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          Business Profile

          Solar Energy Design

          Sunnova Energy International Inc.

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Solar Energy Design.

          Complaints

          Current Alerts For This Business

          Pattern of Complaint:

          Since 2022 to date, The BBB of Greater Houston & South Texas received numerous complaints and customer reviews for Sunnova Energy Corporation exhibiting patterns of complaints and customer reviews. A review of the pattern in 2023 into 2024 was completed which revealed the following patterns:

          Customer's complaints and customer reviews alleged deceptive sales practices, poor customer service and they further report installation and repair technicians do not arrive as scheduled. Customer complaints also alleged delays in diagnosing and repairing under-producing panels or panels that are not operational at all. Some consumer filed complaints stating the company will not schedule panels to be removed for roof replacement even after paying upfront for the service. The BBB has also received complaints alleging the company has failed to transfer lease agreements from the seller of homes to the new purchasers.

          The Company has provided the following response to the pattern language.

          We recognize that along any journey, challenges can arise, and we want to assure you that we are committed to refining and elevating every interaction you have with us. Our dedication to transforming negative experiences into positive ones remains steadfast, and enhancing your experience to provide you peace of mind is at the core of our efforts.

          With this in mind, below are tangible steps our team is taking to address the concerns that have been raised and to provide you with a more exceptional experience:

          Comprehensive Review: We are currently in the process of conducting a comprehensive review of the entire customer journey, spanning from the initial consultation through installation and ongoing support. This evaluation will enable us to pinpoint areas that demand improvement and fine-tuning.

          Investments in Call Centers: We have made strategic investments in customer call centers located in Houston and Puerto Rico. This strategic move enables us to promptly address any issues you might encounter, ensuring a more positive and seamless experience. We are continuously investing in enhancing our customer support mechanisms, making notable progress in providing more accessible and responsive interactions with our specialists.

          Operations and Maintenance Improvement: As a cornerstone of our center-led service network, our Global Control Center works to ensure high system uptime through effective performance monitoring, deficiency detection, and swift issue resolution. Through vigilant monitoring and meticulous quality control, we oversee every step of your journey with us, aiming to provide a positive and hassle-free experience.

          Supply Chain Processes: We are committed to optimizing our supply chain processes. We are establishing warehouses across the country to better equip our service technicians with the tools they need and to ensure sufficient supplies are available for routine maintenance and well in advance of weather-related events.

          Each interaction represents an opportunity for refinement and improvement as we collectively contribute to the sustainable future, we all aspire to create.

           

          Need to file a complaint?

          BBB is here to help. We'll guide you through the process.

          File a Complaint

          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            01/04/2024

            Complaint Type:
            Customer Service Issues
            Status:
            Resolved
            I am currently in escrow on a home with leased solar panels from Sunnova. Both me and the seller submitted documents for the solar transfer on December 18th, 2023. The single document missing to complete the sale of this home is the *** *********** from the solar company. All they need to do is file online with the Secretary of State’s office and the document will be generated within 24 hours (this timeline was provided by the Sec of State’s office). It is now January 4th, 2024. My rate is set to expire tomorrow. My options are to pay hundreds of dollars to extend the rate or risk losing this home. I have called Sunnova at least 5 times, spoken to a manager, explained the urgency of the situation. I have also emailed multiple times. No one has been able to assist me or provide me with concrete answers. They said the *** *********** is handled by an internal department, with no direct phone number, and with whom they can only send messages to. They said the turnaround time to process solar transfers is 3-5 business days. It has been far more than 5 business days since December 18th. I am at my wit’s end on what to do next. If I am forced to pay to extend my escrow, Sunnova should cover this cost as it is the direct result of their incompetence.

            Business response

            01/15/2024

            Sunnova has completed the Transfer, we are just waiting for confirmation from the customer confirming if any additional assistance is needed. 

            Customer response

            01/24/2024

            [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 was not satisfactory as I paid several hundred dollars because they produced the document too late. Nonetheless, I am emotionally exhausted from dealing with this company and no longer wish to pursue this matter. Shame on them. 



             

          • Initial Complaint

            01/04/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Resolved
            I purchased a ******* ***** ****** **** ******** ***. about 1.5 year ago and financed the loan through Sunnova which was also supposed to be the company responsible for the system warranty. Over the past year, my solar system has had multiple issues which Sunnova has not fixed after multiple attempts. I have had to call Windmar, who were the installers, and they gracefully repaired the issues for me. Once again, my solay system has been down for almost 3 months and Sunnova has not come out to fix the problem. At the same time, I have to continue paying for a loan on a faulty product.

            Business response

            01/15/2024

            Sunnova has scheduled the open **** ***** ********** for 1/29/2024, 10:00 AM - 1:00 PM. The customer has been provided with the details. 

            Customer response

            01/25/2024

            [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.  



             

          • Initial Complaint

            01/02/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            I have paid Sunnova to remove a solar panel from my roof in order to fix a large hole in my roof, the hole cannot be repaired or patched with the solar panel in place. I have expressed the urgency of this issue to Sunnova through both phone calls and social media. Every time it rains it leaks into my home causing even more damage. All I have gotten from Sunnova are weekly phone calls asking for my availability, but no actual appointment has been made.

            Business response

            01/11/2024

            Sunnova has completed the service visit on **** ***** *********** The tech was able to replace the inverter ********* * ** **** * *** ************ The tech was also able to remove one panel so the customer could complete repairs to the roof. We will wait for the repairs to be completed to re-install the solar panel. 

          • Initial Complaint

            01/01/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            I have Sunnova solar panel which was installed by ********* (which was later bought out by Sunnova). I have 4 broken solar panels which I was requesting to be replaced by Sunnova, the first email was sent on 11/26/2021 by the name of representative of Clarita from Sunnova. I also requested ****** ***** to help me and spoke with Randy ******* **** ****** **** * ******************** who filed a complaint to ****** to get my four broken panel fixed. I followed up again in March 2022, since I did not get any resolutions. Per Sunnova they will take a look at it, but never did anything in 2022 due to lack of manpower during COVID time. I understood, but going to 2023, there were no resolutions again. So, I contacted Sunnova aggressively because my solar production did not even cover my energy needs due to the 4 broken panels. I even bought the second system from Sunnova because I trusted them to take care of me. Instead of taking care of me, they sent me multiple emails harassing me saying that the panel was not covered, etc. I have the email trails from them. What's worst, they bombarded me with sales calls while they did not even provide any service to my broken panel. This time they assigned Priscilla ********* to help me, but it's been one full month and nothing has been done. ** ****** *** ***********

            Business response

            01/11/2024

            Sunnova is working on the open **** ***** ********** to obtain the 4 damaged solar panels. Sunnova has stopped the payments on the account and will not resume until the solar panels have been replaced. 

          • Initial Complaint

            12/31/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Resolved
            Opened **** ******** in October to have Sunnova create a work order to move a junction box to a place where I originally agreed on. The box is installed on a stud with wires running over studs and presents an issue to enclose the wall. I agreed to have the box placed between the studs and it was installed on the stud rather between the studs as I was promised. I have followed up and have been told the case is still open. How long can t possibly take to create a work order. I am hopeful that I do not have other issues with this non responsive company down the line.

            Business response

            01/10/2024

            Sunnova has scheduled the open **** ***** ********** for 1/12/2024, 7:00 AM - 10:00 AM. The case owner for ************* will be in communication if any changes are needed. 

            Customer response

            01/12/2024

            [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.  

            The crew they sent were very professional and did a very good job.  The relocation was performed in accordance to local codes and the installers sere very neat and cleaned up afterwards.

            The shame is it took this long to realize that this was something that should have been addressed months ago.



             


          • Initial Complaint

            12/28/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Resolved
            This company targeted Sr citizens over a specific age as they stated. I'm a single Sr citizen on SS with a mortgage, and the sales rep knew all of this. Didn't stop him from pushing me to sign. It's free to me and will lower my utilities and increase the value of my home and is transferable, blah, blah, blah. At no time did he mention I only had 7 days to cancel. 7 days !! He did say it would take about 3 weeks for me to get an email to sign to get the ball rolling and set the date to get the panels installed. I said that would be perfect cause I would be back from vacation by then. This was at the end of Aug 2023. I would ask about the email. He said not to be so impatient. These things take time. Started making me feel like a nagging old woman, so I stopped asking. Here we are 4 months later. I'm only hearing from them because I've told them I want to cancel due to the fact I've lost faith in them. I'm no longer interested. A couple weeks or so later I think I get an email telling me I can't because my 7 day window expired months ago ! What ?? I knew nothing of this and asked questions. They would tell me to ask if I had questions. Then when I do, they pass me off and told me to talk to my sales rep. He also doesn't respond to my messages. Unless the company says something to him, then he's my best friend !! Now they're threatening to make me pay cancelation fees. First of all I can't afford that . They didn't hold up their end of this deal. I never signed the final contract cause it took 4 months instead of 3 weeks and I didn't know what was going on due to no communication. I just want this to stop and to be left alone. I don't want their solar panels or their shady business practices. Can you please help ??

            Business response

            01/08/2024

            Sunnova has honored the customer's request and canceled the project. The customer has been informed and provided an email confirmation. 

            Customer response

            01/10/2024

            [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.  



             

          • Initial Complaint

            12/26/2023

            Complaint Type:
            Billing Issues
            Status:
            Answered
            Sunnova installed solar panels in my house in June 2023 and the system started working in November 2023 in the process of fixing the system I was told that I have to start paying once the system was working, now they want me to pay from June to November, since they installed the solar system it’s been a nightmare and the system isn’t even producing what I was told, they are telling me that nobody can’t help me and if I do not pay $1561.96 they will send me to collection and they even tell me that my credit will be affected if I do not pay it. They have been calling me and being rude.

            Business response

            01/05/2024

            Sunnova is reviewing the account for compensation and will be providing the details to the customer once completed. A case owner has been assigned to the open Case-******** and will be in communication. 

          • Initial Complaint

            12/26/2023

            Complaint Type:
            Order Issues
            Status:
            Answered
            I singed on with Sunnova for their solar power service in April 2022 and the system was installed appropriately 2-3 months later. It has never worked right and I was being double billed by them and **** Energy. Several panels were not working and Sunnova had to send a technician to repair them. It took them over a month to send one out, meanwhile I was still paying double. I made multiple contacts via calls and chat to get try and get a refund of what I paid to ****. Representatives told me I'd get a refund after repairs were completed. So I waited and after they "fixed" the issue, I contacted Sunnova I was now advised that I was not entitled to a refund. Meanwhile, 2nd bill after repairs I get another high bill from ****, meaning my Sunnova system still isn't producing. They are stringing me along and telling me that they don't cover any double billing. In addition, instal crew cracked my skylight and still to this day have not replaced it. The sales man was supposed to do it but he also hasn't been reliable. In fact he has told me multiple lies to make sure he got commission off me. According to him skylights have been on backorder for 6 months now, meanwhile the crack is spreading. I am a disabled veteran and I cannot afford to pay 2 electric bills. This company scams vulnerable people.

            Business response

            01/05/2024

            Sunnova has scheduled the Work Order ********** for today 1/05/2024, 7:00 AM - 10:00 AM. We will communicate the findings once the visit has been completed. 

          • Initial Complaint

            12/26/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            My system was not working properly. I asked them to send someone out due to my **** bill being 3 times the cost, they said they were waiting for their team to set up an appointment. I called over 5 times still no appointment. A month went by and I stopped paying as they would not sending anyone out to check the solar system. 2 months went by they turned off my system for non payment. I paid the $128 to reconnect my service and now have waited 2 months and they have not come to reconnect my system.. I have called every week and sent several emails and I get the run around when I call asking for a supervisor and no response via email. It is currently Dec 26 they have not sent me an email or given me a phone call to say they are coming out to turned my service on. My account is current but no service. Please assist me as it has been months since my service has been off and again I have been current in my payments. I am sure I still need my system throughly checked as the amount of my **** bills has been the same amount for months without the solar credit ( when it was allegedly on during their service)therefore I know the system is flawed and still under the warranty. I am getting no communication from them unless I call and again get the run around no schedule appointment for months. I pay them $62.00 monthly and was told I get no credit. This system was placed on the house in conjunction of ******

            Business response

            01/04/2024

            Sunnova has completed the tech visit on Work Order **********. The tech was able to leave the solar system running and producing as it should. We will now submit the account for a review of compensation, the case owner will be in communication with Ms. *******.  

          • Initial Complaint

            12/22/2023

            Complaint Type:
            Customer Service Issues
            Status:
            Answered
            I was assured that the installation of the solar system would greatly reduce my energy costs. I was told an energy audit was conducted, and the system installed would "virtually eliminate " my electric bill except for fees. My bill is currently 20% lover than it was, but thats it.

            Business response

            01/02/2024

            Sunnova has changed the configuration of the meter to monitor the consumption of solar production. We will continue to address the concerns to make sure Mr. ******* is satisfied with the work and solar system. 

          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. ↩

          BBB Rating & Accreditation

          C+

          This business is not BBB Accredited

          Search for Accredited
          Businesses in this category

          Years in Business: 12

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          20 Greenway Plz Ste 540

          Houston, TX 77046-2015

          Visit Website
          (866) 786-6682

          Business hours

          6:00 AM - 12:00 AM
          Business Hours
          6:00 AM - 12:00 AM
          6:00 AM - 12:00 AM
          6:00 AM - 12:00 AM
          6:00 AM - 12:00 AM
          6:00 AM - 12:00 AM
          7:00 AM - 9:00 PM
          12:00 PM - 12:00 AM

          Customer Complaints Summary

          1,630 total complaints in the last 3 years.

          617 complaints closed in the last 12 months.

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