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.] Velectric agreed with me they had not taken into consideration the "hill" in my southwest lot. My solar system is in the shade until 10am year round, and until 2:in winter, 4:30, at the latest in summer. By moving the system to the east side of my roof I would receive sun from sun up to mid/late afternoon. I do not have a spare $10,available to put in an additional system, or finance with another solar supplier. It is after all my roof!
Regards,*** ***
Customer has been provided feedback on why February payment was valid (Being billed for January Production), Ms*** 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 ***, and have determined that this proposed action would have resolved my complaint, however I was billed again twice this morning! This makes five times billed this month for which I have a contract that legally allows them to bill me once each month. I will legally pursue this matter further as this is unacceptable and fraudulent business practices.
Regards,*** ***
Mr*** was set up with a site visit for 04/21/to install new module and to make necessary repairsSunnova has also provided customer with two months of solar credits for the months of May & June of
We are still in the process of resolving the customer's complaint, we have been in constant communication throughout this processThe most recent communication that we have had with the customer is 6/7/2016, we will provide a final resolution once all work is complete. Regards,Toni T***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
This response still does not address what Sunnova has done (or rather not done) to fix the problem at hand.Sadly, it was when I contacted *** *** *** that the application with the utility company could be amended so that the process could even continue It was *** *** *** that fixed the application and got themselves added to the list.Furthermore, I found out that *** *** contacted Sunnova to tell them that our panels had not been turned on months ago *** *** told Sunnova to contact their customer Sunnova never contacted us with such information.In addition to all of this, *** *** *** has contacted me to let me know exactly what work they are doing every business day since I have contacted them They have thanked me for the time I put into making sure the process is completed They have apologized for the situation I have found myself in They have treated me with kindness and understanding Their exemplary customer service has reminded me that it is possible for a company to do their job and care for their customers The Revdex.com should look into the fact that Sunnova continues to provide a response that does not actually address any of the concerns I have listed.Sunnova should consider the fact that they have not fully recognized the role they played in causing this problem They should take responsibility for the fact that they did no work on my account from January to July but charged us for that time anyway They should take responsibility for the fact that we did their job of monitoring the panels and realized they were not working in July and it took them until August to figure out why They should take responsibility for the fact that they have not taken one step to work on our case I have been the one working on paperwork and coordinating with their partner company They should take responsibility for all the time I have put into resolving this issue and recognize that there is a flaw in their business when they can not accomplish the most basic of tasks - getting their solar panels turned on At the very least, they owe me and my husband a sincere apology for the time and money they have cost us They owe us a sincere thanks for continuing to do business with them, for being loyal clients while they were anything but loyal providers Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determines that this proposed action would not resolve my complaint
We are not disputing a charge during the time of moving the panels; we are disputing the fact that once installed on the new residence the panels were never turned on and have not been monitored and several attempts to contact the business have been ignored The response here states that Sunnova will contact us which they still have not done Once again, their lack of customer service while they claim to be working on a problem is appalling and the fact that the service is still not in place is further proof of their incompetence There should have already been a tech from a partner company sent to turn on the panels
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:
*** *** ***
*** *** *** ***
*** *** *** ***
Issue:
Customer is concerned with
the excessive amount of pigeon waste on her roof and the panels
She hired a pest control
company who informed her it will get worse over time
Customer contacted Sunnova
with her concern but has yet to have the guard installed
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
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 be happy when they have resolved my problem satisfactory, I need more than just a message saying that they are working on my problemI have heard them say that before and nothing gets done
Regards,
Sunnova is waiting for the new inverter to come in so that repairs can be completedOnce the system issue is corrected then we can work with you on compensationWe apologize for any inconvenience, thank you in advance for your patience.
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 panels are still not up and running, the company did send a technician out(Greg) and he was excellent Said the issue was a bad inverter and it would be repaired within a week It's been well over a week and more than half of my panels aren't producing solar energySo far I've had to pay approximately 400$ to my electric company on top of what I've paid to Sunnova for my lease fee Sunnova has been nothing but aggravation since my panels were put up.
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.]
Their statement:"working with him is NOT TRUE!They have not responded to meONly that everything is in reviewIf I were to stop paying the monthly lease can I use the statement?The only resolution is to come out and fix my now cracking ceiling and patch the roof
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
Sent: Tuesday, August 02, 11:AM Subject: Fw: You have a New Message from Revdex.com Regarding Complaint #***I would like to reopen this complaint The company said that they have been trying to reach me, but this not entirely correct They have called me from their automatic calling system at the same time, which I am unavailable to answer the call The message has no information about what the call is in regards to When I have called this number before, they have had questions about billing, but not about my complaint status I did not receive a response when I sent my detailed statement about what happened The email from Revdex.com from 7/I did not see as it was mixed up in the random emails I get, and I was out of town this last weekend I called the Sunnova contact, Ignacio, last week, who I have been talking to, and he has not called me back I called him again today, and he still is ignoring the fraud that occurred in my sales transaction He does not have information about my contract, even though I have asked for this since June I would like to reopen the complaint, because the company is unwilling to recognize the issue and wants to charge a crazy amount for the removal of my solar energy system *** ***
Sunnova has worked with our partner and provided the customer with a committed service call for the date of June 18,Toni *** has been in contact with the customer via email and has confirmed that the partner has contacted and set up the appointment for 06/18/per the customer interactionThe customer has advised Toni *** via email that she would communicate with her by June 20, in regards to the outcome of the visitIf the customer has any additional concerns she can communicate directly with Toni *** or Ignacio Herrera.
Sunnova has made several attempts to assist the customer with any concern they have brought to Sunnova's attention, however customer has been unresponsive to calls or emailsIs there an alternate number they are able to provide to be contacted as soon as possible
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: *** ***
Sunnova Account ID: ***
Sunnova Case Number:
***
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 *** *** *** 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
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 You may be reviewing the details and that may satisfy the Revdex.com that you are "trying" however this whole process has been going on for SIX monthsWhat does it take to get a response from Sunnova other than "Oh, we're working on it and I'll get back to you"?Just take a look at what our system has "produced" in the last three daysDoes this seem acceptable to anyone? My husband and I have called Sunnova on MULTIPLE occasions to get this resolved and Sunnova has done literally nothing to fix it or keep us informedWe have to call you for updatesSunnova has called me back proactively exactly one time (in February!) with an update that said, "No feedback yet from our technical team". Sunnova has stated on multiple occasions that the turnaround time for fixing a problem is daysWe are at over daysI do not care if this Revdex.com complaint prompts the problem to get fixedAt this rate we have paid for six months for a service we have not received adequately receivedWe want a refund of those six months. I did the math on itPlease see the attached document which contains screen grabs of our system monitoringThe system has been active since November 2015.It has been operational approximately 30% of the timeAnd that is if I give you the days where it produced even KWH!
Regards,
*** ***
Customer has been provided buyout amount and has accepted, pending payment to be submitted
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.] Velectric agreed with me they had not taken into consideration the "hill" in my southwest lot. My solar system is in the shade until 10am year round, and until 2:in winter, 4:30, at the latest in summer. By moving the system to the east side of my roof I would receive sun from sun up to mid/late afternoon. I do not have a spare $10,available to put in an additional system, or finance with another solar supplier. It is after all my roof!
Regards,*** ***
Customer has been provided feedback on why February payment was valid (Being billed for January Production), Ms*** was also advised any future payment from March of has been stopped.
Sunnova has attempted to reach out to the customer on several attempts with no response from customerMost recent contacts were 09/29/- 10/03/- 10/05/
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would have resolved my complaint, however I was billed again twice this morning! This makes five times billed this month for which I have a contract that legally allows them to bill me once each month. I will legally pursue this matter further as this is unacceptable and fraudulent business practices.
Regards,*** ***
Mr*** was set up with a site visit for 04/21/to install new module and to make necessary repairsSunnova has also provided customer with two months of solar credits for the months of May & June of
We are still in the process of resolving the customer's complaint, we have been in constant communication throughout this processThe most recent communication that we have had with the customer is 6/7/2016, we will provide a final resolution once all work is complete. Regards,Toni T***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
This response still does not address what Sunnova has done (or rather not done) to fix the problem at hand.Sadly, it was when I contacted *** *** *** that the application with the utility company could be amended so that the process could even continue It was *** *** *** that fixed the application and got themselves added to the list.Furthermore, I found out that *** *** contacted Sunnova to tell them that our panels had not been turned on months ago *** *** told Sunnova to contact their customer Sunnova never contacted us with such information.In addition to all of this, *** *** *** has contacted me to let me know exactly what work they are doing every business day since I have contacted them They have thanked me for the time I put into making sure the process is completed They have apologized for the situation I have found myself in They have treated me with kindness and understanding Their exemplary customer service has reminded me that it is possible for a company to do their job and care for their customers The Revdex.com should look into the fact that Sunnova continues to provide a response that does not actually address any of the concerns I have listed.Sunnova should consider the fact that they have not fully recognized the role they played in causing this problem They should take responsibility for the fact that they did no work on my account from January to July but charged us for that time anyway They should take responsibility for the fact that we did their job of monitoring the panels and realized they were not working in July and it took them until August to figure out why They should take responsibility for the fact that they have not taken one step to work on our case I have been the one working on paperwork and coordinating with their partner company They should take responsibility for all the time I have put into resolving this issue and recognize that there is a flaw in their business when they can not accomplish the most basic of tasks - getting their solar panels turned on At the very least, they owe me and my husband a sincere apology for the time and money they have cost us They owe us a sincere thanks for continuing to do business with them, for being loyal clients while they were anything but loyal providers Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determines that this proposed action would not resolve my complaint
We are not disputing a charge during the time of moving the panels; we are disputing the fact that once installed on the new residence the panels were never turned on and have not been monitored and several attempts to contact the business have been ignored The response here states that Sunnova will contact us which they still have not done Once again, their lack of customer service while they claim to be working on a problem is appalling and the fact that the service is still not in place is further proof of their incompetence There should have already been a tech from a partner company sent to turn on the panels
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:
*** *** ***
*** *** *** ***
*** *** *** ***
Issue:
Customer is concerned with
the excessive amount of pigeon waste on her roof and the panels
She hired a pest control
company who informed her it will get worse over time
Customer contacted Sunnova
with her concern but has yet to have the guard installed
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
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 be happy when they have resolved my problem satisfactory, I need more than just a message saying that they are working on my problemI have heard them say that before and nothing gets done
Regards,
Sunnova is waiting for the new inverter to come in so that repairs can be completedOnce the system issue is corrected then we can work with you on compensationWe apologize for any inconvenience, thank you in advance for your patience.
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 panels are still not up and running, the company did send a technician out(Greg) and he was excellent Said the issue was a bad inverter and it would be repaired within a week It's been well over a week and more than half of my panels aren't producing solar energySo far I've had to pay approximately 400$ to my electric company on top of what I've paid to Sunnova for my lease fee Sunnova has been nothing but aggravation since my panels were put up.
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.]
Their statement:"working with him is NOT TRUE!They have not responded to meONly that everything is in reviewIf I were to stop paying the monthly lease can I use the statement?The only resolution is to come out and fix my now cracking ceiling and patch the roof
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
Sent: Tuesday, August 02, 11:AM Subject: Fw: You have a New Message from Revdex.com Regarding Complaint #***I would like to reopen this complaint The company said that they have been trying to reach me, but this not entirely correct They have called me from their automatic calling system at the same time, which I am unavailable to answer the call The message has no information about what the call is in regards to When I have called this number before, they have had questions about billing, but not about my complaint status I did not receive a response when I sent my detailed statement about what happened The email from Revdex.com from 7/I did not see as it was mixed up in the random emails I get, and I was out of town this last weekend I called the Sunnova contact, Ignacio, last week, who I have been talking to, and he has not called me back I called him again today, and he still is ignoring the fraud that occurred in my sales transaction He does not have information about my contract, even though I have asked for this since June I would like to reopen the complaint, because the company is unwilling to recognize the issue and wants to charge a crazy amount for the removal of my solar energy system *** ***
Sunnova has worked with our partner and provided the customer with a committed service call for the date of June 18,Toni *** has been in contact with the customer via email and has confirmed that the partner has contacted and set up the appointment for 06/18/per the customer interactionThe customer has advised Toni *** via email that she would communicate with her by June 20, in regards to the outcome of the visitIf the customer has any additional concerns she can communicate directly with Toni *** or Ignacio Herrera.
Sunnova has made several attempts to assist the customer with any concern they have brought to Sunnova's attention, however customer has been unresponsive to calls or emailsIs there an alternate number they are able to provide to be contacted as soon as possible
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: *** ***
Sunnova Account ID: ***
Sunnova Case Number:
***
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 *** *** *** 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
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 You may be reviewing the details and that may satisfy the Revdex.com that you are "trying" however this whole process has been going on for SIX monthsWhat does it take to get a response from Sunnova other than "Oh, we're working on it and I'll get back to you"?Just take a look at what our system has "produced" in the last three daysDoes this seem acceptable to anyone? My husband and I have called Sunnova on MULTIPLE occasions to get this resolved and Sunnova has done literally nothing to fix it or keep us informedWe have to call you for updatesSunnova has called me back proactively exactly one time (in February!) with an update that said, "No feedback yet from our technical team". Sunnova has stated on multiple occasions that the turnaround time for fixing a problem is daysWe are at over daysI do not care if this Revdex.com complaint prompts the problem to get fixedAt this rate we have paid for six months for a service we have not received adequately receivedWe want a refund of those six months. I did the math on itPlease see the attached document which contains screen grabs of our system monitoringThe system has been active since November 2015.It has been operational approximately 30% of the timeAnd that is if I give you the days where it produced even KWH!
Regards,
*** ***
Sunnova is working on providing customer with a resolution, we have talked to Mrs*** *** to advise we are working towards resolutionCustomer complied