Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We were referred to Sunnova by a friend in 2020, and a representative named Alex came by the house a few days later. We spoke to him about our roof being old, and it would need to be changed in a few years because it was about 15 years old. Alex then told us “It was fine because they will do repairs to help improve the roof and the solar panels will make the roof stronger. Also, we should call them, and they will come and remove the panels for free so we can replace the roof since it is old”. We contacted Sunnova in October 2024 about needing the solar panels removed because the roof was leaking. We had hired multiple contractors to patch the roof within the past 2 years because of water leaks and damage to the interior of the house, but that didn’t solve the problem. We were told the roof needs to be completely replaced. Sunnova refused to remove the panels, wanting us to pay almost $7000 to remove them after the representative that came to the house told us it would be free.

  Business response

  12/20/2024

  Sunnova appreciates you bringing your concerns to our attention. Our records indicate that a roof issue case has been created for our internal team to investigate your concerns. To expedite this process, we kindly ask that you provide clear images of the leak in question. Once the images are received and the review is completed, your case handler will reach out to discuss the next feasible steps to address the roof leak.

  Customer response

  01/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  I have submitted all older and newer photos of the leak. I am still waiting for sunnova to complete there review, i received a email from a Sunnova representative saying that “the images have been forwarded to the appropriate department, and they have already reached out to that department to obtain an update.”
  
   
  

  Business response

  01/13/2025

  Our records show that following the recent service appointment, it was determined that the roof leak is not related to the solar installation. The majority of the leaks are located on the first floor at the front of the house, where no solar panels are installed. To trace the source of the leak, a water test would require creating an access point, as no ceiling stains are present. However, the customer declined to proceed with the water test. If the customer is interested in a temporary system removal, we can provide a quote for the service. Your case handler will follow up to confirm if you have any additional questions or require further assistance.

  Customer response

  01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Sunnova offer doesn’t address my issue. I said this multiple time before i got the system “my roof is old and it will need to be replaced”. I was told they would remove it for free once i needed to fix the roof because of the age of my roof. They are giving me a quote for over $6800 just to remove the panels, that is half the cost of a new roof. I would have never agreed to getting solar if they were honest upfront with having to pay to remove them, it would have made no sense on my part knowing that the roof was very old. If i have to pay to get them removed, i do not want them to be reinstalled because they have been nothing but dishonest and i don’t want to deal with the issue again.
  I have ask the person who referred me and a few other people in the area that have panels from them and they all say the same thing “ Sunnova sales representative told them the same thing about them removing the panels in case of any issues with the roof”. They never mentioned anything about the panels causing the problem for them to do anything. I have got the front of the roof fix by a licensed contractor and still have the same issue, and after further inspection they said my entire roof needs to be replaced.]
  
  Regards,
  
  
   
  

  Business response

  01/21/2025

  Our records show that a roof inspection was completed, and it was determined that the leak is not related to the solar system.
  If you believe the system should be removed temporarily at no cost because you were informed, please provide documentation supporting this claim.

  For reference, page 28 under the "Roof Warranty" section states:
  "Many roofs may need to be repaired or replaced during the term of a solar PPA in a manner that requires the solar system to be removed. If the system must be removed, there WILL be a fee."

  Customer response

  02/04/2025

  Better Business Bureau:
  
  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.  
  
  [The information about the removal of the roof was mentioned to us by the sale representative when he came to the house. It’s misleading to have sales representatives mention these things, knowing that it’s actually not in the contract and, knowing Majority of people do not review these contracts after the representative talk about what’s in it. I will be willing to pay to remove it, but if that happens i don’t want it back on my roof again because we have been misled from the beginning.]
  Regards,
  
  
   
  

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I financed a Sunnova Solar System in 2015 for $40,000. I was guaranteed a certain amount of kilowatt hours each year. My system has been offline since January 2022. I have called several times and can get no one to help me. Every time, they tell me they are starting a case or escalating it to another department. They never call me back and no one has even been out to assess why my panels are not producing. I have a true up coming in February that will be over $10,000. They simply apologize for the convenience and tell me to monitor my system in their app. My system isn't communicating with their system. It has to do with some part that is on back order...for over 2 years! I can't get them to understand that I just want these panels to work so I don't have to declare bankruptcy just to pay off my true up.

  Business response

  10/31/2024

  Sunnova apologizes for the delay in resolving the system issues and any inconvenience this may have caused. Our records indicate that a service appointment has been scheduled for work order ***************** on November 1, 2024, from 11:00 AM to 2:00 PM. We offered to suspend billing, but the customer opted not to do so.
  
  Regarding compensation for true-up bills, Sunnova does not provide compensation; however, we will prioritize resolving the system issues and confirming the resolution before considering any potential compensation. After the service appointment, your case owner will follow up to see if you have any further questions.

  Customer response

  11/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently bought a house with solar panels installed by Sunnova. These panels were paid in full at the time of closing by seller. After seller sold the house to me, he was admitted to a hospital ICU. Sunnova is refusing to establish service in my house because the seller is not able to electronically sign a transfer agreement. I have called customer service multiple times and provided all the other document that prove that the house is mine (deed) and that the solar system was paid in full (final settlement). This is not a fair and responsible way to conduct business. I’m hoping that the BBB can investigate and get this company to cooperate and do the right thing.

  Business response

  10/19/2024

  Our records indicate that the home transfer was completed on 10/15/2024. Your case handler sent an email on the same day confirming that the account status was updated to 'pre-paid', and will follow up to see if there are any additional questions.

• Initial Complaint

  09/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have 20 lease panels with Sunnova solar and they are not living up to their lease agreement. they are to come out and fix the panels and to this date nothing has happened with sunnova solar I have been calling them and asking for work orders and i get the run around with them. The customer service people can not do anything and when i try for a supervisor they give me a hard time. I have been paying for a lease that is not working It is in my contract that they are to fix the lease panels and they are refuseing to fix them or come out I called on 09/28/24 and told them why should i be paying for a lease if it is not working I WANT THERE SYSTEM OFF OF MY ROOF THEY BROKE OUR LEASE AGREEMENT WE DONT WANT THERE SYSTEM ANYMORE OR THERE BUSSINES

  Business response

  10/11/2024

  Sunnova apologizes for the delay in addressing your concerns. The case handler is working with the appropriate department, and a 72-hour review is currently underway following an internal update of the system equipment. Once the review is complete and an update is available, your case handler will follow up with the necessary feedback.

  Customer response

  10/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution satisfactory to me.  It took them 7 months to fix the problem 

  and i had to pay on my lease for 7 months and trying to get some one out here. WOULD NOT DO SUNNOVA IF I HAD TO BUY A SOLAR PANELS AGAIN. 
  
  
  
   

  
  

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2022 we purchased a ***** battery from Sunnova, during the install the technician worked with the inverter that was warrantied by ****** without authorization from ****** which voided our warranty. Sunnova used Infinity to install the battery without us knowing they used a second party. Sunnova agreed to fulfill the warranty and agreement was accepted by Kosmos. The inverter is not working and Sunnova refuses to uphold their agreement whereby we need relief. We’ve been without solar since early August now paying for solar panels and battery plus a large electric bill.

  Business response

  09/23/2024

  Sunnova apologizes for the ongoing issues you’ve experienced. After completing a thorough review, we’ve confirmed that the customer has a contract with Sunnova solely for the battery. The customer has been previously informed that the solar system itself is not under Sunnova's contract. Once the customer repairs their solar system, if there are still issues with the battery, a new work order can be created. An assigned agent will contact the customer and follow up on any further questions or concerns they may have.

  Customer response

  10/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  

  Today October 12, 2024 the inverter was replaced by Sunnova. The inverter warranty was with Solar Edge and the replaced the inverter and Sunnova agreed to have their technician replace the inverter. 

   

  Thank you BBB for every thing you do for consumers. 

  
   
  

• Initial Complaint

  09/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a contract with sunnova that they will provide credits once a year depending on my system production they acknowledge that I was not paid and this her will be paid in October but has been 9 months since I opened the claim and they will not give me a date that they will pay last years credit again they admitted to owing the money but have taken 9 months and done nothing I do have the claim number if needed I have called them 5 times to try and resolve

• Initial Complaint

  08/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Sunnova energy company repaired our solar system and a squirrel guard is needed to prevent the damage again, ever since the repair is done, we have been calling Sunnova energy for a month trying to get a quote for installing the squirrel guard, over 10 phone calls were made and they still do not have a quote for us. As such, the solar system we have just repaired may get damaged again. Due to the damage, we had no power generated from the solar panel for several months. We request BBB to ask Sunnova energy to provide the quote asap to us and also refund our electricity bills due to the failure of the solar system. The lack of communication and refuse to send a quote to us for the installation of a squirrel guard is simply not acceptable. Terrible customer service.

  Business response

  08/17/2024

  Sunnova apologizes for any issues this may have caused. Your case handler has confirmed your service appointment for 8/19/2024, from 1:00 pm - 4:00 pm. Once the critter guard installation is complete, we will continue to follow up and verify if you have any concerns remaining.

  Customer response

  09/18/2024

  Better Business Bureau:
  

  I would like to inform you that the case: ******** is closed. I had received the refund check.

  
  
  
  
   
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  SINCE 1/12/24 I HAVE CONTACTED SUNNOVA REGARDING *********** TO LET THEM KNOW THAT I WAS NOT ABLE TO LOG IN AND SCHEDULE AN APPT TO HAVE PANELS REMOVED SO THAT I CAN GET MY ROOF FIXED. EACH AGENT HAS NO ONE TO ESCALATE ME TO JUST CONTINUED ADVISE OF PASSING A MESSAGE TO SOMEONE ELSE. MY ROOF IS NOW MORE DAMAGED DUE TO IT NOT BEING ADDRESS TIMELY AND THE PANELS ARE CAUSING THE DAMAGE PER MY HOMEOWNERS INSURANCE COMPANY. AT THIS POINT I WANT THEM REMOVED AT THE COMPANIES EXPENSE FROM MY HOME AS THIS IS NOW THE SECOND TIME THIS HAS HAPPENED. THERE IS NO REASON I SHOULD HAVE TO CONTINUE TO HAVE TO DO THIS EVERY STORM/WIND OR RAIN AND DAMAGES TO MY PROPERTY NOT BEING ADDRESS TIMELY WHICH CAUSE ME MORE MONEY.

  Business response

  02/02/2024

  Sunnova has provided a quote for 44 panels, however, the customer has requested a quote for a temporary system removal for partial. We will work on obtaining the data for the customer. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm a victim of deceptive sales by Sunnova. The sales representative assured that my system would qualify for a $2000 visa rewards card promotion to complete the sale and was made to sign the deal. During the process i asked for a written confirmation the my system would be eligible for the promotion, the manager of the sales team assured in the email that i would be eligible for all the marketing promotions but didn't clearly state that my system would be eligible. Now after installation the sunnova team says that my system is not eligible for the promotion as it didn't have the components that needed to be there for the promotion. They have deceived , cheated and forced me into signing the deal saying that i would be eligible for the promotion.

  Business response

  02/02/2024

  Sunnova is working to provide the customer with an amicable solution. The case owner will be in communication to provide the update as soon as possible. 

  Customer response

  02/06/2024

  Better Business Bureau:
  
  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.  Added text messages from sales representative also.
  
  A person has reached out and informed me that this would be resolved in 24 hours. And it's 2 weeks till now and there has been no resolution.
  
  Regards,
  ********
  
   
  

  Customer response

  02/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Sunnova has made false promises during the sales process to make them look like they are the cheaper with the gift card promotion. Gift card was one of the key drivers in signing up with Sunnova when i have lower quotes from other companies. This is deceptive sales practices by Sunnova, I would like some kind of compensation in lieu of the $2000 gift card promotion that was promised.
  
  Regards,
  ********
  
   
  

  Customer response

  03/08/2024

  Better Business Bureau:
  
  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 is deceptive sales from Sunnova. They deceived me that my system would be eligible for a promotion and come the time now they are saying that it's not eligible. I would like other customers know that this company doesn't have ethics in sales and would make false promises that can't be fulfilled unless they provide me some compensation.
  
  Regards,
  ********
  
   
  

  Business response

  03/20/2024

  Sunnova apologizes for any inconvenience this situation has caused. However, the review was submitted and confirmed that the system did not qualify for the reward card.  

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When purchasing our house 3 years ago, we assumed a monthly bill with Sunnova Energy to pay off the solar panels the previous owners installed onto the roof. The contract requires Sunnova to maintain the panels and the solar system we are paying for. Unfortunately the system has not been working since May or 2023 due to a defective part. We have called dozens of times seeking a scheduled repair, as due the contract we must continue to pay for the solar panels as well as pay out of pocket now for energy from our local service provider, straining our budget. We still have no scheduled repair and are now in a situation where we are selling the house. In order to sell the property we must have the new owners sign a new contract with Sunnova, which will prove impossible without a working system. Therefore Sunnova is now causing massive financial hardship due to their lack of activity and service on their system.

  Business response

  01/17/2024

  Sunnova completed the tech visit on **** ***** *********** The tech was able to replace ******************* **** ******************* and Installed cell kit b for the new inverter style. ***** **************** The solar system was left producing and communicating. 

  Customer response

  01/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  
  
  
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩