[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.? as long as sunnova resolves this issue
?
Revdex.com:
This letter is to inform you that Sunnova has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/8/and assigned ID ***
Regards,
Revdex.com:
? This is to informe you that my complaint with sunnova HAS NOT been resolvedthey tried to figure out the problem by compareing past energy bills with more recent ones, but their was little difference if any in past consumption of power and presentSunnova refuses to concede that they cannot fulfill their garenty to reduse my energy bill, infact the exact oppiset, my bill is to dollars higher then it was without their product,at this rate it is just a matter of time till nv energy shouts my power off.So I have made the desition to stop my monthly payment to sunnova of dollars so that I might be able to pay nv energy what I still owe them, one month past due (October) to keep the power on for me and my familySo like I stated be for I just want to return my situation to the way it was befor sunnova attempted to reduce my energy bill, that would completely satisfy me and my family, Sincerely *** ** ***
Sunnova is still awaiting for the utility company response to approve net metering for new home, usual time frame ranges from 6-weeks for utility approval for permission to operateIn regards to compensation the customer will be compensated at end of the 36th month under the Lease Agreement.?
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
is requesting a product change/ new agreement.•? ? Customer
not willing to review agreement over the phoneIs requesting a face to face
interaction.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.? ?
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: Case-*** ? Issue: ·? ? ? ? ? ? ? ? Customer has a concern related to his payment draft date ? 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 *** ? We are available Monday through Friday from 7:am to 7:pm Central Standard Time
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint?
[Provide details of why you are not satisfied with this resolution.]
Regards,
? As I explained before we do not have enough equity in our home to place into escrow or to increase the home price? We do not have $15,laying around to pay for the move or add money into an escrow account? The price for the move is preposterous given the fact that that is how much a new solar system cost altogether? I asked again release us from our contract due to violation of the you *** *** on a home? Even the *** *** *** *** believes that Sunnova is in violation and is actively pursuing forwarding our claim to the consumer protection department who is seeking active litigation on several solar companies for the same issues I’m currently having with you? They are adding this case to this new litigation claim, please release us from this contract ? or eat the cost of some of the requirements to move the solar
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
states the installer allegedly installed a watt inverter instead of
watt inverter as promised
·? ? ? ? ? ? ? ?
Per the
customer the original inverter installed was for watts, the installer then
came back to and installed a watt inverter
·? ? ? ? ? ? ? ?
Due to
the error and confusion the customer wants his payments lowered from $to
$
Sunnova is currently researching this issue for the customer, we have
reached out to the customer and spoken to him in order 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?
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 drafted for $in error, correct payment should have been $
?
Resolution:
·? ? ? ? ? ? ?
A refund
in the amount of $was processed on 2/11/
·? ? ? ? ? ? ?
Sunnova
has developed a long term fix in the system these issues
?
We appreciate the
feedback the customer has provided in this case, it definitely enables us to
create a better customer experienceIn the future months to come if the
customer has any concerns we are here to assist
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 am still getting billed for the contract and getting it withdrawn through autopay from the bank account, even though the contract was terminatedThey are looking into this, and hopefully this gets resolved very soon, and I get refunded money that should never be deductedAlso am waiting on a one year warranty in writing for the roof.?
Regards,***
?
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: Case-*** ? Issue: ·? ? ? ? ? ? ? ? Customer indicated by their records that Sunnova is still drafting their bank account after the transfer of ownership? Sunnova is currently researching this issue for the customer, and we have reached out to the customer to gather additional detailsA final resolution will be submitted to you on this matter once the investigation is complete If you have any questions, please contact us at (281) 985- or email us at [email protected]? We are available Monday through Friday from 7:am to 7:pm Central Standard Time
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint?
Sunnova contacted me to offer to prorate my bill for the next months (bringing it down to $per month for next months) to resolve the KW hours that the system did not produce as guaranteed in the first year of service? They agreed to settle any guaranteed hours that are not generated in successive years in the same manor each year of the contract? I advised them that I was still unhappy with the way that they misrepresented their business practice at every turn in our transactions and asked them to post the above offer of resolution on this website as their history of misrepresentations has left me with no confidence in anything that I am told by them? I allowed them sufficient time to do that, to no avail? I am therefore posting it myself and will consider it an affirmation on the part of Sunnova if it remains uncontested by them via this website after days? I have also not received a copy of the contract which Sunnova advised they forwarded weeks ago
Regards,
?
Sunnova has researched the customer's concerns and below are our findings:Contract Type: ? ** *** this product enables the customer to pay a fixed payment each month, with this product the customer has a guarantee of estimated production each yearIn the event that Sunnova does not meet that
estimate of production outlined in the contract, the customer is compensated for the difference of actual production verses estimated productionThis clause in the customer's contract protects them in the event that we do not meet the estimated production in the contractSome of the things that can reduce production is mechanical flaws in the system and seasonality of the weather.We confirmed that the customer's solar system is performing as expected on 4/21/2016, 11/10/2016,11/29/and 12/1/On 11/29/we conducted a bill analysis from the utility bills that the customer sent into usOur findings indicated an increase in their consumption since going solarThe solar system is built based on certain specifications, one specification is the customer's historical consumption with their utility companyWhen a customer's consumption trends up the customer will see an increase what they use off the grid and consequently a higher utility bill.Lastly, we reviewed the seasonality of the customer's region and in Sewell, NJ we found that there were several cloudy and rainy days in October, November and December of this year:October- days cloudy and/or rain,? November- days cloudy and/or rain and December days so farIn spite of these conditions we are still committed to the terms of the contractWe recommend that the customer add an additional? system in order to offset more of their consumption.? ? ? ? ? ? ? ? ? ?
? W? e have contacted? our customer regarding the debit in questionWe have processed? a refund in the amount of $and apologised for the inconvenienceThe customer was content with the? update and did have any further questions? or concerns? regarding the solar
service?
Customer has been advised that Sunnova's engineering team has reviewed the design and verified that position were system is located will provide? optimal solar generation? Unfortunately customer is unable to move forward with additional? system to provide more consumption for the home.?
Sunnova third party company *** *** has scheduled a site visit for customer on 12/12/We are awaiting results of site visit.?
[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.? as long as sunnova resolves this issue
?
Revdex.com:
This letter is to inform you that Sunnova has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/8/and assigned ID ***
Regards,
Revdex.com:
? This is to informe you that my complaint with sunnova HAS NOT been resolvedthey tried to figure out the problem by compareing past energy bills with more recent ones, but their was little difference if any in past consumption of power and presentSunnova refuses to concede that they cannot fulfill their garenty to reduse my energy bill, infact the exact oppiset, my bill is to dollars higher then it was without their product,at this rate it is just a matter of time till nv energy shouts my power off.So I have made the desition to stop my monthly payment to sunnova of dollars so that I might be able to pay nv energy what I still owe them, one month past due (October) to keep the power on for me and my familySo like I stated be for I just want to return my situation to the way it was befor sunnova attempted to reduce my energy bill, that would completely satisfy me and my family, Sincerely *** ** ***
Sunnova is still awaiting for the utility company response to approve net metering for new home, usual time frame ranges from 6-weeks for utility approval for permission to operateIn regards to compensation the customer will be compensated at end of the 36th month under the Lease Agreement.?
Sunnova has attempted to reach to reach out to the customer to go over numbers of early true up provided to account?
We are currently working with Mr*** on a resolutionCustomer is being contacted weekly with an update on his request.?
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
is requesting a product change/ new agreement.•? ? Customer
not willing to review agreement over the phoneIs requesting a face to face
interaction.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.? ?
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: Case-*** ? Issue: ·? ? ? ? ? ? ? ? Customer has a concern related to his payment draft date ? 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 *** ? We are available Monday through Friday from 7:am to 7:pm Central Standard Time
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint?
[Provide details of why you are not satisfied with this resolution.]
Regards,
? As I explained before we do not have enough equity in our home to place into escrow or to increase the home price? We do not have $15,laying around to pay for the move or add money into an escrow account? The price for the move is preposterous given the fact that that is how much a new solar system cost altogether? I asked again release us from our contract due to violation of the you *** *** on a home? Even the *** *** *** *** believes that Sunnova is in violation and is actively pursuing forwarding our claim to the consumer protection department who is seeking active litigation on several solar companies for the same issues I’m currently having with you? They are adding this case to this new litigation claim, please release us from this contract ? or eat the cost of some of the requirements to move the solar
Sunnova's claim department is working directly with Mr*** legal representation in attempting to find a resolution
Thank you for contacting Sunnova’s Customer Care TeamWe are currently conducting a full review
of the customer’s complaint
Please see the details below:
">·? ? ? ? ? ? ? ?
Customer: ? *** ***
·? ? ? ? ? ? ? ?
Sunnova Account ID: ***
·? ? ? ? ? ? ? ?
Sunnova Case
Number: ***
Issue:
·? ? ? ? ? ? ? ?
Customer
states the installer allegedly installed a watt inverter instead of
watt inverter as promised
·? ? ? ? ? ? ? ?
Per the
customer the original inverter installed was for watts, the installer then
came back to and installed a watt inverter
·? ? ? ? ? ? ? ?
Due to
the error and confusion the customer wants his payments lowered from $to
$
Sunnova is currently researching this issue for the customer, we have
reached out to the customer and spoken to him in order 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?
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 drafted for $in error, correct payment should have been $
?
Resolution:
·? ? ? ? ? ? ?
A refund
in the amount of $was processed on 2/11/
·? ? ? ? ? ? ?
Sunnova
has developed a long term fix in the system these issues
?
We appreciate the
feedback the customer has provided in this case, it definitely enables us to
create a better customer experienceIn the future months to come if the
customer has any concerns we are here to assist
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 am still getting billed for the contract and getting it withdrawn through autopay from the bank account, even though the contract was terminatedThey are looking into this, and hopefully this gets resolved very soon, and I get refunded money that should never be deductedAlso am waiting on a one year warranty in writing for the roof.?
Regards,***
?
Customer has been contacted and advised we are working toward a final resolution.?
Thank you for contacting Sunnova’s Customer Care TeamWe are currently conducting a full review of the customer’s complaint Please see the details below: ? ·? ? ? ? ? ? ? ? Customer: *** *** ·? ? ? ? ? ? ? ? Sunnova
Account ID: *** ·? ? ? ? ? ? ? ? Sunnova Case Number: Case-*** ? Issue: ·? ? ? ? ? ? ? ? Customer indicated by their records that Sunnova is still drafting their bank account after the transfer of ownership? Sunnova is currently researching this issue for the customer, and we have reached out to the customer to gather additional detailsA final resolution will be submitted to you on this matter once the investigation is complete If you have any questions, please contact us at (281) 985- or email us at [email protected]? We are available Monday through Friday from 7:am to 7:pm Central Standard Time
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint?
Sunnova contacted me to offer to prorate my bill for the next months (bringing it down to $per month for next months) to resolve the KW hours that the system did not produce as guaranteed in the first year of service? They agreed to settle any guaranteed hours that are not generated in successive years in the same manor each year of the contract? I advised them that I was still unhappy with the way that they misrepresented their business practice at every turn in our transactions and asked them to post the above offer of resolution on this website as their history of misrepresentations has left me with no confidence in anything that I am told by them? I allowed them sufficient time to do that, to no avail? I am therefore posting it myself and will consider it an affirmation on the part of Sunnova if it remains uncontested by them via this website after days? I have also not received a copy of the contract which Sunnova advised they forwarded weeks ago
Regards,
?
Sunnova has researched the customer's concerns and below are our findings:Contract Type: ? ** *** this product enables the customer to pay a fixed payment each month, with this product the customer has a guarantee of estimated production each yearIn the event that Sunnova does not meet that
estimate of production outlined in the contract, the customer is compensated for the difference of actual production verses estimated productionThis clause in the customer's contract protects them in the event that we do not meet the estimated production in the contractSome of the things that can reduce production is mechanical flaws in the system and seasonality of the weather.We confirmed that the customer's solar system is performing as expected on 4/21/2016, 11/10/2016,11/29/and 12/1/On 11/29/we conducted a bill analysis from the utility bills that the customer sent into usOur findings indicated an increase in their consumption since going solarThe solar system is built based on certain specifications, one specification is the customer's historical consumption with their utility companyWhen a customer's consumption trends up the customer will see an increase what they use off the grid and consequently a higher utility bill.Lastly, we reviewed the seasonality of the customer's region and in Sewell, NJ we found that there were several cloudy and rainy days in October, November and December of this year:October- days cloudy and/or rain,? November- days cloudy and/or rain and December days so farIn spite of these conditions we are still committed to the terms of the contractWe recommend that the customer add an additional? system in order to offset more of their consumption.? ? ? ? ? ? ? ? ? ?
? W? e have contacted? our customer regarding the debit in questionWe have processed? a refund in the amount of $and apologised for the inconvenienceThe customer was content with the? update and did have any further questions? or concerns? regarding the solar
service?
Customer has been advised that Sunnova's engineering team has reviewed the design and verified that position were system is located will provide? optimal solar generation? Unfortunately customer is unable to move forward with additional? system to provide more consumption for the home.?