Sunnova Reviews
6.2
Overall Score
Alan love Bear, DE
The panels have not functioned properly since mid-may. After calling every two weeks for 3 months and hearing the same empty promise I was finally informed that as well as a case number a work order had been created. about 3 weeks ago I was told that the job had been assigned and I would hear from them within a week. No word yet, and for the best part of 5 months the panels have produced 0 electricity. Of course, I am still making the lease payments.
5 years ago
Reply from Sunnova
Hello Alan, thank you for speaking with me earlier today. We look forward to helping you resolve this issue. Thank you. ^TR
Nov. 12th, 2020
Robert Steim Henderson, NV
Working on selling a home with Sunnova contract in place on the property. Followed directions to transfer b/c solar contract must transfer to new owner in order to complete the sale of the property.
Process says generating transfer paperwork may take UP TO 5 Business. We are now on business day #7 and calendar day #11 and after multiple phone calls over the past couple of days... all they can say is that they do not know what the hold up is and that it is being escalated to a supervisor. More than 24 hours ago... I was told it would be addressed quickly.... today on the phone... I get the exact same explanation with zero result and that it may take another 24 hours to 48 hours.
I asked to speak with a supervisor as obviously making a note in the computer isn't getting their attention... but somehow a supervisor to actually speak with does not exist and there is nothing more that can be done. So here I wait for a return call.... with not choice but to write a 1 star review while i wait.
I would definitely think twice before entering into any sort of solar agreement with a company and tying it to your most valuable asset (Your Home) so that they can ultimately hold you hostage when it comes time to sell the home and potentially sabotage your ability to sell your property... b/c you have to wait for Sunnova to prepare paperwork and approve the transaction and they do not seem to care at all. This is now officially going to be costing people real money b/c of the delays.
5 years ago
Reply from Sunnova
Hello Robert S, thanks for bringing this to our attention. Will you please send us a private email with your system ID and a phone number where we can reach you to resolutions@sunnova.com? Someone will reach out soon. Thank you ^TR
Nov. 12th, 2020
John Garcia Albuquerque, NM
I have been trying to get Sunnova to send release paperwork for several weeks. My house is sold and waiting for documents from Sunnova in order to close. I have done everything that Sunnova asked of me. Yet, they are still holding up the sale of my home. I have called several times daily for the last month. I have received assurances that I would receive the release. When it doesn't come I call back and the customer service people start the process all over. I have spoken multiple times to supervisors. I have signed the final documents they sent. Yet, I still have not received release documents. This company has been an absolute nightmare to work with!
5 years ago
Reply from Sunnova
Hello John, we see that we were able to assist you with releasing the UCC to allow you to move forward with the sale of your home and will be working on the relocating the system to your new property. We again apologize for the delay and will continue to to resolve this issue. Thank you. ^JD
Nov. 10th, 2020
Keith Anderson Henderson, NV
I'm stuck in a 25-year lease. Somehow the salesman lost over all the details of our lease agreement and I didn't read all of the details he showed us charts on how we would save more money with our solar compared to the electric bill but our solar per kilowatt price is gone up each year so I'm paying $0.04 a kilowatt more than my regular electric so my solar panels are actually costing me more money than my regular electric bill was I'm not saving any money and now I'm stuck for another 20 years do not use these guys.
UPDATE: Nov. 16
Rep from Sunnova saw my review. Asked for my phone number so he could look into my problem. I posted a phone number but never heard back from him.
Still a bad company to do business with.
Keith
6 years ago Edited September 14, 2021
Reply from Sunnova
Hello Keith, thanks for bringing this to our attention. Can you please send us a private message with your system ID and a phone number where we can reach you? We'll look into this issue right away. Thank you, ^ JD
Oct. 15th, 2020
Mina Trevis San Fernando, CA
I have had horrible experiences with Sunnova. Initially it took more than 6 months from when I signed the contract to be installed. Even worse we were victims of a wildfire that destroyed our house. The house was red-tagged and structurally unsound. Violating the contract that have insisited I pay the fee although I have not been able to use the house nor the panels since October 7, 2019. Then they came and removed the panels on a house in which the roof was caving in, even though I distinctly told them they could evaluate panels but the house was not structurally sound per the L.A. Fire Department notification on the door to get on the house. This is called trespassing- then they left all kinds of trash from their system on my property that I had to pay to have removed. Furthermore everytime I call them they act as if the the fire is "news to them and new". I have been contacting them for a quote of what it will cost to replace panels and reinstall when construction is complete. Not getting return phone calls or assistance. Currently I am on a call with them and in the 35 minutes of this call (still going), I have been on hold 30 minutes just to find that they can't answer me so far. They did not even tell me they removed the panels nor the damage to the panels, in addition they caused damaged to the meter etc when removing them. I am very very dissatisfied with Sunnova.
6 years ago
Reply from Sunnova
Hello Mrs. Trevis, thanks for bringing this to our attention. One of our agents will reach out to you shortly to help get this issue resolved. Thank you. ^JD
Oct. 12th, 2020
Andy Tydeman Neptune City, NJ
Panels installed in NJ by Trinity solar and that was reasonably smooth, once they are done, you are in the hands of Sunnova for the next 25 years. The system operated well from September 2019, until June 202 and then the inverter failed, so the system was no longer producing power. Sunnova's customer portal does not show the probem and still shows that the system is generating power, but if you monitor your utility meter and the App that works with the inverter, you can see that it has failed. After many calls to Sunnova, they eventually sent Trinity to replce the inverter, which took six week of peak solar production time. With the inverter replaced, the system is not producing power, but Sunnova's customer portal is not reflecting the correct production, it actually shows exactly the same amount every day - this is pretty much impossible for a solar system. Again, the consumer has to monitor and recod the inverters actual output via the mySolaredge app and make sure that you capture and record the monthly production at the end of every month. Multiple calls to Sunnova seem to get nowehere. The customer service rep says they see the problem and will address it, but they never do. Sunnova has no incentive and they obviously don't care about the system working or their customers because they are still getting their monthly payment, no matter what. I will bring this up to the BBB, NJ Dept of Consumer Affairs, and every possible route. Just look around the web for reviews and so many people are complaining about Sunnova and their complete last of customer care, yet they are still able to operate. Avoid them at all costs, just walk away.
6 years ago
Reply from Sunnova
Hello Andy Tydeman, thanks for bringing this to our attention. One of our agents will contact you soon to help get this issue resolved. ^TR
Sep. 29th, 2020
mike ternowchek Coventry, CT
The call I made to Sunnova was great the person who I talked with walked me true all the information to set me up. I hope all my contact with Sunnova will be like this.
6 years ago
Reply from Sunnova
Good morning Mike, Thank you for your positive feedback and welcome to the Sunnova family!. ^MP
Sep. 2nd, 2020
djg Randolph, MA
Service is terrible System was down all of June and July .Now system not at full operation, they set up service call for end of August. Last time it took 2 weeks for parts ,and they did not get it right , now looking at sometime in Sept. to maybe have a working system. But they still took their payments. So I had to pay them as well as the electric co. So extra cost to me of at lest $700. may be time to see a lawyer. Update; system working some, still not at level it was rep who was gong to make everything right has not been in contact since 8/20 When call he is out, have call 3 times gotten nowhere ,called customer service they will pass word along. How is this co. still in business
6 years ago Edited September 14, 2021
Reply from Sunnova
Good morning Djg, thank you for bringing this to our attention. We are sorry to hear that this was your experience with Sunnova. We do appreciate your business and would like an opportunity to make things right. Please send us an email to resolutions@sunnova.com we are here to help. One of our Resolution Specialists will contact you shortly. We can only improve by knowing what our areas of opportunity are for improvement. Thank you ^IS
Aug. 13th, 2020
kwjacq Yuma, AZ
Customer service is the worst! What a joke! The person can hardly speak english making it even more difficult when calling in. After three calls to address my issue over three months with no results I asked to talk to a supervisor. Was told they would call back as soon as I got of the line with the representative I was talking with. No call back was made to me. Good luck if you ever have any issues that need to be resolved.
6 years ago
Reply from Sunnova
Hello Mr. Jacques, thanks for bringing this to our attention. One of our agents will reach out to you shortly to help get this issue resolved. Thank you.^JD
Aug. 7th, 2020
donna Blackburn Hyannis, MA
From Tyler M's introducing us to the advantages of today's solar energy to the day of panel installation, everyone on the team worked efficiently and with good humor.
6 years ago
Reply from Sunnova
Thank you for the note, Donna. Welcome to the Sunnova family!^JD
Aug. 6th, 2020
Michael Deno San Diego, CA
No cost for the installation of solar system and courtesy of installers. Least liked was the waiting time between installation and activation approximately two months.
6 years ago
Reply from Sunnova
Thank you for sharing your story Michael! We are thrilled you made the decision to go solar and join us on our mission to provide energy independence!^JD
Aug. 6th, 2020
Noreen Madison, CT
We are new to Sunnova and I had a question regarding my bill. Eliza answered my concerns and was very friendly and knowledgeable. I highly recommend Sunnova
6 years ago
Reply from Sunnova
Hello Noreen , thanks for leaving us such a wonderful review. We are thrilled that you loved your experience; our staff will be happy to read what you wrote. Welcome to our Sunnova Family!OA
Jul. 22nd, 2020
Bobbie Huff Flemington, NJ
I would never reccomend sunnova to anyone. We over paid our bill, during this time they took the over paid amount. In the meantime the company came out and shut our systems off. We called in so many times and we kept getting the run around. This goes back to January. Well long story short they did not follow regulations to code as wires were hit in driveway that are supposed to be 24 inches. They are only 18 in the spot that was hit. We will be contacting our lawyer as we have been harassed to pay this bill and then get a call from company saying we owe them for the repair work. Shame on this company.
6 years ago
Reply from Sunnova
Hello Bobbie Huff, thank you for bringing this to our attention. We are sorry to hear that this was your experience with Sunnova. We do appreciate your business and would like an opportunity to make things right. One of our Resolution Specialists will contact you shortly to address your concerns.^OA
Jul. 10th, 2020
Bob Mosemak ,
I began communicating with Sunnova in NOVEMBER 27 2019 about a roof leak I had under their panels, Its now July 7 2020 and still no work has begun. Their customer service kept giving me the run around. They sent a tech from another company in March 2020 who took photos and stated it was a poor installation where the tiles were moved exposing area, now I have wood rot and still nothing has been done. They did send a Sunnova tech out to repair a network problem and he had no information about the roof repair.
Now I see why this company is a nightmare and my next step id to file complaints with the Federal Trade Commission and the California Department of Consumer Affairs. These people should be arrested.
6 years ago
Reply from Sunnova
Hello Bob Mosemak, we are sorry you had to go through this ordeal. thank you for bringing this to our attention. We do appreciate your business and would like an opportunity to make things right. This is not a typical Sunnova Experience. I will forward your concern to the appropriate department to have one of our Issue Resolutions Specialist will contact you shortly.^OA
Jul. 8th, 2020
Paul C. Branford, CT
Sunnova made the whole process so easy. All I did was sat back and watch the pros work. No out of pocket costs, a neat installation, and no worries!
6 years ago
Reply from Sunnova
Good morning Paul C, thank you for your positive feedback and welcome to the Sunnova family!. ^MP
Jul. 7th, 2020
MARICAR REMIGIO Hackensack, NJ
It is a complete nightmare. The representative told us when we signed the contract that the company will take care of removal if we need construction. We made the arrangements and made several follow ups phone call. But one of the call we were also informed that we have to cover for the expenses and we have to wait for the contractors to call us for the quote. It has been a month and we are still waiting for a call and for a quote for them. The call agent is respectful but Sunnova company is all for themselves. I can't wait to get rid of it. But I am on a 25 years lease. I just have to hope I could sell the house or wait for my term.
6 years ago
Reply from Sunnova
Hello MARICAR REMIGIO, thank you for bringing this to our attention. We are sorry to hear that this was your experience with Sunnova. We do appreciate your business and would like an opportunity to make things right. One of our Resolution Specialists will contact you shortly.^OA
Jun. 30th, 2020
Anne O'Neil Pacoima, CA
My experience with Sunnova was very good. They responded quickly and efficiently to any issues I had. They are very professional and easy to work with.
6 years ago
Reply from Sunnova
Good afternoon Anne, Thank you for your positive feedback and welcome to the Sunnova family!. ^MP
Jun. 8th, 2020
Kim Ergin Alamo, CA
Well with our high electric bills we decided to go solar and thought we would be saving. Farthest thing from the truth in fact our annual TrU Up statement from PG&E has consistently been close to $5000 yearly. No savings at all here in fact we are paying the same as if we did not have solar. Biggest mistake ever. And Sunnova has been zero help the times I have called. Nothing like not doing the homework and being stuck in a worthless solar lease.
6 years ago
Reply from Sunnova
Thank you for reaching out, Ms. Ergin. We are very sorry to hear about your experience with high electric bills. One of our agents will contact you soon to help get this issue resolved. ^JD
May. 19th, 2020
norman hans jr Clementon, NJ
Money was withdrawn from my checking account for a $1000 which i did not do even know they said i did through the portal site. I told them that there was no way i would have done that as i am retired and my ssi check is only a little over the $1000.They kept the money and said that i would not get it back.When i finally got to talk to someone the superior told his employee there was no reason to talk to me. I had to borrow money to pay my mortage and for food. The money was taken out on Apr 22 and the bill isn"t due until Apr 28. They even took the monthly payment from the $1000 for more money because i don"t have auto pay anymore. If i had a choice to do away with this company i would. Customer service is bottom of the barrel as far as i am concern!!!!!!!!!!!!!
6 years ago
Reply from Sunnova
Hello Mr. Hans, thank you for reaching out. One of our agents will contact you soon to help get this issue resolved. ^JD
May. 13th, 2020
Scott Kieper Las Vegas, NV
We had a great experience and the whole process was fantastic! Everyone was friendly, courteous, informed and knowledgeable, AND the install was fast and professional!
6 years ago
Reply from Sunnova
Good morning Scott Kieper, Thank you for your positive feedback and welcome to the Sunnova family!. ^MP
May. 13th, 2020
Carmen Haines Lake Elsinore, CA
When I went with Sunnova, I was told that I would never pay Edison again. I was told that my only payment would be with Sunnova. That was incorrect.
When I recently tried to refinance my house, Sunnova demanded that I pay $300 to TEMPORARILY remove the UCC lien on the panels. I paid, and the loan fell through a couple of days later. When I asked that they refund my $300 dollars, I was told no. I told them that I did not need the lien to be temporarily removed. They still refused to refund my money. (5/7/20)
Save yourself the frustration, and DO NOT DO BUSINESS WITH SUNNOVA. They will tell you incorrect information and ask for exorbitant fees for nothing. They are dishonest, and shady. The bank I was working with indicated rhat they had never heard of such a thing.
Overall, I don’t save very much money. About $300 a year. After being ripped off this year, I will save zero.
6 years ago
Reply from Sunnova
Thank you for reaching out, Carmen. We are very sorry to hear about your overall experience. We'll escalate your note to the appropriate department. Can you please send us a private message with your System ID and a phone number where we can reach you?^JD
May. 8th, 2020
Mariela Maynard Bridgeport, CT
Wonderful customer service from the beginning until the end of the process! Thank you for everything! Today is our 1st day, looking forward to all the savings!!
6 years ago
Reply from Sunnova
Thank you for your note, Mariela. We work hard to make sure you understand every part of the installation process. We are thrilled that you're now a member of the Sunnova Family!^JD
May. 5th, 2020
Mike Storms Los Lunas, NM
The bottom line is that these folks are terrible. I will be able to buy out the contract at the five year mark in a few months and it can't come soon enough. The delays in getting it installed, and then getting the array installed correctly and competently were really frustrating. Then, right before they got the system to go online, they changed the rate. Several times I've had the system go down, only to call them to report an issue and wait months to get a tech dispatched. Their phone support is terrible. The people who answer the phone are always nice, but getting anything done is nearly impossible. Then when you do get someone to come out, they just enter your property without calling first and with no notice (months after you report an issue). If they just messed up once or twice in the past 4+ years, I wouldn't be inspired to write such a bad review. These folks have just been so terrible at every single step along the way that I'd be impressed at their incompetence if it wasn't so maddening. I suggest any potential solar customer use any company but these folks. They are terrible.
6 years ago
Reply from Sunnova
Hello Mike Storms , thank you for bringing this to our attention. We are sorry to hear that this was your experience with Sunnova. We do appreciate your business and would like an opportunity to make things right. One of our Resolution Specialists will contact you shortly. We can only improve by knowing what our areas of opportunity are for improvement^OA
May. 1st, 2020
George Elkton, MD
Very professional, did what they had to do with little disrupting. Waiting on my next election. bill to see how much it drops. Thank You George and Linda
6 years ago
Reply from Sunnova
Good morning George, Thank you for your positive 5 star feedback, we do appreciate your business, and Welcome to the Sunnova family!. ^MP
Apr. 30th, 2020
CE Byrd Takoma Park, MD
To start the whole process has been one issue after the other. It took 3 times before the panels could be installed. Once due to inclement weather. Now I finally got the system working and in addition to my solar bill I get a bill form Pepco higher than what I was paying before. I was told I would get 2 bills but the Pepco bill would be lower. That is not true. When I call customer service they just kept reading a script and was told my credit would come at the end of the year if I had one. The payment amount the sales rep gave me is much different than the reality. I am totally unhappy and stuck with this service. I would not recommend doing business with this company. What a ripoff!!!!
6 years ago
Reply from Sunnova
Thank you for reaching out, CE Byrd. We are very sorry to hear about your experience. We'll escalate your note to the appropriate department. Can you please send us a private message with your System ID and a phone number where we can reach you?^JD
Apr. 21st, 2020
Mike Fresno, CA
The sales reps and those who came to work were very positive and responsive to questions. And, they were good about cleaning up after themselves.
Thank you!
6 years ago
Reply from Sunnova
Good morning Mike, Thank you for your positive feedback and welcome to the Sunnova family!. ^MP
Apr. 16th, 2020
Chuck Becerra Newbury Park, CA
Great company. First class service from the beginning to the end. The salesmen was extremely knowledgeable and the contractors who installed it were first rate.
6 years ago
Reply from Sunnova
Thank you Mr. Becerra! We aim to provide the best customer experience, and we are constantly working to make our installation process as hassle-free as possible. Welcome to the Sunnova family!^JD
Apr. 14th, 2020
Art Correa
Nice and polite, but so far I am not getting consistency on power and there is not enough power as I was told. I have to many words to say about what I was told I would have VS. what I have today. No good words to say for now unless ION or SUNNOVA can get me what I was told before they start to bill me. Power is low , not as How I was told. So Far bad product and service unless they make a change.
6 years ago
Reply from Sunnova
Hello Art, we value your feedback and are here to assist you. Could you please provide us with your system id and/or contact information ? we will be glad to contact you and address your concerns. ^KM
Jan. 30th, 2019
Dorothy Jensen Beach, FL
The whole experience was great everyone was very informative and friendly. We will tell everyone we know about our experience and your company. Thank you so much!!
6 years ago
Reply from Sunnova
Hello Dorothy, Thank you for your positive 5-star feedback and Welcome to the Sunnova Family!^OA
Feb. 7th, 2020
Paul Lang Dracut, MA
Sunnova is great at selling you faulty equipment. Our solar panel was installed in May 2019 in Massachusetts. In October the systems stopped working. The inverter was not working. As of January 2020 the inverter is still not in place. We are back to paying hefty electricity bills. Sunnova is not capable of giving any timelines for the replacement. I did asked about how can we get some money back. They initially told me there is a minimum guaranteed production price per annum and that is what they are basing their estimate. However they will not assess the first year but rather after 3 years. This company tries to cut costs and corners and let their customers down. No sense of urgency and no working solar system after 3 months of going down. Please avoid them at all costs. They are crooks
6 years ago
Reply from Sunnova
Hello Paul Lang, records show yo have spoken to one of out Issue Resolution Specialist to address your concerns. If you have any additional questions please send your request to information to .^OA
Jan. 20th, 2020
Susan Allison Watsontown, PA
I’m happy to be doing a part to help the environment , the staff and workers made this a good transition. The only negative is we are not personally able to produce solar to sell back To help our own retirement years
6 years ago
Reply from Sunnova
Hello Susan Allison ,we appreciate the positive feedback. We work hard to make the switch to solar hassle-free, and we are so happy to hear your experience reflected what we strive for. We are excited to welcome you to the Sunnova family!^OA
Dec. 19th, 2019
Robert Floodman Providence, RI
The application was so easy an the installers of the solar
panels were so efficient and easy to deal with. I wouldn't
hesitate to recommend Sunnova to anyone.
6 years ago
Reply from Sunnova
Hello Robert Floodman , we appreciate the positive feedback. We work hard to make the switch to solar hassle-free, and we are so happy to hear your experience reflected what we strive for. We are excited to welcome you to the Sunnova family!^OA
Dec. 13th, 2019
Ray Marlborough, MA
Horrible company! My electric bills are higher now than before solar. Their installer caused a leak in my kitchen roof. They did fix the leak but left a mess in my kitchen ceiling. They promised to come back to finish plastering and paint the wall and ceiling. I had to hire a contractor to finish the job. I have been complaining for a long time that my system isn't providing he output hat they promised and finally I got a call from a rep stating that my system is not working properly. Two months later guess what I hear ... CRICKETS. Stay away from this company! They are unresponsive until it comes to their bills!
6 years ago
Reply from Sunnova
Hello Ray, thank you for bringing this to our attention. We are sorry to hear that this was your experience with Sunnova. If you could please send us a message to with your System ID/Phone number where we can reach you?. One of our Issue Resolutions Specialist will contact you within 1 Business day. ^OA
Dec. 3rd, 2019
Elida Abreu Framingham, MA
Worst company to get responses and timelines from. No one can give you a straight answer as to why things are not moving along as promised at the time you signed the contract. It took over 12 months from the time I signed the contract for the installation of the solar system with Sunnova, for it to be up and running. This was due to equipment malfunction and terrible independent contractors working for Sunnova. Good luck getting in touch with anyone who has any idea of what is happening. The project managers I worked with, were unhelpful and condescending. I can't go back in time but if I could I would have never had engaged in any business with this company!
6 years ago
Reply from Sunnova
Hello Elida Abreu, Thank you for bringing this to our attention. Records show you have spoken to one of our Issue Resolutions Specialists to resolve your issue. If you have any additional concerns please send us a message to .^OA
Dec. 3rd, 2019
JWalsh Fairfield, CT
We found out that our panels have not been working since August due to the meter not working. It is now the end of November and no one has followed up to tell us what is going on. We have called a few times (each call well over a half hour long) with NO RESOLVE!!! Each time we are told, someone will be there, someone will call you back or even the meter will be fixed AND NOTHING!!! We have to keep paying Sunnova or we are in void of our contract and we have had to also pay the electric company a very high bill every month since August because we are not generating anything from the panels. THIS IS A HORRIBLE WAY TO TREAT CUSTOMERS!!!! We got the panels to save money and now we are paying even more than before because the panels aren’t working!!! I WANT TO KNOW WHAT THE HECK IS GOING ON OR WE ARE GOING TO LEGAL DEPARTMENT WITH THIS!
6 years ago
Reply from Sunnova
Hi JWalsh, thanks for bringing this to our attention. We are sorry to hear about your experience. One of our Issue Resolution Specialist will give you a call.^MO
Nov. 26th, 2019
Annoyed customer Long Branch, NJ
The worse Company ever I regret even getting Involved with this company, customer service is the worst every time I call I am on hold for more than one hour!!! My box has not been producing since April 2019 and today is October 4, 2019 (6 months and still waiting, no one has come to fix the problem I’ve called them several times !!! they were supposed to come Oct 1 no show, they scheduled again for October 3rd which they canceled for bad weather they said they will be here October 4 and never called to Let me know That they were not coming! ! I called they told me someone would be here for sure but nobody ever showed up! I called again they gave me the run around!!!! I would not recommend this company to anyone... i’ve told a few people that were considering this company to find A different company because this company is the worst I regret it so much!!! If I could climb on my roof and remove all those panels myself I would!!! I’m so very very disappointed!!!!! Oh but they are sure to take my money every month....!!
6 years ago
Reply from Sunnova
Good Evening Olga, Our aim is to provide a customer experience that meets your you send us a private message with your system ID and a phone number where we can reach you? ^OA
Oct. 8th, 2019
Mike Slater Waltham, MA
Im writing this review , ive had this system on my house for a few years now and last June 2019 it stopped producing I have had to pay very high electrical bills since that time as well as their monthly charge. I called in august explaining that the system does not seem to be working. I have yet to receive any technician call or Apointment it is now November 2019 . I have made my last call to customer service today as i have called every week since August . I will not be paying another cent to Sunova until my system is up and running and if i do not hear from anyone by next week i will be taking legal action to have the system taken off of my roof along with any Electrical work and repairs needed to put the house back in order before the installation was made . As far as Im concerned it is a breach of Contract that you signed to keep the system maintained in working order.
6 years ago
Reply from Sunnova
Hello Mike Slater, thanks for bringing this to our attention. We are sorry to hear about your experience with your system issues. We'll escalate your note to the appropriate department to have one of our Issue Resolution Specialist to give you a call within 30 minutes. ^OA
Nov. 8th, 2019
ADELEYE FAMILY Sicklerville, NJ
All the crews are very professional, knowledgeable, on time and skillful, they did a nice job and went through the whole installations from the start to the end.
6 years ago
Reply from Sunnova
Hello Adeleye Family, thank you for your positive feedback and welcome to the Sunnova Family!^OA
Nov. 6th, 2019
Cynthia Weitkamp Dillsburg, PA
Sunnova gave me the chance to purchase my solar system at a great interest rate. Never thought I would have ever been able to do this without Sunnova.
6 years ago
Reply from Sunnova
Good Afternoon Cynthia, Thank you for your feedback and welcome to the Sunnova family!. ^MP
Nov. 5th, 2019
Anita Covert Concord, CA
Update to my 9/26/2019 Review. After my 9/26 posted review, that very same day, I did get a call from a Sunnova, from Oscar- their Issue Resolution Specialist. Oscar was a pleasure to speak with and obviously did his job in escalating and resolving the issue, as I got a technician appointment on 10/14/19 and the system was fixed that same day. The issue remains- why an “issue resolution specialist” can get such quick action but their customer service representatives cannot?? The thing that bothers me is the fact that my panels had not been producing since 6/2019, but Sunnova still got their monthly lease payment from June 2019 to October 2019. On 9/26/19 Oscar mentioned that they would “suspend” my lease payment, which basically means that they will put it on hold until the system is fixed-then they will back bill you- suspending payment is not compensation. Any responsible company would do the right thing and compensate their customers. Unfortunately, we’ve already been wronged two separate times (2017 and 2019) with having to pay large monthly PG&E bills and monthly solar payments, simultaneously. I am not confident that this is the last time I’ll have a problem with my solar panels. I will post any future issues that occur so that consumers are aware and hopefully do not sign any lease contracts with Sunnova.
7 years ago
Reply from Sunnova
Hello Anita Covert, thanks for bringing this to our attention. We are sorry to hear about your experience with your system issues. We'll escalate your note to the appropriate department to have one of our Issue Resolution Specialist to give you a call within 30 minutes. ^OA
Sep. 26th, 2019
Victoria Wean Elmer, NJ
Terrible company. We have not once produced our 'guaranteed' solar production since 2015 when they were installed. We spend most of our days on hold with this company getting the run around or them opening a 'case' to see what is going on. The next time we call the representative tells us something completely different then the last representative. I know they will probably reply to my review with a scripted apology and not do anything to correct our issue. I wish we never signed up with this company. It makes me so sick to be paying $200 a month an electric bill and $86 to sunnova. We are just throwing our money away when it should be spent on our kids.
7 years ago
Reply from Sunnova
Hello Victoria, thank you for bringing this to our attention. We are sorry this was your experience with Sunnova. Upon review of the account, I see a case has been open and one of our Issue Resolution Specialists is working diligently to address your concerns. Our records shows he contacted you this morning. Thank you!^MO
Oct. 21st, 2019
Valerie Stratford, NJ
Horrific customer service. My panels have not been working for months now, I have called and emailed several times they don’t even respond but still charging me every month like clockwork. So now the last few months I’ve been paying double what I used to pay before I even had the panels. So disappointed and would love to rip them off my roof and go elsewhere. How can you respond to all these reviews saying you strive to be attentive and please send you a private message when it is clear you don’t respond to them! Do not expect a payment from me next month if this isn’t fixed because I refuse to continue to pay for something that is not working
7 years ago
Reply from Sunnova
Hello Valerie, we are sorry to hear this was your experience with your transfer process, this is not a typical Sunnova Experience. Our drive is to make Solar hassle-free by being attentive. Thank you for bringing this to our attention. Could you please send us a private message with your system id or contact number so we can reach you? Thank you!^MO
Oct. 16th, 2019
John Cheshire, CT
A very smooth transition. Everyone has been great and professional. They came in and each team did their job with a professional knowledgeable manner.
7 years ago
Reply from Sunnova
Hello John, Thank you for your positive feedback and Welcome to the Sunnova Family!. ^OA
Oct. 9th, 2019
Marquez Ron Victorville, CA
All of your employees are professionals and do a great job. The experience so far has been great. Everything I was promised has been done. Thank you
7 years ago
Reply from Sunnova
Hello Marquez Ron, we appreciate the positive feedback. We work hard to make the switch to solar hassle-free, and we are so happy to hear your experience reflected what we strive for. We are excited to welcome you to the Sunnova family!^OA
Oct. 4th, 2019
Anita Covert Concord, CA
Update to my 10/22/2019 Review. Again, this is happening. Not even 6 months later. Nothing but problems from day 1. Read my review from 9/26/2019. This is so frustrating, our panels are again not sending production, so again, we are on PG&E’s grid. I have called PG&E and they have confirmed that indeed they are not receiving production from our house for the last 2 weeks. Two weeks might not sound like a long time, but again, read my 9/26/2019 review, a couple weeks turns into months and that turns into owing PG&E thousands of dollars, which no one would want to pay. The only good thing when this happened last time is, Oscar, Sunnova’s Issue Resolution Specialist, see my 10/22/2019 review, he helped tremendously, but unfortunately, I cannot get ahold of him directly. I need a technician appointment, my envoy is completely dead, no lights, nothing, we have tried to reboot the system, turn breakers on and off, and nothing works. The envoy needs to be replaced and thank God I have a brand new one from the last time this happened. (last time the tech said the issue wasn’t the envoy but a burnt/bad outlet, which he replaced) So I still have the new envoy, I just need it installed by a technician. Oscar, if you are out there, PLEASE HELP!!!
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Update to my 9/26/2019 Review. After my 9/26 posted review, that very same day, I did get a call from a Sunnova, from Oscar- their Issue Resolution Specialist. Oscar was a pleasure to speak with and obviously did his job in escalating and resolving the issue, as I got a technician appointment on 10/14/19 and the system was fixed that same day. The issue remains- why an “issue resolution specialist” can get such quick action but their customer service representatives cannot?? The thing that bothers me is the fact that my panels had not been producing since 6/2019, but Sunnova still got their monthly lease payment from June 2019 to October 2019. On 9/26/19 Oscar mentioned that they would “suspend” my lease payment, which basically means that they will put it on hold until the system is fixed-then they will back bill you- suspending payment is not compensation. Any responsible company would do the right thing and compensate their customers. Unfortunately, we’ve already been wronged two separate times (2017 and 2019) with having to pay large monthly PG&E bills and monthly solar payments, simultaneously. I am not confident that this is the last time I’ll have a problem with my solar panels. I will post any future issues that occur so that consumers are aware and hopefully do not sign any lease contracts with Sunnova.
7 years ago Edited September 14, 2021
Reply from Sunnova
Hello Anita Covert, thanks for bringing this to our attention. We are sorry to hear about your experience with your system issues. We'll escalate your note to the appropriate department to have one of our Issue Resolution Specialist to give you a call within 30 minutes. ^OA
Sep. 26th, 2019
Kim Cassville, NJ
Worst company ever! Do your research and read the reviews. They are real! So far over the past 5 years we have paid an electricity bill for every month except for the last 4 months??? The salesman lie, they take your money when they are not authorized too even when they send you and email stating they will not then say they will refund it and do not. This company is a big scam. They lie, cheat and steel people’s money. I can’t believe a company that operates in this manner is even still in business. I want this scam off my roof and out of my life! But they say no I’m sorry ma’am you signed a 25 year contract. I want to speak to the president, CEO whomever can make real decisions. Not a supervisor who is reading off of a sheet and programmed on how to respond to a statement or question with zero emotion. I’m gathering all my documentation and my file is getting thicker and thicker. Anyone else out there on board? This company deserves a class action lawsuit... This needs to stop!
7 years ago
Reply from Sunnova
Good Morning Kym, Thank you for bringing this to our attention. Could you please send us a private message with your system ID/Phone number where we can reach you? We will look into this right away. ^MO
Aug. 30th, 2019
Erica Perko Vista, CA
The girl that helped me was wonderful. Very patient and explained things thoroughly. The frustrating part was I had to wait 36 minutes for my call to be answered initially. That’s way too long for a company to answer the phone especially when you have a quick “yes” or “no” question.
7 years ago
Reply from Sunnova
Hello Erica, thank you for your positive feedback and welcome to the Sunnova Family! ^MO
Aug. 26th, 2019
Cathy H Methuen, MA
This is the worst company I have ever dealt with. Their customer service is terrible. Our panels have not been working since April, which means we are losing money at the peak time of the year. Someone was supposed to come out last Month on a Thursday, but did not show. We were told someone would be out the next day, again nobody came. My husband had taken both days out of work to wait for technician to get this matter cleared up. Again, I called and was promised that we would be the first client today - between 8 am - 12. Again nobody came and no phone call. I have been on hold to speak with someone for 15 minutes so far. I would never recommend this company to anyone.
7 years ago
Reply from Sunnova
Good Morning Cathy, Thank you for bringing this to our attention. Could you please send us a private message with your system ID/Phone number where we can reach you? . We will look into this right away. ^MP
Aug. 19th, 2019
Siobhan Pakenham Laurelton, NJ
I would avoid this company. I recently bought a house that already had their solar panels and I took over the seller’s lease. The whole process has been a nightmare and the customer service was awful. I was already committed to the move otherwise I would’ve passed on doing business with this company. I have serious concerns about their competency and if something does go wrong with the system, I have very little faith in their ability to fix or handle it properly. If I need to, I will take them to court. I wish I had read their reviews prior. Learn from me. Don’t make the same mistake I have.
7 years ago
Reply from Sunnova
Hello Siobhan, we are sorry you had to go through this ordeal. We do appreciate your patience. Upon review of your account, I do see that we contacted you this morning to provide you an update. The transfer process will be completed in the next week. Thank you!^MO
Aug. 13th, 2019
Robin Antioch, CA
Sunnova installed my solar and I could not be happier. They were prompt, courteous and conscientious during the whole install and I'm saving so much! I highly recommend them.
7 years ago
Reply from Sunnova
Hello Robin, thanks for leaving us such a wonderful review. We are thrilled that you loved your experience; our staff will definitely be happy to read what you wrote. We put customer experience and satisfaction as our priority, and your review reaffirms the hard work we put in every day. So thanks for your kind words and we look forward to seeing you again. Welcome to the Sunnova Family!^MO
Jul. 23rd, 2019
