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
[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 I am accepting this outcome mainly because I am done arguing about thisI do not disagree that the system is working for now (strong emphasis on for now) and I am not dumb and can very clearly read the *** (HA! to the "easy" part of that) agreement but the fact is the spirit of that agreement was not upheld here. Sunnova has not satisfied me but rather worn me and my husband down to the point that we are done arguingLet's see how long this working solution lasts and what their response time will be with our next issue. I will always think that Sunnova does not deserve their A rating here because they are incapable of providing customer service in a timely, consistent, and productive mannerOnly with Revdex.com complaints do they apparently take action. Until the next issue, Sunnova and Revdex.com.-***
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 is the same answer we have gotten at least three times thus farThis does not address the root cause of the issue which is that Sunnova is charging for the past three months for a service that was not provided or addressed adequately UNTIL the Revdex.com complaintI want a better resolutionAt the very least this company is not an A by Revdex.com standardsThis is not acceptableStop giving generic excuses and provide a permanent solutionIt has been long enough.
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.]that is totally irrelevantI already have an account with sunnova since January 14th So I am not a new customer as they trying to implyI will say again that I was not told that I would have to to do a credit check to get my deposit backThey tried to over talk me on their policy that was not disclosed at closing of my homeThe only reason they “crediting” half of my deposit and following up on my calls because I filed a complaint with Revdex.comPrior to filling the complaint they would not return my calls on this very issue in March/ may of this yearThis issue will not be resolved until I am made whole on what is owed to me
Regards,
Discount will reflect on the next billing cycleIf statement displays $extra charge Ms*** has been advised she will not be responsible for feeThe Revdex.com has also been notified
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
Sunnova has provided options except the option I need which is get rid of the solar system, void the contractI am not satisfied,Sunnova has given me a credit of $when I have paid the energy company $5,000, their solution to fix my energy bill is to add more pannels and get into another $65,contract for years, I don't see how this is good for meThis has been the worst deal of my lifeI am not satisfied
Regards,
Revdex.com:
From: * *** *** Sent: Friday, June 24, 1:PM To: *** *** ***
The first step = removing the system off the roof has been doneI have been asking for any information regarding the new system to be installed I can not get Sunnova to provide information about the new install (the model, number of panels, time frame as to when the system may be operational and the company doing the reinstall )My roof is to be finished it's rebuild next week (between 6/28-30). Of course Sunnova has continued to bill for the system that has been down since 04/ Also my electric bill has grown because Sunnove continues to drag their feet As I stated to Sunnova if they had responded to my request back in March to have the panels removed (because the roof was a total loss after the hail storm 3/23) They could have saved all the panels and my roof would already be completed Thank You Best regards *** *** ***
Sunnova has provided customer alternative options in getting an additional system to cover more consumption at a lower rate than his utility companySunnova has also provided customer an early true up do to missed KWh. Customer has also been provided an option to change product which will offer customer option to purchase the solar system, unfortunately agreement cannot be voided.
We understand that the customer is waiting on the removal to take take place before this matter is deemed as resolvedWe have contacted the customer and left them a voicemail indicating we are on track for a March 1st removalIf this date is not acceptable the customer needs to contact the Issue Resolution Specialist this is managing her case.Issue Resolution Specialist:Ignacio at (281)*** Thankfully,Sunnova's Issue Resolution Team
Sunnova has conducted a thorough investigation in regards to the customer's complaint Our findings confirmed that the solar system is working as it should under the contractual agreementThe customer’s original concern was that their electricity consumption has been higher than anticipated and would like to offset more using solar Sunnova offered to send our channel partner to see if an additional system could be added to the roof Our channel partner has advised there is no room on roof to add an additional system which Sunnova has conveyed to customer. Sunnova has complied and provided the customer a functional solar system to meet their initial needs
Customer has been unresponsive to all of Sunnova's attempts to reach him, attempts have been made on the following dates - October 10,13,Sunnova will continue to wait for customer's call back to assist with his concerns.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
It has been seven month now they are working on itI can't wait another seven month because we can't wait to pay our employees seven month laterPay us in total balance due immediately within hours
Sunnova is looking into all concerns, customer was provided a credit for the overcharge that was made in However customer has requested refund, we will look into all options for customer
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
**Another Supervisor, Donald S***, was assigned to our case I believe this would be #or #different people handling this matter They keep pushing us off to different people to stall this resolution Previous worker, Demi, agreed to recording our conversation and she stated the panels would be coming off my roof, that she was just waiting on the final approval and paperwork Now MrS*** is assigned to our case and he flat out says no they will not take them down
I have consulted legal counsel on this matter and what she states is as follows:
**If my parents, owners of this house, were still alive and they sold the house - YES the next owners would have to pass a credit check and be accepted by Sonnova
Since my parents both passed away (March & May) and I am the successor trustee, the contract is void They legally cannot make the trustee bound to the year term On top of it, my credit score is well below their guidelines
**There tactic of delaying and pushing me off to someone else every so many days is unacceptable
They are NOT helping me in any way to resolve this like they claim
[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
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 am not satisfied with the responses from SunnovaSunnova keeps calling me telling me there is nothing more they can doThe panels are performing and there is no more room on my roof for more panelsI understand all thisWhat I don't understand is the original company *** *** who came to my house to measure how many kWh I needed per year must have measured wrongI have called my electric company who told me I used kWh before the solar panels were installedI did not know this at the time of install but we were set up for a kWh systemMy job is not to sell the product to myself the sales rep is supposed to measure correctlyIf we used kWh why did they set me up for a kWh system*** *** has now been bought out by *** which Sunnova does not work withSo there is no recourse of action to fix this error. Sunnova had another company *** come to my house to rectify the issue*** can provide a 13562kwh system but the agreement would have to be *** would take off the current panels and install the new systemSunnova originally agreed but now has not agreed and will not pay ***So I have take Sunnova's word the panels are functioning properly. I am am stuck in a year contract for a system that leaves kWh unaccounted forI will always have a high electric billI just want to be released from my lease and have the panels taken off at Sunnova's expenseI will not be responsable for the $that Sunnova wants to be paid for cancelling the leaseThis is crazy I pay $for the lease and $for utilityThis is more then I was paying originally for electric before solarIt has turned out to be a waste of money and I feel taken advantage of. I have made over calls to Sunnova and I am not getting anywhere just a run around that the panels are working correctlyWell if they are working great but why should I have to pay $for lease and $for electricWhy can't Sunnova try to help anymore then just telling me they are working Why do they sell solar systems that put people in a higher debt for electric whe the reps are telling the new consumer you will have a minimal electric billSunnova no longer works with the company who bought out the original solar panel company and now it is on me to have to suck it up for the next years these extreme electric billsWhat happens in years when the lease of the solar panels is $per month plus my $electric bill and electric goes up $every yearAt one point I will be paying close to $to $for electricI DONT THINK SO. Raul in business retention promised to call back...NEVER DIDIgnacio calls but says every time there is no more room on your room for more panels and we can not change the system. So the way I take this is WE GOT YOU...YOUR STUCK IN THIS LEASE NO MATTER WHAT...THIS COMPANY IS REDICULOUSTHERE ARE SO MANY COMPLAINS AND BAD REVIEWS ONLINEI AM NOT SURE THERE WILL EVER BE A RESOLVE IN THE CONSUMERS DIRECTION.
Regards,
*** ***
[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
The solar removal is scheduled for 3/
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
[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 I am accepting this outcome mainly because I am done arguing about thisI do not disagree that the system is working for now (strong emphasis on for now) and I am not dumb and can very clearly read the *** (HA! to the "easy" part of that) agreement but the fact is the spirit of that agreement was not upheld here. Sunnova has not satisfied me but rather worn me and my husband down to the point that we are done arguingLet's see how long this working solution lasts and what their response time will be with our next issue. I will always think that Sunnova does not deserve their A rating here because they are incapable of providing customer service in a timely, consistent, and productive mannerOnly with Revdex.com complaints do they apparently take action. Until the next issue, Sunnova and Revdex.com.-***
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 is the same answer we have gotten at least three times thus farThis does not address the root cause of the issue which is that Sunnova is charging for the past three months for a service that was not provided or addressed adequately UNTIL the Revdex.com complaintI want a better resolutionAt the very least this company is not an A by Revdex.com standardsThis is not acceptableStop giving generic excuses and provide a permanent solutionIt has been long enough.
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.]that is totally irrelevantI already have an account with sunnova since January 14th So I am not a new customer as they trying to implyI will say again that I was not told that I would have to to do a credit check to get my deposit backThey tried to over talk me on their policy that was not disclosed at closing of my homeThe only reason they “crediting” half of my deposit and following up on my calls because I filed a complaint with Revdex.comPrior to filling the complaint they would not return my calls on this very issue in March/ may of this yearThis issue will not be resolved until I am made whole on what is owed to me
Regards,
Discount will reflect on the next billing cycleIf statement displays $extra charge Ms*** has been advised she will not be responsible for feeThe Revdex.com has also been notified
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
Sunnova has provided options except the option I need which is get rid of the solar system, void the contractI am not satisfied,Sunnova has given me a credit of $when I have paid the energy company $5,000, their solution to fix my energy bill is to add more pannels and get into another $65,contract for years, I don't see how this is good for meThis has been the worst deal of my lifeI am not satisfied
Regards,
Revdex.com:
From: * *** *** Sent: Friday, June 24, 1:PM To: *** *** ***
The first step = removing the system off the roof has been doneI have been asking for any information regarding the new system to be installed I can not get Sunnova to provide information about the new install (the model, number of panels, time frame as to when the system may be operational and the company doing the reinstall )My roof is to be finished it's rebuild next week (between 6/28-30). Of course Sunnova has continued to bill for the system that has been down since 04/ Also my electric bill has grown because Sunnove continues to drag their feet As I stated to Sunnova if they had responded to my request back in March to have the panels removed (because the roof was a total loss after the hail storm 3/23) They could have saved all the panels and my roof would already be completed Thank You Best regards *** *** ***
Sunnova has provided customer alternative options in getting an additional system to cover more consumption at a lower rate than his utility companySunnova has also provided customer an early true up do to missed KWh. Customer has also been provided an option to change product which will offer customer option to purchase the solar system, unfortunately agreement cannot be voided.
We understand that the customer is waiting on the removal to take take place before this matter is deemed as resolvedWe have contacted the customer and left them a voicemail indicating we are on track for a March 1st removalIf this date is not acceptable the customer needs to contact the Issue Resolution Specialist this is managing her case.Issue Resolution Specialist:Ignacio at (281)*** Thankfully,Sunnova's Issue Resolution Team
Sunnova has conducted a thorough investigation in regards to the customer's complaint Our findings confirmed that the solar system is working as it should under the contractual agreementThe customer’s original concern was that their electricity consumption has been higher than anticipated and would like to offset more using solar Sunnova offered to send our channel partner to see if an additional system could be added to the roof Our channel partner has advised there is no room on roof to add an additional system which Sunnova has conveyed to customer. Sunnova has complied and provided the customer a functional solar system to meet their initial needs
Sunnova is looking at alternate options to assist with customers concerns, we will be reaching out to customer by 09/26/
Customer has been unresponsive to all of Sunnova's attempts to reach him, attempts have been made on the following dates - October 10,13,Sunnova will continue to wait for customer's call back to assist with his concerns.
Sunnova has removed and reinstalled solar system as requested by customerSunnova finds the customers concerns as complete.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
It has been seven month now they are working on itI can't wait another seven month because we can't wait to pay our employees seven month laterPay us in total balance due immediately within hours
Sunnova is looking into all concerns, customer was provided a credit for the overcharge that was made in However customer has requested refund, we will look into all options for customer
Sunnova is working with a third party company in attempt to provide the customers request to remove solar system so repairs can be done to roof
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
**Another Supervisor, Donald S***, was assigned to our case I believe this would be #or #different people handling this matter They keep pushing us off to different people to stall this resolution Previous worker, Demi, agreed to recording our conversation and she stated the panels would be coming off my roof, that she was just waiting on the final approval and paperwork Now MrS*** is assigned to our case and he flat out says no they will not take them down
I have consulted legal counsel on this matter and what she states is as follows:
**If my parents, owners of this house, were still alive and they sold the house - YES the next owners would have to pass a credit check and be accepted by Sonnova
Since my parents both passed away (March & May) and I am the successor trustee, the contract is void They legally cannot make the trustee bound to the year term On top of it, my credit score is well below their guidelines
**There tactic of delaying and pushing me off to someone else every so many days is unacceptable
They are NOT helping me in any way to resolve this like they claim
[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
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 am not satisfied with the responses from SunnovaSunnova keeps calling me telling me there is nothing more they can doThe panels are performing and there is no more room on my roof for more panelsI understand all thisWhat I don't understand is the original company *** *** who came to my house to measure how many kWh I needed per year must have measured wrongI have called my electric company who told me I used kWh before the solar panels were installedI did not know this at the time of install but we were set up for a kWh systemMy job is not to sell the product to myself the sales rep is supposed to measure correctlyIf we used kWh why did they set me up for a kWh system*** *** has now been bought out by *** which Sunnova does not work withSo there is no recourse of action to fix this error. Sunnova had another company *** come to my house to rectify the issue*** can provide a 13562kwh system but the agreement would have to be *** would take off the current panels and install the new systemSunnova originally agreed but now has not agreed and will not pay ***So I have take Sunnova's word the panels are functioning properly. I am am stuck in a year contract for a system that leaves kWh unaccounted forI will always have a high electric billI just want to be released from my lease and have the panels taken off at Sunnova's expenseI will not be responsable for the $that Sunnova wants to be paid for cancelling the leaseThis is crazy I pay $for the lease and $for utilityThis is more then I was paying originally for electric before solarIt has turned out to be a waste of money and I feel taken advantage of. I have made over calls to Sunnova and I am not getting anywhere just a run around that the panels are working correctlyWell if they are working great but why should I have to pay $for lease and $for electricWhy can't Sunnova try to help anymore then just telling me they are working Why do they sell solar systems that put people in a higher debt for electric whe the reps are telling the new consumer you will have a minimal electric billSunnova no longer works with the company who bought out the original solar panel company and now it is on me to have to suck it up for the next years these extreme electric billsWhat happens in years when the lease of the solar panels is $per month plus my $electric bill and electric goes up $every yearAt one point I will be paying close to $to $for electricI DONT THINK SO. Raul in business retention promised to call back...NEVER DIDIgnacio calls but says every time there is no more room on your room for more panels and we can not change the system. So the way I take this is WE GOT YOU...YOUR STUCK IN THIS LEASE NO MATTER WHAT...THIS COMPANY IS REDICULOUSTHERE ARE SO MANY COMPLAINS AND BAD REVIEWS ONLINEI AM NOT SURE THERE WILL EVER BE A RESOLVE IN THE CONSUMERS DIRECTION.
Regards,
*** ***
[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
The solar removal is scheduled for 3/