Hello,
Sunnova did lower our contract rate to offset the lack of energy production that was initially promised. Although it took a very long time and many correspondences, we are satisfied with the final resolution and thank them.
Also, we would like to thank Revdex.com Houston for your continued assistance and attention to this matter.
[redacted] & [redacted]
Lake Arrowhead, CA
Thank you for contacting Sunnova’s Customer Care Team. We have conducted a full review of the
account. Please see the details below:• Customer: [redacted]• Sunnova
Account ID: [redacted]• Sunnova
Case Number: [redacted]Issue: • Customer
is requesting a product change/ new agreement.• Customer
not willing to review agreement over the phone. Is requesting a face to face
interaction.If you have any questions, please contact us at [redacted] or email us at [redacted]. We are available Monday through Friday from
7:00 am to 7:00 pm Central Standard Time.
Thank you again for contacting Sunnova’s Customer Care
Team.
Thank you for contacting Sunnova’s Customer Care Team. We are currently conducting a full
review of the customer’s complaint.
Please see the details below:
[redacted] [redacted]
[redacted]
[redacted]
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 details. A
final resolution will be submitted to you on this matter.
If you have any
questions, please contact us at [redacted] or email us at [email protected].
We are available Monday through Friday from 7:00 am to 7:00 pm Central
Standard Time.
Thank you again for contacting Sunnova’s Customer Care
Team.
Sent: Thursday, February 11, 2016 7:02 PM Subject: RE: Revdex.com Houston CID#[redacted] Good evening, I informed you that we would be reaching out to Mr. [redacted]. We spoke to him to discuss a rate revision. Thanks Toni [redacted] Contact Center Supervisor I Sunnova D: 281.[redacted]3 Fax: 281.985.9907 toni.[redacted]@sunnova.com ww.sunnova.com
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 agreement. The 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. Sent: Tuesday, July 19, 2016 12:17 PM Subject: case number [redacted]I did not respond by phone call to the business because I had already exhausted that resource when I filed the case. I WILL NOT speak with them on the telephone as per instructions from (Revdex.com) website. All communications, until this is resolved, will be in writing or email.Thanks,[redacted]
Sunnova has provided customer alternative options in getting an additional system to cover more consumption at a lower rate than his utility company. Sunnova 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.
Thank you for contacting Sunnova’s Customer Care Team. We are conducting a full review of the account. Please see the details below: · Customer: [redacted] · Sunnova Account ID: [redacted]...
· Sunnova Case Number: [redacted] Issue: · The customer has indicated that he sustained roof damage at the point of installation Sunnova is in the process of investigating this issue for the customer we will contact Mr. [redacted] today to discuss this matter further. We will stay in constant communication with the customer to convey updates directly until this matter is resolved. If you have any questions, please contact us at [redacted] or email us at [redacted]. We are available Monday through Friday from 7:00 am to 7:00 pm Central Standard Time. Thank you again for contacting Sunnova’s Customer Care.
Thank you for contacting Sunnova’s Customer Care Team. We are currently conducting a full review of the customer’s complaint. Please see the details below: ? Customer: [redacted]? Sunnova...
Account ID: [redacted]? Sunnova Case Number: Case-[redacted] Issue:· Customer concerned with system efficiency, feels production of system has been inadequate Sunnova is currently researching this issue for the customer, we have reached out to the customer to gather additional details. A final resolution will be submitted to you on this matter. If you have any questions, please contact us at (281) 985- 9900 or email us at [email protected]. We are available Monday through Friday from 7:00 am to 7:00 pm Central Standard Time.
Sunnova has assisted in providing customer with a solar service credit that equals to two solar months, also issues with solar system have been resolved.
Thank you for contacting Sunnova’s Customer Care Team. We are currently conducting a full
review of the customer’s complaint.
Please see the details below:
Customer: [redacted]
Sunnova Account ID: [redacted]
Sunnova Case Number:
[redacted]
Issue:
Customer...
feels misled
about services advertised.
Customer upset with the
amount of energy system produced not being what was determined by [redacted]
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 details. A
final resolution will be submitted to you on this matter.
If you have any
questions, please contact us at (281) 985- 9900 or email us at [email protected].
We are available Monday through Friday from 7:00 am to 7:00 pm Central
Standard Time.
Thank you again for contacting Sunnova’s Customer Care
Team.
Mr. [redacted],Thank you for your response, most installers use a form to show possible savings and that is what you are referring to. As 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 you. The 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 6222 kwh. Your system actually produced 6259 kwh at this point we are exceeding the guaranteed production for your first year. Your 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 patterns. Sunnova 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,
Thank you for contacting Sunnova’s Customer Care Team. We are currently conducting a full
review of the customer’s complaint. Please see the details below:
Customer: [redacted]
Sunnova Account ID: [redacted]
Sunnova Case Number:
[redacted]
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 normal 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 details. A
final resolution will be submitted to you on this matter.If you have any
questions, please contact us at [redacted] or email us at [redacted].
We are available Monday through Friday from 7:00 am to 7:00 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 [redacted], and have determined that this proposed action would not resolve Because of the incorrect design of the system by an Sunnova approved installation company, the system will consistently fail to produce anywhere near the guaranteed kWh. Until the system is retrofitted, it will not perform as it was guaranteed to. your approved company [redacted] is an absolute joke.
Regards,
Thank you for contacting Sunnova’s Customer Care Team. We are currently conducting a full review of the customer’s complaint. Please see the details below: · Customer: [redacted] · Sunnova...
Account ID: [redacted] · Sunnova Case Number: Case-[redacted] Issue: · Customer is requesting to have removal and reinstallation expedited to have roof repair. Sunnova is currently researching this issue for the customer, we have reached out to the customer to gather additional details. A final resolution will be submitted to you on this matter. If you have any questions, please contact us at (281) 985- 9900 or email us at [email protected]. We are available Monday through Friday from 7:00 am to 7:00 pm Central Standard Time.
Ms. [redacted], our apologies for the delay in response. There was an error with the Revdex.com, and we did not received this request from their team. However it appears we worked with your directly in June 2015 to address this issue. Please contact our customer service team if you are still experiencing...
Hello,
Sunnova did lower our contract rate to offset the lack of energy production that was initially promised. Although it took a very long time and many correspondences, we are satisfied with the final resolution and thank them.
Also, we would like to thank Revdex.com Houston for your continued assistance and attention to this matter.
[redacted] & [redacted]
Lake Arrowhead, CA
Thank you for contacting Sunnova’s Customer Care Team. We have conducted a full review of the
account. Please see the details below:• Customer: [redacted]• Sunnova
Account ID: [redacted]• Sunnova
Case Number: [redacted]Issue: • Customer
is requesting a product change/ new agreement.• Customer
not willing to review agreement over the phone. Is requesting a face to face
interaction.If you have any questions, please contact us at [redacted] or email us at [redacted]. We are available Monday through Friday from
7:00 am to 7:00 pm Central Standard Time.
Thank you again for contacting Sunnova’s Customer Care
Team.
Thank you for contacting Sunnova’s Customer Care Team. We are currently conducting a full
review of the customer’s complaint.
Please see the details below:
[redacted] [redacted]
[redacted]
[redacted]
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 details. A
final resolution will be submitted to you on this matter.
If you have any
questions, please contact us at [redacted] or email us at [email protected].
We are available Monday through Friday from 7:00 am to 7:00 pm Central
Standard Time.
Thank you again for contacting Sunnova’s Customer Care
Team.
Sent: Thursday, February 11, 2016 7:02 PM Subject: RE: Revdex.com Houston CID#[redacted] Good evening, I informed you that we would be reaching out to Mr. [redacted]. We spoke to him to discuss a rate revision. Thanks Toni [redacted] Contact Center Supervisor I Sunnova D: 281.[redacted]3 Fax: 281.985.9907 toni.[redacted]@sunnova.com ww.sunnova.com
Customer has been provided with the prepayment amount per her request
Sunnova third party company [redacted] has scheduled a site visit for customer on 12/12/2016. We are awaiting results of site visit.
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 agreement. The 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. Sent: Tuesday, July 19, 2016 12:17 PM Subject: case number [redacted]I did not respond by phone call to the business because I had already exhausted that resource when I filed the case. I WILL NOT speak with them on the telephone as per instructions from (Revdex.com) website. All communications, until this is resolved, will be in writing or email.Thanks,[redacted]
Sunnova has provided customer alternative options in getting an additional system to cover more consumption at a lower rate than his utility company. Sunnova 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.
Thank you for contacting Sunnova’s Customer Care Team. We are conducting a full review of the account. Please see the details below: · Customer: [redacted] · Sunnova Account ID: [redacted]...
· Sunnova Case Number: [redacted] Issue: · The customer has indicated that he sustained roof damage at the point of installation Sunnova is in the process of investigating this issue for the customer we will contact Mr. [redacted] today to discuss this matter further. We will stay in constant communication with the customer to convey updates directly until this matter is resolved. If you have any questions, please contact us at [redacted] or email us at [redacted]. We are available Monday through Friday from 7:00 am to 7:00 pm Central Standard Time. Thank you again for contacting Sunnova’s Customer Care.
Thank you for contacting Sunnova’s Customer Care Team. We are currently conducting a full review of the customer’s complaint. Please see the details below: ? Customer: [redacted]? Sunnova...
Account ID: [redacted]? Sunnova Case Number: Case-[redacted] Issue:· Customer concerned with system efficiency, feels production of system has been inadequate Sunnova is currently researching this issue for the customer, we have reached out to the customer to gather additional details. A final resolution will be submitted to you on this matter. If you have any questions, please contact us at (281) 985- 9900 or email us at [email protected]. We are available Monday through Friday from 7:00 am to 7:00 pm Central Standard Time.
Sunnova has assisted in providing customer with a solar service credit that equals to two solar months, also issues with solar system have been resolved.
Good afternoon, Sunnova is in the process of conducting an investigation on customer complaint. We will provide an update of our findings.
Thank you for contacting Sunnova’s Customer Care Team. We are currently conducting a full
review of the customer’s complaint.
Please see the details below:
Customer: [redacted]
Sunnova Account ID: [redacted]
Sunnova Case Number:
[redacted]
Issue:
Customer...
feels misled
about services advertised.
Customer upset with the
amount of energy system produced not being what was determined by [redacted]
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 details. A
final resolution will be submitted to you on this matter.
If you have any
questions, please contact us at (281) 985- 9900 or email us at [email protected].
We are available Monday through Friday from 7:00 am to 7:00 pm Central
Standard Time.
Thank you again for contacting Sunnova’s Customer Care
Team.
Mr. [redacted],Thank you for your response, most installers use a form to show possible savings and that is what you are referring to. As 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 you. The 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 6222 kwh. Your system actually produced 6259 kwh at this point we are exceeding the guaranteed production for your first year. Your 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 patterns. Sunnova 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,
Thank you for contacting Sunnova’s Customer Care Team. We are currently conducting a full
review of the customer’s complaint. Please see the details below:
Customer: [redacted]
Sunnova Account ID: [redacted]
Sunnova Case Number:
[redacted]
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 normal 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 details. A
final resolution will be submitted to you on this matter.If you have any
questions, please contact us at [redacted] or email us at [redacted].
We are available Monday through Friday from 7:00 am to 7:00 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 [redacted], and have determined that this proposed action would not resolve Because of the incorrect design of the system by an Sunnova approved installation company, the system will consistently fail to produce anywhere near the guaranteed kWh. Until the system is retrofitted, it will not perform as it was guaranteed to. your approved company [redacted] is an absolute joke.
Regards,
Thank you for contacting Sunnova’s Customer Care Team. We are currently conducting a full review of the customer’s complaint. Please see the details below: · Customer: [redacted] · Sunnova...
Account ID: [redacted] · Sunnova Case Number: Case-[redacted] Issue: · Customer is requesting to have removal and reinstallation expedited to have roof repair. Sunnova is currently researching this issue for the customer, we have reached out to the customer to gather additional details. A final resolution will be submitted to you on this matter. If you have any questions, please contact us at (281) 985- 9900 or email us at [email protected]. We are available Monday through Friday from 7:00 am to 7:00 pm Central Standard Time.
Sunnova's claim department is working directly with Mr. [redacted] legal representation in attempting to find a resolution.
Ms. [redacted], our apologies for the delay in response. There was an error with the Revdex.com, and we did not received this request from their team. However it appears we worked with your directly in June 2015 to address this issue. Please contact our customer service team if you are still experiencing...
billing issues.