract at the month term the customer would be compensated for any production that we did not meetThe credit offered was an early true up based on the timeframe that his system was not performing optimally.In our investigation we considered some of the following facts: ? The customer has been paying as the terms indicateIn September of the customer contacted us in regards to a roof leak, which is a major repairThe roof leak was not solar relatedThis system has been in service since 8/12/2015, we did not get any notification from this customer in regards to the validity of the contract until 6/2016The original email address where the contract was signed was? *** in our communication with Mr*** we changed it ? to? ***on 9/15/2015Lastly, we are eager to address Mr***'s concerns in regards to any issues that he may have with the systemSunnova understands that our customers go solar to save money on their electricity bills and if the customer is not seeing savings we are more than happy to address those concerns.? Respectfully,Issue Resolution Team? ? ? ?
Sunnova has assisted in providing customer with a solar service credit that equals to two solar months, also issues with solar system have been resolved.?
Thank you for contacting Sunnova’s Issue Resolution TeamWe are currently conducting a full review of the customer’s concerns Please see the details below: ? ·? ? ? ? ? ? ? ? Customer: *** McLellan ·? ? ? ? ? ? ? ? Sunnova
Account ID: *** ·? ? ? ? ? ? ? ? Sunnova Case Number: Case*** ? Issue: ·? ? ? ? ? ? ? ? Customer is requesting for accessories (snow guards) to be covered under the terms of the agreement? Sunnova is currently researching this issue; we have reached out to the customer to gather additional detailsOur Issue Resolution Team will submit a final resolution to you on this matter If you have any questions, please contact us at (281) 985- or email us at [email protected]? We are available Monday through Friday from 7:am to 7:pm Central Standard Time
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint?
I appreciate the gesture to credit my account for your underproduction system now, but I would have gotten it back in years? Still not worth all of the drama and headaches caused over the past months? Still awaiting a plan to fix my system to generate at least the guaranteed amount of kWh
Regards,
*** ***
?
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint?
[Provide details of why you are not satisfied with this resolution.]
Regards,
We have been trying to get paid with Sunnova every week since May 2017! Sunnova was unwilling to pay the balance dueIt is a large amount money which our employee's life depends on, as well as our business future depends onAs long as we haven't received the full paymentWe are going to continue filing complaints not only in Revdex.com and also SEC too.? Thomas
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint?
[Provide details of why you are not satisfied with this resolution.]they have had MONTHS to help with my issues and have done nothing except threaten to charge me more money even though they are aware they have NOT provided service because they can monitor system and see nothing was produced
Regards,
?
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint?
Ok great, but until issues are resolved, I will still pursue answers and look for ongoing follow up
Regards,***
?
Thank you
for contacting Sunnova’s Customer Care Team.? We have conducted a full
review of the account.? Please see the
details below:
?
·? ? ? ? ? ? ? ?
Customer:
? ***
***
·? ? ? ? ? ? ? ?
Sunnova
Account ID: ***
·? ? ? ? ? ? ? ?
Sunnova
Case Number:? ***
?
Issue: ?
·? ? ? ? ? ? ? ?
Customer
not understanding the terms of the agreement
·? ? ? ? ? ? ? ?
Customer
is receiving higher than bills from the utility provider
·? ? ? ? ? ? ? ?
Customer
not seeing savings
?
Response:
·? ? ? ? ? ? ? ?
Customer
was re-educated on the agreement
·? ? ? ? ? ? ? ?
Customer
was advised of their increase of consumption
?
If you have any questions, please contact us at (281) 985-
or email us at [email protected]? We are available Monday
through Friday from 7:am to 7:pm Central Standard Time
?
Thank you
again for contacting Sunnova’s Customer Care Team?
Sunnova will continue to contact Mr*** to provide feedback on true up numbers?
Sunnnova has spoken to customer in regards to her solar rate, she has agreed to send in months of bills to Toni T*** to work on a rate revision.?
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint?
I have not received a call from Sunnova regarding this matter? I also emailed them and never heard back
Regards,
?
Thank you for contacting Sunnova’s Customer Care TeamWe are currently conducting a full review of the customer’s complaint Please see the details below: ? ·? ? ? ? ? ? ? ? Customer: *** *** ·? ? ? ? ? ? ? ? Sunnova
Account ID: *** ·? ? ? ? ? ? ? ? Sunnova Case Number: Case-*** ? Issue: ·? ? ? ? ? ? ? ? Customer is requesting to have removal and reinstallation expedited to have roof repair? ? Sunnova is currently researching this issue for the customer, we have reached out to the customer to gather additional detailsA final resolution will be submitted to you on this matter ? If you have any questions, please contact us at (281) 985- or email us at [email protected]? We are available Monday through Friday from 7:am to 7:pm Central Standard Time
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
? My solar system is still not working properly and I have been waiting weeks for a provider to come out and look at my system? In the meantime, I am spending money on a solar system that is not working and paying for electricity from the electric company? I will not close this complaint until they either fix my system and compensate me for the money I am losing or they let me out of the agreement altogether? I have no faith that Sunnova will send a technician out to look at the system any time soon? They don't have a partner in the area to provide service
Regards,? *** ***
?
Thank
you for contacting Sunnova’s Customer Care Team.? We have conducted a full
review of the account.? Please see the
details below:
?
·? ? ? ? ? ? ? ?
Customer: *** *** / *** ***
·? ? ? ? ? ? ? ?
Sunnova Account ID: ***
·? ? ? ? ? ? ? ?
Sunnova Case Number:? ***
?
Issue:
·? ? ? ? ? ? ? ?
Customer is receiving higher than
bills
·? ? ? ? ? ? ? ?
Customer requested to have tech visit
to confirm system performance
?
Resolution:
·? ? ? ? ? ? ? ?
Tech visited the home and confirmed system is
working as expected
·? ? ? ? ? ? ? ?
An educational tutorial was provided to the
customer on the visit
?
?
If you have any questions, please contact us at (281) 985- or email us at [email protected]? We are available Monday
through Friday from 7:am to 7:pm Central Standard Time
?
Thank
you again for contacting Sunnova’s Customer Care Team?
Thank you for
contacting Sunnova’s Customer Care Team.? We have conducted a full review of the
account.? Please see the details below:
">·? ? ? ? ? ? ? ?
Customer:?
*** ***
·? ? ? ? ? ? ? ?
Sunnova Account ID: ***
·? ? ? ? ? ? ? ?
Sunnova Case Number:? ***
?
Issue:
·? ? ? ? ? ? ? ?
Customer is requesting a product change/ new
agreement with no escalator
·? ? ? ? ? ? ? ?
Customer wants more energy to offset utility
provider
·? ? ? ? ? ? ? ?
Contractor not assisting the customer needs
If you have any questions, please contact us at (281) 985- or
email us at [email protected]
? We are available Monday through Friday from 7:am to 7:pm Central
Standard Time
?
Thank you again for contacting Sunnova’s Customer Care
Team.?
?
Thank you for contacting Sunnova’s Customer Care TeamWe have conducted a full review of the accountPlease see the details below:? * Customer: *** *** Sunnova Account ID: *** Sunnova Case Number: ***? Issue:* Customer states that they are not seeing savings.* Customer is
receiving higher than bills from the utility provider.* Customer has concerns regarding system production.? ? If you have any questions, please contact us at (281) 985- or email us at [email protected] are available Monday through Friday from 7:am to 7:pm Central Standard Time.? Thank you again for contacting Sunnova’s Customer Care Team
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint?
Like I stated in the previous complaints, I am totally dissatisfied with Sunova and I want the panels removed from my roof asap, I will begin the process of charging a fee for storage.? I sincerely feel that a whole year is a bit much to wait for a product that was promised within three months
Regards,*** ***
?
Revdex.com:
This letter is to inform you that Sunnova has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/20/and assigned ID ***Sent: Wednesday, March 08, 12:PM Subject: Re: Complaint Update, Thanks to *** *** and Toni from Sunnova, I was able to get the issue resolved todayOf course I really won't know until my next billing cycle but I have high hopesThank you for your help in resolving this matter?
Hello *** ***? I hope you are well.Please be aware that Sunnova shopped around for the most inexpensive quote for the removal and re-installation of the solar system.? ? We discussed the possibility of doing a prepayment that could be paid for in escrow.We informed you that you could have the homebuyer call Sunnova so that we could educate them on the price of solar.? ? Please allow me to reiterate that Sunnova reaps no profit from the removal and relocation of our system, that is something paid directly the 3rd party.? Thank you for your time
Sunnova has done a thorough investigation in regards to the our customer's complaintOur legal counsel has advised the customer that the contract is valid after carefully reviewing all details of the accountSunnova did offer Mr*** a credit which is not unusual based on the fact in his contract at the month term the customer would be compensated for any production that we did not meetThe credit offered was an early true up based on the timeframe that his system was not performing optimally.In our investigation we considered some of the following facts: ? The customer has been paying as the terms indicateIn September of the customer contacted us in regards to a roof leak, which is a major repairThe roof leak was not solar relatedThis system has been in service since 8/12/2015, we did not get any notification from this customer in regards to the validity of the contract until 6/2016The original email address where the contract was signed was? *** in our communication with Mr*** we changed it ? to? ***on 9/15/2015Lastly, we are eager to address Mr***'s concerns in regards to any issues that he may have with the systemSunnova understands that our customers go solar to save money on their electricity bills and if the customer is not seeing savings we are more than happy to address those concerns.? Respectfully,Issue Resolution Team? ? ? ?
Sunnova has assisted in providing customer with a solar service credit that equals to two solar months, also issues with solar system have been resolved.?
Sunnova is looking into all options to provide customer a resolution, we will be contacting customer with update?
Thank you for contacting Sunnova’s Issue Resolution TeamWe are currently conducting a full review of the customer’s concerns Please see the details below: ? ·? ? ? ? ? ? ? ? Customer: *** McLellan ·? ? ? ? ? ? ? ? Sunnova
Account ID: *** ·? ? ? ? ? ? ? ? Sunnova Case Number: Case*** ? Issue: ·? ? ? ? ? ? ? ? Customer is requesting for accessories (snow guards) to be covered under the terms of the agreement? Sunnova is currently researching this issue; we have reached out to the customer to gather additional detailsOur Issue Resolution Team will submit a final resolution to you on this matter If you have any questions, please contact us at (281) 985- or email us at [email protected]? We are available Monday through Friday from 7:am to 7:pm Central Standard Time
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint?
I appreciate the gesture to credit my account for your underproduction system now, but I would have gotten it back in years? Still not worth all of the drama and headaches caused over the past months? Still awaiting a plan to fix my system to generate at least the guaranteed amount of kWh
Regards,
*** ***
?
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint?
[Provide details of why you are not satisfied with this resolution.]
Regards,
We have been trying to get paid with Sunnova every week since May 2017! Sunnova was unwilling to pay the balance dueIt is a large amount money which our employee's life depends on, as well as our business future depends onAs long as we haven't received the full paymentWe are going to continue filing complaints not only in Revdex.com and also SEC too.? Thomas
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint?
[Provide details of why you are not satisfied with this resolution.]they have had MONTHS to help with my issues and have done nothing except threaten to charge me more money even though they are aware they have NOT provided service because they can monitor system and see nothing was produced
Regards,
?
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint?
Ok great, but until issues are resolved, I will still pursue answers and look for ongoing follow up
Regards,***
?
Thank you
for contacting Sunnova’s Customer Care Team.? We have conducted a full
review of the account.? Please see the
details below:
?
·? ? ? ? ? ? ? ?
Customer:
? ***
***
·? ? ? ? ? ? ? ?
Sunnova
Account ID: ***
·? ? ? ? ? ? ? ?
Sunnova
Case Number:? ***
?
Issue: ?
·? ? ? ? ? ? ? ?
Customer
not understanding the terms of the agreement
·? ? ? ? ? ? ? ?
Customer
is receiving higher than bills from the utility provider
·? ? ? ? ? ? ? ?
Customer
not seeing savings
?
Response:
·? ? ? ? ? ? ? ?
Customer
was re-educated on the agreement
·? ? ? ? ? ? ? ?
Customer
was advised of their increase of consumption
?
If you have any questions, please contact us at (281) 985-
or email us at [email protected]? We are available Monday
through Friday from 7:am to 7:pm Central Standard Time
?
Thank you
again for contacting Sunnova’s Customer Care Team?