Please see the details below:Customer:? [redacted] Sunnova Account ID: [redacted] Sunnova Case Number: [redacted] Issue:Customer feels he was misled on the operation of the system and the way he would be billedWe requested the customer send his bills in for analysis on 9/14/? Customer declined to send? The operation and functionality of the customer's system is industry standard and detailed in the Lease Amendment he signed? Industry standard for? solar powered homes is that they are still on their utility grid? Because they are still receiving power from public utility the customer will receive two bills, as they are receiving power from two sourcesThe customer is located in [redacted] where the price is per KWH? He? is currently receiving per KWH under his contract with Sunnova? Customer is upset with the time frame taken to have system operating? The customer didn't sign off on the appropriate paperwork until February of and then we must wait for Permission to Operate and permits from the [redacted] Energy Commission? Customer should have all of those documents with these ? dates.Customer received a higher? than utility bill after going solarThe price in [redacted] is KWH and the customer is receiving KWH? Please see signed Lease Amendment.Customer requested to have billing due date changed but was unable to be accommodated.? Mr [redacted] selected his billing date originally? We cannot accommodate the date he's requesting; however we can offer the 17th as an alternative.Customer would like panels removed and to be released from the agreement? If the customer would like his panels removed then he will have to pay for the cost of removal? ? 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 [redacted] or email us at? [redacted] ? 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 are currently conducting a full review of the customer’s complaintPlease see the details below: Customer:? [redacted] Sunnova Account ID: [redacted] Sunnova Case Number: [redacted] Issue: Customer feels he was misled on the operation of the system and the way he would be billed Customer is upset with the time frame taken to have system operating Customer received a higher than utility bill after going solar Customer requested to have billing due date changed but was unable to be accommodated Customer would like panels removed and to be released from the agreement 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 [redacted] or email us at [redacted] ? 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 are currently conducting a full review of the customer’s complaint Please see the details below: ? ·? ? ? ? ? ? ? ? Customer: [redacted] ·? ? ? ? ? ? ? ? Sunnova Account ID: [redacted] ·? ? ? ? ? ? ? ? Sunnova Case Number: Case- [redacted] ? Issue: ·? ? ? ? ? ? ? ? Customer is claiming improper sales tactics were used by one of our partners ? 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
Customer has been provided feedback on why February payment was valid (Being billed for January Production), Ms [redacted] was also advised any future payment from March of has been stopped.?
Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint? Is this their final answer? ? It appears to be inconclusive and as if they are still working on it? Further, I spoke with one of their reps on the phone today and she assured me she'd get back to me by close of business with a solution, one way or the other? That did not happen? I am not surprised though! ? Maybe tomorrow? ? I have her direct number and will call her back, if I don't hear from her first? Thank you! [redacted] ?
Thank you for contacting Sunnova’s Customer Care Team.? We have conducted a full review of the account.? Please see the details below:? ·? ? ? ? ? ? ? ? Customer:? [redacted] ·? ? ? ? ? ? ? ? Sunnova Account ID: [redacted] ·? ? ? ? ? ? ? ? Sunnova Case Number:? Case- [redacted] ? Issue:·? ? ? ? ? ? ? ? Customer stated that he is not seeing savings after going solar? Resolution: ·? ? ? ? ? ? ? ? Sunnova conducted a bill analyst and found that the customer is over consuming ·? ? ? ? ? ? ? ? Sunnova has meet our contractual guaranteed production ·? ? ? ? ? ? ? ? Customer was provided energy conservation tips to aid in reducing consumption? We are committed to partnering with Mr [redacted] to assist with any future concerns.? 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?
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 1/8/and assigned ID [redacted] Regards,
Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint? They called and I could not answer the phone when they called because I was with a customerI have called Igancio back at 281-545-and I have left messages asking him to call backI just called twice today October 05, at 10:am and again at 10:05am again I left a message asking call back Regards, ?
Hello [redacted] ***? 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
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: [redacted] ·? ? ? ? ? ? ? ? Sunnova Account ID: [redacted] ·? ? ? ? ? ? ? ? Sunnova Case Number: Case- [redacted] ? Issue: ·? ? ? ? ? ? ? ? Customer is requesting explanation on how solar differentiates from summer to winter months ? 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
Mr***, Sunnovas will be more than happy to address this issue with you directlySince you were one of our partners you have an agreement with us called a [redacted] In that contract the terms specify that any disputes would be handled through arbitration? ? If you have any concerns to address please follow that process or you can contact us directly work toward a resolution
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: J [redacted] ·? ? ? ? ? ? ? ? Sunnova Account ID: [redacted] ·? ? ? ? ? ? ? ? Sunnova Case Number: Case- [redacted] ? Issue: ·? ? ? ? ? ? ? ? Customer is requesting to renegotiate the prepayment amount for their Lease agreement ? 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: 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 [redacted] Sent: Wednesday, March 08, 12:PM Subject: Re: Complaint Update, Thanks to [redacted] 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?
Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint? Problems have not been resolved? I called Sunnova on 2/@ 10:31am and left a message for Ignacio, the customer service rep assigned to my case? He replied back at 6:14pm and told me that sunnova was still looking into the issue? Production is steadily increasing due to the increased hours of daylight present as compared to November,December, January,February? So the system didn't miraculously fix itself? Soon the leaves will be on the neighbors trees and creating Shade on the panels? since the panels fail to strongly generate over the winter, I will have very little kwh banked for high demand summer months Regards, [redacted] ? ?
Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint? I am still getting billed for the contract and getting it withdrawn through autopay from the bank account, even though the contract was terminatedThey are looking into this, and hopefully this gets resolved very soon, and I get refunded money that should never be deductedAlso am waiting on a one year warranty in writing for the roof.? Regards, [redacted] ?
Thank you for contacting Sunnova’s Customer Care Team.? We are in the process of conducting a full review of the account.? Please see the details below: ">·? ? ? ? ? ? ? ? Customer: [redacted] ·? ? ? ? ? ? ? ? Sunnova Account ID: [redacted] ·? ? ? ? ? ? ? ? Sunnova Case Number:? [redacted] Issue: ·? ? ? ? ? ? ? ? Customer states that they have roof damage ·? ? ? ? ? ? ? ? Customer indicates that they are currently not seeing savings ·? ? ? ? ? ? ? ? Customer is requesting to terminate service.? 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 are currently conducting a full review of the customer’s complaintPlease see the details below:? ·? ? ? ? ? ? ? ? Customer: [redacted] ·? ? ? ? ? ? ? ? Sunnova Account ID: [redacted] ·? ? ? ? ? ? ? ? Sunnova Case Number: Case- [redacted] ? Issue:·? ? ? ? ? ? ? ? Customer is requesting compensation prior to terms indicated under her Pagreement? ? 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 [redacted] , 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, [redacted] ?
Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint? From: " [redacted] Date: October 6, at 12:50:PM PDT To: Subject: SunnovaI would like to submit a complaint against Sunnova of HustonThey are a very difficult company to deal withI requested a one on one meeting with a real person to renegotiate a better contractThey say they will only deal over the phone or by e-mailMy signature is not on a contract at this time and the claim the signature is electronic.They sent someone in person from [redacted] **but they claim they will not send him back out as he cannot negotiate contractsThey refuse to send someone from [redacted] who canI want a more equitable contract and I want it soonPlease helpMy e-mail is? [redacted] Thank you [redacted] Regards, ?
Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint? [Provide details of why you are not satisfied with this resolution.] Regards, ? As I explained before we do not have enough equity in our home to place into escrow or to increase the home price? We do not have $15,laying around to pay for the move or add money into an escrow account? The price for the move is preposterous given the fact that that is how much a new solar system cost altogether? I asked again release us from our contract due to violation of the you [redacted] on a home? Even the [redacted] believes that Sunnova is in violation and is actively pursuing forwarding our claim to the consumer protection department who is seeking active litigation on several solar companies for the same issues I’m currently having with you? They are adding this case to this new litigation claim, please release us from this contract ? or eat the cost of some of the requirements to move the solar
Please see the details below:Customer:? [redacted] Sunnova Account ID: [redacted] Sunnova Case Number: [redacted] Issue:Customer feels he was misled on the operation of the system and the way he would be billedWe requested the customer send his bills in for analysis on 9/14/? Customer declined to send? The operation and functionality of the customer's system is industry standard and detailed in the Lease Amendment he signed? Industry standard for? solar powered homes is that they are still on their utility grid? Because they are still receiving power from public utility the customer will receive two bills, as they are receiving power from two sourcesThe customer is located in [redacted] where the price is per KWH? He? is currently receiving per KWH under his contract with Sunnova? Customer is upset with the time frame taken to have system operating? The customer didn't sign off on the appropriate paperwork until February of and then we must wait for Permission to Operate and permits from the [redacted] Energy Commission? Customer should have all of those documents with these ? dates.Customer received a higher? than utility bill after going solarThe price in [redacted] is KWH and the customer is receiving KWH? Please see signed Lease Amendment.Customer requested to have billing due date changed but was unable to be accommodated.? Mr [redacted] selected his billing date originally? We cannot accommodate the date he's requesting; however we can offer the 17th as an alternative.Customer would like panels removed and to be released from the agreement? If the customer would like his panels removed then he will have to pay for the cost of removal? ? 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 [redacted] or email us at? [redacted] ? 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 are currently conducting a full review of the customer’s complaintPlease see the details below: Customer:? [redacted] Sunnova Account ID: [redacted] Sunnova Case Number: [redacted] Issue: Customer feels he was misled on the operation of the system and the way he would be billed Customer is upset with the time frame taken to have system operating Customer received a higher than utility bill after going solar Customer requested to have billing due date changed but was unable to be accommodated Customer would like panels removed and to be released from the agreement 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 [redacted] or email us at [redacted] ? 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 are currently conducting a full review of the customer’s complaint Please see the details below: ? ·? ? ? ? ? ? ? ? Customer: [redacted] ·? ? ? ? ? ? ? ? Sunnova Account ID: [redacted] ·? ? ? ? ? ? ? ? Sunnova Case Number: Case- [redacted] ? Issue: ·? ? ? ? ? ? ? ? Customer is claiming improper sales tactics were used by one of our partners ? 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
Customer has been provided feedback on why February payment was valid (Being billed for January Production), Ms [redacted] was also advised any future payment from March of has been stopped.?
Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint? Is this their final answer? ? It appears to be inconclusive and as if they are still working on it? Further, I spoke with one of their reps on the phone today and she assured me she'd get back to me by close of business with a solution, one way or the other? That did not happen? I am not surprised though! ? Maybe tomorrow? ? I have her direct number and will call her back, if I don't hear from her first? Thank you! [redacted] ?
Thank you for contacting Sunnova’s Customer Care Team.? We have conducted a full review of the account.? Please see the details below:? ·? ? ? ? ? ? ? ? Customer:? [redacted] ·? ? ? ? ? ? ? ? Sunnova Account ID: [redacted] ·? ? ? ? ? ? ? ? Sunnova Case Number:? Case- [redacted] ? Issue:·? ? ? ? ? ? ? ? Customer stated that he is not seeing savings after going solar? Resolution: ·? ? ? ? ? ? ? ? Sunnova conducted a bill analyst and found that the customer is over consuming ·? ? ? ? ? ? ? ? Sunnova has meet our contractual guaranteed production ·? ? ? ? ? ? ? ? Customer was provided energy conservation tips to aid in reducing consumption? We are committed to partnering with Mr [redacted] to assist with any future concerns.? 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?
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 1/8/and assigned ID [redacted] Regards,
Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint? They called and I could not answer the phone when they called because I was with a customerI have called Igancio back at 281-545-and I have left messages asking him to call backI just called twice today October 05, at 10:am and again at 10:05am again I left a message asking call back Regards, ?
Hello [redacted] ***? 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
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: [redacted] ·? ? ? ? ? ? ? ? Sunnova Account ID: [redacted] ·? ? ? ? ? ? ? ? Sunnova Case Number: Case- [redacted] ? Issue: ·? ? ? ? ? ? ? ? Customer is requesting explanation on how solar differentiates from summer to winter months ? 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
Mr***, Sunnovas will be more than happy to address this issue with you directlySince you were one of our partners you have an agreement with us called a [redacted] In that contract the terms specify that any disputes would be handled through arbitration? ? If you have any concerns to address please follow that process or you can contact us directly work toward a resolution
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: J [redacted] ·? ? ? ? ? ? ? ? Sunnova Account ID: [redacted] ·? ? ? ? ? ? ? ? Sunnova Case Number: Case- [redacted] ? Issue: ·? ? ? ? ? ? ? ? Customer is requesting to renegotiate the prepayment amount for their Lease agreement ? 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: 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 [redacted] Sent: Wednesday, March 08, 12:PM Subject: Re: Complaint Update, Thanks to [redacted] 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?
Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint? Problems have not been resolved? I called Sunnova on 2/@ 10:31am and left a message for Ignacio, the customer service rep assigned to my case? He replied back at 6:14pm and told me that sunnova was still looking into the issue? Production is steadily increasing due to the increased hours of daylight present as compared to November,December, January,February? So the system didn't miraculously fix itself? Soon the leaves will be on the neighbors trees and creating Shade on the panels? since the panels fail to strongly generate over the winter, I will have very little kwh banked for high demand summer months Regards, [redacted] ? ?
Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint? I am still getting billed for the contract and getting it withdrawn through autopay from the bank account, even though the contract was terminatedThey are looking into this, and hopefully this gets resolved very soon, and I get refunded money that should never be deductedAlso am waiting on a one year warranty in writing for the roof.? Regards, [redacted] ?
Thank you for contacting Sunnova’s Customer Care Team.? We are in the process of conducting a full review of the account.? Please see the details below: ">·? ? ? ? ? ? ? ? Customer: [redacted] ·? ? ? ? ? ? ? ? Sunnova Account ID: [redacted] ·? ? ? ? ? ? ? ? Sunnova Case Number:? [redacted] Issue: ·? ? ? ? ? ? ? ? Customer states that they have roof damage ·? ? ? ? ? ? ? ? Customer indicates that they are currently not seeing savings ·? ? ? ? ? ? ? ? Customer is requesting to terminate service.? 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 are currently conducting a full review of the customer’s complaintPlease see the details below:? ·? ? ? ? ? ? ? ? Customer: [redacted] ·? ? ? ? ? ? ? ? Sunnova Account ID: [redacted] ·? ? ? ? ? ? ? ? Sunnova Case Number: Case- [redacted] ? Issue:·? ? ? ? ? ? ? ? Customer is requesting compensation prior to terms indicated under her Pagreement? ? 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 [redacted] , 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, [redacted] ?
Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint? From: " [redacted] Date: October 6, at 12:50:PM PDT To: Subject: SunnovaI would like to submit a complaint against Sunnova of HustonThey are a very difficult company to deal withI requested a one on one meeting with a real person to renegotiate a better contractThey say they will only deal over the phone or by e-mailMy signature is not on a contract at this time and the claim the signature is electronic.They sent someone in person from [redacted] **but they claim they will not send him back out as he cannot negotiate contractsThey refuse to send someone from [redacted] who canI want a more equitable contract and I want it soonPlease helpMy e-mail is? [redacted] Thank you [redacted] Regards, ?
Revdex.com: I have reviewed the? response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint? [Provide details of why you are not satisfied with this resolution.] Regards, ? As I explained before we do not have enough equity in our home to place into escrow or to increase the home price? We do not have $15,laying around to pay for the move or add money into an escrow account? The price for the move is preposterous given the fact that that is how much a new solar system cost altogether? I asked again release us from our contract due to violation of the you [redacted] on a home? Even the [redacted] believes that Sunnova is in violation and is actively pursuing forwarding our claim to the consumer protection department who is seeking active litigation on several solar companies for the same issues I’m currently having with you? They are adding this case to this new litigation claim, please release us from this contract ? or eat the cost of some of the requirements to move the solar