Thank you for contacting Sunnova’s Issue Resolution TeamWe are currently conducting a full review of the customer’s complaintPlease see the details below: • Customer’s Name: [redacted] • Sunnova Account: [redacted] • Issue Resolution Case: [redacted] Customer’s Complaint: Customer has concerns about the amount of time it has taken to receive the quote for his systems relocationSunnova 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 [redacted] 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 [redacted] , and have determined that this proposed action would not resolve my complaint My solar system is still not working properly and I have been waiting weeks for a provider to come out and look at my system In the meantime, I am spending money on a solar system that is not working and paying for electricity from the electric company I will not close this complaint until they either fix my system and compensate me for the money I am losing or they let me out of the agreement altogether I have no faith that Sunnova will send a technician out to look at the system any time soon They don't have a partner in the area to provide service Regards, [redacted]
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. I received a call but was not available. I returned the call but the team was not available and am awaiting a return call. 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: [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 detailsA 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: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 complaintPlease see the details below: · [redacted] · [redacted] [redacted] · [redacted] Issue: · Customer has concerns in regards to automatic draft date for the 17th of each month [redacted] wants the draft to take place on the first of the month· Customer has a concern in regards to the UCC filing fixture for his solar system Sunnova is currently researching this issue then reach out to the customer to gather additional detailsOnce we have addressed this issue with the customer a final resolution will be submitted on this matterIf you have any questions, please contact us at [redacted] 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 Sent: Sunday, January 17, 6:PM Subject: complaint ***I received a email requesting the following informationThis message is in regard to your complaint submitted on 12/17/against Sunnova. Your complaint was assigned ID ***You recently filed a complaint on the above mentioned company. The last we heard from you the issue was not resolved. Please provide us with an update and advised which items (if any) remain unresolvedPlease complete and return it as soon as possibleAre the issues resolved? No If no, what issues remain outstanding? Sunnova failed to deliver a working systemadvertising - Sunnova claims 24/monitoring on website and promotional materialThere customer service explains they only monitor once a month and have no visibility of system errorsDid you ever file your case through the court system? not yet meeting with attorney scheduled . If so please include a copy of your filing or judgment for our filesSignature: __*** ***____Date: _____1/16/2016____________________ *** ***
Customer has been contacted on several attempts with no success, customer has been provided a solar credit of $which equals the first two months of solar with Sunnova
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
C*** *** *** *** *** *** *** *** ** *** *** *** *** *** ** *** *** *** *** *** ** *** Complaint Summary Complaint Type: Consumer to Business Complaint Nature of complaint: Advertising Issues Problem description: Have had problems with the system since the day it was installedMy home is constantly blowing the breaker box and or fuses out in the kitchen when two or more appliances are operating at the sometimeHave called for assistance to get the problem resolved but I am constantly getting the run aroundSunnova presented advertisement of their product and the money that my family would save on electricitySunnova stated, " that my home only requires panels that was an under statement", a more professional company came out and evaluated my electricity usage per square foot of home and has evaluated that the home required panelsSunnova also misrepresented themselves by stating, "that we would save more money using their solar products than SCE as well as eliminating a monthly electricity bill with SCE and receiving a yearly credit from SCE, well that sale pitch was also a lieDec2015th, I received an ending billing statement from SCE, SCE billed us for $2,200.00, on Dec2016th, I received a ending billing statement for $2,We are now paying a bill totaling $4,for used electricityI called Sunnova several times to get this issue resolve as to date Sunnova has refused to rectify the problemAccording to documented information Sunnova is billing my family more for electricity than SCE ever has in the years I have lived in my homeWe were better off using SCE vsSunnovaSunnova lied about their product and their pricesSunnova has caused my family a financial hardship and yet after speaking to the following people: Supervisor Wilbert Harris, Ronaldo, Angela ***, Aleia, Kadisha ***, Simeon, Ignacio ***, Amanda, Evette and Jeannia ***After speaking to all of these people ABSOLUTELY NO ONE was willing nor tried to suggest nor resolve the issueWe were lied too from the very beginning and after several attempts of reaching out to Sunnova we have asked them to come and remove their panel from our home they have refusedDue to the refusal to pay the SCE billing and the reimbursement of our money(s) we have lost and the financial hardship we have had to endure, we are not willing to continue our service with Sunnova and at this time we insist on a reimbursement of all money spent out and we want them to come get their equipmentWe are planning to take this matter to court and to the public media if Sunnova does not comply immediately and resolve this issueAt this point we are DONEDesired Resolution: Refund Desired Outcome Refund, resolve business deal, report a positive report to Credit BreauPlease remove all equipment from home immediately. REFUND ALL MONEYS PAID OUT DUE TO BREACH OF CONTRACT BY SUNNOVADISSOLVE BUSINESS DEALREPORT A POSITIVE REPORT TO CREDIT BREAUPLEASE REMOVE ALL EQUIPMENT FROM HOME IMMEDIATELY
Regards,
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 2/20/and assigned ID ***Sent: Wednesday, March 08, 12:PM Subject: Re: Complaint Update, Thanks to *** *** and Toni from Sunnova, I was able to get the issue resolved todayOf course I really won't know until my next billing cycle but I have high hopesThank you for your help in resolving this matter
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 do not intend to accept anything said until I see the actual results. This has happened over and over again and each time I get this response and yet it occurs the next time.
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 Both my husband and I have spoken to Sunnova, they proposed to resolve the $bill due to their negligence of not installing additional panels, we not pay months of their solar bill. During winter months our average solar bill is $a month. That would be a net of $120. This is insulting! $savings to us to make up for a $bill is inacceptable!
Regards,*** and *** ***
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
Please 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 billedWe requested the customer send his bills in for analysis on 9/14/ Customer declined to send The operation and functionality of the customer's system is industry standard and detailed in the Lease Amendment he signed Industry standard for solar powered homes is that they are still on their utility grid Because they are still receiving power from public utility the customer will receive two bills, as they are receiving power from two sourcesThe customer is located in *** where the price is per KWH He is currently receiving per KWH under his contract with Sunnova Customer is upset with the time frame taken to have system operating The customer didn't sign off on the appropriate paperwork until February of and then we must wait for Permission to Operate and permits from the *** Energy Commission Customer should have all of those documents with these dates.Customer received a higher than utility bill after going solarThe price in *** is KWH and the customer is receiving KWH Please see signed Lease Amendment.Customer requested to have billing due date changed but was unable to be accommodated. Mr*** selected his billing date originally We cannot accommodate the date he's requesting; however we can offer the 17th as an alternative.Customer would like panels removed and to be released from the agreement If the customer would like his panels removed then he will have to pay for the cost of removal 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
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
Like I stated in the previous complaints, I am totally dissatisfied with Sunova and I want the panels removed from my roof asap, I will begin the process of charging a fee for storage. I sincerely feel that a whole year is a bit much to wait for a product that was promised within three months
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
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 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 *** ***
Thank you for contacting Sunnova’s Issue Resolution TeamWe are currently conducting a full review of the customer’s complaintPlease see the details below: • Customer’s Name: [redacted] • Sunnova Account: [redacted] • Issue Resolution Case: [redacted] Customer’s Complaint: Customer has concerns about the amount of time it has taken to receive the quote for his systems relocationSunnova 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 [redacted] or email us at [email protected] We are available Monday through Friday from 7:am to 7:pm Central Standard Time
We are currently working with Mr [redacted] on a resolutionCustomer is being contacted weekly with an update on his request
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 My solar system is still not working properly and I have been waiting weeks for a provider to come out and look at my system In the meantime, I am spending money on a solar system that is not working and paying for electricity from the electric company I will not close this complaint until they either fix my system and compensate me for the money I am losing or they let me out of the agreement altogether I have no faith that Sunnova will send a technician out to look at the system any time soon They don't have a partner in the area to provide service Regards, [redacted]
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. I received a call but was not available. I returned the call but the team was not available and am awaiting a return call. 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: [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 detailsA 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: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 complaintPlease see the details below: · [redacted] · [redacted] [redacted] · [redacted] Issue: · Customer has concerns in regards to automatic draft date for the 17th of each month [redacted] wants the draft to take place on the first of the month· Customer has a concern in regards to the UCC filing fixture for his solar system Sunnova is currently researching this issue then reach out to the customer to gather additional detailsOnce we have addressed this issue with the customer a final resolution will be submitted on this matterIf you have any questions, please contact us at [redacted] 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 Sent: Sunday, January 17, 6:PM Subject: complaint ***I received a email requesting the following informationThis message is in regard to your complaint submitted on 12/17/against Sunnova. Your complaint was assigned ID ***You recently filed a complaint on the above mentioned company. The last we heard from you the issue was not resolved. Please provide us with an update and advised which items (if any) remain unresolvedPlease complete and return it as soon as possibleAre the issues resolved? No If no, what issues remain outstanding? Sunnova failed to deliver a working systemadvertising - Sunnova claims 24/monitoring on website and promotional materialThere customer service explains they only monitor once a month and have no visibility of system errorsDid you ever file your case through the court system? not yet meeting with attorney scheduled . If so please include a copy of your filing or judgment for our filesSignature: __*** ***____Date: _____1/16/2016____________________ *** ***
Customer has been contacted on several attempts with no success, customer has been provided a solar credit of $which equals the first two months of solar with Sunnova
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
C*** *** *** *** *** *** *** *** ** *** *** *** *** *** ** *** *** *** *** *** ** *** Complaint Summary Complaint Type: Consumer to Business Complaint Nature of complaint: Advertising Issues Problem description: Have had problems with the system since the day it was installedMy home is constantly blowing the breaker box and or fuses out in the kitchen when two or more appliances are operating at the sometimeHave called for assistance to get the problem resolved but I am constantly getting the run aroundSunnova presented advertisement of their product and the money that my family would save on electricitySunnova stated, " that my home only requires panels that was an under statement", a more professional company came out and evaluated my electricity usage per square foot of home and has evaluated that the home required panelsSunnova also misrepresented themselves by stating, "that we would save more money using their solar products than SCE as well as eliminating a monthly electricity bill with SCE and receiving a yearly credit from SCE, well that sale pitch was also a lieDec2015th, I received an ending billing statement from SCE, SCE billed us for $2,200.00, on Dec2016th, I received a ending billing statement for $2,We are now paying a bill totaling $4,for used electricityI called Sunnova several times to get this issue resolve as to date Sunnova has refused to rectify the problemAccording to documented information Sunnova is billing my family more for electricity than SCE ever has in the years I have lived in my homeWe were better off using SCE vsSunnovaSunnova lied about their product and their pricesSunnova has caused my family a financial hardship and yet after speaking to the following people: Supervisor Wilbert Harris, Ronaldo, Angela ***, Aleia, Kadisha ***, Simeon, Ignacio ***, Amanda, Evette and Jeannia ***After speaking to all of these people ABSOLUTELY NO ONE was willing nor tried to suggest nor resolve the issueWe were lied too from the very beginning and after several attempts of reaching out to Sunnova we have asked them to come and remove their panel from our home they have refusedDue to the refusal to pay the SCE billing and the reimbursement of our money(s) we have lost and the financial hardship we have had to endure, we are not willing to continue our service with Sunnova and at this time we insist on a reimbursement of all money spent out and we want them to come get their equipmentWe are planning to take this matter to court and to the public media if Sunnova does not comply immediately and resolve this issueAt this point we are DONEDesired Resolution: Refund Desired Outcome Refund, resolve business deal, report a positive report to Credit BreauPlease remove all equipment from home immediately. REFUND ALL MONEYS PAID OUT DUE TO BREACH OF CONTRACT BY SUNNOVADISSOLVE BUSINESS DEALREPORT A POSITIVE REPORT TO CREDIT BREAUPLEASE REMOVE ALL EQUIPMENT FROM HOME IMMEDIATELY
Regards,
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 2/20/and assigned ID ***Sent: Wednesday, March 08, 12:PM Subject: Re: Complaint Update, Thanks to *** *** and Toni from Sunnova, I was able to get the issue resolved todayOf course I really won't know until my next billing cycle but I have high hopesThank you for your help in resolving this matter
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 do not intend to accept anything said until I see the actual results. This has happened over and over again and each time I get this response and yet it occurs the next time.
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 Both my husband and I have spoken to Sunnova, they proposed to resolve the $bill due to their negligence of not installing additional panels, we not pay months of their solar bill. During winter months our average solar bill is $a month. That would be a net of $120. This is insulting! $savings to us to make up for a $bill is inacceptable!
Regards,*** and *** ***
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
Please 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 billedWe requested the customer send his bills in for analysis on 9/14/ Customer declined to send The operation and functionality of the customer's system is industry standard and detailed in the Lease Amendment he signed Industry standard for solar powered homes is that they are still on their utility grid Because they are still receiving power from public utility the customer will receive two bills, as they are receiving power from two sourcesThe customer is located in *** where the price is per KWH He is currently receiving per KWH under his contract with Sunnova Customer is upset with the time frame taken to have system operating The customer didn't sign off on the appropriate paperwork until February of and then we must wait for Permission to Operate and permits from the *** Energy Commission Customer should have all of those documents with these dates.Customer received a higher than utility bill after going solarThe price in *** is KWH and the customer is receiving KWH Please see signed Lease Amendment.Customer requested to have billing due date changed but was unable to be accommodated. Mr*** selected his billing date originally We cannot accommodate the date he's requesting; however we can offer the 17th as an alternative.Customer would like panels removed and to be released from the agreement If the customer would like his panels removed then he will have to pay for the cost of removal 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
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
Like I stated in the previous complaints, I am totally dissatisfied with Sunova and I want the panels removed from my roof asap, I will begin the process of charging a fee for storage. I sincerely feel that a whole year is a bit much to wait for a product that was promised within three months
Regards,*** ***
Sunnova is working on providing the customer a resolution
Mr*** has been sent resolution via emailSunnova has added two additional months of solar credits to his early true up which Mr*** has agreed too
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
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 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 *** ***