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.
Problems have not been resolved. I called Sunnova on 2/28 @ 10:31am and left a message for Ignacio, the customer service rep assigned to my case. He replied back at 6:14pm and told me that sunnova was still looking into the issue. Production is steadily increasing due to the increased hours of daylight present as compared to November,December, January,February. So the system didn't miraculously fix itself. Soon the leaves will be on the neighbors trees and creating Shade on the panels. since the panels fail to strongly generate over the winter, I will have very little kwh banked for high demand summer months.
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.
From: [redacted] Sent: Tuesday, February 23, 2016 3:31 PM Regarding case ID # [redacted]- Sunnova, it HAS NOT been resolved. Somehow, we missed your office's last correspondence and did not reply. Please re-open this matter and continue to push Sunnova to do the right thing. They are continuing to drag out this matter, however, without any real solutions. It's insulting and becoming a giant waste of my time and money. Please help. Thank you, [redacted]
Tell us why hThank you for contacting Sunnova’s Customer Care Team. We have conducted a full review of the account. Please see the details below: · [redacted]
* [redacted]...
[redacted]· [redacted] Issue: · Customer requested the amount for the transfer and prepay amount. · Customer not happy with the time frame of requested information. If you have any questions, please contact 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. ere...
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 have heard all of this before for over a year. It is difficult to accept anything anyone says. There is a definite communication issue between Sunnova and Sub Contractors. The Sub Contractors can't tell the difference between the wrong part and the right part. They always send the wrong one. It takes them months to figure the problem out.
It will be great if this final part will get our system up and running. However, I an not going to hold my breath!. Actions speak louder than words!!
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 was unaware that he would receive two bills once going solar Sunnova is currently researching this issue for the customer, we will contact 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 for
contacting Sunnova’s Customer Care Team. We have conducted a full review of the
account. Please see the details below:
· ...
[redacted]
* [redacted]
* [redacted]
*
Issue:
·
Customer was provided a refund on 11/18/15
·
Three months of complimentary service was
provided to the customer.
·
Customer was removed from ACH draft and has the
option to mail payments.
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.
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 12/29/2016 and assigned ID [redacted].
Regards,
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 states that they are not seeing savings.* Customer is...
receiving higher than normal bills from the utility provider.* Customer has concerns regarding system production. 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.
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 am still getting billed for the contract and getting it withdrawn through autopay from the bank account, even though the contract was terminated. They are looking into this, and hopefully this gets resolved very soon, and I get refunded money that should never be deducted. Also am waiting on a one year warranty in writing for the roof.
Regards,[redacted]
Sunnova is working on providing customer with a resolution, we have talked to Mrs. [redacted] to advise we are working towards resolution. Customer complied
Sunnova has made several attempts to assist the customer with any concern they have brought to Sunnova's attention, however customer has been unresponsive to calls or emails. Is there an alternate number they are able to provide to be contacted as soon as possible.
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 concerned that the solar system is not capable of managing their consumption needs Sunnova is currently researching this issue for our customer; we have reached out to the customer to gather additional details. Once we have a final resolution we will communicate it to you. 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.
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.
Hello, I filed a previous complaint against Sunnova, due to misrepresentation of their product. Your agency has engaged them and they were working on a resolution. Case #[redacted]. Now the case is indicating that it's closed, however Sunnova has done nothing to correct this problem. In fact, it has conveniently stalled now that Revdex.com is showing the case as "closed". Please continue to encourage Sunnova to make things right, as they seem to have lost interest again. It has now been over a month since I started this process. Add enough solar panels to the system to make the production level match our consumption level. Simple. That is what we were promised and definitely not what we got. Please re-open this case and see it through! Thank you.
Regards,
Sunnova has worked with our partner and provided the customer with a committed service call for the date of June 18,2016. Toni [redacted] has been in contact with the customer via email and has confirmed that the partner has contacted and set up the appointment for 06/18/2016 per the customer interaction. The customer has advised Toni [redacted] via email that she would communicate with her by June 20, 2016 in regards to the outcome of the visit. If the customer has any additional concerns she can communicate directly with Toni [redacted] or Ignacio Herrera.
Sunnova has attempted to reach out to the customer on several attempts with no response from customer. Most recent contacts were 09/29/2016 - 10/03/216 - 10/05/216
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.
Customer service has already been contacted, and has not remedied the situation. The SunNova website, which used to work properly, no longer allows this customer to monitor electrical production - which appears to be zero due to electrical bills high amounts. The website has been unavailable for 2 months (prevented logging in), and more recently is available, but states "your account does no currently have a System or a Meter Id" (see attached photo). SunNova is in violation of the lease terms, and thus the lease should be rendered null and void.
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.
Problems have not been resolved. I called Sunnova on 2/28 @ 10:31am and left a message for Ignacio, the customer service rep assigned to my case. He replied back at 6:14pm and told me that sunnova was still looking into the issue. Production is steadily increasing due to the increased hours of daylight present as compared to November,December, January,February. So the system didn't miraculously fix itself. Soon the leaves will be on the neighbors trees and creating Shade on the panels. since the panels fail to strongly generate over the winter, I will have very little kwh banked for high demand summer months.
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.
From: [redacted] Sent: Tuesday, February 23, 2016 3:31 PM Regarding case ID # [redacted]- Sunnova, it HAS NOT been resolved. Somehow, we missed your office's last correspondence and did not reply. Please re-open this matter and continue to push Sunnova to do the right thing. They are continuing to drag out this matter, however, without any real solutions. It's insulting and becoming a giant waste of my time and money. Please help. Thank you, [redacted]
Sunnova and its third party [redacted] are working with township for permits and approvals.
Tell us why hThank you for contacting Sunnova’s Customer Care Team. We have conducted a full review of the account. Please see the details below: · [redacted]
* [redacted]...
[redacted]· [redacted] Issue: · Customer requested the amount for the transfer and prepay amount. · Customer not happy with the time frame of requested information. If you have any questions, please contact 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. ere...
Good afternoon, We have scheduled a appointment 06/18/2016 to have system service. We will keep you inform if any changes.
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 have heard all of this before for over a year. It is difficult to accept anything anyone says. There is a definite communication issue between Sunnova and Sub Contractors. The Sub Contractors can't tell the difference between the wrong part and the right part. They always send the wrong one. It takes them months to figure the problem out.
It will be great if this final part will get our system up and running. However, I an not going to hold my breath!. Actions speak louder than words!!
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 was unaware that he would receive two bills once going solar Sunnova is currently researching this issue for the customer, we will contact 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 for
contacting Sunnova’s Customer Care Team. We have conducted a full review of the
account. Please see the details below:
· ...
[redacted]
* [redacted]
* [redacted]
*
Issue:
·
Customer was provided a refund on 11/18/15
·
Three months of complimentary service was
provided to the customer.
·
Customer was removed from ACH draft and has the
option to mail payments.
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.
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 12/29/2016 and assigned ID [redacted].
Regards,
Sunnova is looking at alternate options to assist with customers concerns, we will be reaching out to customer by 09/26/2016
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 states that they are not seeing savings.* Customer is...
receiving higher than normal bills from the utility provider.* Customer has concerns regarding system production. 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.
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 am still getting billed for the contract and getting it withdrawn through autopay from the bank account, even though the contract was terminated. They are looking into this, and hopefully this gets resolved very soon, and I get refunded money that should never be deducted. Also am waiting on a one year warranty in writing for the roof.
Regards,[redacted]
Sunnova is working on providing customer with a resolution, we have talked to Mrs. [redacted] to advise we are working towards resolution. Customer complied
Sunnova has made several attempts to assist the customer with any concern they have brought to Sunnova's attention, however customer has been unresponsive to calls or emails. Is there an alternate number they are able to provide to be contacted as soon as possible.
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 concerned that the solar system is not capable of managing their consumption needs Sunnova is currently researching this issue for our customer; we have reached out to the customer to gather additional details. Once we have a final resolution we will communicate it to you. 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.
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.
Hello, I filed a previous complaint against Sunnova, due to misrepresentation of their product. Your agency has engaged them and they were working on a resolution. Case #[redacted]. Now the case is indicating that it's closed, however Sunnova has done nothing to correct this problem. In fact, it has conveniently stalled now that Revdex.com is showing the case as "closed". Please continue to encourage Sunnova to make things right, as they seem to have lost interest again. It has now been over a month since I started this process. Add enough solar panels to the system to make the production level match our consumption level. Simple. That is what we were promised and definitely not what we got. Please re-open this case and see it through! Thank you.
Regards,
Sunnova has worked with our partner and provided the customer with a committed service call for the date of June 18,2016. Toni [redacted] has been in contact with the customer via email and has confirmed that the partner has contacted and set up the appointment for 06/18/2016 per the customer interaction. The customer has advised Toni [redacted] via email that she would communicate with her by June 20, 2016 in regards to the outcome of the visit. If the customer has any additional concerns she can communicate directly with Toni [redacted] or Ignacio Herrera.
Sunnova has attempted to reach out to the customer on several attempts with no response from customer. Most recent contacts were 09/29/2016 - 10/03/216 - 10/05/216
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.
Customer service has already been contacted, and has not remedied the situation. The SunNova website, which used to work properly, no longer allows this customer to monitor electrical production - which appears to be zero due to electrical bills high amounts. The website has been unavailable for 2 months (prevented logging in), and more recently is available, but states "your account does no currently have a System or a Meter Id" (see attached photo). SunNova is in violation of the lease terms, and thus the lease should be rendered null and void.
Regards,[redacted]