Our
apologies to [redacted] for the lengthy installation experience and improper
garage repairOur installation partner contacted [redacted] today, [redacted], to
update her on final installation steps, and upon completion
she can expect to have an in-service solar system generating powerIf [redacted] has any additional questions, she can contact our customer service team
directly and they will assist her promptly[redacted] or
[redacted]
Hello [redacted] I hope you are well.Please be aware that Sunnova shopped around for the most inexpensive quote for the removal and re-installation of the solar system. We discussed the possibility of doing a prepayment that could be paid for in escrow.We informed you that you could have the homebuyer call Sunnova so that we could educate them on the price of solar. Please allow me to reiterate that Sunnova reaps no profit from the removal and relocation of our system, that is something paid directly the 3rd party. Thank you for your time
Sunnova has contacted Mr. [redacted] with our resolution. We understand that his account is not a new account, but in order to maintain an account with Sunnova security is still needed. We apologize for any miscommunication and that is why we are granting the credit toward the customers account. We would be happy to refund the deposit in full if the customer allows us to run their credit and they meet our credit requirements. There is no further options that we can provide the customer, the resolution is to provide a credit as indicated in our previous response or move forward with a credit check.Thank you again for your patience in this matter. Respectfully,Issue Resolution 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: · Customer: [redacted]· Sunnova Account...
ID: [redacted]· Sunnova Case Number: Case-[redacted] Issue:· Customer is requesting compensation prior to terms indicated under her PPA-EZ 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 (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.
Mr. [redacted] was set up with a site visit for 04/21/2017 to install new module and to make necessary repairs. Sunnova has also provided customer with two months of solar credits for the months of May & June of 2017
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 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 details. A 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- 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. I will not accept this generic response any longer. I will continue to not accept the business' response until I have the final resolution in hand and a clear path forward. What the business has provided thus far is not a resolution to this complaint but rather a continuation of the underlying issue that we have experienced which is prolonged investigation. Please feel free to take the full 10 days allotted to you, Sunnova, to resolve the issue and adequately document the steps you have taken to a) resolve the [redacted] panel performance issue and b) what steps you have or will take to make this financially right to me and my husband.I do not think I am being unreasonable in expecting a concrete response with expected turnaround times and and a detailed explanation of why we got to this point in the first place.
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 will be happy when they have resolved my problem satisfactory, I need more than just a message saying that they are working on my problem... I have heard them say that before and nothing gets done.
Regards,
Customer has been unresponsive to all of Sunnova's attempts to reach him, attempts have been made on the following dates - October 10,13,14. Sunnova will continue to wait for customer's call back to assist with his concerns.
Sent: Friday, September 11, 2015 5:29 PM To: Victoria Wray Subject: Revdex.com Complaint ID#[redacted] Thank you for contacting Sunnova’ s Customer Care Team. We have conducted a full review of the account below: Customer’s Name: [redacted] Sunnova Account ID: [redacted] Case Number: [redacted] Issue: Our customer, [redacted], passed away (along with his spouse); leaving their estate to their daughter [redacted]. Ms. [redacted] believes the solar system is making her parents’ home difficult to sell. As a result, she now wants to cancel Mr. [redacted]’ 25-year agreement and have the system removed. Resolution: Because of the long-term nature of the agreement, Sunnova’s contract specifically states that the contract terms bind the customer’s estate and heirs. The customer’s heirs/executor or probate trustee can exercise any of 3 options: (i) transfer the rights and obligations of the system to the new buyer of the home; (ii) move the system to a new home in the same utility district (customer pays costs to move the system); or (iii) prepay the system and let the new owner assume only the nonpayment portions of the contract. Failure of the heir/executor/trustee to select one of the 3 choices above will mean the account is in default. In the interest of reaching an amicable resolution with Ms. [redacted], Sunnova offers the following options: The estate may pay off the term of the contract Transfer the system to the new home buyers System removal and move to another property, which does incur fees. Sunnova has offered to work directly with the potential home buyers in order to educate them on the benefits of the solar system; or to have Ms. [redacted] take over the monthly payments and continue enjoying the benefits of solar. Lastly we offered the option of system removal and re-install at a different property; with this option, there will be fees associated with the removal and re-install process we will call the customer with the cost associated with this option. Ms. [redacted] has indicated her preference is to have the system removed and the 25-year contract between Mr. [redacted] and Sunnova cancelled; but there are no legal or factual grounds of which Sunnova is aware to justify doing so. 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. Toni T[redacted] Customer Care Supervisor I Sunnova Fax: [redacted] This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error, please notify the Sunnova system manager at [redacted]. Please note that the views or opinions presented in this email are solely those of the author and do not necessarily represent those of the Sunnova. Further, no employee or agent is authorized to enter into a binding agreement on behalf of Sunnova via email unless such agreement has been properly approved according to Sunnova’s internal policies and procedures. Finally, the recipient should check this email and any attachments for the presence of viruses. Sunnova accepts no liability for any damage caused by any virus transmitted by this email.
Thank you for contacting Sunnova’s Issue Resolution Team. We are currently conducting a full review of the customer’s concerns. Please see the details below: · Customer: [redacted] · Sunnova...
Account ID: [redacted] · Sunnova Case Number: Case-[redacted] Issue: · Customer is requesting for Sunnova to remove solar system to have repairs done to roof Sunnova is currently researching this issue; we have reached out to the customer to gather additional details. Our Issue Resolution Team will submit a final resolution 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 researched the customer's concerns and below are our findings:Contract Type: [redacted] this product enables the customer to pay a fixed payment each month, with this product the customer has a guarantee of estimated production each year. In 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 production. This clause in the customer's contract protects them in the event that we do not meet the estimated production in the contract. Some 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, 11/10/2016,11/29/2016 and 12/1/2016. On 11/29/2206 we conducted a bill analysis from the utility bills that the customer sent into us. Our findings indicated an increase in their consumption since going solar. The solar system is built based on certain specifications, one specification is the customer's historical consumption with their utility company. When 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- 20 days cloudy and/or rain, November- 15 days cloudy and/or rain and December 21 days so far. In spite of these conditions we are still committed to the terms of the contract. We recommend that the customer add an additional system in order to offset more of their consumption.
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. Is this their final answer? It appears to be inconclusive and as if they are still working on it. Further, I spoke with one of their reps on the phone today and she assured me she'd get back to me by close of business with a solution, one way or the other. That did not happen. I am not surprised though! Maybe tomorrow? I have her direct number and will call her back, if I don't hear from her first.
Thank you!
[redacted]
Sunnova is still awaiting for the utility company response to approve net metering for new home, usual time frame ranges from 6-8 weeks for utility approval for permission to operate. In regards to compensation the customer will be compensated at end of the 36th month under the Lease Agreement.
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.
They called and I could not answer the phone when they called because I was with a customer. I have called Igancio back at 281-545-0818 and I have left messages asking him to call back. I just called twice today October 05, 2016 at 10:02 am and again at 10:05am again I left a message asking call back.
Regards,
Sunnova has done a thorough investigation in regards to the our customer's complaint. Our legal counsel has advised the customer that the contract is valid after carefully reviewing all details of the account. Sunnova did offer Mr. [redacted] a credit which is not unusual based on the fact in his contract at the 36 month term the customer would be compensated for any production that we did not meet. The credit offered was an early true up based on the timeframe that his system was not performing optimally.In our investigation we considered some of the following facts: The customer has been paying as the terms indicateIn September of 2015 the customer contacted us in regards to a roof leak, which is a major repair. The roof leak was not solar relatedThis system has been in service since 8/12/2015, we did not get any notification from this customer in regards to the validity of the contract until 6/2016The original email address where the contract was signed was [redacted] in our communication with Mr. [redacted] we changed it to [redacted]. on 9/15/2015Lastly, we are eager to address Mr. [redacted]'s concerns in regards to any issues that he may have with the system. Sunnova understands that our customers go solar to save money on their electricity bills and if the customer is not seeing savings we are more than happy to address those concerns. Respectfully,Issue Resolution Team
Issue:
·
Customer is receiving higher than
normal bills.
·
Customer requested to have tech visit
to confirm system performance.
Resolution:
·
Tech visited the home and confirmed system is
working as expected
·
An educational tutorial was provided to the
customer on the visit.
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.
Our
apologies to [redacted] for the lengthy installation experience and improper
garage repairOur installation partner contacted [redacted] today, [redacted], to
update her on final installation steps, and upon completion
she can expect to have an in-service solar system generating powerIf [redacted] has any additional questions, she can contact our customer service team
directly and they will assist her promptly[redacted] or
[redacted]
Hello [redacted] I hope you are well.Please be aware that Sunnova shopped around for the most inexpensive quote for the removal and re-installation of the solar system. We discussed the possibility of doing a prepayment that could be paid for in escrow.We informed you that you could have the homebuyer call Sunnova so that we could educate them on the price of solar. Please allow me to reiterate that Sunnova reaps no profit from the removal and relocation of our system, that is something paid directly the 3rd party. Thank you for your time
Sunnova has contacted Mr. [redacted] with our resolution. We understand that his account is not a new account, but in order to maintain an account with Sunnova security is still needed. We apologize for any miscommunication and that is why we are granting the credit toward the customers account. We would be happy to refund the deposit in full if the customer allows us to run their credit and they meet our credit requirements. There is no further options that we can provide the customer, the resolution is to provide a credit as indicated in our previous response or move forward with a credit check.Thank you again for your patience in this matter. Respectfully,Issue Resolution 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: · Customer: [redacted]· Sunnova Account...
ID: [redacted]· Sunnova Case Number: Case-[redacted] Issue:· Customer is requesting compensation prior to terms indicated under her PPA-EZ 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 (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.
Mr. [redacted] was set up with a site visit for 04/21/2017 to install new module and to make necessary repairs. Sunnova has also provided customer with two months of solar credits for the months of May & June of 2017
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 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 details. A 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- 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. I will not accept this generic response any longer. I will continue to not accept the business' response until I have the final resolution in hand and a clear path forward. What the business has provided thus far is not a resolution to this complaint but rather a continuation of the underlying issue that we have experienced which is prolonged investigation. Please feel free to take the full 10 days allotted to you, Sunnova, to resolve the issue and adequately document the steps you have taken to a) resolve the [redacted] panel performance issue and b) what steps you have or will take to make this financially right to me and my husband.I do not think I am being unreasonable in expecting a concrete response with expected turnaround times and and a detailed explanation of why we got to this point in the first place.
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 will be happy when they have resolved my problem satisfactory, I need more than just a message saying that they are working on my problem... I have heard them say that before and nothing gets done.
Regards,
Customer has been unresponsive to all of Sunnova's attempts to reach him, attempts have been made on the following dates - October 10,13,14. Sunnova will continue to wait for customer's call back to assist with his concerns.
Sent: Friday, September 11, 2015 5:29 PM To: Victoria Wray Subject: Revdex.com Complaint ID#[redacted] Thank you for contacting Sunnova’ s Customer Care Team. We have conducted a full review of the account below: Customer’s Name: [redacted] Sunnova Account ID: [redacted] Case Number: [redacted] Issue: Our customer, [redacted], passed away (along with his spouse); leaving their estate to their daughter [redacted]. Ms. [redacted] believes the solar system is making her parents’ home difficult to sell. As a result, she now wants to cancel Mr. [redacted]’ 25-year agreement and have the system removed. Resolution: Because of the long-term nature of the agreement, Sunnova’s contract specifically states that the contract terms bind the customer’s estate and heirs. The customer’s heirs/executor or probate trustee can exercise any of 3 options: (i) transfer the rights and obligations of the system to the new buyer of the home; (ii) move the system to a new home in the same utility district (customer pays costs to move the system); or (iii) prepay the system and let the new owner assume only the nonpayment portions of the contract. Failure of the heir/executor/trustee to select one of the 3 choices above will mean the account is in default. In the interest of reaching an amicable resolution with Ms. [redacted], Sunnova offers the following options: The estate may pay off the term of the contract Transfer the system to the new home buyers System removal and move to another property, which does incur fees. Sunnova has offered to work directly with the potential home buyers in order to educate them on the benefits of the solar system; or to have Ms. [redacted] take over the monthly payments and continue enjoying the benefits of solar. Lastly we offered the option of system removal and re-install at a different property; with this option, there will be fees associated with the removal and re-install process we will call the customer with the cost associated with this option. Ms. [redacted] has indicated her preference is to have the system removed and the 25-year contract between Mr. [redacted] and Sunnova cancelled; but there are no legal or factual grounds of which Sunnova is aware to justify doing so. 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. Toni T[redacted] Customer Care Supervisor I Sunnova Fax: [redacted] This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error, please notify the Sunnova system manager at [redacted]. Please note that the views or opinions presented in this email are solely those of the author and do not necessarily represent those of the Sunnova. Further, no employee or agent is authorized to enter into a binding agreement on behalf of Sunnova via email unless such agreement has been properly approved according to Sunnova’s internal policies and procedures. Finally, the recipient should check this email and any attachments for the presence of viruses. Sunnova accepts no liability for any damage caused by any virus transmitted by this email.
Thank you for contacting Sunnova’s Issue Resolution Team. We are currently conducting a full review of the customer’s concerns. Please see the details below: · Customer: [redacted] · Sunnova...
Account ID: [redacted] · Sunnova Case Number: Case-[redacted] Issue: · Customer is requesting for Sunnova to remove solar system to have repairs done to roof Sunnova is currently researching this issue; we have reached out to the customer to gather additional details. Our Issue Resolution Team will submit a final resolution 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 researched the customer's concerns and below are our findings:Contract Type: [redacted] this product enables the customer to pay a fixed payment each month, with this product the customer has a guarantee of estimated production each year. In 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 production. This clause in the customer's contract protects them in the event that we do not meet the estimated production in the contract. Some 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, 11/10/2016,11/29/2016 and 12/1/2016. On 11/29/2206 we conducted a bill analysis from the utility bills that the customer sent into us. Our findings indicated an increase in their consumption since going solar. The solar system is built based on certain specifications, one specification is the customer's historical consumption with their utility company. When 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- 20 days cloudy and/or rain, November- 15 days cloudy and/or rain and December 21 days so far. In spite of these conditions we are still committed to the terms of the contract. We recommend that the customer add an additional system in order to offset more of their consumption.
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. Is this their final answer? It appears to be inconclusive and as if they are still working on it. Further, I spoke with one of their reps on the phone today and she assured me she'd get back to me by close of business with a solution, one way or the other. That did not happen. I am not surprised though! Maybe tomorrow? I have her direct number and will call her back, if I don't hear from her first.
Thank you!
[redacted]
Sunnova is still awaiting for the utility company response to approve net metering for new home, usual time frame ranges from 6-8 weeks for utility approval for permission to operate. In regards to compensation the customer will be compensated at end of the 36th month under the Lease Agreement.
Sunnova has completed the removal of the solar system along with releasing the UCC filing which will allow customer to complete sale of the home.
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.
They called and I could not answer the phone when they called because I was with a customer. I have called Igancio back at 281-545-0818 and I have left messages asking him to call back. I just called twice today October 05, 2016 at 10:02 am and again at 10:05am again I left a message asking call back.
Regards,
Sunnova has removed and reinstalled solar system as requested by customer. Sunnova finds the customers concerns as complete.
Sunnova has done a thorough investigation in regards to the our customer's complaint. Our legal counsel has advised the customer that the contract is valid after carefully reviewing all details of the account. Sunnova did offer Mr. [redacted] a credit which is not unusual based on the fact in his contract at the 36 month term the customer would be compensated for any production that we did not meet. The credit offered was an early true up based on the timeframe that his system was not performing optimally.In our investigation we considered some of the following facts: The customer has been paying as the terms indicateIn September of 2015 the customer contacted us in regards to a roof leak, which is a major repair. The roof leak was not solar relatedThis system has been in service since 8/12/2015, we did not get any notification from this customer in regards to the validity of the contract until 6/2016The original email address where the contract was signed was [redacted] in our communication with Mr. [redacted] we changed it to [redacted]. on 9/15/2015Lastly, we are eager to address Mr. [redacted]'s concerns in regards to any issues that he may have with the system. Sunnova understands that our customers go solar to save money on their electricity bills and if the customer is not seeing savings we are more than happy to address those concerns. Respectfully,Issue Resolution Team
Customer has been provided buyout amount and has accepted, pending payment to be submitted
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] / [redacted]
·
Sunnova Account ID: [redacted]
·
Sunnova Case Number: [redacted]
Issue:
·
Customer is receiving higher than
normal bills.
·
Customer requested to have tech visit
to confirm system performance.
Resolution:
·
Tech visited the home and confirmed system is
working as expected
·
An educational tutorial was provided to the
customer on the visit.
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.