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. Rather than spending so much time on so-called "documenting and recording", why not just be forthright and honest in their business practicesThese predators are outrageousCan you please ask them to PRODUCE their documents and recordingsWhy is Sunnova allowed to make statements without providing any proof? I could purchase a home for the amount they are trying to charge me for solar panelsA 25-year mortgage would be cheaper than their so-called 25-year leaseTheir fraudulent business practices need to be litigated. Sunnova's rating with the Revdex.com does not reflect their illegal business practices
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
From: ***, *** Sent: Tuesday, February 23, 3:PM Regarding case ID # ***- Sunnova, it HAS NOT been resolved Somehow, we missed your office's last correspondence and did not reply Please re-open this matter and continue to push Sunnova to do the right thing They are continuing to drag out this matter, however, without any real solutions It's insulting and becoming a giant waste of my time and money Please helpThank you, *** ***
[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 I accept the response and I am waiting for a final resolution. Sunnova promised to call me back today Sep 2015.
Mr***,Thank you for your response, most installers use a form to show possible savings and that is what you are referring toAs we discussed via email this is based on your usage patterns remaining the same, in review of your utility bills that you provided you are consuming more than the proposed amount when you entered into your contract with us.We would be more than happy to do a conference call with you and your utility company to further clarify that for youThe proposal is what you could be saving if your consumption does not change, which is dictated by many things that is why our contract with you is very specific to what we are committed to in terms of your solar needs. In review of your contract we guarantee your first year of production to be kwhYour system actually produced kwh at this point we are exceeding the guaranteed production for your first yearYour contract is what we are bound to and as we discussed we cannot dictate what your utility bills will be for reasons such as a change in consumption patternsSunnova stands by our commitment to you in the terms of your contract and if you would like to add additional panels to offset more of your consumption we can certainly discuss that option. Best 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
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,
Our Issue Resolution Supervisor has spoken to Mr*** and provided a resolutionOn today our technician went to the customer's home to diagnose the solar system and Sunnova has credited the customer for two months of service March and AprilThe customer has the direct contact information of the
Issue Resolution Supervisor in the event that he has any additional concerns.Respectfully,Issue Resolution 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 complaintSunnova's alternative is to assist in providing a credit for a period in which their system was not operational for the months from Dec to March 2016, despite their claims that the monitor the systems effectivenessSunnova would not have bothered to notify me nor the tenant, if their was not a compalaint filedAs previously stated, I am the sole owner of the property and never read or agreed to the lease/agreement, and want their propoerty removed from my homeSunnova initially mentioned that the lease was sent to my email address at *** were I "so called" agreed and DocuSigned, a claim which I have disputed and Sunnova continued to stand by through various communications sent to meIn the most recent letter dated 9/29, Sunnova now has back tracked and stated that the letter actually was not sent to my email address, but rather to the tenants/mothers email address, again another tactic being used by Sunnova to validate their unethical business practicesMy mother has never had an email address nor would she know how to create one, as mentioned, my mother is a senior, spanish speaking and has zero computer literacyI have filed a complaint with the ***, and will continue to seek other alternatives to ensure that Sunnova corrects the Fraud they have committed and continue to defend.
Regards,
*** ***
Sent: Thursday, February 11, 7:PM Subject: RE: Revdex.com Houston CID#*** Good evening, I informed you that we would be reaching out to Mr***We spoke to him to discuss a rate revision Thanks Toni *** Contact Center Supervisor I Sunnova D: 281.***3 Fax: toni.***@sunnova.com ww.sunnova.com
Sunnova has contacted Mr*** with our resolutionWe understand that his account is not a new account, but in order to maintain an account with Sunnova security is still neededWe apologize for any miscommunication and that is why we are granting the credit toward the customers accountWe would be happy to refund the deposit in full if the customer allows us to run their credit and they meet our credit requirementsThere is no further options that we can provide the customer, the resolution is to provide a credit as indicated in our previous response or move forward with a credit check.Thank you again for your patience in this matter. Respectfully,Issue Resolution Team
Sunnova is still working on a contingency plan to resolve any issues with shading concerns, however Sunnova will continue to honor KWh guarantee under Mr*** Lease agreement
Sunnova has the operations & maintenance team working on concerns with solar panels, we have also suspended any further payments until solar system is working adequately
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:
***
Issue:
• Customer
stated she was misled on the stipulations of paying a deposit
• Customer
would like panels removed and to be released from the agreement if deposit is
not returned in the time frame provided to her before agreeing to take over
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 *** *** *** 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 was re-educated on the agreement and solar process. Customer has access to the production portal. Customer system is not faulty is working as expected. 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:
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 most certainly communicate with Toni about our issue, however, I am unsatisfied with our experience and service thus far and do not believe the business practices of this company warrant an A rating by Revdex.comThe only reason we are receiving service now - after MONTHS of directly talking to Sunnova - is because of the Revdex.com complaint.Revdex.com should not and is not the Sunnova customer service team. I am on vacation and out of the country and I am furious enough to take time away to address thisI am that serious and I think our issues warrant a better FINANCIAL response from the companyOne month of stopping autopayment - after siX months of limited service and three of no service at all - is not sufficient
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:
***
Issue:
Customer
feels misled
about services advertised
Customer upset with the
amount of energy system produced not being what was determined by ***
and indicated in the agreement
Customer upset that she
still has two bills, one from Sunnova and other from her utility provider
Customer upset with
Sunnova due to the lack of communication between herself and the company
Customer would like to
cancel agreement and have system removed
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
Thank you again for contacting Sunnova’s Customer Care
Team
The service call was conducted on 06/18/2016, and the system was repairedMrs*** has brought to our attention that there is a miscommunication with the meterWe have confirmed with out partner *** *** that the system is producingToni *** has communicated via email with Mrs*** today informing her of her production since June 18, Also in that communication with Mrs*** we have made her aware that we are working on the meter communication issue Once the issue is resolved a final resolution will be rendered.
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 *** *** *** 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
Sunnova is awaiting utility bills from customer, Sunnova has been advised no later than 03/31/to receive.
Mr*** has been sent resolution via emailSunnova has added two additional months of solar credits to his early true up which Mr*** has agreed too.
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. Rather than spending so much time on so-called "documenting and recording", why not just be forthright and honest in their business practicesThese predators are outrageousCan you please ask them to PRODUCE their documents and recordingsWhy is Sunnova allowed to make statements without providing any proof? I could purchase a home for the amount they are trying to charge me for solar panelsA 25-year mortgage would be cheaper than their so-called 25-year leaseTheir fraudulent business practices need to be litigated. Sunnova's rating with the Revdex.com does not reflect their illegal business practices
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
From: ***, *** Sent: Tuesday, February 23, 3:PM Regarding case ID # ***- Sunnova, it HAS NOT been resolved Somehow, we missed your office's last correspondence and did not reply Please re-open this matter and continue to push Sunnova to do the right thing They are continuing to drag out this matter, however, without any real solutions It's insulting and becoming a giant waste of my time and money Please helpThank you, *** ***
[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 I accept the response and I am waiting for a final resolution. Sunnova promised to call me back today Sep 2015.
Mr***,Thank you for your response, most installers use a form to show possible savings and that is what you are referring toAs we discussed via email this is based on your usage patterns remaining the same, in review of your utility bills that you provided you are consuming more than the proposed amount when you entered into your contract with us.We would be more than happy to do a conference call with you and your utility company to further clarify that for youThe proposal is what you could be saving if your consumption does not change, which is dictated by many things that is why our contract with you is very specific to what we are committed to in terms of your solar needs. In review of your contract we guarantee your first year of production to be kwhYour system actually produced kwh at this point we are exceeding the guaranteed production for your first yearYour contract is what we are bound to and as we discussed we cannot dictate what your utility bills will be for reasons such as a change in consumption patternsSunnova stands by our commitment to you in the terms of your contract and if you would like to add additional panels to offset more of your consumption we can certainly discuss that option. Best 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
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,
Our Issue Resolution Supervisor has spoken to Mr*** and provided a resolutionOn today our technician went to the customer's home to diagnose the solar system and Sunnova has credited the customer for two months of service March and AprilThe customer has the direct contact information of the
Issue Resolution Supervisor in the event that he has any additional concerns.Respectfully,Issue Resolution 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 complaintSunnova's alternative is to assist in providing a credit for a period in which their system was not operational for the months from Dec to March 2016, despite their claims that the monitor the systems effectivenessSunnova would not have bothered to notify me nor the tenant, if their was not a compalaint filedAs previously stated, I am the sole owner of the property and never read or agreed to the lease/agreement, and want their propoerty removed from my homeSunnova initially mentioned that the lease was sent to my email address at *** were I "so called" agreed and DocuSigned, a claim which I have disputed and Sunnova continued to stand by through various communications sent to meIn the most recent letter dated 9/29, Sunnova now has back tracked and stated that the letter actually was not sent to my email address, but rather to the tenants/mothers email address, again another tactic being used by Sunnova to validate their unethical business practicesMy mother has never had an email address nor would she know how to create one, as mentioned, my mother is a senior, spanish speaking and has zero computer literacyI have filed a complaint with the ***, and will continue to seek other alternatives to ensure that Sunnova corrects the Fraud they have committed and continue to defend.
Regards,
*** ***
Sent: Thursday, February 11, 7:PM Subject: RE: Revdex.com Houston CID#*** Good evening, I informed you that we would be reaching out to Mr***We spoke to him to discuss a rate revision Thanks Toni *** Contact Center Supervisor I Sunnova D: 281.***3 Fax: toni.***@sunnova.com ww.sunnova.com
Our customer service team is working directly with Ms***, and hopes to quickly find a resolution to meet her needs.
Sunnova has contacted Mr*** with our resolutionWe understand that his account is not a new account, but in order to maintain an account with Sunnova security is still neededWe apologize for any miscommunication and that is why we are granting the credit toward the customers accountWe would be happy to refund the deposit in full if the customer allows us to run their credit and they meet our credit requirementsThere is no further options that we can provide the customer, the resolution is to provide a credit as indicated in our previous response or move forward with a credit check.Thank you again for your patience in this matter. Respectfully,Issue Resolution Team
Sunnova is still working on a contingency plan to resolve any issues with shading concerns, however Sunnova will continue to honor KWh guarantee under Mr*** Lease agreement
Sunnova has the operations & maintenance team working on concerns with solar panels, we have also suspended any further payments until solar system is working adequately
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:
***
Issue:
• Customer
stated she was misled on the stipulations of paying a deposit
• Customer
would like panels removed and to be released from the agreement if deposit is
not returned in the time frame provided to her before agreeing to take over
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 *** *** *** 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 was re-educated on the agreement and solar process. Customer has access to the production portal. Customer system is not faulty is working as expected. 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:
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 most certainly communicate with Toni about our issue, however, I am unsatisfied with our experience and service thus far and do not believe the business practices of this company warrant an A rating by Revdex.comThe only reason we are receiving service now - after MONTHS of directly talking to Sunnova - is because of the Revdex.com complaint.Revdex.com should not and is not the Sunnova customer service team. I am on vacation and out of the country and I am furious enough to take time away to address thisI am that serious and I think our issues warrant a better FINANCIAL response from the companyOne month of stopping autopayment - after siX months of limited service and three of no service at all - is not sufficient
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:
***
Issue:
Customer
feels misled
about services advertised
Customer upset with the
amount of energy system produced not being what was determined by ***
and indicated in the agreement
Customer upset that she
still has two bills, one from Sunnova and other from her utility provider
Customer upset with
Sunnova due to the lack of communication between herself and the company
Customer would like to
cancel agreement and have system removed
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
Thank you again for contacting Sunnova’s Customer Care
Team
The service call was conducted on 06/18/2016, and the system was repairedMrs*** has brought to our attention that there is a miscommunication with the meterWe have confirmed with out partner *** *** that the system is producingToni *** has communicated via email with Mrs*** today informing her of her production since June 18, Also in that communication with Mrs*** we have made her aware that we are working on the meter communication issue Once the issue is resolved a final resolution will be rendered.
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 *** *** *** 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