Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a victim of power home/pink energy debacle. I've filed complaints against Generac for their faulty PV link design which they knew about and still let power home solar install. My installation is still affected by this. Generac has contracted Nova Source Power Systems to troubleshoot and correct the problem. I've had so many rescheduled appointments with this company I feel no other way to correct my issue is to make a complaint. I want the problems repaired, replaced, and the job completed to my satisfaction.

• Initial Complaint

  Date:03/29/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  re: *************************/NovaSource Power Services Case #******** NovaSource Power removed my solar panels and now I am having a hard time getting them to re-install the solar panels. When the panels were removed the technicians advised that the older equipment should be reusable. NovaSoure Power is partnered with ************************* Systems and they get their work orders from *************************. Once NovaSource Power receives the work order they create a quote for the work. The quote is then sent to ************************* for approval and once it is approved NovaSource Power will schedule the work. I am unable to get ************************* and Nova Source Power to communicate with each other to approve the work in order to move forward with the quote and installation. When I call ************************* they say that they have done their job and when I call NovaSource Power they say they are waiting for *************************. When I ask to speak to the person responsible for this communication (the account manager), they inform me they don't not have direct phone access, so the only way to communicate is via IM or email. And the current status of the work is "waiting for the account manager" to respond. The customer service rep really has no ********************** to help with the situation. When asked to speak with a supervisor, they are busy and will respond in 24 hours. I have not received any return calls. This back and forth has been going on since 3/23/23. The order has been expedited, but that doesn't appear to make any difference. I have also requested the technician report from the removal of the panels and have not received it yet. The second issue is an issue with the racks that were removed and how they want to replace them, even though they are still usable. We want to use the existing equipment.

• Initial Complaint

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased solar panels back in December 2022, from Sun Power Corporation.The amount financed is $41,686.28 with a 20 year term. Account # *********. Every since the purchased I have noticed on the app that many of solar panels are not working properly. I have call numerous times to get this issue rectified and nothing, They reach out give me an appointment and just before they day is cancelled. I have three cancel dates already. I purchased from Sun Power Corporation and a Third Party call NovaSource Power Services are the ones the service and repair if any issues with the solar panels.Solar panels need to be fixed or replace so they can work properly, I am making my monthly payments but I am not getting the services I am paying for and the only excuse I am given is that the person that is going to repair the solar panels and give the services did not go to work! I can't believe this is the only person in the whole company that can handle this. I need to get this fixed as soon as possible. I am tired of calling and only getting excuses. I have been home waiting for them to come, **** missed work and they call me last minute to cancel.

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NovaSource was Contracted by Sunrun Solar under Work Order ********. My System went down last August of 2022 and as of today has not been repaired. NovaSource sent their Tech out last October to check out my system and determined I needed my Inverter Replaced (Fronius IG Plus Advanced 10.0-1 ****) I have called my Sunrun on many occasions, and they tell me that NovaSource is waiting on part to arrive before scheduling! I have called around and found suppliers that have this part, this is not acceptable very poor customer service!

• Initial Complaint

  Date:03/17/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 8, i contacted Nova Source customer service at the request of Generac electrical systems. Speaking with Nova Source customer service they stated that they would have to request a work order number from Generac. They submitted the request as stated. However, it was submitted to the wrong department, sales not tech services. I was also provided a case/ reference number of ********.I called ***** times over the next three weeks to check on the status of the work request. I was told that it was still being processed or they have not received the work order from GENERAC, to that the work order had been closed and work had been completed IN **********. I live in *********.I then contacted GENERAC customer service on February 24 to find ut if they had ever received the work order request. They had just received it a few days before and was approved and sent back to Nova Source. The gentleman even called Nova Source to verify they had received it. He told me that they did have the work order and i would receive a call from them in 1 - 2 weeks. That is how long Nova Source takes to process the work order. On March 3, I called Nova Source to get the status of the work order. **** told it was still pending and the customer service rep was to get a message to a *******, a case manager. TO date i have not received a call back. I had called around the 27th to speak directly with ******* or a supervisor, i was told that they (customer service) did not have phone numbers to either of them. On March 17, i called Nova Source to find out the status of the work order. This is 7 weeks after the original call and 4 weeks after they received the work order. I was told that i had to wait for the schedulers to contact me. this was their customer service extension. ** called back immediately and chose the option to schedule work orders. I was told the same thing.My solar system still does not work and had to buy a generator to get through a 4 day power outage.

• Initial Complaint

  Date:03/07/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nova source was sub contracted by sunrun to come and inspect our leaking roof. We had them scheduled to come out twice. Both times they canceled the morning they were to come out. Both times I took off of work. Never received a phone call just a text. I reached out and left messages and have yet to talk to anyone directly connected to the company. Now they want us to reschedule for the 3rd time. Meanwhile it continues to rain and my roof/ ceiling continues to leak.

• Initial Complaint

  Date:02/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company was contacted to fix my current solar panels setup. I have been without my solar panels for 5-6 months. In October 2022, they scheduled to come out and fix my solar panels. 2 months later, when they showed up, they said they didn't have a ladder tall enough for my roof. They scheduled to come back a MONTH later. I sent emails and left messages explaining that the previous installers said they didn't have a tall enough ladder. When the next service date came, the SAME guys came out and said the SAME THING. They didn't have a tall enough ladder.After that, they have scheduled with me 3 more times (each a month apart) and each time they cancel the day of, or leave the job site without doing any work.I can't get a hold of anyone at the company, they won't respond to emails and I've tried every option on the automated phone service and it only allows you to leave a voicemail (that they won't respond to)I left a voicemail saying that I would contact the BBB if I didn't get a response. They sent me a message saying that a supervisor would call me that day. That was 2 days ago. It is at the point where I am wondering if the entire company is a scam. All I want them to do is to do what they promised and were hired to do, and that is to fix my solar panels. I have been without solar panels for 5-6 months and CAN'T get them to fix it. All they do is schedule, and cancel the day of.

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had solar panels installed on my home, there has been several law suits in different states in the country due to a malfunctioning Generac Snap RS. Nova Source Power Services was contracted by Generac to come replace the Snap RS, so far there has been no way to communicate by phone with this company, they emailed me, voicemails, text messages to request if I was available on January 31st, 2023 between **** - ****. I confirmed that I would request time off from work to be home on the 31st. At some point we were told about the weather getting bad from Jan 31st - Feb. 2nd, I called Nova Source on January 30th at **** am at ************ and was not successful on reaching anyone so I left a voice message asking about the appointment that we had agreed on for Jan 31 from **** - ****. At **** am same day, I received a voice message from ***** confirming appointment. Jan 31 at **** pm (6 minutes after appointment time) I received a voice message from ****** informing me that the appointment was cancelled. I notified several Nova Source employees to stop blocking calls when calling since my phone does not allow block calls and they continue calling blocking calls. I work in a hospital, hospitals don't close due to bad weather so I requested a weekend appointment so I don't have to request time off from work again for the same issue. I was told to either accept that future appointment they were offering which was 3/27/2023 between **** - **** or no appointment until they had time again. Finally I agreed after several text messages, a few emails, and only voice mails, and I was told no. Why is this business able to act that way with customers? why they don't take responsibility and try to work with people's schedules after they are the ones that failed to cancel in a timely manner.

  Customer Answer

  Date: 03/06/2023

  The problems with this "business" is that they confirmed the appointment the day before the appointment, then around and canceled AFTER appointment time, then only give one option for appointment or cancel until whenever they can have time again. They have no respect for homeowners or homeowners schedule, is either you accept or you wait. I asked to speak to them but was never possible because their blocked calls or NEVER answer calls, only texting. Finally I said, ok, I'll take that appointment, then they said nope, that appointment is canceled, you have to wait until that current appointment I have with them. 

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My solar panel has been off Line since February.I Have called many times Left number on machine NO Calls back.Spoke to 4 people who only told me they are waiting on part and would notify and they were gonna come change it still nothing.My daughter and I have sent several emails to Nova and also Spruce Solar still No Results.

  Business Response

  Date: 03/07/2023

  Our company NSPS works as a third-party contractor for Spruce Solar
  We are only authorized to perform the work that is authorized by Spruce Solar
  Spruce Solar is the owner of the information that is collected during site visits as they are the billable party and the owner of the system
  NSPS does not hold any responsibility to the homeowners system, production, billing discrepancies or True Up billing  
  NSPS does not have any insight or access to the homeowners historical production, prior system issues, prior billing discrepancies or True Up billing
  Timelines for production resolution are the responsibility of Spruce Solar
   
  
  To summarize this situation, **************** will need to reach out to his solar provider Spruce Solar. Our company NSPS does not have an open request to perform any work at this residence. Until we receive a work order authorizing a visit from Spruce Solar, we are unable to accommodate the homeowners request. Our company will reach out to Spruce Solar, advise them of this complaint, and ask they due their due diligence to reach out to ****************. However, the decision to authorize work is solely their decision and NSPS does not have any part in that decision making.
  
   
  
  Please let me know if you have any questions.