Thank you for contacting Sunnova’s Customer Care TeamWe have conducted a full review of the accountPlease see the details below:? [redacted] Customer: [redacted] Sunnova Account ID: [redacted] Sunnova Case Number: [redacted] ? Issue: [redacted] Customer states that they are not seeing savings[redacted] Customer is receiving higher than bills from the utility provider[redacted] 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
Sunnova received a letter earlier today from ***’s counsel regarding this matter and we currently working with them to resolve this matter? Nonetheless, this matter is a commercial contract dispute (not a consumer complaint) that needs to be addressed in the manner to which the parties agreed in pursuant to the [redacted] between the Sunnova and [redacted] ***.”? Further, Sunnova has withheld any monies allegedly owed to [redacted] ***? as allowed under the [redacted] and will discuss this matter in greater detail with their counsel
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] , [redacted] [mailto: [redacted] ] Sent: Tuesday, November 22, 7:AM To: drteam Subject: Complaint ID # [redacted] Importance: High? I had filed a complaint under the above ID ?" it has not been resolved, the problem is still ongoing and UI have received no resolution whatsoever? When I received a note from your bureau asking if I would accept the company calling to resolve my issue I indicated yes only if they actually called and resolved my issue which they have not done? My system has remained broken and they have done nothing nor have they reimbursed me ?" in fact they just deducted more $$ out of my account.? ? [redacted] ? *? [redacted] ***? *? [redacted] **? [redacted] ? *? [redacted] *? [redacted] ?
Sunnova is looking into alternative options to assist customer. Customer has also been referred to third party company ** *** *** in regards to adding additional panels.
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
Customer service has already been contacted, and has not remedied the situation The SunNova website, which used to work properly, no longer allows this customer to monitor electrical production - which appears to be zero due to electrical bills high amounts The website has been unavailable for months (prevented logging in), and more recently is available, but states "your account does no currently have a System or a Meter Id" (see attached photo) SunNova is in violation of the lease terms, and thus the lease should be rendered null and void
Regards,*** ***
Thank you for contacting Sunnova’s Issue Resolution TeamWe are currently conducting a full review of the customer’s complaint Please see the details below:
• Customer’s Name: *** *** • Sunnova Account: *** • Issue Resolution Case: *** Customer’s Complaint: Customer has concerns about the amount of time it has taken to receive the quote for his systems relocation 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 *** *** *** or email us at [email protected]. We are available Monday through Friday from 7:am to 7:pm Central Standard Time
We apologize for the delay in posting this resolution, in order to move forward we had to gain approvals from internal sourcesBelow is the resolution that Ms*** and Sunnova agreed to Sunnova is processing an early true up outside of the terms of the contract to Ms***’s account, the breakdown will be as followsThe total credit is $and that amount will be divided into months to reduce the customer’s payments for a period of months The credit provided will reduce the customer’s payment by $a month The monthly payments will go from $to $a year Sunnova went over the terms of the lease agreement, to address how under production is compensated at the end of monthsIn the contract the compensation for underproduction will be multiplied by solar rate and that amount is refunded via check Lastly, the solar agreement was sent to the customer’s email on file
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 received a call but was not available I returned the call but the team was not available and am awaiting a return call
Regards,
Mr*** was contacted and provided an apology for the numerous calls he received from the collections teamHe was also advised of technical glitch within out billing department and assured issue had been correctedMr*** requested for Sunnova not to call him unless we offered more credits
or in regards to owing money after the credits are up.
Thank you for this recent response from our customerWe are currently waiting for the scheduled visit to occur on 6/18/in order for us to evaluate our next step in the resolution processWe realize this has been an inconvenience based on the discussions that we have had with Mrs***, for which we sincerely apologize. Once *** *** has made the necessary assessment and/or system repairs we will reevaluate our customer's accountThank you again for your continued patience in this matter. Best Regards,Toni ***Issue Resolution Supervisor
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 will not accept the business' resolution until we have a satisfactory resolution in placeI am sick of monitoring the system and communicating with Sunnova about this issueThis Revdex.com complaint is a prime example of how inept the business is at resolving issuesThis case has been open for a whole month due to the company's inability to adequately address the ongoing issues with the *** panels. I look forward to hearing the business' final resolution and as stated many times I will not accept anything the business proposes until the issues are adequately addressed and steps are outlined as to how we got here and what will be done to prevent these issues from happening again in the future. The experience we have received thus far is NOT what an A-graded Revdex.com business.
Regards,
*** ***
Sunnova will continue to make sure all of the customers concerns are addressed, we will also continue to monitor their monthly statements to make sure no issues arise.
Sent: Friday, September 11, 5:PM To: Victoria Wray Subject: Revdex.com Complaint ID#*** Thank you for contacting Sunnova’ s Customer Care Team. We have conducted a full review of the account below: Customer’s Name: *** *** Sunnova Account ID: *** Case Number: *** Issue: Our customer, *** ***, passed away (along with his spouse); leaving their estate to their daughter *** *** Ms*** believes the solar system is making her parents’ home difficult to sell. As a result, she now wants to cancel Mr***’ 25-year agreement and have the system removed Resolution: Because of the long-term nature of the agreement, Sunnova’s contract specifically states that the contract terms bind the customer’s estate and heirs The customer’s heirs/executor or probate trustee can exercise any of options: (i) transfer the rights and obligations of the system to the new buyer of the home; (ii) move the system to a new home in the same utility district (customer pays costs to move the system); or (iii) prepay the system and let the new owner assume only the nonpayment portions of the contract. Failure of the heir/executor/trustee to select one of the choices above will mean the account is in default In the interest of reaching an amicable resolution with Ms***, Sunnova offers the following options: The estate may pay off the term of the contract Transfer the system to the new home buyers System removal and move to another property, which does incur fees Sunnova has offered to work directly with the potential home buyers in order to educate them on the benefits of the solar system; or to have Ms*** take over the monthly payments and continue enjoying the benefits of solar Lastly we offered the option of system removal and re-install at a different property; with this option, there will be fees associated with the removal and re-install process we will call the customer with the cost associated with this option Ms*** has indicated her preference is to have the system removed and the 25-year contract between Mr*** and Sunnova cancelled; but there are no legal or factual grounds of which Sunnova is aware to justify doing so If you have any questions, please contact us at *** *** *** or email us at *** 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. Toni T*** Customer Care Supervisor I Sunnova Fax: *** *** *** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressedIf you have received this email in error, please notify the Sunnova system manager at ***Please note that the views or opinions presented in this email are solely those of the author and do not necessarily represent those of the SunnovaFurther, no employee or agent is authorized to enter into a binding agreement on behalf of Sunnova via email unless such agreement has been properly approved according to Sunnova’s internal policies and proceduresFinally, the recipient should check this email and any attachments for the presence of virusesSunnova accepts no liability for any damage caused by any virus transmitted by this email.
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
The prepayment suggested by Sunnova is twice the fair market value for solar panels in NMSunnova has ignored consumer laws and then hide behind their attorneys with unnecessary delays, and unrealistic settlement attemptsSunnova exploits unsuspecting customers. I have referred this matter to the ** *** *** *** *or pursuit of criminal charges against SunnovaThey have committed forgery and fraudDo NOT do business with this company!
Regards,
Dr*** ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me
Thank you for contacting Sunnova’s Customer Care TeamWe have conducted a full review of the accountPlease see the details below:? [redacted] Customer: [redacted] Sunnova Account ID: [redacted] Sunnova Case Number: [redacted] ? Issue: [redacted] Customer states that they are not seeing savings[redacted] Customer is receiving higher than bills from the utility provider[redacted] 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
Sunnova's claim department is working directly with Mr [redacted] legal representation in attempting to find a resolution
Sunnova received a letter earlier today from ***’s counsel regarding this matter and we currently working with them to resolve this matter? Nonetheless, this matter is a commercial contract dispute (not a consumer complaint) that needs to be addressed in the manner to which the parties agreed in pursuant to the [redacted] between the Sunnova and [redacted] ***.”? Further, Sunnova has withheld any monies allegedly owed to [redacted] ***? as allowed under the [redacted] and will discuss this matter in greater detail with their counsel
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] , [redacted] [mailto: [redacted] ] Sent: Tuesday, November 22, 7:AM To: drteam Subject: Complaint ID # [redacted] Importance: High? I had filed a complaint under the above ID ?" it has not been resolved, the problem is still ongoing and UI have received no resolution whatsoever? When I received a note from your bureau asking if I would accept the company calling to resolve my issue I indicated yes only if they actually called and resolved my issue which they have not done? My system has remained broken and they have done nothing nor have they reimbursed me ?" in fact they just deducted more $$ out of my account.? ? [redacted] ? *? [redacted] ***? *? [redacted] **? [redacted] ? *? [redacted] *? [redacted] ?
We are currently working with Mr [redacted] on a resolutionCustomer is being contacted weekly with an update on his request.
Sunnova is looking into alternative options to assist customer. Customer has also been referred to third party company ** *** *** in regards to adding additional panels.
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
Customer service has already been contacted, and has not remedied the situation The SunNova website, which used to work properly, no longer allows this customer to monitor electrical production - which appears to be zero due to electrical bills high amounts The website has been unavailable for months (prevented logging in), and more recently is available, but states "your account does no currently have a System or a Meter Id" (see attached photo) SunNova is in violation of the lease terms, and thus the lease should be rendered null and void
Regards,*** ***
Thank you for contacting Sunnova’s Issue Resolution TeamWe are currently conducting a full review of the customer’s complaint Please see the details below:
• Customer’s Name: *** *** • Sunnova Account: *** • Issue Resolution Case: *** Customer’s Complaint: Customer has concerns about the amount of time it has taken to receive the quote for his systems relocation 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 *** *** *** or email us at [email protected]. We are available Monday through Friday from 7:am to 7:pm Central Standard Time
We apologize for the delay in posting this resolution, in order to move forward we had to gain approvals from internal sourcesBelow is the resolution that Ms*** and Sunnova agreed to Sunnova is processing an early true up outside of the terms of the contract to Ms***’s account, the breakdown will be as followsThe total credit is $and that amount will be divided into months to reduce the customer’s payments for a period of months The credit provided will reduce the customer’s payment by $a month The monthly payments will go from $to $a year Sunnova went over the terms of the lease agreement, to address how under production is compensated at the end of monthsIn the contract the compensation for underproduction will be multiplied by solar rate and that amount is refunded via check Lastly, the solar agreement was sent to the customer’s email on file
Sunnova and its third party *** *** are working with township for permits and approvals.
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 received a call but was not available I returned the call but the team was not available and am awaiting a return call
Regards,
Good afternoon, Sunnova is in the process of conducting an investigation on customer complaintWe will provide an update of our findings.
Mr*** was contacted and provided an apology for the numerous calls he received from the collections teamHe was also advised of technical glitch within out billing department and assured issue had been correctedMr*** requested for Sunnova not to call him unless we offered more credits
or in regards to owing money after the credits are up.
Thank you for this recent response from our customerWe are currently waiting for the scheduled visit to occur on 6/18/in order for us to evaluate our next step in the resolution processWe realize this has been an inconvenience based on the discussions that we have had with Mrs***, for which we sincerely apologize. Once *** *** has made the necessary assessment and/or system repairs we will reevaluate our customer's accountThank you again for your continued patience in this matter. Best Regards,Toni ***Issue Resolution Supervisor
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 will not accept the business' resolution until we have a satisfactory resolution in placeI am sick of monitoring the system and communicating with Sunnova about this issueThis Revdex.com complaint is a prime example of how inept the business is at resolving issuesThis case has been open for a whole month due to the company's inability to adequately address the ongoing issues with the *** panels. I look forward to hearing the business' final resolution and as stated many times I will not accept anything the business proposes until the issues are adequately addressed and steps are outlined as to how we got here and what will be done to prevent these issues from happening again in the future. The experience we have received thus far is NOT what an A-graded Revdex.com business.
Regards,
*** ***
Sunnova will continue to make sure all of the customers concerns are addressed, we will also continue to monitor their monthly statements to make sure no issues arise.
Sent: Friday, September 11, 5:PM To: Victoria Wray Subject: Revdex.com Complaint ID#*** Thank you for contacting Sunnova’ s Customer Care Team. We have conducted a full review of the account below: Customer’s Name: *** *** Sunnova Account ID: *** Case Number: *** Issue: Our customer, *** ***, passed away (along with his spouse); leaving their estate to their daughter *** *** Ms*** believes the solar system is making her parents’ home difficult to sell. As a result, she now wants to cancel Mr***’ 25-year agreement and have the system removed Resolution: Because of the long-term nature of the agreement, Sunnova’s contract specifically states that the contract terms bind the customer’s estate and heirs The customer’s heirs/executor or probate trustee can exercise any of options: (i) transfer the rights and obligations of the system to the new buyer of the home; (ii) move the system to a new home in the same utility district (customer pays costs to move the system); or (iii) prepay the system and let the new owner assume only the nonpayment portions of the contract. Failure of the heir/executor/trustee to select one of the choices above will mean the account is in default In the interest of reaching an amicable resolution with Ms***, Sunnova offers the following options: The estate may pay off the term of the contract Transfer the system to the new home buyers System removal and move to another property, which does incur fees Sunnova has offered to work directly with the potential home buyers in order to educate them on the benefits of the solar system; or to have Ms*** take over the monthly payments and continue enjoying the benefits of solar Lastly we offered the option of system removal and re-install at a different property; with this option, there will be fees associated with the removal and re-install process we will call the customer with the cost associated with this option Ms*** has indicated her preference is to have the system removed and the 25-year contract between Mr*** and Sunnova cancelled; but there are no legal or factual grounds of which Sunnova is aware to justify doing so If you have any questions, please contact us at *** *** *** or email us at *** 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. Toni T*** Customer Care Supervisor I Sunnova Fax: *** *** *** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressedIf you have received this email in error, please notify the Sunnova system manager at ***Please note that the views or opinions presented in this email are solely those of the author and do not necessarily represent those of the SunnovaFurther, no employee or agent is authorized to enter into a binding agreement on behalf of Sunnova via email unless such agreement has been properly approved according to Sunnova’s internal policies and proceduresFinally, the recipient should check this email and any attachments for the presence of virusesSunnova accepts no liability for any damage caused by any virus transmitted by this email.
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
The prepayment suggested by Sunnova is twice the fair market value for solar panels in NMSunnova has ignored consumer laws and then hide behind their attorneys with unnecessary delays, and unrealistic settlement attemptsSunnova exploits unsuspecting customers. I have referred this matter to the ** *** *** *** *or pursuit of criminal charges against SunnovaThey have committed forgery and fraudDo NOT do business with this company!
Regards,
Dr*** ***
Sunnova has completed the removal of the solar system along with releasing the UCC filing which will allow customer to complete sale of the home.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me